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四川成都九寨洲际酒店集团整套SOP四川成都九寨洲际酒店集团整套SOP

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编号:20190328165001911462    类型:共享资源    大小:4.41MB    格式:RAR    上传时间:2019-03-28
  
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四川成都九寨洲际酒店集团整套sop
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折叠 四川成都九寨洲际酒店集团整套SOP.rar四川成都九寨洲际酒店集团整套SOP.rar
折叠 洲际酒店集团资料洲际酒店集团资料
折叠 FOFO
14.Lost and Found Procedure失物认领程序.xls
AM-0001 COMMENCING THE SHIFT上班.doc
AM-0002 HANDLING FULLY BOOK SITUATION 处理完全订房情况.doc
AM-0003 HIGH BALANCE REPORT高余额报表.doc
AM-0004 LOST AND FOUND PROCEDURE失物招领程序.doc
AM-0005 NO SHOW未到客人.doc
AM-0006 OPEN IN-ROOM SAFE PROCEDURE开房间保险箱的程序.doc
AM-0007 OVERNIGHT SHIFT DUTIES夜班职责.doc
AM-0008 SHIFT BRIEFING交班简报.doc
Assistant Manager SOP Listing and OTJ Training Template.doc
CON-0001 DOORMAN - GUEST ARRIVAL门童-客人到店.doc
CON-0002 DOORMAN – GUEST DEPARTURE门童-客人离店.doc
CON-0003 HANDLING LUGGAGE UPON ARRIVAL处理到店行李.doc
CON-0004HANDLING LUGGAGE UPON DEPARTURE 处理离店行李.doc
CON-0005 HANDLING GROUP LUGGAGE处理团队行李.doc
CON-0006_Luggage storage and retrieval行李储藏及取回.doc
CON-0007 Live move客人在场时的换房处理.doc
CON-0008 Dead move客人不在场时的换房处理.doc
CON-0009 Lost luggage行李丢失.doc
CON-0010 TAXI SERVICE出租车服务.doc
CON-0011 LIMOUSINE BOOKING豪华轿车预订.doc
CON-0012 Purchasing medicine客人买药事宜.doc
CON-0013 MESSAGE DELIVERY消息传递.doc
CON-0014 Tour reservation旅行预订.doc
CON-0015Hold for pick up 物品待取.doc
CON-0016 Airline ticket service机票服务.doc
CON-0017 Restaurant reservation餐厅预订.doc
CON-0018 Shopping recommendation购物推介.doc
CON-0019 Umbrella on loan出借雨伞.doc
CON-0020 Airport Pickup Service接机服务.doc
CON-0021 Airport Representative Promotion机场代表推介.doc
CONCIERGE SOP Listing and OTJ Training Template礼宾部标准操作程序清单及在职培训模板.doc
FD-0004 Hand Out Guest Keys发放客用钥匙.doc
FD-0005 Accepted Forms of Payment公认付款方式.doc
FD-0007 Cash Advance现金预付款.doc
FD-0008 Third Party Payment第三方付款.doc
FD-0010 Credit Card Authorization信用卡授权.doc
FD-0011 冲销.doc
FD-0013 Foreign Currency Exchange.doc
FD-0014 Posting of Late Charge延时收费记录.doc
FD-0016 Safe Deposit Box保险箱.doc
FD-0017 Controlling Stock Inventory控制库存.doc
FD-0019 Early Arrival Without Previous Notification未提前通知而早到.doc
FD-0020 Late Check-Out Procedure延迟离店程序.doc
FD-0022 Group Handling Procedures团队处理程序.doc
FD-0023 Assisting Guests帮助客人.doc
FD-0025 FIT Check-in Procedure散客入住程序.doc
FD-0026 Check-in walk-in guest or reservation not found无预订散客入住登记或未找到预订.doc
FD-0028 limousine Pick up豪华轿车接客人.doc
FD-0029_Ambassador And PCR Check in代表及优悦会登记入住.doc
FD-0031 Club Floor guest check-in Procedure行政楼层客人的入住程序.doc
FD-0032 Check out离店.doc
FD-0034 FIT Check-out Procedure(Billing to Company)散客离店程序(公司付账).doc
FD-0035 FIT Check out Procedure(complimentary)散客离店程序(免费).doc
FD-0037 Room Change Procedure换房程序 .doc
FD-0038 Follow up on trace事务跟进.doc
FD-0040 Rush Room抢房.doc
FD-0041 Unexpected VIP Check-in Procedure(未提前通知VIP入住程序).doc
HKGE-0012guest requests客人需求.doc
SOP Listing and OTJ Training Template标准操作程序及在职培训模板.doc
折叠 HKFLHKFL
FD-0001 Registration Card Usage使用登记卡.doc
FD-0002_Allocating Guest Room Upgrade And Downgrade分房,升级和降级.doc
FD-0003 FO Operation Meeting前厅业务会议.doc
FD-0006 Cash handling procedure现金处理程序.doc
FD-0009 Travel Agent Voucher旅行社凭证.doc
FD-0012 Cashing Traveler Cheques兑现游客支票.doc
FD-0015 Cash Overage and Shortage现金长款或短缺.doc
FD-0018 Due Out Rooms预离房间.doc
FD-0021 PCR or InterContinental Ambassador Enrollemt优悦会或洲际国宾登记.doc
FD-0024 Check-in Complimentary Room入住免费房.doc
FD-0027 Check-in One Day Earlier提前一天入住.doc
FD-0030 TOP VIP Limousine pick up顶级贵宾豪华轿车接机.doc
FD-0033 FIT Check-out Procedure(cash)散客离店程序(现金).doc
FD-0036 Instant Money应急钱包.doc
FD-0039 Disabled Guest残疾客人.doc
HK GENERAL SOP Listing and OTJ Training Template清单.doc
HKFL-0001 DND guest room请勿打扰房的处理程序.doc
HKFL-0002 How to check a guest room怎样检查房间.doc
HKFL-0003 Using the Vaccum to Clean a guest Room用吸尘器清洁房间.doc
HKFL-0004 How to clean the Air-condition grill如何清洗过滤网.doc
HKFL-0006 How to check the rooom status怎样查房.doc
HKFL-0007 Room assignment am & pm shift白班和中班的房间分配.doc
HKFL-0008 How to make up a bed怎样做床.doc
HKFL-0009 How to prepare a Room Attendant's trolley怎样准备工作车.doc
HKFL-0010 How to clean a guest bathroom怎样清洁客人卫生间.doc
HKFL-0011 How to clean a vanity top,handwash basin and too~1怎样清洁云石台,面盆和漱口杯.doc
HKFL-0012 How to clean a toilet怎样清洁马桶.doc
HKFL-0013 How to clean the shower room怎样清洁淋浴房.doc
HKFL-0014 How to clean the bathtub怎样清洁浴缸.doc
HKFL-0015 How to clean a mirror怎样清洁镜子.doc
HKFL-0016 How to clean a Minibar怎样清洁酒水.doc
HKFL-0017 How to dust, polish metal and clean other in roo~1怎样抹尘,金属和清洁其他物品.doc
HKFL-0018 How to inspect a guest bathroom怎样检查卫生间.doc
HKFL-0019 How to handle Guests personal belongings怎样处理客人的私人物品.doc
HKFL-0020 Changing light bulbs这样更换灯泡.doc
HKFL-0021 How to clean guest shoes怎样清洁客人的鞋子.doc
HKFL-0022 A locked safe deposit box in a checked out room如何处理退房内被锁住的保险柜.doc

资源目录

文件预览区

洲际酒店集团资料
../FO
../../14.Lost and Found Procedure失物认领程序.xls--点击预览
../../AM-0001 COMMENCING THE SHIFT上班.doc--点击预览
../../AM-0002 HANDLING FULLY BOOK SITUATION 处理完全订房情况.doc--点击预览
../../AM-0003 HIGH BALANCE REPORT高余额报表.doc--点击预览
../../AM-0004 LOST AND FOUND PROCEDURE失物招领程序.doc--点击预览
../../AM-0005 NO SHOW未到客人.doc--点击预览
../../AM-0006 OPEN IN-ROOM SAFE PROCEDURE开房间保险箱的程序.doc--点击预览
../../AM-0007 OVERNIGHT SHIFT DUTIES夜班职责.doc--点击预览
../../AM-0008 SHIFT BRIEFING交班简报.doc--点击预览
../../Assistant Manager SOP Listing and OTJ Training Template.doc--点击预览
../../CON-0001 DOORMAN - GUEST ARRIVAL门童-客人到店.doc--点击预览
../../CON-0002 DOORMAN – GUEST DEPARTURE门童-客人离店.doc--点击预览
../../CON-0003 HANDLING LUGGAGE UPON ARRIVAL处理到店行李.doc--点击预览
../../CON-0004HANDLING LUGGAGE UPON DEPARTURE 处理离店行李.doc--点击预览
../../CON-0005 HANDLING GROUP LUGGAGE处理团队行李.doc--点击预览
../../CON-0006_Luggage storage and retrieval行李储藏及取回.doc--点击预览
../../CON-0007 Live move客人在场时的换房处理.doc--点击预览
../../CON-0008 Dead move客人不在场时的换房处理.doc--点击预览
../../CON-0009 Lost luggage行李丢失.doc--点击预览
../../CON-0010 TAXI SERVICE出租车服务.doc--点击预览
../../CON-0011 LIMOUSINE BOOKING豪华轿车预订.doc--点击预览
../../CON-0012 Purchasing medicine客人买药事宜.doc--点击预览
../../CON-0013 MESSAGE DELIVERY消息传递.doc--点击预览
../../CON-0014 Tour reservation旅行预订.doc--点击预览
../../CON-0015Hold for pick up 物品待取.doc--点击预览
../../CON-0016 Airline ticket service机票服务.doc--点击预览
../../CON-0017 Restaurant reservation餐厅预订.doc--点击预览
../../CON-0018 Shopping recommendation购物推介.doc--点击预览
../../CON-0019 Umbrella on loan出借雨伞.doc--点击预览
../../CON-0020 Airport Pickup Service接机服务.doc--点击预览
../../CON-0021 Airport Representative Promotion机场代表推介.doc--点击预览
../../CONCIERGE SOP Listing and OTJ Training Template礼宾部标准操作程序清单及在职培训模板.doc--点击预览
../../FD-0004 Hand Out Guest Keys发放客用钥匙.doc--点击预览
../../FD-0005 Accepted Forms of Payment公认付款方式.doc--点击预览
../../FD-0007 Cash Advance现金预付款.doc--点击预览
../../FD-0008 Third Party Payment第三方付款.doc--点击预览
../../FD-0010 Credit Card Authorization信用卡授权.doc--点击预览
../../FD-0011 冲销.doc--点击预览
../../FD-0013 Foreign Currency Exchange.doc--点击预览
../../FD-0014 Posting of Late Charge延时收费记录.doc--点击预览
../../FD-0016 Safe Deposit Box保险箱.doc--点击预览
../../FD-0017 Controlling Stock Inventory控制库存.doc--点击预览
../../FD-0019 Early Arrival Without Previous Notification未提前通知而早到.doc--点击预览
../../FD-0020 Late Check-Out Procedure延迟离店程序.doc--点击预览
../../FD-0022 Group Handling Procedures团队处理程序.doc--点击预览
../../FD-0023 Assisting Guests帮助客人.doc--点击预览
../../FD-0025 FIT Check-in Procedure散客入住程序.doc--点击预览
../../FD-0026 Check-in walk-in guest or reservation not found无预订散客入住登记或未找到预订.doc--点击预览
../../FD-0028 limousine Pick up豪华轿车接客人.doc--点击预览
../../FD-0029_Ambassador And PCR Check in代表及优悦会登记入住.doc--点击预览
../../FD-0031 Club Floor guest check-in Procedure行政楼层客人的入住程序.doc--点击预览
../../FD-0032 Check out离店.doc--点击预览
../../FD-0034 FIT Check-out Procedure(Billing to Company)散客离店程序(公司付账).doc--点击预览
../../FD-0035 FIT Check out Procedure(complimentary)散客离店程序(免费).doc--点击预览
../../FD-0037 Room Change Procedure换房程序 .doc--点击预览
../../FD-0038 Follow up on trace事务跟进.doc--点击预览
../../FD-0040 Rush Room抢房.doc--点击预览
../../FD-0041 Unexpected VIP Check-in Procedure(未提前通知VIP入住程序).doc--点击预览
../../HKGE-0012guest requests客人需求.doc--点击预览
../../SOP Listing and OTJ Training Template标准操作程序及在职培训模板.doc--点击预览
../HKFL
../../FD-0001 Registration Card Usage使用登记卡.doc--点击预览
../../FD-0002_Allocating Guest Room Upgrade And Downgrade分房,升级和降级.doc--点击预览
../../FD-0003 FO Operation Meeting前厅业务会议.doc--点击预览
../../FD-0006 Cash handling procedure现金处理程序.doc--点击预览
../../FD-0009 Travel Agent Voucher旅行社凭证.doc--点击预览
../../FD-0012 Cashing Traveler Cheques兑现游客支票.doc--点击预览
../../FD-0015 Cash Overage and Shortage现金长款或短缺.doc--点击预览
../../FD-0018 Due Out Rooms预离房间.doc--点击预览
../../FD-0021 PCR or InterContinental Ambassador Enrollemt优悦会或洲际国宾登记.doc--点击预览
../../FD-0024 Check-in Complimentary Room入住免费房.doc--点击预览
../../FD-0027 Check-in One Day Earlier提前一天入住.doc--点击预览
../../FD-0030 TOP VIP Limousine pick up顶级贵宾豪华轿车接机.doc--点击预览
../../FD-0033 FIT Check-out Procedure(cash)散客离店程序(现金).doc--点击预览
../../FD-0036 Instant Money应急钱包.doc--点击预览
../../FD-0039 Disabled Guest残疾客人.doc--点击预览
../../HK GENERAL SOP Listing and OTJ Training Template清单.doc--点击预览
../../HKFL-0001 DND guest room请勿打扰房的处理程序.doc--点击预览
../../HKFL-0002 How to check a guest room怎样检查房间.doc--点击预览
../../HKFL-0003 Using the Vaccum to Clean a guest Room用吸尘器清洁房间.doc--点击预览
../../HKFL-0004 How to clean the Air-condition grill如何清洗过滤网.doc--点击预览
../../HKFL-0006 How to check the rooom status怎样查房.doc--点击预览
../../HKFL-0007 Room assignment am & pm shift白班和中班的房间分配.doc--点击预览
../../HKFL-0008 How to make up a bed怎样做床.doc--点击预览
../../HKFL-0009 How to prepare a Room Attendant's trolley怎样准备工作车.doc--点击预览
../../HKFL-0010 How to clean a guest bathroom怎样清洁客人卫生间.doc--点击预览
../../HKFL-0011 How to clean a vanity top,handwash basin and too~1怎样清洁云石台,面盆和漱口杯.doc--点击预览
../../HKFL-0012 How to clean a toilet怎样清洁马桶.doc--点击预览
../../HKFL-0013 How to clean the shower room怎样清洁淋浴房.doc--点击预览
../../HKFL-0014 How to clean the bathtub怎样清洁浴缸.doc--点击预览
../../HKFL-0015 How to clean a mirror怎样清洁镜子.doc--点击预览
../../HKFL-0016 How to clean a Minibar怎样清洁酒水.doc--点击预览
../../HKFL-0017 How to dust, polish metal and clean other in roo~1怎样抹尘,金属和清洁其他物品.doc--点击预览
../../HKFL-0018 How to inspect a guest bathroom怎样检查卫生间.doc--点击预览
../../HKFL-0019 How to handle Guests personal belongings怎样处理客人的私人物品.doc--点击预览
../../HKFL-0020 Changing light bulbs这样更换灯泡.doc--点击预览
../../HKFL-0021 How to clean guest shoes怎样清洁客人的鞋子.doc--点击预览
../../HKFL-0022 A locked safe deposit box in a checked out room如何处理退房内被锁住的保险柜.doc--点击预览




资源描述:
成成都都世世纪纪城城假假日日酒酒店店 失失物物认认领领程程序序 员员工工客客房房部部值值班班经经理理财财务务总总监监 在酒店营业区域和公共区域捡到的任何物 品都应立即上缴客房部办公室 (在后台 员工区域拾到的物品交人事部) 如果因其他原因不能将物品送至客房部, 应交给值班经理暂存保险箱保管 在值班经理记事本上记录全部移交的失 物 在失物认领记事本上记录全部移交 的失物 尽快安排将失物送至客房部办公室 填写详细资料: 发现时间及地点, 物品描述,物品 编号, 发现物品的 员工姓名及部门等 所有失物都必须装入信封或塑料袋 封好, 并贴上含有全部资料的标签 将物品锁入失物认领库中, 钥匙由 客房部经理保管 将现金和贵重物品(价值超过RMB 1000元)移交给财务总监保管 在失物认领记事本上签收, 并 记入电脑档案 处理关于失物的客人查询, 或主 动联系已知失主 将贵重物品存入财务总监保险 箱内 如客人认领任何失物, 所描述的物 品必须与失物相符 移交物品并由客房部签收 让客人在失物认领单上对所认领的 物品签字 如认领者不是物主,需要求 认领者出示物主的书面授权 如客人要求将物品邮寄, 应在失物 认领记事本上记录客人姓名,地址 及邮寄日期。贵重物品必须有客人 签名的授权书 备注1 : 任何情况下, 在任何区域发现丢失物品, 都不能由个人保留. 备注2:客人遗留的每件物品必须由客房部保管6个月. 过此期限后, 如没有客人前来认领, 普通物品给予发现者, 现金和贵重物品由行政委员会批准处理,并在年终给予前三位拾金不昧奖. 客客人人 在失物认领单 上签收 成成都都世世纪纪城城假假日日酒酒店店 失失物物认认领领程程序序 HolidayHoliday InnInn CenturyCentury CityCity ChengduChengdu LostLost andand FoundFound ProceduresProcedures EmployeeHousekeepingAsst. ManagerFinancial ControllerGuest Any articles found in the hotel operation areas or public areas are required to turn in immediately to Housekeeping Office (Any articles found in the hotel back office areas should be turned in HR office) If it is not feasible to have the articles send to Housekeeping for whatever reason, it should be given to Duty Manager for temporary safekeeping Record all handed over articles in the A.M. Log Book Record all handed over articles in the Lost and Found Log Book Make arrangement to have the articles send to Housekeeping Office as soon as possible Write detailed informations : date and place found,description of articles, article number, name and department of employee found All articles have to be properly packed in an envelope or plastic bag with a lable containing all informations Lock all articles in the Lost and Found storeroom with key keep by Housekeeper Hand over all cash and valuable articles (value above RMB 1000) to Controller for safekeeping Sign receipt of valuable articles on the Lost and Found Log Book, and to maintain a computer file for the items Handle inquires regarding Lost and Found articles by guest or contact guest directly if any information have Put the valuable articles in the Controller's safe Match the description of the articles if guest claims for any Lost and Found articles Hand over the claim items to housekeeping Ask guest to sign on the Lost and Found Claim Form for any claims If the claimant in not the owner of the article,request the claimant to present a written authorization from the owner Sign acknowledge receipt on the Lost & Found Claim Form If the article requested to mail, a authorization letter from owner must be obtained and to record the guest name, address and date on the Lost and Found Log Book Remark 1 : Under no circumstances, may any article found in any area be retained by an individual. Remark 2 : Every article left behind by a guest is to be retained by the Housekeeping Department for a period of 6 months. After such period, if no guest come forward to claim for the articles, the articles will then be distributed to the respective finder or be disposed with the approval from the General Manager. Task Number: 序号序号: FO-AM0001 Jiuzhai Complex 九寨饭店集群九寨饭店集群 Department: 部门部门: FO assistant manager 前厅·大堂副理 Date Issued: 发行日发行日: 01/2007 Standard Operating Procedure 标准操作规程标准操作规程 Time To Train: 培训时间培训时间: 20 minutes 分钟 Approved By: 批准人批准人: DOR 房务总监 Commencing The Shift 上班上班 Page 页码1/4 第 1 页 共 4 页 GUEST EXPECTATION客人期望:客人期望: I expect all my requests to be handled efficiently, accurately and courteously by knowledgeable staff who can assist me with my needs. I expect issues raised in the morning to be completed by the time I return to my room in the evening. I expect communication to occur at shift handovers. 我希望有助于我的需求的知识员工能高效、无误、谦恭地处理我所有的请求。我希望早上出现的 问题在我晚上回到房间之前完全被解决了。我希望交班时有良好的沟通。 Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要?为什么该任务对你和我们的客人都很重要? Answers 答案: 1.Guest can experience our efficiently and accurately service.客人能体验到我们高效、无误的 服务。 2.We must maximize guest satisfaction.我们必须使客人满意度最大化。 3.Avoid guest complaints.避免客人投诉。 4. Demonstrate my professionalism.展现我的职业水准。 STEPS 步骤How /Standards 标准Training Question 培训的问题 1) Requirement of Assist Manager 大堂 副理的需求 Assistant Managers are required to acknowledge all hotel incidents, which took place during the previous shift. 大堂副理要知道在上个班酒店发生 的所有事件。 Assistant Manager must be on duty at least 20 minutes earlier. 大堂副理必须至少提前 20 分钟上 班。 Why does the Assistant Manager have to be on duty at least 20 minutes earlier? 为什么大堂副理要至少提前 20 分 钟上班? 2) Assistant Manager Log book 大堂副理日志 Assistant Manager must check the Assistant Manager Log book to preview all irregularities and incidents that happened during Why does the Assist Manager need to check the AM log book? Task Number: 序号序号: FO-AM0001 Jiuzhai Complex 九寨饭店集群九寨饭店集群 Department: 部门部门: FO assistant manager 前厅·大堂副理 Date Issued: 发行日发行日: 01/2007 Standard Operating Procedure 标准操作规程标准操作规程 Time To Train: 培训时间培训时间: 20 minutes 分钟 Approved By: 批准人批准人: DOR 房务总监 Commencing The Shift 上班上班 Page 页码2/4 第 2 页 共 4 页 the last shift. 大堂副理须查看大堂副理日志,预 览上一个班发生的所有意外事件。 为什么大堂副理需要查看大堂副理 日志? 3) Phone/Emergency Keys 电话/应急钥匙 Assistant Manager needs to take over the Walkie Talkie and Hotel Master-Key from the previous shifts Assistant Manager. 大堂副理须从上一班值班副理那里 接管手机及万用钥匙。 What is the hotel master key? Where is it kept? 什么是酒店万用钥匙?它应该保存 在哪里? 4) Hotel Log book 酒店日志 During his/her shift, the Assistant Manager is in charge of the logbook and he/she must ensure that all incidents are properly recorded by date and time. 在他/她当班期间,大堂副理要负 责日志,他/她必须保证一切事务 按日期、时间准确地记录下来。 Why does the Assistant Manager need to use the hotel log-book everyday? 为什么大堂福理须每天使用酒店日 志? 5) Memorandum file/In-tray 备查文件/收文篮 Assistant Manager must check the memorandum file (Pigeon- Hole) and in-tray to get up-to-date with any new memos that may have been issued since the last duty and to check if any items, fax, letters, messages etc., require attentio 大堂副理须备查文件(文件架)及 收文篮,以便取得从上个班至今发 布的新备忘,同时核实一些项目, 诸如传真、信件、消息等,是否需 要引起注意。 Why does the Assistant Manager need to check the pigeon whole? 为什么大堂副理需要核实整个文件 架? 6) VIP list VIP 列表The VIP list must be checked at the beginning of each shift. Why does the Assist Manager need to be aware all VIP arrivals Task Number: 序号序号: FO-AM0001 Jiuzhai Complex 九寨饭店集群九寨饭店集群 Department: 部门部门: FO assistant manager 前厅·大堂副理 Date Issued: 发行日发行日: 01/2007 Standard Operating Procedure 标准操作规程标准操作规程 Time To Train: 培训时间培训时间: 20 minutes 分钟 Approved By: 批准人批准人: DOR 房务总监 Commencing The Shift 上班上班 Page 页码3/4 第 3 页 共 4 页 Assistant Manager has to be aware of all VIP arrivals in advance and prepare accordingly VIP 列表必须在每班开始就要核实。大 堂副理要提前关注所有 VIP 的到店 并为此做准备。 in advance? 为什么大堂副理要提前关注所有 VIP 店? 7) Group Arrivals/Departures 团 队到店/离店 Assistant Manager must review the Group Order and make himself aware of group activities. 大堂副理查看团队安排,并关注团 队活动。 Why does the Assistant Manager have to review the Group Order ? 为什么大堂副理要查看团队安排? 8) Occupancy 入住 Assistant Manager has to know the occupancy and room availability, as well as the daily walk in rate. 大堂副理须知道客房占用率及可用 率,以及每日散客价。 How can I inform myself about of the daily room occupancy and room availability as well as the daily walk in rate? 我怎样能知道每日客房占用率、可 用率及每日步入率? 9) Shift Briefing 交班 会 The Assistant Manager will conduct briefing with AFOM/FOM for all front desk agents 大堂副理要向前厅部副经理/前厅 部经理汇报关于一切前台接待的事 务。 Why does the Asst. Manager need to conduct the briefing? 为什么大堂副理须做每日简报? Task Number: 序号序号: FO-AM0001 Jiuzhai Complex 九寨饭店集群九寨饭店集群 Department: 部门部门: FO assistant manager 前厅·大堂副理 Date Issued: 发行日发行日: 01/2007 Standard Operating Procedure 标准操作规程标准操作规程 Time To Train: 培训时间培训时间: 20 minutes 分钟 Approved By: 批准人批准人: DOR 房务总监 Commencing The Shift 上班上班 Page 页码4/4 第 4 页 共 4 页 Summary questions 问题小结问题小结: 1. is the commencing shift procedure important for the Front Office operation? 为什么对于前厅操作,上班程序很重要? 2. oes the Assist Manager need to check the AM log book?为什么大堂副理需要查看大副日 志? 3. a) What are two things which must be passed to the incoming Assist Manager? 须将哪两件事交给下一个值班大副? b) What does the hotel master key provide me access with?我能用酒店万用钥匙打开什么 门? c) Where should I store it?我应该把它保存在哪里? 4. a) What are examples of entries into the hotel log-book?酒店日志中应该录入些什么? b) What are examples of incidents which wouldn’t be entered?什么事件我们不能录入? 5. a) Why does the Assistant Manager need to check the pigeon hole? 为什么大堂副理须 查看文件架? 6.Is the pigeon hole sufficient to learn about incidents in the hotel? Where else may information be gleaned? 为获悉酒店事件,文件架够用吗?其他什么地方还可以收集到信息? 7 a) Why does the Assistant Manager need to be aware all VIP arrival in advance? What role does he/she play in VIPs? 为什么大堂副理须提前关注所有 VIP 到店?他/她在 VIP 来店时扮演什么角色? 8.Why does the Assistant Manager have to review the Group Order ?大堂副理须预览团队 安排? 9.How do you find out the daily room occupancy and room availability, as well as the daily walk in rate? 我怎样能知道每日客房占用率、可用率及每日步入率? 10. What time does he/she conduct the briefing/ who should attend/ and what is the agenda? 11. 何时他/她要开会/谁参加/日程如何? Now ask the Trainee to practice the whole task from start to end to test competency. 现在让学员从头到尾来练习整个作业,以便考察他们学习情况。现在让学员从头到尾来练习整个作业,以便考察他们学习情况。 Task Number: 序号序号: FO-AM0002 Jiuzhai Complex 九寨饭店集群九寨饭店集群 Department: 部门部门: FO assistant manager 前厅·大堂副理 Date Issued: 发行日发行日: 01/2007 Standard Operating Procedure 标准操作规程标准操作规程 Time To Train: 培训时间培训时间: 20 minutes 分钟 Approved By: 批准人批准人: DOR 房务总监 Hand fully booked situation 处理满房情况处理满房情况 Page 页码 1/3 Task – Handling Fully Booked Situations Page 1 of 3 GUEST EXPECTATION客人期望客人期望: I expect my check-in to be quick, friendly and efficient by knowledgeable staff who can assist me with my needs and ensure my individual room requests are honored. I understand that a hotel can be fully booked on occasions, nevertheless I am here at the hotel and expect a senior person to resolve my booking problem 我希望这样的员工熟手来快捷地、友好地、高效地处理我的登记入住,并能满足我的需求,同时 能确保我个人房间的请求得到尊重。我理解酒店处于满房的情形。尽管如此,来到该酒店,我希 望有个高层员工能处理我的预订问题。 Why is this task important for you and our guests? 为什么该任务对你和我们的客人很重要?为什么该任务对你和我们的客人很重要? Answers 答案: 1.Guest can experience our efficient and accurate service.客人可以感到我们高效无误的服务。 2.We must maximize guest satisfaction.我们必须让客人满意度最大化。 3.Avoid guest complaints. 要避免客人投诉。 4.Demonstrate my professionalism. 展现我的职业道德。 5.Improve GSTS score. 提高客人满意度调查分数。 STEPS 步骤How /Standards 标准Training Question 培训的问题 1) Plan in advance 提前计划 If the hotel is fully booked, Duty Manager needs to check if we need to contact other hotels in the surrounding area if there are any rooms available. 如果酒店被完全预订,大堂副理要 查看是否需要联系周边区域内的其 他酒店,以确定是否有房。 Why do I have to contact other hotels to solve the fully book situation? 为什么我要联系其他酒店来解决完 全预订的情况? 2) Reserve the rooms 预订房间 An appropriate number of rooms in another hotel must be tentatively reserved. 须在另一家酒店暂时预订适当的房 间数。 Why do I have to get rooms prepared in other hotels? 为什么我要在其他酒店预定房间? 3) Explain the fully When the hotel is fully booked, the What can we do if a guest is very Task Number: 序号序号: FO-AM0002 Jiuzhai Complex 九寨饭店集群九寨饭店集群 Department: 部门部门: FO assistant manager 前厅·大堂副理 Date Issued: 发行日发行日: 01/2007 Standard Operating Procedure 标准操作规程标准操作规程 Time To Train: 培训时间培训时间: 20 minutes 分钟 Approved By: 批准人批准人: DOR 房务总监 Hand fully booked situation 处理满房情况处理满房情况 Page 页码 2/3 Task – Handling Fully Booked Situations Page 2 of 3 book situation 解释 完全订房情形 Front Desk Agent must advise the walk-in guests and explain that we are unable to offer them accommodation. 当酒店被完全预订时,前台服务员 须告知散客并解释我们不能为他们 提供住宿了。 upset with our situation? 如果客人在该情形下很失望,我们 应该怎么做? 4) Advise early or late arriving guests and offer alternatives solution Likewise, guests who arrive a day before or a day after their reservations should be advised of the situation and offers must be made to book a room at an alternative hotel. Guest must always be relocated at another hotel of similar standard before other alternatives are considered. 同样,应该把该情况告知早到或迟 到一天到达的客人,帮助客人在其 他可选择的酒店订房。在给予客人 其他选择前,客人必须被安排到其 他同等标准的酒店 What can we do if all the same standard hotels are fully booked in the city? 如果该城市中的同等标准的酒店被 完全预订了,我们该怎么做呢? 5) Relocate the guest 安排客人 According to the policy, non- guaranteed reservations can be released after 18:00 during overbooked period. These guests will be relocated to other hotels. 按照政策,在超预订期间,非保证 预订在下午 6 点后就被解除。这些 客人要被安排到其他酒店。 Why do we have to set the release time of non-guaranteed reservation at 18:00? 为什么我们要在下午 6 点规定非保 证预订的解除时间? 6) Decide the guests to be walked 确定客人 It must be by the 15.00 hours shift change, which guests are to be walked. When uncertainty arises, liaise with DOR. Guests who have to be walked will be handled by FOM/AFOM or AM 到下午 3 点交班为止,务必确认哪 How to decide which guest has to be walked? 怎样决定哪些是被安排到其他酒店 的客人? Task Number: 序号序号: FO-AM0002 Jiuzhai Complex 九寨饭店集群九寨饭店集群 Department: 部门部门: FO assistant manager 前厅·大堂副理 Date Issued: 发行日发行日: 01/2007 Standard Operating Procedure 标准操作规程标准操作规程 Time To Train: 培训时间培训时间: 20 minutes 分钟 Approved By: 批准人批准人: DOR 房务总监 Hand fully booked situation 处理满房情况处理满房情况 Page 页码 3/3 Task – Handling Fully Booked Situations Page 3 of 3 些客人将被安排到其他酒店。如果 不确定的话,联系房务总监。由前 厅部经理/前厅部副经理或大堂副理 来处理每一位被安排到其他酒店的 客人。 7) Decision to dishonor guaranteed booking 对有保证 预定的客人重新安 排 In the event that it is necessary to dishonor a guaranteed reservation, Front Office Manager/AFOM must be informed before the final decision is made. 如果有我们要对有保证预定的客人 进行重新安排,则须决策前告知前 厅经理/前厅部副经理。 How can I best handle this situation? 我怎样才能以最佳的方式来处理这 种情况? Summary questions 问题小结问题小结: 1Why is the procedure of handling a fully booked situation important for the hotel and our guests?为什么对于酒店和客人而言,处理完全预订情况的程序很重要? 2Why do I have to get rooms prepared in other hotels?为什么我要在其他酒店预备房间? 3What can we do if a regular guest is very upset with our situation?如果常客对该情况很失 望的话,我们应该怎么做? 4What can we do if all the same level hotels are fully booked in the city?如果该城市同级酒 店的订房已满,我们应该怎么做? 5Why do we have to set the release time of non-guaranteed reservation at 18:00?为什么 我们要把非保证预订的解除时间设置在下午 6 点? 6How do we decide which guest has to be walked?我们如何确定重新安排哪一位客人? 7How can I handle the situation of a dishonored guaranteed reservation?我们怎么处理保 证预订不兑现时的情况? Now ask the Trainee to practice the whole task from start to end to test competency. 现在让学员从头到尾来练习整个作业,以便考察他们学习情况。现在让学员从头到尾来练习整个作业,以便考察他们学习情况。 Task Number: 序号序号: FO-AM0003 Jiuzhai Complex 九寨饭店集群九寨饭店集群 Department: 部门部门: FO assistant manager 前厅·大堂副理 Date Issued: 发行日发行日: 01/2007 Standard Operating Procedure 标准操作规程标准操作规程 Time To Train: 培训时间培训时间: 20 minutes 分钟 Approved By: 批准人批准人: DOR 房务总监 High balance report 高余额报表高余额报表 Page 页码 1/4 Task – High Balance Report Page 1 of 4 GUEST EXPECTATION客人期望客人期望: N/A 无无 Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要?为什么该任务对你和我们的客人都很重要? Answers 答案: 1.Guest can experience our efficiently and accurately service.客人可以体验到我们高效无误的 服务。 2.We must maximize guest satisfaction. 我们必须使我们的客人满意度最大化。 3.Avoid guest complaints. 避免客人投诉。 4.Demonstrate my professionalism. 展示我的职业道德。 5.Improve GSTS score 提高客人满意度调查分数。 STEPS 步骤How /Standards 标准Training Question 培训的问题 1) Understand the high balance 理解 高余额 Assistant Manager must
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