Assistant Manager Checklist

Assistant Manager Check List 大堂经理每日工作检查清单大堂经理每日工作检查清单 Morning Shift 07 00 15 30 早班早班 1 Advance 10 minutes for duty handing over the Master Key and temporary kept items as well as the AM cell phone with night shift AM 提前 10 分钟到岗 与夜班大堂副理交接万能钥匙卡 临时保管物品以及大副工作手机 2 Read the AM Log Book Follow up Book and meeting minutes 阅读交班记录 事项跟进本以及相关会议记要进行跟进和记录工作 3 Review FO Daily Activity report confirm it is correct and sent them to the secretary of GM and DGM at around 8 30 check Expected arrivals and send VIP amenity Orders to Room Service etc Moreover the AM must go to the rooms in person to test the validity of the key cards 从系统中查看当日预抵的贵宾 长住客报表 确保锁定的房间是空房并做好了提前登记 的准备工作 将房号通知客房部 并要求做好相关布置准备工作 商务中心打印出欢迎 信 将贵宾客房赠品通知单下到送餐部 此外 大堂副理必须亲自去准备好的房间检查 房间布置情况 确保房间钥匙可以打开房门 6 Check the Guest Birthday report from the PMS and issue Birthday Cake Order to the room service and help BC prepare the Birthday Card 从系统中查看当日宾客生日报表 准备生日蛋糕单给送餐部 并协助商务中心打印生 日卡 7 Walk around the lobby and all FO sections as well as hotel other public areas ensuring that all are operating normally and in good order including the staff grooming 巡查大堂 前厅其他营运部门以及所酒店其他公共客用区域 确保运作正常有序 员工 仪容仪表规范 8 Read the logbooks of all FO sections and give due attention to the recorded follow ups and vehicle reservations 阅读前厅各分部门的工作日志 检查记载跟进事项的完成情况 并关注当日订车预定 9 Help front desk check out at morning rush hours ensuring guests get smooth and efficient checkout 在早退房高峰时 帮助前台给客人结账 确保离店客人得到高效而顺利的结账 10 Attend department morning briefing 参加前厅部每日早上的部门例会 11 Print and check Room Discrepancy Report at 10 00 in the morning informing the HSKP to change the Room Status accordingly and file the completed report with signature make 1 more copy for the FC handed in by night AM 上午 10 点打印并核对房态差异报表 跟进并将正确的房态通知客房部更改 将处理完的 报表签字存档 并复印一份 由夜班大副投至财务部 12 Spot check staff knowledge grooming and new promotion 不定期检查员工的专业知识 礼节礼仪和新的促销宣传等 13 12 00am check Due Out Report to confirm the stay extensions with due out guests Check High balance Report and file the completed report with signature 中午 12 点 检查将离店报表 与客人确认是否需要办理续住 检查高余额账单报表并 签字存档 14 Handle guest comments or any complaints and record in AM Logbook to follow up 处理客人投诉和其他意见 在大堂副理的交班本上做好记录并跟进 15 Complete the bilingual AM Logbook 完成中英文大副交班日志 16 Make spot check to at least 3 clean rooms during each shift and put into the AM Logbook 每个班次至少检查 3 间空房并将发现的问题记入大副工作日志 Afternoon Shift 14 30 23 00 中班中班 1 Advance 10 minutes for duty handing over the Master Key and temporary kept items as well as the AM cell phone with morning shift AM 提前 10 分钟到岗 与早班大堂副理交接万能钥匙卡 临时保管物品以及大副工作手机 2 Read the AM Log Book Follow up Book and meeting minutes 阅读交班记录 事项跟进本以及相关会议记要进行跟进和记录工作 3 Review FO Daily Activity report to check Expected arrivals departures events of the day Group information 查看前厅部日报表 关注当日预抵及预离情况 以及当日会议及团队预抵准备情况 4 Conduct briefing with all FO morning shift staff 给前厅各岗位中班员工开交班会 5 Check the Arrival Report of VIP LSG Return Guests from the PMS making sure that the rooms blocked are in VC status and pre registration work being done The AM must go to the rooms in person to check the amenity set up as well as to test t validity of the key cards 从系统中查看当日预抵的贵宾 长住客报表 确保锁定的房间已经是 VC 房并做好了提 前登记的准备工作 大堂副理必须亲自去准备好的房间检查房间贵宾赠品布置情况 并 确保房间钥匙可以打开房门 6 Walk around the lobby and all FO sections as well as hotel other public areas ensuring that all are operating normally and in good order including the staff grooming 巡查大堂 前厅其他营运部门以及所酒店其他公共客用区域 确保运作正常有序 员工 仪容仪表规范 7 Follow up the Due Out Report and make sure no due out rooms after 18 00 in the PMS 继续跟进当天预离房报表 确保至下午 6 点 PMS 中没有 due out 房间 8 Print and check Room Discrepancy Report at 15 00 informing the HSKP to change the Room Status correctly and file the completed report with signature make 1 more copy for the FC handed in by night AM 下午 3 点打印并核对房态差异报表 跟进并将正确的房态通知客房部更改 将处理完的 报表签字存档 并复印一份 由夜班大副投至财务部 10 Properly adjust the lights in the lobby and revolving door area when it gets dark in the late afternoon 晚上天色转暗时适当的打开大堂及旋转门区域的灯光 11 Check if there are any notice boards or banner in the lobby to be removed after 18 00 晚上 6 点后检查大堂是否有指示牌或横幅应该撤除 12 After 18 00 print and check the Departure Report for late check out to see if the extra half day rate be charged if not indicate the reason on the report and file it with signature 晚上 6 点打印并检查延迟退房报表 确认是否已收半日房费 如未收 在报表上注明原 因 核查完签名并存档 13 Go to front desk to help check in at peak hours and ensure that the standard be well implemented If there are any VIPs arrive that day and have the expected arrival time stay in the lobby a few ten minutes or earlier to welcome the VIPs 在入住登记高峰时段去前台帮忙 并确保标准得到很好的执行 如果当日有贵宾抵达 且有抵达时间等相关信息 应提前十分钟或更多的时间在大堂迎候贵宾 14 Make at least 3 courtesy calls to the registered guests for greeting and seeking advice Note down on the AM logbook and actively respond to the guests feedback 中班必须至少打 3 个礼仪电话 问候在店客人并询问意见 将反馈意见记录在日志本中 并积极做相关跟进 15 Print and check Room Discrepancy Report at 21 00 informing the HSKP to change the Room Status correctly and file the completed report with signature 16 晚上 9 点打印并核对房态差异报表 跟进并将正确的房态通知客房部更改 将处理完的 报表签字存档 16 At around 21 00 Print and check High balance Report and and file the completed report with signature 晚上 9 00 打印并检查高余额账单报表 核查完签名并存档 17 Handle guest comments or any complaints and record in AM Logbook to follow up 处理客人投诉和其他意见 在大堂副理的交班本上做好记录并跟进 18 Complete the bilingual AM Logbook 完成中英文大副交班日志 Night Shift 22 30 07 00 夜班夜班 1 Advance 10 minutes for duty handing over the Master Key and temporary kept items as well as the AM cell phone with afternoon shift AM 提前 10 分钟到岗 与中班大堂副理交接万能钥匙卡 临时保管物品以及大副工作手机 2 Read the AM Log Book Follow up Book and meeting minutes 阅读交班记录 事项跟进本以及相关会议记要进行跟进和记录工作 3 Check if there are any No Show or cancellation of VIP rooms inform HSKP to take out the amenity set up 检查是否有预定未到或取消的贵宾 通知管家部撤除房间的相关布置 4 Adjust the lobby lights 调整酒店大堂灯光 5 Urge receptionist to check RC make sure all completed and filed 督促前台检查 RC 确保登记单齐全并准确存档 6 Before Night Audit begins 夜审开始前 check due out arrivals block not pick up making sure they should be 0 检查欲退房 今日预定以及 block not pick up 确保均为 0 间 check all POS make sure 0 balance and transfer to 9909 should there be any accounts Make add on for reservation of 9909 that is also 0 balance and check out before night audit and check in after night audit for 0 night ALL PF room except 9900 will be in house for 30 days 检查所有 POS 确保余额为 0 并将有账目的 POS 房转到 9909 检查 9909 确保 0 余 额 夜审前复制个预定 并 C O 夜审后 C I 预定 天数为 0 所有的 POS 房在店天数为 30 天 Check 9500 Lost Interface posting if there are any accounts in the room check its reference to see where the accounts come from 检查 9500 房 看是否有任何漏帐进入房间 如果有 检查 References 看是从哪里漏出 的 如果客人还在店 将漏帐转进去 Check all other PF and make sure 0 balance before night audit 检查其他全部 PF 房 夜审前确保为 0 余额 Print and check Guest In house Rate check Report and high balance report file the completed report with signature make 1 more copy for the FC 打印 rate discrepancy report 和 in house open report 核查完将报表签字存档 Check Complimentary Rooms report and 0 rate room make sure all have the authorized approve and voucher attached 检查免费房及房价为 0 房间报表 确保有有效批准人且附凭证 ensure that the FD has made the reports including Guest In House by room name today s arrival room status report 确保前台已经打印了相关报表 inform all POS cashiers and PMS Users to close shift 通知所有收银点及 PMS 用户退出系统 Micros will take night audit at 1 30 and 10