国际星级酒店前厅部前台接待岗位技能培训标准RM-FO-GS-23-02 Down time handle and down time report 电脑系统故障的应对方案

1、 PAGE 4LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM-FO-GS-23-02Effective Date:Division:RoomsRevised Date:Section:Front OfficePrepared by : Approved by:_SUBJECT:Down Time Handle and Down Time Report 电脑系统故障的应对方案_OBJECTIVE目的：Ensure front office ambassador be able to continue to operate with a minimum

2、 inconvenience to guests.如前台电脑系统故障或维修应尽量减少给客人造成的不便POLICY政策：Standard:In case of a computer failure or planned computer down time, the Front Desk must be able to continue to operate with a minimum inconvenience to guests.如前台电脑系统故障或维修应尽量减少给客人造成的不便。前台接待必须能够继续按前台手工操作程序正常工作。PROCEDURES 程序： Reception前台: Nec

3、essary system back-up must be run every four (4) hours: 06:00, 10:00, 14:00, 18:00, 22:00 hrs to ensure that a minimal impact is experienced to normal operations in case of system failure.1 每隔四小时(06:00, 10:00, 14:00,18:00,22:00点)在电脑系统中做一次资料备份以便电脑出现问题时使用。The Front Office Manager, Guest Service Manage

4、r and Shift leader on duty will coordinate the activity of the department during the computer down period and ensure that all activities are running smoothly and all information is updated properly.在电脑系统故障时，前厅部经理，宾客服务经理和当班主管负责协调前厅部顺利开展工作，并保证所有信息及时更新。The manual operation will continue even after the

5、system is back up and running, until such time when all updating, check-ins, postings etc. experienced during down time is entered and the system is “up to date” again.3 即使电脑系统恢复还必须进行一段时间的手工操作，直到将电脑系统故障期间的所有信息输入电脑更新完毕为止。4 Where possible, guests will not experience any inconvenience during this time.

6、 If the situation will continue to include normal checkout time, a note must be sent to the guests beforehand, guests using credit card check out, advise them to use an express checkout.4为了避免在电脑系统故障时给客人带来不便，如果电脑系统故障可能影响到客人结账，要事先通知客人，建议用信用卡结账的客人使用快速结账服务。5 Print reports before a planned system down1 x

7、 arrival report1 x foreign currency exchange1 x departing guest folios1 x guest ledger summary3 x in house guest by room (for Front Desk, Concierge and GSC)3 x in house guest alpha (for Front Desk, Concierge and GSC)3 x message report (for Front Desk, Concierge and GSC)2 x room availability (for Fro

8、nt Desk and Housekeeping)2 x room status report (for Front Desk and Housekeeping)2 x departures report (for Front Desk and Housekeeping)2 x blocked rooms report (for Front Desk and Housekeeping)1 x group arrivals report系统故障前打印的报表如下：一份预抵客人报表一份外币兑换率报表一份离店客人账目报表客人账目报表三份住店客人报表(给前台，礼宾部和宾客服务中心)三份按照客人姓氏打印的

9、报表(给前台，礼宾部和宾客服务中心) 三份留言报表(给前台，礼宾部和宾客服务中心)两份可卖房报表(给前台和管家部)两份房态报表(给前台和管家部)两份离店客人报表(给前台和管家部)两份预留房间报表(给前台和管家部)一份团队预抵报表These reports are kept in the “system down” file. Previous reports must be thrown away when replaced with new ones. Most up-to-date reports will be issued to Front Desk, Concierge, GSC a

10、nd Housekeeping when a system down situation occurs6以上报表必须放在指定的位置。打印好新报表后要将过期报表处理。在电脑系统故障时，最新报表要发给前台，宾客服务中心，礼宾部和管家部。7 If a “system down” suddenly happened, inform I.T department immediately and use the previous night audit report. 7如与未经通知而突然发生系统故障，立即通知电脑部。使用前一天的夜审报告，继续为客人提供服务。8 When guests arrive, r

11、egister as normal, select a vacant inspected room from sheet and cross it out, note guests name in pencil, write room number on registration card note on the arrival report that the guest has checked in.Inform GSC of arrival, an open line will be provided for the guest.Inform the Executive Club GSA

12、on duty of guest arrival, if a Executive Club guest arrives.Place completed registration cards in a pre-determined tray, so updating can be done once the system is back.8 当客人抵店时，按照正常程序登记，在可卖房报表圈出已检查空房给客人。用铅笔在登记卡注明登记客人姓名，房间号码。最后在预抵客人报表注明“客人已到”。通知宾客服务中心客人已经入住，为客人开电话外线。如果客人住在行政楼层，要通知行政楼层宾客服务员。将客人登记卡放入事

13、先准备好的文件架内，以便电脑系统恢复时集中输入电脑。When guests depart, issue the most up to date folio from departing guest folios.Manually add any charges not listed.Process payment manually and write amount received on folio report and Payment type.Advise guest that final copy will be mailed the same day.Attach all back u

14、p to folio and place in pre-determined tray for updating later.Note that room is now “Vacant Dirty”.Advise GSC and Housekeeping. 当有客人离店时，查阅最新离店客人账目报表。手工加入客人未入账目。按照付账方式手工收取费用，并在报表注明实际收费金额和实际付账方式。通知客人酒店当天会邮寄账单给客人。将账单放入指定的文件架，以便集中输入电脑。在房态报表注明房间“待清洁空房”。通知宾客服务中心和管家部客人已经离店。Outlets to be advised to deliver all dockets to the Front Desk until the system are operating again. These are then placed in the relevant room ledger file along with the r