(中英文)酒店管理实务资料

营运管理实务目录WORKING MANUAL OF RED BOAT HOTEL写在前面的话PREFACE总编CONTENTS第一章酒店简介GENERAL STATEMENT第二章管理体系MANAGEMENT SYSTEM附：组织结构图APPENDIX:ORGANIZATION CHART 第一节经营理念The Spirit of Red Boat Hotel第二节顾客政策Customer Policies第三节质量管理体系Quality Control System第四节服务质量保证书Quality Guarantee第五节人事政策及培训计划实施Personnel Policies&Training第六节酒店内部刊物（店报）News Paper第七节员工手册Staff Handbook第一编：总经理Ⅰ、GENERAL MANAGER第一章总经理1-6G.M1.1总经理General Manager1-31.2驻店经理Resident Manager4-6第二章总经理秘书7-11G.M’S SECRETARY2.1总经理秘书G.M Secretary7-92.2文员Clerk10-11第三章会议程序12MEETING SCHEDULE第二编：市场营销部Ⅱ、MARKET&SALES DEPT第一章市场营销部组织结构图4ORGANIZATON CHART第二章市场营销部各岗位职责5-14POSITION RESPONSIBILITIES OF M&S DEPT2.1市场营销部经理M&S Dept Manager5-62.2商务销售代表Sales Representative of Commercial7-82.3旅行社销售代表Sales Representative of Travel Agency9-10 2.4秘书Secretary11-122.5美工Art Designer13-14第三章市场营销部各岗位工作程序及标准15-26STANDARD OPERATION PROCEDURE OF M&S DEPT3.1商务销售代表促销访问Promotion and Sales Call15-163.2长包房销售Long-Staying Room Sales17-193.3团队预订Group Reservation20-213.4旅行社销售代表外出销售Outside Sales Call223.5会议销售Conference Sales23-243.6与旅行社签订协议Travel Agency Agreement Signing253.7团队预订更改、取消Reservation Amendment&Cancellation26第四章附加程序27-32ACCESSORY PROCEDURES4.1处理突发事件Handling an Emergency274.2客用印刷品制作Presswork Making284.3客户档案建档Account File Establishing294.4大型活动工作安排Large Activity Arrangement304.5组织新闻发布会Press Briefing32第五章市场营销部管理制度33-38MANAGEMENT SYSTEM OF M&S DEPT5.1接待Reception33-355.2办公室环境Office Environment365.3资料Data365.4例会Regular Meeting375.5工作汇报Job Report385.6工作业绩考核Job Result Evaluation385.7美工室管理制度Art Design Office38第六章市场营销部内部运转表格39-49OPERATION LIST OF M&S DEPT第三编：财务部Ⅲ、FINANCIAL DEPT第一章财务部组织结构图1ORGANIZATION CHART第二章财务部岗位职责及工作程序2POSITION RESPONSIBILITIES OF FIN DEPT2.1财务总监Financial Controller22.2副财务总监Deputy Finance Director42.3秘书Secretary62.4会计主任Chief Accountant72.5总帐General Ledger102.6费用核算员Cost Control Clerk142.7资产核算员Assets Ledger Clerk172.8信贷应收员Credit&A/R192.9应付款文员Accounts Payable Clerk222.10出纳员Cashier252.11工资员Payroll282.12收银主任Chief Cashier292.13收银督导Cashier Captain312.14审计员Auditor322.15总台收银Front Desk Cashier342.16站点收银员Outlets Cashier382.17成本控制部主任Chief Cost Controller412.18材料核算员Costing Clerk–Materials442.19食品原料仓库保管员Storekeeper–Food462.20饮品烟草仓库保管员Storekeeper–Beverage&Tobacco49 2.21物资仓库保管员Storekeeper–General512.22收货员Receiving Clerk532.23电脑部经理EDP Manager552.24电脑硬件工程师EDP Officer–Hardware572.25电脑软件工程师EDP Officer–Software592.26采购部经理Purchasing Manager612.27采购部督导Purchasing Captain632.28采购员Purchasier64第三章财务管理制度与程序67MANAGEMENT SYETEM&PROCEDURE OF FIN DEPT 3.1餐厅收银结帐Restaurant Cashier Check-out673.2信用卡结帐Credit Card Check-out683.3信用卡压卡Credit Card Push-Down693.4收银员编制报告Cashier Workout Reporting703.5收银员下班交接Cashier’s Off Duty Connect713.6总出纳工作General Cashier Job Procedures723.7现金支出报销Cash Payout733.8客房房租收入审计Guest Room Rate Receipt Audit743.9转帐支票授理Virement Cheque Teach The Reason753.10信用卡托收的处理Credit Card Collection’s manage763.11点菜单传递的控制Captain Order Transfer Control773.12帐单传递Bill Transfer Procedures783.13货币传递控制Currency Transfer Control793.14客人离店时间的控制Guest Departure Time Control803.15房租减免的内部控制Rent Derating Inside Control813.16营业点帐单建立Outlets Bill Found823.17营业点帐单结帐Outlets Bill Check-out833.18信用卡授权程序Credit Card Accredit843.19散客签字消费FIT Signing Consume853.20单位、团队签字转帐Unit&Group Signing Transfer Account86 3.21营业发票使用Business Invoice Useing873.22审核营业点帐款Audit Outlets Account883.23审核前厅帐款Audit Front Office Account893.24编制营业日报表Workout Business Day Statement903.25夜间稽核工作Night Audit Job913.26信贷政策Credit Policy923.27预算编制程序Budget Workout Procedures953.28应收款管理Accounts Receivable Manage963.29收银员管理Outlets Cashier Manage973.30出纳员管理Cashier Manage983.31审计员管理Auditor Manage1003.32现金管理Cash Manage1013.33总出纳管理General Cashier Manage1033.34采购部管理Stocking Manage1043.35物资采购申请Goods Stock Application1063.36采购报价、确认Stock Quoted Price&Confirm1073.37采购审批Stock Examine&Approve1083.38采购物品的结算Stock Goods Balance of accounts1093.39提货工作程序Pick Up The Goods Job Procedures1103.40物品验收程序Goods Receiving1113.41采购方式及有关程序Stock Way&Procedures1123.42仓库的收、发及盘存Storeroom Accepting、Send Out、Inventory120 3.43食品和饮料存货-定价、标志与贮藏F&B Stock:price、Sign&Store122 3.44食品和饮料存货-发货、申请领货F&B Stock:Send Out&Application124 3.45食品和饮料存货-标准存货F&B Stock:Standard1263.46食品和饮料存货-实地盘存F&B Stock:On-The-Spot Inventory1283.47食品成本控制程序Food Cost Control1303.48食品标准成本卡制作Food Standard Cost Card Execution1313.49食品标准成本计算Food Standard Cost Account1323.50食品标准成本核算Food Standard Cost Check1333.51餐饮公关费用F&B Public relations Cost1343.52菜肴的产销核对Menu Produce&Sell Check1353.53酒水标准成本制作Beverage Standard Cost Check1363.54饮料成本控制Beverage Cost Control1373.55饮料销售还原表建立Beverage Sale Revert Form Found1383.56餐饮成本日报表编制F&B Cost Day Statement Workout1393.57鲜活食品价格的制订Fresh Food Price Working-Out1403.58干货水果等验收Dried Food&Fruit Etc Receiving1413.59鲜活食品验收单据填写Fresh Food Receiving Bill Fill In1423.60应付款管理Accounts Payable Manage1433.61薪金会计管理Payroll Accountant Manage144第四章财务部各类运转表格145OPERATION LIST OF FIN DEPT第四编：前厅部Ⅳ、FRONT OFFICE DEPT第一章前厅部组织结构图ORGANIZATION CHART1第二章前厅部岗位职责POSITION RESPONSIBILITIES OF F.O DEPT2-232.1前厅部经理 F.O Manager22.2前厅部秘书 F.O Secretary32.3大堂副理Assistant Manager42.4前台接待经理Reception Manager62.5前台接待员Receptionist72.6预订员Reservation Clerk92.7总机督导Operator Captain112.8总机话务员Operator122.9首席礼宾司Chief Concierge132.10迎宾员Door man142.11行李员Bell man162.12商务中心督导 B.C Captain172.13商务中心文员 B.C Clerk182.14商场经理Gift Shop Manager202.15商场员工Seller212.16医务室医生Infirmary Doctor22第三章前厅部各岗位操作程序STANDARD OPERATION PROCEDURE OF F.O DEPT第一节前厅部各岗位每日工作内容F.O Department Check List24-393.1.1前厅部经理 F.O Manager Check List243.1.2大堂副理Assistant Manager253.1.3前台接待经理Reception Manager273.1.4总机/商务中心督导Operator/B/C Captain293.1.5首席礼宾司Chief Concierge303.1.6预定员Preservationist313.1.7前台接待Receptionist323.1.8礼宾员Concierge353.1.9商场员工Seller363.1.10总机话务员Operator373.1.11商务中心文员B/C Clerk39第二节前台程序与标准F.O Standard Operation Procedure40-733.2.1受理电话预订Room Reservation by Calling403.2.2传真、信函订房Room Reservation by Fax、Letter413.2.3来店预订操作Room Reservation on the Spot423.2.4变更预订的处理Booking Amendment433.2.5散客入住程序FIT Check-in443.2.6散客离店程序FIT Check-out463.2.7残疾人接待程序Handicapped Check-in483.2.8团队入住Group Check-in493.2.9团队离店Group Check-out503.2.10长住客人接待服务Long-staying Guests Service513.2.11更换长住客人房卡Long-staying Guests Room-key Change523.2.12宾客推迟离店Delay Check-out533.2.13处理双锁门，开双锁门Room Double Lock543.2.14贵重物品寄存Handing Safe Deposit Changing553.2.15调换房间/调整价格Room/Rate Changing563.2.16处理折扣Handle the Rebate Changes583.2.17房间异常报告处理Room Discrepancy Report593.2.18行政楼层客人接待Executive Floor Guest Arrival613.2.19行政楼层客人离店Executive Floor Guest Departure623.2.20客房没有准备好Room not Ready on Arrival633.2.21处理宾客留言Message handling643.2.22查询客人房号Room Number Inquire653.2.23总台物品转送Guest’s Articles Send/Transfer663.2.24VIP信息更改VIP information Change683.2.25办理房间房租变更手续Room Charge Changing693.2.26房间分配Room Allotment703.2.27房间钥匙管理Room-key Management723.2.28建立客史档案Set up Guest’s History73第三节大堂副理程序与标准Assistant Manager Standard Operation Procedure74-843.3.1贵宾入住VIP Check-in743.3.2接待重要团队宾客VIP Group Check-in773.3.3展房/介绍酒店Show Rooms/Hotel Tours783.3.4处理宾客投诉Complain Handling793.3.5处理宾客遗留物品Handling Guest’s Properties Left Behind803.3.6处理宾客房门锁失灵Room lock Out Of Order Handling813.3.7突发事件的处理步骤Urgent/Accident Handling823.3.8处理宾客拒付电话费Handling the Refusal to Payment for Telephone84第四节礼宾部程序与标准Concierge Standard Operation Procedure85-1023.4.1迎宾员Door Man Standard Operation853.4.2行李员Bell Man Standard Operation883.4.3处理宾客邮件、信件Guest’s Postal Items、Letters Handling953.4.4处理宾客物品转交Guest’s Articles Transfer963.4.5一、二楼公共区域寻人服务Public Area Paging Service973.4.6客人行李寄存服务Guest’s Luggage Store Service983.4.7提供出租车服务Car Rental Service993.4.8委托代办服务Concierge Service1003.4.9资料收集及整理Data Collect and Arrange101第五节总机程序与标准Operation Standard Operation Procedure103-1103.5.1接转内外线电话Phone Call Connecting and Exchanging1033.5.2处理直拨长途电话Long Distance Call Service1043.5.3前厅部总机免打扰服务Do Not Disturb Call Service1053.5.4叫醒服务Wake-up Service1063.5.5电话咨询服务Telephone Information Service1073.5.6电话寻人服务Paging Service by Telephone1083.5.7发布天气报告Weather Forecast Service1093.5.8话务台维护与保养Maintenance of A.B.E Equipment110第六节商务中心程序与标准Business Center Standard Operation Procedure111-1203.6.1接收传真Fax Receiving1113.6.2接收客人委托向外发出传真Fax Sending1123.6.3提供打字服务Taping Service1143.6.4复印服务Copying Service1153.6.5代办快件Mail Express Service1163.6.6提供翻译服务Translation Service1173.6.7提供文件装订服务Binding Service1183.6.8提供电话服务Public Telephone Service1193.6.9商务中心设备维护及保养Maintenance of BC Equipment120第七节商场程序与标准Gift Shop Standard Operation Procedure121-1243.7.1零售商品进货制度Stock with Goods1213.7.2商场换货服务How to Handling Guest Changing Goods1223.7.3售后服务After Sale Service123第四章前厅部各项管理制度MANAGEMENT SYSTEM OF F.O DEPT125-1474.1前厅部行为规范The F.O Dept Staff Behavior Standard1254.2前厅部各岗位规章制度The F.O Dept Regulation System1294.3总台考核条例Evaluation Rules of Front Desk1334.4礼宾部考核条例Evaluation Rules of Concierge1364.5商场考核条例Evaluation Rules of Gift Shop1394.6商务中心考核条例Evaluation Rules of Business Center1444.7总机考核条例Evaluation Rules of Operator146第五章前厅部各部门运转表格OPERATION LIST OF F.O DEPT148-185第五编：管家部Ⅴ、HOUSEKEEPING DEPT第一章管家部组织结构图1ORGANIZATION CHART第二章管家部岗位职责1-25POSITION RESPONSIBILITY OF H.K DEPT2.1管家部经理H.K Dept.Manager22.2楼层经理Head Floor Supervisor32.3楼层督导Floor Captain52.4楼层服务员Room Attendant72.5楼层清扫员Room Cleaner92.6公共区域经理Public Area Supervisor112.7公共区域督导Public Area Captain122.8公共区域服务员Public Area Attendant132.9花房管理员Florist142.10公共区域清洁工Public Area Cleaner152.11洗涤部经理Laundry Manager162.12洗涤部督导Laundry Captain172.13干洗工Dry Cleaner182.14大湿洗工Washer-Large Items202.15小湿洗工Washer-Small Items212.16平烫工Flat Work Ironer222.17布草折叠工Linen Folding Attendant232.18布草收发员Linen Delivery Maid242.19制服收发员Uniform Delivery Maid25第三章管家部各岗位操作程序27-136TANDARD OPERATION PROCEDURE OF HK.DEPTS3.1楼层经理Head Floor Supervisor273.1.1处理客人投诉Handling Guest’s Complains273.2楼层督导Floor Captain28-313.2.1检查客房Checking Guest Rooms283.2.2收取小酒吧帐单Collecting Mini-bar Bill303.2.3饮料管理Controlling wine&Beverage313.3楼层服务员Room Attendant32-533.3.1楼层钥匙领用和保管Picking up&Keeping Room Key32 3.3.2开酒水帐单Filling in Wine&Beverage Bill333.3.3杯具洗涤、消毒Washing-up&Disinfecting Glassware34 3.3.4客用品领用、存放Application of&Keeping Items353.3.5客人要求开门Handling Request for Opening the Door36 3.3.6引领客人进房Greeting the Guests373.3.7报交遗留物品Delivering Properties Left Behind by Guest383.3.8客人离店结帐Guest Check-out393.3.9查走客房（遗留物品）Check-up C/O Room403.3.10做夜床Providing Turn-down Service413.3.11开房门Opening the Door433.3.12加床Handling Request for Extra Bed443.3.13铺床Making the Bed453.3.14上毛巾、茶水Offering Towel/Tea Service463.3.15客房二次打扫Re-cleaning the Room473.3.16重点宾客进房Receiving VIP483.3.17擦皮鞋Providing Free Shoe Shining Service493.3.18翻转床垫Turning the Mattress503.3.19洗涤浴帘Washing Shower Curtain513.3.20吸尘器使用和保养Using&Maintaining Vacuum Cleaner523.3.21处理意外损坏宾客物品Dealing with Damaging Guests’Articles53 3.4客房清扫员Room Cleaner54-593.4.1整理工作车Cleaning up Maid’s Cart543.4.2打扫住客房Making up Occupied Room553.4.3清扫卫生间Making up Washing Room573.4.4工作车摆放Maid’s Cart Setting583.4.5空房清扫Making up Vacant Room593.5客房中心服务员Housekeeping Center Attendant60-643.5.1核对未进店客房报告Checking No-show Room Report603.5.2核对查房报告Checking Room Report613.5.3客用品的借用、登记和保管Item’s Loan/Registration/Keeping62 3.5.4接打内部电话Receiving&Making Inside Call633.5.5处理前台报表Dealing with Dept.Reports64附录：客房中心常备客用品清单64Appendix:List of Items Prepared in Housekeeping Center3.6PA服务员PA Attendant65-813.6.1石材日常保养Marble Daily Maintenance653.6.2大理石地面打蜡Polishing Marble with Wax663.6.3大理石地面起蜡Wax Remove From Marble673.6.4石材墙壁上蜡Polishing Wall with Wax683.6.5清洗地毯（干泡）Cleaning Carpet(Dry-clear)693.6.6洗地毯（抽洗）Washing Carpet703.6.7沙发抽洗Washing Sofa723.6.8清洁铜条Cleaning Copper Strip733.6.9清洁客梯Cleaning Elevator743.6.10清洗吸尘器Cleaning Vacuum Cleaner753.6.11使用三合一抽洗机Using Wet Vacuum Carpet Extractor76 3.6.12使用洗地机Using Clean Marble Machine773.6.13使用吸水机Using Wet&Dry Vacuum Cleaner783.6.14使用高速抛光机Using Ultra High Speed Machine793.6.15清洁玻璃Polish the Window-panes803.6.16花岗岩地面晶硬处理Crystallize Marble813.7PA保洁工PA Cleaner82-863.7.1棉尘推药剂处理Spray Floor Dust Remover on the Mop823.7.2推尘（清洁大理石地面）Dust Removed From Floor833.7.3清洁各公共区域卫生Cleaning the Public Areas843.7.4洗手间日常清洁保养Cleaning Washing Room853.7.5客人醉酒呕吐处理Dealing with Drunk Guests863.8制服收发员Uniform Delivery Maid87-973.8.1新制服申领、发放Appling for&Giving Out Uniform873.8.2制服收发Counting&Sending Uniform883.8.3交接制服Taking over Uniform893.8.4清点脏制服Counting Dirty Uniform903.8.5核对接收已清洗制服Checking Uniform Cleaned913.8.6处理旧制服报损Steps to Handle Uniform Scraped923.8.7制服盘点Inventorying Uniform933.8.8入店、离店人员领退制服Appling for&Returning Uniform for Staff94 3.8.9制服收发员收尾Finishing Work for Uniform Delivery Maid953.8.10缝补制服Steps to Sewing Uniform963.8.11缝纫机保养Maintaining Sewing Machine973.9布草收发员Linen Delivery Maid98-1023.9.1交接布草Taking Over linen983.9.2布草领用Application of Linen993.9.3交接餐饮、康乐织品Taking over F&B and H&R Dept Linen1003.9.4发送客房布草Sending Out Linen of H.K Dept1013.9.5布草盘点Inventorying Linen1023.10花房管理员Florist103-1053.10.1绿色植物保养Preserving Green Plants1033.10.2保养公共区域插花Preserving Flowers in Public Area1043.10.3送花Sending Flowers1053.11客衣服务员Guest Clothes Delivery Maid106-1143.11.1收包Collecting Clothes1063.11.2点数Counting Clothes1073.11.3打码Marking on Clothes1083.11.4叠衣Folding Clothes1093.11.5装包Packing Clothes1103.11.6送衣Sending Clothes1113.11.7处理遗留物品Dealing with Properties Left by Guests1123.11.8加快洗衣Express Valet Service1133.11.9贵宾洗衣VIP Valet Service1143.12大湿洗工Washer-large Items115-1173.12.1客房、饮食布草洗涤Laundering Linen F&B&H.K Dept.1153.12.2使用大湿洗机Using Washed-large Items Machine1163.12.3使用烘干机Using Dry Machine1173.13小湿洗工Washer-small Items118-1233.13.1开机准备Preparation of Turning on Machine1183.13.2客衣检查、分类Checking&Classifying Clothes1193.13.3客衣去迹Remove Stain From Clothes1203.13.4客衣洗涤Laundering Guests’Clothes1223.13.5使用小湿洗机Using Washed-Small Items Machine1233.14平烫工Flat Work Ironer Turning on124-1273.14.1开机准备Preparation of Turning on Machine1243.14.2熨烫口布、枕套Ironing Napkin&Pillow-case1253.14.3熨烫布草（床单、台布）Ironing Linen1263.14.4使用大烫机Using Flat Ironing Machine1273.15手烫工Presser128-1333.15.1岗位准备Preparation1283.15.2熨烫西服上衣Ironing Suit1293.15.3熨烫真丝服装Ironing Silk Clothes1303.15.4熨烫西裤Ironing Trousers1313.15.5熨烫衬衫Ironing Shirt1323.15.6熨烫T恤衫Ironing T-shirt1333.16干洗工Dry-cleaner134-1363.16.1使用干洗机Using Dry-cleaning Machine1343.16.2使用人像机Using Model Machine1353.17布草折叠工Linen Folding Attendant136第四章管家部管理制度137-152MANAGEMENT SYSTEN OF H.K DEPT4.1管家部安全管理制度Safety Regulation1374.2楼层客房安全管理制度Safety Regulation of Guest Rooms1384.3管家部卫生管理制度Hygiene Management Regulation1394.4管家部防火制度Fire Prevention Regulation1414.5客人失窃处理制度Handling Guests’Report of Loss1424.6客人急病处理制度Regulation on Caring for Ill Guests1434.7客人醉酒处理制度Caring for Drunk Guests Regulation144 4.8客人携带宠物和易燃易爆品处理制度Handling Pet&Dangerous Goods1454.9客人带走客房物品处理制度Handling Room Items Taked by Guests1464.10来访人员登记制度Visitor Registration Regulation1474.11督导查房制度Captain Inspecting Room Regulation1484.12洗涤房管理制度Laundry Management Regulation1504.13树木花卉管理制度Plants&Flowers Management Regulation151 4.14草地保养管理制度Lawn Management Regulation152第五章管家部运转表单153-188OPERATION LIST OF H.K DEPT.第六编：餐饮部Ⅵ、FOOD&BEVERAGE DEPT第一章餐饮部组织结构图1ORGANIZATION CHAT第二章餐饮部各岗位职责2-39POSITION RESPONSIBILITIES OF F&B DEPT2.1餐饮部经理F&B Dept.Manager22.2秘书Secretary42.3中菜部经理Chinese Restaurant Manager72.4中餐厅督导Chinese Restaurant Captain92.5中餐引座员Chinese Restaurant Hostess102.6中餐厅服务员Chinese Restaurant Waiter/Waitress11 2.7宴会厅督导Banquet Hall Captain122.8宴会厅服务员Banquet Hall Waiter/Waitress142.9宴会预订员Banquet Reservation Clerk152.10备餐间督导Pantry Captain162.11传菜员Buss Boy172.12管事部督导Stewarding Captain182.13管事部仓库保管员Stewarding Store Attendant202.14管事部洗涤工Stewarding Dishwasher/Cleaner212.15西菜部经理Western Restaurant Manager222.16咖啡厅督导Cafeteria Captain242.17扒房督导Grill Captain272.18西菜部引座员Western Restaurant Hostess302.19咖啡厅、扒房服务员Cafeteria&Grill Waiter/Waitress32 2.20酒吧督导Bar Captain342.21酒吧吧员Bartender362.22大堂吧服务员Lobby Barman/Barmaid38第三章餐饮部各岗位工作程序40-204STANDARD OPERATION PROCEDURE OF F&B DEPT3.1着装到岗Grooming403.2中菜部督导Chinese Restaurant Captain413.3中菜部引座员Chinese Restaurant Hostess493.4中餐零点服务Chinese A-La-Cart Service553.5宴会服务Banquet Service723.6大宴会厅餐前准备Banquet Hall Mis-en-place843.7中餐宴会服务Chinese Banquet Service873.8会议服务Conference Service893.9管事部督导Stewarding Captain953.10仓库管理员Stewarding Store Attendant1023.11洗涤工Stewarding Dishwasher/Cleaner1123.12西菜部引座员Western Restaurant Hostess1433.13西菜部服务员Western Restaurant Waiter/Waitress1483.14西餐服务Western Food Service1743.15订单员订单服务Order Taker1773.16送餐员Room Service Waiter/Waitress1783.17调酒员Bartender1883.18托盘使用Tray Serving1953.19布草更换Linen Changing1953.20玻璃器皿清擦Glassware Polishing1963.21瓷器抛光Chinaware Polishing1963.22刀具抛光Cutlery Polishing1973.23促销工作Sales Promotion Skills1973.24上错菜Handling Wrong Order1983.25脏盘子撤下Cleaning Soiled Plates1993.26为客人点烟Lighting A Cigarette1993.27欢迎、道别Greeting&Farewell2003.28帮客人放置餐巾Putting A Napkin2003.29使用吐司机Using The Bread Toaster2013.30清理、补充工作台Cleaning&Replenishing A Side Board Station201 3.31处理客人投诉Handling A Guest Complaint2023.32征询客人满意Checking On Guest Satisfaction2023.33撤换刀具Cutlery Removing2033.34使用咖啡机Using A Coffee Machine204第四章厨房各岗位职责205-233POSITION RESPONSIBILITIES OF KITCHEN4.1行政总厨Executive Chef2054.2中厨房厨师长Chinese Kitchen Head Chef2074.3中厨房点心督导Pastry Captain2084.4中厨房点心厨师Pastry Cook2094.5粗加工督导Primary Processing Captain2104.6粗加工厨师Vegetable Processor&Butcher2114.7炉灶督导Stove Captain2124.8炉灶厨师Stove Cook2144.9烧味督导 B.B.Q.Captain2154.10烧味厨师 B.B.Q.Cook2164.11冷菜督导Cold Food Captain2174.12冷菜厨师Cold Food Cook2184.13打荷督导Assistant Captain2194.14打荷厨师Assistant Cook2204.15蒸灶督导Steam Captain2224.16蒸灶厨师Steam Cook2234.17切配督导Chopper Captain2244.18切配厨师Chopper2254.19西厨房厨师长Western Kitchen Head Chef2264.20冻房督导Cold Food Captain2274.21冻房厨师Cold Food Cook2284.22热厨房督导Hot Food Captain2294.23热厨房厨师Hot Food Cook2304.24初加工、切配厨师Vegetable Processor&Butcher231 4.25包饼房督导Bakery Captain2324.26包饼房厨师Baker233第五章厨房各岗位工作程序234-252STANDARD OPERATION PROCEDURE OF KITCHEN5.1蔬菜加工Vegetables Processing2345.2肉类加工Meat Processing2345.3水产加工Marine Lives Processing2355.4禽类加工Poultry Processing2365.5原料订货Material Order2375.6上浆工作Starch Processing2385.7料头准备Condiment Preparing2385.8处理菜点退回厨房Handling A Dish Return To Kitchen239 5.9打荷工作Assistant2395.10切割工作Food Dicing&Processing2405.11切配工作Chopping2405.12炉灶工作Stove2415.13点心制作Pastry2425.14冷菜制作Cold Food2435.15水果盘制作Fruit Combination2435.16冻房督导Cold Food Captain2445.17冻房厨师Cold Food Cook2455.18热厨督导Hot Food Captain2465.19热厨厨师Hot Food Cook2475.20初加工、切配厨师Vegetable Processor&Butcher248 5.21包饼房督导Bakery Captain2495.22包饼房厨师Baker2505.23厨房卫生清洁Kitchen Hygiene2515.24厨房库存盘点Warehouse of Kitchen Inventory2515.25厨房钥匙控制Key of Kitchen Under Control2525.26厨房仓库领货控制Taking Goods From Warehouse of Kitchen252第六章餐饮部管理制度253-263ADMINISTER SYTTEM OF F&B DEPT6.1订单Order2536.2休假Vacation2546.3物资调拨Material Allot2556.4物品领用审批及验收Article Receiving&Approved2566.5公关客人接待Public Relations Reception2576.6员工培训Staff Training2586.7会议Conference2586.8服务质量检查Service Quality Inspecting2596.9酒吧酒水盘存Beverage Inventory2596.10酒吧酒水申领Beverage Taking2606.11银器Silver Ware2606.12管事部库房贮发Stewarding Stocked2616.13餐厅交接班Shift Changing2616.14餐厅纪律Restaurant Discipline2626.15棉织品控制Linen Control2626.16厨房食品保藏Food Keep In Store263第七章餐饮部运转表格264OPERATION LIST OF F&B DEPT第七编：康体娱乐部Ⅶ、RECREATION DEPT第一章康体娱乐部组织结构图1ORGANIZATION CHART第二章康体娱乐部各岗位职责2POSITION RESPONSIBITIES OF H&R DEPT2.1康体娱乐部经理H&R DEPT Manager22.2康体娱乐部秘书H&R DEPT Secretary32.3夜总会督导Night Club Captain52.4夜总会音响师Night Club DJ62.5康体中心督导Health Center Captain72.6康体中心员工Health Center Attendant82.7桑拿中心督导Sauna Center Captain92.8桑拿中心迎宾员Sauna Center Hostess102.9夜总会、桑拿酒吧服务员Night Club&Sauna Bar Attendant112.10桑拿更衣室服务员Sauna Locker Attendant122.11桑拿水池服务员(擦背技师)Sauna Health Technician132.12桑拿休息室服务员Sauna Lounge Attendant142.13游泳池督导Swimming Pool Captain152.14游泳池服务员Swimming Pool Attendant162.15美容美发督导Beauty Salon Captain172.16美容美发师Cosmetologist182.17KTV督导KTV Captain192.18KTV服务员KTV Attendant202.19户外运动督导Outdoor Sports Captain212.20户外运动服务员Outdoor Sports Attendant222.21攀岩运动服务员Trend-wall Attendant23第三章康体娱乐部各岗位工作程序24STANDARD OPERATION PROCEDURE OF H&R DEPT 3.1健身房工作程序Fitness Center243.2台球室工作程序Billiard Room253.3棋牌室工作程序Chess&Cards Room263.4乒乓球室工作程序Table-tennis Room273.5保龄球室对客服务工作程序Bowling Room Service283.6网球场的工作程序Tennis Court293.7高尔夫球场工作程序Golf Court303.8攀岩的工作程序Trend-wall313.9夜总会工作程序Night Club323.10夜总会营业前服务操作程Pre-opening Service333.11夜总会营业间服务操作程序Opening Time Service343.12夜总会营业后服务操作程序Closing Time Service353.13音控室工作程序DJ Room363.14KTV包房工作程序KTV Private Chamber373.15美容美发厅服务工作程序Beauty Salon Service383.16游泳池的服务工作程序Swimming Pool Service393.17桑拿浴室工作程序Sauna Bathroom403.18按摩服务工作程序Massage Service413.19夜总会、桑拿酒吧准备Night Club&Sauna Bar Preparing42 3.20酒吧服务程序Bar Service433.21酒吧调酒员酒吧准备Bartender Preparing443.22酒吧调酒员领用酒水Bartender Receiving453.23制作鸡尾酒水果装饰物Cocktail Fruit Trimming463.24擦拭杯具的工作程序Glass Polishing473.25酒水供应的工作程序Wine&Beverage Supplying483.26酒水报损的工作程序Wine&Beverage Scrap493.27酒吧之间酒水调拨Inter Bar Transfer503.28酒水盘点的工作程序Wine&Beverage Inventory513.29冰箱使用的工作程序Refrigerator Using523.30结账服务程序Check-out53第四章康体娱乐部管理制度54MANAGEMENT SYSTEM OF H&R DEPT4.1设施设备管理制度Equipment&Facilities544.2安全与事故处理制度Safety&Accident Dealing554.3部门例会管理制度Department Regular Meeting564.4各项目例会管理制度Section Regular Meeting574.5康体项目管理制度Health Center584.6夜总会管理制度Night Club594.7桑拿浴室管理制度Sauna Bathroom604.8美容美发厅服务管理制度Beauty Salon614.9部门安全防范制度Department Safety Prevention624.10游泳池管理制度Swimming Pool634.11KTV包房服务管理制度KTV Private Chamber644.12夜总会、桑拿酒吧卫生Night Club&Sauna Bar Hygiene65 4.13户外运动管理制度Outdoor Sports664.14康体中心卫生管理制度Health Center Hygiene674.15娱乐中心卫生管理制度Recreation Center Hygiene684.16户外运动卫生管理制度Outdoor Sports Hygiene69第五章康体娱乐部内部运转表格70-80INTERIOR OPERATION LIST OF H&R DEPT第八编：人力资源部Ⅷ、HUMAN RESOURCE DEPT第一章人力资源部组织结构图1ORGANIZATION CHART第二章人力资源部岗位职责2-16POSITION RESPONSIBILITIES OF H.R DEPT2.1人力资源部总监Director of Human Resource22.2人事主任Personnel officer32.3劳资主任Labor and payroll supervisor52.4培训主任Training officer62.5秘书Secretary72.6后勤主任Logistical Supervisor92.7员工餐厅厨师长Staff Restaurant Chef102.8员工餐厅副厨师长Assistant Chef of Staff Restaurant112.9员工餐厅厨师（工）Staff Restaurant Cook122.10员工餐厅洗涤工Staff Restaurant Dish Washer132.11员工宿舍督导Staff Dormitory Captain142.12员工后勤管理员Rear Service Attendant15第三章人力资源部操作程序17-36STANDARD OPERATION PROCEDURE OF H.R DEPT 3.1定岗定编Staffing levels173.2人员招聘Staffing employ18-193.3员工入店On-the-job203.4员工试用期转正Probation turn to be in due form213.5任免、调整审报Appoint&remove、examine&approve22 3.6员工辞职/离店Staff demission/leave.233.7员工请假Staff ask off243.8员工就医Staff hospitalize253.9工伤处理Wound of job263.10员工违纪处理Discipline Punishment273.11员工奖励Rewarding283.12员工档案管理Staff file managing293.13员工加班申请Application for overtime303.14餐馆宴会钟点工使用Using casual labor F&B banquet31 3.15评选月优秀员工Monthly appraising excellence staff323.16年度培训计划和预算的制定For training budget333.17有关培训表格的使用Using of training forms343.18新员工入店培训Job training353.19员工入住宿舍/倒班宿舍Staff accommodation36第四章人力资源部管理制度37-70MANAGEMENT SYSTEM OF H.R DEPT4.1人事Personnel37-414.2考勤Attendance42-434.3请假Ask for leave44-474.4违纪处理Discipline punishment484.5员工证和名牌Staff card and name plate494.6员工福利待遇Welfare treatment504.7员工医疗Medical treatment514.8员工计划生育Family planning524.9实习生Trainee534.10培训Training54-624.11员工宿舍Staff dormitory63-644.12员工更衣柜及钥匙Locker and key654.13员工更衣室Changing Room664.14员工活动室Rear service674.15员工餐厅Staff restaurant684.16员工餐厅就餐Staff dining694.17员工浴室Shower room70第五章人力资源部各类表格OPERATION LIST OF H.R DEPT第九编：行政保安部Ⅸ、EXECUTIVE&SECURITY DEPT第一章行政保安部组织结构图1ORGANIZATION CHART第二章行政保安部各岗位职责2-13POSITION RESPONSIBILITY OF E.S.DEPT2.1行政保安部经理岗位职责Manager2-32.2行政保安部秘书岗位职责Secretary42.3行政保安部车队长岗位职责Chief of Drivers52.4行政保安部主任岗位职责Supervisor6-72.5保安督导岗位职责Captain7-82.6保安员岗位职责Security Guard8-122.7综合监控中心（监控员）岗位职责T.V Monitor13第三章行政保安部各岗位工作程序14-33STANDARD OPERATION PROCEDURE OF E.S.DEPT3.1钥匙收发程序Key Management143.2对讲机收发程序Two-way Radio Management15 3.3接受火警电话报查工作程序Receiving Emergency Call16 3.4监控工作程序TV.Monitor173.5门卫工作程序Entrance Guard18-203.6巡查工作程序Patrolman21-223.7消防员工作程序Fire Fighter23-253.8内保工作程序Internal Security Guard26-303.9停车场保安工作程序Parking Area Guard31-323.10打卡值班员工作程序Time Keeper&Checker33第四章安全管理制度34-47SAFETY MANAGEMENT SYSTEM4.1物资库房安全管理制度Warehouse344.2物资库房消防安全管理制度Fire-control of Warehouse35 4.3消防检查、维修和保养制度Inspection and Repairing36-37 4.4消防奖惩制度Reward Regulation38-394.5空调机房安全管理制度Air-condition room404.6配电房安全管理制度Power Substation414.7财务部安全管理制度Finance dept.Safety424.8娱乐场所安全管理制度H&R dept.Safety434.9更衣室安全管理制度Locker444.10酒店捡拾物品和宾客遗留物品管理制度Lost and Found454.11液化石油气消防安全管理制度Gas464.12用火管理制度Fire Application47第五章防火安全责任制度48-59FIRE PREVENTIVE REGULATION5.1防火检查制度Inspecting485.2总机房防火安全责任制度Operator495.3楼层防火安全责任制度Floors and Rooms505.4各机房防火安全责任制度All Plant Room515.5配电室防火安全责任制度PDP525.6水泵房防火安全责任制度Pumping Room535.7工程部变电站安全防火制度Transformer Substation545.8工程部空调自控安全防火制度Air-conditioning Auto Control55 5.9工程部电梯机房安全防火制度Elevator565.10工程部锅炉房安全防火制度Boiler575.11工程部材料组安全防火制度Material Unit585.12动力机房安全防火制度Power Room59第六章消防责任60-87FIRE-CONTROL RESPONSIBILITY6.1安全委员会组成及职责Form of the Safety Committee606.2法定代表人消防责任Legal Representative616.3总经理消防责任General Manager626.4义务消防队组成及职责Form of the Volunteer Fireman63-64 6.5行政保安部经理消防责任Manager of E.S.Dept.656.6行政保安部主任、督导消防责任Supervisor and Captain of E.S.Dept.66 6.7消防监控中心值班员消防责任T.V Monitor on Duty676.8财务部总监消防责任Financial Controller686.9财务部督导消防责任Financial Captain696.10人力资源部人事主任消防责任H.R.Dept.Personnel Supervisor70 6.11人力资源部后勤主任消防责任Rear Supervisor of H.R.Dept.71 6.12人力资源部后勤督导消防责任Captain of H.R.Dept.726.13员工餐厅员工消防责任Employee of Staff Restaurant736.14前厅部经理消防责任Manager of F.O.Dept.746.15管家部经理消防责任Manager of H.K.Dept.756.16管家部督导消防责任Captain of H.K.Dept.766.17餐饮部经理消防责任Manager of F&B Dept.776.18餐饮部督导消防责任Captain of F&B Dept.78。

中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网Summary questions:问题概述：1.Where should the Butler wait for the Guest?管家应该在哪里等客人？2.Which steps need to be followed when checking the guest in?在客人登记时，应做哪些步骤？3.Why is it important that we take the guest to the room?为什么带客人到房间非常重要？4.Should all guests receive an introduction to the room / hotel?所有客人都要求介绍房间和酒店吗？5.What do I have to introduce and why?我们必须介绍什么？为什么？Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到尾进行实践操作并做测试中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网3.W hy do I need to apologize?为什么我要道歉？4.W hat is important about taking action?采取行动时什么最重要？5.W hy is the follow up so important?为什么跟进如此重要？6.A re all complaints reported on the Log Book in your department?所有的投诉都需要记录进你部门的记录本吗？7.A re all complaints reported to the Executive office?所有的投诉都需要报告行政办公室吗？Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到位进行实践操作并做测试。

中英文对照外文翻译(文档含英文原文和中文翻译)Hotel Management System Integration Services1.IntroductionIt is generally accepted that the role of the web services in businesses is undoubtedly important. More and more commercial software systems extend their capability and power by using web services technology. Today the e-commerce is not merely using internet to transfer business data or supporting people to interact with dynamic web page, but are fundamentally changed by web services. The World Wide Web Consortium's Xtensible Markup Language (XML) and the Xtensible Stylesheet Language (XSL) are standards defined in the interest of multi-purpose publishing and content reuse and are increasingly being deployed in the construction of web services. Since XML is looked as the canonical message format, it could tie together thousands of systems programmed by hundreds of programming languages. Any program can be mapped into web service, while any web service can also be mapped into program. In this paper, we present a next generation commercial system in hotel industry that fully integrates the hotel Front Office system, Property Management System, Customer Relationship Management System, Quality Management system, Back Office system and Central Reservations System distributed in different locations. And we found thatthis system greatly improves both the hotel customer and hotel officer’s experiences in the hotel business work flow. Because current technologies are quite mature, it seems no difficulty to integrate the existing system and the new coming systems (for example, web-based applications or mobile applications). However, currently in hotel industry there are few truly integrated systems used because there are so many heterogeneous systems already exist and scalability, maintenance, price, security issues then become huge to be overcome. From our study on Group Hotel Integration Reservation System (GHIRS), there are still challenges to integrate Enterprise Information System (EIS), Enterprise Information Portal system (EIP), Customer Relationship Management system (CRM) and Supply Chain Management system (SCM) together because of standardization, security and scalability problems, although GHIRS is one of few integration solutions to add or expand hotel software system in any size of hotel chains environment.We developed this system to integrate the business flow of hotel management by using web services and software integration technologies. In this paper, firstly we describe a scenario of hotel reservation and discuss the interaction between GHIRS and human. Secondly we analyze details of design and implementation of this system. The result and implications of the studies on the development of GHIRS are shown in the later part. Finally we discuss some problems still need to be improved and possible future directions of development.2. Hotel Reservation: A Business Case StudyOur initial thinking to develop GHIRS is to minimize the human interaction with the system. Since GHIRS is flexible and automated, it offers clear benefits for both hotel customers and hotel staff, especially for group hotel customers and group hotel companies. Group hotel companies usually have lots of hotels, restaurants, resorts, theme parks or casinos in different locations. For example, Shangri-La group has hundreds of hotels in different countries all over the world. These groups have certain customers who prefer to consume in hotels belong to the same group because they aremembership of the group and can have individual services.The first step of a scenario of hotel reservation is that the consumer plans and looks for a hotel according the location, price or whatever his criteria and then decides the hotel. Then he makes a reservation by telephone, fax, internet, or mail, or just through his travel agent. When hotel staff receives the request, they first look if they can provide available services. If there is enough resource in the hotel, they prepare the room, catering and transportation for the request and send back acknowledgement. At last the guest arrives and checks in. The business flow is quite simple; however, to accomplish all these tasks is burdensome for both the consumer side and the hotel side without an efficient and integrated hotel management system.Telephone may be a good way to make a reservation because it is beyond the limit of time and space. Guests can call hotels at any time and any place. However, it costs much when the hotel is far away from the city where guest lives; especially the hotel locates in a different country. Moreover, if there is a group of four or five people to make reservation together, it would take a long time for hotel staff to record all the information they need. Making reservation by travel agent saves consumers’ time and cost, but there is still millions of work for agent to do. They gather the requirements from consumers, then distribute to proper destination hotels. Because these hotels don’t use a same system (these thousands of hotels may use hundreds of ma nagement systems), someone, agent or hotel staff, must face the problem how to handle information from different sources with different hotel management systems to different destinations.Web service becomes the tool to solve these problems. Our web services integrate the web server and hotel management system together, and everyone gets benefit. Booking a room easily anywhere and anytime becomes possible by using GHIRS. Consumer browses websites and finds hotel using his PC, PDA or mobile phone (WAP supported), after his identity is accepted, he can book a reservation. Two minutes later he can get the acknowledgement from the hotel by mobile phone text message or multimedia message, or email sent to his email account or just acknowledgement on the dyn amic web page, if he hasn’t leave the website. Theresponse time may take a little longer because when the hotel receives the quest, in some circumstance, hotel staff should check if there is clean and vacant room left. The web service is a standard interface that all travel agents can handle, gather and distribute the reservation information easily through internet. When the reservation request is acknowledged, hotel staff prepares the room, catering, and transportation for guests. Since the information already stored in the database, every part in the hotel chains can share it and work together properly. For example, staff in front office and housekeeping department can prepare room for guests according to the data, staff in back office can stock material for catering purpose and hotel manager can check business report in Enterprise Information Portal integrated with GHIRS by his browser. Then room rent-ratio reports, room status reports, daily income reports and other real time business reports are generated. Managers of the group can access any report of any hotel by the system. In the later part of this paper, we will show how consumers, agents, and hotel staff can efficiently work together by GHIRS.GHIRS is scalable for small-to-large hotel chains and management companies, especially good for hotel group. It truly soars with seamless connectivity to global distribution systems thereby offering worldwide reservation access. It also delivers real-time, on line reservations via the Internet.3. Integration of Hotel Management System3.1 Existed SystemGHIRS is developed on the base of an existed hotel management system called FoxhisTM. FoxhisTM shares the largest part of software market in hotel industry in China. FoxhisTM version 5 has distributed Client/Server architecture that the server runs SCO-UNIX and client runs Microsoft Windows and it use Sybase database on UNIX. The system includes Front Office system, Property Management system, Quality Management system, Human Resource Management system, Enterprise Information Portal system (EIP), Customer Relationship Management system (CRM) and Supply Chain Management system (SCM).This system is largely based on intranet environment. Most of the work is done in a single hotel by the hotel staff. It’s no customer self-service. If a consumer wants to book a room, hotel staff in local hotel must help the guest to record his request, although FoxhisTM system already done lots of automatic job.When the systems are deployed in different hotels that are parts of a group, sharing data becomes a problem. Just as an example, if the group has ten hotels, there would be at least ten local databases to store the consumers’ data. Because hotels need real time respond of the system, so these ten hotels can’t deploy a central database that does not locate in the same local network. Thus one guest may have different records in different hotels and the information cannot be shared. By web services as an interface, these data can be exchanged easily.3.2 DesignRecall that our initial thinking to deploy GHIRS is to save hotel staff, travel agents and consumers’labor work the system is to link all the taches of hotel business chains. Figure1 shows how consumers, agents, hotel staff cooperate together efficiently with the system.Consumers could be divided into two categories. One is member of hotel group, who holds different classes of memberships and gains benefits like discount or special offers. These consumers usually contribute a large part of the hote l’s profit then are looked as VIP. The hotel keeps their profiles, preferences and membership account status. The other category is common guest. All these two kinds of guests and travel agents who may trade with many other hotels face the web-based interface that let them to make a reservation. For common guest, the system just requires him to input reservation information such as guest name, contact information, arrival and departure the system. The central processing server then distributes the information to appropriate hotel. Since web services technology is so good for submitting documents to long running business process flows, hotel staff could easily handle this data in and out of database management system and application server. As the membership ofhotel, a user just inputs his member id and password, room information, arrival and departure date, then finish the request. Because hotels keep members’ profile, and systems exchange profile across all hotels of the group by web services, hotel staff in different hotels could know the guest’s individual requirement and provide better services.The agents work for consumers get benefits from GHIRS as well. They may also keep the consumers’ profile and the web services interface is open to them, it is e asy to bridge their system to hotel management system. Before GHIRS is deployed, the agents should separate and process the reservation data and distribute them to different hotels, which is an onerous job. But now the agents could just press one button and all the hotel reservation is sent to destination.Hotel staff receives all request from different sources. Some policies are applied to response the request. For example, some very important guest’s request is passed automatically without confirmation, the guest could get acknowledgement in very short time. The request triggers all chains of the hotel business flow and all the preparation work is done before his arrival. But for the common customer, hotel staff would check on the anticipate date if there is vacant and clean rooms available. Because all the FoxhisTM components are integrated together, staff users needn’t change computer interface to check he room status. If it is a valid request with enough guests’ information and there is enough room left, a confirmation is sent back. If there is not enough vacant room, hotel staff will ask if guest would like to wait a time or transfer to other hotels in the hotel group or alliance hotels. In order to transfer guest’s request, data flows from local database to the central server through local web server, then it is passed to another hotels database by web services interface.3.3 ImplementationToday there are lots of platforms that could provide capabilities to integrate different system and offer other features such as security and work load balancing. The two main commercial products are Java2 Enterprise Edition (J2EE) and. They offer pretty much the same laundry of list of features, albeit in different ways. We choose .NET platform as our programming environment, however, here we don’t advocate which platform is better or not. Our target is to integrate these decentralized and distributed systems together. In fact, both of these platforms support XML and SOAP to accomplish our task.We use Microsoft Internet Information Services (IIS) as web server and Sybase database server. The firewalls separate the local networks from the public networks. This is very important from the security point of view. Each hotel of the group has a database server, an application server and a web server to deploy this multi-tier system that includes the user interface presentation tier, business presentation tier, business logical tier, and the data access tier. C# is adopted as the programming language for the core executable part. XML is the data exchange standard format.酒店管理系统集成服务1.简介人们普遍认为，网络服务角色在企业中无疑是重要的。

《酒店管理实务》电子教案第一章：酒店管理概述1.1 酒店的概念与分类1.2 酒店管理的含义与目标1.3 酒店管理的基本原则与方法1.4 酒店业的发展历程与趋势第二章：酒店组织结构与管理体系2.1 酒店组织结构的设计与优化2.2 酒店管理体系的构建与运行2.3 酒店各部门职责与协作关系2.4 酒店人力资源管理第三章：酒店服务营销策略3.1 酒店市场营销环境分析3.2 酒店服务产品策略3.3 酒店价格策略3.4 酒店促销策略第四章：酒店前台与客房管理4.1 酒店前台服务流程与规范4.2 酒店客房服务与管理4.3 酒店客房销售与接待技巧4.4 酒店客房设施与用品管理第五章：酒店餐饮管理5.1 酒店餐饮服务类型与特点5.2 酒店餐饮部组织结构与职能5.3 酒店餐饮服务流程与技巧5.4 酒店餐饮卫生与安全管理第六章：酒店财务管理6.1 酒店财务管理概述6.2 酒店收入管理6.3 酒店成本控制与预算管理6.4 酒店财务报表分析与决策第七章：酒店安全管理7.1 酒店安全管理的意义与目标7.2 酒店安全事故的预防与应对7.3 酒店消防安全管理7.4 酒店信息安全与管理第八章：酒店人力资源管理8.1 酒店人力资源规划与招聘8.2 酒店员工培训与发展8.3 酒店绩效管理与人力成本控制8.4 酒店员工关系与企业文化建设第九章：酒店项目管理与可持续发展9.1 酒店项目管理的概念与流程9.2 酒店项目投资决策与风险管理9.3 酒店可持续发展战略9.4 酒店创新与变革管理第十章：酒店案例分析与实战演练10.1 酒店成功案例分析10.2 酒店经营困境与对策分析10.3 酒店管理实战演练与模拟10.4 酒店管理技能竞赛与综合素质培养重点和难点解析一、酒店管理概述二、酒店组织结构与管理体系难点解析：理解酒店组织结构的设计应符合酒店的业务特点和规模，优化管理体系以提高酒店的运营效率。

三、酒店服务营销策略难点解析：分析酒店市场营销环境，制定适应市场需求的酒店服务产品策略，合理制定价格策略和促销策略。

《酒店管理实务》电子教案第一章：酒店概述1.1 酒店的定义与发展历程1.2 酒店的类型与等级1.3 酒店业的市场现状与发展趋势1.4 酒店管理的基本理念与目标第二章：酒店组织结构与管理体系2.1 酒店组织结构的特点与类型2.2 酒店管理体系的构建与运行2.3 酒店各部门的职责与协作关系2.4 酒店人力资源管理策略第三章：酒店客房管理3.1 客房部的组织结构与职责3.2 客房服务程序与服务质量3.3 客房价格策略与预订管理3.4 客房设施与用品管理第四章：酒店餐饮管理4.1 餐饮部的组织结构与职责4.2 餐饮服务程序与服务质量4.3 餐饮价格策略与预订管理4.4 餐饮设施与用品管理第五章：酒店前厅管理5.1 前厅部的组织结构与职责5.2 前厅服务程序与服务质量5.3 客房销售与接待管理5.4 酒店礼宾服务与管理第六章：酒店营销管理6.1 酒店营销管理的基本概念与原则6.2 酒店营销环境分析6.3 酒店营销策略的制定与实施6.4 酒店营销活动的组织与评估第七章：酒店财务管理7.1 酒店财务管理的基本概念与原则7.2 酒店成本控制与预算管理7.3 酒店收入管理策略7.4 酒店财务报表分析与财务决策第八章：酒店安全生产管理8.1 酒店安全生产管理的基本概念与原则8.2 酒店安全生产的组织与实施8.3 酒店突发事件的预防与应对8.4 酒店消防安全管理第九章：酒店服务质量管理9.1 酒店服务质量管理的基本概念与原则9.2 酒店服务质量的评估与改进9.3 酒店客户关系管理9.4 酒店服务质量提升策略第十章：酒店项目管理10.1 酒店项目的类型与特点10.2 酒店项目的策划与评估10.3 酒店项目的组织与实施10.4 酒店项目的验收与评价整个教案全面覆盖了酒店管理的核心领域，既有理论知识的学习，也有实践操作的指导，旨在培养学习者对酒店业的全面认识和管理能力。

通过学习本教案，学习者能够了解酒店业的现状和发展趋势，掌握酒店管理的基本原理和方法，为酒店业的未来发展做好准备。