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营运管理实务目录WORKINGMANUALOFREDBOATHOTEL写在前面的话PREFACE总编CONTENTS第一章酒店简介GENERALSTATEMENT第二章管理体系MANAGEMENTSYSTEM附：组织结构图APPENDIX:ORGANIZATIONCHART第一节经营理念TheSpiritofRedBoatHotel第二节顾客政策CustomerPolicies第三节质量管理体系QualityControlSystem第四节服务质量保证书QualityGuarantee第五节人事政策及培训计划实施PersonnelPolicies&Training第六节酒店内部刊物（店报）NewsPaper第七节员工手册StaffHandbook第一编：总经理Ⅰ、GENERALMANAGER第一章总经理1-6G.M1.1总经理GeneralManager1-31.2驻店经理ResidentManager4-6第二章总经理秘书7-11G.M’SSECRETARY2.1总经理秘书G.MSecretary7-92.2文员Clerk10-11第三章会议程序12MEETINGSCHEDULE第二编：市场营销部Ⅱ、MARKET&SALESDEPT第一章市场营销部组织结构图4ORGANIZATONCHART第二章市场营销部各岗位职责5-14POSITIONRESPONSIBILITIESOFM&SDEPT2.1市场营销部经理M&SDeptManager5-62.2商务销售代表SalesRepresentativeofCommercial7-82.3旅行社销售代表SalesRepresentativeofTravelAgency9-102.4秘书Secretary11-122.5美工ArtDesigner13-14第三章市场营销部各岗位工作程序及标准15-26STANDARDOPERATIONPROCEDUREOFM&SDEPT3.1商务销售代表促销访问PromotionandSalesCall15-163.2长包房销售Long-StayingRoomSales17-193.3团队预订GroupReservation20-213.4旅行社销售代表外出销售OutsideSalesCall223.5会议销售ConferenceSales23-243.6与旅行社签订协议TravelAgencyAgreementSigning253.7团队预订更改、取消ReservationAmendment&Cancellation26第四章附加程序27-32ACCESSORYPROCEDURES4.1处理突发事件HandlinganEmergency274.2客用印刷品制作PressworkMaking284.3客户档案建档AccountFileEstablishing294.4大型活动工作安排LargeActivityArrangement304.5组织新闻发布会PressBriefing32第五章市场营销部管理制度33-38MANAGEMENTSYSTEMOFM&SDEPT5.1接待Reception33-355.2办公室环境OfficeEnvironment365.3资料Data365.4例会RegularMeeting375.5工作汇报JobReport385.6工作业绩考核JobResultEvaluation385.7美工室管理制度ArtDesignOffice38第六章市场营销部内部运转表格39-49OPERATIONLISTOFM&SDEPT第三编：财务部Ⅲ、FINANCIALDEPT第一章财务部组织结构图1ORGANIZATIONCHART第二章财务部岗位职责及工作程序2POSITIONRESPONSIBILITIESOFFINDEPT2.1财务总监FinancialController22.2副财务总监DeputyFinanceDirector42.3秘书Secretary62.4会计主任ChiefAccountant72.5总帐GeneralLedger102.6费用核算员CostControlClerk142.7资产核算员AssetsLedgerClerk172.8信贷应收员Credit&A/R192.9应付款文员AccountsPayableClerk222.10出纳员Cashier252.11工资员Payroll282.12收银主任ChiefCashier292.13收银督导CashierCaptain312.14审计员Auditor322.15总台收银FrontDeskCashier342.16站点收银员OutletsCashier382.17成本控制部主任ChiefCostController412.18材料核算员CostingClerk–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&Tobacco492.21物资仓库保管员Storekeeper–General512.22收货员ReceivingClerk532.23电脑部经理EDPManager552.24电脑硬件工程师EDPOfficer–Hardware572.25电脑软件工程师EDPOfficer–Software592.26采购部经理PurchasingManager612.27采购部督导PurchasingCaptain632.28采购员Purchasier64第三章财务管理制度与程序67MANAGEMENTSYETEM&PROCEDUREOFFINDEPT3.1餐厅收银结帐RestaurantCashierCheck-out673.2信用卡结帐CreditCardCheck-out683.3信用卡压卡CreditCardPush-Down693.4收银员编制报告CashierWorkoutReporting703.5收银员下班交接Cashier’sOffDutyConnect713.6总出纳工作GeneralCashierJobProcedures723.7现金支出报销CashPayout733.8客房房租收入审计GuestRoomRateReceiptAudit743.9转帐支票授理VirementChequeTeachTheReason753.10信用卡托收的处理CreditCardCollection’smanage763.11点菜单传递的控制CaptainOrderTransferControl773.12帐单传递BillTransferProcedures783.13货币传递控制CurrencyTransferControl793.14客人离店时间的控制GuestDepartureTimeControl803.15房租减免的内部控制RentDeratingInsideControl813.16营业点帐单建立OutletsBillFound823.17营业点帐单结帐OutletsBillCheck-out833.18信用卡授权程序CreditCardAccredit843.19散客签字消费FITSigningConsume853.20单位、团队签字转帐Unit&GroupSigningTransferAccount863.21营业发票使用BusinessInvoiceUseing873.22审核营业点帐款AuditOutletsAccount883.23审核前厅帐款AuditFrontOfficeAccount893.24编制营业日报表WorkoutBusinessDayStatement903.25夜间稽核工作NightAuditJob913.26信贷政策CreditPolicy923.27预算编制程序BudgetWorkoutProcedures953.28应收款管理AccountsReceivableManage963.29收银员管理OutletsCashierManage973.30出纳员管理CashierManage983.31审计员管理AuditorManage1003.32现金管理CashManage1013.33总出纳管理GeneralCashierManage1033.34采购部管理StockingManage1043.35物资采购申请GoodsStockApplication1063.36采购报价、确认StockQuotedPrice&Confirm1073.37采购审批StockExamine&Approve1083.38采购物品的结算StockGoodsBalanceofaccounts1093.39提货工作程序PickUpTheGoodsJobProcedures1103.40物品验收程序GoodsReceiving1113.41采购方式及有关程序StockWay&Procedures1123.42仓库的收、发及盘存StoreroomAccepting、SendOut、Inventory1203.43食品和饮料存货-定价、标志与贮藏F&BStock:price、Sign&Store1223.44食品和饮料存货-发货、申请领货F&BStock:SendOut&Application1243.45食品和饮料存货-标准存货F&BStock:Standard1263.46食品和饮料存货-实地盘存F&BStock:On-The-SpotInventory1283.47食品成本控制程序FoodCostControl1303.48食品标准成本卡制作FoodStandardCostCardExecution1313.49食品标准成本计算FoodStandardCostAccount1323.50食品标准成本核算FoodStandardCostCheck1333.51餐饮公关费用F&BPublicrelationsCost1343.52菜肴的产销核对MenuProduce&SellCheck1353.53酒水标准成本制作BeverageStandardCostCheck1363.54饮料成本控制BeverageCostControl1373.55饮料销售还原表建立BeverageSaleRevertFormFound1383.56餐饮成本日报表编制F&BCostDayStatementWorkout1393.57鲜活食品价格的制订FreshFoodPriceWorking-Out1403.58干货水果等验收DriedFood&FruitEtcReceiving1413.59鲜活食品验收单据填写FreshFoodReceivingBillFillIn1423.60应付款管理AccountsPayableManage1433.61薪金会计管理PayrollAccountantManage144第四章财务部各类运转表格145OPERATIONLISTOFFINDEPT第四编：前厅部Ⅳ、FRONTOFFICEDEPT第一章前厅部组织结构图ORGANIZATIONCHART1第二章前厅部岗位职责POSITIONRESPONSIBILITIESOFF.ODEPT2-232.1前厅部经理F.OManager22.2前厅部秘书F.OSecretary32.3大堂副理AssistantManager42.4前台接待经理ReceptionManager62.5前台接待员Receptionist72.6预订员ReservationClerk92.7总机督导OperatorCaptain112.8总机话务员Operator122.9首席礼宾司ChiefConcierge132.10迎宾员Doorman142.11行李员Bellman162.12商务中心督导B.CCaptain172.13商务中心文员B.CClerk182.14商场经理GiftShopManager202.15商场员工Seller212.16医务室医生InfirmaryDoctor22第