某星級酒店管理製度範本(DOC 178頁)
某星級酒店管理製度範本(DOC 178頁)內容簡介
1.酒店門前工作hotelfrontdoorservice
2.門童服務doormanservice
3.旗幟升降raiseanddropflag
4.出租車服務taxiservice
5.專線車服務speciallinevehicleservice
6.帶房程序show-roomservice
7.散客離店walk-indeparture
8.團隊入住teamchecking-in
9.團隊離店teamdeparture
10.換房changeroom
11.行李提取luggagepicking-up
12.行李寄存luggageconsignation
13.行李處理luggagehandling
14.行李房luggageroom
15.行李房管理managementofluggageroom
16.行李房鑰匙管理managementofthekeytoluggageroom
17.店外修理服務repairingservicefromoutsideofthehotel
18.郵件管理mailmanagement
19.郵包/掛號信投寄deliveryofpackage/registeredmails
20.包裹/掛號信領取pickinguppackage/registeredmails
21.報紙/郵件/留言的傳送passageofnewspaper/mails/messages
22.派送程序sending-offprocess
23.車輛預訂vehiclereservation
24.內部用車vehicleuseagewithinhotel
25.車輛維修vehiclerepair
26.車輛加油vehicleoiladding
27.日常工作daliywork
28.車輛清洗carwashing
29.行車記錄recordofvehicleusage
30.車輛月報告monthlyvehiclereport
31.車輛鑰匙管理managementofvehihclekeys
32.車輛運作管理managementofvehicleoperation
33.司機操作程序driver’soperationprocess
34.機場送機airportsending-off
35.機場接機airportpick-up
36.穿梭巴士airportshuttle
37.司機管理drivermanagement
38.車匙及證件管理managementofcarkeysanddrivinglicenses
39.車輛日常管理dailyvehiclemanagement
接待Reception
任務排列描述
TaskNo: Description
1.政策與程序policyandprocess
2.電話禮儀telephonecourtesy
3.接電話準則principleofansweringphone
4.接聽電話標準standardofansweringphone
5.住宿登記管理managementofregisteration
6.散客入住辦理checking-inforwalk-ins
7.團隊入住checking-inforteam
8.團隊相關事項辦理relatedprocessforteamthatchecksin
9.老弱病殘客人入住checking-infortheold,weak,silk,anddisable
10.貴賓接待VIPreception
11.住房押金deposit
12.延住extension
13.加床extrabed
14.換房roomchange
15.日租房dailyrentroom
16.免費房complimentaryroom
17.自用房houseuse
18.房價變更adjustmentofroomprice
19.房價差異roompricedifference
20.客房展示roomshow
21.排房原則principleofroomarangement
22.當日排房roomarrangementoftheday
23.提前排房roomarrangementinadvance
24.超額預訂extrareservation
25.留言message
26.接送服務picking-up/sending-offservice
27.回頭客/長住客returnedcustermer/long-stayguset
28.預離跟催paymentrequestbeforedeparture
29.團體退房teamdeparture
30.手工結賬manualchecking-out
31.信用卡核查creditcardcheck
32.支票結算checkcheking-out
33.賬項分離accountanditemseperation
34.付款憑證remittancecopy
35.公司掛賬chargetocompany’spendingaccount
36.外幣兌換foreigncurrencyexchange
37.旅行支票兌換traveler’scheckdeposit
38.賬目拒付accountpaymentdenial
39.團體費用漏賬teampaymentomission
40.散客漏帳walk-inpaymentomission
41.客人投訴custermercomplain
42.處理投訴的準則principleofhandlingcustermercomplain
43.房間萬能鑰匙的管理managementofmasterkey
商務中心BusinessCenter
1.郵寄服務mailservice
2.設備租賃服務equipmentretalservice
3.文件裝訂documentbinding
4.傳真接收receivingfax
5.代發傳真服務sendingfax
6.長途電話代撥long-distancephonecall
7.打字服務typingservice
8.複印服務copyservice
9.翻譯服務translationservice
房間預定RoomReservation
1．電話促銷telephonepromotion
2．電話預訂telephonereservation
3．傳真預訂faxreservation
4．團體預訂teamreservation
5．訂房確認roomreservationconfirmation
6．擔保預訂guaranteedreservation
7． 房價確認confirmationofroomprice
8．訂房婉拒refusalofroomreservation
9．預定未到bookedyetnotarrived
10． 訂房變更reservationchange
11． 訂房取消reservationcancel
12． 預訂審核reservationcheck
總機Operator
TaskNo: Description
1.接電話禮儀telephonecourtesy
2.來電應答標準phoneansweringstandard
3.客房電話轉接connectingphonecall
4.電話轉接準則principleofconnectingphonecall
5.內部電話處理internalphonehandling
6.客人信息查詢guestinformationinquiry
7.電話號碼查詢phonenumberinquiry
8.叫醒服務morningcallservice
9.留言服務messageservice
..............................
2.門童服務doormanservice
3.旗幟升降raiseanddropflag
4.出租車服務taxiservice
5.專線車服務speciallinevehicleservice
6.帶房程序show-roomservice
7.散客離店walk-indeparture
8.團隊入住teamchecking-in
9.團隊離店teamdeparture
10.換房changeroom
11.行李提取luggagepicking-up
12.行李寄存luggageconsignation
13.行李處理luggagehandling
14.行李房luggageroom
15.行李房管理managementofluggageroom
16.行李房鑰匙管理managementofthekeytoluggageroom
17.店外修理服務repairingservicefromoutsideofthehotel
18.郵件管理mailmanagement
19.郵包/掛號信投寄deliveryofpackage/registeredmails
20.包裹/掛號信領取pickinguppackage/registeredmails
21.報紙/郵件/留言的傳送passageofnewspaper/mails/messages
22.派送程序sending-offprocess
23.車輛預訂vehiclereservation
24.內部用車vehicleuseagewithinhotel
25.車輛維修vehiclerepair
26.車輛加油vehicleoiladding
27.日常工作daliywork
28.車輛清洗carwashing
29.行車記錄recordofvehicleusage
30.車輛月報告monthlyvehiclereport
31.車輛鑰匙管理managementofvehihclekeys
32.車輛運作管理managementofvehicleoperation
33.司機操作程序driver’soperationprocess
34.機場送機airportsending-off
35.機場接機airportpick-up
36.穿梭巴士airportshuttle
37.司機管理drivermanagement
38.車匙及證件管理managementofcarkeysanddrivinglicenses
39.車輛日常管理dailyvehiclemanagement
接待Reception
任務排列描述
TaskNo: Description
1.政策與程序policyandprocess
2.電話禮儀telephonecourtesy
3.接電話準則principleofansweringphone
4.接聽電話標準standardofansweringphone
5.住宿登記管理managementofregisteration
6.散客入住辦理checking-inforwalk-ins
7.團隊入住checking-inforteam
8.團隊相關事項辦理relatedprocessforteamthatchecksin
9.老弱病殘客人入住checking-infortheold,weak,silk,anddisable
10.貴賓接待VIPreception
11.住房押金deposit
12.延住extension
13.加床extrabed
14.換房roomchange
15.日租房dailyrentroom
16.免費房complimentaryroom
17.自用房houseuse
18.房價變更adjustmentofroomprice
19.房價差異roompricedifference
20.客房展示roomshow
21.排房原則principleofroomarangement
22.當日排房roomarrangementoftheday
23.提前排房roomarrangementinadvance
24.超額預訂extrareservation
25.留言message
26.接送服務picking-up/sending-offservice
27.回頭客/長住客returnedcustermer/long-stayguset
28.預離跟催paymentrequestbeforedeparture
29.團體退房teamdeparture
30.手工結賬manualchecking-out
31.信用卡核查creditcardcheck
32.支票結算checkcheking-out
33.賬項分離accountanditemseperation
34.付款憑證remittancecopy
35.公司掛賬chargetocompany’spendingaccount
36.外幣兌換foreigncurrencyexchange
37.旅行支票兌換traveler’scheckdeposit
38.賬目拒付accountpaymentdenial
39.團體費用漏賬teampaymentomission
40.散客漏帳walk-inpaymentomission
41.客人投訴custermercomplain
42.處理投訴的準則principleofhandlingcustermercomplain
43.房間萬能鑰匙的管理managementofmasterkey
商務中心BusinessCenter
1.郵寄服務mailservice
2.設備租賃服務equipmentretalservice
3.文件裝訂documentbinding
4.傳真接收receivingfax
5.代發傳真服務sendingfax
6.長途電話代撥long-distancephonecall
7.打字服務typingservice
8.複印服務copyservice
9.翻譯服務translationservice
房間預定RoomReservation
1．電話促銷telephonepromotion
2．電話預訂telephonereservation
3．傳真預訂faxreservation
4．團體預訂teamreservation
5．訂房確認roomreservationconfirmation
6．擔保預訂guaranteedreservation
7． 房價確認confirmationofroomprice
8．訂房婉拒refusalofroomreservation
9．預定未到bookedyetnotarrived
10． 訂房變更reservationchange
11． 訂房取消reservationcancel
12． 預訂審核reservationcheck
總機Operator
TaskNo: Description
1.接電話禮儀telephonecourtesy
2.來電應答標準phoneansweringstandard
3.客房電話轉接connectingphonecall
4.電話轉接準則principleofconnectingphonecall
5.內部電話處理internalphonehandling
6.客人信息查詢guestinformationinquiry
7.電話號碼查詢phonenumberinquiry
8.叫醒服務morningcallservice
9.留言服務messageservice
..............................
