Table of Contents

1. General Manager’s Office 2

2. Finance Department 9

3. Office 21

4. Catering Department 22

5. Housekeeping Department 32

6. Security Department 47

1. General Manager’s Office

1 , Hotel control and management system

1) The production of intangible service products depends on employees in various departments and positions, and it is the guests who receive such intangible service products. There is a difference between serving and being served. To ensure that the whole process is in a standardized and high-quality state, a complete set of rules and regulations for effective control and management must be established throughout the hotel.

2) Steps to implement control management:

Step one: Determine clear work goals and establish unified standards. Standards are an indispensable condition for control management and the basis for evaluating work measurement and quality. They include four categories: 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 make it easier for hotel managers to frequently check the progress of their work, they usually develop charts based on the data and requirements so that the work progress and tasks can be seen at a glance, so that problems can be discovered as early as possible, analyzed and dealt with, errors corrected, and guidance correct.

Step 3: Compare the progress with the standards and conduct a gap analysis. We should be objective, analyze the reasons, and hold people accountable until we have a satisfactory answer. The analysis should be based on the current objective situation. Such as: control and management of things, control and management of finances, control and management of people.

Step 4: Correct errors or mistakes in a timely manner to ensure that all hotel operators and operations are under effective control and management.

3) Control methods and content

There are three basic methods: advance control, on-site control and feedback control.

Advanced control. It aims to focus on the control of hotel resource investment, which includes: effective control of human, material and financial investment.

Onsite control. It is in-process control, 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 correct methods and procedures, and the other is to supervise the work process of subordinates to ensure that the expected results are achieved.

Feedback control. The content includes quality, variety, price, quantity, etc., as well as service attitude, service time, service method, service content, etc. It mainly uses work standards to measure past work results, discover deviations, correct the future, and ensure compliance with standards.

4) Control of key links

Hotels mainly use facilities and equipment to provide guests with various services. This process is highly random and on-site. Therefore, it must be based on its own Features, grasp key links for control. The main contents include: personnel management, product quality, service quality, and cost consumption.

Control of personnel management. Labor costs are the biggest cost of a hotel. The development and management of human resources is the fundamental prerequisite for achieving excellent service quality, especially the level of middle-level managers and the quality of employees in important positions. The control rights must be guaranteed to be in the power of the general manager, who will implement it in stages. Scientific and effective evaluation and analysis can make things better or worse.

Product quality control. The most important thing about product quality is to set quality standards and strictly implement them. For example, successful hotels tell us that they must formulate unified standard dishes, including color, aroma, taste, shape, utensils, quality, nutrition, hygiene, quantity, size, and serving size. Only by strictly abiding by and cooking to standards can the quality be stable, and stability can be called high quality.

Service quality control. This should be mainly accomplished through standardization, programming, and formulation of service work. And through original records, handling guest complaints and other measures to ensure the improvement of service quality.

Control of cost consumption. The first is to formulate cost consumption standards, such as dish costs, single room costs, personnel costs, management expense standards, etc.; the second is to strengthen cost accounting, procurement, acceptance, distribution, use and assessment, and various proportions must be arranged, using numbers Tell them how to reduce costs and improve economic efficiency, and set prices on this basis.

2. Confidentiality system

1) All undisclosed political and economic science and technology involving the national party and government agencies, as well as national defense and military intelligence, etc. are classified as state secrets.

2) All business strategies, management policies, financial information, operating information, business statements, personnel files, and guest information related to the hotel are within the scope of confidentiality of the hotel.

3) All hotel employees should strictly abide by state secrets and hotel confidentiality disciplines, improve confidentiality awareness, and do not ask questions that should not be asked, read things that should not be seen, say things that should not be said, and listen to things that should not be heard. listen. If you find any signs of leaking confidentiality, you should try your best to stop them and report them in a timely manner.

4) All official documents belonging to national, provincial, municipal government departments and this department must be signed, registered, numbered and sent in strict accordance with the hotel's sending and receiving document system.

5) Strictly control the sending scope of confidential documents.

Confidential documents are generally not printed and distributed, but circulated. The general manager's office attaches a document delivery slip and the reader signs it.

6) Each department collects documents with headers and file numbers, which must be cleared and returned to the general manager's office at the end of the year. If any are lost, they will be treated as confidential.

7) If a leak occurs, a written warning, severe punishment or expulsion will be given according to the severity of the case.

3. Meeting system

1) In addition to daily meetings held every Tuesday and Friday at 2:30 pm (special circumstances will be notified separately), the hotel holds regular or irregular market meetings every month. Promotional meetings, cost procurement meetings, service quality management meetings (TQC) and fire safety meetings.

2) The regular meeting is hosted by the general manager or the authorized person, and is attended by the heads of each department or the authorized person, and the manager on duty the day before. In clockwise order, a brief report on the previous work situation and the work arrangement of the day is given.

3) The marketing meeting will be held on the last Monday of the month (the specific time is to be determined) and will be hosted by the marketing director, department managers of the catering department, recreation department, and housekeeping department, as well as the marketing and sales manager, public relations director, and sauna center director Participate with the front office manager and report, discuss, and summarize the business operations and marketing promotion-related work from the previous month, this month, and the next month in sequence.

4) The cost procurement meeting will be chaired by the director of the financial department after the monthly hotel business meeting report is prepared, and the heads of relevant business departments, branch supervisors and related personnel (such as Chinese and Western kitchen executive chefs and their Deputy, finance department manager and deputy, etc.) and relevant personnel from other departments participated to summarize, discuss and analyze cost control accounting, procurement services and other work, and formulate corresponding improvement measures.

5) The service quality management meeting will be hosted by the human resources manager every Thursday of each month (the specific time is to be determined), with heads of departments, branch managers (level B and above/level A and above), and The department's service quality supervisor participated to summarize and analyze the hotel's service quality management work for the current month, and discuss and clarify the specific work for the next month.

6) The fire protection meeting will be hosted by the manager of the security department on the third Wednesday of each month (the specific time is to be determined). The fire protection managers of each department, the fire protection supervisor of the security department, and the relevant engineering and technical personnel of the engineering department will participate. The hotel's fire safety work in the past month was summarized and arranged for rectification and related work, as well as suggestions for improvements to better complete the fire safety work were put forward and implemented.

7) Participants in the meeting from each department should attend the meeting on time. If they are unable to attend for any reason, they must authorize or appoint the next-level supervisor to attend the meeting. All meetings should abide by the principles of seriousness and efficiency. Communication tools should be switched to ringing or no ringing. It is not advisable to answer the phone when the meeting is long. In special circumstances, you should lower your voice and go outside the venue to answer the call as soon as possible to avoid affecting the smoothness of the meeting. conduct.

8) Minutes of each special meeting must be prepared on the next day and copied to the general manager. If a resolution is reached at the meeting, the minutes shall be submitted to the general manager.

9) Financial (expense) analysis meetings, human resources meetings and credit meetings will be held regularly or irregularly at regular meetings after completing the statements or under special circumstances, according to the instructions of the general manager or the needs of the relevant departments. The above-mentioned special meeting will be held after the conclusion. Under special circumstances, the general manager or department will designate participants to attend the meeting.

10) The financial analysis meeting is mainly to analyze the hotel's operating indicators and the expenses and energy consumption of each department and propose financial management requirements. The human resources meeting mainly analyzes the human resources situation of the hotel and conducts special discussions on special human resource management work, such as recruitment, replacement, employee promotion, disciplinary violations, etc. The credit meeting mainly summarizes and analyzes the credit management work, analyzes the accounts receivable situation of business customers, and formulates collection policies and plans to reduce hotel accounts receivable.

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

4. Communication and reception system

1) Fill out the "Banquet Approval Form" when receiving customers for meals, housing and other projects due to business, and it will be approved by the department head and the general manager Afterwards, execute the approved items;

2) In principle, reception and banquet should be in the store. In special circumstances, if consumption outside the store must be approved by the general manager in advance;

3 ) The handler should briefly describe the banquet matters on the in-store bill or off-store invoice, and indicate the number of the "Banquet Approval Form";

4) The applying department should submit the approved "Banquet Approval Form" to For reference by the Finance Department;

5) The Finance Department will review the department’s banquet activities based on the approved “Approval Form”.

5. Inspection system

1) If each department goes out for inspection due to business and management needs, it must submit a written application report to the general manager. The report must detail the time, location, theme, purpose, projects, participants, expenses, transportation, etc. of the planned inspection.

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

3) The inspection department organizes personnel to go to the inspection location to visit, inspect and study according to the inspection plan. And conduct careful and detailed study discussions and take relevant notes.

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

5) The inspection report compiled by the department must have a clear theme and clear ideas, and cannot be generalized. The learning must be targeted and include improvement measures and work plans for the next step.

6) The ultimate goal of inspection work is self-improvement and mutual improvement. Self-improvement means achieving results, while simultaneous improvement requires inspection reports for other departments to refer to, participate in, and share experiences and results.

7) After a targeted individual inspection, if the work still fails to achieve results and does not implement what is required in the inspection report, the inspection organizer will be held accountable until financial penalties, such as compensation for inspection expenses, etc. .

8) During the outing inspection, strict discipline must be observed, and the words and deeds must reflect the spirit of the hot spring people. The image and reputation of the hotel are the most important. If any illegal incidents occur, the organizer shall bear the responsibility leadership responsibility, the hotel will also severely punish the organizers and parties involved.

9) The above regulations also apply to domestic or international business trips, exhibitions, recruitment, training, and all expatriate tasks funded by hotels.

6. Procedure for accepting complaints

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

The "Complaint Hotline" should be prominently located in the "Service Guide", "Guest Comments", etc., as well as in a location convenient for guests. At the same time, set up the honorifics "Welcome" and "Thank you for your guidance" next to the complaint phone number.

2) The person who answers the customer's complaint call must ensure that at any time and under any circumstances, he or she must be patient, sincere, and have a good attitude of standing on the customer's side, and avoid refuting, doubting, or being impatient. The person receiving the complaint is responsible for notifying the responsible department concerned as soon as possible according to the content of the complaint and the validity period, and recording it in a special book. Tongjin is responsible for tracking the complaint.

3) When the responsible department receives the content of the complaint transferred from the complaint phone, it should attach great importance to it and must insist on handling it as soon as possible. The department head, or at least the manager in charge of the main department, is responsible for handling the complaints, and a "complaint responsibility system" is implemented.

4) The responsible department must verify the complaint within 1 hour, or no more than 2 hours in special circumstances.

5) Based on the priority of the complaint content, the person receiving the complaint call and the responsible department will decide whether to report it directly to the general manager. The general manager will then direct the relevant departments to follow up according to the development of the situation. At the same time, Decide whether to report to the board of directors.

6) When accepting complaints from hotel guests, the responsible department should promptly follow the regulations and attach an apology fruit basket or snack basket or flowers with an apology card or an apology letter from the general manager. Or the branch manager will deliver it to the guest room in person. Among them, the apology card or the general manager's apology letter must be selected according to the circumstances and the seriousness of the situation. If the complaining guest has left the hotel or is a non-resident guest, the responsible department should prepare a letter of apology as soon as possible after learning about the complaining guest. The general manager will review it and mail it to the letter. Generally, it should be completed within two days; if there is no exact address, We should actively try to use other channels to find complainants, such as phone calls, emails, etc., to ensure that there is a reply to each complainant. If it is really impossible to find the complainant, this complaint should be safely handled as a "preparatory reply" and a remedial reply will be given as soon as the complainant is found in the future or when he comes to the hotel for consumption next time.

7) The central requirement for handling complaints is to solve the problem quickly, resolve the complaint satisfactorily within the first time, and regain customer satisfaction.

8) The responsible department will archive the guest’s reply together with the complaint information, and also require the original file to be sent to the Human Resources Department for archiving. This department only keeps copies.

9) The comprehensive quality analysis meeting of the hotel must summarize and analyze the complaints this month, find the root cause of the complaint, and formulate corrective measures in a timely manner to address the root cause. The measures should be solid and contentful, and rectifications should be quick to ensure that no "secondary mistakes" are made. All departments of the hotel should strive to create a "zero complaint" campaign this month.

10) Penalties for complaints: Guests’ complaints will definitely cause losses or impacts to the hotel. Therefore, penalties will be imposed for each complaint. The general manager or responsible department will determine the penalty based on the nature and severity of the complaint. , impose corresponding administrative and economic penalties. The results of the punishment will be included in the file and archived by the Human Resources Department.

11) Special note: The above 4 complaint telephone numbers only clarify the centralized complaint points of customers. All telephone calls and answerers in the store will follow the above procedures and requirements as soon as they receive complaints from customers.

7. VIP guest reception procedures

(1) Preparations before arriving at the store

1. Understand the nationality, name, and title of the VIP guests arriving at the store in advance , habits and time to arrive at the store, as well as the schedule of activities during the stay;

2. Before the VIP arrives, check the preparation work of the relevant departments, the expected health status of the room and the operation of the facilities;

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3. One hour before the VIP arrives, check the delivery status of flowers and fruits, and urge the reception staff to arrive half an hour in advance to ensure that all reception work goes smoothly.

(2) Reception when arriving at the store

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

2 , Introduce guest rooms and hotel facilities and equipment to VIP guests;

3. When leading VIP guests into the reserved room, accurately register the guest’s valid ID, ensure that the content of the check-in sheet is correct, and politely ask Guest signature;

4. Solicit VIP guests’ opinions and provide thoughtful service at any time.

(3) Work after arriving at the store

1. Submit the registration form to the front desk in a timely manner and accurately enter it into the computer to create a VIP file;

2. Necessary Report the arrival and reception of VIP guests to the general manager.

(4) VIP’s work when leaving the store

1. Determine the departure time, make accounting preparations 10 minutes in advance, and notify relevant departments;

2. Inform the relevant personnel to see you off at the lobby gate 10 minutes in advance. If a hotel car is arranged to drop off guests, urge the driver to wait for guests at the gate 5 minutes in advance.

3. Send the guests to the gate and express thanks again.

(5) Write a reception report

The reception report should include the following:

①VVIP: heads of state and other important officials; (very important guests)

②VIP: Government officials, celebrities; (important guests)

③IP: Important guests (close to the group or above the company’s mid-level)

④SP: Special guests (frequent Guests who have checked in or had complaints and need attention)

2. Finance Department

(1) Financial reimbursement management system:

1. Borrowing and reimbursement Approval authority:

1.1 When hotel employees borrow money or reimburse for business trips, they must be reviewed and signed by the managers of each department, and then reported to the hotel's financial department for review and approval by the general manager before they can borrow or reimburse.

1.2 Employees who are traveling on a business trip should fill in the business trip "application form" and submit it for approval according to the prescribed procedures, and then go to the financial department to advance the travel expenses.

1.3 After employees return from a business trip, they should fill in the "travel expense" reimbursement form and go to the financial department for reimbursement according to the specified time and approval procedures.

2. Employee travel expense reimbursement standards:

2.1 Employee business trips are divided into "long-distance" and "short-distance", that is, those who can go back and forth on the same day are "short-distance", and the business trip lasts for more than one day. is "long distance".

2.2 Reimbursement standards for business trip accommodation expenses: (yuan/person/day)

Position standards

80 for general staff

Department manager level 120

Deputy general manager level of the company 180

2.3 Business trip subsidy standards:

2.3.1 Employees’ short-distance business trips are regarded as attendance and will no longer receive business trip subsidies. If you miss a meal due to special reasons, you can enjoy a subsidy of up to RMB 8 per day with the approval of the general manager.

2.3.2 Long-distance business trip subsidy standard: (yuan/person/day)

Position standard

General staff 15

Department manager Level 25

Deputy General Manager Level 35

2.4 Transportation reimbursement standards for employee business trips:

2.4.1 Transportation: The general manager of the hotel can take it according to the appointment agreement Airplane, soft sleeper; department manager level and below: hard sleeper, express passenger train. External managers can take the transportation specified in the agreement when taking office.

2.4.2 For employees’ long-distance business trip transportation expenses, the land transportation expenses for employees above the manager level (including) can be reimbursed in real terms. In principle, employees below the manager level are not allowed to take taxis. If there are special circumstances, they need to take taxis. , can only be reimbursed after approval by the general manager.

2.4.3 Employees working within the city are not allowed to reimburse taxi tickets unless there are special circumstances.

3. Employee travel expense reimbursement regulations:

3.1 Accommodation and transportation expenses shall be carried out according to the prescribed standards. Any excess expenses shall be paid by yourself (if there are special circumstances, the general manager’s approval is required before reimbursement can be reimbursed), saving Go home.

3.2 Meal subsidy shall be received according to the prescribed standards, and related expenses shall not be reimbursed.

3.3 Communication expenses will be reimbursed with post office vouchers.

3.4 Social expenses shall be approved by the leader and the guest meal reimbursement form shall be filled in, and can only be reimbursed with the approval of the general manager.

3.5 Short-distance business trips do not receive accommodation subsidies.

3.6 When business travelers have no accommodation expenses, they can receive an accommodation subsidy based on 50% of the accommodation standard.

3.7 Employees must be reimbursed within 5 working days after returning from a business trip. If reimbursement is not made within the prescribed time, the financial department shall deduct the pre-borrowed travel expenses from the salary of the current month and pay them when they are reimbursed.

3.8 The financial department will not reimburse business trip documents that are more than one month old, fake bills or bills that do not comply with the rules.

3.9 The Finance Department has the right to directly inquire about untrue business trip expenses from the hotel where employees live on business trips. If there is any false behavior, the hotel will be punished according to the severity of the case.

4. Regulations on employees’ travel expenses to visit relatives:

Except as provided in the agreement, employees’ expenses to visit relatives will not be reimbursed.

5. This system is formulated and explained by the hotel’s finance department.

(2) Financial review procedures for expense reimbursement:

1. The financial department should strengthen the management and supervision of reserve funds and prepayments, and handle them according to the following procedures.

1.1 Hotel employees who want to borrow money for business must apply for a loan application. The accountant prepares accounting vouchers based on the completed loan application form, and the accountant, cashier, and payee must sign on the payment voucher.

1.2.1 For hotel prepayments, a payment application form must be processed in accordance with the contract or agreement, and the payment must be processed after financial review and submission to the general manager for approval; if the payment procedures are not complete, the accountant shall not prepare a payment voucher or issue a payment voucher. No payment is allowed.

1.2.2 Advance payments for contracts or agreements notified by the board of directors shall not be subject to the preceding paragraph.

1.3 The use of reserve funds and advance payments must be in accordance with the following regulations:

1.3.1 Have the specified purpose, period and limit;

1.3.2 Reimbursement must be made to the financial department within the specified period with the expense receipt or acceptance form; reimbursement within seven days for sporadic purchases made by cash or check; reimbursement within 20 days for advance payment through bank transfer.

1.3.3 For the above expenditures, in principle, if the first payment is unclear, the second payment will not be borrowed.

1.3.4 Finance will not reimburse expenditures that violate prescribed purposes and do not meet expenditure standards.

1.3.5 For the reserve fund that exceeds the prescribed period without justifiable reasons, fails to be reimbursed and is not returned, if the overdue period is within three months, two ten thousandths of the daily interest on the fund occupation fee will be charged; The daily interest on the capital occupation fee charged for more than three months and within one year is 0.3%. The principal and interest will be deducted from the next month's salary.

2. Review of original vouchers:

The original vouchers for various reimbursements, after being reviewed and signed by the managers of each department, are reported to the financial department for review of their legality and sent to the hotel general manager for approval. Anything exceeding the authority must be approved by the general manager of the company. Contents that the original voucher should contain:

2.1 Name of the voucher;

2.2 Date of filling in the voucher;

2.3 Name of the unit or person who filled in the voucher name;

2.4 The signature or stamp of the person in charge;

2.5 The name of the unit that accepts the voucher;

2.6 The content of the economic business;

2.7 Quantity, unit price and amount;

2.8 All invoices and receipts must comply with the "Invoice Management Measures of the People's Republic of China" and the implementation rules. Original vouchers obtained from external units must be stamped with the official seal of the filling unit; original vouchers obtained from individuals must be signed or stamped by the person who filled them in; original vouchers issued to external parties must be stamped with the official seal of the unit. The payment business must be stamped with the unit's special financial form.

3. Technical requirements for original vouchers:

3.1 For original vouchers filled with amounts in upper and lower case, the upper case and lower case must match.

3.2 The original voucher for the physical purchase must have a complete acceptance certificate. Materials that need to be put into the warehouse must be filled in and out of the warehouse acceptance form. After the physical goods custody personnel accept the goods according to the plan or contract, they will fill in the actual amount received and sign on the acceptance form. Materials that do not need to be stored in the warehouse must be handed over to the physical custodian or user for inspection and acceptance, and the voucher shall be signed and stamped by the person in charge.

3.3 The original voucher for payment must have the payment certificate and signature of the receiving unit or individual, the signature of the approver, and the basis for payment.

3.4 IOUs issued by employees for business trips must be attached to the accounting voucher. When recovering the money, a separate receipt must be issued, and the original loan IOU shall not be returned.

3.5 For prepaid remittances, the payment application form shall be filled in by the person in charge as the original voucher and shall not be replaced by a remittance receipt.

3.6 In principle, the original voucher for cash disbursement should be collected and signed by the person himself. If someone entrusts another person to collect the items on their behalf, the person collecting the items shall sign; if one person collects multiple items on behalf of multiple persons, they must sign and seal each one one by one, and the seal (word) must be signed in braces across the entire column.

3.7 Self-made original vouchers should be scientifically designed, standardized in format, and clearly calculated. For example, for depreciation and employee welfare funds, the name, accrual base, withdrawal rate, withdrawal amount, etc. must be listed. When allocating wages and expenses, the allocation standards, allocation rates, and allocation amounts should be listed.

3.8 Any voucher that is incomplete, illegible, or inconsistent with the content of the economic business itself should be returned or revised.

4. Contents and filling requirements of accounting vouchers:

4.1 Date of voucher: Generally, it should be filled in based on the date of actual acceptance of economic business.

4.2 Voucher number: The natural number sequence should be prepared on a monthly basis.

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

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

4.5 Voucher amount: must match the original voucher.

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

4.7 Signatures or seals of relevant personnel: Cashiers, accountants, and payers must sign or seal relevant accounting vouchers.

4.8 When accounting personnel fill out accounting vouchers, they must attach complete original vouchers.

5. Matters approved by the general manager as referred to in this system will be approved by the deputy general manager if the general manager is on a business trip.

6. This system is formulated and interpreted by the hotel’s finance department.