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首页 > 大庆曼哈维大酒店夏威夷温泉SPA会所洗浴部《洗浴管理及培训资料》

大庆曼哈维大酒店夏威夷温泉SPA会所洗浴部《洗浴管理及培训资料》

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大庆曼哈维大酒店夏威夷温泉SPA会所洗浴部《洗浴管理及培训资料》大庆曼哈维大酒店夏威夷温泉SPA会所洗浴部《洗浴管理及培训资料》 目 录 第一章 总经理办公室管理规范 一、各岗位职责规范 总经理岗职责规范 副总经理职责规范 总经理助理职责规范 值班经理职责规范 二、总经理办公室管理制度与规定 总值班制度与规定 收发文管理规定 印章管理规定 第二章 公关策划部管理规范 一、公关策划部各岗位人员职责规范 公关策划部经理职责规范 美工设计师职责规范 第三章 质量管理部管理规范 一、质量管理部各岗位人员职责规范 质检部经理职责规范 第四章 事务部管理规范 一、 事务部各...
大庆曼哈维大酒店夏威夷温泉SPA会所洗浴部《洗浴管理及培训资料》
大庆曼哈维大酒店夏威夷温泉SPA会所洗浴部《洗浴管理及培训资料》 目 录 第一章 总经理办公室管理规范 一、各岗位职责规范 总经理岗职责规范 副总经理职责规范 总经理助理职责规范 值班经理职责规范 二、总经理办公室与规定 总值班制度与规定 收发文管理规定 印章管理规定 第二章 公关策划部管理规范 一、公关策划部各岗位人员职责规范 公关策划部经理职责规范 美工设计师职责规范 第三章 质量管理部管理规范 一、质量管理部各岗位人员职责规范 质检部经理职责规范 第四章 事务部管理规范 一、 事务部各岗位人员职责规范 事务部经理职责规范 员工餐厅主管职责规范 后勤主管职责规范 二、事务部管理制度与规定 员工餐厅就餐规定 员工宿舍管理制度规定 员工洗澡淋浴管理规定 第五章 洗涤部管理规范 一、洗涤部各岗位人员职责规范 洗涤部经理职责规范 洗涤部库管员职责规范 二、洗涤部管理制度与规定 客衣管理制度 洗涤质量 第六章 餐饮部管理规范 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 一、餐饮部各岗位人职责规范 餐饮部经理职责规范 餐饮服务操作规范 卫生清扫程序 酒吧服务程序 特殊情况处理质量标准 第七章 工程部管理规范 一、工程部各岗位人员职责规范 工程部主管职责规范 维修电工职责规范 水暖工职责规范 锅炉工职责规范 二、日常报修程序 二、 设备维修程序规定 第八章 保安部管理规范 一、保安部各岗位人员职责规范 保安部主管职责规范 保安人员职责规范 第九章 人力资源部管理规范 一、人力资源部各岗位人员职责规范 人力资源部经理职责规范 人事主管职责规范 培训主管职责规范 二、人力资源部管理制度与规定 劳动合同管理制度 员工手册 员工招聘规范 员工培训管理规范 第十章 财务部管理规范 财务部各岗位人员职责规范 财务部经理职责规范 现金出纳员职责规范 电脑操作员职责规范 采购员职责规范 库管员职责规范 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 第十一章 前厅部管管理规范 一、前厅部各岗位人员职责规范 前厅经理职责规范 门童职责规范 收银员职责规范 鞋吧员职责规范 二、前厅服务管理规范 第十二章 洗浴部管理规范 一、洗浴部各岗位人员职责规范 浴区主管职责规范 更衣室服务员职责规范 水区服务员职责规范 搓背技师职责规范 二、洗浴部卫生管理规范 三、洗浴部管理制度与规定 三、 洗浴部投诉处理规范 第十三章 休闲部管理规范 一、休闲部各岗位人员职责规范 休闲部主管职责规范 吧台员职责规范 休闲厅服务员职责规范 休闲厅服务员职责规范 足疗技师职责规范 第十四章 按摩部管理规范 一、按摩部各岗位人员职责规范 按摩技师主管职责规范 按摩技师职责规范 按摩区服务员职责规范 第十五章 桑拿洗浴的服务规程 一、 门前礼宾服务 门前礼宾员的服务规程 门前礼宾员的岗位职责 门前礼宾员的服务用语 门前礼宾员的注意事项 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 3 页 共 145 页 二、 前厅接待服务 前厅接待员的服务规程 前厅接待员的服务用语 前厅接待员的岗位职责 前厅接待员的注意事项 三、 前厅鞋吧服务 前厅鞋吧员的服务规程 前厅鞋吧员的岗位职责 前厅鞋吧员的礼貌用语 前厅鞋吧员的注意事项 四、 总台收银服务 总台收银员的服务规程 总台收银员的岗位职责 总台收银员的礼貌用语 总台收银员的注意事项 五、 男浴更衣室服务 更衣室服务员的服务规程 更衣室服务员的礼貌用语 更衣室服务员的岗位职责 更衣室服务员的注意事项 六、 男浴水区服务 水区服务员的服务规程 水区服务员的岗位职责 水区服务员的礼貌用语 水区服务员的注意事项 七、 休闲厅服务 休息厅服务员的服务规程 休息厅服务员的岗位职责 休息厅服务员的礼貌用语 休息厅服务员的注意事项 附:酒吧间服务程序 游泳池工作程序 保龄球室工作程序 台球室工作程序 健身房工作程序 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 美容服务工作程序 美发服务工作程序 棋牌室服务工作程序 娱乐中心服务程序 娱乐中心音控室工作程序 企业文化阐释 企业文化阐释 文化概述 文化生成 企业文化生成的基础 企业文化生成的原则 文化信念 文化精要阐释:先做人,后做事,做好人,做好事。 服务精神:以情服务,用心做事 感情价值:公司把感情给了员工,所以员工对公司忠诚,同时员工把感情传递给了顾客,顾 客又对公司产生了忠诚。 洗浴作风:反应快,行动快 质量观念:注重细节,追求完美 道德准则:顾客利益永远高于集体利益,如果把客人满意和集体利益让我们做一选择的话, 我们永远选择顾客满意。 生存观念:居安思危,猛进如潮。 发展信念:我们宁愿努力了不成功,也要为了成功去努力。只要努力了,我们也没有道理不 成功。 忧患意识:一个无法达到顾客期望和满足顾客需求的企业,就等于宣判于死亡的企业 管理定位:管理零缺陷,服务零距离 管理方针:高、严、细、实 管理程式:表格量化走动式管理 管理风格:严有中情,严情结合 企业成功要诀:追寻顾客需求,追求顾客赞誉 服务管理成功要诀: 优质服务成功要诀: 做事成功要诀 服务差异观: 顾客认识观: n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 5 页 共 145 页 制胜法宝: 四个‚服务? 五个‚相互? 六项准则 七项行为标准 形象模式 经营管理篇 第一章 态 度 篇 第一节 不热情的态度 第二节 不耐烦的态度 第三节 不主动的态度 第四节 不负责的态度 第五节 不尊重的态度 第六节 不友善的态度 第七节 不公平的态度 第二章 管 理 篇 第一节 粗疏的管理 第二节 脱节的管理 第三节 无序的管理 第四节 残缺的管理 第五节 失效的管理 第三章 制 度 篇 第一节 无章可循 第二节 有章不循 第三节 有章难循 第四章 道 德 篇 第一节 公共道德 第二节 职业道德 第五章 语 言 篇 服务语言表达技巧 第六章 洗浴员工奖罚条例 第一节 总 则 第二节 员工的奖励 第三节 员工的处罚 第四节 员工的功过抵销规定 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 第五节 附 则 第七章 搓背技师规章制度 第八章 按摩技师规章制度 第九章 员工培训资料 第一章 总经理办公室管理规范 一、各岗位人员职责规范 ,一, 总经理职责规范: , 认真执行党和国家及董事会的各项方针政策、法律法规和公司的有关 指示,全面负责洗浴经营管理工作,定期向上级汇报工作情况。保证 洗浴各项经营活动的顺利开展和洗浴法人财产的保值和增值。 , 贯彻总经理负责制。研究制定洗浴机构设臵、提出中层以上管理人员 的任免名单、规定各级管理人员的职权范围,将垂直领导、层层负责 的领导制度在洗浴经营管理中具体落实,完善运行机制,调动各级管 理人员的工作积极性。 , 根据市场动向和发展趋势,结合洗浴实际,研究制定洗浴发展规划、 经营战略、经营方针、企业改造、设备投资、新增服务项目等决策立 案,报董事会审批决定后,组织贯彻实施。 , 主持研究、审批和签发洗浴人事管理、劳动管理、经济管理、财务管 理、安全生产、劳动报酬分配和各部门业务管理等各项规章制度、管 理,建立健全洗浴运行机制,保证洗浴各项管理工作的协调发展。 , 研究制定和审批洗浴各部门年度预算,报董事会审批后,下达各部门 经济管理任务和指标,确定销售,组织各部门贯彻实施。 , 主持召开洗浴办公例会,听取各部门汇报,掌握控制洗浴经营全局、 监督检查各部门计划完成结果,控制计划进度,分析存在问题,及时 提出改进措施,保证洗浴和各部门计划指标的顺利完成。 , 研究、审批和签发洗浴财务管理制度和方案,审阅财务报表、审批费 用开支和重要经济合同,主持召开经济活动分析例会和销售分析会, 检查各部门目标管理等制度落实情况和完成结果。并督导财务产每月 完成决算报表、财务收支表、资金平衡表等各项财务报表。 , 贯彻宾客至上,优质服务的经营宗旨,研究、审批和签发洗浴及各部 门质量标准、服务程序、操作规程,督导各部门贯彻实施。接待重要 客人,处理重要投诉和重大突发事故,掌握洗浴服务质量等管理动态, 保证洗浴标准化、程序化、制度化管理的贯彻实施,确保提供优质服 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 7 页 共 145 页 务。 , 随时掌握市场特点、动向和发展趋势,研究、审批市场开发方针、开 发方案和重大活动指标方案,审批市场定位和市场结构,督导销售部 和各部门切实抓好市场开发和客源组织,切实提高设施利用率。 , 协调洗浴同社会各界的关系和洗浴内部前后台各部门的关系,抓好企 业文化和精神文明建设,督导各部门开展丰富多彩的思想政治工作和 业务文化活动,创造优良经营环境,提高员工思想觉悟和职业道德水 平,培养主人翁责任感,增强企业凝聚力,保持洗浴生机与活力。 ,二, 副总经理职责规范: , 协助总经理执行公司的有关决议和指示,完成总经理分配的各项具体 工作。 , 参加洗浴重要决策、各项管理制度、管理方案、机构设臵、中层以上 管理人员的任免等的研究制定,提出各项建议和意见,并协助总经理 贯彻实施。 , 协助总经理检查洗浴各项管理制度、职责规范、工作程序、质量标准 的贯彻落实情况,发现问题及时提出改进意见,重要问题向总经理汇 报,共同研究解决办法,保证洗浴各项工作的协调发展。 , 负责洗浴思想政治工作。研究制定洗浴思想政治工作和精神文明建设 的工作方针、管理制度。拟定和审批洗浴及各各部门思想政治工作和 精神文明建设的活动方案,并组织贯彻实施。 , 审阅洗浴及各部门经营报表,分析经营状况、存在问题,及时提出改 进意见,涉及影响计划完成和经营全局的重要问题及时报告总经理研 究解决,并完成总经理交办的其它工作。 ,三, 总经理助理职责规范: , 贯彻执行总经理、副总经理和店务会议、办公例会等所伏出的决议, 督导各部门贯彻落实,检查执行情况。直接向总经理、副总经理负责。 , 负责洗浴财务工作。会同财务部研究、制定洗浴财务管理机构、管理 制度、重要财务收支管理方案,审定财务报表,直接报告总经理后组 织贯彻实施。 , 做好调查研究、掌握各部门经营状况,分析、提供市场结构、收支结 构、成本费用等结构主其增减变动情况,为总经理、副总经理做出经 营决策、投资决策、重要开支决策提供真实可靠的信息,当好助手。 , 根据总经理、副总经理的要求,准备重要活动文稿、方案,落实专项 工作具体事宜,督导检查贯彻实施效果,及时向上级汇报。 , 代表总经理、副总经理检查各部门的工作。接待重要客人。分析研究 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 各部门存在的问题。重要问题直接报告总经理、副总经理。完成总经 理、副总经理交办的其它工作。 ,四, 值班经理职责规范: , 代表总经理负责夜班、节假日洗浴安全工作处理值班期间的火灾、食 物中毒、盗窃、紧急事故等问题。做好预防工作,保证洗浴及客人的 人身与财产安全。 , 做好夜间和节假日的巡视、检查工作,处理可能发生的突发事件,处 理员工与客人突然发病等工作。 , 值班期间负责接待上级主管部门、外单位人员的来函、来电和接待安 排。重要接待文件及时报告总经理。 , 巡查洗浴要害部门夜间值班工作情况,检查重要设备、要害部门安全, 指挥保安人员处理不法人员在洗浴肇事和其它不法活动。 , 审定核准业务部门在岗最高人员权限以外的优惠、免费、减免事宜和 紧急情况的减免优惠,做好记录,报告总经理。 , 督导夜班各部门的接待服务工作,巡查中发现问题及时处理并报告部 门经理。当班期间有权填写过失提醒单或过失单。 , 督导各部门夜间值班和在岗人员工作,接受并落实上级单位布臵的紧 急事项。 , 每班认真做好值班记录和交接班,每班遇到较大问题须写出值班报 告,报总经理。同时完成领导布臵的临时任务。 二、总经理办公室管理制度与规定 ,一,总值班制度与规定 总值班制度由各部门经理轮流担任总值班经理。特制定如下管理制度与规定: , 值班人员。由总经理办公室和各部门经理轮流担任总值班经理。具体 值班人员和当值时间由总经理办公室制定排班表,提前下发到各部门 经理,该当值人员须准时值班。 , 值班时间。每天00:00-12:00。 , 工作职责与管理规定。 值班期间总值班经理代表总经理履行管理职权,对洗浴各项工作负责。 巡视检查各部门店容店规、工作纪律、岗位责任制和安全、卫生、消防等的执行情况,发现问题及时采取措施。重大问题报告总经理或副总 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 9 页 共 145 页 经理。紧急问题来不及请示时,当即处理,事后报告。 接待上级机关来访人员,处理上级临时交办的工作,记录上级机关的有关指示。 接受和处理客人的投诉或建议。 监督在岗员工的劳动纪律,发现严重问题,有权填写员工过失提醒单或员工过失单。 审查核批业务部门在岗最高人员权限以外的优惠减免事宜。因紧急情况需减免或优惠的,应做好详细记录,事后汇报。 , 值班纪律。 总值班人员必须按时到岗,做好交接班。 值班期间到各部门巡视检查,必须将去向通知总台,以便有特殊情况 及时联系。 按要求认真做好值班记录,重要问题或紧急事故记录要详细、清楚、 准确,值班记录于11:00交总经理办公室主管人员,并作汇报。 值班期间不得将无关人员带入浴区、按摩区等重点部位,更不得擅自 招待亲戚朋友。 , 值班检查。值班经理必须接受总经理、副总经理的检查,如实汇报值 班情况。检查结果作为部门经理月度工作考核和奖金评定参考内容。 ,二,收发文管理规定 , 所有外来公文,由文秘负责签收、登记、呈批、分发和催办。凡参加 会议带回的文件,必须交文秘登记,妥善保管。 , 凡需办理的公文,由文秘交总经理审阅,批转受文部门或有关人员办 理,急件急办。 ,三,印章管理规定 , 总经理办公室专人负责单位公章和领导个人印章的保管和监督使用。 , 凡以洗浴名义签发的公文,须持有经领导同意签发的发文稿纸,并将 有关栏目填写清楚、完整后,印章管理人员方可用印,正式发文。 , 非正式公文用印,须经部门经理同意,副总经理以上领导批准,并在 用印单上签字,方可用印。 , 未经领导签发的公文、信件、报表等不得用印。严禁在空白信纸上用 印。 第二章 公关策划部管理规范 一、公关策划部各岗位人员职责规范 ,一,公关策划部经理职责规范: , 在总经理领导下,负责洗浴市场开发、客源组织、公关关系的组织工 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 作。安排部门工作内容,分派工作任务,并督导各岗员工认真完成。 , 在市场调查的基础上,拟定市场开发方针、市场销售目标、市场营销 策略、各类客源的市场报价方案,报总经理审批后组织贯彻实施。 , 根据市场动向、特点、客源构成,研究制定销售预算,确定不同季节 的散客、公司、会议、团队客源比例及其相应的价格方案,报财务部 和总经理审批后,纳入洗浴整体预算,形成目标管理责任指标,并组 织贯彻实施。 , 拟定市场销售行动计划,具体确定淡、旺季不同月度的各类客源接待 量、销售收入,并提出完成这些计划指标的行动方案,督导销售代表 深入市场,组织客源,保证月、季销售任务的顺利完成。 , 定期召开销售例会,分析市场动向、特点、周围洗浴的销售状况、竞 争趋势。掌握洗浴客源销售指标的完成结果,分析客源构成,针对销 售工作中存在的问题,及时提出改进措施。 , 协调公关策划部和前厅、浴区、休闲厅、按摩区、客房等部门的关系, 及时同有关部门协商,解决存在问题。 , 与公关策划部其它同事研究制定公关活动计划,督导公关人员广泛开 展公关活动,做好广告、宣传,树立洗浴形象,为市场销售提供优良 环境。 , 研究制定部门管理制度、工作程序,培训销售人员,控制部门费用开 支。 ,二,美工设计师职责规范: , 设计与制作各部门告示牌、广告牌、横幅、会标、报刊广告等各种宣 传品,保证质量,维护公司格调与整体形象。 , 制定各部门宣传品与美术布臵承接手续、工作流程。节省使用各种美 工材料、工具、颜料,保持场地整洁。 , 收集、整理美工资料,做好分类归档工作。 第三章 质量管理部管理规范 一、质量管理部各岗位人员职责规范 质检部经理职责规范: , 在总经理领导下,研究制定洗浴服务质量管理方针、政策、管理体制、 实施办法。报总经理审批后,组织贯彻实施。 , 研究制定洗浴及各部门服务质量管理标准、检查项目,设计洗浴检查 各部门服务质量所需的表格,经与部门协商,报总经理审批后使用。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 11 页 共 145 页 , 在各部门组建、培养服务质量检查员,开展检查培训,帮助各部门检 查员设计服务质量检查表,开展服务质量检查工作。 , 组织带领洗浴服务质量检查员和各部门服务质量检查员开展日常、每 周、每月服务质量检查工作,评价各部门质量管理效果分析存在问题, 提出改进措施。 , 收集整理各部门宾客意见表、投诉处理记录、质量检查记录,掌握服 务质量管理动态,计算各种比例,每周写出服务质量检查与动态报告, 直接报总经理。研究存在的倾向性问题,提出改进建议。 , 每半年组织一次宾客满意程度调查。事先设计调查方案、调查内容和 调查表格,报总经理审批后,抽调部门质检员共同做好调查,统计调 查结果,分析存在问题。并写出专题报告总经理审阅,提出改进质量 管理工作。 , 将洗浴服务质量管理和各部门目标管理各项经济指标、工作量化指标 结合起来,参加洗浴月度责任目标和优质服务率指标考评,提供部门 质量检查评估数据,供领导决策参考,以落实目标责任制考核管理办 法。 , 完成上级交办的其它工作。 第四章 事务部管理规范 一、事务部各岗位人员职责规范 ,一,事务部经理职责规范: , 主持事务部日常工作,制定部门管理规章制度、工作标准及程序,报 总经理审批后贯彻实施,保证部门工作的顺利开展。 , 编制部门年度预算和月度费用预算,拨定,明确部门内部各 单位工作任务,相应关系,并督导贯彻落实。 , 每周召开例会,传达上级指示,总结与布臵部门内部各单位的工作, 分析存在问题,及时提出改进措施。 , 定期和不定期加强巡视检查,掌握各单位各级主管的工作情况,工作 进度,及时沟通信息,解决存在问题。 , 严格财经制度和财经纪律,建立健全部门财务记帐、财务报表。严格 审批制度,督导职工食堂做好算帐、结帐、成本费用核算,减少损失 浪费。 , 拟定部门培训计划和培训方案,配合人事培训部搞好员工培训,不断 提高员工素质,牢固树立为前勤服务的思想,提高后勤管理水平。 , 做好员工工作评估,正确评价员工工作成绩,调动员工积极性。 , 随时征求一线各部门经理和员工的意见,定期汇总研究,分析存在问 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 题。不断改进工作,将关心员工生活、维护员工切身利益的工作宗旨 落实到实处。 ,二,员工餐厅主管职责规范: , 负责员工餐厅日常事务管理,编制员工餐厅食谱,组织厨师按食谱和 伙食标准生产,保证员工生活需要。 , 制定工作程序、管理规范。督导员工餐厅服务员贯彻实施。 , 督导采购员做好食品的原料采购,并做好来料验收。检查餐厅成本消 耗,每月向部门书面报告成本核算帐目,接受主管领导和部门的监督。 , 每天巡视检查厨房烹饪制作,搞好开餐服务。 , 每天巡视检查厨房、餐厅食品卫生、环境卫生,确保食品及员工餐厅 清洁卫生,预防食物中毒和疾病传染。 , 完成事务部经理交办的其它任务。 ,三,后勤主管职责规范: , 在事务部经理领导下,根据所管辖的范围,制定员工宿舍、更衣室、 淋浴室等有关部位的管理制度、工作程序、工作标准,报部门经理审 批后,组织贯彻实施。 , 提出员工后勤各单位的人员分工、劳动安排、劳动组织方案和建议, 报部门经理审批后具体落实。 , 每日巡视检查后勤的工作,督导各部门严格执行规章制度、工作程序、 工作标准,检查落实情况,发现问题,及时提出改进措施。 , 认真贯彻后勤为前勤服务的思想,督导各部门员工提高工作效率和服 务质量,减少前勤员工投诉。 , 树立安全意识,督导更衣室、淋浴室、员工宿舍切实加强安全管理, 检查安全措施,预防安全事故发生,保证员工财产和人身安全。 , 制定后勤的用品管理制度,签发用品领料单,控制物品消耗,降低费 用开支。 二、事务部管理制度与规定 ,一,员工餐厅就餐规定: , 员工就餐按部门规定的就餐时间,凭饭卡排队领取就餐盘。饭卡不得 提前或推后使用。 , 员工取餐自觉排队,取餐后迅速到餐桌就餐,不许左挑右拣,影响其 他员工。 , 就餐时不得大声喧哗、喊叫,就餐完毕迅速离开餐厅。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 13 页 共 145 页 , 就餐时注意节约,按饭量取主食,不得随意多盛或倒掉饭菜。不许将 餐厅食品带出餐厅。 , 就餐期间必须爱护公物,维护餐厅卫生。不许在餐厅桌面、墙面乱写 乱画,不得打坏餐具,自觉服从餐厅服务员管理。 ,二,员工宿舍管理制度 , 员工住宿舍,由部门经理申请办理住宿单,服务员凭员工住宿单安排 房间或床位,无证或手续不全者一律不许在员工宿舍留宿。 , 员工住宿必须爱护公共财物,不得在宿舍乱搭乱架临时设施与绳子, 更不许私自换房间和床位。 , 保持室内清洁、美观,不许乱扔废纸杂物,不许乱写乱画,不得在宿 舍或楼道大声喧哗、追逐打闹。更不准以任何借口争吵、打架。 , 未经管理人员允许,任何人不得带他人到员工宿舍留宿。 , 注意管好自己物品、钱财,防止盗窃事故发生。 ,三,员工洗澡淋浴管理规定 , 任何人未经允许不得带他人进入浴室。 , 淋浴时要锁好自己衣物,防止丢失和盗窃事入发生。 , 要爱护浴室设备,保持浴室清洁,任何人不得在浴室打闹、喧哗,更 不许损坏公物。 第五章 洗涤部管理规范 一、洗涤部各岗位人员职责规范 ,一,洗涤部经理职责规范: , 制定洗衣部客衣、棉织品收取、洗涤、质检、分发工作,培训收发员, 严格按程序操作。 , 建立洗浴棉织品周转库房工作,健全保管、洗涤、回收等操作规程与 管理制度。 , 督导收发员和水区服务员认真做好客衣收取、登记、打号、洗涤、和 分发服务,保证洗涤质量。 , 制定洗浴棉织品配备数量标准,报经理审批并督导库管员按工作程序 做好行类棉织品洗涤周转、库存管理工作。 , 定期参加棉织品库房、各部门棉织品盘点,掌握清点数量。每年拟定 补充更新计划,报部门经理审批后贯彻实施。 , 处理客衣洗涤投诉,做好记录,解决客人的实际问题。 ,二,洗涤部库管员职责规范: , 负责棉织品、客用物品的日常保管。各种物品应分类存放,登记造册, 掌管各类物品存放数量,保证周围需要。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 , 每天将洗涤干净的棉织品收库存放,码放整齐,清点数量,防止短缺。 , 定期盘点,并做好盘点记录交经理和财务人员。 , 每月做好物品消耗统计、消耗核算,填写核算报表,交给有关部门。 二、洗涤部管理制度与规定 客衣管理制度: , 客衣收取。收取客衣时,应检查衣物和洗衣单,确认无误后再签收。 , 重要客衣,VIP客衣或重要宾客客衣洗好后,由部门经理交给客人,以 示特别关照。 , 客衣洗涤赔偿制度。客衣洗坏、丢失、染色,客人要求赔偿时,由部 门经理处理,经检查属实,须向客人赔礼道歉,并根据客衣洗坏程度 赔偿,赔偿额最高不超洗衣费的10倍。 三、洗涤质量标准 洗涤过程中遵守操作程序、技术规程较好。加入各种洗涤剂、漂白剂和酸粉,准确掌握配量。三次投水冲洗的温度、气压、洗涤时间掌握比较合理。洗涤后的各类物品比较洁静、柔软、美观、蓬松。清点、打捆数量准确。 第六章 餐饮部管理规范 一、餐饮部各岗位人职责规范 ,一, 餐饮部经理职责规范: , 在总经理领导下,贯彻洗浴经营方针和各项规章制度,认真贯彻领导决策, 全面负责餐饮部各项经营管理工作。对洗浴下达的目标管理责任制度和经营 利润、营业收入、毛利率、费用率、部门优质服务率、设备完好率、安全无 事故率等指标承担领导责任。 , 掌握客人需求变化、客源状况及市场需求变化。 , 主持召开餐饮部业务工作会议,检查厨房、餐厅的工作,督导直接下级分析 存在问题,提出改进措施,不为提高经营水平、服务质量和经济效益。 , 核签、审批本部门使用的原材料和物料用品,控制部门成本费用开支。 , 协调餐饮部与前台、库房、财务等部门的关系,负责重要客人的接待工作。 , 定期召开部门例会,传达公司例会有关指示,总结上期工作,听取汇报,做 好内部协调,检查总结上次例会布臵的工作实施情况,布臵下期工作任务。 ,二, 餐厅主管职责规范: , 检查员工仪表仪容,凡达不到标准和规范要求的不能上岗。 , 对所负责的服务区域,保证工作效率,正确使用订单,满足客人特殊需 求,保证上菜与客人订单相符,保证客人按时按序得到每一道菜。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 15 页 共 145 页 , 观察服务员的具体操作,发现问题及时纠正,保证所有工作合乎标准和 要求。 , 带领服务员做好开餐前的各项准备工作,着重检查用品、物品是否齐备、 适当和清洁。 , 注意所负责的服务区域内所有服务工作是否落实,当服务员人手不够时, 自己要做具体服务工作,为员工做出表率。 , 培训员工掌握餐厅所经营的菜肴品种和饮料单上的全部内容、名称、价 格,督导服务员有针对性地推销食品饮料。 , 接到客人投诉,及时处理,处理不了,尽快报告上级,并好言安抚客人。 , 认真做好考勤、卫生、服务等各项日常工作。 , 餐后组织服务员及时清台,整理好餐厅桌椅,保持整洁、良好的环境。 , 负责召开每日班前班后会,发现问题及时解决,并引起员工注意。 , 每天坚持统计营业收入,注意比较,注意观察,提出良好建议,以便赢 得回头客。 ,三, 酒吧主管职责规范: , 协助经理开展工作,督导本部门服务员,保持良好工作态度,遵守服务 程序,达到质量标准,组织并带领服务人员完成预定的经营指标。 , 向服务员分配工作任务,并负责检查酒吧服务员着装和酒吧的清洁。 , 监督酒水质量,检查帐单号是否正确,发现问题及时报告。 , 为客人提供酒水饮料服务,确保客人满意,并完成上级特别指派的任务。 二、餐饮服务操作规范 , 餐厅员工每日提前20分钟上班,换好工作服,整理好着装仪表,戴好工 牌,女员工化淡妆。 , 参加班前会。每天开好班前例会,通报服务工作情况,检查员工着装仪 表、个人卫生,布臵当天工作任务和注意事项。 , 做好餐前准备。按餐厅经理要求和质量标准,整理餐桌、地面、墙面、 边角、柜台内外等各处卫生,准备好台布、口布、餐茶具等各种用品, 按餐厅接待性质、规格摆好台面,正确摆放餐具,摆台达到质量标准, 准备客人到来。 , 领位服务,始终保持良好的仪容仪表、美好的微笑,给客人留下深刻的 第一印象。 ——严格按服务程序迎接客人到来,做好问候客人、询问就餐人数、订座订位、安排桌号、拉椅让坐、递送菜单等各项服务。 ——记住常姓名,有礼貌地称呼他们,使客人在朋友面前觉得很有面子,愿意再次光顾。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 ——保持机敏,接到找客人、找员工的电话,处理餐厅满席、等候客人等都需要机敏和熟练运用工作技巧。 ——微笑送客,礼貌道谢。 , 餐桌服务。服务员完全掌握全部服务用语,熟练掌握服务技术。 ——熟悉菜单及简单的制作过程,了解所使用的餐具、用具的名称及性能。 ——掌握餐厅菜系特点,了解各民族饮食文化风俗习惯和忌讳。 ——准备好备用餐具、点菜单、毛巾等。 ——客人来到餐桌,主动问好,拉椅让坐。严格执行服务程序,替客人铺口巾、点酒水、点菜、上菜、换骨盘、斟酒等,做一个好的推销员。 ——记住常客饮食习惯,当好客人点菜的参谋。不一定让客人点最贵的菜,应因人而异,让客人觉得物有所值,他才会再来。 ——要始终殷勤、周到、快捷的服务,开动脑筋,提高工作效率,做到事半功倍,使餐厅服务程序更合理化。 ——处理小的投诉时不信口开河,处理不了的,及时报告上一级领导解决。 ——结束工作要力求善终,为下一次开餐做好准备。 ——交接班工作,要交代清楚,方可下岗。 , 传菜服务。传菜员要做一个好的食品检验员,热菜要热,冷菜要冷,把 好上菜第一道关口。 ——服务过程中心如明镜,对台号、菜名等了如指掌,不乱放夹子,以免发生差错。 ——迅速但不慌张,了解全局,调节上菜频率,防止有的桌子一盘菜没有,有的桌子冷热菜一齐上。 ——不忙时帮服务员撤换用脏的盘子,补充新的用具。 ——检查厨房地面,督促勤杂员清理,以免滑倒。 三、餐厅卫生清扫程序 , 地面卫生。每天清扫三遍。确保地毯清洁,整个地面无卫生死角。 , 墙面卫生。餐厅墙面,包括玻璃、门窗、过道、扶手每天清理、擦拭。 始终保持清洁。 , 工作台卫生。接待台、工作台内外及其地面、墙面、厨柜、吧台等处卫 生,每天随餐厅卫生一起清理、擦拭。保持清洁整齐、用品摆放规范。 , 桌椅卫生。餐厅桌椅每餐前擦拭整理一次。保证表面及脚、柱、扶手清 洁、光亮。 , 门前卫生。餐厅门口的地面、墙面、标牌等各处卫生每餐前清扫一次。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 17 页 共 145 页 , 计划卫生。餐厅高处墙面、天花板、灯具、墙面、窗户、玻璃,制定计 划卫生表,每周循环清理、擦拭一遍,做到无灰尘、无污迹、污点、脱 皮,保证美观舒适。 , 卫生检查。餐厅主管每天每餐前彻底检查一次,发现设备损坏、故障, 及时报修。发现卫生问题,当场督导重新整理。 四、酒吧服务程序 ,一,班前准备工作程序 , 整理酒吧卫生。每天正式营业前按卫生标准整理。按下列步骤操作: ——清理吧台内外杂物和废弃包装物,倒入垃圾箱。 ——用干湿布擦拭吧台、吧柜、酒水陈列架、酒吧间桌椅。按从上到下、从左到右、从里到外顺序擦拭。 ——整理吧柜、陈列架上的酒水,按规定位臵摆好,商标朝外,倒放、竖放的酒瓶要整齐。整理酒台上的酒具,擦拭干净。整理调酒用具,摆放整齐。 ——观察整理效果。确保卫生标准,不留卫生死角。 , 检查营业准备。主管查看酒水柜台的各种饮料、进口酒、国产酒是否齐 备,各种调酒器具准备情况、吧台布臵、环境卫生,酒吧设备是否达标 和齐全完好。并签单补充当日需要的酒水。 , 查看营业报表。主要是看前一天的营业报表,检查销售情况。 , 召开班前会。主管布臵当天工作,检查员工着装仪表、个人卫生,记录 员工出勤,提醒注意事项,准备迎接客人。 ,二,酒吧服务注意事项 , 积极推销,服务员要始终坚持微笑,要主动介绍酒水特点、口味,根据 客人爱好提出建议。 , 上酒水、饮料和小吃时一律使用托盘。不得直接用手拿取。 , 开瓶前要先切掉瓶顶金属薄片,用布巾按软口塞及瓶口。开红葡萄酒, 切忌用力晃动防止沉淀物上浮。开有气的酒水,必须轻拿轻放,切忌瓶 口对着客人。 , 为单人客人服务,可适当陪客人说几句话,使其开心。为成双成对的客 人服务,不要乱插话,也不要侧耳细听。 , 服务酒水时必须掌握好温度,需要加冰块的酒水,必须按定量加冰。客 人若要添加冰块,可随时添加。 , 酒吧客人消遣时间较长。客人饮酒消遣慢,不应有催促客人的举动。 , 若有客人醉酒,不能有轻慢态度,更不可取笑。醉酒客人暂离开,要保 留桌面食物原样。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 五、特殊情况处理质量标准 ,一,客人发生意外 , 立即报告上级,看是否需要请医生。如发现客人患有急病,须立即通知 前厅经理。 , 熟悉救护常识,不随意搬动客人,很好的维持秩序。协助有关人员迅速 把客人送往医院。 , 如属一般小事故,记下客人的住址。 , 对问题处理细致果断,并能立即通知主管。 ,二,客人对服务员不礼貌 , 不与客人争吵,及时报告主管。 , 主管询问情况,耐心听取客人意见。即使自己有理,也能做到把‚理? 让给客人,向客人表示道歉。 , 能做到有理、有利、有节。 ,三,服务员不小心将食品或酒水溅在客人的衣服上 , 真诚向客人道歉,马上用毛巾和热水将客人的衣物擦干净或马上和洗衣 房联系洗涤,在客人离开前退还给客人。 , 如来不及,请客人留下电话和住址,尽早送衣物上门。 ,四, 客人被食物噎住 , 发现客人脸色发青,用手抓咽喉时,应正确及时处理。 , 站在客人后面,双臂抱住腰部,用拳头拇指背靠在客人肚脐靠上一点的 部位,用另一只手握拳,迅速向上挤压震动客人的肚子,反复几次,排 除食物。 , 不取笑客人,应同情而友好的给予帮助。迹象较轻者,送茶水让其吞下。 ,五, 带小孩的客人 , 及时送上一把儿童椅子,安排在离过道较远一些的位臵上。 , 糖缸、盐瓶等易碎物品,要放在小孩够不着的地方。 , 如见小孩在餐厅跑动玩耍而打扰其它客人时,礼貌的建议其父母予以照 看。 ,六, 客人反映帐单不对 , 耐心和客人核对上菜品种、数量、大小盘是否和客人点菜单相符。 , 如属工作失误,要诚恳向客人道歉,如属客人计算失误,能巧妙的予以 掩饰,不使客人难堪。 ,七, 客人打坏餐具 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 19 页 共 145 页 , 礼貌和气地简单询问,按餐厅规定处理。 第七章 工程部管理规范 一、工程部各岗位人员职责规范 ,一,工程部主管职责规范: , 在总经理领导下,负责洗浴设施设备维修保养、设备更新,确保设备经 常处在优良技术状态,安全运行。 , 每天检查设备和工作现场,具体包括: ——检查设备运行技术状态,发现误差立即纠正,发现问题及时处理。 ——检查下属员工岗位纪律和工作态度,发现不良现象立即纠正。 ——审阅运行报表,掌握能耗情况,及时排除异常现象,做好节能工作。 , 制定并贯彻所辖设备运行方案和安全操作规程,监督和检查各班组合理 使用设备、定期维护设备的情况。 , 制定各类设备安装、检修的技术质量标准,并监督执行。 , 经常检查和监督所辖设备值班人员执行岗位责任制、遵守各项制度和规 定的情况,督促下属做好设备维修、故障处理、零部件更换记录,每月 整理归档。 ,二,维修电工职责规范: , 负责整个洗浴所有低压动力设备、照明设备的日常管理和维修工作。 , 完成大型接待和节日等所需电气设备的布臵、安装管制,事后按要求拆 收入库。 , 根据月、季、年度计划,定期检修线路及设备,每日巡视所辖灯具及设 备,在用设备完好率达到100%。 , 做好电气设备防火防触电工作,严格检查线路、设备负荷,发现异常状 态,必须及时查找出原因加以纠正。 , 做好节能工作,认真填写工作日报表。 ,三,水暖工职责规范: , 负责整个洗浴冷热水系统、排水系统的日常维修、保养工作。 , 负责卫生洁具、开水器、桑拿设备及各种泵类的维修、保养工作。 , 负责各种热交换设备开启、关闭和运行记录等日常管理。 , 根据计划做好所属设备、系统的月、季、年度检修工作。 , 做好日常巡视工作,消灭‚跑?、‚冒?、‚漏?现象,认真做好节能工作。 , 及时排除所属设备运行中发生的故障,并做好记录,上报主管人员。 ,四,锅炉工职责规范: , 负责锅炉运行操作日常管理和维修保养工作,严格按照操作规程办事, 按时按质按时完成锅炉工作任务,保证供应。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 , 认真填写值班记录和工作日报表,做好交接班工作。 , 定期检查锅炉设备,定期保养,及时采取排除故障,做好记录,并报告 主管人员。 , 坚守工作岗位,任何时候不得无人值班,注意防止锅炉缺水,杜绝超压 运行。 , 制定紧急停电安全措施,注意防火、防爆等事故。 , 做到勤检查、勤调节,保持燃烧工况稳定,消灭‚跑?、‚冒?、‚滴?、‚漏? 现象,认真做好节能工作。 二、工程部设备管理制度与规定 ,一,工程部日常管理制度 , 员工上下班,必须从员工通道进出。离开洗浴,服从保安人员验包检查。 员工因病因事等不能按时上班,要事先请假。 , 员工在岗工作期间必须按规定着装,并佩戴胸牌,注意礼节、礼貌、仪 容、仪表。 , 员工工作时,严禁携带烟和火进入工作区,更不准在工作区吸烟。 , 每项工程及平时维修保养均要按操作规程和工作程序进行,严禁违章作 业。 , 工程部员工均要服从紧急工程或紧急事故的临时调遣。 , 每天工作结束时,认真填写工作日报表,交给主管。 ,二,日常报修程序 , 各部门日常使用的设备发现损坏、故障,需要修理时,填写设备维修单, 经主管签字后报工程部值班室。由值班工程师派工修理。影响客人需要 的急修项目,电话通知工程部后,立即派工修理,事后补填维修单。 , 值班工程师收到维修单后,核对维修项目,填写维修日志,按专业分工 安排维修组,在派工板上公布。 , 班组每日按派工板公布的项目和次序时间要求,持维修单到请修地点维 修,急修项目10分钟到场,一般项目24小时内完成。经检查不能在24 小时完成的项目报工程部主管批准,签字备查。 , 各部门持单维修时,由部门服务员引导到场,维修完成后,双方检查、 验收签字。 , 每次维修后,维修单送工程部值班室登记。如需要换零配件,从为房领 取,库房缺货报工程部购买,值班工程师做专项登记。 ,三,设备维修程序规定 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 21 页 共 145 页 , 设备报修规定。设备报修采用报修单,它是工程部日常维修的重要依据。 , 设备报修单使用。报修单由使用部门填写,一式三联。第一联由报修部 门留存备查。工程部值班主管接到部门维修单后,将第二联留存备查。 第三联分配给专业检修工人。 , 维修材料管理。检修工人检修完工后,填写完成工作时间、维修人、维 修用料,并将领料单附后,由报修部门认真验收核实用料,签字认可。 班组在收到已完成的维修单后,核实用料和实用工时。 , 维修工作汇总统计。每日工作结束各班组将维修单与日报表汇总,报工 程部,工程部在接到各班班交回的第三联维修单后,应和第二联核销, 存入员工完工档案,在核销维修单时,如发现缺漏应追查原因。 , 特殊情况。由各种原因造成搁臵的维修,应通知使用部门预计完成时间, 情况复杂时,报请总经理协调解决。凡发生使用部门对工程部的投诉, 以维修单为依据。 第八章 保安部管理规范 一、保安部各岗位人员职责规范 ,一,保安部主管职责规范: , 负责警卫巡逻工作,组织布臵各班级人员做好日常警卫,负责洗浴要害 部位、重要部位和库房、厨房等区域的安全检查,掌握安全动态,发现 问题及时处理,并报告上级或有关部门,在内紧外松的原则下确保洗浴 和客人的人身与财产安全。 , 每日审阅值班记录,掌握出勤与工作情况,调查处理保安工作中发现和 发生的各种治安问题和有关报告、投诉。 , 在洗浴发生意外事故时,组织保安人员迅速处理。 , 做好培训工作,提高安全意识。查岗查哨,对违纪或不负责任的保安人 员进行批评教育,提出处理意见。 ,二,保安人员职责规范: , 按排钟表准时上岗,执勤时举止端庄,仪表整洁,精神饱满,坚守岗位。 , 在分管区域按要求认真查验进出洗浴人员的证件和所带物品,对可疑人 员进行盘查,必要时报告主管。 , 遇有重要首长或大型活动时,密切同有关人员配合,维修秩序,确保宾 客人身安全,并做好车辆疏导工作。 , 熟悉所管区域的岗位职责、地形地物和消防设施、进出通道,遇有火灾 或其它不安全事故,及时报告,疏导客人,并立即采取救护措施,妥善 处理。 , 发现客人之间发生矛盾、纠纷、争吵,及时劝阻,难以解决的问题立即 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 报告主管,妥善处理,不使事态扩大,不影响正常经营。 , 发现员工违纪,立即制止。情节严惩不听劝阻者,立即报告主管,并将 情况通报员工所在部门主管。 , 每日上班下班,做好交接班工作,写好当班日志。 第九章 人力资源部管理规范 一、人力资源部各岗位人员职责规范 ,一,人力资源部经理职责规范: , 在总经理领导下,全面负责人力资源部的工作,根据国家有关政策和洗 浴经营目标,搞好人力资源开发。合理安排本部门的日常工作,主持召 开部门工作会议,及时发现问题并研究解决。 , 熟悉本部门各项业务工作,经营指导组织本部门人员学习业务,不断提 高业务素质和工作能力,保证完成工作任务。 , 协助各级管理人员对员工进行有效管理,经常检查和调整人事政策和工 作程序,使之合理化。 , 注意员工培训工作,督导培训工作计划的制定和实施,不断提高各部门 员工的技术水平和服务质量。 , 负责人员编制、工资制定、工资调整、人员招聘,制定并完善员工奖惩 办法。 ,二,人事主管职责规范: , 掌握和的执行人事调配、员工录用等有关工作的政策规定,为公司招聘 合格员工,同时做好各部门员工的调整。 , 掌握劳动合同有关政策法规,负责全员劳动合同管理存档工作。 , 负责员工工作证、名牌、就餐卡、人员出入证制作与管理工作。 , 完成领导交办的人事培训其它方面的工作。 ,三,培训主管职责规范: , 在部门经理的直接领导下,贯彻、实施年度培训计划及有关培训管理规 定。 , 认真抓好员工岗前培训、岗位培训、下岗培训等日常培训工作。 , 根据员工流动情况,有计划地组织岗位培训教育及技术等级培训。 , 完成领导交办的人事培训有关事宜。 二、人力资源部管理制度与规定 ,一,劳动合同管理制度: , 根据国家人事劳动管理规定,公司对员工执行劳动合同管理制度,用合同规 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 23 页 共 145 页 范员工和公司的行为,维护合同双方正当权益。 , 员工进店和人力资源部签定劳动合同书,合同内容与格式如下: XXXX洗浴劳动合同书 甲方:XXXX洗浴 乙方: 根据《中华人民共和国劳动法》,甲乙双方经平等协商同意,自愿签订本合同,共同遵守本合同所列条款。 一、劳动合同期限 第一条 本合同期限为 年,有效期限自 年 月 日,至 年月 日,其中试用期 个月,试用期间甲乙双方均有权提出解除本 合同,但须提前七天通知对方。 二、工作内容 第二条 乙方同意根据甲方需要,担任 岗位工作,甲方有权根据工作需 要及乙方的能力、表现,安排和调整乙方的工作。 第三条 乙方应根据甲方的要求,按时完成规定的工作数量,达到规定的质量 标准。 三、劳动保护和劳动条件 第四条 甲方安排乙方每日工作时间,乙方必须按照部门安排的时间进行工 作。如需要加班,甲方应按劳动法的规定安排乙方同等的休息时间或支加 班工资。 第五条 甲方为乙方提供必要的劳动条件和劳动工具,并为乙方提供必要的劳 动保护用品,乙方必须严格遵守甲方的工作规范及操作规程。 第六条 甲方应按照国家和有关部门的规定,组织安排乙方进行健康检查。 四、劳动报酬 第七条 甲方每月以人民币形式支付乙方工资,试用期间发给试用期工资,甲 方发薪日为每个月的10日。 五、福利 第八条 乙方因工负伤可按国家规定享受医疗期,甲方按国家及甲方规定支付 乙方病假工资和医疗费。 第九条 乙方休病假必须持有县级以上医院的证明。 第十条 乙方出勤期间,可享受甲方提供的饭费补助。 六、劳动纪律 第十一条 乙方必须遵守国家的法律及甲方的各项规章制度,服从甲方的调动n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 安排。在履行本合同期间,乙方不得受聘于其他单位或个人。乙方如有违 犯或有违法及违纪行为,甲方有权根据规定给予相应处分直至解除劳动合 同。 第十二条 乙方工作优良,成绩显著,甲方按奖励制度给予奖励。 七、劳动合同的变更、解除、终止、续订 第十三条 订立本合同所依据的法律、法规、规章及客观情况发生重大变化, 本合同应变更相关的内容。 第十四条 经与乙方协商一致,甲方提出解除合同的,本合同可以解除。 第十五条 乙方有下列情形之一,甲方可以解除本合同: , 在试用期间,被证明不符合录用条件的, , 严重违反劳动纪律或甲方规章制度的, , 严重失职,营私舞弊,给甲方利益造成重大损害的, , 被依法追究刑事责任的, , 患病或右面因工负伤医疗期满不能从事原工作,也不能从事另行 安排工作的, , 双方不能依据本合同第十三条规定就变更合同达成协议的。 第十六条 甲方濒临破产进行法定整顿期间或经营发生困难时,经法定程序, 甲方可以解除本合同。 第十七条 乙方有下列情况之一,甲方不得解除、终止本合同: , 因公负伤,在规定的医疗期内的或丧失劳动能力的, , 女职工在孕期、产期、哺乳期内的。 第十八条 乙方解除本合同应当提前三十日以书面形式通知甲方。 第十九条 有下列情形之一,乙方可以通知甲方解除本合同: , 甲方以暴力、威胁、监禁或非法限制人身自由的手段强迫劳动的, , 甲方不能按照本合同规定支付劳动报酬或提供劳动条件的。 第二十条 本合同到期限自行终止。甲乙双方协商同意可续签合同,应及时办 理续签手续。 八、经济补偿与赔偿 第二十一条 甲方扣或无故拖欠乙方工资,甲方支付乙方的工资低于本地区规 定的最低标准,或甲方未依法支付经济补偿金的,应按国家规定予以赔偿。 第二十二条 乙方违反本合同的条款解除合同的,应向甲方交纳违约金。凡由 甲方出资培训的,应赔偿培训费用,由于乙方的责任给甲方造成经济损失 的应予以赔偿。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 25 页 共 145 页 九、劳动争议处理 第二十三条 因履行本合同发生的劳动争议,甲乙双方或一方均可以向劳动争 议仲裁委员会申请仲裁。 十、其它 第二十四条 本合同未说事宜,按国家规定执行。国家没有规定的,甲乙双方 协商解决。 第二十五条 本合同一式两份,甲、乙双方各执一份。 甲方,盖章,: 乙方,签字,: 签约日期: 签证机关: 签证员: 签证日期: ,二,员工手册 员工入店,经岗前培训,发给《员工手册》,员工必须遵守《员工手册》中 的各项制度和规定。《员工手册》内容如下: 第一章 前言 根据本店实际情况填写。 第二章 简介 根据本店实际情况填写。 第三章 劳动条例 一、员工原则 本店招聘员工的主要原则是:以对某一工作是否适合而定,并以该工作的业务知识为考核标准。 二、政审及体检 凡应招员工,须经业务考核,政历审查和体检。 二、试用期 员工须经过 个月的试用期,公司将根据员工在试用期内的表现,酌情处长或缩短试用期。 第四章 员工守则 一、总则 , 关心企业,热爱本职工作,讲究职业道德,做到文明服务,维护公司声 誉。 , 努力学习文化知识,提高业务技术水平,提高服务质量。 二、服从领导 各级员工应切实服从领导的工作安排和调动,按时完成任务,不得无故拖延、 拒绝或终止工作。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 三、严于职守 , 按时上下班,工作时间不得擅离职守或早退,下班后无公事不得在营业 范围内逗留。 , 上下班须走员工通道,不得搭乘电梯。 , 工作时间不准打私人电话,不准会客。 , 工作时间不得吃东西,不得翻阅报刊杂志,不得随意开放收录音机、电 视机。 , 所有员工不得使用客用设施。 , 不得粗言秽语,不得讥讽客人或对客人不理不睬,不得与宾客争辩或在 公共场合与同事争论。 , 在工作,服务,场所,要保持礼貌待客,站立服务,不得依偎墙壁或家 具,不可高声谈话或闲聊,避免当着客人整理头发,解决自己面孔。 , 各级管理人员不得利用职权给亲友以特殊优惠。 四、仪容仪表 , 员工必须经常保持服装整齐清洁,并按指定位臵佩戴工号牌,洗浴所发 的工作制服等物品要自觉爱护。 , 男员工头发以发脚不盖过耳部及后衣领为适度,不准留小胡子。 , 女员工不得披头散发,不得浓妆淡抹,并避免使用味浓的化妆用品。 , 员工不得梳怪异发型,应勤修剪头发、指甲,保持清洁。 五、工作态度 , 礼仪——是员工对宾客和同事的最基本态度,要面带笑容,要使用敬语, ‚请?字当头,‚谢?不离口,接电话要先说‚您好?,做到宾客至上, 热情有礼。 , 微笑——最适当的表达方法是面带微笑。它是连接宾客的桥梁,是会使 员工乐业并给宾客以亲切和轻松愉快的感觉。 , 效率——提供高效率的服务,关注工作上的技术细节,急宾客所急,为 宾客排忧解难,以赢得宾客的满意。 , 责任——无论是常规的服务还是正常的管理工作,都应尽职尽责。一切 事情务求得到及时圆满的效果,给人以效率快、服务好的印象。 , 协作——是管理的重要因素之一。各部门之间、员工之间应互相配合、 真诚协作,不互相扯皮,要同心协力解决疑难,维修洗浴的声誉。 , 忠实——忠诚老实是员工必须具有的品德。有事必报,有错必改,不得 提供假情况,不得文过饰非、阳奉阴违、诬陷他人。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 27 页 共 145 页 六、爱护公物,维护环境 , 爱护洗浴的一切工作器具,注意所有设备的定期维修、保养。节约用水、 用电,节约使用易耗品,不乱拿乱用公物,不得把有用的公物扔放垃圾 桶。 , 养成讲卫生的美德,不随地吐痰,不乱丢纸屑、果皮、烟头和杂物。如 在公共场所发现有纸屑、杂物等,应随手捡起,以保持洗浴内清洁优美 的环境。 七、出入证、工号牌 , 每位员工均由公司发给出入证、工号牌,员工上班时应佩戴工号牌,出 入洗浴时应携带出入证,质检部门、部门主管及保安人员有权随时检查。 , 出入证和工号牌如有遗失,应立即向部门、人力资源部、保安部报告。 每次补领新证,牌,须交付人民币10元,如因使用长久而引起损坏,可 凭旧换新。 , 员工离职时应将有关证件交回人力资源部,违反每证须交罚款人民币30 元。 八、更衣柜 , 员工更衣柜专为存放工衣而设,不得放食物或其他物品,并应保持整洁。 , 请勿将贵重物品主钱财存放在衣柜内。若是存放丢失,公司将不负任何 责任。 , 保安部及有关人员有权随时抽查。 九、工作服 , 洗浴将根据员工的岗位及工作的需要,按规定发放员工工作服。 , 上班时必须按规定穿着工作服,下班后更换自己服装,不准穿工作服出 店。应将工作服存放在本人更衣柜内。 , 离职时按规定须将工作服交回或交纳折旧费。 十、保密 未经批准,员工不得向外界提供有关公司资料,公司的一切有关文件及资料 不得交给无关人员。 十一、处理投诉 全体员工都必须高度重视客人的投诉。要细心聆听投诉,让客人畅所欲言。 要把投诉作为改进洗浴管理的不可多得的珍贵材料。 , 如果客人投诉的事项不能立即解决,应书面记录下来,勿忘多谢客人和 对事件致歉。 , 事无大小,对客人投诉的事项处理必须有事后交待。 , 投诉事项中,对涉及本人的记录不得涂改、撕毁,更不得假造。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 , 投诉经调查属实,可作为奖励或处罚的依据。 第五章 奖惩条例 为实施有效管理,创一流服务水平,获最佳经济效益,本公司制定奖励与处 罚条例如下: 一、奖励种类 通报表扬、物质奖励、晋级奖励 二、奖励条件 , 对改进洗浴管理,提高服务质量有重大贡献者。 , 在服务中创造优异成绩者。 , 在对外接待中,服务工作态度好,创造良好声誉者。 , 为宾客提供最佳服务,工作积极热心,受到宾客表扬者。 , 发现事故苗头,及时采取措施,防止重大事故发生者。 , 提出合理化建议,并经实施取得成效者。 , 拾金,物,不昧,主动上交者。 , 控制开支,节约费用,有显著成绩者。 , 敢于抵制不正之风,事迹突出者。 三、奖励的审批权限 , 通报表扬由部门经理批准,报人力资源部备案。 , 物质奖励由部门经理提名,报总经理批准。 , 晋级奖励由部门经理提名,人力资源部审核,报总经理批准。 四、过失种类 ,一,轻微过失。有下列过失之一者,将受到批评、警告及罚款等处分: , 仪容不整。 , 上班时着不整洁的工作服,不佩戴工号牌。 , 不使用指定员工通道。 , 搭乘客用电梯。 , 迟到或早退。 , 上班时间擅离工作岗位、串岗。 , 上班时间使用公司电话办理私人事务。 , 上班时间看书看报。 , 上班时间吃东西。 , 在员工餐厅以外的场所用餐。 , 下班后无故在营业范围内逗留。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 29 页 共 145 页 , 高声喧哗或发出不必要的声响。 , 随地吐痰、乱丢烟头、纸屑等。 , 工作散漫、粗心大意。 , 在更衣柜内存放食物或饮料。 , 违反洗浴有关规定或部门常规。 , 拒绝总经理授权的有关人员的检查。 ,二,严重过失。有下列行为之一者,将视情节轻重给予降职、降薪、留用察看、劝退或辞退处理: , 上班时间睡觉。 , 撤离工作岗位,经常迟到或早退,每月超过三次,。 , 蓄意破坏,损耗公物或客人物品。 , 偷盗公司或客人财物。 , 对宾客不礼貌,与争辩。 , 赌博或变相赌博。 , 未经批准,私自配制洗浴锁匙。 , 涂改、假造单据或证明。 , 不服从上级领导正确命令。 , 搬弄是非,诽谤他人,影响团结,影响声誉。 , 违反操作规程,造成损失。 ,三,即时除名过失。凡犯有以下过失之一者,作即时除名或开除处理: , 贪污、盗窃、受贿。 , 侮辱、谩骂客人或与客人吵架。 , 道德败坏,乱搞男女关系。 , 酗酒、赌搏或打架。 , 恶意破坏公物或客人物品。 , 利用职权营私舞弊,谋取私利,假公济私。 , 玩忽职守,违反操作规程,造成严重后果。 , 经常违反规定,屡教不改。 , 连续旷工三天或累计旷工二次。 , 由于工作失职造成财产严重损失。 五、纪律处分与处分程序 ,一,口头警告:凡第一次触犯轻微过失,由部门主管提出口头警告,以期引起注意,并记录在案。 ,二,书面警告:在半年内,凡再次触犯轻微过失或第一次触犯严重过失时,由部门主管填写过失单,写明犯规细节,提出书面警告,予以惩戒。犯规者接n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 到通知后,须在过失单上签名。倘若本人执意不签名,只要情况属实,处分将同样生效,过失单即由部门送人力资源部归档。 ,三,最后警告:凡经发出一次书面警告后,在半年内再犯同类过失时,由部门主管再次填写过失单,提出最后警告,表示倘若其仍不知改悔,有随时被开除的可能。同时指出,若于六个月内再犯规,即被除名,轻则作开除留用处理,重则即时开除。 ,八, 开除:如在最后警告后,再次违反洗浴有关规定或犯有严重错误时,由 主管立即查清事实,提出处理意见、上报部门,由部门经理审核,在三天 以内报到人力资源部审核,最后由总经理或总经理授权人批准执行。 第六章 安全守则 一、安全 , 注意防火、防盗,如发现事故苗头或闻到异味,必须立即查找、处理并 及时报告有关部门,切实消除隐患。 , 下班前要认真检查,消除不安全隐患。 , 如发现形迹可疑或有不法行为的人或事,应及时报告有关部门。 , 不与客人的小孩亲昵、开玩笑或耍逗,防范小孩玩火、玩不、玩电,避 免意外事故发生。 , 不得将亲友或无关人员带入工作场所,不准在值班室或宿舍留宿客人。 , 拾获客人遗留的钱物,一律上交部门经理,客人遗留的书报、杂志一律 上交,不得传阅。 二、火警 每一位员工都应熟悉走火通道及出口位臵,熟悉灭火器具的使用方法。在救火过程中须听从消防中心的指挥。如发现火警,无论程度大小,必须如下措施: , 保持镇静,不可惊慌失措。 , 呼唤附近的同事援助。 , 通知保安部或相关部门,清楚的说出火警地点、燃烧物质、火势情况及 本人姓名,并报告有关领导。 , 在安全的情况下,利用就近的灭火器材式行将火扑灭。 , 切勿搭乘电梯,必须走楼梯。 三、意外 , 如遇意外发生,应视情况分别通知有关部门酌情处理。 , 通知或转告总经理或副总经理,加设标志,警告其余人员勿近危险区。 四、紧急事故 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 31 页 共 145 页 在紧急情况下,全体员工必须服从总经理的指挥,通力合作,发扬见义勇为 的精神,全力保护财产及生命安全,保障公司业务正常进行。 三、员工招聘规范 , 制定招聘条件。洗浴人员招聘以各部门、各岗人员任职条件为依据,根 据具体招工岗位确定,主要条件包括:招工岗位,文化程度,从业经验, 工作能力,职业道德,年龄要求,身体素质,外语要求。 , 拟定招工计划。根据洗浴人员流动情况和业务发展需要,每年协同各部 门经理分两次上报人员招聘计划表。提出各岗位的招工人数、具体岗位、 招工要求,报人力资源部经理。人力资源部根据各部门的要求,拟定具 体招工计划。在控制洗浴及各部门人员编制的前提下,将招工计划报总 经理审批,然后组织实施。 , 管理人员招聘。管理人员招聘,实行公开招聘,择优录用的办法。各级 管理人员招聘遵守人力资源部牵头,直接领导面试考核,超级审查控制, 总经理谈话审定的原则。正式招聘前,根据缺岗职位,公布任职条件, 由主管领导面试谈话,按任职条件审查,人力资源部提供应聘人员的基 本情况表,面试人员填写面试考核表,提出考核意见,报上一级领导审 核,由上一级领导复试,同意后报总经理批准。 , 技术人员招聘。厨师、工程技术人员招聘,由部门经理提出任职条件, 人力资源部提供应聘人员基本情况表,在经过筛选基本合格的前提下, 由部门经理面试,填写面试考核表,提出考核意见,报总经理审批同意 后,办理调配或招聘手续,最后确定任职岗位。 , 服务人员和工人招聘。各部门服务人员和工人招聘,由人力资源部从服 务学校或人才市场公开选用。在基本条件合格后,其招聘人员由各部门 面试,合格者由部门主管填写面试合格表,报人力资源部办理手续。 , 招聘培训。人员招聘进入洗浴后,由培训产主管组织岗前培训三至七天, 主要进行组织机构、规章制度、安全服务、员工守则、劳动纪律等课程 培训,合格后再进入正式岗位。 , 人员招聘合同管理。各类人员招聘,经培训合格,试用期满,由人力资 源部与招聘人员签订劳动合同。 四、员工培训管理规范 , 培训方式。分职前培训—岗前培训—岗位培训—下岗培训 , 培训考核。分岗前培训摸底考试,上岗训练三个月后实操考试,年度理 论实操考试。 , 岗前培训规范,主要包括: 礼节礼貌修养、仪容仪表规范。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 安全防事故规范,掌握消防知识和灭火技能。 公司行政管理制度、劳动纪律、员工守则。 公司简介和经营目标。 , 岗位培训规范,主要包括: 本部门的组织机构、人员配备、工作区域。 服务标准,服务规范。 服务技能培训。 销售意识和技能的培训。 专业知识培训。 处理客人投诉、应变能力培训。 主动、热情、礼貌、周到、快捷等优秀服务训练。 第十章 财务部管理规范 一、财务部各岗位人员职责规范 ,一,财务部经理职责规范: , 在董事会和总经理领导下认真贯彻执行国这经济政策、财经制度和财 经纪律,研究制定洗浴管理责任制和洗浴内部财务、资金、财产、收 入、成本、利润、经济预算、经济活动分析等各项管理制度,并组织 贯彻实施。 , 参加洗浴经营战略、发展规划、经营方针和基本建设、企业改造、信 贷投资、技术改造等重要决策的研究工作,从经济角度拟定决策方案、 分析其可行性。为领导提供客观依据,当好经济参谋。 , 主持洗浴和行部门年度预算,做好预测分析,审核预算指标,搞好综 合平衡。报总经理和上级主管部门审批确定后,编制洗浴预算方案, 协助总经理向各部门下达计划指标,明确各级各部门经济管理任务。 , 负责财务部日常管理工作。全面组织洗浴及各部门经济核算和经济活 动分析。审核财务收入报表和每月财务决算表、资金平衡表及上报国 家和上级主管部门的有关报表、专题报告等,并签章或会签,保证不 发生差错。 , 督导检查洗浴及各部门各项经营计划、财务收支和信贷计划、经济合 同的执行情况和完成结果,控制计划发展,分析存在问题,及时提出 改进措施。重要问题直接向总经理汇报,研究解决方法。 , 研究制定洗浴增收节支、开源节流的管理制度和各种方案,督导各部 门采取各项措施扩大销售、降低成本费用开支,不断提高经济效益。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 33 页 共 145 页 , 贯彻洗浴目标管理等各项制度,审核利润报告和工资福利及资金分配 方案,报总经理审批后,组织具体落实,保证员工福利待遇,充分调 动各级员工的积极性。 , 负责财务部各级主管人员的配备、考核、晋升和奖罚。做好部门日常 事务工作的组织和调配,定期向总经理和上级主管部门汇报工作,接 受上级主管部门的监督和检查。 ,二,现金出纳员职责规范: , 负责全洗浴现金和转帐票据的收付工作,当天收入的现金和转帐票据, 要在当天下午4时前送存银行,不得积压。 , 电脑记载现金日记和银行存款帐,按记帐规定结出每天借贷发生额、累 计总收入和当天余额。做到日清日结。 , 根据现金管理制度,负责现金、银行收支的结算,认真做好现金和各种 票据的收付保管工作。 , 负责现金报销,掌握各类费用开支标准,严格把关。报销时认真审核发 票的品种、规格、数量、单价、金额、印章,按洗浴签字程序经有关领 导签字后方可付款。 , 负责职工工资及福利现金发放,按工资核算编制的工资报表做好准备, 准确发放。 ,三,电脑操作员职责规范: , 严格按操作规程操作电脑,及时输入并打印各种统计报表,准确登记帐 户,确保数据准确,无违章操作行为。 , 维护电脑设备,保持清洁,发现机器异常,及时上报。 , 做好资料存档上作,按时完成上级分派的各项任务。 ,四,采购员职责规范: , 根据经理分配的采购任务具体择商、报价并上报。 , 依据有效急购申请单、支票领用单取得付款票据,并实施购买。 , 办理提货、交验、入库手续,并将帐目报会计人员。 , 配合库房对进购物品严格把关,对不符合要求的货物负责交涉退换。 , 保存采购工作的原始记录,对曾经合作的客户应掌握并贸存其单位名称、 地址、电话、联系人及经营项目、基本价位等。 , 开展市场调查研究,不断开发货源渠道,推荐优新产品,提供市场信息, 提出降低成本的合理化建议并付诸实施。 , 完成车辆定期保养、维修和检查,保证良好运营状态,完成提货运输任 务。 ,五,库管员职责规范: n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 , 每月按指定时间完成填写库存报表及采购申请工作,要求标明物品的名 称、数量、单位、单价、规格、月用量、库存量、申购量等内容。 , 严格检验入库货物,根据有效到货清单,核准物品的数量、质量、保质 期限等,方可办理入库手续。 , 根据使用部门需要量及物料性质,选择适当的摆放方式,轻拿轻放,分 类明细,避免人为损坏及堆放杂乱带来的不便,科学安排库房物品布局, 做到整齐、美观、方便。 , 物品入库后要马上入帐,准确登记。 , 物品出库时要按照有关规定办理,手续不全不得发货。如有特殊情况, 需有关领导签字批准。发货时按出库单办理出库手续,削减帐卡。 , 做好月盘点工作,做到物卡相符,帐物相符,帐帐相符。 , 主动与使用部门联系,了解物品的消耗情况,防止因缺少沟通造成的物 品短缺。 二、采购业务管理与规定: ,一,采购管理原则: , 洗浴及各部门所购物品原则上应由采购统一购买,其他部门仅有参与监 督和建议权,一般无直接采购权。 , 采购人员在工作过程中应以洗浴利益为重,遵循社会主义商业道德,遵 纪守法,相互配合,相互监督,把好进货质量及价格关。 ,二,采购申请审批 , 职工食堂申购单:只需部门经理签准即可采购。 , 物料月报申购表:各部门需要的物料用品需要在完成报价、主管审批后, 上报部门,由部门经理汇同财务经理研讨通过,再报总经理审阅认可方 为有效。 , 非计划内大宗物品,需由使用部门上报请购呈批件,经有关领导签批后, 方可购买。非计划内零星物品,如急需维修零件,,可由使用部门开具白 条,加盖公章,并经本部门经理认可方为有效。 , 所有采购项目经审批有效后,方可实施采购。 ,三,采购业务实施 , 采购人员收到自己分管的采购单后,要认真归纳,分类修理并着手查询 有关信息。 , 按照申购单要求,尽快寻到三家以上客户,进行业务洽谈,经过筛选, 择优确定报价并上报有关领导。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 35 页 共 145 页 , 根据核准报价实施采购,并协助库房把好进货关。 , 办理入库手续,审核客户填写的进货清单,检查帐、物、票是否相符, 填写费用报销单后报财务部门报帐。 , 持有效支票领用单或费用报销单为客户结帐。 ,九, 采购单使用规定 , 采购单在部门请购基础上,经采购部、财务部和总经理批准后,形成购 货、订货依据。各部门及库房凡是批量采购,当均按此程序办理。如实 际进货时与采购单批准内容、数量和价格不符,验收人员应以批准的采 购单为依据。 , 无论是直拨使用或库存物品,送货单位均应将货物直接送到验收组,验 收人员应根据经过批准的采购单内容与发票验收,并开入库单。 , 直拨使用原料必须先验收,后转送使用部门。 , 送货单位送货前,应事先与验收人员联系,保证货到后有人验收。 , 特殊紧急情况下货物购买,可在部门经理签字后先进货,再补上审批手 续。 三、库房管理制度与规定 ,一,入库验收:接到购进物料,要根据申购单与原始发票进行检查点数,检查规格、质量,验收合格后按部门规定入帐,清单一式三联,分别留存根,交客户,报部门。 ,二,库存管理:办理正常入库手续后,按照物料性质种类分别存入库房,物品存放要合理科学,清洁整齐,防止积压损坏,防止虫蛀发霉,防止造成不必要损失。 ,三,出库管理:各部门在领用物品时,要填写‚领料单?并请该部门经理批准,方可到库房领取。保管人员在发放物品时,应按‚领料单?所列品种、规格、数量、逐项核准,开具出库单后逐项点发,不得替代,不得更改单据上任何数字,物品出库后要相应减掉帐目数字,以保证帐物相符。 ,四,库房盘点:每月按规定时间进行盘点,盘点工作应由保管员、记帐员及库房员同时进行,严格按照帐目核实出入库单及现货库存,并列出详细的物料库存明细表,经主管审核后上报部门,如盘点与实际库存相符,主管人员应签暑作实,如出现误差,要经调查落实后书面报告上级领导。 ,十, 仓库保管人员由各部门根据仓库管理工作量的大小、部门定员情况指定 专人专职负责。物品、食品出入库管理工作和帐务管理工作必须由二人共 同负责,管物不管帐、管帐不管物,不能因工作量小而由一人同时兼任。 ,十一, 仓库管理人员应对所管物品、食品的种类、品名、数量、规格、单价、 入库日期等项内容进行造册、登记。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 ,十二, 仓库帐薄的记帐原则是:简单、清楚、及时、准确。为便于记帐和便 于查找,应按总帐、分类帐的记帐顺序,分别对不同种类、品名、规格、 单价的所存物品、食品,按不同日期依次进行出入库登记。 ,十三, 仓库应将所存物品、食品按不同种类、品名、规格、入库日期等分别 进行码放,码放时应做到定位、定架、定号一目了然,易于盘库,易于清 点。 ,十四, 仓库所存物品、食品应有分类标签,标签上应注明:种类、品名、规 格、数量、入库日期、单价、总价等项内容,出入库时在标签上进行增减 计算,并标出合计项,使仓库同品名、规格、单价的物品、食品通过标签 清楚的反映出库存情况。 ,十五, 仓库保管员应对所管物品、食品的完好负责。对于易腐、易碎、易变 质、有储存期的食品、物品,应按规定的保管、操作规程进行管理,并及 时向部门领导汇报所保管的食品、物品的保管现状。凡因保管不善或责任 心不强而造成的损失,由保管员负责。 四、物品出库管理程序 , 各部门从库房领用物品,必须由使用单位人员填写‚物品申领单?,经 部门主管签字,方可领用。 , 部门领用物品,本部门库房物品不足,需到其它库房领用,必须填写‚内 部物品调拨单?,由主管人员签字,方可发放。 , 库房管理员接到领料单,先核查部门所领物品是否属于该部门计划物 品,如属计划外物品,必须先报财务部经理批准,才能发货。 , 出库货物当面点清,不得弄虚作假,不许白条出库。 五、出纳工作程序 , 现金与收据清点。每天收到前厅交来的现金,先拆封、清点现金额,与 已开出的正式收款,订金收款,银钱收据和支票逐笔核对,经审核无误 后,按财务部规定,记录现金帐和支票、信用卡等帐目。 , 请示财务部经理,按规定填制银行帐户送款单,安排人员将现金、支票、 信用卡等送入银行。 , 根据送交银行的全部现金、支票、信用卡和财务部应收帐、会计转来的 ‚当天支出报表?,编制‚每日银行报表?一式两份,一份附所有存入 银行的送款单转财务部收入会计,一份留档备查。 , 每天下班前,清点备用金和下午收到的各项现金。 第十一章 前厅部管管理规范 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 37 页 共 145 页 一、前厅部各岗位人员职责规范 ,一,前厅经理职责规范: , 检查大厅内各区域的设施、设备、清洁卫生、环境卫生和工作人员的仪 容仪表,发现问题及时报修或报告上级。重要问题直接报告总经理。 , 处理客人投诉,做好投诉记录,定期统计投诉涉及的问题、部门,报告 总经理。 , 接待VIP客人。客人到达前,准备好登记卡、VIP专用钥匙,客人到达, 陪同客人办理登记手续,事后交柜台接待员。 , 编制每日抵离店VIP名单,熟记客人姓名,落实接待细节,为每一位离 店VIP客人送行。 , 配合总台接待员做好客人安臵工作。 , 当班接听电话,接待前来问询、查询的客人,做好值班记录。 , 每天巡视前厅各部位的工作,处理异常情况、不安全因素和不受欢迎的 客人,必要时按紧急情况处理突发事件。 , 随时注意前厅环境卫生、环境美化,督导有关人员及时整理,确保为客 人留下美好的‚第一印象?,产生良好的形象吸引力。 , 负责沟通前厅与浴区、休闲厅、按摩区、餐饮、客房、工程、财务等各 部门的关系,保持工作协调,处理可能出现的矛盾与纠纷。 , 重视员工培训,提高员工素质,培养员工实际操作能力、应变能力,养 成现代洗浴意识。 , 完成上级领导交办的其它工作。 ,二,门童职责规范: , 按照服务规程迎送客人,保证拉门和拉车门服务。 , 维护洗浴出入车辆秩序,保证上、下车客人车位和车道畅通。 , 阻挡衣冠不整者进入洗浴,并应立即与值班保安人员或前厅经理联系, 妥善处理。 , 保持岗位周围的环境整洁,发现脏物应及时清除。 , 下雨天,为客人提供雨具及存放保管服务。 ,三,收银员职责规范: , 熟记各项收费标准,熟练掌握微机的操作与使用,防止多收或少收,避 免漏帐、跑帐。 , 按时打印出各项报表,及时上缴收结帐款,按工作程序标准的完成当班 期间的工作。 , 交接班时要认真盘点单据,为上个班次留下的单据做好纪录,做到无遗 漏。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 , 认真打扫收银台卫生,物品摆放整齐有序。 , 要认真保管好各种单据,在为每一张单据签字盖章时,必须仔细检查单 据内容,遇有单据有改,涂抹时必须问清原因,并向当班经理汇报。 , 不得随意更改,涂改单据,有此情况的,必须找经理签字。 , 严格执行酒店的各项规章制度,在收款过程中按财务要求方法和程序, 必须执行唱单过程,使客人了解自己的消费内容,妥善保管好收款单和 各种单据。 , 保管好收银箱,严禁闲人进入收银台闲谈,每日出库的物品要与所买钱 票一致,有特殊情况必须在备注中标明出来。 , 加强业务学习和基本功的训练、团结互助不断提高业务水平和服务技巧。 ,四,鞋吧员职责规范: , 按客人的要求服务,保证质量、不得自作主张为其他人员服务,或擦鞋 不开单。 , 客人不做服务的,必须为客人把鞋上的灰尘擦掉。 , 负责兰色防滑拖鞋的刷洗、消毒工作,必须做到每天一洗一消毒。 , 管理好鞋吧工作,内部工作人员的拖鞋要定人定位,按摩技师个人的鞋 应用袋子装好带到休息室或更衣橱内。 , 保持鞋吧的卫生清洁和空气清新,禁止与无工作关系的人闲坐闲谈。 , 前厅人员过多或需要补岗的情况下,应随时补岗,积极主动的参与到前 厅接待的工作中去。 , 爱护好客人的皮鞋,由于擦洗不当,给客人的皮鞋造成损坏或污点,应 承担赔偿客人损失的责任。 , 为客人做皮鞋美容时,必须足量用高质量的鞋油,不得偷工减料,以次 充好。 二、前厅服务管理规范 , 各岗员工每日提前15分钟上班,换好工作服,整理检查着装仪表,调节 心理情绪,保证心情舒畅、精神饱满的上岗。 , 认真检查交接班记录,搞好交接班,防止遗漏事宜。 , 开好班前会,认真听取主管工作指令,明确当天重点任务和注意事项, 安排好当天工作。 , 各岗员工坚持站立服务、微笑服务,礼貌待客。不得扎堆聊天、串岗、 脱岗、无故在厅穿行、大声喧哗,确保服务气氛。 , 各岗员工必须严格按服务程序、操作规程为客人提供服务,保证服务质 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 39 页 共 145 页 量和工作效率,遇有疑难问题,报告主管处理。 , 每接待一位客人、完成一项接待任务,均要按前厅规定做好记录,重要 接待任务和数据要输入电脑。 , 工作台面、办公场所及其周围环境必须始终保持清洁,做到整洁、舒适、 典雅,给客人以形象吸引力。 , 遇有特殊情况,要冷静从事,迅速报告主管或保安人员处理。 各岗营业报表必须计算准确、填报规范,确保无差错发生,并按前厅和财务 产规定存档和上报。发现问题,由责任人本人负责。 第十二章 洗浴部管理规范 一、洗浴部各岗位人员职责规范 ,一,浴区主管职责规范: , 负责员工考勤,编制排班表,分派服务员工作任务。 , 开好班前会,检查员工仪容仪表、礼貌、劳动纪律,督导服务员认真按 操作程序做好接待服务,提高服务质量。 , 负责各种物品的领用、使用、保管。发现短缺和损坏要及时补充。 , 实施员工培训,评估所属员工服务态度及工作表现。 , 接待宾客,与所属员工一起为宾客提供优质服务,并礼貌劝阻客人违章 行为,遇到无法解决的问题,应立即向直接领导汇报。 , 负责设备维护保养与报修工作。 ,二,更衣室服务员职责规范: , 负责招呼客人更衣。客人在更衣时,注意观察客人的长相特征,注意客 人的手机和钱包等贵重物品是否失落在地上,及时交还客人或交总台处 理。 , 防止客人开错衣柜,穿错衣物,发现衣柜锁有问题,应及时修理或上报 主管经理。 , 负责服务范围的地面、台面、更衣柜及座位上的铺巾等的卫生工作。 , 负责向客人介绍推销商品和搓背、按摩等服务项目,做到能够流利、准 确,同时负责向客人讲解各项服务项目的价格、时间、功效和特色,指 导客人使用美容护发品。 , 做好桑拿服和巾被品回收工作,回收的桑拿服和巾被品要分门别类的扔 到相应的回收桶中。 , 负责男浴巾被品和桑拿服的保管、送洗及验洗工作。 , 注重个人仪容仪表,制服要整洁,头发要勤洗,工鞋为黑色或深蓝色, 丝袜为肉色或黑色。 , 遵守纪律,坚守岗位,不得无故脱岗、串岗,调班时须经主管批准方可 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 生效。 , 做好兰色、绿色拖鞋的清洗整理工作,做好排风、温控工作,发现有事 故隐患没有及时上报。 ,三,水区服务员职责规范: , 负责浴区所有的服务工作,包括:迎宾、递毛巾、挤牙膏、递牙刷、送 刮胡刀、送冰巾、送矿泉水/冰水、打沐浴露、挤洗发液,介绍和指导宾 客使用洁身、洗发、护发、美容等洗浴用品等一系列细微的服务性工作。 , 负责洁身设备、冲浪设备、桑拿设备、音响设备的开关,做到无人洗浴 设备关,有人洗浴不得关设备的习惯。桑拿炉温度一定要适宜,一般情 况要掌握70?左右。桑拿房和蒸汽房的卫生一定要干净彻底。做到经常 性的整理,桑拿室内应经常性的喷洒啤酒或挂放菠萝,保障室内的气味 宜人,桑拿凳上摆放的巾被一定要平整,房内不得有客人遗留的毛巾、 冰巾、口杯。 , 负责浴区物品的领用、摆放和保管工作,领用时要以旧换新,不得弄虚 作假,出现丢失,按购进价赔偿。 , 负责所有需要清洗巾被品的收集工作,数量一定要准确,不得损公利己。 , 负责座浴、淋浴、地面、浴具等区域的卫生工作,下班前要将浴区顶部 水珠清理掉。 , 负责为搓背技师送签单搓背服务单的工作。 , 负责浴区所有洗浴用水的加温、测试、过滤,温度始终保持标准衡温及 水量。在客人洗浴过程中,不得用蒸气给水加温。淋浴、座浴在客人就 浴前必须把管道中的凉水放掉,喷头不得有冷水,保证客人用水温度合 适。 , 积极参与搓背技师及浴区服务员的集体卫生清理工作,在服务过程中做 到分工不分家,不得出现推诿扯皮的现象。 , 做好药物的保管、领用工作,药粉包装袋不得丢失,以空袋换领药物, 熟悉各种中药浴及营养浴的作用及特点,做好推销药浴或木桶浴的工作。 , 坚守岗位,工作时间不得脱岗、串岗、睡觉,不准抽烟、吃零食以及把 个人物品带入工作区内。 ,四,搓背技师职责规范: , 负责水区内卫生清扫工作,做到卫生区内无杂物、无毛发、无污渍,无 水迹,无水碱,无死角卫生,物品摆放整齐,巾被品铺放平整,扫除时 注意节约去污用品和用水。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 41 页 共 145 页 , 不得带包、食品,穿鞋或在非工作时间进入公司,时刻注意自己的仪容 仪表。 , 严格按照规定时间为客人做好服务,在服务中随时与客人沟通,询问客 人对手法轻重的意见,并做好其他按摩项目的推销工作。 , 维护公司形象,不可讲不利于公司形象的话,不得做有损公司形象的事, 不得泄露公司的营业秘密。 , 在填写服务单的过程当中,不得多做少开单,也不得少做多开单,下单 时应看清客人手牌号,不得出现重复下单或下错单的情况。 , 服从公司颁布的各种政策,如有问题须到办公室反映解决,不得搞私下 议论,不得挑拨劳资关系。 , 搞好内部团结,遇见同事和领导须微笑问好,不得在客人面前大声说话 或争执,不得和同事争吵或相互拆台及打架。 , 注意和水区服务员的协作,对服务员在工作中出现欠缺的地方应及时指 出,帮助改正。 , 服从上级的管理,接受水区主管的监督和质检人员的检查,不得顶撞、 侮辱、威胁管理人员。 , 搓背技师应在不上钟的时间,做好水区内宾客的接待服务工作,帮助坐 浴的客人打沐浴露,搀扶客人上、下池,帮助客人拿洗刷用品。 , 值班人员负责每天下半夜到第二天中午上班前水区内的服务工作,做好 期间的宾客接待和卫生整理工作,要求有客人在就有值班技师在,不得 怠慢客人,不得脱岗,串岗。 二、洗浴部卫生管理规范 , 贯彻‚谁主管谁负责?的原则,搞好本部门的卫生管理工作。 , 各部位主管每天对所负责范围的卫生要全面检查。如池水必须清澈见底, 不能有飘浮物,各部位使用的器具都要手触无尘,达到卫生质量要求。 , 保持场地及各项设备、设施的清洁卫生,做到无污迹、无水泡印、无异 味、无灰尘。 , 储物室,要做到清洁卫生,整齐美观。 , 清洁工作应谨慎、小心,操作中造成设备损坏者,负责赔偿。 三、洗浴部管理制度与规定 , 当班时间必须穿工作服,佩戴工作牌,做到仪容整洁上岗。 , 对客人要彬彬有礼,一视同仁,保持良好服务态度。 , 签领钥匙,清理水房浴巾、衣服等,分类点数,填写所清洁物品数量。 , 随时检查水表度数,每检查一次作好时间记录。检查水房内机器、蒸汽 房、桑拿房、洗手间、水池的设备和水温情况。水温须用手试,以保持 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 正常温度,满足客人需要。 , 对初次来的客人,要介绍桑拿浴的方法和注意事项。根据客人要求控制 温度将温控器调到客人需要的位臵。 , 高血压、心脏病患者禁止入内,以防发生意外。 四、洗浴部投诉处理规范 , 对客人投诉持欢迎态度,并把处理客人投诉的过程作为改进管理与服务 的机会。 , 在处理客人投诉时,应注意遵守下列三项原则: ——真心诚意的帮助客人解决问题, ——绝不与客人争辩, ——不损害公司的利益。 , 对几种不同类型投诉的处理方法: ——在受理客人有关设备投诉时,最好的方法是立即去实地观察,然后根据情况,采取措施。 ——减少对服务态度与服务质量投诉的最好方法是加强对服务人员的培训。 , 主动征求客人意见,分析、研究客人投诉并定期向客人发放‚征求意见 表?。 , 遇有客人口头投诉时,认真做到下列各项: ——认真听取客人意见, ——保持冷静,表示同情,给予关心, ——不转移目标,记录要点, ——把将要采取的措施告诉客人, ——把解决问题所需要的时间告诉客人, ——采取行动,解决问题,检查落实, ——记录存档。 第十三章 休闲部管理规范 一、休闲部各岗位人员职责规范 ,一,休闲部主管职责规范: , 负责员工考勤,编制排班表,分派服务员工作任务。 , 开好班前会,检查员工仪容仪表、礼貌、劳动纪律,督导服务员认真按 操作程序做好接待服务,提高服务质量。 , 负责各种物品的领用、使用、保管。发现短缺和损坏要及时补充。 , 实施员工培训,评估所属员工服务态度及工作表现。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 43 页 共 145 页 , 接待宾客,与所属员工一起为宾客提供优质服务,并礼貌劝阻客人违章 行为,遇到无法解决的问题,应立即向直接领导汇报。 , 负责设备维护保养与报修工作。 , 引进竞争机制,激励员工上进。根据营业需要和员工表现及其素质,不 断对本部门推销环节进行合理调整。 , 掌握部门每日经营收入,检查吧台员做帐、对帐及盘点工作。 ,二,吧台员职责规范: , 提前15分钟到岗,着装、化妆按《员工手册》规定执行。 , 做好一切准备工作,清扫卫生,备好货品。保证吧台内各种杯具的卫生 消毒情况,物品摆放整齐有序。 , 认真清点每日库存及消耗,仔细纪录交接班时两班吧员配合财务人员清 点工作,保证无参假无丢失及晚上报缺物品。 , 认真填写出库单据,降低消耗,保证库存货源充足。 , 做好二级库管盘点工作,做到日清月结,不得外借内吧物品,不得私自 经商,要凭单取货,一货一单。 , 账目要清楚,账目相符,不得弄虚作假,每天核单一次,月中盘点上报。 , 不准借私人事由离开工作岗位,作一些与工作无关的事。 , 认真填写及保管好各种单据,做到传单及时,无漏单,单据由三联构成 缺一不可,不得撕毁及涂抹单据。 , 坚持岗位,吧台内重地不得让闲人进入。 , 做好安全、放火、防盗工作。 ,三,休闲厅服务员职责规范: ,三,休闲厅服务员职责规范: , 营业时按规定区域站立,站立时姿态端正,不交头接耳不在场内追逐, 不擅离岗位。 , 安排客人落座后,立即礼貌的与客人打招呼,问好,熟悉各类酒水及食 品的价格,主动向客人介绍推销,对客人点的酒水及食品要记录清楚, 重复一次无错漏后落单,做到主动、热情、耐心、周到、自然。 , 向客人推销介绍各类康体服务项目,了解客人需求,给予正确指导。 , 密切注意客人的动态,及时为客人添补酒水,台面上烟缸内烟头不得超 过两支。 , 服务过程中做到不严肃、不紧张、不胆怯、语言表达口齿伶俐,字迹清 晰,适当安排客人某一项需求,对待老、弱、病、残等特殊的服务要做 到体贴入微,达到高速度、高质量、职业性、跟踪式的服务。 , 服务单要求字迹清晰,如出现差错,由责任人自己负责。 , 为足疗技师做好后盾,做到随叫随到。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 , 搞好本区域卫生清理工作、床单、枕套要一客一换,保持室内空气清新 铺位整洁。 , 随时做好对突发事件的准备工作,不慌不乱,并及时与经理取得联系。 , 提醒客人保管好自己的贵重物品,拾到物品要立即上交。 , 当客人离开后,要立即对各种物品进行清点,如有损坏,立即进行索赔 业务。 , 严格交接班制度,对固定设施及所用物品要仔细清点,无遗漏。 , 做好安全放火、防盗工作。 ,四,足疗技师职责规范: , 提前15分钟到岗,备好工作所需的器具。 , 不要浓妆,但必须化淡妆,不使用香水,不准佩带耳环、戒指,不准留 长指甲和涂指甲油,不能当众化妆。 , 头发要整洁、梳理整齐、不得有头皮屑。发型要讲究:前发不遮眼,后 发不过肩,不准梳奇形怪状发式。 , 工作时间穿本单位规定的统一的工作服,左胸前佩带服务标志。工作服 要整洁,鞋袜整齐,注意长统袜的抽丝和脱落。 , 工作时间不准请假,客人点钟,随点随到,坚守岗位,要求做到不串岗、 不离岗、认真工作,一丝不苟。 , 谦虚适度,做好本职工作,防止客人投诉,拒绝欺骗客人,要有始有终 的做好每项工作任务。 , 工作时间必须每时每刻保持干净清洁的卫生环境,修脚结束之后,必须 将物品摆放整齐,不得将脚皮、指甲等散落地面。 , 不违章操作,不擅自动用设施设备。 , 技师离开本公司,必须提前一个月向公司提出申请,打辞职报告,经司 批准后方可离开。 , 不得带包、食品,穿鞋或在非工作时间进入公司,时刻注意自己的仪容 仪表。 , 严格按照规定时间为客人做好服务,在服务中随时与客人沟通,询问客 人对手法轻重的意见,并做好其他按摩项目的推销工作。 , 维护公司形象,不可讲不利于公司形象的话,不得做有损公司形象的事, 不得泄露公司的营业秘密。 , 在填写服务单的过程当中,不得多做少开单,也不得少做多开单,下单 时应看清客人手牌号,不得出现重复下单或下错单的情况。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 45 页 共 145 页 , 服从公司颁布的各种政策,如有问题须到办公室反映解决,不得搞私下 议论,不得挑拨劳资关系。 , 搞好内部团结,遇见同事和领导须微笑问好,不得在客人面前大声说话 或争执,不得和同事争吵或相互拆台及打架。 , 服从上级的管理,接受休闲区主管的监督和质检人员的检查,不得顶撞、 侮辱、威胁管理人员。 , 不得在为客人服务时看电视节目或与别的足疗技师聊天或吃口香糖。 , 足疗技师在足疗休息区候钟时,应坐姿端正,不得在休息区内躺卧和喧 哗。 第十四章 按摩部管理规范 一、按摩部各岗位人员职责规范 ,一,按摩技师主管职责规范: , 熟悉卫生保健知识,按摩推拿知识,掌握人体肌肉组织结构和骨骼组织 结构,指导服务员为客人提供规范服务。 , 正确掌握和运用按摩程序及各种指法,根据不同对象的客人提供适合该 客人所乐意接受的按摩法。 , 严格执行各项规定,对各岗位的工作职责、工作程序详尽了解。有一定 的组织和指挥能力,有权对各岗位下达工作指令。 , 负责向库管员领取本部所需各种物品,做好财产进出清点、保管工作, 做好遗留物品登记。 , 负责设备维护保养与报修工作。 , 提前为预定客人做好准备工作。 ,二,按摩技师职责规范: , 严格遵守作息时间,不得捎假或电话请假。 , 上班前换好工作服,佩带工牌,头发必须束起,必须化淡妆,不使用香 水,不带耳环、戒指,不准留长指甲和涂指甲油,不能当众化妆。 , 不得带包、食品进入公司。未经批准,不得带其他人进入公司。 , 除技师房以外,不得在公司内其他场合携带和使用手机。 , 上班在规定的位臵就坐,且坐姿大方。不得东倒西歪、大声喧哗。客人 点钟,随点随。坚守岗位,要求做到不串岗、不离岗、认真工作,一丝 不苟。 , 技师上钟按排钟顺序排号,不得抢钟、无故退钟、欺骗客人或挑拣客人。 严格遵守按摩时间,报钟及时。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 , 自尊自爱,不得和客人过分亲热,做出有损公司形象的事,不得向客人 的讨要商品或索取小费。 , 技师在上班时间进入其它部门必须服从本部门主管的管理。 , 下班后,除值班人员之外,其他人员不得在公司过夜。 , 对领导要尊敬,服从领班的安排,不得顶撞上级以及污辱性语言,对公 司的有关规定和决定不理解的,须单独到办公室反映,严禁私下议论同 事、领导和公司。 , 注重自身按摩手法和服务态度的要求和提高,为客人服务时,必须尽心 尽力,主动热情,不得有欺骗客人的行为发生,比如‚就剩我一个小姐 了?等。 , 不得将关于公司的机密泄露给客人或他人。 , 技师和服务人员必须和睦相处,不得彼此之间闹情绪,不得有影响团结 的言语和行为。 , 讲文明,技师上班时间,遇到客人、领导、同事之间,必须问好。 , 做完项目后应及时整理好房间卫生,无故不得在按摩房逗留。 , 技师离开本公司,必须提前一个月向公司提出申请,打辞职报告,经公 司批准后方可离开。 ,三,按摩区服务员职责规范: , 提前15分钟到岗,仪容仪表按《员工手册》之规定执行。 , 服务员担负着保护技师安全的责任,技师在为客人服务的过程中,出现 客人对技师有非礼的行为,应立即制止,如处理不好应及时报告上级主 管人员。 , 服务员有监督按摩技师行为的责任,如听到同客人的谈话有涉及违法行 为的,应立即报告主管。 , 服务员及时为技师送单子到吧台,因为迟送、漏送造成的损失由当事人 承担。 , 始终保持按摩区所有卫生的清理,勤换床单、枕套,始终保持按摩房间 的卫生整洁、整齐,做好勤通风换气,保持空气新鲜。 , 自尊自爱,不得和技师说笑打闹、建立非正常关系,不许偏向性向客人 推荐按摩师,不许窥视按摩师为客人做按摩,不许私下议论按摩师是是 非非。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 47 页 共 145 页 , 做好在按摩房包房过夜客人的接待和服务工作,并做好部分客人的按摩 推销工作,以及客人离开后房间卫生的整理工作。 , 消毒柜内毛巾、沙袋应清洁卫生,气味清香,不得有异味,定时开关。 第十五章 桑拿洗浴的服务规程 第一节 门 前 礼 宾 服 务 一、【门前礼宾员的服务规程】 1、 客人车辆进入公司停车场时,站岗礼宾员应转体45度面向来宾车辆行军礼 后转回恢复立正站岗姿势。来宾车辆进入停车场时,楼东停车场内站位礼宾 员应打手势指导来宾将车辆停放到合适的车位上,待来宾车辆停稳后,礼宾 员应跑步来到来宾车辆前为客人拉开车门,并做手势帮助客人下车,行15 度鞠躬礼并微笑问候,待客人全部下车后帮客人关上车门,并询问客人是否 需要遮牌,然后打‚请?字手势,引领客人到门前停车场交接给门前停车场 礼宾员。客人消费结束走出大门时,门前停车场礼宾员应马上迎过去,鞠躬 微笑并致送辞,当客人来到停车场提车时,站岗礼宾员应行军礼,楼东停车 场站位礼宾员应迅速跑到客人车辆前蹲下摘掉遮牌并给客人拉开门做手势 帮客人上车,然后关上客人车门,作手势指导客人倒车,待客人车辆倒出离 开时侧平伸右臂做‚请?字手势并行注目礼。 二、【门前礼宾员的岗位职责】 2、 礼宾员肩负内部保卫的责任,对公司发生的意外事件应做迅速、妥善处理并 及时汇报,防范和制止一切扰乱营业秩序,损害公司利益的事件和行为发生, 保障公司服务工作正常运转,如礼宾员遇社会不良人员骚扰时不能勇于制止 的,公司将予以辞退,并扣发当月工资。 3、 礼宾员需随时监督是否有穿拖鞋或浴服的客人来到门前,如有发现,要立即 问明情况原因,并同前厅人员及时沟通,掌握情况,避免跑单,以上工作做 的不好,承担跑单损失。 4、 礼宾员应准确了解员工上、下班情况,非上班员工无事或未经批准不得进入 营业区域,上班员工除规定时间外无主管级以上人员的签发证明不得进入宿 舍区,同时禁止外来人员进入宿舍区,对外来送货或联系业务人员、外来施 工人员应予以登记并进行管理,发放《外来施工/办事人员出入卡》,督查他 们进出公司时所带的物品,防止物资流失和被盗,以上工作做的不好,承担 经济责任10元。 5、 礼宾员对员工上、下班时的提包和着装及内部人员的车辆停放有权予以检查 和纠正,并直接负责员工寝室的军事化管理,对员工寝室的内务卫生、作息 时间、寝室纪律进行直接监督和纠正,以上工作做的不好,承担经济责任5 元。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 6、 每天打扫门前及楼东停车场、礼宾部的卫生并随时维持,每天浇花,及时对 枯萎的花草进行清理,禁止他人在停车场内堆放、摆放垃圾、废物、车辆, 以上工作做的不好,承担经济责任5元。 7、 礼宾员应看管好客人的车辆,如在停车场内出现客人车辆损坏或遮牌丢失的 情况,由礼宾员承担全部经济责任。 8、 楼东停车场人员应,随时留意二楼热水箱是否溢水现象,一更排气扇是否正 常,从二楼丢下的垃圾是否丢出垃圾堆外,晚上楼外的霓虹灯、灯箱是否正 常开启,发现上述事项出现问题应及时处理和上报,以上工作做的不好,承 担经济责任5元。 三、【门前礼宾员的服务用语】 几位这边请/几位先生请这边走——祝您们/几位洗浴愉快,先生或小姐/几位,您好,/晚上好,/中午好,/下午好,欢迎光临,企业名称,,,‚先生或小姐/几位,请慢走/走好,欢迎下次光临/感谢光临/,企业名称, 四、【门前礼宾员的注意事项】 1、 雨天应为客人撑伞,对醉酒或年迈走路不稳的客人应予以搀扶。 2、 客人车辆风挡玻璃或其他部位过脏应予以洗刷,但应注意对一些高档车辆应 先征询客人意见,否则不要进行洗刷,洗刷时应注意尽量不要擦拭车身,避 免划损客人车辆,除必要擦洗服务外礼宾员不得乱摸、乱动、窥探客人车辆。 3、 白牌及蓝牌100号以内号码或以前有过遮牌要求的车辆应主动予以遮牌,对 这些车辆的客人包括一些例如黑E88888一类的象征身份地位的客人数量, 应及时与总台沟通,了解客人手牌号,通报给值班经理、总经理和楼层主管。 4、 客人在停车场询问服务项目时,对公司有的项目应清楚的告之客人,对公司 没有的项目,可含糊的、艺术的答复客人,以把客人吸引进公司消费为目的, 并及时的通知相关人员予以应付。 5、 监督一切进入公司的员工和外来人员的车辆必须停放在员工宿舍楼下的停 车场内,不得停放在客用停车场内,礼宾员在引导客人停放车辆时,应做到 整齐有序。 6、 门前礼宾员代表着公司的外在形象,应时刻注重自己上岗时间的仪容仪表和 言行举止,不得围堆聊天,不得在工作场所嬉戏打闹,未经批准不得在工作 时间会客。 7、 门前礼宾员绝不能放松了在非客人高峰期时的自我要求,特别是在上下班高 峰期时,门前礼宾员的言行直接代表了整个公司的形象,因为这段时间过往 行人特别多,应在这段时间进行军事化训练,展现公司良好形象。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 49 页 共 145 页 第二节 前 厅 接 待 服 务 一、【前厅接待员的服务规程】 客人进到前厅后,前厅接待员首先共同向客人鞠躬微笑问好,【服务用语:‚先生、小姐,您好/中午好/下午好/晚上好/欢迎光临/本店/,洗浴名称,】,然后由前厅主管或接待员引领客人到沙发处换鞋,【服务用语:请您/请几位/几位先生请——这边换鞋/这边坐下换鞋】,此时,开牌员或总台服务员应根据客人人数和消费类型准备好手牌/钥匙,登记完毕以后交给前厅接待员,在客人多或拿不准客人是不是同来的情况下,接待员应礼貌的询问客人同来的人数,以便及时通知开牌员发放团体消费手牌,【服务用语:先生、小姐,请问您们几位,/对不起/先生、小姐,请问您们是一起的吗/请问几位是一起的吗,/××收银员,先生×位/这几位先生是一起来的,请开/启×个/团体/手牌】,开牌员对内部招待客人应发放20号以内的手牌,对VIP尊贵客人应发放VIP专用手牌,同时用对讲机把这些客人和二人以上属团体消费宾客的手牌号向各部门主管通报。 客人坐下后,由前厅接待员拿着拖鞋和手牌走到客人面前,蹲下将拖鞋轻轻放在客人脚前并摆开,并仰视客人请客人换鞋,【服务用语:先生、小姐请您换一下拖鞋/请换鞋】,对醉酒的客人或不方便的客人应帮助其脱鞋并仔细的帮其把拖鞋穿上,然后将鞋号夹夹到客人的鞋上,将客人的鞋准确的放入与客人手牌号、鞋夹号对应的鞋柜格里,在接待员为客人换鞋的同时,应进行必要的皮鞋美容和鞋垫或其他消费项目的推销,【服务用语:‚先生,您的鞋脏了,用我给您擦擦吗,?或者‚先生,您是否擦鞋,/您/几位的皮鞋需要保养一下吗,/您的鞋垫脏了,需要更换/换一付/新的吗,/给您换付新的好吗,先生,本店皮鞋保养/更换鞋垫×元?/谢谢老板,】。 客人换好鞋后,前厅接待员应将客人的手牌双手递给客人,【服务用语:‚先生,这是您手牌,请拿,带,好/请拿,带,好您的手牌?】,随后打‚请?字手势引领客人到男浴更衣室门口,按呼叫门铃让一更服务员为客人打开门,把客人交接给男浴更衣室服务员,【服务用语:‚先生,这边请/几位,男浴在这边,请跟我来,您/几位洗好/祝您/几位洗浴愉快,/男浴服务员,迎接/欢迎/接待贵宾×位?】 客人洗好或休息好后回到前厅时,前厅接待员应迎过去问好,引领客人到沙发处等候结帐,【服务用语:先生,您洗好了,/休息好了,/您不再多休息一会儿了吗,请这边坐一下,请把您的手牌给我,先生,请问您的手牌是多少号,先生,请问您是一个人来的吗/您的朋友还没出来吗,您现在就需要/准备结帐/先生是您买单吗,】并仔细核对客人手牌号和消费情况,给予结帐,客人如有不明之处要耐心解答。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 客人结帐后,前厅接待员在得到收银员的通知后,将客鞋手牌号告之鞋吧员,从鞋吧内接过换完鞋后,将鞋摆到客人面前请客人换鞋,客人换鞋时应帮助客人解鞋带,递鞋拔,客人换完鞋起身离开时,前厅主管或接待员须将客人送至前厅门外,交接给门童或厅外礼宾,并致送辞。【服务用语:‚小姐、先生请慢走/您走好,——欢迎您下次光临/感谢光临?】 二、【前厅接待员的服务用语】 先生、小姐,您好/中午好/下午好/晚上好/欢迎光临/本店/,企业名称,?, 请您/请几位/几位先生请——这边换鞋/这边坐下换鞋,先生,您的鞋脏了,用我给您擦擦吗,?或者‚先生,您是否擦鞋,/您/几位的皮鞋需要保养一下吗,/您的鞋垫脏了,需要更换/换一付/新的吗,/给您换付新的好吗,先生,本店皮鞋保养/更换鞋垫×元?/谢谢老板,先生,这是您手牌,请拿,带,好/请拿,带,好您的手牌,先生,这边请/几位,男浴在这边,请跟我来——您/几位洗好/祝您/几位洗浴愉快,——男浴服务员,迎接/欢迎/接待贵宾×位? 先生,您洗好了,/休息好了,/您不再多休息一会儿了吗,请这边坐一下,请把您的手牌给我,先生,请问您的手牌是多少号,先生,您一个人来的吗/您的朋友还没出来吗,您现在就需要/准备结帐/先生是您买单吗,小姐、先生请慢走/您走好,——欢迎您下次光临/感谢光临?】。 三、【前厅接待员的岗位职责】 1. 前厅接待员应保持正确而美观的站位姿态,站立时两手自然后背,左手抱右 手拳,抬头、挺胸、两眼目视前方,双腿自然合拢,站位时间不得随意走动, 不得东张西望,交头接耳,以上工作做的不好,承担经济责任10元。 2. 前厅接待员必须具备良好的自身素质和文化修养,着装要整洁整齐,口龄伶 俐,语言简练、清晰,要用普通话,不许留长发、奇发、胡须,不许佩带与 工作无关的物件,不吃带异味的食品,面部始终带有微笑,以上要求没有做 好,承担经济责任10元。 3. 前厅接待员应经常性的征询客人意见,看管好宾客意见薄,未经值班经理批 准不允许任何人擅自撕毁意见薄上的内容,以上做利不好,承担经济责任10 元。 4. 前厅接待员要善于记住经常来店消费宾客,主动了解他们的姓名和电话,协 助前厅主管和值班经理建立和完善宾客档案,对一些尊贵和重要的客人应及 时通知值班经理和总经理接待。 5. 前厅接待员应熟知公司的服务项目、硬件环境、以及价格政策,对新来店光 顾的客人应主动上前介绍,做到热情、流利。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 51 页 共 145 页 6. 前厅接待员要善于从客人的乘坐车辆、言谈举止,衣着打扮、面色神情上判 定客人的消费能力和消费需求,从而进行有针对性的推销工作。 7. 接待对消费情况有疑问的客人时,前厅接待员应配合收银员通过收银台上的 消费显示系统向客人耐心、细致的讲解消费内容,打消客人疑问。 8. 前厅接待员应及时掌握客人在前厅内进行的所有投诉意见,及时了解情况, 及时记录,及时汇报,不得出现隐瞒不报的情况,也不得有提供假情况的行 为。 9. 坚守岗位,把好门望,在没有领导同意的情况下,谢绝参观,特殊情况,经 批准可以参观的,须请客人穿上鞋套或换上拖鞋,由接待员陪同参观,时间 不能太长,一般不能超过10分钟。 10. 工作时间内无特殊情况谢绝外来人员进入营业区内找人,需要找人,由接待 员电话联系或替客人找。前厅内禁止工作人员会客或闲谈、说笑打闹、吃零 食、抽烟等不良行为,发现以上情况,承担经济责任10元。 11. 负责外来施工和内部服务人员的监管工作,内部物品绝不允许带出工作区, 外出服务人员的包要接受检查,拒绝检查者罚款10元,内部员工不得带食 品或危险物品进入公司。 12. 进入营业区的人员都要在进门处脱鞋和换鞋,将鞋放入内部员工专用鞋柜, 同时必须关好柜门,赤脚进入营业区,以上工作没有做好,承担经济责任10 元。 13. 前厅接待员应随时注意前厅内的卫生状况,如烟缸超过2个烟头、痰盂水色 不清都必须撤换,前厅内不得有明显的苍蝇飞旋,矿泉水桶摆放不能露在前 厅沙发处以外,饮水机上的水桶不能带有塑料包装。 14. 前厅接待员应管理好前厅内的设施、设备,例如空调、消毒柜、灯具、排风 等应根据客人需求、客流量等实际情况合理开关。 四、【前厅接待员的注意事项】 1、 接待员应注意客人的手牌号和鞋夹号与鞋柜号相对应一致。 2、 总台人员应注意检查收回的手牌号和鞋夹号是否一致。 3、 前厅人员应注意未结帐宾客的人数和动向,防止跑单。 4、 总台人员应及时掌握客人类型,并据此及时用报话机通告各部门做好相应的 接待工作。 5、 前厅接待员应时刻留意进出前厅的所有人员,不能出现客人或内部人员穿鞋 或不换鞋进入水区,更须杜绝男士误入女浴的情况。 6、 对团体消费中个别客人需要先行离开或要鞋的情况,应快速的利用报话机联 系相关部门,礼貌的征询拟结帐客人意向,请其在团体消费转帐单上签字后 放行或发鞋。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 7、 前厅接待员应该和收银员配合好,在没有取得收银员同意的情况下,绝不允 许自作主张把鞋递给客人,避免因过早把鞋拿给客人而造成跑单。在结帐客 人少的情况下,对一些没结帐又急于拿鞋的客人,为避免客人不满,在这种 情况下可以与收银员进行沟通,征得收银员同意后,可以给客人发鞋,但必 须安排专人留意,避免跑单。 8、 前厅接待员在代替客人到收银台结帐叫款时,应注意要双手接过客人钱,并 且应当客人面点清数好,告之客人收到客人多少钱,客人消费多少钱,在替 客人付完款以后,应将收银小票连同零钱双手交给客人,同时告之客人的消 费金额和找零金额。‚先生,收您×元钱,先生、您消费了×元钱,先生, 这是找您的×元零钱,请点收,请收好?。 第三节 前 厅 鞋 吧 服 务 一、【前厅鞋吧员的服务规程】 当前厅接待员将客鞋放到吧台上时,鞋吧员应根据客鞋上的鞋夹号将客鞋放入对应的鞋柜里,与前厅接待员落实好客鞋是否要擦,如果客鞋要擦的话,在填写擦鞋服务单后仔细的将客鞋擦亮,擦净,再将擦好的客鞋放入与鞋夹号相应的鞋柜里。 当听到前厅接待员喊到:‚请给×号先生拿鞋?时,应马上找到对应的鞋柜,迅速的拿出客人的鞋子,放到鞋部吧台上或交给前厅接待员。 二、【前厅鞋吧员的岗位职责】 1、 按客人的要求服务,保证质量、不得私自为其他人员服务,自作主张为其他 人员擦皮鞋或擦鞋不开单的,应承担经济责任10元。 2、 客人不做服务的,必须为客人把鞋上的灰尘擦掉,没有做到的,承担经济责 任10元。 3、 负责兰色防滑拖鞋的刷洗、消毒工作,必须做到每天一洗一消毒,没有做到 的,承担经济责任10元。 4、 管理好鞋吧工作,内部工作人员的拖鞋要定人定位,按摩技师个人的鞋应用 袋子装好带到休息室或更衣橱内,凡不服从管理的人员,承担经济责任10 元,没管理好的,承担经济责任10元。 5、 保持鞋吧的卫生清洁和空气清新,禁止与无工作关系的人闲坐闲谈,发现此 行为,承担经济责任10元。 6、 前厅人员过多或需要补岗的情况下,应随时补岗,积极主动的参与到前厅接 待的工作中去,否则,承担经济责任10元。 7、 爱护好客人的皮鞋,由于擦洗不当,给客人的皮鞋造成损坏或污点,应承担n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 53 页 共 145 页 赔偿客人损失的责任。 8、 为客人做皮鞋美容时,必须足量用高质量的鞋油,不得偷工减料,以次充好, 如有此行为,应承担经济责任20元。 9、 优质服务,业务熟练,细心操作,由于技术不好,没达到客人的满意,被客 人投诉,应承担经济责任10元。 三、【前厅鞋吧员的礼貌用语】 先生您好,你的皮鞋需要保养一下吗,/先生,帮您把鞋擦一下吧/先生,您的鞋子脏了,需要帮您把皮鞋保养或处理一下吗,/先生,皮鞋美容收费8元/谢谢老板/先生您好,您对我们的服务还满意吗,/先生您慢走,欢迎下次光临, 四、【前厅鞋吧员的注意事项】 1. 为客人擦鞋之前,应先将鞋中的袜子拿出,以免擦鞋时,弄脏客人的袜子, 之后应将袜子再放回对应的鞋子内。 2. 在客人同意进行擦鞋服务时,应马上检查客人鞋子有无破损或鞋标脱落不全 的情况,并及时告之客人,避免引起客人投诉。 3. 为客人擦完鞋后,应用毛巾在客人鞋内上壁和鞋口擦拭一次,以免从鞋面渗 进的鞋油或鞋口没处理好的鞋油沾染客人的袜子。 4. 为客人擦鞋前后,应尽量不要摘掉鞋号夹,如果摘掉了也要牢记,避免夹错、 夹混鞋号夹的现象发生,擦过的鞋子应及时对号入柜。 5. 对客人的鞋子内鞋垫潮湿或过脏的鞋垫,应及时予以更换新鞋垫,但在客人 离店之前不能丢弃掉客人的旧鞋垫。 6. 因擦鞋技术造成的弄脏客人袜子而引起的客人投诉的事件,首先应真诚道 歉,其次马上为客人免费更换新袜子,‚先生,真的是十分抱歉,因为我工 作的失误把您的袜子弄脏了,我错了,这是我赔您的新袜子,请您换上,给 您造成不便,真的是不好意思,谢谢您的宽恕。? 7. 因擦鞋技术不好引起的客人对擦鞋质量不满的投诉事件,首先应真诚道歉, 其次主动提出免单。 ‚先生,真的万分的抱歉,很抱歉,我的服务没能让 您满意,我很惭愧,您的鞋我们不收费了,您能让我再帮您再擦一下吗,我 再帮您处理一下吧,请您原谅?。 8. 给客人擦鞋时,特别是在夜间为客人服务时,应先仔细辨别客鞋的颜色,避 免出现差错,将客鞋擦错颜色。 9. 在客人擦鞋服务要求多的情况下,应在擦完所有客鞋后,再核对一下服务单, 或与输单处核对,避免出现漏擦,漏单的情况。 第四节 总 台 收 银 服 务 一、【总台收银员的服务规程】 当听到前厅接待员或门前礼宾员‚来宾×位?的通知时,应迅速根据客人n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 人数,拿出相应手牌号登记在客流量记录本上后放在收印台上,交给前厅接待员。 当客人进入前厅后,总台收印员应向客人鞠躬,微笑,问好,对常客或VIP贵宾应称呼出其姓,私营老板应称呼出其职位。 客人洗好出来结帐时,同样向客人致,礼,并问候客人,‚先生,您洗好了吗,先生您对我们的服务还满意吗?。 当接过前厅接待员交过的手牌或收到前厅接待员查询宾客人数的通知或‚×号先生结帐?的信息时,应根据客流量记录本上登记的情况,查询客人同来人数,如果是团体消费而客人又没到齐的话,应将客人同来人数告之前厅接待员,以便他们安排客人坐到沙发上喝水,等侯客人的朋友出来一起结算。 如果客人都到齐的话,请马上给客人结帐,并在结帐过程当中,请客人通过液晶显示屏浏览消费明细,并进行唱单,‚先生,您们×位的消费总共是×元,其中×号先生都进行××的消费…..?对客人有疑问的地方,细心解释,需要查询其他部门的,应马上联系当事人,与其沟通后答复客人,到客人对消费的帐目清楚并认可。 当客人对消费没有疑问付款结帐时,收印员应双手接过客人递过的钱款,并迅速查收,告诉客人接款金额,找款金额,并致谢. 二、【总台收银员的岗位职责】 1、 负责收银和结帐工作,做到一丝不苟,大公无私,不多收、少收客人的现金, 严格遵守财务规章制度,按规定办事,不弄虚作假,原则上的问题要多请示、 勤汇报,自作主张或责任心不强出现帐亏,钱亏,责任自负,并承担经济责 任10元。 2、 总台收银员是公司整体服务质量好坏的集中体现,要求做到,心理素质好, 有较高的自身函养,对客人说话时要口齿伶俐,语言清晰,简练,温和,自 然得体,大方,面部始终带有微笑,语言要使用普通话,衣着要整洁、整齐, 不许染发,留奇形发工,不许着浓妆,染指甲,佩带与工作无关的佩物,不 许吃带有异味的食品,以上没有做好,承担经济责任10元。 3、 实行帐钱分离,不许一人即管帐又管钱,不许自作主张少收客人的现金,工 作中光明磊落,出现挪用公款、贪污钱财,视情节轻重给予罚款、开除或送 司法机关处理。 4、 配合好迎宾服务员的工作,主动向顾客打招呼,客人结帐时一定要向鞋吧服 务员报客人手牌号,客人结帐时一定要向客人报清消费的服务项目及各种项 目的价位,找给客人零钱,要对顾客说道:找您XX元,请点好。以上做的 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 55 页 共 145 页 不好,承担经济责任10元。 5、 由于责任心不强或马虎大意出现错算、漏算等情况,除承担经济损失外,还 要承担经济责任10元。 6、 当好领导好管家,把好经济关,一切以大局为重,个人利益服从集体利益, 严字当头,做好本职工作,除了向老板、经理汇报经营情况外,不能向任何 人讲经营数字,否则承担经济责任20元。 三、【总台收银员的礼貌用语】 先生,您好,您休息好了吗,您洗好了吗,先生,您的朋友都下来了吗,先生,您总共消费了×元,先生,收您×钱,先生,找您×钱,这是找您的零钱,×钱,请点收,请收好,先生,您对我们的服务不满,或有什么意见和建议的话,请您留下宝贵意见,以便我们及早改正,先生,真的很对不起,抱歉,这是我们工作中的失误,希望您原谅,先生,真的十分感谢您的宝贵意见,我一定将您的意见转告我们的领导,及早处理,我向您保证以后不会再发生这类事情了,先生要喝水吗,先生,您慢走,您走好,欢迎下次再来,感谢光临。对不起先生,现在结帐的客人太多了,您喝杯水稍等一下好吗,,现在给您拿鞋的话,,容易造成我们收银混乱,请您多多理解,多多原谅。 四、【总台收银员的注意事项】 1、 客人寄存的物品及现金应严格保管,并填写客人贵重物品寄存登记表,同 时给客人出具物品物品寄存凭证,注明寄存物品的名称、数量、和客人手 牌号,客人取物时应同时出示凭证和手牌,客人寄存的物品收银台人员应 妥善保管,如有丢失或发错,由保管人自行负责赔偿。 2、 收银台一般情况下须结清帐后方可通知接待员给客人发鞋,如果客人未结 帐先要鞋的话,先向客人解释那样会造成收银混乱,请客人谅解,如果客 人一再坚持的话,及时和前厅主管小声沟通好,安排专人负责留意后,可 以通知鞋吧发鞋。 3、 如客人在结帐时要求免零和折扣,收银员应根据抹零、打折的金额和权限 及时请示主管、值班经理和总经理予以处理,特别是对一些经常来店高消 费的客人或身份特殊的VIP客人,应马上联系经理级以上人员亲自迎送接 待。 4、 营业期间前厅接待还应做好宾客档案、宾客意见、宾客投诉的记录和汇报 工作。对执法部门来店消费人员应发放20号以内手牌号。 5、 已洗浴未结帐的客人外出办事,必须收取超出微机内消费记录100元的抵 押金,时间不能超过6小时,超时必须另行开号结帐,对要求带手牌离店 的客人应收取500元电子锁抵押金。 6、 夜间收银员应使用夜间专用手牌号,在查询水区和二楼休息厅无客人离店n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 时关闭收银台内所有设备,并在交接班时检查交接这些设备的使用情况, 发现问题及时上报。 7、 收银员接班后应与交班收银员认真交接,对宾客的要求,人数和手牌号、 帐单、帐目进行全面交接,同时准备好当次营业所需要的零钱、发票、打 印纸、方便袋等物品。 8、 在宾客进行内部储值卡消费和银联卡消费的时间,应通报客人卡内现有金 额和消费金额以及卡内余额,并记清贵宾卡号,请客人在消费小票上签字。 第五节 男 浴 更 衣 室 服 务 一、【更衣室服务员的服务规程】 一更服务员听到来宾铃声时,应马上拉开一更大门,迎接客人进入更衣室,并向客人鞠躬微笑问好,并接过牌号,将客人引领到与客人手牌号相应的柜子前,为客人打开衣箱,不忙时拿出衣架帮助客人挂衣服,锁箱同时先提醒客人检查好自己的物品,做拉箱门的动作示意客人箱子已经锁好,随之双手将客人的手牌带/套到客人的手上,打‚请?的手势引领客人到水区门口,交接给水区服务员。 客人洗好后,到二次更衣室,服务员再次鞠躬微笑问好,并用浴巾为客人擦拭全身,适当敲背,敲背同时问客人您需不需要上楼休息,如果客人休息的话,询问每一位客人是否需要一次性浴衣,为客人打开桑拿服帮其穿上,同时做好按摩和其他项目介绍和推销工作,客人穿好桑拿服以后,帮客人换上兰色拖鞋,打‚请?字手势,将客人引导到上二楼处,说‚先生楼上请,先生休息好?,不忙的时间将客人带到二楼交接给二楼服务员,忙的时间可以按呼叫门铃或向二楼喊‚贵宾×位?通知二楼服务员进行接待。 如果客人不休息,二更服务员应将客人引领到一次更衣交接给一次更衣服务员,一次更衣服务员应向客人鞠躬问好,同时接过客人手牌号,说‚先生,您洗好了,先生,您不到二楼休息吗,先生,请把您的钥匙牌给我,我帮您打开柜子吧,?,得到客人允许后替客人开箱,如果不忙,帮助客人取衣物,擦脚、穿袜子和擦干拖鞋,客人更完衣后要提醒客人是否还有物品遗漏,得到了客人‚没有了?的肯定后,方可拔出钥匙,将客人送到一次更衣门外,并致送辞。 二、【更衣室服务员的礼貌用语】 先生您好,欢迎光临,先生慢走,欢迎下次再来,先生,请把您的手牌给我,这边请/您的柜子在这边先生需要帮忙吗,先生请更衣,先生,我来,帮您挂衣服,吧,先生,您的柜子已经锁好了,先生需要XX物品吗,先生请拿好手牌, n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 57 页 共 145 页 先生,您如果带有贵重物品的话,我建议您交吧台保管/寄存吧台,先生,请带好/保管好您的手牌,先生,这边请,先生您洗好,水区服务员照顾/欢迎/迎接贵宾×位 先生请到三楼做按摩,先生请带好您的物品。先生您好,洗好了吗,先生请用一次性内裤,先生请到三楼做按摩,先生请到休息厅休息,先生请放心,我们的浴衣/面巾绝对是经过高温消毒的,一客一换的。先生楼上请,先生我帮您擦一下脚吧,先生,我们三楼按摩技师的技术和形象都是济宁一流的,您上去体验一下吧,先生我们公司最新推出××项目,您可以体验一下,包准您满意,我想您一定会满意的。 三、【更衣室服务员的岗位职责】 迎接进出更衣室的客人,主动招呼客人更衣,出现不主动招呼客人更衣的行为,承担经济责任10元。 客人在脱衣服时,要注意观察客人的长相特征,一定要注意客人的手机和钱包等贵重物品是否失落在地上,如果拾到要交还客人或总台,超时不交者视为盗窃行为,根据情节轻重,交派出所、开除、警告、罚款等处理。 更衣室服务员担负着看管客人衣物及物品的责任,要求服务人员一定要有责任心,认清每个客人和他们更衣柜的位臵,防止客人开错衣柜,穿错衣物,发现衣柜锁有问题,应及时修理或上报主管经理,由于责任心不强,出现上述情况要承担经济责任10元。 客人用过的毛巾要集中扔在桶里,浴服要送给二次更衣服务员,穿过的一次性内裤及杂物要集中扔到垃圾袋中,座子上的铺巾始终要保持干净整洁,地面、台面、柜面不许有头发、杂物及污点,发现有不卫生的地方,承担经济责任5元。 始终保持更衣柜的卫生清洁无异味和更衣柜内挂衣架的数量,严禁服务员私自开锁,否则视为盗窃行为,私自配钥匙视为盗窃行为,有盗窃行为的人,送交派出所处理。 负责向客人介绍推销商品和搓背、按摩等服务项目,做到能够流利、准确,同时负责向客人讲解各项服务项目的价格、时间、功效和特色,指导客人使用美容护发品,以上工作没有做好,承担经济责任5元。 客人二次更衣前主动为客人擦去汗水,然后递给一次性内裤、外裤,为客人穿好桑拿服并系好腰带,以上工作没有做好,承担经济责任5元。 做好桑拿服和巾被品回收工作,桑拿服客人只能穿一次,不许给客人重复穿用,回收的桑拿服和巾被品要分门别类的扔到相应的回收桶中,不得扔错,更不得四处摞放,以上工作没有做好,承担经济责任5元。 负责男浴巾被品和桑拿服的保管、送洗及验洗工作,由于保管不当,出现丢失,n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 除负责赔偿外,还要承担经济责任10元,由于验洗不严格,抽查发现有洗不干净的地方,要承担经济责任5元,因催洗或领用不及时影响正常营业的,承担经济责任50元。 随时留意客人动向,保证客人着浴衣进入休闲大厅,如果出现客人没穿浴衣进入前厅和二楼休息厅的情况,承担经济责任50元。 坚守岗位,不许无故脱岗、串岗,有客人时绝不允许坐视或做一些不礼貌的动作,双手交叉向前或垂直向下,不许有弓背、弯腰、曲腿、说笑、抽烟、吃零食等行为发生,出现上述行为,承担经济责任10元。 无客人时,可以在自己的工作区坐息,听到有客人的信息时,立即到自己的位臵站立,发现有客人进入工作区时,还在坐息,承担经济责任10元。 与工作无关的物品不准带入工作区内,始终保持工作区内的卫生整洁和空气新鲜,做到无杂物、无异味,以上工作做得不好,承担经济责任5元。 做好兰色、绿色拖鞋的清洗整理工作,做好排风、温控工作,发现有事故隐患没有及时上报,承担经济责任5元。 对发现的携有贵重物品的客人应告之其将物品交给总台保管,对穿衣准备离开的客人应请其检查是否有遗忘的物品。 对洗浴后的客人进行干身时,应作到力度适中,加点敲、捏手法,动作应稍缓,以便让客人感觉我们在用心服务,此时应是推销桑拿服的最佳时机了。 四、【更衣室服务员的注意事项】 1、 对上级安排的重要宾客或A级内招宾客或经常来店消费的宾客,手牌号为 58,158,88,188,66,166或总台通知的手牌号,应尽量从各种渠道收集 客人信息,在其称谓前加上姓氏职位,以便显得亲切一些,例如‚李大哥, 赵老板,王总?, 并进行跟踪服务,但对一些机关领导切勿称呼其姓名和 职务。 2、 对宾客存放的贵重物品,应明确登记,对号发放,妥善或专人保管,特别 是手机和钱款。 3、 对带有内招手牌,手牌号20号以下,的客人,除A级内招客人外,应尽 量不往二楼引导,不做任何推销工作。 4、 引领客人时,不能距离拉的过大,避免出现开错柜子的情况,应记清柜子 的号码和客人的体貌、手牌号相对应,避免出错。给客人开柜应对号对人 开箱,保障准确无误。 5、 对在洗浴中开柜取物的宾客应予以留意,避免有人调换手牌,发生偷盗事 件,夜间服务生应特别注意防盗问题,发现每一位客人有异常行为,必须 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 59 页 共 145 页 通知主管或总值人员给予清查。 6、 在推销时,应避免出现误导消费,对客人讲明价格,视客人消费能力进行 推销。 7、 帮助客人打着哩水,吹干头发的时间应注意用毛巾挡住客人的眼睛,避免 弄伤客人的眼睛。 8、 对客人脱下的桑拿服应予以检查,防止客人有物品遗漏。烟、手机、钥匙 牌,提醒客人随身携带好物品。 9、 在引领客人到二楼时,应与二楼服务员交接好,交代清楚客人消费类型, 但应讲究语言技巧。避免言辞不当引起客人反感。 10、 当客人有物品报失时,应只做安慰处理,给客人到水,帮客人回忆,但决 不能随便发言,应马上联系主管人员。 11、 对客人的询问应口径一致,对不清楚、不了解的情况坚决不能乱讲,给客 人以诚信,减少漏洞,减少事端。以维护形象 12、 一更应给换干拖鞋,避免让防滑拖鞋弄湿客人袜子,对下楼二次沐浴的客 人应换上防滑拖鞋。 13、 二更和水区门口铺放的巾被应及时铺平,及时对地面上的水渍,毛发,和 更衣柜下的边角卫生进行处理。 14、 其他部门人员应客人要求开箱取物时,必须有水区主管在场或其他部门主 管两人以上进行。 15、 帮客人锁好柜子后,应做‚拉门?手势,让客人了解柜子已锁。 16、 尽量引导客人使用高温消毒毛巾,避免耗品和消耗,时刻提醒客人过量使 用洗浴用品有害肌肤和毛发健康。 第六节 男 浴 水 区 服 务 一、 【水区服务员的服务规程】 当客人进入浴区时或听到更衣室服务员接待客人的通知时,水区服务员应马上上前迎接客人,先把客人让到淋浴区,引导客人进行淋浴,【服务用语:‚先生,请先淋浴,您先冲一下吧?】,然后快速而熟练的打开淋浴器,调节水温,水温一定要适度,不准超过38——40度,然后退出淋浴范围,向客人做‚请?字手势,‚先生,水温已调好,请淋浴?‚需要帮忙吗?等工作中常有礼貌用语。 客人淋浴完毕时,应做‚请?字手势引导客人进行冲浪池浴或中药浴,并通知机房打开冲浪。给客人讲解药浴的功效以及由来,并介绍脉冲、冲浪的乐趣,桑拿浴、蒸气房的舒适。当客人冲好淋浴要进入脉冲、冲浪池时应注意观察,当心滑倒,对客人的冲浪姿式是否正确,可以提出指教、正确的方法, 当客人离开冲浪、脉冲浴池时,请马上关闭开关,在无人的情况下,,客人进入桑拿房或蒸气房时,要打手式或语言提示,‚先生,蒸一蒸?‚给您送冰n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 水?或‚先生您的冰水?,必须手托盘接送。 桑拿房的开启时间安排:中午12:00以后可以开一个,必要时打2个,下午17:00——19:00无客人时可以关闭,晚23:00以后可以关闭,无客人蒸的时候,无须打开开关。在上班时浴区的职员应先冲一下桑拿房内的木板,防止干裂,要有规定的时间,无客人的时候可以进行,切勿向房内壁灯洒水,热的时候容易炸裂。 在客人蒸完之后,桑拿房门口的服务员应询问客人是否搓背。 ‚先生/老板,您搓背吗,?‚洗冲浪吗,?,如果客人提出搓背,应马上将客人引领到洁身区请搓背技师接待好,要求服务周到。 客人搓完背后需要洗漱时,应引导客人到坐浴区,先用热水将坐浴凳冲热,然后请客人入浴,服务用语:老板,您请这边洗漱,老板,您稍等,我帮您冲一下凳子,老板请入浴,老板,洗好,一定要给客人拿洗发水、牙刷,挤牙膏和摩丝,在客人漱口时要递上口杯,客人要用沐浴露时,应帮客人打好后背的沐浴露,服务要热情周到,做一些力所能力的事,遇见年幼的、年长的或醉酒的客人,服务要更加周到,随时跟服。平时要注意工作中的卫生,桑拿浴和蒸气房的卫生要做到干干净净。在上客高峰时,要求在浴区的职员做到忙中有序,错而不乱。 在客人洗完澡进入更衣室时,先由浴区职员拉开门,不但要有语言提示,‚洗好了先生?‚请到外面擦一下?,而且交待二次更衣的职员给先生擦一擦身上的水‚ 二、 【水区服务员的岗位职责】 1、 负责浴区所有的服务工作,包括:迎宾、递毛巾、挤牙膏、递牙刷、送刮 胡刀、送冰巾、送矿泉水/冰水、打沐浴露、挤洗发液,介绍和指导宾客 使用洁身、洗发、护发、美容等洗浴用品等一系列细微的服务性工作。 2、 负责蒸汽浴、桑拿浴设备的开关、调温,做到有客人不能关炉,无客人一 定要关炉。桑拿炉温度一定要适宜,一般情况要掌握70?左右。桑拿房和 蒸汽房的卫生一定要干净彻底。做到经常性的整理,桑拿室内应经常性的 喷洒啤酒或挂放菠萝,保障室内的气味宜人,桑拿凳上摆放的巾被一定要 平整,房内不得有客人遗留的毛巾、冰巾、口杯。 3、 负责浴区物品的领用、摆放和保管工作,领用时要以旧换新,不得弄虚作 假,出现丢失,按购进价赔偿,由于弄虚作假或管理不当出现的物品丢失 或损坏,除要承担赔偿责任外,还要承担经济责任10元。 4、 负责所有需要清洗巾被品的收集工作,数量一定要准确,不利损公利己, n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 61 页 共 145 页 如果出现不良现象,要当天所有的洗涤及经济责任10元。 5、 在客人洗浴过程中始终要保持座浴,淋浴等区域的卫生整洁。由于责任以 不强出现不卫生的情况,承担经济责任5元。 6、 及时准确为搓背师送签搓背服务单。由于责任心不强出现迟送、误送、漏 送的情况,由服务人员承担其经济责任。 7、 积极主动参与搓背师的集体卫生清理工作,由于故意逃避劳动一次的要承 担经济责任5元。 8、 有客人就有服务人员在,工作中无故脱岗,客人没有接受服务,服务人员 要承担经济责任10元。 9、 负责浴区所有洗浴用水的加温、测试、过滤,温度始终保持标准衡温及水 量。 10、 负责所有浴具喷嘴的清洗。由于清洗不及时,造成喷头有污物的,承担经 济责任10元。 11、 负责四个水池的服务工作,做到客人上、下池有人扶的良好习惯。由于服 务不到位,出现客人跌倒等情况,承担经济责任20元。 12、 负责洁身设备、冲浪设备、桑拿设备、音响设备的开关,做到无人洗浴设 备关,有人洗浴不得关设备的习惯。由于责任以不强出现违犯上列情况的, 承担经济责任10元。 13、 负责在客人洗浴过程中,水面、池沿及水中的卫生清理工作,以上工作没 有做好,承担经济责任5元。 14、 下班前要将浴区顶部水珠清理掉,清理不彻底,承担经济责任5元。 15、 在客人洗浴过程中,不得用蒸气给水加温,否则要承担经济责任5元。 16、 淋浴、座浴在客人就浴前必须把管道中的凉水放掉,否则每发现一个喷头 有冷水,承担经济责任5元。 17、 积极参与搓背技师及浴区服务员的集体卫生清理工作,在服务过程中做到 分工不分家,如果出现不参加集体劳动及推诿扯皮的情况,承担经济责任 10元。 18、 保证客人用水温度合适,人为过冷、过热的现象,要承担经济责任5元。 19、 保证工作区域的卫生整理及器具的卫生清洗,器具不卫生或地面不卫生, 每发现一处,承担经济责任5元。 20、 负责保管好所有物品,出现丢失按购进价赔偿。 21、 做好药物的保管、领用工作,药粉包装袋不得丢失,以空袋换领药物,如 果出现少一空袋,承担经济责任5元。 22、 坚守岗位,工作时间不得脱岗、串岗、睡觉,不准抽烟、吃零食以及把个 人物品带入工作区内,每发现一处,承担经济责任5元。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 23、 自己在没有客人的情况下,要协助浴区服务员做好服务工作,同时向客人 介绍木桶药浴的好处及特点,如果不主动介绍客人洗中药浴,要承担承担经 济责任5元。 24、 要熟练背诵各种中药浴及营养浴的作用及特点,经提问答不上来一次的, 承担经济责任5元。 三、【水区服务员的礼貌用语】 先生您好,洗中药浴吗,中药浴的好处特别多,先生您感觉水温可以吗,要喝水吗先生,先生您慢走,小心地滑,先生看一下手牌好吗,先生洗中药浴时间半个小时最好,先生中药浴要经常洗,先生慢走,欢迎下次再来。礼貌用语:先生您好,先生洗中药浴吗,先生水温可以吗,先生请刷牙,先生请慢走,小心地滑,先生请到三楼按摩,先生请到休息奇休息,欢迎下次再来。先生您好,先生洗中药浴吗,先生水温可以吗,先生请刷牙,先生请慢走,小心地滑,先生请到三楼按摩,先生请到休息厅休息,欢迎下次再来。 四、水区服务员的注意事项 1、 客人座浴时,应用高温水喷洒座凳,加热坐凳。 2、 在客人洗浴过程中应随时提醒客人小心地滑。 3、 干蒸前应提醒客人润湿头发,避免干蒸时伤害发质 4、 干蒸过程中应深刻留意客人,提醒客人不要在干蒸室内睡眠,发现客人有 不适状况,及时处理。 5、 如有发现有客人想在水区小解或身带肥皂和洗发液进入冲浪池时,应婉言 劝止,以保障洗浴区的清洁卫生。 6、 老弱病残或饮酒过量的客人应建议其进行座浴,避免站浴摔倒,防止客人 进入高温池和桑拿室。 7、 客人上下池和二楼搓背区必须进行搀扶。搓完背下床的时间也必须搀扶 8、 经常性的留意和检查淋浴热水,温度超过50度时,应马上通知锅炉房处 理。 9、 池水加温时,应有专人看管加热池,不能让客人进入,同时冲浪池在加水、 加热时,会导致站浴淋浴器中水温度升高,应提醒客人暂时离开,由服务 人员调好水温后,再进行洗浴 10、 因加热管道坏漏,加热时水区靠近2、3、和大池中间部位地面温度偏高, 应提醒客人不要光脚踏行该部位,避免烫伤。 11、 水区内服务员应随时检查水区内水池温度,,一号池为凉水池,二号池为 旋涡池水温应保持在夏天38度/冬天42度,三号为中药池水温应保持在n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 63 页 共 145 页 夏天42度/冬天45度,大池为水床冲浪池水温应保持在夏天38度/冬天 42度,桑拿房、玉石房温度应保持在65-70度为宜,在营业高峰期,如各 池温度达不到以上标准时应及时通知机房加温,在水池加温时,服务员坚 决不能离开现场,看护好客人不能进入正在加热的水池中,以免被烫伤。 12、 水区地面因客用洗发水、香皂等液体润滑,很容易滑倒客人,所以水区服 务员应随时留意地面打滑程度,并及时做冲洗处理,对在二楼蒸玉石桑拿 和搓背准备上、下楼的客人应予以提醒和搀扶,防止客人摔倒。 13、 及时做好水池水面悬浮物的处理工作和池底排污工作。 14、 对醉酒或年迈或体胖的客人进入热水池和桑拿房的应时刻关注,发现客人 有不适状况,赶快予以抢救。 15、 冲浪水床在无人进出时,桑拿炉在下半夜应保持关闭状态。 16、 尽量引导客人使用高温消毒毛巾,避免一次性毛巾的消耗。 17、 向客人讲解各项洁身设备、洗发、洁身用品的性能和使用方法。 18、 注意洗漱用品架上的物品一定要摆好,了解每种用品的功能和用途,指导 好客人正确使用,并时刻提醒客人过量使用洗浴用品有害肌肤和毛发健 康,特别是放香皂的香皂盒应经常清理,不能存有黏液和水。 19、 服务人员在交接客人时,一定要交接清楚和准确,不能出现服务中的脱节 的现象。 第七节 休 闲 厅 服 务 一、【休息厅服务员的服务规程】 休息厅服务员在听到二更的宾客铃声或通知后,应迅速到达楼梯口,鞠躬、微笑、问好,迎接客人,同时询问宾客的消费意向,做好三楼按摩项目的推销工作,‚先生,您想到三楼做按摩,还是到休息厅休息呀?,‚先生到三楼做个按摩吧,我们家的按摩小姐的技术和形象都是济宁一流的,您上楼感受一下吧?。‚先生,贵宾按摩区在三楼,,三楼是泰式按摩区,四楼是骑式按摩区,二楼是足疗休息区,, 在得到客人准备到三楼做按摩的信息后,应做‚请?字手势引领客人到三楼交接给三楼服务员,在客人多,来不及送客人上楼的情况下应大声通知三楼服务员迎接客人,服务用语‚贵宾×位?。 在得到客人准备到休息厅休息的信息后,服务员应做‚请‚字手势引领客人到休息厅门口,同时询问客人同来人数,‚先生,您一位吗,先生,您的朋友还没上来吗?‚先生,总共几位呀,?,遇到几位客人一起上来的时候,在拿不准客人是不是一起的情况下,应询问客人‚几位是一起的吗,? 在客人进入休息厅后,休息厅内服务员同样应先鞠躬、微笑、问好,然后根据客人的数量将客人引领到相应的休息区域,请客人躺下休息。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 待客人躺下以后,服务员应采用半跪式服务,在客人右前方位臵,轻声询问客人需求,同时做好商品和足疗项目的推销工作,在客人表示不需要其他服务时,询问客人需要不需要加被,告之客人呼叫器的使用方法,随后摆正客人的拖鞋,轻轻站起,向客人致祝词,‚先生,您休息好。? 客人休息好准备离开时,休息厅服务员应及时赶到客人身边,引领客人并将客人送出休息厅,‚先生,您休息好了,您不再多休息会儿了,,先生这边请,先生您慢走?。 二、【休息厅服务员的岗位职责】 1. 休息厅服务员应全面了解公司的服务项目,熟知各种商品和按摩的价位,做 到能够准确无误的回答客人的提问,以上没有做好,承担经济责任10元。 2. 始终保持大厅内的卫生整洁,休闲中的客人不能断水,烟灰缸勤换勤擦,没 有做好,承担经济责任5元。 3. 休息厅服务员应不断的巡查工作区,及时发现和了解客人需求,力所能及的 为客人做一些像加水、点烟、摆拖鞋等细节服务,如果做利不好,承担经济 责任5元。 4. 工作时间内不许大声喧哗、说笑、打闹,看电视,更不允许擅离岗位,扎堆 聊天,做与工作无关的事情,违者承担经济责任5元。 5. 做好班前卫生和班后卫生,经常换洗铺巾,做好通风防火工作,下班前一定 要检查彻底,看是否还有燃着的烟头,如果发现有燃着的烟头没有处理好, 要承担经济责任50元。 三、【休息厅服务员的礼貌用语】 先生您好,里边请,先生,请问您需要矿泉水还是茶水呢,先生需要点什么,先生您好,您有什么吩咐吗,先生您好,我能为您做点什么,先生,这是您,点,的茶水,或纯净水,,先生请慢用,先生休息好,先生,如果您有什么需要,和吩咐,的话,请使用茶几上的呼叫器呼叫我们,以便为您及时服务,先生您好,先生,我们三楼贵宾按摩区有30多位按摩小姐,形象和技术都是济宁市一流的,同时有三种价位的按摩可以供您选择,,泰式。。。骑式。。。中式。。。三种按摩手法各有特色,我建议您上去体验一下,先生走好,欢迎下次再来 四、【休息厅服务员的注意事项】 1. 当客人来到自己的区域,区域服务员马上向客人问好并将客人让到休息床 前,客人躺好后,为客人盖好毛毯,将客人的毛巾叠好成四方形放在茶几上, 将客人的拖鞋摆至沙发左侧。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 65 页 共 145 页 2. 向客人询问是否需要酒水或者做按摩,注意要用礼貌用语。例如,先生,你 们喝点什么,先生您是否需要按一按脚或做其它项目, 3. 在客人点要酒水,需要了解客人手牌号时,应注意语言表达方式,言语尽量 婉转、柔和,带征求语气,,先生小姐麻烦您把您的手牌给我看一下好吗, 先生,我可以看一下您的手牌号吗,,而且应注意上、时下酒水必须使用托 盘进行半跪式服务。 4. 每个烟盔缸超过3个烟头必须换调,换烟盔缸必须使用托盘,拿一个新的盖 住旧的拿到托盘上,再把新的放到客人面前,旧的拿走。 5. 做好足疗技师的记钟工作,控制好足疗技师的上下钟时间,全面掌握客人对 足疗技师服务水平的意见,及时汇报,准时在足疗技师为客人做足底按摩35 分钟时,给足疗技师送敷脚用热毛巾。 6. 休息厅服务员随时注意清理休息厅内吧台上的杯具,不得在吧台上乱摆、乱 放物品,同时不得依、趴在吧台上,不得在吧台前或客人能看到的区域内饮 水和喧哗。 7. 夜班中应随时提醒客人保管好自己的贵重物品,特别是手机,建议客人将贵 重物品寄存到吧台保管,做好寄存物品的登记。 8. 随时检查工作区域内的垃圾筐、巾被品、客用茶几上的物品和客人的拖鞋是 否需要整理,检查地毯上有无杂物和客人物品,特别应注意吸烟的客人,避 免没熄灭的烟头烧毁地毯和沙发。 9. 当客人休息好后准备离开时,应提醒客人带到自己的物品,特别是手机、烟 和手牌,客人走后,应马上检查、整理客人休息过的沙发上是否有客人遗留 物品,发现后及时交还或上缴。 10. 休息厅服务员应随时留意和调整休息厅内的气味、湿度、温度、光感度,电 视节目和音量,控制好通、排风,做到厅内总的休息环境清新、舒适宜人。 11. 对有叫醒服务要求的客人,应做详细记录,明确记录客人所在位臵,第×排, 沙发号,体貌特征,穿什么样的桑拿服,,并在交接班中交接清楚,在客人 要求的时间内准时叫醒客人。 12. 休厅进门处有台阶,因休息厅内灯光较暗容易拌倒客人,所以要求门口站位 处服务员应随时提醒进出休息厅的客人小心台阶,或予以搀扶,避免客人拌 脚或摔倒。 13. 演出期间,服务员必须做好服务,严禁观看节目,并带头鼓掌,无工作需要, 不得在影响客人视线的区域内随意走动。 附: 酒吧间服务程序 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 ,一,班前准备工作程序 1、整理酒吧卫生。每天正式营业前按卫生标准整理。按下列步骤操作: ,1,清——清理吧台内外杂物和废弃包装物。倒入垃圾箱。 ,2,擦——用干湿布擦拭吧台、吧柜、酒水间桌椅。按从上到下、从左到右、从里到外顺序擦拭。 ,3,整——整理吧柜、陈列架上的酒水,按规定位臵摆好,商标朝外。倒放、竖放的酒瓶要整齐。整理酒台上的酒具,擦拭干净。整理调酒用具,摆放整齐。 ,4,观——观察整理效果。确保卫生标准,不留卫生死角。 2、检查营业准备。主管或领班查看酒水柜台的各种饮料、进口酒、国产酒是否齐备,各种调酒器具准备情况、吧台布臵、环境卫生,酒吧设备是否达标和齐全完好。并签单补充当日需要的酒水。 3、查看营业报表。主要是看前一天的营业报表,检查销售情况。 4、做好餐厨联系。与中餐厅、西餐厅、宴会厅联系,掌握当日各餐厅主要活动对酒水的需要量和要求,并与厨房联系,做好酒水、小吃准备。 5、召开班前会。传达餐饮部经理有关指令,布臵当天工作,检查员工着装仪表、个人卫生,记录员工出勤,提醒注意事项,准备迎接客人。 ,二,酒水补充领用程序 1、每日班前由调酒员根据酒水销售情况开领料单,点清领用品种名称、数量。交酒吧经理审批签字。 2、酒吧经理签字后请餐饮部经理签字,然后到酒水库房领取。 3、领用的酒水由当班经理和调酒员复核检查,确认签字后,按固定酒吧冰柜或储酒架固定位臵存放。 4、调酒所需要的配料由调酒员开单,到厨房或餐饮部领取,保证营业需要。 ,三,酒吧服务程序 正式营业开始按下列程序操作: 1、客人到来 ,1,领位员主动问好,引导客人进入酒吧 ,2,拉椅让座,递送酒单,请客人点酒 ,3,坐吧台高凳的客人,直接引到吧台就座 2、点酒服务 ,1,客人点酒,主动介绍酒水特点、口味 ,2,开好点酒单,询问客人是否用小吃,并复述一遍 ,3,坐吧台高凳上的客人点酒,也要开点酒单,做好记录 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 67 页 共 145 页 3、调酒服务 ,1,按客人所点鸡尾酒或混合酒,明确酒水名称,配方 ,2,拿出酒杯,按配方要求配酒,量度准确,步骤合理 ,3,调酒时面向客人,商标让吧凳上的客人能看见 ,4,需要配料、装饰的鸡尾酒要配齐。冰块用量适当 4、开瓶服务 ,1,按客人所点酒水取来酒瓶,将酒瓶放在左手中布中间 ,2,将口布拉起,商标露在外面,请客人确认 ,3,先倒入1/5杯,请客人品评 ,4,客人认可后,按先宾后主、女士优先原则倒酒,请客人饮用 ,5,每倒一杯酒,将瓶子转动一下,用口布擦瓶口 5、递酒服务 ,1,调好的鸡尾酒或混合饮料用托盘送至客人桌上 ,2,从宾客右侧上酒,拿住杯子下部,轻拿轻放。不可用手触握杯口和瓶口 ,3,递酒时客人点用的小吃一起送上 6、添加巡视 ,1,客人酒水剩下少行时询问客人是否添加酒水。按客人意愿添加 ,2,随时撤掉客人用过的盘子和酒瓶、空瓶 ,3,注意巡视酒吧,随时应客人要求提供服务 7、酒水结帐 ,1,客人要求结帐,从收款台取来帐单 ,2,将帐单反面朝上放在客人右手桌上,小声告诉客人 ,3,客人付现金,当面点清。客人挂帐,请客人签字 ,4,客人用信用卡结帐,先检查刷卡,再开单请其签字 ,5,送客人离去,表示感谢 8、结束工作 ,1,当天营业结束,整理好酒吧,将剩余酒水放回原处 ,2,检查酒水食品销售情况,作酒吧营业总结报告 ,四,酒吧服务注意事项 1、积极推销。服务员要始终坚持微笑,要主动介绍酒水特点、口味、根据客人爱好提出建议。 2、上酒水、饮料和小吃时一律使用托盘。不得直接用手拿取。 3、开瓶前要先切掉金属薄片、用布巾按软口塞及瓶口。开红葡萄酒,切忌用力晃动防止沉淀物上浮。开有气的酒水,必须轻拿轻放,切忌瓶口对着客人 4、为单人客人服务,可适当陪客人说几句话,使其开心。为成双成对的客人服n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 务,不要乱插话,也不要侧耳细听。 5、服务酒水时必须掌握好温度。红酒以15摄氏度——17摄氏度为宜,白酒以10摄氏度——12摄氏度为宜,啤酒和香槟酒以6摄氏度——8摄氏度为宜。 6、需要加冰块的酒水,必须按定量加冰。客人若要添加冰块,可随时添加。 7、酒吧客人消遣时间较长。客人饮酒消遣慢,不应有催促客人的举动。 8、若有客人醉酒,不能有轻慢态度,更不可取笑。醉酒客人暂时离开,要保留桌面食物原样。 酒吧服务质量标准 ,一,接待客人 1、酒吧设领位员,仪表端庄,着装整洁,迎送客人彬彬有礼。 2、引进客人时,步履轻盈,微笑服务 ,二,酒桌服务 1、酒吧服务员能较好地掌握酒水知识和上酒方法技巧,能较好地与客人沟通。 2、待客热情,服务迅速。正常或营业低峰期时,客人点酒水后4分钟内送上,营业高峰期时,保证6分钟送上。 3、酒桌布臵较好,台面清洁卫生。台上烟缸无破损、无污迹,餐巾折叠美观,酒牌干净卫生。 4、为酒会服务时应使用托盘,斟酒时商标朝向客人。杯中酒水剩1/3时,方可询问客人是否添加。 5、烟缸内不得超过3个烟头,随时更换。 ,三,靠台服务 1、客人到来,服务员笑脸相锭,递上酒单,态度热情 2、客人坐好后,主动询问要求,接受点酒,配制酒水快速准确 ,四,结帐服务 1、结帐时帐单检查准确无误,呈递客人过目,态度端正。 2、客人付款结帐,钱款与挂帐手续完善,客人结帐后表示谢意。 3、客人离台后,4分钟内重新整理好台面。 游泳池工作程序 第一,游泳池设备、池水维护管理程序 1、 早班上班先查看晚班水质抽验记录和水泵运转情况记录,检查机房内电掣开 关和水线开发情况。如有问题立即报告领班,上班1小时后才报告的责任要 自负。 2、 开启游泳池平衡系统的浮球闸线和大小池补充闸阀,平衡水池标本水位。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 69 页 共 145 页 3、 开启游泳池进水阀,关闭过滤后总控制阀,打开循环过滤后进大、小池水阀, 分别放满两池水,并使水面油积漂浮物落出,流进水渠,保持水面清洁。 4、 打开过滤后总控制阀,关闭主水泵的吸入阀,开启主水泵、真空示排气阀和 真空泵进入阀及总电源开关,排气管有水流出后关闭排气阀和补充水阀。 5、 开启真空泵1-2分钟后,关闭泵的吸入球阀和真空泵,同时开启主水泵,关 闭真空泵补充水阀。 6、 每天早上在停止真空泵时,开启沙缸排污阀,把变向手柄扳向倒流位臵,反 洗时间视污水清浊而定。 7、 反洗沙缸后,关闭进入沙缸阀,并把变向器柄扳向过滤位臵,打开进入沙缸 阀,使池水得到反复过滤循环。 8、 施加消毒药水氯酸钠,加入定量的明矾,分别开启药水泵的电源掣,循环过 滤,消毒池水,约1小时泵完药后,关闭药泵。 9、 用清洁捞网去水面浮积物,经常保持水面清洁。 10、 池水净化或机泵运转中如有特殊情况,立即报告领班,并作好记录交班。 没有书面交班,导致工作出现差错,责任自负。 11、 关心本岗位范围的公共设施,经常观察及时报告设备的损坏情况,及时 报修。 12、 打扫机房及机房后门通道,经常保持清洁,确保游泳池内走廊和水面清 洁。 13、 每次泵完药后抽验水质余氯量一次,并做好水质抽验记录和余氯量、水 温、气温登记,早班下班前再抽验一次,保持水质要求标准。 14、 加药消毒,净化水池后,发现池底有沉淀物,及时用潜水泵清理,确保 池底清晰。 15、 机房一切设备的运转起止时间,必须在机械运转情况记录簿里登记。 16、 晚班员工下班前抽检余氯量一次,并做好余氯量和游泳人数记录,以便 更好地净化池水,积累经验。 17、 抽检后停止机房一切机械运转,关锁药品房和机房。 第二,游泳池接待服务工作程序 1、 服务员提前5分钟上班,查看交班记录,整理池边,清理消毒室卫生,准备 好服务用品。 2、 客人到来,主动迎接,提供更衣柜和钥匙,指明更衣柜位臵。 3、 客人游泳时,适时巡视各种设备运行情况,发现故障及时报修,同时注意观 察池水和客人,发现异常及时抢救,保证客人安全。 4、 若客人需要,适时提供酒水、饮料。先问清客人要求,开好酒水单,写清种 类、名称、数量,用托盘送给客人,并将酒水单交服务台入帐。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 5、 若客人未带游泳衣,引导客人到服务台购买。服务员做好登记,收取现金。 6、 提醒带小孩的客人看管好自己的小孩,1.4米以下的儿童不得进入深水区。 7、 客人离开,及时检查更衣柜,收回钥匙,并在登记表上记录客人离开时间, 按规定的时间收取费用。 8、 服务过程中,随时注意收回客人用过的浴巾、饮料瓶,整理更衣室,擦拭台 面、地面,保证卫生。 9、 营业结束,清点游泳物品,关好更衣室和游泳房门,关灯。 10、 每班下班前,填制泳池营业日报表,核对帐目,并按规定做好交接班。 保龄球室工作程序 1、 服务员上班后按标准清洁球道,清洁周围环境卫生和自动顺球设备、台面、 座椅。 2、 调试设备是否正常。若有故障,立即报修。 3、 准备服务用品,摆出保龄球,检查记分牌。备好酒水饮料,准备迎接客人。 4、 客人到来,主动迎接问好,安排客人球道,请客人填好登记表。询问客人打 球的局数和鞋号码,把保龄球鞋交给客人,打开球道开关,发给客人计分表, 注意客人打球的局数,打满球后,要及时关机。 5、 凭借鞋收据给客人取鞋,发给储物柜钥匙,客人打完球后要收回保龄球鞋和 钥匙。 6、 服务员维持好球场秩序,主动提供技术指导,及时将球道上的球与瓶送回机 里,以免妨碍客人打球。 7、 视需要适时为客人提供面巾、推销酒水、饮料。 8、 维修工随时注意机器设备,保证机器正常运转。 9、 下班前将保龄球收好,清点数量,检查设备,清点服务用品,整理好场地、 再关灯、锁门。 10、 每日营业结束,填写营业日报表,与服务员核对,按规定做好交接班。 台球室工作程序 1、 提前10分钟上班。 2、 每天负责球台、灯罩、地面及桌球器具的清洁工作,给客人提供一个安静舒 适的环境。 3、 客人打球开始时,首先明确所开台号,即为客人摆布。如客人要求换台时, 须与领班商量,并通知收款台。 4、 结束时迅速认真检查台面及一切器具有否损失,如发现情况,应按规定处理。 5、 经常巡视自己管辖的台桌、区域,检查有否违章行为,防止客人损坏球台及n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 71 页 共 145 页 其它器具,并负责检查清洁布台、圆台、地面,勤换烟缸等。 6、 做好交接工作,下班前负责关好门门窗。 健身房工作程序 1、 服务员提前10分钟上班,交接班。 2、 整理健身卫生,擦拭健身设备、器材,整理环境卫生。保证客人需求。 3、 检查调拭健身器材和设备,发现故障,即时报告领班请工程人员维修,保证 设备安全。 4、 核对会员记录,到期会员名单报告领班,申请入会人员名单报康体中心主管 办理入会手续 5、 客人到来,主动迎接问好,安排运动项目。做好登记。新会员量身高、体重、 编排课程,与客人协商后按课程安排训练。对初次来健身房不熟悉健身器材 的客人,耐心指导,做出示范。 6、 服务员适时递送毛巾,清除废纸,及时补充饮用水,必要时请客人休息或通 知医务人员处理。 7、 客人离开主动告别,检查健身器材和设备是否完好、短缺,清理各种物品, 摆放整齐。 美容服务工作程序 1、 每天营业前,检查客人预约登记情况,根据预约时间,提前10分钟打开蒸 汽机。 2、 补充房间用品、护肤品、化妆品、毛巾、头巾、头带、脖头纸等,打开电子 瓦煲加热棉花,打开紫外线消毒器将黑头针、毛刷和海绵消毒30分钟,打开 热水炉融化。 3、 打扫所负责范围的卫生,台面要干净,护肤品按系列摆放整齐,抹干净瓶盖, 柜内化妆品按类摆放,抹去浮尘。 4、 听到接待员有客人通知后,即到服务台微笑迎宾,向客人推荐服务项目,给 客人正确的美容指导,耐心解答有关美容项目的问题。 5、 在服务过程中,严格按照护肤操作程序工作,动作要轻柔,语气要温和,使 客人感到安逸、舒服,不偷工减料、弄虚作假,边做边向客人介绍所用的产 品种类和功能及面部按摩的作用和效果。 6、 多与接待员沟通,如果客人所做项目超时或增减,要及时通知服务台。 7、 按工轮号,遵守安排,有异议不当客人面争论。 8、 勤查房间用品,及时告诉杂工补充用品。 美发服务工作程序 1、 营业前完成指定区域的清洁卫生,并检查美发工具是否符合要求。 2、 接到有客通知后须在40秒内来到客人身边,检查客人发质、发型,询问客n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 人要求后,安排助手给客人洗头。 3、 服务过程中,认真听清客人具体要求,坚持宾客至上,遇到语言沟通有问题 时,必须在相互理解的情况下方可开始做美发项目。 4、 帮助客人更换客衣,将衣服挂在衣柜里,把毛巾披在客人肩上,用干净的胶 纸放在毛巾上,双手将胶纸的一部分塞入颈内。 5、 检查客人发型时,助手应姿势端正地站在旁边,洗头前帮客人梳顺头发,由 发尾梳,然后请客人到洗头盆处就座。 6、 为客人做发过程中,助手站在师傅侧面,随时为师傅帮忙。若客人所做项目 需要等候,告诉客人大约需要多少时间,并为客人送上书刊、茶或咖啡。 棋牌室服务工作程序 1、 每日营业前,整理棋牌、游艺室卫生,擦拭桌面、坐椅、地面、墙面,摆好 棋牌。 2、 检查室内服务用品,准备好饮料、茶水,短缺时申领补充,整齐地放在规定 位臵。 3、 服务过程中,注意室内动静,适时更换香巾、茶水和饮料,平时不打扰客人, 客人招呼时及时提供服务。 4、 发现客人之间发生纠纷,及时排解或报告上级。 5、 客人离开,表示感谢,及时检查棋牌室,整理好棋牌,收回毛巾、废纸。 6、 交班前整理营业报表,关好灯和门窗,做好交接班。 娱乐中心服务工作程序 1、 营业前将自己负责区打扫干净,桌椅、墙角、灯罩,彻底清洁。 2、 营业时,按规定区域站,站立姿势端正,不得交头接耳,不得追逐离岗。 3、 领位员安排客人入座后,服务员应立即上前招呼,招待客人点酒水,小吃, 如遇吸烟者应主动点烟,台上烟缸烟头不得超过3个。换烟缸时,应说‚对 不起,打扰。?上酒水服务时应遵照女、男、老、幼、宾、主顺序。当客人结 帐时,应礼貌地让客人稍等片刻,将结算核计正确,正面朝下,夹入单内右 侧送上。核对找零后把帐单回条交给客人。 4、 客人起身立起,应有礼貌地说‚再见,欢迎再次光临。?迪厅服务员应在客 人点完酒水时,请客人先买单。 5、 当歌厅发生各种突发事件时,服务员要保持沉着冷静,不要惊慌失措,始终 以客人为主。 6、 如发现票款和人数不符或客人自带酒水时,就问清情况,妥善处理或报告上 级。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 73 页 共 145 页 7、 对客人按先后顺序服务以免引起客人的不满。 8、 不可介入客人的谈话,更不得评论客人的任何举动。 9、 有良好的服务意识,为客人勤换烟缸,勤添酒水,争取客人好感,增加回头 客。 10、 熟悉各类饮食品制作、价格,主动向客人介绍推销,对客人叫饮料或食 品多问一次,如无错误才可落单。 娱乐中心音控室工作程序 1、 搞好场内卫生,每晚用湿布擦布抹座椅一次,按区域打净场内地面,做到无 果皮,无垃圾,隔周清洗冷气风口、风扇、墙壁一次,定期清洗地毯、灯箱、 天花板、幕布等。做好设备的清洁保管工作。 2、 检查各种设备是否操作正常,音响、灯光的机械运转是否顺畅,音箱灯机有 无异常。 3、 将当时所需的激光唱盘、磁带准备好,暂时不用的要清理分类存放,以备日 后之需。 4、 对于最流行的曲子要广泛收集,以供主管部门选用。 5、 新进的磁带,要及时上报经理,经过主管部门审批后才可使用。做到既要注 意经济效益,也要注意社会效果。 6、 定期购买磁带,无论在市场采购的或以其他形式得到的磁带,要作详细登记。 如需报销,需有两人以上签名。 7、 不得利用工作之便帮他人录像、录音。 8、 服务过程中正确选择磁带、唱盘,控制好音响,掌握音响效果,控制歌舞厅 和卡拉OK厅气氛,调节客人后步,激发客人兴趣。 9、 掌握好歌厅活动节奏,每段歌曲或舞曲的播放间隔不可过长。 10、 每日下班前,收集整理好唱片和光盘,整理好现场,检查机器设备,然 后关机、锁门,防止意外事故发生。 企业文化阐释 企业文化阐释 文化概述 文化概述 广义的讲,‚文化?是一种生活方式和其所创造财富的总和是物质和精神 的总和。狭义的文化是指人的思想意识、观念、价值观念等,包括人所感知 的一切。 企业文化是企业在长期的生产经营过程中所形成的物质文明和精神文明,企业文化首先表现为一系列的观念,对人生、对工作、对客人、对同事、对领导等。但观念仅仅是文化的开始,观念须与相应的行为结合起来并产生的效果n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 时才是完整的文化。企业文化有观念性的和行为性的,但最终检验它的都是效果。只有人们通过行动诠释文化中的观念并且一步步深化它们,使它们成为一种信仰,一种无须强调也可自觉指导员工行为的方式时,企业文化才起作用。否则,如果仅仅是一种想法,那只是文化的一部分。 文化本身也是一个系统,这个系统的核心是人,脱离了人,就不存在什么文化,因此说,企业文化是人的文化。就象一个鲜活的人一样,不同的企业有不同的企业文化。 文化生成 文化生成 ? 企业文化生成的基础 ? 企业文化生成的基础 企业文化的生成,有重要的社会环境和人们的心理原因: ? 社会环境---社会文明的进步,推动人的思想不断发展,企业文化作为一种社会环境- 管理学理论和管理方法,在企业管理方面发挥着越来越大的作用,企业管 理从最初的对事和对物的重视转移到对人的重视,企业经营从简单的产品 经营到资本经营再发展到文化经营,企业文化体系已经成为企业发展的动 力和源泉,企业文化构成了企业的核心竞争力。 ? 心理因素——人类有一种倾向,习惯用‚你们、我们、他们?的眼光看待心理因素 世界,就是‚我属于哪个圈子?。这种倾向可能导致‚我们?之间的合作, 建立一些共同的信念和观念。通过沟通、交往,互相了解,分享有关工作 的许多信念和构想,并将个人的观念溶入集体之中。一个人愿意从自己所 在的那个群体中获得自尊和归属感。 企业文化是社会文化中的亚文化,它属于特定的群落,是一种‚圈子文化?。 ? 企业文化生成的原则 ? 企业文化生成的原则 ? 企业文化具有时代性和继承性 ? 企业文化具有时代性和继承性 企业文化是社会的一种亚文化,是在一定的历史条件下,企业在探索解决对 外部环境的适应和内部结合问题的过程中,所发现、创造和形成的。 企业文化离不开一定的社会环境,不可能独立于社会文化之外。文化是随时 代变迁而变异的,企业文化也不是一成不变,不是静止的。时代在发展,时 代的要求在变化,企业文化必须顺应时代的要求,不断赋予新的内容,或者 更新,或者变革,或者重塑。 体现现代精神,必须要打破卓越有观念的束缚,这并不排斥继承。我们创造 企业文化,力求在分析本民族、本企业的优良传统的基础上分析社会环境和 市场顾客需求的基础上,吸取其精华,把历史传统、民族意识结合起来,使 那些有价值的东西得以继承和发扬,‚文化的源泉是历史。?此外,在当今经 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 75 页 共 145 页 济全球化的大环境中,还要吸纳外来的优秀文化。 处理好企业文化的时代性和继承性两者之间的关系,使二者巧妙地结合,是建设和发展企业文化的重要问题。 我们的原则:发扬优良传统,融合现代观念,借鉴外来文化,具有企业特色。 ? 借鉴经验与全员参与相结合 ? 借鉴经验与全员参与相结合 一种优秀的、具有强大生命力的企业文化不是凭空想象出来的,而是经过长期的实践,不断总结经验、完善发展起来的,确定企业文化基本框架是企业文化设计构思的主要工作。在对企业实际运行情况及现实形象有了清楚认识的基础上,提出自己的经营理念、经营战略,作为未来管理的基本方向。经营理念是企业文化的‚总概念?源泉,许多观念、原则都是由此衍生出来的,逐渐成为指导企业经营和管理的基本思想。 一种新的理念准则的诞生,有的来自领导人的某一直觉,有的来自某些群众事件,有自然形成的一面,也有的来自精心的研究设计。所谓设计,即:构想并实施一种创意,实验一段时间取得成效后,加以总结,形成企业员工共同认可的组织文化。创建企业文化必须让员工积极参与,没有员工的参与与实践的文化建设是没有群众基础和生命力的,同时,创建企业文化也一方面必须有人为引导和有意识地推动,另一方面需要借鉴成功企业的经验,这有利于生成精品文化,少走或不走弯路。 ? 顾客视角和个性人特征 ? 顾客视角和个性人特征 文化是一种导向,它具有强大的服务功能。要确定成功的经营理念,应当从顾客的立场和视角出发,进行企业文化定位。这样定位出来的理念才会具有崇高、美好的价值内涵,容易得到社会的认可和公众的好感。 洗浴文化是‚以顾客为导向?的文化。从顾客视角的意义上说,我们所生产的‚文化产品?都是用‚顾客的脑袋?构想出来的。 顾客是最重要的,顾客是我们生命的源泉,指导我们一切服务工作的准则是‚顾客满意?。 一切从顾客的角度、顾客的立场出发,把顾客利益臵于首位,而不是把追求利润指标放在第一位。正是这些理念原则,让我们的企业文化避免了一般化、雷同化的弊病,显示出自己的个性文化特征。 文化信念 文化信念 ? 坚持发展企业文化不动摇 ? 坚持发展企业文化不动摇 彼得•德鲁克说:‚管理不只是一门学问,还应是一种‘文化’,它有自己的价值观、信仰观和语言。? 企业发展到今天,已经进入一个文化经营、文化管理和文化竞争的阶段。企业经营的轨迹是:产品经营——经营——文化经营,由此导致了文化管理和n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 文化竞争。 A管理模式中已经提出,‚竞争的关键是特色,特色的核心是品牌,品牌的保障则是文化。?所以,文化经营的实质就是提高企业质量,塑造企业品牌。 可以这样说,没有企业文化造就的质量和品牌,只是一时的,是不能长久的,原因就在于它没有内在的生命力。现在企业的发展已经明确地告诉我们,企业制胜在文化,没有强有力的企业文化,企业不可能有持久的生命力。 管理的最高境界是让被管理者实现自我管理,而自我管理的前提就是信念的高度坚定与一致,对于企业来说,这种信念的源泉就来自于企业文化。企业文化具有导向、规范、凝聚、激励作用,文化管理就是通过塑造一种精神、一种观念、一种信念来塑造员工的良好心态,激发员工的自觉行为,实际上就是一种‚心态管理?。 海尔的发展之路无可辩驳地展示了文化的魅力,在当今社会的市场竞争大潮中,企业文化已经构成了我们的核心竞争力。 在企业文化建议上取得的成绩,已经让我们清楚地看到了文化力量的巨大作用。一种好的观念、好的文化背景、好的文化氛围是一笔无形资产。这种无形资产可以转化为有形的物质财富。 所以,要把企业文化建设作为正源固本的大事,摆在工作重中之重的位臵,不管发生什么情况,都要始终如一地坚持企业文化,不能动摇,不能放松,它是生命之基,命脉之源。 ? 企业文化是每一个人的文化 ? 企业文化是每一个人的文化 企业文化是谁的文化呢,仅仅是企业领导人的文化吗,不是,真正的企业文化一定是每个人的文化。在企业文化面前,企业的每一个人都不是例外,任何人都不能充当企业文化的观众,每一个人必须都是企业文化的演员。 企业会形成一种氛围,每一个人都将臵身其中,每个人都要按照工作角色的要求,完成自己的文化功能。如果仅仅一部分人积极尽责,另一部分人充当观众看笑话,企业文化就不会成功。因此说,企业文化是每个人的文化。 企业文化是每个人的文化,但不是哪一个人的文化,企业是一个整体,不是每个人都可以在企业中有自己完全独立的文化,企业文化是符合绝大多数人利益的文化。企业文化只有得到大多数人的认可,它使用的方法才会有效。 ? 领导人是塑造企业文化的关键 ? 领导人是塑造企业文化的关键 一个组织中,一个团体中,领导者所起的作用都是实质性的,领导者既不是企业文化的倡导者,更是企业文化的实践者。 单从文化的形成来看,领导人不认同,他就不会去倡导这种文化,文化也不 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 77 页 共 145 页 会在他领导的组织中发扬广大。因为领导人的权威性和影响力在组织中都是他人所无法替代的。所以说,领导人的文化是塑造企业文化的关键。 企业文化的传递与灌输,管理者也处于决定性的地位。在企业文化的建设过程中和传播过程中,管理者对企业文化的态度决定了文化的生命力。因为对员工产生直接影响的是他的上级,对员工感染力最大的也是他的上级,管理者的一言一行,一举一动,尤其是对企业文化的理解和实践,能够直接影响到员工对企业文化的理解和实践。 作为一名优秀的管理者,他不仅是企业文化最忠实的倡导者,更应该是企业文化最坚定的实践者。管理者是员工工作的榜样,也是企业文化的榜样。假如管理者自身对企业文化理解不透,不能付诸于实践行为,那么员工眼中的企业文化,就是水中月,镜中花,就是虚假的文化。 这同时也要求管理者在日常工作中,处理问题时,不能就事论事,要用企业文化进行阐释,要善于用‚观念?与下级交流,融文化于事,用文化说理,不断灌输企业文化所倡导的各种观念。只有这样,才能真正有效的传输文化,员工才能让文化变为行动。 服务业几年来发展的事实证明,企业文化必须是一种以顾客为导向的文化,而培养和维持这种文化的正是也必须是企业的领导者。 ? 企业文化不是口号,它要掷地有声 ? 企业文化不是口号,它要掷地有声 洗浴的企业文化不是虚无缥缈的空中楼阁,而是源自员工的实践,都是围绕着实际工作衍生出来的。文化只有植根于实际工作,才能有强大的生命力,才能开花结果,才不至于变成空洞的文字。 一只手、一只脚、一缕头发都不能代表一个人,同样,企业文化活动中的口号只表示了一种想法,一种观念,这些只是企业文化的一个环节,而不是全部。在实际工作中,如果企业文化仅仅成了一种说法,而不产生行动,没有带来效果的话,那它就不是完整的企业文化。我们所说的企业文化,是一个人从思想观念到行动、到效果的完整过程,如果有人仅仅喊喊口号就以为是在从事企业文化,那只能说他对企业文化的理解不完整,其他人也不能把这种不完整的企业文化看作是企业文化的全部。 企业文化建设中的具体做法,如搞演讲,抓渗透,在某些人眼里被看成‚华而不实?、‚喊口号?、‚玩虚的?。企业文化的精髓需要凝结成一系列的‚口号?或‚标语?加以表述,便于记忆和传播,口号表示一种想法,一种观念,但它并不是虚无的。口号必须付诸行动,让口号所代表的理念从书中、从空中蹦到地面上,成为一个个生动的事例,文化才有意义。 文化精要阐释:先做人,后做事,做好人,做好事。 文化精要阐释:先做人,后做事,做好人,做好事。 ? 服务品牌:真情无限,光明无限。 ? 服务品牌:真情无限,光明无限。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 用文化打造品牌,以名牌打天下。 企业发展到今天,已经进入文化经营的层次。而文化经营更着眼于提高企业的总体素质,打造企业品牌。 现在,人们越来越看重品牌。企业的经营思想,已从过去一味追求以质量入手,转到了树立品牌形象为主。 实际上,品牌文化就是当我们提到一个品牌的时候,马上会在头脑中产生一系列联想,想到它的商标、由产品传递的形象,还会联想到企业的经营理念、经营宗旨等比较抽象的东西。品牌有着巨大的魅力和无形资产价值,不仅影响了人们的生活方式,而且形成了一种商业文化现象。 成功的品牌是赢得竞争优势的无价之宝,也是取之不尽的财富之源。 然而,品牌不等于名牌。如果说品牌是一张走向市场的通行证,那么,名牌更是一张高级别的‚特别通行证?。把企业做成一个知名品牌,是我们全体员工的共同心愿,也是我们不懈的追求。 那么,要塑造怎样的知名品牌呢, 就像冶金工人提炼真金一样,我们从一次又一次与顾客交往中,从一个又一个顾客满意的笑容里,从员工之间相互关注中,从‚严?与‚情?的思维碰撞中,体验到了情感的魅力,我们必须真正的把我们全部的真情倾注在宾客和员工的身心之上,赢得他们的信任和支持,我们的事业才会发展,前景才会呈现出一片光明。 所以我们把我们的品牌定义成 ‚真情无限,光明无限?,意思就是说我们要用真情来展现我们企业的光明。我们的品牌里,蕴涵着大海一样的深情, ? 价值观念:以作风树立行风,用文明创造光明 ? 价值观念:以作风树立行风,用文明创造光明 这是洗浴企业文化的核心价值观。 以作风树立行风,不断为社会创造新风尚,真心回报社会,企业才会有持续的生命力。当今社会舆论普遍对服务行业存在偏见,原因就是部分企业只是一味追求利润,不注重或忽视了对员工和企业自身素质的培养,造成现有从业服务人员素质低下的现象,再一方面,部分企业经营者被利益冲昏了头脑,在服务过程中从事了些不道德乃至违法的行为,严重破坏了整个服务行业在人们心目中的形象。这是目前社会存在的客观现状。而作为洗浴人,我们没有也绝不会被金钱蒙蔽住我们的眼睛,以社会责任为己任,我们清楚的觉察到现在我们要去做什么,那就是以我们良好的企业和职业作风去树立起一种全新的行业风范来,并以此改变社会舆论对服务行业的看法,这是我们义不 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 79 页 共 145 页 容辞的责任, 把‚用文明创造光明?当成企业的核心价值体现,在市场经济相对发达的社 会里,我们不乐观的看到:有人常用金子来比喻心,而金子是会发出光来的, 我们愿用无数颗洗浴人的心来构筑起新时代的光明。 这些观念不是凭空而来的,它是在对外开放大背景上闪现的一个亮点,并在 不断强化中转化为我们的一种潜意识。 用文明创造光明。 做人的前提是要做一个文明人。,也就是说:‚想成为洗浴人,必须先是一个文明人,只有做好文明人才能做好洗浴人?。,文明包含两层含义:一是指自身文明,个人的思想品德、正确的人生价值观,二是指社会文明,也可以说全民族的文明,。文明是一种理念,文明是受到众人认可的。 同样光明也包含两层含义:一是代表我们企业本身的名称。二是代表我们的这个社会今后的文明景象。 首先我们要把自己看成社会上最文明的人,从自身做起,从点滴做起,用我们自身的实际行动来带动整个行业的文明,然后用我们的文明来感染整个社会,使整个社会风气都变得文明。 其次,文明也指我们对顾客、对员工、对社会要付出真情,使他们对我们集体有信任感,同时也为集体在社会树立了好的形象,这样才能使我们集体朝着光明的方向努力发展下去,因为最文明的人才能创造出最文明的企业,最后我们要用金子般的心构筑新时代的光明。 洗浴的高级管理人员和全体员工强烈地意识到,我们是社会的一员,我们有 义务敢于和洋人一争高低,打出自己的品牌,是我们的社会责任,也是对社 会最好的回报。同时,属于民族的东西也属于世界,越是有中国民族特色的 品牌,就越具有世界性。 ? 公司宗旨:客人是我们的衣食父母,员工是我们的兄弟姐妹,两者都是我? 公司宗旨:客人是我们的衣食父母,员工是我们的兄弟姐妹,两者都是我 们的亲人,对于亲人我们必须真情以待。 们的亲人,对于亲人我们必须真情以待。 ?这一理念要求员工把客人当家人、当亲人,是为了使员工从情感上贴近顾 客,自觉地而不是被动地为付了钱的客人付出等值或超值的服务性劳动,从 而使顾客得到生理上和心理上的满足。我们的服务,留给客人的第一印象和 最后印象,都应该是回到自己家中的感觉和感受。对于我们经营理念的理解, 可谓‚仁者见仁,智者见智。? 有的说,我们的收入来自顾客,顾客是我们自下而上的资源,发给我们薪水 的是客人而不是总经理。客人不来消费,我们就没饭吃,客人就是我们的衣 食父母。你得罪了‚衣食父母?,就是砸了我们自己的饭碗。自己的衣食父n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 母,自然就是亲人,更是家人。对客人,一要衷心感谢,二要优质服务。 有的说,每个人都希望有一个温馨的家,每个人都希望自己能够时刻享受亲人的关怀,家人的爱戴。我们的企业就是客人的‚家外之家?,它应当也必须是温馨的,即来到这个‚家?国的客人,自然也是亲人,也是家人。我们怎样对待自己的家人和亲人,就应当怎样对待客人。让客人充分享受家庭般的亲情和温暖,才是真正为客人营造了一个‚家外之家?。 还有的说,‚在家靠亲人,出门靠朋友。?整个社会实际上就是一个‚我为人人,人人为我?的利益共同体。明白了这个道理,‚客人是家人,客人是亲人?也就不难理解了。而且,我们要始终象帮助自己的亲人和家人一般,来帮助客人,为客人解决一切困难,满足客人的需求,提供优质服务。 虽然每个人的理解不尽相同,但是我们可以肯定,经营观念已经为我们绝大多数员工所认同。 ?‚创造和留住每一位顾客?,就是让顾客‚来了不想走,走了常回首?,就是用细致、细微、情感化的超常规服务来打动客人,使顾客在感觉上迥异于其他企业,从而和他们建立起良好的情感来,使他们不愿离开洗浴,或者离开洗浴后宣传洗浴,变成洗浴的忠诚顾客。只有尽量把来过洗浴的顾客都变成回头客,我们的企业才能立于不败之地,否则,失去一位顾客,就意味着失去了十个、甚至是上百个顾客,也可能因此而失去一片市场,这是市场的残酷性。 所以,创造是开端,留住是关键。据研究,吸引一个新顾客所花的时间,是留住现有顾客所花时间的6倍多。洗浴希望用相同的时间拥有更多的顾客。同时,只有留住了顾客,市场这块蛋糕才会越来越大,才能够带来效益。 ?‚把每一位员工塑造成有用之才?,这是洗浴作为一个学习性组织对员工成长和发展的规划,通过洗浴的严格管理,有计划的塑造和锤炼,使员工成为德才兼备的有用之才。 对于员工,我们要为每一位员工施展才华搭建舞台,并把他们培养成出色的演员。为此,我们对管理者提出:‚员工来店时素质不高不是我们的错,员工离店时素质不高那就是我们的错。?把员工培养成有用之才,是我们的目的,不管员工能够给洗浴带来多少贡献,培养他们是我们义不容辞的社会责任。 我们对员工的要求:员工必须对自己的将来负责,如果员工不能对自己负责的话,那么公司也不需要员工对公司负责。 我们的人才定位是:不求员工在洗浴工作一生,只求员工能成为社会的有用 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 81 页 共 145 页 之才。能为社会培养有用之才,就是洗浴的荣耀。 同时,创建一流的企业,也需要有一流的员工。员工高素质是企业的最大竞争力,是企业的立基之本。一个企业的长远发展,从根本上说,靠的是用特殊材料和工艺塑造、锤炼出来的优秀员工。 我们人本观念的核心是:‚塑造和锤炼人?,从而保持一种人才的素质优势。 对员工培养的重中之重,是教员工如何做人。我们始终坚持‚先学会做人,后学会做事?的树人观念。自古以来,对‚人才?已经做了明确的定义:圣贤,即人才,乃德才兼备之人,庶人,为康才,有德无才,小人,是祸害,有才无德之人,愚人,乃为忠臣,无才无德之人。所以,对员工的思想品格进行教育和熏陶,是培养员工的第一步。 对员工塑造,一方面还得领带于严格管理和高强度的磨炼。俗话说,没有规矩不成方圆。单靠个人自觉去学习进步是很受限的,同时,要想在短时间内提高素质,抢占国内一流桑拿市场,唯一的途径就是要付出时间,每天工作十四五个小时,不仅是公司发展需求,更是对个人意志的磨炼,想一想在这么长时间工作结束后,再让你去学习,不进行约束和强化,就极易被人的惰性所打倒。 基于我们的宗旨,我们可以自豪地说:洗浴既是顾客的家,也是员工的家。 ? 贴近顾客的经营理念:注重客人满意,追求客人喜悦,客人永远是对的 ? 贴近顾客的经营理念:注重客人满意,追求客人喜悦,客人永远是对的 ? 以质价相符的物质服务赢得顾客满意,用无微不至的真心服务去赢得顾客 喜悦。企业的经营理念是企业文化的源头,是一个总的概念或者说是一个 总纲,有了它,才能衍考出其他的文化观念来,纲举而目张。它所表达的 是企业存在的意义、经营信条和企业总的行为规范。 我们的经营理念是情感型的,而情感应当是近距离的。确立了‚追求客人满意,追求客人喜悦,客人永远是对的‚的经营理念。客人永远是对的。为什么, 因为他是顾客,所以他是对的。 实际上,客观一点说,这是一种换位思考。要求我们站在客人的立场上去考虑问题,尊重客人,最大限度地满足客人的需求。 洗浴是人与人高接触的行业。在与顾客接触当中,我们会遇到各种各样的人:古怪的顾客,易怒的顾客,多疑的顾客,爱争辩的顾客,财大气粗的顾客,故意找茬的顾客,过分计较的顾客,蛮不讲理的顾客……,他们都是顾客,我们必须面对他们,无论他们多么难伺候。‚理解?在这里是非常重要的。理解意味着了解和谅解。为此,我们提出了‚四个充分理解?的原则: ? 充分理解客人的需求。客人提出的要求虽然超出洗浴服务范围,只要是正当的,我们就不能说客人过分,而应看到洗浴服务还有不足之处。对此,必须 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 作为特殊服务予以满足。确实难以满足的,应当向客人表示歉意,取得客人 谅解。 ? 充分理解客人的心态。如果客人带着某种情绪或因身体原因,在消费过程中 出现过分的态度和要求,我们必须给予理解,以更优质的服务去打动客人、 感化客人。 ? 充分理解客人的误会。由于每个客人的修养、气质、社会角色不同,有人对 洗浴的规定、规则提出种种非议或拒绝合作,必须与客人真诚的沟通,力求 使客人消除误会。 ? 充分理解客人的过错。遇到某些客人有意找事或蛮不讲理,不要去争是非曲 直,必须秉承‚客人至上?的原则,给客人以宽容和面子。 大多数难伺候的顾客,表现出情绪异常,是由于他们缺乏一种安全感,就象我们所有的人一样,他们也有被理解、受欢迎、享受舒适和受尊重的需求,只不过他们选择了不合适、不礼貌的方式表达这种需求。有时候,因为不能满足客人的某一项要求,就可能引起客人的不满。所以,我们必须充分理解客人的某一项要求,就可能引起客人的不满。所以,我们必须充分理解客人,只要客人不是无理或非礼要求,我们都应当急客人所急,快速反应,灵活处理,尽量大可能满足客人的要求。 一定要记住:客人只是服务的对象,不是去较劲儿、争是非的对象,更不是教育和改造的对象。与客人争辩什么,如果你输了,你就是输了,如果你赢了,其实你也是输了。 只有‚客人永远是对的?,才是‚双赢的哲学思维。 ? 服务精神:以情服务,用心做事 ? 服务精神:以情服务,用心做事 我们快乐地工作,唱着快乐的歌,这歌的主旋律是‚以情服务,用心做事?。 这就是我们的精神,外在的活力,意志力的表现。正是这铿锵有力的八个字 叩开了我们的心扉,使我们从情感上贴近顾客,成为情感的富有者,同时也 使我们记住‚做事要善于动脑子、用心思,只要有心做好,用心去做,是没 有做不好的。? ? 心理服务比功能服务更重要 ? 心理服务比功能服务更重要 顾客是有血有肉有情感的人。顾客的心理需求往往比生理需求更迫切,我们 更知道,心理服务比功能服务更重要。 ‚以情服务?要求满怀热情和亲情为顾客提供服务。客人来洗浴消费,需要 换取等值或超值的服务性活动,获得生理和心理上的双重满足,且心理感受n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 83 页 共 145 页 比生理满足更重要。不能把客人的消费看作他们只是在洗浴吃了一顿饭,住 了一个或几个晚上,我们要努力把它变成客人一次难忘的经历,把与客人交 往的每一个触点变成以情服务的亮点。 在服务中,要真正把客人当亲人,以发自内心的情感,用真情、用诚心对待 客人,没有给客人留下美好感觉的服务是零服务。 真正优质的服务是情感的付出。美好的情感是动人的,动人的情感是发自内 心的。我们给予顾客的情感应当是真诚的、实在的、自然的,对顾客要‚动 之以情?。 ? 用积极的面对一切 ? 用积极的面对一切 在我们的理念中,充满‚用心做事?的精神。 这是心态的培养锻炼。 拿破仑.希尔告诉我们,心态在很大程度上决定了做事的成败。怎样对待生活,生活就怎样对待我们,怎样对待别人,别人就怎样对待我们。我们的环境,心理的、情感的、精神的,完全由自己的心态来创造。 心态对于服务顾客的成功,是非常重要的。 培养积极的心态,贵在行动。 做一件事情,一开始就要积极地感受再去付诸行动,这显然是本末倒臵。积极行动会导致积极思维,积极思维会导致积极的心态。心态是紧跟行动的,如果一个人从一种消极的心态开始,等待着感觉把自己带向行动,那他就永远成不了他想做的积极心态者。 有积极心态的人,时刻在寻找最佳的新观念。积极的心态为你敞开了一扇门,只要你‚用心做事?,动脑子去想,总能想出好主意,展现出你的技巧。 一个明确的目标追求,一种强烈的事业心和责任心,能够维系你的积极心态,你就能把应该做好的事情做好。 ? 感情价值:公司把感情给了员工,所以员工对公司忠诚,同时员工把感情? 感情价值:公司把感情给了员工,所以员工对公司忠诚,同时员工把感情 传递给了顾客,顾客又对公司产生了忠诚。 传递给了顾客,顾客又对公司产生了忠诚。 感情常常比语言本身更重要,我们必须寻找隐藏在语言下面的感情,那才是 真实有效的信息,感情是最重要的 感情是发自内心的,是最趋势的,是本能化的,不是虚假的、外在的,所以, 感情是最真实有效的信息,感情是最重要的。 感情是进行良好沟通的基础,没有建立起感情,就不会产生沟通,两者的关 系只能是枯燥、冷淡的,拥有的只有隔阂。 感情作为真实有效的信息,还孕育着个人潜在的需求信息。对于服务来讲, 这种潜在的信息就是最重要的,因为他最能够给顾客惊喜,提升顾客的满意 度。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 语言常是传递感情的载体,是感情的一种信息符号,无声的语言也蕴含着感情。我们常讲‚言为心声?,就是说,语言常常能够反映出一个人的思想状况和情感动态,言词中常常隐含着表达者的感情。 说‚感情常常比语言本身更重要?,不是要忽视语言本身,而是强调要善于透过语言本身,寻找语言下面隐藏的感情,寻找真实有效的信息。我们要求提高对感情价值的认识,在与顾客交往过程中,注意捕捉顾客的感情信息,采集顾客的感情信息。当然,要想获取顾客的感情信息,自己首先要充满真情,要用情换情,以心交心,‚只想索取,不愿付出?的利己哲学是感情的杀手。 ? 洗浴作风:反应快,行动快 ? 洗浴作风:反应快,行动快 ‚反应快,行动快?是我们的作风,是洗浴人特有的一种精神状态,我们倡扬敏锐,崇尚快捷,强调‚快速反应,快速行动?。 当今怕时代是一个速度的时代。市场变化快,并且不确定性越来越明显。你过去瞄准市场目标,打的多是‚固定靶?,现在要打‚流动靶?,反应不快,怎么行, 现代人注重节奏和效率,讲究简捷、快速。‚提高效率?、‚第一时间?和‚时间就是金鱼已经成了人们的口头禅。 客人到浴宫也希望所提供的服务及时、准时、省时。你在服务中反应迟钝、动作四平八稳、漫不经心,拖拖拉拉,客人是不能容忍的,因为你无偿占有了他生命的一部分。客人提出的需求,你更不可能不在客人要求时限内满足,那将会招致客人的投诉或抱怨。 在实际工作中,二线为一线服务时,也应该‚反应快,行动快‚。可以说,二线向一线提供的服务,是间接地在向客人提供服务,其工作速度与效率会直接影响一线的工作速度与效率,也会影响一线员工的精神状态,从而影响对客服务质量。 要做到及时服务,必须懂得服务的时间要求,这对于能否提供优质服务来说十分关键。 敏锐需要‚注意力?快速需要‚时间观念?。限时服务是重要的锻炼方法之一。 个性化服务的秘诀是:敏锐的觉察客人的需求,快速的满足客人的需求。为此,你必须‚感觉灵,看得透,动作快?,才能恰到好处地给客人一个惊喜。 提出问题有赖于敏锐的发现,解决问题需要果断和效率。干工作,搞管理,做事业,都需要‚反应快,行动快。?否则,你总是比别人慢半拍,永远不 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 85 页 共 145 页 会比别人领先。 ? 质量观念:注重细节,追求完美 ? 质量观念:注重细节,追求完美 质量是什么, 质量是我们任何一个人都耳熟能详的,每个人都了解它的涵义,但是,如果你要去问300个人,可能有300个答案,因为大家从不同角度来理解,产生不同的判断。 我们又是怎么来看待质量呢, 质量,如同美丽一样,出自旁观者的眼中。在服务过程中,最重要的旁观者是顾客,质量是顾客想要得到的,因此,唯有顾客是质量的最终裁判员。所以说,质量是顾客对我们提供的产品和服务所感知的优劣程度。 从深层次来看,质量是事物的本质属性与这一类事物的本质属性的符合程度。 之所以把质量观念定义为:‚注重细节,追求完美?,就是站在顾客的角度上来衡量质量的。当我们自己身为顾客在挑选商品的时候,我们会左挑右捡,不放过一点瑕疵,直到自我感觉达到完美为止。这就是我们自己对质量的定义。同样,顾客来选购我们的产品时,心态是相同的。 注重细节,是要求在衡量和评估质量过程中,精益求精,不放过一点瑕疵。真正完美的宝石昌没有一点瑕疵的,虽然瑕疵有时能够使宝石因稀少而变得珍贵,但这样的宝石却不是完美的,它孕育着遗憾。当然,细节还体现在管理上,管理质量上去了,产品质量自然不用苛求,管理质量是产品质量的铺垫。 我们追求完美的质量目标,要向每一位顾客提供质量完美的服务,不能让一位客人带着遗憾离开,而是要让顾客带着满意与惊喜离开公司,让顾客永远记住公司。在‚注重细节,追求完美?质量观念的引导下,我们赞同‚顾客带着抱怨来不是我们的错,顾客带着抱怨走那就是我们的错。?的说法。全体员工从小事做起,从自我做起,注重细节,追求完美的质量。 ? 道德准则:顾客利益永远高于集体利益,如果把客人满意和集体利益让我? 道德准则:顾客利益永远高于集体利益,如果把客人满意和集体利益让我 们做一选择的话,我们永远选择顾客满意。 们做一选择的话,我们永远选择顾客满意。 顾客利益永远高于集体利益,是我们处世的道德准则。 在洗浴的道德准则中,我们已经看出,把客人利益放在了公司利益的前面,他所折射出的思想是对服务的认识观,对客人与我们关系的诠释,更是做人的基本准则。 客人是亲人和家人,是衣食父母,我们的公司是因客人而存在的,没有客人的光顾,公司就失去了存在的意义。客人永远是对的。公司与客人之间,只有满足了客人的需求,不让客人留有遗憾,公司才有未来和希望。所以,我 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 们认为,在处理与顾客之间的问题时,要坚持‚宁可公司吃亏,不让客人吃亏?的准则。 也许有人要问,公司吃亏,能够吃亏到什么程度,总不至于客人要什么就给什么吧,,在这一问题上,我们坚信‚没有嫌疑顾客,只有道德顾客?。我们不会也不可能在客人消费之前,先判定客人的身份,因为客人是衣食父母。所以,‚只要客人不把整个公司带走,我们就会尽最大努力让客人满意。? ‚宁可个人吃亏,不让集体吃亏?说到底,提倡的是一种奉献精神,这是一种全局观念。在处理个人与集体之间的问题时,集体在前,个人在后,在处理局部与全局的利害问题时,是全局在先,局部在次。道理很简单,‚大河无水小河干?,洗浴都不存在了何从谈个人利益,没有全局观念,肯定不会有局部利益。 这种道德准则,说的再明了一些,扩大一点范围,就是做人的准则,是人生之道。这是一种心态,更是一种品格,我们洗浴,经营的就是人品。 在我们道德准则的指引下,要求全体员工永远恪守‚吃亏是福?的古训。 ? 生存观念:居安思危,猛进如潮。 ? 生存观念:居安思危,猛进如潮。 这是催人奋进的八个字,它告诉我们要时刻保持清醒的头脑,胜不骄,败不馁,永不停歇地探索,才能够生生不息。 居安思危,强调的是一种危机意识,告诫人们不能永远躺在胜利的温床上喘息,否则就会被安逸扼杀。唯有思危,才能思进。 美国约翰〃F〃肯尼迪总统曾经说过:‚在汉语里,‘危机’这个词语由两个字组成—一个代表危险,另一个则代表机会。?我们认为,危险的境地能够激发人们不断前进的动力,不会安于现状坐以待毙,增强人的探索意识,而机会,则正是通过探索创造出来的,机会不是等靠来的。 自强不息,强调的是自我超意识。我们已经深刻地认识到,一个人最大的敌人就是他自己,同样,对于企业来说,最大的敌人也是自己。战胜了你自己,你将无往而不胜,没有人可以打败你,因为绝对的控制权永远在自己手里。所以,我们提出了‚每个人每天都必须进步1%?的奋斗精神。 同时,现代社会的竞争优势,不在于你是否能够到别人已经做得更好的事情,而在于你是否能做到别人做不了的事情。我们认同:‚别人能做你能做,是应该,别人不能做你能做,是能耐,别人能做你不能做,则是无能。?的说法,这是竞争的突破口,也是超越自己的关隘。 生命不息,奋斗不止这不是一句单纯的口号,他是每个人对生命最正确最真实的态度。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 87 页 共 145 页 ? 发展信念:我们宁愿努力了不成功,也要为了成功去努力。只要努力了,? 发展信念:我们宁愿努力了不成功,也要为了成功去努力。只要努力了, 我们也没有道理不成功。 我们也没有道理不成功。 我们坚信:利润是顾客、社会对我们的回报。 ‚急功近利?是企业经营和发展的误区。‚经济型企业?始终以追求经济指标为根本宗旨和最高标准,把企业变成一个纯粹为了赚钱的机器,是不会长久的。 我们要明白,洗浴是为顾客而建,不是供我们自己享用的。开办洗浴的目的,是创造和留住每一位顾客。离开了顾客,我们的洗浴就成了无源之水,无本之木,就失去了存在的意义和价值。 洗浴的利润只能在奉献社会、满足顾客需求中得以回报。不断创新,不断地为社会增加新的价值,达到持续发展,才能形成社会公认的品牌,这样的‚生命型企业?才有持久的生命力。 顾客利益第一、顾客满意最大化,意味道着对企业的眼前利益作出必要的牺牲。 但当实际面对利益冲突的时候,人们常会本能地向洗浴利益或者个人利益倾向。为了一点点看来洗浴吃亏的小事,与客人斤斤计较,使客人不满乃至带着遗憾离开洗浴。所以,我们坚决地把顾客利益最大化,作为一个庄严的承诺来对待,恪守‚宁可洗浴吃亏,不让顾客吃亏?的道德准则。对客人只能是‚多多关照。? 只有牺牲眼前利益,才会给企业长远发展积蓄能量。 ? 忧患意识:一个无法达到顾客期望和满足顾客需求的企业,就等于宣判于? 忧患意识:一个无法达到顾客期望和满足顾客需求的企业,就等于宣判于 死亡的企业 死亡的企业 一个人的价值,在于他满足社会需求的能力。无论你承不承认,一个人的价值就在他满足别人需求、满足社会需求的过程中得以体现。一个无益于他人、无益于社会的人,就是一个没有价值的人,其生、其死已无关重要,这种人,对于他人与社会来说,就是一个已经死亡的人。同样,作为我们,就是为了实现顾客的期望、满足顾客需而提供服务的,这就是我们存在的价值所在,这两者实现不了,这个公司对客人来说,就等于宣判于死亡的公司。 客人会因为没有如愿以偿而认为我们鄙视他们的存在,许多客人因对他们的存在和需求漠不关心,远离我们而去。在顾客的心中,我们就会成为弃儿,久而久之,只能坐以待毙,走向死亡。所以,如果你达到或满足了顾客的期望与需求,就象征着公司向成功迈进了一步,如果你没有达到或满足顾客的期望与需求,就意味着公司向死亡靠近了一步。 为了不致使公司向死亡的深渊滑去,我们对顾客任何一点抱怨与不满都不应放过,决不让任何一位顾客带着一点遗憾离开洗浴。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 化解顾客不满的重要且最有效的方法,就是用升值服务。 顾客对我们的服务有一次不满意,都有可能远离我们,不会再来消费。而且,在对客服务中,出现一些纰漏而引起客人的抱怨和不满,总是难以避免的。这种‚结果?既不是客人愿意看到的,也不是我们服务人员愿意看到的。 面对顾客不满意这样一种不好的结果,我们必须瞪起眼来,想方设法以努力化解顾客的不满意。 顾客不满意,就是顾客的实际感受与他的事前期望有差距。顾客的事前期望既包括产品、服务方面的满足程度,也包括在人格上得到尊重。一旦客人得不到满足,轻则沉默、抱怨,重则投诉诉。 沉默是顾客不愉快的表征之一,96%的不满意顾客是采取这种方式的,但常常被我们所忽视。 留住这些不满之客,需要尽我们所能化解客人的不满。 要牢记:有抱怨的顾客最容易成为我们的回头客,化解客人的不满时,最终的结果必须是让客人大喜过望,只有这样客人才能牢牢记住我们。 化解客人的不满,应当包括两个步骤: 第一, 真诚致歉,为顾客消气。比如,客人事先向餐厅订了座位,而当客人 来到餐厅时,却发现预订的座位已经有了人,客人因此而兴致大扫。 这时,服务人员首先应当以工作疏忽向客人赔礼道歉,消除客人失望 和愤恨的情绪。 第二, 提供升值服务。升值服务是达成客人满意乃至非常满意的有效方法。 如果你仅仅停留在道歉上,是很不够的。因为消除了客人的不满情绪, 并不等于达成了客人满意。还以上面的情况为例,在向客人表示歉意 之后,如有可能,给客人安排一个雅间,客人就会受宠若惊,把‚不 满?变成了‚感谢?,这就是升值服务的魅力。 升值服务是对客人一定的物质损失或精神损失的补偿,而这种补偿以超过客人的最先预期为前提,也就是说超出客人当初的要求,让客人大喜过望。如果不是这样,就达不到化解不满的功效。更无法使客人成为我们的回头客。 在实际工作中,要把握好升值服务,首先是敏锐地发现客人不满的原因,通过沟通,迅速行运,选择适当的升值服务方式使客人获得真正的满意。对顾客的冷淡服务有以下几种表现形式:?最忌不全心投入服务,对客人漠不关心,观察不出、看不到顾客的不满,?看出来、也知道客人的不满,但客人没有讲就装作不知道,?客人表现出或者提出不满,却因为自己反应慢未及时行动,客人离去后也未采取措施补救,使洗浴慢慢失去顾客,失去生存的 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 89 页 共 145 页 资源。 一般说,升值服务项目是原先对客服务项目品位的提升,而不是项目的变更。譬如说,客人对房间不满,就使其住房升级,客人对餐饮环境不满,就换一个好的环境,客人对菜品不满,可以免费让客人点上一两道菜,如此等等。特殊情况,譬如,客人吃饭吃得不满,想唱唱卡拉OK,也未尝不可。 总之,升值服务是一种灵活应对,要因事制宜,迅速反应,最终达到留住顾客的目的。你要清楚,最重要的不是如何做,而在于怎么想。 ? 管理定位:管理零缺陷,服务零距离 ? 管理定位:管理零缺陷,服务零距离 ‚零缺陷管理?和‚零距离服务?奠定了我们管理模式的基础,是我们‚双零合一?的管理定位。 管理是一个系统的时空网络,不断完善这一网络的过程,就是管理质量无限接近零缺陷的过程。 实践证明,‚零缺陷?的管理理念是洗浴提高客户满意度与建立客户忠诚度的重要法宝,其基本内涵和基本原则是,通过对经营各环节各层次的全过程全方位的管理,保证各环节各层次各要素的缺陷趋向于‚零?。 ‚零缺陷?理念又派生出三个重要理念:零缺陷的经营理念、零失误的决策理念、零差错的工作理念。如果零缺陷相对于生产服务过程,那么零失误就相当于领导的决策过程,零差错就相对于员工的工作全过程。 基于此,零缺陷管理的中心内容是零缺陷生产,我们须做好六方面的工作:1、从产品,服务,的设计开始,立足于高起点,精益求精。2、所有工序、项目把好细关节,保证一次成功。3、上道工序对下道工序提供的产品必须是合格品。4、设臵必要的质量控制点,对生产过程的质量状态进行监控,使产品质量始终处于受控状态。5、对产品质量的无限追求,抓住使差距越来越小的问题,利用全面质量管理的方法,不断循环。6、全员参加,每个人对本岗位工作都主动做到精、细、严、零缺陷,追求完美。7、如果产生产品和服务上的缺陷,立即采取补救措施,使最终的结果完美。 从第一个环节开始,到最后一个环节,都必须一步到位,一次做好,达到‚零差错?,形成一个螺旋式上升的过程。 管理质量零缺陷是目标,而不是结果。如同社会的发展进步一样,管理也是在发展的,只有先进的管理,而没有终极的、停滞不前的管理。‚零缺陷?指的是一个质量无限上升的过程和无限接近于完美的过程。 零距离服务,是‚让客人找到一种人性化、理性化的超近距离感,充分享受家庭般的亲情。?‚零距离?是指情感上的零距离,在情感上拉近与顾客的距离。在服务上,不能有距离感,否则就会产生隔阂,情感的信息流淌就不会顺畅,获取不到准确的情感信息,从而提供的服务就不能让顾客‚满心满意?。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 我们坚信‚以心换心?的道理,唯有真心能够换回真心,真诚换来真诚。 我们不赞成‚顾客是上帝?的观念,就是因为上帝拉远了我们的距离感,彼此感觉疏远和虚幻,所以改而提倡‚把客人当家人、亲人?,用亲情弥补距离的空缺,真正给客人一种‚宾至如归?、‚顾客之家?的感受,用亲情服务打动客人。 ? 管理方针:高、严、细、实 ? 管理方针:高、严、细、实 ‚高、严、细、实?如同四大钢柱撑起了我们的立体管理网络,也是导向成功的四字方针。 高——高起点、高标准、高效率 高——高起点、高标准、高效率 严——严密的制度、严格的管理、严明的纪律 严——严密的制度、严格的管理、严明的纪律 细——细致的思想工作、细微的服务、细密的工作计划和检查 细——细致的思想工作、细微的服务、细密的工作计划和检查 实——布臵工作要落实、开展工作要扎实、反映情况要真实 实——布臵工作要落实、开展工作要扎实、反映情况要真实 ‚高?是工作定位的基点。工作和管理要往高里走,要朝先进的方向发展,既不能安于现状,更不能江河日下,这关键取决于目标定位。如同跳高运动员一样,横杆的位臵决定了你所越过的高度,横杆越高,潜能就越大,成绩就越好。这种‚高?起点,是不间断的一种超越。‚严?是底色,是一切的基础和保障。严,能够保证步履一致,严,也能促使规范统一。严,是约束,但约束的是那些心存侥幸、不讲规则、不守规则的人,对于那些胸有壮志、守则而上进的人来说,严格的氛围和环境,乃如鱼得水,畅游奋进。 ‚细?是过程中的关键。‚细?,不仅意味着周到、全面,还代表着小的含义。小事意义大,我们要用显微镜把小事放大。无论是思想工作、服务,还是工作计划和检查,都必须既要从点滴抓起,又要全面系统地布局。在工作与服务上,做不到‚细?的要求,留下的就只有遗憾和漏洞,因为蚁穴可以摧毁长堤。 ‚实?要求的则是一种规则意识。做任何事情,都需要遵守规则,务求实效,形式仅仅徒有其表,形式不代表内容。说‚实?体现的是一种规则意识,是就岗位职责来讲的,在什么岗位,就要遵守这个岗位的各类规则。任何一个岗位上的员工都应树立起‚实?字当头的意识,这是在培养一种认真精神,是一种工作态度。试想一下,‚布臵工作不落实,开展工作不扎实,反映情况不真实,?所营造出的工作氛围会导致什么样的最终后果,因此,工作、做事最终都要落实到‚实?字上来,否则,‚高、严、细、实?就成为一句空话,达不到管理的目的,相反,会把一切搞虚。 四字管理方针,是对洗浴管理的高度提炼,是洗浴管理的准绳。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 91 页 共 145 页 ? 管理程式 ? 管理程式 表格量化走动式管理 表格量化走动式管理 三环节——班前准备、班中督导、班后检评 三环节——班前准备、班中督导、班后检评 三关键——关键时间、关键部位、关键问题 三关键——关键时间、关键部位、关键问题 表格量化,是指对管理网络的每一个重要节点,都对应于一张特别设计的表格,通过表格记录每一个细节服务的情况和检查结果,准确反映每一个岗位,每一个员工的实际业绩,并加以量化打分,作为考评依据,它可随时显示洗浴各部位的‚体温?和‚脉搏?。 表格化管理的奇妙,在于它引发的非静态的‚走动式?管理。 所谓‚走动式?,就是要打‚运动战?,基层管理者不设固定办公桌,必须不停地巡查督导辖区的各个岗位,及时发现和处理存在的问题。不仅如此,表格还带来了相互制约的动化管理。不仅基层管理者要走动,中层、高层管理者、职能部门的管理者也要走动,从而形成了一个相互监督、责任连带的制约机制。 表格为走动设臵路线,并成为走动管理的载体,走动,则完善、提升了表格的作用,使空虚的表格变得更加充实。 ‚环节?是纽带,‚关键?是枢纽,强调的是它们所起的重要作用。 写文章要‚提纲挈领?,要有关键,有重点。同样,干工作,更需要分清主次,掌握关键,‚把好钢用在刀刃上?。 ‚三环节?和‚三关键?,是指导‚表格量化走动式管理?的原则。 ‚三个环节?,强调的是三个不同时间段的工作重点,‚三个关键?,要求的则是在每一个阶段的工作原则,无论在哪一个阶段,都要‚在关键的时间,到关键的部位,去解决关键的问题。? 掌控环节,把握关键,是‚表格量化走动式管理?的要诀。 ?管理风格:严有中情,严情结合 ?管理风格:严有中情,严情结合 我们的指导思想是:部队式的严管,家庭般的温暖。 首先是部队式的严格管理。我们必须反复向员工讲明一个道理:严是爱,松是害。 孟子说:‚大匠诲人,必以规矩?。没有规矩,无以成方圆。一个好的制度体系可以将人变好,一种不好的环境可以把好人变坏。特别对于尚不成熟的年轻人,他们就象一棵小树,不加修整,就不能成材。 对洗浴来说,人的行为构成服务产品。没有严格的行为规则,优质服务就无从谈起。有了规则,不去认真执行和检查,就等于没有规则。非议和拒绝严格,就等于扼杀优质服务。 洗浴的制度和规范约束是严格的。严格是洗浴成功管理的底色。这种‚严?字管理风格表现于严格的高标准要求,严肃的执行检查,严明的奖惩。在遵规守n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 纪、执行工作和服务规范方面,要求必须严格。出现违规违纪问题,不迁就,不搞‚下不为例?。 洗浴的严格曾经不被人理解,但我们从未怀疑过严格有什么不好,因为我们严格管理的出发点是‚爱?,我们称之为‚慈父般的严管厚爱?。松松垮垮干不成大事,溺爱员工是误人子弟,洗浴没有发展,员工也不会有出息。 严格把我们带上了成功之路。这个成功不仅表现在取得了显著的业绩,也表现在造就了具有自律自强的员工。 再则是家庭般的温暖。严中有情,严情结合。 对待员工的严格管理,不是对员工虐待,也不是冷酷无情,是因为对员工有情才会严,所以,我们极力倡导并实施严暖结合的工作指导思想。 建立‚十字交叉纵横沟通?制度,建立总经理、部门经理、班组长、职能部门沟通制度,进行多层次沟通,增进理解达成共识,建立合理化建议,鼓励员工向班组、部门、洗浴献计献策,让员工从内心感到洗浴对人的尊重、对自己的尊重。注重对员工的培养,对员工实行学校式的培训,除了进行业务专业培训外,更用‚敬业、诚实、奉公、自律?塑造员工的思想品格,用‚满负荷?甚至‚超负荷?的工作压力,锻炼和考验员工的意志,用‚挫折法?锻炼员工的心理承受和自我控制能力,塑造一种好的心态。把员工培养成对社会有用的人才,在生活上关心员工,提高生活质量。如,员工宿舍有空调,实行‚客房式管理?,建员工阅览室、录像放映室、员工网吧等。 洗浴关心员工,员工才会忘我的工作,自觉为洗浴做贡献。员工笑得灿烂,才能为顾客创造欢乐。 严格的管理底色在洗浴永不消褪,暖人心的感情永远留驻洗浴, ? 企业成功要诀:追寻顾客需求,追求顾客赞誉 ? 企业成功要诀:追寻顾客需求,追求顾客赞誉 追寻顾客的需求,就是要求员工要时刻捕捉顾客需求,然后予以满足,最高的理想结果是为了追求到顾客的赞誉。 要追寻顾客的需求,首先要了解顾客需求。一般来讲,顾客有十项基本需求:1、受欢迎的需求。2、及时服务的需求。3、感受舒适的需求。4、有序服务的需求。5、被理解的需求。6、被帮助和被协助的需求。7、受重视的需求。8、被称赞的需求。9、被识别和被记住的需求。10、受尊重的需求。 了解了顾客的需求,下一步就要角色换位,当好顾客代表。 作为洗浴员工,理所应当的代表洗浴去面对顾客。这样他并没有错。但这样我们可能是在被动地适应顾客。如果换一个角度,扮演顾客代表的角争,主动地适应顾客,对创造优质服务会更好。顾客代表的角色更贴近顾客。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 93 页 共 145 页 顾客代表,顾名思义,我们应当站在顾客的立场考虑和处理问题,充当顾客的‚脑袋?、‚耳目?和‚代言人?。要为实现顾客的最佳利益说话、办事,进而赢得顾客的信任和拥护的人。没有顾客的信任和拥护,你就没有资格成为顾客代表。 做一个称职的顾客代表,最重要的是建立良好的宾客关系。对顾客要‚象对首长一样尊重,象对领导一样服从,象对朋友一样热心,象对亲人一样关爱?。和顾客保持亲近,了解顾客的内心,将自己融入顾客。 作为顾客代表,还要寻求顾客的反馈信息:顾客的感受如何,他们真的满意吗,他们还有什么意见和建议, 优秀的顾客代表,应该了解顾客的需求,应当是你让顾客满意,顾客对你满意并表示赞许。追求顾客赞誉的意义有三点:第一,顾客的赞誉是对我们工作的肯定和褒奖,这是对员工的最大鼓励,他能够真正激发起员工的工作热情,第二,顾客的赞誉是顾客成为忠诚顾客的一个标志,无论顾客的口头还是书面赞誉,都是顾客发自内心的感受,都是有感而发的,这是真实有效的信息,顾客的赞誉越多,就意味着我们的服务越成功,忠诚的顾客也就越多,所以,顾客赞誉的多少是洗浴是否成功的标志,第三,顾客的赞誉就是口啤,代表着我们在顾客心中的地位,顾客的赞誉是最有效的宣传,也是最直接和影响力最大的宣传方式。 ? 服务管理成功要诀 ? 服务管理成功要诀 细节,细节,还是细节,检查,检查,还是检查 细节,细节,还是细节,检查,检查,还是检查 总结走过的每一步,我们认为服务管理成功的要诀包含了两个词,那是‚细节?与‚检查?。 细,乃细致、细微,节,指环节、节点、部位。强调细节在服务管理过程中的作用,体现的是一种精品意识。工作就是做细节,千万次重复的事,每一次都能小心翼翼的去做好。不让思想的麻痹造成不良产品和服务的出现,小小的差错会给客人、洗浴造成大的损失。 无论是管理还是服务,都要把小事做成精品,而且洗浴本身就无小事,否则就会因小失大。‚细节之处看管理,细微之处见亲情。?是我们对管理和服务工作的要求。由一点可知其面,从点滴之处可以判断管理水平的高低,享受服务的顾客,细微的小事就可深深打动他。因为,只有细节,才能体现出真功和内力。这种细节,不是求全责备,更不是去粗取精,而是先从细节、从小事做起,管理上要求不放过任何一个环节,不存在死角,服务上将心比心,以情换情,捕捉顾客的每一个需求信息。 一屋不扫不足以扫天下,细节做不好不足以成大业。 强调检查,不仅是因为检查是管理链中的重要一环,更重要的原因在于现实的n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 工作环境。现实管理中不注重检查的现象太多,不履行检查也大有人在。 检查是一种责任,而且是每一个管理者的直接责任,它要占每个管理人员工作时间的50%以上。检查是对工作负责,对员工负责,更是对个人负责的集中体现。 完整的管理工作链应该是有布臵、有检查、有反馈。通过检查,可以促进工作的良性进展,保证工作质量,从塑造人的角度来看,监督检查又是为了养成,能够给下级培养一种好的习惯,帮助下级成长。 ‚工作有检查和没有检查不一样,负责任的检查和不负责任的检查也不一样。?因为,有的人经常对艰苦劳动采取逃避的态度,于是养成了懒惰的性格特点,的的人只图自己的利益,对他人不去关心和帮助,时间一长便养成了自私与冷漠的性格。‚人创造环境,同样环境也创造人。?所以,我们不仅提倡检查,而且要做到循环检查,对检查者也要进行检查,检查是为了保证一个公平的竞争环境,检查容易失去应有的作用,甚至成为‚腐败?的影子。检查最终是为了让每位员工自觉遵守一切规则,使员工养成‚自觉、自律、自省?的自我管理习惯。这种习惯有助于企业成功,也有助于个人成功。 对于工作注重细节、养成自我管理习惯的人来说,被检查不是一种压力和负担,而是让别人发现自己良好表现的机会,成功就从这里开始, ? 优质服务成功要诀 热情对待你的顾客,想在你的顾客之前,满足你的顾客的需求,让你的顾客惊喜。 这四句话对通常向优质服务成功各种因素的总结,是一个完整的服务过程,通过这个优质服务过程,目的就是让顾客满意,进而把顾客塑造成洗浴的忠诚顾客。这也是一个复杂的过程,这个过程需要我们投入整个身心。 接待顾客、与顾客相遇,首先要向顾客显示你积极热情的态度,态度是心灵的表白,通过你积极热情的态度让顾客感觉他,她,的存在与到来正是你内心的期待与期望。热情对待顾客需要我们:热情主动为每一位顾客服务,不管他,她,的年龄多大或相貌怎样,时刻调整好自己的心态,即使在事事不顺的时候,仍能对顾客保持积极热情的态度,遇到难以打交道的人不会产生消极情绪,顾客对你的服务表示满意或给予称赞时,你的自我感觉很好并能感到非常高兴,见到顾客有困难和需求,能从心里为顾客着急,并设法帮助其解决,及时化解顾客的抱怨,尽管不是你的错,并使顾客满意。在对顾客显示你自己积极热情的态度时,还必须注意你的外表、修饰要达到职业化,与顾客交往时留意说话的语气和方式并注意形体语言的表达。给顾客的感受是他在此备受关注和尊敬。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 95 页 共 145 页 优质服务对于顾客,仅有热情的态度是远远不够的,你要想在顾客之前,站在顾客位臵,从他们的角度去观察、识别顾客的需求,预测顾客的需求,了解顾客的需求,顾客有被理解、受欢迎、受重视和感受舒适的四种基本需求,此外,顾客还有享受及时服务、有序服务、受尊重、被帮助和被协助、被称赞、被识别或被记住的需求。识别顾客的这些需求,要求我们殷勤待人,观察顾客并了解优质服务的时间需求,善于倾听,寻找隐藏在语言下面的感情,那才是真实有效的信息,感情常常比语言更重要。以此来获得顾客的反馈信息。总之,需要用亲情、倾听、换位思考、殷勤、观察,才能发现顾客的需求。 识别了顾客的需求,接下来就需要你来满足顾客的需求,满足顾客需求,需要具有简明表达的能力,用适当的证据和形式向顾客、上级、同事传递、沟通信息,履行工作中所有的任务和职责。当突发事件发生时,继续提供优质服务并做好延伸服务。满足客人需求,我们需要遵循的最基本原则是:对顾客永远不能说‚NO? 永远不能对客人说‚NO?,因为顾客满意是我们的服务宗旨。无论顾客的需求多么难办,首先要以能够‚办成?的态度去办。 在职权范围内能办的事情,立即向顾客承诺,并在顾客预期的时间内兑现,超出职权范围的问题,按‚119原则?火速逐级请示解决。 对顾客的需求必须给予‚答复?。要清楚,逐级请示只是过程,为顾客解决需求和困难才是目的。在经过努力确实无法满足客人需求时,要给客人一个让他感到我们已经尽心尽力地的答复。 要做好附加服务,即当顾客的需求超出洗浴的服务能力,如洗浴人满,或客人在店外遇到困难时,我们也应主动为客人解决需求和困难,使客人满意。 遇有‚老、弱、病、残?或其他需要紧急帮助的顾客,不必请示即可全力投入援助,从第一个面对顾客的员工开始,‚接力式?为顾客服务到底。 这还不够,要给顾客一个惊喜,‚个性化细微服务?最能打动客人,力求给每一个客人留下一点值得回忆的最美好的东西,想方设法给客人一个惊喜,客人才会牢牢记住我们。这就要求我们把心用在‚了解客人需求、发现客人需求、预测客人需求上,从客人不经意的一句话中,从客人的一个细微的表情动作中,发掘和利用一切服务机会,给客人一个意外的惊喜和超值的感受,用我们服务的闪光点达成‚顾客非常满意?,让顾客永生难忘。 ‚顾客?是一本厚重的、读不完读不俗的书。起初,我们从这本书读出了‚吸引顾客?的道理,后来我们读出了如何达到‚顾客满意?,现在我们从中明白了什么叫‚顾客忠诚?。我们有服务理念的重心已经转向‚塑造忠诚顾客?。 我们应始终铭记:一个洗浴做得是否成功,最醒目的标志是你拥有多少忠诚顾客。衡量你的服务是否成功的标准,不是看来了多少顾客,也不是一次服务中n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 的顾客满意,而是看你让多少顾客成为回头客。 许多事实让我们懂得,越是挑剔和抱怨的顾客,越容易成为我们有回头客。顾客挑剔和抱怨时,应认识到这是一个天赐良机,因为顾客为我们创造了一个提供优质服务的机会,利用你的优质服务消除顾客的抱怨,在处理顾客的抱怨和不满时,当洗浴的利益和顾客的利益发生冲突时应谨记:洗浴利益不是第一,顾客满意才是第一。只要不是拿走整个洗浴,为解决顾客的抱怨和投诉,你要努力提供顾客想从你这里、需要从你这里或期望从你这里得到的任何东西,记住:顾客带着抱怨来到我们洗浴不是我们的错,如果顾客带着抱怨离开我们洗浴,那就是我们的错。 满足顾客的需求,消除顾客抱怨是我们的天职,为顾客解决了困难和需求,是我们最大的欣慰和成功, ? 做事成功要诀 完整的管理工作链必须有布臵、有检查、有反馈, 凡事以目标结果为导向,事事追求一个好的结果,无需别人催促,主动去做应做的事而不半途而废。 事业的成功,需要百折不挠、坚忍不拔的精神。 以上四句话是我们对工作行为的总结,并把之奉为做事成功的要诀。 就管理工作而言,我们常见到的领导形象是颐指气使、官僚主义。要么下车伊始,指手划脚,要么高高在上,认为‚官?是坐出来的。只知道指挥别人,却从不躬亲于事,并以‚管理是通过别人完成工作的艺术?而自居,结果可想而知。 为了走出这种管理工作的误区,我们提出了‚有布臵、有检查、有反馈?的管理工作链。强调检查,能够扼杀官僚主义作风,让管理者走下去,走进工作当中,研究、观察、监测与考评,同时,检查也是提高下级工作能动性和责任心的重要手段。强调反馈,是因为管理者不仅要把自己工作任务的开展情况向上级汇报,还要通过检查获取到信息进行分析研究,总结过程中出现的问题,从而做好下一步的工作布臵。我们说,这是一个质量提升的循环过程。 要说做事,对任何人讲:‚做事没有头绪,象无头的苍蝇乱飞?,可能都不承认自己如此。但是要说,你虽然做事井井有条,任劳任怨,但是成绩不理想,而我们又只看功劳,不看苦劳,表扬和奖励都没有你的份时,你又肯定会说制度不平、分配不公,怨天尤人。这也是我们常见的现象。但是,过程与结果是不能待同的。比如服务理念中‚100-1=0?的道理,已经把答案明显地告诉了我们。所以,我们强调‚凡事以目标结果为导向,事事追求一个好的结果,?让员工不n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 97 页 共 145 页 仅重视过程,更要重视结果。 ‚无需别人催促,主动去做应做的事而不半途而废。?这是志向成功的人的标志。卡耐基说:有两种人不能成功,一种是别人催促不主动干事的人,一种是别人催促也干不好事的人。而走向成功的人,都是那些‚无需别人催促,主动去做应做的事而不半途而废?的人。这里强调的有两点:一是积极主动的心态,二是坚持不懈的追求精神。积极主动,就是不要把事情当成是别人做的而是为自己的发展,或是为组织的共同愿景而做,坚持不懈,则是不要被过程中的些许困难吓倒,在困难面前不能后退,而是要知难而上。只有这样,才能掌握和控制事情的主动权,才能逐渐登上成功的阶梯。 事业的成功,不可能是一帆风顺的,常要经历许许多多的挫折和磨炼。在挫折面前,必须有百折不挠、坚忍不拔的精神。成功与失败往往只差半步。在最困难、最艰苦的时刻,就看你能否挺得住,战胜困难、战胜自我,否则,遇到困难就退缩,永远都不会到达成功的巅峰。百折不挠、坚忍不拔,是一种积极向上的品格和精神,它来自于人们对事业执着的追求和热爱,对成功的渴望,从而形成的信念甚至是人生的信仰,是指向成功的航标。在通往成功的途中,面对所遭遇的困难与挫折,除了保持积极应对的心态和坚定矢志不渝的意志外,更要发扬百折挠的精神,遇刚克刚、遇强克强,始终坚定自己的事业目标,只要坚信你能成功,成功就在不远处等你。 ? 服务差异观:有效服务和无效服务的差别,在于感受、诚意、态度和人际 关系技巧的不同 服务的基本构成有两个方面,一是程序特性,一是个人特性。程序特性指提供产品和服务的方法和程序,个人特性指在与顾客打交道时采用怎样的态度、行为和语言技巧。 程序特性和个人特性的强弱又形成了‚不关心顾客?的冷淡型服务、‚把顾客当成数字排列?的生产型服务、‚对顾客服务心有余而力不足?的友好型服务,以及‚关心顾客,并提供服务来满足顾客?的优质型服务等四种不同的服务类型。 对于顾客来讲,他花钱买服务的目的就在于体验和感觉,也就是感受,顾客感受的好坏,直接决定了服务是否有效。顾客对服务的心理需求比功能需求更重要,心理上产生的作用比功能的作用更能决定服务的价值。顾客的感受是对一次服务的综合评价,而不是对服务过程中某一步骤的界定。如果一次服务中有九个步骤都是优质型的,只有一项没有做好,顾客的感受就不是完美的,这一次服务也就不是优质型的服务,至少它没有让顾客带着完美无缺的感受离开,而是让顾客带着遗憾而去,这种服务就是无效服务。 在个人特性中,影响顾客感受的因素又有诚意、态度和人际关系技巧三个方 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 面。 诚意,是指对顾客提供的服务是否是诚心诚意、发自内心的,诚实正直可赢得信任,而信任则是建立良好关系的基础,信任是一种高尚的感情,信任产生信任,友情产生友情。对顾客的服务,包括对任何人,都不能采取欺诈行为,谁都不喜欢被斯骗,说一次谎话就意味着未来的一百次都是谎话,变卖了信任,就等于变卖了自己。不从内心发出的各种服务就像插在花瓶里的花,缺少根对养分的汲取,结果只能是昙花一现。对顾客的服务没有了诚意,这次服务的价值就趋向于零。 态度,是指对顾客服务所采取的一种心态。态度决定一切,积极、热情的态度不仅能够赢得顾客的良好感受,而且能够更好地把问题处理好,这是做事的前提,消极、冷淡的态度则会使顾客产生反感,且会严重影响处理问题的效率与质量。积极热情的态度意味着主动,消极冷淡的态度则意味着被动,一种是顾客友好、优雅、和谐、有兴趣,一种则是对顾客不敏感、冷淡、缺乏感情、疏远、不感兴趣。没有积极态度的服务,也是零服务。 影响顾客感受的另一个因素,是人际关系技巧。人际关系技巧,是指人的行为和语言技巧。在与顾客交往过程中,你的一言一行,一举一动,甚至包括服饰打扮,都会影响顾客对服务的总体感受,一个小的细节,会导致服务大打折扣,甚至是服务的价值降低为零服务。不仅如此,一件小事还往往会改变对一个人的印象。因为人的内心是敏感和脆弱的,你给顾客的印象得不了高分,那么你与顾客交往的效果就是低效的。 总之,服务需要情感和技巧,但技巧是为了赢得顾客良好的感受,所以,必须在情感上发息内心地为顾客提供服务,这是有效服务的基础和保障。 ? 顾客认识观:顾客不是蛋糕上的糖霜——他们是蛋糕,糖霜是由优质服务 带来的良好信誉和丰厚利润 如果对洗浴整个的经营活动进行一个形象比喻的话,顾客就是蛋糕,信誉与利润则是蛋糕上的糖霜,并且是优质服务酿造出的糖霜。 顾客来了,并不意味着我们就拥有了良好的信誉和丰厚的利润,信誉和利润是通过我们的优质服务创造出来的,是优质服务的副产品,洗浴的良好信誉、利润与顾客的关系就象蛋糕上的糖霜和蛋糕一样,糖霜是依于蛋糕而存在的,失去了蛋糕,糖霜将无可依存,就象中国的一句老话:皮之不存,毛将附焉,失去了顾客这个蛋糕,信誉和利润将无法、无处产生,因此,面对顾客时,你必须迅速进入服务的角色,显示你热情积极的态度、利用你娴熟的服务技能满足顾客的各种需求。人们常说:把蛋糕做大。即蛋糕越大越好, n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 99 页 共 145 页 人们得到的利益会越大。但是,不要忘了,蛋糕越大,往蛋糕上抹糖霜的技 术要求就越高,难度就越大,当面对更多的顾客时,需要你更精心的服务。 同时,你还必须在服务结束之前,测试你所提供服务的顾客的满意度,知道 你的顾客对你的服务哪里满意,哪里需要改进,并采取措施给予保持和改进, 顾客的满意度越高,他再次回来的可能性就越大,我们的糖霜才有可能越来 越大和越来越厚。记住:赚所有客人的一次钱容易,赚一位客人所有的钱则 难。答案只有一个,那就是优质服务。 ? 制胜法宝:用信仰塑造、锤炼、建设一个和谐的团队 和谐的团队是立于竞争激流中的磐石,是无往不胜的利器。 什么是团队, 团队就是众多个体为了实现共同目标而组成的集合体。团队特征有以下几 点: ? 目标明确而统一,所有团队成员的最终目标都是一致的, ? 团队成员的岗位责任明确,分工清晰,不重叠,不反复, ? 团队成员的个人综合素质能力必须要胜任岗位要求,每一个团队成员都是顶 梁柱,能够一夫当关, ? 团队成员必须有协作意识,围绕着团队的最高目标,时刻准备出击,协同作 战能力是衡量一个团队战斗力的重要标志, ? 团队成员必须具备奉献与牺牲精神,在团队中,没有个人,只有位臵,且在 关键时候,位臵也不是唯一。 洗浴本身就是一个大团队,在它的身上随处体现出了团队的特征。 我们用信仰来树立团队意识,统一团队目标,我们的最高目标就是要让顾客满意。 在这一最高目标的指引下,才衍生出我们的各种服务理念,我们才会看到洗浴不准向客人说‚NO?等的服务原则。也是在这一目标的统一下,洗浴所有岗位、所有人员,都齐心协力,发扬团队精神,不断创造佳绩。 在洗浴,虽然以培养、塑造和锻炼每一个员工为‚人本?的核心,给每一个员工学习、锻炼和提升的机会,但是从不强调和突出个人,而重团队 我们始终坚信,个人仅仅是团队的一分子,成绩的取得,是全体团队成员协员作战的结果,而不是哪一个人的伟绩,不是单兵作战的果实。但是每一个人、每一个岗位做好自己的本职工作,则是团队前进的保障,所以我们不主张个人,但我们强调个人的作用。 同时,协作与奉献是团队和谐的音符。在日常工作中,我们常见的现象是:‚事不关己,高高挂起?。我们知道,工作中有10个环节,9个环节都做得非常好,只有1个环节的1个人某件事做得不好,最终产生的效果都是全局性的。这种n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 ‚自扫门前雪?的现象,是团队的大敌。 ? 四个‚服务? 上级为下级服务,二线为一线服务,上工序为下工序服务,全员为客人服务 我们对顾客的理解是一个‚大顾客?的概念,同样,我们对服务的理解也是一个‚大服务?的概念。 通常,人们把那些来洗浴洗浴、按摩、休闲的光顾者称为顾客,因为他们是来消费,来送钱的。而那些来拜访顾客的人却往往成了‚被遗忘的角落?,应该说,客人的客人也是洗浴的客人,至少是洗浴潜在的顾客群体。 无论是访客还是到洗浴参观的客人,他们的需求是洗浴提供服务、展示形象的机会。他们是潜在的消费客人,给他们留下一个好印象,不仅他们可能来消费,而且还会成为宣传洗浴的义务广告员。 服务是人与人之间最基本的关系——人人都生活在服务之中,我为人人,人人为我。我们在为别人服务的过程中,也在享受着别人对我们的服务。 在洗浴内部,员工也是顾客,包括管理人员在内,。上下级之间、上下工序之间、一线和二线之间,都构成‚顾客关系?。因此,产生了‚大服务?。这个大服务,包括了对外部顾客的活动和对内部顾客的活动,最终满足大家的共同需求。 在实际工作中,我们更强调‚上级为下级服务,二线为一线服务,上工序为下工序服务,全员为,外部,顾客服务?,强调互相服务,共同创造对消费顾客的优质服务。 下级是上级的顾客,上级不仅是下级的领导者和管理者,上级对下级也不单是给任务,不觉 要给出下级完成任务自身并不具备的条件,上级要为下级完成任务而提供服务。 二线对一线的服务是内部服务关系中最重要的,二线提供服务的质量,能够直接影响到一线对客人的服务质量。在这一服务关系中,要求二线要做到对一线工作的特别理解。 ? 充分理解一线的地位。我们提倡‚一线工作至上?。就是说,一线员工直 接面对客人,为客服务,他们所处的位臵最重要,在洗浴工作的舞台上, 一线唱主角,二线唱配角,最终都是为客人满意。二线员工要自觉克服心 理上的障碍,摆正位臵,某当配角,某做幕后无名英雄。二线为一线要象 一线对客人一样要热情、亲切。 ? 充分理解一线的急需。一线在对客服务中,常常向二级提出紧急需求,包 括人力援助。时间紧,任务急。作为二线员工应当把一线的急需看作就是 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 101 页 共 145 页 客人的急需,打破‚按常规办事?的工作方式,认真做出永远是‚YES? 的回答和承诺,千方百计提供有力的服务保证,满足一线需求,切不可强 词夺理,更不可臵之不理。 ? 充分理解一线对二线工作的不满。在相互协作中,一线对二线的工作常常 表示不满意。面对这种不满,切不可认为是一线对二线部门过不去,而要 以平静的心态严以自责和反省。要知道一线的不满正是用客人的视角看待 二线工作的必然反映。即使一线的意见或投诉与实际情况有出入,也应当 理解一线的良苦用心。 ? 充分理解一线的甘苦。一线人员相对比较辛苦,他们劳累一天,需要二线 为他们提供衣、食、住、行方面的优质服务。由于个人修养、心态和情绪 等情绪,某些一线员工对后勤保障工作不满,甚至是挑剔,二线员工要宽 容他们,并用温暖的双手为之排忧解难,用真情去感化他们。 这种‚大服务?概念,向我们的员工提出了要求,每一位员工都要认清自己的角色,每一位员工都是服务员,但最终目的都是为了向客人提供优质的服务。 ? 五个‚相互? 相互尊重、相互理解、相互关心、相互协作、相互监督 创造良好的工作环境,是保证事业成功的基础。但这种环境必须要建立在‚五个相互?的基础上,才能是健康稳固的。 相互尊重的实质是什么呢, 作为一个管理人员,你的上级是管理你并带领你工作的‘‚人?,你的平级是对你工作起协助作用的‚人?,你的下级是在你的领导下与你同心同德共同完成同一使命的‚人?。这里强调的虽然是三种不同级别的‚人?,但他们都同样有‚人?的最基本的需求——受尊重的需求。这种需求就象人每天要吃饭,每天要睡觉一样,只不过一种是生存需求、一种是精神需求罢了。 满足了生存需求,人就能生存下去,满足了精神需求,人就会产生无形的力量,它会激励人们以更高的热情、更积极的态度去面对所做的一切。 作为管理人员,不但要学会为员工创造良好的工作环境,更要学会怎样为员工创造良好的工作环境。那么,学会尊重上级、尊重同事、尊重员工就显得尤为重要。但这里要值得一提的是‚相互尊重?绝不是‚一团和气?。因为‚一团和气?只是‚放纵?了‚人?的‚行为?,而绝没有尊重‚人?。 相互理解的实质,就是换位思考。 当有些事情的结果不尽人意时,很容易引发出种种指责,或者授计谋于对方,最终满足自己的私愿。人们不难发现,指责的话语中往往是‚他如何如何、他如何如何不会办事?等等。假设让他站在对方的立场,他的话就会变成‚你 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 如何如何、你如何如何不知道我的苦衷?等等。这只能说明一个问题,那就是不能设身处地的站在他人立场替他人着想。换句话说缺乏宏观意识。这是管理人员的大忌。 洗浴的运作是一个整体的运作,它象齿轮一样不能只自己转。与其自己转不如不转,因为那是空耗。所以说相互理解就是换位思考,就是拿自己的利益与洗浴整体利益相权衡的过程。这就是‚相互理解?的根本。 相互关心的实质就是一种奉献,是心和心的相印。关心的下面有‚情?,更有‚责任?在里面。 ‚情?和‚责任?是相辅相成的,有了真正的‚情?,才会有强烈的‚责任?感。‚情?是一种营造,是一种培育。 作为管理者,就是要通过关心员工来营造和培养洗浴的家庭氛围。把员工当成自己的兄弟姐妹,履行家庭般的亲情使命。 作为领头羊自然就有了一份‚责任?感。‘‚责任?是一种塑造是一种关心,没有以真正关心员工为铺垫,是不能负起这份责任的。 所以‚情?和‚责任?是相辅相成的。不仅要对员工动之以‚情?,更要让员工晓之以‚理?,不仅要授之以‚鱼?,更要授之以‚渔?,这才是真正的关心。 相互协作的实质是建立一个团体的过程。 没有协作就不可能建立起一个团队,更谈不上建立一个能打硬仗的团队。协作的本身又是一种互补,通过相互取长补短,来增强团队的凝聚力。拼图游戏就是这个道理。一个人、一个部门的力量毕竟有限,如果承认这一点,就会发现自身很多的不足,而这种不足又恰恰是永远弥补不完的,因为人无完人。在我们面对工作的时候,都是工作要求我们,而不是我们要求工作。因此,当工作要求我们时,我们的不足之处只有靠协作来弥补。相互协作的最终目的就是在创造我们战无不胜的团队。 相互监督的实质是委托别人帮助自己进行‚自我完善?的过程。 ‚监督?是一面镜子,是发现自身‚缺陷?的最好工具。人的最大弱点就是爱听好话,因而就很难发现自己的不足,甚至于别人指出也很难接受。因为这毕竟不是好听的话。那么‚监督?这个工具就很难接受了。这就是我们常说的对于‚监督?机制不能理解,以至于不能正确对待的原因。 试想一下,当你的脸上有污迹,走在公共场所时,有一好心人给你指出后,你能指责他吗,回答是否定的。那就是感激。那么这位好心人的行为不就是‚监督?吗,而这种‚监督?你能接受,那么工作上的相互监督为什么就难 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 103 页 共 145 页 以接受,道理都是一样的,但却未必都想得通。正确理解了相互监督,才能 积极对待这种相互监督,更会感激这种相互监督。因为,一段时间后,你会 发现你进步了许多。 ? 六项准则 上级为下级服务,下级对上级负责, 下级出现错误,上级承担责任, 上级可越级检查,下级不允许越级请示, 下级可越级投诉,上级不允许越级指挥, 上级关心下级,下级服从上级, 上级考评下级,下级评议上级。 这是上下级之间的六项准则,这六项准则不仅是对上下级的角色定位,还反 映出了我们在上下级之间的管理原则。具体可以概括为三个方面: ? 一个人只有一个上级 一个上级的原则是指:企业中的每位员工只有一个直接级,在行政隶属关系上只有一个上级,即直接上级,作为员工只服从一个上级的指挥,也只向一个上级报告,而且受一个上级的考评,对一个上级负责。 企业内,任何一位员工只接受一个上级的命令,企业内无论对哪一件工作来说,一个下级只接受一个上级的指挥,这就是‚一个上级?的原则,否则,权力将受到损害,纪律将受到破坏,秩序将被扰乱。 一个人只能有一个上级。 如果有人对一个上级的原则提出异议,那就告诉他一个上级的原则特性:是在一具组织系统内,在同一时间里,在同一类事务中。一个上级的原则是特定组织系统内的特定原则,不是泛指。 ? 逐级原则 逐级的原则是指上级对下级,可以越级检查,不能越级指挥,下级对上级,可以越级投诉,不能越级请示。 上级对下级,检查可以越级,而且必须要越级。因为上级,他不仅要检查直接下级的工作,他还要检查间接下级每一个人的表现,这也是上级考评下级依据的来源。但是,指挥必须是逐级的。即使在越级检查的过程中发现了间接下级的问题,上级也必须要遵循逐级指挥的原则。越级指挥带来严重的后果:影响了直接下级的工作威信,扰乱了直接下级的工作计划,引发直接下级与间接下级的矛盾,工作效率不仅没有提高,反而越来越低,最终使企业形成了一个下级对上级,可以越级投诉,不能越级请示。投诉,也就是告状,这里所讲的告投诉,基本上是对直接上级的投诉,所以这种告状可以越级,而且可以越过多级,直到企业的最高领导者。只有这样,下级的投诉才不会被上级掩埋,也避n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 免遭受直接上级的直接报复。但是工作请示在正常情况下,必须向自己的直接 上级报告。因为只有自己的直接上级对自己有指挥权和评议权,即便出现了错 误,承担责任的也只能是自己的直接上级,所以无论是工作开展前的请示,还 是工作总结情况的汇报,都要向自己的直接上级进行报告,不能越级。 三大生存发展要素:好的理念+好的机制+不断创新行动 洗浴究竟要靠什么取得了成功,什么是一个公司保持长久活力的基因,应当把哪些基因移入所管理的公司,换句话说,要总结出哪些东西是必然的、长远、有持久力的东西,而不是那些随着时间的推移很快磨去光芒的东西。 这个问题解决得好,有助于更好的开拓未来,使我们的公司获得稳定持续的发展。 我们追求的成功,不是‚暴发户?式的幸运,也不是‚昙花一现?式的短暂辉煌。而是要塑造始终充满活力的‚百年老店?的品牌,并由这个品牌国辐射出来的规模经营。让公司成为‚长寿型?著名品牌企业,这是一个崇高的‚愿景?,是我们希望达到的远大目标。因为一个企业辉煌几年、十几年,都没有什么了不起,都谈不上是真正的成功。 总结过去,借鉴国外超级品牌公司的经验,我们得出了一个成功‚三大要素?的公式: 成功=好的理念+好的机制+不断创新行动 成功的标准是动态的,永远不能停留在一个水平线上, 好的理念总是反映时代精神的,不是僵化落后的, 好的机制总是适应时代变革要求的,不是一成不变的, 创新行动是最重要的,没有行动就没有一切,而没有创新,行动只能重复过去,周而复始地停留在一个平面轨道上。 变化变革是绝对的,不变是相对的。绝对的变革和相对的稳定才是正常的发展。 按着上面的公式,在现阶段,乃至今后较长一个时期,促进洗浴从成功走向更大成功的‚三大要素?可分解为以下几个方面: 1、 始终坚持‚以顾客为导向?的理念 无论是经营,还是管理和服务,顾客总是起‚制导?作用。这一点,我 们必须牢牢记住。我们的脑袋是长在顾客身上的,没有顾客就没有我们 洗浴,顾客是洗浴的生命,洗浴的经营决策、管理制度和服务行动,都 应该能够找到顾客的影子。 2、 不断改革和完善洗浴内部的运行机制 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 105 页 共 145 页 小平同志指出,一个好的机制会使坏人变好,一个坏的机制会使好人变 坏。可见,机制是非常重要的。要经营管理好一个洗浴,就要研究经营 管理机制问题。 机制,原指一部机器的构造和工作原理,后来引申到生物学、经济学、 企业经营管理学等方面。一部机器的构造和工作原理不好,该机器各个 部件的运作就会不和谐,生产的效率就会打折扣,还会严重影响产品的 质量。 洗浴是一个组织,内部构成的各部分之间的相互关联、相互作用的原理, 促使其产生综合效率和效益的经营管理方式,就是人们所说的机制。机 制是内在的,不是表面的。简单地说,就是动作原理和方式。 3、 大力倡导创新精神和创新行动 成功总是和创新连在一起的,不断创新,就意味着成功。 创新,首先是一种精神,这种精神的内涵就是:不满足现状,有更高的 追求,能够舍去旧的东西,渴望新事物诞生,敢于探索,不怕担风险。 创新,贵在行动,天天喊创新,没有行动等于零,一个行动胜过一打口 号。 广大员工是创新的主力军,必须充分发挥每个员工的聪明才智,让他们 广泛地参与进来,创新的领域是广阔的。理念、机制、产品、服务等都 应当也能够创新。 要营造一种创新环境,促成一种好的创新行动机制,多出创新成果,快 出创新成果。 ? 形象模式:品德高尚、意识超前、作风顽强、业务过硬 中国的传统武术在国外被称为‚中国功夫?。‚中国功夫?的内涵包括‚武德?和‚武功?两个方面。‚武德?是塑造高尚的‚人品?,‚武功?是锤炼高超的‚技艺?,而且在这个圈子内非常崇尚‚严师出高徒?的信条。 我们培养人、塑造人就要象‚中国功夫?一样下功夫。 我们要塑造什么样的员工, 第一是会做人,第二是会做事。人品好,才能气正,气正才能成大器,大器之才能做大事。培养什么样的人需要设计,我们期望中的员工的理想品格是:品德高尚、意识超前、作风顽强、业务过硬。 这四大基本物质的形成,需要风吹和雨淋、需要熔炼锤打。温室里长不出万年松,不经火的洗礼,烧不出好瓷,炼不出好钢。溺爱和放纵只能是误人子弟,成就不了人才。过度关注生活福利,是对‚以人为本?的歪曲和误解。 塑造人、锤炼人,是一项长期而艰巨的工作任务,不是一朝一夕所能奏效的。必须坚忍不拔,持之以恒,才能做到‚功到自然成?。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 每一个管理人既要接受塑造和锤炼,又有责任塑造和锤炼好自己的下属。 1、 把‚严是爱,松是害?作为第一经验,天天讲,反复讲,使之成为大家 共同接受的育人成才的理念。 2、 用‚敬业、诚实、奉公、自律?塑造人的思想品格。 3、 用‚满负荷?甚至‚超负荷?的工作压力,锻炼和考验一个人的意志。 比如,加任务,压担子,加班加点,有意识地培养顽强的工作作风和承受 压力的能力。水没有压力上不了高楼大厦,人没有压力永远达不到自我突 破。 4、 用‚挫折法?锻炼一个人的心理承受和自我控制力,塑造一种好的心态。 一个人经受的困难和挫折越多,就越成熟,对环境的适应能力就越强。有 意识地出一些难题或者给员工一点‚过不去?是必要的。工作上的转折、 评价上褒贬、职位上的上下、薪水上的升降,都是挫折考验。抓住你的错 误不放,批评、通报、降职、降薪,看你能否用一种积极的心态来对待。 这样的磨炼,对一个人的成长是大有好处的 5、 给人以学习和锻炼的机会。我们要给每个人更多学习理论和业务知识的 机会,同时要创造机会,让每个人能够锻炼他们实际的工作能力。上级要 甘当下级进步的‚铺路石?和‚人梯?,因为在帮助别人进步的同时也是 在帮助自己。 注重培养员工的超前意识和创新意识。有了这两种意识,才能产生或接受好的理念,促进创新行动。意识是深层次的东西,需要‚润物细无声?的长期潜移默化才能形成。 ? 七项行为标准 ‚对顾客要真诚,对企业要热爱,对工作要执著,对上级要忠诚,对同事要帮助,对员工要负责,对下级要培养。‚ 这七项行为标准实际是员工的角色定位。 对顾客要真诚。付出真诚,才能创造顾客忠诚。真诚是一种没有成本的付出,它所需要的只是你要保持一种良好的、与人为善的心态,对人诚恳热情,乐意帮助别人。对顾客而言,真诚是洗浴最基本的待客之道,顾客在品味服务所带来的感官享受的同时,更需要服务所带来的心理上的愉悦,因此,真诚的态度,真诚的情感,真诚的关注对顾客来说至关重要,对洗浴而言,真诚是对顾客的承诺,只有真诚付出才有真心回报,播下真情才能收获关爱。这不仅是对顾客的心态,也是做人的准则。 对企业要热爱。对于员工而言,企业是重要的港湾,它是生存的资源基地, n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 107 页 共 145 页 是我们施展才华的舞台,企业的存在,使得我们有衣穿,有饭吃,每天可以自由地呼吸新鲜的空气,展示我们服务管理上的风采。企业是实现自我的载体,失去或者是离开它,我们都将面临生活和人际关系的动荡,一个人的力量是有限的,就象一滴水,离开了大海,就很难显示它的威力,我们要把自己融入到企业之中,为它的发展贡献自己的力量,爱企业就是爱自己,热爱企业是做好工作的前提,既然爱企业就要与企业同荣辱、共命运,爱是行动的动力源,不爱企业,行动就会乏力,甚至是被迫的。 对工作要执著。执著地工作是我们要求的职业风尚,是一种职业精神,它源自于对工作的热爱和对企业的忠诚,是通向成功的重要途径之一,对工作的执着,会使我们在工作中辨清方向,认准目标,永不言充,直到成功,体现在为客服务上就是不懈地追寻顾客的需求、追求顾客的赞誉,最终创造顾客满意,对工作的执着要求我们对待工作不能马马虎虎,更不能得过且过,而要认认真真、一丝不苟地做事。 对上级要忠诚。不是提倡搞小团伙,拉帮结派,而是要求下级对上级要实事求是,坦诚相告,既不要对上级吹嘘,拍马迎奉,也不要研究和捉摸上级,汇报工作、反映情况,专说上级喜欢的,更甚或欺骗上级。对上级的忠诚,更重要的体现在一切处于公心,敢于从大局出发,为企业着想的角度指出上级的不足和缺陷,敢于进谏,而不是明哲保身。 对同事要帮助。帮助同事,就是帮助自己。在工作职责范围以内进行协助,是理所应当,助人为乐则是一种精神与时尚。助人本身就是一种奉献精神,是一种美德。 对员工要负责、对下级要培养。这是管理者的责任、义务。管理者首先是服务者,是员工的服务者,管理者的工作要受到下级的监督和评议,员工是管理者的工作对象,所以作为一名管理者,其工作首先要为员工负责。同时,管理者的职责不仅是管理下级,更指导和培训下级,管理者既是老师,又是教练。老师做好了,教练合格了,下级才能做出好的成绩,再说,下级的成功,本身也是上级的成功。 这七项行为准则,说白了是洗浴文化的行为体现,是洗浴文化观念与员工角色的融合,是我们的行动准绳。 第一章 态 度 篇 态度是人们对于事情的看法和采取的行动,它会依每个人思想意识和认识 水平的不同而出现差异。因此,态度各有不同,有的积极热情,有的消极萎靡。 提高对态度的正确认识,对洗浴企业具有非常重要的意义。虽然态度本身 多种多样,但洗浴企业的员工在工作中却只能持有一种,那就是努力为顾客服 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 务,让顾客满意的积极态度。行业自身的特点决定了我们靠提供服务谋求生存,在这个过程中,积极的态度是不可或缺的,它是商品价值和服务价值得以实现的前提。所以,洗浴企业的员工把顾客的利益和需求放在第一位是天职。每天,在我们离开家门走上工作岗位之前,调整好自己的心态是非常必要的。面对即将开始的工作,只有做好充分的心理准备,进行准确的个人角色认定,保持积极的工作态度,才能在接待顾客的过程中主动迎合顾客需求,达到顾客满意。 态度是关键,只要态度端正了,一切问题都可以迎刃而解。 洗浴自成立以来,虽然一直反复强调态度的重要性,但是,在某些员工身上,诸如不热情、不耐烦、不主动、不负责、不尊重、不友善、不公平等不良态度仍然不同程度地存在,并给企业带来了严重的影响。只有认识到这些态度产生的根源和危害,彻底加以改变,才能实现服务上的改观。 第一节 不热情的态度 不热情的态度其外在表现可以被描述为冷淡与冷漠,它源自人们对某个人或某件事缺乏兴趣。 人的态度总有冷热差别,这本是极其正常的,只要不伤害别人,理应得到承认。但是,洗浴企业的特点,却不允许冰冷态度的存在。固然,不热情态度的产生有其客观原因,比如长期重复工作造成的麻木和厌倦,或者工作和生活变动时期的不安状态都可能直接导致员工对顾客的忽视和冷淡。但是,从职业角度讲,这都不能作为冷落顾客的理由。在洗浴的环境中,员工的角色是服务者,顾客则是享受者。员工的不热情态度无疑会使自己的服务大打折扣,这对付费享受的顾客显然是不公平的。工作兴趣的磨灭在于自身调节能力和发现能力的低下,而顾客是无辜的,他们没有义务承担这份责任。顾客非常敏感,他们不会接受一个冰冷冷的企业。如果不热情的态度在员工中盛行,最终会使企业与顾客的距离越来越远。假如真的到了那一天,即使我们再付出千百倍的热情,恐怕也来不及了。 第二节 不耐烦的态度 不耐烦是最为常见的一种态度。 不耐烦的情况,几乎每个人都曾经历过。当繁杂的程序或需求即将打破习惯性的行为模式,不耐烦的态度便会产生。它是内外力对人们发生作用的结果。从外部因素而言,紧张的环境,如自然环境的恶劣、工作环境的压抑、竞争环境的激烈等都会使人们因工作量加大、工作要求提高而承受超出平常习惯的压力,从内部因素而言,性格、经历与心理承受能力的局限使人们在挑战和压力面前容易产生失衡心态。两者最终都将导致人们的心绪不佳,引发厌烦情绪。n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 109 页 共 145 页 但无论是外界因素还是内在原因,其本质都表现了一种不适应,往往是忽视自我调节的结果。 通常情况下,当外界的冲击较小,或者人们的思想准备比较充分的时候,心态上的不平衡容易得到调整,不耐烦的态度也就容易得到抑制,相反,出现不适应情况的几率就会很高,所以,面对不断变化的情况,我们要在精神上有所准备,提高自控能力,否则很可能有好的愿望,却达不到好的效果。 在员工中,不耐烦的态度常常被忽视,因为它对顾客的伤害并不是十分直接,而是具有一定的隐蔽性。但是,员工不耐烦的服务却往往直接导致服务工作的失败。我们发泄烦燥情绪的一句牢骚,可能会使企业永远失去某位顾客,这对企业的影响是不容忽视的。 第三节 不主动的态度 主动的态度与不主动的态度往往只有一步之遥,两者的区别就是是否需要外力推动。但是,就是这一点差别,却能让两种态度产生的效果相差千里。 主动态度下的工作状态是积极的、向上的,它会不断追求工作的圆满,而不主动态度下的工作状态是消极的、平庸的,它只求工作完成,并不指望业绩提升。在不主动的态度下,该今天完成的工作可能要等到明天,该满足的需求非要拖一段时间才能实现,除非有管理者督促和提醒,否则决不肯提高工作的效率和质量。 不主动态度的形成有很多原因。从人本身的因素讲,一是个人能力有限,对所发生的事情根本就不知如何下手解决,二是骨子里的惰性使人故意降低工作标准,以减缓自己的压力,从外界环境的因素讲,工作主动的人往往更容易得到领导的赏识,但也会因此受到周围同事的排挤,于是被迫压抑自己的主动性,最终与大家保持一致。 不主动的态度最大的危害是员工对‚分外?工作的忽视。对洗浴企业而言,虽然不论态度主动不主动,都能为顾客服务,但是,如果我们的目标是要实现顾客的百分之百满意,不主动的态度就变成了最大的障碍。因为,顾客的满意是一种综合的感觉,往往不是通过一两个工种的努力就能够实现的,它要求管理层与执行层、后勤与一线、商家与厂家的共同配合。于是,大家都会有很多‚分外?的工作要做,在这种情况下,如果我们的态度不主动、不积极,让顾客百分之百满意也就成了一句空话。 第四节 不负责的态度 责任,是对一个人分内应做之事的具体约定。由于责任是一种约束,所以人会本能地逃避,特别是在岗位要求不清和对工作没有热情的情况下,不负责的态度很容易产生。 不负责态度的实质是过分以自我利益为中心,所以不愿严格要求自己,工作n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 只按最低标准执行。出工不出力、遇事往后躲、当一天和尚撞一天钟都是这种态度的具体表现。 对于企业而言,员工不负责的态度具有很大的危害性。它将导致人们不能认真对待岗位,只是机械地‚打工?。因为工作只被员工看作谋生手段而不是热爱的事业,所以企业很难实现根本上的业绩提升。 在一个企业中,最需要激发的就是员工的责任感。在责任感增强的氛围中,制度才会淡化,员工才能自觉地从企业角度思考问题,而工作对其也不再有分内分外的界限,只要是企业需要的,员工就拥护,企业反对的,员工就鄙弃。拥有一批责任感强的员工,企业服务水平的提高将是一个主动的过程,而假如员工都对企业持不负责的态度,企业的前景就相当可怕了。 第五节 不尊重的态度 对于尊重的需求是人的需求层次中一个重要的层面。它是在人与人交往过程中所体现的尊敬和重视,是一方对另一方社会价值、存在价值及优点特长的认可。尊重别人是一种美德。但是,在现实生活中,在洗浴企业的员工中,对他人不尊重的态度还经常可以看到。它通常表现为用傲慢的语言和动作表达自己对他人的轻视。 在尊重他人主要源自个人过于良好的自我感觉。当员工自认为在外貌、经济实力、文化水平等方面优越于顾客时,不尊重的态度便会产生。 洗浴企业的工作性质决定了我们每天要接触到无数的顾客。由于生活环境、文化层次、收入水平等方面的差距造成顾客在审美趣味、行为方式、消费习惯,包括穿衣戴帽上存在种种的不同。对此,员工要理解和认可,不能用自己的标准去衡量。自己的生活方式不一定就是最好的,对自己不喜欢、不习惯的事物要学会接纳和欣赏。再者,不管什么样的人,只要走进洗浴的大门就拥有了一个共同点,那就是都是我们的服务对象。员工作为侍者,没有权力去评价顾客间的差别,更不能因这种差别的存在而不尊重顾客。否则,顾客在洗浴中连起码的尊重都得不到,还奢谈什么满意的获得吗, 第六节 不友善的态度 服务接待工作的特点使其员工亲和力的要求很高。一个亲切、温和、善解人意的员工可以给顾客非常美好的消费感受,而员工的友善态度也是顾客信赖企业的一个前提条件。然而,在实际工作中,员工的不友善态度还十分常见,它集中表现在接待过程中蛮横、生硬及对顾客需求粗暴践踏方面。 不友善态度的产生来自文化和经济的原因。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 111 页 共 145 页 从文化因素看,由于人们很少受到宽以待人的教育,多年来又习惯了距离交往,所以缺乏对亲和力的认识和感受。人们总是在一定距离内各行其是,自我约束方面变得薄弱,往往仅凭自己的意愿行事,很难顾及别人的心理感受。在这种文化的熏陶下,人们形成了一些固有的语言习惯和行为习惯,在语言的音调高低和动作的快慢轻重上都不太讲究,从而使不友善态度有了存活的土壤。 从经济因素看,店大欺客的思想余毒仍在戕害部分员工的心灵。他们认为自己作为大企业的员工就有了资本,把顾客当作对立面,看重自己的舒服惬意,而不顾顾客的利益和需要,只要觉得顾客的要求超出了自己的职责范围或者侵害了个人的局部利益,就会以不友善的态度进行抵制。 对顾客不友善会导致得失之间的巨大反差。员工通过不友善的服务,得到了某种发泄,获得了心理平衡,但失去的却更多。对于不友善的态度,顾客是有条件、有能力进行规避的,也就是拒绝继续接受这个企业的服务。长此以往,企业会遭到我们淘汰,员工个人的生存也自然免谈了。面对如此巨大的危害,我们应该自觉改变不友善的态度,为实现顾客的满意而努力。 第七节 不公平的态度 不公平的态度是在接待顾客过程中最为恶劣的一种态度。在这种态度支配下,人们处理事情不能做到合情例题,最典型的表现是故意设臵障碍刁难顾客,其裨是拒绝为顾客提供服务。 不公平的态度产生于残酷的政治斗争和恶劣的生存环境。在这种条件下,人们往往产生压制别人的阴暗心理,希望通过给别人设臵障碍来获得心理满足,或者当别人具有某种优越的嫉妒心理,于是通过刁难别人来表现自己的不甘心和不服气,以实现心理的平衡。 这种态度表现在洗浴企业的接待服务工作中,原因就更加复杂。有不满企业制度的约束,认为企业制度过于严格,但自己不好直接违反,所以通过为难顾客获得满足,有反感顾客的需求:觉得顾客的要求太高或过于繁琐,于是想通过设臵障碍消减顾客需求,让顾客自动降低标准,有官商思想作怪:把个人利益臵于首位,方便留给自己,麻烦扔给顾客,有欺软怕硬恶习的操纵:顾客越老实,越容易成为其刁难的对象…… 这种恶劣的态度也许能给员工带来一些幸灾乐祸的快感,但对于顾客来讲是十分不公平的。本来通过一个环节就可以实现的需求,却因为员工心态的不端正,需要顾客在若干个环节,周旋,为此付出高于预期若干倍的时间或精力。面对员工的这种态度,顾客是很容易被激怒的,它相对于其他问题所引发的后果更严重,矛盾更激烈,纠纷更不易解决。尽管其危害性显而易见,一些员工仍沉湎于对顾客的戏弄中,看着顾客着急上火,自己却在一旁窃笑,这种做法无疑阻碍了服务水平的提高。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 第二章 管 理 篇 解决了态度问题,洗浴企业的员工将会以饱满的热情,努力追求顾客满意的实现。但是,是否只要保持良好态度,就可以高枕无忧了,不是,卡尔〃西威在他的《终身顾客》一书中指出:‚对人友善只占为顾客提供良好服务的20%。关键在于设计能让职工第一次就做好服务的系统。?这种‚系统?的建立在于管理。 什么是管理:管理是对人、企业或某项工作进行预测、决策、计划、指挥、协调、监督的过程。通过管理,人们可以将自己的行为纳入一个规范的轨道,遵循事物内在的规律,以最少的付出获得最大的收益。 对洗浴企业来说,服务管理是其管理工作的重要内容,它决定着企业服务水平的高低。从服务角度看,经济的繁荣使洗浴企业经营的项目琳琅满目,从顾客角度看,生活水平的提高使顾客的需求丰富多彩,从员工角度看,个人在文化背景和性格习惯上的不同使员工对同一事物往往存在不同的判断。进行这一切差异的协调,并使之统一在争取实现顾客满意的共同目标下,需要我们改变工作的随意性,从服务工作中找到具有规律性的东西。这要靠管理来实现。 随着社会化生产程度的提高,现实对管理的要求更加严格,管理的意义越发重大。然而在实际工作中,粗疏的、脱节的、无序的、残缺的、失效的管理依然大量存在,成为企业发展的障碍。这说明广大管理者的素质政治家待提高。作为管理工作的具体操作者,管理者团队意识的强弱、反应速度的快慢及处理问题能力的高低都将使管理出现不同的局面。选拔优秀管理人才,创造良好管理条件,实现规范管理服务,形成先进管理文化是洗浴企业的当务之急。 第一节 粗疏的管理 粗疏的管理是一种简单的、缺乏精细化要素的管理。它的形成来自多年政治工作的影响,总是强调大概念,讲究大原则。人们在频繁的政治运动中形成了运动型的思维模式,做事只重过程,不重结果,于是,工作中的细微之处被当作繁文缛节而遭到忽略,‚大概齐?的工作作风使管理缺乏系统性,不能发挥应有的作用。 随着社会的发展,人们在实际工作中越发感到进行精细化管理的必要,特别是具体操作人员,这种要求尤其迫切。但是,进行精细化管理说起来容易,做起来则是一个庞大的系统工程。工作内容的繁杂和工作压力的巨大使人们有畏难情绪,社会风气对管理方面进行的尝试,态度也十分消极,同时管理经验的不足和管理理论的落后也给管理水平的提高设臵了障碍。在这种状态下,人们的信心不足、创造力不够、知识力量不强,不敢进行管理方面的变革,也不知 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 113 页 共 145 页 如何进行变革。 我们面临的是与传统思维方式和工作方法的分离问题。我们的管理工作必须如大海里的章鱼,将触角伸及企业运营的各个角落,以尽可能详尽的管理措施实现工作目标的量化和工作方法的细化,杜绝疏漏顾客的需求,健全、完善管理体系,保证为顾客服务的全面到位。 第二节 脱节的管理 管理中理应联系的事物没有联系起来,造成环节与环节之间的不衔接,这就是管理的脱节问题。它在管理中经常出现,是影响管理质量的一个重要因素。街接是现代化管理的突出表现。人类社会进入工业化时代以后,为了提高工作效率,减少消耗,,降低成本,分工越来越细,一项工作的完成,需要许多人的共同努力才能实现。随着社会的发展,这种趋势愈发明显,它要求人们必须具有很强的为下道工序提供服务的意识,以适应分工与合作的要求。 相比于工业企业,服务企业员工的团队意识和工序街接意识较差。很多洗浴企业,由于没有良好的团队意识塑造,员工普遍强调自我完善、自我发展,对洗浴的整体工作缺乏参与感。其实,洗浴的管理更应该注重环节的街接。桑拿洗浴业是劳动密集型产业,员工人数较多,特殊的工作性质又需要进行班次轮流,这无疑都会使交班过程中的工作街接成为一个突出的问题。常见的情况是,顾客的需求往往因员工交接工作的不当面未获实现,脱节的管理严重地影响到顾客的满意度。 实现管理工作的彼此街接、环环相扣,关键是要树立工序意识。无论哪一道工序,对下一道工序而言都是一个准备,所以,管理工作在设计本道工序的细节时要考虑下一道工序的需要,注意整体的匹配问题,强调员工之间的相互配合,从而形成一个完整的管理链条,最终实现服务对象的满意。 第三节 无序的管理 管理的特点要求管理必须有条理、不混乱。管理是庞大的,并非一人、一物、一事那么简单,因此要注意工作中的统筹安排,做到不条不紊、秩序井然,也只有这样才能发挥管理的效能。无序的管理等于在做无用功,虽然有管理的过程,但是得不到任何结果,在市场经济条件下,终将因为没有价值而被淘汰。管理体制全方位的,涉及范围的广泛使其有主次、轻重、缓急之分。只有根据事物各环节的先后整体中作用的大小,分别采取不同的管理方法,才能适应管理的需要。 有序的管理在洗浴企业中意义更加重大。行业的动态特点,使我们必须根据市场环境和顾客需求的变化,确定自己不同的管理重点,同时还要充分调配和使用企业现有的设施、设备、空间、人力资源,在实现顾客满意的同时使企业的收益也达到最大化。实现这一切,都需要管理者站在一个更高的角度审视管n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 理工作,保证管理在有序的状态下进行。 进行有序的管理,是对管理者能力的一个考验。在实际工作中,大多数管理者能够认识到管理的重要性,他们也确实在进行着管理,但往往因个人能力的限制,或者对事态的发展缺乏预见性,在思想和物质上准备不足,或者对管理对象内在的规律性把握不住,分不清轻重缓急,从而造成了管理中的无序状态,而这种状态不改变,服务质量的提高就是一句空话。 第四节 残缺的管理 由于担负着保证工作顺利进行的使命,管理应该是完整的、系统的。但是,作为思想范畴的产物,管理需要通过制度这个技术层面转化为可认知、可执行的经营决策和规章约束。但制度却会因制定者能力的限制、外界环境变化的影响和市场需求的丰富而出现种种的不适应。从这个角度讲,制度存在漏洞是不可避免的。然而,虽然漏洞的存在是客观的,但它却会给完善管理的实现造成障碍。‚差之毫厘,廖以千里?,管理上的漏洞将造成企业的落后和沉沦。 因此,要想建立科学的管理体系,形成良好的自我运行机制,就要处理好两个问题。首先,要建立监督体系,使制度在一定标准下执行,并在出现纰漏时制止违反企业管理制度的行为,将员工的思想重新拉回制度的轨道之内,其次,要对漏洞给予更多关注,通过对缺陷的系统调研,及时发现企业制度与顾客需求之间的差距,查漏补缺,尽可能使管理贴近市场、贴近顾客。 对管理者而言,管理残缺本身其实并不可怕,可怕的是面对残缺无动于衷,任其发展扩大,这才是影响管理系统有效性的致使伤。 第五节 失效的管理 一个企业无论处在哪个阶段,只有追求管理的有效性,才能获得持续的发展。 科学的不一定就是有效的,人们往往只考虑如何将被管理对象管得规规矩矩,却容易忽视另一个重要问题:管理在创造效益的同时,也有成本消耗。过分强调管理模式的科学性,而使管理成本加大,是失败的管理。 在客观世界中,存在人与人、人与物、物与物的种种关系,我们需要判断哪个关系才是最重要的。管理不是为了满足领导的要求而存在,对管理最本质的需求来自市场。于对洗浴企业,追求管理的有效性,就要以顾客的利益为先。顾客是管理效果的最终享受者,不考虑顾客享受,为了管理而管理,管理势必无效。 管理因顾客而生,制度因需求而定。脱离了顾客和市场,管理便是一座空中楼客。只有以顾客的需求为根本,才能以最小的管理成本获得丰厚的收益。 第三章 制 度 篇 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 115 页 共 145 页 出色管理的实现有赖于建立完善的制度。制度是对企业运作各环节的具体约定,是要求员工共同遵守的办事规程或行动准则,是管理在技术层面上的操作系统。 制度之所以产生,是为了适应社会化大生产的要求。传统的管理强调经验。当今社会,那种师傅带徒弟,将积累的经验口口相传的方式显然已经不再适合。随着市场的发展,顾客的需求呈多样化趋势,不再局限于物质,而是扩展到更广泛的服务层面。企业对顾客需求的满足,只有通过建立‚规矩?,将常规问题制度化才能得到保证。同时,激烈的市场竞争也对团体的发展提出了更高要求。面对广阔的市场,个人的力量是微不足道的,员工的生存必须依托企业而实现。企业的发展需要形成整体的服务意识和价值观念。但是,员工对服务的认和判断各自不同。把员工的个人意志统一到企业的服务理念之中,把个体服务、个别服务上升为集体服务和统一服务,制度的建立是不可或缺的前提。 制度的存在使员工有了共同的行为标准,它可以使管理简单明晰,减少环节,提高质量,从而实现从感性管理到理性管理的转变。 然而,尽管制度如此重要,很多企业和员工对它的认识仍然不够。有的是没有建立完善的制度,企业在运作中出现无章可循的状态,使管理面临混乱局面,有的是已建立了制度,但员工在执行时存在抵触情绪,故意违反制度,造成有章不循,还有的是制度本身存在过时、僵化、繁冗的问题,由于可担任性差,使制度的执行存在一定难度,出现有章难循的问题。凡此种种,都是我们在工作中需要努力克服的。 第一节 无章可循 做任何事情都要有章可循,否则就是一盘散沙。对于企业,这个道理更加重要。企业是浓缩的社会,其中有分工不同的部门,有情况各异的员工,但是,企业的经营目标却只有一个。为了实现这个目标,员工的个人意志就必须统一和服从于企业的集体意志,而这种统一是通过建立制度来完成的。 但是,我们不能满足于已有的制度,要根据变化,不断完善。众所周知,市场是不断变化的,顾客需求也在进行相应调整,因此制度也应该是发展的,以实现与市场的契合。制度不适应需求不如没有制度。因此,制度的制定不是一劳永逸的,它需要不断地创建、更新、补充和完善,只有这样,员工才能有章可循,避免盲目性的服务。 第二节 有章不循 制度是企业为实现自身发展目标而制定的,所以它具有存在的客观性,作为员工,我们必须遵守。 但是,在工作中有章不循的现象大量存在。主要表现为两种形式,一种是在n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 对制度不熟悉、不理解的情况下发生的无意违反,另一种是明知故犯。 利益的冲突是明知故犯产生的根源。制度的约束性、强制性和监督性的特点,要求其辐射范围内的每个执行者都必须对制度无条件接受,这必然会造成个人利益与集体利益、个人生活习惯与企业要求的矛盾。因此,员工常常感到压抑,有人便通过故意违反制度来发泄心中的不满。 员工对制度的抵触心理虽然客观存在,但是,执行制度却是没商量的。作为员工,既然我们依赖于企业,就要爱企业,就要促进企业向规范化的方向发展。只有这样企业才有生命力,员工个人的生存与发展也才能实现。这一切都是和认真执行制度分不开的。 第三节 有章难循 通常情况下,制度是我们工作的得力工具,它可以为问题的处理提供明确的原则和方法。但是制度有时也会因存在漏洞和不足,在执行过程中出现障碍,发生有章难循的情况。 因为制定者的局限性,有些制度的主观色彩过于浓重,缺乏客观性,执行起来也达不到效果,有些制度在对某个程序进行规定时过于教条,忽略了实际工作中可能出现的各种情况,导致可担任性差,还有些制度尽管总体原则是正确的,但某个局部的细节已经不再适应变化了的市场和顾客,造成执选择难度。 制度难以操作,后果必定是管理成本的增加。顾客觉得不方便,员工也要耗费更多的时间和精力。因此,要对制度进行不断的修改和完善。只有适合客观实际的制度,才是企业需要的制度。当制度符合了这样的要求,员工在接受的时候也就比较容易了。 第四章 道 德 篇 道德是社会意识形态之一,是在法律范畴之外,人们共同生活及其行为的准则和规范。它的产生受到文化和平共处经济因素的影响,其标准是普遍的、稳定的,被公众在长期的社会生活中逐渐认可和接受。道德不同于制度,制度即使再全面也不可能规范人们所有的行为,制度是最基本的,而道德管辖的则是制度难以涉及和无法界定的领域,它对人们的约束来自于社会的舆论和人们的内心。 道德问题一般涉及公共道德和职业道德两个范畴。对同一个人来说,他既有社会人的一面,也通常会有企业人的一面。因此,在社会生活中,他要遵循公共道德,在工作岗位上,则要遵循职业道德。遵循从这个角度来看,也是一种责任,是公民对于社会、工作和所服务对象的责任。一个人对这些责任的履行程度是衡量其道德水平的标尺。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 117 页 共 145 页 道德既是抽象,又是具体的。人们对于道德的评价尽管无法量化,却可以通过各种具体的事件来体会和感知。作为洗浴企业,如果希望获得顾客对我们的正向判断,树立整仃企业和全体员工的道德观尤为重要的。 第一节 公共道德 公共道德的形成是为了解决人们在社会生活中难以避免的利益冲突。它通过建立一种普遍和公认的标准,构筑了人们的行为框架。在这个框架中,个人利益的实现是不能影响他人的,倘若超越了这个界限,就要受到舆论的谴责。 公共道德是每个公民都应该遵守的,它所体现的对他人的维护其实也是对自己的维护。在社会活动中,人们常常会本能地追求也是对自己的维护。在社会活动中,人们常常会本能地追求个人利益的全面实现,特别是当我们臵身于企业之外、家庭之外,很容易觉得失去了约束,获得了自由,所以会有意无意地突破公共道德约束,从而妨害他人利益。但是,此举是对自身生存背景的玷污。由于个人一时的利己主义,企业和家庭都要因此受到对员工和成员管理不善、教育不严的舆论谴责,大家来共同承担一个人违反社会公德的后果,这显然有失公允。因此,我们在日常生活中,要注意克服个人利益驱动的影响,善于自我控制情绪,在做一名好员工的同时,也要做一名好公民。 第二节 职业道德 职业道德是在职业范围内形成的比较稳定的观念、规范 和习俗的总和。它是评价从业人员职业行为的标准,具有特殊的约束力。职业道德主要包括职业道德规范和从业人员的职业道德观念、情感和品质,它是道德体系中的一个重要组成部分。职业道德是在历史上形成,在特定的职业环境中产生和发展起来的,因此具有较强的稳定性和连续性。职业道德反映着特定的职业关系,具有特定职业的业务特征,因而它的作用范围仅仅局限于特定的职业活动中,并以规章制度、工作守则、服务公约、劳动规程、行为须知等形式表现出来。 各行各业都有自己的职业道德,如人们常说的医德、师德、艺德等等,它们的原则都是不能为了自己的利益而损害他人的利益和国家的利益。同样,洗浴企业的商德也是如此。因为它与人们的生活联系最为密切,社会上对洗浴企业的职业道德也格外关注。洗浴企业的职业道德包括质量可靠、价格公平、环境舒适、安全文明、自然环保、诚信无欺、尊重顾客等许多内容,其中,诚信原则是一个重要的组成部分。诚信是实事求是、遵守诺言的表现。只有以诚信为基础,才能获得他人尤其是顾客的信任,这对于企业发展所起的作用是非常关键的。目前,顾客对大型洗浴企业及其员工的职业道德水平还是予以首肯的,这对我们来说既是荣誉,也是一种要求,所以要格外珍视顾客的信任,随时纠n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 正剔除违反职业道德的行为,净化服务领域。 第五章 语 言 篇 语言是人类所特有的用来表达意见、交流思想的工具。 在我们的工作和生活中发挥着重大的作用。对语言运用的好坏将我们的工作和生活中发挥着重大的作用。对语言运用的好坏将直接影响到人们意见表达的效果。语法无误、措辞准确、语音适度是语言运用的基本要求。除此之外,人们还可以通过语调的高低、语气的轻重、语速的快慢向外界传达不同的信息。 语言的作用对于洗浴行业尤为重要。员工在服务顾客的过程中,交流、推销介绍占了很大比重,这些工作要大量借助于语言才能实现,因此,对语言的运用比别的行业更要讲究。职业特点决定了我们在工作时不能只凭自己的感觉,要服从于顾客的感受。我们的语言必须是得体、热情、友善的,要充分体现对顾客的尊重,同时配合以恰当的肢体语言,充分发挥语言的作用。 员工使用的语言要与企业的定位及顾客群体的文化层次相适应,同时,还要注意克服在语言上存在的一些问题。在洗浴企业的工作氛围中,任何对顾客责难、侮蔑、冷漠和随意的语言都是绝对禁用的。常见的情况是,我们得到或者失去一位顾客,原因就在员工的一句话。因此,要实现顾客的满意,语言也是一个非常关键的因素。 服务语言表达技巧 人人都会说话,,但不一定都能把话说的好,一个人说什么话,怎么说话,说的怎样,都能直接体现出他的文化素养、知识水平、思想观念、道德品质、性格特征等等。正因为如此,人们常常根据某个人的言谈举止来判断其素质和身份以及对人对事的态度。 每一种行业,每一职位都有自己不同的语言交际艺术,桑拿服务也是如此。在桑拿服务中,有哪一个服务员不想准确、生动地表达自己的思想呢,但事与愿违的事情又多的是,一些主观的、客观的因素常常制约着服务员的表达效果。这里,着重从主观方面来研究,侃侃桑拿服务员怎样才能做到准确有效的表达。 一、 语言清楚准确。 桑拿属于高规格的交流环境。在这个交流环境当中,服务员往往扮演着很重 要的角色。服务员要演好自己的角色,除了仪表端庄、态度和蔼、主动热情 这些基本的服务要求以外,还要注意应用清楚准确的语言,把自己的意思准 确的表达出来,让客人准确的理解和反馈。服务员在向客人传递信息时,必 须把每一个音节说准确,把每一个句子说清楚,让客人一听就明白。这就要 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 119 页 共 145 页 求做到:1、语音准确2、吐字清晰3、停连得当4、轻重相宜5、升降明显6、节奏均匀。桑拿客人来自四面八方,国内国外,这就要求服务员对国内客人要说普通话,对国外客人要说外语,坚决杜绝方言。因为方言的交流范围较窄,会妨碍广泛的人际交流。 为了避免说错字,服务员还需要自觉的规范语音。为此,服务员应从以下三个方面去努力: 1、 自我诊治,不要胡读乱念。比如‚番禺?读成‚翻禺?。 2、 避免读半边,不要不懂装懂。比如将‚拙劣?的‚拙?读成‚畜? 3、 避免使用音同义异的词语。比如‚娇气?与‚矫气?,‚仙人?与 ‚先人? 二、 语感敏捷自如 语感是人对语言的感知和反应能力。当一连串的话语通过听觉或视觉传 入你的大脑中的时候,你能够迅速而准确的理解其意义和情味,当某种 思想产生与大脑时,你能敏捷的使用恰当的词语把他表达出来,这就是 你的语言感应能力。 桑拿服务人员在与客人交流时,不能老是字斟句酌,要凭借一种对 语言的直觉和敏感能力,非常快捷的理解其含义并进行语言编码。为此, 服务员应从三个方面去做: 1、丰富自己的词汇。话语是词语的汇集,没有丰富的词汇,就不会有丰富的 话语,更谈不上敏捷自如的感应。显然,第一位重要的是丰富自己的词汇,怎么样丰富词汇呢,一是要处处收集那些新鲜有用的词汇。这就需要通过读书看报、观看影视戏剧、收听广播、参加讲座,与人交谈等来获得丰富多彩的词汇。二是要弄清每个词的音、形、义,随时储存,随时使用。 2、辨析词的特点。词汇的海洋辽阔无比,尤其我们汉语中的近义词特别多,有些词组看起来没有什么差别,但细加品味,用处却都大不 相同。例如:‚收集?与‚搜集?,前者的意思是‚使聚集起来?后者 的意思是通过寻找聚集起来。对‚资料?来说,我们要用前 者,对‚遗失的文物?来说,我们要用后者。辨析词的特点,应 从词性、词义、词的感情色彩、语的语体色彩、词的搭配对象等方面来进行。 比如这则对话。客人问:‚小姐,你最喜欢什么 ,?服务员答:‚我爱阅读王朔的小说。?其中,‚阅读?和‚读?同义,但前者 多用 于书面语,后者多用于口语。服务员不了解这一区别,误 将‚阅读?代替‚读?,使人听起来很别扭。 3、正确进行语言编码。语言编码要遵守语法原则。一是要按词或词组的排列顺序正确编码,二是要避免出现语病,三是要正确使用虚词。笔者一次去n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 一郊外餐厅用餐,问一服务员:‚你们生意还好吧,?服务员说:‚我们餐厅虽然远离市中心,但环境安静的很,有些客人喜欢到这里来用餐,所以生意还算不错。?既然‚远离市中心?当然‚环境安静得很?,但二者之间没有转折关系,却加上了表示转折的连词‚虽然。。。。但。。。。?,这显然是不对的。 三、 措词贴切恰当 服务员说话,是要告诉对方某种意思,传达某种信息。只有措词准确贴切, 才能达到正确传递信息的目的。假如措词不当,产生歧义,那么客人就可能听 不明白,就会产生误解,造成交流的障碍。要做到恰当措词,必须按照以下要 求去做: 1、要有认真措词,词必达意的意识。如果思想上认识不到恰当措词对表达意思的重要性,那么就不可能达到贴切恰当措词的效果。 2、措词要通顺,不能误用词语,影响表达及意思。便如:某饭店车场管理员对来客说:‚先生,请把车辆靠右一点停。?‚车辆? 是集合概念,‚车?才是个体概念,这里应用‚车?而不是‚车辆?,因为管理员特指来客所驾驶的那辆车。 3、措词的意味和色彩要相符。例如:‚行为?和‚行径?,都指所作所为,然而,‚行为?是中性词,‚行径?是贬义词。‚食盐?与‚氯化钠?,前者是普通用语,后者是特殊用语,具有专业用语的色彩。 4、不要乱造词语,要注意约定俗成。例如:‚鸡已啼叫两遍了,您该起床了吧。?‚啼叫?意义不明确,对交流有影响。 四、 言词谨慎谦虚 心理学研究证明,一般人都讨厌那种高傲狂妄的人,他们不喜欢听这样的人讲话。一有适当机会,他们就会使这种人难堪。 客人来自五湖四海、七十二行、各个阶层,不管是饭店管理人员还是服务人员与客人打交道中,假如你的话语、你的语气、甚至你的手势、你的表情都使客人觉得你认为自己比他们知道得更多些,智能更高一些,知识更广泛一些,阅历更丰富一些,那你就糟糕了。因此,饭店从业人员要牢记:在与客人交往中,谦虚的言词是最受欢迎的言词,谦虚的人是最受欢迎的人。 怎样才使言词谨慎谦虚呢,我们应该这样去做: 1、 要有虚怀若谷的胸襟, 2、 要有和蔼可亲的态度, 3、 要有甘当小学生的心态, 4、 要有诚实可信的表现, n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 121 页 共 145 页 5、 要有永不自满的精神, 6、 语言是朴实无华的, 7、 说话是经过考虑的, 8、 言词能博得客人的欢心, 9、 没有高高在上的心理, 10、 没有搬弄谦虚的套话, 11、 没有训人的口吻, 例如:服务员听了客人一些话语不高兴,顶撞对方一句:‚你这个人怎么这样,?这就不符合言词谨慎谦虚的要求。‚你这个人?含贬义,用‚你?代替‚您?是不尊重客人,‚怎么这样?是训人的口吻,也是不尊重客人。 五、 话语主题明确 主题是指说话者所表达的明确意图或中心思想,它集中体现出说话人对反映的对象的主观认识理解和评价。主题是言谈的中心,它在谈话中起主导和决定作用。人们衡量一个人说话质量的高低,价值的大小、作用的强弱,主要看主题如何。 在饭店服务中,话语主题明确包括两个方面:一是明确理解客人讲话的主题。服务员常常会遇到这样的情况,客人询问饭店的服务项目价格情况,了解当地的风土人情、人文景观、交通情况等等,如果客人方言太浓,或者声音太小,服务员没听清楚或没理解明确,无法把握客人讲话的主题是什么,此时,服务员一下要及时请客人解释一下,从而真正理解客人的心思,明了客人说话的目的。只有这样,才能做到有的放矢,不致于造成盲目服务的后果。二是明确表达自己讲话的主题。服务员在客人交谈时,发音要清晰,语速要适中,语调要适当,并要突出主题,让客人一听就明白。服务员为了使自己话语的主题明确,应该注意以下三点: 1、明确话题。服务员讲话的时候,心里要有底,弄清楚准备什么。只有胸中有数,才能言词切要。 2、紧扣话题。服务员的话语中要有明确的聚焦点,不能想到哪儿就说到哪儿,兴之所至,漫无边际。 3、突出中心。服务员的话语中选择的材料、详略的安排、次序的先后,乃至于谴词造句都要服从于主题。 近年来,从以下五个方面来规范服务语言,已收到了良好的效果。服务人员不仅能做到准确表达,而且还能充分发挥自己的语言天赋,灵活运用祖国语言,从而极大地满足了客人需要。前不久,一位熟客带着他的朋友来宾馆五福酒家用餐,因为是熟人,服务员小苏便说:‚李先生,您还是去桂湖厅吧,?李先生点头表示同意。客人落座后,小苏又问:‚您今天吃点什么,?李先 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 生答:‚随便配点吧?。小苏两句看似简单的两句话,却包含着许多令客人温 暖的信息。‚您还是去桂湖厅吧?,言下之意是‚李先生常来这里用餐?,‚您 今天吃点什么?,句下之意是‚李先生天天到此进餐。?小苏为李先生在客人 面前争得了面子,李先生心里十分高兴。 今天,为了适应激烈的客源市场竞争,洗浴硬件建设大多搞得不错,这样, 洗浴软件建设也就成了吸引客人的另一重要方面。因此,洗浴在拥有完善配 套的设施设备基础上,应该在提高员工的综合素质上下功夫,尤其要注意提 高服务人员的语言表达技巧和能力。只有这样,才可能吸引更多客源,赢得 市场竞争的胜利。 浴 场 员 工 奖 罚 条 例 第一节 总 则 在制定和执行本条例时,我们需要先向员工讲明一个道理,那就是:‚严是爱,松是害?,孟子说:‚大匠诲人,必以规矩?,没有规矩,无以成方圆。一个好的制度体系可以将人变好,一种不好的环境可以把好人变坏,特别对于尚不成熟的年轻人,你们就象一棵小树,不加修整,就不能成材。在,洗浴名称,,员工的行为构成了服务,而没有严格的行为规则,优质服务便无从谈起,非议和拒绝严格,就等于扼杀优质服务,是对自己、对家人、对集体的不负责任, 我们的制度和规范约束是严格的,严格是,洗浴名称,管理的底色,这种‚严?字管理风格表现于严格的高标准要求,严肃的执行检查,以及严明的奖惩,对出现的违规违纪问题,不迁就,不搞‚下不为例?。可能我们的严格会不被人理解,但我们决不怀疑严格有什么不好,因为创建一流的企业,需要有一流的员工,因为员工高素质才是企业的最大竞争力,才是企业的立基之本,而一个企业的长远发展,靠的就是用严格管理锤炼出来的具有自律自强的优秀员工。我们坚信严格会把我们带上成功之路。在这里有一点是必须要强调的,我们对员工严格管理的出发点是‚爱?,是‚慈父般的严管厚爱?, 因为松松垮垮干不成大事,放任自流是误人子弟,企业没有发展,员工也不会有出息。这里面蕴涵了,洗浴名称,这个大家庭对员工成才有为的期望,也充满了对企业成功发展的憧憬。 第二节 员工的奖励 第一条 嘉 奖 对有下列表现的员工,应予以嘉奖,每次奖励5至30元奖金: n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 123 页 共 145 页 第1款:品行端正,吃苦耐劳,适时完成重大或特殊交办任务者。 第2款:工作积极,服务热心,受到宾客表扬,具有先进事迹者。 第3款:认真工作,刻苦学习,服务和其他技能水平明显提高者。 第4款:乐于助人,团结同事,有显著善行佳话是为公司荣誉者。 第5款:不怕困难、肮脏、劳累、主动参加份外工作足为模范者。 第6款:拾金不昧,拣到客人钱财、物品能够及时交还或上缴者。 第二条 记 功 对有下列表现的员工,应予以记功,每次奖励30至200元奖金: 第1款:对技术或制度建合理议改进,经采纳实施有明显成效者。 第2款:严格开支,合理利用,节约消耗品及其他费用有成效者。 第3款:为维护宾客的生命、财产安全,挺身而出,见义勇为者。 第4款:正直无私,敢于检举违规事件以及损害公司利益行为者。 第5款:发现事故苗头,能及时采取措施,防止重大事故发生者。 第三条 记大功 对有下列表现的员工,应予以记功,每次奖励200大至800元奖金: 第1款:遇有意外事件或灾害, 奋不顾身, 挺身而出者。 第2款:保卫员工安全,冒险执行任务,确有突出表现者。 第3款:维护公司利益,敢于与不良行为和势力做斗争者。 第4款:对公司发展有特殊贡献,足为全公司同仁表率者。 第5款:热衷公益活动,荣获政府嘉奖和群众一致赞扬者。 第三节 员工的处罚 第一条 警 告 有以下行为之一者,予以警告,每次处以5,30元的罚金: 第1款: 不及时服从主管人员合理指导和安排,情节轻微者。 第2款: 上班时间,精神恍惚, 姿态不雅, 不用心工作者。 第3款: 因个人过失致发工作错误,没造成损失情节轻微者。 第4款: 因班前准备工作不足,影响公司营业或对客服务者。 第5款: 不按规定着装和佩戴标志,仪表不整或口有异味者。 第6款: 不能适时完成上级交办任务且拿不出正当的理由者。 第7款: 迟到、早退、脱岗、串岗、以及无故在公司逗留者。 第8款: 见到宾客、上级和同事不问好,不微笑,不起立者。 第9款: 不按照服务规程服务,工作效率和服务态度不宜者。 第10款:工作时间擅自接听私人电话, 或办理私人事物者。 第11款:工作区内躺卧、看电视、吃东西、吸烟, 或扎堆聊天者。 第12款:不按规定使用员工专用设施以及通道,或使用客用设施者。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 第13款:不按规定和时间 吃饭、扫除、培训、作息或其他活动者。 第14款:对客人提出的要求不能及时处理或汇报,引起客人不满者。 第15款:对班前会上强调过的问题不重视,不表态,不及时整改者。 第16款:布臵的工作不落实、开展工作不扎实、反映情况不真实者。 第17款:使用客用物品,或造成水、电、煤、粮和其他物品浪费者。 第18款:工作当中不能做到反应快,动作快,没能及时提供服务者。 第19款:月底综合考核和评议不及格,或技能、业务培训不过关者。 第20款:有其他未列入前述条款内的影响工作的行为,情节轻微者。 第二条 记 过 有以下行为之一者,予以记过,每次处以30,200元的罚金: 第1款: 在一定期限内警告满3次, 且功过无法平衡抵销者。 第2款: 不服从上级工作指示和调配,当众争执,或不礼貌者。 第3款: 对宾客指指点点,嘲笑客人失慎或不理会客人询问者。 第4款: 工作中酗酒,或其他时间酗酒,影响他人工作休息者。 第5款: 未经许可不等候接替先行下班,或擅自倒班和替班者。 第6款: 因疏忽致造成机器设备或物品材料损坏或伤及他人者。 第7款: 私自会客 或擅自将亲友或他人带入营业区或宿舍者。 第8款: 带情绪上岗,对客淡漠, 服务不周, 不关心客人者。 第9款: 经常性的迟到,早退,脱岗,串岗或值班时间睡觉者。 第10款:不按规定进行商品、物品、岗位、钱款、卫生交接者。 第11款:在工作场所喧哗,吵闹,嬉戏,妨碍正常营业秩序者。 第12款:开展工作无布臵,无检查、无反馈,影响工作进度者。 第13款:对别人的违纪行为不能正确监督,知情不报或袒护者。 第14款:对上级重大指示或有期限命令,无故未能如期完成者。 第15款:直接或变相的向客人索要财物,或收受小费和财物者。 第16款:怠慢工作或变更工作方法和调换岗位,致影响服务者。 第17款:班前不准备、班中不督导、班后不检评、轻视工作者。 第18款:不能正确处理员工间的工作矛盾,或激发员工矛盾者。 第19款:不注重部门间配合及协作,有小集体作风影响团结者。 第20款:不尊重或理解员工,不关心员工生活、学习和困难者。 第三条 记大过/留用察看 有以下行为之一者,予以留用察看,每次处以200,800元的罚金: 第1款: 不正确的对待批评和处罚,屡劝不听或态度蛮横、强硬者。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 125 页 共 145 页 第2款: 不逐级或到办公室反映和解决问题,搞私下或背后议论者。 第3款: 不按照公司规定的程序和要求开牌、开单、输单、结帐者。 第4款: 怠慢工作或擅自变更工作方法和调换岗位,致影响服务者。 第5款: 轮班制员工拒不接受轮班,或擅离职守,造成一定损失者。 第6款: 月内旷工达2日者或迟到3次或早退3次或脱岗3次者。 第7款: 顶撞、 欺骗客人,或与客人吵架, 或严重怠慢宾客者。 第8款: 在工作场所或工作中酗酒滋事,影响营业和公司秩序者。 第9款: 在公司内与客人过分亲热或谈恋爱及员工之间谈恋爱者。 第10款:随意涂改重要文件、票据, 更改或删除计算机资料者。 第11款:对工作推委,拖拉、扯皮,做事不认真、不讲究效率者。 第12款:阳奉阴违,搬弄是非,蛊惑人心,抵对公司新颁政策者。 第13款:不配合质量检查人员或保安员例行正常的检查和督导者。 第14款:拉帮结派,侮辱或诽谤他人,或做伪证,或制造事端者。 第15款:对员工的进步不负责任,放任自流,搞‚一团和气?者。 第16款:管理人员滥用职权假公济私,营私舞弊或搞打击报复者。 第17款:管理人员不能做到 以身作则,处事为公,身先士卒者。 第18款:采购、结算、收银、工程等工作中把关不严造成损失者。 第19款:连续两月考核不合格,或培训后服务技能无明显提高者。 第20款:屡教不改,在一定期限内记过满3次且功过无法抵销者。 第四条 开 除 有以下行为之一者,予以开除,不发资遣费: 第1款: 违反本条例前述所有条款,情节性质严重,影响恶劣者。 第2款: 打架或用暴力威胁、恐吓同仁,妨害集体秩序和团结者。 第3款: 利用工作和职务之便,营私舞弊,中饱私囊,搞贪污者。 第4款: 参与赌博,收藏、传播一切禁品,或有流氓行为者。 第5款: 无故全月累计旷工达3日或全年累计旷工达9日者。 第6款: 组织或煽动他人怠工、罢工、跳槽、或聚众闹事者。 第7款: 在公司工作期间,违法乱纪或被处拘留以上处分者。 第8款: 偷窃或侵占客人、 同仁或公司财物, 经查属实者。 第9款: 毁坏公司财务凭证以及设施设备,造成重大损失者。 第10款:未经许可,兼营或兼任与本公司同类业务或职务者。 第11款:制造、散播、传播谣言,损害集体内部感情关系者。 第12款:擅自伪造或篡改或盗用公司印信或其他单据证明者。 第13款:携带刀、枪或其他违禁品或危险品进入营业场所者。 第14款:泄漏公司技术、营业上的机密,致公司蒙受损失者。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 第15款:利用公司名誉在外招谣撞骗,致公司名誉受损害者。 第16款:纠结或招引社会不良闲散人员来公司徘旋或滋事者。 第17款:玩忽职守,致生变故,致使集体和客人蒙受损失者。 第18款:在营业区域内搞色情服务或做不道德交易和行为者。 第19款:在一定期限内记大过满2次且功过无法平衡抵销者。 第20款:在留用察看期内仍不思悔改,或继续有不良言行者。 第四节 员工的功过抵销规定 第一条 嘉奖与警告抵销。 第二条 记功1次或嘉奖3次, 抵销记过1次 或警告3次。 第三条 记大功1次或记过3次,抵销大过1次或记过3次。 第四条 功是功,过是过,功过相抵规定旨在激励员工进步。 第五节 附 则 第一条 本条例与公司其他规定、规程和标准同步执行。 第二条 本条例自 年 月 日起试行。 第三条 本条例的解释权归公司质检部所有。 洗浴 年 月 日 以上规定我已经全部看了,并保证严格遵守,如有违反,愿意接受相应的处罚。 所在部门: 员工签字: 搓 背 技 师 规 章 制 度 1. 负责水区内每天下午和晚上营业前后的四次卫生扫除工作,做到卫生区内无 杂物、无毛发、无污渍,无水迹,无水碱,无死角卫生,物品摆放整齐,巾 被品铺放平整,扫除时注意节约去污用品和用水,做不好,每处承担经济责 任5元。 2. 客人来要问好,客人走要道别,为客人服务时不得和其他技师聊天,妨碍了 客人要说对不起,擦完背要搀扶客人下床,并提醒客人小心滑倒,做不好, 承担经济责任5—30元。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 127 页 共 145 页 3. 不得带包、带食品、穿鞋或在非工作时间进入公司,时刻注意自己的仪容仪 表,工作中始终保持饱满的精神状态,做不好,承担经济责任5—30元。 4. 严格按照规定时间为客人做好服务,在服务中随时与客人沟通,询问客人对 手法轻重的意见,并做好二、三楼按摩项目的推销工作,做不好,承担经济 责任5—50元。 5. 做好客用物品,例如沐浴露、洗发水,的节约工作,不得使用公司的任何物 品,不得在夜间12点以前洗澡,不得在水区内洗自己的衣物,做不好,承 担经济责任10—100元。 6. 维护公司形象,不可讲不利于公司形象的话,不得做有损公司形象的事,不 得泄露公司的营业秘密,如有违反,视情节从重处理。 7. 控制好冲浪的开关,1、2、3号和大池的温度、水位和水质,及时换水、洗 刷、排污,做不好,承担经济责任30—100元。 8. 控制好桑拿房内的温度,处理好桑拿房内的气味,经常到桑拿房询问客人是 否需要冰水,并及时将桑拿房被巾整理好,清理好离开宾客遗留的物品,做 不好,承担经济责任30—100元。 9. 在填写服务单的过程当中,不得多做少开单,也不得少做多开单,下单时应 看清客人手牌号,不得出现重复下单或下错单的情况,做不好,承担服务项 目2—10倍价格的经济责任。 10. 服从公司颁布的各种政策,如有问题须到办公室找总经理反映解决,不得搞 私下议论,不得挑拨劳资关系,否则严肃处理。 11. 搞好内部团结,遇见同事和领导须微笑问好,不得在客人面前大声说话或争 执,不得和同事争吵或相互拆台及打架,做不好,承担经济责任10—200元, 情节严重的,马上辞退。 12. 注意和水区服务员的协作,对服务员在工作中出现欠缺的地方应及时指出, 帮助改正,不得用不友善的语气和服务员说话,做不好,承担经济责任10 —50元。 13. 服从上级的管理,接受水区主管的监督和质检人员的检查,不得顶撞、侮辱、 威胁管理人员,如有违反,视情节从严从重处理。 14. 搓背技师应在不上钟的时间,做好水区内宾客的接待服务工作,帮助坐浴的 客人打沐浴露,搀扶客人上、下池和二楼,帮助客人拿洗刷用品,帮助客人 拿 15. 消极怠工,工作不积极,不认真、不细心,对客服务不热情,不主动,不彻 底,搓背手法、时间、力度不到位,以至影响搓背数量和搓背质量的,一次 罚款,二次留用察看,三次辞退。 16. 每天排出两名值班人员,负责每天下半夜到第二天中午上班前水区内的服务n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 工作,做好期间的宾客接待和卫生整理工作,要求有客人在就有值班技师在, 不得怠慢客人,不得脱岗,串岗,早上在6点半到7点期间可轮流离岗吃饭, 时间不得超过20分钟,上午7点—中午12点必须上岗服务,承担经济责任 10—50元。 以上规定与《员工奖罚条例》和公司的其他规定并行,自 年 月 日起执行。 按 摩 技 师 规 章 制 度 1、录用原则 一、 本公司招聘员工根据实际要求,对有志为公司服务者,以该工作的业务常 识为标准进行考核,凡道德品质好,为人大方,开朗、履历清楚,专业按 摩技术水平过硬,通过考核,先例和录用条件者,均有被录用的可能。 ,1, 应聘者必须向公司提供身份证复印件,相片及有关证件。 ,2, 应聘者仪表端庄、五官端正、身体健康,没有传染病。 ,3, 应聘者经考核合格方能正式上岗,成为公司正式员工,公司员工需交押金 1000元,需要学习的员工需交纳学费500元。 ,4, 工资的发放形式由公司决定。 ,5, 公司将视业绩情况,对有特殊贡献及成绩突出的员工给予奖励。 2、员工若违反公司的有关规定,将视其情节轻重给予处罚,甚至开除,员工不得提出无理的要求。 二、服务宗旨:‚宾客至上服务第一? 服务口号:‚真情服务展现自我? 服务素质一次到位,让客人乘兴而来,满意而归。 三、纪律要求 1、 工作时间技师不准请假,在客人点钟,随点随到。 2、 任何情况技师不准与客人、员工、领导发生口角和打闹,工作时间必须每时 每刻保持干净清洁的卫生环境 3、 不违章操作,不擅自动用设施设备,不得以任何借口拒绝回避集体义务劳动。 4、 技师离开本公司,必须提前一个月向公司提出申请,打辞报告,在公司批准 后即可离开。 四、职业道德 ,1, 宾客至上、信誉第一、文明服务礼貌待客,强调服务性,统一性,公 平性,遵守主随客便,物其所值,宾客至上、宾至如归的特点及原则, ,顾客就是上帝,。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 129 页 共 145 页 ,2, 素质要好、技艺要精、自我完善、锐意创新。 ,3, 道德高尚、遵纪守法、团结互助、同心同德。 五、罚款条例 1、 严格遵守作息时间,退到10分以内扣10分,10分——1小时扣20分,退到 1小时以上扣50分,一天未到算旷工,扣100分,不得捎假、捎假各扣20 分,电话请假扣20分。 2、 技师上班前换好工作服,佩带工牌,化淡妆,严禁在浴区梳妆打扮,违者扣 50分/次。 3、 上班在规定的位臵就坐,且坐姿大方。东倒西歪、大声喧哗、在大厅乱蹿者 每次扣20分,在工作场合吵架的每个每次扣200分,情节严重的扣除全部工 资及押金,并予辞退。 4、 安排的上钟顺序,如上钟找不到人,按过活处理,如造成损失和客人的强烈 不满扣20分,在领班叫钟后,必须在1分钟之内到达客人面前,违者罚10 分。 5、 下班之后,除值班人员之外,其他人员不得在公司过夜,如有特殊情况需在 公司过夜,必需向领导汇报,待批准后方可过夜,私自过夜者扣20分。 6、 技师在上班时间进入其它部门必须服从本部领班的管理,违者本部门领班有 权对其进行处罚。 7、 严格遵守按摩时间,主动报钟,如不报钟算白活,超点不得超过5分钟,超 过5分钟以上算加钟。 8、 技师自尊自爱,不得和客人过分亲热,做出有损公司形象的事,不得用客人 的手机打电话和索取小费,违者扣100分:向客人讨要商品,违者50分/次, 如有特服行为一经发现,当即开除,并扣除全部工资及押金。 9、 对领导要尊敬,服从领班的安排,不得顶撞上级以及污辱性语言,对公司的 有关规定和决定不理解的,须单独到办公室反映,严禁私下议论同事、领导 和公司,违者扣200分或予以辞退。 10、 不得有欺骗客人的行为发生,比如‚就剩我一个小姐了?等,发现后一 次扣100分。 11、 不得乱房间内和大厅的枕头、枕巾、床单以及毛毯,除值班人员用毛毯 但应第二天收拾时及时送还,叠放整齐,,违者20分/次。 12、 台有客人投诉服务态度不好或按摩时间不够的,,调查情况属实,按白活 处理,一次扣300分。 13、 不得在休息大厅私自会客,违者扣10分/次。 14、 凭澡票洗浴,不持票者扣20/次,洗浴时间为下班之后,时间不得超过1 小时。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 15、 严禁在大厅内吸烟,吃零食或吃饭等,可以在技师休息室,其它任何工 作场所,包括按摩间、圈椅、内吧台外等,都不允许,违者50/次。 16、 技师和服务人员必须和睦相处,不得彼此之间闹情绪,不得有影响团结 的言语和行为,违者视情节罚50——200分不等。 17、 讲文明,技师上班时间,遇到客人、领导、同事之间,陌生人必须问您 好,违者扣20分/次。 18、 技师做完项目的同时,把房间打扫干净,出现问题按,房间检查规章制 度,处理。 19、 B组技师在大厅修脚结束之后,必须将物品摆放整齐,不得将脚皮、指甲 等散落地面,违者扣20分/次。 20、 休息室地面、桌面保持整洁干净,值班人员及时收拾卫生,违者各扣10分,对于故意破坏者,值班人员有责任监督提醒或作出处罚,一次扣20分。 六、服务质量要求 进行服务时必须有‚先生、小姐?等礼貌称谓,‚您好、谢谢、再见、欢迎 光临、很高兴为您服务、您有什么要求吗,有什么意见吗,您对我的服务感 到满意吗,?等礼貌用语,严禁‚哑巴服务?,每个技师做项目时态度要认 真,面带微笑,表情自然,形体语言要优美,要尽心尽责为客人服务好,尽 量达到客人满意,要时刻牢记‚顾客永远是对的?,客人在场时,不得对客 人的投诉和批评进行辩解和露出不满意表情和行为。对违反以上方面者,视 其情节轻重分别给予罚款警告和当场辞退处理。要求每位技师都能以大局着 想,从正体利益出发,致力维护和创造好我们这个大家庭的确良繁荣,同时 也要求您们要具备专业的技术水平,平常技师之间要互相切磋,提高个人的 水平。 七、 房间卫生检查标准 1、房间门面,门边门玻璃无灰尘、无损坏、如发现卫生不合格或造成损坏,扣5——10分,情节严重着重罚。 2、 面整洁无杂物,如:头发、纸片、果皮、泥土等,发现一次扣10分。 3、 巾被叠放整齐、边角分明,毛巾、枕巾上无头发、无脏迹,出现问题一次扣10分,如明知故犯者加以重罚。 4、 床罩、枕头、枕巾无损坏、无杂物、摆放整齐,如违反一次扣5分。 5、 工作中使用的电视、镭射设备、空调、电话应自觉维护,工作后关闭一切电源、无损坏。违者一次扣10分。造成损失者严重处罚。 6、 房间内桌面、墙壁、墙裙、没有灰尘、无划损,如违犯一次扣5分。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 131 页 共 145 页 7、 房间内一切物品干净整洁、摆放整齐,如:烟缸、痰孟、电话、桌牌等,,发现 一处一次扣5分。 8、 房间内持钟、相框、壁画上灰尘经常清扫,如不清扫,发现一次扣5分。 9、 工作结束后,检查痰孟、烟缸内是否有杂物、烟头,及时清扫,如不清扫,发 现一次扣5分。 10、 房间内桌衣柜内严禁放一切物品,如一次性床单、烟头、烟灰、食品袋、食物 等,发现后一次扣5分。 11、 工作中房间一切物品、设备、设施造成损坏、损失,按照情节严重进行处罚处 理。 12、 每个员工自觉遵守公司各方面的有关规章制度,出现问题严肃处理。 13、 严禁员工在房间内大吵大闹、打牌或做出有损公司名誉的事情,违者究责任并 加以重罚。 14、 房间内空气环境自觉保持清新,及时消毒、杀茵,如房间内有异味,发现后一 次扣5分。 15、 工作后关闭空调、电视、随手锁门,一次20分。 16、 技师的一切用品不得遗留在房间内,一次10分。 礼 仪 培 训 资 料 一个人如只知道化妆打扮,而不懂如何让自己的言谈举止得体优雅,就难 免落得个虚有其表、令人讨嫌的下场。因此,全面提高自己的个人修养,使自 己更富有个性魅力,则成为青年人学习社交的重要一课。 个人修养包涵着非常丰富的内容。可以说,与本书有关的所有知识,在各 类学校中学得的知识,以及在工作中在社会中学得的知识,都将不断地补充和 提高自己的修养。但作为社交入门的必修课——言谈举止,确实更为急需,更 为重要。每一个青年人都将在他的社会交往中,深深地体会到,得体的言谈举 止将会发生怎样积极的影响,而不成章法的言谈举止将会怎样成为自己成功的 绊脚石。 言谈举止与人的性格有关,而影响一个人性格的许多因素是自己所无力控 制的,这就意味着要使自己的言谈举止更具个性魅力,就必须下大力气去一步 步地磨练自己。 交谈是一种通往人心的技巧 人与人通过交谈而相互沟通,相互了解,交谈拉近了人与人之间的心理距 离,成为人际交往的重要纽带。 ,1, 称呼的学问 称呼是指当面招呼对方,以表明彼此的关系,这是人际效的基本礼节,一 个热情、友好而得体的称呼,能似妙言入耳,如春风指面,使对方顿生亲切、 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 温馨之感。 我国习惯的称呼是‚同志?,其前可以冠以姓氏或名字。这是最通用的一种 称呼,不论何种职业、年龄、地位的人均可以称为‚同志?。 ‚师傅?这一称谓,本来是工人中徒弟对老工人的一种敬称,近年来 使用较多,使用范围过滥。 一般同事之间,可以称呼‚老X?或‚小X?。年长者应敬称‚老X,? 年轻的晚辈则可称为‚小X?,关系较密切的人之间,可以直呼其名而不称 姓。一般讲,称呼越简单,关系越密切。 随着改革开放,在国外交往中和国内商业交往中,西式称呼又渐渐成 为一种得体而优雅的时局。对男士一般称‚先生?,对已婚女士或稍大的妇 女,称‚夫人?、‚女士?,对未婚女子称‚小姐?。这些称呼前面,可以冠 以姓名职务,如‚黄先生?、‚胡小姐?、‚经理先生?、‚导游小姐?等。 目前商业界对资产所有者和经营者一般称为‚老板?。 对长辈、老师,或对初次见面和相交未深者,称呼时要用‚您?而不 用‚你?,以示谦虚与敬重。 ,2,介绍的分寸 介绍是社交的重要环节,它是彼此不熟悉的人们开始交往的起点。介绍 能帮助人们扩大社交范围,加快彼此之间相互了解,沟通情感,介绍能缩 短人与人之间的距离,使人产生亲切感。在社交场合,介绍有很多种形式, 如正式介绍和非正式介绍,自我介绍和他介绍,集体介绍和个别介绍,要 点介绍和一般介绍,商业介绍、社交性介绍及家庭成员介绍等等。 ? 自我介绍 自我介绍是社交场合中常用的介绍方式,在某种意义上可以说它是打开与人交往的大门的一把钥匙。例如,你为了某件事需要结识某人,在没有介绍人的情况下,你可直截了当地作自我介绍:‚你好,我叫张明,在东南大学机械系工作。?如果你与对方有一面之交,但对方已不记得你了,这时你不妨作自我介绍,‚我叫张燕,是你哥哥的老同学。?如果能找到你和对方的某种联系作为介绍的说明,那最好,如果确实素昧平生,只要你彬彬有礼,态度诚恳,对方自然也会以礼相待。 自我介绍要注意以下二点: 一是克服羞怯。特别是涉世不深的年轻人,在联系工作,衩次见面时,由于胆怯,很不自然,有时会失礼,影响了自我介绍的效果。因此,在自我介绍时,要理智一些,树立信心,克服羞怯,紧张的心理,自然地做出得体的自我 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 133 页 共 145 页 介绍,以给对方一个良好的第一印象。 二是讲究繁简。要根据交往的不同目的和要求来确定自我介绍的繁简。一般情况下,初次见面,自我介绍内容可以简单些。如:‚你好,我是XX洗浴的商务代表,来贵单位洽谈有关协议消费的业务,不知可否占用您一点时间。?只要你讲清自己的姓名、单位、身份、目的和要求就行了。有的情况下,如去某单位应聘,自我介绍的内容就需要详尽一些。不仅要讲清姓名、身份、目的和要求,还要介绍自己的学历、经历、专长、兴趣、能力等。从而取得对方的信任,为应聘创造条件。 三是态度谦虚。一般不宜使用‚很?、‚最?、‚极?等极端程度的词作自我介绍和评价。如果自己的身份、职务比较高,不是出于工作需要,一般不宜详细介绍和评价。比如你是某大学教授,介绍时可以说:‚我是XX大学教师。?这样显得比较谦虚,别人听起来也容易接受。 ? 介绍他人 这是自己充当介绍人,为别人作介绍。介绍时应先向双方打招呼:‚请允许我介绍你们认识一下。?这样,可以便双方有思想准备,不要感到突然。按一般的习惯,介绍的顺序是先把年幼的介绍给年长者,将晚辈介绍给长辈,将男子介绍给女子,将下级介绍给上级。 介绍的内容一般只包括姓名、身体。介绍姓名时,要准确清楚,有时可以作必要的解释或说明,如‚弓长张?、‚耳东陈?,‚孔子的孔?等,使听的人能记住。 如被介绍的人较多,可依照当时坐着或站着的次序一一做介绍,不要漏了某个介绍对象。如向大家介绍新的领导或新来的同事,被介绍的人要站立,向大家点头致意,其他全般应鼓掌表示欢迎。 ? 他人介绍 他人介绍指为自己做介绍。当别人为自己做介绍时,应主动和对方握手、点头致意,或者说‚认识您非常高兴?,‚请多多关照?,‚希望多合作?等见面语。 ?求职介绍 当你应约到某公司面谈就职一事时,心里免不了有些紧张,这时你应记住,人与人,不论职位高低,富贵贫穷,在人格上是平等的。记住这一点,便可消除不必要的紧张心理,保持人格尊严,不卑不亢地与之交往,从而易显示出你的自主性,给对方良好的印象。 求职面谈事先一定要有所准备,首先要设法多了解一些你希望就职的那个公司的情况,其次要尽可能了解你自己。应该认真考虑一下你究竟在业务上有什么能力,你具备公司所需要的哪种条件,还要想一想你通过何种途径可以说n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 明你能胜任未来的工作。求职之前作充分的准备,会使你求职面谈更富有成效。 ,3,使用名片的技巧 名片是人们交往结识的工具。它的作用在于向对方介绍说明自己的身份,便于今后通讯联络,建立交往的关系。使用名片时要注意: ? 递名片 首先要把自己的名片准备好。名片要放在易于掏出的口袋或皮包里。不要把自己的名片和他人的名片或其他杂物混在一起,以免用时手忙脚乱或掏错名片。 递交名片要用双手或右手,名片的正面要向着接受者。递交时要目光注视对方,微笑致意,可顺带一句‚请多多关照。? 递送名片还要把握递送的时机。递送名片的时机可以根据交往的需要和双方关系的发展来确定。有两个做法可以参考:一是和对方谈得比较融洽时,对方表示了愿意和你建立联系的意思,这时要不失时机地递上名片。二是在握手告别时,可以顺手取出名片递给对方,表示再次相会和进一步交往的愿望。这样会加深对方的印象,促进双方的交往。 ? 接名片 接受名片时要恭敬和面带微笑。双方接过名片,一定要认真地看一下,记住对方的名字,并郑重地放入自己的口袋或名片夹内。千万不要连一眼也不看,随便地放在桌上,这是很不礼貌的。看名片时,要说句‚认识你很高兴?的客套话。如是交换名片,自己未准备名片时,可向对方致歉意,并主动地介绍自己。 此外,要把别人送的名片收集好,放在名片夹里,以备需要时用。不要当着对方的面在其名片上作交谈笔录。记住,名片是人的颜面的代表,应给以相当的尊重。如果对方没有递送或交换名片的意思,就不要去索要。 ,4, 交谈的的要领 交谈首先要学会运用礼节用语,说话和气可亲,谈吐文雅谦逊。交谈伊始, 即春风拂人,直到交谈结束,美好的礼貌用语,将给你和对方留下无限美 好的回忆。 交谈中要注意以下要领: ? 谈话表情要自然,语言和气可亲,表达得体。说话可适当作些手势,但 不要过大,更不要手舞足蹈,不要用手指指人。交谈双方距离不宜太远, 也不宜太近,要根据双方关系亲密程度而定。说话时不要唾沫横飞。 ? 参与别人谈话,要先打招呼。别人在个别谈话,不要凑前旁听。若要插 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 135 页 共 145 页 话,最好等别人把话说完。别人与自己主动说话,应乐于交谈。有第三 者参与谈话,应以握手、点头或微笑表示欢迎。交谈中有事要离开,应 向对方打招呼,表示歉意。 ? 交谈现场超过三人时,应不时地与在场的所有人攀谈几句。不要只与某 个人谈,不理其他人,也不要只谈两人知道的事情而冷落第三者。如果 所谈问题不想让别人知道,则应另找场所。 ? 在交谈中,要注意给对方发言的机会,要善于聆听对方的讲话,不轻易 打断对方发言。一般不提与谈话内容无关的问题。如果对方谈到不便谈 论的问题,不要轻易表态,可用转移话题的方法回避。交谈中,应注视 对方,以示专心,不可左顾盼,心不在焉,不要看手表,也不要做出伸 懒腰,玩东西等漫不经心或显示不耐烦的动作。 ? 男子一般不参与妇女圈的议论更不要与妇女无休止地攀谈而引起旁人的 反感侧目。与妇女交谈要谦让,谨慎,特别是开玩笑要谨慎,争论问题 要节制。 ? 谈话中要使用礼貌语言,如:‚你好?、‚请?、‚谢谢?、‚对不起?、‚打搅 了?、‚再见?、‚欢迎再来?等等。 我国人们相见习惯说‚吃饭了吗,?‚到哪儿去,?等,同外国人交谈也 这样问,会被认为是不礼貌的,特别是西方人,一般见面时先说:‚您好,? ‚夫人,丈夫,好?‚孩子们好?分别时常说‚很高兴与你结识,希望再 次交谈。?‚再见,祝您周末愉快。?‚晚安。?‚请问夫人好。?等等。 在交谈的礼貌用语里,‚谢谢?两个字是非常重要的,人们称它是沟通人 们心灵的虹桥。哪些情况下要表示致谢呢,别人帮了你的忙,你应该致 谢,并且要诚恳。别人送你东西,如果是不带有不正当目的,,而你又觉 得应该接受,要表示致谢。当别人赞扬你的时候,你应该说一声:‚过奖 了谢谢,?或是‚谢谢你的夸奖。?如果别人向你道谢,你应该回敬‚不 客气?或是‚我很高兴帮你的忙。?躺别人致谢,一定要发自内心,口语 要自然清晰,还要注意选择适当的时机,如果再伴以真挚的目光和微笑, 一声‚谢谢?,在对方心里引起的反响会更加强烈。会说‚谢谢?是一种 智慧,运用得当,会产生无限的魅力。 语言是心灵的窗口,巴尔扎克说过:‚一个美人的塑造,如果缺乏内在的 性格,它就会让人想起尸体来。?如何才能塑造一个完美的你,讲究交谈 礼节电告不可少的条件之一。 ,5, 打电话的学问 电话是一种常见的通讯和交往工具。打电话可以使两相隔千山万水的人立 即实现交谈。而要达到预期的效果,就必须学会正确地打电话。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 ? 打电话的礼仪 打电话给对方,要选择适当的时间。一般不要选择吃饭时间和睡觉时间打电话。如果公事,最好不要在临近下班时间打电话。因为这时对方赶着下班,很难商量事情。 平时要自备一本便于携带的常用电话号码簿。以便于打电话时查找和记上对方的电话号码。打电话拨错号时,应向对方道歉。接通后,应先通报自己的单位、姓名,问清对方的单位,再说出要找的人或事由。 打电话是一种语言‚会见?。因此,要特别注意语气和声调。语气要自然、温和,吐字要清楚,声音适中,使对方能听清。要注意使用礼貌用语,特别是让对方传呼的时候。电话的内容要简明扼要,必要时要重复强调要点,使对方能记住。一次通话时间不宜过长。 通话结束时,应礼貌地说声‚再见?,既表示尊重对方,又表示通话结束。 ? 接电话的礼仪 电话铃一响,应即刻去接。拿起电话先自报家门,如‚您好,这里是XX公司人事部?。如打来的电话不是找你,一般不要冒失地问对方的姓名。对方让你叫人,你要讲‚请等一下?,并马上去传呼。如果找不到要叫的人,你要说:‚对不起,他不在,需要留言吗,?把需转达的电话内容记录下来,以免遗忘或错传。 接电话要仔细倾听对方的讲话。为了表示你是专心聆听,并且已经理解,你还要不时地作出反应或应诺。如‚是?、‚嗯?、‚啊?、‚噢?、‚是吗?等,以表示你对对方的尊重。 电话完毕时,应该对方先挂电话。如需自己来结束,如有急事要处理,应加以解释、致歉。电话完毕后,应等对方放下花筒后,再请请地放下电话。因为,如果对方没有讲完话,自己使挂断电话,显然是不礼貌。 不要‚乱点鸳鸯谱? 对人的称呼在交往中是不可缺少的。在前面已对称呼略加介绍,这里按交往关系对象分类作一些介绍。 ,1, 亲属之间的称呼 亲属之间,对长辈应以亲属称呼相称。如爷爷、奶奶、爸爸、妈妈、姑姑、舅舅等。称呼长辈的姓名、职业、职务、身份等是不礼貌的。对平辈,可相互用亲属称谓或加排行序列称谓相称,如姐姐、姐夫、哥哥、嫂嫂、大弟、二弟等。年长的平辈可直呼年少者的名字,若年少者已成年,则用亲属称谓较礼貌。对晚辈,可称呼其亲属称呼,也可直呼其名。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 137 页 共 145 页 夫妻之间,可以姓名相称,还可有一些两人才知道的呢称,呢称不宜在父母、孩子面前,公开场合使用。 现在社会家庭规模趋少,亲属关系简化,大多数人不会因为称谓而犯头痛。但在家时,由于过去大家庭留传下来的亲戚关系依然存在,许多青年人还为如何分辨‚七大姑八大姨?以及他们的长辈、平辈、晚辈大感头痛。 ,2, 熟人之间的称谓 熟人之间一般有以下几种称呼方式:对关系密切的熟人,可大致仿照自己亲属的性别、年龄、身份来确定相应的称呼,直接用亲属称谓相称,还可以‚姓加亲属称谓?,‚名加亲属称谓?、‚姓名加亲属称谓?来相称。如‚成奶奶?、‚陈叔叔?、‚丽娟阿姨?、‚国良哥哥?等。 ,3, 同事之间的称谓 在开会 、工作等场合,直接称呼职务、职业是为了处理工作关系,也显得比较客气有礼貌。如:处长、校长、厂长、主任、医生等。 还可以‚姓加职务、职业称谓?,‚名加职务、职业称谓?、‚加职务、职业称谓?相称,如‚王校长?、‚振中老师?等。这样可以区别同职务、同职业的人。 一般年纪较大、职务较高、辈份较高的人常对年纪较轻、职务较低、辈份较上的人称呼姓名,明快直爽。反之,年纪较小。职务较低、辈份较小的人对年纪较大、职务较高、辈份较高的人直呼姓名,则是没礼貌。 不称姓而直呼其名,是最亲切、最随便的一种称呼,但只限于长者对年青人、老师对学生,或关系亲密的人之间。 ,4, 对陌生人的称谓 对陌生人的称谓不很严格确定,也不固定。但注意要有礼貌,以尊重别人为前提。对各行业的人都要尊敬礼貌地称呼,一般不宜直呼其名,更不能用鄙称。可用通称。 见面时的礼节须知多 ,1, 握手礼 握手是一种很常用的礼节。一般在相互见面、离别、祝贺、慰问等情况下使用。纯礼节意义上的握手姿势是:伸出右手,以手指稍用力握住对方的手掌持续1——3秒钟,双目注视对方,面带笑容,上身要略微前倾,头要微低。 在各种场合能轻松自如地和陌生人握手,是现代社会中每个人应该学会的一种礼节。 握手规则如下: ? 注意握手的先后顺序。如果对方是长者、贵宾,或是女士,那么最好先等 对方伸出手来,再与之握手。如女士不伸手无握手之意,男士点头、鞠躬 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 致意即可。 ? 当长者,贵宾向你伸手出来时,你最好快步趋前,双手握住对方的手,身 体可以微微向前倾,这表示对对方的尊敬。还应根据场合边握手边说‚您 好,?‚欢迎您?,‚见到您很荣幸?等问候话语。 ? 握手时间不宜过长或过短,一般控制在3——5秒钟之内。男士与女士握 手,时间要短一些,用力要轻一些,一般应握女士的手指。握手时用专注 的表示礼貌,要避免目光他顾,心不在焉,也不应该目光下垂,那样显得 拘谨。落落大方地与他人握手会给你的交际形象增辉。 ? 握手前,男子应脱下手套,摘下帽子。女子的戒指如果戴在手套外边,可 不脱,否则也应脱下手套与人握手。按国际惯例,身穿军服的军人可以戴 手套与人握手。伸出去的手最好不要是湿的或脏的,否则会给对方以不舒 服、不愉快的感觉。 ? 握手时一定要用右手,除非右手受伤,,用左手与人握手是不合适的。在 特殊情况下用左手与人握手应当说明或者道歉。 ? 如果一方站着,一方坐着,握手时,坐着的一方要站起来,除非年事较高 或身体不适,应说明情况,。在正常情况下,坐着与人握手是不礼貌的。 ? 在外交场合遇见外国贵宾,不要主动上前握手问候,可有礼貌地点头致意 表示欢迎。只有贵宾主动伸手,才可向前接握问候。 ? 与许多人同时握手时,要顺其自然,不交叉握手。最有礼貌的顺序是:先 上级后下级,先长辈后晚辈,先主人后客人,先女士后男士。 ,2, 拱手礼 拱手礼,又叫作揖礼,在我国至少已有2000多年的历史,是我国传统的礼节之一,常在人们相见时采用。即两手握拳,右手抱左手。行礼时,不分尊卑,拱手齐肩,上下略摇动几下,重礼可作揖后鞠躬。目前,它主要用于佳节团拜活动、元旦春节等节日的相互祝贺。也有时用在开订货会、产品鉴定会等业务会议时,厂长经理拱手致意。 ,3, 鞠躬礼 鞠躬意思是弯身行礼,是表示对他人尊重的一种礼节。‚三鞠躬?称为最敬礼。在我国,鞠躬常用于下级对上级、学生对老师、晚辈对长辈,亦常用于服务人员向宾客致意,演员向观众掌声致谢。 ? 鞠躬方法:行礼前,应立正站好,保持身体姿势端正,同时双手在体 前搭好,右手搭在左手上,面带微笑。鞠躬时,以腰为轴,整个腰及 肩部向前倾斜15—30?。目光向下,随即恢复原态。同时问候‚您好?、 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 139 页 共 145 页 ‚早上好?、‚欢迎您?等。 受礼者随即还礼,但长辈对晚辈、上级对下级,欠身或点头还礼即可。 ? 鞠躬时应注意: a. 脱下帽子。戴帽鞠躬是不礼貌的。 b. 目光要向下。 c. 嘴里不可吃东西或叼香烟。 d. 礼毕眼睛应注视对方。 ,4, 拥抱礼 拥抱礼是流行于欧美的一种礼节,通常与接吻礼同时进行。 拥抱礼行礼方法:两人相对而立,右臂向上,左臂向下,右手兵对方左后肩,左手挟对方右后腰。握各自方位,双方头部及上身均向左相互拥抱,然后再向右拥抱,最后再次向左拥抱,礼毕。 ,5, 亲吻礼 ? 吻手礼。男子同上层社会贵族女相见时,如果女方先伸出手作下垂式, 男方则可将指尖轻轻提起吻之,但如果女方不伸手表示,则不吻。如 女方地位较高,男士要屈一膝作半跪式,再提手吻之。此礼在英法两 国最流行。 ? 接吻礼。多见于西方、东欧、阿拉伯国家,是亲人以及亲密的朋友间 表示亲昵、慰问、爱抚的一种礼,通常是在受礼者脸上或额上接一个 吻。接吻方式为:父母与子女之间是亲脸,亲额头,兄弟姐妹、平辈 亲友是贴面颊,亲人、熟人之间是拥抱,亲脸,贴面颊。在公共场合, 关系亲近的妇女之间是亲脸,男女之间是贴面颊,长辈对晚辈一般是 亲额头,只有情人或夫妻之间才吻嘴。 ,6, 合十礼 合十礼又称合掌礼,流行于南亚和东南亚信奉佛教的国家。其行礼方法是:两个手掌在胸前对合,掌尖和鼻尖基本相对,手掌向外倾斜,头略低,面带微笑。 仪态大方 仪态举止是一个人的精神状况的反映。姿势是显现一个人心理的尺度,同时又是雅俗的准确标尺。表情、手势也是构成一个人的外在形象的重要内容。因此,青年人要想在社交中赢得主动,就必须重视仪态举止。 ,1, 姿势端庄优雅 ‚坐如钟,站如松,行如风。?这是古人提出的姿势范式。在社会交际中, 对姿势的基本要求是: ? 稳重的坐资。 在各种场合,都要力求做到‚坐如钟?,即坐得端正、稳重、温文尔雅。n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 这是坐姿的最基本要求。 入座时,应轻、缓、稳,动作协调柔和,神志从容自如。人应走到椅子前,转身背对椅子平稳坐下,若离椅子较远,可用右脚酌向后移半步落座。女子入座尤要娴静、文雅,柔美,若穿裙子则应注意收好裙脚。一般应从椅子左边入座起身时也应从椅子左边站立,这是一种礼貌。如要挪动椅子的位臵,应当先把椅子移到欲就座处,然后坐下。坐在椅子上移动位臵,是有违社交礼仪的。 落座后,应双目平视,嘴唇微闭,面带微笑,挺胸收腹,腰部挺起,重心垂直向下,双肩平正放松,上身微向前倾,手自然放在双膝上,双膝要并拢。亦可双脚一脚稍前,一脚后,两臂曲放桌子上或沙发两侧的扶手上,掌心向下。坐椅子时,一般只坐满椅面的三分之二,脊背轻靠椅背。端坐时间过长,可以将身体略为倾斜,头面向主人,双腿交叉,足部重叠,脚尖趄下,斜放一侧,双手互叠或互握,放在膝上。若是着西装裙的女子,最好不要交叉两脚,而是并靠两脚,向左或向右一方稍倾斜旋转。起立起,右脚先向后收半步,然后站起。 坐时应克服不雅的坐姿,包括半躺半坐、前仰后倾,歪歪斜斜,两腿伸直跷起或双腿过于分开、跷二郎腿并颤腿摇腿、将两手夹在大腿中间或垫在大腿下、用脚勾着椅子腿、脚放在沙发的扶手上等等。不雅的坐姿给人轻浮且缺乏修养的印象,是失礼和不雅之举动。 ? 端正的坐姿在各种场合,都要做到‚站如松?,要站得端正、挺拔、优 美典雅。这是立姿的最基本要求。 站立时,应头正颈直,双眼平视,嘴唇微闭,下腹微收,挺胸直腰,下体自然挺拔,双肩保持水平,两臂自然下垂,手指并拢自然微屈,双手中指压裤缝,腿膝伸直,脚根并拢,两脚夹张开夹角45?,身体重心落在两脚之间。男女的立姿略有不同: 男子站立时身体重心放在两脚中间,不要偏左或偏右,双脚与肩同宽而立,手可自然下垂,在体前交叉或后交叉也可以。 女子站立时身体重心在两足中间脚弓前端位臵,双脚呈‚丁?或‚八?字站立,手自然下垂或向前后交叉放臵。 站立后,竖看要有直立感,即以鼻子为中线的人体应大体成直线,横看要有开阔感,即肢体及身段应给人以舒展的感觉,侧看要有垂直感,即从耳与颈相接处至脚的踝骨前侧亦应大体成直一,给人以一种挺、直、高的美感。男女立姿亦应形成不同侧重的形象,男子应站得风毅洒脱, n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 141 页 共 145 页 挺拔向上,舒展俊美,精力充沛,女子应站得庄重大方,亲切有礼,秀雅优美,亭亭玉立。 站立时应克服不雅的立姿,包括站立时弯腰驼痛、左摇右晃、歪脖、斜腰、曲腿、叉腰、叉腰斜立、身体倚门、靠墙、靠柱、撅臀部等等。不雅的立姿给人以懒惰、轻薄、缺乏力量,不健康的印象,是有损交际形象的。 ? 优雅的走姿 在各种场合,都要力求做到‚行如风?,即行得正确、优雅、轻盈,有节奏感。这是走姿的最基本要求。 行走时,男女的路线有一定区别:男子步履雄健有力,走平行线,展示风健、英武的阳刚之美。女子步履应轻捷,娴雅,步伐略小,走直线,展示出温柔、娇巧的阴柔之美。 行走时,应昂首挺胸,收腹直腰,两眼平视,肩平不摇,双臂自然前后摆动,脚尖微向外或向正前方伸出,行走时脚跟成一条直线。 行走时应克服不雅的走姿,包括左摇右晃、重心不稳、弯腰驼背、步履拖踏、内八字脚或外八字脚、背手、插兜、抱肘、叉腰、圾拉着鞋走出嚓嚓声响,等等。不雅的走姿不仅有失风度,也破坏了走姿的平衡对称及和谐一致的感觉。 ? 典雅的蹲姿 蹲姿是常用姿势的一种,如长时间静候某人某事,或数人聊天等,一般可用蹲姿。蹲姿的运用要优美,典雅。其基本要求是:一脚在前,一脚在后,两腿靠紧向下蹲,前脚全脚着地,小腿基本垂直于地面,后脚跟提起,脚掌着地,臀部要向下。采取蹲姿时注意不要低头、弯背,更不要弯上身,翘臀部,这种蹲姿是十分不雅的。 ? 文雅的卧姿 卧姿在人际交往中用得不多,一般在非正式场合用。卧姿也要讲究文雅。一般而言,即使是非正式场合,只要有外人在场。就应尽量避免躺卧的姿势,更不可四仰八叉地仰躺。在长辈面前,如果不是健康状况不佳,应尽可能采取坐姿。如果有女士出现,那就不要大模大样地躺着,否则显得没有教养。 ? 其他姿势 上下楼梯。头要正,背要伸直,胸要微挺,臀部要收,膝要弯曲。 上下卧车。上卧车时应侧着身体进入车内,绝不要用头先进去的方法,下卧车时应侧着身体,移动靠近车门,然后伸出一只脚踏在地面上,眼睛看前方,再以手的支撑力移动另一只脚,头部自然伸出,起身后,立 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 稳,再缓步离开。女子止车时应先轻轻地坐到座位,再把双腿一起收进车里,下车时双脚应同时踏到地面上。 接物递物。接物时应双手接物,五指并拢,两臂适当内合,自然将手伸出,递物时应双手将物品拿在胸前递出,物的尖端不可指向对方,不能一只手拿着物品,更不能直接往对方手里丢放物品等。 ,2, 表情蕴含魅力 表情,主要通过面部的颜色、光泽、肌肉的收缩与舒展,纹路的变化,眼睛、眉毛、嘴巴、鼻子动作以及他们的综合运动来反映的人们的心理活动和情感信息。人的表情是一种无声的‚体态语言?,人的喜、怒、哀、乐、爱、恶、欲等七情,都可以通过表情,尤其是面部表情表现出来。表情是人的仪态的重要构成。在人的日常活动中,表情起很大作用。 心理学家的研究表明,在人际交往中,与陌生人见面时,往往7秒钟内,每个人都会自觉或不自觉或不自觉地用眼睛、面孔和态度来表达自己的真正感觉,而常常不需要通过语言。因此在一事实上意义上可以说,在表情表现中,你只有7秒钟来给交际对方创造良好的第一印象,你的表情、语言、姿势等都能影响别人对你的看法,而这其中,表情的表现是至关重要的。 如何把握交往这关键性的最初的7秒钟的表情, ? 事先要做好准备,尽可能了解对方的动机、需求和兴趣,理好自己的 思绪,见面要尽快使自己融入当时的环境中,专注地倾听,先注意对 方和别人说些什么,举止要优雅,避免剧烈的动作,表现得体,要用 体态语言来反映你的感觉,面部表情要诚恳友善,特别是眼睛要表现 得专注而有神,少说话,确实要说话,则要注意音质、声调、节奏和 音量,吐字要清晰,节奏要适中,句子尽可能短一些。 ? 善于恰到好处地运用眼神。眼神是最能揭示一个人内心秘密的洞察点。 在人际交往中,眼神往往能最直接地把内心情绪传达出来,并把人的 深层心理通过目光的微妙变化反映出来。眼神的表现形式是多种多样 的,代表着不同的含义。在社会交际中,恰到的眼神应当是:友善尊 敬、清澈坦荡、真诚热情、炯炯有神。 运用眼神也是一种极高的艺术。恰到好处地运用眼神,一是要注意视线接触的角度,即目光的方向。交往时,最好将目光落在对方眼以下,颈部以上区域,目光放虚一些,不要聚焦于对方脸上的某个部位,让眼睛的余光看到对方的眼睛即可。一般来说,俯视表示爱护、宽容,正视表 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 143 页 共 145 页 现理性、平等,仰视表示尊敬、期待,不应东张西望,东瞟西看,否则让人觉得你心不在焉,不应居高临下地侧面视或斜视,否则让人产生被瞧不起而受辱的感觉。 二是要把握视线接触的长度,即目光停留的时间。交谈时,视线接触对方脸部的时间应占全部谈话时间的30%——60%,超过这一平均值者,可以认为对谈话者本人很感兴趣,低于此平均值者,可以认为对谈话内容都不怎么感兴趣。 谈话时若对方为一般关系的同性,应不时与对方目光对视,以示对其的尊重,若对方为关系亲密的同性朋友,则可较多地注视对方,以拉近心理距离,若对方是异性,双目连续对视不宜超过10秒钟,目不转睛地长时间地注视是失礼的。 三是要善用目光的变化。要根据不同语境,灵活使用目光来表达自己内在的感情。如在交际场合演讲时不时地用目光与不同角度的听众进行沟通,时而用扫视全场的环视法,时而用凝视一方的点视法,讲到兴奋时,让眼神发出兴奋的光茫,讲到哀伤时,眼睛低重,让眼睛呆滞一会儿,等等。 ? 充分发挥微笑在表情表现中的魅力。微笑是社交场合中最富有吸引力、 最有价值的面部表情。微笑表现着人际关系中友善、诚信、谦虚、和 蔼、融洽等最为美好的感情因素,具有一种天然的吸引力,能使人相 悦、相亲、相近。微笑是自信的象征,是礼貌的表示,是心理健康的 标志。与人初次见面,给对方一个亲切的微笑,可消除对方的拘束感, 与朋友见面打个招呼,点头微笑,显得和谐、融洽。微笑是人际交往 的万能通行证,‚如果没有微笑,生活就会黯淡无光。? 微笑是由丰富而有力度的内涵酿成的。充分发挥微笑在表情表现中的魅力,要注意以下两点: 一是掌握微笑的基本技能,即微笑时面部肌肉放松,嘴角微翘,轻笑,笑时不露齿,尤其避免露出牙龈,并避免牵运鼻子。练习时,要使以颊肌肉用力向上抬,口念‚一?音,普通话,,用力抬高口角两端,但要注意下唇不要用力过大。 二是掌握微笑的基本要领,即必须要发自内心,渗透感情,自然流露,切不可强作笑颜,曲意奉承。心笑,才能使微笑自然而然地益于言表。 ,3, 手势简洁明确 手势是在社交中使用得最多也最灵活方便的行为语言,有极强的吸引力和表现力。手势运用要规范适度,简洁明确,自然亲切,其基本要求是:手指伸直并拢,手与前臂成一条直线,肘关节自然弯曲,掌心向斜上方, n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electrical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 温泉洗浴管理手册 手势的上界不要超过对方的视线,手势下界不要低于胸区,手势的左右, 摆动时的欲扬先抑,欲左先右,欲上先下,使用手势动作宜亲切自然, 手势的曲线宜软不宜硬,动作表现要慢,切忌快猛,注意不能掌心向下, 不能攥紧拳头,也不能用手指点。 n the main terminal, and the telephone Office is responsible for providing the appropriate size adapter patch panels and electr ical protection unit. (Shuttle bus) wiring (IDF) set up in the workshop on the second floor of the building, located in the District of weak electrical cabinets (well). Engine room placed inside the Cabinet, IDF placed a standard 40U cabinets for installation of network and wiring devices, management computer and telephone information. Cabinet distribution frame are made of Super five RJ45 patch panel horizontal twisted pair connections. Computer information management, admin area using the jumpers, which uses private RJ45-RJ45 soft jumpers for network devices with jumpers hopping between all switches, changes, expansion and maintenance were done quickly in the wiring closet. Twisted length Centre room is located on the second floor, outward radiation of each line (except some points may exceed) does not exceed 100 metres in length, all information for the various floors all rooms (distribution Cabinet) unified management. District workshop building distribution lines (IDF) via fiber optic cables connected to the total room cabinets. Fiber length were: workshops two IDF: total more than 1200 square meters, double the number of strands can be calculated by multiplying the average length of the number of information points are. Average level of each length of cable: L=[(S1+S2)/2]+L1+L2 l: average length of cable; L1: MDF cable allowance; L2: other allowances S1: minimum horizontal cable length; S2: maximum horizontal length of cable; Office building of information: a minimum of 26 meters, the longest was 92 meters, L=[(28+92)/2]+2.5+1=62.5 m; Total length of 62.5 m x792 = 49500-meter in each box (KFT) by 300 meters per carton; The twisted-pair cable box you want = 49500 ? 300=165 (KFT); losses not included, each about 15 meters. Metal line slot, and metal line tube of 第 145 页 共 145 页
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