五星级酒店全套运营管理实务.docx

五星级酒店全套运营管理实务总编CONTENTS第一章酒店简介GENERA1.STATEMENT其次章管理体系MANAGEMENTSYSTEM附：组织结构图APPENDIK:ORGANIZATIONCHART第一节经营理念TheSpiritofRedBoatHote1.其次节顾客政策CustomerPo1.icies第三节质量管理体系Qua1.ityContro1.System第四节服务质量保证书Qua1.ityGuarantee第五节人事政策及培训支配实施Personne1.Po1.icies&Training第六节酒店内部刊物（店报）NewsPaper第七节员工手册StaffHandbook第一编：总经理I、GENERA1.MANAGER第一章总经理1-6G.M1. 1总经理Genera1.Manager1-31.2驻店经理ResidentManager4-6其次章总经理秘书7-11GM'SSECRETARY2. 1总经理秘书G.MSecretary7-92.2文员C1.erk10-11第三章会议程序12MEETINGSCHEDU1.E其次编：市场营销部I1.、MARKET&SA1.ESDEPT第一章市场营销部组织结构图4ORGNIZTONCHART其次章市场营销部各岗位职责5-14POSITIONRESPONSIBI1.ITIESOFM&SDEPT2. 1市场营销部经理M&SDeptManager5-62.2 商务销售代表Sa1.esRepresentativeofCommercia1.7-82.3 旅行社销售代表Sa1.esRepresentativeofTrave1.Agency910SecretaryArtDesigner2.4 秘书11-122.5 美工13-14第三章市场营销部各闵位工作程序及标准15-26STANDARDOPERATIONPROCEDUREOFMfeSDEPTPromotionandSa1.es3.1 商务销售代表促销访问Ca1.1.15-163. 2长包房销售Sa1.es17-193.2 团队预订Reservation20-213.3 旅行社销售代表外出销售3.4 会议销令Sa1.es23-243.5 及旅行社签订协议AgreementSigning253.6 团队预订更改、取消Cance1.1.ation261.ong-StayingRoomGroupOutsideSa1.esCa1.1.22ConferenceTrave1.AgencyReservationAmendment&第四章附加程序27-32ACCESSORYPROCEDURES4. 1处理突发事务Hand1.inganEmergency274. 2客用印刷品制作PressworkMaking284.3客户档案建档AccountFi1.e1.argeActivityPressBriefing32DEPTReceptionOfficeData36Regu1.arJobReportJobResu1.tEstab1.ishing294.2 大型活动工作支配Arrangement304.3 组织新闻发布会第五章市场营销部管理制度33-38MANAGEMENTSYSTEMOF5. 1接待33-355. 2办公室环境Environment365.2 资料5.3 例会Meeting375.5工作汇报385.6工作业绩考核Eva1.uation385.7美工室管理制度ArtDesignOffice38第六章市场营销部内部运转表格39-49OPERATION1.IST01'M&SDEPT第三编：财务部II1.FINANCIA1.DEPT第一章财务部组织结构图1ORGANIZATIONCHART其次章财务部岗位职责及工作程序2POSITIONRESPONSIBI1.ITIESOFFINDEPT2.1财务总监Financia1.Contro1.1.er22.2副财务总监DeputyFinanceDirector42.3秘书Secretary62.4会计主任ChiefAccountant72.5总帐Genera1.1.edger102.6费用核算员CostContro1.C1.erk142.7资产核算员Assets1.edgerC1.erk172.8信贷应收员Credit&A/R192.9应付款文员AccountsPayab1.eC1.erk222.10出纳员Cashier252.11工资员Payro1.1.282.12收银主任ChiefCashier292.13收银督导CashierCaptain312.14审计员Auditor322.15总台收银FrontDeskCashier342.16站点收银员OUIIeISCashier382.17成本限制部主任ChiefCostContro1.Ier412.18材料核算员CostingC1.erk-Materia1.s442.19食品原料仓库保管员StorekeePer-FoOd462.20饮品烟草仓库保管员Storekeeper-Beverage&Tobacco492.21物资仓库保管员Storekeeper-Genera1.512.22收货员ReceivingC1.erk532.23电脑部经理EDPManager552.24电脑硬件工程师EDPOfficer-Hardware572.25电脑软件工程师EDPOfficer-Software592.26选购部经理PurchasingManager612.27选购部督导PurchasingCaptain632.28选购员Purchasier64第三章财务管理制度及程序67MANAGEMENTSYETEM&PROCEDUREOFFINDEPT3.1餐厅收银结帐RestaurantCashierCheck-out673.2信用卡结帐CreditCardCheck-out683.3信用卡压卡CreditCardPush-Down693.470收银员编制报告CashierWorkoutReporting3.5Connect71收银员下班交接Cashier'SOffDuty3.6总出纳工作Genera1.CashierJobProcedures723.7现金支出报销CashPayout733.8Audit74客房房租收入审计GuestRoomRateReceipt3.9转帐支票授理VirementChequeTeachTheReason753.10信用卡托收的处理CreditCardCo1.1.ection*Smanage763.11点菜单传递的限制CaptainOrderTransferContro1.773.12帐单传递Bi1.1.TransferProcedures783.13货币传递限制CurrencyTransferContro1.793.14客人离店时间的限制GuestDepartureTimeContro1.803.15房租减免的内部限制RentDeratingInsideContro1.813.16营业点帐单建立OU1.1.etSBi1.1.Found823.17营业点帐单结帐OUt1.etSBi1.1.Check-out833.18信用卡授权程序CreditCardAccredit843.19散客签字消费FITSigningConsume853.20单位、团队签字转帐Unit&GroupSigningTransfei'ccount863.21营业发票运用BusinessInvoiceUseing873.22审核营业点帐款AuditOut1.etsAccount883.23审核前厅帐款AuditFrontOfficeAccount893.24编制营业日报表WorkoutBusinessDay3.25夜间稽核工作NightAuditJob913.26信贷政策CreditPo1.icy923.27预算编制程序BudgetWorkoutProcedures953.28应收款管理AccountsReceivab1.eManage963.29收银员管理Out1.etsCashierManage973.30出纳员管理CashierManage983.31审计员管理AuditorManage1003.32现金管理CashManage1013.33总出纳管理Genera1.CashierManage1033.34选购部管理StockingManage1043.35物资选购申请GoodsStockApp1.ication1063.36选购报价、确认StockQuotedPricc&Confirm1073.37选购审批StockExamine&Approve1083.38选购物品的结算StOCkGoodsBa1.anceofaccounts1093.39提货工作程序PickUpTheGoodsJobProcedures1103.40物品验收程序GoodsReceiving1113.41选购方式及有关程序StockWay&Procedures1123.42 仓库的收、发及盘存StoreroomAcceptingSendOut、Inventory1203.43 食品和饮料存货-定价、标记及贮藏F&BStock:priceSignftStore1223.44 44食品和饮料存货-发货、申请领货F&BStock:SendOutftApp1.ication1243. 45食品和饮料存货-标准存货F&BStockiStandard1263. 46食品和饮料存货-实地盘在F&BStock:On-The-SpotInventory1283.47食品成本限制程序FoodCostContro1.1303.48食品标准成本卡制作FoodStandardCostCardExecution1313.49食品标准成本计算FoodStandardCostAccount1323.50食品标准成本核算FoodStandardCostCheck1333.51餐饮公关班用F&BPub1.icre1.ationsCost134