五星级酒店管家服务程序(四)

《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,