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國際酒店房務(wù)部手冊英文(參考版)

2024-10-29 17:06本頁面
  

【正文】 1200hrs to be the earliest. Correspondence All correspondence or telephone calls shall be responded to within 2 working days. Should research require additional time the sender shall receive a munication from the hotel thanking them for the enquiry and informing that additional time (specify) is required to respond. Directory of Places of Worship Information on times of services and addresses Duplicating Services Available anytime. Early Checkin Card Presented to early arrivals if room not yet available. Emergency Amenities Available anytime. Facsimile (sending and receiving) Available anytime to inhouse guests. Facsimile Machine Available for rental. 28 R4. MINIMUM QUALITY SERVICES FRONT OFFICE Foreign Language Service List of foreign language speaking employees with telephone numbers to be kept at Front Desk. Guest Arrival Guest are always roomed into a clean room. Hotel Numbers(Telephone, Facsimile, Telex) Printed on Hotel stationery, note pads, facsimile / telex form. Hotel Telephone number on all guestroom instruments. House Doctor Available anytime. Guest should only be referred when the hotel is acquainted with the doctor’s professional reputation。 1 2 CORPORATE OPERATIONS GUIDE ROOMS DIVISION CONTENTS () INTRODUCTION 1. Purpose 2. Distribution / Proprietary 3. Using the Corporate Operations Guide 4. Producing Local Policies and Procedures 5. Updating / Revising the Guide 6. Implementing the Corporate Operations Guide 7. Policy, Procedure, Quality and the Guest (R) CORE R1. Organization and Responsibilities R2. Administration and Reports R3. Key Control R4. Minimum Quality Guest Services R5. Executive Floor R6. Lost and Found R7. Non Smoking Floor R8. Engineering Procedure R9. Minimum Quality Standards (F) FRONT OFFICE / TELEPHONE F1. Organization and Responsibilities F2. Administration and Reports F3. Key Control F5. Executive Floor F6. Lost and Found F7. Non Smoking Floor F8. Engineering Procedure F9. Equipment F10. Recruitment and Training F11. Communications F12. Terminology 3 F13. Reservations / Prior to Guest Arrival CORPORATE OPERATIONS GUIDE ROOMS DIVISION CONTENTS F14. Check In F15. Daily / General (Front Office) F16. Telephone Procedures F18. Forms – General (H) HOUSEKEEPING DEPARTMENT H1. Organization and Responsibilities H2. Administration and Reports H3. Key Control H4. Guest Services H5. Executive Floor H6. Lost and Found H7. Non Smoking Floor H8. Engineering Procedure H9. Recruitment and Training H10. Communications H11. Terminology H12. Equipment H13. Public Area Toilets H14. Employee Locker Room / Toilets H15. Procedure – Servicing Rooms H16. Procedure / Servicing Public Areas / Back of the House H17. Procedure – Various H18. Brand Standards and Specifications H19. Florist H20. Forms – General H21. Equipment 4 CORPORATE OPERATIONS GUIDE ROOMS DIVISION INTRODUCTION 1. Purpose 2. Distribution / Proprietary 3. Using the Corporate Operations Guide 4. Producing Local Policy and Procedure 5. Updating / Revising the Guide 6. Implementing the Corporate Operations Guide 7. Policy, Procedure, Quality and the Guest 5 2. DISTRIBUTION / PROPRIETARY Each property will receive two guides: one to be kept in the General Manager’s Office, the other with the Rooms Division Director. It is suggested that the Rooms Division Director should distribute photocopies of the appropriate sections to the various departments (for reference and developing their own local manuals). Each department should receive the “core” along with their respective section. The Rooms Division Director will be responsible for updating the guide and ensuring that an accurate record is kept of copy holders. The guides and photocopied extracts remain the property of the group and are not to be removed from the premises without written authorization of the General Manager. Individuals leaving or transferring from departments should return the material and are held personally responsible for its safekeeping while it is in their possession. The information contained within the guide should be regarded as confidential and should not be shared with people outside the group. Further details or the dissemination of the information within the hotel can be found in Section 6 Implementation of the Operations Guide. 6 3. USING THE OPERATIONS GUIDE Most information contained in the guide can be used regardless of location. However, it is recognized that there may be some areas where implementation may differ due to variance in size, legal codes, appropriateness to the local situation etc. Whenever this is necessary it is expected that interpretation will be consistent with the spirit of the original. To facilitate this the information is presented in a number of ways allowing various degrees of latitude for local implementation. 1. Policies 2. Procedures 3. Guidelines 4. Standards 5. Information and Reference Material 6. Suggestions and Remendations 7. Sample Forms and Reports The guide is divide into sections and subsections with the date of issue printed at the base of the page. Should amendments be made at a later stage a new section / subsection will be issued with revised date printed alongside and original date scored through. The Rooms Division Director is responsible for ensur
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