飯店值班經(jīng)理崗位職責(zé)-liujs1216

HOTELMANAGERONDUTY

飯店值班經(jīng)理

HOTELMANAGERONDUTY

飯店值班經(jīng)理

HOTELMANAGERONDUTY

飯店值班經(jīng)理Mandate要求 - Maturity成熟 - Experience經(jīng)驗(yàn) - Responsible負(fù)責(zé)任 - Decisiveness果斷 - Soundjudgement正確的決斷力

HOTELMANAGERONDUTY

飯店值班經(jīng)理Obligation職責(zé) - Training催促培訓(xùn) - Responsibility承擔(dān)責(zé)任 - Discipline維護(hù)紀(jì)律 - Standards檢查標(biāo)準(zhǔn)

HOTELMANAGERONDUTY

飯店值班經(jīng)理ResponsibilityoftheMOD值班經(jīng)理的職責(zé) -Beupdated及時獲取更新信息 -Becontactable能聯(lián)系到 -Reliable可信賴 -Anticipation預(yù)測 -Initiative主動 -Decision-maker做決定

HOTELMANAGERONDUTY

飯店值班經(jīng)理ResponsibilityoftheMOD值班經(jīng)理的職責(zé)-

Conscientious盡職盡責(zé)-Maintainvisibilityandhighprofile能被員工所看到及高姿態(tài)-Positiveattitude態(tài)度積極-Gooddecorumandintegrity彬彬有禮，正直老實(shí)-Provideaccuratefeedback反響準(zhǔn)確信息REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)Dutyperiod: 6.00pm-9.00amfrom Mondays–Fridays. 9.00am-9.00amon Saturdays,Sundaysand PublicHolidays.值班時間： 周一－周五 6.00pm-9.00am 周六，周日及公共節(jié)假日 9.00am-9.00amREQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)ChangeDuties換班AnychangeofMODDutymustberequestedinwritingtoGMpriortodatechangeby3pmofthesamedayandapprovalscirculatedtoDGMimmediately.

值班經(jīng)理排班的任何變動必須事先在當(dāng)日下午3點(diǎn)之前以書面形式上交總經(jīng)理審批，并且要在總經(jīng)理批準(zhǔn)后立即交副總經(jīng)理傳閱。REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)AnychangeofMODDutymustberequestedinwritingtoGMpriortodatechangeby3pmofthesamedayandapprovalscirculatedtoDGM/RMimmediately.

值班經(jīng)理排班的任何變動必須事先在當(dāng)日下午3點(diǎn)之前以書面形式上交總經(jīng)理審批，并且要在總經(jīng)理批準(zhǔn)后立即叫副總經(jīng)理/駐店經(jīng)理傳閱。IfaMODisunabletoperformdutyonthescheduleddate,itistheirresponsibilitytolookforareplacementwithinthetwogroupingsforweekdays/withinthesamegroupingforweekendsandpublicholidaysunlessapprovedbyGMandinformthetelephoneoperatorafterreceivingapprovalforchangeofdate. 假設(shè)值班經(jīng)理無法在排班當(dāng)日履行職責(zé)，其責(zé)任尋找替班人員，工作日值班的可在兩組內(nèi)尋找他人代替；周末和公共假日值班的在同一小組內(nèi)找他人代替。特殊情況需經(jīng)總經(jīng)理批準(zhǔn)。在獲準(zhǔn)更改值班日期后通知總機(jī)。MODsareresponsiblefortheirscheduleddutydatesiftheirreplacementsfailtoperformontheirchangeddates. 假設(shè)替班者無法按照換班后的日期值班，原那么值班經(jīng)理有責(zé)任按照換班之前的原始排班表履行職責(zé)。MODreplacementswillberosteredbyGMforMODswhoreportsickfordutydates 在值班日因病無法履行職責(zé)的值班經(jīng)理由總經(jīng)理在接到匯報后安排他人代替。 REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)

Maintainhighprofileandvisibilitytomakepresencefelt.

保持良好形象及可見度以讓大家感覺到值班經(jīng)理的存在。REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)ObserveMODmealobligationsandprovidefeedback. 履行觀察飯店菜品的職責(zé)并提供反響意見。

DivisionHeadsareresponsibleforperformanceofMODswhoareintheirchargeincludingchanges,absence,updatesandtraining.

各部門總監(jiān)要對各自管轄部門的值班經(jīng)理的表現(xiàn)負(fù)責(zé)，包括變更、缺勤、更新及培訓(xùn)。REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)

CheckandcompleteMODReportdiligentlywithdetailsasrequiredintheform.

根據(jù)值班經(jīng)理排班表中的要求勤勉檢查并完成匯報。

IncidentReportsforseriouscomplaintsandunlawfulhappenings.

嚴(yán)重投訴和非法事件要作出事件報告FEEDBACK反響信息REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)

SupplementaryDuties輔助職責(zé): a.WelcomeandSend-offforVIPsduringdutyperiod.

在值班期間要迎接并送別飯店貴賓。

b.Customerandstaffrelations.協(xié)調(diào)顧客及員工的關(guān)系

c.Applicationsforovernightstay.審批夜間留宿飯店的員工的住宿申請表REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)d.CheckthreeormoreroomsatrandomtogetherwithHousekeepingFloorSupervisor.與樓層主管一起隨機(jī)抽取三個或更多房間進(jìn)行檢查。e.CheckreturnofhotelvehiclesandkeyswithServiceCenterandendorsement.與效勞中心一起檢查飯店車輛的返回及鑰匙的歸還并簽字確認(rèn)。REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)f.VisittherequireddesignatedareasintheMODReportFormatleastonceduringweekdaysandtwiceduringotherdaysat1.5hoursapart.根據(jù)飯店值班經(jīng)理檢查表對指定區(qū)域進(jìn)行檢查，周一至周五至少一次，其它時間至少兩次，每次間隔1.5小時。g.FaxcheckatSales/Reservationduringholidaysatcommencementofduty,mid-dayandpriortodinnerforfollow-up.節(jié)假日期間在值班開始時，中午和晚飯前，到銷售部/預(yù)訂部內(nèi)查收。REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)h.Attendtoguestcomplaintswhererequired.必要時要處理顧客投訴事件。i.Checkallbreakfastreadinessandmorningmeetingpreparations.檢查所有早餐和晨會的準(zhǔn)備工作。g.Reportseriousincidentswhicharelife-threatening,unlawfulorimminentdangertohotelandpropertyToDGMandGMimmediately.向副總經(jīng)理和總經(jīng)理匯報所發(fā)生的包括危及他人生命的，非法的或危及飯店及財產(chǎn)的嚴(yán)重事件。REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé) k.ObservetheservicequalityandhygienestandardsoftheareasvisitedandincludetheseobservationsintoyourMODchecklist. 檢查所到之處的效勞質(zhì)量和衛(wèi)生標(biāo)準(zhǔn)，并記錄在值班經(jīng)理檢查表中。 l.Checkfruitbasketforfreshness,qualityandpresentationinthemainkitchenaswellasinguestroomsforVIPsetup. 檢查VIP客人的房間和廚房內(nèi)果籃的新鮮度、質(zhì)量和擺放情況。REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé)

m.OnSaturdaysandSundaysaswellasoneachPublicHoliday,ahandovershouldbedoneat9.00amfromtheoutgoingMODtotheincomingMOD,attheofficeoftheoutgoingMOD.Thisistoensurethatanyfollow-upischeckedandcompletedbytheincomingMOD. 每逢周六周日和各種法定假日，前一班次值班經(jīng)理要于早上9：00在其辦公室和新班次的值班經(jīng)理交接，交接中新班次值班經(jīng)理要確保所有的需跟進(jìn)事宜都檢查和完成。REQUIREDDUTIESOFTHEMOD

值班經(jīng)理必須履行的職責(zé) n.TheoutgoingMODisnottoleavethehotelandwillbeconsideredtobeondutystilliftheincomingMODhasnotreportedforthehandover.ThehandovertimeistobenotedyourMODChecklist. 如果新班次值班經(jīng)理沒有按時來交接，那么前一班次值班經(jīng)理不能離開酒店，應(yīng)該繼續(xù)值班。實(shí)際交接時間要在值班經(jīng)理檢查表中注明。 o.MODsarerosteredonrotationbasisandmaynotnecessarilybelimitedtoanynumberofdutydaysorholidaysoranyindividual. 值班經(jīng)理的班次將輪流安排，不固定在某一工作日、節(jié)假日或某一特別時間。Whatdoyouobserve?

檢查什么？

MODObservations

值班經(jīng)理檢查

PublicAreas&Rooms/公共區(qū)域和客房 1.Thehotelexteriorandfacadesarecleanandwelcominginappearance

酒店周圍和正門干凈整潔，給人以熱情好客的外觀。 2.Alllightingfunctionscorrectly.Lightfixturesarecheckedeveryevening,withdefectivelightsreplacedimmediately.

所有的燈光性能正常。每天晚上檢查燈具設(shè)備，壞的立刻更換。.MODObservations

值班經(jīng)理檢查 3.Thelobbyisclean,andcreatesanimpressionoforder(ashtraysareemptied,furnitureisneatlyarrangedandtheareaiskeptfreeofobstructions). 大堂干凈整潔，給人井然有序的印象〔煙灰缸清空，家具整潔擺放，整個區(qū)域暢通無阻〕。 4.Messagesaredeliveredimmediatelytotheguestconcerned. 相關(guān)客人的留言及時送達(dá)客人。 5.Floralarrangementsareimpeccablypresented,withfreshflowers. 插花形狀完美，使用鮮花。MODObservations

值班經(jīng)理檢查 6.Publicareasareimpeccable.Hourlyinspectionsarecarriedoutbetween6a.m.and10p.m.tocheckthefollowingaspects: 公共區(qū)域一切完好。早6：00到晚10：00之間每小時檢查如下工程：bathrooms盥洗室floor/toiletbowls/sinksclean樓層/馬桶/洗手盆presenceofadequatesuppliesoftoiletpaper,soap,towels,tissues,etc.(restockifnecessary)衛(wèi)生間用紙、皂液、毛巾、面巾紙充足〔必要時添加〕ambiance(freshflowers,scentdispensers). 環(huán)境〔鮮花、空氣清新劑〕elevators電梯floorclean樓層清潔glass/metalsurfacesandmirrorclean 玻璃/金屬外表和鏡面清潔publictelephonearea公用區(qū)域handsets/seatclean聽筒/座機(jī)清潔stationeryforguests'usetidyandrestockedifnecessary. 客用文具干凈整潔，必要時及時補(bǔ)充。MODObservations

值班經(jīng)理檢查MODObservations

值班經(jīng)理檢查 7.Checktheroomwiththefloorsupervisor.

與樓層主管一起檢查房間。 8.TheTVandremotecontrolfunctionperfectly.Thechannelsarecorrectlyadjusted.Pictureandsoundareclear.

電視機(jī)和遙控器性能完好，電視頻道調(diào)整正確，畫面和音質(zhì)清晰。MODObservations

值班經(jīng)理檢查MODObservations

值班經(jīng)理檢查MODObservations

值班經(jīng)理檢查 14.Carpets,tiles,wallcoverings,drapesandfurnitureareclean.Mirrorsandwindowsarecleanandwithoutfingermarks.Brass/copper/chromefittingsarecleanandpolishedtoabrightfinish.Telephonesarecleaned. 地毯、瓷磚、墻紙、窗簾和家具都干凈整潔。鏡面和窗戶都清理過，無指印。金屬起居都清理過并拋光擦亮。機(jī)也清理過。 15.Thebediscleanandneatlymadeup,withnowrinklesvisible.Thebedlinenisclean,wellironedandwithnovisiblemends. 床鋪干凈整潔，無褶皺。床上布草清潔，熨燙平整，無明顯補(bǔ)丁。MODObservations

值班經(jīng)理檢查 16.Whentheroomisbeingcleaned,themaid’strolleyisplacedinfrontoftheroomentrance 清掃房間時，效勞員的推車要放在房間門前。

MODObservations

值班經(jīng)理檢查 17.Whentheturndownserviceisprovided,theroomispreparedinaccordancewithSeaviewprocedures(bathroomcleaned–"quick"cleanonly,bedturneddown,drapesclosed,night-timeambiencecreatedusinglights,radio,etc.).Aspecialamenityissystematicallyplaced.Thedoorknobbreakfastordercardisplacedonthebed. Wastebasketsandashtraysareemptiedandthebathroomandtoiletfacilitiesarecleanedtwicedaily 提供開夜床效勞時，要按照海景程序進(jìn)行〔浴室干凈—“快速〞清潔，開夜床，拉上窗簾，燈光構(gòu)成了夜晚的氣氛，收音機(jī)等〕。擺放特別夜床用品。早餐卡放在床上。 廢紙簍和煙灰缸都是清潔的，浴室和廁所設(shè)施每天清理兩次。MODObservations

值班經(jīng)理檢查MODObservations

值班經(jīng)理檢查ROOMSERVICESTANDARDS送餐效勞標(biāo)準(zhǔn)MODObservations

值班經(jīng)理檢查 ROOMSERVICESTANDARDS/送餐效勞標(biāo)準(zhǔn) 1.Deliverytimesareasfollows:fifteenminutesforcontinentalbreakfast,twentyminutesforalacarteandAmericanbreakfast,thirtyminutesforallotherorders. 送餐時間按以下執(zhí)行：歐式早餐15分鐘零點(diǎn)和美式早餐20分鐘其它的點(diǎn)餐30分鐘MODObservations

值班經(jīng)理檢查 2.Ifanorderisdeliveredlate,thepersonwhotooktheorder,orthatperson'slinemanager,callstheguesttoapologiseforthedelayandindicatetheestimatedadditionaltimeuntiltheorderisdelivered. 如果送餐延遲，點(diǎn)菜員或者當(dāng)班經(jīng)理要向客人抱歉，并說明預(yù)計送餐時間。 3.Ifthespecifiedtimeisnotcompliedwith,theorderisnotbilled. 如果沒能按照指定時間送餐，客人可以不付賬。MODObservations

值班經(jīng)理檢查 4.Ifthereisnoanswer,staffcalltheguestonthetelephonetoinformthemthattheirorderisready.Staffmustnotentertheroomwithouttheguest'spermission 如果敲門無應(yīng)答，員工要給客人打告知他們的點(diǎn)餐已經(jīng)準(zhǔn)備好，決不能未經(jīng)客人許可就進(jìn)入房間。 5.Ifa"donotdisturb"signisdisplayedoutsidetheguestroomdoor,staffcalltheguestonthetelephonewithoutknockingonthedoor. 如果門上掛著“請勿打攪〞的牌子，員工要給客人打而不能敲門。MODObservations

值班經(jīng)理檢查 6.Ifnofirstcoursehasbeenordered,theroomservicestaffmemberremovesthehotdishesfromthefoodwarmer,placesthemonthetrolley,andthenremovesthefoodwarmercompletelybeforedeliverytotheroom.

如果客人沒有點(diǎn)頭盤，送餐員工在送餐進(jìn)客房之前把熱菜從食品保溫箱上拿出來，放在餐車內(nèi)，并把保溫箱拿走。

MODObservations

值班經(jīng)理檢查 7.Ifthemealcomprisesacoldfirstcourseandahotmaincourse,theroomservicestaffmemberofferstoremovethehotdishfromthefoodwarmer

如果點(diǎn)餐包括一道冷菜頭盤和熱菜主菜，送餐員工要把熱菜從保溫箱里取出。 8.Roomservicecollectstraysandtrolleysfromallfloorsonanhourlybasis,regardlessofspecificrequestsfromguests.

送餐部員工應(yīng)每小時到樓層收集餐盤和餐車，不以客人的特別要求為準(zhǔn)。

MODObservations

值班經(jīng)理檢查RESTAURANTSERVICESTANDARDS/餐廳效勞標(biāo)準(zhǔn) 1.Duringhoursofserviceahost/hostessisattherestaurantentrancetowelcomecustomers. 在餐廳效勞時間，迎賓員要在餐廳門口歡送客人。MODObservations

值班經(jīng)理檢查 2.Customersareaccompaniedtoatablewithintwominutesofarrival.客人到達(dá)2分鐘內(nèi)將被陪同送到餐桌前。 3.Staffiscarefultoaskwhethercustomersprefersmokingornon-smoking.

員工要小心的詢問客人想坐在吸煙區(qū)還是非吸煙區(qū)。 4.Acocktailsoraperitifisofferedwithintwominutesofthecustomer'sseating.

雞尾酒或者開胃酒要在2分鐘之內(nèi)送到客人的桌上。MODObservations

值班經(jīng)理檢查 5.Themenuisopenedandpresentedassoonasthecustomerisseated.Thewaiterspontaneouslygivesinformationondailyspecials.Ifthecustomerhesitateswhileordering,thewaitermakesconversationtoinquireastothecustomer'stastes. 客人一就座，菜單就已經(jīng)翻開放在客人的面前。效勞員很自然的向客人推薦當(dāng)日特色菜。如果客人點(diǎn)菜時拿不定主意，效勞員與客人交流詢問客人的口味。MODObservations

值班經(jīng)理檢查 6.Atlunchanddinner,firstcoursesareservedwithintenminutesafterbeingordered.Ifcustomersdonotorderfirstcourses,themaindishisservedwithinfifteenminutesoftheorder.Thewaitercheckstomakesurecustomersarehappywiththemealatleastoncewhilethecustomersareeating. 午餐和晚餐的頭盤要在點(diǎn)菜后10分鐘之內(nèi)上菜。如果客人沒有點(diǎn)頭盤，主菜要在點(diǎn)菜的15分鐘之內(nèi)上。效勞員要檢查客人是否剛一吃到菜就對菜表示滿意。MODObservations

值班經(jīng)理檢查 7.Dishesarepresentedwithoutpassinginfrontofthecustomerandalwaysservedfromthecustomer'sright.Platesareremovedwheneveryoneatthetablehasfinished(exceptinthecaseofaspecificrequest). 上菜不能從客人面前經(jīng)過，并且總是在客人的右側(cè)上菜。當(dāng)在座的每個人都用餐完畢后才撤餐具〔除非客人有特殊要求〕。MODObservations

值班經(jīng)理檢查 8.Customers'billsarekeptupdatedthroughoutthemealandarepresentedwithoutdelayincleanfoldersmarkedwiththeSeaviewHotellogo,alongwithpens. 客人的賬單在客人用餐過程中不斷更新，連同筆放在帶有海景酒店標(biāo)志的干凈文件夾里立刻送交客人。 9.Allcustomersarethankedwhentheyleavetherestaurant.Staffthankcustomerseveniftheirtablewasnotinthestaffmember'ssection. 所有客人離開餐廳時都要向他們表示感謝。即使不是員工效勞范圍區(qū)的客人，員工也應(yīng)該向他們表示感謝。 BARSERVICESTANDARDS/酒吧效勞標(biāo)準(zhǔn) 1.Whenthebarisopen,theminimumstaffincludesawaiterandabartenderbehindthebar.Thebartenderisalwayspresentandvisiblefromtheroom. 酒吧開放時間，在酒吧后面的員工要保持最少人數(shù)，包括效勞員和酒水員。酒吧里的酒水員要求總是可以被看到。MODObservations

值班經(jīng)理檢查MODObservations

值班經(jīng)理檢查 2.Customersarewelcomedwithintheminuteoftheirarrivalandseatedwithintwominutesifthereareavailableseats.客人到達(dá)第一時間就受到歡送，如果有空位，客人可以在2分鐘之內(nèi)就座。 3.Iftherearenoavailableseats,thestaffoffersthecustomeracomfortableplacetowait. 如果沒有空座，員工要為客人安排一個舒服的地方等候。MODObservations

值班經(jīng)理檢查 4.Ordersaretakenwithintwominutesaftercustomersareseated.Theorderforallcustomersatatableisservedatthesametime.

客人就座2分鐘之內(nèi)為客人點(diǎn)單。同一張桌的客人的點(diǎn)單要同時上。MODObservations

值班經(jīng)理檢查 5.Prestigedrinksarepouredatthetable,andthebottleispresented.Coastersareplacedonthetablewheredrinksareserved. 特供酒水在客人桌前斟倒，酒瓶讓客人看到。酒杯放在杯墊上。 6.Thewaiterproposesanotherdrinkwhencustomers'glassesareleft1/5full.Whenonepersoninagrouphasaglassthatisonly1/5full,thisshouldbeasignaltothewaitertoproposeanotherroundtothegroup. 當(dāng)客人的杯子還剩下1/5的酒水時，效勞員要向客人推薦第二杯酒水。當(dāng)一桌客人中有人的酒水只剩下1/5時，這就給效勞員一個信號應(yīng)該向他們推薦第二杯酒水了。MODObservations

值班經(jīng)理檢查 7.Thebilliskeptconstantlyupdatedandallordersimmediatelyenteredinthebillingsystem.Thebillispresentedatmostthreeminutesaftercustomersrequestit,inacleanfoldermarkedwiththeSeaviewHotellogo.

賬單隨時更新，所有的店單要立刻進(jìn)入電腦系統(tǒng)。在客人索要賬單后最多3分鐘，賬單就應(yīng)放在帶有海景標(biāo)志的干凈文件夾內(nèi)送交客人。 8.Inthebar'ssmokingsection,ashtraysareavailableandchangedregularlywheneveracigaretteinextinguished.

在酒吧吸煙區(qū)要有煙灰缸，只要有一個煙頭也要定時更換。MODObservations

值班經(jīng)理檢查 9.Tablesarecontinuallyclearedandcleaned.Atableisclearednomorethantwominutesafteracustomerleavesit.Glassesanddrinksshouldalwaysbeplacedonaservingtraywhenthetableiscleared.

桌面要不停的清理?？腿穗x開后2分鐘之內(nèi)清理桌子。桌子清理完之后，玻璃杯和酒應(yīng)擺放在托盤內(nèi)。TacticalApproachtoGuestComplaints

處理顧客投訴的方法Advice聽取建議 -Evaluatepossibilities評估可能性 Think思考

-Approach方法Tactic -Showconcern&apologise策略 表示關(guān)心&抱歉Expose -Listenanduncoverthepossibilities觀察

傾聽并分析可能性Need -Expressrespect&giveassurance需要 說明敬意&提供擔(dān)保Tackle處理問題

-Repeatthespecifics重復(fù)細(xì)節(jié)Investigate -Outlinethealternatives調(diào)查 概括可選方法Objective -Takeactionandfollowthrough目標(biāo)

采取行動并跟進(jìn)到底Neutralise -Feedbackforguestsatisfaction中和 反響信息以使賓客滿意OutletManager/SupervisororGuestServiceManager/Officerapproachestoguestfirstandsolvestheproblem餐廳經(jīng)理/主管或賓客效勞經(jīng)理/主任先行處理問題Iffailed,referthecasetoMODwithalternativesolutionsforMOD’shandling如不成功，向MOD提出不同解決方案供MOD使用Iffailed,concernedHODissupposedtobecontacted如不成功，應(yīng)聯(lián)系相關(guān)部門經(jīng)理GMwillbethelastpersontomeettheguest最后再讓總經(jīng)理出面HandlingGuestComplaintsFlowingProcedure

處理顧客投訴流程SpecialCaseHandling

特別問題處理MODObservations

值班經(jīng)理檢查ACCEPTANCEOFCHEQUE/接受支票結(jié)算(FDP&P/0095) 1.Marketingandsalesdepartmentmustbeequippedwithallinformationlikethestatusoftheguest,telephonenumber,IDnumber,businesscard,companynameetc.ThisinformationmustbegiventotheFOcashierwhilepaymentismadeatthefrontdesk. 銷售部應(yīng)了解客人的有關(guān)情況，如客人的職務(wù)、號碼、身份證號碼、名片和公司名稱等。當(dāng)在前臺付款時應(yīng)將上述信息提供給前臺收銀員。MODObservations

值班經(jīng)理檢查 Thefrontdeskagentwillonlyfilluptheamountandothercolumnsofthechequewillbekeptblank,tobefilledinbythegeneralcashieronthebasisofinformationtobegivenbythemarketingdepartment.Thefrontofficecashierwillattachallinformationasstatedabovewiththecheque. 前臺收銀員僅填寫金額，支票的其它工程應(yīng)保持空白由總出納根據(jù)銷售部提供的信息填寫。前臺收銀員應(yīng)將上述信息提供給總出納。MODObservations

值班經(jīng)理檢查

2.Forbanquetbookingthemarketingdepartmentensurethatthechequeispaidinadvancetothefrontofficecashierunlesstheguesthasthepriorarrangementforcreditfacility.Iftheclientisrequiredtopayadditionalamounteitherincashorchequethemoneywillbereceivedbythefrontofficecashier. 除非客人已事先取得了掛帳權(quán)，銷售部應(yīng)保證宴會預(yù)訂的預(yù)付款支票應(yīng)提前交給前臺收銀員。如果宴會結(jié)束后，顧客需支付余額，將由前臺收款。MODObservations

值班經(jīng)理檢查 F&Boutlets/餐飲營業(yè)點(diǎn) Acceptanceofchequewillnotbeencouraged.Butifthereisnootheroptiontheoutletmanagercanacceptthecheque.Theoutletmanagermustensurethefollowing: 原那么上只有協(xié)議單位可以收支票，其他單位或個人不鼓勵接受支票。但如果客人別無選擇，必須請示財務(wù)總監(jiān)，財務(wù)總監(jiān)同意后，餐廳經(jīng)理可以接受支票并由餐廳經(jīng)理出面擔(dān)保。餐廳經(jīng)理應(yīng)確認(rèn)以下事項(xiàng)；MODObservations

值班經(jīng)理檢查

1.TheguestproducehisIDcard.AcopyofIDmustbekepttogetherwiththecheque.Anauthorizationlimitbeingsetforthefollowingpersontoapproveacceptthecheque.客人應(yīng)出示身份證。將身份證復(fù)印件與支票附在一起。MODObservations

值班經(jīng)理檢查 2..ThecashiermustwritetheIDcardnumberoftheguest,hisnameandhiscompanynamei.e.Thenameofthecompanywhichisissuingthechequeonthebackofthechequebypencil.Andalsowritethetelephonenumberofthecompany,guest’spersonaltelephonenumber.Thecashierwillverifythenameofthecompanybycalling114. 收銀員應(yīng)在支票反面用鉛筆注明客人身份證號碼，客人姓名及簽發(fā)支票的公司名稱。如果沒有名片，收銀員還應(yīng)詢問客人的公司號碼，他/她個人的號碼，同時還應(yīng)向114臺查詢以確認(rèn)公司名稱。MODObservations

值班經(jīng)理檢查 Ifthebusinesscardisavailablethecashierwillattachthebusinesscardwiththecheque.Thecashierwillonlyfilluptheamountcolumnsinthecheque.Othercolumnofthechequewillbefilledupbythegeneralcashier. 如有名片，收銀員應(yīng)將名片附在支票后。收銀員僅填寫支票金額，其它工程應(yīng)由總出納填寫。 PersonalchequeisnotavailableinChinaatpresent. 中國目前還沒有實(shí)行個人支票業(yè)務(wù)。HOTELMANAGERONDUTY

飯店值班經(jīng)理LostPropertyReport 財產(chǎn)喪失報告 -ListentoSecurityreportandclarifydetails傾聽保安報告并查明細(xì)節(jié)-Inspectsiteandreconfirmwithguest 現(xiàn)場觀察并再次與客人確認(rèn)-AdviceGuesttolodgePoliceReport建議客人報警HOTELMANAGERONDUTY

飯店值班經(jīng)理LostPropertyReport 財產(chǎn)喪失報告 -Assistancetobeprovided給予協(xié)助-InvestigationandReportbySecurity保安部進(jìn)行調(diào)查并做出報告-FollowthroughwithChiefofSecurity&relevantHOD與保安總管&相關(guān)部門總監(jiān)/經(jīng)理跟進(jìn)到底HOTELMANAGERONDUTY

飯店值班經(jīng)理LostPropertyReport 財產(chǎn)喪失報告 1.Beapologeticandreassuring,notdefensive要對客人進(jìn)行抱歉并使其安心，非自衛(wèi)2.Exposepossibilitiesforlossandforrecall指出財產(chǎn)喪失的可能性并供客人回想3.Expeditefeedbackandfollowup迅速給出反響意見并跟進(jìn)HOTELMANAGERONDUTY

飯店值班經(jīng)理LostPropertyReport 財產(chǎn)喪失報告 4.DonotadmitanyliabilityevenifverbaloragreeoncompensationwithoutManagementapproval未經(jīng)管理層批準(zhǔn)不得成認(rèn)擔(dān)負(fù)(甚至口頭的)任何責(zé)任或同意給予賠償HOTELMANAGERONDUTY

飯店值班經(jīng)理REPORTOFMEDICALAILMENT疾病報告 1.Offerassistancewherepossible在可能之處予以協(xié)助2.Evaluateandarrangemedicalassistance.Remindtheguestthefeecausedbycallingambulance,etc.willbepaidbyguest.查看并安排醫(yī)療援助。提醒客人安排救護(hù)車等費(fèi)用由客人承擔(dān)。3.DonotprovidemedicationbutfollowDoctor’sadviceevenforhospitalization不得提供任何藥物但要遵循醫(yī)生的建議甚至將客人送到醫(yī)院

HOTELMANAGERONDUTY

飯店值班經(jīng)理REPORTOFMEDICALAILMENT疾病報告 4.IfDoctornotonsite,arrangewithFOdutyMgrtocontacthospitalforadviceandSecuritystafftomeetambulance.Otherwise,arrangetaxiorhotelcarforguestownuse.Astaffcanbearrangedtoescorttheguestupontheguestrequest.Guestcontactnumbershouldbeobtainedforfuturecontact.假設(shè)醫(yī)生不在現(xiàn)場，那么要安排大堂副理聯(lián)系醫(yī)院并且保安部員工要前去迎接救護(hù)車。或?yàn)榭腿税才懦鲎廛嚮蝻埖贶囕v。在客人要求下可安排一名飯店員工陪同客人去醫(yī)院。所取客人的聯(lián)系以備聯(lián)系。HOTELMANAGERONDUTY

飯店值班經(jīng)理REPORTOFMEDICALAILMENT疾病報告 5.TheMODorDutyMgrwillcompletethe“GuestEmergencyTreatmentRegistrationForm〞andsecuretherequiredinformationandendorsements值班經(jīng)理或大堂副理將填寫“賓客緊急救治登記表〞并獲取所需信息及客人的簽名HOTELMANAGERONDUTY

飯店值班經(jīng)理REPORTOFMEDICALAILMEN疾病報告6.Afterguestleave,doublelockguestroom.Ifguestexpectedlongstayinhospital,chargeforcurrentnightandapply“SleepOut〞statusafterapprovalfromGMnextday.

客人離店后要將其房間重新鎖好。假設(shè)客人需長期住院，那么可收取客人當(dāng)夜房費(fèi)并于次日向總經(jīng)理申請批準(zhǔn)將該房間房態(tài)設(shè)置為“外住〞。HOTELMANAGERONDUTY

飯店值班經(jīng)理REPORTOFMEDICALAILMENT疾病報告

7.StaffreturntohotelafterguestadmittedtohospitalandsecureguestinformationforreporttoMODonreturn.Otherwise,waitfortreatmentandescortguestback.辦完客人住院手續(xù)后，員工要回到飯店并將客人的相關(guān)消息帶回匯報給值班經(jīng)理。否那么，等待客人進(jìn)行治療并于其后陪同客人返回飯店。HOTELMANAGERONDUTY

飯店值班經(jīng)理REPORTOFMEDICALAILMENT疾病報告

8.RecordthecaseontheMODchecklist.AndhaveGSMtokeeptherecordonthelogbookforfollowup.在值班經(jīng)理檢查表中記錄事件。并要求賓客效勞經(jīng)理在其交班本中記錄做跟辦之用。9.Onguestreturn,FOwillprovideassistanceandfollowuponroomaccount客人返回飯店后，前廳部將給予協(xié)助并跟進(jìn)客人的費(fèi)用房帳HOTELMANAGERONDUTY

飯店值班經(jīng)理

SupplementaryNotes 補(bǔ)充內(nèi)容

1.Ambulancecanonlyenterbyhotelbackentranceandmedicalteamuseservicelifts.救護(hù)車只能由飯店后門進(jìn)入且醫(yī)務(wù)人員要使用效勞電梯。2.Guesttobeinformedofpaymentofmedicalfeesincashdirecttomedicalteaminroomorathospital.在房間或醫(yī)院告知客人直接用現(xiàn)金形式向醫(yī)療人員支付醫(yī)療費(fèi)。HOTELMANAGERONDUTY

飯店值班經(jīng)理SupplementaryNotes 補(bǔ)充內(nèi)容

3.Preparemiscellaneousvoucherforguestsignatureifchargedtoroomaccountforcashpayouttomedicalteam.假設(shè)客人無法以現(xiàn)金支付醫(yī)療費(fèi)用而須掛房帳的話，那么要準(zhǔn)備好其它單據(jù)請客人簽字HOTELMANAGERONDUTY

飯店值班經(jīng)理GUESTSFIGHTINGINTHEHOTEL 客人在飯店內(nèi)斗毆

1.Onreceivingthecall,ascertain接聽時，要弄清以下內(nèi)容-thecalleridentityandlocation致電者的身份及地點(diǎn)-ifhotelsecuritywasalerted飯店保安部是否知曉此事-numberofpeopleinvolved所涉及的人數(shù)-hotelpersonnelinattendance現(xiàn)場的飯店人員2.Contactnearestsecuritypointtodespatchsecuritysupervisorandpersonneltothescene,ifnotyetcalled假設(shè)保安部未接到報警，那么聯(lián)系最近的保安值班崗以派遣保安主管及保安員到現(xiàn)場HOTELMANAGERONDUTY

飯店值班經(jīng)理GUESTSFIGHTINGINTHEHOTEL 客人在飯店內(nèi)斗毆

3.AssessthesituationandtakechargewhileawaitingtheSecuritySupervisor評估現(xiàn)場情形并在等待保安主管到達(dá)的時間內(nèi)加以控制4.IdentifytheOrganisorifany,includingaggressorsandvictimswiththehelpofstaff在員工的幫助下識別組織者(假設(shè)有)，包括攻擊者和受害者HOTELMANAGERONDUTY

飯店值班經(jīng)理GUESTSFIGHTINGINTHEHOTEL 客人在飯店內(nèi)斗毆

5.Separatetheaggressorsandvictimsbydirectingsecuritystafftoescortthevictimsawayfromthescenetoasafearea通過指揮保安員陪同受害者遠(yuǎn)離現(xiàn)場到平安區(qū)域來將攻擊者和受害者分開6.Switchonthelightsifinadarkoutletandmanypeopleinvolved假設(shè)在黑暗的營業(yè)區(qū)域里且有較多人員牽扯在內(nèi)，那么要將燈翻開HOTELMANAGERONDUTY

飯店值班經(jīng)理GUESTSFIGHTINGINTHEHOTEL 客人在飯店內(nèi)斗毆

7.GivesupporttotheSecuritySupervisorandOrganisertocontrolthesituation協(xié)助保安主管和組織者控制局勢8.Ifgettingoutofcontrol,callforChiefofSecurity,ManagementandthePSBnearby,假設(shè)局勢無法控制，那么要匯報給飯店保安總管和管理層并撥打本地派出所。HOTELMANAGERONDUTY

飯店值班經(jīng)理GUESTSFIGHTINGINTHEHOTEL 客人在飯店內(nèi)斗毆

10.Takestockofthedamagesandphotos保存好受損物品及所拍照片HOTELMANAGERONDUTY

飯店值班經(jīng)理GUESTSFIGHTINGINTHEHOTEL 客人在飯店內(nèi)斗毆

13.AsktheconcernedpeopletopreparetheDamageList要求相關(guān)人員準(zhǔn)備受損物品清單HOTELMANAGERONDUTY

飯店值班經(jīng)理SUPPLEMENTARYNOTES 補(bǔ)充內(nèi)容

1.AllowtheSecuritySupervisortohandlethesituationwherepossiblewhileyouexercisetactandinitiativetocalmtheparties.在使用您的聰明機(jī)智應(yīng)答并撫慰平靜事件中所涉及人員時，要讓保安主管在可能之時處理現(xiàn)場情況HOTELMANAGERONDUTY

飯店值班經(jīng)理

STAFFFIGHTINGINTHEHOTEL 飯店內(nèi)的員工斗毆

1.Onreceivingthecall,ascertain接聽時，要弄清以下內(nèi)容-thecalleridentityandlocation致電者的身份及地點(diǎn)-ifhotelsecuritywasalerted飯店保安部是否知曉此事-numberofpeopleinvolved所涉及的人數(shù)-hotelpersonnelinattendance現(xiàn)場的飯店人員2.Contactnearestsecuritypointtodespatchsecuritysupervisorandpersonneltothescene,ifnotyetcalled假設(shè)保安部未接到報警，那么聯(lián)系最近的保安值班崗以派遣保安主管及保安員到現(xiàn)場HOTELMANAGERONDUTY

飯店值班經(jīng)理

STAFFFIGHTINGINTHEHOTEL 飯店內(nèi)的員工斗毆

3.AssessthesituationandtakechargewhileawaitingtheSecuritySupervisor評估現(xiàn)場情形并在等待保安主管到達(dá)的時間內(nèi)加以控