Ask for hotel staff examination materials, 200 points.

catalogue

I. Preface

Two. company profile ...................................................................

Three. Human resource management system ......................................................

Four. Rules and regulations of hotel staff ............................................................................................................................

Verb (abbreviation of verb) Job specification of cashier at the front desk ....................................................................................................................................................................

Intransitive Verb Service Specification for Restaurant Waiters ..................................................................

Seven. Kitchen management system of catering department ......................................................................................................

Eight, the duty manager guest service code .......................................................

Nine. Hotel purchasing management system ...................................................................

X. Use and revision of employee handbook ..........................................................................................

Related instructions

Compiler, auditor and approver

Compilation date, review date and approval date

Name ×× Hotel Employee Manual Document Number Version

Page modification status

I. Introduction

(omitted)

Second, the company profile

(omitted)

Third, human resource management system.

(omitted)

Four, the hotel staff store rules and regulations

(1) Work attitude

1. Strictly abide by the rules and regulations of the hotel, and complete all the work accurately and timely according to the operating procedures of the hotel.

2. Work hard, be hospitable, speak kindly, be modest and prudent, and behave steadily.

3. Employees should get ready for work ahead of schedule; Do not leave without leave or leave early during working hours. At the end of the work, the employees on duty are not allowed to leave their posts until the next employee arrives. Employees who have no official duties should leave the hotel within 30 minutes after work.

(2) gfd

Employees are required to maintain the following best image at all times.

1. Take a bath every day, maintain personal hygiene and have no bad breath.

2. Always keep the work clothes clean, tidy and in good condition.

3. Employees don't wear brand names, but wear them on the left chest.

4. The nails are clean and neatly trimmed, with no long nails and no colored nail polish.

5. Clean, trimmed or combed hair; Do not perm or dye your hair; Male employees' hair can't grow to ears or collars; Female employees should tie their long hair in a bun and tie it neatly behind their heads.

6. Make up lightly and use a small amount of faint perfume; Keep your face clean and hygienic.

7. Wear only a watch and a wedding ring.

8. Leather shoes must be kept clean and bright.

9. Wear socks issued by the hotel, or wear socks with similar colors and styles, and keep them intact and clean.

(3) Pass

1. Pass is only used as the employee's identification in the hotel and the voucher for entering and leaving the hotel area.

2. The pass belongs to the property of the hotel and cannot be transferred or lent to others. When you leave, it must be returned to the hotel.

3. Employees should keep their passes properly. If it is lost or damaged, it is necessary to apply for a replacement and pay the cost 10 yuan; The damage of an employee six months after applying for a new certificate is a reasonable natural loss and can be exempted from paying compensation.

(4) Employee's famous brand

1. The purpose of wearing employee name tags is to enable guests and hotel managers to identify the names of service personnel and facilitate the supervision and management of services.

2. When on duty, the employee's famous brand must be worn on the left chest of the uniform according to regulations, and the famous brand must be kept intact and clean.

3. The famous brand belongs to the property of the hotel and may not be transferred or borrowed by others. Must be returned to the hotel when leaving; If it is lost or damaged, it shall apply for a replacement in time and pay the fee of 10 yuan.

(5) Work clothes for employees

1. The hotel determines the style and distribution quantity of work clothes according to work needs, and provides free washing service.

2. Employees must wear work clothes in accordance with the regulations during the duty, and ensure that the work clothes are in good condition and clean, and shall not be modified without authorization; If it is damaged, it should be handed over to the housekeeping department for repair in time.

3. Employees' work clothes belong to the property of the hotel and shall not be transferred or lent to others. When leaving the company, it must be returned to the hotel; If it is lost or damaged without reason, it must be fully compensated according to its value.

4. Do not wear work clothes outside the hotel or take them out of the hotel without approval, except for work needs.

(6) Employee lockers

1. The hotel provides each employee with a locker, and employees can share the locker if necessary.

2. Lockers should be kept clean and tidy, and personal valuables and dangerous goods should not be stored except personal work clothes and articles provided by the hotel. It is strictly forbidden to hide hotel items in private lockers.

3. The lockers are for personal use and are not allowed to be lent to others or exchanged privately; Locker keys shall be properly kept and shall not be added or transferred without permission. If it is lost, it should be reported to the security department immediately and reissued after verification, and the relevant expenses should be paid by the employees.

4. The Security Department is fully responsible for employee lockers, and the Security Department will check employee lockers with the Human Resources Department from time to time.

5. Employees must abide by the safety and health management system of the locker room. The bathroom in the locker room is only for hotel employees to use after work. Employees are not allowed to bring outsiders in to take a bath, and are not allowed to wash clothes or hang clothes in the locker room bathroom.

6. Employees should return the lockers and keys to the hotel completely when they leave their jobs, or they will be fined 5 yuan.

(7) Staff dining

1. Every working day, employees can enjoy free working meals provided by the hotel for their own use only.

2. Employees are not allowed to take working meals and tableware out of the staff canteen without permission.

3. The working lunch time is 30 minutes, and the meal schedule is set by the manager of human resources department. Employees should leave the exit immediately after eating, and must not stay in the staff canteen, so as not to affect the dining of other employees.

4. Employees eat with meal vouchers, and overtime employees are issued with meal vouchers by the Human Resources Department.

5. Employees are not allowed to drink alcohol in the canteen, get proper food as needed, and it is forbidden to waste food.

6. The expired meal coupon is non-transferable, non-refundable and invalid; Those who feed or lend meal vouchers to others will be punished accordingly.

7. After eating, you should consciously clean up the desktop hygiene and put the tableware and garbage in the designated place.

(8) Employee sign-in

1. Employees must sign their names when they arrive or leave their jobs, and record the exact time when they arrive at their jobs. Failure to sign in without reason will result in disciplinary action.

2. After the employee sign-in form is signed by the department manager, it shall be submitted to the Human Resources Department for review as the main basis for paying wages.

(9) Commuting regulations

Employees must enter and leave the hotel through employee doors, employee passages and employee elevators. Without approval, you are not allowed to walk through the lobby door, take the passenger elevator and cross the public area for guests.

(10) Use of tourist facilities

All the guest service facilities in the hotel are specially set up for guests. Employees are not allowed to use guest service facilities such as guest rooms, restaurants, guest toilets and elevators at any time without the approval of management personnel.

(eleven) leave regulations

1. Employees applying for any leave must submit a written application to the department manager in advance, and can enjoy it only after it is approved by the department manager and the human resources manager.

2. Holidays that are not approved or do not meet the leave formalities are regarded as absenteeism. Please refer to the contents of "employee benefits" for the application of various holidays.

(12) employee complaints

1. When employees encounter difficulties or dissatisfaction in their work, they can directly report to their immediate leaders.

2. If the direct leader can't give a satisfactory answer, the employee can directly report it to the department manager, who should try his best to solve it and consult the Human Resources Department if necessary.

3. If the department manager fails to give a satisfactory solution or thinks that the complaint is not easy for the department manager to know, the employee can appeal to the human resources manager or the general manager in writing.

4. Employees should ensure the accuracy and objectivity of complaints, so as to facilitate the investigation and handling of things.

(13) Handling guest complaints

1. All employees must listen carefully to guests' complaints about hotel facilities or services, and try to handle them according to the guest complaint handling procedures.

2. If the complaint time is beyond your ability or authority, you should immediately ask the assistant manager of the lobby or the department manager for help.

(14) in-store collection

Any articles found by employees in the hotel area belong to the hotel, and they should immediately report to the department manager or the assistant manager of the lobby, and the department will send them to the security department for registration and safekeeping.

(15) confidentiality clause

1. Employees should keep the plans, procedures and business of the hotel confidential. Without the consent of the hotel management, you shall not disclose, transmit or publish any hotel affairs, nor exchange or publish any documents, secretaries, materials, photos or letters of the hotel.

2. The transaction information of hotels or guests should be regarded as top secret. Any leak will be severely disciplined, and the relevant parties will be held accountable.

(16) Smoking Ordinance

Smoking is harmful to health. I hope every employee doesn't smoke. Smoking is not allowed anywhere except the smoking area designated by the hotel.

(17) Provisions on tips and gifts

Employees are not allowed to accept tips and gifts from guests, nor are they allowed to ask for them openly or implicitly. If the guest offers, he should politely decline first and explain the situation; If the guest insists that he can't refuse, he should first accept it politely and express his gratitude, then report it to the superior and hand it in for registration.

(18) Handling of private affairs

1. Employees can use the magnetic card public telephone set up by the hotel for employees to make personal calls; However, during working hours, except in special circumstances, employees are not allowed to use the hotel telephone for private purposes without approval.

2. During working hours, employees are not allowed to receive any form of private visits in the hotel (especially during working hours); If special circumstances require the approval of the department manager, the security department will register and arrange a special meeting place. The security department has the right and obligation to prohibit any private visitors from entering the hotel administrative area or work area.

3. Try not to send employees' personal letters and packages to the hotel, and the hotel will not bear any responsibility for the loss of employees' personal letters.

Five, the front desk cashier work specification

1. The cashier in the front office should keep close contact with the supervisors of each floor, arrange a detailed list according to the departure time of the guests, and wait for the guests to check out.

2. The cashier at the front desk collects the deposit from the guest according to the planned stay days in the accommodation registration form transferred from the front desk. For the guests with credit cards, it is necessary to check whether the credit cards are valid, issue a receipt of prepaid accommodation deposit (in triplicate), keep one copy, fill in the deposit in the prepaid deposit column of the accommodation registration form (in triplicate) and stamp it, and put it into the guest bill box together with the accommodation registration form. The second copy shall be submitted to the guest together with the sealed accommodation registration form, and the third copy shall be submitted to the finance department as a payment attachment.

3. If the guest needs to extend his stay, the floor attendant will inform the guest to pay the deposit at the cashier in the front hall (the collection procedure is the same as above). The cashier should check whether there are any guests extending their stay every day and provide the check to the service desk on each floor.

4. When the guest checks out, the cashier in the front office should provide services to the guest actively, enthusiastically and quickly.

(1) When the individual checks out, the floor attendant should first ask the cashier to check out, and then the guest will bring the registration form returned from the floor to the front desk to check out.

(2) The cashier immediately asks the restaurant cashier, coffee shop, telephone switchboard, laundry room, etc. after receiving the guest's departure notice. If there is a bill, please transfer it immediately.

(3) Take back the accommodation registration form and the advance receipt of the accommodation deposit, then take out the documents from the bill box, check the advance deposit, enter the computer for settlement, and issue a accommodation invoice in triplicate, one for future reference, two for the guests, and the third one is bound with the accommodation registration form and put in a special paper bag for settlement vouchers. The accommodation registration form returned by the guests will be sent to the information desk in time.

(4) When the guest checks out, the cashier should politely inform the guest of the amount paid, which will be refunded.