國際酒店GRO前廳部運作程序手冊 FO002-合作Co-operation

1、國際酒店GRO前廳部運作程序手冊STANDARD OPERATION PROCEDURE 標準操作程序Policy No.政策編號: FO002 Department部門: Front Office前廳部Section: Guest Relation Officer Prepared by 編制部門：Signature: Issued by 簽發(fā)單位:Signature:GM approval 總經(jīng)理批準:Signature:Effective Date: August 2003Supersedes 取代:Distribution 發(fā)布: SOPCo-operationPurposeOne o

2、f the Assistant Managers daily functions is to co-operation with all the departments in the hotel, in order to perform his/her duties properly; a good co-operation among staffs is indispensable. All Assistant Managers should endeavors to achieve a better communication and co-operation in the hotel.助

3、理經(jīng)理的日常職責之一是與酒店所有部門合作，以正確履行其職責；員工之間的良好合作是必不可少的。所有助理經(jīng)理都應努力在酒店內(nèi)實現(xiàn)更好的溝通與合作。PROCEDUREInternal co-operation1. Punctuality to work is always required, as it is a basic discipline to adhere. All staffs that are working at the AM desk are above supervisor Grading .so we should have better performance than ot

4、her staff as to the initiative and the attitude towards our work.2. All Assistant Managers on duty must complete his/her following up issues or cases before getting off duty, except those really cannot be followed up on the same shift. Then Hand-over must clearly from the previous shift to the next

5、in order to avoid mishandling of any case. The Assistant Managers on the previous shift should also record all details of case in the AM Logbook after completion of the case.3. All incoming / Outgoing correspondences and memos must be filed in good order. Each one at AM Desk must read and sign all i

6、ncoming memo and know how to sort them out (which is for our information, Which is for the case need to be followed up, Which need to be kept in the file.)Co-operation with Housekeeping Department 1. Loss and damage Of Hotel Property ;The case should be reported promptly for Assistant Managers follo

7、w up even for those guests assumed to have left (i.e. Bill settle). Any loss or damage in room will be reported to GSO, who will notify Assistant Manager to handle the case upon the guest Checkout time.If a case requires reconfirming or price quotation, Assistant Manager and Assistant EH should toge

8、ther approach the scene.2. Miscellaneous Voucher Copy Any charges to the compensation of the loss or damage of the room property, the charges voucher should be copied to HSKP for their record.3. Double lock Rooms When the need of subject arises (i.e. High Balance / Due Outs /Valuables in the room /

9、Door Ajar/ Guest request / Accidents. etc), Assistant Manager is right person to double lock guestrooms and action should be taken together with EH/AEH. Release of subject should be informed to HSKP upon the action taken.4. DND RoomsIn case of a room with DND sign hanged on until afternoon, it was t

10、o be handled by HSKP.Unless the room is double locked, Action of access to the particular room should be taken by AM and EH/AEH, DND rooms are not to make up without guests permission.5. Valuables found in the guest RoomCase is to be reported to AM for proper action .If the finding is high value, th

11、e room should be double locked, and upon guest coming back. Assistant Manager should advise the guest to use the safe deposit box, Cash below RMB 1000 is to be handled and counted by HSKP and proper record to be retained.6. Laundry BillAs a normal practice, Subject without guest name or signature or

12、 with mismatched name to Assistant Managers to follow up with guests.7. Laundry Damage and LossCase is to be firstly handled by HSKP, when reimbursement is required, Assistant Manager should be informed to deal with guests.8. Laundry Service For a normal practice, Laundry can be returned to guest on

13、 the same day, but it must be collected before 10:30 hrs, while for express service, it must be well versed with subject in fulfilling requirement of the special service.9. Door Found AjarCase should be reported to Assistant Manager immediately, with a room attendant standing by at the scene, for se

14、curity purpose, the room should be double locked until guest returns.10. Unregistered Guest In case of a bed mattress found being laid on the carpet in guestroom, Assistant Manager should be informed to clarify if any unregistered guests are staying and take action accordingly.11. Additional Furnitu

15、re If the subject is found being moving into a long staying room, Assistant Manager should be notified of the case and take action accordingly.12. Unauthorized Electrical ApplianceHSKP is firstly to handle upon the case being discovered, however Assistant manager should be informed if the case remai

16、ned uncertified after remind guest, Cooking in guest room handled by Assistant Manager.13. General Cleaning and Special CleaningIn handling requirement of subject from a long staying guest, Assistant Manager should check with HSKP first for proper arrangement before committing the guest, in order to

17、 void the complaints14. Price List for Room SupplyHSKP should provide and Assistant Manager should keep “ Update List “ respectively for reference.15. Guest Room Window Opening In case the requirement was raised from the house guest, dealing with the guest should be handled by Assistant Manager at f

18、irst, But the last proceeding of window opening should be handled by HSKP as per the advise of the Assistant Manager.Co-operation with Front Desk1. To be well aware of the situation and forecast of room occupancy of the day, and push the room sales to a maximum.2. Ensure an effective communication w

19、ith the Front Desk and other operating departments as to any special arrangement, last minute changes, happening and particular sin the hotel, in order to operate smoothly and offer efficient services to our guests.3. Resolve problems arising at the Front Desk, such as discrepancies of guest booking

20、s, billing problems, Guest refusal of paying advance deposit etc. The Assistant Manager should handle this kind of problems diplomatically and skilful.4. o-ordinate with the Front Desk to ensure all pre-arrangement for VIPs are in orders (i.e. pre-registration, amenities, room assignment and transportation).5. Follow up “ Room Found Vacant “ status closely twice a day, double check with HSKP and Guest Service Officer for all records to find out the actual situation of such rooms and release them according after clarification.6. Ensure all counter at Front Desk are c