洲際集團亞太服務標準

PAGE1PAGE34ASIAPACIFICCONSOLIDATEDSERVICESTANDARDS亞太區(qū)統(tǒng)一的服務標準HOLIDAYINNHOTELS&RESORTSCROWNEPLAZAHOTELS&RESORTSINTER-CONTINENTALHOTELS&RESORTS假日酒店皇冠假日酒店洲際PreparedbyWolfgangGrimmVicePresidentOperationsSupport–AsiaPacificMarch2001Toperformakey-wordsearchofthisdocument:Ctrl+FTypeKeyWord(s)Enter按Ctrl+F輸入關鍵詞回車鍵即可找到本文件2001byBassHotels&Resorts,Inc.Allrightsreserved.ThesestandardsareconfidentialandproprietypropertyofBassHotels&Resorts,Inc.andmaynotbecopiedordistributedwithoutitsconsent.

A ACCOUNTING 7 A1 RESERVATIONS 7 DISHONOUREDRESERVATIONS 8 ADVANCEDEPOSITS 8 CANCELLATIONPROCEDURES–FIT 9 CANCELLATIONPROCEDURES–GROUP 9 A2 CHECK-IN 10 A3 BANKING/CASHIERSERVICES 11 CURRENCYEXCHANGE 11 PERSONALCHEQUES 11 A4 SAFEDEPOSITBOXES A5 CHECK-OUT 12 A6 FOOD&BEVERAGEOUTLETS 13 A7 GUESTCOMPLAINTS 14BC BUSINESSCENTRE 16 GENERAL 16 SUPPLIES&EQUIPMENT 16E ENGINEERING 19 E1 MAINTENANCE&GENERAL 19 E2 TRAVELLERSWITHDISABILITIES 20 FB FOOD&BEVERAGE 23 FB1 BARS&LOUNGES 23 FB2 BANQUETING&CONFERENCES 25 QUOTATIONS 25 BUFFETSERVICE 26 LUNCH&DINNERSERVICE 26 COCKTAILSERVICE 26 COFFEEBREAKSERVICE 27 BEFOREANEVENT 27 AFTERANEVENT 29 FB3 INFORMAL/PRIMARYRESTAURANT 31 RESERVATIONS 31 GREETING&SEATING 31 MENUS 31 TABLESERVICE 32 GUESTCHECKS 32 SET-UPSTANDARDS 33 FB4 SPECIALTYRESTAURANT 34 RESERVATIONS 34 GREETING&SEATING 35 TABLESERVICE 35 WINESERVICE 38 GUESTCHECKS 39 AFTERCUSTOMERDEPARTS 39 FB5 ROOMSERVICE 39 SERVICETIMES 40 ORDERTAKING 40 ORDEROFSERVICE 42 CHECKPROCEDURE 43 TROLLEY/TRAYCOLLECTION 43 FB6 MINI-BAR 44 STOCK/SUPPLIES 44 SERVICING 45 BILLING 46 CHARGEDISPUTES 46 ICE/VENDINGMACHINES 46 FB7 KITCHENS 46 GENERAL 46 ALACARTE 47 BUFFET 48 ROOMSERVICE 49 FB8 STEWARDING 49FO FRONTOFFICE 50 FO1 RESERVATIONS 50 GUARANTEEDRESERVATIONS 51 DISHONOUREDRESERVATIONS 52 ADVANCEDEPOSITS 53 CLUBRESERVATIONS 53 GROUPRESERVATIONS 54 CANCELATIONPROCEDURE 55ACCOUNTING 56 FO2 FRONTDESK 56 CHECK-IN 56 DEPARTINGGUESTS/CHECK-OUT 57 GUESTMESSAGES 59 FRONTDESKSUPPIES 59FO3 GUESTRELATIONS 62 FO4 UNIFORMEDSERVICE 63 FO5 BUSINESS FO6 CLUBFLOORS 66 FO7 TRANSPORTATIONSERVICE 69 FO8 GARAGE 69 FO9 VALETPARKING 70 FO10 GIFTSHOP 70HK HOUSEKEEPING 71 HK1 ROOMS 71 GENERAL 77 MAKEUP 74 LOST&FOUND 75 GUESTROOMACCESSORIES 76 GUESTROOMAMENATIES 79 IN-ROOMADVERTISING 81 GUESTSUPPLIES 82 BEDDING/LINENSUPPLIES 83 HK2 PUBLICAREA 84 GUESTFLOORCORRIDORS 84 LIFTAREA 85 PUBLICAREAS 85HR HUMANRESOURCES 87 HR1 HUMANRESOURCESMANAGEMENT 87 HR2 RECRUITMENTANDEMPLOYMENTPRACTICES 87 HR3 EMPLOYEECOMMUNICATION 88 HR4 EMPLOYEERELATIONS&RECOGNITION 89 HR5 EMPLOYEEUNIFORMS&FACILITIES 89 HR6 EMPLOYEEWELFARE 90 HR7 PERFORMANCEMANAGEMENT&CAREERPLANNING HR8 INDUSTRIALRELATIONS 91 HR9 COMPENSATION&BENEFITS 91HR10 HRADMINISTRATION 91HR11 HRDEPARTMENT 92HR12 EMPLOYEEROOMBENEFITPROGRAMME 92TR TRAINING 95TR1 HOTELTRAINING&DEVELOPMENT 95 TR2 ORIENTATION 96TR3 DEPARTMENTALTRAINING 97TR4 SUPERVISORYTRAINING&DEVELOPMENT 98TR5 MANAGEMENTTRAINING&DEVELOPMENT 99TR6 TRAININGADMINISTRATION 99TR7 TRAININGRESOURCES 100TR8 ACCREDITATIONOFTRAINING 101IT INFORMATIONTECHNOLOGY 102L LAUNDRY 103LS LIFESAFETY 105 LEISUREFACILITIES 106MS MARKETING&SALES 108 MS1 PRIORITYCLUB?WORLDWIDE 108 PROGRAMMESTRUCTURE 108 SIGNATUREMEMBERSHIP 108 GOLD&PLATINUMMEMBERSHIP 109 RULESOFOPERATION 109 RECOGNITION 109 BENEFITS 109 AWARDS&REDEMPTIONS 111 “TERMS&CONDITIONS” 111 MS2 SIXCONTINENTSCLUB? 117 “TERMS&CONDITIONS” 117 MS3 100%SATISFACTIONGUARANTEE/THEHOSPITALITYPROMISE?PROGRAMME 118 MS4 WITHOURCOMPLIMENTS/FORGETSOMETHING??PROGRAMME 119 MS5 GUESTSATISFACTIONTRACKINGSYSTEM(GSTS) 120 MS6 THEMEETINGPROMISE?PROGRAMME 121 MS7 KIDSEATFREE 123 MS8 BEST-4-BREAKFAST? 123 MS9 TRAVELAGENTCOMMISSIONPROGRAMME(TACP)? 123 MS10 SALES 123 SALESOFFICE 123 ADMINISTRATION 124 PROCEDURES 124 ACTIVITIES 126 GROUPBOOKINGS 128 MS11 PUBLICRELATIONS 130 GENERAL 130 OFFICEADMINISTRATION 133 CRISISCOMMUNICATION 135RE RECREATIONFACILITIES 137 RE1 FITNESSCENTER 137 RE2 SPA 140 RE3 POOL 140 GENERAL 140SIZES 141 SAFETY 142 LIGHTING 143RE4 OTHERFACILITIES 143 RESORTS 143 ACTIVITIESDIRECTOR/COORDINATOR 144 LEISUREDESK 144 CHILDREN’SACTIVITYPROGRAMMES 145SE SECURITY 147 SE1 GENERAL 147 SE2 PRECAUTION 147 SE3 REPORTS 148 SE4 GUESTROOM 148 SE5 EMERGENCYSITUATIONS 149 SE6 LOSTPROPERTY 149 SE7 STOREDGUESTLUGGAGE 149TI TELECOMMUNICATIONS&INTERNET 151 TI1 PABX 151 TI2 TELEPHONESETS 151 TI3 GUESTROOMS 153 INCOMMINGCALLS 154 TELEPHONECHARGES 156

A ACCOUNTING財務A1 RESERVATIONS預訂ForprocedureonthetakingofreservationsbyHotelorResortemployees,seeFO2.了解酒店員工操作預訂程序，請看FO2A1.01 Reservationsmustbehelduntil6:00pmatthedestinationHotelorResorttimeontheduedateofarrival(orothertimeasspecifiedintheCompanyReservationSystem),exceptforGuaranteedAllNightReservationsandreservationssecuredbyadvancedeposits,eachofwhichmustbehelduntilcheck-outtimethenextday.WhereHotelsandResortshaveuniquearrivalmodessuchasbywaterorlimitedairservice,thismayvary.AnychangemustbeclearlyidentifiedintheCompany’sReservationSystem. 預訂必須被保留到客人預抵店日的下午六點鐘,(或者是在公司預訂系統(tǒng)上所指定的其它時間。)除非有預付款擔保，房間可保留整晚，直到翌日結算。由水路或空乘原因，酒店可適應調整。任何變動必須在公司預訂系統(tǒng)中明確。A1.02 TheHotelorResortmusthonourtherateandsmokingpreference(S/NSroom)thathasbeenconfirmedtothecustomer.Whenacustomer’sconfirmedsmokingpreference(S/NSroom)isnotavailable,thecustomeristobeofferedthefirstnight’sstayfreeofcharge,ormaybeupgraded. 酒店必須尊重與客人確認過的房價和吸煙的偏愛；當客人到達時已經沒有吸煙房了，有權要求第一晚免費或者房間升級。A1.03 Ifareservationismadeatleastsevendaysinadvanceofthearrivaldate,writtenconfirmationmustbeofferedandprovided,ifdesired,byamethodagreeabletothecustomer:facsimile,e-mailorpost. 如果是被要求提前至少七天的預訂，必須提供書面的確認，通過一種適當?shù)姆绞浇o客人如：傳真、郵件或者郵寄。A1.04 HotelsandResortsmustacceptanyofthefollowingtosecureaGuaranteedAllNightReservation: 酒店必須接受下例擔保預訂：Paymentofadvancedepositincash,bycertifiedchequeormoneyorder,oracceptablecreditcarddetailsusablebytheHotelorResortforpayment,includingtax(s).提前現(xiàn)金擔保、保付支票或者匯票、酒店所接受的信用卡支付，包括稅。AtravelagentARC/IATAnumberthathasbeenpre-approvedforGuaranteedAllNightReservationsbyBassHotels&Resorts.已由洲際集團批準的ARC/IATA旅行社的客人。AreservationoncreditwillbeauthorizedbytheCreditmanager,AssistantControllerorController.能被信用經理，助理財務總監(jiān)，財務總監(jiān)審核通過的預訂。A1.05 EachHotelandResortmustpayatravelagentcommissionforreservationsmadebythetravelagentasestablishedbythecustomandpracticeofthetravelindustryandthecountryinwhichtheyoperate,orindividualarrangementbetweenspecifictraveloperators. 每個酒店必須支付傭金給那些為它帶來客人的旅行社，或建立協(xié)議關系的客源中介或單位。A1.06 Intheeventofano-showonaGuaranteedAllNightReservation,theHotelorResortmaychargetheguestforthefirstnight’sroomrateonly,plusapplicablelocaltaxes.對于擔保預訂未來入住，酒店將收取客人的第一晚房費加上適當?shù)牡胤蕉悺1.07 Companiesandassociationsmustbepermittedtoguaranteegroupguestroomsifpropercreditarrangementshavebeenpreviouslymade. 如果正式的協(xié)議已提前達成，酒店與協(xié)議單位必須保證團隊客人的房間。 A1.08 AllBassHotels&ResortsmustensurethatPriorityClubmembersalwaysreceivethepointsorairlinemilestowhichtheyareentitled,atthequalifyingrate.PriorityClubmember’sreservationsandconfirmationsmustincludetheprogramnameandmustbeprocessedthroughtheCompanyReservationSystem.所有洲際集團酒店必須確保優(yōu)選俱樂部成員始終能夠在合格的房價基礎上接收到相對應的積分或者航空里程數(shù)。優(yōu)選俱樂部成員的預訂和確認必須包括優(yōu)選俱樂部的名稱和通過公司預訂系統(tǒng)跟蹤處理。A1.09 GuestServiceEmployeesmustenterallreservationsandcancellationsintotheCompanyReservationSystem,ortheappropriatemanagementsystem,andmustissueareservation/cancellationnumbertothecustomer. 員工必須將所有的預訂和取消預訂輸入公司預訂系統(tǒng)，或者管理系統(tǒng)，并且必須將預訂號/取消預訂號給客人。 DISHONOUREDRESERVATIONS 拒絕預訂A1.10 Intheeventthatanoverbookingoccursduetoanycircumstance,andaroomisnotavailabletoaguestholdingaconfirmedreservation(priorto6:00pm),oraGuaranteedreservation,theHotelorResortmustfindsuitableaccommodationatanotherBassHotelorResortifavailable,oranothercomparableandconvenientlodgingfacility. 超額預訂情況下，不接受客人保留到六點鐘之前的預訂或者擔保預訂，酒店將為客人尋找同一品牌或者星級相當?shù)木频耆胱　1.11 TheHotelorResortmustalsooffertoreimbursethecustomerforanyreasonableexpensesincurredbythechange,includingtransportationandthecostoftelephonecallsnotifyingthechangetofamily. 酒店必須為客人提供合理的費用，包括交通費和電話通知家人所產生的費用。For6:00pmreservations,theHotelorResortmustreimbursethecustomerforthedifference,ifany,inthefirstnight’slodgingrate,ifthecustomerarrivesby6:00pm.下午六點鐘的預訂，F(xiàn)orGuaranteedAllNightReservations,theHotelorResortmustpaythefullcostofthefirstnight’slodgingrate,plustax,atanotherBassHotelorResort,oratanotherconvenientandcomparableHotelorResort.擔保預訂酒店必須為客人在同等品牌或者星級的酒店支付第一晚的全部費用加上稅。Ifthecustomerhaspaidanadvancedeposit,thismustberefundedtotheguestinadditiontothepaymentsdescribedabove.如果客人已經或者提前支付押金，將會退還給客人，另外將對此作出以上描述。A1.12 Forgroups,a“walkedroom”mustcounttowardtheircontractedcomproompolicy(e.g.,“onecomproomforevery50roomsoccupied”,etc). 對于團隊，散客房必須按照合同，如五十間團隊房獲得一間免費房。 ADVANCEDEPOSITS 預付押金A1.13 BassHotels&Resortsmayrequiregueststopayanadvancedeposit,includingtax,forreservations.Thereservationwouldthenbe‘Guaranteed’. 洲際集團要求客人為預訂提前支付押金包括稅。這些預訂被稱為“擔?！鳖A訂。A1.14 Hotels&ResortsrequiringadvancedepositsmustbeidentifiedassuchintheCompany’sReservationSystemifadvanceddepositsarerequiredduringspecialeventperiods. 酒店要求預訂押金必須在公司預訂系統(tǒng)中確定，在特殊的活動期間預付押金是有必要的。A1.15 Advancedepositsmaynotexceedtheroomrate,includingtax,forthenumberofnightstheHotelorResorthasestablishedasaminimumstay,(9nightsmaximum)intheCompany’sReservationSystem,withtheexceptionofapackagepricethatincludesadditionalhotelcomponents,(e.g.:F&B). 預付押金不能超過它的房價和稅，酒店在公司預訂系統(tǒng)中制定了最少入住天數(shù)（最多入住九晚），除了一些由餐飲部組成的包價。A.1.16 AdvancedepositsmustbepaiddirectlytothedestinationHotelorResort. 預付押金必須直接付到酒店所規(guī)定的地點。A1.17 ThedestinationHotelorResortmustacceptreservationprepaymentsincash,bypersonalcheque,bycertifiedcheque,moneyorderorBassHotels&Resortsapprovedcreditcard. 酒店必須接受的預付押金有現(xiàn)金、個人支票、保付支票、匯票或者集團所接受的信用卡。 CANCELATIONPROCEDURES 取消預訂的程序 FIT 散客A1.18 EachHotelorResortmayestablishitsownindividualrefundpolicyforcancellationsinvolvingadvancedeposits.Todothis,theHotelorResortmustselectacancellationdeadlineoffromone(1)tonine(9)dayspriortothearrivaldate.(ForspecialeventsdesignatedintheCompanyReservationSystem,HotelsandResortsmayselectacancellationdeadlineoffromonetothirtydays),TheHotelorResortmustrefundthefulldepositifthecustomer’scancellationcomplieswiththispolicy.每個酒店集團將建立自己獨立的退還預付押金的政策，對此酒店必須選擇A1.19 Ifareservationismadewithintheestablishedcancellationperiod(i.e.onetoninedayspriortothearrivaldate),andthenthecustomercancelsthereservation,theHotelorResortmayrequirethecustomertoforfeittheentireadvancedeposit.Theno-refundpolicymustbecommunicatedtothecustomeratthetimeofreservation. 如果預訂是在所規(guī)定的取消范圍內（在抵達前的一至九天），客人取消了此類預訂，A1.20 TheHotelorResortmustdetermineindividuallywhatappropriateadjustmentshouldbemadeifacustomercancelsafterthedeadlineduetopersonalemergencies. 酒店必須作出個別的、適當?shù)恼{整像有些客人在最后期限取消了預訂是出于一些個人緊急事件。A1.21 TheHotelorResort’sadvancedepositcancellationpolicy(i.e.thenumberofdays,fromonetonine),mustbelistedintheCompany’sReservationSystem.Also,theHotelorResortmustclearlycommunicateandconfirmthecancellationpolicyinwritingtotheguest. 酒店擔保預訂取消政策（一至九天）必須例在公司預訂系統(tǒng)內，并且必須清楚的與客人書面確認。A1.22 HotelsandResortsthatdonothaveanadvancedepositpolicymustrefundthecustomer’sprepaymentifcancellationisreceivedby18:00h,destinationHotelorResorttimeonthearrivaldate(orothertimeasspecifiedintheCompany’sReservationSystem). 酒店沒有預付押金的政策，如果客人在六點鐘取消預訂必須將押金退還給客人。 GROUPA1.23 Theseproceduresdonotapplytoagroupreservationoften(10)ormorerooms. 這些程序不適用于十間或以上的團隊預訂。A1.24 Confirmedgroupsandtourswillbeonanestablishedgrouppolicy/agreement 團隊的取消將會有規(guī)定的政策或協(xié)議。A1.25 Timelyreceiptofgroupdepositswillbeensuredtominimizecreditrisk(localconditionsapply). 及時的收到團隊的押金將確保將是信譽冒險的最小化。（適用于當?shù)兀〢1.25 Acreditpolicywillbeestablished,dependingonlocalconditions.EveryFrontOffice,ReservationsandSalesstaffwillbemadefullyfamiliarwiththepolicy. 信用政策將被根據(jù)當?shù)貭顩r確定，每一個前廳部，預訂部和銷售部員工將對此政策非常的熟悉。A1.12 Forgroups,a“walkedroom”mustcounttowardtheircontractedcomproompolicy(e.g.,“onecomproomforevery50roomsoccupied”,etc). 對于團隊免費房必須得到控制（如達到五十間團房得到一間免費房。）A2 CHECK-IN 入住A2.01 Check-inprocedureshouldbecompletedwithin1.5minutes. 在十五間分鐘內應該結束入住程序。A2.02 Staffwillaskmethodofpaymentofcustomerandopenfoliosasnecessary 員工應該詢問客人付款方式。A2.03 MethodsofPayment-AllBassHotels&Resortsworldwidemustacceptthefollowingcreditcardsforanytransactionoranyothercardapproved,unlessspecificregulationsprohibit: 付款方式–所有的洲際集團必須接受以下的信用卡交易，或者其它任何一種被批準的卡，除了特殊的被禁止的：AmericanExpress 美國運通DinersClub 大萊JCB 日本JCBMasterCard 萬事達OptimaVisa 維薩信用卡A2.04 Ifacustomerispayingbycreditcard,animprintwillbetakenatcheck-in. 如果客人用信用卡結帳，在入住時要刷卡。A2.05 AllBassHotels&ResortsworldwidemustacceptprepaidGuestCertificates.Formoreinformation,contactBassHotels&ResortsMarketingDepartment. 所有洲際集團必須接受客人已預付款的證明，更多的信息與洲際集團聯(lián)系。A2.06 AllHotels&Resortsmustalsoacceptdebitcardsfromandoftheabovecreditcardcompaniesforanytransaction. 所有洲際集團必須接受以上信用卡公司的借記卡交易。A2.07 Acashpre-paymentwillbeobtainedforguestswhodonothaveapprovedcredit. 客人被要求付現(xiàn)金，是因為此客人沒有被批準掛帳。A2.08 Acreditlimitcodewillbeenteredforeachguest,dependinguponbillinginstructionsormethodofpayment. 根據(jù)帳單的指示或者付款方式，每位客人要輸入信貸限額代碼。A2.09 RackRatevouchersthathavebeenissuedbyBassHotels&ResortsatapprovedtravelagenciesmustbeacceptedbyallBassHotelsandResortsworldwide.Thisvouchertypeismerelyaformofdirectbilling. A2.10 ForthoseRackRatevouchers,andARC/IATA/TACPnumbermustbeincludedinthereservation,andtheHotelorResortmustbillthefull(Gross)amount.CommissionwillbepaidtothetravelagentonamonthlybasisviatheTravelAgentCommissionProgram(TACP). 這些門市價，必須包括在預訂，酒店必須開總費用的帳單，每月一次酒店將根據(jù)旅行社傭金程序支付給旅行社相關的傭金。A3 BANKING/CASHIERSERVICES 銀行業(yè)/銀行服務 CURRENCYEXCHANGE 流通兌換A3.01 ForeignCurrencyexchangeservicewillbeavailable24hoursdaily,withexchangeratesforthemajorcurrenciesandtheHotelorResort’sprimaryinternationalmarkets,clearlyvisibleandupdated. 外幣兌換服務將每天二十四小時營業(yè)，對換率A3.02 Themark-up/commissionforforeignexchangeservicewillbewithinthelocalindustrystandardsofeachHotelorResort. 外幣兌換的毛利、傭金在每家酒店所在地的工業(yè)標準之內。A3.03 Anexchangereceiptwillindicatecustomername,roomnumber,date,amount,currency–localvalue,andwillbeproducedforallforeigncurrencychanges. 兌換的發(fā)票將顯示客人的名字、房號、日期、數(shù)量、當?shù)氐膬稉Q率， PERSONALCHEQUES 個人支票A3.04 PersonalchequecashinguptoUS$200(orlocalcurrencyequivalent)perstay,subjecttocashavailabilityattheHotelorResort,shallbeoffered,providedthecustomer: 個人支票兌現(xiàn)等于每次入住的二百美金（或者當?shù)啬壳跋喈數(shù)膬r值），要根據(jù)酒店現(xiàn)金允許的情況下，將會提供給客人。isregisteredandstayingattheHotelorResort,andhasanAmericanExpressorDinersClubcreditcard,whichcanbeusedtoguaranteepaymentofthecheque,andthecustomerispayingforthestaywiththecard,andagreestopayanybankservicechargesimposedontheHotelorResort.入住酒店時美國運通或大萊卡能夠為支票作擔保，客人用卡結帳，同意支付任何銀行的服務費。Inaddition,aninternationalchequecanonlybeacceptedifthesignatureischeckedwithphotoIDandtheguest’spassportnumberandsignatureisappliedtothebackofthecheque.一張國際支票要檢查簽字是否與照片上的簽字一致、身份證號碼和護照號碼、支票背面的簽字是有交效的。A3.05 HotelsandResortsinlocationswhererequiringacreditcardnumbertoguaranteepaymentofachequeisprohibitedbylaw,areexemptfromofferingchequecashing. 酒店的位置A4 SAFEDEPOSITBOXES 保險箱A4.01 SafeDepositboxesareavailabletoallcustomersfreeofcharge,24hoursaday,howeverguestsshouldbeencouragedtousethein-roomsafe,whereavailable. 保險箱為所有客人二十四小時提供，然而客人被鼓勵使用房間內的保險箱。A4.02 Customer’ssafedepositboxeswillhaveadouble-keyopeningsystem 客人房間內的保險箱設置了同時使用兩反鑰匙才能開啟。A4.03 Safedepositboxkeyswillnotbemarkedwiththeboxnumberandnoduplicatekeysheld.Acodedsystemwillbeusedwhichonlythedesignatedstaffsunderstand. 保險箱鑰匙不會用箱子號碼作標記，沒有第二把存放，密碼只有指定的員工知道。A4.04 Customerwillsignacontrolcard,indicatingtheirroomnumberandacknowledgement/agreementtothetermsandconditionsofsafedepositboxuse,includinglostkeycharge. 員工會填寫控制卡片，A4.05 Priortoeverysafedepositboxaccess,thecustomer’ssignaturewillbeverified.在存取保險箱的時候，要核實客人的簽字。A4.06 Uponcompletionofeachaccess,thecustomerwillsigntheindividualcontrolcard. 保險箱用完之后，客人要填寫個人控制卡片。A4.06 Ifthesafedepositboxistobeforcedopeninanemergency,securitywill,inthepresenceofthecustomer,Dutymanagerandanotherhotelofficer,forcethesafedepositboxopen,recordinoccurrencebook,witnessandsignovercontentstoguest.Theboxwillberepairedatcustomer’sexpenseasnotifiedundertermsandconditionsonSafeDepositcard. 如果保險箱在緊急下被強迫打開，保安、值班經理和另外一個酒店領導要在場，強行打開保險箱，將此事記錄下來，證人簽字。A4.07 SafeDepositfacilitieswillbeadvertisedineveryguestroom. 每間客人房間保險箱內的貴重物品將被記錄下來。A4.08 SafeDepositcardswillbefiledtomaintainsecurity. 為了安全保險箱登記卡會被歸檔。A5 CHECKOUT 結帳離店A5.01 Check-outprocedureshouldbecompletedwithin1.5minutes.Waitingtimeshouldnotexceed3minutes. 結帳程序應在一點五分鐘內完成，等待的時間不能超過三分鐘。A5.02 Customer’snameandroomnumberwillbeverified. 核實客人的名字和房號。A5.03 Askthecustomerifthestaywassatisfactoryandimplement100%GuestsatisfactionGuarantee,ifappropriate. 在適當?shù)那闆r下詢問客人入住是否滿意。A5.04 Askaboutlastminutecharges,suchasmini-bar,andpostthemtocustomer’saccountaccordingly.Thecustomer’swordmustnotbesecond-guessed. 詢問在結帳之前一分鐘是否有消費，例如迷你吧，如有拋到客人的帳單內，對于客人的話不要有第二種猜測。A5.05 Iftwoormorefoliosweresetup,checkthatnoextraswerepostedtomainaccount.設立兩頁或更多的帳單,檢查沒有額外的費用需拋入到主帳里。A5.06 Foliowillbeprintedoutandpresentedtotheguestforverification,withpostingsexplained,ifnecessary.Customerbookedthroughtravelagencieswithavoucherwillnotbeabletoviewtheroomrate. 帳單打印出來給客人確認，如有需要向客人解釋。旅行社的客人不能給客人看帳單。A5.07 Originals(topcopies)ofallchargedocketswillbereadilyavailableatthecashier/receptionuntilcustomerchecksout. 在客人結帳離店后將產生費用的原始帳單交給財務部。A5.08 Aformofpaymentwillbeposted. 付款憑證投入帳單箱。A5.09 Ifpaymentiswithacreditcard,customerwillbeaskedifthesamecardaspresentedatcheck-in(andusedforpre-authorisation)willbeusedtosettletheaccount.Ifso,thefloorlimit,signatureandexpirationdatewillbecheckedifobligedtodosobythecardissuingcompany.Ifthecustomerusesanothercard,thepreauthorisationwillbecancelledandthechargewillbeprocessedwiththenewcard. 如客人用信用卡結帳，要求用入住登記的同一張卡（用于取授權）結帳。假如這樣的話Thecustomerwillsigntheapprovedcreditcardslip.Thiswillbeattachedtoacopyofthereceiptedbillandpresentedtothecustomer.刷卡后客人簽字，然后將復印件裝訂到帳單發(fā)票后面呈現(xiàn)客人。A5.10 Customerwillsignbillifaccountisapprovedtobechargedtomasteraccountforgroupbusiness. A5.11 ExpressCheck-out/QuickCheck-outmustbeofferedtoallguestspayingwithacreditcard. 酒店將給所有客人提供使用信用卡快捷結帳。A5.12 IftheguestelectstousetheExpressCheck-out/QuickCheck-outservice,thefollowingprocedurewillapplyforcheckout: 以下是客人快捷結帳的程序：Theenvelopecontainingthepre-printedfoliomustbepassedcompletelyandsecurelyundertheguestroomdoorbefore06:00honthedayofdeparture.在客人離店的當天下午六點鐘，將打印好的帳單放在信封內安全的放在客人房間的門下面。WhentheHotelorResorthasexteriorcorridorsorwhentheenvelopecannotbepassedcompletelyandsecurelyundertheguestroomdoor,thepreparedenvelope(whichincludesthepre-printedfolioandcreditcardreceipt)mustbeavailableby06:00hforpickupbytheguestatthefrontdesk.(Deliveryoftheenvelopetotheguestroom,onrequestoftheguest,isoptional).當信封不能安全的放在客人房間的門下面Deliverysystemsandenvelopesmustbesecureandprotecttheconfidentialinformationoftheguest,includingcreditcardnumber,nameandhomeaddress.傳遞系統(tǒng)和信封必須安全，保護一些客人的保密信息，包括信用卡號、姓名和家庭住址。Foliosmustnotbeleftoutsidetheguestroomdoororinalocationthatisaccessibletoanypersonotherthantheguestcheckingout.帳單不能留在客人房間的門外面或者任何人都能拿到的地方。AnapprovedExpressCheck-out/QuickCheck-outenvelopewithspecificationapprovedbyBassHotels&Resortsmustbeused.必須用洲際集團所認可的快捷結帳信封。Procedureforlatechargeswillfollowestablishedprocedureforlatecharges.下面為追帳的程序：Theguestsignatureonfilewillbeusedforchargeauthorization.被存檔起來的客人的名字將被用于費用的授權。A5.13 AsecureExpressCheck-outDepositBoxwillbelocatedatornearbythefrontdesk.ThedesignwillbeapprovedbyBassHotels&ResortsandwillbeclearlyidentifiedasExpressCheck-out. 安全的快捷結帳押金箱應該放在前臺旁邊,設計由洲際批準,快捷結帳時識別要清楚。A5.14 ExpressCheck-out/QuickCheck-Outreceiptswillbemailedthesamedayasthecustomerdeparts.。 快捷結帳的發(fā)票應該在客人退房的同一天發(fā)出去。A5.15 ElectronicCheck-out-Ifaguestelectstocheckoutandfinalizetheiraccountviatheirguestroomtelevisionorelectronickiosk,individualprograminstructionsonthescreenwillbefollowedbytheguest.Inmostcases,theguestmayelecttocollectacopyofthereceiptedbillfromanidentifiedlocationatthefrontdesk/lobby.Ifthecopyisnotcollected,theHotelorResortwillsendthecustomer’scopybyregulardomesticmailorinternationalairmailonthesamedayasthedeparture. 電子結帳–通過電視結帳，客人根據(jù)個人的電視屏幕上的節(jié)目批示一步一步做下去，大多數(shù)的客人會選擇大堂確定的地方要一張帳單，如果發(fā)票沒有給客人，酒店會在客人結帳的同一天給客人將發(fā)票寄過去。Procedureforlatechargeswillfollowestablishedprocedureforlatecharges.追帳的程序要根據(jù)規(guī)定的程序去做。Theguestsignatureonfilewillbeusedforchargeauthorization. 客人被存檔的名字可用于取授權。A6 FOOD&BEVERAGEOUTLETS 餐飲A6.01 Acheckorbillwillbeopenedassoonasorderistaken. 一點菜就有帳單。A6.02 Ifabillischargedtoahotelguestroom,anameandroomnumbermustbeclearlyprintedbythecustomerinadditiontothecustomer’ssignature,uponfinalpresentationofthebill. 如果費用掛到客人的房間，客人的姓名、房號、客人的簽字必須清楚的在帳單上，以便向客人解釋帳單。A6.03 AllchargestoroomaccountswillbepostedtotheFrontOfficesystemviathePointofSalessystemassoonasthecustomerhassignedthebill.。 所有費用都掛入房帳，客人一簽完字前臺員工通過銷售價值拋入前臺電腦系統(tǒng)中。 A6.04 AllcashpaymentswillbepostedviathePointofSaleandacopypresentedtothecustomerwiththecharge. 所有的現(xiàn)金付款通過銷售價值將被拋入電腦，所產生的費用將有一聯(lián)給客人。A6.05 Ifcreditcardpayment,customer’ssignatureistobeverifiedagainstthecard,thencardslipanditemizedbillreturnedtocustomertogetherwithcreditcard. 信用卡結帳，根據(jù)客人的信用卡核對客人的簽名，然后刷卡并向客人逐條解釋所產生的費用，最后將帳單與信用卡還給客人。A6.06 Serverwillcheckthebilltoensureproperitemizationandactualorder. 服務器會自動識別帳單確保正確有序。A6.07 Allordersarerunginthepointofsalesystemimmediately 將所有的銷售定單全部輸入到銷售系統(tǒng).A6.08 Billwillbepresentedtothecustomerwithintwominutesafterrequest,inafolderoronatraydependingonoutletandbrand,togetherwithabrandedpen. 帳單在客人提出前兩分鐘之內給客人，根據(jù)營業(yè)點將帳單放在統(tǒng)一的文件夾內。A6.09 Paymentwillbecollectedwithinthreeminutesofpresentingthebill. 付款方式在給出帳單后三分鐘內確立。A6.10 Guestcheckswillbeprocessedwithinthreeminutesofpaymentorsignature.Forcashandcreditcardpayments,areceiptwillbepresentedtothecustomerwithinthistime 客人檢查帳單、結帳、簽字應在三分鐘之內。現(xiàn)金或者信用卡結帳時發(fā)票也要在這個時間內給出。A.6.11 Accuratechangecourteouslyandpromptlygiventogetherwithreceipt,inafolderoronatraydependinguponbrandandoutlet. 正確有禮貌地將零錢與發(fā)票找回客人。A6.12 Ifcustomerishotelresident,signatureacceptedtogetherwithprintednameandroomnumberverified. 如果客人在酒店居住，要核對客人的簽字、姓名以及房號。A6.13 Duringservice,noguest-checkswillbevisibletothecustomer. 如果沒有客人入人住時,將把這種服務轉到己經存在的客人.A6.14 Minimum1xPOSsysteminplace(i.e.:terminalwithprinter). 每一個區(qū)域最低限度設置為一個收銀系統(tǒng).A6.15 ServersaretrainedinplacingordersthroughPOSsystem. 一個區(qū)域的服務培訓全部連接到收銀系統(tǒng).A6.16 VoidrecapwillbecompleteddailyandsignedbytheF&BManager A7 GUESTCOMPLAINTS 客人的投訴A7.01 AllguestcomplaintswillbehandledinaccordancewithapplicableBassHotels&ResortsRulesofOperation.RulesofOperationwillbeavailableon-lineandthroughwrittenaddendumtothismanual. 處理客人的投訴應該與洲際集團的運轉規(guī)則相一致，A7.02 Writtencomplaintsaretoberecordedandacknowledgedwithineighthoursandansweredwithintwoworkingdaysbyrelevanthotelexecutive. 在八小時內將投訴記錄下來，在兩個工作日之內給予作出答復。A7.03 Ifano-showbillinghasbeenprocessedandisquestioned,theBassHotelorResortmustcreditthecustomer’screditcardaccount(orequivalent),providedBassHotels&Resorts’recordsdonotindicateahistoryofbillingcomplaintsforthatcustomer. 沒有人付費的帳單，洲際集團必須A7.04 Smoking/Non-Smoking-BassHotelsandResortsarerequiredtodeliversmoking/non-smokingguestroompreferencethatanindividualhasbookedandconfirmedeitherthroughaCentralReservationsOfficeortothehoteldirect,asconfirmedbyS/NSinthecomment/servicesfieldintheCompany’sReservationSystem.IfaResortorHoteldoesnotdeliverthereservedandconfir