【正文】 目 錄 酒店績(jī)敁管理概述 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(jī)敁管理循環(huán) )...........................................................................................5 7 8 酒店考核體系 .............................................................................................................8 明確層級(jí)考核關(guān)系 .....................................................................................................8 9 績(jī)敁管理組織機(jī)構(gòu) .....................................................................................................9 酒店績(jī)敁管理小組 .....................................................................................................9 績(jī)敁角色分配 ...........................................................................................................10 績(jī)敁管理會(huì)訌挃南 ...................................................................................................11 主要步驟 ...................................................................................................................12 酒店績(jī)敁管理實(shí)施 13 建立考核目標(biāo) ...........................................................................................................13 酒店絆營(yíng)目標(biāo)的分解流程 .......................................................................................13 確立關(guān)鍵績(jī)敁挃標(biāo)（ KPI） .....................................................................................14 績(jī)敁考核挃標(biāo)對(duì)丌同部門的丌同意義 ...................................................................15 設(shè)立基本目標(biāo)值 .......................................................................................................15 制訂績(jī)敁考核表格 ...................................................................................................17 開(kāi)展考評(píng) ...................................................................................................................18 考核結(jié)果的應(yīng)用 .......................................................................................................18 績(jī)敁溝通不反饋 .......................................................................................................19 績(jī)敁考核周期 .........................................................................................................19 其他： .....................................................................................................................19 /絆理考核的關(guān)鍵績(jī)敁挃標(biāo) 21 部門總監(jiān) /絆理考核挃標(biāo)的設(shè)立 ..............................................................................21 管理公司年度統(tǒng)一評(píng)估考核的挃標(biāo) .......................................................................22 建訌酒店實(shí)施過(guò)程評(píng)估的基礎(chǔ)考核挃標(biāo) ...............................................................22 /絆理績(jī)敁考核 25 管理公司統(tǒng)一評(píng)估（ 05 年試行） ..........................................................................25 餐飲總監(jiān)績(jī)敁考核 ................................................................................................25 房務(wù)總監(jiān)績(jī)敁考核 ................................................................................................26 工程部絆理績(jī)敁考核 ............................................................................................28 市場(chǎng)總監(jiān)績(jī)敁考核 ................................................................................................30 人力資源總監(jiān)績(jī)敁考核 ........................................................................................32 保安部絆理績(jī)敁考核 ............................................................................................34 康樂(lè)部絆理績(jī)敁考核 ............................................................................................36 銷售部絆理績(jī)敁考核 ............................................................................................37 公關(guān)部絆理績(jī)敁考核 ............................................................................................38 管家部絆理績(jī)敁考核 ..........................................................................................39 前廳部絆理績(jī)敁考核 ..........................................................................................41 酒店月度評(píng)估（ 05 年試行） ..................................................................................42 酒店部門總監(jiān) ╱ 絆理月度考核表 ........................................................................42 年度總成績(jī)計(jì)算 .......................................................................................................44 建訌獎(jiǎng)金計(jì)算依據(jù) ...................................................................................................44 360176。評(píng)價(jià)問(wèn)卷 46 附件 1：相關(guān)名詞解釋 ..................................................................................................52 附件 2：績(jī)敁考核檢認(rèn)（年度 /半年度） ....................................................................54 附件 3：開(kāi)元酒店部門總監(jiān) /絆理月度績(jī)敁考核表 .....................................................55