1、酒店保安部制度与程序（餐厅治安、商场安全）编 制： 审 核： 批 准： 版 本 号: ESZAQDGF001 编 制： 审 核： 批 准： 版 本 号: 制度POLICY餐厅治安管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:餐厅治安管理制度：1、 餐厅在正常营业期间的安全管理由各餐厅经理负责；2、 各餐厅迎送员和服务员要维持好用餐秩序，不准利用职务之便为自己的亲友熟人优先安排座位；3、 餐厅客满时，应请客人在餐厅外面排队候位，不能让客人进入餐厅自行找位；4、 对正在用餐的客人，迎送员和服务员要照看好2、客人随身携带的物品，及时提醒客人保管好，防止他人顺手牵羊偷走财物；5、 餐厅服务员与客人发生矛盾，还未达到构成治安案件的，应由餐饮部按照层次管理的原则进行处理；6、 餐厅如有重要宴会或大型宴会、酒会，保安部必须派保安员在门口负责维持治安秩序；7、 客人用餐完毕，服务员应及时检查，防止客人遗留物品。制度POLICY送货人员管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:送货人员管理制度：1、 外来供应商向酒店及客人提供货物时，必须从酒店员工通道进入；2、 提供货物的人，必须将身份证交由岗上保安员登记。并3、换发送货证，送货人 在送货结束后用送货证明换回身份证；3、 送货人员须在酒店规定的通道内行走，并佩带送货证，以便随时接受保安员检查；4、 保安员执行任务时以保安部颁发的“送货人员管理规则”为准，如发现送货人员有违章行为，视情节轻重作出通知整改至驱逐处罚。 制度POLICY大堂营业秩序管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:大堂营业秩序管理制度：1、 保安员24小时定岗；2、 保安员任务针对大堂内可能发生的各类突发事件；3、 禁止衣冠不整、携带家畜入酒店；4、 对大堂沙发上瞌睡、喝饮料、大声喧哗4、小孩四周乱跑、坐姿不雅等加以劝说纠正；5、 保安员对于聚集在大堂或门前的“无职业水准的小姐”应劝其离开或者给予警告；6、 保安员还必须配合大堂副理及大堂吧经理处理诸如客人拒付款以及客人行为不合常态等情况；7、 “无职业水准”标准是：相貌丑陋，举止有伤风化，衣着妆扮有伤风化。制度POLICY客房配匙安全监督制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:客房配匙安全监督制度：1、 值班经理接到客人丢失、损坏锁匙或为某些调换某间客房锁匙时，必须通知保安主管至前台保险箱处，领出万能锁匙；2、 保安主管应陪值班5、经理一起上客房至工作结束；3、 每次至保险箱处领出或放回锁匙时需要记录上签名，另保安主管还需在保安值班记录上注明。制度POLICY夜间开仓安全监督制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:夜间开仓安全监督制度：1、 遇各仓管员工下班后，各部需紧急领取物品时，由领用部门知会值班经理，值班经理通知保安当值主管到场后领取锁匙并签名；2、 至仓库内拿出的物品，各部门要独立记录，保安部主管也必须在场，保安在值班记录上注明；3、 领出物品后，部门人员必须共同检查门锁情况并将锁匙归还，签名确认。 制度POLICY6、要害部门管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:要害部门管理制度；1、 凡能影响全面安全的部门（位）均为要害部门（位），包括供电房、锅炉房、空调机房、水泉房、工程部调度室、电话总机房、电梯房、消防中心、银行、各收款点以及总经理室等，要害部位要有明显标记；2、 凡被列为酒店一级的要害部位，非该处工作人员及其主管上级，未经总经理批准不得入内。其他因工作需要经批准后进入的人员要由该部门工作人员记录进工作日志；3、 凡在要害部位工作的员工要忠于职守，责任心强，认真学习技术、安全生产 和消防知识，熟悉并7、严格遵守操作规程，执行安全责任，积极做好安全工作， 对安全承担责任；4、 一切要害部位，严禁携带易燃易爆等危险物品进入或储存；5、 消防设施、器材要加强管理，严禁移作他用，经常检查，保证完好；6、 对机械设备、线路管道、仪表、阀门、开关等要建立定期维修保养制度，班前班后，保证安全生产；7、 保安部、消防中心要会同有关部门定期对要害部位的安全岗位责任制落实情况进行检查，发现问题应限期整改。 制度POLICY超限额消费者管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:超限额消费者管理制度：1、 酒店帐款的8、催收工作由大堂副理负责。保安部和财务部要及时提供信息，协助大堂副理做好催收工作；2、 财务部应按催收工作的原则，催收的具体操作规程，对超限额消费的客人进行催收工作；3、 在客人未付清欠款时，由财务部信贷组提供催收过程及客人的详细资料呈报大堂副理制定处理方法，并报总经理批示；4、 在催收工作过程中，大堂副理可根据实际情况：1） 指定保安派岗位注意客人动态，不能让客人随便离开酒店；2） 指定客房部注意掌握客情，有任何情况变化即报告大堂副理和财务信用组；3） 抵押客人证件或其他有价值物品，限期付款，直到收到欠款为止。 制度POLICY逃帐客人管理制度编号REF CODE执行职位POSITION RE9、SPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:逃帐客人管理制度：1、 如收银处发现客人不愿交订金，一方面要礼貌地请客人预付款，并作好解释，另一方面要将情况报告大堂副理；2、 收银处输单发现客人一次性高额签单，应报告财务主管，并查清客人的情况，密切注意客人的以后消费，若有可疑情况即报大堂副理；3、 对于证实确实已离开酒店的逃帐客人，由财务部将逃帐客人的详细资料（客人情况，消费情况）提供给保安部。如需立案侦查的，由总经理批准后，保安部开展侦查工作。每日凌晨2：007：00客房登记制度：1、 凌晨2：007：00保安员在酒店大堂及客房电梯口设岗；2、 对持酒店贵10、宾欢迎卡及锁匙的客人给予放行；3、 对此时来访人员，保安员将通知房客至前台做来访登记；4、 对于明显违法行为，保安员将拒绝进行，甄别是否具有违法行为，由保安员与大堂副理共同进行。制度POLICY酒店商场安全管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:酒店商场安全管理制度：1、 掌握活动于商场范围的客人动态，维护商场区域的秩序，注意发现可疑情况，并及时报告；2、 重点保护珠宝柜、银行、古董柜等贵重物品柜台；3、 提高警惕防止以购物为由的人混进购物人员中进行扒窃、盗窃及诈骗活动；4、 营业员应认真验证11、钞票、信息卡，防止使用假币、失效信用卡进行套购、诈骗；5、 营业柜内商品（包括陈列品）由本柜营业员负责保管，原则上“谁主管谁负责”6、 保安员无特殊情况不得进入营业柜内，一旦发生或接获紧急情况、信息要及时赶赴现场查处；7、 劝告游客不要在商场区域闲坐聊天。制度POLICY外来施工人员管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:外来施工人员管理制度：1、 外来施工单位的人员施工前必须到保安部消防中心办理手续，并接受安全教育后方能施工；2、 施工人员一律佩戴临时出入证进酒店，进出酒店自觉接受保安人员检12、查，携出物品（私人物品除外）一律凭雇请部门负责人签发的出闸纸放行，凡有证不戴，无证进酒店，使用过期证件，冒用他人证件均属违反管理规定；3、 施工人员要注意仪表仪容，不得赤脚，不准许穿背心、拖鞋进酒店；4、 施工人员严格执行酒店的有关规定和施工的要求。按指定的路线行走活动。不得擅自进入客房区，不得使用客用设施，未经批准，不得使用员工福利设 施（洗澡房等）；5、 施工单位及施工人员严格执行酒店的消防、动火、用电和使用易燃物品的有关规定；6、 施工人员在进场前办理进入酒店登记手续，进场施工时佩戴由保安部核发的出入证，不得在施工的楼层、地点接待来访亲友，不得留宿客人；7、 违反以上规定者，将视情节处罚13、直至拒绝有关人员进酒店施工，若属施工单位管理不善，将责成该单位责任人限期改正，否则将上报执行总经理取消施工合同。制度POLICY协助外部门处理事件制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:协助外部门处理事件制度：1、 遇本部门要求外部门配合时需通报各部门当值经理，由各部门当值经理派出责任人与本部门一起完成；2、 遇外部门要求本部门配合时，需知会本部门当值经理，并由本部门派出责任人跟办；3、 遇经常需完成之事，如消防、技防报警、进入客房等，请参照各专项执行制度。 制度POLICY消防培训管理制度编号R14、EF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:消防培训管理制度：1、 酒店新员工的入职消防培训，教授酒店各部门的消防设备及各种设备的使用及其维护保养；2、 酒店在职员工的消防培训，培训有关预防措施，考核消防器材知识和操作程序；3、 将培训结果转送培训部，做为员工评估及其工作评级的一种标准；4、 培训实行签到制，不准缺席，若有急事处理，必须报请部门经理审批后执行。消防演习管理制度：1、 由保安部经理编写演习程序，上交主管消防的驻店经理审核；2、 由保安部安排各部门的演习工作；3、 填写消防演习记录；4、 总结各项演15、习经验。消防检查制度：1、 每周由消防主管检查各处消防工作；2、 每周检查消防工作后，填写检查记录；3、 对不合格之部门填写整改通知书；4、 每年全面检查一次，根据结果进行总结评比工作。 制度POLICY消防器材保养制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:消防灭火器材保养制度：1、 消防设备如报警装置、消防泵、排烟阀等，维护机械部件由工程部负责检查，保安部配合；2、 烟感报警器、雨淋器等由消防主管及各部门当值保安检查，发现残缺或破损会同工程部一起更换；3、 灭火器及时检查，发现压力不足的及时灌液；16、4、 对放置消防设施处，保安部应绘制图示交与消防部门备案；5、 对租户的消防设备的检查将由值班经理、保安部、物业部一起进行，发现问题将责令更换，同时将租户应当放置灭火设备的图示交由消防部门备案。制度POLICY酒店消防操作管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:酒店消防操作管理制度：1、 酒店执行总经理为酒店防火责任人；2、 日常消防管理工作由酒店保安部具体负责，做好日常的消防计划，检查和培训工作；3、 酒店设立安全防范小组，成员由执行总经理和各部门总监、经理组成，负责定期检查全酒店消防工作的17、执行情况和完成质量；4、 酒店任命三级防火责任人，一级为资深服务人员，负责每日检查班组防火工作的执行情况；二级为主管，负责重点检查所管班组防火工作的落实情况；三级为部门总监、经理，负责抽查和定期全面检查部门防火工作的执行情况和完成质量；5、 发生火灾时，成立火灾现场临时指挥中心，成员由执行总经理、保安部经理、总工程师、火灾现场所在部门总监、经理和大堂副理组成，执行总经理任总指挥。若火灾发生时，执行总经理不能到场，也未指定代理人时，则由驻店经理及总工程师担任总指挥。制度POLICY酒店消防管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERN18、ED执行程序PROCEDURES:酒店消防管理制度；1、 如发生火灾，值班员应立即先将楼层总电掣关闭，切断电源，防止爆燃。情况严重紧急时，边抢救灭火，边报办公室和消防火警电话。报警时要准确清楚地说明单位、街道、门牌、报警人姓名及联系电话，待消防队把情况听清楚后才可放下电话筒，同时报警人要到路口、通道接应消防车赴现场救火；2、 各部门员工知道酒店有失火，领导应带头，正确使用灭火工具（如1211灭火器、消防栓），应及时赶到失火现场参加扑救，准备灭火的消防栓或立即使用消防灭火。有领导在场由领导指挥，如领导不在时，则由在场员工商量决定，作出果断的措施，立即行动灭火；3、 如发生着火、大火，知情不报或不19、坚守岗位，离开现场，临阵逃脱者，按其情况严惩程度给予行政处分，并追究事故责任；4、 学习消防知识，人人懂用灭器具和设备，每月检查一次消防设备，地下消防栓和消防水泵，保证灵活好用。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE228制度POLICY日常消防管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:日常消防管理制度：1、 消防宣传教育能加强酒店员工的防火意识，认识防火的重要性，处理火警的原则：任何火警的信息都必须认为是真的，有关人员必须第一时间奔赴现场，进行察20、看或扑救；2、 宣传教育的内容包括：消防规章制度，防火的重要性，防火先进事迹和案例等；3、 宣传教育可采取印发消防资料、图片，组织人员学习，请专人讲解，实地模拟消防演练等方式进行；4、 义务消防员的培训工作由保安部具体负责，各部门协助进行；5、 保安部全体员工均为义务消防员，其他部门按比例培训考核后定为义务消防员；6、 保安部主管负责拟定培训计划，由保安部专案领班协助定期、分批对酒店员工进行消防培训；7、 消防培训的内容包括：1） 了解酒店消防要害重点部位：配电房、保安部、煤气库、货仓、厨房、锅炉房、客房、商场等；2） 了解酒店各种消防设施的情况，掌握灭火器的安全使用方法；3） 火灾时扑救工作21、的知识和技能，自救知识和技能；4） 组织观看实地消防演练，进行现场模拟培训；政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE229 制度POLICY日常消防管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT. CONCERNED执行程序PROCEDURES:8、 培训后进行书面知识和实际操作技能考核合格者发给证书，挑选优秀者给以奖励；9、 防火检查是发现和清除火警隐患，落实消防措施，预防火灾事故的重要手段；10、防火检查分为三个方面：1） 保安部人员巡视检查，发现隐患，及时指出和帮助处理；2） 各部门人员的分级检查22、。第一级是班组人员每日自查；第二是部门主管重点检查；第三是部门总监、经理组织人员全面检查或独自进行抽查；3） 当地消防监督机关的定期检查；11、防火检查的内容：1） 员工对防火安全的意识和重视程度；2） 各部门安全防火规章制度、操作规范健全，防火设备齐备；3） 各部门人员按安全防火规范的程序进行操作；4） 各种设备、物品（尤其是易燃易爆品）的存放符合防火的安全要求。12、酒店员工一旦发现有火警，能自己扑灭的，立刻采取措施，根据火警的性 质，就近使用水或灭火器材进行扑救；13、火势较大，应立刻通知就近其他人员或巡查的保安员进行扑灭工作；14、若火势发展很快，无法立刻扑灭时，应立刻通知总机接线生，23、执行火灾处 理的扑救管理制度。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE230制度POLICY布草房和货仓防火管理制度：编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:布草房和货仓防火管理制度：1、 任何情况下，不得在布草房和货仓内吸烟，使用电炉和未经许可的其它动火操作；2、 房内不得过量储备汽油，天那水等特别易燃物品，对这些物品的管理必须特别注意；3、 布草和货物的堆放必须按安全规定执行，并注意保持室内环境的清洁、干燥和通风；4、 发生火灾时，注意将易燃、易爆物品24、搬离现场，并对火区进行必要的隔离。工程部防火制度：1、 工程部内严禁吸烟和未经许可的任何动火操作；2、 工程部人员必须经常检查本部门电机设备和系统，发现隐患，及时进行处理；3、 定期对电机设备和系统进行检查，清洁工作；4、 严禁电机设备超负荷动转使用；5、 工程部严禁放置一切易燃、易爆物品；6、 经常检查部内消防系统和消防器材是否处于完好状态；7、 发生火灾时，注意先切断和关闭有关电机设备和系统的电源。制度POLICY酒店防火管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:酒店防火管理制度：1、 酒店25、内部不准存放易燃易爆、有毒和腐蚀物品，禁止在大楼内及房间阳台燃放烟花、炮竹；2、 客房内不准使用明火电炉、煤气、柴油炉以及大功率的电器设备。确因工作需要应经消防中心同意后方可使用，并做好登记，不准将衣物放在台灯架罩上烘干，不准在房间内焚烧东西；3、 配电房内不准堆放物品。布草间、楼层小仓库内不准吸烟。消防分机旁边不准摆放任何杂物。严禁将洗涤剂放在垃圾、衣物滑道口周围；4、 各通道楼梯出口等部位要保持畅通，疏散标志和安全批示灯要保证完好；5、 装有复印机、电传机、印刷机的部位禁止吸烟、使用明火。用酒精清洗机器部件时，要保持室内通风，进行大量清洗机器时，要到室外通风的地方进行。如无法移动机器时，必26、须打开门窗，保持室内空气流通。沾有油墨和易燃物品的纸张、油布要装在有盖的铁桶里并要及时清理。机器周围不准堆放可燃物品和废纸。制度POLICY物资仓库防火管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:物资仓库防火管理制度：1、 仓库内的物品要分类储放，库内留出主通道1米至1米半。货物与墙、灯、房顶之间保持安全距离；2、 仓库内的照明灯限额60瓦以下白炽灯，不准用可燃物做灯罩，不准用碘钨灯、日光灯、电熨斗、电炉、电烙铁、电钟、交流电收音机、电视机、电茶壶等电器设备，化工仓库的照明灯具设防爆型装置，仓库内27、保持通风。各类物品要标明性能名称；3、 仓库的总电源开关要设在门口外面，要有防雨、防潮保护、每年对电线进行一次绝缘检查，发现可能引起打火、短路、发热和绝缘不良情况，必须及时维修更换；4、 物品入库时要防止挟带火种，潮湿的物品不准入库，物品入库半小时后，值班人员要巡查一次安全情况，发现问题及时报告，堆积时间较长（几年）的物品要进行翻堆清仓，防止物品积热产生自燃。 制度POLICY厨房餐厅防火管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:厨房餐厅防火管理制度：1、 使用酒精炉时不要往正燃烧的酒精炉添加酒28、精，备用酒精存量不得超过二天用量，放在备餐间专人保管，总备用酒精由仓库管理部负责保管。2、 使用液化气点心车时，必须严格执行安全操作规程，使用前要检查输气胶管、气瓶，发现漏气应停止使用，并报告液化站人员进行处理。在餐厅内发现气着火时，立即将车推出餐厅外面通风的地方处理。开炉时先点火后开气，点火后才能推入餐厅。使用的小气瓶，要有专人管理，运输时搬瓶上落不准乘电梯；3、 各厨房厨师开炉前先开风门，然后先点火种火等气，下班后要关牢气阀，熄灭火种；4、 各餐厅营业期间，各出口的门不得上锁，保持畅通；5、 每季度或半年清洗一次厨房抽油烟机及管罩，厨工清洗厨房时，不要将水喷洒到电插座电开关处，防止电器短路29、引起火灾；6、 热油开炸时，注意控制油温，防止油锅着火。制度POLICY消防设备管理制度编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:酒店消防设备管理制度1、 全酒店的烟感器每年由消防中心组织测检1-2次；2、 自动灭火喷淋管道，每年由消防中心和管工班组织排放检查一次；3、 每季度由消防中心或水泵班放水检查一次酒店内的地上消火栓；4、 消防水泵每半年由消防中心和水泵班手动或自动启动检查一次；5、 油库的灭火装置每半年由消防中心检查测压一次；6、 气站的电子鼻的信号每季度由液化站测试一次信号； 酒店的消防加压30、送风、排烟风机，每月由工程部门启动运行测试检查一次；7、 消防总控制联动系统每年由消防中心和工程部及有关部门联合启动运行检查8、 酒店的各种电器设备，每年联合进行一次检查；9、备用发电机，由工程部根据设备检查安排时间定期启动检查；10油库的固定泡沫灭火装置，每隔一年至一年半由消防中心监督油库更换药 剂一次，其它器材损坏的要及时更换；11、各部位的轻便手提式10升、推车式65100升的泡沫灭火器，每年由消防 中心监督各种部位更换药一次，其它器材损坏的要及时更换；12、酒店建筑物内凡存放有物品的地方，有人员活动的地方、公共场所、娱乐场所，楼层间、机房、电房、气站、油库、厨房、办公室等部位视不同情31、况配备轻便手提式灭火器材，由管辖部门负责维护保管及外表的清洁卫生，摆放消防器材的地方不得堆放杂物，改变消防器材摆放的位置时，要经消防中心同意，有损坏消防器材要罚款，情节严重的要追究责任。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE235制度POLICY驻店客人丢失财物的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:（一） 保安部接到报案后，由保安部经理派人迅速赶到大堂副理处。1. 携带好访问笔录纸、照相机、手电、手套等所需用具。2. 认真听取失主对丢失财物过程各32、个细节的说明，详细询问丢失物品的特征。3. 通知有关部门、岗位的领导、并留下与丢失案件有关的人员。4. 客人明确要求向公安机关报案或丢失财物数额价值较大时，保安部应立即报告公安机关，同时保护好现场，即在公安人员到达前，现场不许任何人进出，不许移动拿走或放入任何物品。发生在公共场所要划出保护区域进行控制。（二） 失主不要求报公安机关或公安机关未到现场时，保安部随同失主和客房行政管家迅速赶到现场。1. 到达现场后，首先查看现场是否遭到破坏，如现场完好，立即进行拍照；2. 认真听取失主对现场情况的陈述，查看失主物品被翻动的情况，注意发现有无犯罪分子遗留或抛弃的物品，以及可能留下指纹的纸张、杯子、皮夹33、等。如有，要带好手套或用干净的软纸小心提取，然后放入干净的塑料袋或纸盒内以备技术鉴定用；3. 如需提取客人物品做鉴定，必须征得客人同意。（三） 做好访问笔录1、 首先查验失主护照是否与持照人一致，然后核对所失物品在海关申报单上是否 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE236制度POLICY驻店客人丢失财物的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES: 登记，注意登记的数量、种类、型号是否相符；2、 详细记录以下情况：1) 失主的姓名、年龄、性别、国籍、34、职务、来访目的、来店离店日期和具体时间，去向等；2) 丢失物品的准确时间，最后见到所失物品的时间；3) 丢失物品的准确地点、位置；4) 丢失物品的名称、种类、型号、数量、特征、新旧程度、特殊标记、有无上保险等；5) 丢失前是否有人来过房间。诸如亲朋探望、打扫房间、工程维修、洗、送衣物等情况。失主有无怀疑对象、根据等；6) 失主有何要求。例如开据丢失证明或要求酒店赔偿。（四） 对现场进行仔细检查对床上床下、衣柜里外、床头柜、酒柜、电视柜里外、沙发、窗帘、浴室、浴室顶棚、冰箱等处都要查到。委婉地征得客人同意后对其箱、包行李进行查找。楼道里的服务车和有关部位也要检查。（五） 进行调查和处理1. 对案35、件涉及人员进行谈话，调查了解案发时的情况政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE237制度POLICY驻店客人丢失财物的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:1) 接触现场的所有人员，谁先进入、谁先离开等情况；2) 接触现场的时间、工作程序、所处的位置、现场状态的回忆等情况；2. 对物品丢失时的当班服务员，逐一谈话，如已下班，立即将其从家中找回，涉及两人上的要分别谈话并注意保密以防串供；3. 通过调查排除的重点嫌疑人员，要尽快取证，做到情节清楚，准确36、无误；4. 调查处理时，要摆事实、讲道理、重证据严格注意政策；5. 拿出处理意见，经领导批准后执行。制度POLICY火情的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT. CONCERNED执行程序PROCEDURES:火情的处理为预防火灾事故发生，或扩大和蔓延，酒店设灭火总指挥部，指挥部设在酒店消防中心，总指挥由酒店总经理或值班经理担任，如果发生火灾，总指挥对火灾事故有直接指挥、下达命令、组织抢救的权力，其处理规范如下：1. 火情报警：1) 发现火情打店内报警电话任何人在酒店发现火情，都有责任及时报警，报警时要讲清起火具体地点、燃烧何物、火势大小、报37、警人身份、姓名及所在部门和部位；2) 如有可能应先灭火，同时报消防中心，并保护现场。如火情紧急，应立即打开墙上的报警装置报警，迅速使用轻便灭火器灭火。3) 发现火情时绝对不能高喊“着火了”，如果火势较大，必须迅速报告酒店总指挥，经总指挥同意后才能打119报警电话。2. 火情确认：1) 消防中心接到报警，或电话报警后，应立即通知值班经理携带万能钥匙赶到现场，同时保安部消防应携带对讲机赶到现场，确认火情势态，立即采取行动；2) 确认火情时应注意不要草率开门，先试一下门温，如无温度可开门查看；如温度较高，可确认内有火情，此时如房间内有人，应先设法救人，开门时不要将脸正对开门处。政策制定人PREPAR38、ED BY审批人APPROVED BY采用日期EFFECTIVE239制度POLICY火情的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:3. 火情通报1) 消防中心立即通知电话总机，告之火情已确认，按程序进行操作，另一人携带对讲机和应急灯赶到现场协助指挥人员工作。2) 电话总机按火情迅速通知有关部门：执行总经理或驻店经理或值班经理、保安部、工程部、管家部、前厅部、销售部、医务室及其他部门。4. 成立临时救火领导指挥机构。其主要任务是：1) 组织指挥救火；2) 根据火情决定是否向市消防局报警，是否关闭送39、风机组或回风机组，是否切断电源和电器，是否发布疏散命令；5. 义务消防队行动：义务消防队接到通知后立即赶到现场，由负责人简单介绍火情，分配任务； 队员持灭火器材乘消防电梯赶赴现场，按程序灭火，随时将工作进程报指挥部。6. 各部门采取相应行动：1) 保安部行动：经理携带对讲机、袖标迅速到消防中心协助总指挥发布命令；除中心留一人留守联络外，其余人均携手电筒、对讲机迅速赶到现场。各岗位保安领班带保安员维持秩序，控制酒店大门，严守各岗位，阻止外人进入酒店；2) 工程部行动：总工程师迅速到消防中心接受指令；各部位员工留一人坚守工作岗政策制定人PREPARED BY审批人APPROVED BY采用日期EF40、FECTIVE240制度POLICY火情的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES: 位，做好各种工作准备；其余人员立即赶到现场，按指令救火。3) 管家部行动：行政管家带上万能钥匙赶到消防中心接受指令；主管、服务人员带区域万能钥匙赶到现场待命；服务中心留一人值班，并向总指挥报告失火楼层的客人人数；4) 医务室行动：医务室人员待命，迅速准备好急救包、担架等；根据命令派人到火灾现场救人，及时抢救伤病人员，并负责与急救中心取得联系。人事部组织各部门员工沿消防楼梯撤离到指定的安全地点，并负责安全地点组织工作41、；5) 其他部门行动：接通知后，各岗位人员坚守岗位待命，并继续有条不紊的工作。7. 必要时的客人疏散：根据火情决定是否需要全面疏散客人，疏散命令由总指挥下达，具体办法：1）消防控制中心负责用紧急广播逐层通知：先通知着火层和与其紧临的上下两层， 其次是着火层的上面各层，第三是着火层的以下逐层，广播通知时千万不能将紧2） 紧急广播同时全部打开。3） 销售部、管家部负责组织客房服务员引导客人疏散；4）前厅部经理负责组织人员将疏散下来的客人安排到安全地点，并一定要保存全酒店 的住客名单及上岗员工名单。安全地点的选择首先考虑临近的酒店。8. 与专业消防队配合，具体办法：政策制定人PREPARED BY审42、批人APPROVED BY采用日期EFFECTIVE241制度POLICY火情的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT. CONCERNED执行程序PROCEDURES:1) 各部门接到火情通知后，除按指定任务执行外，其余人均应原地待命，听候指示；2) 保安部负责维持好秩序，根据情况疏导车辆，以便消防车顺利到位；3) 前厅部派人到门前引导消防队到出事现场；4) 工程部派人向消防队介绍消防水源和消防系统情况，并视情况或按总指挥的命令决定断电、断煤气；5) 专业消防队到场后，现场指挥要将指挥权交出，并主动介绍火灾情况，根据其要求协助好疏散和扑救工作43、。9. 当指挥中心下达撤离命令时，除执行灭火任务的人员外，其余人员由人事部组织沿各消防通道有秩序地撤离到指定的安全地点，由人事部组织各部门主管维护好安全地点的秩序，并清点登记到场的人员。10. 善后处理工作：1) 全面疏散后，各部门要清点自己的人员，检查是否全部撤出危险区域，前厅部要清点客人，防止遗漏；2) 行政办公室视情况负责与自来水公司、煤气公司、医院等单位联系；3) 餐饮总监视情况准备仪器饮料、安排好疏散人员的临时生活；4) 工程部在火灾扑灭后，应及时关闭自动水喷淋阀门，更换损坏的喷头或其他消防设备，并使所有的消防设施恢复正常；政策制定人PREPARED BY审批人APPROVED BY44、采用日期EFFECTIVE242制度POLICY火情的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:5) 保安部负责保护现场，并重新配备轻便灭火器。11. 应急救火工作中需要注意的事项：1) 当火情由酒店自己组织力量可以扑救时，不惊动消防机关；2) 总指挥部设在消防中心总指挥由执行总经理或驻店经理担任，所有命令由其下达；3) 火情发生后，所有对讲机应处于待命状态，当总指挥呼叫时，要用简明的语言准确报告情况；4) 管家部、销售部在实施疏散计划时，将客人按一路纵队排列从防火梯疏散，千万不要乘电梯，一定要防止45、不知火情的客人再回到房间；5) 客房服务员负责检查疏散情况，检查内容包括：床上、卫生间是否留有未听到疏散通知的客人；是否留有行动不便的客人；是否留有未熄灭烟头和未关闭的灯；主要出入口是否畅通。客房服务中每检查完一个房间，就用粉笔在门上画“”，表示此房已检查；6) 当检查完所有房间和公共区域并证实没有客人后，客房服务员立即随其他人一道撤离。制度POLICY诈骗犯罪问题的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT. CONCERNED执行程序PROCEDURES:（一） 防止住店不法人员的诈骗1. 凡是住店人员入店时，必须填写住房登记卡，预交住房押金，46、前台服务人员要严格执行公安局关于住宿客人必须持有效证件（护照、身份证）办理住房登记手续的规定，本人需与护照、身份照片相符，不符者不予登记，并及时报告保安部和前厅经理。2. 对使用支票付帐的国内客人，要与支票发出单位核实，发现问题要机智地将持支票人留住，速报保安部，待保安人员赶到后一起进行处理。3. 如住店宾客在酒店消费超过预付押金，可要求其追加押金或直接结算。（二） 防止使用信用卡或假币进行诈骗1. 酒店各岗位收款员同要保持高度警惕，熟悉银行通报终止付款的“黑名单”，坚持检查复核制度，堵塞漏洞。2. 注意检查货币的真伪，特别是大面值的货币，发现假钞要速报保安部，由保安部和财务部出面处理；3. 47、发现持有止付的信用卡、假信用卡、假币者，应采取以下措施：1) 同发卡银行联系，确定信用卡的真伪，一经确认是假信用卡或假币，立即将其信用卡、假币、护照、证件扣留；2) 及时通知警卫到场，控制持假卡币者，防止其逃离或做出危害安全的行为；3) 打电话先后报告值班经理、财务部和保安部。经保安部初步审理，视情况报告公安机关。制度POLICY打架斗殴、流氓滋扰的防范及处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT. CONCERNED执行程序PROCEDURES:（一） 防范1. 注意观察成群结队来店的青年（言谈举止、有无酗酒），同时，注意发现可疑迹象和闹事苗头。48、2. 保安部巡视人员在巡视过程中，注意观察酒吧有无饮酒过量的客人，发现后要及时劝阻，并通知大堂副理和酒吧负责人将客人劝离。3. 酒吧服务员应严格控制客人的饮酒量，发现饮酒过量的客人要立即报告在场的警卫人员，同时停止向他出售烈酒。4. 听到或看到有打架、流氓滋事以及公安机关查控通报通缉的可疑对象及时报告在场警卫人员。（二） 发生打架斗殴、流氓滋扰事件的处理程序1. 报警：一旦发现打架斗殴、流氓滋扰事件，在场服务员要及时报保安部。报案人要讲明发案地点、人数、国籍、闹事人员是否携带凶器，并报告自己的姓名。2. 保安人员接到命令后立即赶到出事现场，将斗殴双方或肇事者分开把肇事者带到办公室处理。3. 保49、安部人员到现场检查发现遗留物，查清酒店是否遭受损坏、损坏程度、数量。4. 如事态严重，有伤害事故发生，保安部应及时与当地派出所或公安机关联系。5. 在将殴斗人带往保安部途中，要提高警惕，以免其逃跑。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE245制度POLICY打架斗殴、流氓滋扰的防范及处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:6、夜间值班经理：接到报告后，立即到达现场，发出控制事态发展的指令。负责弄清 双方当事人的身份、国籍、居住地点，并进行必要的处理。50、制度POLICY抢劫、暗杀、凶杀、枪杀等暴力事件的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:抢劫、暗杀、凶杀、枪杀等暴力事件的处理（一） 报警程序员工发现异常情况应：1. 打内线电话报保安，镇定说明本人身份、发现案件时间、地点及简要情况。2. 保安部人员迅速到达现场，确认后，做好保护现场工作，通知总机值班员由其通知有关领导立即赶到现场。3. 视具体情况，由保安部负责立刻向公安机关报告所发生的情况。4. 总机值班员接到保安部报警后，立即通知以下人员到场：1) 夜间值班经理、发生以上事件的部门总监、经理51、。2) 房务总监、驻店经理、执行总经理。3) 医务室、司机班。（二） 各部门人员到场后的职责任务。1. 保安部1) 携带必要器材和电警具、报话机、记录本、手电等。2) 布置警力保护现场，划定警戒线，控制人员进入，维护现场秩序。3) 向当事人、报案人、知情人了解案情并记录。4) 对现场进行拍照。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE247 制度POLICY抢劫、暗杀、凶杀、枪杀等暴力事件的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:5) 协助抢救伤员，如需52、送往医院应与医务人员一同前往，并酌情向伤员了解记录有关案件发生的情况。6) 配合公安人员检查现场。7) 如发现罪犯正在行凶或准备逃跑，立即抓获并派专人看守，待公安局来人后交给公安人员处理。8) 有绑架、扣押案件发生，立即报公安机关，控制事态发展，采取必要措施。9) 做好善后工作，包括清点客人财物等。2. 值班经理1) 负责协调各部门的工作。2) 立即向执行总经理、现场最高领导汇报案情。3) 组织对受伤人员的抢救。4) 记录整个案件的处理情况。3. 前厅部1) 安排行李员运送伤员。2) 安排送信员传送各种信息。3) 提供调查案件的临时办公地点。政策制定人PREPARED BY审批人APPROVE53、D BY采用日期EFFECTIVE248制度POLICY抢劫、暗杀、凶杀、枪杀等暴力事件的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED4) 完成执行总经理、现场最高行政长管交办的一切任务。5) 登记保管客人遗留下的财物及行李物品。4. 管家部1) 准备万能钥匙，以备急用。2) 提供抢救伤员所用布巾及所用物品。3) 准备手电及接线板，供照明使用。4) 随时准备接受新的任务。5. 医务室1) 到场后负责对受伤者进行救护。2) 负责与急救中心联系救护事宜。6. 司机班负责保障办案，救护伤员用车。制度POLICY爆炸及可疑爆炸物品的紧急处54、理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:爆炸及可疑爆炸物品的紧急处理为了确保住店宾客及员工的人身财物不受侵害，确保酒店财产的安全，对可能发生或已发生的爆炸事件必须采取切实可行的应急措施，积极防范，迅速消除隐患。做到发生意外爆炸事故时，能及时扑救，使损失减少到最低程度。（一） 报警程序1. 迅速用电话拨“0”通知酒店总机，讲明发现爆炸或爆炸物的时间、地点和情况，同时将自己的姓名和身份讲清。不要轻易动爆炸物，尽可能保护、控制现场。2. 总机值班员接到报警后，详细记录报警人的姓名、部门、时间、地点和发现爆55、炸或爆炸物的情况。并立即呼叫下列人员到现场：1) 保安部经理、总工程师、大堂经理2) 执行总经理、驻店经理、值班经理3) 发生爆炸部门的总监、经理、医务室、司机班有关人员；呼叫时要简明扼要地将发生的情况、时间、地点讲清。呼叫时使用暗语，不可以直说发现爆炸物。暗语需要统一制定。有关人员必须熟悉暗语的意思。（二）各部门人员到场后的职责 1保安部立即组织警力，划定以爆炸或爆炸物为中心的警戒线，控制现场，楼层客 房区可关闭防火门；同时报告上级公安部门，公安人员到场后，听从公安人员指政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE250制度POLICY爆炸及可疑爆炸56、物品的紧急处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES: 挥，配合公安人员做好工作；随时将现场情况报告酒店有关领导。1 工程部立即关闭附近由于爆炸可能引起恶性事故的设备，撤走现场附近可以移动的贵重物品。2 执行总经理、驻店经理立即组织临时指挥部，根据各部门汇报的情况，组织、指挥、协调各项工作，统一下达指令，采取有力措施，进行扑救，布置有关部门做好善后工作。3 值班经理、大堂经理传达指挥部的指示，协调各部门工作，详细记录现场处理经过，向客人解释发生的情况并安定客人情绪。4 发生爆炸部门的总监、经理负责组织57、疏散事故发生区域的客人及行李物品。5 医务室做好抢救伤员的准备，及时与急救中心联系。6 司机班做好抢救伤员所用车辆的准备。要求：除按以上报警处理外，还要求酒店员工沉着、听从指挥、坚守岗位； 配合专业人员排除险情。制度POLICY对精神病及闹事人员处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:（一） 在酒店外车场、车库、由外围值班人员，组成外围防范体系。1. 重点控制酒店前、后门、大厅、车场及其他公共区域，对可疑人员进行盘问。2. 可采用跟踪观察、谈话等方式探明来人是否属精神病，并查清出丑闹事原因。1) 58、看：来人神色是否正常，衣着穿戴是否整洁。2) 闻：来人身上是否有酒气或异常气味。3) 交谈：来人谈吐是否颠三倒四，头脑是否清醒，如有异常现象，应立即控制，并妥善处理。（二） 由各哨位警卫，消防管理体制及各部门人员组成内部防范体系，加强巡逻检查，发现情况，应采取如下措施：1. 首先制服来人，以免事态扩大，可采取：劝说、诱导、强制的手段。2. 迅速将来人带入办公室或无客人区域。3. 查明来人身份、目的、工作单位和住址。4. 保安部经理和夜间值班经理将其送交公安机关。5. 在不惊忧客人的情况下，调动一切可以调动的人力，采取一切可能的手段，将出丑闹事苗头迅速制止，尽最大努力把上述人员控制在上述范围或酒59、店外围，避免造成公众影响。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE252制度POLICY食物中毒事件的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:（一） 发现人的职责1. 报告总机讲明自己的身份所在地点、食物中毒人国籍、人数、中毒程度及症状等。2. 看护中毒者，不要将病人单独留下，不挪动任何物品，保护好现场。（二） 总机值班员的任务1. 接到食物中毒通知后，要问清时间、地点、中毒人数、中毒程度、症状并记录。2. 按下列顺序简明扼要通知有关部门人员到达现场。60、1) 医务室和仪器检验室。2) 执行总经理、驻店经理、大堂经理、保安部。3) 值班经理、餐饮部。4) 公关部、行李部、司机班。（三） 食物中毒发生后，下列人员携带设备和物品赶到现场。1. 医务室人员：急救设备、药品、氧气。2. 保安部人员：勘察箱、照相机、报话机、笔录纸、手电。3. 行李部人员：根据路线人数、携带担架。4. 仪器检验人员：食品取样器材。（四） 食物中毒发生后有关人员的职责1. 医务室人员政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE253制度POLICY食物中毒事件的处理编号REF CODE执行职位POSITION RESPONSIBLE61、涉及部门DEPT.CONCERNED执行程序PROCEDURES:（五） 食物中毒发生后有关人员的职责2. 医务室人员1) 携带急救器材，氧气等赶到现场，对中毒者及时诊断，采取紧急抢救措施，并按现场指挥员的要求，负责与急救中心联系，如中毒者需送医院时，医务室应派专人陪同前往。2) 公安机关来店处理食物中毒事件时，医务室人员要主动提供中毒者病情。3) 防疫部门接到通知来店时，医务室人员负责向防疫部门介绍有关情况。3. 保安部人员1) 立即赶到现场，划定警戒线，控制无关人员的进入与围观。2) 协助医务室人员抢救中毒者前往医院，做好对发现人和现场敌情人的访问记录。3) 情况严重时随同中毒者前往医院，62、适时做好中毒者访问记录。同时查明中毒者的身份、国籍。4) 酒店行政办决定通知公安局时，保安部负责与公安局联系并作好接待工作。5) 如中毒者死亡，应派专职警卫保护好现场，调查，如系设毒，应立即控制嫌疑人，开展调查侦破工作。4. 执行总经理、驻店经理1) 听取各部门情况报告，对各部门工作予以协调、统一下达指令。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE254 制度POLICY食物中毒事件的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:2) 对应急措施予以决策、通知63、有关部门做好善后工作。5. 值班经理、大堂经理1) 执行酒店对中毒现场及抢救工作的一切指令，向客人做解释，稳定客人情绪。2) 必要时立即通知中毒者旅游团或家属。6. 行李部人员1) 立即准备抢救用的担架并组织抢救。2) 按领导指令到达现场用担架运送食物中毒者。7. 司机班人员1) 准备好抢救中毒者和调查办案用车。2) 一名主管在现场随时接受酒店高级管理人员指示。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE255制度POLICY突然死亡事故的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程64、序PROCEDURES:突然死亡事故的处理对突然死亡事故，应按以下程序处理：（一） 保护现场，及时报告1. 保护现场，然后报告保安部、大堂经理、酒店领导。2. 通知房务总监、医务室、保安部前往现场，并同时请医院医务人员查验死亡原因，待搞清死亡原因后，由有关人员做好善后工作。3. 对自杀死亡人员，首先保护现场，劝阻无关人员靠近，待公安、保卫人员到达后，寻找死者有无遗言等证据材料。4. 对他杀死亡人员，首先保护现场， 观察周围有无可疑人员，不许无关人员靠近，待公安人员到达后，汇报有关线索和情况。（二） 做好善后工作当公安、保安人员查清死者的死亡原因后，由大堂经理通知就近医院，将死者的尸体拉到医院，65、做好善后工作，再作处理。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE256制度POLICY发生断电和其他自然灾害的处理编号REF CODE执行职位POSITION RESPONSIBLE涉及部门DEPT.CONCERNED执行程序PROCEDURES:发生断电和其他自然灾害的处理1. 酒店发生断电和其他自然灾害，保安部警卫和其他岗位员工应立即打开所配备的应急灯，各部总监、经理、管理人员应立即到所管辖的区域和公共场所，稳定秩序，防止人员伤亡，防止丢失贵重物品。2. 警卫应服从命令，迅速到酒店重点要害部位担任警戒。3. 组织宾客从最安全，最近的路线撤离危险66、区。4. 电话总机有责任通知保安部、工程部、大堂经理、值班经理、执行总经理，以利协调。5. 医务人员应做救护工作。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE257工 程 部 制 度 与 程 序EENINEERING DEPT. POLICY & PROCEDURE制度POLICY工程部安全、防火责任制度编号REF NO.执行职位POLICY RESPONSIBLE工程部人员涉及部门DEPT.CONCERNED目的OBJECTIVE 加强酒店安全、防火的管理，保证酒店安全营业。执行程序PROCEDURE1、全体员工必须加强治安防范意识，执行酒店制订的治67、安管理制度，协同保安部认 真做好治安保卫工作。2、各岗位人员必须严守岗位责任制，发生事故或发现可疑情况应迅速上报处理，并 负责保持好现场。3、未经工程总监批准，外来人员(包括参观学习，探亲访友，施工等)禁止进入电房 、电梯机房、空调机房、水泵锅炉房、自动化室等地。经批准进入人员必须办好 登记手续，由值班员负责执行。4、各岗位值班员除负责设备安全运行外，必须对所属机房范围进行安全检查各级管 理人员必须定期对所属范围进行安全检查，如发现有不安全因素及时整改。5、不得随意配制各机房门钥匙，无人时各机房、班级工作场地门窗必须锁好由水系 统负责人检查锁好各水池盖，无关人员不得借用钥匙，除水系统当值人员外68、，必 须经该系统负责工程师批准才能打开水池盖。6、各系统工具、材料要设专人管理，携带工具、材料出酒店，必须经工程总监签出 闸纸，按规定办理放行手续，并由系统做好登记。7、在指定地点吸烟、烟灰、烟蒂要丢进烟灰缸，不要随地吸烟。8、维修工作中需要使用易燃材料时，应特别小心。各班组不得存放易燃油料。9、不得随意挪动消防设施，发现消防设施损坏或渗漏应及时报告。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE258制度POLICY工程部安全防火责任制度编号REF NO.执行职位POLICY RESPONSIBLE工程部人员涉及部门DEPT.CONCERNED 10、69、发现火警及时报告，全力和消防队员一道扑灭火灾。一旦发生火 灾，工程部的首要任务是保证供水、供电，保证消防水泵、正压风机，排烟风机排烟风机正常运行，并组织重要设备的保护、疏散工作。11、凡是需要电焊、气焊的工作，必须申请动火证，值班工程师通知保安消防队员 现巡视，重要的地方需消防队到现场进行防火工作，确保安全。 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE259制度POLICY项目申请程序编号REF NO.执行职位POLICY RESPONSIBLE涉及部门DEPT.CONCERNED目的OBJECTIVE 规范工程项目管理，控制工程成本。执行程序PRO70、CEDURES1、 酒店的设施改建，主要设备翻新、改造、大修理、常规保养、验证维修或正常维护超出工程部本身能力，都可作为外包项目。2、 项目过程：1） 由值班工程师、主管提出外包项目、书面报告，上报工程总监。2） 经工程总监审核同意后，方能开始对外询价。3） 由主管编写外包项目任务书，详列工程范围、施工草图、验收条件和材料数量、规格。并上报值班工程师全面复核签认。值班工程师应对项目技术标准负责。4） 工程总监对外包项目任务书进行估价后，报工程总监。5） 组织三家以上询价，将询价结果报工程总监。6） 工程总监对价格分析比较，选择一家，由工程总监主持商务谈判，经执行总经理同意后订初步合同。7） 根71、据项目的金额填报项目施工申请单表格，上报执行总经理或 董事长。8） 项目获正式批准后，才能对外生效，安排施工事宜。3、 合同：1） 外包项目一律使用工程标准合同。2） 工程总监对合同附件的组织工作负责。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE260制度POLICY项目申请程序编号REF NO.执行职位POLICY RESPONSIBLE涉及部门DEPT.CONCERNED3） 合同上必须注明项目负责人。一般维修项目由主管或主管指定人选担任属改造性质的中小型项目由工程师跟进。4、 项目施工：1） 项目负责人应将施工进度表上报工程总监。2） 由项目负责72、人按合同规定为工程队办理所有进场手续和安全培训课程。3） 项目负责人监督整个施工过程，确保施工进度并及时通知值班工程师分阶段进行技术质量认可。4） 工程完工后，由工程总监对项目组织技术验收。大中型项目验收，由分管工程师及部门主管确认，小型项目验收，由主管或值班班工程师确认，常规维护保养，由项目负责人确认。5、 所有的合同付款均由工程总监、财务总监、执行总经理及董事长签字认可。 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE261制度POLICY工程部维修单制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程73、师涉及部门DEPT.CONCERNED目的OBJECTIVE执行程序PROCEDURES1、 酒店各部门维修单一律经由工程部值班室登记、记录收到时间，由值班工程师标上达标工时。工程部发出维修单也经由值班室登记、记录收到时间，由值班工程师标上达标工时。2、 酒店各部门维修单按以下规则别予于优先施工：优先程序 种类 作出反映的时间 1 与消防和人身安全有关 立即 2 与客人有关 30分钟完成 3 设备故障影响到客人 60分钟排除 4 一般设备故障 本班范围完成 5 大维修 一周内完工 6 新工作申请 按员工能力允许3、 一般维修单应在七日内完工，积压过七日以上，需每周填报。积压单由值班室汇总，报工74、程总监。4、 维修工程范围大，工作量超过10人以上或影响酒店正常营业，应汇报高级值班工程师，作计划安排。5、 维修单完工后由执行任务的技工填写材料、工时等，请使用部门的员工签字确认，以备工程部实行成本核算。值班工程师每日汇总当日维修单并值班室政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE262制度POLICY工程维修单制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED注销，注销时应注明完工时间。6、 对不予施工的维修单，包括计划外和违反财务管理以及由于违反操作规程或玩75、忽职守人等事故造成设施、设备损坏的，由值班工程师注明原因后退回各部门，并将详细原因书面呈报酒店当局。新工作应附上空白新工作申请单后退各部门。7、 未完工项目交值班工程师决定计划完工时间，并应做妥善安排，重新组织实施。8、 值班室应将下列维修单分类，并通报高级值班工程师：1） 000维修单（凡客房不能出售，设备不能作用，客人服务不能提供均属000）。2） 高级套房、VIP客人、长住客人，重要活动方面维修单。3） 各消防安全有关的维修单。以上三类中，1和3项填入000表，并于次日晨8时前交高级值班工程师。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE263制76、度POLICY电话维修制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED目的OBJECTIVE执行程序PROCEDURES1、 电话维修应尽少用但下列问题可通过电话报修：1） 客人提出维修。2） 酒店总监级以上领导提出维修（包括当值经理和大堂经理）。3） 用电不正常或设备突发事件。4） 马桶、浴缸、洗面盆、地面排水阻塞。5） 各种类型漏水管子爆开。6） 门锁坏。7） 烟味投诉或火警警报。8） 可能影响营业的各种紧急情况。2、 电话维修收到后， 由工程部记录在案，并指派当值技工执行。重要投诉应立即报告值班工程77、师，值班工程师必须亲临现场检查和指挥施工。完工后由执行维修任务的技工请使用部门补开维修单，同时填写材料、工时等，请使用部门的员工签字认可，以备工程部实行成本核算。3、 不属上述范围，不危及安全的电话维修，工程部记录人员应礼貌地向对方解释维修单制度。4、 电话维修不管采纳与否，一律记录在案。5、 各值班工程师和维修技工在实施工程修复任务时，接受的投诉一律记录在案政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE264制度POLICY电话维修制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.C78、ONCERNED6、 电话维修的重要内容应记载在每日的工作日记中。7、 对空调方面的投诉特作以下规定：1） 电话记录并立即通知当值值班工程师，并指派相关技工15分钟内到达现场开始行动。2） 如30分钟内不能完成，由值班工程师通知投诉人原因，告知预计完成时间。8、 电话维修问题解决后，应通知投诉人，并在记录上注明时间。9、 电话维修服务：每天早上八时至凌晨十二时。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE265制度POLICY新工作申请程序编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT79、.CONCERNED目的OBJECTIVE执行程序PROCEDURES1、 凡不属于对原设施正常的维护保养的工作要求称为新工作。新工作一律填写工作申请表。2、 新工作申请表应由部门经理签字后，工程部才予以受理。3、 新工作申请表由工程部秘书受理登记，值班室接受的新工作申请表转交秘书4、 工程总监进行初审，并将同意施工项目交高级值班工程师预算，负责主管应协助该项工作。5、 已核算总价的新工作申请单由工程总监签字确认。6、 价格在1000元以下，可以安排直接施工。价格在1000元以上，由秘书送执行总经理、财务总监签字后方可生效。7、 新工作由值班工程师开施工单，并由高级值班工程师定额达标工时。8、80、 新工作施工周期应该以获认可的完工时期内执行。9、 完式后的新工作申请单，由主管填写实际所用工料，并交高级值班工程师填写实际价格后，退还秘书。10、秘书应将本年度全部新工作表存档，并按季度统计新工作总费用报总工程 师。11、除非特别许可，新工作一般按班组员工能力允许下安排施工。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE266工程部维修单运用程序表 项目维 修 单预防性维修施工单新工作申请单开 单各部门工程部主管以上高级值班工程师开单各部门开申请单高级值班工程师开施工单接 单1、值班室盖收到时间；2、分列优先施工次序；3、盖0.0.0章或紧急章4、需181、0位以上施工人员 报高级值班工程师。1、值班室盖预防修理章2、按班组分配施工；3、完工后请使用部门签 字认可，留作为工程 部成本核算存根。 秘书审核有总监或执行总 经理签字。并交分管经理 估工估料。登 记 值班室值班工程师秘书填达标工时和要求完工日期值班室填写达标工时和完工要求施 工维修单挂在值班室任务分配板上 维修单或施工单挂在班组任务分配板上完工交单值班工程师每日将完工单收集，下午5点前交部门办公室验 收必要时由值班工程师验收值班工程师必须逐单验收值班工程师签收并填写实际工时和用料个人达标工时登记 文员将当日达标工时登记在个人月度达标工时统计表上。 （值班工程师除外）单据退回每日上午9时送82、文员，由文员退还各部门。 退副总工程师 退工程部文员 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE267制度POLICY酒店设备管理制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED目的OBJECTIVE 执行程序PROCEDURESN1设备资料卡制度 一、酒店所有固定资产，都应编制固定资产登记卡并编号。 二、对所有设备，用设备资料卡代替固定资产登记卡。三、酒店所有客房、办公室、行政办公室、各餐厅会议室、康乐设施、夜总会 和厨房均建立资料卡。四、资料卡上应显示所有的83、规格和详细的全部维修改装的历史记录。资料卡片 由工程部资料统一保管。五、资料卡片是设备维修费用预算，设备改造、报废、更新或设备事故分析的 重要依据。资料卡片不得涂改或烧毁。N2设备资料卡的内容一、 设备资料卡内容包括：设备名称、型号、样式、商号、价格、制造商、供应商、维修站； 马达名牌上全部资料； 安装位置、安装日期； 能力；易损件订购号：马达轴承号、传动系统轴承号皮带、保险丝、滤器、润滑政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE268制度POLICY酒店设备管理制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程84、师、值班工程师涉及部门DEPT.CONCERNED 油型号； 维修：改装记录 二、客房、办公室、餐厅、会议厅、康乐设施、夜总会资料卡应包括： 等级名称、面积； 布置图、家俱表和设施 现状评分表 维修记录三、 厨房资料卡应包括：位置、面积 布置图 厨房设备表 厨房结构维修记录 厨房烟道情况记录 N3设备资料卡责任制1、 高级值班工程师主管区域的设备资料卡管理负责。设备资料卡的执行是高级 值班工程师管理效果的最重要标记之一，高级值班工程师同样去评估主管的 工作水准。2、 资料卡片由各组主管正确无误填写，对尚不能填入的项目应尽一切努力去寻 找资料。客房、办公室、餐厅、会议室、康乐设施、夜总会由负责客85、房和公 共区域的值班工程师编写。厨房资料卡片由高级值班工程师编写。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE269制度POLICY酒店设备管理制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED 四、请修记录、预防性维修记录均由修理员工亲自填写。对调换的零配件应详细登 记。主管对员工上班情况填写负责。改装、改建、更新、报废均由主管填写。 五、在酒店人事培训部开展员工评估活动时，资料卡片作为评估的最重要依据之 一， 对发生机件故障而影响酒店营业的事故，设备资料卡将作为86、重要的分析依据。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE270制度POLICY宴会厅、餐厅保养标准及制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED目的OBJECTIVE 执行程序PROCEDURES 1、照明：各种开关、插座、调光器，照明灯具正常工作，安全可靠。2、照度：酒吧50100LX，中西餐厅100200LX光源一律采用暖色调(诱导灯 除外)。 3、墙纸：墙纸平整，无翘角、起皱、污损。 4、天花：平整、无损，出风口无严重污损。5、家俱屏风：小五金无缺损87、锈蚀、松动、橱门、板壁、饰件漆面光亮如新， 屏风启闭功能完好，无呆滞、松动一现象。 6、电话：电话正常工作，话机无损，经常保持清洁，布线合理，放置可靠。 7、音乐：配音量独立控制开关，喇叭网罩表面无污损。音质清晰、明亮。 8、门窗：启闭正常，无撞击声。 9、空调：夏季2426，冬季1820。新风量：25M /时。人。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE271制度POLICY酒店客房维护管理制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED目的OBJECTI88、VE 执行程序PROCEDURES客房技术标准1、 客房门、门柜、浴室门、门柜、窗、壁柜门、小冰柜门：启闭灵活，闭门器 应确保无冲击和锁舌轻轻碰上。所有五金附件无松动锈蚀并能正常使用(指 铰键、保险扣、猫眼、门锁、门铃、门号码、门碰等)2、 油漆：所有油漆表面保持光亮，无剥落缺损裂缝。(家俱、镜框、门、门壁 柜、走道天花板、顶角线、贴脚板、窗帘柜、小冰柜和搁架)3、 天花板：洁白无花斑、水渍或污污迹（浴室及卧室天花板)。4、 墙纸：所有墙纸平整，无翘角、起泡、变形、裂缝、污损、无色差。特别空 调排风口，应保持清洁后仍达到很少的色差。 5、镜子：光洁明亮不变形，无水银剥落或锈蚀。 6、卫生洁具：89、表面光滑洁净，无缺损锈斑，冲水箱为低噪声。(大理石台板、 洗手池、马桶和盖、冲水箱和盖、浴缸)7、盥洗阀件：光亮如新、无锈斑、启闭正常、无滴漏现象。(冷热水阀、淋浴 器、定水器、手纸架、凉衣绳)。淋浴水流量：热水温度 每分钟16升。 开冷气时45 5%；开暖气时505%。8 地面：浴室大理石地面：光洁，色调和谐。房间地毯：平整、无污渍。9、小冰箱：温度：冷室05 噪声：低于56分贝。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE272制度POLICY酒店客房维护管理制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师90、值班工程师涉及部门DEPT.CONCERNED 10、空调：空调过滤网板保持清洁，排风扇噪声低，噪音度低于60分贝。 房间温度：开冷气时：2224 湿度：5060% 开暖气时：2022 4050% 11、照明：各开关插座和罩板无松动，节能开关安全可靠。各种灯具光亮如新 新，工作正常。 12、电视音乐：电视图象清晰，频道设置符合统一标准，闭路电视应有节目表 13、电话：具有国际、国内和市内直拔功能。 14、其它： A窗户：能按客人要求开启。 B节能开关和门铃：有效工作。 C毛巾架、窗帘轨道(浴室和窗户)、浴缸扶手、冰柜上小搁架、衣 勾等无松动。 D电吹风器绝缘良好，功能正常。政策制定人PREP91、ARED BY审批人APPROVED BY采用日期EFFECTIVE273制度POLICY动火制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED目的OBJECTIVE 执行程序PROCEDURES一、 对所有动火作业(焊接、气割)人员，都要持有效的焊工特殊工种操作证 上岗，无证者一律不准进行焊接(气割)作业。 二、在酒店范围内动火作业的有关部门(包括外来施工人员)、人员、必须事前向 消防中心提出申请，准许后须办理动火证。作业人员必须持二证(操作证、动 火证)上岗。 三、焊接(气割)作业人员必须严格执行“十个92、不准烧”(附页)的规定。不符合防火 管理要求的作业，操作人员有权拒绝操作。 四、其它临时动火也必须申请办理动火证手续。 五、消防中心在出具动火证前，须到现场检查并提出措施，必要时应提供灭火器 若干。 六、按档目填写动火证，提出具体的安全措施。动火证的有效期不得超过当天， 必要时可以缩短动火证开具使用时间。 七、在动火期间，消防巡检员要经常到现场观察检查，交接班时，消防中心值勤 人员要交接好动火情况，以便检查监督。 八、申请动火的部门(包括外来施工单位)，必须配置动火监护人。监护人必须懂得 有关的防火、灭火知识。 九、动火作业后，要检查、清理(操作人、监护人)现场的火种及可燃垃圾，确无隐政策制定93、人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE274制度POLICY动火制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED 患才能离开现场。 十个不准烧 1、焊工无操作证，不准烧； 2、未经消防中心审批无动火证，不准烧； 3、不了解焊割地点周围情况，不准烧； 4、不了解焊割物内部情况，不准烧； 5、装过易燃易爆物料的容器、营造不准烧； 6、保温、隔音部位使用可燃性材料的不准烧； 7、监闭或有压力的容器、管道不准烧； 8、焊割部位附近有易烧易爆物品的不准烧； 9、无监护人监护不94、准烧； 10、发现有与明火作业相抵触的情况不准烧。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE275制度POLICY防火设备保养制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED目的OBJECTIVE执行程序PROCEDURES 负责前区的高级值班程师和值班工程师、消防主管，应对酒店所有消防设备的有效使用，按期保养、定期检查负责。并直接制定预防性维修计划安排施工。由分区域负责的值班工程师监督和批准完工质量。 1、消防报警系统：工程部每3月进行清洁、功能测试、故障排除95、。 2、烟感、温感、红外光幅射探测器：工程部每周巡检，进行清洁、防止松脱或 缺件。 3、水流报警阀：由消防中心监控、给排组每3月性能测验一次。 4、手动报警器：由消防中心每月巡检目测。 5、自动头：由消防中心每月进行管道吹通，并压测量。 6、灭火系统：由消防中心监控，每季进行管道吹通，并压测量。 7、墙式消火栓：由消防中心每4月加油、开关一次；给排组每年全体清洁保养。 8、正压通风风机：由空调强电组每年进行性能测试，需要时全体保养。 9、防火门：由监控组每月释放关闭调整，控头感应关闭。 10、事故照明灯：由强电组每月巡检目测。 11、消防广播：由监控组每月检查音量和分区喇叭。 12、消防泵：由96、监控组每周启动。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE276 制度POLICY防火设备保养制度编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED 13、消防通道和所有管笼：由消防中心每月进行巡检目测。 14、消防通讯总机：由电话组每月进行性能测试。 15、消防泵：由给排组每月清洁加油。 16、消防警铃：由监控组每月进行响度测试。 17、消防手推车：由行李部每天按清单点数。 18、泵浦接合器：由公安消防队每年进行全体清洁进水。 19、常闭防火门：由消防中心每周检查开97、关情况。 20、消防箱、探头、诱导灯：由消防中心每天目察。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE277 制度POLICY项目准备注意事项编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED目的OBJECTIVE 执行程序PROCEDURES 一、项目类型： 费用在2000元以上的任何固定资产的投入可作为项目。项目可分为： a、有预算项目-允许在当年度预算计划中支出的。 b、无预算项目-当年度预算计划中没有该笔费用可支的。 c、应急项目 - 为维护服务、修复安全环保设98、施、为保持正常进行而发 生的不可预见的支出费用。 d、非项目支出-不超过10000元，允许用当年的非项目预算费用一次性总 支付。 二、费用审批权限 1000以下 一般消耗，工程总监审批(不必通过本顺序)。 1000-10000 报财务总监、总经理助理、总经理批。 10000以上 报财务总监、总经理助理、总经理、总公司批。 三、项目申请的必备文件 在将项目送交总工程师进行技术认可之前，必须完成以下文件的准备工 作。 1、项目申请表政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE278制度POLICY项目准备注意事项编号REF NO.执行职位POLICY RE99、SPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED 可从财务部了解某些专门细节，例如外币兑换率，项目号码，预算金额。 2、项目概况表 是一个简短的致财务总监的备忘录，内容包含： a、项目简介 b、给酒店带来的效益。 c、证明以上效益的已进行的可行分析。 d、对某些特别项目加以说明，说明这些项目不进行可能产生后果。 3、投资收回 可向财务索取，对专门用于改善酒店收益的项目是强制性要做的。 摘录以上说明的目的： “重大改动项目如餐厅改造，大堂改建等，必须附上有关市场调查有关文件， 不能只基于管理方面的感觉现在是改造的时机等”。 四、项目准备注意事项 1、酒店100、劳动力 可从财务部索取此表并说明为完成项目所需的全部工时。 2、技术规格表 这是欲采购的设备或欲进行的外包项目的详细技术规格，此表应尽可能详 细以减少错误或误解。 3、标准合同 这是酒店的标准合同，将适于所有承包商或供应商。不论外包项目或请购政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE279制度POLICY项目准备注意事项编号REF NO.执行职位POLICY RESPONSIBLE工程总监、高级值班工程师、值班工程师涉及部门DEPT.CONCERNED 设备，都强制性的需要三家报价竞争比较。1、 报价的摘要 可从财务部索取此表并要求精确填写详情。 5101、采购单 所有采购单应办理报批手续。 6、图片或样品： 工程的图片和材料样品如完工式样、油漆颜色、装修材料、地板完工要求， 颜色图样的概念均应由承包商提供并予以确认。 7、防火等级/安全证书 所有用于项目的原材料必须具有合格证并由工程总监认可。政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE280前 厅 部 制 度 与 程 序EENINEERING DEPT. POLICY & PROCEDURE制度POLICYKeycard Control编号REF CODE执行职位POSITION RESPONSIBEFront Office Agency涉及部门DE102、PARTMENT CONCERNEDFront Desk PersonnelHousekeeping目的OBJECTIVE:The policy intends to reduce the operational cost by controlling the lost keycard.执行程序PROCEDURES:1. Normally, the room key is issued to guest based on the principle of “One key One room” by F/O Agency at check-in stage.2. The second key i103、s only to be issued upon requested, and the F/O Agency should update the No. of keys issued in the system for reference.3. F/O Agency should urge the guest to return the keycard at the check-out stage according to the No. of keys issued reflected in the computer screen, to prevent unnecessary keycar104、d lost.4. Guest shall not be charged for any keycard lost.5. Front Desk Manager should co-ordinate with HSKP to collect those keycard left behind the guest room for recycle usage.6. Overnight shift staff should print out the “In-house guest today list” to come out the key issued figure today, with t105、he existing key reminds at the counter, the daily key lost amount can be obtained against the original stock.7. Front Desk Manager should follow up with FOM for the keycard replenishment on a regular basic.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE285制度POLICYRoom / Rate Change编号REF CODE执行职位POSITION106、 RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront DeskConcierge Housekeeping目的OBJECTIVE:This policy shall afford the guest an uninterrupted comfort and convenience for reasons of the right room accommodation.执行程序PROCEDURES:1 Room/Rate Change may only be possible upon guest request or for 107、reason of circumstances beyond the hotels control such as technical problems in the room, temporary accommodation due to high occupancy.2 Whenever a room/rate change is initiated, the receptionist must accomplish a Reception Instruction Form, And distribution to departments concerned.3 Housekeeping 108、Order Taker should be informed of the room change after the change in the computer system.4.The reason for the change must be valid subject to the availability of rooms.5.Rooms change may either be to a higher room category. In both cases, the room rate shall be taken into consideration and likewise109、 changed, unless being approved by the higher management to change at the original rate as considering upgrade.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE286制度POLICYHouse Use Request编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront DeskExecutive Office目的OBJECTIVE:Thi110、s policy is to ensure the proper control of the House Use room and to care for employee who have rendered service beyond the allowable time or other work related reasons.执行程序PROCEDURES:1. Only the General Manager/ Own Director may allow and authorized a House Use room request.2. A request for House 111、Use room must be done and submitted for approval at least one day before the scheduled date of use, except on emergency cases.3. A House Use Request Form must be accomplished and completed, duly signed by the requesting department / division head.4. The House Use Request Form must state the followin112、g :a. Date of requestb. Name of employee c. Positiond. Staying Period and reasone. Department head signaturef. General Managers signature5. After the GM and/or OD has approved it, the request form may be forwarded to the Reservation Department or directly to Front Office if that is an on-date bookin113、g.6. The Front Office personnel shall attach the House Use Form to the registration form and pass to Front Office cashier after check in for the purpose of internal auditing.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE287制度POLICYHouse Use Request编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及114、部门DEPARTMENT CONCERNEDFront DeskExecutive Office7. In the event the hotel is running full house, the House Use room request may be rejected, to ensure our valuable customer are the first to have the room accommodation. 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE288制度POLICYComplimentary Room编号REF COD115、E执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront DeskExecutive Office目的OBJECTIVE:The intention of this policy is to be establish a good business relationship with those potential and prospective members who can help bring in business for the company.执行程序PROCEDURES:1. A compl116、imentary room may be requested by accomplishing a Complimentary Request Form .2. Only the General Manager, the Own Directors may allow or authorize a complimentary room.3. Complimentary room request may be extended under the following reasons:a) Potential businessb) Promote goodwillc) Part of busine117、ss concessiond) Barter agreement4. Complimentary Room may only be allowed or given when the days room occupancy forecast is below 80%.5. Approved Complimentary Room Request form shall be forwarded to the Reservation Manager or the Front Office Manager for proper booking process.6. The Director of Sa118、les & Marketing may allow or extend complimentary rooms only as part of a booking concession.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE289制度POLICYAdvance Deposit编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFinance DepartmentAll F/O Personnel目的OBJECTIVE:This policy sh119、all help eliminate the possibility of “SKIPPERS”, hence , the need for Advanced Deposit is to protect the interest of the hotel.执行程序PROCEDURES:1. Any prospective guest whether with or without a prior reservation, before being given the room key, shall be required to make an advanced deposit in cash 120、of acceptable currency, provided that the guest is unable to present an acceptable credit card or valid membership card.2. The advance deposit required shall be equivalent to 150% over the total amount of the room charge.3. The Front Office Agency shall duly issue an Deposit Receipt for the payment 121、made.4. The F/O Agency shall immediately note on the Reception Form, and key into the computer system that a particular guest is a “Cash Advance” guest.5. It shall be the responsibility of the F/O Agent and the Assistant Manager to closely monitor the status of all cash advance guest in order that t122、he guarantee amount shall be sufficient enough to cover the hotel expense.6. Upon check out, the Front Office Agency shall collect the Deposit receipt back from the guest and return the Advance amount to the guest after deducting total hotel expense.7. In case the deposit receipt is found lost by gu123、est upon check out, guest needs to initial on the paid out voucher with a remark of “Lost Original Deposit Receipt” and signed on form. Assistant Manager should be acknowledged.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE290制度POLICYAdvance Deposit编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉124、及部门DEPARTMENT CONCERNEDFinance DepartmentAll F/O Personnel8. For those VIP, very regular or some particular guests with special requirement of waiving deposit , Assistant Manager should be informed for approval. 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE291制度POLICYDay Use Room编号REF CODE执行职位POSITION125、 RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk PersonnelFinance DepartmentHousekeeping 目的OBJECTIVE:The purpose of this policy is to augment the increase of the hotel daily projected revenue.执行程序PROCEDURES:1. Whenever possible, prospective guests who to get a room for Day Use only,126、 must always be eadily accommodated based on the rooms availability.2. The F/O Agency must inform the rate to be charged is 50% off :Published Rate.3. The check in time for Day Use stay shall be from 07:00hrs to 18:00hrs.4. The procedure for registration shall be followed particularly in the manner 127、of payment and/or deposit.5. In the event the guest would extent his stay without prior notice after 18:00hrs, a full charge for the room category shall be levied on the guest account.6. No any corporate discount to be applied for day-use, unless being approved by Assistant Manager and above under p128、articular reason.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE292制度POLICYLate Check Out编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk PersonnelFinance DepartmentHousekeeping Dept.目的OBJECTIVE:To standardize as a guideline the normal check out time, as practiced 129、by international hotels.执行程序PROCEDURES:1.A late check out request may be allowed only when the hotel occupancy permits.2.Any guest request for a late check out (check out after 12:00noon) before 16:00hrs can be handled by F/O Agency when the occupancy is under 80%. Under the circumstance of high occ130、upancy or full house, such request must be referred to Assistant Manager or above for approval.3.VIP guests are allowed to keep their rooms till 18:00hrs at no extra charge. Any further time may be dealt on a case by basis, and subject to the approval of higher management.4.Guest request for a late 131、check out on a full house or high occupancy, must be charged according from 16:00hrs to 18:00hrs, 50% of the published room rate to be paid by the guest, 18:00hrs on wards, full charge to be applied.5 Assistant Manager should be called to explain to guest when necessary. A proper decision to be made132、 based on his/her own judgement.6.F/O Agency should accomplish the Room Rental Form for day use posting.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE293制度POLICYGroup Check In编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk PersonnelF& BFinance Department目的OBJECTI133、VE:The purpose of this policy is to avoid delay in check in due to any last minutes rush, and to ensure that the party, especially the corporate conference to be properly taken care of.执行程序PROCEDURES:1. It shall be the responsibility of the F/O Agency to handle all group check in.2. Group room block134、ing shall be done in advance and within reasonable time from the actual time of the group arrival.3. It is required that a group list(Name of all group members) must be provided to the reservation office or the Front Office Dept., at least a day before the groups arrival date.4. A function room may 135、be assigned (when necessary) for the large group check in, otherwise, the Front Desk counter may be used.5. The F/O Agency shall ensure all meal coupons, key envelops, key card, and other group requirements being prepared before the groups arrival and all the key card shall be tested in advance.6. T136、he F/O Agency who is assigned to handle the group may assist the Group Leader in assigning the rooms and/or in the distribution of the room keys.(Assignment of room may be done ahead of time provided the group list is available)7. The F/O Agency shall get the following information from the Group Lea137、der :* Wake up call time/ date* Breakfast time/ venue政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE294制度POLICYGroup Check In编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk PersonnelF& BFinance Department*Baggage collection time* Other special request8. The F/O Ag138、ency shall forward all the correspondence to the Front Desk for proper processing into the computer system and photo copy the group schedule to concerned department for reference.9. The F/O Agency shall be responsible for checking room according to the Group Resume issued by Reservation department b139、efore room charge posting ensure correct room rate is applied.10. Whenever any amendment occurred related to the group schedule, the F/O Agency should advise the department concerned right away and Group Amendment Form should be distributed to the department.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTI140、VE295制度POLICYChecking Out A Guest编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk PersonnelHousekeeping Dept.Finance Dept.目的OBJECTIVE:The purpose of this policy is to extend hotel guest on efficient billing settlement in a professional way. It aims at minimizin141、g the negative impart as soon as possible and trying to obtain comments on service improvement.执行程序PROCEDURES:1. Greet guest pleasantly. Notes: Eye contact, Smile, Personalized greeting, Professional upright posture, Appropriate language and Volume, etc., are mandatory, Saying: “ Good Morning, Sir/M142、adam. Are you expecting to check out? May I have your room number, please?”2. Retrieve the room key from guest . At the meantime, inform HSKP to inspect the room. “May I have the room key back, please?”3. Prepare guests bill:a. Pull out all the correspondences of the room from the bucket, Such as R.143、C., Reservation Form ,Confirmation Fax, Travel Agency Voucher, etc.b. Confirm any last minute expense with guest by saying:“Mr. Guest, Have you made any charges to your room this morning?”“ Did you use any mini bar last night?”c. Post additional charges to guest room account if any.政策制定人PREPARED BY审144、批人APPROVED BY采用日期EFFECTIVE296制度POLICYChecking Out A Guest编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk PersonnelHousekeeping Dept.Finance Dept.d. Print out the folio and have guest verify on the bill.“ Would you please check on your bill, Mr. Chen?”Notes: Us145、e both hands, eye contact when presenting the bill to guest.4. Check carefully against the system to see if there is any outstanding message, trace for follow up action.5. Re-confirm the method of payment and collect payment by saying:“Mr. Chen, May I know how you would like to settle your bill, by 146、credit card or by cash, please?”a. For cash settlement , receive the cash and refund the balance.b. For credit card:-Processing the EDC settlement procedure or use Off - Line settlement.-Have guest sign on the credit card voucher as well as the folio for acknowledgement on the expense occurred durin147、g his / her stay.c. Put a copy of folio, official receipt or credit card voucher copy if any into a hotel designated envelope, hand to guest with both hands.6. Ask for comments on service received by saying: “Mr. Chen, I hope that your stay with us was a pleasant one.” Or “ Is there anything we coul148、d have done to make your stay more pleasurable?”a. Thank guest for staying at Hotel b. Ask if service could have been improved政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE297制度POLICYChecking Out A Guest编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk PersonnelHou149、sekeeping Dept.Finance Dept.c. Respond to complaints in proper manner, refer to Assistant Manager for handling if necessary: “ Mr. Chen, May I have our Assistant Manager talk with you?”7. Inquiry for future itinerary and make reservation if any:“ Mr.Lee ,May I make a future reservation for you?”8. S150、mile and see off the guest by saying:“ Have a nice trip, Mr. Lee, We are looking forward to welcoming you in the coming future.”9. Complete the check out procedures:a. Check out the room from system.b. Sort out the folio based on the different method of payment and put into the folder for filing.c. 151、File the registration card.d. Put a copy of folio, official receipt or credit card voucher copy if any into a hotel designated envelope, hand to guest with both hands.10. Ask for comments on service received by saying: “Mr. Chen, I hope that your stay with us was a pleasant one.” Or “ Is there anyth152、ing we could have done to make your stay more pleasurable?”d. Thank guest for staying at Hotel e. Ask if service could have been improvedf. Respond to complaints in proper manner, refer to Assistant Manager for handling if necessary: “ Mr. Chen, May I have our Assistant Manager talk with you?”政策制定人P153、REPARED BY审批人APPROVED BY采用日期EFFECTIVE298制度POLICYChecking Out A Guest编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk PersonnelHousekeeping Dept.Finance Dept.11. Inquiry for future itinerary and make reservation if any:“ Mr.Lee ,May I make a future reservation f154、or you?”12. Smile and see off the guest by saying:“ Have a nice trip, Mr. Lee, We are looking forward to welcoming you in the coming future.”13. Complete the check out procedures:d. Check out the room from system.e. Sort out the folio based on the different method of payment and put into the folder 155、for filing.f. File the registration card.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE299制度POLICYCounter Reservations 编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENTCONCERNEDFront Office PersonnelSales CentreSales & Marketing Dept.目的OBJECTIVE:The purpose of this policy is intending156、 to accommodate the guest need in future reservation at every guest contact , to protect and optimums the hotel business.执行程序PROCEDURE:1. Check the room availability before confirming the reservation.2. Take down the reservation manually by using the hotel reservation form. Make sure all necessary d157、etails are filled in as followings:a. Guest nameb. Arrival / departure date (To get the arrival time as well)c. Duration of stayd. Room type / Bed type desirede. Company namef. Contact number ( Telephone or fax number)3. If there is no arrival time , the F/O Agency should explain to the guest the “6158、:00pm hold policy”.(Refer to the “6:00pm hold policy”)4. Ask the guest whether the reservation is on company or personnel account. For the payment being billed to company, It should be a request for the company to send us a letter of authorization before the guests arrival.5. The future booking woul159、d be passed with a detailed record taken down to the Sales Centre for follow up.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE300制度POLICYCounter Reservations 编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENTCONCERNEDFront Office PersonnelSales CentreSales & Marketing Dept.6. If the re160、servation is for on-date arrival, the F/O Agency should enter the reservation into the computer system personally.7. When the Sales Centre is off duty, it shall be the responsibility of F/O Agency to take the counter reservation for any request. 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE301制度POLICY161、Room Discrepancy Daily Check编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk personnelHousekeeping目的OBJECTIVE:The purpose of this policy is to ensure that the house status generated from the system is 100% matched to the actual house count. Any discrepancies th162、ere to will have to be actioned immediately to reconcile the room status in order that the room may either be sold if it is Vacant Clean or room record updated or corrected.执行程序PROCEDURES:1. At 10:00am & 9:30pm daily, HKSP department should submit a House Status Report to Front Desk. The information163、 on the report must contain the actual room status obtained for the physical check either by the room attendant or the floor supervisor, instead of copying from the system.2. The F/O Agency should conduct the first check on the room status report against the update in-house list, then fill in any di164、screpancy on the Room Discrepancy Report.3. The discrepancy report prepared by F/O Agency is to be handed to the AM for conducting the second check with their acknowledge receipt thereof.4. The AM to scan those room discrepancy caused by nature , for instance, time difference occurred between the ch165、eck in time and the one inspected by room attendant.5. The AM to action on these unusual room discrepancy in a professional and proper manner, such as VC status at F/O while occupied status at HSKP, in-house status at F/O while VC status at HSKP, etc. A physical check for these is a mandatory.6. The166、 AM Should accomplish the report by filling in the result of second check.7. A copy of this report is to be distributed to HSKP department to advise of the result, and F/O Agent to 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE302制度POLICYRoom Discrepancy Daily Check编号REF CODE执行职位POSITION RESPONSIBLEFro167、nt Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk personnelHousekeeping8.file the report daily for future reference.9.HSKP to inform the AM in the morning daily of any sleep-out reason for further follow up. 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE303 制度POLICYCash Float编号REF CODE执行职位POSITION RES168、PONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Office personnelFinance Dept.Security目的OBJECTIVE:The intention of this policy is to tightly control on the cash float in accordance with the Finance policy to Protect the interest of the hotel property.执行程序PROCEDURE:1. Every Front Office Agenc169、y is equipped with a cash float consisting of a designated amount of cash in two kinds of currency, HK Dollar and RenMinBi. The one for the Front Desk Manager should be sufficient enough for covering the replenishment request from the other F/O Agency if any.2. The cash float is requested to be lock170、ed in into the relevant safety deposit box for storage while off duty.3. In the event of reasonable shortage incurred in the cash float, which might be caused by the deposit refund, the respective staff should submit a I.O.U. request to the Front Desk Manager who is in turn responsible for the repla171、cement of the individual cash float , which intends to have the individual cash float always at a designated amount.4. The I.O.U. voucher is requested to be filled up in a clear manner and the party concerned are requested to initialized on it. 5. The Front Desk Manager should be responsible for cas172、h replenishment of her own cash float periodically with the co-operation from General Cashier, to clear all the outstanding I.O.U.6. For those shortage which is unable to be justify, staff concerned is fully accountable for the lose, and a serious disciplinary action up to summary dismissal to be fo173、llowed.7. Foreign exchange cash float is to be assigned to the Senior F/O Agency or the designate person,政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE304 制度POLICYCash Float编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Office personnelFinance Dept.Security who is we174、ll-experienced on the Foreign Currency Exchange. 8 The Foreign Exchange cash float must be handed over shift by shift with a detailed record taken own. Front Desk Manager , or the Senior F/O Agency delegated should closely monitor on the replenishment of the cash float together with General Cashier.175、9. No one is allowed to borrow money from the foreign exchange cash float. 10.Finance Department should conduct a random check on all the cash float.11.FOM should be advice of any discrepancy and to follow up on the proper action.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE305制度POLICYPaid Out编号REF CO176、DE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk personnelFinance Department目的OBJECTIVE:The purpose of this policy is intending to standardize the procedure of withdrawing cash from credit card, as part of the five-star hotel service.执行程序PROCEDURES:1. Credit card paid-177、out should be approved by the duty Assistant Manager, or Front Office Manager.2. The F/O Agency must check the validity of credit card against the latest cancellation bulletin or the Credit Authorization Terminal and a sufficient approved amount is granted before the paid-out transaction.3. All the 178、cash paid-outs from credit cards are subject to a surcharge at 5% of the required amount as hotel commission.4. The guest is required to sign both the credit card voucher and the miscellaneous voucher for acknowledgement of the charge.5. The F/O Agency to process the transaction into the computer ac179、cordingly.6. Cash paid-out is available for in-house guest only and limited to credit card.7. In the event guest requests for the cash amount exceeding RMB2500, it must be approved by the hotel senior management. 8. Cash paid out from room account is restricted unless a prior approval obtained from 180、FOM or Finance Controller.9. For cash paid out for deposit refund due to payment change or outstanding balance refund, please refer to the P&P of “Deposit Refund”. 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE306制度POLICY Safety Box ( Guest use)编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门D181、EPARTMENT CONCERNED Front Desk Personnel Security Engineering Dept.目的OBJECTIVE:The intention of this policy is to create an optimum guest service satisfaction by taken good care of their personal belongings. 执行程序PROCEDURES:1. The safety box room locates at the lobby area, providing the rental servic182、e for the in-house guest only on complimentary basis.2. Generally, each safety box can be only operated with the two keys system, one is to be issued to the guest ,another one is the general key, which is kept in the safety box key cabinet, or linked with a secure iron link.3. The “Safety Box Applic183、ation Form” should be completed in a clear manner upon the request for a safety box:a) The Guest Nameb) Room Numberc) Guests Signatured) Application Date4. The F/O Agency to open the empty safety box by the general key and respective key obtained from the key cabinet.5. The guest stuff must be caref184、ully locked into the empty safety box in presence of the guest, and the F/O Agency should double check the form if its completely filled in before issuing the key to the guest.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE307制度POLICY Safety Box ( Guest use)编号REF CODE执行职位POSITION RESPONSIBLEFront Office185、 Agency涉及部门DEPARTMENT CONCERNED Front Desk Personnel Security Engineering Dept.6. Box number and the signature of the F/O Agency concerned should be stated on the form as well, then the form to be filed in the designated drawer for future reference.7. The safety box number should be keyed into the c186、heck-out message field of respective room in computer system, to alert the F/O Agency to for reminding the guest to close the box upon departure.8. The guest is required to initialize on the application form for each transaction in withdrawing or storing his/her personal belongings from/into the saf187、ety box.9. The guest should initialize on the card as well for closing out the safety box. The record form then to be taken out and placed into a “Close” file for future reference.10. Overnight shift staff should carry out the key inventory against the key cabinet and existing application card on da188、ily basic, the Assistant Manager should be reported right away for any discrepancy and action accordingly.11.Any key lost is subject to a charge at HKD500 for the replacement. Duty Assistant Manager should be called to handle the drill open of the safe in the witness of security, engineering and gue189、st when happens.12.The door to the safety box room must be closed at all time. The room key should be kept by the shift leader, and to be handed over shift by shift. A video camera should be installed inside to prevent any unprofessional conducts.13.All the entrance accessing to these area must be l190、ogged down on the record book, failure of doing this is subject to a disciplinary action.14.Thierey in the safety box area is considered as a serious offence, which is subject to a immediate dismissal and sent to PSB for further action.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE308制度POLICYSpecial Di191、scount编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDReservationAll Dept / Division HeadSales & Marketing Dept.目的OBJECTIVE:This policy is intended to increase hotel revenue through the extension of special concession to all those whom the hotel management believes can r192、eciprocate by giving more business to the hotel for reasons of their title or position.执行程序PROCEDURES:1. SPECIAL DISCOUNT on rooms may only be approved and authorized by the General Manager, or Resident Manager in the absence of GM.2. Under normal circumstances, special discount on rooms shall be ba193、sed only on all published rates, unless otherwise decided.3.Request for room discount shall be done by accomplishing the form which consist of special discount request.4.The reason for the discount request must be valid and not be disadvantageous to the hotel.5.The following information must e indic194、ated in details on the Special Discount Request Form:a. Name of guestb. Position / Companyc. Period of stayd. Number of room requestede. Reasonf. Requesting Departmentg. Date of requestedh. Approved by6.After being approved, the form then be forwarded to Reservations and/or FOM /Front Desk Manager f195、or follow up action.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE309制度POLICYCheck Out Notice Card编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk personnelHousekeeping目的OBJECTIVE:The purpose of this policy is to maintain a accurate forecast on the hotel occupancy196、 and tightly control the room status, to maximize the hotel room sales.执行程序PROCEDURE:1. The proper distribution of the Check-Out Notice Card shall be the responsibility or the Front Office Agency.2. The Check-Out Notice Card may only be distributed or given out to guests when occupancy forecast is o197、ver 80% and the possibility of running a tight room situation.3. The Check Out Notice Card shall be sent to guest rooms of hose expected to check out the following day. The Front Office Agency shall prepare and send it on the afternoon of the preceding day before the actual check out date.4. The Fro198、nt Office Agency should re-confirm the actual departure date and update the computer if any extension once receiving the calling for the guest.5. For those guest leaving on schedule, F/O Agency should alert the guest of the departure time and try not to arrange late check out if the room status is c199、ritical.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE310制度POLICYAuthorization For Usage Of Room编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNED Front Desk Concierge Housekeeping目的OBJECTIVE:The intention of this policy is to create an optimum guest service satisfaction.执行程序200、PROCEDURES:1. In house guest may authorize his close friends or relatives to gain access to his room during his absence.2. The guest shall be required to fill out completely and sign an “Authorization for usage of room”, which shall contain details and information about the person who is authorized 201、to pick up the key.3. The person authorized to pick up the key shall likewise be required to present a valid identification and to sign on key authorization form to acknowledge the receipt of the key.4. If a specific time is given by the guest for the use of the room, the Front Office Agency must re202、trieve the room key at the end of said period.5. The Assistant Manager shall counter sign on the form before the key is handed and after the day has been returned.6. The key authorization form should be filed for future reference.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE311制度POLICYDeposit Refund编号203、REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk personnelFinance Department目的OBJECTIVE:The intention of this policy is to standardize the procedure of refund guest deposit due to balance or payment change to maintain the smooth operation.执行程序PROCEDURES:1. Only R204、MB and HKD are acceptable at Front Desk as deposit for guest accommodation and can be refund definitely at guest check-out stage. Other foreign currency can be refunded only it be porarily kept as deposit in the Front Desk.2.Front Office Agency is requested to retrieve the deposit receipt from the g205、uest paying cash as room deposit.3.A paid-out voucher to be presented in details to the guest for each deposit refund:a) Date / Guest name / Room number b) Description of the type of deposit refund (outstanding balance refund, payment change)c) A corresponding amountd) Front Office Agencys signature206、4.The guest is required to sign in full (not initialed) on the paid-out voucher to identify he/she has received the deposit.5.The update bill to be presented to the guest who changes payment after the adjustment into the computer is completed.6.The paid-out voucher must be attached with the concerni207、ng bill for reference.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE312制度POLICYUpgrade编号REF CODE执行职位POSITION RESPONSIBEFront Office Agency涉及部门DEPARTMET CONCERNEDFront Office personnelSales & Marketing Sales Centre目的OBJECTIVE:The purpose of this policy is to maximize the room revenue through upselling, 208、and create a clear distinction between different room category.执行程序PROCEDURES:1. Bed types are confirmed considerably to guest against the room availability, the guest request (Insist on reserving a King or Twin room ) to be keyed into the “Trace” field by Reservations personnel for Front Desk to fo209、llow up.2. Under the circumstances of running full house, Reservation personnel should only confirm the room type, while the bed type is never confirmed unless for the guaranteed booking. 3. Subject to the availability, the F/O Agency to accomplish the room assignment according to the trace report g210、enerated from the computer next day.4. For the on-date request, it should be served on the “First come First go” basic.5. In event of the limitation of the certain room category, which the guests request is unable to be entertained, the F/O Agency should handle the case tactfully and courteously by 211、offering the alternately: “Mr.Chen, I am sorry, but the Superior King / Twin room has been fully booked already. Would you mind if we arrange you the Superior Twin / King room or the Deluxe King / Twin room with the extra charge at HKD/RMB_”6. Dont just upgrade guest to next room category easily whe212、n the bed type is unavailable, as the guest might take it for grant in his/her future visit.7. Duty Assistant Manager or Front Desk Manager should be called for any further assistance, and to deal with in a flexible manner.8. Upgrade can be only approved by Front Desk Manager, Assistant Manager and 213、above in the Front Office Department with detailed justification.9. Upgrade request from Executive Office or Sales & Marketing should be forward to FOMs Office for handling personally.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE313制度POLICYUpgrade编号REF CODE执行职位POSITION RESPONSIBEFront Office Agency涉及部214、门DEPARTMET CONCERNEDFront Office personnelSales & Marketing Sales Centre10. Front Desk Manager to check daily upgrades room report and ensure the reasons for upgrade is stated and justified.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE314制度POLICYExpress Check Out编号REF CODE执行职位POSITION RESPONSIBLEFront215、 Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk personnelFinance DepartmentHousekeeping Dept.目的OBJECTIVE:This policy is to offer other option to our guests for check-out process.执行程序PROCEDURES:1. The Express check-out are extended to guests who have imprinted their credit card upon check-in.2. For 216、on day due-out guests, a copy of their final folio Express Check-out Envelope should be sent to guest room on the night prior to scheduled departure date.3. When Front Office Agency receives the Express Check-out Envelope, they should check if the guest signature has been obtained on the envelope. O217、therwise, the guest should be politely asked to sign on it. Then the Front Office Agency need to confirm with the guest that this signature is to authorize the hotel to charge the bill to his/her credit card.4. In case of the computer down, the F/O Agency should ask for the contact number / address 218、from the guest for future contact.5. The F/O Agency to inform HSKP to inspect the room.6. The Express Check-out Envelope is then to be attached to the copy of the guest final folio, and sent to the Accounting Dept. together with the Balance Report at the end of the shift.7. A final copy of guest fol219、io will be sent out to the guest within 48 hours of the check-out time. This is to be handled by the Accounting Department.8. For the guest request for Express Check-out during computer down, following the step 3 to step 7, and one copy of final guest folio will fax to guest at the end of the shift 220、or post to the address specified.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE315制度POLICYBack Up Procedure编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Office personnelHousekeeping Dept.Finance Dept. / EDP Dept.目的OBJECTIVE:This policy intends to minimize the operat221、ion influence caused by the unpredictable technical issue as low as possible through the advance contingency.执行程序PROCEDURES:1. In case of system failure, the F/O Agency should be prepared with the following reports:a. In-House Guest List ( by Room No. & by Alpha)b. Housekeeping Room Status Report ( 222、Including Vacant Clean, Vacant Dirty, Out Of Order/Service)c. Expected Arrival Listd. Expected Departure Liste. Open Balance Report2. F/O Agency would have to carry out all jobs functions manually by using the above reports during the system down:I) When a guest checks-in with reservation:a. F/O Age223、ncy should verify the reservation on the Arrival List and present the guest with the printed Registration Card for registration.b. Assign a vacant and clean room by using the “Room Status Report”, then cross out the room number to avoid double-sale and mark the room number on the “Expected Arrival L224、ist”. Always remember that the room assignment is centralized to one personnel, ether the Front Desk Manager or the Shift Leader in her absence, this is to avoid the necessary confusion in giving the room to guest.c. Issue Welcome Booklet together with keycard to the guest, and message or fax if any225、.d. Inform HSKP, Operator and the section concerned that the guest has checked in.e. Add the guest name into the “In-House Guest List”.f. The reservation correspondence should be attached to the Registration Card after having finished the manual check-in.g. Keep all the Registration Card together in226、 a regular place until the system is back to normal and 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE316制度POLICYBack Up Procedure编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Office personnelHousekeeping Dept.Finance Dept. / EDP Dept.h. process the check-in into th227、e computer system.II) Walk-In a guest: Performs as above step “b” to step “g” of “Check-In guest with reservation”.III) Check Out:a. F/O Agency to get the guest balance of the corresponding room number by using the “Open Balance Report” at the check out stage.b. Inform HSPK to inspect the room.c. Co228、nfirm with PABX whether the room has obtained telephone charge or not.d. Manually write the individual charges on one guest folio according to the concerning reports. Likewise, The Room charge, Room service charge, Telephone charge, Mini bar or F&B outlets charge, etc. other expenses.e. The guest is229、 asked to sign on the folio which the cover to be given to the guest for identification.f. Try to obtain the business card, the mailing address or the fax number from guest, so that the official bill can be forward to the guest when system return to normal. g. Inform HSKP, Operator and the section c230、oncerned that the room has been checked out.h. Mark the “Room Status Report” to indicate that the room has been check-out.i. Keep all the guest folios together in a regular place until the system back to normal and process the check-out in the computer system.IV) Any Inquiry for guests, use the “In-231、House Guest List” or the “Expected Arrival List”.V) A set of back up report should be copied to Telephone Room as well for any telephone inquiry.VI) Back up report printing out should be the part of the duty when doing the shift hand-over daily.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE317制度POLICYR232、ebates编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk personnelFinance Department目的OBJECTIVE:The intention of this policy is to avoid unnecessary loss of credit risk and/or to correct errors.执行程序PROCEDURES:1. All rebates given to guests on room price, food & b233、everage, telephone or correct errors, etc must be handled by the duty Assistant Manager.2. Front Office Agency to prepare rebate voucher which contain such pertinent information as:a) Date / room Number / Guest Nameb) An explanation of what is being rebated / corrected for whatever reasonc) A breakd234、own of amounts ( base, tax, service charge)d) Both the guest and the F/O Agencys signature3. The duty Assistant Manager then to sign the rebate voucher to identify that the rebate can be honored.4. The rebate voucher must be attached with all the concerning supporting by the F/O Agency for reference235、.5. The update bill to be presented to the guest after the adjustment into the computer is completed.6. The F/O Agency is empowered to carry out the rebate for Mini Bar with the amount less than RMB50 without the prior approval from the duty Assistant Manager, to ensure the smooth checkout process. 236、While the F/O Agency needs to have the duty Assistant Manager countersign for it as the acknowledgment to grant the rebate.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE318制度POLICYVIP Recognition编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront DeskSales & MarketingHous237、ekeeping目的OBJECTIVE:To ensure special attention is to be given to the VIP guests who may be in potentially influencing major business for the hotel.执行程序PROCEDURE:As A VIP guest, this person will receive:1 VIP amenities.3. Personal Welcome Card from the General Manager.4. Best room in category reques238、ted or upgrade possible.5. Being greeted and escorted to room for registration by management.6. Approval of VIP status is limited to members of the Executive Committee.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE319制度POLICYV.I.P Check In Process编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部239、门DEPARTMENT CONCERNEDFront Desk AMHousekeeping/ SalesRoom Service目的OBJECTIVE:The purpose of the policy is to separate check in process of VIP guest from the normal F.I.T to ensure the guest feels being recognized and special, as well as more efficient and personalized service can be extended at the 240、spot.执行程序PROCEDURES:1.PRE-ARRIVAL PREPARATION1. 1 FOM is responsible to review the VIP list for next day arrival and percolation of rooms assignment should be done if possible.1.2 Assistant Manager should always de aware of all pre-arrangement prior to guest arrival. If the VIP is expected to be arr241、ived very early, the room should be ready a night before, and if the arrival time is after mid-day , the room should be ready at 11am or 2 hours prior to the arrival.1.3 Registration Card and Welcome Booklet for VIP arrivals will be prepared by Night Manager. If rooms are ready and clean, prepare ke242、ys and key holders.1.4 Morning shift AM shall inspect all the VIP rooms to ensure high standard of cleanliness and the pre-assigned amenities are delivered. The well-prepares registration cards will put inside the folder as well as the Welcome Booklet and keys to be kept with Reception. The key card243、s should be tested before the guest arrival.2. UPON ARRIVAL2.1 Once the VIP arrives, the Assistant Manager shall greet guest and escort guest to the assigned room. If Assistant Manager is not in the lobby, Front Desk Manager or Front Office Manager will escort the guest to the assigned room immediat244、ely.2.2 The Assistant Manager will explain all hotel and facilities in details. 2.3 The Assistant Manager will ask the VIP to sign on the registration card and obtain credit from the guest.2. 4 Housekeeping will be informed to serve welcome tea.3. VIP CHECK OUT政策制定人PREPARED BY审批人APPROVED BY采用日期EFFEC245、TIVE320制度POLICYV.I.P Check In Process编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk AMHousekeeping/ SalesRoom Service3. 1 Assistant Manager should review the bill of all the VIP guests who schedules to check out t today to ensure the accuracy of the bill.3.2 246、Upon VIPs departure, Front Office Agency should inform Assistant Manager to attend the guest to obtain the valuable comments if any.3.3 Night Manager will check VIP no show and collect the folders from the rooms. Housekeeping and Room Service should be informed accordingly to withdraw the amenities.247、政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE321制度POLICYMiscellaneous Charges编号REF CODE执行职位POSITION RESPONSIBLEFront Office Agency涉及部门DEPARTMENT CONCERNEDFront Desk personnelFinance DepartmentAll Department目的OBJECTIVE:The policy is for expenses incurred on behalf of the guest or out of the norm servic248、e.执行程序PROCEDURES:1. Informally record the posting of such expenses to guest even outside guest accounts:a) Clinic chargesb) Beauty Saloon chargesc) Transportation chargesd) Other charges not under normal process 2. The miscellaneous vouchers to be prepared by Front Office Agency with details:a) Date249、/ Guest name / Room numberb) An explanation for the charges.c) A corresponding amount 3. One copy of the miscellaneous voucher should be issued to the department concerned for file.4. All the original miscellaneous vouchers to be attached together with the concerning bill, supporting for reference.5250、. The F/O Agency to process the transportation into the computer accordingly.6. The concerning Department should be informed considerably by the F/O Agency if necessary.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE322制度POLICYExecutive Floor-Afternoon Tea Service编号REF CODE执行职位POSITION RESPONSIBLEExecut251、ive Floor Purser涉及部门DEPT.CONCERNEDAll Front Office PersonnelF & BKitchen 目的OBJECTIVE:The purpose of this policy is intending to standardize the procedure for serving the Executive Floor guest with the afternoon tea, a part of the benefit for Executive Floor. 执行程序PROCEDURES: Afternoon tea is served i252、n the Executive Lounge for all Executive Floor guests. 1.Afternoon tea service starts from 14:30hrs to 17:00hrs.2.The pastries are sent by the pastry kitchen staff before 13:00hrs and collected after 17:00hrs.3.The Executive Floor Purser shall set up the place in accordance to the standard for tea s253、ervice.4.Fresh coffee and snack must be available during the afternoon tea, the item is subject to be changed on a regular basic.5.The Purser should co-operate with the kitchen staff for the food delivery and return if any, and acknowledge on the food transfer record for cost transfer.6.The Executiv254、e Floor Purser should be alert to offer help.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE323制度POLICYExecutive Floor Linen编号REF CODE执行职位POSITION RESPONSIBLEExecutive Floor Purser涉及部门DEPT.CONCERNEDFront Office PersonnelF & BHousekeeping目的OBJECTIVE:The purpose of this policy is to tightenly control on t255、he linen hand over, to reduce the unnecessary lost.执行程序PROCEDURES:1. The clean linen, such as table cloth, napkin, face towel etc, should be placed properly together with the F & B set up when serving the breakfast, afternoon tea or evening cocktail.2. A par stock of the linen should be kept in an a256、ppropriate area for the daily operation need.3. The purser should collect and place the dirty linen in the respective rack after dinning hour.4. At 3:00pm daily, the morning shift purser should send the dirty linen to the Linen Room by using the floor trolley.5. The linen exchange should be on “one 257、to one” basic with a detailed hand-over record taken down on the “Linen Daily Record Book”. Any discrepancy occurred should be stated on the remarks field for future replacement.6. The Chief Purser, or her assistant should closely monitor on the stock of the linen daily to ensure the operation can b258、e coped with. Any natural damage should be recorded down for reference.7. An inventory is to be taken monthly and the Chief Purser should co-operate with Housekeeping on the regular replenishment. 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE324制度POLICYExecutive Floor-Check Out编号REF CODE执行职位POSITION R259、ESPONSIBLEExecutive Floor Purser涉及部门DEPT.CONCERNEDAll F/ O PersonnelHousekeeping目的OBJECTIVE:To enable a smooth, speedy check out of Executive Floor guest执行程序PROCEDURES:1. Executive Floor guests may check-out at the Executive Floor Lounge on their departure date. 2. Executive Floor Purser shall check260、 and briefly review the bills of all Executive Floor guests on the night before the guests departure date. 3. Upon check-out, the Executive Floor Purser shall ask, when necessary, the guest name and room number. Once known, the Purser shall ask the guest for any mini-bar consumption or any late or r261、ecent charges. 4. Executive Floor Purser shall inform Housekeeping when guest check-out. 5. The Executive Floor Purser shall print the guest folio and shall ask the guest to check and review for any discrepancies in charges.6. Once the guest agrees with all the charges, the Executive Floor Purser sh262、all ask guest to sign on the account folio accept the total payment and shall enter the amount into the computer system to ZERO BALANCE the account. 7. The Executive Floor Purser shall give the guest the original copy of the folio and other pertinent documents of the account.8. The Executive Floor P263、urser shall offer bell service if necessary and inform Concierge.9. Request for extension of check-out time may be allowed subject to the occupancy flow or room availability. Get approval from Assistant Manager or Front Desk Manager. 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE325制度POLICYExecutive Fl264、oor-Breakfast编号REF CODE执行职位POSITION RESPONSIBLEExecutive Floor Purser涉及部门DEPT.CONCERNEDAll F/ O PersonnelF & BKitchen 目的OBJECTIVE:The purpose of this policy intends to standardize the procedure for serving the guest with the breakfast at the Executive Lounge.执行程序PROCEDURES:As part of the Executive F265、loor privilege, breakfast is served to all Executive Floor guests on a daily for the duration of their stay.1. The Purser should advise the Western Kitchen of the actual occupant at Executive Floor on the previous night, so that the breakfast can be prepared accordingly.2. Breakfast set-up shall sta266、rt at 6:45 daily, and shall be prepared by the Executive Floor Purser and kitchen staff.3. Breakfast cutlery shall be set-up and double checked as its cleanliness.4. The breakfast item might be sent to Executive Lounge by two different bathes if the volume for breakfast is large. The Purser should c267、losely monitor on the breakfast items for need of eplenishment which must be coordinated to the kitchen.5. Breakfast items served maybe changed occasionally depending on the flow of demand.6. Executive Floor Purser should greet every guest when he/she comes to the lounge, escort him/her to take seat268、, offer tea or coffee automatically. 7. Purser should be alert to offer help.8. All area should be maintained clean and neat with breakfast set-up during the breakfast time.9. The Purser should coordinate with the Kitchen staff on the food delivery and return if any, and acknowledge on the food cost269、 transfer accordingly.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE326制度POLICYExecutive Floor-Check In编号REF CODE执行职位POSITION RESPONSIBLEExecutive Floor Purser涉及部门DEPT.CONCERNEDAll F/ O PersonnelHousekeeping目的OBJECTIVE: The purpose of this policy is enable to provide efficient and courteous service for270、 Executive Floor guest. 执行程序PROCEDURES:1. The Executive Floor Purser shall ensure that all the rooms for expected arrival have been pre- blocked. The rooms are ready at least one hour before the estimated time of arrival and amenities have been set up in the room.2. It shall be the responsibility of271、 the Executive Floor Purser to pre-register and prepare room key for all arrivals of the Executive Floor.(pre-registration must be typed or printed out from computer).3. A welcome letter from the General Manager will be placed to together with enclosures explaining the different facilities and privi272、leges that the guest is entitled to for the duration of his/her stay issued by Chief Purser in guest room before guest check-in.4. The Executive Floor Purser shall deliver a welcome letter and newspaper (Chinese or English ) to guest room before guest check-in and check the room.5. Upon arrival of a273、 Executive Floor guest, the F.O. agent will immediately inform the Guest Relation Officer or the Asst. Manager to escort the guest the Executive Floor Lounge, and at the same time, the F.O.Agency shall call the Executive Floor Purser to inform of the guests arrival.6. The Executive Floor Purser shal274、l prepare and be ready at the entrance of the lounge to extend the welcome greetings with guest name, Good afternoon, Mr. Chen, Welcome to the Executive Floor . or, Welcome back, Mr Leung.7. The Purser shall ask the guest in a polite manner to be seated and relax, serve welcome drink with cold towel275、 (summer) or hot towel (winter). At the same time, the Purser shall complete the registration form and shall affix his/her signature.8. During the registration or check-in process, the Executive Floor Purser shall ensure that the registration form is complete, and the method of payment is made clear276、.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE327制度POLICYExecutive Floor-Check In编号REF CODE执行职位POSITION RESPONSIBLEExecutive Floor Purser涉及部门DEPT.CONCERNEDAll F/ O PersonnelHousekeeping For Credit Card - guest is the legitimate cardholder - check validity date - imprint using the right credit card vou277、cher if necessary - obtain approval code and attach voucher on R-form - key in the approval amount and approval code into computer system after check-in the guest For Cash- Politely inform the guest that cash transaction may be accommodated in the on a limited- basis only. Further assistance to this278、 regard shall be readily accorded by the Executive- Floor Purser9. After the registration process, the Purser shall escort the guest to the assigned room, and shall explain clearly the room facilities.10. The Executive Floor Purser must remind the guest of the Executive Floor Lounge extension number279、 in case future assistance is needed.11. The Executive Floor Purser shall check-in the guest details in the computer system and modify guest profile with Panglin standard. - guest is the legitimate cardholder - check validity date - imprint the right credit card voucher if necessary - obtain approva280、l code and attach voucher on registration form - key in the approval amount and approval code into computer system after check-in the guest 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE328制度POLICYExecutive Floor Meeting Room Rental编号REF CODE执行职位POSITION RESPONSIBLEExecutive Floor Purser涉及部门DEPT.CONCER281、NEDFront Office PersonnelHousekeepingAll Departments目的OBJECTIVE:This policy is intending to accommodate the guests needs in the meeting facilities, and extend to them as part of the Executive Floor benefit.执行程序PROCEDURES:The Executive Floor has conference room with facilities for using meeting confe282、rence, interviews or presentation. The meeting room will be complimentary for the first 2 hours usage by the Executive Floor guest, over than that is subject to be charged according to the meeting room rental price. Advance booking is encouraged.1. Upon request, the Purser shall ask the guest the de283、sirable date, time, no. of the person and duration of usage.2. The Purser should ask the guest to show his/her Welcome Card and key card politely for verify.3. The Purser should check the availability of the meeting room before confirming with the guest.4. Ask if the equipment is needed or required 284、and inform guest of charges according to the equipment rental price list.5. The Purser should inform the guest that the coffee and tea can be served or complimentary basic during the meeting.6. The Purser should obtain the guests signature on the voucher and post it into system after the room has be285、en used if any charge. 7. The Purser shall thoroughly clean and maintain the meeting room at all times. If assistance is necessary, call the Housekeeping Department.8. Hotel discourage employee / other department to use the Executive Floor meeting room unless prior approval from Front Office Manager286、.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE329 制度POLICYGuest Message Handling 编号REF CODE执行职位POSITION RESPONSIBLEAll Telephone Operators涉及部门DEPARTMENT CONCERNEDAll Department Heads All Front Office Personnel目的OBJECTIVE:To ensure all messages to hotel guests and internal personnel are to be handled a287、nd delivered in a professional manner with efficiency.执行程序PROCEDURES1. All messages must be treated and attended to with utmost importance and urgency, whether it is for a guest or internal personnel.2. Upon noticing that a message has to be taken, the staff must first check whether registered in th288、e hotel.3. The staff taking the message must listen carefully and write down all the exact details and wheneverNecessary, may stop the to clarify words or sentences not clearly understand. Names of both parties must be correctly spelled. 4. After the message has been relayed, the staff must repeat t289、he message in its entirely to the guest.5. For in house guests, once the message is confirmed to be correct, the staff shall key it into the computer system completely and accurately.6. Once the message being printed out, Concierge personnel should send one copy to Front Desk to place at message rac290、k for guest to check, and send another copy to guest room immediately.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE330制度POLICYEmergency Call编号REF CODE执行职位POSITION RESPONSIBLEAll Telephone Operators涉及部门DEPARTMENT CONCERNEDAll Departments All Front Office Personnel目的OBJECTIVE:This policy intends to a re291、spond and act on the emergency in a professional manner.执行程序PROCEDURES:1. Ask the caller what he / she had seen.2. Ask the caller what location he / she is in.3. Obtain the callers name and room number if he / she is the in house guest.4. Inform the concerning department personnel:- Assistant Manger292、- Engineer on duty - Security Manager on duty - Executive on duty5. Take down the time you inform the people and the time they respond.6. Stay back for further instruction from executives.7. Record it and file.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE331制度POLICYScreening Call编号REF CODE执行职位POSITION293、 RESPONSIBLEAll Telephone Operators涉及部门DEPARTMENT CONCERNEDAll Department Heads All Front Office Personnel目的OBJECTIVE:The purpose of this policy is to be able to accommodate special requests from hotel guests as to their needs.执行程序PROCEDURES:1. Hotel guest may either request for a screen call direct294、ly to the operator or through Front Office personnel, who in turn will relay to the operator.1. The operator, upon receipt for the screen call request, shall record the guest name, room number and time.2. The operator shall likewise, take down other important details such as, acceptance for long distance or overseas calls, if guest agrees to tell call