vo1酒店作业标准流程目录.doc

上传人：laozhun

文档编号：3773884

上传时间：2023-03-21

格式：DOC

页数：58

大小：1.87MB

《vo1酒店作业标准流程目录.doc》由会员分享，可在线阅读，更多相关《vo1酒店作业标准流程目录.doc（58页珍藏版）》请在三一办公上搜索。

1、酒店作业标准流程目录9月6日2010参考国际知名品牌酒店各部门作业流程规范叶予舜汇整作业流程目标导向Hotel Opening Budget1. PRE-OPENING BUDGET TEMPLATE INSTRUCTIONS2. PRE-OPENING BUDGET (V3.1) 3. PRE-OPENING EXP BUD1 (A&G)A4. PRE-OPENING EXP BUD1 (APARTMENT&OFFICE)5. PRE-OPENING EXP BUD1 (HR)6. PRE-OPENING EXP BUD1 (OOD)7. PRE-OPENING EXP BUD1 (PET

2、R)8. PRE-OPENING EXP BUD1 (POM)9. PRE-OPENING EXP BUD1 (RMS)10. PRE-OPENING EXP BUD1 (S&M)11. PRE-OPENING EXP BUD1 (SUPPORT)12. PRE-OPENING EXP BUD (F&B)13. STAFF PLANNING114. STAFFING PLAN15. DEVELOPMENT PROJECT FACT SHEETGeneral ManagerHotel Opening Checklist一、 HOTEL OPENING ANNOUNCEMENT CHECKLIST

3、_V3开业检查表二、 GM PRE-OPENING MANUAL三、 DEVELOPMENT PROJECT FACT SHEET四、国际品牌酒店管理集团收费标准酒店设计规范一、凯悦设计标准酒店可行性评估模板及报告一、成都万怡酒店可行性报告二、 HVS酒店报告10-18三、浩华-中国酒店市场景气调查Sheraton喜来登酒店资料Sales & Marketing一、 Job Descriptions(OK)1. JD-OH-SM-CS-001 Catering Sales Mgr.宴会销售经理2. JD-OH-SM-CS-002 Catering Sales Exec.宴会销售主任3.

4、 JD-OH-SM-DH-001 DOSM市场销售总监4. JD-OH-SM-DH-003 ADOS销售副总监5. JD-OH-SM-DH-004 Sales Admin.销售部秘书6. JD-OH-SM-DH-005 Sales & Catering Analyst市场分析员7. JD-OH-SM-PR-001 PR Mgr.公关部经理8. JD-OH-SM-PR-002 PR Coor.公关部助理9. JD-OH-SM-PR-003 PR Artist美工10. JD-OH-SM-RM-001 Sr. Sales Mgr.高级销售经理11. JD-OH-SM-RM-002 Sales Mg

5、r.销售经理12. JD-OH-SM-RM-003 Sales Exec.销售主任13. JD-RM-RES-001 Revenue Manager14. JD-RM-RES-002 Res. Mgr.收入预订经理15. JD-RM-RES-003 Asst. Res. Mgr.预订部副经理16. JD-RM-RES-004 Res. Sales Agt.预订部销售文员二、 NETPC新员工培训计划及证书1. NETPC-OH-SM-CS002 Catering Sales Exec.宴会销售主任2. NETPC-OH-SM-CS-001 Catering Sales Mgr.宴会销售经理3.

6、 NETPC-OH-SM-DH-003 ADOS副销售总监4. NETPC-OH-SM-PR-001 PR Mgr.公关部经理5. NETPC-OH-SM-PR-002 PR Coor.公关助理6. NETPC-OH-SM-PR-003 PR Artist公关部美工7. NETPC-OH-SM-RM-001 Sr. Sales Mgr.高级销售经理8. NETPC-OH-SM-RM-002 Sales Mgr.销售经理9. NETPC-OH-SM-RM-003 Sales Exec.销售主任10. NETPC-RM-RES-002 Res. Sales Mgr.预订部销售经理11. NETPC

7、-RM-RES-003 Asst. Res. Mgr.预订部销售副经理12. NETPC-RM-RES-004 Res. Sales Agt.预订部销售文员三、 Standards & Procedures (OK)30a Catering Sales1. SP-OH-SM-CS-A001 Account Files客户档案2. SP-OH-SM-CS-A002 Account Management客户档案管理3. SP-OH-SM-CS-A003 Suppliers Files供应商档案4. SP-OH-SM-CS-A004 Competitors Survey竞争对手调查5. SP-OH-

8、SM-CS-A005 Strategic Sales Plan销售策略计划6. SP-OH-SM-CS-A006 Standard Letters标准信函7. SP-OH-SM-CS-A007 Daily Sales Briefing每日例会8. SP-OH-SM-CS-D001 Initial Sales Call初次拜访9. SP-OH-SM-CS-D002 Daily Sales Calls每日销售拜访10. SP-OH-SM-CS-D003 Joint Sales Calls参加销售拜访11. SP-OH-SM-CS-D004 Communication 协调12. SP-OH-SM-

9、CS-D005 Follow Up Action活动跟进13. SP-OH-SM-CS-D006 Hotel Inspection店内参观14. SP-OH-SM-CS-P001 Product Knowledge产品知识15. SP-OH-SM-CS-S001 Starwood Preferred Planner仕达屋优先会议组织者16. SP-OH-SM-CS-S002 Leads Management管理订房线索17. SP-OH-SM-CS-S003 Brand Identity品牌一致30b Public Relations1. SP-OH-SM-PR-A201 Database M

10、anagement 数据库管理2. SP-OH-SM-PR-A202 Photo Library饭店图片库管理3. SP-OH-SM-PR-A203 Collateral Library宣传资料库4. SP-OH-SM-PR-A204 Inventory Check 库存检查5. SP-OH-SM-PR-A205 Design Coding 设计编号6. SP-OH-SM-PR-A301 Office Equipment 公关部设备管理7. SP-OH-SM-PR-A302 Artist Monthly Report8. SP-OH-SM-PR-D001 Media Interview 会见媒

11、体人士9. SP-OH-SM-PR-D002 Media Call拜访媒体人士10. SP-OH-SM-PR-D003 Site Inspection参观饭店11. SP-OH-SM-PR-D004 Monthly Press Luncheon月度媒体人员午餐会12. SP-OH-SM-PR-D005 Press Conference新闻发布会13. SP-OH-SM-PR-D101 Press Release发布饭店新闻14. SP-OH-SM-PR-D102 Hotel Donations捐赠赞助15. SP-OH-SM-PR-D103 Public Inquiry回复咨询16. SP-O

12、H-SM-PR-D201 Collateral Production制作宣传资料17. SP-OH-SM-PR-D202 Give Away Item制作礼品18. SP-OH-SM-PR-D203 Artwork Production美工制作19. SP-OH-SM-PR-D301 Advertisement Insertion刊登广告20. SP-OH-SM-PR-D302 Barter Agreement 对冲协议21. SP-OH-SM-PR-D401 Paper Clipping剪报22. SP-OH-SM-PR-D402 Direct Mailing直邮23. SP-OH-SM-P

13、R-S001 Hotel Logo饭店标识30c Reservations1. SP-RM-RES-A010 Morning Shift Procedure预订部早班程序2. SP-RM-RES-A020 End of Shift Procedure下班程序3. SP-RM-RES-A030 Working Area 工作区域4. SP-RM-RES-A050 Booking Confirmation确认信5. SP-RM-RES-A060 Reporting打印报告6. SP-RM-RES-A070 Filing存档7. SP-RM-RES-A080 Processing Busy Line

14、s电话占线的处理程序8. SP-RM-RES-A090 Taking Messages电话留言9. SP-RM-RES-A100 Guest Name输入客人名字10. SP-RM-RES-A110 Guest History客史资料管理11. SP-RM-RES-D010 Answering Telephones接听电话12. SP-RM-RES-D011 SPG Recognition仕达屋优先顾客计划会员识别标准13. SP-RM-RES-D020 Checking Availability查看可卖房14. SP-RM-RES-D030 Taking Reservations承接预订15

15、. SP-RM-RES-D040 Guaranteed Arrival担保预订16. SP-RM-RES-D050 No-Shows预订未到17. SP-RM-RES-D060 Amendments更改预订18. SP-RM-RES-D070 Cancellations取消预订19. SP-RM-RES-D080 Same Day Reservations当天预订20. SP-RM-RES-D090 Early Arrival提前抵店21. SP-RM-RES-D100 Late Departure推迟离店22. SP-RM-RES-D110 VIP Booking贵宾预订23. SP-RM-

16、RES-D120 Airport Transfer接送机和租用车服务24. SP-RM-RES-D140 Next Day Arrival检查第二天预订客人报表25. SP-RM-RES-D150 Group Reservation团队预订26. SP-RM-RES-D160 Room Block锁房27. SP-RM-RES-D170 Overbooking超额预订28. SP-RM-RES-D190 CI & M Inquiry会议及宴会预订需要29. SP-RM-RES-D200 Restaurant Booking餐厅预订30. SP-RM-RES-D210 Handling Comp

17、laints处理客人投诉31. SP-RM-RES-D220 Build Rapport with Key Bookers与订房人建立良好关系32. SP-RM-RES-P010 Check-in & Check-out Time登记和结帐时间33. SP-RM-RES-P020 Extra Persons超额人员预订34. SP-RM-RES-P030 Closed out Period预订截止日期35. SP-RM-RES-P040 Blacklist黑名单36. SP-RM-RES-P050 Credit Procedure信用要求37. SP-RM-RES-P060 Product K

18、nowledge产品知识38. SP-RM-RES-P070 Physically Challenged残疾人设施39. SP-RM-RES-P080 Local Information当地旅游信息40. SP-RM-RES-P090 Rate Structure价格构成41. SP-RM-RES-P100 Up-selling促销42. SP-RM-RES-P110 Fidelio Knowledge Fidelio 电脑知识43. SP-RM-RES-S010 Knowledge of Contacts电话交流知识44. SP-RM-RES-S020 Toll Free Number免费电

19、话和国际长途问讯45. SP-RM-RES-S030 SPG Program Procedure仕达屋优先顾客计划46. SP-RM-RES-S040 Star Choice Program选择计划30d Room Sales1. SP-OH-SM-RM-A001 Account Files客户档案2. SP-OH-SM-RM-A002 Account Management客户档案管理3. SP-OH-SM-RM-A003 Standard Form标准表格4. SP-OH-SM-RM-A004 Standard Letters标准信函5. SP-OH-SM-RM-A101 Sales Adm

20、inistration销售部行政管理6. SP-OH-SM-RM-A102 Office Review办公室核查7. SP-OH-SM-RM-A201 Action Plans活动计划8. SP-OH-SM-RM-A202 Business Trips商务旅行标准9. SP-OH-SM-RM-D001 Daily Sales Calls每日销售拜访10. SP-OH-SM-RM-D002 Daily Sales Briefing每日销售会议11. SP-OH-SM-RM-D003 Sales & Marketing Meeting市场销售会议12. SP-OH-SM-RM-D004 Joint

21、 Sales Calls参加销售拜访13. SP-OH-SM-RM-D101 Group Handling团队接待14. SP-OH-SM-RM-D102 Government Guest Handling政府客人接待15. SP-OH-SM-RM-D103 VIP Guest Handling贵宾接待标准16. SP-OH-SM-RM-D104 Hotel Inspection店内参观17. SP-OH-SM-RM-S001 Brand Identity品牌一致18. SP-OH-SM-RM-S002 Leads Management管理定房线索四、 Training Activity Ou

22、tlines培训活动纲要33a Catering Sales1. TAO-OH-SM-CS-A003 Suppliers File 供应商档案2. TAO-OH-SM-CS-A004 Competitors Survey竞争对手调查3. TAO-OH-SM-CS-A005 Strategic Sales Plan 销售策略计划4. TAO-OH-SM-CS-D001 Initial Sales Call初次拜访5. TAO-OH-SM-CS-D004 Communication 沟通与合作6. TAO-OH-SM-CS-D005 Follow Up Action 活动跟进7. TAO-OH-S

23、M-CS-P001 Product Knowledge 产品知识8. TAO-OH-SM-CS-S001 Starwood Preferred Planner仕达屋优先计划者计划33b Public Relations1. TAO-OH-SM-PR-A101 PR Monthly Presentation公关部月度汇报展示2. TAO-OH-SM-PR-A201 Database Management数据库管理3. TAO-OH-SM-PR-A202 Photo Library图片库4. TAO-OH-SM-PR-A203 Collateral Library宣传资料库5. TAO-OH-SM

24、-PR-A204 Inventory Check库存检查6. TAO-OH-SM-PR-A205 Design Code设计编号7. TAO-OH-SM-PR-A301 Office Equipment公关部设备管理8. TAO-OH-SM-PR-A302 Artist Monthly Report月度设计报告9. TAO-OH-SM-PR-D001 Media Interview会见媒体10. TAO-OH-SM-PR-D002 Media Call拜访媒体人士11. TAO-OH-SM-PR-D003 Site Inspection参观饭店12. TAO-OH-SM-PR-D004 Mon

25、thly Press Luncheon月度媒体人员午餐会13. TAO-OH-SM-PR-D005 Press Conference新闻发布会14. TAO-OH-SM-PR-D101 Press Release发布饭店新闻15. TAO-OH-SM-PR-D102 Hotel Donations饭店捐赠活动16. TAO-OH-SM-PR-D103 Public Inquiry回复咨询17. TAO-OH-SM-PR-D201 Collateral Production制作宣传品18. TAO-OH-SM-PR-D202 Give-away Production制作馈赠礼品19. TAO-O

26、H-SM-PR-D203 Artwork Production美工制作20. TAO-OH-SM-PR-D301 Advertisement Insertion21. TAO-OH-SM-PR-D302 Barter Agreement对冲协议22. TAO-OH-SM-PR-D401 Paper Clipping剪报23. TAO-OH-SM-PR-D402 Direct Mailing直邮24. TAO-OH-SM-PR-D403 Distributing Guest Letters传送信件25. TAO-OH-SM-PR-S001 Hotel Logo饭店标识26. TAO-OH-SM-

27、PR-S002 Corporate Design Guideline集团设计标准33c Reservations1. TAO-RM-RES-A020 End & Morning Shift Procedure下班程序早班程序2. TAO-RM-RES-A030 Working Area Maintaining工作区域维护3. TAO-RM-RES-A050 Booking Confirmation确认信4. TAO-RM-RES-A060 Reporting打印报告5. TAO-RM-RES-A070 Filing存档6. TAO-RM-RES-A080 Processing Busy Li

28、ne电话占线的处理程序7. TAO-RM-RES-A090 Taking Message电话留言8. TAO-RM-RES-A100 Guest Name 客人名字9. TAO-RM-RES-A110 Guest History Profiles Manage客人档案管理10. TAO-RM-RES-D010 Answer Telephone接听电话仕达屋优先顾客计划会员识别标准11. TAO-RM-RES-D020 Checking Availability 查看可卖房12. TAO-RM-RES-D030 Taking Reservation作预订当天预订13. TAO-RM-RES-D

29、040 Guaranteed Arrival担保预定14. TAO-RM-RES-D050 No shows预订未到15. TAO-RM-RES-D060 Amendments更改和取消预订16. TAO-RM-RES-D110 VIP Booking贵宾预订17. TAO-RM-RES-D120 Airport Transfer接送机和租用车服务18. TAO-RM-RES-D130 Special Request & Trace Function特殊要求及跟踪服务19. TAO-RM-RES-D140 Next Arrival Report Checking检查第二天预抵客人报表20. T

30、AO-RM-RES-D150 Group Reservation团队预订21. TAO-RM-RES-D160 Room Block锁房22. TAO-RM-RES-D170 Overbooking超额预订23. TAO-RM-RES-D180 Waiting List等候名单和推荐其他酒店24. TAO-RM-RES-D190-CI & M Inquiry会议及宴会预订需要25. TAO-RM-RES-D200-Restaurant Booking餐厅预订26. TAO-RM-RES-D210-Handling Complaints处理客人投诉27. TAO-RM-RES-D220-Buil

31、d Rapport with Key Booker与订房人建立良好关系28. TAO-RM-RES-P010-Check-in & Check-out Time登记和结帐时间, 提前抵店和推迟离开29. TAO-RM-RES-P020-Extra Persons超额人员30. TAO-RM-RES-P030-Closedout Period 预订截止日期31. TAO-RM-RES-P040-Blacklist 黑名单32. TAO-RM-RES-P050-Credit Procedure 信用要求33. TAO-RM-RES-P060-Product Knowledge 酒店设施34. TA

32、O-RM-RES-P070-Physically Challenged 残疾人设施35. TAO-RM-RES-P090-Rate Structure价格构成36. TAO-RM-RES-P100-Upselling促销37. TAO-RM-RES-P110-Fidelio Knowledge电脑知识38. TAO-RM-RES-S010-Knowledge of Contacts 电话交流知识当地旅游信息39. TAO-RM-RES-S020-Toll Free Number免费电话和国际长途电话40. TAO-RM-RES-S030-SPG Program仕达屋优先顾客计划会员41. T

33、AO-RM-RES-S040-Star Choice Program 选择计划33d Room Sales1. TAO-OH-SM-RM-A001 Account Files客户档案2. TAO-OH-SM-RM-A002 Account Management 客户管理3. TAO-OH-SM-RM-A003 Standard Form标准表格4. TAO-OH-SM-RM-A004 Standard Letters标准信函5. TAO-OH-SM-RM-A101 Sales Administration办公室行政管理6. TAO-OH-SM-RM-A102 Office Review办公室核

34、查7. TAO-OH-SM-RM-A202 Action Plan活动计划8. TAO-OH-SM-RM-A202 Business Trip Standard商务旅行标准9. TAO-OH-SM-RM-D001 Daily Sales Calls每日销售拜访10. TAO-OH-SM-RM-D002 Daily Sales Briefing每日销售会议11. TAO-OH-SM-RM-D004 Joint Sales Call 联合销售拜访12. TAO-OH-SM-RM-D004 Sales & Marketing Meeting市场销售会议13. TAO-OH-SM-RM-D101 Gr

35、oup Handling团队接待14. TAO-OH-SM-RM-D102 Government Guest Handling 政府客人接待15. TAO-OH-SM-RM-D103 VIP Handling贵宾接待16. TAO-OH-SM-RM-D104 Hotel Inspection店内参观17. TAO-OH-SM-RM-S001 Brand Identity品牌一致18. TAO-OH-SM-RM-S102 Leads Management订房线索管理Flow chart SOPs(samples)Duty_Manager1. DM0001_Checking In VIP With

36、 Arrival Details2. DM0002_Checking Out VIP3. DM0003_Checking The Due out Room4. DM0004_Handling Guest Out Of Town5. DM0005_Handling Guest Complaint6. DM0006_Handling Guest Accident7. DM0007_Handling Staff Accident8. DM0008_Handling Guest Possessions Missing In Room9. DM0009_Handling Lost And Found10

37、. DM0010_Handling Valuables Storage In Safety Box11. DM0011_Checking Room Status Discrepancy12. DM0012_Checking Room Rate Discrepancy13. DM0013_Celebrating Birthday For GuestBusiness Center一、 Job Descriptions1. JD-OD-BC-001 Business Centre Manager商务中心经理2. JD-OD-BC-002 Business Centre Shift-leader商务中

38、心主管3. JD-OD-BC-003 Business Centre GSA商务中心文员二、 NETPC新员工培训计划及证书1. NP-OD-BC-002 BUSINESS CENTRE SHIFTLEADER主管2. NP-OD-BC-003 BUSINESS CENTRE GSA文员三、 Standards & Procedures1. BUSINESS CENTRE INDEX2. SP-OD-BC-A101 GREETING GUESTS问候客人3. SP-OD-BC-A102 RECEIVING ASSIGNMENT接受任务4. SP-OD-BC-A103 PHOTOCOPYING复

39、印服务5. SP-OD-BC-A104 TYPING SERVICE打字服务6. SP-OD-BC-A105 OUT-GOING FAX发送传真7. SP-OD-BC-A106 IN-COMING FAX接收传真8. SP-OD-BC-A107 BINDING SERVICE装订服务9. SP-OD-BC-A108 COURIER SERVICE邮件服务10. SP-OD-BC-A109 GUEST USE OF WORK STATION宾客使用电脑工作站11. SP-OD-BC-A110 MAKING BUSINESS APPOINTMENTS安排商务约见12. SP-OD-BC-A111

40、SECRETERIAL SERVICE秘书服务13. SP-OD-BC-A201 TELEPHONE CALLS电话服务14. SP-OD-BC-A202 LONG DISTANCE IDD LOCAL CALLS长途电话国际长途本地15. SP-OD-BC-A203 BUSINESS CARD PRINTING名片印刷16. SP-OD-BC-A204 FILMS DEVELOPMENT洗相服务17. SP-OD-BC-A205 CHARGING MOBILE PHONE BATTERY手机充电18. SP-OD-BC-A206 LOBBY SHOP大堂礼品店19. SP-OD-BC-A30

41、1 POSTING OF CHARGE入帐20. SP-OD-BC-A302 BC MISCELLANEOUS CONTROL SHEET商务中心杂项控制单21. SP-OD-BC-B101 STAMP SERVICE邮票服务22. SP-OD-BC-B102 MAINTAINING BC LIBRARY商务中心图书馆的管理23. SP-OD-BC-B103 INTERNET & E-MAIL SERVICE国际互联网及电子邮件24. SP-OD-BC-B104 INTERPRETER & TRANSLATION翻译服务25. SP-OD-BC-B105 POSTING OF LATE CHA

42、RGES追收帐目26. SP-OD-BC-B106 ACTIONING TRACE REPORT完成跟踪报告27. SP-OD-BC-B201 LOAN OF EQUIPMENT出租设备28. SP-OD-BC-B202 RENTAL OF MEETING ROOM & OFFICE出租会议室及办公室29. SP-OD-BC-B203 CONTRACT SERVICE合同服务四、 Training Activity Outlines培训活动纲要1. TAO-OD-BC-A101 GREETING GUEST迎候宾客2. TAO-OD-BC-A102 RECEIVING ASSIGNMENT接受

43、任务3. TAO-OD-BC-A103 PHOTOCOPYING复印服务4. TAO-OD-BC-A104 TYPING SERVICE打字服务5. TAO-OD-BC-A105 OUT-GOING FAX发送传真6. TAO-OD-BC-A106 IN-COMING FAX接收传真7. TAO-OD-BC-A107 BINDING SERVICE Binding Service 装订服务8. TAO-OD-BC-A108 COURIRE SERVICE邮件服务9. TAO-OD-BC-A109 GUEST USE OF WORK STATION宾客使用电脑工作站10. TAO-OD-BC-A

44、110 MAKING BUSINESS APPOINTMENTS安排商务约见11. TAO-OD-BC-A111 SECRETARIAL SERVICE秘书服务12. TAO-OD-BC-A201 TELEPHONE CALLS电话服务13. TAO-OD-BC-A202 LONG DISTANCE IDD LOCAL CALLS长途电话国际长途本地电话14. TAO-OD-BC-A203 BUSINESS CARD PRINTING名片印刷15. TAO-OD-BC-A204 FILMS DEVELOPMENT 洗相服务16. TAO-OD-BC-A205 CHARGING MOBILE P

45、HONE BATTERY手机充电17. TAO-OD-BC-A206 LOBBY SHOP大堂礼品店18. TAO-OD-BC-A301 POSTING OF CHARGES入帐19. TAO-OD-BC-A302 BC MISCELLANEOUS CONTROL SHEET 商务中心杂项控制单20. TAO-OD-BC-B101 STAMP SERVICE邮票服务21. TAO-OD-BC-B102 MAINTAINING BC LIBRARY商务中心图书馆的管理22. TAO-OD-BC-B103 INTERNET & E-MAIL SERVICE国际互联网及电子邮件服务23. TAO-O

46、D-BC-B104 INTERPRETER & TRANSLATION SERVICE翻译服务24. TAO-OD-BC-B105 POSTING OF LATE CHARGE追收帐目25. TAO-OD-BC-B106 ACTIONING TRACE REPORT完成跟踪报告26. TAO-OD-BC-B201 LOAN OF EQUIPMENT出租设备27. TAO-OD-BC-B202 RENTAL OF MEETING ROOM & OFFICE出租会议室及办公室28. TAO-OD-BC-B203 CONTRACT SERVICE合同服务RoomsHotel Internal For

47、msService Center1. SC0001_ Handling Incoming Call2. SC0002_Handling Call From Guest Room3. SC0003_Handling Wake Up Call Request4. SC0004_Follow Up Wake Up Call5. SC0005_Handling Do Not Disturb Request6. SC0006_Handling Leaving Message For In House Guest7. SC0007_Handling Guest Request For Follow Me8. SC0008_Engineering Service9. SC0009_Fax And newspaper Delivery10. SC0010_Handling Complaint11. SC0011_Housekeeping Servic