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1、 营运管理实务目录 WORKING MANUAL OF RED BOAT HOTEL 写在前面的话 PREFACE 总编 CONTENTS 第一章 第二章 第一节 第二节 第三节 第四节 第五节 第六节 第七节 酒店简介 GENERAL STATEMENT 管理体系
2、 MANAGEMENT SYSTEM 附：组织结构图 APPENDIX: ORGANIZATION CHART 经营理念 The Spirit of Red Boat Hotel 顾客政策 Customer Policies 质量管理体系 Quality Control System 服务质量保证书 Quality Guarantee 人事政策及培训计划实施 Personnel Policies & Training 酒店内部刊物（店报） News Paper 员工手册 Staff Handboo
3、k 1 叶予舜 第一编：总经理 Ⅰ、GENERAL MANAGER 第一章 总经理 ····························································· G.M 1.1 1.2 总经理 驻店经理 General Manager ·································· Resident Manager ································· 第二章 总经理秘书 ········
4、·············································· G.M’S SECRETARY 2.1 2.2 第三章 总经理秘书 文员 会议程序 G.M Secretary ····································· Clerk ··············································· ········································································
5、MEETING SCHEDULE 2 叶予舜 第二编：市场营销部 Ⅱ、MARKET & SALES DEPT 第一章 市场营销部组织结构图 ························································ ORGANIZATON CHART 第二章 市场营销部各岗位职责 ···························
6、·············· POSITION RESPONSIBILITIES OF M&S DEPT 2.1 2.2 2.3 2.4 2.5 市场营销部经理 商务销售代表 旅行社销售代表 秘书 美工 M&S Dept Manager································· Sales Representative of Commercial·············· Sales Representative of Travel Agency ········· Secretary ····················
7、······················· Art Designer······································· 第三章 市场营销部各岗位工作程序及标准 ························· STANDARD OPERATION PROCEDURE OF M&S DEPT 3.1 3.2 3.3 商务销售代表促销访问 长包房销售 团队预订 Promotion and Sales Call ······················ Long-Staying Room Sales·········
8、·············· Group Reservation ······························· 3.4 旅行社销售代表外出销售 Outside Sales Call ·································· 3.5 3.6 3.7 会议销售 与旅行社签订协议 团队预订更改、取消 Conference Sales ································· Travel Agency Agreement Signing················· Reservat
9、ion Amendment & Cancellation········· 第四章 附加程序·························································· ACCESSORY PROCEDURES 4.1 4.2 4.3 4.4 处理突发事件 客用印刷品制作 客户档案建档 大型活动工作安排 Handling an Emergency ···························· Presswork Making··································· A
10、ccount File Establishing ························· Large Activity Arrangement······················· 3 叶予舜 4.5 组织新闻发布会 Press Briefing ········································ 第五章 市场营销部管理制度 ······················································ MANAGEM
11、ENT SYSTEM OF M&S DEPT 5.1 5.2 5.3 5.4 5.5 5.6 5.7 接待 办公室环境 资料 例会 工作汇报 工作业绩考核 美工室管理制度 Reception ·········································· Office Environment ·································· Data ···················································· Regular Meeting ·········
12、····························· Job Report ············································· Job Result Evaluation ································ Art Design Office····································· 第六章 市场营销部内部运转表格 ····································· OPERATION LIST OF M&S DEPT
13、 4 叶予舜 第三编：财务部 Ⅲ、FINANCIAL DEPT 第一章 第二章 财务部组织结构图······························································ ORGANIZATION CHART 财务部岗位职责及工作程序·················
14、······························ POSITION RESPONSIBILITIES OF FIN DEPT 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 2.12 2.13 2.14 2.15 2.16 2.17 2.18 财务总监 副财务总监 秘书 会计主任 总帐 费用核算员 资产核算员 信贷应收员 应付款文员 出纳员 工资员 收银主任 收银督导 审计员 总台收银 站点收
15、银员 成本控制部主任 材料核算员 Financial Controller ···································· Deputy Finance Director ······························ Secretary················································· Chief Accountant ······································ General Ledger ······················
16、·················· Cost Control Clerk ···································· Assets Ledger Clerk ·································· Credit & A/R ·················································· Accounts Payable Clerk ······························ Cashier ····························
17、······················ Payroll ·················································· Chief Cashier ·········································· Cashier Captain········································ Auditor·················································· Front Desk Cashier·········
18、··························· Outlets Cashier ········································ Chief Cost Controller ································· Costing Clerk–Materials ····························· 5 叶予舜 2.19 2.20 2.21 2.22 2.23 2.24 2.25
19、2.26 2.27 2.28 食品原料仓库保管员 饮品烟草仓库保管员 物资仓库保管员 收货员 电脑部经理 电脑硬件工程师 电脑软件工程师 采购部经理 采购部督导 采购员 Storekeeper–Food ····································· Storekeeper–Beverage & Tobacco ·················· Storekeeper–General ·································· Receivin
20、g Clerk ······································· EDP Manager ·········································· EDP Officer–Hardware ······························· EDP Officer–Software ································ Purchasing Manager ·································· Purchasi
21、ng Captain···································· Purchasier ·············································· 第三章 财务管理制度与程序 ······················································· MANAGEMENT SYETEM & PROCEDURE OF FIN DEPT 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8
22、3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16 3.17 餐厅收银结帐 信用卡结帐 信用卡压卡 收银员编制报告 收银员下班交接 总出纳工作 现金支出报销 客房房租收入审计 转帐支票授理 信用卡托收的处理 点菜单传递的控制 帐单传递 货币传递控制 客人离店时间的控制 房租减免的内部控制 营业点帐单建立 营业点帐单结帐 Restaurant Cashier Check-out ···················· Credit Card Check-out ····
23、························· Credit Card Push-Down ······························ Cashier Workout Reporting ······················· Cashier’s Off Duty Connect ······················ General Cashier Job Procedures····················· Cash Payout ·····································
24、······· Guest Room Rate Receipt Audit ···················· Virement Cheque Teach The Reason ··············· Credit Card Collection’s manage···················· Captain Order Transfer Control ····················· Bill Transfer Procedures······························ Currency
25、 Transfer Control ··························· Guest Departure Time Control ························· Rent Derating Inside Control ························ Outlets Bill Found····································· Outlets Bill Check-out ····························· 6 叶予舜
26、 3.18 3.19 3.20 3.21 3.22 3.23 3.24 3.25 3.26 3.27 3.28 3.29 3.30 3.31 3.32 3.33 3.34 3.35 3.36 3.37 3.38 3.39 3.40 3.41 3.42 信用卡授权程序 散客签字消费 单位、团队签字转帐 营业发票使用 审核营业点帐款 审核前厅帐款 编制营业日报表 夜间稽核工作 信贷政策 预算
27、编制程序 应收款管理 收银员管理 出纳员管理 审计员管理 现金管理 总出纳管理 采购部管理 物资采购申请 采购报价、确认 采购审批 采购物品的结算 提货工作程序 物品验收程序 采购方式及有关程序 仓库的收、发及盘存 Credit Card Accredit ·································· FIT Signing Consume ································ Unit & Group Signing Transfer Account··········· B
28、usiness Invoice Useing ····························· Audit Outlets Account ································ Audit Front Office Account ·························· Workout Business Day Statement ·················· Night Audit Job ········································ Cre
29、dit Policy ··········································· Budget Workout Procedures ························· Accounts Receivable Manage ······················· Outlets Cashier Manage ······························ Cashier Manage ······································· Auditor Manag
30、e ····································· Cash Manage········································· General Cashier Manage ··························· Stocking Manage ···································· Goods Stock Application ··························· Stock Quoted Price&Confirm ····
31、················· Stock Examine&Approve ·························· Stock Goods Balance of accounts ················· Pick Up The Goods Job Procedures ·············· Goods Receiving ····································· Stock Way& Procedures···························· Storeroom
32、Accepting、Send Out、Inventory··· 3.43 3.44 3.45 3.46 食品和饮料存货-定价、标志与贮藏 F&B Stock:price、Sign&Store ···· 食品和饮料存货-发货、申请领货 F&B Stock: Send Out& Application··· 食品和饮料存货-标准存货 F&B Stock:Standard ···························· 食品和饮料存货-实地盘存 F&B Stock: On-The-Spot Inventory ·········· 3
33、47 食品成本控制程序 Food Cost Control··································· 7 叶予舜 3.48 3.49 3.50 3.51 3.52 3.53 3.54 3.55 3.56 3.57 3.58 食品标准成本卡制作 食品标准成本计算 食品标准成本核算 餐饮公关费用 菜肴的产销核对 酒水标准成本制作 饮料成本控制 饮料销售还原表建立 餐饮成本日报表编制 鲜活食
34、品价格的制订 干货水果等验收 Food Standard Cost Card Execution ·············· Food Standard Cost Account ······················ Food Standard Cost Check ························· F&B Public relations Cost ························· Menu Produce&Sell Check ························
35、 Beverage Standard Cost Check···················· Beverage Cost Control······························ Beverage Sale Revert Form Found ··············· F&B Cost Day Statement Workout ·············· Fresh Food Price Working-Out ···················· Dried Food&Fruit Etc Receiving ···
36、·············· 3.59 鲜活食品验收单据填写 Fresh Food Receiving Bill Fill In·················· 3.60 3.61 应付款管理 薪金会计管理 Accounts Payable Manage ························· Payroll Accountant Manage························ 第四章 财务部各类运转表格 ······································
37、··········· OPERATION LIST OF FIN DEPT 8 叶予舜 第四编：前厅部 Ⅳ、FRONT OFFICE DEPT 第一章 第二章 前厅部组织结构图 ORGANIZATION CHART························································· 前厅部岗位
38、职责 POSITION RESPONSIBILITIES OF F.O DEPT························· 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 2.12 2.13 2.14 2.15 2.16 前厅部经理 前厅部秘书 大堂副理 前台接待经理 前台接待员 预订员 总机督导 总机话务员 首席礼宾司 迎宾员 行李员 商务中心督导 商务中心文员 商场经理 商场员工 医务室医生 F.O Manager ·······················
39、·············· F.O Secretary ······································ Assistant Manager ································ Reception Manager ······························· Receptionist ········································ Reservation Clerk ································· Operator Captain
40、································· Operator ··········································· Chief Concierge ·································· Door man·········································· Bell man ········································· B.C Captain ······································
41、· B.C Clerk·········································· Gift Shop Manager······························· Seller ············································· Infirmary Doctor ································ 第三章 第一节 前厅部各岗位操作程序 STANDARD OPERATION PROCEDURE OF F.O DEPT 前厅部各岗位
42、每日工作内容 9 叶予舜 F.O Department Check List ················································· 3.1.1 3.1.2 3.1.3 3.1.4 3.1.5 3.1.6 3.1.7 前厅部经理 大堂副理 前台接待经理 总机/商务中心督导 首席礼宾司 预定员 前台接待 F.O Manager Check List ······················ Assistant Manager ·
43、······························ Reception Manager ····························· Operator/B/C Captain ··························· Chief Concierge ································· Preservationist ···································· Receptionist ·····································
44、 3.1.8 礼宾员 Concierge ····································· 3.1.9 商场员工 Seller··············································· 3.1.10 总机话务员 Operator ········································ 3.1.11 商务中心文员 B/C Clerk ········································ 第二节 前台程序
45、与标准 F.O Standard Operation Procedure ········································ 3.2.1 3.2.2 3.2.3 3.2.4 3.2.5 3.2.6 3.2.7 3.2.8 3.2.9 受理电话预订 传真、信函订房 来店预订操作 变更预订的处理 散客入住程序 散客离店程序 残疾人接待程序 团队入住 团队离店 Room Reservation by Calling ·················· Room Reservation by Fax、Letter
46、·············· Room Reservation on the Spot ·················· Booking Amendment ···························· FIT Check-in ······································ FIT Check-out ···································· Handicapped Check-in···························· Group Check-in ···········
47、······················· Group Check-out ·································· 3.2.10 长住客人接待服务 3.2.11 更换长住客人房卡 3.2.12 宾客推迟离店 3.2.13 处理双锁门，开双锁门 3.2.14 贵重物品寄存 3.2.15 调换房间/调整价格 3.2.16 处理折扣 3.2.17 房间异常报告处理 Long-staying Guests Service ··················· Long-staying Guests Room-key Change ·
48、····· Delay Check-out ··································· Room Double Lock ······························ Handing Safe Deposit Changing ··············· Room/Rate Changing ··························· Handle the Rebate Changes ····················· Room Discrepancy Report ··················
49、····· 10 叶予舜 3.2.18 行政楼层客人接待 3.2.19 行政楼层客人离店 3.2.20 客房没有准备好 3.2.21 处理宾客留言 3.2.22 查询客人房号 3.2.23 总台物品转送 Executive Floor Guest Arrival ·················· Executive Floor Guest Departure ·············· Room not Ready on Arrival ···················· Message handli
50、ng ································ Room Number Inquire ···························· Guest’s Articles Send/Transfer ················· 3.2.24 VIP 信息更改 VIP information Change ··························· 3.2.25 办理房间房租变更手续 3.2.26 房间分配 3.2.27 房间钥匙管理 3.2.28 建立客史档案
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