星级酒店管理制度文档格式.docx
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星级酒店管理制度文档格式.docx
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7.散客离店walk-indeparture
8.团队入住teamchecking-in
9.团队离店teamdeparture
10.换房changeroom
11.行李提取luggagepicking-up
12.行李存放luggageconsignation
13.行李处理luggagehandling
14.行李房luggageroom
15.行李房治理managementofluggageroom
16.行李房钥匙治理managementofthekeytoluggageroom
17.店外补缀办事repairingservicefromoutsideofthehotel
18.邮件治理mailmanagement
19.邮包/挂号信投寄deliveryofpackage/registeredmails
20.包裹/挂号信领取pickinguppackage/registeredmails
21.报纸/邮件/留言的传送passageofnewspaper/mails/messages
22.派送法度榜样sending-offprocess
23.车辆预订vehiclereservation
24.内部用车vehicleuseagewithinhotel
25.车辆修理vehiclerepair
26.车辆加油vehicleoiladding
27.日常工作daliywork
28.车辆清洗carwashing
29.行车记录recordofvehicleusage
30.车辆月申报monthlyvehiclereport
31.车辆钥匙治理managementofvehihclekeys
32.车辆运作治理managementofvehicleoperation
33.司机操作法度榜样driver’soperationprocess
34.机场送机airportsending-off
35.机场接机airportpick-up
36.穿梭巴士airportshuttle
37.司机治理drivermanagement
38.车匙及证件治理managementofcarkeysanddrivinglicenses
39.车辆日常治理dailyvehiclemanagement
接待Reception
Description
1.政策与法度榜样policyandprocess
2.德律风礼节telephonecourtesy
3.接德律风准则principleofansweringphone
4.接听德律风标准standardofansweringphone
5.住宿挂号治理managementofregisteration
6.散客入住解决checking-inforwalk-ins
7.团队入住checking-inforteam
8.团队相干事项解决relatedprocessforteamthatchecksin
9.老弱病残客人入住checking-infortheold,weak,silk,anddisable
10.高朋接待VIPreception
11.住房押金deposit
12.延住extension
13.加床extrabed
14.换房roomchange
15.日租房dailyrentroom
16.免费房complimentaryroom
17.自用房houseuse
18.房价变革adjustmentofroomprice
19.房价差别roompricedifference
20.客房展现roomshow
21.排房原则principleofroomarangement
22.当日排房roomarrangementoftheday
23.提早排房roomarrangementinadvance
24.超额预订extrareservation
25.留言message
26.接送办事picking-up/sending-offservice
27.回头客/长住客returnedcustermer/long-stayguset
28.预离跟催paymentrequestbeforedeparture
29.集团退房teamdeparture
30.手工结账manualchecking-out
31.信用卡核查creditcardcheck
32.支票结算checkcheking-out
33.账项分别accountanditemseperation
34.付款凭证remittancecopy
35.公司挂账chargetocompany’spendingaccount
36.外币兑换foreigncurrencyexchange
37.观光支票兑换traveler’scheckdeposit
38.账目拒付accountpaymentdenial
39.集团费用漏账teampaymentomission
40.散客漏帐walk-inpaymentomission
41.客人投诉custermercomplain
42.处理投诉的准则principleofhandlingcustermercomplain
43.房间全能钥匙的治理managementofmasterkey
商务中间BusinessCenter
1.邮寄办事mailservice
2.设备租赁办事equipmentretalservice
3.文件装订documentbinding
4.接收receivingfax
5.代发办事sendingfax
6.长途德律风代拨long-distancephonecall
7.打字办事typingservice
8.复印办事copyservice
9.翻译办事translationservice
房间预定RoomReservation
1.德律风促销telephonepromotion
2.德律风预订telephonereservation
3.预订faxreservation
4.集团预订teamreservation
5.订房确认roomreservationconfirmation
6.担保预订guaranteedreservation
7.房价确认confirmationofroomprice
8.订房婉拒refusalofroomreservation
9.预定未到bookedyetnotarrived
10.订房变革reservationchange
11.订房撤消reservationcancel
12.预订审核reservationcheck
总机Operator
1.接德律风礼节telephonecourtesy
2.来电应答标准phoneansweringstandard
3.客房德律风转接connectingphonecall
4.德律风转接准则principleofconnectingphonecall
5.内部德律风处理internalphonehandling
6.客人信息查询guestinformationinquiry
7.德律风号码查询phonenumberinquiry
8.唤醒办事morningcallservice
9.留言办事messageservice
10.免打搅办事nodisturbanceservice
11.客人动向信息guestinformation
12.保密办事keepingconfidentiality
13.紧急德律风emergencycall
14.德律风体系故障barrierofphonesystem
主题:
酒店门前工作
Subject:
hotelfrontwork
参考号:
FO-CON-001
Ref:
FO-CON-001
目标OBJECTIVE
细化酒店门前的各项工作,爱护酒店的星级门面形象
Detaileverytasktomaintainhotelimage
流程PROCEDURES
1.门僮应卖力预备好客人达到酒店时若何请安迎接。
如打开客人的车门时能够
说:
“迎接您惠临雅阁酒店”
Doormanpreparestogreettoguests,likesaying“welcometoArgyleHotel”whenheopensthedoorforthem
2.作为门僮,平素要留意研究门前车辆的调剂,熟悉各类车辆的泊车、开门、关
门、起动等四个动作和走车路线等。
专门是白天、夜间、晴日、雨天以及人多
纷乱时的各类不合情形。
Asadoorman,payattentiontovehiclefleet,befamiliarwiththefourmovements(parking,openingdoor,closingdoors,moving)anddrivinglinesofeveryvehicle,esp.differentsituationsduringdaytime,nighttime,sunnyday,rainyday,orcrowdeddays.
3.门僮对出租车司机要亲切、热忱。
处理大好人际关系关于酒店的宣传极其重要。
情形许可时,可告诉司机酒店客人的用车须要,并随时操纵酒店出租车的车辆
情形。
Doormanshouldbekindandwarmtotaxidrivers.Dealwithrelationshipwelltointroducehotel.Withallowance,doormancantelldriversvehicleneedsandgetsometaxiresourceinformation
4.客人乘车达到酒店时,门僮要留意下列次序:
Whenguestarriveshotelbycar,doormanshouldpayattentionto:
a)批示车辆停在恰当地位。
Guidevehicletoparkatproperplace.
b)留意车辆前后阁下的安稳。
Payattentiontothesafetyofthevehicle’sneighbourhood.
c)客人做好下车预备再开车门,专门对女客、儿童要非分专门当心。
Getreadytoopendoorsforguests,esp.womenandchildren.
d)应用恰当、得体的说话表示迎接。
Welcomeguestswithproperlanguage.
e)盘点行李的种类件数。
Countluggagenumber.
f)留意安稳,关好车门。
Closethedoorofthevehicleandpayattentiontosafety.
g)批示车辆分开
Guidevehiclestoleave.
h)最好不替司机、客人保管车钥匙(须要时除外)。
Doormanshouldbetternotkeepkeysfordriversandguests(unlesshehasto)
5.因为司机经常向门僮或行李员、办事员等询问诸如车场、车库路线、到名胜古
迹或大年夜厦公司的路线、地址等问题,是以有关人员日常对此要有所研究。
Asdriversoftenasksforparking,drivinglinestoplacesofinterests,doormanshouldbefamiliarwithdifferenttrafficinformation.
6.召开大年夜型宴会时,酒店一样事先发放泊车证及车号,调剂车辆时应用扬声器呼
唤客人姓名、公司名称、车号等。
在纷乱的大年夜型泊车场,还可酌情应用麦克风、手提式步话机等。
Hotelwouldhandoutparkingcertificateandseriesnumbertodriverswhenlarge-scalebanquetisgoingon.Uselouderspeakerstoreadguest’sname,companyname,andcarnumber,etc.tohavevehiclefleetmanagement.
门僮办事
doormanservice
FO-CON-002
FO-CON-002
目标OBJECTIVE
规范门前工作的细节,包管光降的客人第一时刻地感触感染到酒店的亲切、热忱的到店办事
Regularizeworkingdetailsofhotelfrontarea,makesureguestsfeelwarmandhospitableoncetheygethotel
1.当客人乘坐的车辆抵近时,站外车道的门僮要主动为司机打手式,以便汽车停在恰当的地位。
待车停定后,门童应灵敏走近开启汽车门的最佳地位,热忱相迎(微笑),拉开车门,向客人表示迎接(讲敬语、问好),先开前门,再开后门,然后站在后门为客人办事。
Doormansignalsdrivertoparkatproperplacewhenguest’svehiclecomes.Whenthevehiclestops,gotothebestplacetosmileandopenthedoorfortheguest,andhavegreetingstotheguest,toopenthefrontdoorfirst,thenbackdoor,thenserveguestatthebackdoor.
2.动作应是左手拉开车门,右手遮挡于车门框上沿(泰国客人除外),以防客人头部与汽车门框相碰,并提示客人留意。
Openthedoorwithlefthand,coverthetopofthevehiclewithrighthand(exceptpeoplefromThiland)andtellguesttobecareful,incasetoletguestbumpintothevehicle.
3.关于年迈或行动不便的客人,拉开车门后,要主动搀扶其下车。
Foroldorthosewhohaveprobleinwalking,openthedoorandsupportthemwithhandstogetoutofthevehicle.
a)假如客人手上拿的器械太多,应主动接过来,以便利客人下车。
Ifguesthasmanythingsinhishand,helphimtocarrythingswhenhegetsoutofthevehicle.
b)假如车内装有行李,即呼吁门口行李员为客人搬运行李。
Ifthereisluggage,callforluggagemantocarrytheluggage.
c)询问客人是否要住店,并转告行李员。
Askguestifhewillstyinthehotel,thenletluggagemanknow.
d)如临时没有行李员,应主动赞助客人将行李卸下,当面和客人点清件数,把行李搬入大年夜堂,并告诉行李员行李件数,如无行李生则与工头交代,然后灵敏返回工作岗亭。
Ifthereisnoluggagemanatthattime,helpguesttotakeofftheluggage,counttheminfrontoftheguest,takethemtothelobby,tellluggagemanthenumber.Ifthereisnoluggagemman,telltheheadoftheshift,thengobacktowork.
e)挂号车号卡转交给客人。
Registervehiclenumberandhandintotheguest.
4.客人离店时,门童应主动上前向客人打呼吁,问客人去处并代客人叫车,打手式引导车辆停在恰当地位。
请客人上车,并告诉司机客人的去处,向客人道别。
Whenguestleavesthehotel,doormanshouldsaygoodbyetoguest,asktheguestwheretogo,andhelphimtogetavehicle.Openthedoorfortheguest,telldriverwheretogo,saygoodbyetotheguest.
a)动作应是左手拉门,右手遮挡于车门门框上沿,以防客人头部与汽车门框相碰,并提示客人留意。
Openthedoorwithlefthand,coverthetopofthevehiclewithrighthand(exceptpeoplefromThiland)andtellguesttobecareful,incasetoletguestbumpintothevehicle.
b)关于年迈或行动不便的客人,拉开车门后,要主动搀扶其上车。
Foroldorthosewhohaveprobleinwalking,openthedoorandsupportthemwithhandstogetintothevehicle.
c)假如客人手上拿的器械太多,应主动接过来,征得客人赞成后,把行李物品放好,并交代好件数,盖好车尾箱盖(或关好车门)。
Iftherearemanythingsintheguest’shands,withtheguest’spermission,helphimputtheluggageinthevehicle,countandtellguesthowmanyitems,closethetrunk/door.
d)VIP客人离店,当客人车辆启动时,应举手拜别,且目送其离去以示礼
貌。
SolutetoVIPwhenheleaveshotel.
e)挂号车号卡呈交客人。
Registervehiclenumberandgiveittotheguest.
5当候车人多而无车时,门僮应礼貌地请客人列队,按先后次序乘车,协助保安
员保持秩序;
当载客的车多而人少时,门僮应按汽车达到的先后安排客人乘车。
Whentherearemanypeoplewaitingforthevehicle,doormanshouldbepoliteandtellgueststowaitinline,andasistsecurityguardtomaintainorder;
whentherearemorevehiclesthanguests,doormanshouldarrangethepickingupaccordingtotheorderinline.
6如有客人赶火车或飞机,必须要征得列队客人的赞成,方可让赶火车或飞机d的客人先乘车。
Ifanyguestisinahurrytogototheairportorrailwaystation,withotherguests’allowance,letthemleavefirst.
旗号起落
raiseanddropflag
FO-CON-003
FO-CON-003
规范旗号的治理,爱护酒店的社会形象
Regularizethemanagementofflagtomaintainhotel’simage
1.店旗和国旗起落归前厅礼宾部治理,天天清晨在七点正将国旗、店旗和集团旗
升起,在晚上六点将上述旗号降下。
Conciergeisinchargeoftheraiseanddropofhotelflagandnatioianlflag,raisenationalflag,hotelflagandcooper
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- 关 键 词:
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