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酒店各部门应急支配操作程序Objective目标To ensure that the hotel andall staffare adequatelyprepared forany emergenciesthat mayarise.确定酒店全部部门及员工对可能出现的紧急状况有充分的打算Procedure程序In theevent ofa computerstoppage,the hotelwill continueto functionon amanual basisuntil the computer system isrestored.在电脑系统发生故障期间,酒店全部部门将会实行手工操作程序,直到电脑系统复原为止Front Desk前台The Front Office Duty Manager willcarry outthe followingtask:前厅部值班经理将会执行以下任务
1.Advise the following keypersonnel immediately:马上通知以下关主要相关人员-IT Manager/IT Co-coordinator on Duty信息技术部经理或信息技术部值班人员General Manager总经理-Director ofFinance财务总监Rooms DivisionManager房务总监Front OfficeManager前厅部经理服务员应当运用手工的点菜单进行点菜
2.Upon receiptof Captain Orders,the cashierto postthe ordersto themanualGuest Checkimmediately.在收到手工点菜单时,收银员马上将这些点菜单上的信息手工加在客人的帐单上
3.Clip theCaptain Orders together with the Guest Checks and put theminto pitsaccordingto tablenumbers.手工点菜单和客人的帐单用夹子夹在一起并把它们放在标有台号的帐单架内
4.When guestsask forthe bill,take outthe Guest Checks from the pitandcalculate the total amountsof the Guest Checkswith calculator.After that,givethe Guest Check to the waiter/waitress forpresentation to guests.当客人要求结帐时,从相应的格子中找出客人的帐单并用加数器计算出总金额,最终由服务员将客人帐单呈递给客人
5.Settle GuestChecks bydifferent typesof paymentmethods asfollows:依据客人结帐方式的不同,请分别参照以下的相关内容Cash现金结帐-Stamp“Paid”to the GuestCheckupon receiptof money.收到现金后在客人的帐单上盖上“PAID”章Ist copy of the GuestCheck to bereturned to guests forrecord将客人帐单的第一联交还给客人-2nrl copy of GuestCheck togetherwith CaptainOrdersto be keptandsubmitted toFinance.客人帐单的其次联和手工点菜单放在一起并交给财务部-Mark downdetails of the GuestChecks to“Cashier BalanceReportn.在“收银员帐目报表”上写下客人帐单的明细Credit Card信用卡结帐-Post the credit cardto theEDC machinewith thetotal of theGuest Checkamount.运用银行的刷卡机收取客人相应的金额,-Imprint the credit cardonto the guest checks.把客人的信用卡压印在客人帐单上-Pass the credit card voucher to the waiter/waitress for guests signatureand returnthecredit card and the customer copy of thevoucher togetherwith the1,copyof the guest check to the guest.把信用卡单交给服务员并请客人签字,然后将信用卡和卡单的客户联以及客人帐单的第一联一同交给客人-2nd copyof GuestCheck and credit cardvoucher togetherwith CaptainOrdersto bekept andsubmitted toFinance.客人帐单的其次联和信用卡单和手工点菜单一起交给财务部-Mark downdetails of the GuestChecks to“Cashier BalanceReport.在“收银员余额报表”中写下客人帐单上的明细Guest Ledger挂帐Verify the room numberand guest name againstRegisteredGuest reportthat issent from Front Office.依照前台发出的“在店客人报表”核对客人的房间号和姓名Telephone Front Desk immediatelywith thedetails oftheGuestCheckincluding room number,guestname,outlet name,GuestCheck number,amount andrecord thename of the Front Desk staffthatreceived thecall.马上打电话通知前台,告知前台员工客人帐单上的具体内容,包括房间号码、客人名称、站点名称、客人的帐单号码、帐单的总金额,并记录下接电话的前台员工的姓名Send thels,copyof theGuestCheckto the Front Desk.将客人帐单的第一联送到前台2nd copyof GuestCheck togetherwithCaptainOrders tobekept andsubmitted toFinance客人帐单的其次联和手工点菜单一起交给财务部Mark downdetails oftheGuestChecks touCashierBalance Reportv.在“收银员余额报表中写下客人帐单上的明细Upon the system retrieveto operation,the waiter/waitress hasto postand printchecks;the cashierwill closethe checkin POSsystem.For anyguest ledgercharges,thecashier canuse offlineto closethe check.一旦系统复原正常,服务员必需在点菜机上输入并打印帐单,收银员必需在POS系统中关闭帐单,假如要对客人帐单进行挂帐处理,收银员可以运用离线来关闭客人帐单All manualcheck mustbe attachedwith thecorrespondence printedchecks.Especially forthose checkssettled by guest ledger.全部手工的帐单必需附上相对应的系统打印出来的帐单,特殊是挂客帐的帐单Emergency Plan-Holidex Holidex的应急支配
1.The ITManager,Director ofRooms,Director ofFinanceBusiness SupportandRevenue Managershould beinformed immediately.系统出现问题后,应当刚好通知信息技术部经理,房务总监,财务总监和收益管理经理
2.The Reservation staff should inform Holidex system Reservation Centerin Guangzhou,China,the telephonenumber is
8008306368..预订部员工应当通知Holidex中国区预订中心,号码为
80083063683.At thesame time,the Reservation staff should inform the HolidexAdministrator in Asia Pacific Office andget the following reports by faxformaintaining normaloperation.在同一时间,预订部员工就通知亚太区Holidex系统的管理员,并通过传真机得到以下报表以实现正常运作oa Theprevious day s LCUList ofCommission Updateand LPUListof Priority Club Update.前一天的LCU更新的佣金列表报表和LPU更新的优悦会会员报表b Thepresent day and next daysLEA List of ExpectedArrivals.当天和其次天的LEA预料抵达客人列表c Thepresent days LCDList ofCommission Departuresand LPDListof PriorityClub Departures.当天的LCD已离店客人佣金报表和LPD已离店优悦会会员的列表d Thenextdays LCAListofCommission Arrivalsand LPAList ofPriorityClub Arrivals.其次天的LCA已到店客人的佣金列表和LPA己到店优悦会会员报表e GNRReservation Orders.GNR预订单f VIDView DailyInventory forthe presentdayand the nextthreedays onward.当天和以后三天的VID每日房间信息列表
4.Record theHolidex bookingsand completethe LCUreport andsend backto Asia Pacific Office for processing.记录下Holidex中的预订信息并完成LCU报表,然后发送回亚太区办公室进行处理
5.Update theLPU report to calculatethe PriorityClub Pointsfor in-houseguests andsend backtoAsiaPacificOfficeforprocessing.更新LPU报表并记算出在店客人优悦会员的累计分数,然后发送回亚太区办室进行处理
6.For handlingof PriorityClub enquiries,Reservationstaff should contactthePriorityClubCenter directly.在处理优悦会会员的询问时,预订部员工必需干脆联系优悦会会员中心
7.Reservation Managershould checkthe dailyforecast againstthe VIDreport to makesurethattheHolidexInventory isunder control.For anychange ofthe room inventoryin theHolidex,Reservation ManagershouldinformAsia PacificOfficeto updatethe Hotel.预订部经理必需依据VID报表对每日预记的住房率进行检查,必需确保Holidex中的房间清单处在良好的限制之下,Holidex中假如有任何的房间信息的更改,预订部经理必需通知亚太区办公室以更新酒店信息
8.For handlingonward reservationfor sister hotels,Reservation staffshoulddirectly contactthe concernedsisterhotelby telephoneor byfax.Bookingcan alsobe referredto theReservationCenter.Written confirmationshould beobtainedand presentedto guests.处理集团内部酒店的预订信息时,预订部员工应通过电话或传真干脆联系相关的酒店,此预订应当被发送到预订中心,写下确认号并呈交给客人
9.Once theHolidexsystem is up,Reservationstaff shouldinform the HolidexAdministratorinAsiaPacificOfficeto stopsending thereports to thehotelviafax.在Holidex复原正常运行后,预订部员工必需通知亚太区办公室的Holidex管理员,以停止通过传真发送报表Emergency Plan-Lifts应急支配电梯
1.Staff whodiscovered the breakdown-To inform the Service Center staffimmediately by identifyinghimself/herself andgiving exactdetails ofthebreakdown.假如员工发觉故障,应马上通知客户服务中心员工并告知自己的身份,并且将故障现象明确地描述给客户服务中心的员工客户服务中心员工应通知以下人员:
2.Service Center staff-To informthe following:a.General Manager总经理b.Manager onDuty当天值班经理c.Chief Engineer总工程师d.Director ofRooms房务总监e.Security Manager保安部经理f.Executive Housekeeper行政管家g.Director ofFB餐饮部总监
3.Engineering Department工程部To contactthe supplierofthelifts immediately.马上联系电梯的供应商To goto thelocation ofthe breakdownforinvestigation andrectification.马上前往故障发生地点,对故障缘由进行调查并着手解决问题-To informthe GeneralManager,Director ofRooms andManager onDutyabout theprogress andstatus.将故障解决的过程和状态通知总经理,房务总监及当日值班经理
4.Front OfficeDepartment前厅部-To assignBellman to direct allguests touse staff elevators orstaircases.指派行李员指引客人运用员工电梯或步行梯-To instructthe Front Desk staffon howto dealwith guestinquiries.指示前台员工对客人的询问做出适当的解答
5.Security Department保安部-To assignsecurity staff to hotellobby,exit pointswithin thehotel,staircases etcto ensurethe securityofthehotel.指派保安部员工前往酒店大堂、紧急出口、步行梯等处,确保酒店的平安
6.Housekeeping Department客房部-Assign floorsupervisors androom attendantson eachfloor todirectguests touse thestaffelevators and/or staircases.指派楼层主管和每个楼层的服务员指引客人运用员工电梯和/或步行梯
7.FoodBeverage Department餐饮部To assignall FBoutlet staff todirectguests tousethe staffelevatorsand/or staircases.指派全部餐厅各站点的员工指引客人运用员工电梯和/或步行梯Emergency Plan-In-House PagingSystem应急支配一酒店寻呼
1.Service Centerstaffshould have acomplete listof handphone numbersof keyhotelstaff foremergency contactpurposes.客户中心员工必需有一份酒店重要人员的手机号码清单用在紧急状况下与相关人员进行联系
2.Once theIn-House pagingsystem isfound to be out of order,the Service Centerstaff shouldinformthe IT staffon dutyandtheDuty Engineerfor immediatecheckingand rectification.假如酒店传呼系统发生故障,客户中心员工应马上通知信息技术部当班员工和工程师值班工程师对故障进行检查并着手解决问题
3.ServiceCenterstaffshouldinformthe Manager onDuty andDepartmentHeads ofthebreakdown.客户中心员工应将故障通知当日值班经理和各部门负责人
4.During thebreakdown period,communication willbe throughhouse phonesandhand phones.在故障发生期间,全部通讯将依靠酒店分机和手机
5.Once thesystem is back inoperation,the ServiceCenterstaffshouldimmediately informtheManager onDuty and DepartmentHeads.当运行正常后,客户中心员工应马上通知当日值班经理和各部门负责人Executive Housekeeper客房部行政管家Manager onDuty行政值班经理Service CentreStaff客户中心员工Outlet Cashiers各站点收银员
2.Supervise andmanually updatethe lastprint-out ofthefollowingcontingencyreports tobe producedfrom thelatest back-up diskbefore thebreakdown:从系统发生故障前最新的备份磁盘上打印出来以下报表,并打算起先手工更新:-Registered GuestsBy Name在店客人报表按名称排序-Registered GuestsBy RoomNumber在店客人报表按房间号码排序-Arrival Report预料抵达客人报表-Departure Report预料离店客人报表-Folios fordeparting guests全部预料离店客人的明细帐Guest Ledger Trial Balance客帐余额报表Room Listsfor allrooms房间列表报表全部房间
3.Update theRegistered Guestsreportsbyobtaining information from the ArrivalReport forguests whohave check-in after the last printout andfromthe Front Desk stafffor the guests whohave checkoutafterthelastprintout.依据预料抵达客人报表中的信息对已登记客人报表中内容进行检查更新,并通过从前台接待处了解的信息,对在报表打印后办理了入店手续的客人以及离店客人的信息进行更新
4.Update the Room List report through telephone communicationwithHousekeeping Departmentand feedbackfromFront Desk staff.通过前台员工的回馈信息,并通过电话与客房部进行沟通,以此来更新居间列表报表
5.Assign oneFront Desk staff toinform concerneddepartments/sections aboutguestscheckout so that nomore chargesto theguest folio.指定一名前台员工将已离店客人的信息通知相关的部门,避开客人办理离店手续后,在其他营业站点的消费被当成在店客人的客帐处理
6.Ensure thathaving checked-out eachguests,the frontdesk staffwill puta“VDremark in the Room List reportand informHousekeeping Departmentto cleanthe room.Whenthe roomis readyfor sale,the Housekeeping Department willreporttoFront Deskwho willchangetheroomstatus to“VR”.The Front Desk staffwill markoff theRoom Listandupdate theRegistered Guestsreports whenevera roomis sold.每当有客人离店时,前台员工须要在房间列表报表上对相应的房间做出VI)(空的须要清洁的房间)”标记,并通知客房部打扫房间当房间清洁完毕,可以出售时,客房部通知前台,并由前台员工将房间列表报表上的相对应房间的状态改成“VR(空的可以出售)”,前台员工在卖出一间房间后,须要刚好在房间列表报表上做出标记并更新在店客人报表
7.Ensure thattheArrivalReport isupdated manuallyat alltimes byinsertingthe roomnumbers nextto thename oftheguestand thisreport istobekept inthe FrontDesk for inputinto the computer systemwhen thesystem isback inoperation.确保预料抵达客人报表随时都在手工更新,更新时要在客人姓名后插入房间号码,这份报表须要一起保存到电脑系统复原运行时,并由前台员工依照报表上的信息输入到电脑系统中
8.Assign oneFrontDesk stafftosort outall theguest checksby floorfor thatday.The guest folio balanceup totheroomcharges forthe precedingday canbe obtainedfromtheGuestLedgerTrialBalance report.All FBcashiers mustfirstly informthe FrontDesk staff andthen forwardthe signedrestaurant schecks tothe FrontDeskstaffas soonaspossible.The FrontDeskstaffwill manuallyadd thecharges forthat day(includingall chargeswhich wereautomatically postedduring normaloperations)tothebalance carriedforwardamount inthe foliosothatit couldbe presentedtotheguest forpayment whentheneed arises.指定一名前台员工挑出全部客人的当天帐单,并按楼层依次排列好;客人帐单上的余额为当天帐单金额加上前一天客人余额报表上的的数额全部餐厅收银员必需在第一时间通知前台员工并将有客人签名的餐厅帐单尽快转达给前台,前台员工手工累加当天全部客人产生的费用(包括在系统正常时自动入帐的费用),帐单最终余额会体现在客人房间帐单上;如当客人付帐时须要核对帐单,便可将这些帐单呈递客人
9.Ensure thatthe FrontDeskstaffkeeps thebalance broughtforward folioandguest checksfor postingtothe computer when thesystemisbackin operations.确保前台员工将客人全部帐单(包括其它部门所转来的帐单)保存完好,并在电脑系统复原正常后输入系统
10.Ensure thatthe FrontDeskstaffpolitely explaintoguestsabout theexistingcomputer problemand informingthegueststhat copies ofthefolio willbe mailedto themimmediatelywhen thecomputer resumesoperations.确保前台员工有礼貌地向客人说明由于电脑系统出现故障给客人带来的不便,并告知客人当电脑系统运行正常后,会在第一时间将客人帐单的复印件通过邮件发送给客人Reservation and Sales Departments预订部和销售部
1.The ReservationandSalesDepartments staffwill takereservations asper normalthroughthe telephone.The staffsare tobe awareoftheblack outdates toavoid overbooking.Input thebookings intothecomputerwhen thesystem resumesoperations.预订部和销售部的员工可以像平常一样通过电话来接受预订预订部员工要留意的是不要超出当天的预订当电脑系统正常后将这些预订信息输入系统
2.Ensure toperform theHolidex updatewhenthesystem resumesoperations.确保在系统复原正常后要更新Holidex中的预订信息
3.All thesame days newreservations includingamendments andcancellations whicharereceived duringthecomputerbreakdown shouldbe forwardedtotheFrontDeskas soonasthey areconfirmed.全部当天在电脑系统发生故障期间所收到的新的预订,包括更改的和取消的,在确认后须要转给前台HousekeepingDepartment客房部
1.Housekeeping staffwill updatemanually theRoomList,which iskept bythem asasource documentduring normaloperations.客房部员工须要手工更新居间列表,这些报表将被保存,并做为电脑系统复原正常后的输入系统的依据
2.Housekeeping staffto reportby telephoneall cleanand vacantroomsto theFrontDeskto updatetheRoomListreportkept bytheFrontDesk.客房部员工通过电话向前台通报全部已清洁房间和空房间,并由前台员工更新手里的房间列表报表
3.Forward allMini BarVoucher andGuest LandryVoucher toFrontDesk.FrontDesk staffwill calculatethe amountandputvouchers intoguestfoliobyguestroomnumber.将全部迷你吧帐单和洗衣单送到前台,前台员工在计算帐单合计后依据房间号将这些帐单放在客人帐夹中Service Centre客户月艮务中心
1.The lastprint-outofthefollowingreports mustbe updatedmanually:以下报表在系统发生故障前最终打印出的必需手工进行更新-Registered Guestsby Name在店客人报表按名称排序-Registered Guestsby RoomNumber在店客人报表按房间号码排序
2.The ServiceCentre staffcan obtaininformationfromboth reportsupdated byFrontDesk.客服中心员工可从前台获得最新的报表和相关的信息
3.Whenever chargeablecalls aremade fromguestrooms,ServiceCenterstaffshould immediatelyprepare theMiscellaneous ChargeVoucher andpass themtotheFrontDesk forupdating theGuest Folio.只要有客人从房间打出应收费电话,客户中心员工应马上填写“杂项收费单”并送交前台,以便更新客人的帐单信息IT Department信息技术部
1.The ITManager andhis assistantsmust reportimmediately tothe Hoteland takecommandofthecomputersystem.信息技术部经理及其助手应马上报告酒店相关部门,并对系统进行检查
2.In theevent thatit isa hardwarebreakdown,theITManager willreport tothevendor andrequest immediatedispatch ofa CustomerEngineer torectify theproblem.假如是因为硬件故障产生的问题,信息技术部经理必需及联系硬件供应商并要求马上派遣客户服务工程师来解决问题
3.In theevent thatit isa softwarebreakdown,IT managershould immediatelycontactsupport engineer,describe theproblem tosupport engineer,request tosolve theproblemthroughtelephoneor remotecontrol.如系统故障是软件故障,信息技术部经理应马上联系系统供应商的技术支持人员,将故障现象精确、具体地告知技术支持工程师,由技术工程师通过电话或远程限制尽快解决问题
4.IT managershould communicationall relativedepartment throughtelephone,report theprocessing toDirector ofFinanceBusiness Suport.If systemrestore,checkall systemsand interfacesto ensuresystem resumesoperations,and informall departmenttostop manuallyprocess.信息技术部经理应通过电话与全部相关部门进行联系,并将进展状况通报财务总监在系统复原后,应检查全部关联的系统和接口,假如一切正常,通知全部部门停止手工操作
5.All ITstaff muststay inthe Hoteluntilthesystemisup andin operationagain.全部信息技术部员工须要留在酒店直到系统复原正常为止
6.All systemsupport contactlist mustbe placedon thevisible position,ITstaff canreporttosupport engineerimmediatelybythis list.全部系统技术支持工程师的联系方式应被置于一个明显的位置,信息技术部员工可通过这个联系单尽快联系到相关的工程师ManageronDutyand Front OfficeDutyManager当日值班经理和前厅部经理Should alwaysbe onstandby atthe frontdesk andlobby and to extendhelp whenevercalledfor.必需留在前台和大堂待命并在接到电话后随时供应帮助Emergency Planfor CreditCard对信用卡的运作的应急支配FrontDeskandFrontDesk shouldhave sufficientstock ofvarious kindsof credit card chargevouchersandcredit card imprinters.Telephone numberlist forthecreditcard centersmust alwaysbekept ineach counter.Arrange sufficient staffto work inthe countersfor manualoperationsin theevent ofa computerbreakdown.Al1cashiers are tobe trained onmanual creditcardsettlement procedures.前台和财务部必需确保各类信用卡的单据和压卡机有足够的库存量,每个收银站点必须要有一份各银行信用卡中心的电话列表在电脑系统发生故障期间必需在每个收银站点支配足够的员工,全部收银员必需受过手工信用卡结帐的培训FrontOffice前台-Imprint creditcardvoucherupon guestcheck-in,客人办理入住手续时压印信用卡单-Call theauthorization centerfor approvalcode andmark itdownon thecreditcardvoucher.打电话到授权中心要到授权号并把它登记信用卡单上-Upon guestcheckout,write downthetotalamount ontothe creditcardvoucher thatis imprintedupon guestcheck-in.客人结帐退房时,把总金额写在客人入住时压印的信用卡单上-Ask forguest signatureand verifythe signatureagainst theonecreditcard.要求客人签字,并与信用卡的签字进行核对-Return thecreditcardandthecustomercopyofthechargevoucher togetherwiththe1st copyoftheguestchecktoguest.将信用卡和卡单的客户联连同客人帐单的第一份复印件一同交还给客人-FrontDeskto sendthe othercopiesofthecreditcard vouchertoFinance forfurther processing.前台将卡单的其他联交给财务部,以进行下一程序的操作Emergency Planfor POSbreakdown餐饮系统故障期间的应急支配Each outletcashier countershouldhavesome pre-printed manualguest checksavailable.Whenthe systembreakdown,FB isto arrangesufficientstafftoworkinthecounter formanualoperation.Outlet supervisorto patroleach outletto assistandtosend guestchecks toFrontDeskforposting.All cashiersaretobetrainedon themanual proceduresforguestchecksettlement includingthe useof calculatorsfor billcomputation.每个站点的收银柜台内必需存有印刷好的客人手工帐单当系统不能正常运用时餐饮部应当支配足够的员工以应付手工运作的须要各站点的主管应当在每个站点进行巡察以供应帮助,并将各站点客人消费的帐单送到前台进行入帐,对全部的收银员必需进行手工结帐工作程序的培训,其中包括如何运用加数器
1.Waiters/Waitress willtake ordersfrom guestsusing manualCaptainOrders.。