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________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________樓面領(lǐng)班工作程序RD11樓面領(lǐng)班工作程序 1. 班前準(zhǔn)備2. 分配清掃房間3. 召開班前會(huì) 4. 檢查房間、衛(wèi)生間 6. 收取小酒吧帳單 5. 報(bào)空房 7. 飲料管理8. 檢查服務(wù)員工作單9. 交接班樓面領(lǐng)班工作程序RD11 步驟/內(nèi)容標(biāo) 準(zhǔn)，記錄當(dāng)班服務(wù)員的姓名。 有些記錄要上報(bào)大堂副理備案?？蛣?wù)部樓面經(jīng)理工作程序RD05續(xù)表步驟/內(nèi)容標(biāo) 準(zhǔn) 對(duì)事情全部過程記錄在案，準(zhǔn)確、無遺漏。 首先向客人道歉，在道歉的過程中婉言解釋。 無論投訴性質(zhì)如何，均不得表現(xiàn)出對(duì)客人的不 信任。 找出解決問題的方法并征詢客人的意見。 詢問客人的姓名和房號(hào)。5. 處理客人投訴步驟/內(nèi)容標(biāo) 準(zhǔn) 認(rèn)真傾聽，保持目光接觸準(zhǔn)確了解每一細(xì)節(jié)，不要插話打斷客人。 維護(hù)酒店利益。 維護(hù)酒店正常接待秩序。 親自了解。 員工受訓(xùn)后，了解培訓(xùn)內(nèi)容，掌握操作規(guī)范， 符合要求。 布置工作任務(wù)，提出要求及欲達(dá)目的。6檢查消防器材 檢查所轄區(qū)域內(nèi)擺放的消防器材，確保其擺放 位置正確、無空瓶、無灰塵，在保質(zhì)期內(nèi)。 檢查領(lǐng)班的工作日志，保證其記錄完整。、歸還記錄完整、清晰。 檢查預(yù)定VIP房間的準(zhǔn)備工作，根據(jù)接待要 求，對(duì)VIP客房的衛(wèi)生、設(shè)備進(jìn)行檢查，確保按酒店要求布置。 房間清潔衛(wèi)生符合酒店要求，物品配備齊全。，發(fā)現(xiàn)漏洞，提出調(diào)整方案 并予以落實(shí)?？蛣?wù)部樓面經(jīng)理工作程序RD053. 現(xiàn)場(chǎng)督導(dǎo)、巡查步驟/內(nèi)容標(biāo) 準(zhǔn)、衛(wèi)生狀況 經(jīng)常性處于走動(dòng)式檢查中，發(fā)現(xiàn)員工在工作中出現(xiàn)的問題和不符合酒店要求的，及時(shí)指出， 予以糾正。 通報(bào)工作及布置任務(wù)的完成情況。 記錄會(huì)議要求。、跟辦其它部門協(xié)調(diào)要求。1. 參加酒店/部門會(huì)議步驟/內(nèi)容標(biāo) 準(zhǔn)，代其參加酒店晨會(huì) 求。、離店房號(hào)