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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
