《服务管理手册》三国英雄酒店企业管理文件(39页).rar 目　　　　　录 前　　　　言·····························································································2 第一章　服务部岗位职责·····································································3　　　　　　　　　第一节　　组织结构·········································································3 　　　第二节　　岗位责任制·····································································3 第二章　　工作程序············································································10 第一节　　清洗程序·······································································10 第二节　　店长每日工作流程························································13 第三节　　领班每日工作流程························································14 第三章　　工作标准············································································15 第一节　　大堂标准化管理····························································15 第二节　　礼貌用语······································································20 第三节　　菜单解说·······································································22 第四节　　安全管理······································································24 第五节　　服务巡查制度·······························································28 第六节　　员工宿舍管理制度························································28 第四章　　监督检查标准·····································································33 第一节　　日常工作检查细则························································33 　　　第二节　　关于服务部员工评分考绩的执行方案··························34 　　　第三节　　仪容仪表检查细则　·······················································36