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____________________________________________________________________________________________________________________________________________________________________________________________________________客務(wù)部樓面經(jīng)理工作程序RD05客務(wù)部樓面經(jīng)理工作程序1. 召開班前會(huì)2. 參加部門會(huì)議3. 現(xiàn)場巡查、督導(dǎo)4. 處理突發(fā)事件 5. 處理客人投訴 做工作記錄客務(wù)部樓面經(jīng)理工作程序RD051. 召開班前會(huì)步驟/內(nèi)容標(biāo) 準(zhǔn) 著裝整潔、挺括，發(fā)型標(biāo)準(zhǔn)，皮鞋光亮，襪子無抽絲，化好淡裝，不留長指甲。 傳達(dá)信息；落實(shí)本部門的工作要求。 制定本周工作計(jì)劃及需部門協(xié)助解決的事項(xiàng)。 檢查住店VIP的服務(wù)規(guī)范，確保符合酒店要 求，客人滿意。 根據(jù)制定的培訓(xùn)計(jì)劃開展培訓(xùn)。 熱誠幫助客人解決，不能推委拒絕。 就此事對員工進(jìn)行培訓(xùn)，避免再次發(fā)生。 電燈工作正常，燈泡 w，燈罩無斑跡。 根據(jù)房間物品定位標(biāo)準(zhǔn)逐一檢查，無遺漏。 墻面、天花無斑跡、破損。 根據(jù)衛(wèi)生間物品定位標(biāo)準(zhǔn)檢查。、無灰塵、水跡、毛發(fā)。（根據(jù)電腦 系統(tǒng)）。、品種無差錯(cuò)。，無胖 聽、過期。，須填寫清楚房號(hào)、物品種 類（電器、首飾等）。 當(dāng)日重要客情。步驟/內(nèi)容標(biāo) 準(zhǔn)。 修改。 所有發(fā)出文件須使用《發(fā)文登記本》，準(zhǔn)確登記，有接受者簽收。 各類文件，非經(jīng)部門經(jīng)理同意不得外借、復(fù)印。 當(dāng)面點(diǎn)清，規(guī)格、數(shù)字準(zhǔn)確。 文員兼?zhèn)}管工作程RD18續(xù)表步驟/內(nèi)容標(biāo) 準(zhǔn) 將遺留物品放入遺留物品室，按日期順