国际酒店前厅管理手册Front Office Reception-RM-FO-GS-06-03 Out of order

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-06-03Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Out of Order 坏房_OBJECTIVE目的：Have an accuracy identify about the out of order, take it seriously.正确认识坏房POLICY政策：In order to maximi

3、ze room revenue, out-of-order Rooms办公室 will be kept at a minimum and under strict control at all times.为了增加客房收入，酒店会严格控制坏房的数量PROCEDURES 程序： 1. Only the f Executive Housekeeper will have the authority to designate a room to “out of order“ status:只有行政管家有权限将房间指定为坏房2. During peak occupancy periods, Rooms

4、办公室 will be put out of order for emergency reasons only. These emergencies are to be corrected and Rooms办公室 restored to order as soon as possible to avoid loss of revenue.旺季时期，只有情况非常紧急的情况下才将房间定为坏房。3. Such conditions as the following could qualify for placing Rooms办公室 out of order:以下几种情况发生时房间需放为坏房：-

5、Renovation (room/bath). 重新装修- Carpet laying 无地毯- Electrical failure or repair 线路问题- Plumbing repair 管道维修- Fault on smoke detector or sprinkler head 消防设备故障- Fire/smoke damage 因火/烟损坏- Water damage 水造成的损坏- Lock out of order 门锁故障- Broken window 窗户破裂- Major guest damage 客人造成房间损坏4. For guest-room repairs

6、of a non-emergency nature a plan will be established in coordination with occupancy forecasts, project schedules etc, to avoid loss of revenue and to avoid out-of-order Rooms办公室 being required for occupancy.客房的维修，要提前计划，避免因坏房影响酒店可买房。5. The Housekeeping Department only will strip and prepare Rooms办公室

7、for renovations. This will ensure that all furnishings are properly handled; linen and guest supplies are not abused and wasted. Engineering associate, contractors or project personnel will not have access to project Rooms办公室 until notified by the Executive Housekeeper.只有客房部有权限通知安排坏房的维修，以避免房间家具受损，客用

8、消耗品的流失，工程部及承包商只有获得管家部同意方可进入房间进行维修。6. Out of order Rooms办公室 will be entered in the Property Management System by Housekeeping, and the following information is mandatory in the system:坏房由客房部在电脑中进行设置，以下信息必须输入：- Date out of order 坏房日期- Expected date back in order 预计恢复日期- Reason for out of order 原因7. Be

9、fore a room is designated “out-of-order, the Executive Housekeeper will inspect the room. The Front Office前厅部 Manage must always consult the Executive Housekeeper before putting a room out of order.房间设置为坏房前，行政管家必须亲自检查房间。8. When work is completed in an “out-of-order” room or conditions have been corr

10、ected, the Department Head responsible for completion of work will notify the Executive Housekeeper. The Executive Housekeeper will ensure the work has been satisfactorily completed, that the room is in an acceptable condition, clean and ready for sale before changing the status in the system.坏房的维护完

11、成后，必须通知行政管家，行政管家检查并确保维护后的坏房达到可买房的标准之后在系统中恢复房间。9. Only the Executive Housekeeper and Assistant Executive Housekeeper are authorized to release a room from an “out of 只有行政管家，副行政管家有权将坏房恢复为可买房。10. It is the responsibility of the Executive Housekeeper to maintain close control of all out of order Rooms办公

12、室 on a daily basis, and communicate with the Chief Engineer any concerns in the progress of repairing and returning out-of-order Rooms办公室.行政管家必须每天控制坏房的维修，和总工程师沟通，确保坏房不影响酒店的营业。11. It is also the responsibility of the Front Office前厅部 Manager to follow up out-of-order Rooms办公室 are released on the specified completion date and during periods of high occupancy.旺季时期，前厅部经理有责任督促行政管家在规定日期内，释放坏房，最大化酒店可买房总数。12. The Chief Engineer and Executive Housekeeper will maintain proper systems in their respective departments for the purpose of keeping the status of out of order Rooms办公室 t