國(guó)際連鎖酒店管家部操作程序 管家部運(yùn)作程序

1、帝豪花園酒店國(guó)際俱樂部 Royal Garden Hotel International Club管家部Housekeeping Department標(biāo)準(zhǔn)操作程序STANDARD OPERATION PROCEDURE國(guó)際酒店管理手冊(cè)International Hotel Management Handbook了解個(gè)人服務(wù)提供者（管家）這個(gè)行業(yè)The profession of a service provider (Butler)歡迎了解這個(gè)非常古老而又受尊敬的行業(yè)，這個(gè)行業(yè)使得許多人的生活發(fā)生了改變！ Welcome to the world of a very old and highl

2、y respected profession, that makes a difference in many persons life!“管家”這個(gè)詞來源于法語“bouteiler”，意思是裝瓶商，但是據(jù)說在圣經(jīng)中也提到過這個(gè)詞。The word butler come from the French term for bottler for bottler bouteiler. But according to an old dictionary entry it was even mentioned in the Bible!管家或者說服務(wù)提供者在家庭、酒店、或私人游艇中起到舉足輕重的作

3、用，他領(lǐng)導(dǎo)者一個(gè)由專業(yè)人士組成的團(tuán)隊(duì)，不僅給雇主或者客人提供超出其預(yù)期的個(gè)性化服務(wù)，而且保證提供服務(wù)的人更加機(jī)敏，具有更完備的知識(shí)與信息。Basically a butler, the Personal Service Provider, is a key element in a household, hotel, or private yacht, heading a team of professionals that delivers a level of personalized service that exceeds not only the expectations of th

4、e employer or guest, but will secure a more sensitive and better informed service.運(yùn)作流程Operate Procedure 部門Department: 娛樂部Entertainment Department 分部門Section: 營(yíng)運(yùn)管家部Room Service Dept.負(fù)責(zé)人Reports To: 管家主管 Room Service Supervisor 文件號(hào)Documents NO.: ED.20060301006文件主題DocumentsSubject:工作規(guī)范運(yùn)作程序 The Service P

5、rocedure Of Tray 文件目的DocumentsGoal: 為了規(guī)范使用托盤的服務(wù)程序，使包房服務(wù)員能按程序要求服務(wù)質(zhì)量，營(yíng)造樓面包房良好的工作環(huán)境和優(yōu)質(zhì)的服務(wù)氛圍，以進(jìn)一步樹立國(guó)際俱樂部整體形象及提高服務(wù)品牌效應(yīng)，特?cái)M定此使用托盤服務(wù)程序。制定/更新于Reviewed By: 2006年03月01日 Mar. 1st, 2006程序內(nèi)容Procedures Content: A 依時(shí)準(zhǔn)時(shí)上班，參加部門班前會(huì)，檢查自身儀容儀表。B 做好班前準(zhǔn)備工作和人員分配及每個(gè)工作人員具體崗位地點(diǎn)。C 男員工上班前，做好各個(gè)樓層的杯具收送工作，再將清潔好的杯具分配到各樓層指定地點(diǎn)，垃圾、酒瓶搬運(yùn)

6、至垃圾房。D 在營(yíng)業(yè)過程中隨時(shí)將收集回的餐具、杯具送至洗消間，不得堆積。E 收送完所有杯具之后，要靈活的進(jìn)入每個(gè)區(qū)域巡查衛(wèi)生工作，確保整個(gè)營(yíng)業(yè)場(chǎng)所衛(wèi)生清潔。F 女員工上班前，做好營(yíng)業(yè)期間的準(zhǔn)備工作，清洗頭無遺留杯具、餐具、毛巾。G 整理好洗消間，各種物品分類擺放，隨時(shí)清潔自己工作場(chǎng)地，確保洗消間干凈、整潔、無異味。H 剩余毛巾清洗后，要折疊好放入毛巾車消毒，隨時(shí)留意毛巾車的水位及溫控。I 男、女員工在營(yíng)業(yè)期間要堅(jiān)守自己的工作崗位，不得私自離崗。J 巡樓員工要隨時(shí)不漸斷走動(dòng)，隨時(shí)留意地面、煙灰桶有無垃圾、煙頭、嘔吐物，發(fā)現(xiàn)問題要即時(shí)進(jìn)行清理。K 在工作中要做到靈活、機(jī)動(dòng)，做好每一項(xiàng)工作，確保每個(gè)

7、區(qū)域衛(wèi)生良好。L 當(dāng)天的工作如：杯具收送，垃圾清理當(dāng)天必須完成，以免滋生細(xì)菌。M 下班后進(jìn)行班后會(huì)，總結(jié)當(dāng)天工作情況，指出問題即時(shí)改進(jìn)。N 關(guān)好水、電、冷氣以及門窗后下班。 制定人 Prepared By 部門主管 Department Head 日期 Date . 批準(zhǔn)人Approved By 總經(jīng)理General Manager 日期 Date 此操作程序的內(nèi)容將根據(jù)俱樂部實(shí)際的要求定期進(jìn)行更新。The content of this Operate Procedure will be reviewed on a regular basis to incorporate any new r

8、esponsibilities which reflect the club business requirements.酒店管理手冊(cè)前廳、客房、餐廳、人事、保安、工程、營(yíng)銷、行政、總經(jīng)辦開業(yè)、入職、招聘、設(shè)計(jì)、程序、標(biāo)準(zhǔn)、SOP附件：酒店各部門英文縮寫總經(jīng)理辦公室:GM 人力資源部:HR 財(cái)務(wù)部:FN 銷售部:S&M餐飲部:F&B 前廳部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康樂部:ENT 市場(chǎng)傳訊部MC酒店各職位英文縮寫GM-GENERAL MANAGER 總經(jīng)理 DGM-DUTY GENERAL MANAGER 副總 DOR-DIRECTOR OF ROOMS 客務(wù)部總

9、監(jiān) AM-ASSISTANT MANAGER 大堂經(jīng)理 DOM-DIRECTOR OF SALES&MARKETING 銷售部總監(jiān) FO-FRONT OFFICE 前廳部 FOM-FRONT OFFICE MANAGER 前廳部經(jīng)理 CON-CONCIERGE 禮賓部 BC-BUSINESS CENTER 商務(wù)中心 F&B-FOOD&BEVERAGE 餐飲部 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力資源部FN-FINANCIAL DEPARTMENT 財(cái)務(wù)部 FC-FINANCIAL CONTROLLER財(cái)務(wù)總監(jiān) 行政總廚 A.T.K Administ

10、rative total kitchen收益管理經(jīng)理 Revenue ManagerRECP-RECEPTION 接待處 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店職位英語 董事長(zhǎng) Board Chairman (Director)董事總經(jīng)理Managing Director經(jīng)濟(jì)師Economist首席會(huì)計(jì)師 Chief Accountant總經(jīng)理General Manager副總經(jīng)理Deputy General Manager (Vice)駐店經(jīng)理Resident Manager總經(jīng)理行政助理Executive Assistant Manager總經(jīng)理秘書Execu

11、tive Secretary總經(jīng)理室Executive Office (G.M office)機(jī)要秘書Secretary接待文員Clerk副總經(jīng)理Vice General Manager總經(jīng)理助理Assistant to General Manager總經(jīng)理秘書Secretary to General Manager行政秘書Executive Secretary人力資源部Human Resources Division人事部Personnel Department培訓(xùn)部Training Department質(zhì)檢部Quality Inspection Department員工關(guān)系部 Staffi

12、ng Relationship Department人力資源開發(fā)總監(jiān)Director of Human Resources人事培訓(xùn)經(jīng)理 P&T Manager人事部經(jīng)理Personnel Manager培訓(xùn)部經(jīng)理Training Manager質(zhì)檢部經(jīng)理Quality Inspection Manager人事主任Personnel Officer福利勞資員 Payroll Clerk培訓(xùn)主任Training Officer行政部主任 Executive Officer秘書Secretary員工事務(wù)長(zhǎng) Staff Purser車隊(duì)隊(duì)長(zhǎng) Driver Captain Chief Driver 員工

13、宿舍管理員 Dormitory Keeper員工餐廳勤雜工 Staff Restaurant Cleaner司機(jī) Driver更衣室管理員：Staff Lockers Rooms Keeper翻譯兼英語教師：English Translator & Teacher 市場(chǎng)營(yíng)銷部Sales & Marketing Division 銷售部Sales Department公關(guān)部Public Relation Department市場(chǎng)營(yíng)銷總監(jiān)Director of Sales and Marketing銷售部經(jīng)理Director of Sales公關(guān)經(jīng)理Public Relation Manager宴

14、會(huì)銷售經(jīng)理Banquet Sales Manager銷售經(jīng)理Sales Manager宴會(huì)銷售主任Banquet Sales Officer銷售主任Sales Officer高級(jí)銷售代表 Senior Sales Executive 銷售代表 Sales Executive 公關(guān)代表 P.R. Representative 公關(guān)部經(jīng)理Public Relation Manager公關(guān)部主任Public Relation Supervisor 高級(jí)客戶經(jīng)理Senior Account Manager資深美工Senior Artist美工Artist銷售部聯(lián)絡(luò)主任Sales Coordinator

15、計(jì)劃財(cái)務(wù)部Finance and Accounting Division財(cái)務(wù)部Accounting Department成本部Cost-control Department采購(gòu)部Purchasing Department審計(jì)部 Auditor Department 財(cái)務(wù)總監(jiān)Financial Controller (Director of Finance)財(cái)務(wù)部經(jīng)理Chief Accountant成本部經(jīng)理Cost Control manager結(jié)帳經(jīng)理Cashier Manager信用審計(jì)經(jīng)理Credit Manager采購(gòu)部經(jīng)理Purchasing Manager采購(gòu)部主管Purchasi

16、ng Officer 總出納Chief Cashier倉(cāng)儲(chǔ)領(lǐng)班 Store Room Captain營(yíng)業(yè)點(diǎn)結(jié)帳領(lǐng)班F&B Cashier Captain總臺(tái)結(jié)帳領(lǐng)班F/O Cashier Captain夜審計(jì)員 Night Auditor信用管理員Credit Clerk應(yīng)收款管理員 A/R Clerk往來款結(jié)算員Accounting Clerk收入費(fèi)用結(jié)算員 Accounting Clerk成本核算員 Cost Clerk驗(yàn)貨員Receiving Clerk信息管理員Information System Clerk文員Secretary食品采購(gòu)員Purchasing Clerk - F&B物

17、資采購(gòu)員Purchasing Clerk - Material食品保管員Storeroom Keep - F&B物資保管員 Storeroom Keep - Material餐廳收款員 F&B Cashier總臺(tái)收款員 F/O Cashier保健部技術(shù)經(jīng)理Health Technical Manager 保健部主管Health supervisor康樂部Recreation and Entertainment Department舞臺(tái)總監(jiān)：Stage Performance Director 藝術(shù)總監(jiān)：Arts Director消防員：Fireman 拓展部經(jīng)理：Marketing Manag

18、er 樓面經(jīng)理：Service ManagerDJ部高級(jí)工程師：DJ Senior Engineer康樂主管：Recreation Center SupervisorDJ部主管：DJ Supervisor舞臺(tái)主任：Stage Performance Supervisor康樂領(lǐng)班(樓面部長(zhǎng))：Captain DJ部長(zhǎng)：DJ Captain 舞廳服務(wù)員：Waiter/Waitress健身房服務(wù)員：Gymnasium Attendant桌球服務(wù)員：Billiard Attendant主持：Preside演員：Actor& Actress服務(wù)員：Waiter & WaitressDJ員：DJ咨客：Ho

19、stess房務(wù)部Room Division前廳部Front Office Department客房部（管家部）Housekeeping Department預(yù)訂部Reservation Department賓客關(guān)系主任Guest Relation Officer資深銷售中心預(yù)訂員Sales Center Senior Reservation Clerk銷售中心主任Sales Center Supervisor禮賓部經(jīng)理Chief Concierge行李員Bellboy女禮賓員Door Girl禮賓司Door Man客房總監(jiān)Director of Housekeeping前廳部經(jīng)理Front O

20、ffice Manager前廳部副經(jīng)理Asst . Front Office Manager 大堂副理Assistant Manager賓客關(guān)系經(jīng)理 Guest Relation Manager禮賓主管Chief Concierge客務(wù)主任Guest Relation Officer接待主管Chief Concierge接待員Receptionist 出租車訂車員Taxi Service Clerk行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper房務(wù)中心文員Room service Clerk 樓層主管Floor sup

21、ervisor樓層領(lǐng)班Floor Captain客房服務(wù)員Room Attendant洗衣房經(jīng)理Laundry Manager 公衛(wèi)主管：PA Supervisor 洗衣房主管：Laundry Supervisor 布草主管：Uniforms Supervisor 服務(wù)中心領(lǐng)班：Service Center Captain 公衛(wèi)領(lǐng)班：PA Captain 水洗領(lǐng)班：Laundry Captain 干洗領(lǐng)班：Dry Clean Captain 布草領(lǐng)班：Uniforms Captain 倉(cāng)管員：Store man 清潔工：P.A. Man 客房服務(wù)員：Room Attendant 縫紉工：Sea

22、mstress 熨燙工：Presser 洗滌工：Washer 餐飲部Food & Beverage Division中餐部 Chinese Restaurant Department西餐部 Western Restaurant Department廚房部 Kitchen Department管事部 Steward Department餐飲總監(jiān)F&B Director餐飲部經(jīng)理F&B Manager西餐廳經(jīng)理Western Restaurant Manager中餐廳經(jīng)理Chinese Restaurant Manager咖啡廳經(jīng)理Coffee Shop Manager餐飲部秘書F&B Secre

23、tary領(lǐng)班Captain迎賓員Hostess服務(wù)員Waiter ,Waitress傳菜Bus Boy, Bus Girl行政總廚Executive chef中廚師長(zhǎng)Sous Chef(Chinese Kitchen)西廚師長(zhǎng)Sous Chef(Western Kitchen)西餅主管Chief Baker點(diǎn)心工：Pastry Cook燒味廚師：Grill Chef廚工：Cook Assistant管事部：Steward Department 總管事：Chef Steward 主管：Steward Supervisor 碗工：Dishwasher 管事清潔工：Cleaner宴會(huì)銷售部經(jīng)理：Banquet Sales Manager 宴會(huì)銷售主任：Banquet Sales Officer中餐部經(jīng)理：Chinese Restaurant Manager西餐部經(jīng)理：Western Restaurant Manager營(yíng)業(yè)部經(jīng)理：Sales Manager酒水部經(jīng)理：Beverage Manager調(diào)酒師：Bartender 酒吧服務(wù)員：Barman 咖啡廳主管：Coffee Shop Supervisor 高級(jí)主管；Senior Supervisor 領(lǐng)班：Captain 高級(jí)服務(wù)員：Sen