本文为酒店管理层早会制度和程序，主要用于酒店召开的每天的行政例会内容

POLICY政策和制度

the introduction of this system isin order to regulate and improve the meeting system as well as the quality and efficiency of the meeting

为规范、完善酒店的会议制度，提高会议质量和工作效率，特制订本制度。

To ensure the efficiency and regular meeting, theattended is required to comply with the following provisions:

为了保证会议的效率和正常进行，参加会议的所有人员需要遵守下列规定：

1． All department heads have to be on time and reachmeeting place three minutes ahead. Any absence orlate has to explain to the Executive Secretary or the organizers in advance ofthe meeting. Who is late without reason, should be entering the meeting placewith bowing loud apology to participant: I am sorry for late and wastingeveryone's time, so I sincerely apologize to you. Then get the seat with themeeting holder’s agreement.

所有部门负责人都必须准时参加会议，提前3分钟到达会议进行场所。任何迟到和缺席都必须在会议进行前提前向行政秘书或会议组织者进行说明。无故迟到者，应当在进入会议场所时鞠躬向每一位与会者大声道歉：对不起，很抱歉我迟到了，耽误了大家的时间，我真诚的向各位表示歉意。然后在经过会议主持者同意后方可就坐。

2．During the meeting, any electronic device must be closed orset to silent mode. If anyone indeed need answer the phone, gently out of theconference venue with the agreement of the organizer.

期间，任何电子设备都必须关闭或者设置成无声模式。如确实因为需要要接听电话，需经会议组者者同意后，轻轻走出会议场地外进行。

3. During themeeting prohibit privately whisper and arguing against each other as well asridicule others and smoking.

会议期间禁止私下交头接耳，禁止互相争吵，禁止指责挖苦他人，禁止吸烟。

4. Conference participants needrecord the meeting content; the organizers may check records of the meetingsfrom participants.

会议参加者需要对会议内容进行记录，会议组织者可能会抽查会议参与者的会议记录情况。

5. If department head is not, thedepartment need arrange for substitute personnel department or a designateddeputy to attend meetings, but in case the department without department heads and above attending the meeting when the department head is unable to be present ,sohead of the department has to shoulder the full responsibility.

部门负责人不在的，需要安排部门副手或指定代替人员参加会议，如到时哪个部门负责人在无法参加的情况下没有其他该部门的主管以上人员参加的话，该部门负责人要负全权责任。

6.ExecutiveSecretary has torecord all the information, including the names of absence and late, and so on.行政秘书要在会议记录上对所有的信息进行记录，包括迟到和缺席的人员的名字等信息。

Note: Participants:general manager, owner representatives, catering director, Project Director,Finance Director (Finance Manager may on behalf of), Human Resources Manager,Security Manager, Executive

Chef,cup vegetable chef, Western Chef, Chinese managers , Western manager, banquetmanager, steward manager, front office manager, rooms manager, Laundry Manager,Leisure Manager

注：参加人员：总经理、业主代表、餐饮总监、工程总监、财务总监（财务经理可代）、人力资源部经理、保安部经理、行政总厨、瓯菜厨师长、西餐厨师长、中餐经理、西餐经理、宴会经理、管事经理、前厅经理、客房经理、洗衣房经理、康乐经理

PROCEDURE 程序

To make meetings more effectiveand operation of the hotelpropitious, the conduct of the meeting isrequired to be in accordance with the procedure of the hotel.

为了使会议进行的更加高效，酒店的运转更加顺畅，对会议的进行要求按照酒店规定的程序来进行。

1. Orders of Seating and speakers

1． 座位次序和发言次序

FrontOffice (FO) → Sales and Marketing (S & M) → F & (F & B) → Kitchen(KIT) → Security Division (SEC) → Housekeeping (HSKP) → Laundry → LeisureManager → Engineering (ENG) → Human Resources (HR) → Finance Department (FIN) →owner representative (OR) → General Manager (GM)

前厅部（FO）→市场销售部（S&M）→餐饮部（F&B）→厨房（KIT）→保安部（SEC）→客房部（HSKP）→洗衣房→康乐经理→工程部（ENG）→人力资源部（HR）→财务部（FIN）→业主代表（OR）→总经理（GM）

Note: TheFood Department of the Office of Surface to speak first by sub-sector managers,the restaurant manager, Western manager, banquet manager, steward manager,cook, Western kitchen, Chef, catering director.

注：餐饮部厅面首先由分部门经理发言，中餐厅经理，西餐经理，宴会经理，管事经理，中厨，西厨，总厨，餐饮总监。

2． 各个部门汇报核心内容

（1） 前厅部（Front Office）

Rooms revenuelast day

昨日客房营收

Total HotelRevenue last day

昨日酒店总营收

OCC%, AverageRate, RevPar last night

昨日的出租率、平均房价、每间房收益值

Stay over lastnight

昨日过夜房间数

No show lastnight and reason

昨日预订未到房间数和原因

COMP, HSU Lastnight

昨日免费房、自用房数量

Arrivals, VIParrival and In house today,

今天预订数、贵宾将到的和在住的人数

Departures today

今日预计离店数

Guest Comments(Comments card and oral comments and Website)

宾客意见（意见卡、口头意见和网络留言意见-携程等）

Guest Complaints

宾客投诉

Public informationshare with all Dept or announce to all management

需要与其它部门共享的公共信息和需要向大家公布的信息

Something needsupport and cooperate from other dept or GM

需要其他部门支持和需要总经理帮助解决的事情

（2） 市场销售部 （Sales and Marketing）

Room Occupancy, ADR and Revpar forecast

客房出租率、平均房和每间房收入状况的预测

Event and Mice forecast

宴会和会议情况预测

Competitor information

竞争对手信息

Customer relationship information

客户关系情况

New contract information

新公司协议和合同签订情况信息

Public informationshare with all Dept or announce to all managemEnt

需要与其它部门共享的公共信息和需要向大家公布的信息

Guest commentsand complaints

宾客投诉和建议

Something needsupport and cooperate from other dept or GM

需要其他部门支持和需要总经理帮助解决的事情

（3） 餐饮部 (Food and Beverage Department)

F&B revenuereport last day

昨天的餐饮收入

Event and Micereport

宴会和会议信息

Cost report ifneed

成本信息

Promotions forfood and beverage

餐饮促销信息

Public informationshare with all Dept or announce to all management

需要与其它部门共享的公共信息和需要向大家公布的信息

Guest commentsand complaints

宾客投诉和建议

Something needsupport and cooperate from other dept or GM

需要其他部门支持和需要总经理帮助解决的事情

厨房 （Kitchen Dept）

Food cost controlinformation

食品成本和毛利率信息

New informationfor local market

本地市场食品信息

Public informationshare with all Dept or announce to all management

需要与其它部门共享的公共信息和需要向大家公布的信息

Something needsupport and cooperate from other dept or GM

需要其他部门支持和需要总经理帮助解决的事情

（4）保安部（SECURITY）

Parking areasituation

停车信息

Fire controlinformation

消防信息

Public securitylocal information

本地公共安全信

Hotel patrol abnormally information

酒店巡逻不正常现象汇报

Public informationshare with all Dept or announce to all management

需要与其它部门共享的公共信息和需要向大家公布的信息

Guest commentsand complaints

宾客投诉和建议

Something needsupport and cooperate from other dept or GM

需要其他部门支持和需要总经理帮助解决的事情

（5）客房部（Housekeeping）

Room statusreport (OOO and OOS)

房间状况信息

PA, Guest Roomand Uniform, linen operation situation report Key task process

公共区域、楼层、布草房制服房的运转情况报告

Public informationshare with all Dept or announce to all management

需要与其它部门共享的公共信息和需要向大家公布的信息

Guest commentsand complaints

宾客投诉和建议

Something needsupport and cooperate from other dept or GM

需要其他部门支持和需要总经理帮助解决的事情

洗衣房经理（Laundry manager）

All laundryequipment operation status and maintenance

所有的设备的运转情况以及布草的洗涤情况

Uniform deliveryoperation

制服发放情况

Something needto be paid attention

一些其他的关于部门的注意情况

Recreationmanager Departmentoperation status Health club,swimming pool etc ,operation status

健身俱乐部，游泳池等康乐项目的运营情况

注：在开业前需要汇报的就是筹备的进展情况。

（6）工程部（Engineering）

Energy controland cost report for all sections

能源控制与各个区域的成本情况

Repair andmaintain on process

维修进行情况

Answer and givethe instruction for out of order rooms and something problem with building andfacilities

对各个部门提出的各个区域的工程维修问题做出解答和回复

Machine andsystem situations

设备和系统信息

Public informationshare with all Dept or announce to all management

需要与其它部门共享的公共信息和需要向大家公布的信息

Something needsupport and cooperate from other dept or GM

需要其他部门支持和需要总经理帮助解决的事情

（7）人力资源部

Local labormarket situation

本地市场信息

Labor lawinformation share

劳动法规信息共享

Staff benefitinformation

员工福利信息

Employee turnover by month

员工离职率情况

Employeerecruitment information

员工招募情况

HR new rules andpolicy for all hotel announcements

酒店新的人事政策与规定

Traininginformation and plan

培训计划和培训信息

Public informationshare with all Dept or announce to all management

需要与其它部门共享的公共信息和需要向大家公布的信息

Guest commentsand complaints

宾客投诉和建议

Something needsupport and cooperate from other dept or GM

需要其他部门支持和需要总经理帮助解决的事情

（8） 财务部 （Finance and Accounting）

New financepolicy (already approval by GM) announcements

酒店新的财务政策和制度（已经总经理批准过的）

Budget and monthto month revenue and cost report

每月的预算和收入、成本状况报告

Purchasingprocessing report

采购进度报告

Cost controlinformation and rules

成本控制信息和相关举措

Inventoryinformatio

统计与盘点信息

Public informationshare with all Dept or announce to all management

需要与其它部门共享的公共信息和需要向大家公布的信息

Something needsupport and cooperate from other dept or GM

需要其他部门支持和需要总经理帮助解决的事情

（9） 业主代表（Owner representative）

Important guestneed focus information

需要关注的贵宾客人的情况

Abnormallythings attention

酒店的一些不正常情况的提出和意见

Jobs follow up information

工作完成情况的跟踪

Something needcarry out emergency

一些需要紧急完成的情况

Public informationshare with all Dept or announce to all management

需要与其它部门共享的公共信息和需要向大家公布的信息

Guest commentsand complaints

宾客投诉和建议

Something needsupport and cooperate from other dept or GM

需要其他部门支持和需要总经理帮助解决的事情

（10）总经理 （General Manager）

Hotel important informationshare with all department head

酒店的重要信息与管理人员共享

Market importantinformation announcements

重要的市场信息

Manage andoperation ways leading

管理和运营思路的引导

Answer andcoordinator questions and problem

回答和协调大家提出的需要协助解决的问题和意见

Give theinstructions for managers

给各个经理相关的指示和说明

Assist themanagers complete the work and serve the guest better

协助各个经理完成工作内容和服务客人

Assist themanagers communicate with owner

协助各个部门与业主沟通

Guest Focused

关注酒店的客户

（11）行政秘书 （Executive Secretary）

Record the meeting minutes

记录会议内容

关键点：(Keys)

1．Administration regular meetingworks as a tool to create a communication platform for all departments, ratherthan the only way to communicate. So each department is responsible for theneeds of other departments, try to communicate in privately, or EMAIL to therelevant departments. Without resolving or involves several departments can notbe simply determined, to be present in the morning meeting.

行政例会仅仅是做为一个沟通工具之一，创造一个各个部门沟通的平台，而不是沟通的唯一方式，因此各个部门负责人所提出的需要其他部门协助解决的事情，请尽量在私下来沟通协商解决，或者以EMAIL的形式书面发给相关部门。私下协商无法解决的或者是牵扯到众多部门无法简单解决的，再到早会来提出。

2．As for the guests’ complaints and comments from other departments aswell as engineering maintenance problems and so on, the related departmentsrespond to actively. But without getting the information, please expressconcern and record it to find out the reason.

Thenexplain the next morning. And the Executive Secretary need track the situationof solution.

关于其他部门提出的宾客的投诉和意见，以及工程维修问题等，如果涉及到相关部门的，请相关部门主动做出答复和回应，如果不知道该情况，请表示关注，并记录回去查找原因。

然后再第二天的早会中做出解释。行政秘书需要跟踪此事的解答情况。

3.Each department mustcomplete with speaking "complete" or otherstatements indicating the completion but the next head of the department mustimmediately connect to the above without reminding GM

每个部门讲述完毕，必须要讲“完毕”或者其他的表示完成的语句，下一个发言的部门负责人必须马上接上发言，不要GM来提醒。

4．During the procedure of the speech anyone can’t interrupt others’ speechin addition to general manager and Owners Representative in special circumstances

发言过程中，除总经理和业主代表在特殊情况外，其他人都不肯中途打断他人讲话。

5．Executive Secretary must make an accurate record ofthe meeting and task completion time as well as tracking completion.

行政秘书必须确切记录会议内容和工作任务完成时间，并及时跟踪完成情况。