喜达屋酒店集团前厅部操作程序.doc

喜达屋酒店及度假村管理集团

REVISED: 6 AUGUST 2013

STANDARD OPERATING PROCEDURES
标准操作程序
POLICY NO. SUBJECT
编号 标题
FO-DM-001 Duty Check List
工作检查表
FO-DM-002 Bomb Threat
炸弹威胁
FO-DM-003 Car Accident
交通事故
FO-DM-004 VIP Check in
重要客人入住
FO-DM-005 Accident – Guest
意外—客人
FO-DM-006 Guest Complaints and Disputes
客人抱怨和争执
FO-DM-007 Request for Doctor/ Hospitalization
求医要求/住院治疗的要求
FO-DM-008 Fights
争斗
FO-DM-009 Fire
火灾
FO-DM-022 Lost & Found
丢失和发现
FO-DM-024 Safety Box
保险箱
FO-DM-028 Incoming Faxes/ Email at night time
夜间接受传真/电子邮件
FO-DM-030 Valuables
贵重物品保管
FO-DM-031 Guest Birthday
客人生日
FO-BC-002 Incoming faxes
接收传真
FO-BC-005 Meeting Room Rental
会议室租用
FO-BC-006 Outgoing Fax
发送传真
FO-BC-007 DHL / EMS/ Courier Services DHL
特快专递
FO-CON-002 Baggage Service for Arrivals
行李抵达服务
FO-CON-003 Baggage Service for Departure
行李离店服务
FO-CON-004 Baggage Service for group Arrivals
团队行李抵达服务
FO-CON-005 Baggage Serviceforg roup Departure
团队行李离开服务
FO-CON-006 Baggage Storage
行李贮存服务
FO-CON-007 Brochures, Maps and Directions
指引册，地图，导游册
FO-CON-008 Flags
旗帜
FO-CON-009 All Incoming Items
所有收入条款
FO-CON-010 Newspapers
报纸
FO-CON-011 Outgoing Items
外送物件
FO-CON-013 Rooming Guest
陪同客人进房间
FO-CON-014 Shuttle Bus
班车
FO-CON-015 Outdated mail, faxes and parcels
过期的邮件，传真和包裹
FO-CON-016 Paging Service
呼叫服务
FO-CON-017 postal express service
邮政快递服务
FO-CON-018 Taxi booking and arrangement
出租车预订及安排
FO-CON-019 Trolley
手推车服务
FO-CON-020 Umbrella
雨伞服务
FO-CON-AR-001 Airport send off
机场送行
FO-CON-AR-002 Airport Pick Up
机场接客
FO-CON-AR-003 Airport Lost Luggage
行李丢失
FO-CON-AR-004 VIP Arrive-Limousine
接重要客人-豪华轿车
FO-CON-AR-005 VIP Arrive-( By Taxi )
接重要客人（用出租车）
FO-CON-AR-006 Mobile Phone
移动电话
FO-CON-DRICER-001 House Use/ Complimentary Vehicle
酒店自用/免费用车
FO-CON-DRIVER-002 Limousine Availability
大型轿车使用率
FO-CON-DRIVER-003 Limousine Cleaning & Maintenance
大型轿车清洁和保养
FO-CON-DRIVER-004 Mileage/ Petrol Control
运程/汽油控制
FO-CON-DRIVER-005 Limousine Request
用车申请
FO-CON-DRIVER-006 The Responsibility of Driver
司机责任保证
FO-EF-007 Guest Preference
客人爱好
FO-EF-008 Executive Floor Check In
行政楼层入住
FO-EF-009 Hosting
招待
FO-FD-010 Computer Down
计算机系统崩溃
FO-FD-011 Foreign Currency Exchange
外币兑换
FO-FD-016 Internal Trace Report
内部事务报告
FO-FD-017 Key Control
钥匙控制
FO-FD-018 Lost & Found at Check In
失物招领
FO-EFM-012 VIP Check In
重要客人入住
FO-EFM-016 Alleged Theft
偷窃
FO-EFM-017 Guest Complaints and Disputes
客人抱怨和争执
FO-EFM-018 Complimentary / House Use
免费房使用
FO-EFM-020 Request for Doctor / Hospitalization
求医要求/住院治疗
FO-EFM-023 Lost and Found
失物招领
FO-EFM-024 Safety Deposit Boxes Key Inventory
保险箱钥匙清单
FO-EFM-025 Safety Box
保险箱
FO-EFM-027 Valuables
贵重物品保管
FO-EFM-028 In-House Clinic
酒店医疗中心
FO-EFM-029 Guest Birthday
客人生日
FO-EFM-030 Guest Join-In Authorization
会员加盟授权
FO-EFM-031 Guest Comments
客人意见
FO-EFM-032 Booking at other Plaza Royale Hotel
豪廷酒店网络内约定
FO-EFM-033 Hotel Events
酒店活动
FO-TEL-001 Telephone Control DDD/IDD
国际/国内长途电话控制
FO-TEL-002 Call Accounting System
电话记费系统
FO-TEL-003 Call Barring and Unbarring
电话禁呼和解禁
FO-TEL-004 Do Not Disturb Feature
请勿打扰事宜
FO-TEL-005 Guest Locator Feature
为客人接电话至指定地点
FO-TEL-006 Incoming Calls
接听来电
FO-TEL-007 Operator Assisted Calls
接线员辅助呼叫
FO-TEL-008 PABX Adcom Fax System
专用交换机传真系统
FO-TEL-009 PABX Adcom Mail System
专用交换机邮件系统
FO-TEL-010 Public Address Paging System
公共提示标志
FO-TEL-011 Wake up Call
叫醒服务
FO-TEL-012 Personal calls
私人电话
FO-001 Baggage Service
行李服务
FO-002 Business Center Service
商务中心
FO-003 Engineering Service
工程服务
FO-004 Handling Guest Complaints
处理客人投诉
FO-005 Handling Incoming Calls
处理来电
FO-006 Housekeeping Service
客房服务
FO-007 Room Service-Incoming Call
客房送餐来电
FO-008 In-Room Dining Order
客房用餐预订
FO-009 Runner Service
特殊服务

Front Office Terms to Know
前厅部须知
A.H.&M.A. American Hotel and Motel Association.
美国饭店及汽车旅馆协会
Accommodate A promise of a room for a guest – if not in that hotel,
then a commitment to find a room elsewhere.
对客人保证客房的承诺
Adjoining Rooms Two or more rooms side by side without a connecting
door between them. In other words, rooms can be adjoining without being connecting.
两间或两间以上并排的、之间没有房门直接联系的房间。换言之，即相互毗邻但不连接的房间。
Adjust/Adjustment A correction of an error that occurred on a previous day.
对于之前发生的错误给予的修改
Advance Deposit Prepayment of room charges.
房间预付款
Average Daily Rate The average of rates charged for guest rooms during
one day of business. Method of computation:
日收取的商务客人平均房价。估算方法:
ADR = Total guest room revenue divided by number
of rooms sold.
ADR=卖出房的客房总收入除以卖出的房间数量。
Bank Funds issued to cashier for handling guest transactions
which must be balanced at the beginning of each shift.
为客人提供的交易资金必须在每次交班的开始时移交给出纳.
Block A group of rooms held at the request of Sales or Catering.
一批供销售或宴请使用的房间。
Blocked Room Room numbers assigned in advance of arrival on the
same day of arrival.
房间号码被事先安排和到达时一样的房间。
Booking Agreement Reference material for a number of reservations made
under a company or group.
为公司或团队预订准备的参考材料。
Bucket Tray used for filing guest folios by room number at Front Desk.
在前台上，用于为客人盛放房间号码的便条的碟子
Bucket Check When you compare the room board with the bucket.
用门牌号码和便条比较
Budget Check AM & PM comparison of guest bucket folios with room
rack to verify accuracy of account.
上午和下午的客房便条比较，检测房间帐户的准确性
Catch the Spirit Catch the training spirit with our “Catch the Spirit –
Phase I” education program. The program includes a three-part video training series, facilitator’s guide and certification program through Plaza Royale International, Inc., prepared for Front Desk, Housekeeping and Maintenance employees.
用“领会精神—1”的课程领会精神。该课程包括三个培训系列片。豪廷集团将提供指导和给予资格认证，其中涉及前厅部、客房部员工和维修员工。
“Catch the Spirit – Phase II,” will continue the educational tools that support line-level staff. The focus this year is on the Front Office Professional and Lobby Retailing.
“领会精神—2”课程将继续这一教育员工工作。并主要针对前厅部的销售工作。
The Front Office video based training program is geared toward front desk etiquette, multi-tasking, handling guest complaints and sales techniques. The “Virtual Lobby” video will highlight the ways to merchandise your lobby to successfully sell all property features and Amenities.
前厅部培训课程基于前台礼节、多重任务、解决客人投诉和销售技巧。“虚拟大堂”的视频课程将总结所有以适宜的特点和令人愉快的事宜销售的方法。
Check-ln Hotel day starts at 6:00 a.m.; however, occupancy of rooms by arriving guests may not be possible until after the established check-out time (usually 1:00 p.m.).
酒店工作日在早上6点开始，同时，客人离店时间不得超过下午1点
Check-Out (verb) To vacate a hotel room, (taking luggage), turn in key and pay bill; (noun, hyphenated) a room that a guest has officially vacated. Check-out time is usually 1:00 p.m.
（动词）腾出酒店房间，（取走行李），交还钥匙并结帐；（带连字符的名词）客人正式腾出的房间，一般在1点。
Comforts of Home Every Plaza Royale guest will get all the little extras
to make their stay even more comfortable: in-room coffee-maker, DM/FM alarm clock radio, weekday newspaper. And at participating locations, they will enjoy free local phone calls and no long distance access charges. Just one more way to add more value to your guest’s stay.
每一豪廷的客人将得到所有令其舒适的额外服务，如：房间内咖啡机、DM/FM警钟收音机，周报等。在人多的地方接听电话，他们将不再为长距离的等待而付费，可享受免费的服务。这是又一种令客人的住宿更超值的方式。

City Ledger Front account turn to back account 前台帐转往后台
Closed Dates Dates on which nothing can be rented because of a “full-house”.
由于客满而无空房的日期
Commercial Rate Rate agreed upon by company and hotel for all individual
room reservations.
经过公司同意和酒店提供给个别客人的预订的价格
Commission Payment Percentage of room rate paid to travel agencies for their hotel bookings.
旅行社预订的房价的百分比。
Complimentary Room, Comp A room free of charge.
免费房。
Confirmation A written notice to guest in advance of arrival that room has been reserved.
提醒事先抵达的客人房间已经被预订的书面通知。
Connecting Rooms Adjacent rooms with a connecting door in between.
之间有连接的连通房。
Convention An assembly of association attendees or employees of companies gathering for a common purpose, usually including meetings, banquets, and room accommodations.
为公司的共同目的，由员工出席者和员工参加的集会，通常包括会议，宴会和住宿
Corporate Rate Guaranteed “not more than” room rates extended to a major company using hotel often.
确保对酒店常客“不收更多”的房价。
Day Rate Renting room for part of hotel day, normally 9 a.m.-6 p.m. Rate is 50% of double rate for that room.
通常在早上9点到下午6点的记费日租用房间，房价按双人房价的50%收取。
Deposits A monetary payment to hotel by guest in advance of arrival to assure room will be held.
客人住房的预付款
Desk Information Book Contains information which needs to be used for reference.
用做参考的信息册
Direct Bill An account which has been approved by the manager and to which we will send a bill after check-out. The folio must be signed by the guest at check-out.
由总经理批准的在结帐后送出的帐目。其必须在客人离店时签字
Discount Rates Usually refers to a 50% discount extended to travel agents and airline employees (some units may include a discount to government employees and others on a per diem basis).
通常是给予旅行社和航空公司职员扩大到50%的折扣（有些情况下可 以包括对政府职员的折扣，其他情况下可以精确到角的程度）
Double A room to be occupied by two people.
一个房间两个人住
Double Double Room A room with two double beds.
一个房间有两个双人床
Efficiency An accommodation containing some type of kitchen facility.
包括一些带厨房设施类型的膳宿
Flag A colored plastic chip placed in the room rack to designate the status of the room – check-out, recent check-in, etc.
一种可放在房间搁架内使用的，多用与显示如入住或离店等房态的多色彩的塑料片。
Flat Rate Specific room rate for group, agreed upon by hotel and group in advance.
经过酒店的同意后为团队指定特殊的房价。
Folio Used to record the details of all business transacted between the hotel and guest during the guest’s stay.
在与客人交往过程中，用于记录酒店和和客人之间特殊商业交易细节的账单。
Forecast Assuming future occupancy of the hotel and final availability status.
设想酒店将来的入住率和最终使用状态。
Front Desk Area where guest checks into hotel, where keys are kept, where mail is distributed and from which information is dispensed.
客人入住酒店，保管钥匙，邮件和相关信息表格被分发的地方。
Front Office Area where information regarding guests is kept; also
Assistant - Manager’s office.
相关客人信息被保存，经理助手工作的地方。
Front Office Cashier Person who adds up all charges made to a room and
Collects money upon departure guests who occupied it.
将驻店客人离开时的所有费用集中的员工。
Front Office Agent Person who helps guests check- in and keeps track of rooms available.
为客人办理入住手续和跟踪房态的员工。
Front of the House Entire public area.
公共区域。
Full Comp No charges made for room, meals taken in hotel,
telephone , valet or any items.
房费、餐费，电话费等所有费用全免的服务。
General Clean Indicates thorough cleaning of guest room and bath; done on a periodic basis. 象征着周期性的房间和浴盆等的彻底清洁工作。
Group Code Type group name on folio under rate information.
在账单上记录着等级信息的团队类型名称。
Group Reservation A specified minimum number of reservations of rooms
handled by the sales department.
由销售部控制的特殊的房间预定的最小值。
Guarantee Figure given by function planner to hotel, at least 24 hours prior to function, stating number of persons to be served. Most hotels are prepared to serve at least 5% over the guaranteed figure. Payment is made on a basis of the guaranteed number of covers or total number served, whichever is greater.
由计划人至少先于24小时提供的要求被服务的人员数量和功能的信息。多数酒店都是预先做好多于这个保证值的5%的准备。无论规模的大小，付款的比例都将基于保证值或服务的总数。
Guaranteed No-Show (GTD-NS)放弃预订的保证
Guaranteed Reservation (GTD) Assuming guest does not arrive and cancel the reservation on time, so should be pay the room charge by company, travel agent and person and meanwhile offer their company’s credit card.
承诺假如客人没有抵达或者没有在合理时间内取消预定仍为住宿等支付相应款项的公司，旅行社或个人,并且提供公司信用卡帐号。
Guest Charge Anything put on guest’s bill – purchases, room service, telephone, valet, etc.
客人的房间、电话、服务、消费等的任何费用。
Guest Folio See folio. 客人账单。
Held Luggage Guest’s property held in lieu of payment for accommodations
客人在登记入住时，有行李员帮他照看私人财产.
High Balance Report Prepared for night audit report to notify Front Office Manage.通过夜审向前厅部经理通报客人消费已经超过其限定的情况。
Hold for Arrival Mail and packages, etc. arriving prior to arrival of guest. “Hold for Arrival” is noted on article.
先于客人到达的邮件、行李等。
“Hold for Arrival”将写在相关物件上。
Home Office Rooms Each Home Office room is outfitted with a large, well-lit work desk with telephone, with computer dataport, so your guests can work comfortably and effectively at every Plaza Royale location.
每一个家庭办公房需要配备带有全套大工作台、电话、电脑等的房间，客人可以在豪廷的每个地点更加舒适高效地工作。
Hospitality A room used for entertaining (cocktail party, etc.)
Usually a function room or parlor.
用于娱乐（鸡尾酒会等）的房间，通常是一个功能间或者客厅。
Hospitality Suite A parlor with connecting bedroom(s) to be used for entertaining.
一间和卧室连接用于娱乐的客厅。
Housekeeping Reports Reports turned in to Front Desk by Housekeeping late in afternoon and used to verify that Housekeeping and Front Desk show same status on all rooms inventory.
客房部在下午交给前厅部的用于核对两个部门房态一致性的报告。
House Count How many rooms have been sold for that night.
当晚房间的出售量。
Information Rack Revolving rack at PBX with all guest information slips filed alphabetically.
按字母排列的所有客人信息的旋转搁架。
Inspected Room has been thoroughly checked by an inspectress, supervisor or housekeeper.
由监督员，主管或管家检查过的房间。
Junior Suite A large room with a partition separating the bedroom furnishings from the sitting area.
有隔断分隔卧室和客厅的的普通套房。
Kids Go Plaza Royale At Plaza Royale, kids always stay free and get free Fun Packs. And because we care about families, we have teamed up with Scholastic, combining the best of travel, entertainment and education.
在豪廷，儿童享受免费的照顾并得到免费的礼物。这是因为我们关心家庭成员，我们结合了旅游、娱乐和教育，校园化的聚集在一起。
King Largest size bed available from manufacturers; may be 80" by 80" or 72" by 72"; may be formed by putting two twin mattresses crosswise on twin box springs.
制造商提供的最大的床；有可能是80″*80″或72″*72″；也可能用在双料弹簧上交叉放置两个床垫。
Log Book Daily diary where special instructions are noted for follow up and/or documentation.
记录特殊指示或文件的日志本。
MAP (Modified DMerica