酒店生产力手册Productivity_workbook.doc

Production
Workbook
生产力手册
Prepared by
制作人
Department
部门
Date
日期
Productivity Cycle 生产力循环
Expectations of All Three Customers三类客人的期望
Standards of Performance工作表现标准
Job Guidelines and Employee Profiles建立工作指引及员工简述
Business Levels营业额
Productivity Ratios生产力比率
Work Rosters排班表
Zero-Based Staffing Guide零基数人员编制指引
Costing成本
Implementation and Training实施与培训
Monitor and Fine Tune监督和完善
Productivity Cycle生产力循环
Define Expectations of all Three Customers为三类客人的期望定义
Develop Standards of Performance建立工作表现标准
Develop Job Guidelines and Employee Profiles建立工作指引及员工简述
Determine Business Levels确定营业额
Develop Productivity Ratios建立生产力比率
Build Work Rosters制作排班表
Prepare Zero-Based Staffing Guide准备零基数人员编制指南
Costing – Is It Affordable成本–可以承受吗?
Implement and Train实行和培训
Monitor and Fine Tune监督和完善
Define the Expectations of all Three of Your Customers
为三类客人的期望下定义
Guests顾客
Be bold and challenge yourselves. Listen to your customers and identify what they really expect and need of your Department today. Times change, so to do the expectations of your customers.
敢于挑战自己,倾听客人需要并了解今天他们对你部门的真正期望和要求。时代在变,客人的期望也在变。
List key expectations
列出主要的期望
List key services you need to provide and when(do they make business and financial sense?), in order of priority
以重要性为标准依次列出你所要提供的服务及何时提供这些服务。(这些服务在业务及财务上可行吗?)
List key service which would be nice to provide if you had the time(these should only be implemented if they make business and financial sense)
列出当时间允许的时候你所能提供的一些额外服务。(这些服务必须是在业务和财务上可行的前提下才可实行。)
Employees员工
Do the standards of performance and job content meet the expectations of your employees?
员工的工作表现与工作内容达到标准和要求了吗?
What can be done in term of job restructuring to maximize the satisfaction of your employees so that they feel productive and valuable?
在工作重组方面可以做些什么而能够尽量满足员工,令他们觉得自己是有生产力并有价值的呢?
Owners业主
Do the Owners have expectations about the type of product you offer?
业主对你提供的产品有期望吗?
Are you clear about their expectations for the financial performance of the hotel?