酒店预订管理程序手册-SP-RM-RES-A020 End of Shift Procedure (V))下班程序

1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Zhang

2、 LeiDate: 总经理批准：日期：Task: End of Shift ProceduresCode: RM-RES-A020任务：下班程序序号：RM-RES-A020Standard: Reservation Sales associates will complete all his/her daily duties and tasks before the end of each shift. All reservations received during the day and all expected arrivals for the following day should

3、be properly processed in Opera before the shift ends.标准：预订部销售文员有责任在下班前将 所有工作已完成。将当日与以后 抵达的预订输入Opera中。Procedures:1. Check in-tray folder for all uncompleted reservation forms or fax and process them in Opera . 2. All reservations material and paperwork during the day should be properly filed (Refer t

4、o file procedure).3. Ensure all necessary follow-up information with details is logged in the reservation logbook.4. Check and ensure all items on the trace report marked “Actioned” are resolved in the system. If not, enter details in the logbook with comment on any progress made or give detailed de

5、scription about the case. Ensure trace is rolled to the following day and handed over to Shift Leader properly.5. Clean telephone, handset and mouthpiece with disinfectant.6. Log off Opera system.7. Ensure work area is clean and tidy and all loose paper, files and waste are put away or filed properl

6、y before the next shift arrives.8. Check roster for the following day.9. Pass all the next day arrival documents associated with Front Office to their shift leader, like transient booking voucher, fax, group booking file, etc. When distributing the files, explain to the receiving associate the main

7、content of the document, especially for group bookings.10. Return the uniform to the uniform room and obtain a freshly laundered one for the next shift.11. Sign off time sheet; turn off all the power before leaving the office.12. Exit through the associate exit only.程序：1.检查文件夹中是否有未完成的预订传真，输入Opera。2.当天处理的所有文件都应进行存档（参考存程序）3.确定所有需跟踪服务的信息都记载在交班本上。4.检查系统中的跟踪报告是否已解决。在交班本上注明进展程度并作详细解释，待交接给第二天当班同事或主管解决。5.用消毒剂擦拭电话手柄。6.退出Opera系统。7.保持工作场所干净整洁，垃圾在交班前倒掉。8.检查第二天的排班表。9.将所有有关第二天抵达客人的资料送给前台督导，例如：传真，团队/散客预订单付账凭证等等，并作必要解释。10.将制服