洲际集团亚太服务标准

PAGE1PAGE34ASIAPACIFICCONSOLIDATEDSERVICESTANDARDS亚太区统一的服务标准HOLIDAYINNHOTELS&RESORTSCROWNEPLAZAHOTELS&RESORTSINTER-CONTINENTALHOTELS&RESORTS假日酒店皇冠假日酒店洲际PreparedbyWolfgangGrimmVicePresidentOperationsSupport–AsiaPacificMarch2001Toperformakey-wordsearchofthisdocument:Ctrl+FTypeKeyWord(s)Enter按Ctrl+F输入关键词回车键即可找到本文件2001byBassHotels&Resorts,Inc.Allrightsreserved.ThesestandardsareconfidentialandproprietypropertyofBassHotels&Resorts,Inc.andmaynotbecopiedordistributedwithoutitsconsent.

A ACCOUNTING 7 A1 RESERVATIONS 7 DISHONOUREDRESERVATIONS 8 ADVANCEDEPOSITS 8 CANCELLATIONPROCEDURES–FIT 9 CANCELLATIONPROCEDURES–GROUP 9 A2 CHECK-IN 10 A3 BANKING/CASHIERSERVICES 11 CURRENCYEXCHANGE 11 PERSONALCHEQUES 11 A4 SAFEDEPOSITBOXES A5 CHECK-OUT 12 A6 FOOD&BEVERAGEOUTLETS 13 A7 GUESTCOMPLAINTS 14BC BUSINESSCENTRE 16 GENERAL 16 SUPPLIES&EQUIPMENT 16E ENGINEERING 19 E1 MAINTENANCE&GENERAL 19 E2 TRAVELLERSWITHDISABILITIES 20 FB FOOD&BEVERAGE 23 FB1 BARS&LOUNGES 23 FB2 BANQUETING&CONFERENCES 25 QUOTATIONS 25 BUFFETSERVICE 26 LUNCH&DINNERSERVICE 26 COCKTAILSERVICE 26 COFFEEBREAKSERVICE 27 BEFOREANEVENT 27 AFTERANEVENT 29 FB3 INFORMAL/PRIMARYRESTAURANT 31 RESERVATIONS 31 GREETING&SEATING 31 MENUS 31 TABLESERVICE 32 GUESTCHECKS 32 SET-UPSTANDARDS 33 FB4 SPECIALTYRESTAURANT 34 RESERVATIONS 34 GREETING&SEATING 35 TABLESERVICE 35 WINESERVICE 38 GUESTCHECKS 39 AFTERCUSTOMERDEPARTS 39 FB5 ROOMSERVICE 39 SERVICETIMES 40 ORDERTAKING 40 ORDEROFSERVICE 42 CHECKPROCEDURE 43 TROLLEY/TRAYCOLLECTION 43 FB6 MINI-BAR 44 STOCK/SUPPLIES 44 SERVICING 45 BILLING 46 CHARGEDISPUTES 46 ICE/VENDINGMACHINES 46 FB7 KITCHENS 46 GENERAL 46 ALACARTE 47 BUFFET 48 ROOMSERVICE 49 FB8 STEWARDING 49FO FRONTOFFICE 50 FO1 RESERVATIONS 50 GUARANTEEDRESERVATIONS 51 DISHONOUREDRESERVATIONS 52 ADVANCEDEPOSITS 53 CLUBRESERVATIONS 53 GROUPRESERVATIONS 54 CANCELATIONPROCEDURE 55ACCOUNTING 56 FO2 FRONTDESK 56 CHECK-IN 56 DEPARTINGGUESTS/CHECK-OUT 57 GUESTMESSAGES 59 FRONTDESKSUPPIES 59FO3 GUESTRELATIONS 62 FO4 UNIFORMEDSERVICE 63 FO5 BUSINESS FO6 CLUBFLOORS 66 FO7 TRANSPORTATIONSERVICE 69 FO8 GARAGE 69 FO9 VALETPARKING 70 FO10 GIFTSHOP 70HK HOUSEKEEPING 71 HK1 ROOMS 71 GENERAL 77 MAKEUP 74 LOST&FOUND 75 GUESTROOMACCESSORIES 76 GUESTROOMAMENATIES 79 IN-ROOMADVERTISING 81 GUESTSUPPLIES 82 BEDDING/LINENSUPPLIES 83 HK2 PUBLICAREA 84 GUESTFLOORCORRIDORS 84 LIFTAREA 85 PUBLICAREAS 85HR HUMANRESOURCES 87 HR1 HUMANRESOURCESMANAGEMENT 87 HR2 RECRUITMENTANDEMPLOYMENTPRACTICES 87 HR3 EMPLOYEECOMMUNICATION 88 HR4 EMPLOYEERELATIONS&RECOGNITION 89 HR5 EMPLOYEEUNIFORMS&FACILITIES 89 HR6 EMPLOYEEWELFARE 90 HR7 PERFORMANCEMANAGEMENT&CAREERPLANNING HR8 INDUSTRIALRELATIONS 91 HR9 COMPENSATION&BENEFITS 91HR10 HRADMINISTRATION 91HR11 HRDEPARTMENT 92HR12 EMPLOYEEROOMBENEFITPROGRAMME 92TR TRAINING 95TR1 HOTELTRAINING&DEVELOPMENT 95 TR2 ORIENTATION 96TR3 DEPARTMENTALTRAINING 97TR4 SUPERVISORYTRAINING&DEVELOPMENT 98TR5 MANAGEMENTTRAINING&DEVELOPMENT 99TR6 TRAININGADMINISTRATION 99TR7 TRAININGRESOURCES 100TR8 ACCREDITATIONOFTRAINING 101IT INFORMATIONTECHNOLOGY 102L LAUNDRY 103LS LIFESAFETY 105 LEISUREFACILITIES 106MS MARKETING&SALES 108 MS1 PRIORITYCLUB®WORLDWIDE 108 PROGRAMMESTRUCTURE 108 SIGNATUREMEMBERSHIP 108 GOLD&PLATINUMMEMBERSHIP 109 RULESOFOPERATION 109 RECOGNITION 109 BENEFITS 109 AWARDS&REDEMPTIONS 111 “TERMS&CONDITIONS” 111 MS2 SIXCONTINENTSCLUB® 117 “TERMS&CONDITIONS” 117 MS3 100%SATISFACTIONGUARANTEE/THEHOSPITALITYPROMISE™PROGRAMME 118 MS4 WITHOURCOMPLIMENTS/FORGETSOMETHING?™PROGRAMME 119 MS5 GUESTSATISFACTIONTRACKINGSYSTEM(GSTS) 120 MS6 THEMEETINGPROMISE™PROGRAMME 121 MS7 KIDSEATFREE 123 MS8 BEST-4-BREAKFAST® 123 MS9 TRAVELAGENTCOMMISSIONPROGRAMME(TACP)™ 123 MS10 SALES 123 SALESOFFICE 123 ADMINISTRATION 124 PROCEDURES 124 ACTIVITIES 126 GROUPBOOKINGS 128 MS11 PUBLICRELATIONS 130 GENERAL 130 OFFICEADMINISTRATION 133 CRISISCOMMUNICATION 135RE RECREATIONFACILITIES 137 RE1 FITNESSCENTER 137 RE2 SPA 140 RE3 POOL 140 GENERAL 140SIZES 141 SAFETY 142 LIGHTING 143RE4 OTHERFACILITIES 143 RESORTS 143 ACTIVITIESDIRECTOR/COORDINATOR 144 LEISUREDESK 144 CHILDREN’SACTIVITYPROGRAMMES 145SE SECURITY 147 SE1 GENERAL 147 SE2 PRECAUTION 147 SE3 REPORTS 148 SE4 GUESTROOM 148 SE5 EMERGENCYSITUATIONS 149 SE6 LOSTPROPERTY 149 SE7 STOREDGUESTLUGGAGE 149TI TELECOMMUNICATIONS&INTERNET 151 TI1 PABX 151 TI2 TELEPHONESETS 151 TI3 GUESTROOMS 153 INCOMMINGCALLS 154 TELEPHONECHARGES 156

A ACCOUNTING财务A1 RESERVATIONS预订ForprocedureonthetakingofreservationsbyHotelorResortemployees,seeFO2.了解酒店员工操作预订程序，请看FO2A1.01 Reservationsmustbehelduntil6:00pmatthedestinationHotelorResorttimeontheduedateofarrival(orothertimeasspecifiedintheCompanyReservationSystem),exceptforGuaranteedAllNightReservationsandreservationssecuredbyadvancedeposits,eachofwhichmustbehelduntilcheck-outtimethenextday.WhereHotelsandResortshaveuniquearrivalmodessuchasbywaterorlimitedairservice,thismayvary.AnychangemustbeclearlyidentifiedintheCompany’sReservationSystem. 预订必须被保留到客人预抵店日的下午六点钟,(或者是在公司预订系统上所指定的其它时间。)除非有预付款担保，房间可保留整晚，直到翌日结算。由水路或空乘原因，酒店可适应调整。任何变动必须在公司预订系统中明确。A1.02 TheHotelorResortmusthonourtherateandsmokingpreference(S/NSroom)thathasbeenconfirmedtothecustomer.Whenacustomer’sconfirmedsmokingpreference(S/NSroom)isnotavailable,thecustomeristobeofferedthefirstnight’sstayfreeofcharge,ormaybeupgraded. 酒店必须尊重与客人确认过的房价和吸烟的偏爱；当客人到达时已经没有吸烟房了，有权要求第一晚免费或者房间升级。A1.03 Ifareservationismadeatleastsevendaysinadvanceofthearrivaldate,writtenconfirmationmustbeofferedandprovided,ifdesired,byamethodagreeabletothecustomer:facsimile,e-mailorpost. 如果是被要求提前至少七天的预订，必须提供书面的确认，通过一种适当的方式给客人如：传真、邮件或者邮寄。A1.04 HotelsandResortsmustacceptanyofthefollowingtosecureaGuaranteedAllNightReservation: 酒店必须接受下例担保预订：Paymentofadvancedepositincash,bycertifiedchequeormoneyorder,oracceptablecreditcarddetailsusablebytheHotelorResortforpayment,includingtax(s).提前现金担保、保付支票或者汇票、酒店所接受的信用卡支付，包括税。AtravelagentARC/IATAnumberthathasbeenpre-approvedforGuaranteedAllNightReservationsbyBassHotels&Resorts.已由洲际集团批准的ARC/IATA旅行社的客人。AreservationoncreditwillbeauthorizedbytheCreditmanager,AssistantControllerorController.能被信用经理，助理财务总监，财务总监审核通过的预订。A1.05 EachHotelandResortmustpayatravelagentcommissionforreservationsmadebythetravelagentasestablishedbythecustomandpracticeofthetravelindustryandthecountryinwhichtheyoperate,orindividualarrangementbetweenspecifictraveloperators. 每个酒店必须支付佣金给那些为它带来客人的旅行社，或建立协议关系的客源中介或单位。A1.06 Intheeventofano-showonaGuaranteedAllNightReservation,theHotelorResortmaychargetheguestforthefirstnight’sroomrateonly,plusapplicablelocaltaxes.对于担保预订未来入住，酒店将收取客人的第一晚房费加上适当的地方税。A1.07 Companiesandassociationsmustbepermittedtoguaranteegroupguestroomsifpropercreditarrangementshavebeenpreviouslymade. 如果正式的协议已提前达成，酒店与协议单位必须保证团队客人的房间。 A1.08 AllBassHotels&ResortsmustensurethatPriorityClubmembersalwaysreceivethepointsorairlinemilestowhichtheyareentitled,atthequalifyingrate.PriorityClubmember’sreservationsandconfirmationsmustincludetheprogramnameandmustbeprocessedthroughtheCompanyReservationSystem.所有洲际集团酒店必须确保优选俱乐部成员始终能够在合格的房价基础上接收到相对应的积分或者航空里程数。优选俱乐部成员的预订和确认必须包括优选俱乐部的名称和通过公司预订系统跟踪处理。A1.09 GuestServiceEmployeesmustenterallreservationsandcancellationsintotheCompanyReservationSystem,ortheappropriatemanagementsystem,andmustissueareservation/cancellationnumbertothecustomer. 员工必须将所有的预订和取消预订输入公司预订系统，或者管理系统，并且必须将预订号/取消预订号给客人。 DISHONOUREDRESERVATIONS 拒绝预订A1.10 Intheeventthatanoverbookingoccursduetoanycircumstance,andaroomisnotavailabletoaguestholdingaconfirmedreservation(priorto6:00pm),oraGuaranteedreservation,theHotelorResortmustfindsuitableaccommodationatanotherBassHotelorResortifavailable,oranothercomparableandconvenientlodgingfacility. 超额预订情况下，不接受客人保留到六点钟之前的预订或者担保预订，酒店将为客人寻找同一品牌或者星级相当的酒店入住。A1.11 TheHotelorResortmustalsooffertoreimbursethecustomerforanyreasonableexpensesincurredbythechange,includingtransportationandthecostoftelephonecallsnotifyingthechangetofamily. 酒店必须为客人提供合理的费用，包括交通费和电话通知家人所产生的费用。For6:00pmreservations,theHotelorResortmustreimbursethecustomerforthedifference,ifany,inthefirstnight’slodgingrate,ifthecustomerarrivesby6:00pm.下午六点钟的预订，ForGuaranteedAllNightReservations,theHotelorResortmustpaythefullcostofthefirstnight’slodgingrate,plustax,atanotherBassHotelorResort,oratanotherconvenientandcomparableHotelorResort.担保预订酒店必须为客人在同等品牌或者星级的酒店支付第一晚的全部费用加上税。Ifthecustomerhaspaidanadvancedeposit,thismustberefundedtotheguestinadditiontothepaymentsdescribedabove.如果客人已经或者提前支付押金，将会退还给客人，另外将对此作出以上描述。A1.12 Forgroups,a“walkedroom”mustcounttowardtheircontractedcomproompolicy(e.g.,“onecomproomforevery50roomsoccupied”,etc). 对于团队，散客房必须按照合同，如五十间团队房获得一间免费房。 ADVANCEDEPOSITS 预付押金A1.13 BassHotels&Resortsmayrequiregueststopayanadvancedeposit,includingtax,forreservations.Thereservationwouldthenbe‘Guaranteed’. 洲际集团要求客人为预订提前支付押金包括税。这些预订被称为“担保”预订。A1.14 Hotels&ResortsrequiringadvancedepositsmustbeidentifiedassuchintheCompany’sReservationSystemifadvanceddepositsarerequiredduringspecialeventperiods. 酒店要求预订押金必须在公司预订系统中确定，在特殊的活动期间预付押金是有必要的。A1.15 Advancedepositsmaynotexceedtheroomrate,includingtax,forthenumberofnightstheHotelorResorthasestablishedasaminimumstay,(9nightsmaximum)intheCompany’sReservationSystem,withtheexceptionofapackagepricethatincludesadditionalhotelcomponents,(e.g.:F&B). 预付押金不能超过它的房价和税，酒店在公司预订系统中制定了最少入住天数（最多入住九晚），除了一些由餐饮部组成的包价。A.1.16 AdvancedepositsmustbepaiddirectlytothedestinationHotelorResort. 预付押金必须直接付到酒店所规定的地点。A1.17 ThedestinationHotelorResortmustacceptreservationprepaymentsincash,bypersonalcheque,bycertifiedcheque,moneyorderorBassHotels&Resortsapprovedcreditcard. 酒店必须接受的预付押金有现金、个人支票、保付支票、汇票或者集团所接受的信用卡。 CANCELATIONPROCEDURES 取消预订的程序 FIT 散客A1.18 EachHotelorResortmayestablishitsownindividualrefundpolicyforcancellationsinvolvingadvancedeposits.Todothis,theHotelorResortmustselectacancellationdeadlineoffromone(1)tonine(9)dayspriortothearrivaldate.(ForspecialeventsdesignatedintheCompanyReservationSystem,HotelsandResortsmayselectacancellationdeadlineoffromonetothirtydays),TheHotelorResortmustrefundthefulldepositifthecustomer’scancellationcomplieswiththispolicy.每个酒店集团将建立自己独立的退还预付押金的政策，对此酒店必须选择A1.19 Ifareservationismadewithintheestablishedcancellationperiod(i.e.onetoninedayspriortothearrivaldate),andthenthecustomercancelsthereservation,theHotelorResortmayrequirethecustomertoforfeittheentireadvancedeposit.Theno-refundpolicymustbecommunicatedtothecustomeratthetimeofreservation. 如果预订是在所规定的取消范围内（在抵达前的一至九天），客人取消了此类预订，A1.20 TheHotelorResortmustdetermineindividuallywhatappropriateadjustmentshouldbemadeifacustomercancelsafterthedeadlineduetopersonalemergencies. 酒店必须作出个别的、适当的调整像有些客人在最后期限取消了预订是出于一些个人紧急事件。A1.21 TheHotelorResort’sadvancedepositcancellationpolicy(i.e.thenumberofdays,fromonetonine),mustbelistedintheCompany’sReservationSystem.Also,theHotelorResortmustclearlycommunicateandconfirmthecancellationpolicyinwritingtotheguest. 酒店担保预订取消政策（一至九天）必须例在公司预订系统内，并且必须清楚的与客人书面确认。A1.22 HotelsandResortsthatdonothaveanadvancedepositpolicymustrefundthecustomer’sprepaymentifcancellationisreceivedby18:00h,destinationHotelorResorttimeonthearrivaldate(orothertimeasspecifiedintheCompany’sReservationSystem). 酒店没有预付押金的政策，如果客人在六点钟取消预订必须将押金退还给客人。 GROUPA1.23 Theseproceduresdonotapplytoagroupreservationoften(10)ormorerooms. 这些程序不适用于十间或以上的团队预订。A1.24 Confirmedgroupsandtourswillbeonanestablishedgrouppolicy/agreement 团队的取消将会有规定的政策或协议。A1.25 Timelyreceiptofgroupdepositswillbeensuredtominimizecreditrisk(localconditionsapply). 及时的收到团队的押金将确保将是信誉冒险的最小化。（适用于当地）A1.25 Acreditpolicywillbeestablished,dependingonlocalconditions.EveryFrontOffice,ReservationsandSalesstaffwillbemadefullyfamiliarwiththepolicy. 信用政策将被根据当地状况确定，每一个前厅部，预订部和销售部员工将对此政策非常的熟悉。A1.12 Forgroups,a“walkedroom”mustcounttowardtheircontractedcomproompolicy(e.g.,“onecomproomforevery50roomsoccupied”,etc). 对于团队免费房必须得到控制（如达到五十间团房得到一间免费房。）A2 CHECK-IN 入住A2.01 Check-inprocedureshouldbecompletedwithin1.5minutes. 在十五间分钟内应该结束入住程序。A2.02 Staffwillaskmethodofpaymentofcustomerandopenfoliosasnecessary 员工应该询问客人付款方式。A2.03 MethodsofPayment-AllBassHotels&Resortsworldwidemustacceptthefollowingcreditcardsforanytransactionoranyothercardapproved,unlessspecificregulationsprohibit: 付款方式–所有的洲际集团必须接受以下的信用卡交易，或者其它任何一种被批准的卡，除了特殊的被禁止的：AmericanExpress 美国运通DinersClub 大莱JCB 日本JCBMasterCard 万事达OptimaVisa 维萨信用卡A2.04 Ifacustomerispayingbycreditcard,animprintwillbetakenatcheck-in. 如果客人用信用卡结帐，在入住时要刷卡。A2.05 AllBassHotels&ResortsworldwidemustacceptprepaidGuestCertificates.Formoreinformation,contactBassHotels&ResortsMarketingDepartment. 所有洲际集团必须接受客人已预付款的证明，更多的信息与洲际集团联系。A2.06 AllHotels&Resortsmustalsoacceptdebitcardsfromandoftheabovecreditcardcompaniesforanytransaction. 所有洲际集团必须接受以上信用卡公司的借记卡交易。A2.07 Acashpre-paymentwillbeobtainedforguestswhodonothaveapprovedcredit. 客人被要求付现金，是因为此客人没有被批准挂帐。A2.08 Acreditlimitcodewillbeenteredforeachguest,dependinguponbillinginstructionsormethodofpayment. 根据帐单的指示或者付款方式，每位客人要输入信贷限额代码。A2.09 RackRatevouchersthathavebeenissuedbyBassHotels&ResortsatapprovedtravelagenciesmustbeacceptedbyallBassHotelsandResortsworldwide.Thisvouchertypeismerelyaformofdirectbilling. A2.10 ForthoseRackRatevouchers,andARC/IATA/TACPnumbermustbeincludedinthereservation,andtheHotelorResortmustbillthefull(Gross)amount.CommissionwillbepaidtothetravelagentonamonthlybasisviatheTravelAgentCommissionProgram(TACP). 这些门市价，必须包括在预订，酒店必须开总费用的帐单，每月一次酒店将根据旅行社佣金程序支付给旅行社相关的佣金。A3 BANKING/CASHIERSERVICES 银行业/银行服务 CURRENCYEXCHANGE 流通兑换A3.01 ForeignCurrencyexchangeservicewillbeavailable24hoursdaily,withexchangeratesforthemajorcurrenciesandtheHotelorResort’sprimaryinternationalmarkets,clearlyvisibleandupdated. 外币兑换服务将每天二十四小时营业，对换率A3.02 Themark-up/commissionforforeignexchangeservicewillbewithinthelocalindustrystandardsofeachHotelorResort. 外币兑换的毛利、佣金在每家酒店所在地的工业标准之内。A3.03 Anexchangereceiptwillindicatecustomername,roomnumber,date,amount,currency–localvalue,andwillbeproducedforallforeigncurrencychanges. 兑换的发票将显示客人的名字、房号、日期、数量、当地的兑换率， PERSONALCHEQUES 个人支票A3.04 PersonalchequecashinguptoUS$200(orlocalcurrencyequivalent)perstay,subjecttocashavailabilityattheHotelorResort,shallbeoffered,providedthecustomer: 个人支票兑现等于每次入住的二百美金（或者当地目前相当的价值），要根据酒店现金允许的情况下，将会提供给客人。isregisteredandstayingattheHotelorResort,andhasanAmericanExpressorDinersClubcreditcard,whichcanbeusedtoguaranteepaymentofthecheque,andthecustomerispayingforthestaywiththecard,andagreestopayanybankservicechargesimposedontheHotelorResort.入住酒店时美国运通或大莱卡能够为支票作担保，客人用卡结帐，同意支付任何银行的服务费。Inaddition,aninternationalchequecanonlybeacceptedifthesignatureischeckedwithphotoIDandtheguest’spassportnumberandsignatureisappliedtothebackofthecheque.一张国际支票要检查签字是否与照片上的签字一致、身份证号码和护照号码、支票背面的签字是有交效的。A3.05 HotelsandResortsinlocationswhererequiringacreditcardnumbertoguaranteepaymentofachequeisprohibitedbylaw,areexemptfromofferingchequecashing. 酒店的位置A4 SAFEDEPOSITBOXES 保险箱A4.01 SafeDepositboxesareavailabletoallcustomersfreeofcharge,24hoursaday,howeverguestsshouldbeencouragedtousethein-roomsafe,whereavailable. 保险箱为所有客人二十四小时提供，然而客人被鼓励使用房间内的保险箱。A4.02 Customer’ssafedepositboxeswillhaveadouble-keyopeningsystem 客人房间内的保险箱设置了同时使用两反钥匙才能开启。A4.03 Safedepositboxkeyswillnotbemarkedwiththeboxnumberandnoduplicatekeysheld.Acodedsystemwillbeusedwhichonlythedesignatedstaffsunderstand. 保险箱钥匙不会用箱子号码作标记，没有第二把存放，密码只有指定的员工知道。A4.04 Customerwillsignacontrolcard,indicatingtheirroomnumberandacknowledgement/agreementtothetermsandconditionsofsafedepositboxuse,includinglostkeycharge. 员工会填写控制卡片，A4.05 Priortoeverysafedepositboxaccess,thecustomer’ssignaturewillbeverified.在存取保险箱的时候，要核实客人的签字。A4.06 Uponcompletionofeachaccess,thecustomerwillsigntheindividualcontrolcard. 保险箱用完之后，客人要填写个人控制卡片。A4.06 Ifthesafedepositboxistobeforcedopeninanemergency,securitywill,inthepresenceofthecustomer,Dutymanagerandanotherhotelofficer,forcethesafedepositboxopen,recordinoccurrencebook,witnessandsignovercontentstoguest.Theboxwillberepairedatcustomer’sexpenseasnotifiedundertermsandconditionsonSafeDepositcard. 如果保险箱在紧急下被强迫打开，保安、值班经理和另外一个酒店领导要在场，强行打开保险箱，将此事记录下来，证人签字。A4.07 SafeDepositfacilitieswillbeadvertisedineveryguestroom. 每间客人房间保险箱内的贵重物品将被记录下来。A4.08 SafeDepositcardswillbefiledtomaintainsecurity. 为了安全保险箱登记卡会被归档。A5 CHECKOUT 结帐离店A5.01 Check-outprocedureshouldbecompletedwithin1.5minutes.Waitingtimeshouldnotexceed3minutes. 结帐程序应在一点五分钟内完成，等待的时间不能超过三分钟。A5.02 Customer’snameandroomnumberwillbeverified. 核实客人的名字和房号。A5.03 Askthecustomerifthestaywassatisfactoryandimplement100%GuestsatisfactionGuarantee,ifappropriate. 在适当的情况下询问客人入住是否满意。A5.04 Askaboutlastminutecharges,suchasmini-bar,andpostthemtocustomer’saccountaccordingly.Thecustomer’swordmustnotbesecond-guessed. 询问在结帐之前一分钟是否有消费，例如迷你吧，如有抛到客人的帐单内，对于客人的话不要有第二种猜测。A5.05 Iftwoormorefoliosweresetup,checkthatnoextraswerepostedtomainaccount.设立两页或更多的帐单,检查没有额外的费用需抛入到主帐里。A5.06 Foliowillbeprintedoutandpresentedtotheguestforverification,withpostingsexplained,ifnecessary.Customerbookedthroughtravelagencieswithavoucherwillnotbeabletoviewtheroomrate. 帐单打印出来给客人确认，如有需要向客人解释。旅行社的客人不能给客人看帐单。A5.07 Originals(topcopies)ofallchargedocketswillbereadilyavailableatthecashier/receptionuntilcustomerchecksout. 在客人结帐离店后将产生费用的原始帐单交给财务部。A5.08 Aformofpaymentwillbeposted. 付款凭证投入帐单箱。A5.09 Ifpaymentiswithacreditcard,customerwillbeaskedifthesamecardaspresentedatcheck-in(andusedforpre-authorisation)willbeusedtosettletheaccount.Ifso,thefloorlimit,signatureandexpirationdatewillbecheckedifobligedtodosobythecardissuingcompany.Ifthecustomerusesanothercard,thepreauthorisationwillbecancelledandthechargewillbeprocessedwiththenewcard. 如客人用信用卡结帐，要求用入住登记的同一张卡（用于取授权）结帐。假如这样的话Thecustomerwillsigntheapprovedcreditcardslip.Thiswillbeattachedtoacopyofthereceiptedbillandpresentedtothecustomer.刷卡后客人签字，然后将复印件装订到帐单发票后面呈现客人。A5.10 Customerwillsignbillifaccountisapprovedtobechargedtomasteraccountforgroupbusiness. A5.11 ExpressCheck-out/QuickCheck-outmustbeofferedtoallguestspayingwithacreditcard. 酒店将给所有客人提供使用信用卡快捷结帐。A5.12 IftheguestelectstousetheExpressCheck-out/QuickCheck-outservice,thefollowingprocedurewillapplyforcheckout: 以下是客人快捷结帐的程序：Theenvelopecontainingthepre-printedfoliomustbepassedcompletelyandsecurelyundertheguestroomdoorbefore06:00honthedayofdeparture.在客人离店的当天下午六点钟，将打印好的帐单放在信封内安全的放在客人房间的门下面。WhentheHotelorResorthasexteriorcorridorsorwhentheenvelopecannotbepassedcompletelyandsecurelyundertheguestroomdoor,thepreparedenvelope(whichincludesthepre-printedfolioandcreditcardreceipt)mustbeavailableby06:00hforpickupbytheguestatthefrontdesk.(Deliveryoftheenvelopetotheguestroom,onrequestoftheguest,isoptional).当信封不能安全的放在客人房间的门下面Deliverysystemsandenvelopesmustbesecureandprotecttheconfidentialinformationoftheguest,includingcreditcardnumber,nameandhomeaddress.传递系统和信封必须安全，保护一些客人的保密信息，包括信用卡号、姓名和家庭住址。Foliosmustnotbeleftoutsidetheguestroomdoororinalocationthatisaccessibletoanypersonotherthantheguestcheckingout.帐单不能留在客人房间的门外面或者任何人都能拿到的地方。AnapprovedExpressCheck-out/QuickCheck-outenvelopewithspecificationapprovedbyBassHotels&Resortsmustbeused.必须用洲际集团所认可的快捷结帐信封。Procedureforlatechargeswillfollowestablishedprocedureforlatecharges.下面为追帐的程序：Theguestsignatureonfilewillbeusedforchargeauthorization.被存档起来的客人的名字将被用于费用的授权。A5.13 AsecureExpressCheck-outDepositBoxwillbelocatedatornearbythefrontdesk.ThedesignwillbeapprovedbyBassHotels&ResortsandwillbeclearlyidentifiedasExpressCheck-out. 安全的快捷结帐押金箱应该放在前台旁边,设计由洲际批准,快捷结帐时识别要清楚。A5.14 ExpressCheck-out/QuickCheck-Outreceiptswillbemailedthesamedayasthecustomerdeparts.。 快捷结帐的发票应该在客人退房的同一天发出去。A5.15 ElectronicCheck-out-Ifaguestelectstocheckoutandfinalizetheiraccountviatheirguestroomtelevisionorelectronickiosk,individualprograminstructionsonthescreenwillbefollowedbytheguest.Inmostcases,theguestmayelecttocollectacopyofthereceiptedbillfromanidentifiedlocationatthefrontdesk/lobby.Ifthecopyisnotcollected,theHotelorResortwillsendthecustomer’scopybyregulardomesticmailorinternationalairmailonthesamedayasthedeparture. 电子结帐–通过电视结帐，客人根据个人的电视屏幕上的节目批示一步一步做下去，大多数的客人会选择大堂确定的地方要一张帐单，如果发票没有给客人，酒店会在客人结帐的同一天给客人将发票寄过去。Procedureforlatechargeswillfollowestablishedprocedureforlatecharges.追帐的程序要根据规定的程序去做。Theguestsignatureonfilewillbeusedforchargeauthorization. 客人被存档的名字可用于取授权。A6 FOOD&BEVERAGEOUTLETS 餐饮A6.01 Acheckorbillwillbeopenedassoonasorderistaken. 一点菜就有帐单。A6.02 Ifabillischargedtoahotelguestroom,anameandroomnumbermustbeclearlyprintedbythecustomerinadditiontothecustomer’ssignature,uponfinalpresentationofthebill. 如果费用挂到客人的房间，客人的姓名、房号、客人的签字必须清楚的在帐单上，以便向客人解释帐单。A6.03 AllchargestoroomaccountswillbepostedtotheFrontOfficesystemviathePointofSalessystemassoonasthecustomerhassignedthebill.。 所有费用都挂入房帐，客人一签完字前台员工通过销售价值抛入前台电脑系统中。 A6.04 AllcashpaymentswillbepostedviathePointofSaleandacopypresentedtothecustomerwiththecharge. 所有的现金付款通过销售价值将被抛入电脑，所产生的费用将有一联给客人。A6.05 Ifcreditcardpayment,customer’ssignatureistobeverifiedagainstthecard,thencardslipanditemizedbillreturnedtocustomertogetherwithcreditcard. 信用卡结帐，根据客人的信用卡核对客人的签名，然后刷卡并向客人逐条解释所产生的费用，最后将帐单与信用卡还给客人。A6.06 Serverwillcheckthebilltoensureproperitemizationandactualorder. 服务器会自动识别帐单确保正确有序。A6.07 Allordersarerunginthepointofsalesystemimmediately 将所有的销售定单全部输入到销售系统.A6.08 Billwillbepresentedtothecustomerwithintwominutesafterrequest,inafolderoronatraydependingonoutletandbrand,togetherwithabrandedpen. 帐单在客人提出前两分钟之内给客人，根据营业点将帐单放在统一的文件夹内。A6.09 Paymentwillbecollectedwithinthreeminutesofpresentingthebill. 付款方式在给出帐单后三分钟内确立。A6.10 Guestcheckswillbeprocessedwithinthreeminutesofpaymentorsignature.Forcashandcreditcardpayments,areceiptwillbepresentedtothecustomerwithinthistime 客人检查帐单、结帐、签字应在三分钟之内。现金或者信用卡结帐时发票也要在这个时间内给出。A.6.11 Accuratechangecourteouslyandpromptlygiventogetherwithreceipt,inafolderoronatraydependinguponbrandandoutlet. 正确有礼貌地将零钱与发票找回客人。A6.12 Ifcustomerishotelresident,signatureacceptedtogetherwithprintednameandroomnumberverified. 如果客人在酒店居住，要核对客人的签字、姓名以及房号。A6.13 Duringservice,noguest-checkswillbevisibletothecustomer. 如果没有客人入人住时,将把这种服务转到己经存在的客人.A6.14 Minimum1xPOSsysteminplace(i.e.:terminalwithprinter). 每一个区域最低限度设置为一个收银系统.A6.15 ServersaretrainedinplacingordersthroughPOSsystem. 一个区域的服务培训全部连接到收银系统.A6.16 VoidrecapwillbecompleteddailyandsignedbytheF&BManager A7 GUESTCOMPLAINTS 客人的投诉A7.01 AllguestcomplaintswillbehandledinaccordancewithapplicableBassHotels&ResortsRulesofOperation.RulesofOperationwillbeavailableon-lineandthroughwrittenaddendumtothismanual. 处理客人的投诉应该与洲际集团的运转规则相一致，A7.02 Writtencomplaintsaretoberecordedandacknowledgedwithineighthoursandansweredwithintwoworkingdaysbyrelevanthotelexecutive. 在八小时内将投诉记录下来，在两个工作日之内给予作出答复。A7.03 Ifano-showbillinghasbeenprocessedandisquestioned,theBassHotelorResortmustcreditthecustomer’screditcardaccount(orequivalent),providedBassHotels&Resorts’recordsdonotindicateahistoryofbillingcomplaintsforthatcustomer. 没有人付费的帐单，洲际集团必须A7.04 Smoking/Non-Smoking-BassHotelsandResortsarerequiredtodeliversmoking/non-smokingguestroompreferencethatanindividualhasbookedandconfirmedeitherthroughaCentralReservationsOfficeortothehoteldirect,asconfirmedbyS/NSinthecomment/servicesfieldintheCompany’sReservationSystem.IfaResortorHoteldoesnotdeliverthereservedandconfir