国际酒店前厅管理手册Front Office Reception-RM-FO-GS-23-02-Down time handle and down time report.doc

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM-FO-GS-23-02Effective Date:Division:Rooms办公室Revised Date:Section:Front Office前厅部Prepared by : Approved by 批准人:_SUBJECT:Down Time Handle and Down Time Report 电脑系统故障的应对方案_OBJECTIVE目的：Ensure Front Office前厅部 ambassador be able to continue to operate wi

3、th a minimum inconvenience to guests.如前台电脑系统故障或维修应尽量减少给客人造成的不便POLICY政策：Standard:In case of a computer failure or planned computer down time, the Front Desk must be able to continue to operate with a minimum inconvenience to guests.如前台电脑系统故障或维修应尽量减少给客人造成的不便。前台接待必须能够继续按前台手工操作程序正常工作。PROCEDURES 程序： Rece

4、ption前台: 1. Necessary system back-up must be run every four (4) hours: 06:00, 10:00, 14:00, 18:00, 22:00 hrs to ensure that a minimal impact is experienced to normal operations in case of system failure.1 每隔四小时(06:00, 10:00, 14:00,18:00,22:00点)在电脑系统中做一次资料备份以便电脑出现问题时使用。2. The Front Office前厅部 Manager,

5、 Guest Service Manager and Shift leader on duty will coordinate the activity of the department during the computer down period and ensure that all activities are running smoothly and all information is updated properly.2 在电脑系统故障时，前厅部经理，宾客服务经理和当班主管负责协调前厅部顺利开展工作，并保证所有信息及时更新。3 The manual operation will

6、 continue even after the system is back up and running, until such time when all updating, check-ins, postings etc. experienced during down time is entered and the system is “up to date” again.3 即使电脑系统恢复还必须进行一段时间的手工操作，直到将电脑系统故障期间的所有信息输入电脑更新完毕为止。4 Where possible, guests will not experience any inconv

7、enience during this time. If the situation will continue to include normal checkout time, a note must be sent to the guests beforehand, guests using credit card check out, advise them to use an express checkout.4为了避免在电脑系统故障时给客人带来不便，如果电脑系统故障可能影响到客人结账，要事先通知客人，建议用信用卡结账的客人使用快速结账服务。5 Print reports before

8、 a planned system down- 1 x arrival report- 1 x foreign currency exchange- 1 x departing guest folios- 1 x guest ledger summary- 3 x in house guest by room (for Front Desk, Concierge and GSC)- 3 x in house guest alpha (for Front Desk, Concierge and GSC)- 3 x message report (for Front Desk, Concierge

9、 and GSC)- 2 x room availability (for Front Desk and Housekeeping)- 2 x room status report (for Front Desk and Housekeeping)- 2 x departures report (for Front Desk and Housekeeping)- 2 x blocked Rooms办公室 report (for Front Desk and Housekeeping)- 1 x group arrivals report5 系统故障前打印的报表如下：- 一份预抵客人报表- 一份

10、外币兑换率报表- 一份离店客人账目报表- 客人账目报表- 三份住店客人报表(给前台，礼宾部和宾客服务中心)- 三份按照客人姓氏打印的报表(给前台，礼宾部和宾客服务中心) - 三份留言报表(给前台，礼宾部和宾客服务中心)- 两份可卖房报表(给前台和管家部)- 两份房态报表(给前台和管家部)- 两份离店客人报表(给前台和管家部)- 两份预留房间报表(给前台和管家部)- 一份团队预抵报表6 These reports are kept in the “system down” file. Previous reports must be thrown away when replaced with

11、new ones. Most up-to-date reports will be issued to Front Desk, Concierge, GSC and Housekeeping when a system down situation occurs6以上报表必须放在指定的位置。打印好新报表后要将过期报表处理。在电脑系统故障时，最新报表要发给前台，宾客服务中心，礼宾部和管家部。7 If a “system down” suddenly happened, inform I.T department immediately and use the previous night aud

12、it report. 7如与未经通知而突然发生系统故障，立即通知电脑部。使用前一天的夜审报告，继续为客人提供服务。8 When guests arrive, register as normal, select a vacant inspected room from sheet and cross it out, note guests name in pencil, write room number on registration card note on the arrival report that the guest has checked in.- Inform GSC of a

13、rrival, an open line will be provided for the guest.- Inform the Executive Club GSA on duty of guest arrival, if a Executive Club guest arrives.- Place completed registration cards in a pre-determined tray, so updating can be done once the system is back.8 当客人抵店时，按照正常程序登记，在可卖房报表圈出已检查空房给客人。用铅笔在登记卡注明登

14、记客人姓名，房间号码。最后在预抵客人报表注明“客人已到”。- 通知宾客服务中心客人已经入住，为客人开电话外线。- 如果客人住在行政楼层，要通知行政楼层宾客服务员。- 将客人登记卡放入事先准备好的文件架内，以便电脑系统恢复时集中输入电脑。9. When guests depart, issue the most up to date folio from departing guest folios.- Manually add any charges not listed.- Process payment manually and write amount received on folio

15、 report and Payment type.- Advise guest that final copy will be mailed the same day.- Attach all back up to folio and place in pre-determined tray for updating later.- Note that room is now “Vacant Dirty”.- Advise GSC and Housekeeping.9. 当有客人离店时，查阅最新离店客人账目报表。- 手工加入客人未入账目。- 按照付账方式手工收取费用，并在报表注明实际收费金额和

16、实际付账方式。- 通知客人酒店当天会邮寄账单给客人。- 将账单放入指定的文件架，以便集中输入电脑。- 在房态报表注明房间“待清洁空房”。- 通知宾客服务中心和管家部客人已经离店。10. Outlets to be advised to deliver all dockets to the Front Desk until the system are operating again. These are then placed in the relevant room ledger file along with the registration card.10. 通知其它部门将客人账单送到前台直到电脑系统恢复为止。将收到的客人