对员工的要求与特殊事宜的处理决定

一、 健康要求：

1. 非具两证（健康理证、卫生知识培训证）不得上岗。

2. 发烧及腹泻（经请假）不得上班。

3. 摒弃不良习惯，按个个卫生、环境卫生的有关要求作为。

二、卫生要求：

1. 进入操作间必须穿工作服，着帽戴口罩。

2. 不留长指甲，不涂指甲油，不佩戴手饰。

3. 女不浓妆艳抹、男不留胡须。

4. 遵守“八种情况下”洗手的规定。

三、行为要求：

1. 工作时不准入口食品及嚼口香糖。

2. 不准将私人物品带入食品处理区。

3. 不经允许不准将食堂物品带出或带走。

4.不准无端议论他人长短，搬弄是非。

5. 准时上班，完活下班，有事提前请假。

6. 高度注意操作过程安全，该做的要谨慎做，不该做的不私自去做。

7. 要坚决执行食品上架、保温、加盖的规定，注意物品摆放、桌面、地面的清洁及各种物品的清洗和消毒。

8. 所为的工作要求有记录的必须认真按时记好。

四、对误工的处理：

1. 没上班又不请假的按旷工处理，旷工一天扣100元，旷工3天无条件辞退。

2. 自家直系亲属婚丧嫁娶事准假两天，不扣全勤奖，扣除基本工资。

3. 事、病假一天即扣除全勤奖，并按请假天数扣除基本工资。

4.患严重疾病达一个月不能上班的予以辞退。

五、对误伤的处理：

1. 皮外轻伤及时包扎伤口，防止血液滴到案板、工具或食品上。（食堂提供外伤药及绷带）

2. 受伤较重的立即送医院处理，所发生的费用农合报毕后差1000元以内的食堂予以核销，差额在2000元以内的食堂报销80%，最高报销2000元。误工期间发基本工资的80%。致轻残的交由学校及相关部门协商或裁决处理。

六、对上下班途中发生安全事故食堂不负任何责任。

三十家子中心小学食堂

20xx年9月1日

第二篇：处理客人的特殊要求

程序:

This is the main duty of Front Desk Staff to do all possible ways to fulfil the guests’ requests during their stay.

前台员工要尽可能地以各种方式满足客人在入住酒店期间的要求。

1. Dealing with guests’ enquiries relating to room rate.

处理客人有关房价的要求。

Frequently a guest will approach the Front Desk and query the room rate that is being charged. It may, for example, have been brought about by confusion from a rate paid on a previous visit. Front Desk Clerk should take care of the information that are giving out and handle displomatically and accurately. In the event a guest asks for a room rate which cannot be given out, e.g. contract rate between the hotel and the travel agent, regret the guest’s request politely but firmly. In most of the cases, only the tariff rates could be released to guests of public while contract rates are to remain confidential.

经常有客人会到前台询问房价及收费。例如，客人在付款之前对帐单有疑问。前台接待应小心地正确处理。在客人要求的那种房价我们不能提供，如：合约价，有礼貌地婉拒客人的要求。大多数情况下，只有价目表的房价对客人是公开的，但是合约价是保密的。

2. Dealing with guests’ requests or enquiries which should be directed to or handled by another

department.

处理客人的需由其它部门控制或处理的要求或查询。

A guest goes to the Front Desk wanting to reserve a car and is told by the member of staff to do it with the Concierge because he cannot arrange transportation with him. Although this action is very common in practice in hotels, it is not an action acceptable by Royal Lagoon Hotel Standards. A guest can be redirected to another area but it has to be done with a personal touch.

当某位客人到前台说要预订一部车，因为他告诉礼宾部的某位员工，这名员工说他不能为他办到。尽管这种情况在酒店中是经常发生的，但在东莞御景湾酒店是不被接受的。可以告诉客人亲自去大堂副理那里要求安排用车。

Whenever it is possible, Front Desk Clerk should fulfil guest’s requests by calling the concerned department to arrange and confirm in front of the guest. By doing this immediate result and confirmation could be advised to guest accordingly.

如果可以，无论在什么时候应在客人要求的时间之前按照客人的要求与其它部门进行协调，安排及确认好。

For those requests which could only be fulfilled except in the presence of guests, Front Desk Clerk should excuse himself politely, explain and advise him how to get his requests being met.

对于那些不能满足其要求的客人，前台接待应亲自娓婉地向客人解释并建议它怎样做才能实现他的要求。

3. Dealing with requests to see the manager.

请示经理处理客人的特殊要求

Dealing with requests to see the manager are a frequent occurrence in the operation. However on many occasions that the guest’s request can be dealt with without having to be referred to the manager. One should be careful to avoid giving the guest the impression that the manager is not available or is being protected as this will create a negative feeling with the guest. The only advantage of dealing with the request is that one avoids unnecessary time-wasting but absolutely not because of the unavailability of manager.

在实际工作当中，请示经理处理客人的特殊要求是常有的事情。然而在许多场合当中客人的要求是不必要请示经理的，一种情况是小心避免在经理不在的情况下给客人造成不好的影响；如果解决不了客人的问题，不要浪费客人的时间，但也不要完全地依赖经理。 If the requests could not be fulfilled by Front Desk Clerk or it is beyond his authority, one should inform G.S.M. immediately but not try to discuss with the guest any longer. This will make the guest annoy or even loose his temper which will create more difficulities for the manager to handle it.

如果前台员工不能完成客人的要求或是超出他们的权限范围，就直接告诉客户服务经理，但途述的时间不能过长，否则会令客人苦恼而心情会变得火暴，这将会对经理处理这些问题而造成更大的困难。