酒店客房营运专用参考资料全

1、STANDARDARRANGEMENT“MEALPLANSP.156OfteninResortHotelMEALPLANSARRANGEMENTNAM&ABBREVIATION(S)1INCLUDES:(Full)AmericanPlan(RoomandBoard)(FullBoard)(FullPension)AP(FAP(RB(P)Room,threemeals(breakfast,lunchanddinner)usuallyservedinasaleamanagerwithfixedmenuorbuffetModifiedAmericanPlan(HalfBoard)(Demi-Pens

2、ion)MAP(1/2P)Room,twomeals(breakfastandusuallydinner)idealforsportsresortsBermudaPlan(Bed&Breakfast)BP(BB)RoomandfullEnglish/AmericanbreakfastContinentalPlan(Garni)CPRoomandcontinentalbreakfastEuropeanPlan(ApartmentsOnly)(RoomOnMEP(AQ(RORoomOnlyTHEROOMDIVISIONDAYP.187Thetimeonthischartare,inpart,app

3、roximate,andmaydifferslightlyaccordingtohotelpolicy,equipmentoptions,etc.2:00a.m.Close-of-DayThepreviousdayisclosedandposting/check-insmaybeprocessedforthenewday,asthecomputer/postingmachinehasbeenupdated;latecheck-inspostedaspick-uprevenueonnewday.5:00NewspaperDelivery/Wake-upCalls:Newspapersaredel

4、iveredbythenightbellman;PBXbeginswake-upcalls;DailyEventsboardisupdated.6:00Check-outsbegin:Guestbeginchecking-outgradually;PBXcontactsareahotelsforoccupancycomparison.7:00MorningReports/EarlyShiftbegins:(AShift)NightManagermustdelivermorningreportstoG.M.,variousdepartments;EarlyShiftsbeginreporting

5、towork.7:30HousekeepingDispatcherbeginsassignments/FChandoverofshift(Occurswitheachshiftchange)Dispatcherbeginsroomassignmenttomaidbasedonmorningreports;FOholdabriefmeetingtobriefEarlyShift;HousekeepingAsst.Reconcilesyesterdaysrooms,prepareshousemanandgeneralcleaningassignments.8:00RoomAttendants/Ho

6、usemenarrive;FObegins“settingupthehouse”RoomAttendantsandHousemerreceiveassignmentsandamenitiesandcommencework;FOAsst.ManagerorChiefReceptionistbeginsblockingairline,group,VIP,SpecialAttentionandspecialrequestarrivalrooms.8:30HousekeepingSupervisorsConductroomchecksfor“A.M.”HskpHousekeepingReport/Re

7、servationMgr.Checksno-showsandcommissions:HousekeepingSupervisorcheckstatusorvacantand000roomsandreportanydiscrepanciestoFOimmediately;FOissubsequentlyinformedofanyRFVsorSleep-outs;Res.Mgr.Checksno-showsfrom2dayspreviousandcheckscommissionpaymentsasforwardedbyAccountsPayablefromyesterdayscheck-outs.

8、9:00VIProomspresentedtoHousekeeping/G.M.sMorningBriefing/Creditchecksbegin/bellmenorporterspickupmail:FOpresentsblockedVIProomstoHousekeepingwithandearlyarrivalsforinitialcheck;FOMattendsbriefing;CreditManagerbeginschecking“pit”;ConciergearrangescomplimentariesforVIPsonceroomsareapproved.10:00SwingS

9、hiftarrive/Laundryopens:Swingshift,ifscheduledarriveduringthisgeneralperiod.11:00VIProomsreadyforinspectionbyAsst.Mgr.:Housekeeping“returnsVIPancSpecialAttentionroomsforfinalinspection.12:00LunchbreaksbeingDependantuponarrivals/departures,lunchbreaksbegininHousekeepingandFO.13:00Check-OutTimeExpecte

10、dDepartureCheck/000RoorCheck:Guestchecking-outafterthistimemaybechargedanadditionalhalf-dayrate;check-insgraduallybegin;expecteddepartureslist(stillnotchecked-out)isdistributedtoHousekeepingSupervisorsbyFO;DNDandD/L(DoubleLock)roomsareenteredbyHKSupervisorsandSecurity;FOAsst.Verifiesstatusof000rooms

11、withresponsibledepartmentsmayrepeatat17:00.14:30EarlyShiftCashierscash-outEarlyShiftcashiersbegincashing-outinbackoffice.15:00Check-InTime/LateShiftbeginsarriving/P.M.HousekeepingReportcompiled(BShift):Check-inpossibilityis“assuredbythistime.16:00HousekeepingEarlyShiftdeparts/TurndownAttendantsarriv

12、e;FOchecksHKdiscrepancies:RoomstatusescomparedbetweenHousekeepingphysicalcheckandFOrecords:Rooms-Found-Vacantcheckedout;secondmaildroppicj-upbebellmen/porters.16:00(OnceWeekly)RoomsDivisionMeeting17:00Dinnerbreakscommence/FOAsst.Callsotherhotelscountstatus:Dinnerbreaksscheduledaroundcheck-in;FoAsst.

13、CheckwithotherAsst.stoarrangeevening;heavydooractivitiesuntil20:00.18:00Cut-OffTime:Turndownbegins:Non-guaranteedreservationsmaybecancelled;personschecking-outlatermaybechangeafullnight;guaranteedreservationsmaynotbecancelledwithoutcharge;DayUseischeckedfordeparture;turndownprocessbeginsinHousekeepi

14、ngalongwithpreparationoftomorrowsamenitiesbydispatcher;Laundrycloses;Reservationsreducedtoonereservationistuntil20:00thencloses.21:00InitialPit/BucketCheckFOAsst.Checkthecomputer/rackagainstregistrationcards;somecreditcheckingpossible;finalorganizationofpotentialsellout;pre-registeredroomsarechecked

15、foractualarrival.23:00AuditShiftarrives(CShift)NightManagerco-ordinatessell-outwithFOAsst.;NightManagerbeginsrackorcomputerbalancingofRoomrevenueandinitialreports;NightReceptionistconductsfinaldetailedpitcheck;NightCleaningbeginsinPublicAreas;Housekeepingcloses.InmanualFrontOffices,aCountmustbetaken

16、atleastonceperhour.InComputerizedhotels,computerbackupreportsmustbegeneratedatleasthourly,anddailysavesofthecomputermustbeeffectedatleastfourtimesdaily.ROOMSTATUSESP.192ROOMSTATUSESChartXVillustratesthevariouspossibleFrontOfficeandHousekeepingroomstatuses.Althougheachpropertyandcomputersystemutilize

17、sdifferentterminology,thestatusesremainessentiallythesame.FRONTOFFICEHOUSEKEEPINGVacantandclean(Availableandready)VacantandcleanV/Cawaitinginspection(CleanedbythemaidbutnotinspectedandreleasedbytheSupervisor)Futureblock(roomV/Cbutallocatedforarrivalonafuturedate)Blocked(roomallocatedfortodaysarrival

18、)Assigned(roomtemporarilyremovedfromavailableinventorybutnotasyetallocatedforaspecificreservationN.B.,requirescontrol)Pre-registered(roomchecked-intoFO“system,butguesthasnotactuallyarrived)Onchange(Vacant/dirty)waitroom(roomV/Dbutallocatedtoaguestwhohasarrivedbeforeroomswereready)MaidinroomCheck-out

19、Hangingroom(roomleftdirtyfromapreviousday)Pick-up(check-outbedstillmadeReturnfrom000RefusedServiceOccupiedstay-overCheck-inOccupiedandcleanNewBagsDayUsePermanentSuite(Checked-inbutvacant)Creditlock-out(double-lockedfromwithoutbyCreditMgr.)Securitydouble-lockedfromwithoutbySecurityuponguestrequestOcc

20、upieddirtyDo-Not-Disturb(a.m.)(DNDsignstillshowing)Double-lock(a.m.)(roomisstilldouble-locked)Dueout(a.m.)ApprovedLateDepartureReversedCheck-out(guestcheck-outbutreturnedandreregisteredinsameroom)BagpackedLateserviceassignedSleep-outSleep-out(roomturned-downbutnotsleptinbyguest)Out-of-order(000)Out-

21、of-order(roomplacedoutoforderbyFObecauseroomisjudgedunsaleable)000-generalcleaningOut-of-inventory(roomisnotaccountedforstatisticallyasitisunderrenovationorpermanenthouseuse)Out-of-inventoryHouseUse(Notaccountedasoccupied)HouseUse(roomnotbeingcleaned)PositionDescription：FRONTDESKMANAGERRESPONSIBILIT

22、IES：ThemainresponsibilitiesoftheFrontDeskManagerfallintothe12categoriesdescribedbelow：FRONTDESKOPERATION：SFrontDeskManagerhavetheabilitytoperformallFrontDeskdutiesinaccordancewithCorporateandLocalSOPs(StandardOperatingProcedures),superviseandmaintainasmoothrunningshift,anddevelopaneffectiveteam.BUDG

23、ETADMINISTRAT：IONFrontDeskManagerhavetheabilitytoreadandcomprehendbudgetworksheets,operatingstatements,andotherfinancialreports,andtakeresponsibilityforadheringto,ifnotexceeding,budgetcommitmentintheareaofsales,averageroomrate,occupancy,manhour,andwages.PERSONNELADMINISTRAT：IOFNrontDeskManagerinterv

24、iew,orient,andtrainnewemployees;coach,counsel,andobjectivelyevaluateallemployees;andpreparepayrollsandemployeeschedules.FrontDeskManagershaveaknowledgeofbenefitprogramsandthepoliciespertainingtoAA.EEO.GuaranteeofFairTreatment,andtermination.GUESTRELATION：SFrontDeskManagersassistinthedevelopment,impl

25、ementationandmaintenanceofeffectiveguestrelationsandhandleguestproblemsandcomplainsinsuchawayastoserveasrolemodelforallemployees.TRAINING：FrontDeskManagersidentifyemployeetrainingneedsandthenconductormonitorappropriatetrainingorcross-trainingprograms.Theyalsodevelophourlyandsupervisorypersonnelandas

26、sistManagementTraineeswiththeirtrainingprograms.COMMUNICATIO：NFSrontDeskManagersmustbeabletowriteeffectively,speakclearlyandconcisely,listenattentively,maintaincommunicationwithalldepartmentsofthehotel,conducteffective(productiveandinformative)meeting,andkeeptheFrontDeskstaffinformedofpertinentinfor

27、mation.LOSSACCIDENTPREVENTI：ONFrontDeskManagersmaintainaworkingknowledgeofemergencyproceduresandpreventionpoliciesandprocedures.Theyalsomustbeabletoeffectivelyinvestigate,report,andfollow-uponemployeeandguestaccidentsandbeawareoftheimpactoftheseaccidentsontheProfitandLossStatement,Inaddition,theFron

28、tDeskManagermustensureparticipationofFrontDeskpersonnelinallpropertysafetyawarenessprograms.PLANNINGANDORGANIZI：NGFrontDeskManagersutilizegoalsettingtoolstoachievelongandshortrangeobjectivesandtimemanagementskillstomeetjobrequirementsandresponsibilities.TheyscheduleFrontDeskpersonnel,takingintoconsi

29、derationbothguestsatisfactionandbudgetconstraints,andeffectivelydelegatedepartmentalresponsibilities.LEGAL：FrontDeskManagersmustbeknowledgeableofCorporate,Federal,State,andLocalRegulationspertainingtotheoperationofthehotel.INTERDEPARTMENTARLESPONSIBILITIES：FrontDeskManagersareknowledgeableaboutallde

30、partmentswithinthehotelandhoweachaffectstheFrontDeskoperationinordertodevelopandmaintainaproductiverelationshipwithalldepartmentsofthehotel.Inaddition,FrontDeskManagersunderstandthefunctionsofExecutiveCommittee.TECHNICALKNOWLED：GEFrontDeskManagerspossessaworkingknowledgeofallFrontOfficeareassothatth

31、eycaneffectivelysupervisethemintheabsenceoftheFrontOfficeManager(orAssistantFrontOfficeManager).TheyknowhowtooperateallFrontOfficeequipmentandhowtoreportmalfunctrionsshouldtheyoccur.FrontDeskManagersconductqualitycontrolaudits,enforcecreditpoliciesandprocedures,andmonitorsellingprocedures.Also,FrontDeskManagersknowtheproceduresandresponsibilitiesoftheNightAuditstaff.