國際酒店前廳部管理手冊-RM-FO-GS-011 Front Office Typhoon Emergency Plan前廳部臺風應急方案

1、國際酒店前廳部手冊-酒店管理之家前廳部Front Office前臺服務(wù)程序國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務(wù)的起點。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標準運作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標準運作的政策和程序，確保前廳部運營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓的指導。使前廳部員工了解前廳的作用，了解前廳運作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDU

2、RES本地標準操作程序LSOP No.:RM-FO-GS-011Effective Date:Nov 1Division:RoomsRevised Date:Section:Front OfficePrepared by : Approved by:_SUBJECT:Front Office Typhoon Emergency Plan 前廳部臺風應急方案_OBJECTIVE目的：Ensure front office ambassador strict follow front office Typhoon Emergency Plan前廳大使根據(jù)部門運作需求嚴格執(zhí)行前廳部臺風應急方案POL

3、ICY政策：Ensure hotel operation smooth running during typhoon period. Reduce and avoid any damage of hotel loss. 確保臺風期間酒店運作順利進行。減少和避免臺風災害給予酒店的損失。Ensure we comfort our guest to let them feel safe.確保安撫客人，以致使客人感覺酒店是安全的。PROCEDURES 程序： Inform the guest (strictly according the instruction received by GM/RM)

4、about the forecast. Put notice board in the lobby and updated time to time depending on the situation. 通知酒店客人有關(guān)天氣預測情況（要嚴格按照總經(jīng)理或駐店經(jīng)理的指示）在酒店大堂設(shè)置告示牌，時刻更新臺風最新情況。Prepare the plan (according the occupancy) to move the guests in the odd or even room as per the expected direction of typhoon impact (the typh

5、oon change the direction during his action). 由于臺風天氣風向的改變，應依照當時住房率，制定好計劃來轉(zhuǎn)移酒店受臺風影響房間的客人。Delivery to the guests the recommendations issued in case of typhoon impact. 根據(jù)臺風影響程度的大小，向酒店客人說明情況。GSM has to check to closure of all the windows in the lobby area (include lobby corridor area and group check-in l

6、ounge). During the typhoon impact, it has to be controlled that no guests or associates stand near the windows. In case of wind over 103-117KM/H nobody has to stay in the public corridors or in the lobby (as risk of glass chips). If necessary, the person has to stay in the area opposite of the actua

7、l wind direction. 賓客服務(wù)經(jīng)理要查看大堂區(qū)域（包括大堂走廊區(qū)域及團隊接待處）以保證所有窗戶都關(guān)閉。在臺風天氣影響期間，確保每位客人及員工都不靠近窗戶。如果風速超過每小時103-117公里，要確保所有人都不接近公共走廊或大堂區(qū)域，以免被玻璃碎片劃傷。如果情況嚴重，所有人都必須暫時停留在與臺風實際風向相反的區(qū)域。The transportation has to provide to park the cars / buses far from the high trees. Buses can be used to make barrier for cars. All the

8、cars / buses has to refilled in advance. All the drivers have to be on call. 所有車輛都必須?？吭谶h離高大樹木的地方。大巴車可以給小汽車提供遮蔽作用。所有車輛都必須提前加滿油，所有司機都必須隨時代命，做好準備。The golf buggy has to be recovered indoor. 高爾夫球車必須?？吭谑覂?nèi)。All the cash flow has to be kept in a safe places, like Front Office safe deposit box, its should dec

9、ided by Front Office Manager and Financial Controller.所有流動現(xiàn)金都必須放置在安全的地方，如前廳部保險箱，具體位置應由前廳部經(jīng)理及財務(wù)總監(jiān)共同討論決定。10 well charged emergency torches are kept with Delight To Serve為您服務(wù)中心應準備好10個充好電的應急手電筒。2 sets of rain coat and rain boots are kept in Concierge store room 禮賓部行李房應準備好2套雨衣及雨鞋。Chief Concierge or most

10、senior Concierge Shift Leader has to on duty and control the flight information. The information should be posted in the lobby and also distribute to Resort management once updated. 禮賓部經(jīng)理或禮賓部主管必須在崗，隨時掌握航班信息。航班信息要張貼在大堂并通知酒店各部門航班更新情況。GSM and Delight To Serve are responsible to handling all the guest r

11、equire and complaint. 賓客服務(wù)經(jīng)理同為您服務(wù)中心一起負責處理所有客人的要求與投訴。The Coaster and cars should be stand by right after the flight back to normal and provide chargeable Airport transportation service to all in-house guests only. The price should be decided by Resident Manager and Front Office Manager. 一旦航班恢復正常，必須準備好車輛只為酒店客人提供接送機服務(wù)。具體價格由駐店經(jīng)理及前廳部經(jīng)理決定。Front Desk Supervisor is accountable to print back up report (Arrival Report, Departure Report, In-House Report, VIP Report, and Vacant Rooming List) at least once 2 hours or depending on the situation. 前臺主管，至少每隔兩個小時或依情況而定，要負責打印出反饋報告（包括客人抵店報告，客人離店報告，住店客