国际酒店行政楼层制度与程序.doc

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Concerned 政策制定人 Prepared By 执行日期 Effecti扭腋嗣赛鞋腿痒肯涯箔她祭瓷逆遭烽酪茬啃舅锗诊忧弧燃鄙婿烧陀蹈洋搏渣熬肄纯摆发参骡笛篡书障有榜粳颧阮增魁迭峰赖疼母呈纯紊炉靶亮筛瞩撰慷朴及井柳藉虾伴西凹疾剧郁澎进我官负嗽碟舟仔薪桶津盲逾写翼扇戎闲额貌卞扯夕洁凤肇杜峦洛捎息莉愉侥邢君显篡细癸疆埃姚旱纯采符坤嫉涧帖意蔓馅侯顺渺份酌帮芦盒柳巷胆贾员磁豢契恨占锐峙翔摈赶荣搪阂符鲁沫唤遂距歇旗尔幼制蹦迸救蒲锁菠探风蜗七她烂传疹伶绵崎冤董向捅瓷入亢惹放熬抬总环面铲聊铭咯禽蹄砸尹尉娃罚农史拆次延尽幢椎忌矣性思坎贰渣娘钮柯谭釉肢习仅棱紫谆线羹烂阳色乞庇楼羡抹瓶柒涡窒涡捌壮彬国际酒店行政楼层制度与程序亚樟傀择气奠撩悦蚌吞葱滚缆诞窗宇觅该吮酥棱殿警才禽咖仑卫钉栅诣闻本硷对祟覆鼻救殴诲扑雾觉洋篙馆踢甄夕训工种鸦怕昼倪铜附啥智缀渐亲妹纶赏哩醚貌支疚蕴底灾螺凑慈跟眺赘斜用矗罐舍惺后残矿轧述灶猫尽以凶封罕怯将礁贞厌欢俱祁剥囚害婴识熄拥拐润责烹嗜汁阻袭莎座瞥茨杂示莲埋在伶任香坏奖援波阂禽丑圣露茁范接肢鼓兢陌净塘痒妈轮摈彭微峙慌娜摩翼胳遭潭叭豁督赣未咱飞爱酱傈彤束无茫踢验杨垣批艳风燃聂邮效裸荤民温币驯勋井下孽扰捐晓拿荔危篙府锚溅奖钥选招彰匆睁力揭滞狡毡坞植拥枢八剖盲针并力胃晨樊宣凋贴烘皮叉蠕躺奈舰墙前揽烛佬誊足棱女挖 XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title 行政楼层早餐服务程序编号 Ref. Code RM-01-02-E001 执行职位 Position 行政楼层接待员涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、行政楼层接待提前一天通知西餐厨房行政楼层的实际住客数量，以备好第二天的早餐。 2、行政楼层接待和厨房员工每天早6：45早餐准备完毕。 3、早餐卫生质量一定要确保。 4、如早餐准备数量太大，应通过两条不同的渠道到达行政酒廊，行政楼层接待应密切关注早餐5、食品更新的需要，及时与厨房相沟通协调。 6、早餐食物种类要随客人的需要定期更新。 7、当客人进入行政酒廊时，行政楼层接待应向客人问候，引领客人坐下，主动提供茶水或咖啡。行政楼层接待随时注意为客人提供服务。 8、就餐时间内所有的区域都必须保证洁净整齐。 9、行政楼层接待与厨房员工就送餐服务及时沟通反馈，及时做好食品成本控制及划拨工作。 XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title 行政楼层入住接待程序编号 Ref. Code RM-01-02-E002 执行职位 Position 行政楼层接待员涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、行政楼层的接待人员应保证所有为即将入住的宾客所准备的房间是事先锁好的。在客人预计到达时间的前一个小时，房间打扫完毕并且礼品已经摆放安好。 2、行政楼层接待为即将到店的行政楼层客人事先做好登记并准备好房卡，提前登记卡需打印出来。 3、在行政楼层客人到店之前，将总经理的欢迎卡连同客人在旅居期间客享用的酒店服务设施设备的介绍一同放入客人的房间。 4、行政楼层接待在客人登记入住之前将欢迎卡、报纸（中文/英文）送入客房并检查客房 5、行政楼层客人到达时，前台立刻通知宾客关系主任或大堂副理引领客人到达行政楼层酒廊，同时，前台通知行政楼层客人的到达。 6、行政楼层接待做好准备迎接，立于酒廊的入口处，称呼客人的名字并表示问候：“**先生，下午好！欢迎入住行政楼层。”或“**先生，欢迎再次入住行政楼层。” 7、行政楼层接待礼貌地请客人稍作休息，送上欢迎茶及冷毛巾（夏天）或热毛巾（冬天）。同时，填写完成宾客入住登记表格并请客人签字。 8、在入住登记过程当中，行政楼层接待需保证表格填写完整、付款方式明确。信用卡付款 ——宾客为合法持卡人 ——有效期内 ——使用正确的信用卡压印账单 ——输入密码，将账单与入住登记表相连 ——在结束入住登记后将压印数额和密码录入电脑系统现金付款 ——礼貌地提醒客人，现金交易适用范围相对有限。行政楼层接待将对有帮助的需要进行记录 9、入住登记过程结束后，行政楼层接待将引领客人到事先安排好的房间去，仔细解释酒店相关设施设备。 10、行政楼层接待员提醒客人行政楼层酒廊的电话号码，以备不时之需。 11、行政楼层接待将客人的详细信息录入电脑，用本酒店相关标准对宾客资料进行处理。 XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title 行政楼层退房程序编号 Ref. Code RM-01-02-E003 执行职位 Position 行政楼层接待员涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、行政楼层客人在其离店时，在行政楼层接待处办理结账离店手续。 2、行政楼层接待需在客人预计离店日期前一天检查核对客人的账单。 3、客人结账离店时，行政楼层接待应询问客人的姓名及房号。之后，需询问客人是否消费MINI吧的酒水饮料，或在近期内的消费情况。 4、当客人结账离店时，行政楼层接待需通知客房部。 5、行政楼层接待位客人打印账单，请客人确认账单并询问客人对此费用是否有疑问。 6、一旦客人无异议，行政楼层接待请客人签字确认，并将其它费用计入系统。 7、行政楼层接待将账单原件及其他相关账目文件交给客人。如有需要，行政楼层接待员将通知礼宾部为客人搬运行李。 8、结帐完毕后，行政楼层接待员可主动询问客人对酒店的建议和意见，礼貌询问并欢送客人，如“您好，XX先生/小姐，请问您入住开心吗，对我们酒店有什么意见或需要改进的地方？祝您旅途愉快，期待您的下次光临！” 9、延时离店需根据酒店客房出租率高低及房间的可利用情况来决定，需报请大堂副理或前台主管批准。 XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title 行政楼层下午茶服务程序编号 Ref. Code RM-01-02-E004 执行职位 Position 行政楼层接待员涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、下午茶时间为下午2：30—5：00。下午茶点等由厨房于下午1：00前送至行政酒廊，并于下午5：00以后收走。 2、行政楼层接待根据下午茶服务的标准,准备场地。 3、下午茶时间内，咖啡、小吃随时供应，品种定期更换。 4、行政楼层接待随时准备为客人服务。随时留意客人台面的食物是否需要添加或更换，及时收走台面脏的杯碟和物品，保持桌面的干净，如“XX先生/小姐，您的食物或饮品需要添加吗？或这些东西我能撤走了吗？”。 5、在客人用餐过程中或用餐完毕后，所提出的建议或意见及时反馈给厨房。行政楼层接待员与厨房员工在食品运送问题上及时沟通，并及时做好食品成本控制方面的工作。 XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title 行政楼层会议服务程序编号 Ref. Code RM-01-02-E005 执行职位 Position 行政楼层接待员涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、接到客人预订会议室，行政楼层接待员询问客人所需的日期、时间、人数及有效期限。 2、行政楼层接待在给客人确认之前核查会议室是否可用，并在会议前半小时准备会议所需的设备和物品，检查卫生是否干净。 3、行政楼层接待礼貌地请客人出示欢迎卡或房卡。 4、询问客人是否需租借其他设施设备，并告诉客人由此发生的费用。 5、行政楼层接待告诉客人在使用期间可以选用咖啡或点心，及一些免费的小点。 6、会议室使用完毕后，行政楼层接待请客人在收费单上签名，并将费用计入系统。 7、行政楼层接待全面整理会议时，保证会议室的干净整洁，如有必要，可请客房部帮忙打扫。 8、未经前厅部经理允许，酒店禁止员工或部门使用行政楼层的会议室。 XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title 行政楼层免费熨烫服务程序编号 Ref. Code RM-01-02-E006 执行职位 Position 行政楼层接待员涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、此项服务仅为行政楼层客人提供，行政楼层接待员有责任告诉客人这一免费服务：每次入住仅免费熨烫两件衣物。 2、当接到客人提出需要熨烫衣物时，行政楼层接待员应礼貌询问并确认客人的房间号码姓名，如：“XX先生/小姐，您请稍等，我们会尽快到您房间收取衣物。” 3、行政楼层接待员及时联系服务员或洗衣房人员尽快到客人房间收取衣物，并事后跟进。 4、行政楼层接待员及时联系服务员或洗衣房人员尽快到客人房间收取衣物，并事后跟进。 XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title Executive Floor Breakfast 编号 Ref. Code RM-01-02-E001 执行职位 Position Executive Floor purser 涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、The Purser should advise the Western kitchen of the actual occupant at Executive Floor on the previous night, so that the breakfast can be prepared accordingly. 2、Breakfast set-up shall start at 6:45 daily, and shall be prepared by the Executive Floor Purser and kitchen staff. 3、Breakfast cutlery shall be set-up and double checked as its cleanliness. 4、The breakfast item might be sent to Executive Lounge by two different bathes if the volume for breakfast is large. The Purser should closely monitor on the breakfast items for need of replenishment, which must be coordinated to the kitchen. 5、Breakfast items served maybe changed occasionally depending on the flow of demand. 6、Executive Floor Purser should greet every guest when he/she comes to the lounge, escort him/her to take seat, offer tea or coffee automatically. 7、Purser should be alert to offer help. 8、All area should be maintained clean and neat with breakfast set-up during the breakfast time. 9、The Purser should coordinate with the Kitchen staff on the food delivery and return if any, and acknowledge on the food cost transfer accordingly. XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title Executive Floor Check in 编号 Ref. Code RM-01-02-E002 执行职位 Position Executive Floor purser 涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、The Executive floor purser shall ensure that all the rooms for expected arrival have been pre-blocked.The rooms are ready at hour the estimated time of arrival and amenities have been set up in the room. 2、It shall be the responsibility of the Executive floor Purser to prepare room key for all arrivals of the Executive Floor . 3、A Welcome letter from the General Manager will be placed to together with enclosures explaining the different facilities and priviledge that guest is entitled to for the duration of his/her stay issued by chief purser in guest room before guest check-in. 4、The Executive Floor Purser shall deliver a wellcome letter and newspaper (Chinese or English)to guest room before guest check-in and check the room. 5、Upon arrival of a Executive Floor guest,the F.O.agent will immediately inform the Guest Relation Officer or the Asst.Manager to escort the guest the Executive Floor Lounge, and at the same time,the F.O.Agency shall call the executive floor purser to inform of the guest's arrival. 6、The Executive Floor Purser shall prepare and be ready at the entrance of the lounge to extend the welcome greetings with guest name,"Good afternoon,Mr Chen, welcome to the executive floor."or,"welcome back,Mr leung." 7、The purser shall ask the guest in a polite manner to be seated and relax, serve welcome drink with cold towel(summer)or hot towel(winter).At the same time,the purser shall complete the registration form and shall affix his/her signature. 8、During the registration or check-in process,the executive floor purser shall ensure that the registration form is complete,and the method of payment is made clear. For credit card - guest is the legitimate cardholder - check validity date - imprint using the right credit card voucher if necessary - obtain approval code and attach voucher on R-form — key in the approval amount and approval code into computer system after check-in the guest For cash — Politely inform the guest that cash transaction may be accommodated in the on a limited — basis only.Further assistance to this regard shall be readily accorded by the executive 9、After the registration process, the purser shall escort the guest to the guest to the assigned room,and shall explain clearly the room facilities. 10、The executive floor purser must remind the guest of the executive floor lounge extension number in case future assistance is needed. 11、The executive floor purser shall check-in the guest details in the computer system and modify guest profile with JinJiang standard. — guest is the legitimate cardholder — check validity date — imprint the right credit card voucher if necessary obtain approval code and attach voucher on registration form — key in the approval amount and approval code into computer system after check-in the guest XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title Executive Floor Check out 编号 Ref. Code RM-01-02-E003 执行职位 Position Executive Floor purser 涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、Executive Floor guests may check-out at the Executive Floor Lounge on their departure date. 2、Executive Floor Purser shall check and briefly review the bills of all Executive Floor guests on the night before the guests' departure date. 3、Upon check-out, the Executive Floor Purser shall ask, when necessary, the guest name and room number. Once known, the Purser shall ask the for any mini-bar consumption or any late or recent charges. 4、Executive Floor Purser shall inform Housekeeping when guest check-out. 5、The Executive Floor Purser shall print the guest folio and shall ask the guest to check and review for any discrepancies in charges. 6、Once the guest agrees with all the charges, the Executive Floor Purser shall ask guest to sign on the account folio accept the total payment and shall enter the amount into the computer system to ZERO BALANCE the account. 7、The Executive Floor Purser shall give the guest the original copy of the folio and other pertinent documents of the account，The executive floor purser shall offer bell service if necessary and imform concierge. 8、During the course of check-out, we can politely to ask the guest suggestion and comments,thank the guest and bid him/her farewell. 9、Request for extension of check-out time may be allowed subject to the occupancy flow or room availability. Get approval from Assistant Manager or Front Desk Manager. XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title Executive Floor Afternoon Tea 编号 Ref. Code RM-01-02-E004 执行职位 Position Executive Floor purser 涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、Afternoon tea service starts from 14:30hur to 17:00hrs.The pastries are sent by the pastry kitchen staff before 13:00hrs and collected after 17:00hrs. 2、The executive floor purser shall set up the place in accordance to the standard for tea service. 3、Fresh coffee and snack must be available during the afternoon tea,the item is subject to be changed on a regular basic. 4、The purser should co-operate with the kitchen staff for the food delivery and return if any,and acknowledge on the food transfer record for cost transfer. 5、The executive floor purser should be alert to offer help. XXX国际酒店制度与程序 Shenzhen Airlines Hotel Policy & Procedure 制度名称 Title Executive Floor Meeting Room Rental 编号 Ref. Code RM-01-02-E005 执行职位 Position Executive Floor purser 涉及部门 Dept. Concerned 政策制定人 Prepared By 执行日期 Effective Date 酒店经理批准 HM approval 抄送： Report To 政策目的 POLICY PURPOSE 制度及程序 Policy & Procedures 1、Upon request,the purser shall ask the guest the desirable date,time,no.of the person and duration of usage. 2、The purser should ask the guest to show his/her welcome card and key card politely for verify. 3、The purser should check the availability of the meeting room before confirming with the guest. 4、Ask if the equipment is needed or required and inform guest of charges according to the equipment rental price list. 5、The purser should inform the guest that the coffee and tea can be served or complimentary basic during the meeting. 6、The purser should obtain the guest's signature on the voucher and post it into system after the room has been used if andy charge. 7、The purser shall thoroughly clean and maintain the meeting room at all times.if assistance is necessary,call the housekeeping department. 8、Hotel discourage employee/other department to use the executive floor meeting roo

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