PAGE\*MERGEFORMAT4营运管理手册目录服务标准一．服务规范...................................................1二．服务人员行为举止标准.......................................4三．仪容仪表规范...............................................7第二章厨房卫生管理制度一．厨房卫生安全管理制度.......................................9二．厨房操作卫生制度...........................................9三．厨房员工管理制度...........................................10四．餐具清洁消毒方法及注意事项.................................11第三章客诉处理程序与标准一．对客标准...................................................12二．对内标准...................................................12三．客诉处理的注意事项.........................................13四．应急预案的处理.............................................13五．处理客诉基本原则...........................................16六．客诉基本分类...............................................16七．解决客诉的基本方法.........................................17第四章员工录用，辞退，辞职制度一．员工的招聘和录用...........................................18二．晋升，降级.................................................19三．辞退，辞职.................................................20第五章出勤制度一．考勤制度...................................................21二．请休假管理制度.............................................23三．员工宿舍制度...............................................23第六章奖罚制度（仅供参考）一．基本奖罚条例...............................................25二．奖励.......................................................26三．惩罚.......................................................27第七章员工日常管理制度一．安全制度...................................................28二．就餐管理制度...............................................29三．卫生制度...................................................29第八章考核制度一．试用考核...................................................30二．星级评定标准...............................................30第九章培训制度一．培训计划制度...............................................31二．培训上岗制度...............................................32三．培训奖惩制度...............................................32四．培训时间保证制度...........................................33五．