國(guó)際酒店前廳管理手冊(cè)前臺(tái)接待23-02 電腦系統(tǒng)故障的應(yīng)對(duì)方案Down time handle and down time report

1、國(guó)際酒店前廳部操作手冊(cè)酒店管理之家前廳部Front Office前臺(tái)服務(wù)程序LOCAL STANDARD OPERATING PROCEDURES國(guó)際酒店管理資料手冊(cè)International Hotel Management Information Manual前臺(tái)是展示酒店的形象、服務(wù)的起點(diǎn)。對(duì)于賓客來(lái)說(shuō)，酒店大堂前臺(tái)是接觸我們酒店的第一步，是對(duì)酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運(yùn)作程序手冊(cè)的目的制訂本手冊(cè)是為了說(shuō)明酒店管理前廳部標(biāo)準(zhǔn)運(yùn)作的政策和程序，確保前廳部運(yùn)營(yíng)及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓(xùn)的指導(dǎo)。使前廳部員工了解前廳的作用，了解前廳運(yùn)作及管理的政策

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地標(biāo)準(zhǔn)操作程序LSOP No.:RM-FO-GS-23-02Effective Date:Division:Rooms辦公室Revised Date:Section:Front Office前廳部Prepared by : Approved by 批準(zhǔn)人:_SUBJECT:Down Time Handle and Down Time Report 電腦系統(tǒng)故障的應(yīng)對(duì)方案_OBJECTIVE目的：Ensure Front Office前廳部 ambassador be able to continue to oper

3、ate with a minimum inconvenience to guests.如前臺(tái)電腦系統(tǒng)故障或維修應(yīng)盡量減少給客人造成的不便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.如前臺(tái)電腦系統(tǒng)故障或維修應(yīng)盡量減少給客人造成的不便。前臺(tái)接待必須能夠繼續(xù)按前臺(tái)手工操作程序正常工作。PROCEDURES 程序

4、： Reception前臺(tái): Necessary 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 每隔四小時(shí)(06:00, 10:00, 14:00,18:00,22:00點(diǎn))在電腦系統(tǒng)中做一次資料備份以便電腦出現(xiàn)問(wèn)題時(shí)使用。The Front Office前廳部 Manager,

5、 Guest Service Manager 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.在電腦系統(tǒng)故障時(shí)，前廳部經(jīng)理，賓客服務(wù)經(jīng)理和當(dāng)班主管負(fù)責(zé)協(xié)調(diào)前廳部順利開展工作，并保證所有信息及時(shí)更新。The manual operation will con

6、tinue even after the 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 即使電腦系統(tǒng)恢復(fù)還必須進(jìn)行一段時(shí)間的手工操作，直到將電腦系統(tǒng)故障期間的所有信息輸入電腦更新完畢為止。4 Where possible, guests will not experience any inconvenie

7、nce during this time. 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為了避免在電腦系統(tǒng)故障時(shí)給客人帶來(lái)不便，如果電腦系統(tǒng)故障可能影響到客人結(jié)賬，要事先通知客人，建議用信用卡結(jié)賬的客人使用快速結(jié)賬服務(wù)。5 Print reports before a p

8、lanned system down1 x 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

9、availability (for Front 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辦公室 report (for Front Desk and Housekeeping)1 x group arrivals report系統(tǒng)故障前打印的報(bào)表如下：一份預(yù)抵客人報(bào)表一份外幣兌換率報(bào)表一份離店客人賬目報(bào)表客人賬目報(bào)表三份住店客人報(bào)表(給前

10、臺(tái)，禮賓部和賓客服務(wù)中心)三份按照客人姓氏打印的報(bào)表(給前臺(tái)，禮賓部和賓客服務(wù)中心) 三份留言報(bào)表(給前臺(tái)，禮賓部和賓客服務(wù)中心)兩份可賣房報(bào)表(給前臺(tái)和管家部)兩份房態(tài)報(bào)表(給前臺(tái)和管家部)兩份離店客人報(bào)表(給前臺(tái)和管家部)兩份預(yù)留房間報(bào)表(給前臺(tái)和管家部)一份團(tuán)隊(duì)預(yù)抵報(bào)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 Fron

11、t Desk, Concierge, GSC and Housekeeping when a system down situation occurs6以上報(bào)表必須放在指定的位置。打印好新報(bào)表后要將過(guò)期報(bào)表處理。在電腦系統(tǒng)故障時(shí)，最新報(bào)表要發(fā)給前臺(tái)，賓客服務(wù)中心，禮賓部和管家部。7 If a “system down” suddenly happened, inform I.T department immediately and use the previous night audit report. 7如與未經(jīng)通知而突然發(fā)生系統(tǒng)故障，立即通知電腦部。使用前一天的夜審報(bào)告，繼續(xù)為客人提供服務(wù)

12、。8 When guests arrive, register 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

13、 the Executive Club GSA 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 當(dāng)客人抵店時(shí)，按照正常程序登記，在可賣房報(bào)表圈出已檢查空房給客人。用鉛筆在登記卡注明登記客人姓名，房間號(hào)碼。最后在預(yù)抵客人報(bào)表注明“客人已到”。通知賓客服務(wù)中心客人已經(jīng)入住，為客人開電話外線。如果客人住在行政樓

14、層，要通知行政樓層賓客服務(wù)員。將客人登記卡放入事先準(zhǔn)備好的文件架內(nèi)，以便電腦系統(tǒng)恢復(fù)時(shí)集中輸入電腦。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 sa

15、me day.Attach all back up to folio and place in pre-determined tray for updating later.Note that room is now “Vacant Dirty”.Advise GSC and Housekeeping. 當(dāng)有客人離店時(shí)，查閱最新離店客人賬目報(bào)表。手工加入客人未入賬目。按照付賬方式手工收取費(fèi)用，并在報(bào)表注明實(shí)際收費(fèi)金額和實(shí)際付賬方式。通知客人酒店當(dāng)天會(huì)郵寄賬單給客人。將賬單放入指定的文件架，以便集中輸入電腦。在房態(tài)報(bào)表注明房間“待清潔空房”。通知賓客服務(wù)中心和管家部客人已經(jīng)離店。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 registration card.通知其它部門將客人賬單送到前臺(tái)直到電腦系統(tǒng)恢復(fù)為止。將收到的客