FO-SOP酒店标准操作程序-前厅部(中英文对照)

PAGESTANDARDOPERATINGPROCEDURES标准操作程序POLICYNO. SUBJECT编号标题FO-DM-001DutyCheckList工作检查表FO-DM-002BombThreat

炸弹威胁FO-DM-003CarAccident

交通事故FO-DM-004VIPCheckin重要客人入住FO-DM-005Accident–Guest意外—客人FO-DM-006GuestComplaintsandDisputes客人抱怨和争执FO-DM-007RequestforDoctor/Hospitalization求医要求/住院治疗的要求FO-DM-008Fights争斗FO-DM-009Fire火灾FO-DM-022Lost&Found丢失和发现FO-DM-024SafetyBox 保险箱FO-DM-028IncomingFaxes/Emailatnighttime夜间接受传真/电子邮件FO-DM-030Valuables贵重物品保管FO-DM-031GuestBirthday客人生日FO-BC-002Incomingfaxes接收传真FO-BC-005MeetingRoomRental会议室租用FO-BC-006OutgoingFax发送传真FO-BC-007DHL/EMS/CourierServicesDHL特快专递FO-CON-002BaggageServiceforArrivals行李抵达服务FO-CON-003BaggageServiceforDeparture行李离店服务FO-CON-004BaggageServiceforgroupArrivals团队行李抵达服务FO-CON-005BaggageServiceforgroupDeparture团队行李离开服务FO-CON-006BaggageStorage行李贮存服务FO-CON-007Brochures,MapsandDirections指引册，地图，导游册FO-CON-008Flags旗帜FO-CON-009AllIncomingItems 所有收入条款FO-CON-010Newspapers报纸FO-CON-011OutgoingItems外送物件FO-CON-013RoomingGuest陪同客人进房间FO-CON-014ShuttleBus班车FO-CON-015Outdatedmail,faxesandparcels过期的邮件，传真和包裹FO-CON-016PagingService呼叫服务FO-CON-017postalexpressservice邮政快递服务FO-CON-018Taxibookingandarrangement出租车预订及安排FO-CON-019Trolley 手推车服务FO-CON-020Umbrella雨伞服务FO-CON-AR-001Airportsendoff机场送行FO-CON-AR-002AirportPickUp机场接客FO-CON-AR-003AirportLostLuggage行李丢失FO-CON-AR-004VIPArrive-Limousine接重要客人-豪华轿车FO-CON-AR-005VIPArrive-(ByTaxi)接重要客人（用出租车）FO-CON-AR-006MobilePhone移动电话FO-CON-DRICER-001HouseUse/ComplimentaryVehicle酒店自用/免费用车FO-CON-DRIVER-002LimousineAvailability 大型轿车使用率FO-CON-DRIVER-003LimousineCleaning&Maintenance 大型轿车清洁和保养FO-CON-DRIVER-004Mileage/PetrolControl 运程/汽油控制FO-CON-DRIVER-005LimousineRequest 用车申请FO-CON-DRIVER-006TheResponsibilityofDriver 司机责任保证FO-EF-007GuestPreference客人爱好FO-EF-008ExecutiveFloorCheckIn行政楼层入住FO-EF-009Hosting 招待FO-FD-010ComputerDown计算机系统崩溃FO-FD-011ForeignCurrencyExchange外币兑换FO-FD-016InternalTraceReport内部事务报告FO-FD-017KeyControl钥匙控制FO-FD-018Lost&FoundatCheckIn失物招领FO-EFM-012VIPCheckIn重要客人入住FO-EFM-016AllegedTheft偷窃FO-EFM-017GuestComplaintsandDisputes客人抱怨和争执FO-EFM-018Complimentary/HouseUse免费房使用FO-EFM-020RequestforDoctor/Hospitalization求医要求/住院治疗FO-EFM-023LostandFound失物招领FO-EFM-024SafetyDepositBoxesKeyInventory保险箱钥匙清单FO-EFM-025SafetyBox保险箱FO-EFM-027Valuables贵重物品保管FO-EFM-028In-HouseClinic酒店医疗中心FO-EFM-029GuestBirthday客人生日FO-EFM-030GuestJoin-InAuthorization会员加盟授权FO-EFM-031GuestComments客人意见FO-EFM-032BookingatotherPlazaRoyaleHotel豪廷酒店网络内约定FO-EFM-033HotelEvents酒店活动FO-TEL-001TelephoneControlDDD/IDD国际/国内长途电话控制FO-TEL-002CallAccountingSystem电话记费系统FO-TEL-003CallBarringandUnbarring电话禁呼和解禁FO-TEL-004DoNotDisturbFeature 请勿打扰事宜FO-TEL-005GuestLocatorFeature为客人接电话至指定地点FO-TEL-006IncomingCalls接听来电FO-TEL-007OperatorAssistedCalls接线员辅助呼叫FO-TEL-008PABXAdcomFaxSystem专用交换机传真系统FO-TEL-009PABXAdcomMailSystem专用交换机邮件系统FO-TEL-010PublicAddressPagingSystem公共提示标志FO-TEL-011WakeupCall叫醒服务FO-TEL-012Personalcalls私人电话FO-001BaggageService行李服务FO-002BusinessCenterService商务中心FO-003EngineeringService工程服务FO-004HandlingGuestComplaints处理客人投诉FO-005HandlingIncomingCalls处理来电FO-006HousekeepingService客房服务FO-007RoomService-IncomingCall客房送餐来电FO-008In-RoomDiningOrder客房用餐预订FO-009RunnerService特殊服务

FrontOfficeTermstoKnow前厅部须知A.H.&M.A.AmericanHotelandMotelAssociation.美国饭店及汽车旅馆协会AccommodateApromiseofaroomforaguest–ifnotinthathotel,thenacommitmenttofindaroomelsewhere.对客人保证客房的承诺AdjoiningRoomsTwoormoreroomssidebysidewithoutaconnectingdoorbetweenthem.Inotherwords,roomscanbeadjoiningwithoutbeingconnecting.两间或两间以上并排的、之间没有房门直接联系的房间。换言之，即相互毗邻但不连接的房间。Adjust/AdjustmentAcorrectionofanerrorthatoccurredonapreviousday.对于之前发生的错误给予的修改AdvanceDepositPrepaymentofroomcharges.房间预付款AverageDailyRateTheaverageofrateschargedforguestroomsduringonedayofbusiness.Methodofcomputation:日收取的商务客人平均房价。估算方法:ADR=Totalguestroomrevenuedividedbynumberofroomssold.ADR=卖出房的客房总收入除以卖出的房间数量。BankFundsissuedtocashierforhandlingguesttransactionswhichmustbebalancedatthebeginningofeachshift.为客人提供的交易资金必须在每次交班的开始时移交给出纳.BlockAgroupofroomsheldattherequestofSalesorCatering.一批供销售或宴请使用的房间。BlockedRoomRoomnumbersassignedinadvanceofarrivalonthesamedayofarrival.房间号码被事先安排和到达时一样的房间。BookingAgreementReferencematerialforanumberofreservationsmadeunderacompanyorgroup.为公司或团队预订准备的参考材料。BucketTrayusedforfilingguestfoliosbyroomnumberatFrontDesk.在前台上，用于为客人盛放房间号码的便条的碟子BucketCheckWhenyoucomparetheroomboardwiththebucket.用门牌号码和便条比较BudgetCheckAM&PMcomparisonofguestbucketfolioswithroomracktoverifyaccuracyofaccount.上午和下午的客房便条比较，检测房间帐户的准确性CatchtheSpiritCatchthetrainingspiritwithour“CatchtheSpirit–PhaseI”educationprogram.Theprogramincludesathree-partvideotrainingseries,facilitator’sguideandcertificationprogramthroughPlazaRoyaleInternational,Inc.,preparedforFrontDesk,HousekeepingandMaintenanceemployees.用“领会精神—1”的课程领会精神。该课程包括三个培训系列片。豪廷集团将提供指导和给予资格认证，其中涉及前厅部、客房部员工和维修员工。“CatchtheSpirit–PhaseII,”willcontinuetheeducationaltoolsthatsupportline-levelstaff.ThefocusthisyearisontheFrontOfficeProfessionalandLobbyRetailing.“领会精神—2”课程将继续这一教育员工工作。并主要针对前厅部的销售工作。TheFrontOfficevideobasedtrainingprogramisgearedtowardfrontdesketiquette,multi-tasking,handlingguestcomplaintsandsalestechniques.The“VirtualLobby”videowillhighlightthewaystomerchandiseyourlobbytosuccessfullysellallpropertyfeaturesandAmenities.前厅部培训课程基于前台礼节、多重任务、解决客人投诉和销售技巧。“虚拟大堂”的视频课程将总结所有以适宜的特点和令人愉快的事宜销售的方法。Check-lnHoteldaystartsat6:00a.m.;however,occupancyofroomsbyarrivingguestsmaynotbepossibleuntilaftertheestablishedcheck-outtime(usually1:00p.m.).酒店工作日在早上6点开始，同时，客人离店时间不得超过下午1点Check-Out(verb)Tovacateahotelroom,(takingluggage),turninkeyandpaybill;(noun,hyphenated)aroomthataguesthasofficiallyvacated.Check-outtimeisusually1:00p.m.（动词）腾出酒店房间，（取走行李），交还钥匙并结帐；（带连字符的名词）客人正式腾出的房间，一般在1点。ComfortsofHomeEveryPlazaRoyaleguestwillgetallthelittleextrastomaketheirstayevenmorecomfortable:in-roomcoffee-maker,DM/FMalarmclockradio,weekdaynewspaper.Andatparticipatinglocations,theywillenjoyfreelocalphonecallsandnolongdistanceaccesscharges.Justonemorewaytoaddmorevaluetoyourguest’sstay.每一豪廷的客人将得到所有令其舒适的额外服务，如：房间内咖啡机、DM/FM警钟收音机，周报等。在人多的地方接听电话，他们将不再为长距离的等待而付费，可享受免费的服务。这是又一种令客人的住宿更超值的方式。

CityLedgerFrontaccountturntobackaccount前台帐转往后台ClosedDatesDatesonwhichnothingcanberentedbecauseofa“full-house”.由于客满而无空房的日期CommercialRateRateagreeduponbycompanyandhotelforallindividualroomreservations.经过公司同意和酒店提供给个别客人的预订的价格CommissionPaymentPercentageofroomratepaidtotravelagenciesfortheirhotelbookings.旅行社预订的房价的百分比。ComplimentaryRoom,CompAroomfreeofcharge.免费房。ConfirmationAwrittennoticetoguestinadvanceofarrivalthatroomhasbeenreserved.提醒事先抵达的客人房间已经被预订的书面通知。ConnectingRoomsAdjacentroomswithaconnectingdoorinbetween.之间有连接的连通房。ConventionAnassemblyofassociationattendeesoremployeesofcompaniesgatheringforacommonpurpose,usuallyincludingmeetings,banquets,androomaccommodations.为公司的共同目的，由员工出席者和员工参加的集会，通常包括会议，宴会和住宿CorporateRateGuaranteed“notmorethan”roomratesextendedtoamajorcompanyusinghoteloften.确保对酒店常客“不收更多”的房价。DayRateRentingroomforpartofhotelday,normally9a.m.-6p.m.Rateis50%ofdoublerateforthatroom.

通常在早上9点到下午6点的记费日租用房间，房价按双人房价的50%收取。DepositsAmonetarypaymenttohotelbyguestinadvanceofarrivaltoassureroomwillbeheld.客人住房的预付款DeskInformationBookContainsinformationwhichneedstobeusedforreference.用做参考的信息册DirectBillAnaccountwhichhasbeenapprovedbythemanagerandtowhichwewillsendabillaftercheck-out.Thefoliomustbesignedbytheguestatcheck-out.由总经理批准的在结帐后送出的帐目。其必须在客人离店时签字

DiscountRatesUsuallyreferstoa50%discountextendedtotravelagentsandairlineemployees(someunitsmayincludeadiscounttogovernmentemployeesandothersonaperdiembasis).通常是给予旅行社和航空公司职员扩大到50%的折扣（有些情况下可以包括对政府职员的折扣，其他情况下可以精确到角的程度）DoubleAroomtobeoccupiedbytwopeople.一个房间两个人住DoubleDoubleRoomAroomwithtwodoublebeds.一个房间有两个双人床EfficiencyAnaccommodationcontainingsometypeofkitchenfacility.包括一些带厨房设施类型的膳宿FlagAcoloredplasticchipplacedintheroomracktodesignatethestatusoftheroom–check-out,recentcheck-in,etc.

一种可放在房间搁架内使用的，多用与显示如入住或离店等房态的多色彩的塑料片。FlatRateSpecificroomrateforgroup,agreeduponbyhotelandgroupinadvance.经过酒店的同意后为团队指定特殊的房价。FolioUsedtorecordthedetailsofallbusinesstransactedbetweenthehotelandguestduringtheguest’sstay.在与客人交往过程中，用于记录酒店和和客人之间特殊商业交易细节的账单。ForecastAssumingfutureoccupancyofthehotelandfinalavailabilitystatus.设想酒店将来的入住率和最终使用状态。FrontDeskAreawhereguestchecksintohotel,wherekeysarekept,wheremailisdistributedandfromwhichinformationisdispensed.客人入住酒店，保管钥匙，邮件和相关信息表格被分发的地方。FrontOfficeAreawhereinformationregardingguestsiskept;alsoAssistant-Manager’soffice.相关客人信息被保存，经理助手工作的地方。FrontOfficeCashierPersonwhoaddsupallchargesmadetoaroomandCollectsmoneyupondepartureguestswhooccupiedit.将驻店客人离开时的所有费用集中的员工。FrontOfficeAgentPersonwhohelpsguestscheck-inandkeepstrackofroomsavailable.为客人办理入住手续和跟踪房态的员工。FrontoftheHouseEntirepublicarea.公共区域。FullCompNochargesmadeforroom,mealstakeninhotel,telephone,valetoranyitems.房费、餐费，电话费等所有费用全免的服务。

GeneralCleanIndicatesthoroughcleaningofguestroomandbath;doneonaperiodicbasis.象征着周期性的房间和浴盆等的彻底清洁工作。GroupCodeTypegroupnameonfoliounderrateinformation.在账单上记录着等级信息的团队类型名称。GroupReservationAspecifiedminimumnumberofreservationsofroomshandledbythesalesdepartment.由销售部控制的特殊的房间预定的最小值。GuaranteeFiguregivenbyfunctionplannertohotel,atleast24hourspriortofunction,statingnumberofpersonstobeserved.Mosthotelsarepreparedtoserveatleast5%overtheguaranteedfigure.Paymentismadeonabasisoftheguaranteednumberofcoversortotalnumberserved,whicheverisgreater.

由计划人至少先于24小时提供的要求被服务的人员数量和功能的信息。多数酒店都是预先做好多于这个保证值的5%的准备。无论规模的大小，付款的比例都将基于保证值或服务的总数。GuaranteedNo-Show(GTD-NS)放弃预订的保证GuaranteedReservation(GTD)Assumingguestdoesnotarriveandcancelthereservationontime,soshouldbepaytheroomchargebycompany,travelagentandpersonandmeanwhileoffertheircompany’screditcard.承诺假如客人没有抵达或者没有在合理时间内取消预定仍为住宿等支付相应款项的公司，旅行社或个人,并且提供公司信用卡帐号。GuestChargeAnythingputonguest’sbill–purchases,roomservice,telephone,valet,etc.客人的房间、电话、服务、消费等的任何费用。GuestFolioSeefolio.客人账单。HeldLuggageGuest’spropertyheldinlieuofpaymentforaccommodations客人在登记入住时，有行李员帮他照看私人财产.HighBalanceReportPreparedfornightauditreporttonotifyFrontOfficeManage.通过夜审向前厅部经理通报客人消费已经超过其限定的情况。HoldforArrivalMailandpackages,etc.arrivingpriortoarrivalofguest.“HoldforArrival”isnotedonarticle.先于客人到达的邮件、行李等。

“HoldforArrival”将写在相关物件上。HomeOfficeRoomsEachHomeOfficeroomisoutfittedwithalarge,well-litworkdeskwithtelephone,withcomputerdataport,soyourguestscanworkcomfortablyandeffectivelyateveryPlazaRoyalelocation.每一个家庭办公房需要配备带有全套大工作台、电话、电脑等的房间，客人可以在豪廷的每个地点更加舒适高效地工作。

HospitalityAroomusedforentertaining(cocktailparty,etc.)Usuallyafunctionroomorparlor.用于娱乐（鸡尾酒会等）的房间，通常是一个功能间或者客厅。HospitalitySuiteAparlorwithconnectingbedroom(s)tobeusedforentertaining.一间和卧室连接用于娱乐的客厅。HousekeepingReportsReportsturnedintoFrontDeskbyHousekeepinglateinafternoonandusedtoverifythatHousekeepingandFrontDeskshowsamestatusonallroomsinventory.客房部在下午交给前厅部的用于核对两个部门房态一致性的报告。HouseCountHowmanyroomshavebeensoldforthatnight.当晚房间的出售量。InformationRackRevolvingrackatPBXwithallguestinformationslipsfiledalphabetically.按字母排列的所有客人信息的旋转搁架。InspectedRoomhasbeenthoroughlycheckedbyaninspectress,supervisororhousekeeper.由监督员，主管或管家检查过的房间。JuniorSuiteAlargeroomwithapartitionseparatingthebedroomfurnishingsfromthesittingarea.有隔断分隔卧室和客厅的的普通套房。KidsGoPlazaRoyaleAtPlazaRoyale,kidsalwaysstayfreeandgetfreeFunPacks.Andbecausewecareaboutfamilies,wehaveteamedupwithScholastic,combiningthebestoftravel,entertainmentandeducation.在豪廷，儿童享受免费的照顾并得到免费的礼物。这是因为我们关心家庭成员，我们结合了旅游、娱乐和教育，校园化的聚集在一起。KingLargestsizebedavailablefrommanufacturers;maybe80"by80"or72"by72";maybeformedbyputtingtwotwinmattressescrosswiseontwinboxsprings.制造商提供的最大的床；有可能是80″*80″或72″*72″；也可能用在双料弹簧上交叉放置两个床垫。LogBookDailydiarywherespecialinstructionsarenotedforfollowupand/ordocumentation.记录特殊指示或文件的日志本。MAP(ModifiedDMericanPlan)Rateincludesbreakfast,dinnerandroom.包括早餐、晚餐等级的房间。M.l.P.MostImportantPerson.最重要的人物。

MTDMonthtodate-thesearetheaccountingtotalsshowingtherevenuesandexpendituresforaspecificmonthasofaspecificdate.特殊注明的月度为了将特殊月度划入特殊等级，显示所有收入和开销。MakeUpChangelinenonbeds,cleanroomandbathroom,whileguestisregisteredinroom.在客人登记房间时，为床更换亚麻布，清洁房间和卫生间。ManageronDuty(M.O.D.)AssumesfullresponsibilityforthehotelintheabsenceoftheGeneralManager.酒店总经理不在时所要承担的全部责任。MasterBucketContainsinternalandmasterfolios.内部容量和主要的账单。NightAuditorPersonwhobalanceshotelaccountsandpostsallguestchargesonbills.平衡酒店帐目及揭示所有客人帐单的职员。NoShowAconfirmedreservationwhichhasnotbeenclaimedbythecustomer.一个确定的但并没有得到客人认可的预定。OccupancyNumberofroomsactuallyinuse.实际使用的房数。OpenTheavailabilityofguestroomsforsale.供销售的客房的可用性。OperationFunctioningofahotel,especiallyactivities,dealingdirectlywithservingguests.酒店机能，尤其是活动，直接对客服务等。OutofOrderRoomsRoomsthatcannotbeoccupiedbyguestduetophysicalreasonlikepaintingdefectiveplumbing,etc.由于物理性原因如油漆、管道堵塞等而不能使用的房间。OversoldReservationshavebeenacceptedbeyondahotel’scapacitytoproviderooms.超出酒店客房承载能力的预定。PackageToursSpecialpackagepreparedbytouroperatorsincludingrooming,sightseeing,dining,etc.。由观光经营者准备的包括定房、观光、进餐的特殊包裹ParlorAsittingroomwhichmayormaynothavesleepingaccommodations.可以或不能提供住宿的客厅。PlantTheentirehoteloperation.整个酒店的运作。Pre-blockAssigningaspecificroomorsuitenumberpriortoactualarrivaldateofguest.提前为客人以到达日期提前安排房号。Pre-RegisteredGuestsregisteredandroomnumberassignedpriortoarrival.Guestneedsonlytosign.在客人抵达之前就为其登记并安排房号，客人抵达只须签名。PropertyAhotel’sbuilding,landandallfacilitiesconnectedwithit.酒店建筑物以及其附属的土地和设施等。

QueenAroomwithaqueensizedbed.有皇后尺寸床的房间。RackRateMaximumroomsellingpricesasestablishedbymanagement.由管理层制定的最高房价。RebatePartorallofrentalrefundedtoguest.租金额的部分或全部返回给客人。RegisterTheguestcheck-inprocedure.客人办理入住手续的程序。RelocateorWalkGuestaccommodatedatanotherpropertybecausehotelwasunabletoofferhisrequest.由于酒店不能为客人提供相应的服务，而为其提供其他酒店调节。ReservationAdvancerequestforahotelroom.对酒店房间事先的预定。ReservationCardSpecialreservationrequestformprintedforspecificconventions.为特定惯例印刷的预定表格。RollawaPortablebed,usuallytwinordoublesize.便携式床，通常是双倍的尺寸。RollInPutrollawaybedinguestroom.将便携式床推进客人房间。RollOutTakerollawaybedoutofguestroom.将便携式床推出客人房间。RoomChangesGuestchangingfromoneroomtoanother.为客人更换房间。RoomBoardApieceofFrontOfficeequipmentrepresentingtheguestroomsintheformofmetalpocketsinwhichcolorsandsymbolsidentifytheaccommodations.一种在金属套内有不同颜色、象征，证明住宿情况、代表客人房间的装置。RoomingEscortingguesttoassignedroom.陪同客人到被安排好的房间。RoomingListListofnamesparticipatinginagroupreservationblock.填写团队客人预定名字的表格。RoomRevenueReportReportmadeoutby3-11agentsshowingrevenuereceivedforeachroomnumber,numberofoccupantsinroom.由3--11名员工制定出的显示每个住房的收入和住房人数的报告。RoomsStatusAvailabilityofguestroomsforsale,i.e.ready,checkoutetc.客房销售的可用性，如就绪，离店等。

RunoftheHouseRateAnagreeduponrategenerallypricedatanaveragefigurebetweenminimumandmaximumforgrouporcorporateaccommodations.给予团队和合作伙伴的房价，一般是最大值和最小值的平均数。SecurityDepartmentwhoresponsibleforprotectingthehotelstaffandguestspersonalandpropertysafety.负责保护所有员工和客人人身财产安全的部门。SellingUpMakinganefforttosellthebetter,higherratedroom.促进销售量和销售价格的努力。SellOut/SoldOutAllavailableroomsreservedoroccupiedonaspecificdate.所有可用房间都已被预定和居住的特殊日子。SellThroughAcceptingreservationsformultiplenightsthroughsoldoutdatestoincreaseoccupancyonopendates.接受多种不同时期的预定，通过旺季时的销售来带动淡季的销售。Share(orShareWith)Aguestwhojoinswithanotherguestalreadyoccupyingaroomatahotel(non-family).客人和另外一个入住的客人合租一间房（不是一家人）。SingleRoomtobeoccupiedbyoneperson.客人单独租用一间房。SkipsGuestleavinghotelwithoutpayingthebill.客人没有结帐就离开酒店。SleepersRoomsnotphysicallyoccupied(possiblyskips)andnotdiscoveredbyFrontDesk,therefore,roomnotrentedduetoaccountstillbeingactive.在工作日内房间没有被租用（可能因跑单）和未被前台发现，所以房间没有被租用，是因为其仍然有效。Sleep-OutAroominwhichtheguestdidnotsleepinbed.客人没有在其房间内过夜。StudioAroomwithonedoublebedandacouch.拥有一个双人床和一个沙发的房间。SuiteAlargeroomwithasittingareaandsleepingareawhichcanbeclosedoffwithadoor一个有会客区域和就寝区域并可以隔断开的大房间。SuperMilesTheSuperMilesprogramletsyourguestsearnfreehotelstays,carrentalawardsandairlinemileagevouchersfortravelonContinental,TWAandCanadianAirlines.ThemoretheystayatPlazaRoyale,thegreatertheirrewards.这是一种能够让客人赢得免费住宿、租车奖金、环球航空公司和加拿大航空公司旅行航空里程的活动。在豪廷公司消费得越多，赢得的奖金也就越多。Tidy-UpTostraightenandcleanaroomafterguest’sdeparturewhenfullservicehasbeengivenearlier.为了清洁、整理房间，在客人离开后提前服务。

Tourist/EconomyCommercial-typehotel(usuallywithoutprivatebath.)商务型酒店（通常没有私人浴室）。TurnDownEveningservice-removingbedspreadandturningdownbed,straighteningroomandreplenishingusedsuppliesandlinen.晚间服务：整理床铺、房间和补充易耗品。TwinAroomwithtwotwinbeds.一个拥有两个双人床的房间。V.l.P.Aguest,whoforavarietyofreasonshasbeendesignatedbymanagementtoreceivespecialtreatment.Usuallypre-registeredandshouldbeescortedtoroombyamanagementrepresentative.一个因各种原因已经由管理层登记并需接受特殊待遇的人，他通常是提前登记并由管理层代表陪同至房间。VacantandReadyAroomthatisunoccupied,cleanedandreadyforrenting.未被占用，已经清洁、代售的房间。“Walk”theGuestAguestwhohasreservations,butcannotbeaccommodatedistaken(gratis)toanotherhotelwhereroomshavebeenprocuredandpaidforby“walking.”已经预订，但由于房间已经被占用或出售给散客需免费地被提供到其他酒店膳宿的客人。WalkInPerson(s)requestingaccommodationsforthatnightwhohasnoreservation.没有经过预订要求当晚入住的客人。WalkOutWhenaguestleaveshotelwithoutpayinghisbill.没有结帐就离开酒店的客人。

STANDARDOPERATINGPROCEDURESSubject:BombThreat炸弹威胁EffectiveDate:Apr.2010PolicyNo:FO-DM-002Issuedby:FOMPage:1of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjectives目标Tominimizealarumamongtheguestsandemployeesofthehotel.将客人和员工中的惊惶减低到最小Tosafeguardthelivesofbothguestsandemployeesthroughproperevacuationifnecessary.如果有需要可以通过合适的疏散确保客人和员工的生命安全Toeliminateanyformofnegativepublicitytothehotel.消除酒店的负面公众影响Policy政策Itisthehotel’spolicytoestablishawellcoordinated,seriousandsafetyresponsetoabombthreatinliaisonofthepoliceandexpertteam.酒店的政策是建立一个针对炸弹威胁协调的、严肃的、安全的反应，并且和警察、拆弹专家组建立良好的联络。Procedures程序UsuallyaBombThreatcomesintheformofatelephonecallorbywayofaletter,awrittenmessageandmailparcel.通常，炸弹威胁来自电话、信件、便条、包裹等方式。AnyonewhoreceivesathreateningcallwilltrytoestablishmaximuminformationfromthecallerandcompletetheprescribedBombThreatForm.Signalanothertelephoneoperatorornearbysecurityofficertosettraceontheline.AfterwardstheSecurityDepartmentshouldbeinformedimmediately.任何人接到威胁电话，都必须尽量从对方获取信息，尤其是详细地描述炸弹威胁的形式。信号通知另外的接线员和附近的安保人员跟踪电话来源。此后立即通知保安部。Ifthemailattendantorsecretaryreceivesaletterorparcel,whichissuspectedtobeabomborotherincendiarydevice,theletterortheparcelshouldnotbetouched.ImmediatelyinformtheSecurityManager.如果邮件生或秘书接到怀疑为炸弹或纵火装置的信件和包裹，该信件和包裹应该被隔离，并迅速通知保安部经理。

STANDARDOPERATINGPROCEDURESSubject:BombThreat炸弹威胁EffectiveDate:Apr.2010PolicyNo:FO-DM-002Issuedby:FOMPage:2of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesBombSearch炸弹搜查Asearchforthebombwillbeconductedifthetimeofdetonationgivenismorethan30minutes.如果距离爆炸时间超过30分钟，必须设法寻找炸弹。WiththeapprovaloftheGeneralManagerandSecurityManager,Policeandauthoritywillbecontactedtocarryoutbombsearch.经过总经理、保安经理、警察和有关当局的同意，将执行炸弹的搜寻。Evacuation疏散Animmediateevacuationwillbecarriedoutifthetimeofdetonationislessthan30minuteswiththeapprovalofTheGeneralManagerandSecurityManager.经过总经理和保安经理的同意，如果离爆炸时间少于30分钟，紧急疏散将立即执行。Policeandauthoritywillbecontactedtoassistinthecrisismanagement.联系警察和有关当局协助该危机工作的处理。Actiontobetaken采取措施ContactallDepartmentHeads/Supervisorstomobileallavailablestafftochecktheirworkplaceforanysuspiciousparcelorobject.通知所有部门负责人或主管动员所有可用人员检查其工作地点是否存在可疑包裹或物品。Donottouchanythingthatisstrangeandsuspicious.不要触碰任何可疑物品。InformtheSecurityManagerifanythingsuspiciousfound.发现有任何可疑物品则通知保安部经理。Forthesafetyoftheguest,employeesandhotelproperty,allemployeeshastoremaincalmandcoordinatewellwiththecommandcenterforanynecessaryactiontobetakenaccordingtotheinstructionsofthepoliceandbombexpert.为了客人、员工、酒店资产的安全，所有员工都必须保持镇静并且与指挥中心协调，根据警察和拆弹专家的指示采取必要的行动。Nooneshouldactonhisinstinct,whichwillexposethesafetyoftheentireteamtothebombthreatduringthecrisis.任何人不可凭其本能采取行动，以免在危机中使整个组织受到炸弹威胁。

STANDARDOPERATINGPROCEDURESSubject:BombThreat炸弹威胁EffectiveDate:Apr.2010PolicyNo:FO-DM-002Issuedby:FOMPage:3of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociates(HOTELNAME)酒店名称BOMBTHREATFORM炸弹威胁表格BOMBINFORMATION炸弹信息Locationinthehotel酒店位置:____________________________________________Timethebombexplodes炸弹爆炸:____________________________________________Howtorecognizethebomb怎样识别炸:________________________________________Whattypeofbomb 炸弹类型:_____________________________________________CALLERDESCRIPTION来电者信息Sex 性别 :_______________Agerange年龄 :__________________Nationality 国籍:_________________________________________________Typeofaccent 口音:_________________________________________________Talkingspeed 交谈速度:_____________________________________________Othercharacteristics其他特征:_____________________________________________Reasonforplacingthebomb放置炸弹原因:__________________________________Partofpoliticalorganization政治面貌:_________________________________________OTHERTimeofthecall 通话时间:_______________ Durationofthecall 电话持续时间:_________min分钟.Calltakenby通话工具:_______________ Callwitnessedby通话见证人：__________Telephonenumbertraced电话号码追踪:____________________________________REMARKS备注CC抄送: STANDARDOPERATINGPROCEDURESSubject:CarAccident交通事故EffectiveDate:Apr.2010PolicyNo:FO-DM-003Issuedby:FOMPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjectives目的Toensurethatthewholeprocessishandledefficientlyinthebestinterestofbothcarownerandmanagement.确保整个程序高效，保证车主和管理方的最大利益。PolicyStatement政策阐述Itisthehotel’spolicythatallcaraccidentsonthehotelpremisesarehandledefficientlyintheinterestofbothcarownerandmanagement.酒店的政策是所有和酒店有关的交通事故，都需有效地被处理，并保证车主和管理方的最大利益。Procedures程序InformtheSecurityDepartment通知保安部。Iftheaccidentoccurredinfrontofthehotel,thecarshavetobemovedtolowerEFMundassoonaspossible.交通事故发生在酒店前时，应该尽可能快的将车辆移动到隐蔽处。Thediscussiontoresolvethematterhastoproceedinadiscretemanner,nottoarouseanypublicattentionorcrowd.解决事故的商讨应该采取谨慎的方式，不能引起公众的注意或引来围观群众。Non-relatedhotelstafftoresumetheirdutyandarenotallowedtobeinvolvedinthediscussion.非相关酒店人员继续工作，并不得参与商讨。Polaroidpictureistobetakenofthedamagedvehicleaswellastheobjectdamagedbythecar.与汽车损坏的物品一样，损坏的汽车也要给予照相。Arrangethedamagedvehicletoareliablecarworkshopforrepair.安排损坏汽车到可信赖的修理厂修理。

STANDARDOPERATINGPROCEDURESSubject:CarAccident交通事故EffectiveDate:Apr.2010PolicyNo:FO-DM-003Issuedby:FOMPage:2of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesRemarks备注Followinginformationisrequiredforinsurance:下面信息是保险所必要的:Guestname客人姓名CopyofpassportorID护照或身份证复印件Guestdrivinglicense客人的驾照Contactandphonenumber 合同编号及电话号码Vehiclenumber汽车牌号Copyofcarregistrationandinsurancepolicy汽车登记和保险的复印件Briefoftheaccidentoccurred.事故经过Damageandestimatedcost酒店估计损失Hotelemployeeinvolved酒店涉入员工Copyoftheidentificationcardofemployeeinvolved涉入员工证明材料Copyofthedrivinglicenseofemployeeinvolved涉入员工驾照复印件

STANDARDOPERATINGPROCEDURESSubject:VIPCheckin重要客人入住EffectiveDate:Apr.2010PolicyNo:FO-DM-012Issuedby:FOMPage:1of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目标ToprovideVIPserviceforallVIPguests为重要客人提供特殊的服务.PolicyStatement政策阐述ItisthepolicyofthehotelthateveryVIPiswarmlygreetedbytheDMandtheconcernedDepartmentHeadsuponarrivalassoonastheVIPgetsoutofthecar.酒店的这项政策指出：每一位重要的客人一出车门就应该得到酒店值班经理和相关部门总监的热情迎接。Procedures程序Makesuretheroomisthoroughlych