国际著名酒店娱乐部程序英文资料模板.doc

STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: RUNNING THE SHERATON/REGENT REGATTASTANDARD: A KNOWLEDGE OF THE EVENT AND THE STAGES AND SKILLS NEEDED TO PRODUCE IT. PROCEDURE:The event would be in four stages preparation, Introduction and race meeting, Event, Conclusion.52. PreparationThis event must be prepared in a number of ways. The day before, the Regent will be contacted and reminded of the time and place. An hour before, our 3 Hobies will be rigged on the beach, the boats having been allocated to guests previously on a first come first served basis.The chase boat will be taken out an hour before to set up the triangular course. The start line may be between the platform and the face buoy, starting either on a reach or beat depending on skill of competitors.The race meeting will be prepared in advance so as to give all the information required. Life jackets will also be available.53. Introduction and race meetingThis will be designed to give out all information that guest will need to take part length of races, and number.- Avoidance of collisions.- Points system.- Start procedures and sequence.- Finish procedures.- Capsizing and other hazard.PROCEDURE: (continued)All questions will be answered and names and boat numbers will be double checked. A special welcome will be extended to all Regent participants.54. The EventAll participants will then sail out to start. Spectators can be carried out to the platform. When all boats are in ear-shot the first signal will be given and the others will follow the sequence. After starting, the organizers will have the chase boat ready in case of any problem.Each race will be repeated, with results noted.55. ConclusionWhen all races are completed, the boats will all head ashore where the beach attendants will help recover them. All boats will be returned neatly to their positions and all equipment will be carried back and stored.The guests will be encouraged to congregate for the results and prize giving. The winner and loser will receive prizes. Before leaving, the Regent guests will receive our thanks and an attendant will sum up with a few words.SHERATON/REGENT HOBIE REGATTAINFORMATION1. The activity duration is 1 1/2 hours.2. The series consists of 3 races, each lasting 20 minutes.3. Safety of participants and observers will be of prime importance, and all necessary safety procedure will be observed. A safety boat will be on constant alert.4. The start will be on the water between an anchored start boat and a regatta buoy. The start sequence will be:6 minutes horn3 minutes horn1 minute horn30 seconds whistleCountdownStart hornRecall additional hornNO FLAGS WILL BE NECESSARY5. The start will be on a reach unless competitors are particularly competent.6. All potential hazards, reefs or obstructions will be pointed out in the pre-race meeting.7. The course will be a simple triangular course, including a beat, reach and run. The finish can be on a beat or run depending on conditions and participants.8. On finishing, boats will be asked to remain close to the start boat in preparation for the start of the next race.PROCEDURE: (continued)9. Points will be given for each finisher as follows:1 st 3/4 point2 nd 2 points3 rd 3 points etc.UNTIL:Non finisher the total number of boats plus two points.10. Only Hobie 14s will be allowed to race. They may carry any number of people but only one sail.11. The emphasis will be on enjoyment and the fun element will be stressed. Spectators will be encouraged, and they can view from anchored craft, the floating dock, motor boats, canoes or from the beach.12. The event must have a conclusion of some sort, preferable a prize giving. Equipment needed-3 Regatta buoys, each with a 50 ft of nylon line3 Anchors or concrete bricks1 Air horn1 Whistle1 Start boat with anchor and line1 Chipboard and penAll Hobie cats in working order1 Safety boat1 Blackboard and chalkSTANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISORHEAD: G. M. APPROVAL: DATE:TASK: EXCURSION TO THE LOCAL CARVING VILLAGESTANDARD: ALL STAFF SHOULD KNOW ALL ABOUT THE TOUR AND BE ABLE TO ACCOMPANY IT AT SHORT NOTICE IF NECESSARY. PROCEDURE:This excursion initially will be laid on twice a week, once for adults and once for children. It will last 1 1/2 hours.1. Ensure that all interested parties are notified of the event and time,(using the activity desk and word of mouth).2. Prepare numbers and ensure adequate transport is available and booked. (transport must be booked well ahead and numbers confirmed).3. Ensure that all guests are present before leaving and escort the tour when necessary, (usually a tour guide will be present but often one of the activity staff will have to accompany the trip).4. Explain a bit about the village on the way, the dos and donts and what they can buy.5. Upon arrival greet Moses and escort guest through village.6. Allow 1 1.4 hours maximum for trip, and organize the return smoothly.All staff will be taken on a familiarization trip to the village on 30 October at 2 p.m. More details can be added after the trip, as a clearer picture will have been painted. The childrens trip will involve more build up and a different kind of preparation. The village must be made aware of the type of guests to expect.ACTIVITIESJOB CATEGORY WINNERBEACH ATTENDANT SHERATON FIJI RESORTTASKSHOTEL ORIENTATIONDEPARTMENT ORIENTATIONSAFETY PROCEDURES AND FIRST AID PROGRAMMEGUEST COMPLAINT HANDLINGFAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMMEGUEST RELATIONS SKILLSFAMILIARITY WITH CONTROL SYSTEMS FOR GAMES AND EQUIPMENT AND THE PRODUCTION OF AN INVENTORY AND CONTROL SYSTEMTO KNOW ALL THE EQUIPMENT AVAILABLEKNOWING THE TOURS OFFEREDPROMOTING GROUP PARTICIPATION AND ENCOURAGING ACTIVITIESKNOWING THE TYPES OF AEROBICS OFFEREDKNOWING HOW TO TEACH AND GIVE INSTRUCTION TO SMALL AND LARGE GROUPSHOW TO TEACH CHILDRENORGANIZING MINI-TOURNAMENTSMANNING THE BEACH BUREKNOWING THE VOUCHER AND CONTROL SYSTEMSPREPARATION OF EQUIPMENT FOR ACTIVITIESPREPARATION FOR LOCAL THEME ACTIVITIESPREPARATION OF VIDEO SHOW EQUIPMENTPREPARATION OF ICE CARVING AND FLAMB DEMONSTRATIONSKNOWLEDGE OF CHILDRENS PROGRAMMESISSUE AND RECLAIM OF TOWELS FROM TOWEL BURECHILDRENS TALENT SHOW, EVENT, AND PREPARATIONCLEANING OF THE POOL AND POOL AREACARRYING OUT MISCELLANEOUS ACTIVITIESACTIVITIESJOB CATEGORY WINNERBEACH ATTENDANT SHERATON FIJI RESORTTASKS (continued from previous page)OPERATION OF CHASE BOATTEACHING A SAILBOARD LESSONTEACHING A HOBIE CAT SAILING LESSONRUNNING THE HOBIE STAGGERED REGATTATAKING A WATER POLO ACTIVITYSETTING UP THE VOLLEYBALL AND KNOWING THE THEMESLAUNCHING AND RECOVERING SAILBOARDS, HOBIES AND OTHER CRAFTSDOING THE HOBIE JOYRIDE ACTIVITYTAKING THE CHILDRENS MEALORGANIZING THE CHILDRENS SPORTS DAYORGANISING THE CHILDRENS EARLY EVENING GAMES ACTIVITIESCHILDRENS MOVIECHILDRENS SWIMMING LESSONS AND GAMES ACTIVITYCHILDRENS QUIZCARRYING OUT THE CHILDRENS SCAVENGER HUNT AND CRAB RACEORGANISING THE CHILDRENS PAINTING COMPETITIONCHILDRENS MORNING JOG, WALK, SHELL HUNT OR OTHER MORNING EVENTTAKING THE MORNING JOG OR WALKCARRYING OUT THE PRE-STRETCH CLASS BEFORE THE EARLY MORNING ACTIVITYCLEANING OF ALL BEACH AND POOL CHAIRSCLEANING OF HOBIE CATS, SAILBOARDS AND OTHER CRAFTS INCLUDING ALL EQUIPMENTCLEANING AND RAKING OF BEACHGENERAL CLEANING OF ACTIVITIES AREACARRYING OUT SAILBOARD FREESTYLE DEMONSTRATIONGIVING THE SAILING THEORY LECTUREGIVING THE SAILBOARD THEORY LECTUREACTIVITIESJOB CATEGORY WINNERBEACH ATTENDANT SHERATON FIJI RESORTTASK (continued from previous page)CARRYING OUT THE SAILBOARD COMPETITIONRUNNING THE SHERATON/REGENT REGATTAEXCURSION TO THE LOCAL CARVING VILLAGESTANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANTHEAD: G. M. APPROVAL: DATE:TASK: HOTEL ORIENTATIONSTANDARD: PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANTHEAD: G. M. APPROVAL: DATE:TASK: DEPARTMENT ORIENTATIONSTANDARD: ALL ACTIVITIES STAFF WILL KNOW THE FUNCTIONS AND ROLE OF THE DEPARTMENT, THE RULES, AND REGULATIONS WHICH GOVERN IT, AND THEIR ROLE WITHIN IT.PROCEDURE:1. Introduction on the role and goals of the department and the standards of service we will aim to meet.2. Explanation of the training schedule for each employee, and what the training involves, plus the importance of it schedule given out for both weeks.3. Showing of departmental structure and line of command. This will be done using a line chart. Reasons for it and the importance of it will be stressed.4. Explaining of the functions of the department, ie. the product of it, the outlets and equipment, the functions of various job categories. Job descriptions will be given out and explained thoroughly.5. How the department relates to other departments-particularly Food and Beverage, Front Desk, Sales.6. The personnel functions of the Activities Department:-a) who hires employees.b) Who orients employees.c) Who conducts ongoing training.d) Complaint procedures and style of management.e) When and by whom meetings are held within the department.f) Disciplinary action/probationary period.PROCEDURES: (continued)1. Rules and regulations of the department. Handout given and the importance of abiding by them will be stressed. Appearance standards.2. All staff will be given a tour of the property with particular note being taken of-Ballroom, Malolo Lounge, Ports OCall, Pool area, Meke area, Gardens, Beach bure, Tennis courts, Tour/activities desk, Beach.3. Relationship with Fish Fiji Limited and other concessions.STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANTHEAD: 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 PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANTHEAD: 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 complaint.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 PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANTHEAD: G. M. APPROVAL: DATE:TASK: FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMMESTANDARD: PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANTHEAD: G. M. APPROVAL: DATE:TASK: GUEST RELATIONS SKILLSSTANDARD: PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANTHEAD: G. M. APPROVAL: DATE:TASK: FAMILIARITY WITH THE CONTROL SYSTEMS FOR GAMES AND EQUIPMENT AND THE PRODUCTION OF AN INVENTORY AND CONTROL SYSTEM.STANDARD: 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.From 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: NameRoom Time DateReturnedEquipment Expected Initial Return By The 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 all 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