Hotel management discussion

I. General Manager's Office 2

Second, the finance department 9

Three. Office 2 1

Four. Catering department 22

Verb (abbreviation of verb) room service department 32

Intransitive verb security department

I. General Manager's Office

1, hotel control management system

1) The production of intangible service products depends on employees in various departments and positions, and the reception object of this intangible service product is the guests. There is a process of giving and receiving services. To ensure that the whole process is in a standardized and high-quality state, it is necessary to establish a set of effective control and management rules and regulations throughout the hotel.

2) Steps to implement control management:

The first step: define the work objectives and formulate unified standards. Standards are very important for control and management, and are the basis for evaluating work measurement and quality, including time standards, cost standards, quantity standards and quality standards.

Step 2: Measure and check the actual working conditions, start, process and end. In order to check the work progress frequently, hotel managers usually make charts according to the information and requirements, so that the work progress and tasks can be seen at a glance, so as to find problems as soon as possible, analyze and deal with them, correct mistakes and guide them correctly.

Step 3: Compare the progress with the standard and analyze the differences. We should take an objective attitude, analyze the reasons and investigate the responsibility until we have a satisfactory answer. The analysis should be based on the current objective situation. Such as: the control and management of things, money and people.

Step 4: Correct mistakes or wrong actions and behaviors in time to ensure that all hotel operators and operations are under effective control and management.

3) the way and content of control

There are three basic methods: pre-control, field control and feedback control.

Advanced control. The purpose is to focus on controlling the input of hotel resources, including: effectively controlling the input of manpower, material resources and financial resources.

Field control. This is a control problem, mainly to supervise the ongoing work process to ensure the expected goals. There are two points in on-site control: one is to guide subordinates to work according to the correct methods and procedures, and the other is to supervise the working process of subordinates to ensure the expected results are achieved.

Feedback control. The contents include quality, variety, price, quantity, etc. , and service attitude, service time, service mode, service content, etc. , mainly based on work standards to measure past work results, find deviations, correct the future, and ensure compliance with standards.

4) Control of key links

The hotel mainly uses facilities and equipment to provide various services for its guests. This process is very random and on-site. So we must control the key links according to our own characteristics. The main contents are: personnel management, product quality, service quality and cost consumption.

Control of personnel management. Manpower is the biggest cost of the hotel. The development and management of human resources is the fundamental premise of whether the service quality can reach high quality, especially the level of middle-level and grass-roots managers and the quality of employees in important positions. It is necessary to ensure that the control right is in the hands of the general manager, and the general manager should conduct scientific and effective assessment and analysis in stages, so as to be able to go up and down.

Product quality control. The importance of product quality lies in formulating quality standards and strictly implementing them. For example, successful hotels tell us that we must formulate unified standard dishes, including color, fragrance, taste, shape, utensils, quality, nutrition, hygiene, quantity, size and quantity. Only by strictly observing and standardizing cooking can the quality be stabilized, and stability can be talked about as high quality.

Service quality control. Mainly through the standardization, proceduralization and formulation of service work. And through the original records, handling customer complaints and other measures to ensure the improvement of service quality.

Control of cost consumption. First, formulate cost consumption standards, such as food cost, single room cost, personnel cost, management cost standard, etc. The second is to strengthen cost accounting, procurement, acceptance, distribution, use and assessment. It is necessary to arrange various proportions, tell them how to reduce cost consumption and improve economic benefits with figures, and set prices on this basis.

2. Security system

1) Any undisclosed science and technology involving the politics, economy, national defense and military intelligence of the state party and government organs is a state secret.

2) Any business strategy, management policy, financial data, business information, business statements, personnel files and customer information related to the hotel are within the confidentiality scope of the hotel.

3) All hotel employees should strictly abide by the state secrets and hotel secrecy discipline, and improve their confidentiality awareness. Don't ask what they shouldn't ask, don't look at what they shouldn't see, don't say what they shouldn't say, and don't listen. We should try our best to save and stop the signs of leaks and report them in time.

4) All official documents belonging to national, provincial and municipal government departments and their own departments shall be signed, registered, numbered and sent in strict accordance with the hotel receiving and dispatching system.

5) Strictly control the sending range of confidential documents. Confidential documents are generally not distributed, but circulated, and the general manager's office will send the documents to the readers for signature.

6) Documents with prefixes and symbols stored by various departments must be cleaned up and returned to the general manager's office at the end of the year. If they are lost, they will be treated as leaks.

7) If there is any leak, give a written warning, severe punishment or dismissal depending on the seriousness of the case.

3. Conference system

1) The hotel will hold marketing meetings, cost procurement meetings, service quality management meetings (TQC) and fire safety meetings regularly or irregularly every month, except for regular meetings at 2: 30 pm on Tuesdays and Fridays (special circumstances will be notified separately).

2) The regular meeting shall be presided over by the general manager or authorized person, attended by the heads or authorized persons of all departments and the manager on duty the day before, and the previous work and the work arrangement of the day shall be briefly reported clockwise.

3) The marketing meeting shall be presided over by the marketing director on the last Monday of each month (the specific time is to be determined), with the participation of the managers of catering department, recreation department, room service department and other departments, as well as the marketing manager, public relations director, sauna center director and front office director to report, discuss and summarize the operation and work related to marketing promotion last month, this month and even next month in turn.

4) After the monthly hotel business meeting report is compiled, the expense procurement meeting shall be presided over by the director of finance department, and the heads of relevant business departments, directors of branches and related personnel (such as the executive chef of Chinese and Western kitchens and his deputy, the manager and deputy of finance department, etc.) shall attend. ) and relevant personnel of other departments, summarize, discuss and analyze the work of cost control accounting and procurement services, and formulate corresponding improvement measures.

5) The service quality management meeting shall be presided over by the human resources manager on Thursday of each month (the specific time is to be determined), with the participation of department heads, branch directors (above Grade B /A) and service quality directors, to summarize and analyze the hotel service quality management in the current month, and to discuss and clarify the specific work for next month.

6) On the third Wednesday of each month (the specific time is to be determined), the manager of the security department shall preside over the fire-fighting meeting attended by the fire chiefs of all departments, the fire chief of the security department and the relevant engineers and technicians of the engineering department, so as to summarize the fire-fighting safety work of the hotel in the past month, arrange relevant rectification work, put forward improvement suggestions and implement them, so as to better complete the fire-fighting safety work.

7) Participants from all departments should attend the meeting on time. If they can't attend for some reason, they need to authorize or designate the next level supervisor to attend the meeting. Every meeting should follow the principle of seriousness and efficiency, and the communication tools should be changed to ring or not. It is not suitable to answer the phone when the meeting is long. Under special circumstances, you should lower your voice and go outside the meeting room as soon as possible so as not to affect the smooth progress of the meeting.

8) Minutes of all special meetings shall be made the next day and copied to the General Manager. If a resolution is made at the meeting, it shall be reported to the general manager.

9) Financial (expense) analysis meeting, human resources meeting and credit meeting will be held regularly or irregularly after the report is completed or under special circumstances, according to the instructions of the general manager or the needs of relevant departments, and the participants will be designated by the general manager or department under special circumstances.

10) the financial analysis will mainly analyze the hotel's operating indicators, the expenses and energy consumption of various departments, and put forward financial management requirements. The human resources meeting is mainly to analyze the human resources of the hotel and discuss special human resources management work, such as recruitment, employment, employee promotion, violation of discipline, etc. The main purpose of the credit meeting is to summarize and analyze the credit management, analyze the accounts receivable of business customers, formulate recovery policies and programs, and reduce the accounts receivable of hotels.

1 1) The above meeting minutes are confidential documents of the hotel.

4. Communication and receiving system

1) Fill in the Banquet Approval Form when it is necessary to receive customers' meals, housing and other projects on business, and implement the approved projects after being approved by the department head and general manager;

2) Reception and banquet should be held in the store in principle, and the approval of the general manager must be obtained in advance when it is necessary to spend outside the store under special circumstances;

3) The handler shall briefly explain the banquet items in the in-store bill or the out-of-store invoice, and indicate the number of the Banquet Approval Form;

4) The application department shall submit the approved Banquet Approval Form to the Finance Department for future reference;

5) The Finance Department shall review the banquet activities of the department according to the approved "Approval Form".

5. Inspection system

1) Each department shall submit a written application report to the General Manager when going out for inspection due to business and management needs. The report must specify the time, place, theme, purpose, project, participants, expenses and transportation of the planned inspection.

2) The plan shall be implemented after being approved by the general manager and submitted to the board of directors for approval.

3) The inspection department shall organize personnel to visit, inspect and study according to the inspection plan. And carefully study and discuss, and make relevant notes.

4) After returning to the hotel after the inspection, you must report the inspection to the general manager in writing within five working days, and the general manager will evaluate and comment on the inspection report.

5) The investigation report prepared by the department must have a clear theme and clear thinking, and cannot be generalized. Learning should be targeted, and the next work improvement measures and work plans should be formulated.

6) The ultimate goal of inspection is self-improvement and * * * improvement. Self-improvement is to see the effect. * * * There is improvement, which requires the inspection report to be provided to other departments for reference and participation, and can enjoy the experience and results * * *.

7) After targeted single inspection, the work is still ineffective. If the requirements in the inspection report are not implemented, the responsibility of the inspection organizer will be traced to economic penalties, such as compensation for inspection expenses.

8) During the inspection trip, you must abide by strict discipline, behave in a manner that reflects the spirit of the hot spring people, and pay attention to the image and voice of the hotel. If there is any violation of laws and regulations, the organizer will assume the leadership responsibility, and the hotel will also severely punish the organizer and the parties.

9) The above provisions also apply to domestic or international business trips, exhibitions, recruitment, training and all overseas missions funded by the hotel.

6. Procedures for receiving complaints

1) The hotel has set up a "complaint center" to receive complaints from guests and employees.

The "complaint telephone number" should be set up in a prominent position in the service guide, guest comments, etc. for the use of guests. At the same time, set up honorifics such as "welcome to use" and "thank you for your guidance" next to the complaint phone.

2) The receiver who answers the guest's complaint phone must be patient and sincere at any time and under any circumstances, and have a good attitude of standing on the guest's side to avoid refutation, doubt and impatience. The receiving party has the responsibility to notify the relevant responsible departments as soon as possible according to the contents of the complaint, record the validity period in the special record book, and be responsible for tracking the complaint.

3) The responsible department should attach great importance to the complaint content transferred by the complaint telephone, and must insist on handling it as soon as possible. The person in charge of the department, at least the manager in charge of the main department, is responsible for handling and implementing the "complaint responsibility system".

4) The responsible department shall verify the complaint within 1 hour, and it shall not exceed 2 hours at most under special circumstances.

5) According to the severity of the complaint, the receiver of the complaint phone and the responsible department decide whether to report directly to the general manager, and then the general manager instructs relevant departments to follow up according to the development of the situation and decide whether to report to the board of directors.

6) When accepting the complaints of the guests staying in the hotel, the responsible department should attach the apology card or letter from the general manager to the apology fruit basket, snack basket or flowers in accordance with the regulations, which will be delivered to the guest room by the department head or branch manager himself. Among them, the apology card or the general manager's apology letter must be selected according to the plot and the seriousness of the plot. If the complaining guest has left the hotel or is a non-resident guest, the responsible department should write an apology letter as soon as possible after learning of the complaining guest, and the general manager will mail it after review, which should generally be completed within two days; If you don't have an exact address, you should actively try to find the complainant by telephone, email and other means to ensure that you have a reply to each complainant. If you really can't find the complainant, you should also regard this complaint as an unfinished "preparatory reply" and give a remedial reply as soon as possible when you find the complainant in the future or when you come to the hotel for consumption next time.

7) The central requirement for handling complaints is to solve problems quickly, solve complaints satisfactorily in the first time, and win customers' satisfaction again.

8) The responsible department shall sort out the guest's reply, file the complaint information together, and request that the original file information be sent to the Human Resources Department for filing. This department only keeps copies.

9) At the hotel total quality analysis meeting, we must summarize and analyze this month's complaints, find out the root causes of complaints, and formulate corrective measures in time according to the root causes. The measures should be solid and content-oriented, and the rectification should be quick to ensure that there is no "secondary failure", and all departments of the hotel strive to "zero complaints" this month.

10) Complaint punishment: the hotel will definitely lose or affect the guest's complaint. Therefore, every complaint will be punished, and the general manager or the responsible department will give corresponding administrative and economic penalties according to the nature and severity of the complaint. The punishment results are included in this file, which will be filed by the Human Resources Department.

1 1) Special note: The above four complaint telephone numbers are only used to write the centralized complaint points of guests, and all calls and receivers in the whole store will follow the above procedures and requirements as soon as they receive complaints from guests.

7, VIP reception procedures

(1) Preparation before arrival at the store

1. Know in advance the nationality, name, title, habits, arrival time and activities arrangement of VIP guests in the store;

2. Before the arrival of the distinguished guests, check the preparations of relevant departments and predict the sanitary conditions of the rooms and the operation of facilities;

3. Check the delivery of flowers and fruits one hour before the arrival of the distinguished guests, and urge the reception staff to arrive half an hour in advance to ensure the smooth progress of all reception work.

(2) Reception at the store

1. When VIPs enter the lobby, they should address and greet the guests actively, enthusiastically and accurately.

2. Introduce the facilities and equipment of guest rooms and hotels to VIPs;

3. When leading the VIP guests into the reservation room, accurately register the valid documents of the guests, and politely ask the guests to sign after ensuring that the contents of the check-in registration form are correct;

4. Ask for the opinions of VIP guests and provide thoughtful service at any time.

(3) Work after arriving at the store

1. Submit the registration form to the front desk in time and accurately input it into the computer to establish VIP files;

2. Report the arrival and reception of important guests to the general manager when necessary.

(4) VIP work when leaving the store

1, determine the departure time, prepare the accounts 10 minutes in advance, and notify the relevant departments;

2. Inform relevant personnel to see them off at the entrance of the lobby 10 minutes in advance. If there is a hotel car to send them, urge the driver to wait at the door 5 minutes in advance.

3. See the guest to the door, thanks again.

(5) Write a reception report.

The receiving report shall include the following contents:

1 ①VVIP: heads of state and other important officials; (Very important guest)

2 2 ②VIP: government officials and celebrities; (VIP)

③IP: an important guest (closely related to the group or above the middle level of the company)

④SP: Special guests (guests who often stay or have complained and need attention)

Second, the finance department.

(a) financial reimbursement management system:

1. Approval authority for loans and reimbursement:

1. 1 The loan or reimbursement of hotel employees on business trips shall be reviewed and signed by the managers of all departments, reported to the hotel finance department for review, and sent to the general manager for approval before the loan or reimbursement can be made.

1.2 employees should fill out an application form for business trip, and borrow travel expenses from the financial department in advance after approval according to the prescribed procedures.

1.3 After employees come back from business trip, they should fill in the "Travel Expenses" reimbursement form according to the prescribed time and approval procedures and submit it to the Finance Department for reimbursement.

2, employee travel expenses reimbursement standard:

2. 1 Employees' business trips can be divided into "long-distance" and "short-distance", that is, "short-distance" for those who can go back and forth on the same day, and "long-distance" for those who exceed one day.

2.2 reimbursement standard for travel and accommodation: (RMB/person/day)

working standard

General staff 80

Department Manager Level 120

Company Deputy General Manager Level 180

2.3 Travel allowance standard:

2.3. 1 employees' short-distance business trips are regarded as attendance, and they are no longer entitled to business trip subsidies. If you miss your meal for special reasons, you can enjoy the maximum subsidy of 8 yuan/day with the approval of the general manager.

2.3.2 Allowance standard for long-distance business trip: (RMB/person/day)

working standard

General Staff 15

Department Manager Level 25

Company Deputy General Manager Level 35

2.4 Staff travel transportation reimbursement standard:

2.4. 1 means of transportation: the general manager of the hotel can take the plane and soft berth according to the employment agreement; Department manager level and below: train hard sleeper, express passenger. The external manager can take the transportation stipulated in the agreement when he takes office.

2.4.2 The transportation expenses of employees on long-distance business trips and the land transportation expenses of managers and above can be reimbursed; In principle, people below the manager level are not allowed to take a taxi. If you need to take a taxi under special circumstances, you can reimburse it only after the approval of the general manager.

2.4.3 Employees working in this city are not allowed to reimburse taxi tickets without special circumstances.

3, employee travel expenses reimbursement regulations:

3. 1 Accommodation and transportation expenses shall be carried out according to the prescribed standards, and the excess part shall be paid by itself (if there are special circumstances, it can only be reimbursed with the approval of the general manager), and the surplus part shall be returned to them.

3.2 Meals shall be charged according to the prescribed standards, and related expenses shall not be reimbursed.

3.3 The communication fee shall be reimbursed by the post office voucher.

3.4 The communication fee shall be examined and approved by the leader, and the Guest Meal Expense Reimbursement Form shall be filled in, which can be reimbursed only after being approved by the General Manager.

3.5 Short-distance business trips do not enjoy accommodation allowance.

3.6 Business travelers can receive an accommodation allowance of 50% of the accommodation standard if they have no accommodation fee.

3.7 Employees shall be reimbursed within 5 working days after returning from business trip. If the employee fails to reimburse within the specified time, the financial department will deduct the advance travel expenses from the salary of the current month, and then pay them when they are reimbursed.

3.8 The Finance Department will not reimburse travel documents, fake bills or bills that are more than 1 month.

3.9 The Finance Department has the right to directly inquire about the false travel expenses of the hotel where the employees are on business trip, and the hotel will punish them according to the seriousness of the case.

4. Provisions for employees to visit relatives and travel:

Unless otherwise stipulated in the agreement, the employee's family visit fee will not be reimbursed.

5. This system is formulated and interpreted by the hotel finance department.

(two) financial audit procedures for expense reimbursement:

1, the financial department should strengthen the management and supervision of imprest and prepayment, and handle it according to the following procedures.

1. 1 Hotel employees must apply for loans for business trips. The accountant fills in a complete loan application form according to the content, and makes accounting vouchers. The accountant, cashier and payee must sign the payment vouchers.

1.2. 1 The hotel advance payment must be paid according to the contract or agreement, and it will be paid after financial review and approval by the general manager; If the payment procedures are incomplete, the accounting personnel shall not prepare payment vouchers or make payments.

1.2.2 The advance payment of contracts and agreements notified by the board of directors shall not be bound by the preceding paragraph.

1.3 the use of reserve funds and advance payments must meet the following requirements:

1.3. 1 has specified purposes, term and limit;

1.3.2 submit the expense receipt or acceptance certificate to the finance department for reimbursement within the specified time limit; Reimbursement within seven days of sporadic purchase by cash or check; Repay the advance payment by bank remittance within 20 days.

1.3.3 In principle, if the above expenditures are not clear, the following funds have not been borrowed.

1.3.4 The financial department will not reimburse the expenditures that violate the prescribed purposes and do not meet the expenditure standards.

1.3.5 If the overdue time of the reserve fund that has not been reimbursed or returned without justifiable reasons is less than three months, an interest of two ten thousandths of the fund occupation fee will be charged on a daily basis; The daily interest rate of the capital occupation fee charged for more than three months and less than one year is three ten thousandths. Deduct the principal and interest from next month's salary.

2. Review of original vouchers:

The original vouchers for reimbursement shall be reviewed and signed by the department managers, and then submitted to the general manager of the hotel for review and approval. Exceeding the authority must be approved by the general manager of the company. The original voucher shall have the following contents:

2. 1 voucher name;

2.2 Date of filling in the voucher;

2.3 the name of the unit or individual who fills in the voucher;

2.4 Signature or seal of the agent;

2.5 Name of the entity receiving the voucher;

2.6 Economic business content;

2.7 Quantity, unit price and amount;

2.8 All invoices and receipts must comply with the Measures for the Administration of Invoices in People's Republic of China (PRC) and its detailed rules for implementation. The original vouchers obtained from other units must be stamped with the official seal of the filling unit; The original documents obtained from individuals must be signed or sealed by the filling personnel; The original vouchers issued to the outside world must be stamped with the official seal of the unit, and the special seal for financial affairs of the unit should be stamped for the collection business.

3. Technical requirements of original documents:

3. 1 All original vouchers for filling in the amount in words and figures must be in uppercase and lowercase.

3.2 The original vouchers for purchasing physical objects must have a receipt with complete procedures. Materials that need to be put into storage must fill in the receipt form, and the physical storage personnel should fill in the paid-in amount according to the plan or contract, and sign it after acceptance. Materials that do not need to be put into storage must be checked and accepted by physical storage personnel or users, and the vouchers must be signed.

3.3 The original voucher for payment must have the receipt voucher and signature of the payee or individual, the signature of the approver and the basis for payment.

3.4 The employee's business trip loan receipt must be attached to the accounting voucher. When the money is recovered, a receipt shall be issued separately, and the original loan receipt shall not be returned.

3.5 For prepaid remittance, the agent shall fill in the payment application form as the original voucher, and shall not replace it with remittance receipt.

3.6 The original vouchers that belong to the nature of cash payment shall, in principle, be signed by myself. If an agent is entrusted, it shall be signed by the agent; If one person leads more than one person, it shall be signed by each person, and a chapter (word) shall not be signed with braces in the column.

3.7 Self-made original vouchers should be scientifically designed, standardized in format and clear in calculation. Such as depreciation, employee welfare fund, etc. , list the name, withdrawal base, withdrawal rate, withdrawal amount, etc. When paying wages and expenses, the payment standard, payment rate and payment amount shall be listed.

3.8 All vouchers with incomplete contents, illegible handwriting and inconsistent with the contents of the economic business itself shall be returned or re-corrected.

4. Contents and filling requirements of accounting vouchers:

4. 1 Voucher date: generally, it should be filled in according to the actual date of accepting economic business.

4.2 Voucher number: Natural series should be compiled once a month.

4.3 Voucher Summary: It should be concise and to the point, truly reflect the contents of economic business, and should not be vague or too brief.

4.4 Accounting subjects: should be set according to relevant regulations.

4.5 Voucher amount: it must be consistent with the original voucher.

4.6 The number of attached original vouchers should be consistent with the original vouchers.

4.7 Signature or seal of relevant personnel: the cashier, accountant and payer must sign or seal the relevant accounting vouchers.

4.8 When accounting personnel fill in accounting vouchers, original vouchers with complete contents must be attached.

5. Matters approved by the general manager referred to in this system, such as the general manager's business trip, shall be approved by the deputy general manager.

6, this system is formulated by the hotel finance department and is responsible for the interpretation.