【正文】 目 錄 酒店績效管理概述 3 目的 .............................................................................................................................3 定義 .............................................................................................................................3 目標(biāo) .............................................................................................................................3 適用范圍 .....................................................................................................................4 實(shí)施 .............................................................................................................................4 修改 .............................................................................................................................4 使用 .............................................................................................................................4 保密政策 .....................................................................................................................4 5 基本原則 .....................................................................................................................5 實(shí)施流程 (績效管理循環(huán) )...........................................................................................5 7 8 酒店考核體系 .............................................................................................................8 明確層級考核關(guān)系 .....................................................................................................8 9 績效管理組織機(jī)構(gòu) .....................................................................................................9 酒店績效管理小組 .....................................................................................................9 績效角色分配 ...........................................................................................................10 績效管理會(huì)議指南 ...................................................................................................11 主要步驟 ...................................................................................................................12 酒店績效管理實(shí)施 13 建立考核目標(biāo) ...........................................................................................................13 酒店經(jīng)營目標(biāo)的分解流程 .......................................................................................13 確立關(guān)鍵績效指標(biāo)（ KPI） .....................................................................................14 績效考核指標(biāo)對不同部門的不同意義 ...................................................................15 設(shè)立基本目標(biāo)值 .......................................................................................................15 制訂績效考核表格 ...................................................................................................17 開展考評 ...................................................................................................................18 考核結(jié)果的應(yīng)用 .......................................................................................................18 績效溝通與反饋 .......................................................................................................19 績效考核周期 .........................................................................................................19 其他： .....................................................................................................................19 /經(jīng)理考核的關(guān)鍵績效指標(biāo) 21 部門總監(jiān) /經(jīng)理考核指標(biāo)的設(shè)立 ..............................................................................21 管理公司年度統(tǒng)一評估考核的指標(biāo) .......................................................................22 建議酒店實(shí)施過程評估的基礎(chǔ)考核指標(biāo) ...............................................................22 /經(jīng)理績效考核 25 管理公司統(tǒng)一評估（ 05 年試行） ..........................................................................25 餐飲總監(jiān)績效考核 ................................................................................................25 房務(wù)總監(jiān)績效考核 ................................................................................................26 工程部經(jīng)理績效考核 ............................................................................................28 市場總監(jiān)績效考核 ................................................................................................30 人力資源總監(jiān)績效考核 ........................................................................................32 保安部經(jīng)理績效考核 ............................................................................................34 康樂部經(jīng)理績效考核 ............................................................................................36 銷售部經(jīng)理績效考核 ............................................................................................37 公關(guān)部經(jīng)理績效考核 ............................................................................................38 管家部經(jīng)理績效考核 ..........................................................................................39 前廳部經(jīng)理績效考核 ..........................................................................................41 酒店月度評估（ 05 年試行） ..................................................................................42 酒店部門總監(jiān) ╱ 經(jīng)理月度考核表 ........................................................................42 年度總成績計(jì)算 .......................................................................................................44 建議獎(jiǎng)金計(jì)算依據(jù) ...................................................................................................44 360176。評價(jià)問卷 46 附件 1：相關(guān)名詞解釋 ..................................................................................................52 附件 2：績效考核檢討（年度 /半年度） ....................................................................54 附件 3：開元酒店部門總監(jiān) /經(jīng)理月度績效考核表 .....................................................55 目的 更好地把績效