酒店餐饮部服务员操作培训 餐饮部快速服务程序FO-ES-018-叫醒服务Wake Up Calls

1、酒店管理手册餐饮部快速服务程序酒店管理之家酒店餐饮酒店管理之家FOOD & Beverage餐饮部标准操作程序Policy & Procedure酒店管理之家国际酒店管理手册餐饮总监全面负责餐饮部的总体行政管理和运营，直接对总经理负责，负责制定餐饮部长期、短期的年度和月度计划，执行质量标准，组织、督促完成各项任务和经营指标，保证员工工作表现良好，确保客人对我们的服务感到满意；并对月度、年度经营情况作分析并报总经理。负责分析餐饮市场，制定餐饮促销计划和长、短期经营预算，主持建立并完善各项规章制度、服务程序及标准，并指挥实施；根据饭店客源状况和市场变化，与市场销售总监及行政总厨（厨师长）共同制订全

2、年及各月、各季食品节、食品周活动计划及推销计划；并严格检查、督导下属各分部日常经营、管理工作。定期深入各部门听取汇报并检查工作情况，宏观控制餐饮部收支状况，监督采购及盘点，进行有效的成本控制。餐饮部经理岗位职责：全面负责餐饮部的食品饮料生产和服务的计划、组织和管理工作，保证日常业务正常地开展；与主厨师长一起进行菜单的筹划和确定菜肴的价格，不断推出新的菜肴品种；研究餐饮市场的动态和顾客的需求，有针对性地开发和改善餐饮产品服务；指挥主厨师长对厨房生产作好周密的计划，组织厨房生产，提高菜肴质量、减少生产中的浪费；督导餐厅、酒吧和厅面经理组织好餐饮的服务工作，提高餐饮服务质量；加强对膳务管理的领导，做

3、好保障餐饮生产、服务的后勤工作。每周与厨师长、采购员一起巡视市场，检查库存物资，了解存货和市场行情，对餐饮物资和设备的采购、验收和贮存进行严格的控制；全面负责餐饮成本和费用的控制。每周召开餐饮成本分析会，审查菜肴和酒水的成本情况；计划和组织餐饮的推销活动，扩大餐饮销售渠道，增加餐饮收入；都督餐饮区的环境卫生管理，餐具和食品卫生管理和安全防火管理工作。10）全面负责餐饮部人员的劳动组织和安排，对本部门职工的工作表现进行评估，监督部门培训计划的执行，实施有效的激励手段。STANDARD OPERATING PROCEDURES标准操作程序Subject: Wake Up Call Effectiv

4、e Date: Policy No: FO-ES-018Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjectives目标To provide on time and warm wake up call service to all in house guest.为所有的住店客人提供准时的叫醒服务。Policy Statement政策阐述It is the policy of the hotel

5、 to provide on time and warm wake up call service to all in house guests.这是酒店为所有住店客人提供准时的叫醒服务的政策。Procedures - Taking Wake Up Call Request程序要求叫醒服务When a guest request a wake up call, record down the following onto the Wake Up Call Record Report:客人要求叫醒服务时，记录下如下要求：a) Guest Name客人名字b) Room Number房间号码c)

6、Wake Up Call Time叫醒的时间d) Offer for second wake up calle) Offering additional assistanceRepeat the information to assure accuracy:重复信息以确定其准确性 Mr. Lee, Your room number is xxxx and you requested wake up at 08.00 PM and 8.05 PM for the second wake up call. Is there anything else that I can do for you,

7、Mr Lee ?Guest name should be checked with the computer system to ensure that the correct room number has been recorded.客人名字应该在计算机系统中被检查以确保正确的房间号码记录。If there is any discrepancy, call the guest immediately to clarify.如果有任何差异，联系客人以立即得到澄清。If the guest request wake up call for a number of days, record th

8、e information to the daily Wake Up Call Record Report respectively and write the information in the logbook如果客人数日的叫醒服务，每天分别记录相关信息并在日志本上记录。Procedures - Wake Up Call程序叫醒电话The Express Services has to review the Wake Up Call Record Report and Group Rooming list, to program the wake up call requests into

9、 the PABX Automatic Wake Up Call System.电话接线员检查叫醒记录报告和团队房间表，以在自动交换机上制定自动叫醒程序。The Express Services on night shift checks all programmed requests by referring to the Wake Up Call Record Report and Group Rooming List.夜班接线员根据相关的叫醒激烈路报告和团队房间表，检查所有指定的程序At the PABX system, the activity report of Wake Up Ca

10、ll service is printed continuously, the Express Service Agent constantly reviews the report to check that the wake up call service is answered.在自动交换机上，叫醒服务的报告不断的被打印出来，电话接线员不断检查报告以便落实叫醒服务被回答。Procedures - Unanswered Wake Up Call程序未被回答的叫醒电话The PABX system will generate a call to the Express Services th

11、rough the Automatic Wake up Call Service System if there is any unanswered wake up call; the telephone operator has to take immediate action to follow up.如果有任何没有被回答上的叫醒服务自动交换机通过自动交换服务系统将产生一个电话给接线员，接线员将立刻采取行动。Inform the Hotel Assistant Manager to double check to the guest room avoid any incident happen.HAM should report back to Express Services for physical checking to the guest room.Record the outcome onto the Wake Up Call Report for reference.在叫醒报告上做记录以备参考。The Wake Up Call Report is filed for reference for a 3 months period.归档近3个月的叫醒报告。Records记录Wake up