瑞德堡大酒店管家部各岗位职责及管理制度.docxVIP

H.K 管理实务 H.K 管理实务 CATALOGUE 第一章 管家部组织结构图················ 1 ORGANIZATION CHART 第二章 第二章 管家部岗位职责 ···············1-25 POSITION RESPONSIBILITY OF H.K DEPT 2.1 管家部经理 H.K Dept. Manager···········································2 2.2 楼层经理 Head Floor Supervisor ········ 3 2.3 楼层督导 Floor Captain ··········· 5 2.4 楼层服务员 Room Attendant ·········· 7 2.5 楼层清扫员 Room Cleaner ·····················································9 2.6 公共区域经理 Public Area Supervisor ·······································11 2.7 公共区域督导 Public Area Captain ········· 12 2.8 公共区域服务员 Public Area Attendant ········ 13 2.9 花房管理员 Florist ··············· 14 2.10 公共区域清洁工 Public Area Cleaner ········· 15 2.11 洗涤部经理 Laundry Manager ·········· 16 2.12 洗涤部督导 Laundry Captain ··········· 17 2.13 干洗工 Dry Cleaner············· 18 2.14 大湿洗工 Washer-Large Items ········· 20 2.15 小湿洗工 Washer-Small Items ········ 21 2.16 平烫工 Flat Work Ironer ··········· 22 2.17 布草折叠工 Linen Folding Attendant ········ 23 2.18 布草收发员 Linen Delivery Maid ········· 24 2.19 制服收发员 Uniform Delivery Maid ········ 25 第三章 第三章 管家部各岗位操作程序····················································· 27-136 HK.DEPT.STANDARD OPERATION PROCEDURE 3.1 楼层经理 Head Floor Supervisor ······························27 3.1.1 处理客人投诉 Handling Guest’s Complains ······ 27 3.2 楼层督导 Floor Captain ········· 28-31 H.K 管理实务 3.2.1 检查客房 Checking Guest Rooms··································28 3.2.2 收取小酒吧帐单 Collecting Mini-bar Bill ········ 30 3.2.3 饮料管理 Controlling wine Beverage ························31 3.3 楼层服务员 Room Attendant ········ 32-53 3.3.1 楼层钥匙领用和保管 Picking up Keeping Room Key ·················32 3.3.2 开酒水帐单 Filling in Wine Beverage Bill·····················33 3.3.3 杯具洗涤、消毒 Washing-up Disinfecting Glassware ·· 34 3.3.4 客用品领用、存放 Application of Keeping Items ····· 35 3.3.5 客人要求开门 Handling Request for Opening the Door · 36 3.3.6 引领客人进房 Greeting the Guests ········· 37 3.3.7 报交遗留物品 Delivering Properties Left Behind by Guest 38 3.3.8 客人离店结帐 Guest Check-out ·