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福建星光音乐文化投资管理有限公司门店工作流程2009年8月25日福建星光音乐文化投资管理有限公司文件星光欢乐迪音乐氧吧：企业核心理念：一、真诚为源：真心.诚意.信用.责任二、服务为根：服从.务实.应需.尽力三、健康为本：健强.安康.保障.成长四、欢乐为体：欢喜.快乐.真情.共享2009年8月25日主题词：样榜店工作流程管理承办部门：星光音乐文化投资管理有限公司人力资源部目录门店工作流程：一.准备工作·····························51.班前会································52.开档流程······························7班前小会······························7大厅巡视流程··························7超市··································8吧台··································9区域检查······························10二.服务流程·····························131.接待流程······························132.进入包厢流程··························143.递送时间单，杯具流程··················164.点餐服务流程··························175.递送餐点服务流程······················196.巡回服务流程··························207.服务铃流程····························238.买单作业服务流程······················249.送客流程······························25三.清洁流程·····························30四.班后总结·····························32五.十项服务标准·························33六.九项行为规范操作·····················34七.常见应对17例························36九.调酒流程·····························59十.氧气机开启操作流程···················60附件：1.收银操作流程··························262.视听音响常见问题解答··················35门店工作流程一.班前会：1.请所有人员提前5分钟准备好自己的仪容仪表到门店的正门集中。2.班前会开会的时间：周日至周四19：50，周五，周六19：30.3.仪容仪表标准：A.头发：保持干净整齐，可用发胶和啫喱水，看起来有精神。女生用发套固定，浏海不可超过眉毛，过长用发夹或发胶固定；男生不可染发，前面头发不可盖住额头，发根不可过长，后面头发不可以超过衣领.鬓角不超过耳根。B.面部：女生要化淡妆，包括眼影，腮红，口红。（眼影颜色选择蓝色或者绿色为宜。口红可选择淡色或者明亮的唇彩。男生保持脸部干净清爽，不可留胡须，鼻毛不得外露。耳部不可佩带任何饰品。C.手部：已婚者可配戴戒指一枚（戒指款式需简洁素雅）手腕可配戴手表一只（厨房及吧台人员手部不能戴任何首饰）指甲需保持干净，指甲的长度不超过0.2公分，女生可涂透明色指甲油。D.服装：保持干净整洁，系黑色皮质皮带，扣环样式避免过于夸大，名牌别于左胸之背心上，对其衬衫的第二及第三颗扣子中间，配戴时需别正。E.皮鞋：脚跟不高于3公分，不可穿长马靴子，鞋面上不可太花俏，并保持光亮、洁净。袜子颜色为黑色，穿裙子的着肉色长筒袜。4.列队站好后各队的领队检查所有员工的仪容仪表并进行改善。5.由组长进行点名，并记录员工的报到情况。6.标准肢体动作练习：所有员工根据组长的口令指示进行动作的练习①.K歌有益健康，晚上好！②....