酒店营运部服务工作质量标准及酒店预订部英文工作手册

酒店营运部服务工作质量标准(一)前厅环境标准1、车场通道(1)车场、车道分开，车位划线固定，不小于客房数的15%，车辆停靠整齐有序，车道宽度不少于4.5米。(2)客人通道与员工进出通道和服务通道分开，并有残疾人轮椅车坡道，坡度不超过12度。(3)车场、车道和人行通道无自行车停放。2、店徽标牌(1)店徽、店名等标牌端庄、完好美观，字迹规范清楚，中英文对照。(2)夜间光照明亮，照明灯具完整无损。3、大堂布局和装饰(1)大堂面积(不包括营业区域面积)与接待能力相适应，不少于客房数×0.8m2。(2)大堂内各服务区域分区设置，布局合理，方便客人。(3)各服务区域的设备设施齐全，符合酒店星级标准。(4)内外装饰精致，并有艺术装饰，文化氛围和视觉效果良好。(5)灯光气氛与装饰布置协调，区域照明良好，自然采光照度不低于100Lx，灯光照度不低于50Lx。(二)前厅卫生质量标准各服务区域内的各种家具、栏杆、标牌等设备清洁光亮，公用电话每月消毒不少于三次，电话台、电话薄干净整洁。(三)前厅部大堂应接服务质量标准1、设立大门应接岗，在规定的服务时间内，始终保持有岗、有人、有服务。2、当班时，始终坚守岗位，站姿规范，精神饱满，面带微笑，全神贯注，作好迎送客人准备。3、对客服务不分种族、国别、贫富、亲疏，一视同仁，做到主动热情，文明礼貌，语言规范得体。对外宾使用英语。对中宾用普通话。4、掌握服务内容，严格执行大门应接服务流程，工作无差错。5、与前厅各岗位配合默契，服务主动。6、交班衔接时，交接班工作记录清楚。(四)前厅部行李服务质量标准1、二十四小时提供服务，在规定的服务时间内，始终保持有岗、有人、有服务。2、上岗工作期间始终坚持站立服务，姿势规范，精神饱满，面带微笑，全神贯注。3、了解和掌握团队及重要客人的抵离情况，认真及时地做好接送行李的准备工作。4、接送散客和团队行李时，严格按照行李运送流程进行操作，并做到轻卸、轻拎、轻放、不超载，确保安全无误，优质高效。5、承办行李寄存领取，按规定的工作流程操作，认真清点检查，做好登记、签收和保管工作，保证无差错。6、行李房干净清洁，寄存的行李摆放有序，安全管理制度落实。7、行李车、行李网罩等服务设备和用具齐全、整洁、完好，摆放位置得当，不影响大堂环境，取用方便。(五)前厅部礼宾代办服务质量标准1、礼宾服务柜台设在大堂正门较显眼的位置，能够观察客人进出。2、设有邮件架、天气预报牌，寻人牌，告示牌等服务指示用具，摆放位置适当，整洁美观，备有各种问讯资料和出借的雨具，代售的邮票，取用方便。3、办理问讯、寻人、出借雨具、邮电分送及各项代办服务准确及时，规范细致，无差错。4、礼宾服务台内外环境整洁，各种用具清洁完好。5、工作交接清楚，有交接班记录。(六)前厅部预订服务质量标准1、设有电脑、专线电话和传真等预订设备，二十四小时提供国际和国内客人的客房预订。2、熟悉酒店客房等级、类型和价格标准，及时掌握客房的周转情况、房间设备的完好程度及近期内来宾的流量，准确按照预订工作规范进行操作，各项预订服务工作无差错。3、预订资料和客史档案完整，存放有序，干净整洁。4、预订处环境整洁，台面文具文件整齐有序。5、电脑、电话、传真等预订设备清洁完好，预订表、单用品齐全，存放整齐。6、工作交接清楚，有交接班记录。(七)前厅部接待问询服务工作质量标准1、采用酒店电脑系统提供入住接待，问询等联网服务，电脑技术性能优良，操作灵便。2、电脑终端打印机、打卡机、压卡机等接待服务设备齐全、完好。3、住宿登记表、房卡等工作表单，各种问询资料以及酒店的各种宣传品、服务指示用品齐备，摆放位置适当，取用方便。4、二十四小时提供服务，有设岗的岗位上有岗、有人、有服务。工作程序完善，接待服务规范。5、准确掌握每天的房态与周转情况，以及来宾流量及主要客人抵离时间，合理排房，保证排房无差错。6、熟练掌握VIP客人，团体客人和零星散客的接待工作流程，准确、迅速办理接待业务，在通常情况下，做到每位客人住宿登记不超过3分钟。7、为客人提供问询、留言、钥匙收发等服务。服务规范，程序完善，做到访客查询不超过3分钟，钥匙收发不超过1分钟。8、接待处环境整洁，各种服务设备及工作用具清洁干净。9、早、中、夜三班衔接时，工作交接清楚，有交接班记录。(八)前厅部商务中心服务工作质量标准1、商务中心设在前厅客人前往方便的地方，配有传真机、打字机、复印机、电脑及文字处理等现代化通讯办公设备。设有小型会议室或洽谈室，并能提供国际互联网(Internet)服务和口译、笔译服务，以及可供出租的电脑和电脑投影仪、普通胶片投影仪、幻灯机、录像机、文件粉碎机等设备。2、设备维修保养及技术性能良好，运转自如，完好率不低于98%。3、基本商务检索资料和商务中心简介、专用纸张、账单资料等用品齐全，取用方便，可随时提供客人查询和使用。4、热情接待客人，准确按照服务工作流程，优质、高效地办理客人委托的各项服务工作。5、商务中心环境干净整洁，各种服务设备及用具洁净，摆放整齐。6、为客人保守设备秘密，不随意泄露客人的传真，打字、复印等文稿的内容。7、交接班工作清楚，并有交接记录。(九)前厅部电话总机服务工作质量标准1、采用程控电话交换机，并带自动计时、计费、自动叫配等服务功能，交换机性能优良，完好率不低于98%，无人为故障发生。2、接转电话，振铃或灯亮不超过3次，中外宾客一视同仁，用语礼貌规范，对中宾使用普通话，对外宾使用英语。3、遇到忙音或无人接听时，及时向客人解释和回复，请客人等候的时间，每次不超过30秒钟。4、熟悉和掌握各地区和城市的国际、国内常用电话代码及价格，挂接长途和计算费用准确无差错。5、熟记常用电话和急修、急救电话号码，客人查询应答迅速、准确。6、办理代客留言、叫醒服务细致周到，按留言和叫醒处理流程操作，无差错。7、维修保养良好，并有检修保养记录。8、机房环境整洁，话务台清洁干净。9、各班交接工作清楚，有交接班记录。(十)前厅部大堂副服务工作质量标准1、设有工作台，可环视大堂，配专线电话和接待客人使用的坐椅，工作台美观、大方，与大堂装修相协调。2、代表酒店总经理在大堂值班，提供二十四小时服务，能熟练地运用外语接待客人和回答客人查询。3、按照工作规范和要求，认真做好VIP客人和行政楼客人的接待和迎送工作，准确处理好客人投诉和遗落物品处理;及时配合各部门处理好客户关系中的问题，工作无差错。4、保持与住店客人的沟通与联系，每天看望或联系客人不少于三次，关心客人住店情况，征求客人意见，解决客人难题，并及时做好记录，按月汇总客人的意见，建议和有关信息，向领导汇报。5、掌握前厅和酒店服务动态，及时与有关部门和人员进行沟通和联系。6、各班工作交接清楚，有交接班记录。(十一)行政楼层服务工作质量标准1、设备设施(1)服务台A、面积宽敞，设有客人接待区(休息区)和客用盥洗室。B、接待区和盥洗室内沙发、茶几等家具和梳妆镜、盥洗台、恭桶，便斗等设备齐全完好，材质优良;各种饮具、茶具和卫生保健用品配置完善。C、服务台配设电脑，与酒店电脑联网，各种宣传品和用具完好无误。D、整个装修与行政楼协调，采光照明和通风良好，并有较好的文化氛围和视觉效果。(2)客房除必须具备客房部的客房设备设施和用品的标准外，还应在每间(套)客房内设置：A、传真机B、房内有电脑接口，并提供国际互联网(Internet)服务。C、写字台上有电话副机。(3)商务中心A、设有十人以上的小型会议和洽谈室，会议桌、椅等家具齐全完好，质地优良。B、能提供国际互联网(Internet)服务和可供出租的电脑。C、配有复印机、电脑等设备和电话号薄，企业名录等基本商务检索资料。(4)餐厅或酒吧A、每个座位密度不少于1.6m2。B、台桌、凳椅等家具用材高档，餐具、酒具配套齐全。C、布置高雅美观，舒适协调，照度和通风良好。(5)阅览室A、可同时供十人左右同时阅览、休息。B、配备中英文报刊、杂志、书籍。C、布置舒适协调，照度和通风良好。(十二)销售管理质量标准1、准备工作充分，仪表仪容得体，携带宣传资料和本人名片。2、拜访客户，礼貌热情，介绍酒店，联络感情，记录详尽。3、客户拜访情况报告填写及时，重要信息记录在案。4、信息定期反馈酒店，投诉处理及时。(十三)预订工作质量标准1、按受客人电话、书信、电报、电传、上门等各种形式的预订，服务规范，程序完善。2、严格掌握客房周转情况和房间设备的完好程度及近期客流量，合理接受预订，保证预订无差错。3、做好预订资料和客史档案的收集存档工作，酌情合理地做好各种礼仪安排和折扣优惠。4、及时根据客房出租率预报，调整促销策略，确定近期促销重点。(十四)宣传广告管理质量标准1、资料收集详尽。2、框架构思独特。3、草案绘制新颖。4、文字说明简结。5、保证制作质量。6、反馈信息齐全。(十五)VIP接待质量标准1、注意仪容仪表、礼节礼貌。2、代表酒店接待VIP客人热情周到。3、根据各级VIP的宾客身份，提供相应VIP接待规格和内容。4、全程陪同VIP客人，随时跟踪，反馈及时。(十六)合同管理质量标准1、各种营销合同标准样本统一规范。2、双方名称、有效期、法定地址、法人代表、双方权利义务职责、结算方式、附列条款等内容填写具体、清晰。3、合同双方代表签署合同，盖章生效。4、及时归档，统一保管。(十七)档案管理质量标准1、数据统计详尽。2、档案建立规范。3、专人保管，定期清理。4、专人跟踪，便于促销。(十八)办公室管理质量标准1、保持有岗、有人、有服务。2、上岗人员按规定着装，做到仪容仪表整洁。3、保持办公室环境卫生，摆放有序。4、保持办公室设施设备运转正常，清洁完好。5、遵守酒店纪律和各项规章制度。6、做好交接班工作，交接清楚，做好记录。7、管理人员加强现场管理和督导，加强工作考核。(十九)宴会预订部工作质量标准1、在规定的岗位上和工作时间内，保持有岗、有人、有服务。2、上岗人员必须按规定着装，仪容仪表符合《员工手册》要求。3、掌握各餐厅情况和预订情况，合理接受和安排宴会预订。4、熟悉菜点知识，准确回答客人问询，积极推销。5、接听客人预订电话时，语言亲切礼貌，以下列方式为标准：“您好，宴会预订，请讲。”认真做好记录，最后将客人预订内容和要求复述一遍，确保预订要求和内容无差错。6、接受预订后，根据订餐标准写出菜单，及时将宴会预订单分送餐厅、收银、冷菜、饼房及相关厨房，要求准确无差错。7、广泛搜集市场信息和宾客反映意见，做好客史档案的整理工作，每月汇报前厅部经理。8、每礼拜向前厅部汇报一次宴会预订情况，分析业务发展趋势，及时提出建议和意见。9、经常了解宾客对宴会的反映，及时转达有关部门，并向客人做好解释反馈工作。10、遵守《员工手册》和各项规章制度，不私受小费和客人馈赠的礼品。11、做好交接班工作，保证工作的连带性，交接清楚，做好记录，且必须有当班人和接班人签字。ReservationManualDIVISION:ROOMS—DEPARTMENT:RESERVATIONGeneralStandardsAgenttospeakinacourteous,friendly,enthusiasticandpleasantvoice.Haveasmileinyourvoice.Reservationwillbeaccepted24hoursperday.Whenreservationsdepartmentwillnotbecovered,FrontDeskshouldtakeallcallsDuringholidayperiods,coverageshouldbeprovidedbyFrontDeskifrequiredPhoneswillbeansweredwithinfive(5)ringsas“Salutation,HotelName,howmayIdirectyourcall”Offerapologyifunabletoanswerwithinfive(5)ringsCallswillnotbeputonholdformorethanfifteensecondsIfalllinesarebusy,apologizetoguest&offertoreturnthecallNeveraskthecallertocallbackTopersonalizethecall,establishcaller’snameandusethroughouttheconversation“Goodmorning/afternoon/eveningReservationsthisis………….Speaking”Agentmusthavealldetailsfor:allavailablerates,packagesandpromotionsdescriptionofthehotelReservationpolicy(i.e.:guaranteedreservations,cancellation,depositetc.)explainroomsize,location&differences“PaintthePicture”bedtypecheck-inandcheck-outtimehoursofoperationforallF&BservicesoffertomakeaRestaurantreservationawareofallcurrentpromotionswithinthehoteluseguestsnamethroughoutconversationspa–sellfacilitiesabletotakeadvancereservationsforhealthclubandF&Boutletsairporttransportationandlimousineservicegeneralinformationregardinghotelservicesandfacilitiesearlyarrivalpolicylatecheck-outpolicyupgradeReservationinformationatFrontDeskiscomplete&accuratewhenguestchecksinOnconfirmation–hotelheadedpaperwithspa&restaurantlogo’stopromotefacilitiestobeusedAllfaxed/e-mailedreservationsshouldbeenteredintothesystemwithintwohoursofreceipt.Anythingreceivedoutwithbusinesshourswillbeenteredintothesystemwithinthefirsthourofbusinessthefollowingday.Confirmationforreservationsfaxed/e-mailedintothehotelshouldbesentwithintwentyfourhoursofreceiptSubject:TakingReservationAvailabilityshouldbecheckedbeforeconfirmingareservationEnterguestnameinguesthistoryfieldtoseeifreservationsshouldbeupdatedtoanexistingguesthistoryaccountAlwaysascertainifguesthasstayedpreviously.Ifyes,donotaskfordetails.Ifno,askhowtheyheardofusAscertainwhetherbusinessorleisureguesttoenableyoutodeterminethecorrectquoteOfferthehighestcategoryofroomsfirst,thanthestandard.ThereshouldbenolostreservationswhenlowerratesareavailableExplainthedifferentratecategoriesaccordingtoavailabilityandexplainpackagecontentsClosethesalebyaskingforthereservation–determinedatesrequired,roomtype,numberofpeoplestayingNon-smokingroomrequest(whenavailable)shouldbeascertainedduringthereservationGivedescriptionofroomandhotelfacilities.Up-sellwhereverpossibleAskthecallerforapproximatearrivaltimeandproposelimousineserviceInputcompleteinformationforreservationintosystem(i.e.:arrivalanddeparturedates,numberofguests,completenameofguest,address,phoneandfaxnumber,specialrequest,roomtype,rateagreed,creditcarddetails)GuaranteewithcreditcarddetailsNoteguaranteedstatusinsystemAdvisecallerofcancellationpolicyandpenaltiesGivecalleraconfirmationnumberGivecallercancellationnumberReadreservationbacktocallerforverificationAlwaysthankthecallerformakingareservationAlwaysascertainhowcallerheardofthehotelSendawrittenconfirmation,includingliteratureonthehotelifneededwithin48hoursSubject:WaitListWhenhotelisfull,offerregularguestsalternativeaccommodationofsimilarstandardSubject:GuaranteeStatusAllreservationsreflectaguaranteeornon-guaranteestatusAllcallersaremadeawareofthereservationstatusGuestshouldbeproperlynotifiedwhenadvancepaymentwillbenecessaryIfdirectbillinghasbeenapproved,thereservationshouldbeguaranteedonlytocompanynamesandaddressesDirectbillstatusistobeverifiedbyCreditDepartment,ifacallerrequestsaguaranteetoacompanynameAllguaranteedreservationsshouldbecancelledby1600hrsifthehotelisrunningatahighoccupancySubject:SpecialRequestsAllspecialrequestsshouldbehandledinapositivemannerSpecificroomrequestmaybepre-blocked,butguestisinformedthatisrequested,notguaranteedPreallocationofroomsisnotallowedatthetimeofreservation,exceptforsuitesoranyspecialrequestsSpecialrequestsshouldbenotedinGuestHistoryinthesystemusingthepre-determinedFideliocodeTracesarerequiredtobesentonatimelybasistoalldepartmentsresponsibleforcarryingoutspecialrequestsExampleofspecialrequests:nearelevatorconnectingroomquietroomnon-smokingcityviewgardenviewearlyarrivallatecheck-outextrabedcribamenityinroometcSubject:GuestHistoryAllinformationregardingguestsspecialrequestsmustbeenteredintotheGuestHistoryfieldwithinFidelioAllguestsusingmorethanoneRFHotelwillbeofferedthesamestandardsofservice,includingspecialrequests,dietaryrequirementsetcTheywillalsobeaffordedanylongstaygiftorsimilarlocalequivalenttothesamestandardoftheirregularlyvisitedRFHotelSubject:AmenityRequestsCallerrequestingamenitymustprovidethefollowing:methodofpaymentnameofguestnameandaddressofpersonpayingfortheamenitytelephonenumberdatethattheamenityistobedeliveredifacardisrequiredmessageonthecardspecificamenitythatistobedeliveredAllamenityordersaretobeprocessedwithapaymentCallerrequestingamenitymustbeinformedoftherelativechargeCountryspecificrulesconcerningthechargingcreditcardsun-sightedmustbefollowedSubject:DirectBillRequestOnlycompanieswithavalidcreditaccountwillbeallowedtodirectbillareservationAllcompanieswithanapproveddirectbillshouldbenotedintothesysteminthecompanies’guesthistoryThecorrectbillinstructionsshouldberecordedinthereservationnotewithaccuratedirectbillinginstructions.AllstaffaspartoftheirinductionprocessshouldbefullyawareofthehotelscreditpolicyAseparateincidentalfolioshouldbecreatedforalldirectbillingsonroomonlyorroomandbreakfastonlyreservationsGuestrequestingdirectbillingwhohasnotyetestablishedapprovalforsuchshouldbereferredtoAccountingtoestablishanaccountAlldirectbillinginstructionsshouldbeenteredcorrectlyinthesystemThepolicyonlatecharges,i.e.minibar,shouldbethatchargesaremadetothecreditcardinthesystem,aletterwillbesenttotheguestexplainingthis.Anychargesover$10/£10willbeforwardedontotheguestSubject:TravelAgentReservationsWhenenteringtheguest’sreservation,ensurethatthetravelagencynumber(IATA)andthetravelagent’snamearenotedinthesystemTheappropriatecommissionpercentageshouldbeenteredinthesystemRFHotelspolicyistopaycommissionoverridesonGeneralManagers&/orDirectorofSalesinstructionsNocommissionswillbepaidfornon-commissionablebusinessTravelagenciesshouldreceivethecommissionstowhichtheyareentitledCommissiondecisionsshouldbebasedonmarketnotcompanystatusAllcommissionispaidwithin30dayswithorwithoutinvoicewhenmoneyhasbeenreceived–excludingdirectbillings(accounttocompany)Subject:ReservationsforGuestswithDisabilitiesNeverassumethatallguestswithdisabilitiesrequirespecialassistance.Whenaguestidentifieshim/herselfasdisabled,askwhat(ifany)specialassistancemaybeneededRecordanyspecialrequestsorneedsinthereservationsystemBlockaccessiblerooms/suitesifneededGuestswithdisabilitieswillbeaccommodatedtotheirspecificneeds,ensuringcomfortduringtheirstayAllhotelstoadheretolocaldisabilitylawsSubject:VIPReservationsVIPsare:AllpeoplepayingrackinasuitePeopleidentifiedbycompanies,i.e.,VPofcompanyholdingafunctionatthehotelPeoplewhohavehadacertainnumberofstaysattheproperty.ThisistobedecidedbythehotelPeoplenominatedbytheManagersofsisterRFHotels,ManagingDirectororbytheSeniorStaffofSavannahHouseAsupervisor/managershouldbenotifiedpromptlyasimportantVIPreservationscomeinAllVIParrivalswillbepersonallymetbytheGeneralManagerorManagerondutyinthehotelandescortedtotheirroomPertinentinformationandanybackgroundhistoryshouldbeenteredinthesystemforthereservationVIPstatusshouldbenotedinthesystemAnamenityorderformshouldbecompletedfortheVIPApersonalizedhand-writtencardfromtheManagingDirector,GeneralManagerorResidentManagerwillaccompanyanamenitytoaguestroomSubject:ComplimentaryRoomRequestsAllcomproomsmustbeinwritingapprovedbytheManagingDirectororGeneralManager,orappropriateExecutiveCommitteememberReservationAgentsarenotauthorizedtocompordiscountaroomwithoutauthorizationNotewhichchargesaretobecomplimentary:ComproomandtaxonlyComproomandbreakfastCompallchargesAllcompreservationsmusthavesomeformfwrittendocumentationforsupportEverymorningallcomplimentaryroomsshouldbereviewedbytheFrontOfficeManagerandtheGeneralManagerSubject:EmployeeRoomRequestsEmployeesmustsubmitaformalrequestinwritingfortheirrespectivedepartmentmanagerforapprovalAllrequestsforemployeeroomsmustbesubmittedtotheGeneralManagerorResidentManagerforfinalapprovalAllapprovedemployeerequestsshouldbereferredtotheReservationsManagerEmployeeroomreservationsenteredintosystemwithappropriatecodesSubject:ChangestoexistingReservationsAllchangestoanexistingreservationshouldbemadeinthesystematthepointofthecallAllinformationandchangestotheexistingreservationwillberepeatedbacktothecallertoverifyaccuracyEnsurethatthereservationrecordisupdated.Advisedepartmentsaffectedbythechange(s)Iforiginalreservationwasnotguaranteed,advisecallerofthestatusandaskifhe/shewouldliketoguaranteethereservationIfitisnotpossibletomakeachangetothereservationduetorestricteddates,alwayssuggestalternativedates,oroffertowaitlistthecallerConfirmationnumbershouldalwaysbereconfirmedwiththecallerAllchangesmadeonmanualformaretheresponsibilityoftheReservationistsacceptingthecallandmustbecompletedbytheendofthatshiftSubject:CancellationsAllreservationsshouldbecancelledinthesystematthetimeofcallGuestsshouldbeclearlyinformedofanycancellationpenaltyincurredGuestsaretobegivenacancellationnumberAdvisedepartmentaffectedbythechangesAcancelledreservationwithanadvanceddepositshouldbeaccompaniedbyacheckrefundrequestHotelcanchargeforcancellation,evenifroomhasbeenre-sold.Subject:No-ShowsGuaranteednoshowstobechargedtogueststhefollowingdayNo-showsaretoberesearchedpriortochargingguestsRefundisgivenatGeneralManagerorResidentManager’sdiscretionifanadvancedepositisgivenChargefornoshowisatGeneralManager,RevenueManagerorResidentManager’sdiscretionAlettershouldbesenttogetherwiththeno-showbill(i.e.,“Wearesorryyouwereunabletovisitus,butyourreservationwasheldallnightperyourrequest…etc.”)Subject:AdvancedDepositsProcesscashorchecksreceivedforadvancedepositsasfollows:PosttheamountofdepositreceivedtothereservationanddenotethepaymenttypeFilloutaseparatedepositsheetforeachpaymenttypeAphotocopyofthechecksreceivedforadvancedepositsshouldbeplacedinthecheckfilebookProcesscreditcardadvancedepositsasfollows:writeontheappropriatevouchertype:cardaccountnumberexpirationdatecardholdernameamountofpaymentCallcreditcardcompanyforapprovalWriteapprovalcodeonvoucherindesignatedareaWritereservationaccountnumberonvoucherWrite“signatureonfile”inthespaceforcardholder’ss