国际酒店前厅前台操作程序手册-SOP Rec 43 Computer down-time procedure

1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front Office JOB TITLE职务: Receptionist TASK NO任务编号: 43TASK: Computer down-time procedure (Page 1of 1)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work stati

2、on/PrinterWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么 Call IT and relevant sections.Pint out Open balance report Print out reports Keep contacting with housekeepingUpdate information in computer As soon as any Front desk receptionist find the warning in computer to show there is problem in

3、computer, call IT DEPARTMENT部门 immediately as well as inform Assistant Manager.Print out Open balance report at first no matter computer is down or not.If IT inform to close computer,print out following reports for Front desk, Telephone operator and Guest service center.* Arrival report (FD, B.C.)*

4、Guest in house by alpha report (FD, TEL, CON, B.C.)* Guest in house by room number (FD, TEL, CON, B.C. LM)* Message report (FD, TEL, CON)* Vacant room report. (FD)* Departure report. (FD, GC)Keep contacting with Housekeeping and Telephone operator regarding room check in, check out, room change.Ever

5、y check in/check out room, inform Housekeeping and Telephone operator to shut on or shut off telephone line.Keep update information with relevant sections at any time.As soon as computer is recovered, check in or check out all rooms, which are manual check in or check out during computer down time.

6、Report problem at first time to ensure it is solved at first time and guarantee first time service.Ensure we have Open balance report at any time in case computer is down at any time, we can make check out for guest with Open balance report.Avoid any guest inquiry.Provide our consistent service at every time. Keep communication with relevant sections to ensure our consistent service.Update information in computer immediately.PREPARED BY编写人: APPROVED BY批准DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/D