前台标准运作程序

标准运作程序STANDARDOPERATIONPROCEDURETASKHANDLINGTHEGUESTSCOMPLAINS处理客人的投诉REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么KNOWINFORMATION了解信息HANDLINGTHEGUESTSCOMPLAINS处理客人的投诉THEASSISTANTMANAGERSHOULDWARMLYRECEIVETHEGUESTWHOCOMPLAINSANDLISTENTOTHEGUESTCAREFULLYWHILETALKINGTOTHEGUESTAFTERYOUCLEARTHETRUTHFROMOURSTAFFANDTHEGUEST,HEORSHEWILLHAVETOEXPLAINFIRSTANDAPOLOGIZETOTHEGUESTFORTHEINCONVENIENCE,MAKETHERIGHTJUDGEMENTANDHANDLETHECOMPLAININTIMEWESHOULDTRYOURBESTTOASKFORTHEGUESTSUNDERSTANDINGS热情接待客人，认真倾听客人投诉内容，针对客人投诉内容作以解释及致歉，认真分析投诉事件，调查处理投诉，尽可能多的了解事件详情，正确判断、妥善处理问题，及时将处理情况告诉客人，尽可能得到客人的谅解。BYDEALINGWITHTHEBIGISSUESANDINCIDENTSREPORTEDBYDEPARTMENT,THEASSISTANTMANAGERSHOULDCONTACTWITHTHEHOTELEODINTIMETOTAKEMEASURES,IFSTILLCANTBESETTLEDAMANDEODSHOULDINFORMRMAFTERTHAT,WEHAVETOTELLTHEGUESTTHEMEASURESWETAKEANDTHERESULTSWEFOLLOWUPTOCALMDOWNTHEGUESTTORECTIFYTHEEVENT,TOTAKEDOWNNOTESANDMAKEPREVENTIVEPROPOSALSINORDERTHATWECANIMPROVEOURSERVICEQUALITYANDSTANDARDS由部门报告给大堂经理的重大投诉或事件，大堂经理应该通知当日EOD，如果EOD和大堂经理不能妥善解决，应及时通知驻店经理，将投诉处理结果或采取的措施告诉客人尽可能挽回因投诉事件给客人造成的负面影响，公平、公正地处理问题，客人反映的问题、事件作好分析、处理情况的详细记录，留存事件分析、处理情况的记录，预见性的改进服务质量。DEALWITHINTIMEANDGETUNDERSTANDING处理及时获取谅解STANDARDOPERATIONPROCEDURETASKDAILYCHECKING每日巡查REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么EXAMINEANDDIRECTOR检查督导DAILYCHECKING每日巡查THEASSISTANTMANAGERSHOULDBEFAMILIARWITHHISWORKPROCEDURE,STANDARDSANDREGULATIONSHEORSHEWILLDOTHESERVICEDIRECTING,CHECKINGTHESERVICEEQUIPMENT,FACILITYANDTHESANITATIONANDTAKINGRECORDSABOUTTHEEXISTINGEVENTSTORECTIFYTHEPROBLEMSANDFOLLOWUPTOINCREASETHESERVICESTANDARDS熟悉酒店相关工作程序、标准及规章制度，对服务质量的督查，对卫生清洁及设施、设备的检查，对存在问题作好记录，及时发现工作中存在的问题，并加以督导，从而保持、提升酒店服务水准。KEEPSTANDARD保持水准STANDARDOPERATIONPROCEDURETASKROOMCHECKING查房REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么ROOMCHECKING查房ROOMCHECKING查房TOBEFAMILIARWITHTHEFIVESTARHOTELROOMEQUIPMENTANDSANITATIONSTANDARDSYOUKNOCKTHEDOORFIRSTBEFOREYOUUSETHEKEYTOOPENIT,ANDTHENSTARTCHECKINGEITHERFROMYOURLEFTORRIGHTSOYOUWILLNOTMISSONETHINGTOTAKERECORDSANDTOFOLLOWUPTHEEXITINGMATTERSWITHTHEDEPARTMENTSCONCERNEDTOMAKESURETHATEVERYROOMISWELLEQUIPPEDANDREADYTOSELL熟悉查房标准、五星级酒店客房设施、设备及卫生标准的要求，敲门进入房间，按顺时针或逆时针查房目的是避免遗漏。及时通知相关部门跟进并做好记录，及时跟进房间存在的问题，确保房间质量标准。FINDPROBLEM发现问题STANDARDOPERATIONPROCEDURETASKCOMPENSATION索赔REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么COMPENSATION索赔COMPENSATION索赔TOMAKESURETHATTHECOMPENSATIONRATESOFTHEGOODS,CHECKWITHTHEGUESTSANDCLAIMTHECOMPENSATIONACCORDINGTOTHEHOTELPOLICETHEVIPSCOULDBETREATEDDIFFERENTLYBASEDONTHEBACKGROUNDOFTHEGUESTSYOUSHOULDPAYATTENTIONTOTHEWAYOFSPEAKINGWHILEYOUTALKTOTHEGUESTSTOTAKERECORDSANDHANDOVERTOTHENEXTSHIFT确认被损物品的赔偿价格，与客人核实被损物品情况，向客人索赔。落实赔付情况，酌情对待VIP客人，作好记录、交接，按照酒店规定损坏酒店财物需照价赔偿，但应特别注意说话方式，进行索赔。INSUREHOTELBENEFIT确保酒店利益STANDARDOPERATIONPROCEDURETASKHANDLINGSTEALINGANDLOSSCASES处理失窃、遗失情况REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么CHECK查找REGISTER记录HANDLINGSTEALINGANDLOSSCASES处理失窃、遗失情况TOACKNOWLEDGETHESTEALINGANDTHELOSSTODOFURTHERSEARCHINGIFTHETHINGWASLOSTINTHEHOTEL,THEASSISTANTMANAGERANDTHESECURITYWOULDHELPTHEGUESTTOCALLTHEPSBANDFINDINTHEPUBLICAREASINTHEHOTELTHEASSISTANTMANAGERWOULDHELPTHEGUESTTOFINDTHEPRIVATETHINGANDCONFIRMWITHTHEGUEST确认物品失窃、遗失的情况以便做进一步的查找，物品遗失在店外，酒店可协助到当地派出所报案，在店内公共区域遗失可协助查找，协同酒店安全部做进一步的调查处理，私人物品应由本人自己动手，同时让其再次确认。TOPUTTHEVALUABLESINTHESAFETYDEPOSITSANDTAKERECORDSONTHELOGBOOK做好事件的处理记录。贵重物品应存放酒店前台收银处免费提供的贵重物品保险箱或房内保险箱。PREPAREFORCHECK备查STANDARDOPERATIONPROCEDURETASKNOGASSUPPLY处理酒店停气情况REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么DEALWITH处理NOGASSUPPLY处理酒店停气情况THEASSISTANTMANAGERSHOULDFINDOUTTHEREASONAFTERBEINFORMEDBYTHEENGINEERINGIFITISNOTURGENT,THEASSISTANTMANAGERCANARRANGEITATNIGHTHEORSHESHOULDKNOWHOWLONGITWOULDLASTANDINFORMTHEDEPARTMENTSCONCERNEDTOSENDGUESTLETTERS,MAKESUREWHENTHEGASSUPPLYWILLBEREADYANDTAKERECORDSONTHELOGBOOK在接到工程部通知后，AM应了解停气原因，若不紧急，尽量安排在影响面较小的夜间进行。若为紧急停气，AM应了解停气时间，影响范围及时通知相关部门。并发放客信、确认恢复供气情况，并将此事记录于LOGBOOK上。DECREASEEFFECT尽量减少影响STANDARDOPERATIONPROCEDURETASKDELIVERINGGUESTSARTICLES客人物品转交程序REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么TAKEOVER交接DEALWITHINDIFFERENTCASE不同情况处理DELIVERINGGUESTSARTICLES客人物品转交程序THEHOUSEKEEPINGWOULDRECORDTHEROOMNUMBER,THENAMEOFTHEARTICLEANDKNOWTHEGUESTBACKGROUNDTHEYPUTTHEORDINARIESTOTHESERVICECENTERANDTHEVALUABLESINTHESAFETYDEPOSITKEPTBYTHEASSISTANTMANAGER在接到H/K通知后，记录房号，物品名称，并了解客人情况。非贵重物品交由服务中心，贵重物品交存前台收银贵重物品保险箱（AM）妥善保管。THEASSISTANTMANAGERWOULDCONTACTWITHTHEGUESTTOPICKUPIFTHEGUESTHASNOTCHECKEDOUT,BUTIFTHEGUESTHASLEFTTHEHOTEL,HEORSHEWILLHAVETOCONTACTWITHRECEIVEDUNITORPERSONTOTAKEAWAYBESIDESTHIS,IFTHEGUESTDONOTHAVETHERECEIVINGUNIT,WEWILLCONTACTWITHTHEPERSONWHOMADETHERESERVATIONBYTELEPHONEONTHERESERVATIONORDERANDRETURNTHEGOODSASTHEGUESTREQUESTED做好物品的交接工作，如客人还未离开酒店，应主动与客人取得联系并将物品交还客人；如客人已离店，但有接待单位，应立即与接待取得联系，并请接待单位办理认领手续，将遗留物品转交给客人；如客人没有接待单位，可根据客人入住登记单的地址或预订单的联系电话与客人取得联系，询问其以何种方式将物品交还，并按客人意见办理。TOINFORMTHEHOUSEKEEPINGINTIMEABOUTTHEHANDLINGMEASURESTHEGUESTREQUESTEDANDCHECKTHEPOSTINGANDSTORAGETOTAKERECORDSOFTHEHANDOVERANDTHELONGTIMEKEEPINGARTICLESWITHOUTCLAIMING,TORECORDONTHELOGBOOK及时将客人对遗留物品的处理意见通知H/K，督促做好邮寄、保管工作。做好物品的交接确认记录，定期处理长期无人认领的物品，并将详细情况记录于LOGBOOK上。APPROPRIATEKEEPING妥善保管TAKEOVERINTIME及时转交STANDARDOPERATIONPROCEDURETASKTHEVIPGROUPSCHECKINPROCEDUREVIP团队C/I程序REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么PREPARE准备DOUBLECHECK复查RECEIVE迎接THEVIPGROUPSCHECKINPROCEDUREVIP团队C/I程序THEASSISTANTMANAGERARRANGESTHEROOMAMENITIESFRESHFLOWERS,FRUITS,COOKIESANDOTHERSANDFULFILSTHEREQUESTSONTHEGROUPINSTRUCTION接到接待通知单后，逐一落实接待单上的要求；安排房间AMENITIES的派送（相关房间下发鲜花、水果、曲奇饼等的SETUP单）；TOCHECKTHEVIPROOMSFOURHOURSEARLIERBEFORETHEGROUPARRIVINGTIMEANDPUTTHEWELCOMELETTERSINTHEROOMSPRINTRCLISTANDWELCOMEBOOKLETTOINFORMTHEDEPARTMENTSCONCERNEDINTIMETORECTIFYIFTHEREAREPROBLEMSINTHEROOMSIFTHEPROBLEMSCANNOTBEFIXED,ASKTHERECEPTIONTOCHANGEANOTHERROOMANDTHEHOUSEKEEPINGTOREMOVETHEROOMAMENITIES根据客人抵店时间，提前4小时对房间卫生清洁等进行检查，检查完毕，放置欢迎信；打印RC单、房卡，在查房中如发现问题，及时与相关人员联系，立即维修，如不能在短时间内修复，则应重新安排房间，并协助布置及检查；THEASSISTANTMANAGERANDOTHERDEPARTMENTHEADSWOULDRECEIVETHEGUESTSINTHELOBBY15MINUTESBEFORETHEGROUPARRIVINGIFTHEGROUPDOESNOTHAVEANARRIVINGTIME,THERECEPTIONWILLINFORMTHEASSISTANTMANAGERWHENTHEGROUPARRIVEDFORSOMEIMPORTANTVIPGROUPS,THEASSISTANTMANAGERWOULDCONTACTWITHTHEDEPARTMENTSCONCERNEDABOUTTHEMEMBERSWHORECEIVEDTHEGROUPS,TIMEANDPLACE,ANDINFORMTHEGENERALMANAGERANDTHERESIDENTMANAGER迎接团队抵店，根据团队抵店时间，协同相关人员提前15分钟在大厅迎候，如事先不知客人的抵店时间应告诉前台关注到店后及时通知AM。对于需组织欢迎队伍的重要团队，要事先与有关部门联系，落实迎、送队伍人数、集中的时间及地点，并与相关接待部门CIRCUMSPECT充分EXACTLY无误CONSIDERATE到位STANDARDOPERATIONPROCEDURETASKTHEVIPGROUPSCHECKINPROCEDUREVIP团队C/I程序WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么ACCOMPANY陪同FOLLOW服务跟进保持联系，同时通知总经理或驻店经理到场。WHENTHEGROUPARRIVED,THEASSISTANTMANAGERWOULDGOFORWARDTOTHETOURGUIDE,INTRODUCEHIMSELF,WELCOMETHEGUESTSANDSHOWTHEWAYTOTHEELEVATORSHEORSHECOULDSTAYINTHELOBBYORSENDGUESTSTOTHEROOMSDEPENDONTHEOCCASIONS,TOOFFERASSISTANCEANDCHECKTHELUGGAGEDELIVERING到店后的接待。当团队抵店时，AM迎上前去与团队陪同联系，先自我介绍，并代表酒店总经理向客人表示欢迎，并为客人指引电梯位置，送至楼层可根据实际情况在大厅等候，随时准备提供服务，检查行李运送情况。TOFULFILTHEGROUPITINERARYINTHEHOTELWHICHINCLUDESTHEMORNINGCALLS,BREAKFASTTIMESANDPLACES,ANDTHELUGGAGECOLLECTION,THENTOSENDNOTICETOTHEDEPARTMENTSCONCERNEDTHEASSISTANTMANAGERSHOULDALWAYSKEEPINTOUCHWITHTHEGROUPLEADERTOINQUIRETHEGUESTSREQUESTSANDTOPROVIDETHEOVERALLSERVICE落实团队在店期间的活动。AM应与团队领队保持联系询问客人需求，尽可能提供全方位服务。关注相关行程安排。团队的用餐、叫早及出行李运送时间安排较集中，每日应做好核查确认。WHENTHEGROUPCHECKINGOUT,THEASSISTANTMANAGERWOULDHELPTHEGROUPTOC/O,INQUIRETHETOURGUIDEORTHEGROUPLEADERFORTHEADVICEANDSUGGESTIONS团队离店关注。按照团队行程安排时间，确认叫醒完成情况。关注团队结帐，与领队（陪同）征询客人意见和建议。THEASSISTANTMANAGERINFORMSTHEDEPARTMENTSCONCERNEDTOSEETHEGROUPOFF,ANDTAKERECORDSONTHELOGBOOKAM为客人送行，并对光临表示谢意祝其旅途愉快，并送客人上车，目送客人离店。对于需组织迎送队伍的重要团队，提前通知相关人员到场。接待完成后，将接待情况记入工作日志上。CONSIDERATE服务到位EXACTLY服务准确STANDARDOPERATIONPROCEDURETASKINJURING处理客人受伤REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么DEALWITHINTIME处理及时CONDOLE慰问INJURING处理客人受伤WHENTHEGUESTWASINJURED,THEASSISTANTMANGERSHOULDINFORMTHEHOTELCLINICFIRSTANDTHENGOTOTHEINCIDENTPLACETOKNOWTHESITUATIONANDFINDOUTTHEREASON,ESPECIALLYTHERESPONSIBILITYOFTHEHOTEL了解客人受伤情况。接到客人受伤的消息，应立即赶往出事地点，同时通知酒店医务人员。妥善安置客人；调查原因，详细了解事故原因，特别了解本店是否应承担法律责任。TOINFORMTHEGUESTRELATIVESANDVISITTHEINJUREDGUESTONBEHALFOFTHEHOTELMANAGEMENTTOFINDOUTTHECONDITIONOFINJURYANDASKFORTHEROOMSERVICEIFNECESSARYTOINFORMTHEGENERALMANAGERIFNEEDED通知受伤者的亲属，向受伤客人表示慰问，代表店方探视受伤的客人，了解伤势情况，视需要安排送餐服务，必要时通知总经理。TOPAYATTENTIONTOTHESURVEY,ANDREPORTTOTHEGENERALMANAGERABOUTTHESURVEYRESULTTODECIDEWHETHERTHEHOTELISGOINGTOCOVERTHEMEDICALEXPENSESANDASSUMEFOROTHERRESPONSIBILITYTORECORDONTHELOGBOOK关注调查结果的处理情况。根据调查结果，报请总经理是否由本店支付医药费及承担其他相关责任；将事情经过及处理结果详细记录。KEEPHOTELBENEFIT维护酒店利益MAKEGUESTFEELWARM使客人感受温暖STANDARDOPERATIONPROCEDURETASKDEATH处理客人死亡REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么URGENCYDEALWITH紧急处理DEALWITH善后处理DEATH处理客人死亡WHENTHEGUESTDIEDINTHEHOTEL,THEASSISTANTMANAGERSHOULDKNOWTHEROOMNUMBERANDTHEMEMBERPRESENTTOTAKEDOWNTHETIMEANDGOTOTHEROOMWITHTHEGUESTSINFORMATIONTOINFORMTHEGENERALMANAGER,THERESIDENTMANAGER,THEEXECUTIVEONDUTY,ANDTHESECURITYMANAGER确认房号，接到客人死亡的消息，问清房号及在场相关人员情况。应记录时间带客人的资料单赶往现场，同时通知GM,RM,EOD及安全部经理。TOCALLTHEPSBWITHTHESECURITYANDPROTECTTHELOCALETODOUBLELOCKTHEDOORANDNOVISITATIONTHEASSISTANTMANAGERSHOULDINFORMTHEDECEDENTRELATIVESANDRECEIVINGUNITANDRECEIVETHEDECEDENTRELATIVESTOENSURETHEPATHTODELIVERTHEBODYANDTOUSETHESTAFFELEVATORINPUDDINGTIMETOARRANGETOSANITIZETHEROOMTHOROUGHLYAFTERTHEBODYDELIVERINGANDMANAGETHEFUNERALAFFAIRSWITHTHEDEPARTMENTSCONCERNEDTOTAKERECORDSONTHELOGBOOK协同安全部报警，并保护好现场，将房门双锁，请无关人员回避。通知死者家属和接待单位，参与接待死者家属。确定运送尸体路线，选择适当时机使用员工梯运送。将尸体运走后，组织人员彻底消毒房间。与有关方面一起处理后事，记录事情的详细经过。INTIMEANDINFORMATIONTRANSMIT及时，信息传达INTIMEANDSAFE及时安全STANDARDOPERATIONPROCEDURETASKFIRE火灾处理REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么DEALFLOORFIRE处理楼层火灾DEALWITHKITCHENFIRE处理厨房火灾DEALWITHRESTAURANTFIRE处理餐厅火灾FIRE火灾处理WHENTHEREISAFIREINTHEHOTEL,THEASSISTANTMANAGERSHOULDINFORMTHEEOD,ANDTHEGENERALMANAGERIFTHEFIREOCCURSONTHEGUESTFLOORS,THEASSISTANTMANAGERSHOULDGOTHELOCALEWITHTHEMASTERKEY,PREPAREHIGHLINEPEN,PANDTHEELECTRICTORCH,TAKETHESMOKELESSMASKIMMEDIATELY,PRINTGUESTNAMELIST,ALSOACTASTHEFIRECONTROLINCHARGEPERSONOFRESCUEGROUPACCORDINGTOHOTELFIREPOLICY接到火情报告后，应立即通知EOD，总经理，若火情发生在楼层，应携带主持卡，准备好荧光笔、手电筒、防烟面具，打印住客名单，并担负起安全防护救护组负责人的责任，根据灭火和应急疏散预案进行疏散及救援工作。IFTHEFIREOCCURSINTHEKITCHEN,THEASSISTANTMANAGERSHOULDATONCEINFORMTHEENGINEERINGDEPARTMENTTOTURNOFFTHEGASANDPOWERTOPREVENTTHEFIRETOASSISTTHESECTOHELPTHEPEOPLEWITHTHEEVACUATIONANDRESCUINGTOGUIDETHEPEOPLETOUSETHEFIREESCAPEANDCOOPERATEWITHTHEDEPARTMENTSCONCERNEDTOINVESTIGATE,ANDTOCOMFORTTHEGUESTS若火情发生在厨房，应通知工程部立即关闭所有煤气阀门，关掉所有电源，以免火势扩散，协助人员疏散及救援工作，注意行走安全出口，配合相关部门作好调查及客人的慰问，体现良好的服务。IFTHEFIREOCCURSINTHERESTAURANTORHEALTHANDRECREATIONPALACE,THEASSISTANTMANAGERSHOULDGOTOTHEREATONCE,TOKNOWTHEFIRECONDITON,HELPTHESECTIONHEADWITHEVACUATIONANDSUCCORWORK若火情发生在餐厅或康乐宫，应立即赶到现场，了解火情，根据火势大小，协助火情岗点负责人的疏散救援工作。INTIME及时STANDARDOPERATIONPROCEDURETASKSETTLINGTHEACCOUNTS处理帐目纠纷REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/HOWTODOIT/PROCEDUREWHYPURPOSE做什么/目的怎样做/程序为什么SETTLINGTHEACCOUNTS处理帐目纠纷TOCHECKTHEACCOUNTSTOMAKESURETHATTHEACCOUNTSARECORRECTANDTHEGUESTSETTLEDTHEBILLSTHEASSISTANTMANAGERSHOULDPROTECTTHEHOTELPROFITS,ANDIFTHEREAREANYSKIPPERS,THEASSISTANTMANAGERCOULDSENDTHESESKIPPERSTOTHEPSBFORTHEREGULARGUESTS,THEASSISTANTMANAGERCOULDDECIDEBASEDONTHESITUATIONS,ANDTAKERECORDSONTHELOGBOOK确认核对帐单金额，确保帐单的准确性，请客人付清帐款方可离店，确保酒店收入不受损失，无钱付款或抵押时送公安部门处理，一些常客应视情况而定，做好工作记录。STANDARDOPERATIONPROCEDURETASKLATECHECKOUTS处理客人逾期退房REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么LATECHECKOUTS逾期退房处理LATECHECKOUTS处理客人逾期退房TOCONFIRMWITHTHELATECHECKOUTSABOUTTHEROOMNUMBERSANDTHEREASONS,THEASSISTANTMANAGERCOULDEXTENDTHEC/OHOURSBASEDONTHEGUESTSREQUESTSORWHETHERAHALFDAYRATEORAFULLDAYRATEWOULDCHARGEDTOSENDTHELATEC/OORDERSTOTHERECEPTIONANDINFORMOTHEROUTLETSABOUTTHISASTHEHOTELPOLICYFORLATEC/OS,THEASSISTANTMANAGERHASTHERIGHTTOGIVEATMOST6HOURSFREEFORTHEVIPSAFTERTHEC/OTIME,HOWEVER,TOEXTENDTHEC/OHOURSSHOULDDEPENDONTHEHOTELOCCUPANCYTHEASSISTANTMANGERSHOULDDOMINATETHEC/OTIMESTRICTLYDURINGTHEPEAKSEASON,THEVIPSAREEXCEPTIONS确认延时退房住客房号及原因，视情况给予安排延迟退房时间及加收费用情况，若签免延迟退房费用应以书面形式签写LATEC/O单交前台，通知相关岗点知晓。最大限度提高客房使用率，增加客房销售收入，原则上免费延迟退房不得超过6小时（仅限VIP客人），延迟退房应视酒店房况而定，若在旺季则应尽量控制延迟时间及加收费用，VIP酌情处理。ADVANTAGEFORGUESTANDKEEPHOTELBENEFIT为客人提供便利，维护酒店收入STANDARDOPERATIONPROCEDURETASKHANDLINGTHEGUESTSCOMPLAINTS关于客人投诉REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/HOWTODOIT/PROCEDUREWHYPURPOSE做什么/目的怎样做/程序为什么HANDLINGCOMPLAINTS处理投诉HANDLINGTHEGUESTSCOMPLAINTS关于客人投诉TOAPOLOGIZEFORTHECOMPLAINTSTOTHEGUESTSANDFINDOUTTHEREASONSINTIMEIFTHEGUESTCOMPLAINEDTHATITWASTOONOISYBECAUSESOMEGUESTSWEREPLAYINGMAHJONGG,THEASSISTANTMANAGERSHOULDPREVENTTHEGUESTSPLAYINGMAHJONGGANDEXPLAINTOTHEGUESTSPATIENTLYTHATTHISISNOTPERMITTEDINTHEHOTELIFTHEGUESTSWHOPLAYEDTHEMAHJONGGWERENOTSATISFIED,THEASSISTANTMANAGERCOULDASKTHEROOMSERVICETOSENDAFRUITBASKETTOTHEM询问投诉的具体情况向客人表示歉意，及时查明原因。如客人投诉有客人打麻将太吵，应确定噪音来源，准确了解噪音情况，提醒噪声源住客给予配合，若需大麻将，可到酒店专设的棋牌室，房间不允许打，麻将对此类投诉AM应认真作好协调解释工作，尽可能缓解客人怨气及对酒店的不满，必要时可派送果蓝以表歉意SETTLEPROBLEM解决问题STANDARDOPERATIONPROCEDURETASKVIPFITCHECKSINPROCEDUREVIP散客入住程序REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么PREPARE准备VIPFITCHECKSINPROCEDUREVIP散客入住程序TOUNDERSTANDTHEGUESTSBACKGROUNDANDDOTHEPREPARATIONFORTHEGUESTSARRIVINGPRINTGUESTSRCANDWELCOMEBOOKLETTOUSETHE“SUPERBLOCK”TOBLOCKROOMANDMAKESURETHEROOMWEGIVESATISFIESTOTHEGUESTNEEDANDSENDTHESETUPORDERSTOTHEDEPARTMENTSCONCERNEDTOCHECKTHEROOMANDTHEAMENITIESSENDINGTWOHOURSBEFORETHEARRIVINGOFTHEGUESTTOTAKESOMEMEASURESIFTHEROOMHASANYPROBLEMS,ANDIFTHEPROBLEMSCANNOTBEFIXED,THEASSISTANTMANAGERWILLINFORMTHERECEPTIONTOCHANGEANOTHERROOMANDASKTHEHOUSEKEEPINGTOREMOVETHEROOMAMENITIESTHEASSISTANTMANAGERHASTOBEASSUREDTHATEVERYTHINGISPREPAREDBEFORETHEVIPGUESTARRIVESTOBEWARMLYTORECEIVETHEGUESTATTHEHOTELGATE,LEADTHEVIPGUESTTOTHEROOM,INTRODUCETHEROOMFACILITIESANDHEALTH每一班次的大堂经理必须核实一次TESA及FIDELIO中的房态核差，保证两系统中房态一致；AMSMUSTBEUPDATEROOMSTATUSOF“OOO”INTESAEVERYDUTY每一班次的大堂经理必须更新TESA系统中的“OOO”房房态；AMSMUSTBESUPERVISECASHIERTOERASEC/OKEYSANDCHECKOUTROOMSFROMTESASYSTEM大堂经理必须督导收银员将离店客人房号从TESA系统中CHECKOUT，并及时将钥匙取消；AMSMUSTCONTROLMASTERCARDSENCODINGANDPROVISIONMUSTBERECORDTHEDETAILSINAMRECORDBOOK大堂经理必须严格控制好万能钥匙制作及发放，并须在记录本上做好记录；AMSMUSTCHECKTIMEOFTESASYSTEM,ANDASSURETHETIMEISCORRECTALLTHETIME大堂经理必须检查TESA系统中的时间，以确保时间准确无误；AMSARERESPONSIBLEFORGIVINGANEWTESAAUDITORPASSWORDAFTERTHEAUDITORPASSAMSTEST当新员工通过大堂经理的测试合格后，大堂经理方可给其新的TESA系统密码；AMSARERESPONSIBLEFORERASINGOLDAUDITORSPASSWORDWHOHADQUITALREADY当员工辞职后，大堂经理有责任取消其的TESA系统密码；AMSARERESPONSIBLEFORCHECKINGAMSGGMK,UPDATINGGGMKANDASSURETHEGGMKISAVAILABLEALLTHETIME大堂经理有责任检查大堂经理的万能钥匙，更新万能钥匙并保证万能钥匙随时有效；AMSARERESPONSIBLEFORUPDATEGUESTROOMSLOCKSONETIME。STANDARDOPERATIONPROCEDURETASKTESAWORKPROCEDURETESA系统工作程序WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么FORTHREEMONTHJANAPRJULSEPNOV大堂经理有责任三个月更新一次客人的房锁（一月、四月、七月、九月、十一月）；AMSARERESPONSIBLEFORTESTPROGRAMMINGCARDSANDSPARECARDSONETIMETHREEMONTHSANDMUSTTOASSURETHEYAREALLAVAILABLEALLTHETIME大堂经理有责任三个月检测一次编辑卡及备用钥匙，以确保他们随时有效。STANDARDOPERATIONPROCEDURETASKOUTSIDEFOODVENDORCONTROLPROCEDURE杜绝和控制送外卖REFERENCEDEPTROOMSDIVISIONASSISTANTMANAGER部门房务部大堂经理SOPNOASSISTANTMANAGERSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么REFUSEFOODVENDOR谢绝外卖OUTSIDEFOODVENDORCONTROLPROCEDURE杜绝和控制送外卖WEREFUSEALLTHEREQUESTSFORSENDINGFOODANDBEVERAGETOHOTELGUESTSANDOFFICEGUESTSFROMOUTSIDEVENDORS,SUCHASSNACKSKFC,BEEFNOODLES,INSTANTNOODLESETCWHICHCANBUYFROMFASTFOODRESTAURANTS酒店谢绝一切外来给住店和写字间客人所送食品及其它用品的现象，如方便面、零食等在超市购买的物品。PUBLICRELATIONOFFICETODRAFTOUTGUESTLETTER,ANDINFORMHOTELOFFICEGUESTSABOUTOURHOTELPOLICY与酒店公关部联系，由公关部起草客信，将酒店的此项规定事先告知写字间的客人，取得他们的理解。IFCOOKEDFOODDELIVERYISDISCOVEREDBYGUARDORBELLBOYSATHOTELPREMISESORLOBBY,THEGUARDORBELLBOYSSHOULDSTOPTHEDELIVERYANDINFORMTHEMTOGOBACKREPORTTHEINCIDENTTOASSISTANTMANAGERASSISTANTMANAGERWILLCONTACTANDINFORMGUESTABOUTHOTELREGULATIONONFOODDELIVERYFROMOUTSIDEIFGUESTWANTTOHAVEIT,HE/SHESHOULDGOBUYITHIMSELF/HERSELFFROMOUTSIDE正门或大厅警卫、礼宾员如发现有送外卖的现象，应立即上前婉言劝阻，让其拿回，并通报AM，由AM联系客人，告知酒店不允许送外卖的规定，如客人需要，应自行出去购买。INSURESAFE保证酒店安全STANDARDOPERATIONPROCEDURETASKSAFEBOX开设保险REFERENCEDEPTROOMSDIVISIONAM部门房务部大堂经理SOPNOAMSOP003标准运作程序号大堂经理标准运作程序003DATEFEBRUARY10,2006日期2006年2月10日WHATTODO/PURPOSE做什么/目的HOWTODOIT/PROCEDURE怎样做/程序WHY为什么OPENSAFEBOXPROCEDURE开设保险箱的程序SAFEBOX