酒店前廳部預(yù)訂管理程序手冊(cè)-SP-RM-RES-A020 End of Shift Procedure (V))下班程序

1、國(guó)際酒店前廳預(yù)訂管理手冊(cè)International Hotel Front Office reservation management manual酒店管理之家國(guó)際酒店預(yù)訂操作程序手冊(cè)O(shè)perating procedures manual for international hotel reservationStandard & Procedure國(guó)際酒店管理程序標(biāo)準(zhǔn)操作程序手冊(cè)SOPPosition: Reservations Sales Agent職位：預(yù)訂部文員Department:Front Office/ Reservation 部門：前廳部/預(yù)訂部部門經(jīng)理：GM Approval:

2、 Zhang LeiDate: 總經(jīng)理批準(zhǔn)：日期：Task: End of Shift ProceduresCode: RM-RES-A020任務(wù)：下班程序序號(hào)：RM-RES-A020Standard: Reservation Sales associates will complete all his/her daily duties and tasks before the end of each shift. All reservations received during the day and all expected arrivals for the following day s

3、hould be properly processed in Opera before the shift ends.標(biāo)準(zhǔn)：預(yù)訂部銷售文員有責(zé)任在下班前將 所有工作已完成。將當(dāng)日與以后 抵達(dá)的預(yù)訂輸入Opera中。Procedures:Check in-tray folder for all uncompleted reservation forms or fax and process them in Opera . All reservations material and paperwork during the day should be properly filed (Refer t

4、o file procedure).Ensure all necessary follow-up information with details is logged in the reservation logbook.Check and ensure all items on the trace report marked “Actioned” are resolved in the system. If not, enter details in the logbook with comment on any progress made or give detailed descript

5、ion about the case. Ensure trace is rolled to the following day and handed over to Shift Leader properly.Clean telephone, handset and mouthpiece with disinfectant.Log off Opera system.Ensure work area is clean and tidy and all loose paper, files and waste are put away or filed properly before the ne

6、xt shift arrives.Check roster for the following day.Pass all the next day arrival documents associated with Front Office to their shift leader, like transient booking voucher, fax, group booking file, etc. When distributing the files, explain to the receiving associate the main content of the docume

7、nt, especially for group bookings.Return the uniform to the uniform room and obtain a freshly laundered one for the next shift.Sign off time sheet; turn off all the power before leaving the office.Exit through the associate exit only.程序：1.檢查文件夾中是否有未完成的預(yù)訂傳真，輸入Opera。2.當(dāng)天處理的所有文件都應(yīng)進(jìn)行存檔（參考存程序）3.確定所有需跟蹤服務(wù)的信息都記載在交班本上。4.檢查系統(tǒng)中的跟蹤報(bào)告是否已解決。在交班本上注明進(jìn)展程度并作詳細(xì)解釋，待交接給第二天當(dāng)班同事或主管解決。5.用消毒劑擦拭電話手柄。6.退出Opera系統(tǒng)。7.保持工作場(chǎng)所干凈整潔，垃圾在交班前倒掉。8.檢查第二天的排班表。9.將所有有關(guān)第二天抵達(dá)客人的資料送給前臺(tái)督導(dǎo)，例如：傳真，團(tuán)隊(duì)/散客預(yù)訂單付賬憑證等等，并作必要解釋。10