【正文】 6. Front Desk will plete Checkin Process. 前臺完成入住手續(xù)。B : All Associates 10 Objective: 目標(biāo) To ensure maintenance requests are handled are promised, based on the urgency of the matter. 根據(jù)緊急程度 ,確保維護(hù)要求被承諾執(zhí)行 。 Procedure: 程序 The Housekeeping Department is responsible for reporting guest room maintenance problems to the Engineering Department. This will be acplished by: 客 房部負(fù)責(zé)向工程部報(bào)告客房需維護(hù)的問題事項(xiàng) .必須按如下程序辦理 : 1. The Floor Supervisor or Floor Attendant and Office Clerk report the problem. 樓層主管或樓層服務(wù)員與辦公室員工負(fù)責(zé)報(bào)告問題 。 Rooms Maintenance LogEngineering 客房維護(hù)記錄 工程部 DateRoom Reported ByTimeDispatch ToTime CompletedTime –Date 日期 房號 問題 報(bào)告人 時間 分配人 完成時間 時間 日期 4. Once pleted, the Engineer will notify the Engineering Department. 一旦完成 ,工程人員應(yīng)通知工程部。 11 6. The Office Clerk will log the information and contact the Floor Supervisor to have the room reinspected. 辦公室員工做記錄并通知樓層主管到房間再做檢查。行政管家及工程總監(jiān)將負(fù)責(zé)處理該問題。B : All Associates Objective: 目標(biāo) To protect guest privacy and interruption 保護(hù)客人隱私及保證其不被打擾 . Policy Statement: 政策 It is a policy of Hotel that under no circumstances will an employee provide guest room access to another employee unless specific approval is granted by a Supervisor / Manager. 除非經(jīng)過主管或經(jīng)理的許可 ,在任何情況下員工不得讓其他人員進(jìn)入客房。如客人現(xiàn)有的鑰匙有問題，則告訴他 /她將通知保安協(xié)助解決。如鑰匙可以使用，將其還給客人并表示感謝，解釋這是為他們的房間安全著想的必要程序。這種措施在你感覺認(rèn)識這位客人時同樣適用，因?yàn)檫@位客人可能已經(jīng)離店或已換房。B 13 : All Associates Objective: 目標(biāo) To avoid any unnecessary confusion between departments when guests left gratuity for Employees. 當(dāng)客人給員工留下小費(fèi)時，避免在部門之間產(chǎn)生任何不必要的混淆。 Procedure: 程序 1. Tips found in guestrooms are to be considered to Floor Attendant’s tips, Unless clearly stated as in the following examples: 客房內(nèi)放置的小費(fèi)一般被認(rèn)為是給樓層服務(wù)員的，除非象如下列舉的情況： a) Monies left on top of luggage is for the porter. 放在行李上的小費(fèi)是給行李員的。 2. Any tip left by a guest for Housekeeping Services will go to the Floor Attendant who serviced the room on that day. If more than one Floor Attendant is cleaning the room, gratuities are to be shared equally. 任何為感謝客房服務(wù)留下的小費(fèi)將被交給當(dāng)值的樓層服務(wù)員。 3. Tips are to be collected at time of servicing the room. VD room tips can be collected as soon as the Floor Attendant knows the room is vacated by the guest. 小費(fèi)一般在為房間服務(wù)時收取。 STANDARD OPERATING PROCEDURES Subject : CHAIN OF COMMAND 指揮系統(tǒng) Effective Date : 4. 2022 Policy No : HSKP009 Issued by : Page : 1 of 1 Approved by :General Manager Distribution : Executive Committee Department Head Aamp。 Policy Statement: 政策 It is the policy of Hotel that the Chain of mand is remended for all Employees to exercise as part of the Guarantee of Fair Treatment anytime an Employee has a ment or concern. 當(dāng)任何時候員工提出意見或所關(guān)心的事，指揮系統(tǒng)可確保他們能被公平地對待 。 2. If the Employee is not entirely satisfied with the supervisors response, the Employee should then go to his/her immediate manager. 如果員工對主管做出的反應(yīng)不是很滿意，可向直屬經(jīng)理提出。 STANDARD OPERATING PROCEDURES Subject : HANDLING GUEST LAUNDRY 處理客人洗衣 Effective Date : Policy No : HSKP010 Issued by : Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head Aamp。 Policy Statement: 政策 It is the policy of Hotel to establish guidelines and procedures on guest laundry /dry cleaning items. 建立關(guān)于客人洗衣服務(wù)項(xiàng)目的指導(dǎo)方針及程序。 1. Check all the guest rooms on the assigned floor before 10:00 hours except “DND”. 除 “DND”房外， 10 點(diǎn)前檢查分配樓層所有客房有無送洗衣物。 4. Put the laundry in the floor pantry and record on the worksheet. 將送洗衣物帶到樓層備品間，并在工作表上做記錄。 2. If having found the laundry without list of signature, don’t remove from the room. Call Housekeeping office for reference. 如發(fā)現(xiàn)送洗衣物沒有簽名的洗衣單，則不要從房間拿走。 3. Check the “DND” room sign before 11:00 hours. 在 11 點(diǎn)前檢查 “DND”房。 ? Trouser Procedure 褲子程序 a. All trousers delivered to the guestroom will be hung on hangers unless the guest requests otherwise and covered with plastic bag. 所有褲子應(yīng)使用衣架掛著送回客房，除非客人要求不用，則使用塑料袋裝好送回。 b. All French cuff shirts, the cuffs will be in a pressed folded manner and remain folded either when hung on or folded and delivered in a laundry basket. 所有法式袖口的襯衣應(yīng)將袖口疊好，無論是用衣架掛或疊好裝在洗衣籃里。 d. All silk shirts have to be on hangers to protect them from wrinkling covered with plastic bag. 所有絲綢襯衣必須用塑料袋蓋好，并使用衣架掛起以防褶皺。 ? Suits Procedure 西服程序 a. All suits will be hung on a hanger with a plastic bag covering them. 所有西服應(yīng)使用衣架掛好并用塑料袋蓋上。 STANDARD OPERATING PROCEDURES Subject : DEFINITION OF A GUEST 定義一個客人 Effective Date : Policy No : HSKP011 Issued by : Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head Aamp。 17 Policy Statement: 政策 It is the policy of Plaza Royale to ensure all Employees work hard to achieve one goalEvery Guest Leaves Satisfied. 確保所有員工努力工作能達(dá)到一個目標(biāo) 每一個客人都能滿意地離開。 ? Is someone provide us job opportunities. 提供工作機(jī)會給我們的人。 ? Is always right in their mind. 他們認(rèn)為他們永遠(yuǎn)是對的。 ? Will satisfy their desires here or with our petitors. 能在我們酒店或競爭者那里滿足需求的人。B : All Associates Objective 目標(biāo) To ensure all guests leave satisfied. 確保每一個客人都能滿意地離開 。必須盡量讓客人滿意地離開。 ? Listen 傾聽 ? Empathize 表示同情 ? Apologize 道歉 ? React to resolve the problem 反應(yīng)要解決問題 ? Notify the guest what was done to solve their problem ? 通知客人為解 決問題我們做了些什么。 ? Listen attentively, give the guest your full attention. 留心傾聽，讓客人覺得你非常關(guān)心。 ? Don’t argue with the guest. 不得與客人爭論。 ? Get the guest’s name early in the conversation and use it often. 交談開始后先問清客人的姓名，并在交談過程中頻繁使用。 ? If you cannot resolve the problem, contact your manager immediately. 如你不能解決問題，必須立即通知你的經(jīng)理