某大酒店各管理部门各岗位职责及管理制度

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1、目录CATALOGUE第一章管家部组织结构图1ORGANIZATIONCHART第二章管家部岗位职责1-25POSITIONRESPONSIBILITYOFH.KDEPT2.1管家部经理H.KDept.Manager22.2楼层经理HeadFloorSupervisor32.3楼层督导FloorCaptain52.4楼层服务员RoomAttendant72.5楼层清扫员RoomCleaner92.6公共区域经理PublicAreaSupervisor112.7公共区域督导PublicAreaCaptain122.8公共区域服务员PublicAreaAttendant132.9花

2、房管理员Florist142.10公共区域清洁工PublicAreaCleaner152.11洗涤部经理LaundryManager162.12洗涤部督导LaundryCaptain172.13干洗工DryCleaner182.14大湿洗工Washer-LargeItems202.15小湿洗工Washer-SmallItems212.16平烫工FlatWorkIroner222.17布草折叠工LinenFoldingAttendant232.18布草收发员LinenDeliveryMaid242.19制服收发员UniformDeliveryMaid25第三章管家部各岗位操作程序

3、27-136HK.DEPT.STANDARDOPERATIONPROCEDURE3.1楼层经理HeadFloorSupervisor273.1.1处理客人投诉HandlingGuest’sComplains273.2楼层督导FloorCaptain28-313.2.1检查客房CheckingGuestRooms283.2.2收取小酒吧帐单CollectingMini-barBill303.2.3饮料管理Controllingwine&Beverage313.3楼层服务员RoomAttendant32-533.3.1楼层钥匙领用和保管Pickingup&KeepingRoomKe

4、y323.3.2开酒水帐单FillinginWine&BeverageBill333.3.3杯具洗涤、消毒Washing-up&DisinfectingGlassware343.3.4客用品领用、存放Applicationof&KeepingItems353.3.5客人要求开门HandlingRequestforOpeningtheDoor363.3.6引领客人进房GreetingtheGuests373.3.7报交遗留物品DeliveringPropertiesLeftBehindbyGuest383.3.8客人离店结帐GuestCheck-out393.3.9查走客房（遗留

5、物品）Check-upC/ORoom403.3.10做夜床ProvidingTurn-downService413.3.11开房门OpeningtheDoor433.3.12加床HandlingRequestforExtraBed443.3.13铺床MakingtheBed453.3.14上毛巾、茶水OfferingTowel/TeaService463.3.15客房二次打扫Re-cleaningtheRoom473.3.16重点宾客进房ReceivingVIP483.3.17擦皮鞋ProvidingFreeShoeShiningService493.3.18翻转床垫Turni

6、ngtheMattress503.3.19洗涤浴帘WashingShowerCurtain513.3.20吸尘器使用和保养Using&MaintainingVacuumCleaner523.3.21处理意外损坏宾客物品DealingwithDamagingGuests’Articles533.4客房清扫员RoomCleaner54-593.4.1整理工作车CleaningupMaid’sCart543.4.2打扫住客房MakingupOccupiedRoom553.4.3清扫卫生间MakingupWashingRoom573.4.4工作车摆放Maid’sCartSetting5

7、83.4.5空房清扫MakingupVacantRoom593.5客房中心服务员HousekeepingCenterAttendant60-643.5.1核对未进店客房报告CheckingNo-showRoomReport603.5.2核对查房报告CheckingRoomReport613.5.3客用品的借用、登记和保管Item’sLoan/Registration/Keeping623.5.4接打内部电话Receiving&MakingInsideCall633.5.5处理前台报表Deal