国际酒店前厅前台操作程序 FO-062 Room Amenities Management

1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Room Amenities Management Effective Date:01 June 2006Applicable :Reservations, Front Office, Commissary Kitchen, Room Service, Housekeeping and Cost AuditForms to use:Amenity Request Form and Amenity ReportR

2、efers to :NilPurposeThe purpose of this policy is to ensure that appropriate amenities are assigned to the arrival or in-house guests and are delivered to the rooms in a timely manner and in accordance to the standards of presentation and hygiene.PolicyIt is the policy of the hotel to provide approp

3、riate amenities to arriving guests according to their VIP status. Room Service is to set up the rooms with amenities from the reports submitted by Front Office at 10:00 hrs and 15:00 hrs respectively.ProceduresReservations1. All amenity codes for the on day arriving guests must be entered immediatel

4、y into “Opera” prior to the guests arrival.2. All amenity codes for future dates arrivals must be entered during daily check. Front Office1. The morning shift Team Leader and Assistant Manager are to double-check all the amenity codes on the Arrivals List to ensure they are correctly entered. 2. At

5、09:30 hrs, the Team Leader to print the following reports: 2 x RA08 (Same Day Arrival Report) 1 x GA14 (VIP 1 & 2 only for daily replenishment) 1 x GA44 (Next Day Amenity Report) 1 x GH16 (Trace for Room Service RMS) 1 x GA46 (Accounts Report) 1 x GI04 (Room Status Report)3. GA.46 amenity report wit

6、h rate and indicate on the report which amenities are to be charged to the respective departments who made the reservations. Pass the report to the Assistant Manager for approval and file for Cost Audit collection.4. Every Wednesday and Saturday, at 09:30 hrs, print an additional GA10-Long Stay Gues

7、t Report for Room Service for amenities replenishment.5. Every Friday, at 09:00 hrs, to print an additional GA 44 for SAT, SUN and MON for stock requisition.6. The report must be delivered to the Room Service Department at 10:00 hrs daily.7. At 15:00 hrs, Front Desk will send the second report to Ro

8、om Service which includes Arrival List and Room Status Report.8. Front Desk will update and write down the room numbers onto the 2nd RA08. These are the room numbers that have been either checked in or blocked for arrivals after 12:00 hrs.9. The Team Leader will calculate an estimate number of rooms

9、 unblocked. 10. The Team Leader will then check from the “Opera” system to identify the vacant room numbers remain unblocked. These room numbers are written on an Internal Movement Form (IMF) separately. The Team Leader is to photocopy and attached to the arrival report for delivery at 15:30 hrs.11.

10、 This report is to be sent to Room Service for the continuation of the amenities delivery.12. All walk-ins must be informed to Team Leader to call for amenities set up. The room numbers are also added to the IMF if it was not there in the first place.13. All rooms must be blocked when occupancy fall

11、s 50% and below, i.e. during low occupancy.14. When occupancy reaches 90% and above, morning report remains the same. A copy of the Departure Report - GD 10 is given to Room Service by the Night Manager. This report is printed in order for Room Service to place all vacant rooms amenities set up. 15.

12、 It is the responsibility of the Room Service staff to set the amenities in the guestrooms prior to the guests arrival.16. Room Blocking Criteria is as follows:- Pre Blocks for Next Day- Early Arrivals before 10:00 hrs- VIPs 1-3 - Executive Office Bookings- Event Organisers- Site Inspections- Non-Sm

13、oking Request- Special Set Up- All Limo PickupEarly Arrivals1. The Night Assistant Manager is to print an Arrival List and identify on the report any early arrivals (0600 1200hr) and arrivals with no arrival time for the following day with the proper rooms assigned, unless no vacant clean rooms are

14、available the night before.2. All early arrival requests between 06:00 hrs. 12:00 hrs will be set with fruits only by the overnight Room Service staff. All other food amenities will be set thereafter either in the early morning for special VIP or after guest arrivals due to food hygiene. Arrivals af

15、ter 12:00 hrs will be delivered by Room Service in the afternoon to ensure freshness.3. The rooms must be pre-blocked by 02:00 hrs and informed to Room Service/Cafe team. 4. Once the amenities are delivered to the guestrooms, Room Service will indicate on the report that the items are delivered and

16、then send to Cost Audit for cost charging. No-shows 1. All rooms are checked in the morning by Housekeeping attendants. As such, it is the responsibility of the Housekeeping Attendant to remove the amenities from rooms that guests did not check in the previous night.2. All food amenities, i.e. fruit

17、s / chocolates / pastries should be discarded.3. All un-opened wines / champagnes should be immediately sent down to the Housekeeping office.4. For chocolates in boxes, the chocolates are to be discarded. The silk boxes to be returned to Housekeeping office. On every Wednesday and Sunday, raise an i

18、nventory movement form for the boxes and return together back to the Room Service.5. For wine and champagnge, Housekeeping to keep the stock and raise an Inventory Movement Form on every Wednesday and Sunday. Together with the form, return all un-used bottles to Room Service.6. Front Office Assistan

19、t Manager is to monitor the VIP no shows to ensure amenities are not cross charged to Rooms.7. All cutleries, glassware are to be left at the pantry for Room Service retrieval. Fruit knives and forks to be lightly rinsed to prevent attraction to rodents.On-day / Last-Minute / Special Requests1. The

20、Room Amenity Request Form must be used for all requests individually requested by Department or Division heads to hotel guests. These items will be cross-charged to the division accordingly.2. For very special VIPs, the stipulated amenities in Opera might not be appropriate. As such, the FOM or DOR

21、will consult the Chef and raise a Room Amenity Request Form to order a specialty amenity for the specific VIP.3. On very special occasion and with valid reason, pre-packed items from the Patisserie may be used as a room amenity. This must be approved by the DOR or FOM. An Inventory Movement Form mus

22、t be raised and properly authorized for Assistant Manager to collect from Patisserie and set up the said item in the room. 4. For any items not specified in the Amenity Report, the request person should then key in the amenity code “OTH”. “OTH” should then be specified via a Trace to ensure that a p

23、roper Amenity form or Inventory Movement Form is prepared by Front Office.Last minute cancellation and room changesShould an arrival be expected within one hour and the amenity need to be removed or replaced, the Front Office staff must cut a key and immediately remove or replace the amenity to ensure that guest is not kept waiting. RetrievalHousekeeping will check and retrieve and discard all uneaten fruits on the third day from the guests arrival date.ReplenishmentThere is no replen