内容说明分析sq

1、STAGE阶段RISKYSIS风险分析PREVENTIVE MEASURES预防措施PROCEDURE程序RECORDReservation预订No reservation无预订Customers arrival顾客抵达Morning Time上午时间Cannot find reservation找不到预订Overbooking超额预订Customers request on a specific aspect of the reservation has not been takeno account未能考虑到顾客某个特定方面的预订要求The hois fully booked酒店客房订满T

2、he room is not ready客房没有准备好Hygiene problem卫生问题Technical problem技术问题Record reservations.预订。File fax andreservations.归档传真和电子邮件预订。 Update message book and instruction log.更新留言簿和说明日志。 Book-oustomer and provide preventive information.登记顾客离开时间，并提供预防信息。Record any specific aspects of reservations:预订的任何具体方面：

3、verify records/核对verify room allotment schedule/核对客房调配表Take care of the customer and, insofar assible, have an ACCOR solution or a local solution as a priority for customermodations.照顾顾客，尽可能将 解决方案或本地解决方案作为顾客住宿的首选。Use Tars On Line. / 使用 Tars。 The room maid or Housekeeper Manager informs the reception

4、 as soon as a requested room type is available.客房服务员或客房部经理在要求的房间类型可用时，尽快通知接待 员。Seeernal checklist for housekeepers.参见客房部 检查表。Do a daily check of the facilities and ensuret equipment is in good working order.每天检查各项设施，确保设备处于正常工作状态。(Housekeng list)（客房部 ）The reception has a small supply of spare materia

5、ls to use outside of the houseke ng staffs hours.接待处提供少量的备用材料供客房部 在非工作时间使用。PC 003PC 003PC 004SC 002PC 005PC 004PA 007PC 005PC 005PC.005 MT 001SC 002DT SC 002OQ PC 008DT PER 005OQ SC 003:Signatures/签字:Addressed to/收件人:Written by / 起草Stephanie MoreectronicIBIS China/宜必思中国Checked by/ 审核Anne-Claire Baya

6、daElectronicIBIS China/宜必思中国Approved by/ 批准Gilles LarriveElectronicIBIS China/宜必思中国QUALITY PROCEDUREMODULE: QUALITY SYSTEMNo. SQ 016：1/4：0：17/07/2008STAGE阶段RISKYSIS风险分析PREVENTIVE MEASURES预防措施PROCEDURE程序RECORDIdentifying customers识别顾客Registering customers顾客入住登记Customers are not identified没有识别顾客Custom

7、er wait顾客等待No credit card slips没有帐单Computroblem计算机问题Givealizede and apply appropriate rates 提供个性化的欢迎和使用适当的费率individual/个人Ibis card/Ibis 卡Other Accor brand loyalty card/其他品牌会员卡“Accor staff” card/“工作”卡Give priority to the customer who has arrived.优先考虑已经到达的顾客。Quick registration快速登记Pre-payment requested

8、 or guarantee.要求预用或保证。Atof each day, the front offitaff verifies the s ionerys for the night receptionist, who does a check when s/he arrives.每天结束时，前厅部 将核对为夜间接待员准备的文具用品，夜间接待员到达时将进行检查。See manual on registration procedures and how to open a customersmanually, as well as the Fols or Fidelio IT procedur

9、al manual.PC 002PC 006PC 007PC 004PC 007PC 007SQ 002OQ PC 011DT SQ 012DT SQ 013:Signatures/签字:Addressed to/收件人:Written by / 起草Stephanie MoreectronicIBIS China/宜必思中国Checked by/ 审核Anne-Claire BayadaElectronicIBIS China/宜必思中国Approved by/ 批准Gilles LarriveElectronicIBIS China/宜必思中国QUALITY PROCEDUREMODULE

10、: QUALITY SYSTEMNo. SQ 016：2/4：0：17/07/2008:Signatures/签字:Addressed to/收件人:Written by / 起草Stephanie MoreectronicIBIS China/宜必思中国Checked by/ 审核Anne-Claire BayadaElectronicIBIS China/宜必思中国Approved by/ 批准Gilles LarriveElectronicIBIS China/宜必思中国Administrative risk行政风险Property safety安全Customer message /

11、顾客留言ephone call /参见手册中有关登记程序及如何手工开具顾客的内容，以及 Fols 或 Fidelio IT 程序手册。 Have all foreign customers fill out aregistration card让所有外国顾客填写一份登记卡Provide envelopes for making deits to the safe.提供保险箱存款用的信封。Messag/留言板Messag/留言板SEC 002SC 002PC 008OQ SEC 001DT SC 002QUALITY PROCEDUREMODULE: QUALITY SYSTEMNo. SQ 0

12、16：3/4：0：17/07/2008:Signatures/签字:Addressed to/收件人:Written by / 起草Stephanie MoreectronicIBIS China/宜必思中国Checked by/ 审核Anne-Claire BayadaElectronicIBIS China/宜必思中国Approved by/ 批准Gilles LarriveElectronicIBIS China/宜必思中国STAGE阶段RISKYSIS风险分析PREVENTIVE MEASURES预防措施PROCEDURE程序RECORDSecondary sales辅助销售The c

13、ustomers stay顾客居住No product没有产品Product hygiene产品卫生The switchboard isnt answering交换台不答复The customer did not receive a wake-up call顾客没有收到叫醒Breakfast not ready早餐没有准备好The room is not ready客房没有准备好FnB staff checks the quality and ty of food and beveragestock lefthe reception, and at night for the night re

14、ceptionist.餐厅检查留在接待处食品和饮料存货的质量和数量，供夜间接待员在夜间使用。 Inspect stock dates and temperatures on a daily basis.Strictly and immedia y apply the hygiene laboratorysmendations.每天检查存货的日期和温度。严格并立即实施卫生 提供的建议。All receptionists have a mobile phone for when they are away from the desk.所有接待员在离开接待处时都持有一部 。Wake-up book + automatic wake- up calls叫醒簿 + 自动叫醒See “early-riser” section of the Heart of Ibis manual.参见 Ibis 手册“早起者”部分。The housekeeper Manager or room maid informs the front office as rooms are available for stay over guest.当客房已准备就绪时，客房部经理或客房