酒店客房营运专用参考资料.doc

STANDARDARRANGEMENT “MEAL PLANS”P.156Often in Resort HotelMEAL PLANSARRANGEMENT NAME （S）ABBREVIATION（S）INCLUDES:（Full）American Plan（Room and Board）（Full Board）（Full Pension）AP （FAP）（RB）（P）Room, three meals （breakfast, lunch and dinner）usually served in a sale a manager with fixed menu or buffetModified American Plan（Half Board）（Demi-Pension）MAP（1/2 P）Room, two meals （breakfast and usually dinner）ideal for sports resortsBermuda Plan（Bed Breakfast）BP（BB）Room and full English American breakfastContinental Plan（Garni）CPRoom and continental breakfastEuropean Plan（Apartments Only）（Room Only）EP（AO）（RO）Room OnlyTHE ROOM DIVISION DAYP.187The time on this chart are, in part, approximate, and may differ slightly according to hotel policy, equipment options, etc.2:00 a.m.Close-of-DayThe previous day is closed and posting check-ins may be processed for the new day, as the computer posting machine has been updated; late check-ins posted as pick-up revenue on new day.5:00Newspaper Delivery Wake-up Calls:Newspapers are delivered by the night bellman; PBX begins wake-up calls; Daily Events board is updated.6:00Check-outs begin:Guest begin checking-out gradually; PBX contacts area hotels for occupancy comparison.7:00Morning Reports Early Shift begins:（“A” Shift）Night Manager must deliver morning reports to G.M., various departments; Early Shifts begin reporting to work.7:30Housekeeping Dispatcher begins assignments FO handover of shift（Occurs with each shift change）Dispatcher begins room assignment to maid based on morning reports; FO hold a brief meeting to brief Early Shift; Housekeeping Asst. Reconciles yesterdays rooms, prepares houseman and general cleaning assignments.8:00Room Attendants Housemen arrive; FO begins “setting up the house”Room Attendants and Housemen receive assignments and amenities and commence work; FO Asst. Manager or Chief Receptionist begins blocking airline, group, VIP, Special Attention and special request arrival rooms.8:30Housekeeping Supervisors Conduct room checks for “A.M.” Hskp Housekeeping Report Reservation Mgr. Checks no-shows and commissions:Housekeeping Supervisor check status or vacant and 000 rooms and report any discrepancies to FO immediately; FO is subsequently informed of any RFVs or Sleep-outs; Res. Mgr. Checks no-shows from 2 days previous and checks commission payments as forwarded by Accounts Payable from yesterdays check-outs.9:00VIP rooms presented to Housekeeping G.M.s Morning Briefing Credit checks begin bellmen or porters pickup mail:FO presents blocked VIP rooms to Housekeeping with and early arrivals for initial check; FOM attends briefing; Credit Manager begins checking “pit”; Concierge arranges complimentaries for VIPs once rooms are approved.10:00Swing Shift arrive Laundry opens:Swing shift, if scheduled arrive during this general period.11:00VIP rooms ready for inspection by Asst. Mgr.:Housekeeping “returns” VIP and Special Attention rooms for final inspection.12:00Lunch breaks beingDependant upon arrivals departures, lunch breaks begin in Housekeeping and FO.13:00Check-Out Time Expected Departure Check 000 Room Check:Guest checking-out after this time may be charged an additional half-day rate; check-ins gradually begin; expected departures list （still not checked-out）is distributed to Housekeeping Supervisors by FO; DND and D/L （Double Lock）rooms are entered by HK Supervisors and Security; FO Asst. Verifies status of 000 rooms with responsible departments may repeat at 17:00.14:30Early Shift Cashiers cash-outEarly Shift cashiers begin cashing-out in back office.15:00Check-In Time Late Shift begins arriving P.M. Housekeeping Report compiled（“B” Shift）:Check-in possibility is “assured” by this time.16:00Housekeeping Early Shift departs Turndown Attendants arrive; FO checks HK discrepancies:Room statuses compared between Housekeeping physical check and FO records: Rooms-Found-Vacant checked out; second mail drop picj-up be bellmen porters.16:00 （Once Weekly）Rooms Division Meeting17:00Dinner breaks commence FO Asst. Calls other hotels count status:Dinner breaks scheduled around check-in; Fo Asst. Check with other Asst.s to arrange evening; heavy door activities until 20:00.18:00Cut-Off Time:Turndown begins:Non-guaranteed reservations may be cancelled; persons checking-out later may be change a full night; guaranteed reservations may not be cancelled without charge; Day Use is checked for departure; turndown process begins in Housekeeping along with preparation of tomorrows amenities by dispatcher; Laundry closes; Reservations reduced to one reservationist until 20:00 then closes.21:00Initial PitBucket CheckFO Asst. Check the computer rack against registration cards; some credit checking possible; final organization of potential sellout; pre-registered rooms are checked for actual arrival.23:00Audit Shift arrives（“C” Shift）Night Manager co-ordinates sell-out with FO Asst.; Night Manager begins rack or computer balancing of Room revenue and initial reports; Night Receptionist conducts final detailed pit check; Night Cleaning begins in Public Areas; Housekeeping closes.In manual Front Offices, a Count must be taken at least once per hour. In Computerized hotels, computer backup reports must be generated at least hourly, and daily saves of the computer must be effected at least four times daily.ROOM STATUSESP.192ROOM STATUSESChart XV illustrates the various possible Front Office and Housekeeping room statuses. Although each property and computer system utilizes different terminology, the statuses remain essentially the same.FRONT OFFICEHOUSEKEEPING Vacant and clean（Available and ready） Vacant and clean V/C awaiting inspection（Cleaned by the maid but not inspected and released by the Supervisor） Future block （room V/C but allocated for arrival on a future date） Blocked （room allocated for todays arrival） Assigned （room temporarily removed from available inventory but not as yet allocated for a specific reservation N.B., requires control） Pre-registered （room checked-in to FO “system, but guest has not actually arrived） On change （Vacant / dirty） wait room （room V/D but allocated to a guest who has arrived before rooms were ready） Maid in room Check-out Hanging room （room left dirty from a previous day） Pick-up （check-out bed still made） Return from 000 Refused Service Occupied stay-over Check-in Day Use Permanent Suite （Checked-in but vacant） Credit lock-out （double-locked from without by Credit Mgr.） Security double-locked from without by Security upon guest request Occupied and clean New Bags Occupied dirty Do-Not-Disturb （a.m.）（DND sign still showing） Double-lock （a.m.）（room is still double-locked） Due out （a.m.） Approved Late Departure Reversed Check-out （guest check-out but returned and reregistered in same room） Bag packed Late service assigned Sleep-out Sleep-out （room turned-down but not slept in by guest） Out-of-order （000） Out-of-order （room placed out of order by FO because room is judged unsaleable） 000 - general cleaning Out-of-inventory （room is not accounted for statistically as it is under renovation or permanent house use） Out-of-inventory House Use （Not accounted as occupied） House Use （room not being cleaned）Position Description：FRONT DESK MANAGERRESPONSIBILITIES：The main responsibilities of the Front Desk Managerfall into the 12 categories described below：1. FRONT DESK OPERATIONS：Front Desk Manager have the ability to perform all Front Desk duties in accordance with Corporate and Local SOPs （Standard Operating Procedures）, supervise and maintain a smooth running shift, and develop an effective team.2. BUDGET ADMINISTRATION：Front Desk Manager have the ability to read and comprehend budget worksheets, operating statements, and other financial reports, and take responsibility for adhering to, if not exceeding, budget commitment in the area of sales, average room rate, occupancy, manhour, and wages.3. PERSONNEL ADMINISTRATION：Front Desk Manager interview, orient, and train new employees; coach, counsel, and objectively evaluate all employees; and prepare payrolls and employee schedules. Front Desk Managers have a knowledge of benefit programs and the policies pertaining to AA.EEO. Guarantee of Fair Treatment, and termination.4. GUEST RELATIONS：Front Desk Managers assist in the development, implementation and maintenance of effective guest relations and handle guest problems and complains in such a way as to serve as role model for all employees.5. TRAINING：Front Desk Managers identify employee training needs and then conduct or monitor appropriate training or cross-training programs. They also develop hourly and supervisory personnel and assist Management Trainees with their training programs.6. COMMUNICATIONS：Front Desk Managers must be able to write effectively, speak clearly and concisely, listen attentively, maintain communication with all departments of the hotel, conduct effective （productive and informative）meeting, and keep the Front Desk staff informed of pertinent information.7. LOSSACCIDENT PREVENTION：Front Desk Managers maintain a working knowledge of emergency procedures and prevention policies and procedures. They also must be able to effectively investigate, report, and follow-up on employee and guest accidents and be aware of the impact of these accidents on the Profit and Loss Statement, In addition, the Front Desk Manager must ensure participation of Front Desk personnel in all property safety awareness programs.8. PLANNING AND ORGANIZING：Front Desk Managers utilize goal setting tools to achieve long and short range objectives and time management skills to meet job requirements and responsibilities. They schedule Front Desk personnel, taking into consideration both guest satisfaction and budget constraints, and effectively delegate departmental responsibilities.9. LEGAL：Front Desk Managers must be knowledgeable of Corporate, Federal, State, and Local Regulations pertaining to the operation of the hotel.10. INTERDEPARTMENTAL RESPONSIBILITIES：Front Desk Managers are knowledgeable about all departments within the hotel and how each affects the Front Desk operation in order to develop and maintain a productive relationship with all departments of the hotel. In addition, Front Desk Managers understand the functions of Executive Committee.11. TECHNICAL KNOWLEDGE：Front Desk Managers possess a working knowledge of all Front Office areas so that they can effectively supervise them in the absence of the Front Office Manager （or Assistant Front Office Manager）. They know how to operate all Front Office equipment and how to report malfunctrions should they occur. Front Desk Managers conduct quality control audits, enforce credit policies and procedures, and monitor selling procedures. Also, Front Desk Managers know the procedures and responsibilities of the Night Audit staff.12. PERSONAL DEVELOPMENT：Front Desk Managers