国际著名酒店娱乐部程序英文(14)模板.doc

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISOR

HEAD: G. M. APPROVAL: DATE:

TASK: RUNNING THE SHERATON/REGENT REGATTA

STANDARD: 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. Preparation
This 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 meeting
This 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 Event
All 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. Conclusion
When 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 REGATTA

INFORMATION

1. 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 – horn
3 minutes – horn
1 minute – horn
30 seconds – whistle
Countdown
Start – horn
Recall – additional horn
NO FLAGS WILL BE NECESSARY

5. 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 point
2 nd 2 points
3 rd 3 points etc.
UNTIL:
Non finisher – the total number of boats plus two points.

10. Only Hobie 14’s 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 line
3 Anchors or concrete bricks
1 Air horn
1 Whistle
1 Start boat with anchor and line
1 Chipboard and pen
All Hobie cats in working order
1 Safety boat
1 Blackboard and chalk

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: EQUIPMENT SUPERVISOR

HEAD: G. M. APPROVAL: DATE:

TASK: EXCURSION TO THE LOCAL CARVING VILLAGE

STANDARD: 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 do’s and don’ts 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 children’s 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.

ACTIVITIES

JOB CATEGORY WINNER

BEACH ATTENDANT SHERATON FIJI RESORT

TASKS

HOTEL ORIENTATION
DEPARTMENT ORIENTATION
SAFETY PROCEDURES AND FIRST AID PROGRAMME
GUEST COMPLAINT HANDLING
FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMME
GUEST RELATIONS SKILLS
FAMILIARITY WITH CONTROL SYSTEMS FOR GAMES
AND EQUIPMENT AND THE PRODUCTION OF AN INVENTORY
AND CONTROL SYSTEM
TO KNOW ALL THE EQUIPMENT AVAILABLE
KNOWING THE TOURS OFFERED
PROMOTING GROUP PARTICIPATION AND ENCOURAGING
ACTIVITIES
KNOWING THE TYPES OF AEROBICS OFFERED
KNOWING HOW TO TEACH AND GIVE INSTRUCTION TO SMALL
AND LARGE GROUPS
HOW TO TEACH CHILDREN
ORGANIZING MINI-TOURNAMENTS
MANNING THE BEACH BURE
KNOWING THE VOUCHER AND CONTROL SYSTEMS
PREPARATION OF EQUIPMENT FOR ACTIVITIES
PREPARATION FOR LOCAL THEME ACTIVITIES
PREPARATION OF VIDEO SHOW EQUIPMENT
PREPARATION OF ICE CARVING AND FLAMBÉ DEMONSTRATIONS
KNOWLEDGE OF CHILDREN’S PROGRAMMES
ISSUE AND RECLAIM OF TOWELS FROM TOWEL BURE
CHILDREN’S TALENT SHOW, EVENT, AND PREPARATION
CLEANING OF THE POOL AND POOL AREA
CARRYING OUT MISCELLANEOUS ACTIVITIES

ACTIVITIES

JOB CATEGORY WINNER

BEACH ATTENDANT SHERATON FIJI RESORT

TASKS (continued from previous page)

OPERATION OF CHASE BOAT
TEACHING A SAILBOARD LESSON
TEACHING A HOBIE CAT SAILING LESSON
RUNNING THE HOBIE STAGGERED REGATTA
TAKING A WATER POLO ACTIVITY
SETTING UP THE VOLLEYBALL AND KNOWING THE THEMES
LAUNCHING AND RECOVERING SAILBOARDS, HOBIES AND OTHER CRAFTS
DOING THE HOBIE JOYRIDE ACTIVITY
TAKING THE CHILDREN’S MEAL
ORGANIZING THE CHILDREN’S SPORTS DAY
ORGANISING THE CHILDREN’S EARLY EVENING GAMES ACTIVITIES
CHILDREN’S MOVIE
CHILDREN’S SWIMMING LESSONS AND GAMES ACTIVITY
CHILDREN’[S QUIZ
CARRYING OUT THE CHILDREN’S SCAVENGER HUNT AND CRAB RACE
ORGANISING THE CHILDREN’S PAINTING COMPETITION
CHILDREN’S MORNING JOG, WALK, SHELL HUNT OR OTHER MORNING EVENT
TAKING THE MORNING JOG OR WALK
CARRYING OUT THE PRE-STRETCH CLASS BEFORE THE EARLY MORNING ACTIVITY
CLEANING OF ALL BEACH AND POOL CHAIRS
CLEANING OF HOBIE CATS, SAILBOARDS AND OTHER
CRAFTS INCLUDING ALL EQUIPMENT
CLEANING AND RAKING OF BEACH
GENERAL CLEANING OF ACTIVITIES AREA
CARRYING OUT SAILBOARD FREESTYLE DEMONSTRATION
GIVING THE SAILING THEORY LECTURE
GIVING THE SAILBOARD THEORY LECTURE

ACTIVITIES

JOB CATEGORY WINNER

BEACH ATTENDANT SHERATON FIJI RESORT

TASK (continued from previous page)

CARRYING OUT THE SAILBOARD COMPETITION
RUNNING THE SHERATON/REGENT REGATTA
EXCURSION TO THE LOCAL CARVING VILLAGE

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: HOTEL ORIENTATION

STANDARD:

PROCEDURE:

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: DEPARTMENT ORIENTATION

STANDARD: 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 O’Call, Pool area, Meke area, Gardens, Beach bure, Tennis courts, Tour/activities desk, Beach.

3. Relationship with Fish Fiji Limited and other concessions.

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: SAFETY PROCEDURES AND FIRST AID PROGRAMME

STANDARD: 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 PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: GUEST COMPLAINT HANDLING

STANDARD: ALL STAFF WILL KNOW HOW TO HANDLE A COMPLAINT QUIETLY AND EFFECTIVELY

PROCEDURE:

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 PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMME

STANDARD:

PROCEDURE:

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: GUEST RELATIONS SKILLS

STANDARD:

PROCEDURE:

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: 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.

Inventory
The 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 System
Two “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:

Name Room Time Date Returned
Equipment 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