酒店值班经理工作内容(中英文).doc

精品文档就在这里-各类专业好文档，值得你下载，教育，管理，论文，制度，方案手册，应有尽有-酒店值班经理工作内容Duty Manager: Day: Date:值班经理： 星期： 日期：1. (6:30am & 14:30 & 22:30 ) Read DM & Reception Logbook, new memos and event orders, brief all staff on duty.(早晨6:30,14:30和22：30 )仔细阅读大堂副理的交班日志和接待的交班日志，查看新的备忘录和重大活动的记录，与所有当班员工开个简单的交班会。2. Brief last night occupancy, todays occ. forecast, VIP, group, FIT bookings and the weather of today.查看昨晚住房率，今天预计住房率，掌握VIP，团队和散客的预订情况和当天的天气情况。3. (6:30am & 14:30 & 22:30) Check grooming (uniform, name tag, hair, shoes, nails, socks, make up, attitude, energy)(早晨6:30，14:30和22：30)检查员工的仪容仪表(制服，名牌，头发，鞋，指甲，袜子，化妆，态度，精神面貌)4. Proper take-over正常交接班5. Print VIP departure list and check their bills, ensure there is no mistake.打印VIP离店清单，并检查他们的帐单，确保准确无误。6. Check all sections-Concierge, GSC, BC, Reception, Health Club.检查所有的小部门-礼宾部，宾客服务中心，商务中心，前台接待，健康中心。7. (7:00am & 15:00) Check arrivals preparation (Resv forms, VIP, group, FITs) clear about their arrival time and limousine arrangement.(早晨7:00和15:00 )检查客人到店的准备情况( 预订单，VIP，团队和散客)，清楚地了解他们的抵店时间和用车安排。8. Check VIP room set-up.检查贵宾房的设置情况。9. (Constantly) Organize the whole lobby area. Make sure all guest movement and behavior is in control.(始终)环顾整个大厅，确保所有客人的活动和行为都在自己的掌控之下。10. Monitor & ensure room-escort of all arriving guest.监督并确保所有抵店的客人都有人指引到客房。11. (Every hour) check 9500, 9600, 9601, 9602, 9605, 9607, 9609,9700.每个小时检查一次9500, 9600, 9601, 9602, 9605, 9607, 9609,9700。12. Check arriving groups resume, clear about payment and room arrangement.检查到店团队资料，明确付款方式和房间安排情况。13. (12:00) Check due out rooms.( 12:00 )检查预退房间情况。14. Check arriving rooms blocking.检查预订锁房的情况。15. Make your rounds in hotel areas.巡视整个酒店区域。16. Handle all guest complaints; log in book, for the outstanding case there must be a complete report in writing.处理所有客人的投诉;在交班本中做记录，对典型的案例，要有一个完整的书面报告。17. (9:00am & 15:00 & 21:00) Check room discrepancy report and file.(上午9:00和15:00和21:00 )检查房态差异报告并存档。18. Check lobby status( lightings and background music).检查大堂灯光和背景音乐情况。19. Clear pigeon hole at least 2 times a shift.每个班次必须检查文件存放格两次。20. Ensure the whole lobby areas and FO all areas are clean and tidy.确保整个大厅区域和前厅区域的干净与整洁。21. Check supplies and make requisition.检查用品供应和申请情况。22. Ensure group breakfast arrangement & communicate with F&B.与餐饮部进行有效的沟通，做好团队早餐的安排。23. Check front desk cash float.检查前台备用金情况。24. Check GSAs shift report.检查前台收银交班报告。25. At least 2 vacant rooms should be checked and complete room inspection list (with problem one) to HSKP immediately and follow up result.每个班次至少应检查2间空房，完成房间检查表(有问题)，及时通知客房部并跟踪处理的结果。26. Jobs which need special attention & must be done.分清哪些是需要特别关注的和必须去做的工作。27. (7:00am & 13:00)(15:00 & 18:00) Print trace report & follow up (2 times per shift)(早晨7:00和13:00 )( 15:00和18:00 )打印跟踪报告并跟进(每班2次)28. Daily GSTS & PCR enrollment每天的客人满意度调查报表和引入优悦会会员。29. Random check profile modification at least 5 rooms per shift. The ones with problems must be corrected immediately.每班至少随意抽查5间房间的资料录入情况，有问题的必须立即处理。30. Check PSB data ensure no problem and SIGN YOUR NAME on each of it. I hold all on-duty DM responsible for any mistakes on your shift PSB data.检查公安局数据。确保没有问题，并在每份上签你的名字。当班值班经理对自己所在班次的公安局登记信息负全责。31. Make courtesy call at least 4 rooms morning shift and afternoon shift, make record and update in computer. Afternoon DM put the courtesy call record book on FOM table before you off duty.早班和中班至少向4个房间打问候电话，在电脑里做记录并更新。下午班次的值班经理在下班之前把问候电话纪录表放到前厅部经理桌子上。32. DM on Sunday afternoon shift must ensure this courtesy report is prepared & print out for FOM.周日当下午班的值班经理要确保客人问候报告已经准备好并打印出来给前厅部经理。33. On Friday, issues long staying guest amenities in the morning.每个周五的早上必须发放长住客赠品。34. Make testing call at least 6 calls per shift.(Internal)没个班次至少打6个测试电话(内部)。35. Property Walk Around(Both Shift Together)酒店全区域的巡视(两个班次一起)36. Check all the Room Rates and Night Audit on night shift.夜班检查所有房价及夜审Duty Manager Check ListMorning Shift1. Review yesterdays DMs log-book and takes over from night shift DM.查看昨日的值班经理交班本并和夜班交接班。2. Take over the master keys and SDB from night shift DM.和夜班交接万能钥匙和保险箱物品。3. Complete FO performance check list.完成前厅部工作完成检查表。4. Be familiar with VIP arrival and departure.熟悉VIP的到店和离店情况。5. Follow up the pending issues both on the log book and trace report.跟进交班本和跟踪报告上需要跟进的事宜。6. Patrolling in hotel public area.巡视酒店公共区域。7. Assist in front desk check in and check out during the peak time.在繁忙时段协助前台办理入住和退房手续。8. Handling guests complaint and quick respond to guests comments and Complaints.解决客人投诉并对客人的意见和抱怨及时做出反应。9. Trace due out rooms.跟进预离房间。10. Be familiar with group arr. And dep.熟悉团队的到店和离店情况。11. Check room discrepancy and follow up accordingly.检查并跟进房态差异。12. Double check cashiers rebate voucher and paid out voucher and sign on it检查减免单和现金支出单并签字。13. Conduct afternoon shift briefing.主持下午班的交班会14. At least 3 vacant rooms should be checked, especially the show rooms.早班至少检查3间空房，特别注意客人参观房的检查。15. Handover to afternoon shift DM , Property Walk Around(Both Shift Together)和中班值班经理交接班, 酒店全区域的巡视(两个班次一起)。Afternoon Shift1. REVIEW DMs log-book and take over from morning shift AM.查看值班经理交班本并和早班交接班。2. Take over the master keys and SDB from morning shift DM.和早班交接万能钥匙和保险箱物品。3. Complete FO performance check list.完成前厅部工作完成检查表4. Be familiar with VIP Arr. And Dep.熟悉VIP 的到店和离店情况。5. Follow up the pending issues both on the log book and trace report.跟进交班本和跟踪报告上需要跟进的事宜。6. Patrolling in hotel public area.巡视酒店公共区域。7. Assist in front desk check in and check out during the peak time.在繁忙时段协助前台办理入住和退房手续。8. Handling guests complaint and quick respond to guests comments and complaints.解决客人投诉并对客人的意见和抱怨及时做出反应。9. Check room discrepancy and follow up accordingly.检查并跟进房态差异。10. Follow up on due out room, do not leave it to night shift。跟进预离房间的退离情况，不要托到夜班。11. Be familiar with group Arr. And Dep.熟悉团队的到店和离店情况。12. Double check cashiers rebate voucher and paid out voucher and sign on it.检查减免单和现金支出单并签字。13. Conduct night shift briefing。主持夜班交接班会。14. On weekends, prepare and conduct the regular meeting of FO.在周末时，准备并主持召开晨会。15. Handover to night shift DM. Property Walk Around (Both Shift Together).和夜班值班经理交接班，酒店全区域的巡视(两个班次一起)。Night Shift1. Review DMs log-book and takeover from afternoon shift DM.查看值班经理交班本并和中班交接班。2. Take over the master keys and SDB from afternoon shift DM.和早班交接万能钥匙和保险箱物品。3. Be familiar with VIP Arr. and Departure.熟悉VIP 的到店和离店情况。4. Follow up the pending issues both on the log-book and trace report.跟进交班本和跟踪报告上需要跟进的事宜。5. Check rate variance report.检查房价差异报告。6. Night Audit夜审7. Check upgrade status.检查房间升级情况。8. Random check the R/C in house and Arr.抽查在店客人和当日抵店客人的登记表。9. Patrolling in hotel public area.巡视酒店公共区域。10. Check night shift staff performance according to check list.根据工作完成检查表检查夜班员工工作情况。11. Assist in front desk check in and check out during the peak time. Follow up on due out room.在繁忙时段协助前台办理入住和退房手续。跟进预离房间。12. Handling guests complaint and quick respond to guests comments and complaints.解决客人投诉并对客人的意见和抱怨及时做出反应37. Make testing call at least 6 calls.(Internal).早班至少打6个测试电话(内部)。13. Be familiar with group Arr. And Dep.熟悉团队的到店和离店情况。14. Double check GSAs rebate voucher and paid out voucher and sign on it.检查减免单和现金支出单并签字。15. Conduct morning shift briefing.主持早班交接班会。16.Ensure breakfast arrangement & communicate with F&B.与餐饮部进行有效的沟通，做好早餐的安排。17. Handover to morning shift DM，Property Walk Around(Both Shift Together).和早班值班经理交接班，酒店全区域的巡视(两个班次一起)。Note: Double check the morning call setup with the GSA. Provide service to guests, when the Business Centre is not in business hours.和总机员工仔细核对叫醒时间。在商务中心下班之后，为客人提供必要的服务。-精品 文档-