FO-SOP酒店標準操作程序-前廳部(中英文對照)

PAGESTANDARDOPERATINGPROCEDURES標準操作程序POLICYNO. SUBJECT編號標題FO-DM-001DutyCheckList工作檢查表FO-DM-002BombThreat

炸彈威脅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客人抱怨和爭執(zhí)FO-DM-007RequestforDoctor/Hospitalization求醫(yī)要求/住院治療的要求FO-DM-008Fights爭斗FO-DM-009Fire火災FO-DM-022Lost&Found丟失和發(fā)現(xiàn)FO-DM-024SafetyBox 保險箱FO-DM-028IncomingFaxes/Emailatnighttime夜間接受傳真/電子郵件FO-DM-030Valuables貴重物品保管FO-DM-031GuestBirthday客人生日FO-BC-002Incomingfaxes接收傳真FO-BC-005MeetingRoomRental會議室租用FO-BC-006OutgoingFax發(fā)送傳真FO-BC-007DHL/EMS/CourierServicesDHL特快專遞FO-CON-002BaggageServiceforArrivals行李抵達服務FO-CON-003BaggageServiceforDeparture行李離店服務FO-CON-004BaggageServiceforgroupArrivals團隊行李抵達服務FO-CON-005BaggageServiceforgroupDeparture團隊行李離開服務FO-CON-006BaggageStorage行李貯存服務FO-CON-007Brochures,MapsandDirections指引冊，地圖，導游冊FO-CON-008Flags旗幟FO-CON-009AllIncomingItems 所有收入條款FO-CON-010Newspapers報紙FO-CON-011OutgoingItems外送物件FO-CON-013RoomingGuest陪同客人進房間FO-CON-014ShuttleBus班車FO-CON-015Outdatedmail,faxesandparcels過期的郵件，傳真和包裹FO-CON-016PagingService呼叫服務FO-CON-017postalexpressservice郵政快遞服務FO-CON-018Taxibookingandarrangement出租車預訂及安排FO-CON-019Trolley 手推車服務FO-CON-020Umbrella雨傘服務FO-CON-AR-001Airportsendoff機場送行FO-CON-AR-002AirportPickUp機場接客FO-CON-AR-003AirportLostLuggage行李丟失FO-CON-AR-004VIPArrive-Limousine接重要客人-豪華轎車FO-CON-AR-005VIPArrive-(ByTaxi)接重要客人（用出租車）FO-CON-AR-006MobilePhone移動電話FO-CON-DRICER-001HouseUse/ComplimentaryVehicle酒店自用/免費用車FO-CON-DRIVER-002LimousineAvailability 大型轎車使用率FO-CON-DRIVER-003LimousineCleaning&Maintenance 大型轎車清潔和保養(yǎng)FO-CON-DRIVER-004Mileage/PetrolControl 運程/汽油控制FO-CON-DRIVER-005LimousineRequest 用車申請FO-CON-DRIVER-006TheResponsibilityofDriver 司機責任保證FO-EF-007GuestPreference客人愛好FO-EF-008ExecutiveFloorCheckIn行政樓層入住FO-EF-009Hosting 招待FO-FD-010ComputerDown計算機系統(tǒng)崩潰FO-FD-011ForeignCurrencyExchange外幣兌換FO-FD-016InternalTraceReport內(nèi)部事務報告FO-FD-017KeyControl鑰匙控制FO-FD-018Lost&FoundatCheckIn失物招領FO-EFM-012VIPCheckIn重要客人入住FO-EFM-016AllegedTheft偷竊FO-EFM-017GuestComplaintsandDisputes客人抱怨和爭執(zhí)FO-EFM-018Complimentary/HouseUse免費房使用FO-EFM-020RequestforDoctor/Hospitalization求醫(yī)要求/住院治療FO-EFM-023LostandFound失物招領FO-EFM-024SafetyDepositBoxesKeyInventory保險箱鑰匙清單FO-EFM-025SafetyBox保險箱FO-EFM-027Valuables貴重物品保管FO-EFM-028In-HouseClinic酒店醫(yī)療中心FO-EFM-029GuestBirthday客人生日FO-EFM-030GuestJoin-InAuthorization會員加盟授權FO-EFM-031GuestComments客人意見FO-EFM-032BookingatotherPlazaRoyaleHotel豪廷酒店網(wǎng)絡內(nèi)約定FO-EFM-033HotelEvents酒店活動FO-TEL-001TelephoneControlDDD/IDD國際/國內(nèi)長途電話控制FO-TEL-002CallAccountingSystem電話記費系統(tǒng)FO-TEL-003CallBarringandUnbarring電話禁呼和解禁FO-TEL-004DoNotDisturbFeature 請勿打擾事宜FO-TEL-005GuestLocatorFeature為客人接電話至指定地點FO-TEL-006IncomingCalls接聽來電FO-TEL-007OperatorAssistedCalls接線員輔助呼叫FO-TEL-008PABXAdcomFaxSystem專用交換機傳真系統(tǒng)FO-TEL-009PABXAdcomMailSystem專用交換機郵件系統(tǒng)FO-TEL-010PublicAddressPagingSystem公共提示標志FO-TEL-011WakeupCall叫醒服務FO-TEL-012Personalcalls私人電話FO-001BaggageService行李服務FO-002BusinessCenterService商務中心FO-003EngineeringService工程服務FO-004HandlingGuestComplaints處理客人投訴FO-005HandlingIncomingCalls處理來電FO-006HousekeepingService客房服務FO-007RoomService-IncomingCall客房送餐來電FO-008In-RoomDiningOrder客房用餐預訂FO-009RunnerService特殊服務

FrontOfficeTermstoKnow前廳部須知A.H.&M.A.AmericanHotelandMotelAssociation.美國飯店及汽車旅館協(xié)會AccommodateApromiseofaroomforaguest–ifnotinthathotel,thenacommitmenttofindaroomelsewhere.對客人保證客房的承諾AdjoiningRoomsTwoormoreroomssidebysidewithoutaconnectingdoorbetweenthem.Inotherwords,roomscanbeadjoiningwithoutbeingconnecting.兩間或兩間以上并排的、之間沒有房門直接聯(lián)系的房間。換言之，即相互毗鄰但不連接的房間。Adjust/AdjustmentAcorrectionofanerrorthatoccurredonapreviousday.對于之前發(fā)生的錯誤給予的修改AdvanceDepositPrepaymentofroomcharges.房間預付款AverageDailyRateTheaverageofrateschargedforguestroomsduringonedayofbusiness.Methodofcomputation:日收取的商務客人平均房價。估算方法:ADR=Totalguestroomrevenuedividedbynumberofroomssold.ADR=賣出房的客房總收入除以賣出的房間數(shù)量。BankFundsissuedtocashierforhandlingguesttransactionswhichmustbebalancedatthebeginningofeachshift.為客人提供的交易資金必須在每次交班的開始時移交給出納.BlockAgroupofroomsheldattherequestofSalesorCatering.一批供銷售或宴請使用的房間。BlockedRoomRoomnumbersassignedinadvanceofarrivalonthesamedayofarrival.房間號碼被事先安排和到達時一樣的房間。BookingAgreementReferencematerialforanumberofreservationsmadeunderacompanyorgroup.為公司或團隊預訂準備的參考材料。BucketTrayusedforfilingguestfoliosbyroomnumberatFrontDesk.在前臺上，用于為客人盛放房間號碼的便條的碟子BucketCheckWhenyoucomparetheroomboardwiththebucket.用門牌號碼和便條比較BudgetCheckAM&PMcomparisonofguestbucketfolioswithroomracktoverifyaccuracyofaccount.上午和下午的客房便條比較，檢測房間帳戶的準確性CatchtheSpiritCatchthetrainingspiritwithour“CatchtheSpirit–PhaseI”educationprogram.Theprogramincludesathree-partvideotrainingseries,facilitator’sguideandcertificationprogramthroughPlazaRoyaleInternational,Inc.,preparedforFrontDesk,HousekeepingandMaintenanceemployees.用“領會精神—1”的課程領會精神。該課程包括三個培訓系列片。豪廷集團將提供指導和給予資格認證，其中涉及前廳部、客房部員工和維修員工。“CatchtheSpirit–PhaseII,”willcontinuetheeducationaltoolsthatsupportline-levelstaff.ThefocusthisyearisontheFrontOfficeProfessionalandLobbyRetailing.“領會精神—2”課程將繼續(xù)這一教育員工工作。并主要針對前廳部的銷售工作。TheFrontOfficevideobasedtrainingprogramisgearedtowardfrontdesketiquette,multi-tasking,handlingguestcomplaintsandsalestechniques.The“VirtualLobby”videowillhighlightthewaystomerchandiseyourlobbytosuccessfullysellallpropertyfeaturesandAmenities.前廳部培訓課程基于前臺禮節(jié)、多重任務、解決客人投訴和銷售技巧。“虛擬大堂”的視頻課程將總結(jié)所有以適宜的特點和令人愉快的事宜銷售的方法。Check-lnHoteldaystartsat6:00a.m.;however,occupancyofroomsbyarrivingguestsmaynotbepossibleuntilaftertheestablishedcheck-outtime(usually1:00p.m.).酒店工作日在早上6點開始，同時，客人離店時間不得超過下午1點Check-Out(verb)Tovacateahotelroom,(takingluggage),turninkeyandpaybill;(noun,hyphenated)aroomthataguesthasofficiallyvacated.Check-outtimeisusually1:00p.m.（動詞）騰出酒店房間，（取走行李），交還鑰匙并結(jié)帳；（帶連字符的名詞）客人正式騰出的房間，一般在1點。ComfortsofHomeEveryPlazaRoyaleguestwillgetallthelittleextrastomaketheirstayevenmorecomfortable:in-roomcoffee-maker,DM/FMalarmclockradio,weekdaynewspaper.Andatparticipatinglocations,theywillenjoyfreelocalphonecallsandnolongdistanceaccesscharges.Justonemorewaytoaddmorevaluetoyourguest’sstay.每一豪廷的客人將得到所有令其舒適的額外服務，如：房間內(nèi)咖啡機、DM/FM警鐘收音機，周報等。在人多的地方接聽電話，他們將不再為長距離的等待而付費，可享受免費的服務。這是又一種令客人的住宿更超值的方式。

CityLedgerFrontaccountturntobackaccount前臺帳轉(zhuǎn)往后臺ClosedDatesDatesonwhichnothingcanberentedbecauseofa“full-house”.由于客滿而無空房的日期CommercialRateRateagreeduponbycompanyandhotelforallindividualroomreservations.經(jīng)過公司同意和酒店提供給個別客人的預訂的價格CommissionPaymentPercentageofroomratepaidtotravelagenciesfortheirhotelbookings.旅行社預訂的房價的百分比。ComplimentaryRoom,CompAroomfreeofcharge.免費房。ConfirmationAwrittennoticetoguestinadvanceofarrivalthatroomhasbeenreserved.提醒事先抵達的客人房間已經(jīng)被預訂的書面通知。ConnectingRoomsAdjacentroomswithaconnectingdoorinbetween.之間有連接的連通房。ConventionAnassemblyofassociationattendeesoremployeesofcompaniesgatheringforacommonpurpose,usuallyincludingmeetings,banquets,androomaccommodations.為公司的共同目的，由員工出席者和員工參加的集會，通常包括會議，宴會和住宿CorporateRateGuaranteed“notmorethan”roomratesextendedtoamajorcompanyusinghoteloften.確保對酒店?？汀安皇崭唷钡姆績r。DayRateRentingroomforpartofhotelday,normally9a.m.-6p.m.Rateis50%ofdoublerateforthatroom.

通常在早上9點到下午6點的記費日租用房間，房價按雙人房價的50%收取。DepositsAmonetarypaymenttohotelbyguestinadvanceofarrivaltoassureroomwillbeheld.客人住房的預付款DeskInformationBookContainsinformationwhichneedstobeusedforreference.用做參考的信息冊DirectBillAnaccountwhichhasbeenapprovedbythemanagerandtowhichwewillsendabillaftercheck-out.Thefoliomustbesignedbytheguestatcheck-out.由總經(jīng)理批準的在結(jié)帳后送出的帳目。其必須在客人離店時簽字

DiscountRatesUsuallyreferstoa50%discountextendedtotravelagentsandairlineemployees(someunitsmayincludeadiscounttogovernmentemployeesandothersonaperdiembasis).通常是給予旅行社和航空公司職員擴大到50%的折扣（有些情況下可以包括對政府職員的折扣，其他情況下可以精確到角的程度）DoubleAroomtobeoccupiedbytwopeople.一個房間兩個人住DoubleDoubleRoomAroomwithtwodoublebeds.一個房間有兩個雙人床EfficiencyAnaccommodationcontainingsometypeofkitchenfacility.包括一些帶廚房設施類型的膳宿FlagAcoloredplasticchipplacedintheroomracktodesignatethestatusoftheroom–check-out,recentcheck-in,etc.

一種可放在房間擱架內(nèi)使用的，多用與顯示如入住或離店等房態(tài)的多色彩的塑料片。FlatRateSpecificroomrateforgroup,agreeduponbyhotelandgroupinadvance.經(jīng)過酒店的同意后為團隊指定特殊的房價。FolioUsedtorecordthedetailsofallbusinesstransactedbetweenthehotelandguestduringtheguest’sstay.在與客人交往過程中，用于記錄酒店和和客人之間特殊商業(yè)交易細節(jié)的賬單。ForecastAssumingfutureoccupancyofthehotelandfinalavailabilitystatus.設想酒店將來的入住率和最終使用狀態(tài)。FrontDeskAreawhereguestchecksintohotel,wherekeysarekept,wheremailisdistributedandfromwhichinformationisdispensed.客人入住酒店，保管鑰匙，郵件和相關信息表格被分發(fā)的地方。FrontOfficeAreawhereinformationregardingguestsiskept;alsoAssistant-Manager’soffice.相關客人信息被保存，經(jīng)理助手工作的地方。FrontOfficeCashierPersonwhoaddsupallchargesmadetoaroomandCollectsmoneyupondepartureguestswhooccupiedit.將駐店客人離開時的所有費用集中的員工。FrontOfficeAgentPersonwhohelpsguestscheck-inandkeepstrackofroomsavailable.為客人辦理入住手續(xù)和跟蹤房態(tài)的員工。FrontoftheHouseEntirepublicarea.公共區(qū)域。FullCompNochargesmadeforroom,mealstakeninhotel,telephone,valetoranyitems.房費、餐費，電話費等所有費用全免的服務。

GeneralCleanIndicatesthoroughcleaningofguestroomandbath;doneonaperiodicbasis.象征著周期性的房間和浴盆等的徹底清潔工作。GroupCodeTypegroupnameonfoliounderrateinformation.在賬單上記錄著等級信息的團隊類型名稱。GroupReservationAspecifiedminimumnumberofreservationsofroomshandledbythesalesdepartment.由銷售部控制的特殊的房間預定的最小值。GuaranteeFiguregivenbyfunctionplannertohotel,atleast24hourspriortofunction,statingnumberofpersonstobeserved.Mosthotelsarepreparedtoserveatleast5%overtheguaranteedfigure.Paymentismadeonabasisoftheguaranteednumberofcoversortotalnumberserved,whicheverisgreater.

由計劃人至少先于24小時提供的要求被服務的人員數(shù)量和功能的信息。多數(shù)酒店都是預先做好多于這個保證值的5%的準備。無論規(guī)模的大小，付款的比例都將基于保證值或服務的總數(shù)。GuaranteedNo-Show(GTD-NS)放棄預訂的保證GuaranteedReservation(GTD)Assumingguestdoesnotarriveandcancelthereservationontime,soshouldbepaytheroomchargebycompany,travelagentandpersonandmeanwhileoffertheircompany’screditcard.承諾假如客人沒有抵達或者沒有在合理時間內(nèi)取消預定仍為住宿等支付相應款項的公司，旅行社或個人,并且提供公司信用卡帳號。GuestChargeAnythingputonguest’sbill–purchases,roomservice,telephone,valet,etc.客人的房間、電話、服務、消費等的任何費用。GuestFolioSeefolio.客人賬單。HeldLuggageGuest’spropertyheldinlieuofpaymentforaccommodations客人在登記入住時，有行李員幫他照看私人財產(chǎn).HighBalanceReportPreparedfornightauditreporttonotifyFrontOfficeManage.通過夜審向前廳部經(jīng)理通報客人消費已經(jīng)超過其限定的情況。HoldforArrivalMailandpackages,etc.arrivingpriortoarrivalofguest.“HoldforArrival”isnotedonarticle.先于客人到達的郵件、行李等。

“HoldforArrival”將寫在相關物件上。HomeOfficeRoomsEachHomeOfficeroomisoutfittedwithalarge,well-litworkdeskwithtelephone,withcomputerdataport,soyourguestscanworkcomfortablyandeffectivelyateveryPlazaRoyalelocation.每一個家庭辦公房需要配備帶有全套大工作臺、電話、電腦等的房間，客人可以在豪廷的每個地點更加舒適高效地工作。

HospitalityAroomusedforentertaining(cocktailparty,etc.)Usuallyafunctionroomorparlor.用于娛樂（雞尾酒會等）的房間，通常是一個功能間或者客廳。HospitalitySuiteAparlorwithconnectingbedroom(s)tobeusedforentertaining.一間和臥室連接用于娛樂的客廳。HousekeepingReportsReportsturnedintoFrontDeskbyHousekeepinglateinafternoonandusedtoverifythatHousekeepingandFrontDeskshowsamestatusonallroomsinventory.客房部在下午交給前廳部的用于核對兩個部門房態(tài)一致性的報告。HouseCountHowmanyroomshavebeensoldforthatnight.當晚房間的出售量。InformationRackRevolvingrackatPBXwithallguestinformationslipsfiledalphabetically.按字母排列的所有客人信息的旋轉(zhuǎn)擱架。InspectedRoomhasbeenthoroughlycheckedbyaninspectress,supervisororhousekeeper.由監(jiān)督員，主管或管家檢查過的房間。JuniorSuiteAlargeroomwithapartitionseparatingthebedroomfurnishingsfromthesittingarea.有隔斷分隔臥室和客廳的的普通套房。KidsGoPlazaRoyaleAtPlazaRoyale,kidsalwaysstayfreeandgetfreeFunPacks.Andbecausewecareaboutfamilies,wehaveteamedupwithScholastic,combiningthebestoftravel,entertainmentandeducation.在豪廷，兒童享受免費的照顧并得到免費的禮物。這是因為我們關心家庭成員，我們結(jié)合了旅游、娛樂和教育，校園化的聚集在一起。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″；也可能用在雙料彈簧上交叉放置兩個床墊。LogBookDailydiarywherespecialinstructionsarenotedforfollowupand/ordocumentation.記錄特殊指示或文件的日志本。MAP(ModifiedDMericanPlan)Rateincludesbreakfast,dinnerandroom.包括早餐、晚餐等級的房間。M.l.P.MostImportantPerson.最重要的人物。

MTDMonthtodate-thesearetheaccountingtotalsshowingtherevenuesandexpendituresforaspecificmonthasofaspecificdate.特殊注明的月度為了將特殊月度劃入特殊等級，顯示所有收入和開銷。MakeUpChangelinenonbeds,cleanroomandbathroom,whileguestisregisteredinroom.在客人登記房間時，為床更換亞麻布，清潔房間和衛(wèi)生間。ManageronDuty(M.O.D.)AssumesfullresponsibilityforthehotelintheabsenceoftheGeneralManager.酒店總經(jīng)理不在時所要承擔的全部責任。MasterBucketContainsinternalandmasterfolios.內(nèi)部容量和主要的賬單。NightAuditorPersonwhobalanceshotelaccountsandpostsallguestchargesonbills.平衡酒店帳目及揭示所有客人帳單的職員。NoShowAconfirmedreservationwhichhasnotbeenclaimedbythecustomer.一個確定的但并沒有得到客人認可的預定。OccupancyNumberofroomsactuallyinuse.實際使用的房數(shù)。OpenTheavailabilityofguestroomsforsale.供銷售的客房的可用性。OperationFunctioningofahotel,especiallyactivities,dealingdirectlywithservingguests.酒店機能，尤其是活動，直接對客服務等。OutofOrderRoomsRoomsthatcannotbeoccupiedbyguestduetophysicalreasonlikepaintingdefectiveplumbing,etc.由于物理性原因如油漆、管道堵塞等而不能使用的房間。OversoldReservationshavebeenacceptedbeyondahotel’scapacitytoproviderooms.超出酒店客房承載能力的預定。PackageToursSpecialpackagepreparedbytouroperatorsincludingrooming,sightseeing,dining,etc.。由觀光經(jīng)營者準備的包括定房、觀光、進餐的特殊包裹ParlorAsittingroomwhichmayormaynothavesleepingaccommodations.可以或不能提供住宿的客廳。PlantTheentirehoteloperation.整個酒店的運作。Pre-blockAssigningaspecificroomorsuitenumberpriortoactualarrivaldateofguest.提前為客人以到達日期提前安排房號。Pre-RegisteredGuestsregisteredandroomnumberassignedpriortoarrival.Guestneedsonlytosign.在客人抵達之前就為其登記并安排房號，客人抵達只須簽名。PropertyAhotel’sbuilding,landandallfacilitiesconnectedwithit.酒店建筑物以及其附屬的土地和設施等。

QueenAroomwithaqueensizedbed.有皇后尺寸床的房間。RackRateMaximumroomsellingpricesasestablishedbymanagement.由管理層制定的最高房價。RebatePartorallofrentalrefundedtoguest.租金額的部分或全部返回給客人。RegisterTheguestcheck-inprocedure.客人辦理入住手續(xù)的程序。RelocateorWalkGuestaccommodatedatanotherpropertybecausehotelwasunabletoofferhisrequest.由于酒店不能為客人提供相應的服務，而為其提供其他酒店調(diào)節(jié)。ReservationAdvancerequestforahotelroom.對酒店房間事先的預定。ReservationCardSpecialreservationrequestformprintedforspecificconventions.為特定慣例印刷的預定表格。RollawaPortablebed,usuallytwinordoublesize.便攜式床，通常是雙倍的尺寸。RollInPutrollawaybedinguestroom.將便攜式床推進客人房間。RollOutTakerollawaybedoutofguestroom.將便攜式床推出客人房間。RoomChangesGuestchangingfromoneroomtoanother.為客人更換房間。RoomBoardApieceofFrontOfficeequipmentrepresentingtheguestroomsintheformofmetalpocketsinwhichcolorsandsymbolsidentifytheaccommodations.一種在金屬套內(nèi)有不同顏色、象征，證明住宿情況、代表客人房間的裝置。RoomingEscortingguesttoassignedroom.陪同客人到被安排好的房間。RoomingListListofnamesparticipatinginagroupreservationblock.填寫團隊客人預定名字的表格。RoomRevenueReportReportmadeoutby3-11agentsshowingrevenuereceivedforeachroomnumber,numberofoccupantsinroom.由3--11名員工制定出的顯示每個住房的收入和住房人數(shù)的報告。RoomsStatusAvailabilityofguestroomsforsale,i.e.ready,checkoutetc.客房銷售的可用性，如就緒，離店等。

RunoftheHouseRateAnagreeduponrategenerallypricedatanaveragefigurebetweenminimumandmaximumforgrouporcorporateaccommodations.給予團隊和合作伙伴的房價，一般是最大值和最小值的平均數(shù)。SecurityDepartmentwhoresponsibleforprotectingthehotelstaffandguestspersonalandpropertysafety.負責保護所有員工和客人人身財產(chǎn)安全的部門。SellingUpMakinganefforttosellthebetter,higherratedroom.促進銷售量和銷售價格的努力。SellOut/SoldOutAllavailableroomsreservedoroccupiedonaspecificdate.所有可用房間都已被預定和居住的特殊日子。SellThroughAcceptingreservationsformultiplenightsthroughsoldoutdatestoincreaseoccupancyonopendates.接受多種不同時期的預定，通過旺季時的銷售來帶動淡季的銷售。Share(orShareWith)Aguestwhojoinswithanotherguestalreadyoccupyingaroomatahotel(non-family).客人和另外一個入住的客人合租一間房（不是一家人）。SingleRoomtobeoccupiedbyoneperson.客人單獨租用一間房。SkipsGuestleavinghotelwithoutpayingthebill.客人沒有結(jié)帳就離開酒店。SleepersRoomsnotphysicallyoccupied(possiblyskips)andnotdiscoveredbyFrontDesk,therefore,roomnotrentedduetoaccountstillbeingactive.在工作日內(nèi)房間沒有被租用（可能因跑單）和未被前臺發(fā)現(xiàn)，所以房間沒有被租用，是因為其仍然有效。Sleep-OutAroominwhichtheguestdidnotsleepinbed.客人沒有在其房間內(nèi)過夜。StudioAroomwithonedoublebedandacouch.擁有一個雙人床和一個沙發(fā)的房間。SuiteAlargeroomwithasittingareaandsleepingareawhichcanbeclosedoffwithadoor一個有會客區(qū)域和就寢區(qū)域并可以隔斷開的大房間。SuperMilesTheSuperMilesprogramletsyourguestsearnfreehotelstays,carrentalawardsandairlinemileagevouchersfortravelonContinental,TWAandCanadianAirlines.ThemoretheystayatPlazaRoyale,thegreatertheirrewards.這是一種能夠讓客人贏得免費住宿、租車獎金、環(huán)球航空公司和加拿大航空公司旅行航空里程的活動。在豪廷公司消費得越多，贏得的獎金也就越多。Tidy-UpTostraightenandcleanaroomafterguest’sdeparturewhenfullservicehasbeengivenearlier.為了清潔、整理房間，在客人離開后提前服務。

Tourist/EconomyCommercial-typehotel(usuallywithoutprivatebath.)商務型酒店（通常沒有私人浴室）。TurnDownEveningservice-removingbedspreadandturningdownbed,straighteningroomandreplenishingusedsuppliesandlinen.晚間服務：整理床鋪、房間和補充易耗品。TwinAroomwithtwotwinbeds.一個擁有兩個雙人床的房間。V.l.P.Aguest,whoforavarietyofreasonshasbeendesignatedbymanagementtoreceivespecialtreatment.Usuallypre-registeredandshouldbeescortedtoroombyamanagementrepresentative.一個因各種原因已經(jīng)由管理層登記并需接受特殊待遇的人，他通常是提前登記并由管理層代表陪同至房間。VacantandReadyAroomthatisunoccupied,cleanedandreadyforrenting.未被占用，已經(jīng)清潔、代售的房間?！癢alk”theGuestAguestwhohasreservations,butcannotbeaccommodatedistaken(gratis)toanotherhotelwhereroomshavebeenprocuredandpaidforby“walking.”已經(jīng)預訂，但由于房間已經(jīng)被占用或出售給散客需免費地被提供到其他酒店膳宿的客人。WalkInPerson(s)requestingaccommodationsforthatnightwhohasnoreservation.沒有經(jīng)過預訂要求當晚入住的客人。WalkOutWhenaguestleaveshotelwithoutpayinghisbill.沒有結(jié)帳就離開酒店的客人。

STANDARDOPERATINGPROCEDURESSubject:BombThreat炸彈威脅EffectiveDate:Apr.2010PolicyNo:FO-DM-002Issuedby:FOMPage:1of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjectives目標Tominimizealarumamongtheguestsandemployeesofthehotel.將客人和員工中的驚惶減低到最小Tosafeguardthelivesofbothguestsandemployeesthroughproperevacuationifnecessary.如果有需要可以通過合適的疏散確?？腿撕蛦T工的生命安全Toeliminateanyformofnegativepublicitytothehotel.消除酒店的負面公眾影響Policy政策Itisthehotel’spolicytoestablishawellcoordinated,seriousandsafetyresponsetoabombthreatinliaisonofthepoliceandexpertteam.酒店的政策是建立一個針對炸彈威脅協(xié)調(diào)的、嚴肅的、安全的反應，并且和警察、拆彈專家組建立良好的聯(lián)絡。Procedures程序UsuallyaBombThreatcomesintheformofatelephonecallorbywayofaletter,awrittenmessageandmailparcel.通常，炸彈威脅來自電話、信件、便條、包裹等方式。AnyonewhoreceivesathreateningcallwilltrytoestablishmaximuminformationfromthecallerandcompletetheprescribedBombThreatForm.Signalanothertelephoneoperatorornearbysecurityofficertosettraceontheline.AfterwardstheSecurityDepartmentshouldbeinformedimmediately.任何人接到威脅電話，都必須盡量從對方獲取信息，尤其是詳細地描述炸彈威脅的形式。信號通知另外的接線員和附近的安保人員跟蹤電話來源。此后立即通知保安部。Ifthemailattendantorsecretaryreceivesaletterorparcel,whichissuspectedtobeabomborotherincendiarydevice,theletterortheparcelshouldnotbetouched.ImmediatelyinformtheSecurityManager.如果郵件生或秘書接到懷疑為炸彈或縱火裝置的信件和包裹，該信件和包裹應該被隔離，并迅速通知保安部經(jīng)理。

STANDARDOPERATINGPROCEDURESSubject:BombThreat炸彈威脅EffectiveDate:Apr.2010PolicyNo:FO-DM-002Issuedby:FOMPage:2of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesBombSearch炸彈搜查Asearchforthebombwillbeconductedifthetimeofdetonationgivenismorethan30minutes.如果距離爆炸時間超過30分鐘，必須設法尋找炸彈。WiththeapprovaloftheGeneralManagerandSecurityManager,Policeandauthoritywillbecontactedtocarryoutbombsearch.經(jīng)過總經(jīng)理、保安經(jīng)理、警察和有關當局的同意，將執(zhí)行炸彈的搜尋。Evacuation疏散Animmediateevacuationwillbecarriedoutifthetimeofdetonationislessthan30minuteswiththeapprovalofTheGeneralManagerandSecurityManager.經(jīng)過總經(jīng)理和保安經(jīng)理的同意，如果離爆炸時間少于30分鐘，緊急疏散將立即執(zhí)行。Policeandauthoritywillbecontactedtoassistinthecrisismanagement.聯(lián)系警察和有關當局協(xié)助該危機工作的處理。Actiontobetaken采取措施ContactallDepartmentHeads/Supervisorstomobileallavailablestafftochecktheirworkplaceforanysuspiciousparcelorobject.通知所有部門負責人或主管動員所有可用人員檢查其工作地點是否存在可疑包裹或物品。Donottouchanythingthatisstrangeandsuspicious.不要觸碰任何可疑物品。InformtheSecurityManagerifanythingsuspiciousfound.發(fā)現(xiàn)有任何可疑物品則通知保安部經(jīng)理。Forthesafetyoftheguest,employeesandhotelproperty,allemployeeshastoremaincalmandcoordinatewellwiththecommandcenterforanynecessaryactiontobetakenaccordingtotheinstructionsofthepoliceandbombexpert.為了客人、員工、酒店資產(chǎn)的安全，所有員工都必須保持鎮(zhèn)靜并且與指揮中心協(xié)調(diào)，根據(jù)警察和拆彈專家的指示采取必要的行動。Nooneshouldactonhisinstinct,whichwillexposethesafetyoftheentireteamtothebombthreatduringthecrisis.任何人不可憑其本能采取行動，以免在危機中使整個組織受到炸彈威脅。

STANDARDOPERATINGPROCEDURESSubject:BombThreat炸彈威脅EffectiveDate:Apr.2010PolicyNo:FO-DM-002Issuedby:FOMPage:3of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociates(HOTELNAME)酒店名稱BOMBTHREATFORM炸彈威脅表格BOMBINFORMATION炸彈信息Locationinthehotel酒店位置:____________________________________________Timethebombexplodes炸彈爆炸:____________________________________________Howtorecognizethebomb怎樣識別炸:________________________________________Whattypeofbomb 炸彈類型:_____________________________________________CALLERDESCRIPTION來電者信息Sex 性別 :_______________Agerange年齡 :__________________Nationality 國籍:_________________________________________________Typeofaccent 口音:_________________________________________________Talkingspeed 交談速度:_____________________________________________Othercharacteristics其他特征:_____________________________________________Reasonforplacingthebomb放置炸彈原因:__________________________________Partofpoliticalorganization政治面貌:_________________________________________OTHERTimeofthecall 通話時間:_______________ Durationofthecall 電話持續(xù)時間:_________min分鐘.Calltakenby通話工具:_______________ Callwitnessedby通話見證人：__________Telephonenumbertraced電話號碼追蹤:____________________________________REMARKS備注CC抄送: STANDARDOPERATINGPROCEDURESSubject:CarAccident交通事故EffectiveDate:Apr.2010PolicyNo:FO-DM-003Issuedby:FOMPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjectives目的Toensurethatthewholeprocessishandledefficientlyinthebestinterestofbothcarownerandmanagement.確保整個程序高效，保證車主和管理方的最大利益。PolicyStatement政策闡述Itisthehotel’spolicythatallcaraccidentsonthehotelpremisesarehandledefficientlyintheinterestofbothcarownerandmanagement.酒店的政策是所有和酒店有關的交通事故，都需有效地被處理，并保證車主和管理方的最大利益。Procedures程序InformtheSecurityDepartment通知保安部。Iftheaccidentoccurredinfrontofthehotel,thecarshavetobemovedtolowerEFMundassoonaspossible.交通事故發(fā)生在酒店前時，應該盡可能快的將車輛移動到隱蔽處。Thediscussiontoresolvethematterhastoproceedinadiscretemanner,nottoarouseanypublicattentionorcrowd.解決事故的商討應該采取謹慎的方式，不能引起公眾的注意或引來圍觀群眾。Non-relatedhotelstafftoresumetheirdutyandarenotallowedtobeinvolvedinthediscussion.非相關酒店人員繼續(xù)工作，并不得參與商討。Polaroidpictureistobetakenofthedamagedvehicleaswellastheobjectdamagedbythecar.與汽車損壞的物品一樣，損壞的汽車也要給予照相。Arrangethedamagedvehicletoareliablecarworkshopforrepair.安排損壞汽車到可信賴的修理廠修理。

STANDARDOPERATINGPROCEDURESSubject:CarAccident交通事故EffectiveDate:Apr.2010PolicyNo:FO-DM-003Issuedby:FOMPage:2of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesRemarks備注Followinginformationisrequiredforinsurance:下面信息是保險所必要的:Guestname客人姓名CopyofpassportorID護照或身份證復印件Guestdrivinglicense客人的駕照Contactandphonenumber 合同編號及電話號碼Vehiclenumber汽車牌號Copyofcarregistrationandinsurancepolicy汽車登記和保險的復印件Briefoftheaccidentoccurred.事故經(jīng)過Damageandestimatedcost酒店估計損失Hotelemployeeinvolved酒店涉入員工Copyoftheidentificationcardofemployeeinvolved涉入員工證明材料Copyofthedrivinglicenseofemployeeinvolved涉入員工駕照復印件

STANDARDOPERATINGPROCEDURESSubject:VIPCheckin重要客人入住EffectiveDate:Apr.2010PolicyNo:FO-DM-012Issuedby:FOMPage:1of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目標ToprovideVIPserviceforallVIPguests為重要客人提供特殊的服務.PolicyStatement政策闡述ItisthepolicyofthehotelthateveryVIPiswarmlygreetedbytheDMandtheconcernedDepartmentHeadsuponarrivalassoonastheVIPgetsoutofthecar.酒店的這項政策指出：每一位重要的客人一出車門就應該得到酒店值班經(jīng)理和相關部門總監(jiān)的熱情迎接。Procedures程序Makesuretheroomisthoroughlych