星级酒店客服部各岗位工作流程

星级酒店客服部各岗位工作流程 1 1. 参加酒店 2. 召开部门会议 2 3. 现场督导、巡查 4. 处理突发事件 3 5. 处理客人投诉 续表 4 6、与其它岗位相接口的程序: 序号 程序名 接口部门/岗位 1. 前厅程序 前厅经 理 2. 大堂程序 大堂副 理 3. 大堂程序 金钥匙 4. 楼面程序 楼面经 理 5. PA程序 PA经 理 管理随想:(共5页) ____________________________________________________________________________________________________________________________________________________ 5 ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 6 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_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 13 1. 召开班前会 1. 参加酒店/部门会议 14 3. 现场督导、巡查 15 4. 处理突发事件 5. 处理客人投诉 16 续表 6、与其它岗位相接口的程序: 序号 程序名 接口部门/岗位 1、 楼面程序 楼面领班、客房中心领 班 17 管理随想:(共5页) 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_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 25 1.班前准备 26 2.分配清扫房间 3.召开班前会 4.检查房间 27 检查卫生间 28 5.报空房 29 6.收取小酒吧帐单 7.饮料管理 30 8.检查服务员工作单 31 9.交接班 32 10、与其它岗位相接口的程序: 序号 程序名 接口部门/岗位 1、 清洁程序 清洁员 2、 服务程序 服务员 管理随想: (共5页) 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______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ _______________________________________________________________________________ _________ 41 文员兼仓管工作程序 1. 42 1.客务部经理会议前的 准备 2. 通知召集部门会议 3.做 会议记录 幼儿园家长会会议记录关于溺水关于讨论某某为党代表会议记录会议记录格式doc会议记录表格下载机关保密工作会议记录 43 4.文件管理 44 5.申领物品 6.遗留物品管理 45 续表 7、与其它岗位相接口的程序: 序号 程序名 接口部门/岗位 1( 领班程序 客务领班 管理随想:(共5页) 46 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_____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ __________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ 55 _______________________________________________________________________________________________________________________________________ _____________________________________________________________________________________________________________________ 56 57 1.到岗 2.转接电话 58 59 3.散客叫醒 60 4.团队叫醒 61 5.重要宾客叫醒 62 ******大酒店 工作程序 Golden Dome International Hotel 7.重要宾客信息处理 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. 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Nanjing 73 ******大酒店 工作程序 Golden Dome International Hotel _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _________________________ _______________________________________ _______________________________________ 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 74 ******大酒店 工作程序 Golden Dome International Hotel 客房服务员工作程序 (清扫员) 参加班前会 清扫房间 1. 工作车摆放 3. 打扫房间 2 4. 5.下班前收尾 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 75 ******大酒店 工作程序 Golden Dome International Hotel 1.工作车摆放 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 76 ******大酒店 工作程序 Golden Dome International Hotel 续表 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 77 ******大酒店 工作程序 Golden Dome International Hotel 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 78 ******大酒店 工作程序 Golden Dome International Hotel 4.清洁卫生间 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 79 ******大酒店 工作程序 Golden Dome International Hotel 续表 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 80 ******大酒店 工作程序 Golden Dome International Hotel 6、与其它岗位相接口的程序: 序号 程序名 接口部门/岗位 3( 领班程序 楼面领班 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 81 ******大酒店 工作程序 Golden Dome International Hotel 管理随想:(共5页) _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. 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Nanjing 86 ******大酒店 工作程序 Golden Dome International Hotel _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ 87 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing ******大酒店 工作程序 Golden Dome International Hotel 客房服务员工作程序 1. 12. 4.客人离店结帐 13.巡视楼层 5. 14. 杯具洗涤、消毒 6.报交遗留物品 15. 7. 16. 8. 17. 9. 18. 10. 19. 11. 21. 收尾工作 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 88 ******大酒店 工作程序 Golden Dome International Hotel 1.楼层钥匙的领用和保管 2.班前准备 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 89 ******大酒店 工作程序 Golden Dome International Hotel 3.开房门 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 90 ******大酒店 工作程序 Golden Dome International Hotel 续表 4.客人离店结帐 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 91 ******大酒店 工作程序 Golden Dome International Hotel 续表 5.查走客房(遗留物品) 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 92 ******大酒店 工作程序 Golden Dome International Hotel 6.报交遗留物品 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 93 ******大酒店 工作程序 Golden Dome International Hotel 7.开酒水帐单 8.擦皮鞋 9.客房二次打扫 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 94 ******大酒店 工作程序 Golden Dome International Hotel 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 95 ******大酒店 工作程序 Golden Dome International Hotel 10.做夜床 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 96 ******大酒店 工作程序 Golden Dome International Hotel 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 97 ******大酒店 工作程序 Golden Dome International Hotel 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 98 ******大酒店 工作程序 Golden Dome International Hotel 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 99 ******大酒店 工作程序 Golden Dome International Hotel 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 100 ******大酒店 工作程序 Golden Dome International Hotel 17.床垫翻转 18.加床 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 101 ******大酒店 工作程序 Golden Dome International Hotel 续表 19.意外损坏宾客物品的处理 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 102 ******大酒店 工作程序 Golden Dome International Hotel 续表 20.火警疏散、撤离 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 103 ******大酒店 工作程序 Golden Dome International Hotel 22、与其它岗位相接口的程序: 序号 程序名 接口部门/岗位 1、 领班程序 楼面领班 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 104 ******大酒店 工作程序 Golden Dome International Hotel 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 105 ******大酒店 工作程序 Golden Dome International Hotel 1.班前准备 2.会议摆台 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 106 ******大酒店 工作程序 Golden Dome International Hotel 3.会议服务 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 107 ******大酒店 工作程序 Golden Dome International Hotel 4.贵宾休息室摆台 5(贵宾休息室服务 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 108 ******大酒店 工作程序 Golden Dome International Hotel 6(签字仪式摆台 7(签字仪式服务 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 109 ******大酒店 工作程序 Golden Dome International Hotel 8(结束工作 9、与其它岗位相接口的程序: 序号 程序名 接口部门/岗位 1、 领班程序 楼面领班 南京中易酒店管理策划有限公司 Enjoyment Hotel Management Co. Nanjing 110