国际著名酒店娱乐部程序英文(4)模板.doc

STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: SAFETY SUPERVISION AND PROCEDURESSTANDARD: BOTH EMPLOYEES WILL BE RESPONSIBLE FOR ENSURING THAT SAFETY PROCEDURES ARE CARRIED OUT, AND THE SUPERVISION OF ALL SAFETY ASPECTS.PROCEDURE:The Activities Department is responsible for the safety of all the activities it offers. Both the equipment supervisor and the assistant must be fully aware of all safety procedures and must supervise their implementation.Specific rules to be adhered to are :ON THE BEACH1. Lifejackets should be offered to any guest who goes out on the water.2. The chase boat should always be available at short notice. It must be equipped with paddles and lifejackets.3. No boats should go out in weather not suited to the boat or the guest.4. The Beach Attendant on duty must keep a watch on all boats that are out. In the event that he /she has to go out in the chase boat, the Beach Bure attendant should be informed.5. A careful watch must be made when children are on the beach or using equipment.PROCEDURE: (continued)6. All beach swimmers must be watched carefully in the event of waves or an undercurrent, guests must be warned of the dangers.7. All equipment in use must be safety checked regularly.8. Before organizing any event or activity near or on the water, all safety considerations should be made. No risks are to be taken. If there is any doubt as to the Preparation is vital.BY THE POOL 9. The beach towel attendant is responsible for the safety of all guests in or near the pool . He / she should keep an eye on all swimmers and be prepared to assist in any first aid or rescue.10. A rescue pole should be easily accessible.11. Chairs should be set back from the pool to avoid any tripping.12. A special watch should be carried out when children are in the pool.13. During all activities, whether land or water based, safety procedures must be carried out.14. When preparing an activity, be aware of any potentially dangerous situations which may occur and which could, with proper planning, be avoided.15. With fitness, aerobics and jogging events be sure that all guests illnesses or disabilities which could put them at risk. Also ensure regular pulse checks are made during the activity.16. In any contact activities, attempt to reduce the contact in your introductory talk. Ensure that no unnecessary contact is possible.PROCEDURE: (continued)17. In swimming activities, be sure to monitor everyone in the pool. Introduce rest breaks where necessary.In general, safety must be the prime consideration when planning all events.18. Is the equipment to be used safe?19. Have I catered for all possibilities?20. Is first aid equipment and safety equipment nearby?21. Do I know what to do in the event of an emergency?22. Have I catered for all ages, particularly children?23. Are any risks involved? If so have they been minimized?Make sure all questions can be answered correctly before holding any activity.Other rules may be added in the safety and first aid lecture prepared by the Personnel Department. Those mentioned are to be treated as strict guidelines.STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: PRODUCE AN INVENTORY AND CONTROL SYSTEM FOR SIGNING OUT EQUIPMENTSTANDARD: PROCEDURE:STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: MAINTAINING SECURITY OF EQUIPMENTSTANDARD: ALL ACTIVITIES EQUIPMENT WILL BE SECURED AWAY AND LOCKED WHERE POSSIBLE. CHECKS WILL BE MADE AT THE END OF EACH DAY.PROCEDURE:All equipment must be stored and locked away each evening, and will be checked by the Equipment Supervisor or Assistant Activities Director. Areas to check:1. Beach Bure an Surrounding area - Refer to the Equipment issue book and ensure all equipment has been returned.- Check that all equipment is correctly stored and count it .- Ensure Beach Bure is locked and that all equipment is inside.- Look down the beach to ensure that nothing has been overlooked and that chairs etc. have been removed.- Be sure that the chase boat has been locked, the fuel tank taken out and the engine secured.2. Swimming Pool Area - Ensure no towels have been left.- Check around the pool that nothing is lying between chairs.- Ensure that the towel bure is locked.- Ensure that the swim pool plate room is locked.PROCEDURES: (continued)1. Activities Desk Area - Check that all drawers are locked.- Check that a closed sign and any other sign needed is in place.- Ensure that nothing has been left out.- Check the Equipment issue book to see if any games are unaccounted for.3. Other Areas - Check the video room to ensure videos are put away and that the recorder and the TV are locked.- Check the ballroom to ensure nothing has been left.All equipment should be locked at night and all security measures must be adopted. These checks must be done nightly.STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: REPAIRSSTANDARD:PROCEDURE:STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: CHECKING VOUCHER AND CONTROL SYSTEMSSTANDARD:PROCEDURE:STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G . M. APPROVAL: DATE:TASK: SAFETY PROCEDURES AND FIRST AID PROGRAMMESTANDARD: IT IS VITAL THAT ALL STAFF KNOW HOW TO IMPLEMENT SAFETY PROCEDURES AND FIRST AID QUICKLY AND EFFECTIVELY.PROCEDURE:The Personnel Department will be arranging Safety Procedure training and a first aid certification course.STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G . M. APPROVAL: DATE:TASK: GUEST COMPLAINT HANDLINGSTANDARD :ALL STAFF WILL KNOW HOW TO HANDLE A COMPLAINT QUIETLY AND EFFECTIVELYPROCEDURE:Should you come across a complaint lodged by a guest, complete the following procedure.1. Listen to the complain.2. Should the guest be angry or loud, get them to a quiet place tactfully.3. Re state the problem in your own words to make sure it is understood.4. Show empathy sympathize with the guest, show you care.5. Take action This action may constitute calling your superior or if possible, handling the complaint yourself. Do not offer the guest anything you cannot carry out.6. Always report the complaint to your superior.STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G . M. APPROVAL: DATE:TASK: FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMMESTANDARD:PROCEDURE:STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: GUEST RELATIONS SKILLSSTANDARD:PROCEDURE:STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: FAMILIARITY WITH THE CONTROL SYSTEMS FOR GAMES AND EQUIPMENT AND THE PRODUCTION OF AN INVENTORY AND CONTROL SYSTEMSTANDARD: THE ASSISTANT AND THE SUPERVISOR WILL JOINTLY PRODUCE AN INVENTORY OF ALL EQUIPMENT AND A CONTROL SYSTEM FOR THE ISSUE OF GAMES AND EQUIPMENT. EACH WILL BE SIMPLE AND EFFECTIVE.PROCEDURE:The Assistant and Supervisor will produce an inventory of all departmental equipment. This inventory will be checked at intervals.Form the inventory; they will also produce a control system for the issue and reclaim of all games and sports equipment. All staff will be aware of how the system works and how to issue and reclaim equipment from the Beach Bure and Activities Desk.InventoryThe inventory is simply a list or record of all equipment the department has at its disposal. It serves the purpose of ensuring that the equipment is accounted for and that if any equipment goes missing, we are aware of it.The Control SystemTwo “Equipment issue” books will be opened. One for use behind the Activities Desk and one for use behind the Beach Bure. No charge will be made for issue of the equipment, but it should be returned by 5 p .m . To the place of issue. Equipment issued at the Activities Desk may stay out overnight.PROCEDURES: (continued)The Control systems will consist of the two books in which entries will be made. The entries will be as follows:NameRoomEquipmentTimeExpected InitialDate ReturnReturnedByThe entries to be made are self explanatory. The Book should be checked at the end of the day by the Assistant to ensure that all equipment has been returned to the Beach Bure. He should also check that al equipment at the activities Desk is accounted for. For guests wanting games after the Activities Desk is closed they should refer to the reception for issue of equipment.It is vital that all equipment be inventoried and then its use monitored. This will issue the equipment against loss or theft and will serve as an efficient record of repairs needed.STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: KNOWING THE TOURS OFFEREDSTANDARD: EACH EMPLOYEE WILL HAVE A BASIC KNOWLEDGE OF ALL TOURS OFFERED BY THE TOUR DESK.PROCEDURE:STAFF MUST KNOW:1. The tours of the tour desk.2. All tours and operators handouts of all major tour operators will be given out.3. The different types of tours.4. How the tours operate form bookings, to paying, to confirmation, and to the trip.5. A verbal test will be given.STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: TO KNOW ALL THE EQUIPMENT AVAILABLESTANDARD:PROCEDURE:STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: PROMOTING GROUP PARTICIPATION AND ENCOURAGINGSTANDARD:PROCEDURE:STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: KNOWLEDGE OF TYPES OF AEROBICS OFFEREDSTANDARD:PROCEDURE :STANDARDS AND PROCEDUREDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: KNOWING HOW TO TEACH AND GIVE INSTRUCTION TO SMALL AND LARGE GROUPSSTANDARD: ALL STAFF MUST BE ABLE TO TEACH AND GIVE INSTRUCTION EFFECTIVELYPROCEDURE:When giving group or individual instruction at Sheraton the following guidelines must be taken into consideration:1. Instruction must be given clearly and in a loud voice enabling all pupils to hear.2. The instructor must maintain eye contact with the whole group to ensure a relationship is established.3. The content of the lecture should be simple yet interesting.4. The aims should be attainable, yet challenging.5. The teaching should programs in stages, and there should be a improvement through those stages.6. The use of pupil participation must be brought into the lesson. Also a demonstration, where useful, may be used.7. An effective way of testing for results should be set.8. A concise and simple summary must end each instruction period, and a conclusion. There must be a clear beginning and an end.9. Things to avoid.PROCEDURES: (continued)Do not dwell on any one part of the lesson too long.Do not encourage one pupil more than the others.Do not progress too rapidly.Do not be over familiar with guests.Do not speak too quickly or softly.10. Above all, make any instruction fun and enjoyable and always highlight any achievement, however small.