酒店管理目录--酒店营运管理实务目录(叶予舜).docx

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 Handbook1叶予舜第一编：总经理、GENERAL MANAGER第一章 总经理 G.M1.11.2总经理驻店经理General Manager Resident Manager 第二章 总经理秘书 G.MS SECRETARY2.12.2第三章总经理秘书文员会议程序G.M Secretary Clerk MEETING SCHEDULE2叶予舜第二编：市场营销部、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 POSITION RESPONSIBILITIES OF M&S DEPT2.12.22.32.42.5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 ManagerSales Representative of Commercial Sales Representative of Travel Agency Secretary 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 DEPT3.13.23.3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 Group Reservation 3.4旅行社销售代表外出销售 Outside Sales Call 3.53.63.7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 SigningReservation Amendment & Cancellation第四章 附加程序ACCESSORY PROCEDURES4.14.24.34.4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 MakingAccount File Establishing Large Activity Arrangement3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 MANAGEMENT SYSTEM OF M&S DEPT5.15.25.35.45.55.65.7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 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 DEPT4叶予舜第三编：财务部、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POSITION RESPONSIBILITIES OF FIN DEPT2.12.22.32.42.52.62.72.82.92.102.112.122.132.142.152.162.172.18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银员成本控制部主任材料核算员Financial Controller Deputy Finance Director SecretaryChief Accountant General Ledger Cost Control Clerk Assets Ledger Clerk Credit & A/R Accounts Payable Clerk Cashier Payroll Chief Cashier Cashier Captain Auditor Front Desk Cashier Outlets Cashier Chief Cost Controller Costing ClerkMaterials 5叶予舜2.192.202.212.222.232.242.252.262.272.28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StorekeeperFood StorekeeperBeverage & Tobacco StorekeeperGeneral Receiving Clerk EDP Manager EDP OfficerHardware EDP OfficerSoftware Purchasing Manager Purchasing Captain Purchasier 第三章财务管理制度与程序 MANAGEMENT SYETEM & PROCEDURE OF FIN DEPT3.13.23.33.43.53.63.73.83.93.103.113.123.133.143.153.163.17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 Credit Card Push-Down Cashier Workout Reporting Cashiers Off Duty Connect General Cashier Job Procedures Cash Payout Guest Room Rate Receipt Audit Virement Cheque Teach The Reason Credit Card Collections manage Captain Order Transfer Control Bill Transfer Procedures Currency Transfer Control Guest Departure Time Control Rent Derating Inside Control Outlets Bill Found Outlets Bill Check-out 6叶予舜3.183.193.203.213.223.233.243.253.263.273.283.293.303.313.323.333.343.353.363.373.383.393.403.413.42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 Business Invoice Useing Audit Outlets Account Audit Front Office Account Workout Business Day Statement Night Audit Job Credit Policy Budget Workout Procedures Accounts Receivable Manage Outlets Cashier Manage Cashier Manage Auditor Manage Cash Manage General Cashier Manage Stocking Manage Goods Stock Application Stock Quoted Price&Confirm Stock Examine&Approve Stock Goods Balance of accounts Pick Up The Goods Job Procedures Goods Receiving Stock Way& Procedures Storeroom Accepting、Send Out、Inventory 3.433.443.453.46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 3.47食品成本控制程序Food Cost Control 7叶予舜3.483.493.503.513.523.533.543.553.563.573.58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 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 3.59鲜活食品验收单据填写 Fresh Food Receiving Bill Fill In 3.603.61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 OPERATION LIST OF FIN DEPT8叶予舜第四编：前厅部、FRONT OFFICE DEPT第一章第二章前厅部组织结构图ORGANIZATION CHART 前厅部岗位职责POSITION RESPONSIBILITIES OF F.O DEPT 2.12.22.32.42.52.62.72.82.92.102.112.122.132.142.152.16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 F.O Secretary Assistant Manager Reception Manager Receptionist Reservation Clerk Operator Captain Operator Chief Concierge Door man Bell man B.C Captain 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前厅部各岗位每日工作内容9叶予舜F.O Department Check List 3.1.13.1.23.1.33.1.43.1.53.1.63.1.7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 Reception Manager Operator/B/C Captain Chief Concierge Preservationist Receptionist 3.1.8礼宾员Concierge3.1.9商场员工Seller 3.1.10 总机话务员Operator3.1.11 商务中心文员B/C Clerk 第二节前台程序与标准F.O Standard Operation Procedure 3.2.13.2.23.2.33.2.43.2.53.2.63.2.73.2.83.2.9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 Room Reservation on the Spot Booking Amendment FIT Check-in FIT Check-out Handicapped Check-in Group Check-in 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 Delay Check-out Room Double Lock Handing Safe Deposit Changing Room/Rate Changing Handle the Rebate Changes Room Discrepancy Report 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 handling Room Number Inquire Guests Articles Send/Transfer 3.2.24VIP 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