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ID:39614408
大小:57.50 KB
页数:5页
时间:2019-07-07
《五星级酒店管家服务程序(四)》由会员上传分享,免费在线阅读,更多相关内容在教育资源-天天文库。
1、内容只有回复后才可以浏览Procedures:1.Completetimesheetsignonarrivalatwork2.Arriveatthespecificworkstationatleast15minutespriortoofshift,infullandcorrectuniform.3.Readandsignthedepartmentlogbook.4.AttendbeginningofshiftbriefingconductedbytheGuestServiceManageranddu
2、tyshiftleader.5.Ensureallinformationandreportsarehandedoverfromthepreviousshiftincludingarrivals,departures,VIPsinhouseorduetoarrive,itemsoutstandingtoactiononthetracereport,Updaterelevantinformationonwhiteboard.6.Checkcomputerterminalisloggedontothesi
3、gninscreen.7.Checkmicrosterminalisloggedonofavailable.8.Readandinitialdailyeventordersandupdateinformationonthewhiteboardwherenecessary.9.CheckGuestServiceManagerandDutyManagerrostertoseewhoisondutyduringshift.10.Ensureadequatesuppliesofstationaryatwor
4、kstation,including(pens,messagepads,andotherpapermaterial,etc.)arereadilyavailableatworkstation.11.Ensureworkstationiscleanandtidy.12.Takeoverlastshift’sdutyaccordingtoacopyofchecklisttoensurenothingbeingmissedout.程序:1.在签到本上签到。2.正确着装。3.阅读部门交班本并签名。4.参加由
5、宾馆服务经理和当班主管主持的部门交班会。5.确保所有相关信息和报告均已正确交接,包括抵店、住店以及离店贵宾的信息,跟踪报告上未完成的内容,对部门未完成事宜跟进。6.确保使用正确的密码进入前台系统。7.如所在区域有Micros终端,也应进入主屏幕。8.阅读饭店事件表,如有变动需标注在前厅部留言白板上。9.了解当班宾客服务经理和当日值班经理名单。10.确保营业备品数量,包括(笔、留言单等。)11.确保电脑终端工作正常,设备整洁。12.以交接班检查表为指导,确保无任何事情遗漏。Standard:AllBu
6、tlerassociateswillensurecomplete标准:handoverprocesstobefollowedallthetimesothatnextshiftBulterwillbefullypreparedtoanswerguestinquiriesatthecommencementoftheirshift,andwillhaveupdatedinformationonhotelfacilitiesreadilyaccessible,tomeetguest’srequestsata
7、lltimes.专职管家应按照完整流程进行上下班交接,以便下任能及时对客人的疑问作答、了解宾馆服务的最新信息,随时满足客人的要求。Procedures:1.ButlershouldcompleteDailyGuestNeeds&PreferenceSheetattheendofshiftandsubmitittoShiftLeader.2.Butlershouldfollowfloorpantryroomhandoverprocesswhenthenextshiftistakingover:•Cle
8、aralldirtydishandcutleries.•CheckstocksofMiniBaritems,dish&cutleries.•UpdateInformationWhiteboardwithlatestguestinformation,roomstatus.•Ensureallequipmentinpantryroomareingoodworkingcondition.3.Bultershouldinformanyguestservicerequests,
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