酒店外包服务标准操作(中英版)

STANDARD OPERATING PROCEDURES标准操作程序HSKP - 001 Lost and Found失物招领HSKP - 002 Entering Guest Rooms进入客房HSKP - 003 Shoe Shine Service擦鞋服务HSKP – 004 GUEST REQUEST ITEMS客人要求项目HSKP - 005 Guest Request Items客人要求项HSKP - 006 Room Wait Requests房间等候要求HSKP - 007 Work Orders维修通知单HSKP - 008 Allowing Access To Guest Rooms允许进入客房HSKP - 009 Gratuities / Tips赠物/小费HSKP - 010 Chain Of Command指挥系统HSKP - 011 Handling Guest Laundry处理客人洗衣HSKP - 012 Definition of A Guest一个客人的定义HSKP - 013 Handle Guest Complaints处理客人投诉HSKP - 014 Job Safety工作安全HSKP - 015 Equipment Usage设备使用HSKP - 016 Newspaper & Magazines报刊杂志HSKP - 017 Reception Service接待服务HSKP - 018 Quality Control质量控制HSKP - 019 Normal, Express and Pressing Service正常，快洗及烫衣服务HSKP - 020 Guest Laundry Pick Up & Distribution客人送洗衣物收集发放STANDARD OPERATING PROCEDURES Subject : LOST AND FOUND失物招领Effective Date : 4. 2010Policy No : HSKP-001 Issued by : EXE.Housekeeper Page : 1 of 4 Approved by :General Manager Distribution : Executive Committee Department Head A&B: All AssociatesObjective目标To ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner.确保失物招领程序能被完全地执行，以便在客人询问时能及时地反应。

外包过程作业指导书1．Purpose目的Establish the instruction to manage subcontract process, including subcontractor selection, assessment, and control. Ensure all subcontract processes in VICTOR within control condition.建立外包过程控制指导书来指导对公司的外包方进行选择,评价与管理控制, 确保外包过程具有满足本公司规定要求的能力。

2．Scope-适用范围This instruction applicable all subcontract process: a.Plastic&Casting Parts Painting Process; b.AM2000:2008 Dental Unit Assembly Process.适用于公司所有外包过程.本公司的外包过程包括: 塑料件与机加工件的喷漆过程与AM2000:2008牙科治疗机的整机装配过程.3．Responsibility-职责Purchase Department: Research, collect and provided potential qualified subcontractor, conduct subcontractor assessment and audit activities.采购部：收集,搜寻,提供潜在的合格外包方信息,主导外包商的评价与审核过程. Quality Department: Participating subcontractor audit process, leading subcontractor quality system evaluation and subcontract parts quality inspection and verification. 质量部:参与外包商的审核,主导外包商的品质保障评价,外包产品质量的检验与验证.Technical Department: Participating subcontractor audit process, leading subcontractor technical aspect including equipment evaluation. Providing technical support to subcontractor, if necessary.技术部:参与外包商的审核,主导外包商的技术能力与设备的评价.必要时,提供技术支持给予外包商Production Department: Participating subcontractor audit process, leading subcontractor production capability, material management, production management 生产部:参与外包商的审核,主导外包商的生产能力评价,包括物料管理,生产管理评定等.Management Representative: Coordinate and planning subcontractor assessment process, summarize audit result and report to GM.管理者代表:协调与策划外包商的评价,汇总评价结果,汇报至总经理4．Terms and Definitions-术语与定义Potential Subcontractor: Subcontractor which have the potential qualify to provided subcontract service to our company, but not do business with us momently候选外包方：欲向本公司提供服务,本企业尚未使用的供方Qualified subcontractor: Subcontractor which with the competence to provided subcontract service to our company via our systematical investigation and evaluation 合格外包方：经本公司调查、评价和选择，具有向本企业提供满意服务能力的外包方5．Procedure-程序5.1 Subcontractor selection and evaluation外包方的评价和选择5.1.1 Principle of subcontractor selection外包方的选择原则(a) Have a satisfied performance. Efficient production capability and processcapability具有使用满意的历史业绩.充足的生产能力与工艺要求；(b) Solid credit background Including quality management level, service, resources, or quality certification proof etc.良好的企业信用等级.包括质量管理能力、服务、资源配备，或相关的体系认证等；(c) Similar servicing history to other customer对比类似服务的历史情况或对比其他使用者的使用经历.(d) For dental unit subcontractor, must be obtained SFDA license and guarantee follow the SFDA regulations strictly对于整机的外包商,其必需获得国家药监局的相关许可证,并保证严格遵照国家医疗行业相关的法规来运作.5.1.2 Regular evaluation of exist subcontractor现有外包商定期评价和确认(a) In principle, VICTOR should do regular assessment of exist subcontractor once a year.原则上,每年应进行至少一次对现有外包商的整体评价(b) Purchase department evaluate the service aspect of thesubcontractor, give a score base its on time delivery,(total 40’) cost down performance etc.Fill in “Supplier Regular Assessment Record”.采购部负责对外包商的服务业绩及配合度进行评价,并根据其到料准时,价格因素等方面赋予分值,总分40分,填入《供方定期评定表》(c) QC department evaluate the quality aspect of the subcontractor, give a score baseon its qu ality performance and complaints responding (total 60’ Fill in “Supplier Regular Assessment Record”:质检部根据外包商的质量业绩及市场反馈,整改回复进行评价,总分60分,填入《供方定期评定表》(d) W ARNING subcontractor if the regular appraisal score lower than 75;STOP order to subcontractor immediately if the regular appraisal score low than 70.当年度评定总分值小于75分时,警告该外包商,并提出整改要求;当年度评定总分值小于70分时,停止与该外包商合作.(e)After complete the evaluation, pass the records to Operational Director or Management Representative to give approval comments. Purchase department shall keep the record for traceability.评价完成后,将《供方定期评定表》传至运营总监或管理者代表提出审批意见.采购部应保存该文档,以便追溯.5.1.3 Evaluation of potential subcontractor候选外包商评价和纳入(a) Purchase department supervise the questionnaires or onsite evaluation of potential subcontractor, get the roughly information of the subcontractor and complete an “supplier evaluation record” or “supplier onsite audit record”由采购部负责进行书面问卷调查或组织现场考查，对该候选外包商作概略性的了解，完成《供应商评审记录》或《供应商现场考察表》.(b) QC department verify the first article and give a conclusion in “FIRS T ATRTICAL INSPECTION SUMMARY”.质检部对候选外包商首次加工进行样件确认,完成《供应商样件评价表》,以确保产品质量符合公司要求.(C) If necessary, sign a “Quality Contract” with the subcontractor. The contract usually including:必要时,与其签订质量保证协议，协议一般可以包括以下内容：(1) Quality assurance system requirements;对外包商质量保障体系提出要求；(2) Product quality and inspection criteria对外包商加工产品质量和检验标准提出要求；(3) Quality information communicates or conflict solution.质量信息交换处理和争端处理办法5.2 Subcontract Process Control外协加工控制5.2.1 Technical department prepare technical specification of subcontract process including criteria and processing requirements.技术部制订外包加工所需的技术文件，如产品标准、技术要求等5.2.2 Subcontract shall provide evidence to proof its comply with the quality assurance system; aperiodicity onsite audit should be conducted to ensure its processing under control.外包商应能提供符合质量保证体系要求的证据，必要时不定期至外包工厂现场进行检查，以确认外包过程是在协议规定的条件下进行5.3 Verification of subcontract外协加工验证5.3.1 QC inspector check the product according our inspection instruction, or verifythe quality report attached.Document Type ：Working Instruction由检验员按照《产品检验指导书》、对照相应检验标准对外协加工产品进行检验或对产品的附属检验报告进行验证；5.3.2 If we need do inspection in subcontract’s site, shall indicate in purchase order or quality contract, verification in subcontract do not means relieve the quality responsibility of subcontract.当需要对某些产品在供方处验证时，须采购合同中对验证活动（标准和方法）明确；但顾客验证不免除本企业向顾客提供合格产品的责任。

HKSOP酒店标准操作程序客房部中英文HKSOP酒店标准操作程序客房部中英文一、房间准备流程1. 确认当前入住的客人信息和房型2. 检查空净房情况，确保在最短时间内将房间准备好3. 确认所需的客房用品和设备是否齐全，并进行相应的准备4. 根据入住时间安排清洁工作的时间5. 检查客房问题，例如门窗是否正常，房间内设施是否完好等Room Preparation Process1. Confirm the information and room type of the current guest.2. Check the status of the empty rooms and ensure that the room is prepared as quickly as possible.3. Confirm whether the required guest supplies and equipment are complete and prepare accordingly.4. Schedule cleaning times based on check-in times.5. Check the room for issues such as whether the doors and windows are working properly, and if the facilities within the room are complete.二、房间清洁流程1. 检查客房所有区域，包括客房、卫生间、厨房等，确保每个区域都干净整洁2. 在清洁前，更换清洁用品，例如清洁刷、清洁剂等3. 使用清洁剂和清洁布，清洗所有表面4. 更换床上用品和毛巾等客用品，并完成客房整理Room Cleaning Process1. Check all areas of the room, including the bedroom, bathroom, and kitchen, to ensure that each area is clean and tidy.2. Before cleaning, replace cleaning supplies such as cleaning brushes and cleaning agents.3. Use cleaning agents and cleaning cloths to clean all surfaces.4. Replace guest supplies such as bedding and towels, and complete the room's tidying up.三、客房充分准备流程1. 确认客人需要哪些客房用品和设备，并准备好2. 确认客人的特殊需求，并做好安排3. 确保客房一切准备工作都已完成4. 确认客人在入住时是否需要导游服务Full Room Preparation Process1. Confirm which guest supplies and equipment the guest requires, and prepare them accordingly.2. Confirm whether the guest has any special needs and make appropriate arrangements.3. Ensure that all room preparations have been completed.4. Confirm if the guest requires tour guide services at check-in.四、床上用品的更换和保养1. 定期更换床上用品，包括床单、枕套、被套等2. 床上用品的清洗和保养需要遵循相关标准和程序3. 床垫需要在客房更换至少每年一次4. 床垫保养需要遵循相关标准和程序Replacement and Maintenance of Bedding1. Regularly replace bedding, including sheets, pillowcases, and duvet covers.2. The cleaning and maintenance of bedding must follow the relevant standards and procedures.3. The mattress needs to be replaced at least once a year in the room.4. The maintenance of the mattress must follow relevant standards and procedures.五、客房设备和用品的管理和维护1. 定期检查客房设备的性能和状态，以确保其正常工作2. 所有客房设备和用品都需要经常清洁和维护，以确保其安全和有效3. 客房用品在客人离店后需要进行清理和准备，以准备迎接下一个客人的到来4. 维修和更换设备和用品需要遵循相关标准和程序Management and Maintenance of Room Equipment and Supplies1. Regularly inspect the performance and condition of room equipment to ensure that it operates effectively.2. All room equipment and supplies must be cleaned and maintained regularly to ensure their safety and effectiveness.3. Guest supplies need to be cleaned and prepared after the guest checks out to prepare for the arrival of the next guest.4. Repairs and replacement of equipment and supplies must follow relevant standards and procedures.六、客房服务流程1. 确认客人的需求并尽快提供服务2. 接听客人的投诉和意见，并尽快作出反应3. 确保客人在入住期间度过愉快的时光Room Service Process1. Confirm the guest's needs and provide services as soon as possible.2. Receive and respond to guest complaints and opinions as soon as possible.3. Ensure that the guest has a pleasant time during the stay.总结HKSOP酒店标准操作程序客房部中英文涵盖了客房与房间准备、房间清洁、客房充分准备、床上用品的更换和保养、客房设备和用品的管理和维护以及客房服务流程六个方面，这些流程和程序在酒店管理中扮演非常重要的角色，能够帮助酒店更好地服务客人，提高客人的满意度和口碑。

Checking in Guest with ReservationService Required:The Receptionist Must Be A Sales Representative At All Times.He/She Must Have A Through Knowledge Of The Product They Sell, Details Of The Hotel, Rates, Services, And Facilities.Job Performance Required – Guidelines - :✓Great your guest warmly with smile.✓Ask If You May Help Him With A Courtesy Way.✓If The Guest Says That He Have A Reservation, Ask Politely for The Guest Name.✓Calls-Up The Information On The Computer Screen.✓Make Your Double Check By Repeating The Guest Full Name.✓Reconfirm Type Of Room Required.✓Ask For The Length Of Stay And Departure Date Expected.✓Reconfirm How Many People In The Party.✓You May Offer Options With Upselling Techniques, And According To Your Rooms Availability Chart.✓ A Scan For A Special Notes May Reveal Special Requests Such As V.I.P Treatment…….Etc.✓Reconfirm The Mode Of Payment And Follow Up With Payment Procedures Accordingly.✓Ask To Complete The Registration Card.✓Thank The Guest And Check If There Is Any Messages For Him/Her.✓Match The Right Room For The Guest And Make The Blocking.✓Offer Additional Services Such As Wake Up Calls Or Special Guest Needs To Be Covered.✓Call The Bell Man Who Is Assigned To Carry The Luggage For The Guest.✓Wish Your Guest A Pleasant Stay.Checking in Guest without Reservation∙Great The Guest Warmly With Smile & Ask If You May Help.✓If The Guest Has No Reservation, Ask You Guest To State His/Her General Needs.✓Obtain The Specific Details Such As✓What Type Of Room Is Desired?✓How Many People in the Party?✓What Is Their Anticipated Length Of Stay?✓What Rate Is Acceptable?✓Methods of Payment (Cash or Credit Cards)?∙Based On The Above The Room Clerk Should Matches Rooms Available To The Customers Wishes.∙Offer Options by Using Room Location, Such As: Sea View, Pool Side, Etc.∙After You Cover The Entire Guest Needs Present The Registration Card And Ask The Guest To Fill.∙If The Credit Card Will Be Used, Obtain Credit Data.∙Locate The Room And Complete Normal Check-In Procedures.Checking in GroupFirst: Before Check InBe Fully Aware Of the Arrival TimePrepare The Blocking.Check Ready Rooms with HousekeepingPrepare The Key Envelopes.Check with the Bell Caption Concerning the Readiness of the Luggage StickerSecond: Upon Check InWelcome The Group With The Welcome Drink.Check With The Tour Leader The Rooming List.Ask The Tour Leader For The Passport List & Voucher.Check with the Tour Leader the Meals Arrangements / Wake up Calls. Bell Man Should Have A Copy From Th e Rooming List To Write Number Of The Luggage.Third: After Check-InOpen The Group Master Folio.Mention The Way Of Payment.Check The Rate Twice.Check Number of Rooms and Persons.Check Complimentary RoomsCreate the Group Pay Master and Check Routing.Distribute The Group Rooming List To All Concerned With All Signatures.Handling Guest Complaint∙Listen with concern to guest complaints and stay calm.∙Isolate the guest, if possible, so that other guests would not be affected. Remain calm and do not argue with the guest.∙Recognize and acknowledge the guest’s feelings and try to make him feel that we care more about his concerns.∙Always show personal in terest in the guest’s problem. Do never under estimate his complaint. And no matter what happens, NEVER INSULTA GUEST.∙Do not say that the hotel is at fault simply to be understanding.∙Noting down the key facts will reassure the guest and will certainly calm him down.∙Tell the guest how and when the problem could be solved.∙Inform the concerned department to take the necessary action.Follow up∙Inform your supervisor and record all details and what has been done till the time being in the log book.∙If you feel that the problem is more than you can handle and that it needs higher level for a solution, take the handle the matter to your supervisor or to the Department Head.∙When the problem is solved, inform the guest accordingly. Handling Check OutService Required:Check Out Process Should Be Smooth, Efficient, Accurate, And Pleasant Experience For Our Guests. It Is The Last Opportunity The Hotel Staff Has To Personally Interact With The Guests.Job Performance Required – Guidelines - :A – Providing Bell Service:Upon Guest’s Request for Checking-Out Bell Service.Check out Card Will Be Given to the Bell PersonBell Person Will Go To The Room, Knock On The Door.Then, He Ask The Guest Politely For His Luggage.With A Glance, Without The Guest Notice, The Bell Person Will Check TheRoom Supplies Are There With No Damage.Luggage to Be Taken Away, Drawers to Be Checked For Any Forgotten Items As Well As Bathroom.The Bell Person Will Ask The Guest Politely For The Room Key.Close the Door And Make Sure It Is Locked.The Bell Person Will Politely Remind The Guest Not To Forget The Flight Ticket And The Passports.The Bell Person Will Obtain the Front Office Cashier’s Approval before He Carries the Luggage out Side the Hotel.B- At the Front Office Cashier:Greet The Guest With Magic Words And Smile.Ask If They Are Checking Out.Ask For Their Room Number, Pull The Folio, And Repeat Their Name To Make Sure There Is No Mistake.Check for Any Last-Minute Messages, Mail, or Any Additional Charges Not Yet Posted.Ask If The Guest Has Made Any Additional Charges Within The Last Thirty Minutes.Tell The Guest The Amount Owed.Follow Up With The Guest Mode Of Payment And Finalize The Account. Check by Asking About Guest Satisfaction.Pay Attention to Each Single Guest Comment and Write It Down Immediately.Ask If There Is Any Thing Else The Hotel Can Do.Thank The Guest For Staying With The Hotel, And Invite Them To Come Back Again.As They Leave The Desk Area, Wish The Guest A Safe And A Pleasant Trip.Handling Guest RequestPurpose of the policy:To set up a proper system on following up guest requests and assuring the proper delivery of services in order to meet Guest satisfaction.Policy:Both Front Office & Housekeeping departments will keep a guest request logbook to record all guest request by time of receiving the request.As soon as the GSA or H.K Order taker will receive a guest request, it must be recorded in the logbook immediately with the time of receiving the request and the guestroom number, as well as type of request.The GSA to Complete the Housekeeping/Maintenance request form, and to be delivered to the Department Concerned Immediately.All the logbook items should be filled in details a s soon as the request is received.The GSA / HK Order taker should inform and follow up on the completion of the request by contacting the department concerned to fulfill the request and log the time and the name of the person who received and complete the request.A follow up telephone call to the guest should be made after the completion of the request to be sure that the guest is satisfied.If the request will take time to be completed, guest should be informed and to be given the estimated time to complete it.If the guest request will take more than a reasonable time to be completed, it should be reported to the direct supervisor who should contact the guest personally and offer alternative solution.In both F.O & H.K, guest request logbo ok should be part of the shift hand-over procedures.N.B attached a sample of the log, which should be printed on A-4 size book.。

STANDARD OPERATING PROCEDURES标准操作程序POLICY NO. SUBJECT编号标题FO-DM-001 Duty Check List工作检查表FO-DM-002 Bomb Threat炸弹威胁FO-DM-003 Car Accident交通事故FO-DM-004 VIP Check in重要客人入住FO-DM-005 Accident – Guest意外—客人FO-DM-006 Guest Complaints and Disputes客人抱怨和争执FO-DM-007 Request for Doctor/ Hospitalization求医要求/住院治疗的要求FO-DM-008 Fights争斗FO-DM-009 Fire火灾FO-DM-022 Lost & Found丢失和发现FO-DM-024 Safety Box保险箱FO-DM-028 Incoming Faxes/ Email at night time夜间接受传真/电子邮件FO-DM-030 Valuables贵重物品保管FO-DM-031 Guest Birthday客人生日FO-BC-002 Incoming faxes接收传真FO-BC-005 Meeting Room Rental会议室租用FO-BC-006 Outgoing Fax发送传真FO-BC-007 DHL / EMS/Courier Services DHL特快专递FO-CON-002 Baggage Service for Arrivals行李抵达服务FO-CON-003 Baggage Service for Departure行李离店服务FO-CON-004 Baggage Service for group Arrivals团队行李抵达服务FO-CON-005 Baggage Serviceforg roup Departure团队行李离开服务FO-CON-006 Baggage Storage行李贮存服务FO-CON-007 Brochures, Maps and Directions指引册，地图，导游册FO-CON-008 Flags旗帜FO-CON-009 All Incoming Items所有收入条款FO-CON-010 Newspapers报纸FO-CON-011 Outgoing Items外送物件FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CON-017 postal express service邮政快递服务FO-CON-018 Taxi booking and arrangement出租车预订及安排FO-CON-019 Trolley手推车服务FO-CON-020 Umbrella雨伞服务FO-CON-AR-001 Airport send off机场送行FO-CON-AR-002 Airport Pick Up机场接客FO-CON-AR-003 Airport Lost Luggage行李丢失FO-CON-AR-004 VIP Arrive-Limousine接重要客人-豪华轿车FO-CON-AR-005 VIP Arrive-( By Taxi )接重要客人（用出租车）FO-CON-AR-006 Mobile Phone移动电话FO-CON-DRICER-001 House Use/ Complimentary Vehicle酒店自用/免费用车FO-CON-DRIVER-002 Limousine Availability大型轿车使用率FO-CON-DRIVER-003 Limousine Cleaning & Maintenance大型轿车清洁和保养FO-CON-DRIVER-004 Mileage/ Petrol Control运程/汽油控制FO-CON-DRIVER-005 Limousine Request用车申请FO-CON-DRIVER-006 The Responsibility of Driver司机责任保证FO-EF-007 Guest Preference客人爱好FO-EF-008 Executive Floor Check In行政楼层入住FO-EF-009 Hosting招待FO-FD-010 Computer Down计算机系统崩溃FO-FD-011 Foreign Currency Exchange外币兑换FO-FD-016 Internal Trace Report内部事务报告FO-FD-017 Key Control钥匙控制FO-FD-018 Lost & Found at Check In失物招领FO-EFM-012 VIP Check In重要客人入住FO-EFM-016 Alleged Theft偷窃FO-EFM-017 Guest Complaints and Disputes客人抱怨和争执FO-EFM-018 Complimentary / House Use免费房使用FO-EFM-020 Request for Doctor / Hospitalization求医要求/住院治疗FO-EFM-023 Lost and Found失物招领FO-EFM-024 Safety Deposit Boxes Key Inventory保险箱钥匙清单FO-EFM-025 Safety Box保险箱FO-EFM-027 Valuables贵重物品保管FO-EFM-028 In-House Clinic酒店医疗中心FO-EFM-029 Guest Birthday客人生日FO-EFM-030 Guest Join-In Authorization会员加盟授权FO-EFM-031 Guest Comments客人意见FO-EFM-032 Booking at other Plaza Royale Hotel豪廷酒店网络内约定FO-EFM-033 Hotel Events酒店活动FO-TEL-001 Telephone Control DDD/IDD国际/国内长途电话控制FO-TEL-002 Call Accounting System电话记费系统FO-TEL-003 Call Barring and Unbarring电话禁呼和解禁FO-TEL-004 Do Not Disturb Feature请勿打扰事宜FO-TEL-005 Guest Locator Feature为客人接电话至指定地点FO-TEL-006 Incoming Calls接听来电FO-TEL-007 Operator Assisted Calls接线员辅助呼叫FO-TEL-008 PABX Adcom Fax System专用交换机传真系统FO-TEL-009 PABX Adcom Mail System专用交换机邮件系统FO-TEL-010 Public Address Paging System公共提示标志FO-TEL-011 Wake up Call叫醒服务FO-TEL-012 Personal calls私人电话FO-001 Baggage Service行李服务FO-002 Business Center Service商务中心FO-003 Engineering Service工程服务FO-004 Handling Guest Complaints处理客人投诉FO-005 Handling Incoming Calls处理来电FO-006 Housekeeping Service客房服务FO-007 Room Service-Incoming Call客房送餐来电FO-008 In-Room Dining Order客房用餐预订FO-009 Runner Service特殊服务Front Office Terms to Know前厅部须知A.H.&M.A. American Hotel and Motel Association.美国饭店及汽车旅馆协会Accommodate A promise of a room for a guest – if not in that hotel,then a commitment to find a room elsewhere.对客人保证客房的承诺Adjoining Rooms Two or more rooms side by side without a connectingdoor between them. In other words, rooms can be adjoiningwithout being connecting.两间或两间以上并排的、之间没有房门直接联系的房间。

S T A N D A R D O P E R A T I N G P R O C E D U R E S标准操作程序POLICY NO. SUBJECT编号标题FO-DM-001 Duty Check List工作检查表FO-DM-002 Bomb Threat炸弹威胁FO-DM-003 Car Accident交通事故FO-DM-004 VIP Check in重要客人入住FO-DM-005 Accident – Guest意外—客人FO-DM-006 Guest Complaints and Disputes客人抱怨和争执FO-DM-007 Request for Doctor/ Hospitalization求医要求/住院治疗的要求FO-DM-008 Fights争斗FO-DM-009 Fire火灾FO-DM-022 Lost & Found丢失和发现FO-DM-024 Safety Box保险箱FO-DM-028 Incoming Faxes/ Email at night time夜间接受传真/电子邮件FO-DM-030 Valuables贵重物品保管FO-DM-031 Guest Birthday客人生日FO-BC-002 Incoming faxes接收传真FO-BC-005 Meeting Room Rental会议室租用FO-BC-006 Outgoing Fax发送传真FO-BC-007 DHL / EMS/Courier Services DHL特快专递FO-CON-002 Baggage Service for Arrivals行李抵达服务FO-CON-003 Baggage Service for Departure行李离店服务FO-CON-004 Baggage Service for group Arrivals团队行李抵达服务FO-CON-005 Baggage Serviceforg roup Departure团队行李离开服务FO-CON-006 Baggage Storage行李贮存服务FO-CON-007 Brochures, Maps and Directions指引册，地图，导游册FO-CON-008 Flags旗帜FO-CON-009 All Incoming Items所有收入条款FO-CON-010 Newspapers报纸FO-CON-011 Outgoing Items外送物件FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CON-017 postal express service邮政快递服务FO-CON-018 Taxi booking and arrangement出租车预订及安排FO-CON-019 Trolley手推车服务FO-CON-020 Umbrella雨伞服务FO-CON-AR-001 Airport send off机场送行FO-CON-AR-002 Airport Pick Up机场接客FO-CON-AR-003 Airport Lost Luggage行李丢失FO-CON-AR-004 VIP Arrive-Limousine接重要客人-豪华轿车FO-CON-AR-005 VIP Arrive-( By Taxi )接重要客人（用出租车）FO-CON-AR-006 Mobile Phone移动电话FO-CON-DRICER-001 House Use/ Complimentary Vehicle酒店自用/免费用车FO-CON-DRIVER-002 Limousine Availability大型轿车使用率FO-CON-DRIVER-003 Limousine Cleaning & Maintenance大型轿车清洁和保养FO-CON-DRIVER-004 Mileage/ Petrol Control运程/汽油控制FO-CON-DRIVER-005 Limousine Request用车申请FO-CON-DRIVER-006 The Responsibility of Driver司机责任保证FO-EF-007 Guest Preference客人爱好FO-EF-008 Executive Floor Check In行政楼层入住FO-EF-009 Hosting招待FO-FD-010 Computer Down计算机系统崩溃FO-FD-011 Foreign Currency Exchange外币兑换FO-FD-016 Internal Trace Report内部事务报告FO-FD-017 Key Control钥匙控制FO-FD-018 Lost & Found at Check In失物招领FO-EFM-012 VIP Check In重要客人入住FO-EFM-016 Alleged Theft偷窃FO-EFM-017 Guest Complaints and Disputes客人抱怨和争执FO-EFM-018 Complimentary / House Use免费房使用FO-EFM-020 Request for Doctor / Hospitalization求医要求/住院治疗FO-EFM-023 Lost and Found失物招领FO-EFM-024 Safety Deposit Boxes Key Inventory保险箱钥匙清单FO-EFM-025 Safety Box保险箱FO-EFM-027 Valuables贵重物品保管FO-EFM-028 In-House Clinic酒店医疗中心FO-EFM-029 Guest Birthday客人生日FO-EFM-030 Guest Join-In Authorization会员加盟授权FO-EFM-031 Guest Comments客人意见FO-EFM-032 Booking at other Plaza Royale Hotel豪廷酒店网络内约定FO-EFM-033 Hotel Events酒店活动FO-TEL-001 Telephone Control DDD/IDD国际/国内长途电话控制FO-TEL-002 Call Accounting System电话记费系统FO-TEL-003 Call Barring and Unbarring电话禁呼和解禁FO-TEL-004 Do Not Disturb Feature请勿打扰事宜FO-TEL-005 Guest Locator Feature为客人接电话至指定地点FO-TEL-006 Incoming Calls接听来电FO-TEL-007 Operator Assisted Calls接线员辅助呼叫FO-TEL-008 PABX Adcom Fax System专用交换机传真系统FO-TEL-009 PABX Adcom Mail System专用交换机邮件系统FO-TEL-010 Public Address Paging System公共提示标志FO-TEL-011 Wake up Call叫醒服务FO-TEL-012 Personal calls私人电话FO-001 Baggage Service行李服务FO-002 Business Center Service商务中心FO-003 Engineering Service工程服务FO-004 Handling Guest Complaints处理客人投诉FO-005 Handling Incoming Calls处理来电FO-006 Housekeeping Service客房服务FO-007 Room Service-Incoming Call客房送餐来电FO-008 In-Room Dining Order客房用餐预订FO-009 Runner Service特殊服务Front Office Terms to Know前厅部须知A.H.&M.A. American Hotel and Motel Association.美国饭店及汽车旅馆协会Accommodate A promise of a room for a guest – if not in that hotel,then a commitment to find a room elsewhere.对客人保证客房的承诺Adjoining Rooms Two or more rooms side by side without a connectingdoor between them. In other words, rooms can be adjoining withoutbeing connecting.两间或两间以上并排的、之间没有房门直接联系的房间。

酒店客人上网服务标准操作规程G UEST E XPECTATION 客人期望:I expect every hotel to have a private area for me to log into the Internet because I am not always traveling with my Computer. I don’t expect exorbitant charges.我希望每家酒店都能为我提供上网专区，因为我不会一直在旅行时随身携带电脑。

我也不希望资费过高。

Why is this task important for you and our guests?为什么该任务对你和我们的客人都很重要？Answers回答:1.I know what our guests expect. 我了解客人的期望。

2.Our guest are sometimes on holidays and do not have their businessequipment with them. 有时客人度假不会随身携带商务设备。

3.Our guests might have lost their business equipment, so they needadditional help. 也许客人的商务设备遗失了，因此他们需要额外的帮助。

4.We can increase our GSTS score. 我们要提高客人满意度。

5.We can show professionalism. 我们要展示职业化形象。

Summary questions问题小结:1.How should all guests be greeted? 如何问候客人？2.What information is required from all guests who walk in? 需要从步入客人那里获取什么信息？3.a) Why do I have to tell the guest about the charges in advance? 为什么要预先告诉客人收费标准？b) Do I have to know how the Internet works? Why can I not just show theguest where the Internet is? 我须要了解网络运行的情况吗？为什么我不能只告诉客人在哪儿上网？4.Why is privacy so important? 为什么客人的隐私很重要？5. a) What is a function sheet? When would I refer to it? 什么是会议通知单？何时须要参考此单？b) Why do I need the guests Signature on the bill? 为什么需要客人在帐单上签字？6. Why is an appropriate farewell necessary? 为什么须要与客人道别？。

最完整的中英文酒店服务指南（下）安全指南SAFETY DIRECTORY1．为了使您在本酒店能愉快而安全地居住，请您与我们合作并遵守下列措施：To ensure you have a pleasant stay with us, we need your c ooperation. Please do as the following:——请将现金和贵重物品存放在大堂保险箱内。

Please place your cash and valuables in the safe deposit box in the lobby.——如您不希望接听电话，请通知酒店接线员。

Advise hotel operator if you want to miss your incoming cal ls.——所有酒店员工会身穿制服，胸前佩戴员工牌，否则请勿让他/她进入您的房间。

Please note that only uniformed hotel employees with nam e tags are permitted to serve you in guest room by you.——请勿轻信兜售免费旅游或其他服务的电话。

若经常受到这种干扰，请通知大堂副理。

Do not accept calls from strangers offering free tours and o ther services. Please tell the Assistant Manager if you are being bothered by them.——如果您发现任何疑点或可疑人物，请立即通知大堂副理。

If you see any suspicious persons or any queries, please con tact the Assistance Manager immediately.——随身携带门卡时，请妥善保管。

酒店外包服务标准操作规程G UEST E XPECTATION 客人期望:It may happen that I need other Business Services which can not be delivered by the Hotel. I think it is great if the Hotel can offer contracted Business Services.也许我需要的服务不能由酒店直接提供，希望酒店能提供外包商务服务。

Why is this task important for you and our guests?为什么该任务对你和我们的客人都很重要？Answers回答:1.I understand the guest expectation. 我了解客人的期望。

2.Many of our guests are Business people and have high expectations. 很多客人是商务客人，有很高的期望。

3.We are able to show our professionalism. 我们能够展示职业化水准。

4.We are able to increase our GSTS score. 我们要提高客人满意度。

Summary questions问题小结:1.What are contracted services? Why might a guest request them? 什么是外包服务？为什么客人需要这样的服务？2.What is the first thing I should do when I get such a request? 当我接到一项请求时，我首先该做什么？3.How do I find out about the charges of such requests? 我如何弄清关于这些要求的收费标准？4.What Services are available? Can you think of any others which you may be requested to provide? 提供哪些服务项目？可能客人还会要求哪些服务？5.If a Temporary Secretary is requested, how much notice would they need and how will they meet the guest? 如果需要提供临时秘书服务，秘书需要了解哪些信息？如何引见给客人？6.Are Contracted Services also required to be logged? 需要登记外包服务吗？7.How do I charge an outside guest? 如何对店外客人收费？8.When do I need to request the guest’s Signature?何时适合请客人签字？9.Why do I have to Bid Farewell and thank the guest to use our Services even though they are Contracted Services? 为什么提供外包服务也须要向客人告别并感谢客人使用我们的服务？。