酒店各部门应急计划操作程序Word文档下载推荐.docx

1、技术部值班人员- General Manager 总经理- Director of Finance 财务总监- Rooms Division Manager 房务总监- Front Office Manager 前厅部经理- Executive Housekeeper 客房部行政管家- Manager on Duty 行政值班经理- Service Centre Staff 客户中心员工- Outlet Cashiers 各站点收银员2. Supervise and manually update the last print-out of thefollowing contingency r

2、eports to be produced from the latest back-up disk before the breakdown:从系统发生故障前最新的备份磁盘上打印出来以下报表，并准备开始手工更新：- Registered Guests （By Name） 在店客人报表（按名称排序）- Registered Guests （By Room Number） 在店客人报表 （按房间号码排序）- Arrival Report 预计抵达客人报表- Departure Report 预计离店客人报表- Folios for departing guests 所有预计离店客人的明细帐单-

3、Guest Ledger Trial Balance 客帐余额报表- Room Lists （for all rooms） 房间列表报表（所有房间）3. Update the Registered Guests reports by obtaining information from the Arrival Report for guests who have check in after the last printout and from the Front Desk staff for the guests who have checkoutafter the last printou

4、t.根据预计抵达客人报表中的信息对已登记客人报表中内容进行检查更新， 并通过从前台接待处了解的信息，对在报表打印后办理了入店手续的客人以及离店客人的信息进行更新。4. Update the Room List report through telephone communication with Housekeeping Department and feedback from Front Desk staff.通过前台员工的回馈信息，并通过电话与客房部进行沟通，以此来更新房间列表报表5. Assign one Front Desk staff to inform concerned depa

5、rtments / sections about guests checkout so that no more charges to the guest folio.指定一名前台员工将已离店客人的信息通知相关的部门，避免客人办理离店手续后，在其他营业站点的消费被当成在店客人的客帐处理。6. Ensure that having checked-out each guests, the front deskstaff will put a “VD” remark in the Room List report and infor m Housekeeping Department to cle

6、an the room. When the room is ready forsale, the Housekeeping Department will report to Front Desk who will change the room status to “VR”. The Front Desk staff will mark off the Room List and update the Registered Guests reports whenever a room is sold.每当有客人离店时，前台员工需要在房间列表报表上对相应的房间做出“VD（ 空的需要清洁的房间）

7、”标记，并通知客房部打扫房间。当房间清洁完毕，可以出售时，客房部通知前台，并由前台员工将房间列表报表上的相对应房间的状态改成“ VR（空的可以出售）”，前台员工在卖出一间房间后，需要及时在房间列表报表上做出标记并更新在店客人报表。7. Ensure that the Arrival Report is updated manually at all times by inserting the room numbers next to the name of the guest and this report is to be kept in the Front Desk for input

8、into the computer system whenthe system is back in operation.确保预计抵达客人报表随时都在手工更新，更新时要在客人姓名后插入房间号码，这份报表需要一起保存到电脑系统恢复运行时，并由前台员工依照报表上的信息输入到电脑系统中。8. Assign one Front Desk staff to sort out all the guest checks by floor for that day. The guest folio balance up to the room chargesfor the preceding day can

9、be obtained from the Guest Ledger Trial Balancereport. All F&B cashiers must firstly inform the Front Desk staff andthen forward the signed restaurant s checks to the Front Desk staff assoon as possible. The Front Desk staff will manually add the charges for that day （including all charges which wer

10、e automatically posted duringnormal operations） to the balance carried forward amount in the folio so that it could be presented to the guest for payment when the need arises.指定一名前台员工挑出所有客人的当天帐单，并按楼层顺序排列好；客人帐单上的余额为当天帐单金额加上前一天客人余额报表上的的数额。所有餐厅收银员必须在第一时间通知前台员工并将有客人签名的餐厅帐单尽快转达给前台，前台员工手工累加当天所有客人产生的费用（包括在

11、系统正常时自动入帐的费用），帐单最终余额会体现在客人房间帐单上；如当客人付帐时需要核对帐单，便可将这些帐单呈递客人。9. Ensure that the Front Desk staff keeps the balance broughtforward folio and guest checks for posting to the computer when the system is back in operations.确保前台员工将客人所有帐单（包括其它部门所转来的帐单）保存完好，并在电脑系统恢复正常后输入系统。10. Ensure that the Front Desk staff

12、 politely explain to guestsabout the existing computer problem and informing the guests that copies of the folio will be mailed to them immediately when the computer resumes operations.确保前台员工有礼貌地向客人解释由于电脑系统出现故障给客人带来的不便，并告知客人当电脑系统运行正常后，会在第一时间将客人帐单的复印件通过邮件发送给客人。Reservation and Sales Departments 预订部和销售

13、部1. The Reservation and Sales Departments staff will take reservations as per normal through the telephone. The staffs are to be aware of the black out dates to avoid overbooking. Input the bookings into the computer whenthe system resumes operations.预订部和销售部的员工可以像平时一样通过电话来接受预订。预订部员工要注意的是不要超出当天的预订。当电

14、脑系统正常后将这些预订信息输入系统。2. Ensure to perform the Holidex update when the system resumes operations.确保在系统恢复正常后要更新 Holidex 中的预订信息。3. All the same day s new reservations including amendments and cancellations which are received during the computer breakdown should beforwarded to the Front Desk as soon as the

15、y are confirmed.所有当天在电脑系统发生故障期间所收到的新的预订，包括更改的和取消的， 在确认后需要转给前台。Housekeeping Department 客房部1. Housekeeping staff will update manually the RoomList, which is kept by them as a source document during normal operations.客房部员工需要手工更新房间列表，这些报表将被保存，并做为电脑系统恢复正常后的输入系统的依据。2. Housekeeping staff to report by telep

16、hone all clean and vacant rooms to the Front Desk to update the Room List report kept by the Front Desk.客房部员工通过电话向前台通报所有已清洁房间和空房间，并由前台员工更新手里的房间列表报表。3. Forward all Mini Bar Voucher and Guest Landry Voucher to Front Desk.Front Desk staff will calculate the amount and put vouchers into guest folio by g

17、uest room number.将所有迷你吧帐单和洗衣单送到前台，前台员工在计算帐单合计后根据房间号将这些帐单放在客人帐夹中。Service Centre 客户服务中心1. The last print-out of the following reports must be updated manually:以下报表在系统发生故障前最后打印出的必须手工进行更新- Registered Guests （by Name） 在店客人报表 （按名称排序）- Registered Guests （by Room Number） 在店客人报表 （按房间号码排序）2. The Service Centr

18、e staff can obtain information from both reports updated by Front Desk.客服中心员工可从前台获得最新的报表和相关的信息。3. Whenever chargeable calls are made from guestrooms, Service Center staff should immediately prepare the Miscellaneous Charge Voucher and passthem to the Front Desk for updating the Guest Folio.只要有客人从房间打

19、出应收费电话，客户中心员工应立刻填写“杂项收费单” 并送交前台，以便更新客人的帐单信息。IT Department 信息技术部1. The IT Manager and his assistants must report immediately to the Hotel and take command of the computer system.信息技术部经理及其助手应立刻报告酒店相关部门，并对系统进行检查。2. In the event that it is a hardware breakdown, the IT Manager will report to the vendor a

20、nd request immediate dispatch of a Customer Engineer to rectify the problem.如果是因为硬件故障产生的问题，信息技术部经理必须及联系硬件供应商并要求立刻派遣客户服务工程师来解决问题。3. In the event that it is a software breakdown, IT manager should immediately contact support engineer, describe the problem to supportengineer, request to solve the probl

21、em through telephone or remote control.如系统故障是软件故障，信息技术部经理应立即联系系统供应商的技术支持人员，将故障现象准确、详细地告知技术支持工程师，由技术工程师通过电话或远程控制尽快解决问题。4. IT manager should communication all relative department through telephone, report the processing to Director of Finance & Business Suport.If system restore, check all systems and

22、interfaces to ensure system resumes operations, and inform all department to stop manually process.信息技术部经理应通过电话与所有相关部门进行联系，并将进展情况通报财务总监。在系统恢复后，应检查所有关联的系统和接口，如果一切正常，通知所有部门停止手工操作。5. All IT staff must stay in the Hotel until the system is up and in operation again.所有信息技术部员工需要留在酒店直到系统恢复正常为止。6. All syste

23、m support contact list must be placed on the visibleposition, IT staff can report to support engineer immediately by this list.所有系统技术支持工程师的联系方式应被置于一个明显的位置，信息技术部员工可通过这个联系单尽快联系到相关的工程师。Manager on Duty and Front Office Duty Manager 当日值班经理和前厅部经理Should always be on standby at the front desk and lobby and

24、to extend help whenever called for.必须留在前台和大堂待命并在接到电话后随时提供帮助。Emergency Plan for Credit Card 对信用卡的运作的应急计划Front Desk and Front Desk should have sufficient stock of various kinds of credit card charge vouchers and credit card imprinters. Telephone number list for the credit card centers must always be k

25、ept in each counter. Arrange sufficient staff to work in the counters for manual operations in the event of a computer breakdown. Allcashiers are to be trained on manual credit card settlement procedures.前台和财务部必须确保各类信用卡的单据和压卡机有充足的库存量， 每个收银站点必须要有一份各银行信用卡中心的电话列表。 在电脑系统发生故障期间必须在每个收银站点安排 足够的员工，所有收银员必须受过

26、手工信用卡结帐的培训。Front Office 前台- Imprint credit card voucher upon guest check-in,客人办理入住手续时压印信用卡单。- Call the authorization center for approval code and mark it down on the credit card voucher.打电话到授权中心要到授权号并把它记下信用卡单上。- Upon guest checkout, write down the total amount ontothe credit card voucher that is imp

27、rinted upon guest check-in.客人结帐退房时， 把总金额写在客人入住时压印的信用卡单上。- Ask for guest signature and verify the signature against the one credit card.要求客人签字，并与信用卡的签字进行核对。- Return the credit card and the customer copy of thestcharge voucher together with the 1 copy of the guest check to guest.将信用卡和卡单的客户联连同客人帐单的第一份复

28、印件一同交还给客人。- Front Desk to send the other copies of the credit card voucher to Finance for further processing.前台将卡单的其他联交给财务部，以进行下一程序的操作。Emergency Plan for POS breakdown 餐饮系统故障期间的应急计划Each outlet cashier counter should have some pre-printed manual guest checks available. When the system breakdown, F&B

29、is to arrange sufficient staff to workin the counter for manual operation. Outlet supervisor to patrol each outlet to assist and to send guest checks to Front Desk for posting. All cashiers are to be trained on the manual procedures for guest check settlement including the use of calculators for bill computation.每个站点的收银柜台内必须存有印刷好的客人手工帐单。 当系统不能正常使用时， 餐饮部应该安排足够的员工以应付手工运作的需要。 各站点的主管应该在每个站点进行巡视以提供帮助， 并将各站点客人消费的帐单送到前台进行入帐， 对所有的收银员必须进行手工结帐工作程序的培训，其中包括如何使用加数器。1. Waiters/Waitress will take orders from guests using manual Captain Orders.服务员应该使用手工的点菜单进行点菜。2. Upon receipt of Captain Orders, the