ManageronDutyReport酒店经理必看.doc

MANAGER ON DUTY REPORT值班经理报告Date & Time日期和时间Manager on Duty值班经理Jamie PengGeneral Procedures 总体程序1. You are the designated representative of the General Manager for this designated period, and are responsible for the quality and service to our guests as well as for their safety and security.在规定的时间内您被指定为总经理的代表，负责酒店对客服务及品质并确保客人安全。2. Your duty commences at 8:00am until 10:30pm.您的值班时间为早上8：00至晚上10：30。3. Be highly visible to the hotel staff, guests and major catering/banquet guests whenever possible and assist where necessary. Remember the role of “COUNT ON ME! AMBASSADOR”尽可能出现在重要的宴会、客人及员工所在区域，如有需要尽全力帮助他们。记住“COUNT ON ME ! AMBASSADOR”的服务理念。4. Tour public areas and back-of-the-house areas and note in the appropriate sections of this report the general conditions of the areas and include any hazardous situations and safety infractions.巡视酒店公共区域及员工区域，在本报告相应部分记录区域的总体情况并包括任何风险及违反安全规定的情况5. A total of TWO (1Deluxe / Club Room and 1Suite) rooms are to be inspected on the duty.值班期间检查两间房间（一间豪华房/行政房及一间套房） 6. Attend morning briefing after duty to report directly all events that have occurred during your previous shift.参加次日晨会直接汇报值班期间发生的所有事件。7. In cases of emergency, ensure that the following people are contacted:在紧急情况下确保以下人员被通知到：- General Manager 总经理- Executive Assistant Manager 行政副经理- Director of Rooms 房务总监8. Upon completion of duty the MOD must coordinate/inform Assistant Manager of any incident happened and ensure necessary follow-up is done. 值班经理应通知大堂经理所发生的任何事件并在下班前确保必要的跟进。 9. You must submit this report to the GM Office BEFORE morning briefing in the following day of the duty.次日早上值班结束时您必须将此报告在晨会前交总经理办公室。Hotel Information酒店信息Time inspected检查时间：Anticipated Occupancy预计出租率Expected arrivals预计抵店Expected Departures/预计离店Today catering/banquet functions今日宴会:VIP Expected Arrival贵宾预抵Note the VIP room number or Catering you inspected ,issue found and action taken请注明你检查的贵宾房号或宴会，发现的问题和采取的行动。Name of VIP met迎候的贵宾姓名： Time时间：Wyndham Reward ByRequest温德姆会员计划How many enrollment today?今天有多少新会员加入？ Comments Acquiring 意见征询 Talk with 1 hotel guest and get their Feedbacks & Opinions on Hotel, e.g. management, staff, services, facilities, etc. Provide the name or room number of guest(if guest in house):征求1名酒店客人对于酒店管理的意见,如管理、员工、服务、设施等。注明客人姓名及房号（如客人住店）。Talk with 1 associate and get their Feedbacks & Opinions on hotel management, facilities, what they will change if given the possibility (name & department). 征求1名酒店同事对于酒店管理、设施的意见，如有可能，他们将如何改变？ (员工的姓名及部门) 。Front Desk Check In前台入住 Time时间：Conditions 标准Yes / No/ xAction Taken采取措施Time taken for check in at Front Desk _minutes登记入住时间？Are staff well groomed and poised?员工是否仪表良好，亲切自然？ Were phones answered promptly & courteously?是否礼貌及时应答电话?Were guest called by name? how many times?是否用您的姓氏称呼您？有几次？ General Comments总体意见:Dining in Restaurant 在餐厅用餐F&B Outlet:餐厅名称Time时间: YesNo xPhone was answered promptly and professionally及时并专业应答电话Greeted promptly and courteously and seated by the host及时礼貌的问候并由咨客引领到座位。Drink was offered by server before meal餐前提供酒水服务。Menu was offered promptly及时提供菜单Food was prepared as ordered and met expectations食物与所点一致并达到期望If NO, please explain:如果没有请解释：Dishes were cleared promptly changed after each course was completed每道菜用完后餐盘能及时更换Water was refilled regularly及时添加水Dessert menu was offered 是否提供餐后甜点？After-meal drink was suggested餐后有推荐酒水Who was the Manager on duty while you were dining？当时的餐饮值班经理是？Was the Manager interacting with the guests？他/她是否与客人沟通，提供服务？Was the host/hostess at the entrance to see off you?是否咨客在门口送别？Was the check presented promptly?账单是否及时提供？Comment on quantity, quality, food presentation and pace of service. Any incident noticed while dining?请对食物的数量、质量、外观及服务步骤评价。用餐期间有任何问题吗？ Hotel Patrolling 酒店巡视Basement 1 地下一层 Time inspected检查时间： Areas Need to Check检查区域Conditions标准Yes / No/ xAction Taken采取措施Staff Entrance员工通道入口Door shut, Security on Site门关闭，保安在岗Supper in Staff canteen员工餐厅宵夜. Time时间： No. of Staff?夜宵人数?How was the food? Any comments？食物如何？任何建议？Cost Control / Purchasing / Receiving/HR Office成本控制/采购/收货/办公室人力资源部 Locked / Lights & AC Off 门上锁/熄灯/空调关闭Garbage Room垃圾房Clean & tidy, in good condition整洁，状态良好Freezer / 冷库Locked / 门上锁Staff Locker员工更衣室In order , No Outsider 状态良好无外来人员使用Uniform Room Laundry Room制服房洗衣房Locked / Lights & AC Off 门上锁/熄灯/空调关闭Store Room Steward Storeroom F&B Storeroom /餐饮部仓库总仓管事库房Locked / 门上锁Locked, Lights & AC Off门上锁/熄灯/空调关闭Directions Fire Exit / 安全通道Fire Extinguisher / 灭火器指示牌Clean& tidy, In good condition整洁，状态良好Parking Area Drive Way停车场车道No rubbish, Car properly parked无垃圾,车辆有序停放Engineering Office 工程部办公室Time checked检查时间：Number of staff on duty 当班人数：Name of the duty engineer值班工程师姓名：Plant Room 设备房Clean & tidy, in good condition整洁，状态良好Others or any comments/其它或建议Front Entrance酒店前门 Time inspected检查时间： Areas Need to Check检查区域Conditions标准Yes / No/ xAction Taken采取措施Parking Area停车场Car properly parked, Area secured 车辆停放有序，区域保安正常Flag Pole旗杆In good condition，Flag down无损坏,旗帜降下Hotel Outward Appearance/ Hotel Signage &Light灯光/楼体外观/酒店标志/广告牌，灯箱Clean & tidy, in good condition整洁，无损坏Security Guard / 保安Patrolling / 巡视Main Entrance Door大门In order/Bellman available状态良好，行李生在岗Others or any comments其它或建议Hotel Lobby Area酒店大堂区域 Time inspected检查时间： Areas Need to Check检查区域Conditions标准Yes / No/ xAction Taken采取措施Lobby Lounge 大堂吧Well set up for Tables & Counter桌面和吧台按标准摆放How many guest有多少客人：Lobby Lounge Pantry大堂酒廊备餐间Clean & tidy, 整洁 Floor, Wall, Furniture地面，墙壁，家具Clean & tidy, in good condition整洁，状态良好Staff on Duty值班人员状态In line with Service Standards符合服务标准Lift Landing Area Elevator电梯厅电梯轿厢Clean & tidy, in good condition整洁，状态良好Escalator扶梯Clean & tidy, in good condition整洁，状态良好Service Apartment/Desk Front Desk服务公寓柜台前台Clean & tidy, in good condition整洁，状态良好Operator Room& Back Office Concierge Desk总机及后台礼宾台Staff on duty& In line with Service Standards员工在岗&符合服务标准Toilet Public Phone Booth公共卫生间公共电话亭Clean & tidy, In good condition整洁，状态良好Shops商场Presentation/ Attendant service up to standard陈列/服务符合酒店标准Staff Toilet/Shower 员工卫生间/淋浴间 Clean/No Scripts on the Wall整洁、无乱涂乱画 Time checked检查时间：CCTV Room监控中心Staff alert, No equipment out of order员工在岗，无设备损坏。Others or any comments其它或建议Level 2nd Restaurant 2楼餐厅 Time inspected检查时间： Areas Need to Check检查区域Conditions标准Yes / No/ xAction Taken采取措施Le Rivage Restaurant琴岸西餐厅time时间：How many Guests? 多少位客人？ Any comment任何意见？ JuJu An Japanese Restaurant树树庵日本餐厅time时间：How many Guests? 多少位客人？ Any comment任何意见？ Service Staff服务人员In Line with Hotel Standard符合酒店服务标准Kitchen厨房Clean & tidy, Fridges are locked 整洁，食物柜锁好Room Service 送餐部Clean & tidy, staff available整洁，员工在岗Public Toilet公共洗手间Clean & tidy, in good condition整洁，状态良好Corridor Lift Landing Area走廊电梯厅Clean & tidy, in good condition整洁，状态良好Others or any comments其它或建议Level 3rd Restaurant &Banquet 3楼餐厅及宴会厅 Time inspected检查时间: Areas Need to Check检查区域Conditions标准Yes / No/ xAction Taken采取措施Xinnan Xuan Restaurant 新南轩餐厅Time时间：How many VIP rooms occupied? How many guests in main dining room? Any comment？多少个包厢？ 大厅有多少位客人? 任何意见？Conference Rooms / 会议室Well Setup& Vacant are locked 布置有序,未使用的已锁好。Service Staff服务人员In Line w/Hotel Standard符合酒店服务标准Kitchen Bqt/Chinese厨房Clean & tidy, Fridges are locked 整洁，食物柜锁好Caf Terrance咖啡吧Time时间：How many guest ?多少客人？ Any comments任何意见？Public Toilet公共洗手间Clean & tidy, in good condition整洁，状态良好Corridor Lift Landing Area走廊电梯厅Clean & tidy, in good condition整洁，状态良好Others or any comments其它或建议Level 4th BC &Banquet 4楼商务中心及宴会厅 Time inspected检查时间： Areas Need to Check检查区域Conditions 标准Yes / No/ xAction Taken采取措施Business Center商务中心Equipment in order, service up to standard 设备良好, 服务达到标准Conference Rooms / 会议室Well Setup& Vacant rooms are locked 布置有序,未使用的已锁好。Public Toilet公共洗手间Clean & tidy, in good condition整洁，状态良好Corridor Lift Landing Area走廊电梯厅Clean & tidy, in good condition整洁，状态良好Others or any comments其它或建议4&5 F Office Area4&5楼办公区域 Time inspected检查时间： Areas Need to Check检查区域Conditions标准Yes / No/ xAction Taken采取措施Door/Lights/Computer门/灯/电脑Office light off/Door locked办公室门、电脑及灯光关闭 Corridors / Walls走廊/墙壁Clean& tidy, in good condition整洁，状态良好Others or any comments其它或建议Gym and Pool健身房及游泳池 Time inspected检查时间： Areas Need to Check检查区域Conditions标准Yes / No/ xAction Taken采取措施Gym& Pool 健身房&游泳池Staff on duty, Equipment in order, Area is clean员工在岗，区域清洁，设备状态良好。how man