某星级酒店管理制度范本(DOC 178页)
某星级酒店管理制度范本(DOC 178页)内容简介
1.酒店门前工作hotelfrontdoorservice
2.门童服务doormanservice
3.旗帜升降raiseanddropflag
4.出租车服务taxiservice
5.专线车服务speciallinevehicleservice
6.带房程序show-roomservice
7.散客离店walk-indeparture
8.团队入住teamchecking-in
9.团队离店teamdeparture
10.换房changeroom
11.行李提取luggagepicking-up
12.行李寄存luggageconsignation
13.行李处理luggagehandling
14.行李房luggageroom
15.行李房管理managementofluggageroom
16.行李房钥匙管理managementofthekeytoluggageroom
17.店外修理服务repairingservicefromoutsideofthehotel
18.邮件管理mailmanagement
19.邮包/挂号信投寄deliveryofpackage/registeredmails
20.包裹/挂号信领取pickinguppackage/registeredmails
21.报纸/邮件/留言的传送passageofnewspaper/mails/messages
22.派送程序sending-offprocess
23.车辆预订vehiclereservation
24.内部用车vehicleuseagewithinhotel
25.车辆维修vehiclerepair
26.车辆加油vehicleoiladding
27.日常工作daliywork
28.车辆清洗carwashing
29.行车记录recordofvehicleusage
30.车辆月报告monthlyvehiclereport
31.车辆钥匙管理managementofvehihclekeys
32.车辆运作管理managementofvehicleoperation
33.司机操作程序driver’soperationprocess
34.机场送机airportsending-off
35.机场接机airportpick-up
36.穿梭巴士airportshuttle
37.司机管理drivermanagement
38.车匙及证件管理managementofcarkeysanddrivinglicenses
39.车辆日常管理dailyvehiclemanagement
接待Reception
任务排列描述
TaskNo: Description
1.政策与程序policyandprocess
2.电话礼仪telephonecourtesy
3.接电话准则principleofansweringphone
4.接听电话标准standardofansweringphone
5.住宿登记管理managementofregisteration
6.散客入住办理checking-inforwalk-ins
7.团队入住checking-inforteam
8.团队相关事项办理relatedprocessforteamthatchecksin
9.老弱病残客人入住checking-infortheold,weak,silk,anddisable
10.贵宾接待VIPreception
11.住房押金deposit
12.延住extension
13.加床extrabed
14.换房roomchange
15.日租房dailyrentroom
16.免费房complimentaryroom
17.自用房houseuse
18.房价变更adjustmentofroomprice
19.房价差异roompricedifference
20.客房展示roomshow
21.排房原则principleofroomarangement
22.当日排房roomarrangementoftheday
23.提前排房roomarrangementinadvance
24.超额预订extrareservation
25.留言message
26.接送服务picking-up/sending-offservice
27.回头客/长住客returnedcustermer/long-stayguset
28.预离跟催paymentrequestbeforedeparture
29.团体退房teamdeparture
30.手工结账manualchecking-out
31.信用卡核查creditcardcheck
32.支票结算checkcheking-out
33.账项分离accountanditemseperation
34.付款凭证remittancecopy
35.公司挂账chargetocompany’spendingaccount
36.外币兑换foreigncurrencyexchange
37.旅行支票兑换traveler’scheckdeposit
38.账目拒付accountpaymentdenial
39.团体费用漏账teampaymentomission
40.散客漏帐walk-inpaymentomission
41.客人投诉custermercomplain
42.处理投诉的准则principleofhandlingcustermercomplain
43.房间万能钥匙的管理managementofmasterkey
商务中心BusinessCenter
1.邮寄服务mailservice
2.设备租赁服务equipmentretalservice
3.文件装订documentbinding
4.传真接收receivingfax
5.代发传真服务sendingfax
6.长途电话代拨long-distancephonecall
7.打字服务typingservice
8.复印服务copyservice
9.翻译服务translationservice
房间预定RoomReservation
1．电话促销telephonepromotion
2．电话预订telephonereservation
3．传真预订faxreservation
4．团体预订teamreservation
5．订房确认roomreservationconfirmation
6．担保预订guaranteedreservation
7． 房价确认confirmationofroomprice
8．订房婉拒refusalofroomreservation
9．预定未到bookedyetnotarrived
10． 订房变更reservationchange
11． 订房取消reservationcancel
12． 预订审核reservationcheck
总机Operator
TaskNo: Description
1.接电话礼仪telephonecourtesy
2.来电应答标准phoneansweringstandard
3.客房电话转接connectingphonecall
4.电话转接准则principleofconnectingphonecall
5.内部电话处理internalphonehandling
6.客人信息查询guestinformationinquiry
7.电话号码查询phonenumberinquiry
8.叫醒服务morningcallservice
9.留言服务messageservice
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2.门童服务doormanservice
3.旗帜升降raiseanddropflag
4.出租车服务taxiservice
5.专线车服务speciallinevehicleservice
6.带房程序show-roomservice
7.散客离店walk-indeparture
8.团队入住teamchecking-in
9.团队离店teamdeparture
10.换房changeroom
11.行李提取luggagepicking-up
12.行李寄存luggageconsignation
13.行李处理luggagehandling
14.行李房luggageroom
15.行李房管理managementofluggageroom
16.行李房钥匙管理managementofthekeytoluggageroom
17.店外修理服务repairingservicefromoutsideofthehotel
18.邮件管理mailmanagement
19.邮包/挂号信投寄deliveryofpackage/registeredmails
20.包裹/挂号信领取pickinguppackage/registeredmails
21.报纸/邮件/留言的传送passageofnewspaper/mails/messages
22.派送程序sending-offprocess
23.车辆预订vehiclereservation
24.内部用车vehicleuseagewithinhotel
25.车辆维修vehiclerepair
26.车辆加油vehicleoiladding
27.日常工作daliywork
28.车辆清洗carwashing
29.行车记录recordofvehicleusage
30.车辆月报告monthlyvehiclereport
31.车辆钥匙管理managementofvehihclekeys
32.车辆运作管理managementofvehicleoperation
33.司机操作程序driver’soperationprocess
34.机场送机airportsending-off
35.机场接机airportpick-up
36.穿梭巴士airportshuttle
37.司机管理drivermanagement
38.车匙及证件管理managementofcarkeysanddrivinglicenses
39.车辆日常管理dailyvehiclemanagement
接待Reception
任务排列描述
TaskNo: Description
1.政策与程序policyandprocess
2.电话礼仪telephonecourtesy
3.接电话准则principleofansweringphone
4.接听电话标准standardofansweringphone
5.住宿登记管理managementofregisteration
6.散客入住办理checking-inforwalk-ins
7.团队入住checking-inforteam
8.团队相关事项办理relatedprocessforteamthatchecksin
9.老弱病残客人入住checking-infortheold,weak,silk,anddisable
10.贵宾接待VIPreception
11.住房押金deposit
12.延住extension
13.加床extrabed
14.换房roomchange
15.日租房dailyrentroom
16.免费房complimentaryroom
17.自用房houseuse
18.房价变更adjustmentofroomprice
19.房价差异roompricedifference
20.客房展示roomshow
21.排房原则principleofroomarangement
22.当日排房roomarrangementoftheday
23.提前排房roomarrangementinadvance
24.超额预订extrareservation
25.留言message
26.接送服务picking-up/sending-offservice
27.回头客/长住客returnedcustermer/long-stayguset
28.预离跟催paymentrequestbeforedeparture
29.团体退房teamdeparture
30.手工结账manualchecking-out
31.信用卡核查creditcardcheck
32.支票结算checkcheking-out
33.账项分离accountanditemseperation
34.付款凭证remittancecopy
35.公司挂账chargetocompany’spendingaccount
36.外币兑换foreigncurrencyexchange
37.旅行支票兑换traveler’scheckdeposit
38.账目拒付accountpaymentdenial
39.团体费用漏账teampaymentomission
40.散客漏帐walk-inpaymentomission
41.客人投诉custermercomplain
42.处理投诉的准则principleofhandlingcustermercomplain
43.房间万能钥匙的管理managementofmasterkey
商务中心BusinessCenter
1.邮寄服务mailservice
2.设备租赁服务equipmentretalservice
3.文件装订documentbinding
4.传真接收receivingfax
5.代发传真服务sendingfax
6.长途电话代拨long-distancephonecall
7.打字服务typingservice
8.复印服务copyservice
9.翻译服务translationservice
房间预定RoomReservation
1．电话促销telephonepromotion
2．电话预订telephonereservation
3．传真预订faxreservation
4．团体预订teamreservation
5．订房确认roomreservationconfirmation
6．担保预订guaranteedreservation
7． 房价确认confirmationofroomprice
8．订房婉拒refusalofroomreservation
9．预定未到bookedyetnotarrived
10． 订房变更reservationchange
11． 订房取消reservationcancel
12． 预订审核reservationcheck
总机Operator
TaskNo: Description
1.接电话礼仪telephonecourtesy
2.来电应答标准phoneansweringstandard
3.客房电话转接connectingphonecall
4.电话转接准则principleofconnectingphonecall
5.内部电话处理internalphonehandling
6.客人信息查询guestinformationinquiry
7.电话号码查询phonenumberinquiry
8.叫醒服务morningcallservice
9.留言服务messageservice
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