饭店值班经理岗位职责-liujs1216

HOTELMANAGERONDUTY

饭店值班经理

HOTELMANAGERONDUTY

饭店值班经理

HOTELMANAGERONDUTY

饭店值班经理Mandate要求 - Maturity成熟 - Experience经验 - Responsible负责任 - Decisiveness果断 - Soundjudgement正确的决断力

HOTELMANAGERONDUTY

饭店值班经理Obligation职责 - Training催促培训 - Responsibility承担责任 - Discipline维护纪律 - Standards检查标准

HOTELMANAGERONDUTY

饭店值班经理ResponsibilityoftheMOD值班经理的职责 -Beupdated及时获取更新信息 -Becontactable能联系到 -Reliable可信赖 -Anticipation预测 -Initiative主动 -Decision-maker做决定

HOTELMANAGERONDUTY

饭店值班经理ResponsibilityoftheMOD值班经理的职责-

Conscientious尽职尽责-Maintainvisibilityandhighprofile能被员工所看到及高姿态-Positiveattitude态度积极-Gooddecorumandintegrity彬彬有礼，正直老实-Provideaccuratefeedback反响准确信息REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责Dutyperiod: 6.00pm-9.00amfrom Mondays–Fridays. 9.00am-9.00amon Saturdays,Sundaysand PublicHolidays.值班时间： 周一－周五 6.00pm-9.00am 周六，周日及公共节假日 9.00am-9.00amREQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责ChangeDuties换班AnychangeofMODDutymustberequestedinwritingtoGMpriortodatechangeby3pmofthesamedayandapprovalscirculatedtoDGMimmediately.

值班经理排班的任何变动必须事先在当日下午3点之前以书面形式上交总经理审批，并且要在总经理批准后立即交副总经理传阅。REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责AnychangeofMODDutymustberequestedinwritingtoGMpriortodatechangeby3pmofthesamedayandapprovalscirculatedtoDGM/RMimmediately.

值班经理排班的任何变动必须事先在当日下午3点之前以书面形式上交总经理审批，并且要在总经理批准后立即叫副总经理/驻店经理传阅。IfaMODisunabletoperformdutyonthescheduleddate,itistheirresponsibilitytolookforareplacementwithinthetwogroupingsforweekdays/withinthesamegroupingforweekendsandpublicholidaysunlessapprovedbyGMandinformthetelephoneoperatorafterreceivingapprovalforchangeofdate. 假设值班经理无法在排班当日履行职责，其责任寻找替班人员，工作日值班的可在两组内寻找他人代替；周末和公共假日值班的在同一小组内找他人代替。特殊情况需经总经理批准。在获准更改值班日期后通知总机。MODsareresponsiblefortheirscheduleddutydatesiftheirreplacementsfailtoperformontheirchangeddates. 假设替班者无法按照换班后的日期值班，原那么值班经理有责任按照换班之前的原始排班表履行职责。MODreplacementswillberosteredbyGMforMODswhoreportsickfordutydates 在值班日因病无法履行职责的值班经理由总经理在接到汇报后安排他人代替。 REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责

Maintainhighprofileandvisibilitytomakepresencefelt.

保持良好形象及可见度以让大家感觉到值班经理的存在。REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责ObserveMODmealobligationsandprovidefeedback. 履行观察饭店菜品的职责并提供反响意见。

DivisionHeadsareresponsibleforperformanceofMODswhoareintheirchargeincludingchanges,absence,updatesandtraining.

各部门总监要对各自管辖部门的值班经理的表现负责，包括变更、缺勤、更新及培训。REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责

CheckandcompleteMODReportdiligentlywithdetailsasrequiredintheform.

根据值班经理排班表中的要求勤勉检查并完成汇报。

IncidentReportsforseriouscomplaintsandunlawfulhappenings.

严重投诉和非法事件要作出事件报告FEEDBACK反响信息REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责

SupplementaryDuties辅助职责: a.WelcomeandSend-offforVIPsduringdutyperiod.

在值班期间要迎接并送别饭店贵宾。

b.Customerandstaffrelations.协调顾客及员工的关系

c.Applicationsforovernightstay.审批夜间留宿饭店的员工的住宿申请表REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责d.CheckthreeormoreroomsatrandomtogetherwithHousekeepingFloorSupervisor.与楼层主管一起随机抽取三个或更多房间进行检查。e.CheckreturnofhotelvehiclesandkeyswithServiceCenterandendorsement.与效劳中心一起检查饭店车辆的返回及钥匙的归还并签字确认。REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责f.VisittherequireddesignatedareasintheMODReportFormatleastonceduringweekdaysandtwiceduringotherdaysat1.5hoursapart.根据饭店值班经理检查表对指定区域进行检查，周一至周五至少一次，其它时间至少两次，每次间隔1.5小时。g.FaxcheckatSales/Reservationduringholidaysatcommencementofduty,mid-dayandpriortodinnerforfollow-up.节假日期间在值班开始时，中午和晚饭前，到销售部/预订部内查收。REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责h.Attendtoguestcomplaintswhererequired.必要时要处理顾客投诉事件。i.Checkallbreakfastreadinessandmorningmeetingpreparations.检查所有早餐和晨会的准备工作。g.Reportseriousincidentswhicharelife-threatening,unlawfulorimminentdangertohotelandpropertyToDGMandGMimmediately.向副总经理和总经理汇报所发生的包括危及他人生命的，非法的或危及饭店及财产的严重事件。REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责 k.ObservetheservicequalityandhygienestandardsoftheareasvisitedandincludetheseobservationsintoyourMODchecklist. 检查所到之处的效劳质量和卫生标准，并记录在值班经理检查表中。 l.Checkfruitbasketforfreshness,qualityandpresentationinthemainkitchenaswellasinguestroomsforVIPsetup. 检查VIP客人的房间和厨房内果篮的新鲜度、质量和摆放情况。REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责

m.OnSaturdaysandSundaysaswellasoneachPublicHoliday,ahandovershouldbedoneat9.00amfromtheoutgoingMODtotheincomingMOD,attheofficeoftheoutgoingMOD.Thisistoensurethatanyfollow-upischeckedandcompletedbytheincomingMOD. 每逢周六周日和各种法定假日，前一班次值班经理要于早上9：00在其办公室和新班次的值班经理交接，交接中新班次值班经理要确保所有的需跟进事宜都检查和完成。REQUIREDDUTIESOFTHEMOD

值班经理必须履行的职责 n.TheoutgoingMODisnottoleavethehotelandwillbeconsideredtobeondutystilliftheincomingMODhasnotreportedforthehandover.ThehandovertimeistobenotedyourMODChecklist. 如果新班次值班经理没有按时来交接，那么前一班次值班经理不能离开酒店，应该继续值班。实际交接时间要在值班经理检查表中注明。 o.MODsarerosteredonrotationbasisandmaynotnecessarilybelimitedtoanynumberofdutydaysorholidaysoranyindividual. 值班经理的班次将轮流安排，不固定在某一工作日、节假日或某一特别时间。Whatdoyouobserve?

检查什么？

MODObservations

值班经理检查

PublicAreas&Rooms/公共区域和客房 1.Thehotelexteriorandfacadesarecleanandwelcominginappearance

酒店周围和正门干净整洁，给人以热情好客的外观。 2.Alllightingfunctionscorrectly.Lightfixturesarecheckedeveryevening,withdefectivelightsreplacedimmediately.

所有的灯光性能正常。每天晚上检查灯具设备，坏的立刻更换。.MODObservations

值班经理检查 3.Thelobbyisclean,andcreatesanimpressionoforder(ashtraysareemptied,furnitureisneatlyarrangedandtheareaiskeptfreeofobstructions). 大堂干净整洁，给人井然有序的印象〔烟灰缸清空，家具整洁摆放，整个区域畅通无阻〕。 4.Messagesaredeliveredimmediatelytotheguestconcerned. 相关客人的留言及时送达客人。 5.Floralarrangementsareimpeccablypresented,withfreshflowers. 插花形状完美，使用鲜花。MODObservations

值班经理检查 6.Publicareasareimpeccable.Hourlyinspectionsarecarriedoutbetween6a.m.and10p.m.tocheckthefollowingaspects: 公共区域一切完好。早6：00到晚10：00之间每小时检查如下工程：bathrooms盥洗室floor/toiletbowls/sinksclean楼层/马桶/洗手盆presenceofadequatesuppliesoftoiletpaper,soap,towels,tissues,etc.(restockifnecessary)卫生间用纸、皂液、毛巾、面巾纸充足〔必要时添加〕ambiance(freshflowers,scentdispensers). 环境〔鲜花、空气清新剂〕elevators电梯floorclean楼层清洁glass/metalsurfacesandmirrorclean 玻璃/金属外表和镜面清洁publictelephonearea公用区域handsets/seatclean听筒/座机清洁stationeryforguests'usetidyandrestockedifnecessary. 客用文具干净整洁，必要时及时补充。MODObservations

值班经理检查MODObservations

值班经理检查 7.Checktheroomwiththefloorsupervisor.

与楼层主管一起检查房间。 8.TheTVandremotecontrolfunctionperfectly.Thechannelsarecorrectlyadjusted.Pictureandsoundareclear.

电视机和遥控器性能完好，电视频道调整正确，画面和音质清晰。MODObservations

值班经理检查MODObservations

值班经理检查MODObservations

值班经理检查 14.Carpets,tiles,wallcoverings,drapesandfurnitureareclean.Mirrorsandwindowsarecleanandwithoutfingermarks.Brass/copper/chromefittingsarecleanandpolishedtoabrightfinish.Telephonesarecleaned. 地毯、瓷砖、墙纸、窗帘和家具都干净整洁。镜面和窗户都清理过，无指印。金属起居都清理过并抛光擦亮。机也清理过。 15.Thebediscleanandneatlymadeup,withnowrinklesvisible.Thebedlinenisclean,wellironedandwithnovisiblemends. 床铺干净整洁，无褶皱。床上布草清洁，熨烫平整，无明显补丁。MODObservations

值班经理检查 16.Whentheroomisbeingcleaned,themaid’strolleyisplacedinfrontoftheroomentrance 清扫房间时，效劳员的推车要放在房间门前。

MODObservations

值班经理检查 17.Whentheturndownserviceisprovided,theroomispreparedinaccordancewithSeaviewprocedures(bathroomcleaned–"quick"cleanonly,bedturneddown,drapesclosed,night-timeambiencecreatedusinglights,radio,etc.).Aspecialamenityissystematicallyplaced.Thedoorknobbreakfastordercardisplacedonthebed. Wastebasketsandashtraysareemptiedandthebathroomandtoiletfacilitiesarecleanedtwicedaily 提供开夜床效劳时，要按照海景程序进行〔浴室干净—“快速〞清洁，开夜床，拉上窗帘，灯光构成了夜晚的气氛，收音机等〕。摆放特别夜床用品。早餐卡放在床上。 废纸篓和烟灰缸都是清洁的，浴室和厕所设施每天清理两次。MODObservations

值班经理检查MODObservations

值班经理检查ROOMSERVICESTANDARDS送餐效劳标准MODObservations

值班经理检查 ROOMSERVICESTANDARDS/送餐效劳标准 1.Deliverytimesareasfollows:fifteenminutesforcontinentalbreakfast,twentyminutesforalacarteandAmericanbreakfast,thirtyminutesforallotherorders. 送餐时间按以下执行：欧式早餐15分钟零点和美式早餐20分钟其它的点餐30分钟MODObservations

值班经理检查 2.Ifanorderisdeliveredlate,thepersonwhotooktheorder,orthatperson'slinemanager,callstheguesttoapologiseforthedelayandindicatetheestimatedadditionaltimeuntiltheorderisdelivered. 如果送餐延迟，点菜员或者当班经理要向客人抱歉，并说明预计送餐时间。 3.Ifthespecifiedtimeisnotcompliedwith,theorderisnotbilled. 如果没能按照指定时间送餐，客人可以不付账。MODObservations

值班经理检查 4.Ifthereisnoanswer,staffcalltheguestonthetelephonetoinformthemthattheirorderisready.Staffmustnotentertheroomwithouttheguest'spermission 如果敲门无应答，员工要给客人打告知他们的点餐已经准备好，决不能未经客人许可就进入房间。 5.Ifa"donotdisturb"signisdisplayedoutsidetheguestroomdoor,staffcalltheguestonthetelephonewithoutknockingonthedoor. 如果门上挂着“请勿打搅〞的牌子，员工要给客人打而不能敲门。MODObservations

值班经理检查 6.Ifnofirstcoursehasbeenordered,theroomservicestaffmemberremovesthehotdishesfromthefoodwarmer,placesthemonthetrolley,andthenremovesthefoodwarmercompletelybeforedeliverytotheroom.

如果客人没有点头盘，送餐员工在送餐进客房之前把热菜从食品保温箱上拿出来，放在餐车内，并把保温箱拿走。

MODObservations

值班经理检查 7.Ifthemealcomprisesacoldfirstcourseandahotmaincourse,theroomservicestaffmemberofferstoremovethehotdishfromthefoodwarmer

如果点餐包括一道冷菜头盘和热菜主菜，送餐员工要把热菜从保温箱里取出。 8.Roomservicecollectstraysandtrolleysfromallfloorsonanhourlybasis,regardlessofspecificrequestsfromguests.

送餐部员工应每小时到楼层收集餐盘和餐车，不以客人的特别要求为准。

MODObservations

值班经理检查RESTAURANTSERVICESTANDARDS/餐厅效劳标准 1.Duringhoursofserviceahost/hostessisattherestaurantentrancetowelcomecustomers. 在餐厅效劳时间，迎宾员要在餐厅门口欢送客人。MODObservations

值班经理检查 2.Customersareaccompaniedtoatablewithintwominutesofarrival.客人到达2分钟内将被陪同送到餐桌前。 3.Staffiscarefultoaskwhethercustomersprefersmokingornon-smoking.

员工要小心的询问客人想坐在吸烟区还是非吸烟区。 4.Acocktailsoraperitifisofferedwithintwominutesofthecustomer'sseating.

鸡尾酒或者开胃酒要在2分钟之内送到客人的桌上。MODObservations

值班经理检查 5.Themenuisopenedandpresentedassoonasthecustomerisseated.Thewaiterspontaneouslygivesinformationondailyspecials.Ifthecustomerhesitateswhileordering,thewaitermakesconversationtoinquireastothecustomer'stastes. 客人一就座，菜单就已经翻开放在客人的面前。效劳员很自然的向客人推荐当日特色菜。如果客人点菜时拿不定主意，效劳员与客人交流询问客人的口味。MODObservations

值班经理检查 6.Atlunchanddinner,firstcoursesareservedwithintenminutesafterbeingordered.Ifcustomersdonotorderfirstcourses,themaindishisservedwithinfifteenminutesoftheorder.Thewaitercheckstomakesurecustomersarehappywiththemealatleastoncewhilethecustomersareeating. 午餐和晚餐的头盘要在点菜后10分钟之内上菜。如果客人没有点头盘，主菜要在点菜的15分钟之内上。效劳员要检查客人是否刚一吃到菜就对菜表示满意。MODObservations

值班经理检查 7.Dishesarepresentedwithoutpassinginfrontofthecustomerandalwaysservedfromthecustomer'sright.Platesareremovedwheneveryoneatthetablehasfinished(exceptinthecaseofaspecificrequest). 上菜不能从客人面前经过，并且总是在客人的右侧上菜。当在座的每个人都用餐完毕后才撤餐具〔除非客人有特殊要求〕。MODObservations

值班经理检查 8.Customers'billsarekeptupdatedthroughoutthemealandarepresentedwithoutdelayincleanfoldersmarkedwiththeSeaviewHotellogo,alongwithpens. 客人的账单在客人用餐过程中不断更新，连同笔放在带有海景酒店标志的干净文件夹里立刻送交客人。 9.Allcustomersarethankedwhentheyleavetherestaurant.Staffthankcustomerseveniftheirtablewasnotinthestaffmember'ssection. 所有客人离开餐厅时都要向他们表示感谢。即使不是员工效劳范围区的客人，员工也应该向他们表示感谢。 BARSERVICESTANDARDS/酒吧效劳标准 1.Whenthebarisopen,theminimumstaffincludesawaiterandabartenderbehindthebar.Thebartenderisalwayspresentandvisiblefromtheroom. 酒吧开放时间，在酒吧后面的员工要保持最少人数，包括效劳员和酒水员。酒吧里的酒水员要求总是可以被看到。MODObservations

值班经理检查MODObservations

值班经理检查 2.Customersarewelcomedwithintheminuteoftheirarrivalandseatedwithintwominutesifthereareavailableseats.客人到达第一时间就受到欢送，如果有空位，客人可以在2分钟之内就座。 3.Iftherearenoavailableseats,thestaffoffersthecustomeracomfortableplacetowait. 如果没有空座，员工要为客人安排一个舒服的地方等候。MODObservations

值班经理检查 4.Ordersaretakenwithintwominutesaftercustomersareseated.Theorderforallcustomersatatableisservedatthesametime.

客人就座2分钟之内为客人点单。同一张桌的客人的点单要同时上。MODObservations

值班经理检查 5.Prestigedrinksarepouredatthetable,andthebottleispresented.Coastersareplacedonthetablewheredrinksareserved. 特供酒水在客人桌前斟倒，酒瓶让客人看到。酒杯放在杯垫上。 6.Thewaiterproposesanotherdrinkwhencustomers'glassesareleft1/5full.Whenonepersoninagrouphasaglassthatisonly1/5full,thisshouldbeasignaltothewaitertoproposeanotherroundtothegroup. 当客人的杯子还剩下1/5的酒水时，效劳员要向客人推荐第二杯酒水。当一桌客人中有人的酒水只剩下1/5时，这就给效劳员一个信号应该向他们推荐第二杯酒水了。MODObservations

值班经理检查 7.Thebilliskeptconstantlyupdatedandallordersimmediatelyenteredinthebillingsystem.Thebillispresentedatmostthreeminutesaftercustomersrequestit,inacleanfoldermarkedwiththeSeaviewHotellogo.

账单随时更新，所有的店单要立刻进入电脑系统。在客人索要账单后最多3分钟，账单就应放在带有海景标志的干净文件夹内送交客人。 8.Inthebar'ssmokingsection,ashtraysareavailableandchangedregularlywheneveracigaretteinextinguished.

在酒吧吸烟区要有烟灰缸，只要有一个烟头也要定时更换。MODObservations

值班经理检查 9.Tablesarecontinuallyclearedandcleaned.Atableisclearednomorethantwominutesafteracustomerleavesit.Glassesanddrinksshouldalwaysbeplacedonaservingtraywhenthetableiscleared.

桌面要不停的清理。客人离开后2分钟之内清理桌子。桌子清理完之后，玻璃杯和酒应摆放在托盘内。TacticalApproachtoGuestComplaints

处理顾客投诉的方法Advice听取建议 -Evaluatepossibilities评估可能性 Think思考

-Approach方法Tactic -Showconcern&apologise策略 表示关心&抱歉Expose -Listenanduncoverthepossibilities观察

倾听并分析可能性Need -Expressrespect&giveassurance需要 说明敬意&提供担保Tackle处理问题

-Repeatthespecifics重复细节Investigate -Outlinethealternatives调查 概括可选方法Objective -Takeactionandfollowthrough目标

采取行动并跟进到底Neutralise -Feedbackforguestsatisfaction中和 反响信息以使宾客满意OutletManager/SupervisororGuestServiceManager/Officerapproachestoguestfirstandsolvestheproblem餐厅经理/主管或宾客效劳经理/主任先行处理问题Iffailed,referthecasetoMODwithalternativesolutionsforMOD’shandling如不成功，向MOD提出不同解决方案供MOD使用Iffailed,concernedHODissupposedtobecontacted如不成功，应联系相关部门经理GMwillbethelastpersontomeettheguest最后再让总经理出面HandlingGuestComplaintsFlowingProcedure

处理顾客投诉流程SpecialCaseHandling

特别问题处理MODObservations

值班经理检查ACCEPTANCEOFCHEQUE/接受支票结算(FDP&P/0095) 1.Marketingandsalesdepartmentmustbeequippedwithallinformationlikethestatusoftheguest,telephonenumber,IDnumber,businesscard,companynameetc.ThisinformationmustbegiventotheFOcashierwhilepaymentismadeatthefrontdesk. 销售部应了解客人的有关情况，如客人的职务、号码、身份证号码、名片和公司名称等。当在前台付款时应将上述信息提供给前台收银员。MODObservations

值班经理检查 Thefrontdeskagentwillonlyfilluptheamountandothercolumnsofthechequewillbekeptblank,tobefilledinbythegeneralcashieronthebasisofinformationtobegivenbythemarketingdepartment.Thefrontofficecashierwillattachallinformationasstatedabovewiththecheque. 前台收银员仅填写金额，支票的其它工程应保持空白由总出纳根据销售部提供的信息填写。前台收银员应将上述信息提供给总出纳。MODObservations

值班经理检查

2.Forbanquetbookingthemarketingdepartmentensurethatthechequeispaidinadvancetothefrontofficecashierunlesstheguesthasthepriorarrangementforcreditfacility.Iftheclientisrequiredtopayadditionalamounteitherincashorchequethemoneywillbereceivedbythefrontofficecashier. 除非客人已事先取得了挂帐权，销售部应保证宴会预订的预付款支票应提前交给前台收银员。如果宴会结束后，顾客需支付余额，将由前台收款。MODObservations

值班经理检查 F&Boutlets/餐饮营业点 Acceptanceofchequewillnotbeencouraged.Butifthereisnootheroptiontheoutletmanagercanacceptthecheque.Theoutletmanagermustensurethefollowing: 原那么上只有协议单位可以收支票，其他单位或个人不鼓励接受支票。但如果客人别无选择，必须请示财务总监，财务总监同意后，餐厅经理可以接受支票并由餐厅经理出面担保。餐厅经理应确认以下事项；MODObservations

值班经理检查

1.TheguestproducehisIDcard.AcopyofIDmustbekepttogetherwiththecheque.Anauthorizationlimitbeingsetforthefollowingpersontoapproveacceptthecheque.客人应出示身份证。将身份证复印件与支票附在一起。MODObservations

值班经理检查 2..ThecashiermustwritetheIDcardnumberoftheguest,hisnameandhiscompanynamei.e.Thenameofthecompanywhichisissuingthechequeonthebackofthechequebypencil.Andalsowritethetelephonenumberofthecompany,guest’spersonaltelephonenumber.Thecashierwillverifythenameofthecompanybycalling114. 收银员应在支票反面用铅笔注明客人身份证号码，客人姓名及签发支票的公司名称。如果没有名片，收银员还应询问客人的公司号码，他/她个人的号码，同时还应向114台查询以确认公司名称。MODObservations

值班经理检查 Ifthebusinesscardisavailablethecashierwillattachthebusinesscardwiththecheque.Thecashierwillonlyfilluptheamountcolumnsinthecheque.Othercolumnofthechequewillbefilledupbythegeneralcashier. 如有名片，收银员应将名片附在支票后。收银员仅填写支票金额，其它工程应由总出纳填写。 PersonalchequeisnotavailableinChinaatpresent. 中国目前还没有实行个人支票业务。HOTELMANAGERONDUTY

饭店值班经理LostPropertyReport 财产丧失报告 -ListentoSecurityreportandclarifydetails倾听保安报告并查明细节-Inspectsiteandreconfirmwithguest 现场观察并再次与客人确认-AdviceGuesttolodgePoliceReport建议客人报警HOTELMANAGERONDUTY

饭店值班经理LostPropertyReport 财产丧失报告 -Assistancetobeprovided给予协助-InvestigationandReportbySecurity保安部进行调查并做出报告-FollowthroughwithChiefofSecurity&relevantHOD与保安总管&相关部门总监/经理跟进到底HOTELMANAGERONDUTY

饭店值班经理LostPropertyReport 财产丧失报告 1.Beapologeticandreassuring,notdefensive要对客人进行抱歉并使其安心，非自卫2.Exposepossibilitiesforlossandforrecall指出财产丧失的可能性并供客人回想3.Expeditefeedbackandfollowup迅速给出反响意见并跟进HOTELMANAGERONDUTY

饭店值班经理LostPropertyReport 财产丧失报告 4.DonotadmitanyliabilityevenifverbaloragreeoncompensationwithoutManagementapproval未经管理层批准不得成认担负(甚至口头的)任何责任或同意给予赔偿HOTELMANAGERONDUTY

饭店值班经理REPORTOFMEDICALAILMENT疾病报告 1.Offerassistancewherepossible在可能之处予以协助2.Evaluateandarrangemedicalassistance.Remindtheguestthefeecausedbycallingambulance,etc.willbepaidbyguest.查看并安排医疗援助。提醒客人安排救护车等费用由客人承担。3.DonotprovidemedicationbutfollowDoctor’sadviceevenforhospitalization不得提供任何药物但要遵循医生的建议甚至将客人送到医院

HOTELMANAGERONDUTY

饭店值班经理REPORTOFMEDICALAILMENT疾病报告 4.IfDoctornotonsite,arrangewithFOdutyMgrtocontacthospitalforadviceandSecuritystafftomeetambulance.Otherwise,arrangetaxiorhotelcarforguestownuse.Astaffcanbearrangedtoescorttheguestupontheguestrequest.Guestcontactnumbershouldbeobtainedforfuturecontact.假设医生不在现场，那么要安排大堂副理联系医院并且保安部员工要前去迎接救护车。或为客人安排出租车或饭店车辆。在客人要求下可安排一名饭店员工陪同客人去医院。所取客人的联系以备联系。HOTELMANAGERONDUTY

饭店值班经理REPORTOFMEDICALAILMENT疾病报告 5.TheMODorDutyMgrwillcompletethe“GuestEmergencyTreatmentRegistrationForm〞andsecuretherequiredinformationandendorsements值班经理或大堂副理将填写“宾客紧急救治登记表〞并获取所需信息及客人的签名HOTELMANAGERONDUTY

饭店值班经理REPORTOFMEDICALAILMEN疾病报告6.Afterguestleave,doublelockguestroom.Ifguestexpectedlongstayinhospital,chargeforcurrentnightandapply“SleepOut〞statusafterapprovalfromGMnextday.

客人离店后要将其房间重新锁好。假设客人需长期住院，那么可收取客人当夜房费并于次日向总经理申请批准将该房间房态设置为“外住〞。HOTELMANAGERONDUTY

饭店值班经理REPORTOFMEDICALAILMENT疾病报告

7.StaffreturntohotelafterguestadmittedtohospitalandsecureguestinformationforreporttoMODonreturn.Otherwise,waitfortreatmentandescortguestback.办完客人住院手续后，员工要回到饭店并将客人的相关消息带回汇报给值班经理。否那么，等待客人进行治疗并于其后陪同客人返回饭店。HOTELMANAGERONDUTY

饭店值班经理REPORTOFMEDICALAILMENT疾病报告

8.RecordthecaseontheMODchecklist.AndhaveGSMtokeeptherecordonthelogbookforfollowup.在值班经理检查表中记录事件。并要求宾客效劳经理在其交班本中记录做跟办之用。9.Onguestreturn,FOwillprovideassistanceandfollowuponroomaccount客人返回饭店后，前厅部将给予协助并跟进客人的费用房帐HOTELMANAGERONDUTY

饭店值班经理

SupplementaryNotes 补充内容

1.Ambulancecanonlyenterbyhotelbackentranceandmedicalteamuseservicelifts.救护车只能由饭店后门进入且医务人员要使用效劳电梯。2.Guesttobeinformedofpaymentofmedicalfeesincashdirecttomedicalteaminroomorathospital.在房间或医院告知客人直接用现金形式向医疗人员支付医疗费。HOTELMANAGERONDUTY

饭店值班经理SupplementaryNotes 补充内容

3.Preparemiscellaneousvoucherforguestsignatureifchargedtoroomaccountforcashpayouttomedicalteam.假设客人无法以现金支付医疗费用而须挂房帐的话，那么要准备好其它单据请客人签字HOTELMANAGERONDUTY

饭店值班经理GUESTSFIGHTINGINTHEHOTEL 客人在饭店内斗殴

1.Onreceivingthecall,ascertain接听时，要弄清以下内容-thecalleridentityandlocation致电者的身份及地点-ifhotelsecuritywasalerted饭店保安部是否知晓此事-numberofpeopleinvolved所涉及的人数-hotelpersonnelinattendance现场的饭店人员2.Contactnearestsecuritypointtodespatchsecuritysupervisorandpersonneltothescene,ifnotyetcalled假设保安部未接到报警，那么联系最近的保安值班岗以派遣保安主管及保安员到现场HOTELMANAGERONDUTY

饭店值班经理GUESTSFIGHTINGINTHEHOTEL 客人在饭店内斗殴

3.AssessthesituationandtakechargewhileawaitingtheSecuritySupervisor评估现场情形并在等待保安主管到达的时间内加以控制4.IdentifytheOrganisorifany,includingaggressorsandvictimswiththehelpofstaff在员工的帮助下识别组织者(假设有)，包括攻击者和受害者HOTELMANAGERONDUTY

饭店值班经理GUESTSFIGHTINGINTHEHOTEL 客人在饭店内斗殴

5.Separatetheaggressorsandvictimsbydirectingsecuritystafftoescortthevictimsawayfromthescenetoasafearea通过指挥保安员陪同受害者远离现场到平安区域来将攻击者和受害者分开6.Switchonthelightsifinadarkoutletandmanypeopleinvolved假设在黑暗的营业区域里且有较多人员牵扯在内，那么要将灯翻开HOTELMANAGERONDUTY

饭店值班经理GUESTSFIGHTINGINTHEHOTEL 客人在饭店内斗殴

7.GivesupporttotheSecuritySupervisorandOrganisertocontrolthesituation协助保安主管和组织者控制局势8.Ifgettingoutofcontrol,callforChiefofSecurity,ManagementandthePSBnearby,假设局势无法控制，那么要汇报给饭店保安总管和管理层并拨打本地派出所。HOTELMANAGERONDUTY

饭店值班经理GUESTSFIGHTINGINTHEHOTEL 客人在饭店内斗殴

10.Takestockofthedamagesandphotos保存好受损物品及所拍照片HOTELMANAGERONDUTY

饭店值班经理GUESTSFIGHTINGINTHEHOTEL 客人在饭店内斗殴

13.AsktheconcernedpeopletopreparetheDamageList要求相关人员准备受损物品清单HOTELMANAGERONDUTY

饭店值班经理SUPPLEMENTARYNOTES 补充内容

1.AllowtheSecuritySupervisortohandlethesituationwherepossiblewhileyouexercisetactandinitiativetocalmtheparties.在使用您的聪明机智应答并抚慰平静事件中所涉及人员时，要让保安主管在可能之时处理现场情况HOTELMANAGERONDUTY

饭店值班经理

STAFFFIGHTINGINTHEHOTEL 饭店内的员工斗殴

1.Onreceivingthecall,ascertain接听时，要弄清以下内容-thecalleridentityandlocation致电者的身份及地点-ifhotelsecuritywasalerted饭店保安部是否知晓此事-numberofpeopleinvolved所涉及的人数-hotelpersonnelinattendance现场的饭店人员2.Contactnearestsecuritypointtodespatchsecuritysupervisorandpersonneltothescene,ifnotyetcalled假设保安部未接到报警，那么联系最近的保安值班岗以派遣保安主管及保安员到现场HOTELMANAGERONDUTY

饭店值班经理

STAFFFIGHTINGINTHEHOTEL 饭店内的员工斗殴

3.AssessthesituationandtakechargewhileawaitingtheSecuritySupervisor评估现场情形并在等待保安主管到达的时间内加以控