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STATEGUESTHOTELMANAGEMENTCOMPANY(“SGHM”)国宾酒店管理公司LSOP标准操作程序2004-4STATEGUESTHOTELMANAGEMENTCOMPANY(“SGHM”)TABLEOFCONTENTS目录2004-4100GeneralAdministration行政办公室101StandardLSOPFormat标准LSOP格式102MissionStatement使命宣言103StandardofExcellence优质服务标准104LostandFound失物招领200-HumanResources人力资源方面200ForeignExpatriateBenefit外籍经理福利201EntranceExit员工出入口202SmokingRoom员工吸烟室203MealBreaks用餐时间204Overtime加班规定205PackagePass携物通行证206Suggestion员工意见箱207Social&RecreationCommittee员工业余文体协会208ManagerOfTheQuarter季度经理人奖评选209EmployeeOfTheMonth月优秀员工评选210EmployeeMonthlyCelebration员工月庆祝会211PersonalTells员工私人电话212ProgressiveDisciplinaryAction纪律处分213PublicHoliday法定节假日214PersonnelRequisition所需人员申请215PersonnelAction员工变动单216Attendancerecord考勤纪录217Leave-Local员工休假申请218StaffDormitory员工宿舍219Mealcoupon员工餐厅餐券220Medical员工医疗制度221FamilyPlanning计划生育规定222Incentive销售激励计划223BloodDonation献血暂行规定224ExcomIncentive酒店高级例会激励计划225Referral员工推荐计划226Email电子邮件227CateringIncentive宴会销售激励计划228Compensation员工意外及工伤请求229EmployeeCarpark员工泊车230EmployeeIncentive员工激励计划231TerminationCheck-offList离店单232ExitInterviewAndAttritionDocumentation员工辞职调查及记录233TimePermittedForEnteringAndExitingTheHotel允许出入酒店时间234PerformanceAppraisal工作表现评估235Philosophy理念236HumanResourcesFunction人力资源功用237EmploymentRelationship雇佣关系238MobileTelephoneandMobiletelephoneallowance移动电话使用和津贴239Ethics道德规范240Law法律241Discrimination歧视242Harassment,Abuse&Violence骚扰，辱骂，暴力243Theme主题244RecruitmentAndRequisitions招聘和人员需求245ManagementCandidateAppraisal管理岗位候选人评估小组246AuthorizationofEmploymentRelatedDecisions关于劳动决定的授权247ReferenceCheck&Verification背景核实及查证248EmploymentVerification职业证明249RespondToRusumes回复简历250OfferLetter&Contracts供职信及合同251Drug&Alcohol麻醉品与酒精测试252HumanResourcesEvacuation人力资源部消防疏散253Relative亲戚254Rehires重聘255Files员工档案256GetAcquainted试用期257Employmentstatus员工状况258Termofemployment雇佣期限259MutualPromise相互承诺260Orientation入职培训261Training培训262Communication沟通263Compensation薪酬264Wage工资方案265Pay工资267EmployeeDiscountPlan.员工折扣计划269ProfessionalAtmosphere.职业氛围270Alcoholic在店内消费酒精饮品271Grooming个人仪表272Rights&Responsiblities权利和职责273HrAssessment人力资源评估274HealthClubIncentive健身娱乐部会员卡销售激励计划275EnglishLanguageAllowance英语津贴276EmployeeOfTheYear年度优秀员工评选与奖励277RegulationOfUsingComputer使用电脑规定278AirTicketForm探亲假及短期休假机票费用审批表279DiscussionReport北京国宾酒店管理公司员工过失报告280EmployeeSuggestionForm员工意见表281LeaveChart酒店员工休假282LeaveForm酒店休假申请表283MealRequisitionForm酒店员工餐厅用餐申请表284OvertimeForm酒店加班审批员工285PersonnelActionForm酒店员工变动单286PersonnelRequisitionForm酒店所需人员申请300FrontOffice前台300/201SGHMStandardsofOperations工作标准300/202GenuineHospitality真诚服务300/203YesIcan!GuestService为客人服务300/204YesIcan!MakingitRight采取正确的方法和行动300/205100%GuestSatisfactionGuarantee客人满意300/206100%SGHMGoldRewards金卡300/207LooktoBook确保程序准确实施300/208ExtraThoughtfulCare-ETC附加服务300/209SGHMExpressDepartureService快运300/210SGHMMeetingSolutions会议承诺300/211BusinessClass会议承诺300/212WorldwideHospitalityProgram促销活动300/213ReservedforYou为您保留300/214SGHMExpress效率标准300/215SGHMPresident’sAwardCriteria质量确信奖赏300/216QualityAssuranceEvaluation质量确保估价300/217GuestCommentCards-Complaints客人意见书300/401Makingitright尽善尽美300/402MarketingSegmentationReport市场细分报告300/403HouseUseRoomReport使用房报告300/404DailyCreditReport每日信用卡报告300/500RegistrationIndex登记目录300/501Courtesy礼貌300/502FrontDeskandlobbyAppearance前台与大堂300/503ApplesatFrontDesk前台苹果300/504SGHMexpress快速服务300/505BookingandPre-Registration入住前300/506IssuingKeys&Security做钥匙及安全300/507StatusandSellStrategy状态及销售300/508Reservations预定300/509Walk-ins为预定散客300/510GuestRelocation客人迁移300/511AdvanceDeposits预付金300/512RoomChanges换房300/513PreparingforSellout推销酒店300/514EmergencyProcedures紧急情况300/600GuestServiceIndex客服目录300/601TelephonePhraseology接听电话300/602PlazaClubConcept行政楼层概念300/603GuestRoomFeatures客房设备300/604ProfitObjectives利润目标300/605lobbylounge大堂礼宾300/606SafetyDepositBoxes保险箱300/607GiftsShops礼品店300/608VIPProcedures重要客人300/609NonSmokingRooms不吸烟房300/610AccessibleAccommodations其他服务300/611BusinessServices商务服务300/612Pets宠物300/613Laundry-Valet洗衣房300/614RollawaysandCribs加床及婴儿床300/615GuestServiceDirectory服务指南300/616TelevisionProgramming电视频道300/617ATMMachines自动取款机300/700ReservationsOperations预定部操作程序300/701StaffAppearance员工仪表300/702RateQuoting报价表300/703SignatureTraining签字培训300/704MarketingSegments,RateCodes市场代码及价格代码300/705OfficeCoverage办公效率300/706Confirmations确认300/707SpecialRequestsProcedures特别要求300/708CommissionExpress佣金300/709H.D.B.M300/71010DayForecast10日预测300/7114DayForecast4日预测300/712GDSRateShopper全球联网销售程序300/713TestCallProgram监测电话300/714GroupHandlingProcedures团队程序300/715FileHandlingProcedures文件整理300/716No-showProcedure预定未到程序300/717UpsellingProgram推销高价房300/800GuestServices客人帐务300/801EstablishingCredit确认信用卡300/802CheckoutProcedures结帐程序300/803CreditCards-Debit&Processing信用卡借记及处理300/804DirectBilling挂账300/805Cheque&ChequeCashing支票及提取300/806PaidOuts付款300/807ShiftWork&BankOutProcedures班次检验程序300/808CashierLiability&CashBank收银程序300/810DueBills/ScripProcessing免费房300/812HouseAccounts&MasterAccounts房帐及主帐300/813DistributedCharges折扣300/814100%GuestSatisfactionGuarantee100%客人满意300/815BucketCheck房帐检查300/901AnsweringPhrases电话接听300/902Emergency