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FO-SOP酒店标准操作程序-前厅部(中英文对照)

来源：划驼旅游

STANDARD OPERATING PROCEDURES

标准操作程序

POLICY NO. SUBJECT 编号标题

FO-DM-001 Duty Check List

工作检查表

FO-DM-002 Bomb Threat

威胁

FO-DM-003 Car Accident

FO-DM-004 FO-DM-005 FO-DM-006 FO-DM-007 FO-DM-008 FO-DM-009 FO-DM-022 FO-DM-024 FO-DM-028 FO-DM-030 FO-DM-031 FO-BC-002 FO-BC-005 FO-BC-006 FO-BC-007 FO-CON-002 FO-CON-003 FO-CON-004 交通事故

VIP Check in

重要客人入住

Accident – Guest

意外—客人

Guest Complaints and Disputes

客人抱怨和争执

Request for Doctor/ Hospitalization

求医要求/住院治疗的要求

Fights

争斗

Fire

火灾

Lost & Found

丢失和发现

Safety Box

保险箱

Incoming Faxes/ Email at night time

夜间接受传真/电子邮件

Valuables

贵重物品保管

Guest Birthday

客人生日

Incoming faxes

接收传真

Meeting Room Rental

会议室租用

Outgoing Fax

发送传真

DHL / EMS/ Courier Services DHL

特快专递

Baggage Service for Arrivals

行李抵达服务

Baggage Service for Departure

行李离店服务

Baggage Service for group Arrivals

团队行李抵达服务

FO-CON-005 Baggage Serviceforg roup Departure

团队行李离开服务

FO-CON-006 Baggage Storage

行李贮存服务

FO-CON-007 Brochures, Maps and Directions

指引册，地图，导游册

FO-CON-008 Flags

旗帜

FO-CON-009 All Incoming Items 所有收入条款 FO-CON-010 Newspapers

FO-CON-011 FO-CON-013 FO-CON-014 FO-CON-015 FO-CON-016 FO-CON-017 FO-CON-018 FO-CON-019 FO-CON-020 FO-CON-AR-001 FO-CON-AR-002 FO-CON-AR-003 FO-CON-AR-004 FO-CON-AR-005 FO-CON-AR-006 FO-CON-DRICER-001 FO-CON-DRIVER-002 FO-CON-DRIVER-003 报纸

Outgoing Items

外送物件

Rooming Guest

陪同客人进房间

Shuttle Bus

班车

Outdated mail, faxes and parcels

过期的邮件，传真和包裹

Paging Service

呼叫服务

postal express service

邮政快递服务

Taxi booking and arrangement

出租车预订及安排

Trolley

手推车服务

Umbrella

雨伞服务

Airport send off

机场送行

Airport Pick Up

机场接客

Airport Lost Luggage

行李丢失

VIP Arrive-Limousine

接重要客人-豪华轿车

VIP Arrive-( By Taxi )

接重要客人（用出租车）

Mobile Phone

移动电话

House Use/ Complimentary Vehicle 酒店自用/免费用车

Limousine Availability 大型轿车使用率

Limousine Cleaning & Maintenance 大型轿车清洁和保养

FO-CON-DRIVER-004 Mileage/ Petrol Control 运程/汽油控制

FO-CON-DRIVER-005 Limousine Request 用车申请

FO-CON-DRIVER-006 The Responsibility of Driver 司机责任保证 FO-EF-007 Guest Preference

客人爱好

FO-EF-008 Executive Floor Check In

行政楼层入住

FO-EF-009 Hosting

FO-FD-010 FO-FD-011 FO-FD-016 FO-FD-017 FO-FD-018 FO-EFM-012 FO-EFM-016 FO-EFM-017 FO-EFM-018 FO-EFM-020 FO-EFM-023 FO-EFM-024 FO-EFM-025 FO-EFM-027 FO-EFM-028 FO-EFM-029 FO-EFM-030 FO-EFM-031 招待

Computer Down

计算机系统崩溃

Foreign Currency Exchange

外币兑换

Internal Trace Report

内部事务报告

Key Control

钥匙控制

Lost & Found at Check In

失物招领

VIP Check In

重要客人入住

Alleged Theft

偷窃

Guest Complaints and Disputes

客人抱怨和争执

Complimentary / House Use

免费房使用

Request for Doctor / Hospitalization

求医要求/住院治疗

Lost and Found

失物招领

Safety Deposit Boxes Key Inventory

保险箱钥匙清单

Safety Box

保险箱

Valuables

贵重物品保管

In-House Clinic

酒店医疗中心

Guest Birthday

客人生日

Guest Join-In Authorization

会员加盟授权

Guest Comments

客人意见

FO-EFM-032 Booking at other Plaza Royale Hotel

豪廷酒店网络内约定

FO-EFM-033 Hotel Events

酒店活动

FO-TEL-001 Telephone Control DDD/IDD

国际/国内长途电话控制

FO-TEL-002 Call Accounting System

电话记费系统

FO-TEL-003 Call Barring and Unbarring

电话禁呼和解禁

FO-TEL-004 Do Not Disturb Feature

FO-TEL-005 FO-TEL-006 FO-TEL-007 FO-TEL-008 FO-TEL-009 FO-TEL-010 FO-TEL-011 FO-TEL-012 FO-001 FO-002 FO-003 FO-004 FO-005 FO-006 FO-007 FO-008 FO-009 请勿打扰事宜

Guest Locator Feature

为客人接电话至指定地点

Incoming Calls

接听来电

Operator Assisted Calls

接线员辅助呼叫

PABX Adcom Fax System

专用交换机传真系统

PABX Adcom Mail System

专用交换机邮件系统

Public Address Paging System

公共提示标志

Wake up Call

叫醒服务

Personal calls

私人电话

Baggage Service

行李服务

Business Center Service

商务中心

Engineering Service 工程服务

Handling Guest Complaints

处理客人投诉

Handling Incoming Calls

处理来电

Housekeeping Service

客房服务

Room Service-Incoming Call

客房送餐来电

In-Room Dining Order

客房用餐预订

Runner Service

特殊服务

Front Office Terms to Know

前厅部须知

A.H.&M.A. American Hotel and Motel Association.

美国饭店及汽车旅馆协会

Accommodate A promise of a room for a guest – if not in that hotel,

then a commitment to find a room elsewhere. 对客人保证客房的承诺

Adjoining Rooms Two or more rooms side by side without a connecting

door between them. In other words, rooms can be adjoining without being connecting.

两间或两间以上并排的、之间没有房门直接联系的房间。换言之，即相互毗邻但不连接的房间。

Adjust/Adjustment A correction of an error that occurred on a previous day.

对于之前发生的错误给予的修改

Advance Deposit Prepayment of room charges.

房间预付款

Average Daily Rate The average of rates charged for guest rooms during

one day of business. Method of computation: 日收取的商务客人平均房价。估算方法:

ADR = Total guest room revenue divided by number

of rooms sold.

ADR=卖出房的客房总收入除以卖出的房间数量。

Bank Funds issued to cashier for handling guest transactions

which must be balanced at the beginning of each shift. 为客人提供的交易资金必须在每次的开始时移交给出纳.

Block A group of rooms held at the request of Sales or Catering.

一批供销售或宴请使用的房间。

Blocked Room Room numbers assigned in advance of arrival on the

same day of arrival.

房间号码被事先安排和到达时一样的房间。

Booking Agreement Reference material for a number of reservations made

under a company or group.

为公司或团队预订准备的参考材料。

Bucket Tray used for filing guest folios by room number at Front Desk.

在前台上，用于为客人盛放房间号码的便条的碟子

Bucket Check When you compare the room board with the bucket.

用门牌号码和便条比较

Budget Check AM & PM comparison of guest bucket folios with room

rack to verify accuracy of account.

上午和下午的客房便条比较，检测房间帐户的准确性

Catch the Spirit Catch the training spirit with our “Catch the Spirit –

Phase I” education program. The program includes a three-part video training series, facilitator’s guide and

certification program through Plaza Royale International, Inc.,

prepared for Front Desk, Housekeeping and Maintenance employees.

用“领会精神—1”的课程领会精神。该课程包括三个培训系列片。豪廷集团将提供指导和给予资格认证，其中涉及前厅部、客房部员工和维修员工。

“Catch the Spirit – Phase II,” will continue the educational tools that support line-level staff. The focus this year is on the Front Office Professional and Lobby Retailing.

“领会精神—2”课程将继续这一教育员工工作。并主要针对前厅部的销售工作。

The Front Office video based training program is geared toward front desk etiquette, multi-tasking, handling guest

complaints and sales techniques. The “Virtual Lobby” video will highlight the ways to merchandise your lobby to successfully sell all property features and Amenities.

前厅部培训课程基于前台礼节、多重任务、解决客人投诉和销售技巧。“虚拟大堂”的视频课程将总结所有以适宜的特点和令人愉快的事宜销售的方法。

Check-ln Hotel day starts at 6:00 a.m.; however, occupancy of rooms by

arriving guests may not be possible until after the established check-out time (usually 1:00 p.m.).

酒店工作日在早上6点开始，同时，客人离店时间不得超过下午1点

Check-Out (verb) To vacate a hotel room, (taking luggage), turn in key and

pay bill; (noun, hyphenated) a room that a guest has officially vacated. Check-out time is usually 1:00 p.m.

（动词）腾出酒店房间，（取走行李），交还钥匙并结帐；（带连字符的名词）客人正式腾出的房间，一般在1点。

Comforts of Home Every Plaza Royale guest will get all the little extras

to make their stay even more comfortable: in-room coffee-maker, DM/FM alarm clock radio, weekday

newspaper. And at participating locations, they will enjoy free local phone calls and no long distance access charges. Just one more way to add more value to your guest’s stay. 每一豪廷的客人将得到所有令其舒适的额外服务，如：房间内咖啡机、DM/FM警钟收音机，周报等。在人多的地方接听电话，他们将不再为长距离的等待而付费，可享受免费的服务。这是又一种令客人的住宿更超值的方式。

City Ledger Front account turn to back account 前台帐转往后台

Closed Dates Dates on which nothing can be rented because of a “full-house”.

由于客满而无空房的日期

Commercial Rate Rate agreed upon by company and hotel for all individual

room reservations.

经过公司同意和酒店提供给个别客人的预订的价格

Commission Payment Percentage of room rate paid to travel agencies for their

hotel bookings.

旅行社预订的房价的百分比。

Complimentary Room, Comp A room free of charge.

免费房。

Confirmation A written notice to guest in advance of arrival that room has been

reserved.

提醒事先抵达的客人房间已经被预订的书面通知。

Connecting Rooms Adjacent rooms with a connecting door in between.

之间有连接的连通房。

Convention An assembly of association attendees or employees of companies

gathering for a common purpose, usually including meetings, banquets, and room accommodations.

为公司的共同目的，由员工出席者和员工参加的集会，通常包括会议，宴会和住宿

Corporate Rate Guaranteed “not more than” room rates extended to a major

company using hotel often.

确保对酒店常客“不收更多”的房价。

Day Rate Renting room for part of hotel day, normally 9 a.m.-6 p.m. Rate is 50%

of double rate for that room.

通常在早上9点到下午6点的记费日租用房间，房价按双人房价的50%收取。

Deposits A monetary payment to hotel by guest in advance of arrival to assure

room will be held. 客人住房的预付款

Desk Information Book Contains information which needs to be used for

reference.

用做参考的信息册

Direct Bill An account which has been approved by the manager and to which

we will send a bill after check-out. The folio must be signed by the guest at check-out.

由总经理批准的在结帐后送出的帐目。其必须在客人离店时签字

Discount Rates Usually refers to a 50% discount extended to travel agents and

airline employees (some units may include a discount to government employees and others on a per diem basis).

通常是给予旅行社和航空公司职员扩大到50%的折扣（有些情况下可以包括对职员的折扣，其他情况下可以精确到角的程度）

Double A room to be occupied by two people.

一个房间两个人住

Double Double Room A room with two double beds.

一个房间有两个双人床

Efficiency An accommodation containing some type of kitchen facility.

包括一些带厨房设施类型的膳宿

Flag A colored plastic chip placed in the room rack to designate the status of

the room – check-out, recent check-in, etc.

一种可放在房间搁架内使用的，多用与显示如入住或离店等房态的多色彩的塑料片。

Flat Rate Specific room rate for group, agreed upon by hotel and group in

advance.

经过酒店的同意后为团队指定特殊的房价。

Folio Used to record the details of all business transacted between the hotel

and guest during the guest’s stay.

在与客人交往过程中，用于记录酒店和和客人之间特殊商业交易细节的账单。 Forecast Assuming future occupancy of the hotel and final availability status.

设想酒店将来的入住率和最终使用状态。

Front Desk Area where guest checks into hotel, where keys are kept, where mail

is distributed and from which information is dispensed. 客人入住酒店，保管钥匙，邮件和相关信息表格被分发的地方。

Front Office Area where information regarding guests is kept; also

Assistant - Manager’s office.

相关客人信息被保存，经理助手工作的地方。

Front Office Cashier Person who adds up all charges made to a room and

Collects money upon departure guests who occupied it. 将驻店客人离开时的所有费用集中的员工。

Front Office Agent Person who helps guests check- in and keeps track of rooms

available.

为客人办理入住手续和跟踪房态的员工。

Front of the House Entire public area.

公共区域。

Full Comp No charges made for room, meals taken in hotel,

telephone , valet or any items.

房费、餐费，电话费等所有费用全免的服务。

General Clean Indicates thorough cleaning of guest room and bath; done on a

periodic basis. 象征着周期性的房间和浴盆等的彻底清洁工作。

Group Code Type group name on folio under rate information.

在账单上记录着等级信息的团队类型名称。

Group Reservation A specified minimum number of reservations of rooms

handled by the sales department.

由销售部控制的特殊的房间预定的最小值。

Guarantee Figure given by function planner to hotel, at least 24 hours prior to

function, stating number of persons to be served. Most hotels are prepared to serve at least 5% over the guaranteed figure. Payment is made on a basis of the guaranteed number of covers or total number served, whichever is greater.

由计划人至少先于24小时提供的要求被服务的人员数量和功能的信息。多数酒店都是预先做好多于这个保证值的5%的准备。无论规模的大小，付款的比例都将基于保证值或服务的总数。

Guaranteed No-Show (GTD-NS)放弃预订的保证

Guaranteed Reservation (GTD) Assuming guest does not arrive and cancel the reservation on time, so should be pay the room charge by company, travel agent and person and meanwhile offer their company’s credit card.

承诺假如客人没有抵达或者没有在合理时间内取消预定仍为住宿等支付相应款项的公司，旅行社或个人,并且提供公司信用卡帐号。

Guest Charge Anything put on guest’s bill – purchases, room service, telephone,

valet, etc.

客人的房间、电话、服务、消费等的任何费用。

Guest Folio See folio. 客人账单。

Held Luggage Guest’s property held in lieu of payment for accommodations

客人在登记入住时，有行李员帮他照看私人财产.

High Balance Report Prepared for night audit report to notify Front Office Manage.通过夜审向前厅部经理通报客人消费已经超过其限定的情况。

Hold for Arrival Mail and packages, etc. arriving prior to arrival of guest. “Hold

for Arrival” is noted on article. 先于客人到达的邮件、行李等。

“Hold for Arrival”将写在相关物件上。

Home Office Rooms Each Home Office room is outfitted with a large, well-lit

work desk with telephone, with computer dataport, so your guests can work comfortably and effectively at every Plaza Royale location.

每一个家庭办公房需要配备带有全套大工作台、电话、电脑等的房间，客人可以在豪廷的每个地点更加舒适高效地工作。

Hospitality A room used for entertaining (cocktail party, etc.)

Usually a function room or parlor.

用于娱乐（鸡尾酒会等）的房间，通常是一个功能间或者客厅。

Hospitality Suite A parlor with connecting bedroom(s) to be used for

entertaining.

一间和卧室连接用于娱乐的客厅。

Housekeeping Reports Reports turned in to Front Desk by Housekeeping late in

afternoon and used to verify that Housekeeping and Front Desk show same status on all rooms inventory. 客房部在下午交给前厅部的用于核对两个部门房态一致性的报告。

House Count How many rooms have been sold for that night.

当晚房间的出售量。

Information Rack Revolving rack at PBX with all guest information slips filed

alphabetically.

按字母排列的所有客人信息的旋转搁架。

Inspected Room has been thoroughly checked by an inspectress, supervisor or

housekeeper.

由监督员，主管或管家检查过的房间。

Junior Suite A large room with a partition separating the bedroom furnishings

from the sitting area.

有隔断分隔卧室和客厅的的普通套房。

Kids Go Plaza Royale At Plaza Royale, kids always stay free and get free Fun

Packs. And because we care about families, we have teamed up with Scholastic, combining the best of travel, entertainment and education.

在豪廷，儿童享受免费的照顾并得到免费的礼物。这是因为我们关心家庭成员，我们结合了旅游、娱乐和教育，校园化的聚集在一起。

King Largest size bed available from manufacturers; may be 80\" by 80\" or 72\" by

72\"; may be formed by putting two twin mattresses crosswise on twin box springs.

制造商提供的最大的床；有可能是80″*80″或72″*72″；也可能用在双料弹簧上交叉放置两个床垫。

Log Book Daily diary where special instructions are noted for follow up and/or

documentation.

记录特殊指示或文件的日志本。

MAP (Modified DMerican Plan) Rate includes breakfast, dinner and room.

包括早餐、晚餐等级的房间。

M.l.P. Most Important Person.

最重要的人物。

MTD Month to date-these are the accounting totals showing the revenues and

expenditures for a specific month as of a specific date.

特殊注明的月度-----为了将特殊月度划入特殊等级，显示所有收入和开销。 Make Up Change linen on beds, clean room and bathroom, while guest is

registered in room. 在客人登记房间时，为床更换亚麻布，清洁房间和卫生间。

Manager on Duty (M.O.D.) Assumes full responsibility for the hotel in the absence

of the General Manager.

酒店总经理不在时所要承担的全部责任。

Master Bucket Contains internal and master folios.

内部容量和主要的账单。

Night Auditor Person who balances hotel accounts and posts all guest charges

on bills.

平衡酒店帐目及揭示所有客人帐单的职员。

No Show A confirmed reservation which has not been claimed by the customer.

一个确定的但并没有得到客人认可的预定。

Occupancy Number of rooms actually in use.

实际使用的房数。

Open The availability of guest rooms for sale.

供销售的客房的可用性。

Operation Functioning of a hotel, especially activities, dealing directly with

serving guests.

酒店机能，尤其是活动，直接对客服务等。

Out of Order Rooms Rooms that cannot be occupied by guest due to

physical reason like painting defective plumbing, etc. 由于物理性原因如油漆、管道堵塞等而不能使用的房间。

Oversold Reservations have been accepted beyond a hotel’s capacity to

provide rooms.

超出酒店客房承载能力的预定。

Package Tours Special package prepared by tour operators including

rooming, sightseeing, dining, etc.。

由观光经营者准备的包括定房、观光、进餐的特殊包裹

Parlor A sitting room which may or may not have sleeping accommodations.可

以或不能提供住宿的客厅。 Plant The entire hotel operation.

整个酒店的运作。

Pre-block Assigning a specific room or suite number prior to actual arrival date

of guest. 提前为客人以到达日期提前安排房号。

Pre-Registered Guests registered and room number assigned prior to arrival.

Guest needs only to sign.

在客人抵达之前就为其登记并安排房号，客人抵达只须签名。

Property A hotel’s building, land and all facilities connected with it.

酒店建筑物以及其附属的土地和设施等。

Queen A room with a queen sized bed.

有皇后尺寸床的房间。

Rack Rate Maximum room selling prices as established by management.

由管理层制定的最高房价。

Rebate Part or all of rental refunded to guest.

租金额的部分或全部返回给客人。

客人办理入住手续的程序。

Relocate or Walk Guest accommodated at another property because hotel

was unable to offer his request.

由于酒店不能为客人提供相应的服务，而为其提供其他酒店调节。

Reservation Advance request for a hotel room.

对酒店房间事先的预定。

Reservation Card Special reservation request form printed for specific

conventions.

为特定惯例印刷的预定表格。

Rollawa Portable bed, usually twin or double size.

便携式床，通常是双倍的尺寸。

Roll In Put rollaway bed in guest room.

将便携式床推进客人房间。

Roll Out Take rollaway bed out of guest room.

将便携式床推出客人房间。

Room Changes Guest changing from one room to another.

为客人更换房间。

Room Board A piece of Front Office equipment representing the guest rooms in

the form of metal pockets in which colors and symbols identify the accommodations.

一种在金属套内有不同颜色、象征，证明住宿情况、代表客人房间的装置。

Rooming Escorting guest to assigned room.

陪同客人到被安排好的房间。

Rooming List List of names participating in a group reservation block.

填写团队客人预定名字的表格。

Room Revenue Report Report made out by 3-11 agents showing revenue

received for each room number, number of occupants in room.

由3--11名员工制定出的显示每个住房的收入和住房人数的报告。

Rooms Status Availability of guest rooms for sale, i.e. ready, check out etc.

客房销售的可用性，如就绪，离店等。

Run of the House Rate An agreed upon rate generally priced at an average

figure between minimum and maximum for group or corporate accommodations.

给予团队和合作伙伴的房价，一般是最大值和最小值的平均数。

Security Department who responsible for protecting the hotel staff and guests

personal and property safety.

负责保护所有员工和客人人身财产安全的部门。

Selling Up Making an effort to sell the better, higher rated room.

促进销售量和销售价格的努力。

Sell Out/Sold Out All available rooms reserved or occupied on a specific date.

所有可用房间都已被预定和居住的特殊日子。

Sell Through Accepting reservations for multiple nights through sold out dates to

increase occupancy on open dates.

接受多种不同时期的预定，通过旺季时的销售来带动淡季的销售。

Share (or Share With) A guest who joins with another guest already occupying a

room at a hotel (non-family).

客人和另外一个入住的客人合租一间房（不是一家人）。

Single Room to be occupied by one person.

客人单独租用一间房。

Skips Guest leaving hotel without paying the bill.

客人没有结帐就离开酒店。

Sleepers Rooms not physically occupied (possibly skips) and not discovered by

Front Desk , therefore, room not rented due to account still being active.

在工作日内房间没有被租用（可能因跑单）和未被前台发现，所以房间没有被租用，是因为其仍然有效。

Sleep-Out A room in which the guest did not sleep in bed.

客人没有在其房间内过夜。

Studio A room with one double bed and a couch.

拥有一个双人床和一个沙发的房间。

Suite A large room with a sitting area and sleeping area which can be closed

off with a door

一个有会客区域和就寝区域并可以隔断开的大房间。

SuperMiles The SuperMiles program lets your guests earn free hotel stays, car

rental awards and airline mileage vouchers for travel on

Continental, TWA and Canadian Airlines. The more they stay at Plaza Royale, the greater their rewards.

这是一种能够让客人赢得免费住宿、租车奖金、环球航空公司和加拿大航空公司旅行航空里程的活动。在豪廷公司消费得越多，赢得的奖金也就越多。

Tidy-Up To straighten and clean a room after guest’s departure when full

service has been given earlier.

为了清洁、整理房间，在客人离开后提前服务。

Tourist/Economy Commercial-type hotel (usually without private bath.)

商务型酒店（通常没有私人浴室）。

Turn Down Evening service-removing bedspread and turning down bed,

straightening room and replenishing used supplies and linen. 晚间服务：整理床铺、房间和补充易耗品。

Twin A room with two twin beds.

一个拥有两个双人床的房间。

V.l.P. A guest, who for a variety of reasons has been designated by

management to receive special treatment. Usually pre-registered and should be escorted to room by a management representative. 一个因各种原因已经由管理层登记并需接受特殊待遇的人，他通常是提前登记并由管理层代表陪同至房间。

Vacant and Ready A room that is unoccupied, cleaned and ready for renting.

未被占用，已经清洁、代售的房间。

“Walk” the Guest A guest who has reservations, but cannot be accommodated

is taken (gratis) to another hotel where rooms have been procured and paid for by “walking.” 已经预订，但由于房间已经被占用或出售给散客需免费地被提供到其他酒店膳宿的客人。

Walk In Person(s) requesting accommodations for that night who has no

reservation.

没有经过预订要求当晚入住的客人。

Walk Out When a guest leaves hotel without paying his bill.

没有结帐就离开酒店的客人。

STANDARD OPERATING PROCEDURES

: Bomb Threat威胁 Subject Effective Date : Apr.2010

Policy No : FO-DM-002 Issued by : FOM Page : 1 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B

: All Associates

Objectives目标  To minimize alarum among the guests and employees of the hotel.

将客人和员工中的惊惶减低到最小  To safeguard the lives of both guests and employees through proper

evacuation if necessary.

如果有需要可以通过合适的疏散确保客人和员工的生命安全  To eliminate any form of negative publicity to the hotel.

消除酒店的负面公众影响

Policy

It is the hotel’s policy to establish a well coordinated, serious and safety response to a bomb threat in liaison of the police and expert team.

酒店的是建立一个针对威胁协调的、严肃的、安全的反应，并且和、拆弹专家组建立良好的联络。

Procedures程序

1. Usually a Bomb Threat comes in the form of a telephone call or by way of a

letter, a written message and mail parcel.

通常，威胁来自电话、信件、便条、包裹等方式。

2. Anyone who receives a threatening call will try to establish maximum

information from the caller and complete the prescribed Bomb Threat Form. Signal another telephone operator or nearby security officer to set trace on the line. Afterwards the Security Department should be informed immediately.

任何人接到威胁电话，都必须尽量从对方获取信息，尤其是详细地描述威胁的形式。信号通知另外的接线员和附近的安保人员跟踪电话来源。此后立即通知保安部。 3. If the mail attendant or secretary receives a letter or parcel, which is

suspected to be a bomb or other incendiary device, the letter or the parcel should not be touched. Immediately inform the Security Manager. 如果邮件生或秘书接到怀疑为或纵火装置的信件和包裹，该信件和包裹应该被隔离，并迅速通知保安部经理。

STANDARD OPERATING PROCEDURES

: Bomb Threat威胁 Subject Effective Date : Apr.2010

Policy No : FO-DM-002 Issued by : FOM Page : 2 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B

: All Associates 4. Bomb Search

搜查  A search for the bomb will be conducted if the time of detonation given is

more than 30minutes.

如果距离爆炸时间超过30分钟，必须设法寻找。  With the approval of the General Manager and Security Manager, Police

and authority will be contacted to carry out bomb search.

经过总经理、保安经理、和有关当局的同意，将执行的搜寻。 5. Evacuation

疏散  An immediate evacuation will be carried out if the time of detonation is less

than 30 minutes with the approval of The General Manager and Security Manager.

经过总经理和保安经理的同意，如果离爆炸时间少于30分钟，紧急疏散将立即执行。  Police and authority will be contacted to assist in the crisis management.

联系和有关当局协助该危机工作的处理。 6. Action to be taken采取措施  Contact all Department Heads / Supervisors to mobile all available staff to

check their work place for any suspicious parcel or object.

通知所有部门负责人或主管动员所有可用人员检查其工作地点是否存在可疑包裹或物品。  Do not touch anything that is strange and suspicious.

不要触碰任何可疑物品。  Inform the Security Manager if anything suspicious found.

发现有任何可疑物品则通知保安部经理。

7. For the safety of the guest, employees and hotel property, all employees

has to remain calm and coordinate well with the command center for any necessary action to be taken according to the instructions of the police and bomb expert.

为了客人、员工、酒店资产的安全，所有员工都必须保持镇静并且与指挥中心协调，根据和拆弹专家的指示采取必要的行动。

8. No one should act on his instinct, which will expose the safety of the entire

team to the bomb threat during the crisis.

任何人不可凭其本能采取行动，以免在危机中使整个组织受到威胁。

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Bomb Threat威胁 : FO-DM-002 : 3 of 3

: Executive Committee : All Associates Effective Date : Apr.2010 Issued by : FOM Approved by :General Manager Department Head A&B

( HOTEL NAME )酒店名称 BOMB THREAT FORM威胁表格 BOMB INFORMATION信息

Location in the hotel酒店位置: ____________________________________________ Time the bomb explodes爆炸: ____________________________________________ How to recognize the bomb怎样识别炸: ________________________________________ What type of bomb 类型: _____________________________________________ CALLER DESCRIPTION来电者信息 Sex 性别 : _______________ Age range年龄 : __________________ Nationality 国籍: _________________________________________________ Type of accent 口音: _________________________________________________ Talking speed 交谈速度: _____________________________________________ Other characteristics 其他特征: _____________________________________________ Reason for placing the bomb放置原因: __________________________________ Part of political organization 政治面貌: _________________________________________ OTHER Time of the call 通话时间: _______________ Duration of the call 电话持续时间: _________min分钟. Call taken by通话工具: _______________ Call witnessed by通话见证人：__________ Telephone number traced电话号码追踪: ____________________________________ REMARKS备注 CC抄送:

Subject Policy No Page

Distribution

STANDARD OPERATING PROCEDURES

Effective Date : Apr.2010 Issued by : FOM

Approved by :General Manager

Department Head A&B

: Car Accident交通事故 : FO-DM-003 : 1 of 2

: Executive Committee

: All Associates

Objectives 目的  To ensure that the whole process is handled efficiently in the best interest of

both car owner and management.

确保整个程序高效，保证车主和管理方的最大利益。

Policy Statement 阐述

It is the hotel’s policy that all car accidents on the hotel premises are handled efficiently in the interest of both car owner and management.

酒店的是所有和酒店有关的交通事故，都需有效地被处理，并保证车主和管理方的最大利益。

Procedures 程序

1. Inform the Security Department

通知保安部。

2. If the accident occurred in front of the hotel, the cars have to be moved to

lower EFMund as soon as possible.

交通事故发生在酒店前时，应该尽可能快的将车辆移动到隐蔽处。

3. The discussion to resolve the matter has to proceed in a discrete manner,

not to arouse any public attention or crowd.

解决事故的商讨应该采取谨慎的方式，不能引起公众的注意或引来围观群众。

4. Non-related hotel staff to resume their duty and are not allowed to be

involved in the discussion.

非相关酒店人员继续工作，并不得参与商讨。

5. Polaroid picture is to be taken of the damaged vehicle as well as the object

damaged by the car.

与汽车损坏的物品一样，损坏的汽车也要给予照相。

6. Arrange the damaged vehicle to a reliable car workshop for repair.

安排损坏汽车到可信赖的修理厂修理。

STANDARD OPERATING PROCEDURES

Subject Policy No Page

: Car Accident交通事故 : FO-DM-003 : 2 of 2

Effective Date : Apr.2010 Issued by : FOM

Approved by :General Manager

Distribution

: Executive Committee Department Head A&B

: All Associates

Remarks备注

Following information is required for insurance: 下面信息是保险所必要的:

 Guest name 客人姓名

 Copy of passport or ID 护照或身份证复印件  Guest driving license 客人的驾照

 Contact and phone number 合同编号及电话号码  Vehicle number 汽车牌号

 Copy of car registration and insurance policy 汽车登记和保险的复印件

 Brief of the accident occurred. 事故经过

 Damage and estimated cost 酒店估计损失

 Hotel employee involved 酒店涉入员工

 Copy of the identification card of employee involved 涉入员工证明材料

 Copy of the driving license of employee involved 涉入员工驾照复印件

STANDARD OPERATING PROCEDURES

Subject

: VIP Check in 重要客人入住 : FO-DM-012 : 1 of 3

: Executive Committee : All Associates

Effective Date : Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

Objective 目标  To provide VIP service for all VIP guests

为重要客人提供特殊的服务.

Policy Statement 阐述  It is the policy of the hotel that every VIP is warmly greeted by the DM and

the concerned Department Heads upon arrival as soon as the VIP gets out of the car.

酒店的这项指出：每一位重要的客人一出车门就应该得到酒店值班经理和相关部门总监的热情迎接。

Procedures 程序

1. Make sure the room is thoroughly checked, in a perfect condition and VIP Amenities and welcome letter are in the room – The VIP2 room needs to be blocked on the same day and the VIP1 room needs to be blocked one day prior to arrival.

确定房间已经被彻底地检查，舒适的环境和令人愉快的设施及欢迎信已经准备就绪。为客人准备的第二间房在当天要空出；第一间房在使用的前一天要空出。

2. Prepare the registration card as complete as possible as well as a typed key card holder and key (make sure the key is tested). 必须准备好登记卡、钥匙卡套及钥匙（确定钥匙有效）。

3. Put all in a check in folio, together with a pen and the HFA (Hold For Arrival) messages and faxes.

记录所有的检查项目，将钢笔抵达信息及传真等集中在一起。

STANDARD OPERATING PROCEDURES

Subject

: VIP Check in 重要客人入住 : FO-DM-012 : 2 of 3

: Executive Committee : All Associates

Effective Date : Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

4. Coordinate with the Hotel Representative and inform the managers 15 minutes before the VIP is due to arrive.

与酒店代表协调，在重要客人抵达前15分钟通知传信者。

5. Have the Check In Folio ready, together with the HFA messages and faxes and wait for the VIP at the entrance of the hotel – outside.

携已准备好的检查表、抵达信息、传真在酒店门口（外侧）等待客人。 Greet the guest by name and welcome him to Plaza Royale ( Hotel Name ) 称呼客人的姓名来问候客人并表示对其光临本豪廷××（酒店名）的欢迎。

6. Wait till formal greetings from management are finished and inform the guest that he has the privilege to check-in in the privacy of his own room. If the guest hesitates, suggest the Lounge of the Executive Floor (for Executive Floor guests only) or either the EF desk or the Front Desk.

等到正式的问候、欢迎等结束后，告知客人他拥有直接到其房间单独登记的特权。如果客人犹豫，则建议客人到行政楼层（仅仅对行政楼层的客人）或行政楼层接待台或前台办理。

7. Confirm the number of luggage with the guest and make sure the Bellboy gives priority to the VIP luggage.

确定随客行李数量并告知行李员重要客人行李的优先性。

8. Show the guest the way to the elevator and introduce some of the hotel facilities.

陪同客人至电梯，并向客人介绍酒店设施。

9. Open the door for the guest, switch on the light and hold the door for the guest.

为客人开门，开灯及把门。

10. Check with the guest if the room is at his satisfaction, offer the guest a seat

at the desk and request for his signature on the Registration Card politely. 如果客人对房间满意，为客人让座并有礼貌地要求客人在登记卡上签字。

STANDARD OPERATING PROCEDURES

Subject

: VIP Check in 重要客人入住 : FO-DM-012 : 3 of 3

: Executive Committee : All Associates

Effective Date : Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

At the same time the Executive Floor Agent offers the welcome tea. 在此同时，行政楼层接待为客人送迎客茶。

11. Offer the VIP a cup of tea and ask the guest for his credit card number.

Also inquire if the guest is a Plaza Royale Reward Member, and if they need

the flight reconfirmed, or a limousine to be arranged.

为客人送茶,并请求客人给予信用卡号码。同时落实客人是否为豪廷会员，是否需要

航班预订和轿车安排等。

12. Hand over the HFA messages and faxes and inquire if you can be of

further assistance.

如果你需要进一步协助，则移交抵达信息、传真和要求等。

13. Wish the guest a pleasant stay and open the door for the Bellboy for the

luggage.

行李员为客人放置行李，当房门打开时致客人：“旅途愉快”的祝愿。

14. Return the Registration Card to the Front Desk and ensure that it is

checked into the system correctly.

将登记卡归还前台并确定其已经正确地被输入。 .

STANDARD OPERATING PROCEDURES

Subject

: Accident – Guest 意外—客人 : FO-DM-014 : 1 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by : General Manager Distribution Department Head A&B

Objectives 目标  To ensure that the injured guest is being treated with medical attention

immediately.

确保受伤客人能够立刻得到医护。  The life of the injured guest is safeguarded through prompt action.

通过及时的行动,保障客人生命安全。

Policy Statement 阐述

It is the hotel policy to ensure that any accident involving a guest is handled promptly to safeguard his live.

此项旨在确保任何客人受伤时能够迅速得到生命保障措施。

Procedures 程序

1. Once an accident occurs, the Security Manager or in his absence the

Security Assistant Manager is informed immediately as well as the Lobby Assistant Manager.

一旦紧急事件发生，保安部经理（其不在时为保安值班经理）和大堂助理应该被通知到。

2. First aid to be applied immediately with the readily provided First aid box

and equipment.

利用现有的初步急救箱和设备，立刻实施初步急救工作。

3. Arrange to send the injured to the nearest clinic or hospital for treatment

per hotel car – decided by the Lobby Assistant Manager.

安排由酒店汽车（由大堂值班经理决定）将伤者送至最近的门诊或医院。

4. If the guest is in a severe condition, do not remove the guest at all,

administer emergency treatment if possible, and arrange an Ambulance. 如果伤者处于较危险的情况，不要移动，如果可能则安排紧急情况处理办法，同时安排救护车。

5. Get ready the service lift for the Ambulance and medical crew so that

prompt action can be taken.

为救护和医疗人员准备好服务电梯以便其迅速采取行动。

STANDARD OPERATING PROCEDURES

: Accident – Guest Effective Date : Apr.2010 意外—客人

Policy No : FO-DM-014 Issued by : FOM Page : 2 of 3 Approved by : General Manager Distribution : Executive Committee Department Head A&B

: All Associates

6. The injured is brought down through areas that are at the back of the house

to avoid guest contact.

伤者经过的区域应该处于酒店后门处，以避免和客人接触。

7. A team member of the Security Department should be summoned to escort

the injured to the hospital, to assist the injured. 保安部员工应该被召集并协助护送伤者至医院。

8. General Manager, Executive Assistant Manager and Security Manager has

to be informed immediately.

应立即通知总经理，行政副总和保安部经理。

9. Contain the spread of the news of the accident by ensuring the teDM

member involved maintain confidentiality. 确保相关人员控制事故扩散的机密性。

10. If the accident occurred in a guestroom, security team member is to be

positioned to prevent unauthorized persons from entering. 如果事故发生在客房，安全部成员应该被设置在合理的位置，从而防止非相关人员进入现场。

Security is to ensure that the DMbulance is directed to the loading dock area. 保安确保救护车直接到指定区域。

11. If the accident occurred in the guestroom and the victim is accompanied

by a friend or relative, a change of room should be offered. The room which accident occurred may need to be double locked for further investigation purposes.

如果事故发生在客房，受害者有朋友或亲戚陪同，则可以允许其对房间内设施的变更。发生事故的房间需要被双锁，以便更进一步的调查。

12. If the victim is not accompanied by anyone, every effort must be made to

contact the next of kin through information on his passport. The Embassy of guest nationality is to be contacted if necessary.

如果受害人没有人陪同，应该尽力按照护照上的联系方式联系其亲属。如果有必要，可联系该国籍的大使人员。

13. Guest’s travel documents should be checked and Airline or Tour Agent

notified.

客人的旅行文件应该被检查，相应的航空公司和旅行社应该被通知。

14. The Incident is to be kept in absolute confidentiality to all parties, especially

the Press. 事故应该被严格对外界保密，尤其是新闻界。 Subject

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Accident – Guest 意外—客人 : FO-DM-014 : 3 of 3

: Executive Committee : All Associates

Effective Date : Apr.2010

Issued by : FOM

Approved by : General Manager Department Head A&B

15. All inquiries are to be handled by the PR Manager or the General Manager.

所有的相关需求将交由公共关系经理和总经理处理。

16. An Incident Report is filled up by the Security Department

任何事故报告由保安部填写。

STANDARD OPERATING PROCEDURES

Subject

: Guest Complaints and Disputes

客人抱怨和争执 : FO-DM-017 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives 目标  To resolve guest complaints and disputes in an efficient and professional

manner.

用一种有效、专业的方式解决客人投诉和争执。  To ensure highest level of guest satisfaction and hotel interest.

最大限度的确保客人的满意度及酒店利益。  To report to the management so as to review the complaints to rectify any

problem and prevent loss of future business opportunities. 向管理层报告投诉的处理情况，防止酒店商业机会的流失。 Policy Statement 阐述

It is the policy of the hotel that all guest complaints and disputes are solved DMicably in the highest level of guest satisfactions and hotel interest.

此项旨在最大限度保证客人满意度和酒店利益,并友善地对客人投诉进行处理。 Procedures 程序

1. Greet and acknowledge the guest appropriately.

适度的问候和答谢客人。

2. Invite the guest to the Guest Services’ Desk or Offer the guest to the lounge

for a discussion - this is to move the guest away from the Front Desk to avoid making a scene.

邀请客人到客户服务台或为客人提供谈话的休息室-------其目的在于将客人带离前台以避免出现不良场景。

3. Listen to the guest complaints carefully, maintain eye contact, do not make

funny faces or giggle no matter what the complaint, take down any details if necessary.

仔细聆听客人投诉，维持眼神交流，无论投诉内容如何，不得流露滑稽或好笑的表情。如有必要记录下任何细节。

4. Show empathy and make sure the guest feels that you understand his

situation, and apologize for the inconvenience caused. 显示理解的神态，并确定客人感觉到你已理解之，同时对给客人造成的不便表示歉意。

STANDARD OPERATING PROCEDURES

Subject

: Guest Complaints and Effective Date : Apr.2010 Disputes

客人抱怨和争执

Policy No : FO-DM-017 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

5. If the guest will not quiet down, or demands to see the manager, it is

advisable to seek assistance from a colleague with a higher position. 如果客人情绪没有稳定下来，或要求见经理，可取的方法是邀请职位较高的同事处理该事件。

6. Resolve the matter immediately by offering alternatives that ensure the

interest of both the guest and the hotel.

及时确定对客人和酒店都有利的、可供选择的方案供客人选择。

7. If the matter could not be resolved immediately, inform the guest the

necessary action to be taken and will keep him duly informed until he is satisfied with the situation.

如果事件不能被迅速地解决，适时地告知客人采取的必要措施直到其满意。

8. Thank the customer for bringing up the matter to assist the hotel to rectify it

shortcomings

感谢客人对酒店的支持——指出酒店不足，帮助其改正。 9. Check back with the customer to ensure satisfaction

回访顾客以确保顾客满意。

10. Log down the incident in the Log Book for Management review.

在记事本上记录事件以便管理层检查。

Ensure that all details are recorded in the guest’s profile for future reference. 确定所有关于客人的细节，以便将来参考之用。

Remarks备注: Do not不要:  Talk the guest down

带有歧视性语言  Be defensive

带有防御性的  Be impatient

不耐烦的  Blame another employee or department

责怪其他顾客或部门  Blame the guest

责怪顾客  Do not argue back

不要反复争论

STANDARD OPERATING PROCEDURES

Subject

: Request for Doctor Effective Date : Apr.2010 / Hospitalization

求医要求/住院治疗的要求

Policy No : FO-DM-019 Issued by : FOM Page : 1 of 4 Approved by : General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标  To ensure that the guest receives professional treatment in case of illness

确保客人接受专业的治疗以防止疾病。

Policy Statement 阐述  It is the policy of the hotel to establish written procedures for guests who

request a doctor or require hospitalization.

该项是酒店为要求得到医生照顾或需要住院治疗的客人建立一套手写的程序。

Procedures – In House Clinic 程序——酒店内门诊

1. If the guest requests to see a doctor, during opening hours of the clinic, page the Nurse from the In-House Clinic

如果客人在内部门诊的开放时间内要求看医生，为其在内部门诊做安排。

2. Inform the DM which guest requests to see a doctor and that you have paged the nurse

告知值班经理，要求看医生的客人及你已经为其安排护理。

3. The EFM will pick up the nurse and escort her to the guest room 行政楼层经理将挑选护士并陪同其到客人房间。

4. The fee for the consult and medicines can be charged to the guest room. 咨询和医疗费用将记入房费。

5. If the guest requests to see a doctor, when the clinic is closed, the EFM will confirm with the guest if the doctor needs to come to the hotel or if the guest wants to go to the hospital.

如果客人要求在门诊已经下班时看医生，行政楼层经理将要确定客人是否需要医生到酒店或客人愿意是否愿意到医院。

STANDARD OPERATING PROCEDURES

Subject

: Request for Doctor Effective Date : Apr.2010 / Hospitalization

求医要求/住院治疗的要求

Policy No : FO-DM-019 Issued by : FOM Page : 2 of 4 Approved by : General Manager Distribution : Executive Committee Department Head A&B : All Associates

6. In case the guest requests for a doctor to come to the hotel, the hospital who is in charge of the in house clinic has to be contacted

如果客人要求医生到酒店，酒店应该立即通知负责家庭门诊的医院。

7. When the doctor arrives at the hotel, the EFM will escort the doctor to the guestroom.

医生到达酒店后，行政楼层经理应该陪同医生到房间。

8. If the guest needs to be hospitalized, the DM will be responsibility to ensure that the guest is transported to hospital by taxi, limousine or Ambulance. 如果客人需要就医，值班经理应该负责确保客人由出租车、轿车或救护车运送。

9. If staffing permits and the guest would like, assign a staff member fluent in both English and Chinese to accompany the guest.

如果客人和员工双方皆同意，则安排拥有流利英语和汉语能力的员工陪同客人。

10. a) Explain to the guest the hospital’s policy regarding payment of

accounts

向客人解释酒店相关收取费用的。

Obtain a medical authorization form from Front Desk, Security or DM manual. Have the guest sign the form prior to departing the ( Hotel Name )hotel for the Hospital (sample attached).

从前台、保安部或值班经理取得医疗授权许可表。在离开酒店去医院之前，要求客人签字（附样本）。

b) copy of this form should accompany the guest to the hospital.

复印的这份表格应该随客人同行。

STANDARD OPERATING PROCEDURES

Subject

: Request for Doctor / Hospitalization

求医要求/住院治疗的要求 : FO-DM-019 : 3 of 4

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by : General Manager Distribution Department Head A&B

c) After the guest received treatment, the doctor should notify the MOD of the total charges and whether the guest paid for them or if they are being billed to our hotel. If they are being billed to the hotel, a miscellaneous charge needs to be completed and posted to the guestroom account (sample attached). When posting in Fidelio for explanation, type: Medical Treatment. 客人接受治疗以后，医生应该向总办主任通知其总费用，并且说明是客人还是酒店支付费用。如果由酒店支付费用，各种费用应该被详细地记入客房费用（附样本）。同时，将其记入计算机系统，类型为：医疗。

d) Should the guest decide not to go to the hospital or change

and want to go to another hospital, it is the DM’s responsibility to advise the doctor immediately regarding this change.

如果客人决定不去医院或者改去其他医院，值班经理有责任建议医生立刻执行此变化。

Remember the following: 牢记以下条款：

1. It is the DM’s responsibility to coordinate all dealings between

the doctor and the hotel guest.

值班经理有责任协调医生和客人之间的相关问题。

2. It is the DM’s responsibility to ensure the medical authorization

form is filled out by the guest going to the hospital.

值班经理有责任确保，客人在就医前已经填写了医疗许可表格。

3. It is the DM’s responsibility to advise the doctor in the event that

the guest changes his/her mind and advise guest of the charges that will be incurred.

值班经理有责任建议医生，由于客人改变其主意将可能产生的费用。

Keep the following in mind: 牢记以下事项：

STANDARD OPERATING PROCEDURES

Subject

: Request for Doctor Effective Date : Apr.2010 / Hospitalization

求医要求/住院治疗的要求

Policy No : FO-DM-019 Issued by : FOM Page : 4 of 4 Approved by : General Manager Distribution : Executive Committee Department Head A&B : All Associates

When a guest has requested a doctor , the doctor may have to stop

what he is doing or has to get up, get dressed and go to hospital or come to our hotel The doctors that Service our hotel many times give up their own personal time to treat our guest, therefore it is important that the guest is sure he wants the doctor and that once the doctor is called or goes to a location to deliver treatment that the guest is there also.

当客人要求就医时，相关医生应该停止手头正在做的一切事情，着装前往医院或酒店。为酒店多次服务的医生应该放弃个人私事为酒店客人采取治疗。因此确定客人需要就医、医生将被通知或医生将前往客人约定的地点。

Procedures 程序

1. Procedure will be that bills incurred will be sent immediately to the Front Desk

for charging to the room account only when the guest does not, or neglects paying at the hospital.

程序是：只有当客人不愿意或者忽视在医院负费时，发生的费用的帐单将立即被送至前台以记入客人房费。

2. Appropriate forms must be available at all hours for admission and kept with

the Front Office Manager, Security Manager and DM Book, so the doctor on call can easily obtain when required.

相应的表格必须现在任何时候能得到前台经理、保安部经理、值班经理的许可，以确保医生在需要时能及时被传唤。

3. Chaperone is necessary only when the duty nurse is off duty in the evenings.

When required, the doctor should contact Front Office Manager, Security Manager or DM.

只有在当班护士晚间下班时，陪护才是有必要的，医生应该联系前台经理、保安部

经理、和值班经理。

4. To avoid delays or misunderstanding, the Manager handling the case should

make sure that the guest is sent to the designated hospital as advised by the Doctor.

为了避免延迟治疗和误解，经理应该确保客人被送到由医生指定的医院。

STANDARD OPERATING PROCEDURES

Subject : Fights 争斗 Effective Date : Apr.2010 Policy No : FO-DM-020 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标  To handle incident pertaining to fights in a safe manner so as to avoid any

form of inconvenience or harm to other guest, teDM member and hotel property.

为了用合理的方式解决与争斗相关的事件，应避免任何将给客人、团队客人、及酒店利益带来损害的事件。  To resolve the fight as soon as possible in a diplomatic manner.

尽可能合理的确方式处理争斗事件。  To minimize any dDMage or losses that is caused due to the fight.

将任何将由于争斗造成的确危害和损失降低到最小值。

Policy Statement 阐述

It is the policy of the hotel that any incident pertaining to fights are handled in a safe manner with minimum losses.

此项是：用合理的方式以最小的损失处理争斗事件。

Procedures 程序

1. The Lobby Assistant Manager and the Security Manager have to proceed

to the scene immediately to attend to the case. 大堂值班经理和保安部经理应立即介入事件。

2. If the fight was due to alcoholic influence, instruct the bar tender and outlet

teDM member to discontinue further liquor service.

如果争斗事件是因为与饮酒有关，示意酒吧服务员和其团队成员不再为其提供酒水。 3. The Security teDM has to make attempt to stop the fight in a tactful but firm

manner.

保安部员工应用圆滑而有原则的方式试图阻止争斗。

4. Inform the party involved to leave the outlet as their actions has disrupted

the business of the outlet and other patrons. 要求相关人员离开现场，因为其已经影响到他人。

5. The security teDM is summoned to escort them out of the hotel’s premises.

酒店有这一前提：保安部员工应被召集起来护送其出酒店。

STANDARD OPERATING PROCEDURES

Subject : Fights 争斗 Effective Date : Apr.2010 Policy No : FO-DM-020 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

6. Do not involve the Police unless the situation is out of control and causing

dDMage to the hotel’s property, other patrons or teDM members and with the approval of the Security Manager. 除非事件已经失控并导致酒店财产的损失，在其他顾客成员和保安部经理同意的情况下，方可通知警方。

7. The incident has to be handled discreetly, the reason not calling the Police

is to protect the image of the hotel.

事件应该被谨慎地处理。不通知警方的原因是维护酒店形象。

8. Any inquiries or question from the public is directed to the PR Manager.

任何来自公众的质寻和疑问都直接交由公共关系经理处理。

9. An Incident Report is made by Security Department and forward to the

Management for investigation and action.

关于事件的报告须由保安部迅速制定并上交，以备查证。

STANDARD OPERATING PROCEDURES

: Fire 火灾 Subject Effective Date : Apr.2010

Policy No : FO-DM-021 Issued by : FOM Page : 1 of 4 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标  To minimize alarm DMong the guests and employees.

将客人和员工的惊惶减至最小。  To safeguard the lives of both guests, employees and hotel property through

establish a fire-fighting plan.

通过建立火灾防御计划，保障客人、员工的生命和酒店财产。  To eliminate any form of negative publicity of the hotel.

消除任何关于酒店的负面影响。

Policy Statement 阐述

It is the policy of the hotel to safeguard the lives of guest, employees and hotel property through effective Fire Fighting Management that complies with the requirement of law.

此项是：通过建立根据相关法律制订的有效的火灾管理，来保护客人、员工生命及酒店财产的。

Procedures 程序

1. On Discovering A Fire 发现火灾 a) Raise the alarm immediately. 立即启动警报系统 b) Telephone the operator with location of the fire. 立即通知接线员火灾地点。 c) Assist any guest to safety. 帮助任何客人抵达安全地点。 d) Decide if you could tackle the fire. If you could, use the fire extinguisher provided.

确定你是否能够扑灭火灾，如果能够，则迅速使用提供的灭火器。 e) If not, close all doors and windows. 如果不能，立即关闭所有房门和窗户。

f) Wait at the nearby safety exit for the fire fighting teDM to arrive. 在最近的安全出口等待救火队的到达。

STANDARD OPERATING PROCEDURES

: Fire 火灾 Subject Effective Date : Apr.2010

Policy No : FO-DM-021 Issued by : FOM Page : 2 of 4 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates 2. On Hearing the Alarm Ring Continuously 听见不断的警报时

a) Stop what you are doing. 停下正在做的事情。

b) Assist guest towards exit. 协助客人撤离至安全地带。 c) Close doors and windows. 关闭房门和窗户。

d) Switch off gas and electrical appliances. 关闭天然气和电器开关。

e) Prepare Back Up Report comprises of: 准备相关报告，包括以下事项：

✓ In House Guest List By Room Number

房间号码和房间内客人名单表 ✓ Arrival list

抵达表

✓ Departure list

离店表

✓ Guest Detailed Balance Report

详细的客人余额报告。

f) Answer any inquiries calmly that investigation is being carried out

冷静地回答任何正在执行的调查事项。 g) Wait for further instruction. 等待更进一步的指示。

3. Do Not不要：

a) Telephone to check if evacuation is required 电话落实需要撤离。 b) Use the lifts. 使用电梯

c) Rush about or panic.

消除恐慌

d) Open a door if smoke is emerging from underneath.

如果烟雾正从底部显现，则开门。 e) Wait to collect belongings.

等着收集相关物品。

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Fire

火灾

: FO-DM-021 : 3 of 4

: Executive Committee Effective Date : Apr.2010 Issued by : FOM

Approved by :General Manager Department Head A&B

: All Associates 4. The Fire Fighting TeDM 消防队

a) The telephone operator receives the fire alarm and will page for fire fighting teDM to come to the scene and all the supervisors. 接线员接到火灾警报后要安排消防队和所有监督人员进入现场。

b) The fire fighting teDM has to be professionally trained in this field to carry out fire fighting action. Therefore Fire drills and training must be exercise regularly.

训练有素的消防队应执行救火行动。因此日常训练必须是规则地进行。

c) The fire fighting teDM has to feed back to the telephone operator within 5 minutes if a fire brigade should be dispatched.

如果需要拨打火警电话，消防队员应该在5分钟内给接线员回电话。

d) If the fire fighting teDM can contain the fire, the telephone operator will call the fire brigade to inform that no action is required at this stage. 如果消防队员可以控制火势，则通知接线员不必拨打火警电话。

5. Evacuation撤离

a) The fire brigade teDM is contacted whenever an evacuation is required 无论何时，如果需要撤离，则要拨打火警电话通知消防队。 b) Partial evacuation is carried out for the safety of the guests and employees of the affected area only. This will minimize alarm and disturbance to others.

执行部分撤离，只是针对在客人和员工受到影响的区域。并将其影响减至最小。 c) Total Evacuation is carried out if the situation is beyond control. 如果情况失控，将执行全面撤离。 d) Instruction to evacuate must be given by the General Manager. The General Manager and the Security Manager will proceed to the Emergency Command Centre (PABX Room) to give command on the evacuation.

撤离的指示必须由总经理给出。总经理和保安部经理必须在紧急命令中心（自动交换机房）指挥撤离。 e) Emergency paging will be carried out by Public Address System. 紧急情况调度将由公共广播系统执行。

STANDARD OPERATING PROCEDURES

: Fire 火灾 Subject Effective Date : Apr.2010

Policy No : FO-DM-021 Issued by : FOM Page : 4 of 4 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

f) Announcement for evacuation will be made to the guests and employees to leave the hotel through the nearest fire exits and assemble at the assembly point.

为让客人和员工通过最近的消防通道并在指定集合地点集合，将向其发布撤离宣告。

The Department Head will gather the back up report and duty roster 部门负责人将收集支援报告和当班人员花名册

g) proceed to the assembly point. 向集合地点集合。

h) All cashiers will gather their cash and necessary documents and proceed to the assembly point.

所有出纳将携带现金和必要文件找指定地点集合。

i) A count of the hotel guests and employees on duty will be carried out and report to the authority.

相应数量的酒店客人和当班员工应撤出，并向有关部门报告。

6. Resume Duty After The Fire 火灾后主要职责

a) The guests and employees will wait for instruction to return if the fire has been extinguished.

如果火灾被扑灭，客人和员工须等待返回的指令。

b) The employees return to their work counter and proceed with necessary report and action to reinstate the operation.

员工返回工作岗位、进行相应必要的报告并采取行动恢复工作。

7. Reports 报告

The Department Heads of the department which were affected by the fire should write report about the evacuation and submit within 24-hours to the top management

受到火灾影响的部门负责人应该在24小时内向上一级部门递交相关撤离的报告。

STANDARD OPERATING PROCEDURES

Subject

: Lost & Found Effective Date : Apr.2010 丢失和发现

Policy No : FO-DM-022 Issued by : FOM Page : 1 of 1 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标  To ensure that the guest knows his loss is taken seriously and that everything

is done to recover the lost item.

确保让客人知道其丢失的物件被认真处理，酒店会采取任何措施寻找其丢失物件。 Policy Statement 阐述  It is the policy of the hotel to assist the guest in every way in locating his lost

items

此项是酒店将协助客人采取所有方式找寻其丢失物件。 Procedures程序

1. Check with the guest the location where he lost his item. 与客人一起检查丢失物件的地点。

2. Contact the Housekeeping Department and ask if the item was found. 询问客房部是否发现客人的丢失物件。

3. If Housekeeping has the item the Lost & Found should be picked up by a Bellman and brought to the GSO together with a Lost & Found Claim Record Slip.

如果客房部发现物件，应该由服务员保留并随同遗失/发现物件声明单交由领班。 4. Assist the guest in filling up the form completely. 协助客人全面填写表格。

5. If no Lost & Found was reported to Housekeeping, contact the Supervisor / Manager of the outlet where the item was lost – if nothing found take the guest to the outlet to point out where he was seated.

如果没有关于客房部的关于遗失/发现物件的报告，联系物件遗失地点的部门主管或经理——如果没有任何发现则带客人到他所指出的地点。

6. Get exact details of the item lost as well as the guest’s contact telephone number and address (out-side guests only).

记录相关遗失物件的详细资料和客人联系电话、地址（仅仅对店外客人）。 7. Inform Security Department of the case for further investigation 为进一步调查，通知保安部相关事件。

8. If the item can not be located, contact the guest the following day and explain that nothing is found so far, and should we locate their item we will contact them..

如果没有发现相关物件，在接下来几天联系客人并向其解释到目前为止仍一无所获。同时承诺一发现物件就与其联系。

STANDARD OPERATING PROCEDURES

: Safety Box 保险箱 Subject Effective Date : Apr.2010

Policy No : FO-DM-024 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标  To give guests another option to store their valuable than their room

为客人提供除在客房内储存其贵重物品的选择。

Policy Statement 阐述  It is the hotel’s policy to offer in-house guests the possibility of using the

safety boxes of the Front Desk

该项是关于住店客人使用前厅保险箱的。

Procedures 程序

1. Open the door for the guest.

为客人开门

2. Ask the guest to close the door behind him

要求客人当场关门。

3. Greet the guest and ask the guest for his key card holder to confirm

guest name and room number.

向客人致意并向客人索要钥匙卡以确定客人名字和房间号码。

4. Ask the guest fill up the form for temporarily safety box usage from

Accounting Department

要求客人填写来自财务部的保险箱使用临时表.

5. Chose a safety box according to size of the item.

根据尺寸等条款选择保险箱。

6. Open the box with both keys and hand over the box to the guest – do

not stare at the items or at the guest but allow the guest privacy.

用所有的钥匙打开保险箱并且交给客人——不要盯着看客人的物件或客人，应该允

许客人有足够的私人空间。

7. Give one key to the guest and put the other one back into the key

Cabinet

交给客人一把钥匙，将其他钥匙放进钥匙箱。

8. Check the filed form, put the safe deposit number on the card and sign

your name

检查文件表格，在卡片上填写保险箱号码和员工的名字。

STANDARD OPERATING PROCEDURES

: Safety Box保险箱 Subject Effective Date : Apr.2010

Policy No : FO-DM-024 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

9. File the second page of form according safety box number in the file for

the safety box forms

根据文件里保险箱号码，为保险箱表格在第二页填写表格。

10. Attach the first copy of the form with guest registration card 将表格第一页的复印件与客人登记卡黏附在一起。

11. Anytime the guest requests for his safety deposit box, the guest should fill in the an identification record slip.

任何客人想使用保险箱，都必须填写鉴定记录单。

12. Compare with the filled form and file the slip with the original form 对照客人填写的表格和原始表格。

13. Record all status (open, use, close) on the log-book whenever use the

safe deposit box.

无论何时使用保险箱，都在记事本上记录情况（开、使用、关）。

Remarks: 备注:

- If a guest looses their safety box key, the DM must be informed,

and together with Engineering, Security and the guest, the lock must be drilled open. The guest will be charged for the replacement lock.

如果客人遗失其钥匙，通知值班经理，随同工程部、保安部、及客人用钻头开锁。配钥匙的费用由客人支付。

- If a guest checks-out without returning the key, the safety box

will be opened after the period stated on the safety deposit box request form

如果客人离店时没有归还钥匙，保险箱将在经历必要的要求状态后被开启。

- All safety box usage by staff should be approved by the

concerned Department Head and the Front Office Manager 所有员工使用保险箱都必须由部门负责人和前厅部经理同意。

STANDARD OPERATING PROCEDURES

: Show Room 展示房 Subject Effective Date : Apr.2010

Policy No : FO-DM-025 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

Objective 目标 • To ensure that the room will not be sold to a guest during the time the show

room is needed.

确保在需要展示房时，其不会已经卖给客人。

Policy Statement 阐述  It is the policy of the hotel that the room requested for show room is blocked

in the system and double-checked afterwards by Housekeeping. 这是酒店关于要求被展示的房间被锁闭，并经过客房部的两次检查。

Temporary Show Room Procedures 临时房间展示程序

1. The TeDM Member will approach the Front Desk and mention which type of

room is needed for show room.

团队的成员走近前台并提及需要参观展示房。

2. The Front Desk Agent will source a vacant clean room. 前台员工将寻找一间干净的空房。

3. Assign the room number in the computer system and place the reason as

“Show Room”. This will ensure that the room is not sold or allocate to another guest.

在计算机系统的房号上标记并注明原因“展示房”。这样就会确保不会被卖或分配给其他客人。

4. The key will be put in a key card holder and the room number will be written

down

钥匙将被放进钥匙卡套，并记下房间号码。

5. Upon completion of the show room the key card and key will be handed

over to the Front Desk Agent

使用完毕的展示房的钥匙将被归还给前台。

6. The Front Desk Agent will unassign the room number and calls Housekeeping

to double check the room to ensure cleanliness.

前台将重新分配房间号码并通知客房部反复检查房间以确保干净。

STANDARD OPERATING PROCEDURES

: Show Room展示房 Subject Effective Date : Apr.2010

Policy No : FO-DM-025 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

7. The Senior Front Desk Agent will check all Assign Rooms on a regular basis to

ensure that the inventory is accurate.

前厅领班将检查所有分配的房间的顺序基础以确保目录的准确性。

Permanent Show Room Procedure 永久展示房程序

1. If occupancy allows, the Front Desk Supervisor / TeDM Leader should assign

Permanent Show-Rooms (of each category), preferably on the same floor. 如果入住率允许前台主管/团队代表将安排永久展示房（各个类型），最好在同一楼层。

2. Housekeeping should then block these rooms as Out-Of-Service (using the

Show-Room reason code).

客房部将锁闭这些房间（使用展示房代码）。

3. When associates request the show-room keys, they sign for the keys in the

reception log book, and sign the keys back in when they are returned. 当团队申请使用展示房钥匙时，须在记事本上签字，并在归还时签字。

STANDARD OPERATING PROCEDURES

Subject

: Hotel Inspection Effective Date : Apr.2010 酒店检查

Policy No : FO-DM-027 Issued by : FOM Page : 1 of 1 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标  To ensure that sound is minimized during the nighttime and all guest can

enjoy a undisturbed night sleep

确保酒店内在夜间发出的声音最小，使得客人能有一个安详的睡眠。  To ensure that guests and teDM members behave well during the night time

确保客人和团队成员在夜间相关的运转正常。 Policy Statement 阐述  It is the policy of the hotel to provide a safe, peaceful and disciplined

environment for guests and teDM members during nighttime

这是酒店关于为客人、团队成员在夜间提供一个安全、宁静、秩序的环境的。 Procedures 程序

1. The Night Manager will make regular rounds through and out-side of the hotel with or without the Security Officer on duty.

夜班经理在有/无保安的陪同下对酒店内外和周边进行正常的巡查。 2. He will inspect and monitor 检查和监视的内容有：

a) Guest behavior in bars and on the floors酒吧和楼层内客人的行为 b) TeDM member behavior in outlets, offices, kitchens, etc. from all

departments员工在各个部门的各个出口、办公室、厨房等地的行为。 c) Work attitude, quality and progress工作态度、质量和完成状况 d) Uniform cleanliness and completeness制服的洁净和完整状况。 e) EFMoming仪容、仪表及装饰状况。

f) Deficiencies that need to be followed up需要跟进处理的缺陷。 g) Unclean areas that need to be followed up

需要跟进处理的不洁净的区域。

h) Car parking and taxi driver behavior汽车和停泊和出租车的状况 i) Etc.等等

3. All events out of the ordinary will be recorded down on the log book and all events that need immediate action will be carried out with the assistance of the Security Officer on duty.

所有非常规事件都必须在记事本上记录下来，所有应立即处理的事件将在当班保安的协助下执行。

STANDARD OPERATING PROCEDURES

Subject

: Incoming Faxes / Email at nighttime 接受传真/夜间电子邮件 : FO-DM-028 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

Objectives目标  To ensure that the incoming faxes / Emails for the hotel guest are delivered

within 30 minutes.

确保为客人接收的传真/邮件在30分钟内被分发。  To ensure that the incoming faxes / Emails are billed to the guest

appropriately.

确保对客人收取合理的接收传真/邮件的费用。

Policy Statement阐述  It is the policy of the hotel to provide efficient fax / Email services to the

guests.

这是酒店关于为客人提供高效的传真/邮件服务的。

Procedures程序

1. The EFM on evening shift and the Assistant Manager on night shift will check all fax machines in the hotel during their rounds (e.g. Business Centre, Reservations, Sales & Marketing, F&B Office, Executive Office), to ensure that guest faxes are not kept waiting till the next morning when the offices open. 夜班宾客关系主任和夜班值班经理将在其巡查期间检查酒店内的传真机（如商务中心、预订部、销售部、餐饮部办公室、行政办公室等），以确保办公室开门时客人的传真不会被耽误到第二天。

2. The EFM / Night Manager records down the incoming fax / Email and charges the guest accordingly.

宾客关系主任/夜班经理记录接收到传真/邮件的相应费用。

3. He ensures that the door is properly locked and hands the Fax / Email over to the Bellman for delivery to the room.

确保房门上锁并将传真/邮件交给行李员送到客人房间。

STANDARD OPERATING PROCEDURES

Subject

: Valuables

Effective Date

: Apr.2010

贵重物品保管

Policy No : FO-DM-030 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

Objectives 目标  To take good care of the valuable items of the guest

为客人保管贵重物件  To ensure that valuable items are not lost or dDMaged

确保贵重物件不会丢失和损坏

Policy Statement 阐述  It is the policy of the hotel to secure all valuables that the hotel holds for

guests on a temporarily basis in the Front Office Safety Box. 这是酒店确保所有临时存放在前厅部保险箱的贵重物件安全的。

Procedures 程序

1. Upon request from the Front Desk, Concierge or other Front Office departments the Guest Services Officer will store the valuable in the Front Office Safety Deposit Boxes. 根据前台的要求，门童工作人员和前厅其他部门的员工将为客人在前台保险箱保存贵重物件。

2. Items to be secured include air tickets, watches, cDMeras etc. that are temporarily hold for in-house or out-side guests. Also signed credit card vouchers from Front Desk for deposit and as required by Accounting Department.

保管的物件包括机票、手表、照相机等，这些都临时为住店或非住店客人保存。应财务部的要求还要在前台的信用卡凭证上为此签字。

3. Put the items in either one of the safety deposit boxes assigned for Guest Services and fill in the Log Book.

将物件放进为客人能安排的保险箱并在记事本上记录。

4. Sign out the item in the required log book upon retrieving the item and ask the department to sign for receiving the item.

重新接收物件时，在规定的记事本上记录物件发出的时间并要求记录接收物件。

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Valuables Effective Date

: Apr.2010

贵重物品保管

: FO-DM-030 : 2 of 2

: Executive Committee : All Associates

Issued by : FOM

Approved by :General Manager Department Head A&B

Remarks:

备注:  Make sure the Front Desk Agent put the Credit Card voucher in

an envelope with guest name, room number, staying period, type of credit card and ID / passport number. Check the contents on the envelope and close with a staple

确保前台员工将信用卡凭证连同客人名字、客人名字住宿时间、信用卡类型、身份证护照号码放进信封。检查其内容并密封之。  Make sure the room number and / or check out dates on the

envelopes are changed according instructions from Front Office.

根据前台的指示确保房号和/或在信封上的离店日期被改变。  Make sure the envelopes are retrieved on the day of departure

and handed over to the Senior Front Desk Agent in order not to slow down the check out process

确保信封在离店当天被取得并被交给前台员工以便不影响办理离店手续。

Logbook记事本

Safety Box log book保险箱记录本

STANDARD OPERATING PROCEDURES

: Guest Birthday Effective Date : Apr.2010 客人生日

Policy No : FO-DM-31 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标  To wish guest a happy birthday 祝愿客人生日快乐  To provide guests with good hospitality 为客人提供人性化的服务 Policy  It is the policy of the hotel to recognize and present a birthday gift to all in

house guests celebrating their birthday while staying in the hotel.

该项是酒店在客人住店期间认可和赠送所有住店客人生日礼物以庆贺其生日。 Procedures – Night Manager 程序——夜班经理

15. Print and check the guest birthday report 打印并检查客人生日报告

16. Prepare the complimentary orders 准备免费的次序 Procedures – EFM

程序——宾客关系主任

1. Check the complimentary orders and wait till you receive the signed Birthday Cards from the Front Office Manager.

检查免费次序并等到你收到来自前台经理签名的生日卡片。

2. Pass all to the Room Service who will prepare the set up in the room. 将其分发到欲做房的客房部员工手中。 Procedures – Birthday upon Check In 程序——入住时的生日

1. If the guest birthday is the same as the arrival day, the Front Desk Agent should recognize the date of birth and wish the guest a Happy Birthday on behalf of the Plaza Royale ( Hotel Name ), in a discreet manner, and not in front of the guest’s colleagues, or traveling companion(s).

如果客人的生日和到达日期一致，前台应该认可客人的生日并用谨慎的态度祝愿客人在豪廷酒店（酒店名）生日快乐，但不可当着客人或旅行社同事的面。 Subject

STANDARD OPERATING PROCEDURES

Subject

: Guest Birthday 客人生日 : FO-DM-31 : 2 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

2. After the check in the Front Desk Agent notifies the EFM 在前厅部办理入住手续后，前厅部应通知行政楼层经理。

3. The EFM arranges that a card and the complimentary voucher will be sent to Room Service

宾客关系主任安排卡片和优惠券送至客房部。

Procedures – Birthday upon Check Out 程序——在离店时的生日

1. In case the guest birthday is on the same day as the departure day, the Night Manager will prepare a gift and card signed by the FOM.

如果客人生日与其离店时间相同，夜班经理将准备由前厅部经理签发的礼物和卡片。

2. The card and gift will be passed to the Front Desk who will surprise the guest upon check out.

卡片和礼物将被分发到前台以赠送给离店客人令其惊喜。

STANDARD OPERATING PROCEDURES

Subject

: Incoming faxes

Effective Date : Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives 目标

1. To ensure that the guest receives his complete fax 确保客人接收到其完整的传真。

2. To inform the sender that the guest can not be reached by the hotel 通知送信人客人不能到酒店。 Policy Statement 阐述

It is the policy of the hotel to provide efficient fax / Email services to the guests.该是酒店向客人提供有效的传真/电邮。 Procedures 程序

1. Check the name on the fax against the computer system 根据计算机系统在传真上检查客人名字。

2. Try every way to locate the guest in the system, e.g.: 尝试每一种位于系统中的方式，例如：

 Checked out guests

客人离店  Guests with future bookings

有预订的客人  Guests with cancelled bookings / no shows

取消预订的客人/未抵达的  Check by company name

通过公司名字检查  Check by changing first and last name

通过改变第一个和最后一个名字检查  Check Chinese/Cantonese spelling of the guest name

检查客人名字的中国/广东拼写方式。

3. Type Facsimile Notice if the guest is not in-house and is not expected to arrive, or: 如果客人不是住店客人和不被期望抵达，则打印传真通知，或：

*The fax is not legible 传真不清晰 *The fax is not complete 传真不完整

接受传真 : FO-BC-001 : 1 of 2

: Executive Committee : All Associates

STANDARD OPERATING PROCEDURES

Subject

: Incoming faxes

Effective Date : Apr.2010

接受传真

Policy No : FO-BC-001 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

4. If the guest name can not be located in the system, send a Facsimile Notice to the sender to request for more information.

如果客人名字不能被在系统中被查找，送一个传真通知给送信者要求更多的信息。 5. Fill in all information on the Business Center Control Sheet 在商务中心控制单上填写所有信息. 6. File the Facsimile Notice 归档传真通知.

7. Check the name of the guest daily in the system in case any reservation is made in the mean time

每日在系统中检查客人名字以免在时间紧张时做预订工作。

8. If the guest can not be located after 14 days the fax has to be destroyed – unless the sender gave specific instructions not to do so.

如果在14天后客人仍不能给出传真的处置方式，传真将被销毁，除非有专人给出特别的指示。

9. If the received fax is illegible has pages missing send a Facsimile Notice to

the sender and request to re-send the pages again

如果接到的传真字迹模糊且难以辨认，则发传真通知要求传送者再发一份。 10. Send the fax together with a copy of the Facsimile Notice to the guest

room so the guest knows the sender is informed already

将传真及传真通知复印件一起送至客房以便客人知晓送信人已经接到通知。

11. Do not charge the fax immediately but wait till the re-send, legible and

complete fax is received

不要立刻收取传真费用，等到接到再传真件或清晰的完整的传真。

Remarks: 备注:

5/6 on faxes means that the current page is page 5 of a total of 6 5/6的传真是指总数为6页的传真当前页是5

Forms表格

Facsimile Notice传真通知

STANDARD OPERATING PROCEDURES

Subject

: Incoming Fax / Email Effective Date : Apr.2010 接受传真/电子邮件

Policy No : FO-BC-002 Issued by : FOM Page : 1 of 1 Approved by : General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标  To ensure that the incoming fax / Email for the hotel guest is delivered within

30 minutes.

在30分钟内为客人确定即将到来的传真/电邮.  To ensure that the incoming fax / Email is billed to the guest appropriately.

适当地为客人确认即将到来的传真/电邮的费用。 Policy  It is the policy of the hotel to provide efficient fax / Email services to the

guests.

酒店的该项是为客人提供有效的传真/电邮。 Procedures程序

1. Record the information on the Business Center Control Sheet

在商务中心控制单上记录信息。

2. Raise a Business Center Accounting Voucher and charge the guest

according the incoming fax / Email charges - no need for guest signature for incoming fax / e-mail

提供商务中心财务凭证并且根据传真/电邮收费标准收费——不必要客人为此签字。 3. Prepare the envelope, write down the guest name and room number on

the envelope.

准备好信封，在信封上写下客人的名字和房间号码。

4. Contact the Concierge to deliver the Incoming Fax / Email to the room

immediately.

联系门房将传真/电邮立刻送至房间。

5. Ask the Bellman to acknowledge for pick up of the fax / email

要行李员传递传真/电邮

6. Post the charges to the guest account and distribute the voucher.

将费用记入客人帐户并向给予。

Remarks备注

Faxes for Admin are recorded on the Business Center Control Sheet but not charged.

有关管理部门的传真使用情况记录在商务中心控制单上，但不收费。 Forms表格

Business Center Control Sheet 商务中心控制单.

STANDARD OPERATING PROCEDURES

: Outgoing Fax 发送传真 Effective Date : Apr.2010 Subject

Policy No : FO-BC-005 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

Objectives 目标  To ensure that the outgoing fax for the hotel guest is faxed out as soon as

possible.

尽可能为酒店客人外送传真。  To ensure that the outgoing fax is billed to the guest accurately.

确保向客人准确的收取外送传真的费用。

Policy Statement 阐述  It is the policy of the hotel to provide efficient fax services to the guests.

该是酒店为个人提供有效的传真服务的

Procedures 程序

1. Double check the fax number (also country and area code) with the guest 反复检查客人的传真号码（和国家及区域代码）。

2. Raise a Business Center Accounting Voucher and fill in completely 提供商务中心帐目凭证并完整填写。

3. Fill in the Business Center Control Sheet 填写商务中心控制单。

4. Obtain the guest signature on the Business Center voucher. Verify guest name and room number with the computer system.

要求客人在商务中心凭证上签名。用计算机核实客人名字和房间号码。

5. Check if the guest would like to wait at the Business Center to collect the fax or prefer the fax to be sent to his room.

落实客人是希望在商务中心等传真还是希望传真被送到房间。 6. Fax the document through without any delay. 不要延误传真文件。

7. Obtain the duration of the fax used and attach the Send Report from the fax machine to the guest fax with a paper clip in order to ensure the guest that the fax has been sent.

将传真持续时间和来自传真机的发送报告用回形针夹在一起以确保传真已经被送出。

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Outgoing Fax发送传真 : FO-BC-005 : 2 of 2

: Executive Committee : All Associates Effective Date : Apr.2010 Issued by : FOM

Approved by :General Manager Department Head A&B

8. Calculate the total Amount to be charged according to the rate established by the hotel and complete the Business Center Voucher by filling in the Amount.

根据建立的收费标准计算总费用并在凭证上详细填写数量。

9. Post the charges to the guest account. 向客人揭示费用。

10. Distribute the Business Center voucher.

给予商务中心凭证。

11. Prepare the fax envelope, write the guest name and room number on

the envelope and include the Send report from the fax machine. 准备写有客人名字房间号码的传真信封，并附上来自传真机的送交报告。

12. Contact the concierge to deliver the Outgoing fax to the room immediately, and ask the Bellman to initial the Control Sheet for receiving the envelope. If there is any difficulty to fax out any document, the guest must be contacted immediately to verify the fax number and to keep the guest informed on any progress.

要求门童立即递送外发传真到房间，并要求行李员为接收到的信封签控制单。如果任何传真文件的发出遇到困难，必须立刻联系客人以核实传真号码同时保证客人知晓所有进展。

Forms表格

Business Center Control Sheet商务中心控制单

STANDARD OPERATING PROCEDURES

Subject

: DHL / EMS

/ Courier Services 特快专递服务 : FO-BC-006 : 1 of 5

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

Objectives 目标  To provide the guests with complete Business Center Services

为客人提供完整的商务中心服务。

Policy Statement 阐述  It is the hotel’s policy to provide guests with professional and reliable courier

services through the Business Center.

酒店该是通过商务中心为客人提供专业的值得信赖的送信服务。

Procedures – Local Courier 程序——市内送信

1. The guest requires a courier for his documents / package and within (area name) 客人要求一个送信人为其文件/包裹在（）区域内服务。 2. Fill in an EMS Form completely and clearly 清晰、完整地填写特快专递表格。

3. Fill in a Business Center Accounting Voucher and ask the guest to sign charge according to the destination.

填写商务中心帐目凭证，并要求客人对其到目的地的费用签字。 4. Fill in the Business Center Control Sheet 填写商务中心控制单。

5. Call the Express Company at telephone: ( ) and ask them to pick up the documents as soon as possible and within 30 minutes.

电话通知快递公司：（）公司要求你们在30分钟内尽可能将文件送到. 6. Ask the company to give a proper bill of the service provided 要求公司为其所提供的服务出具合理的帐单。

7. Pass the original bill to the Accounting Department attached with the correct page of the B/C Accounting Voucher

将原始帐单交给财务部，并附上准确的商务中心帐目凭证。

STANDARD OPERATING PROCEDURES

Subject

: DHL / EMS

/ Courier Services 特快专递服务 : FO-BC-006 : 2 of 5

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Procedures – EMS 程序——特快专递

1. The guest requires a courier for his documents / package and request

specifically EMS service

客人要求一个送信人为其文件/包裹提供特别的特快专递服务。

2. Give the guest EMS Form and help the guest to fill in all the required items: 给客人相关的特快专递表格并帮助客人填写相关条款：

a) Date and time of posting邮寄日期和时间

b) Specific address and name of both sender and receiver. Also

accurate telephone number and post code

发信人和收信人的名字地址。准确的电话号码和邮政编码。 c) Contents of the envelope有内容的信封.

d) Type (e.g. letter, file, and package) 类型（如：信件、文件、包裹）. e) Guest signature客人签名.

3. Check if information is on all 4 copies;

检查信息是否有4份复印件。

4. Weight the EMS envelope on the scale:

确定特快专递信封重量。

5. Inform the guest about the regulations of the weight and how much the

guest is charged

告知客人收费标准和收费。

6. Give the Sender’s Copy of the EMS form to the guest and stick the other

pages within the frDMe on the envelope

给客人送信者的特快专递表格复印件，并在信封边框内粘贴其他相关页。 7. To get informed of the current status of the EMS parcel, the guest /

Business Center can call (Number) 确定当前特快专递包裹的状态，客人/商务中心能通知到的电话号码。

8. Fill in a Business Center Accounting Voucher and ask the guest to sign 填写商务中心帐目凭证并要求客人签字。

9. Fill in the Business Center Control Sheet填写商务中心控制单.

10. Call the Express Company at telephone (number) and ask them to pick

up the documents as soon as possible and within 30 minutes. 电话通知快递公司要求其尽可能在30分钟内将文件送到。

STANDARD OPERATING PROCEDURES

Subject

: DHL / EMS Effective Date : Apr.2010 / Courier Services 特快专递服务

Policy No : FO-BC-006 Issued by : FOM Page : 3 of 5 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates 11. Ask the company to give the hotel a proper EMS bill 要求公司出具相应合理的特快专递帐单。

12. Pass the bill to the Accounting Department attached with the correct

page of the B/C Accounting Voucher

将帐单交给财务部，并附上合理的商务中心帐目凭证。 Remarks: 备注:

• Every letter on all copies of the EMS form are clear and easy to identify.

特快专递复印件的每一个字母都必须是清晰、易辨认的。

• Prohibited articles as cash money and animals are not allowed to be send

as EMS items.

禁止将物件是现金，动物不允许作为被运送的物件。

• In case of any inquiry the guest has to contact the post office from where

the parcel is send, within 4 months, and presenting the 4th copy of the EMS form. No inquiry exceeding this period is accepted. 假如有任何质询需要，客人可以在4个月内联系收件邮局，出示第四联特快专递表格。问讯时间必须在4个月内。

Procedures – DHL程序——敦豪速递公司

1. The guest requires a courier for his documents / package and request

specifically DHL service

客人要求一个送信者为其文件/包裹服务，并指定为敦豪速递公司。

2. Check if DHL service is available in the requested country and place

检查当地是否有敦豪速递公司的服务可满足客人要求。

3. Give the guest DHL Form and help the guest to fill in all the required items:

给客人敦豪速递公司表格并帮助客人填写表格：

a) Sender’s name, and details发信人姓名等细节 b) Receiver’s name and details收信人姓名及细节 c) Signature of the guest客人签名 d) Service服务：

I. File Express - describe the content as accurately as

possible (e.g. Brochures, letters)

文件描述——尽可能准确地描述内容

STANDARD OPERATING PROCEDURES

Subject

: DHL / EMS Effective Date : Apr.2010 / Courier Services 特快专递服务

Policy No : FO-BC-006 Issued by : FOM Page : 4 of 5 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

II. Package Express--- State the declared value (Customs

valuation) of the guest’s package

包裹描述——声明客人包裹的公称价值（客人评估）。

III. Special Express - Collect service

特别声明——由收件人付款的方式

a. Complete the shipper’s Letter of liability provided by DHL Sinotrans.

明确由敦豪速递公司负责的托运人责任。

b. If guest are a cash guest, provide a Confirmation Letter from the Consignee 如果客人持有现金，从收件人处提供确认信。 c. DHL bill the consignee and send guest the confirmation of shipment delivery on request 敦豪速递公司将向收件人开具帐单，同时按要求送上相应的邮递物件。

e) Others (insurance, etc.) 其他（如：保险等）。

8. Check if information is on all copies 检查信息是否都复印。

9. Weight the DHL envelope on the scale 称量信封的重量

10. Inform the guest about the regulations of the weight and how much the guest is charged

告知客人相关程序和相应费用。

11. Give the Sender’s Copy of the DHL form to the guest and stick the other pages within the frDMe on the envelope

给予送信人敦豪速递公司表格复印件并在信封边框内粘贴其他页面。

12. To get informed of the current status of the DHL parcel, the guest / Business Center can call the company or check on the Internet (http://www.dhl.com) 了解当前敦豪速递公司包裹运送状态，客人/商务中心可以向公司电话查询或在网站上查询。（网址为http://www.dhl.com）

13. Fill in a Business Center Accounting Voucher and ask the guest to sign 填写商务中心帐目凭证并要求客人签字。

STANDARD OPERATING PROCEDURES

Subject

: DHL / EMS

/ Courier Services 特快专递服务 : FO-BC-006 : 5 of 5

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

14. Fill in the Business Center Control Sheet all the Express Company at telephone: ( ) and ask them to pick up the documents as soon as possible and within 30 minutes.

填写商务中心控制单所有的快递公司电话号码：（）并要求其在30分钟内尽可能将文件送到。

15. Ask the company to give the hotel a proper EMS bill 要求该公司给出相应的帐单。

16. Pass the bill to the Accounting Department attached with the correct

page of the B/C Accounting Voucher

将帐单附正确的商务中心帐目凭证交于财务部。

Forms表格

Business Center Control Sheet商务中心控制单

STANDARD OPERATING PROCEDURES

Subject

: Translator / Interpreter Effective Date : Apr.2010 翻译/解说

Policy No : FO-BC-007 Issued by : FOM Page : 1 of 4 Approved by : General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标  To provide the guests with complete Business Center Services

为客人提供全面的商务中心服务。

Policy Statement 阐述  It is the hotel’s policy to provide professional translation / interpreter services

through the Business Center.

这是一项关于酒店商务中心为客人提供专业的翻译/解说服务的。

Procedures – Translation 程序——翻译

1. Mention to the guest the prices and speed of the company and that the

service will be charged to his room

提醒客人相关公司的价钱和速度，及费用将记在房费内。 2. Determine the needs of the guest:

确定客人的需要：

a) Languages 语言 b) Number of pages to be translated 翻译的页数 c) Field of the papers (e.g. medical, technical, etc.) 翻译的领域。（如：医疗、科技等） d) How fast the guest needs the translation 客人需要翻译的速度。

3. Call RELATED Translation company at telephone (number) Mention to the company that you are from the Business Center in the Plaza Royale (hotel name) and explain the guest’s requirements

电话通知翻译公司，提醒公司你是豪廷××酒店商务中心并向其解释客人的需求。 4. Check with the company the estimated price and time determined by

the guest’s needs

核对公司的报价和客人的需求。

5. Pass the information to the guest and ask if he accepts price and time 递交相关信息给客人并了解其是否愿意接受相关价钱和时间。

STANDARD OPERATING PROCEDURES

Subject

: Translator / InterpreterEffective Date : Apr.2010 翻译/解说

Policy No : FO-BC-007 Issued by : FOM Page : 2 of 4 Approved by : General Manager Distribution : Executive Committee Department Head A&B : All Associates

6. Confirm with the company and ask at what time the document will be

Ready向公司落实文件能准备就绪的时间。

7. Fax the pages to the company (fax number) and charge the guest

accordingly for the fax or ask the company to pick up the document if it contains too many pages or is confidential

将内容传真给公司（传真号码）并向客人收取传真费用。如果内容过多或者机密则要求公司来取。

8. Ask the guest if the company can send the translated pages back by fax

and if the Business Centre can send the document to his room. 询问客人是否需要将完成后的文件传真回来和是否需要将其送至房间内。

9. Call the company on the time they agreed that the document would be

Translated在规定的时间向公司索要文件。

10. When you receive the document as well as a proper written bill, open a

Business Centre Accounting Voucher and fill in completely 在接到文件时，完整地填写帐单和商务中心帐户凭证。

11. For small or urgent translation services that can be done in-house by the

Business Center Staff, remember to check with the guest on any

words/phrases that have an unclear meaning or are very technical. This is to avoid making mistakes.

如果是小的或者紧急的翻译文件，则可以在酒店内由商务中心员工自行翻译，但必须与客人一起逐字逐句检查核对每一个意思不明确或专业的地方。避免出错。 12. Bring document to the guest as well as the voucher for the guest’s

Signature将文件和有客人签名的凭证一同交给客人。

13. Post the Amount in the guest folio.在客人帐户中记入总数. 14. Fill in the Business Center Control Sheet 填写商务中心控制单。

15. Pass the original bill from RELATED to the Accounting Department

attached with the correct page of the B/C Accounting Voucher 将相关的原始帐单附商务中心帐单凭证一同交予财务部。 Remarks: 备注:

1 page translated from Chinese to English or English to Chinese will cost approximately CNY 150 and takes one day.

将英文翻译成中文或将中文翻译成英文大约价值150元每天。

STANDARD OPERATING PROCEDURES

Subject

: Translator / InterpreterEffective Date : Apr.2010 翻译/解说

Policy No : FO-BC-007 Issued by : FOM Page : 3 of 4 Approved by : General Manager Distribution : Executive Committee Department Head A&B : All Associates Procedures – Interpreter程序——解说

1. Mention to the guest the prices and speed of the company and that the

service will be charged to his room

提醒客人相关的公司的价格和速度及收费将记入其房费。 2. Determine the needs of the guest: 确定客人的需求；

a) Languages

语言

b) Length of session

会议持续时间

c) Place of the session

会议地点

d) Field (e.g. medical, technical, etc.)

领域（如医疗、科技等）

e) When the guest needs the interpreter

需要解说的时间 f) Other

其他

3. Call RELATED Translation company at telephone ( )

电话通知相关的翻译公司（）。

4. Mention to the company that you are from the Business Center in the Plaza

Royale (hotel name) and explain the guest’s requirements 提醒公司你是豪廷公司××酒店商务中心并向其解释客人的需求。

5. Check with the company the estimated price determined by the guest’s

needs与公司一起检查客人需要的估价。

6. Pass the information to the guest and ask if he accepts the price

将信息告知客人并寻味其是否能够接受该价钱。

7. Make specific arrangements with the company – ideally the interpreter and

guest should meet in the Business Center

做出特殊的安排——最好能让解说员和客人在商务中心见面。

8. Ask the guest to sign the Business Center Accounting Voucher

要求客人在商务中心帐单凭证上签字。

9. Ask the interpreter to contact you at the end of the session to give you a

proper bill for the correct price and length of the session.

要求解说员在会议结束时联系你，并给你相应的帐单和会议长度记录。

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Translator / Interpreter翻译/解说 : FO-BC-007 : 4 of 4

: Executive Committee : All Associates

Effective Date : Apr.2010

Issued by : FOM

Approved by : General Manager Department Head A&B

10. Fill in the Voucher completely and charge to the guest folio

完整地填写帐单并将费用为客人记账。

11. Fill in the Business Center Control Sheet 填写商务中心控制单.

12. Pass the original bill from RELATED to the Accounting Department attached

with the correct page of the B/C Accounting Voucher 将相关原始帐单交给财务部并粘贴适当的商务中心凭证页。

Remarks: 备注:

An interpreter for 1 hour will cost approximately (price) per hour and can be available within 2 hours

一个解说员工作1小时大约价值（），并且在2小时内有效。

Forms表格

Business Center Control Sheet商务中心控制单

STANDARD OPERATING PROCEDURES

Subject

:Baggage Service For Arrivals 行李抵达服务 : FO-CON-002 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

Policy Statement 阐述  It is the policy of the hotel that baggage service is provided efficient and

secured at all times.这是关于为客人随时提供有效的安全的行李服务的。

Objective 目标 • To ensure that the Baggage is attended and delivered promptly upon

arrival.

确保所有到达的行李被迅速的处理和分发。 • To prevent any mistake or security problem arising from an unprofessional

way of baggage handling.

为防止一切非专业的行李处理方式导致的错误和安全问题的发生。

Procedures 程序

1. The Bellman on duty has to carry with him adequate Baggage Tags at all times.

所有当班的行李员必须随时运送足够的行李。

2. As soon as the baggage is unloaded from the vehicle, the Bellman has to put on the Baggage tags with serial number.

如果包裹不能装载，行李员则需要在包裹上标明序列号。

3. At the same time, he inspects the condition of the bags if they are securely locked and without any dDMage - If there is any notify the guest immediately.

同时，检查包裹是否安全地被锁闭且无损坏——如果有任何损坏则立刻通知客人。 4. Escort the guest to the Front Desk for registration.

陪同客人到前厅部登记

5. The Bellman attends to the baggage, stands and waits 2 meters behind the guest while he is registering.

客人登记时，行李员守护行李，站在离客人两米以外的地方。

6. STANDARD OPERATING PROCEDURES Subject

:Baggage Service For Arrivals行李抵达服务 : FO-CON-002 : 2 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

7. As soon as the registration process is completed, the Front Desk Agent signals the Bellman and mentions to the guest that the Bellman will show him the way to their room.

客人登记结束以后，前厅部接待员将示意行李员并告知客人行李员将为客人引路。

8. In case the arrivals are too many for the Bellmen to handle, the Bellman will place the luggage at the entrance of the hotel, which is manned at all times, and shows the guest the way to the reception and attend to other arriving guests.

万一抵达的客人很多，行李员将把行李放置在酒店大门口，委派专人随时负责。同时为客人示意接待处的位置，然后照顾其他抵店客人。

9. After Check In the Front Desk Agent writes down the serial number on the RC and advises the guest that his luggage will be sent up to his room as soon as there is an available Bellman. The Front Desk Agent will inform the Bell Captain to follow up as soon as possible.

前厅部接待员记下序列号后，告知客人行李员将在最快时间内将其所有行李送至房间。前厅部员工将尽可能通知行李领班。

STANDARD OPERATING PROCEDURES

Subject

: Baggage Service for Departure 行李离店服务 : FO-CON-003 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective 目标

To ensure that the baggage is attended and picked up promptly upon departure.

To eradicate any mistake or security problems arises from the unprofessional way of baggage handling.

确保离店的包裹能迅速地照看和运送。根除由于非专业的处理方式引起的错误和安全问题。

Policy Statement 阐述

It is the policy of the hotel that the baggage service provided is efficient and secured at all times.这是酒店在任何时间为客人提供高效安全的行李服务。 Procedures 程序

1. The Bellman on duty has to carry with him all the time Baggage Tags.

当班行李员在任何时候都必须为客人随时运送行李。

2. On receiving a call to pick up guest luggage for departure, the Bell Captain

has to clarify with the guest the number of baggage and inquire if transportation service (shuttle or limousine) is required.

在接到为客人离店行李服务的信息后，领班应该落实客人行李的数量及是否需要求运输（班车或轿车）服务。

3. Assign a Bellman to attend to the guest and advise him the type of luggage

trolley to be used for the job.

安排一个行李员为客人服务并告知其要行李车的类型.

4. The Bellman arrives at the door rings the bell and identifies himself.

行李员在客房门口按门铃并表明自己身份。

5. Collect the baggage from the guest, and check that all the baggage is

properly locked and not dDMaged - if there is notify the guest immediately. 为客人集中行李，检查所有行李是否上锁和损坏情况——如果有则立即通知客人。 6. The second half of the Departure Baggage Tag is handed over to the guest.

The guest is informed to present the baggage tag when retrieving his luggage (this is only done when guests need their luggage stored for a longer period).将行李标签的第二联交给客人。并通知客人在重新拿到行李时出示之

STANDARD OPERATING PROCEDURES

Subject

: Baggage Service for Departure 行李离店服务 : FO-CON-003 : 2 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

7. The Bellman has to escort the guest to the Front Desk for departure if the

guest is ready, otherwise inform the guest he will meet him at the lobby. 如果客人已经准备就绪，行李员陪同客人一起到前台办理手续，否则和客人约定在大堂见面。

8. The Bellman waits and stands behind the guest while the guest is checking

out at the Front Desk.

客人办理离店手续时，行李员站于客人身后，等待客人。

9. In the event that it is busy, the said Bellman has to attend to other guest

baggage or assignments.

如果客人较忙，上述的行李员则应该照顾其他客人的行李或所分配的事件.

10. The guest baggage is then placed at the Concierge Counter to be safely

guarded till the guest retrieves his baggage.

为安全起见，将客人的行李放在门童的柜台内，直到客人来重新取走之。

11. Check with the guest the transportation arranged, and load the baggage

into the vehicle.

和客人一起检查运输安排情况，并将行李装进车内。

12. Double check with the guest the correct number of baggage loaded to

ensure everything is in order.

反复检查客人行李的编号，并确保每个物件在正常次序内。

13. Bid the guest farewell warmly and thank the guest for staying at the Plaza

Royale (hotel name) 向客人道以温馨、礼貌的告别并感谢客人对豪廷（）酒店的光临。

STANDARD OPERATING PROCEDURES

Subject

: Baggage Service for Group Arrivals 团队行李抵达服务 : FO-CON-004 : 1 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective目标

To ensure that the Baggage is attended and delivered promptly upon arrival. To avoid any mistakes or security problems arising from the unprofessional way of baggage handling.

确定抵店的行李已经被迅速地被照处理和分发。避免任何由于非专业的方式而出现的错误和安全问题。

Policy Statement阐述

It is the policy of the hotel that baggage service provided is efficient and secured at all times.

该是酒店专为客人随时提供高效安全的行李服务的.

Procedures 程序

1. The Bellman on duty has to carry with him adequate Baggage Tags and a

group Service order Form to attend to group baggage arrival.

当班行李员将必须记得为抵店团队的行李提供足够行李标签和团队服务顺序表格。 2. As soon as the baggage is unloaded from the vehicle, the Bellman has to

put on the Arrival Baggage tags with serial number. 只要行李从车上卸下，行李员将为其贴上标签。

3. At the same time, inspect the condition of the bags if they are securely

locked and without any damage - if there is any notify the truck driver or the tour leader immediately, then get them to acknowledge on the column provided on group Service Form, as well as the total number of bags delivered.

与此同时，检查包裹情况是否上锁和没有损坏——如果有则立即告知司机或领队，然后让其在相应的表格内填写相应内容。然后将所有标签贴在上面。

4. Place all the baggage at the appropriate place and safeguarded by the

Bellman who will indicate the room number according the pre-assigned rooming list on the luggage tag, and place all luggage in logical order.

将所有包裹放置在合理的位置上并由行李员保障其安全，该行李员还将负责根据先前安排的标签上的房间表指出房间号码，并将所有行李按顺序安置。

STANDARD OPERATING PROCEDURES

Subject

: Baggage Service for Effective Date : Apr.2010 Group Arrivals 团队行李抵达服务

Policy No : FO-CON-004 Issued by : FOM Page : 2 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

5. Fill up the group Service Order Form with the following details provided on

the Arrivals column:

将以下提供的抵店情况，填写在团队服务顺序表中：

a) Group Name and group Code

团队名字和团队代码

b) Arrival and Departure Date and Time, Flight Details

抵店和离店日期时间和航班细节

c) Baggage Vehicle Number, Driver’s Name and Contact

Number

行李车号码，司机名字和联系号码

d) Tour Leader’s Name and Contact Number

领队的名字和联系方式

e) Total Number of Baggage on Arrivals

抵店行李的总数

f) Total Number of Baggage Unlocked and damaged

未上锁和损坏的行李的总数

g) Group Luggage Pick Up Time on Departure

团队行李离店时的运送时间

6. The Front Desk agent has to provide the final rooming list to the Bellman after

group has registered.

团队登记后前厅部员工提供确定的房间表.

7. The Bellman then identifies any changes and corrects the room numbers if

any on the Arrival Baggage Tag.

行李员确定负责确定并更改抵达行李标签上的房间号码的变化.

8. Next, the Bellman loads the baggage onto the Luggage trolley floor by floor

following the room sequent number to facilitate the delivery. 接下来，行李员按照房间的序号将行李装载到行李车上以便分发. 9. Use the service lift to deliver the baggage to the floor.

用员工电梯将行李分发到个楼层。

10. When the Bellman arrives at the door, he has to identify himself and ring the

bell. 当行李员到达门口时，其将表明身份并按响门铃。

11. Deliver the bags to the room and place them on the luggage rack properly.

将行李拿进房间放进行李架。

STANDARD OPERATING PROCEDURES

Subject

: Baggage Service for Group Arrivals 团队行李抵达服务 : FO-CON-004 : 3 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

12. Last, wish the guest a pleasant stay before leaving the room.

最后在离开房间前向客人致意，祝其愉快。

13. Record down the total number of baggage delivered to each room on the

group Service Form.

在团队服务表格上逐个记录包裹分发数量。

14. When the entire group’s baggage has been delivered, hand the group

Service Form to the Bell Captain for his review.

行李分发完毕后，将团队服务表格交给行李领班以便检查。

15. File the group service form according to departure date for further use on

group departure.

为团队离店的深入用途，根据离店日期归档团队服务表格。

Forms表格

Group Service Form团队服务表格

STANDARD OPERATING PROCEDURES

Subject

: Baggage Service For Group Departure 团队行李离开服务 : FO-CON-005 : 1 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective目标

To ensure that the Baggage is attended and picked up promptly according to the set pick up time.

根据时间确定行李被迅速的照看和运送。

To avoid any mistakes or security problems arising from an unprofessional way of baggage handling.

避免由于非专业的处理方式而产生的错误和安全问题.

Policy Statement阐述

It is the policy of the hotel that baggage service provided is efficient and secured at all times.

该是酒店随时为客人提供高效安全的行李服务的。

Procedures程序

1. The Bell Captain on duty has to review the group Service Form of all

departuregroups in the morning and assign a Bellman to handle group departure baggage at the beginning of each shift.

当班行李领班应该在早上检查所有团队离开的服务表并在每个班次安排行李服务。

2. The Bellman on duty assigned for the task carries with him adequate

Departure Baggage Tags and the group Service Order Form to the guest room floor by floor, to collect the baggage.

当班行李员为了收集行李，逐楼层地安排足够的离店行李标签和团队服务顺序表。

3. The Bellman arrives at the room, identifies himself and his intention.

行李员在房间门口，说明身份和意图。

4. Collect the baggage and put on the Luggage Departure Tag, at the same

time inspect the condition of the bags if they are securely locked. 集中行李并贴上标签，同时检查包裹是否上锁。

5. Notify the guest if not properly locked for security reasons. 如果行李没有被适当的上锁，则告知客人。

STANDARD OPERATING PROCEDURES

Subject

: Baggage Service For Group Departure 团队行李离开服务 : FO-CON-005 : 2 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Page

Distribution Issued by : FOM Approved by :General Manager Department Head A&B

6. Hand Over the Second Portion of the Departure Baggage Tag to the guest

and inform him to present the tag to retrieve his baggage if the need arises.

将标签的第二联交给客人并告知，如果必要的话，请在认领时出示之。

7. Record down on the group Service Form the total number of bags collected

from each group room.

在团队服务表格中记录从每个房间收集的所有数据.

8. The Bellman repeats the same procedure until all the group luggage are

collected.

行李员重复执行同样的程序直到将所有的团队行李收集好。

9. Use the service lift to deliver the baggage to the Departure Pick Up Point or

Luggage Store Room.

用员工电梯将行李分发至离店行李分发处或行李储藏室。

10. The baggage must be safeguarded until the Baggage Truck arrives for

collection.

在行李车抵达之前，必须确保行李的安全。

11. Count the total number of baggage collected and note it down on the

group Service Form.

记下所有收集的行李的数量并在团队服务表上记录。

12. When the Baggage Truck arrives for collection, the Bellman has to report

down on the group Service Form the following information:

当集中行李的行李车抵达时，行李员将在团队服务表上记下以下相关信息：

a) Baggage Vehicle Number行李数量

b) Driver’s Name and Contact Number 司机的名字和联系号码

13. Double check with the tour leader to verify the correct number of baggage

released, and get the tour leader to acknowledge on the group Service Form.

与领队一同确定发放的正确发放行李的数量，并让领队在团队服务表格上确认。

STANDARD OPERATING PROCEDURES

Subject

: Baggage Service For Group Departure 团队行李离开服务 : FO-CON-005 : 3 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Page

Distribution Issued by : FOM Approved by :General Manager Department Head A&B

14. The Bellman has to confirm with the Front Desk Agent that all the bills of the

group are settled before releasing the baggage to the Baggage Collection Driver.

行李员和前台员工在将行李发放给收集行李的司机时，一同确定团队的帐单。

15. Assist the Driver to load the baggage properly onto the vehicle.

协助司机将行李适当地装载在车上。

16. Bid farewell to the group members.

向团队成员道别。

17. Return the group Service Form to the Bell Captain for his review and then file

properly for the next three months as reference.

将团队服务表格交还给行李员，以便检查并将其归档3个月。

Forms:表格

Group Service Form团队服务表格

STANDARD OPERATING PROCEDURES

Subject

: Baggage Storage 行李贮存服务 : FO-CON-006 : 1 of 5

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

Objectives 目标

To ensure that the baggage storage service for the guest is efficient and accurately administrated.

确保为客人提供的行李储藏服务高效、准确。

To avoid any mistakes or security problem arising from any unprofessional way of handling the baggage.

为避免任何由于非专业的行李处理方式而造成的错误和安全问题。

The guest has to abide by the terms and condition of the baggage service established by the hotel.

客人必须遵守酒店制定的关于行李储存的条款。 Policy Statement 阐述

It is the policy of the hotel that the baggage service provided is efficient and secured at all times.

这是就关于酒店为客人随时为客人提供高效、安全的行李服务的。 Procedures - Baggage Storage 程序——行李储存

1. Upon identifying the guest needs to store his baggage, the Bellman obtains

the guest name and room number to verify that he is a registered guest. 基于客人要求、储藏行李的要求，行李员获得客人的名字、房间号码以证实其是住店客人。

2. Next, check with the guest if there is any valuables or perishable in the

baggage such as money, jewelry, passport, hand phones, food items etc. 下一步，和客人一同检查包裹内是否有贵重物品，如：现金、珠宝、护照手机和食物等。

3. If there is any valuables, advise the guest to take the valuables with him or

place in the safety deposit box, available at the Front Desk. 如果有任何珍贵物件，建议客人将其放置在前台的保险箱内。

4. Check that the baggage is securely locked, if otherwise notify the guest

immediately.

检查行李是否上锁，如果没有则，立刻通知客人.

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Baggage Storage 行李贮存服务 : FO-CON-006 : 2 of 5

: Executive Committee : All Associates

Effective Date : Apr.2010

Issued by : FOM Approved by :General Manager Department Head A&B

5. Raise a Baggage Storage Tag with serial number and record down the

following information:

提供行李带有序列号的标签并记录下下列信息：

a) Guest Name 客人名字

b) Room Number 房间号码

c) Date of Storage 储藏日期

d) Date of Claim 到期日

e) Forwarding Address and Contact Phone/Fax Number

相应的地址、联系电话/传真号码

f) Indicate on the type & number of baggage provided on the

Baggage Storage Tag

在标签上指出行李的类型数量 g) Bellman’s Name 行李员的名字

6. Highlight to the guest the terms and conditions of storage, and to read the

contents printed on the Baggage Storage Tag.

向客人强调储藏的条款和条件，并在行李储藏包标签上阅读内容。

7. Obtain the guest signature on the 1st portion of the tag, and then hand over

the second portion for guest retention.

要求客人在第一联上签字，并且将第二联交还给客人。

8. Ask the guest for a name card and write down the information on a

Luggage Label (sticker) to be put on the luggage in case the guest forgets all about his luggage.

向客人索要名片并在行李标签上记下相关信息以防客人忘记其行李。

9. The Bellman continues the process by registering the following information

onto the Baggage Storage Log Book:

行李员通过在行李储藏登记本上登记以下相关信息：

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Baggage Storage 行李贮存服务 : FO-CON-006 : 3 of 5

: Executive Committee : All Associates

Effective Date

: Apr.2010

Issued by : FOM Approved by :General Manager Department Head A&B

a) Guest Name and Room Number

客人名字 b) Passport or ID number 护照或身份证号码 c) Date Of Storage 储存日期 d) Date Of Claim 到期日 e) Type and Number of Baggage 行李的类型和数量

f) Baggage Storage Serial Number 行李的储存和序列号 g) Location Of Storage 储存地点

h) Bellman’s Name 行李员的名字

10. The Bell Captain is notified and he reviews the record before allowing to

hand over the baggage storage room key to the Bellman for proper storage.

为了保证行李员合理的储存，在移交行李储存室钥匙给行李员之前，行李领班被告知并检查记录。 11. The baggage is then placed into the baggage storeroom and arranged

according to the last number of the serial number of the tag. 行李将被摆放在行李室，并根据标签上的最后一个数字安排其顺序。

12. For perishable items, the Bellman has to check with the guest the condition

of storage, usually the item has to be store in the fridge with the kitchen. 对于容易腐烂的物件，行李员和客人一同检查储存情况，通常物件将放置在厨房的电冰箱内。

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Baggage Storage 行李贮存服务 : FO-CON-006 : 4 of 5

: Executive Committee : All Associates

Effective Date : Apr.2010

Issued by : FOM Approved by :General Manager Department Head A&B

Procedures - Baggage Collection

程序——行李的集中

1. Refer to the Baggage Storage Log Book and locate the information of the

Baggage Storage Item when the guest show the Baggage Storage Tag to retrieve his belongings.

当客人为领取其物件，出示其储藏标签时，参考行李储存记录本并在行李储存间查找。

2. Get the guest to sign on the Baggage Storage Log Book and obtain his

Passport or ID number.

要求客人在行李储存日志上签字并填写其护照和身份证号码。 3. Retrieve the baggage from the Baggage Storage room.

在行李储存室领取行李。

4. Verify the guest signature and the passport or ID number to ensure that

baggage is returned correctly.

检查核实客人签字、护照和身份证号码以确保行李正确地被归还。

5. Hand over the baggage to the guest if the signature and information is

tallied and record the date of collection and Bellman’s name. 如果签名、归还日期和行李员姓名等信息符合，将行李交还给客人。

6. Collect the 1st and 2nd portions of the baggage tags and clip them

together.

将行李标签第一联和第二联粘贴在一起。

7. Hand over the collected baggage tag to the Bell Captain for his review

against the Baggage Storage Log Book.

上交集中好的行李标签给行李领班以便其重新检查行李储藏标签。 8. The baggage tag is filed for reference for 3 months.

标签归档3个月以备参考。

Procedures - Baggage Storage Items Inventory 程序——行李储藏物件清单

1. An inventory of the Baggage Storage items has to be carried out at the end

of each month by the Bell Captain.

在每个月尾，行李储存物件清单由行李领班执行。

STANDARD OPERATING PROCEDURES

Subject

: Baggage Storage 行李贮存服务 : FO-CON-006 : 5 of 5

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

2. Check the baggage storage item against the Baggage Storage Log Book.

根据行李储存日志检查行李储存物件。

3. Report the followings to the Front Office Manager:

将如下事项向前厅部经理报告：

a) The total number of baggage stored. 行李储存的总数

b) The total number of baggage collected 集中的行李总数

c) The total number of baggage not collected exceeding the

expiry date.

超过储存时间没有集中的行李总数

d) The details of guest information of non collected items

没有集中物件的客人信息的细节 e) Any missing item任何遗失的物件

f) Any items found not identified or recorded.

任何鉴定或记录的物件。

4. Investigations and actions will be carried out to rectify any discrepancies

found.

如果发现任何差异，则采取相应的调查和整改行动。

5. A letter is sent to the guest to check with him the necessary action to be

carried out since the baggage has exceeded its storage duration limit with 10 days.

如果客人的行李储存时间已经超过限定时间10天，则向客人发出一封信件以确定是否有必要采取相应措施。

6. If there is no reply on the above for another 60 days, the hotel reserves the

right to dispose the item base on the terms and conditions established.

如果上述在60天内没有得到回复，酒店将根据建立的条款和条件保留处理相关物件的权利。

Logbook工作日志

Baggage Storage Log Book行李储存日志

STANDARD OPERATING PROCEDURES

Subject

: Brochures, Maps and Directions

指引册、地图、导游册 : FO-CON-007 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives目标

To provide updated and adequate brochures, maps, circulars and directories for guest.

为客人提供最新的、充足的小册子、地图、函件和目录。

Policy Statement 阐述

It is the policy of the hotel that adequate brochures, maps and directories are provided for the guest interest and reference at all times.

这是一项酒店随时为满足客人的兴趣和参考，而为客人提供充足的小册子、地图、目录等服务的。

Procedures程序

1. Establish the list of the brochures, maps, circulars and directories to be

available on hand.

建立小册子、地图、函件及目录等的表格以便易于寻找

a) Brochures (e.g. Tourist Information brochures for all major spots

in the City, brochures of other Plaza Royale Hotels) 宣传册。（如：关于城市中主要景点的旅游信息册子、关于豪廷酒店信息的册子）

b) Maps 【e.g. Map of ( area name )】地图（如地名图）

c) Directories (e.g. Telephone Directories, Yellow Pages, Shopping

Directories)

目录（如电话簿、黄页、购物目录） d) Circular 函件

2. The Bell Captain reviews the par stock of all the brochures and circulars

weekly and arrange to replenish as and when necessary.

行李员领班每周检查所有宣传册和函件的存货数量并安排在必要时安排补充。

3. The Brochures and circulars have to be well arranged at the Concierge Desk

and handily available.

宣传册和函件将在门房内用手工方式安排好。

4. Care has to be taken for storage and arrangement in the Luggage Storage

Room to ensure excellent quality when present to the guest.

在行李房内，保证其储存和管理质量，并确保其展现在客人面前的良好性。

STANDARD OPERATING PROCEDURES

Subject

: All Incoming Items 所有收入条款 : FO-CON-009 : 1 of 5

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives 目标

To ensure that the Mail, Message, Parcels, Flowers and all other incoming items are received and delivered to the guest promptly and accurately.

确保为客人提供即时准确的邮件、包裹、鲜花、及其他物件的接收和分发的服务。 To properly administrate due to eradicate any mistakes and security problem arisining from any unprofessional handling.

合理管理以根除任何由于非专业的处理方式而造成的错误和安全问题。

Policy Statement 阐述

It is the policy of the hotel that all incoming items delivered to the registered guest is administrated efficiently and securely.

这是一项酒店为客人提供的高效、准确的物件分发和登记的。

Procedures – Receiving 程序——接收

1. Check on the computer system to confirm that guest is a registered guest or

has a reservation with the hotel.

在计算机系统中确定客人是住店客人或是已经签订预订手续的客人。

2. Receive the item and record the following information to the Incoming Items

Log Book:

接收物件并在记事本中将以下相关信息记录下来：

a) Date & Time 日期和时间 b) Guest Name & Room Number 房间名字和房号

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: All Incoming Items 所有收入条款 : FO-CON-009 : 2 of 5

: Executive Committee : All Associates

Effective Date

: Apr.2010

Issued by : FOM Approved by :General Manager Department Head A&B

c) Type Of Item

物件类型 d) Sender’s Name and Contact Address, Phone & Fax Number 送件人的名字和联系地址，电话号码，传真号码 e) Storage location (If Any) 储藏位置（是否所有） f) Received By 收件人 g) Item Tag Serial Number 物件标签序列号

Procedures - In House Guest 程序——酒店内客人

1. Contact the guestroom and arrange a Bellman to deliver to the guest if

guest is available.

如果客人需要，联系客房并安排行李员分发物件。

2. If the guest is not available, proceed to enter a message for the guest to

contact the Concierge for collection.、

如果客人不需要，则要求礼宾部集中物件，以便给客人相关信息。

3. Issue an item tag with serial number and attach to the article for proper

identification. The Item tag is designed with content of all the above information

准备带有序列号的标签并将其粘贴在物件上以辨认。这些标签应该包含上述信息。 4. If the items received are valuables, such as air tickets, money, hand phone

etc. Get the sender to declare the valuables. Next, hand over to the Assistant Manager for safe keeping until collection.

如果收到的物件是贵重物品，如飞机票、现金、手机等。要求送件人告知详情，然后交给值班经理以保障其安全直到其被集中。

5. Note down the item storage location to facilitate the retrieval promptly.

标记物件储存的位置以便迅速地取回。

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: All Incoming Items 所有收入条款 : FO-CON-009 : 3 of 5

: Executive Committee : All Associates

Effective Date

: Apr.2010

Issued by : FOM Approved by :General Manager Department Head A&B

6. By 9pm in the evening, If there is still no response from the guest to collect

the item, the Bell Captain has to liase with the Assistant Manager to place the item into the guestroom.

到晚上9点，如果客人对其物件没有任何回应，行李领班将和值班经理一起将物件放进客人房间。

7. Record down the item delivered to room and endorse by the Assistant

Manager.

记录分发到房间的物件，且必须得到值班经理的背书。

8. A message to notify the guest that the said item is placed into his room, and

request the guest to contact the Concierge to sign and acknowledge the receipt.

留下口信通知客人上述条款已经放进客人房间，同时要求客人联系门童，签字认可。

9. Store the item securely in the drawer of cabinets provided.

在所提供的橱柜的抽屉中安全地储存物件。

Procedures - Guest Arriving On The Current Date 程序-正确日期抵店客人

1. Record the receipt of the item as per the procedure established above.

针对上述每个建立的程序，记录每件物件的。

2. Enter a message to the guest information on the computer system.

将客人信息输入计算机系统。

3. Print the message and attach to the Registration Card of the arriving guest

at the Front Desk.

在前台打印信息并和客人抵达登记卡粘贴在一起。

4. The guest should be duly informed upon checking in to collect his items.

客人应该被恰当地被通知到以检查并收集相关物件。

Procedures - Guest Due to Arrive On Future Date 程序—未来时间抵店客人

a) Record the receipt of the items as per the procedure established above.

根据上述建立的程序记录物件。

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: All Incoming Items 所有收入条款 : FO-CON-009 : 4 of 5

: Executive Committee : All Associates

Effective Date : Apr.2010

Issued by : FOM Approved by :General Manager Department Head A&B

b) Enter a message and internal flag to the guest information on the computer

system.

在计算机系统中输入一个关于客人信息的讯息和内部标记。

c) The Front Desk reviews the daily Internal Flag report has to convey the

message to the guest upon registration to collect his items. 前台根据登记检查每日的传送给客人的内部标记报告。

Procedures – Flowers 程序——花

1. Flowers received have to be delivered to the guestroom whether or not the

guest is in the room.

收到的鲜花需送到客人房间内。确定客人是否在房间内。

2. Arrange with the Assistant Manager to place into the guestroom as soon as

possible.

一有可能值班经理则安排将其放进客人房间。

Procedures - Collection 程序——集中

1. The guest has to sign on the Incoming Items Log Book at the point of

receiving to acknowledge and to avoid any dispute. 客人应该在接收到物件的记事本上签字以确认和避免争执。

2. The following information is recorded in the Incoming Items Log Book:

将如下条款记录在记事本上：

a) Guest Signature

客人签名

b) Date & Time Of Collection

集中日期和时间 c) Delivered By

发送人

STANDARD OPERATING PROCEDURES

Subject

: All Incoming Items 所有收入条款 : FO-CON-009 : 5 of 5

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

3. In the event, that guest fails to collect, and the item was not delivered to

guest before guest departure, an investigation has to be carried out to determine its next course of action for delivery.

如果客人没有领走相关物件，并且在集中前物件没有被分发出去，则应该进行调查以便确定下一步工作。

4. The hotel is not liable to any loss, in the event that a message has been

delivered but the guest fail to collect.

如果酒店已经分发出物件，而客人没有领走，酒店则不承担责任。

Logbook记事本

Incoming Items Log Book收件记录本

STANDARD OPERATING PROCEDURES

: Newspapers 报纸 Subject Effective Date : Apr.2010

Policy No : FO-CON-010 Issued by : FOM Page : 1 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标

The newspaper is delivered to the in-house guests, excom members and outlets promptly.

报纸迅速地分发给住店客人、行政成员和各个餐厅相关区域。

The newspaper received should be counted and the state has to be checked 接收到的报纸应该被点数并被检查。

Policy Statement阐述

It is the policy of the hotel to provide daily newspaper to the guest in an efficient manner.

这是一项酒店以有效的方式为客人每日提供报纸的。

Procedures – Receiving程序——接收

1. The Bell Captain calculates the actual number of newspapers at the point

of receiving according the delivery record.

行李员领班根据每天的记录，计算在接收点实际收到的报纸的数量。

2. The Bell Captain verifies the accurate quantity and state of the

newspapers.

行李员领班准确地核实报纸的质量和状态。

3. He files the delivery records and marks on the records any discrepancies

and the number of papers that are not in a presentable state. 归档分发记录并标记所有存在的差异和报纸数量不正确的记录。 4. All discrepancies should be briefed to the FOM immediately.

所有的差异应该立刻摘要以备前厅经理查阅。

5. At the end of the month the Concierge submits a summary to the FOM for

follow up

在月末，礼宾部上交一份摘要给前厅部经理以便加强今后工作。

STANDARD OPERATING PROCEDURES

: Newspapers报纸 Subject Effective Date : Apr.2010

Policy No : FO-CON-010 Issued by : FOM Page : 2 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

Procedures – Delivery 程序——分发

1. Print the In House Guest List by nationality and determine which room gets

(area name) Daily Newspaper (Chinese nationals only) and which rooms gets a China Daily (English – and all other guests).

打印住店客人表的国籍并确定哪间房间（地区名字）的当天报纸（只是中国的），及哪间房间是中国日报（英文——所有其他客人）。

2. Place the newspaper into the Newspaper Holder and load on the luggage

trolley.

将报纸放入报纸夹并装进行李车。

3. Organize the newspaper on to the luggage trolley in a way to facilitate

delivery.

将报纸在行李车上理顺以便分发。

4. By using the service lift, deliver the newspaper to room floor by floor

according to the In House Guest List and from top to bottom. 使用服务电梯，按客人表，从低到高，为住店客人逐层分发报纸。

5. Hang the newspaper on the door, take care to be discrete not to make any

noise that disturbs the guest.

将报纸挂在门上，特别注意不要发出任何噪音而打扰客人。 6. Complete the delivery floor by floor in a speedy manner.

以快速的方式逐层完成分发工作。

International Newspapers – Outlets and Excom members 国际报纸——各个餐厅区域和行政成员

1. Distribute the newspapers according to the schedule 根据时间表分发报纸

2. Do not write the name of the outlet on the paper

不要在报纸上写下名字。

STANDARD OPERATING PROCEDURES

: Newspapers报纸 Subject

Policy No : FO-CON-010 Page : 3 of 3 Distribution : Executive Committee : All Associates

International Newspapers – Guest Use 国际报纸——客用

Effective Date : Apr.2010 Issued by : FOM Approved by :General Manager Department Head A&B

1. There are times the guest request for additional special issue of newspaper

such as: Herald Tribune, Asia Wall Street Journal, USA Today etc.

有时，客人要求特殊的报纸，如：Herald Tribune、Asia Wall Street Journal、USA Today等

2. Clarify with the guest that the newspaper is chargeable to the guest

account.

告知客人报纸的费用是记入其帐户的。

3. Mention to the guest that you will deliver a paper to his room immediately

告知客人你将立刻送一份报纸到其房间。

4. Go to the gift shop and take the newspaper as well as the printed bill and a

pen

去礼品店取报纸帐单和钢笔。

5. Deliver the newspaper to the room and ask the guest to sign the bill

分发报纸到房间，并要求客人签单。

6. Return the bill to the gift shop

将帐单还到礼品店。

STANDARD OPERATING PROCEDURES

Subject

: Outgoing Items 外送物件

: FO-CON-011 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

Objectives 目标

To ensure that the mail, message, parcels, flowers and all outgoing items are delivered to out side guests correctly.

为确保所有外送的邮件、信息、包裹、鲜花和物件准确地被送出。

To properly administrate as to eradicate any mistake or security problem arises from any unprofessional handling.

通过管理活动根除由于非专业的处理方式而造成的错误和安全问题。

Policy Statement 阐述

It is the policy of the hotel that all the outgoing items from the registered guests are administrated efficiently and securely.

这是一项为住店客人提供有效的、安全的外送物件的服务。

Procedures – Receiving 程序——接收

1. Check on the computer system to confirm that guest is registered.

检查计算机系统确定客人是住店客人。

2. Receive the item and fill in the Outgoing Items Form completely

接收物件并完整填写外送物件表。

3. Verify with the guest that the recipient is aware of the collection.

和客人一同核实其接受人已经明了。

STANDARD OPERATING PROCEDURES

Subject

: Outgoing Items 外送物件

: FO-CON-011 : 2 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

4. Double check with the guest if the person who picks up the item has to show

some kind of identification as ID card or business card. 和客人一同反复核实取物人是否出示有效身份证和商务卡片。

5. Attach the Item Tag to the article for proper identification and store the item 在物件上贴适当的标签，以便辨认和储存。

Procedures - Collection 程序——领取

1. The out-side guest who comes to collect the item has to sign his name in the

Outgoing Items Form to avoid any disputes.

非住店客人领取物件时必须在外送物件表上签名，以避免争执。

2. Send a copy of the Form to the in-house guest to avoid any disputes

将表格复印一份并交给客人以避免任何争执。

3. File the Outgoing Items From for 6 months

保存外送物件表格6个月。

4. In the event that the guest fails to collect over a lapse of 7 days, the

recipient is contacted to notify him for collection. 如果客人超过7天没有领取物件，将收货人领取物件。

Forms表格

Delivery Records 物品派送表格

STANDARD OPERATING PROCEDURES

Subject

: Rooming Guest 陪同客人进房间 : FO-CON-013 : 1 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives 目标

To escort the guest to his room and explain to him the facilities and services provided by the hotel.陪同客人到其房间并向其介绍酒店的服务及设施。

Policy Statement 阐述

It is the policy of the hotel that guests are escorted to their rooms by the Bellman upon check in.

这是一项酒店在为客人办理入住手续后由行李员陪同客人到房间的。

Procedures 程序

1. The Bellman attends to the baggage of the guest upon arrival, stands and

waits 2 meters behind the guest together with his luggage while he is registering.

在客人办理入住手续时，行李员站在2米以外，且照看行李。

2. As soon as the registration process is completed, the Front Desk Agent gets

the Bellman and mentions to the guest that the Bellman will show him the way.

客人办理完相应手续时，前台服务员示意行李员，并告知客人由行李员为其引路。 3. The Bellman requests the Arrival Baggage Tag from the guest and escorts

the guest to the guest lift with his baggage. 行李员为客人提行李并陪同客人到电梯。

4. In case the arrivals are too many for the Bellmen to handle, the guest hands

over his luggage tack to the Front Desk Agent who advises the guest that his luggage will be sent up to his room as soon as there is an available Bellman.

万一行李员较忙，前台服务员为客人保管行李并告知客人行李员将尽快将行李送至房间。

5. The Front Desk Agent will write down Name and Room Number on the tag

and hand over the tag to the Bell Captain.

前台员工将在标签上写下客人名字房间号码并将标签交给行李领班。

STANDARD OPERATING PROCEDURES

Subject

: Rooming Guest 陪同客人进房间 : FO-CON-013 : 2 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

6. On the way to the guestroom, the Bellman points out the Hotel facilities

including F&B outlets, Business Centre, Swimming Pool, Gym and Recreation Centre to the guest.

在到客房的路上，行李员向客人介绍酒店设施包括：餐厅入口、商务中心、游泳池、健身房和娱乐室等。

7. Highlight current promotions of the hotel, which enhances the customer’s

stay.

强调当前酒店的促销活动，以便使客人延长其住店时间。

8. When arriving at the door of the room, the Bellman has to ring the door and

announce ‘Bell Service’ - He also explains to the guest the reason. 到房间门口时，行李员按响门铃表明身份——已经就此向客人解释过。 9. The Bellman pauses for a few seconds to wait for response.

行李员等待一会儿，看是否有反应。

10. If it is confirm that the room is vacant, the Bellman opens the door and

explains to the guest the door mechanism.

如果证实房间是空闲的，则打开房门向客人介绍房门装置。

11. The Bellman continues to first have a look quickly at the condition of the

guestroom to ensure it is clean before inviting the guest to enter the room. 行李员在引导客人进入房间时快速浏览房间以落实房间是否清洁。

12. Next the Bellman brings in the guest baggage and places the big suitcase

on top of the luggage rack.

接下来，将行李送入房间并将大箱子放在行李架上。

13. Then the Bellman checks with the guest if he would like explanations to

assist him to get the room facilities working.

然后，行李员向客人说明并询问是否需要演示设施的工作情况。

14. If the guest favors so, the Bellman proceeds to explain the room features

which include:

如果客人愿意则说明的细节包括：

a) The Main Console Panel for Air-condition, Lighting and Television

主要的控制面板包括空调、照明、和电视。 b) The Television Progams

电视节目

STANDARD OPERATING PROCEDURES

Subject

: Rooming Guest Effective Date : Apr.2010 陪同客人进房间

Policy No : FO-CON-013 Issued by : FOM Page : 3 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

c) The Data Port

数据端口

d) The Telephone Communication and Message System

电话和信息系统

e) The Coffee and Tea Making Facilities

咖啡和茶的相关设施

f) Emergency Procedures and Exits

紧急程序和出口。

15. Last, the Bellman checks with the guest if he has any inquiries and thanks

the guest for staying with the hotel before leaving the room – without delaying time or asking for tips.

最后，行李员落实客人是否还有其他要求并在离开时对客人光临本酒店致谢——

快速离开并不得索要小费。

16. The Bellman then returns to the Concierge Counter and record into the

Bellman Movement Record.

行李员回到门房并记录其活动过程。

Logbook日志

Concierge Movement Record礼宾部活动记录

STANDARD OPERATING PROCEDURES

: Shuttle Bus 班车 Subject Effective Date : Apr.2010

Policy No : FO-CON-014 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

Objectives目标

To offer the guest the option of using the scheduled shuttle bus to the airport 为客人提供预先安排好的可选择的到机场的班车。

To ensure every guest reaches the airport on time确保每位客人准时到达机场。 To ensure that the shuttle bus leaves the hotel punctual确保每趟班车准时离店。

Policy Statement阐述

It is the policy of the hotel to provide a scheduled shuttle bus service between the hotel and the airport, which departs the airport and the hotel on time. 这是一项酒店为客人提供一个预先安排好的往返就酒店和机场之间并准时离开、到达酒店和机场的班车。

Procedures程序

1. After the request inform the guest of the times of the scheduled shuttle bus service as well as the time from the hotel to the airport (1 hour). Also that the guest has to be at the airport 1 hour before the plane departs for domestic flights and 2 hours for international flights.

在要求后，通知客人安排好的班车服务和从酒店到机场的时间（1小时）。而且国内航班的客人要求提前1小时达到机场，而国际航班的客人要提前2小时达到。

2. Write the room number of the guest (after verification with the computer system) on the shuttle bus record and inquire how many pieces of luggage the guest has.

在班车记录上写下客人房号（之后在计算机系统中落实）和客人拥有的行李的数量。

3. Control the number of persons who book the bus so as the number of guests does not exceed the number of seats – the booking is on a first-come-first-serve basis.

控制人数，以避免其超过班车的座位数——预订是在基于先来先享受服务的原则。

STANDARD OPERATING PROCEDURES

: Shuttle Bus 班车 Subject Effective Date : Apr.2010

Policy No : FO-CON-014 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

4. Ask the guest to be at the entrance of the hotel 5 minutes before the departure time as the bus leaves the hotel punctual. 要求客人在酒店班车准时离开酒店的前5分钟在门口等待。

5. Offer baggage storage for the guest in the meantime.

在等待时间内为客人提供行李储藏服务。

Records记录

Shuttle Bus Record班车记录

STANDARD OPERATING PROCEDURES

Subject

: Outdated mail, faxes and parcels 过期的邮件、传真和包裹 : FO-CON-015 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives目标

To ensure that the privacy of the incoming document is maintained. 确保接收到的私人文件得到保障。

To ensure that the document is returned to the sender if the receiver can not be contacted.

确保如果收件人联系不上，则将文件归还给送件人。

Policy Statement阐述

It is the policy of the hotel to provide efficient mail, Email, fax and parcel services to the guests.

这是酒店为客人提供高效的邮件、传真、包裹服务。

Procedures程序

1. All incoming items should be recorded and time stDMped.

所有接收的物件都应该是有记录的和有邮戳的。

2. If the guest can not be located in the computer system, the mail is placed

in the alphabetical mail holder.

如果客人不是住店客人，则邮件将按照字母顺序排列在邮件箱中。

3. Every morning the mail in this holder is checked against the computer

system by the Chief Concierge.

每天在早上行李主管应该根据计算机系统检查邮件箱中的邮件。

4. As the guest can not be located 14 days after the item is received by the

hotel, the items should be returned to the sender.

酒店在接到邮件14天后，仍没有发现收件人入住酒店则将其归还给送件人。

5. All returned items should be logged down on the Returned Items Logbook

for future reference

所有退还物件都必须在记事本上记录以便今后查证。

STANDARD OPERATING PROCEDURES

Subject

: Paging Service 叫电话服务 : FO-CON-016 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives 目标

The paging service is provided efficiently with the proper Paging Board. 用适当的提示板提供高效的“叫电话”服务

Policy Statement 阐述

It is the policy of the hotel to provide efficient paging service for the guest in a professional and friendly manner.

这是一项酒店用专业和热情的方式为可客人提供高效的叫电话服务的。

Procedures 程序

1. On request for paging service at the lobby, the Bell Captain obtains the Full

Guest Name to be paged and the caller’s name.

应在大堂提供叫电话服务的要求，行李主管要得到所有客人的名字及来电者的名字。

2. Write down neatly on the Paging Board with the marker pen.

用标记笔在提示板上工整地写下所有信息。

3. Repeat and clarify the spelling of the name to the caller.

向来电者确认名字的拼写。

4. Inform the guest to hold the line while the guest is being paged.

在客人正被标记的时候要求客人排队。

5. Assign a Bellman to carry out the paging task at the lobby.

安排一个行李员在大堂协助工作。

STANDARD OPERATING PROCEDURES

Subject

: Paging Service 叫电话服务 : FO-CON-016 : 2 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

6. The Bellman proceeds to carry with him the paging board on a shoulder

height level and walks upright slowly at the identified area of the lobby and lobby lounge.

行李员将“提示板”举到与肩平行的高度，笔直、缓慢地在大堂和大堂休息室等易识别的区域进行召集活动。

7. The Bellman has to ring the bell of the paging board to attract attention

while paging.

在排序的时候行李员将可以使用提示板上的铃，以引起注意。

8. When the guest responds to the paging, confirm with him the guest name

and the caller’s name.

当客人对其有回应时，确认客人和呼叫者的名字。

9. Escort or direct the guest to the nearest phone to receive his call.

护送或指引客人到最近的地方接电话。

10. If the guest cannot be located, the caller must be informed, and a message

left if the person being sought is an in-house guest.

如果客人不在，则通知来电者，如果客人是住店客人还必须在客房内为客人留下易看见的讯息。

11. Never leave the caller unattended. Reply the phone politely every 3-minute

Inform the status and show our courtesy.

不能不理会来电。应该每3分钟向来电者能够之状况以显示我们的礼貌。

STANDARD OPERATING PROCEDURES

Subject

: Stamp and Postage Effective Date : Apr.2010 Service 邮政服务

Policy No : FO-CON-017 Issued by : FOM Page : 1 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标

To ensure that the Postage Service provided to guest is in an efficient manner. 确保为客人提供高效的邮政服务。

The Stamp and Postage Cash Float has to be properly accounted at the end of each shift.

在每个班次上，邮政现金券应该被准确的计算。

Policy Statement 阐述

It is the policy of the hotel to provide Stamp and Postage Service an efficient and professional manner.

这是酒店为客人提供高效专业的邮政服务的.

Procedures 程序

1. Determine and establish the total Amount of the Stamp types and

denominations to be made available on hand for sales. 确定邮票种类的总数和手头上可以卖出的邮票的命名。

2. The Bell Captain has to account and review the Stamp and Postage sales

and cash float at the beginning and ending of the shift.

行李主管在每个班次的开始和结束时都计算和检查邮票、邮资和新金券的情况。 3. Review to check that sufficient stamps are available for sales.

检查以保证有足够的邮票供卖出。

4. Replenish as and when necessary to purchase from the Post Office to ensure

well stock.

当有必要从邮局买回以保证足够的存货时，补充之。

STANDARD OPERATING PROCEDURES

Subject

: Stamp and Postage Service邮政服务 : FO-CON-017 : 2 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

5. A list of official approved Postage Guidelines issued from the authority has to

be made available for the proper sales of stamps in all categories of postage such as : Registered Mail, Express and Normal Mail, Sea-mail etc. 一份来自有关部门的邮局批准的邮资指导表格将为邮票合理的卖出起到必要的作用，其中包括所有的邮资目录、如挂号信、普通邮件、特快、航海邮件等。

6. On the request to post any letter, the letter must first be weighted.

对于任何需要邮寄的信件都必须先称重。

7. Refer to the Postage Guidelines for the sales of stDMps.

参考邮资指导表销售邮票。

8. Collection of the stamp and postage fees is either by cash or by charging to

the guestroom following the Paid out Policy.

邮票和邮资的费用可以用现金付清也可以记入房间账目。具体的结账见下。

9. All postage of the letters must be made within the next 24 hours to avoid any

delay.

所有信件邮资必须在24小时内收回，以避免延误。

10. At the end of the shift, the balance of stamps and cash float is handed over

to the next shift.

在当班结束时，将邮票和现金券的余额交给下一个班次。

 The Concierge Stamp float is for guest use only. All departments are

required to order their own stamps for internal use. The Concierge can be used as a collection point by the post office, but will not weigh or stamp letter; parcels; EMS or bulk

门房邮花只能为客用，所有部门若有需要则需使用内部的专用物。门房还可以作为一个集中邮件的和邮局一样的地点，但是不可称重和压印邮件、包裹、特快专递或散件。

STANDARD OPERATING PROCEDURES

Subject

: Stamp and Postage Service邮政服务 : FO-CON-017 : 3 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Page

Distribution

 mail-outs for other departments.

为其他部门发出邮件。

Issued by : FOM Approved by :General Manager Department Head A&B

11. Account the stamps and cash float and fill up the necessary information on

the Stamp Float Report Log Book:

计算邮花和现金券，并在邮花报告日志上填写必要信息。

12. The Bell Captain has to tally the total Amount of stamp floats against the

total cash on hand and total Amount of stDMps carry forward. 行李主管将根据手头现金计算邮花总数及尚可用的总数。

13. The incoming shift verifies the total and acknowledges receipt on the Stamp

Float Report Log Book.

者核实总数并在邮花记录本上签字认可。

Logbook记事本

Stamp Float Report Log邮花日志报告

STANDARD OPERATING PROCEDURES

Subject

: Taxi booking and Arrangement 出租车预订及安排 : FO-CON-018 : 1 of 4

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives 目标

To ensure that the guest is provided with taxi arrangement and booking service in a prompt and friendly manner.

确保以迅速、礼貌的方式为客人提供出租车的安排、预订。

The taxi bookings and arrangement is properly recorded on the Taxi Booking Log Book for efficient follow up.

出租车的预订和安排应该被相应地记录在的士预订记录本上。

Policy Statement 阐述

It is the policy of the hotel to provide taxi arrangement and booking service to the guest in a prompt and courteous manner.

这是一项关于酒店以迅速、礼貌的方式为客人提供出租车的安排和预订的。

Procedures – Taxi Arrangement 程序——的士安排

1. Upon request by guest for taxi arrangement, clarify with the guest the

destination and time required.

根据客人对出租车的安排，指出客人的目的地及时间要求。

2. Record down the following information on the log book on the respective

daily record:

在记事本上每天分别记下下列信息：

a) Guest Name and Room Number

客人名字和房间号码

100

STANDARD OPERATING PROCEDURES

Subject

: Taxi booking and Arrangement 出租车预订及安排 : FO-CON-018 : 2 of 4

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Page

Distribution

Issued by : FOM Approved by :General Manager Department Head A&B

b) Destination

目的地

c) Time Required

时间要求

Procedures - Taxi Service Required Immediately 程序——立即要求的的士服务

1. Check the availability of the taxi within the hotel vacinity first.

首先落实酒店出租车的可用性。

2. If there are number of taxicabs, make sure the taxi follow the line up for his

turn to provide the service.

如果有相当数量的出租车，确定是出租车排队等候提供服务的。

3. Call the Taxi Company to arrange for one immediately if necessary.

如果必要呼叫出租车公司，立刻安排一辆出租车。

4. Confirm the taxi arrangement and take down the taxi number for

identification.

确定出租车的安排，并记下的车号码以便查询。

5. Write down the taxi information on a Taxi Card as follows: Taxi Number and

Destination.

在出租车登记本上记下出租车的相关信息如下：的士车号和目的地。

6. Present the 1st portion of the Taxi Card to the guest and the 2nd portion to

the Doorman.

将出租车卡片的第一、二联分别交给客人和行李员。

101

STANDARD OPERATING PROCEDURES

Subject

: Taxi booking and Arrangement 出租车预订及安排 : FO-CON-018 : 3 of 4

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

7. Invite the guest to take a seat at the lobby while waiting for the taxi to arrive.

在等待出租车到来的时候，邀请客人在大堂就座。

8. As soon as the taxi arrives, identify the guest with the taxi card.

出租车一到，则和客人一同用出租车卡片核实。

9. Assist the guest to board the taxies and confirm the destination.

协助客人上车并落实目的地。

10. If there is any baggage, ensure to double check that the correct number of

baggage is loaded securely.

如果有行李，反复检查以确保行李的号码准确。

Procedures - Taxi Service for Future Dates 程序——预先订的士服务

1. Clarify with the guest the destination and time required.

向客人落实所要求的目的地和时间。

2. Record the request onto the Taxi Booking Log Book according to the page

by dates chronologically.

根据按时间排序将相关要求记录在出租车预订记录本上。

3. The Bell Captain has to review the Taxi Booking Log Book at the beginning of

each shift daily and contact the taxi company for the advanced arrangement.

行李主管在每个当班日检查出租车记录本并预先和出租车公司联系作好安排。

4. Confirm the taxi arrangement by obtaining the taxi number from the taxi

company.

从出租车公司获得的士车号，确定出租车安排。

102

STANDARD OPERATING PROCEDURES

Subject

: Taxi booking and Arrangement 出租车预订及安排 : FO-CON-018 : 4 of 4

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

5. Log down the taxi number on the Taxi Booking Log Book.

在出租车记录本上记录出租车车号。

6. When the guest approaches the Concierge desk at due time, issue a taxi

card to the guest.

当客人按月底国内时间到达门房时，将出租车卡片交给客人。

7. When the booked taxi arrives, the Bellman identifies the guest by the taxi

card issued and confirms the destination.

出租车到达时，行李员和客人一同用的是卡片确定车号和目的地。

8. Finally assist the guest to board the taxies and ensure all the baggage is

loaded if there is any.

最后协助客人上车并确保如果有行李则保证装载之。

Log book记录本

Taxi Booking Log Book的士记录本

Taxi Card出租车卡片

103

STANDARD OPERATING PROCEDURES

: Umbrella 雨伞服务 Subject Effective Date : Apr.2010

Policy No : FO-CON-020 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标

To make sure the guest is receiving good hospitality确保客人得到盛情照顾。 To ensure the guest is enjoying his stay no matter what the weather is like 无论天气如何,确保客人在本酒店愉快。

Policy Statement阐述

It is the hotel’s policy to provide every in-house guest with an umbrella in case needed.

这是一项酒店为住店客人在其需要时提供雨伞服务的。

Procedures程序

1. In case of rainy weather, the Doorman coordinates with the Bell Captain to put the umbrella rack outside and makes sure he has plenty of Article on Loan Forms.

如果遇到雨天，门童与行李员领班协作将雨伞架放到门口并确保有足够的物件借出

表供填写。

2. The Doorman receives the inquiry for an umbrella and asks the guest to sign the Article on Loan Form, the Bellman indicates serial number of the umbrella as well as guest room number and name.

门童为客人提供雨伞并要求客人在物件借出表格上签名，门童同时还要填写相应的雨伞序列号码和客人房间号码及名字。

3. He opens the umbrella to check quickly if the umbrella is working well and in good condition.

迅速打开雨伞检查是否其处于良好状态。

4. Then he hands over the opened umbrella to the guest.

然后将雨伞交给客人。

5. He passes the form to the Bell Captain who verifies the forms.

将已经核实过的表格交给行李主管。

104

STANDARD OPERATING PROCEDURES

: Umbrella雨伞服务 Subject Effective Date : Apr.2010

Policy No : FO-CON-020 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

6. The Doorman collects the returned umbrellas and opens the umbrella to make sure the umbrella is not too wet and quickly verifies if the umbrella is in good condition.

门童集中归还的雨伞，确保其干燥和处于良好的状态。

7. He asks the guest for his name and locates the right Article on Loan Form.

向客人询问其姓名，在借用物件表格上查找。

8. He initials the form and hands them over to the Bell Captain at the end of the shift.

草签表格并在班次结束时交给行李主主管。

9. All umbrellas need to be checked by the night shift against the Umbrella On Loan Forms in case the Doorman forgot to initial the from.

万一门童忘记草签表格，则夜班应该根据伞的借用表格检查所有的伞。

10. All missing umbrellas need to be recorded down in the log book and are carried forward to the next day.

所有遗失的伞应该在记事本上记录下来，并在第二天进行下一步工作。

11. The Night Manager has to be informed of all guests who did not return the umbrella.

夜班经理将通知所有未归还雨伞的客人。

12. The Night Manager checks the names against the due outs of the next day and will leave a trace in the system for the Front Desk Agent to double check with the guest upon check out

夜班经理根据第二天要离店客人名单检查客人名字，并通知前台加倍注意要离店的客人。

13. Umbrellas are only to be loaned out to in-house guests

雨伞只能借给欲外出的住店客人

Forms表格

Article on Loan Form物件借出表格

105

STANDARD OPERATING PROCEDURES

Subject Policy No Page Distribution

: Airport Departure 机场送行

: FO-CON-AR-001 : 1 of 1

: Executive Committee : All Associates

Effective Date Issued by Approved by

: Apr.2010

: FOM : General Manager

Department Head A&B

Objective目标

To provide good hospitality to all departing guests 为所有离店客人提供盛情地服务。

To assist guests with direction to check in counters and information about airport taxes

协助客人找到登记柜台及提供有关机场税费的信息。

Policy Statement阐述

It is the policy of the hotel that every guest who requested an airport see off service is warmly greeted by the Airport Representative, and guided effectively to check in counter.

这是酒店关于机场代表热情地为需要机场送行服务的客人服务，并有效的为其指引登记柜台的。

Procedures程序

1. The Airport Representative meets and greets the guest by name and takes

care of the luggage as soon as he arrives.

酒店代表在客人到达的时候，问候客人并为其照看行李。

2. He assists the guests in buying airport tax and finding the right check in

counter.

帮助客人购买机场税费及寻找正确的登记柜台。

3. He escorts the guest to check in counter. 护送客人到登记柜台

4. Asks the guest if he can be of further assistance and thanks the guest for

staying with the Plaza Royale (Hotel Name) 询问客人是否需要进一步的服务并感谢客人光临豪廷（）酒店。

106

STANDARD OPERATING PROCEDURES

Subject Policy No Page

: Airport Pick Up 机场接客 : FO-CON-AR-002 : 1 of 2

Effective Date Issued by Approved by

: Apr.2010 : FOM : General Manager

Department Head A&B

Distribution : Executive Committee

: All Associates Objective 目标

To provide good hospitality to all arriving guests 为所有抵达的客人提供盛情地服务。

To ensure that the guest boards a legitimate taxi and arrives the hotel by taking the shortest possible way

确保客人乘坐正规的士和到达酒店的路程是最短的。

Policy Statement 阐述

It is the policy of the hotel that every guest who requested an airport pick up is warmly greeted by the Airport Representative, and escorted effectively to a taxi or hotel Limo.

该项是酒店机场代表为需要机场用车服务的客人提供温馨服务，并由出租车或酒店轿车护送的。

Procedures 程序

1. The Airport Representative meets and greets the guest by name and takes care of the luggage as soon as he arrives.

机场代表一遇到客人，就称呼其名字、问候之，并照看其行李。

2. He escorts the guest to the taxi in an effective way.

护送客人乘出租车保证路程的有效性。

3. The Airport Representative loads the luggage carefully in the taxi and ensures that the taxi driver drives the guest to the Plaza Royale (Hotel Name) by taking the shortest possible way.

机场代表将客人行李仔细装载到车上，并保证司机到达豪廷（）酒店的路程最短。

4. The Airport Representative hands the guest a Taxi Boarding Record, which states clearly the name of the Taxi Company as well as the license plate number.

机场代表交给客人一份乘车记录，上面清晰标明出租车公司名字和驾驶执照号码。

107

STANDARD OPERATING PROCEDURES

Subject : Airport Pick Up机场接客 Effective Date : Apr.2010 Policy No : FO-CON-AR-002 Issued by : FOM Page : 2 of 2

Approved by

: General Manager

Distribution : Executive Committee Department Head A&B

: All Associates

Forms 表格

Taxi Boarding Record 的士乘车记录

FOR YOUR RECORD YOU HAVE BOARDED TAXI NO. 您所乘坐的士的记录车号 ________________________________ ________________________________ Date日期 : _______________________ Time时间 : _______________________ 108

STANDARD OPERATING PROCEDURES

Subject Policy No Page Distribution

: Airport Lost Luggage 行李丢失

: FO-CON-AR-003 : 1 of 2

: Executive Committee : All Associates

Effective Date Issued by Approved by

: Apr.2010

: FOM : General Manager

Department Head A&B

Objective

目标

To provide good hospitality to all arriving guests 为所有抵达客人提供盛情的服务。

To ensure that the guest encounters less difficulties except losing his luggage. 确保客人遇到最少的麻烦，除非其丢失了行李。

Policy Statement 阐述

It is the policy of the hotel to efficiently assist every guest who has lost his luggage.

这是酒店关于协助每一位丢失了行李的客人的。

Procedures 程序

1. The Airport Representative helps the guest in filling out the required documentation together with the airport authorities. 机场代表帮助客人和机场当局填写必要的文件。

2. He inquires casually, and without making any promises, about the contents of the lost luggage (shaver, clean shirt, suit, etc.)

随意询问有关丢失行李的内容（如刮胡刀、衬衣、外套等），但不要做出任何承诺。

3. He asks the airport authorities to make a copy of the forms and hands over the original to the guest.

要求机场当局复印表格并把原件交给客人。

4. After the formalities are completed he escorts the guest to the taxi and tells the driver where to go.

在正式手续办理完毕后护送客人乘的士并告知司机要去的地方。

109

STANDARD OPERATING PROCEDURES

Subject Policy No Page Distribution

: Airport Lost Luggage 行李丢失

: FO-CON-AR-003 : 2 of 2

: Executive Committee : All Associates

Effective Date Issued by Approved by

: Apr.2010

: FOM : General Manager

Department Head A&B

5. The Airport Representative hands the guest a Taxi Boarding Record, which states clearly the name of the Taxi Company as well as the license plate number.

机场代表将出租车乘车记录交给客人，上面记载了出租车公司的名字和驾照号码。

6. He calls the EFM and tells her which guest has lost his luggage and what he lost. The EFM will do her best to arrange substitutes for the items lost and information requested and have everything ready by the time the guest arrives the hotel.

联系行政楼层经理，告知其丢失行李的客人和其丢失的物件。行政楼层经理将尽力根据丢失物件的信息安排替代物，并在客人到达酒店前作好一切准备。

7. The Airport Representative keeps following up with the airport authorities and tries to find out where the guest’s baggage went and how long it takes before the baggage arrives. 机场代表将和机场当局保持联系，努力找到行李和落实行李在到达前需要的时间。

8. All information needs to be briefed to the EFM who will inform the guest about the most current status.

所有的信息将向行政楼层经理简报，行政楼层经理将通知客人最新的信息。

9. As soon as the luggage arrives (area name ) it should go on the first shuttle bus (or by taxi if the guest requests) to the Plaza Royale (Hotel Name). 一旦行李到达（），其应该被送上最近的趟班车（或者应客人要求搭的士）到达豪廷（）酒店。

110

STANDARD OPERATING PROCEDURES

Subject Policy No Page

: VIP Arrive-Limousine 接重要客人用车 : FO-CON-AR-004 : 1 of 2

Effective Date Issued by Approved by

: Apr.2010

Distribution : Executive Committee : All Associates Objective 目标

To provide true VIP service for all VIP guests为 VIP客人提供VIP服务。

To make efficient use of the time when the guest travels to the hotel 当客人到达酒店时保证时间的充分利用。

Policy Statement 阐述

It is the policy of the hotel that every VIP who booked a limousine, is picked up at the airport and checked in on the way to the hotel.

该是酒店对于每一位特别重要的预订了轿车的客人，都到机场迎接并在途中办理入住手续。

Procedures 程序

1. The Airport Representative takes a VIP check in folder with a fully prepared registration card and key card holder with pre-keyed key with him to the airport as well as the hold-for-arrival messages and faxes.

机场代表持重要客人入住文件夹，其中包含准备好的登记卡、带有钥匙的房卡夹及抵达信息和传真到机场等候。

2. He meets and greets the guest by name and takes care of the luggage, while he escorts the VIP to the limousine in an effective way.

称呼客人的名字、向客人问候、照看行李并护送客人尽快上轿车。

3. After having offered and poured the guest a welcome drink, the Airport Representative hands over the HFA messages and faxes after he asked the guest’s passport.

在为客人提供迎客饮料后，机场代表向客人索要护照，然后转交抵达信息夹和传真。 4. The Airport Representative completes and double checks the registration card and makes a manual imprint of the guest’s credit card.

机场代表反复完整地检查登记卡并对客人的信用卡留下印记。

: FOM : General Manager

Department Head A&B

111

STANDARD OPERATING PROCEDURES

Subject Policy No Page

: VIP Arrive-Limousine 接重要客人用车 : FO-CON-AR-004 : 2 of 2

Effective Date Issued by Approved by

: Apr.2010

: FOM : General Manager

Distribution : Executive Committee Department Head A&B : All Associates

5. When the guest went through his papers he asks the guest to sign on the RC and also on the Transportation Voucher.

当客人审查相关记录时，要求客人签字的同时还在交通凭证上签字。

6. The Airport Representative offers the guest the possibility of making a local mobile telephone call in case of emergency. 机场代表尽力为客人提供当地手机，以便紧急情况.

7. When all finished, the Airport Representative introduces the Plaza Royale

(Hotel Name) and offers a recent newspaper – if the guest is a repeat guest or does not show interest the introduction should be kept to a minimum. 所有事件结束后，机场代表向客人介绍豪廷（）酒店并提供当地报纸——如果客人

是回头客人则不要介绍或少介绍。

8. 15 minutes before the limousine is due to arrive the hotel, the Driver or the Airport Representative informs the EFM of the arrival time so she and the Management can stand by to greet the guest when he steps out of the limousine.

在轿车到达酒店的15分钟前，司机或机场代表通知客户关系主管到达时间以便其和管理人员等待着，当客人出车门时向客人致以问候。

9. As soon as the Plaza Royale (Hotel Name) can be seen clearly from the car the Airport Representative should point this out to the guest.

一旦豪廷（）酒店能够清晰的在车内被看见，机场代表则示意客人欣赏之。

10. Just before the VIP steps out of the car the Airport Representative wishes the guest a most pleasant stay.

在客人出车门前，机场代表向客人致以祝愿有愉快的经历。 Remarks备注

I. In case the VIP is not traveling alone, the Airport representative should give a clear description (e.g. red tie, white hair) of the VVIP so the EFM and the Management can greet him by name. 万一VIP客人不是独行，机场代表就应该给出一个VVIP详细的描述（如红领带，白头发等）以便和行政楼层经理和管理人员能称呼其名字问候之。

II. The Airport Representative should double check if the driver has parked the limousine as close to the entrance as possible to minimize the walking distance.

机场代表应该反复落实是否司机将车停在离出口最近的地方以便客人走最短的距离。

112

STANDARD OPERATING PROCEDURES

Subject Policy No Page

: VIP Arrive-( By Taxi ) 接重要客人（用出租车） : FO-CON-AR-005 : 1 of 1

Effective Date Issued by Approved by

: Apr.2010

Distribution : Executive Committee : All Associates Objective目标

To provide true VIP service for all VIP guests 为VIP客人提供真正的VIP服务。 To ensure that the guest boards a legitimate taxi and arrives the hotel by taking the shortest possible way

确保客人乘坐正规的出租车并经最近的路程到达酒店。 Policy Statement阐述

It is the policy of the hotel that every VIP is warmly greeted by the Airport representative, and escorted effectively to a taxi.

该是机场代表对每一个VIP客人致以温馨的问候，并陪同其上出租车。 Procedures程序

1. The Airport Representative meets and greets the guest by name and takes care of the luggage as soon as the VIP arrives.

VIP客人到达时，机场代表就称呼其名字、致以问候并照看行李。 2. He escorts the VIP to the taxi in an effective way.

陪同VIP客人尽快乘坐出租车。

3. The Airport Representative loads the luggage carefully in the taxi and ensures that the taxi driver drives the VIP to the Plaza Royale (Hotel Name) by taking the shortest possible way.

机场代表仔细的为客人装载行李到出租车上，并确保司机载客人经过最短的路程到达豪廷（）酒店。

4. The Airport representative hands the VIP a Taxi Boarding Record, which states clearly the name of the Taxi Company as well as the license plate number. 机场代表将出租车乘车记录交给VIP客人，上面标明出租车公司名字和驾照号码。 5. He calls the EFM and tells her what time the VIP left the airport and gives a clear description of the guest, so she and the Management can recognize him, as soon as he arrives at the hotel.

电话通知行政楼层经理，VIP客人离开机场的时间和客人的具体细节，以便客人一到酒店，行政楼层经理和管理人员就能认出客人。 Remarks:备注

In case the VIP is not traveling alone, the Airport representative should give a clear description (e.g. red tie, white hair) of the VIP so the EFM and the Management can greet him by name.

万一VIP客人不是独行，机场代表应该给出VIP客人的详细描述（如红领带、白头发等）以便行政楼层经理和管理人员能称呼名字以问候。

: FOM : General Manager

Department Head A&B

113

STANDARD OPERATING PROCEDURES

Subject Policy No Page

: Mobile Phone 移动电话 : FO-CON-AR-006 : 1 of 2

Effective Date Issued by Approved by

: Apr.2010 : FOM : General Manager

Department Head A&B

Distribution : Executive Committee

: All Associates Objective 目标

1. To provide efficient telecommunication at the Airport and ensure all Hotel

Representatives could have good communications with Limousine Drives, other administration departments in the Airport and Hotel etc. 在机场提供有效的通讯联系以及确保全酒店代表能够与司机、其他在机场和酒店的管理部门有良好的通讯联系。

2. To ensure that all VIPs and regular guests who arrive with Hotel Limousine

Service receive efficient and friendly hospitality service from the Airport and Hotel.

确保所有用酒店轿车服务的VIP和常规的客人得到从机场到酒店有效的盛情接待.

Policy Statement 阐述

Mobile Phones are strictly to be used as for business and working purposes, no personal calls and long distance calls are allowed.

移动电话被严格地用于商业和工作用途，不得用于私人电话和拨打长途电话之用。

Procedures 程序

1. The Airport Representative should report on duty on time, get one of the designated Mobile phone from the Bell Captain on duty and record it properly.

机场代表应该准时报告当班情况，从行李主管处领取一个指定电话，当班行李主管应该记录在案。

2. During the duty hours, the Mobile Phone should be always switched on at all time.

在工作时间，手机应该保持开机状态。

3. Once you arrived at the Airport, check airport flight movements and call back to the hotel reporting it to bell captain on duty. Any of flight delaying and cancellations should be reported to bell captain immediately.

只要你到达机场，就检查机场航班或情况并电话通知当班行李主管，任何航班的延误和取消都应该立刻电话报告。

114

STANDARD OPERATING PROCEDURES

Subject Policy No Page

: Mobile Phone移动电话 : FO-CON-AR-006 : 2 of 2

Effective Date Issued by Approved by

: Apr.2010 : FOM : General Manager

Department Head A&B

Distribution : Executive Committee

: All Associates

4. To ensure guest receives efficient service at the airport, the Airport representative should work very closely with limousine driver through the mobile phone.

为确保在机场为接的客人高效的服务，机场代表应该通过手机和轿车司机联系。

5. Hand over the Mobile Phones to next shift at the end of each shift. The afternoon shift associates should make sure to return of the mobile phone back to bell captain on duty with proper recording in place.

每个班次结束时将手机移交给者。下午班的员工应该确保将手机归还给当班行李主管并作好适当的相应记录。

6. Bell captain should check all the mobile phones returned in good working conditions and make sure the batteries are charged and ready for next day. 行李主管应该检查归还回来的手机是否处于良好的状态并确保手机被充电以便第二天使用。

7. Any the lost or unreasonable damages should be borne by the associate involved according to the established Finance Department guideline on compensation.

根据财务部赔偿条例，任何丢失和不合情理的损毁都由相关人士承担。

Remarks: 备注:

In case the Mobile Phone is out of service, reporting it to bell captain on duty immediately and damage report should be followed up by duty bell captain and duty guest services associates.

万一手机有问题，立刻向当班行李主管报告并且报告损坏情况，同时应该报告给行李主管和客服中心。

115

STANDARD OPERATING PROCEDURES

Subject

: Limousine Availability 大型轿车使用率

: FO-CON- DRIVER -002 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives ：

To ensure an up-to-date and correct inventory of the limousines 这是酒店关于正确使用轿车的。 Policy Statement 目的：

It is the hotel’s policy that the availability of the limousines is recorded accurately.

确保轿车更新和正确的管理使用。 Procedures 程序：

1. After the Chief Concierge has received a request for transportation,

cancellation or maintenance, he updates the ‘Limousine Availability Record’ accordingly: 礼宾部礼宾司在接受出车、撒销出车任务或对轿车进行检修的同时，应在轿车管理使用记录上进行相应正确登记及更新。

a) All hotel cars酒店所有用车 b) Assignment用车任务

c) 24-hour indication 24小时标明 d) On a daily basis每日记录

2. The Chief Concierge ensures that the schedule is not too tight and that

there are cars and drivers stand-by during peak hours for transportation. 礼宾部礼宾司要确保整个计划不要安排得太紧，使在轿车使用的高峰期间，能够提供汽车和驾驶员。

3. In case the availability is tight, the Chief Concierge ensures that the outside

limousine service is contacted for any further requests. 如果轿车使用安排太紧，礼宾部礼宾司要确保外部车辆能够与酒店随时保持联系，以供其它使用要求。

Logbook

Limousine Availability Record 轿车管理使用记录

116

STANDARD OPERATING PROCEDURES

Subject

: Limousine Request Effective Date : Apr.2010 用车申请

Policy No : FO-CON- DRIVER -005 Issued by : FOM Page : 1 of 1 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives：

To provide the guest with luxurious and comfortable transportation if requested. 酒店规定向客人提供全天24小时的司机及轿车服务。 Policy Statement目的：

It is the hotel’s policy to provide chauffeured limousine service to guests on a 24-hour basis.

按所需提供客人豪华、舒适的交通服务。 Procedures程序：

1. Requests are coming from Reservations Department or from the Concierge Department and only through a completed ‘Request for Transportation’ form. 订房部或礼宾部负责出车预订并填写完整的轿车使用需求表。

2. All requests for limousine service have to be approved by the Chief Concierge, who checks if the required car is available at the requested time and date – the limousine service is provided on a first-come-first-serve basis. 礼宾部主管必需核准现存的轿车需求服务，以检查所需轿车是否能准时提供服务――轿车服务以先行先服务为基础。

3. The Chief Concierge updates the availability record of the limousines accordingly. 礼宾部主管负责记录轿车管理使用表。

4. All changes and cancellations have to make through a completed ‘Request for Transportation’ form.

任何更改或解除车辆需求必须再填写完整的出车需求表于礼宾部。

5. The Chief Concierge updates the availability record of the limousines accordingly.

礼宾部礼宾司负责记录轿车管理使用表。

6. In the morning of the date that the limousine is requested, the Chief Concierge contacts with the drivers to ensure that the limousine will be at the requested place 5 minutes earlier than requested. 早上出车时，礼宾部礼宾司首先和司机联系以确保轿车能提前5分钟到达预订地点

Forms / Logbook表格

Limousine Request form车辆管理使用表 Availability Record轿车使用需求表

117

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: The Responsibility of Driver 司机责任保证 : FO-CON- DRIVER -006 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Issued by : FOM

Approved by :General Manager Department Head A&B

司机责任保证

1. 当我持有有效合法的驾驶执照时方可驾驶车辆。除此以外其他情况一律禁止驾

驶任何车辆。

2. 我在任何时候驾驶车辆时，必须随身携带自己的驾驶执照。 3. 我决不把驾驶执照转借给任何人。 4. 一旦我的驾驶执照作废或暂停使用，我必须立即通知所属部门主管，否则将会

受到纪律处分。

5. 如果我的驾驶执照作废或暂停使用，不允许驾驶任何车辆。这是法律所规定的。

一旦司机职位出现空缺，应聘者如果在近两年期限内有违反交通规则者，应聘者有责任向管理者详细汇报事故。

6. 如果我发生了交通事故意外，我应按以下步骤处理：

A. 立即停车保护现场 B. 提供或寻求帮助

C. 及时向交通汇报事故 D. 及时向我的酒店汇报

7. 我将注意来往车辆，行驶时须系安全带，遵守所有的交通标识，交通信号，转

弯时及时给出正确的信号。 8. 我决不搭乘未经批准的客人。

9. 我将严禁任何人坐在车前盖，挡泥板，车顶及车下。

10. 我将在行驶过程中，注意保持车距，匀速行驶，保持合理车距。 11. 我将保证乘客不超载。我将对客人上车和下车时负责。 12. 我泊车时不将车停放在行车道上，当泊车时，应刹手闸，将排挡放置于泊车档。 13. 我将爱护酒店车辆，及时维修保养，遵守酒店制定的各项保养维修规定。 14. 我在用车时间前10分钟发动预热车辆，不野蛮驾驶，严守交通规则。 15. 车辆发生故障时立即采取行动，以免事态扩大，不然我将受到纪律处分。 16. 我将会在每次出车后彻底清洁车辆。

17. 我理解和接受以上条款。若有违反，我将受到纪律处分并承担经济损失。

司机签名：日期：

抄送：部门员工档

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STANDARD OPERATING PROCEDURES

Subject

: Lost & Found

at Check In 失物招领 : FO-FD-018 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective 目标  To provide guests with good hospitalit 为客人提供盛情的服务。  To return guest belongings in a safe and accurate way 以安全正确的方式归还客人的物件

Policy Statement 阐述

It is the hotel’s policy to remind all repeat guests of their lost & found items upon check in.

这是酒店关于在前台接待处提醒所有客人其失物招领的物件的。

Procedures

程序

1. The Housekeeping Department will directly key in the lost and found into the guest history, e.g. [L&F – 16AUG,99: 00356]

客房部将在失物招领处直接提供线索，如：[L&F – 16AUG,99: 00356]。

2. The Housekeeping will not put the description of the item, but only the voucher number, into the guest history in order to prevent unpleasant scenes at Front Desk.

客房部员工将不提供除凭证号码外的详细信息，以免在前台发生不愉快的场面。

3. Upon check in the Front Desk Agent will remind the guest that he forgot some items during his last stay.

在前台的接待处将提醒客人在他住宿期间的忘记的物件。

4. After receiving confirmation from the guest, the Front Desk Agent will contact the Housekeeping to send the items to the guestroom.

在客人提供确切的相关信息后，前台通知客房部送还物件到客人房间。

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STANDARD OPERATING PROCEDURES

: Room allocation Effective Date : Apr.2010 房间分配

Policy No : FO-FD-023 Issued by : FOM Page : 2 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates 1. Guests with Special Requests 有特殊要求的客人

Subject

   

2. Air Crew 空勤人员

  Assign the rooms for those guests according the internal flag

report and the guest history and remarks.

根据内部标记报告、客史和备注为客人安排房间。 Some exDMples of special requests:

一些特殊要求的例子：

 Room adjacent to folio 12345

房间临近12345  Room connecting with folio 321

房间和12345来连接  Extra bed set up

加床

Inform Housekeeping right away for special requests to give them

plenty of time to arrange the set up.

立刻通知客房部告之客人的特殊要求以有充分时间准备。 Again, all same day reservations with special requests and room

changes must be mentioned to the Room Service and Housekeeping right away in order to put or remove the set up from the room. 其次，同一天的有特殊要求的预定和房间的变换必须立刻通知房间送餐服

务和客房部以便其立刻准备或改变准备。 Air Crew will stay at the hotel every night. In case of cancellation,

the Airline Office should give the hotel 24 hours notice. 空勤人员将每天晚上在酒店，如果取消，航空公司应该提前24小时通知。 All Crew Rooms will be blocked on the same floor.

所有空勤人员房间应该在同一楼层内被锁闭。 120

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

3. Group 团队



: Room allocation 房间分配 : FO-FD-023 : 3 of 3

: Executive Committee : All Associates

Effective Date : Apr.2010

Issued by : FOM

Approved by :General Manager Department Head A&B

Senior Front Desk Agent on morning shift reviews the group order

and assigns the rooms as requested. If possible, all on the same floor. Most of the groups will be assigned lower floor unless otherwise indicated on the group order

前台员工应该在早班时检查团队预定并按要求安排房间。如果可能尽量在同一楼层。团队的大部分成员应该安排在低楼层除非有特别要求。

4. Staff House Use Rooms 员工用房

 Based on twin sharing basis with same sex.

基于同性分享原则。  Only with a completed and signed House Use Request Form

仅要求有完整的、有签名的房间请用表。  Special determined house use rooms or lower floor rooms only

仅是特定房和低楼层房间

5. When the Room Assignment is finished by the Senior Front Desk Agent, a print out of the Arrival List will be passed to the EFM for verification and summarization of the requested Amenities. After having obtained the signature from her Superior a copy of the detailed arrival list will be send to Room Service and Housekeeping to set up the Amenities in the room.

前台员工作完房间安排后，打印抵达表并交给宾客关系主任以落实和概括客人需求。在得到上级主管的签字后，得到表加功能送至房间服务部和客房部以在房间内布置。 6. All room changes must be mentioned to the Room Service and Housekeeping right away in order to put or remove the set up from the room. 所有的变化必须立刻通知房间服务部和客房部，以立刻安排或改变设置。

7. After the arrival list is distributed to Housekeeping and Room Service, and a same day reservation is received from Reservations, a complimentary order for Amenities needs to be filled in and distributed immediately.

在达到表发放到客房服务部和客房部后，应该从预定部取得当天预定，应该立刻补充和发放免费礼品。

121

STANDARD OPERATING PROCEDURES

: Room/Rate Change Effective Date : Apr.2010 房间等级变换

Policy No : FO-FD-024 Issued by : FOM Page : 1 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标  To give the guest the room he requested in a later stage of his stay during

high occupancy situations

住房率较高的情况下，在稍后的步骤中，给客人其要求的房间。 To adhere to the guest wishes and requests 拥护客人的要求和希望。  To ensure correct distribution of messages, etc to the guest room

确保正确的发放消息，如给客房.  To ensure correct room rate charges

确保正确的房价。

Policy Statement阐述  It is the hotel’s policy to change rates and / or rooms in a legitimate and

efficient manner

这是酒店用正规高效的方式改变房价和房间的。

Procedures – rate change 程序——房价的改变

1. Fill in the Room / Rate Change section of the R/C and clearly write down the reason of the rate change in the guest profile.

e.g. [WIFE CHECKED OUT – ROOM RATE CHANGED TO SINGLE OCCUPANCY] 填写R/C的房间/房价改变表并清晰的写下原因。（如：妻子离店——房价改为单人价。） 2. Change the rate in the system. 在系统中改变房价

3. Make sure the Guest is fully aware of the new rate and hand over a new Key Card Holder with the correct rate.

确定客人已经充分意识到新房价，并将正确房价的新房卡转交给客人。

When to change the rate 在那些时候改变房价:  Number of persons in the room changed

住房人数改变  Ending room rate e.g. CPN & BTA, Promotion Rate, Weekend Rate

Remarks – rate change:房价的改变，如CPN/BTA促销敬价格；周末价格备注——价格变化。 Subject

122

STANDARD OPERATING PROCEDURES

: Room/Rate Change Effective Date : Apr.2010 房间等级变换

Policy No : FO-FD-024 Issued by : FOM Page : 2 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

 State clearly on the voucher how the old and new room rate is build

up .e.g. US$ 100 + US$ 15 + 15% (room from US$ 100, breakfast from US$ 15 and 15% surcharge).

在凭证上清晰的注明房价如何形成，如房价$100，早餐$15，15%服务费等

Procedures – room change 程序——房间改变

1. Block a room with the desired room type from the guest by making a

duplicate reservation from the guest folio.

通过在客人的账单中作双份预订，从客人那里用其想得到的房型停止其使用。 2. Change the name in the duplicate folio to: [ALL FOR RM CHANGE 1206].

在复制的账单中改变名字。（如所有表格变为1206） 3. Change the rate to US$ 0.00. 将价格变为（）。

4. Leave your initials in the folio. 将姓名首个字母写在账单上。

5. Wait till the guest approaches the counter – unless the guest or top

management gave specific instructions.

等待客人到柜台来——除非客人或高层主管又有特殊的指示。

6. Fill in the Room / Rate Change section of the R/C and clearly write down the

reason of the room change in the guest profile. e.g. [GUEST REQUEST TWIN ROOM]

填写房间/房价R/C的改变部分，并清晰写下房间改变的原因。

7. Make sure the Guest is fully aware of the new room and hand over a new

Key Card together with the new Key Card Holder with the new room number.

确定客人完全知道新房间并将新房间钥匙和带有房号的钥匙卡交给客人。

8. Mention to the guest that the Bellman will help the guest to move his

luggage to the new room.

提醒客人行李员将会帮助客人将行李搬到新房间。

9. The Bellman will assist the guest in changing the room and will return the old

room key to the Front Desk.

行李员将协助客人改变房间，并将房卡归还到前台。 Subject

123

STANDARD OPERATING PROCEDURES

Subject

: Room/Rate Change 房间等级变换 : FO-FD-024 : 3 of 3

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B

10. Inform Housekeeping of the room change.

通知客房部房间的改变情况。

When to change the room: 可改变房间的情况：  Per guest request

客人要求  Facility in the room out of order

房间内设施不能正常运转。

Remarks – room change 备注——房间改变  When guests credit card is kept in the EFM safety box (pay by a

credit card that requires a signature or the room rate is paid by an outside guest), the Front Desk Agent on Night Shift has to change the room number on the envelope in the safe 当客人的信用卡保存在宾客关系主任的保险箱（用信用卡结帐要求客人签字或者房价由非住店客人支付的情况），前台夜班员工将改变保险柜信封上的房间号码）。

When to change room and rate 改变房间和房价的情况:  Up-sell guest after checked-in

入住后提升消费的客人  Guest request different room categories

客人要求不同房型的情况

124

STANDARD OPERATING PROCEDURES

Subject

: Duty Check List Effective Date : Apr.2010 工作检查清单

Policy No : FO-EFM-001 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Morning Shift 早班

1. Hand over from the previous shift on any outstanding matters to be

followed up.

移交先前工作中的任何突出事件以便其被跟踪处理。

2. Review all arrivals and check the profile of repeat guests for any special

requests; previous incidents.

回顾所有抵达情况；检查客人反复特殊要求的事件；先前的事件。 3. Check on the following 检查如下项目:  The Hotel Status

酒店状态  The Room Status

房态  Review the Arrival list and Departure List

回顾达到和离开表  VIP Room Status VIP

房态

4. Attend to the morning briefing and give directions for the day’s business

activities.

参加晨会给出日常工作活动的说明。

5. Check Room Discrepancies Report 检查房间缺陷报告

6. Perform Credit Check List 执行名誉检查表

7. VIP Room Inspections VIP 房间检查

8. Monitor Front Desk performance 监督前台工作

9. Follow up on due outs. Afternoon Shift下午班

1. Handover from the previous shift to follow up on any outstanding matters. 接手先前工作跟踪处理突出事件。 2. Check on the followings

按以下内容检查：:  The Hotel Status 酒店状态

125

STANDARD OPERATING PROCEDURES

Subject

: Duty Check List Effective Date : Apr.2010 工作检查清单

Policy No : FO-EFM-001 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

 The Room Status 房态  Review the Arrival list and Departure List 回顾到达和离开表  VIP Room Status VIP房态。

3. Attend to the morning briefing and give directions for the day’s business

activities.参加晨会给出日常工作活动的说明。 4. Check Room Discrepancies Report

检查房间缺陷报告

5. Perform Credit Check List

执行名誉检查表

6. VIP Room Inspections

VIP 房间检查

7. Monitor Front Desk performance

监督前台工作

8. Follow up on due outs.

接手处理应离店客人 Night Shift夜班

1. Handover from the previous shift to follow up on any outstanding matters.

接手先前工作跟踪处理突出事件。 2. Check on the followings

按以下内容检查：  The Hotel Status 酒店状态  The Room Status 房态  Review the Arrival list and Departure List 回顾到达和离开表  VIP Room Status VIP房态。

3. Attend to the morning briefing and give directions for the day’s business activities.参加晨会给出日常工作活动的说明。

4. Check Room Discrepancies Report. 检查房态差异报告 5. Check and verify Rate Discrepancies Report.

检查和校验房价差异报告

6. Liase with Night Auditor for Auditing. 和夜审一起核查。

7. Prepare Registration Cards and meal vouchers for the next day Arrivals. 为第二天的到达准备登记卡和餐券

8. Supervise Spring-cleaning and replenish the supplies for the Front Desk. 监督前台的大扫除和补充备品的工作。

9. Check the Daily Event Board.检查日记事板。

126

STANDARD OPERATING PROCEDURES

Subject Effective Date : Apr.2010 : Bomb Threat威胁 Policy No : FO-EFM-002 Issued by : FOM Page : 1 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标  To minimize alarm among the guests and employees of the hotel.

使客人和员工中的恐慌最小化  To safeguard the lives of both guests and employees through proper

evacuation if necessary.

如果必要，通过合理的疏散确保客人和员工的生命安全。  To eliminate any form of negative publicity to the hotel.

消除酒店的任何负面公共影响。

Policy Statement 阐述

It is the hotel’s policy to establish a well coordinated, serious and safety response to a bomb threat in liaison of the police and expert team.

这是酒店通过和和专家小组的联系。建立一套协同性良好的、严肃地、安全的对于威胁的反应。

Procedures 程序

1. Usually a Bomb Threat comes in the form of a telephone call or by way of a

letter, a written message and mail parcel. 威胁通常采用电话信件、讯息和邮件。

2. Anyone who receives a threatening call will try to establish maximum

任何人接到威胁电话，都应该尽力从来电者那里得到更多信息，并完成威胁表。示意另一个接线员或附近的保安追踪电话来源。此后，应立即通知保安部。

3. If the mail attendant or secretary receives a letter or parcel, which is

suspected to be a bomb or other incendiary device, the letter or the parcel should not be touched. Immediately inform the Security Manager. 如果邮件服务员或秘书接到信件或包裹，并怀疑其为或燃烧装置，此信件和包裹不得被触碰，应立刻通知保安部。

127

STANDARD OPERATING PROCEDURES

Subject Effective Date : Apr.2010 : Bomb Threat威胁 Policy No : FO-EFM-002 Issued by : FOM Page : 2 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates 4. Bomb Search搜查

 A search for the bomb will be conducted if the time of detonation given

is more than 30minutes.

如果离爆炸时间有30分钟以上，则展开搜查。  With the approval of the General Manager and Security Manager,

Police and authority will be contacted to carry out bomb search. 总经理和保安部经理的同意，应该联系和有关当局搜寻。

5. Evacuation疏散

 An immediate evacuation will be carried out if the time of detonation is

less than 30 minutes with the approval of The General Manager and Security Manager.

如果距离爆炸的时间小于30分钟，则经总经理和保安部经理同意后执行撤退。  Police and authority will be contacted to assist in the crisis management. 和当局将被通知以帮助危机管理。

6. Action to be taken采取的措施

 Contact all Department Heads / Supervisors to mobile all available staff

to check their work place for any suspicious parcel or object.

联系所有部门负责人/主管动员所有员工检查工作地点是否有任何包裹和物件。  Do not touch anything that is strange and suspicious.

不要触碰任何奇异、可疑的物件。  Inform the Security Manager if anything suspicious found.

如果没有发现任何可疑物件，通知保安经理。

7. For the safety of the guest, employees and hotel property, all employees

has to remain calm and coordinate well with the command center for any necessary action to be taken according to the instructions of the police and bomb expert.

为了客人、员工、和酒店财产的安全，所有员工都必须保持征镇静，并与指挥中心保持良好的协调。任何必要的行动都必须根据和专家的意见执行。

8. No one should act on his instinct, which will expose the safety of the entire

team to the bomb threat during the crisis.

在危急中任何人都不得冲动，而暴露全体成员的安全。

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STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Bomb Threat威胁 : FO-EFM-002 : 3 of 3

: Executive Committee : All Associates

Effective Date : Apr.2010 Issued by : FOM Approved by :General Manager Department Head A&B

( HOTEL NAME )

BOMB THREAT FORM威胁表

BOMB INFORMATION信息 Location in the hotel酒店地理位置 : _______________________________ Time the bomb explodes爆炸时间 : _________________________________ How to recognize the bomb识别的方法 : ____________________________ What type of bomb CALLER DESCRIPTION来电者特征 Sex 性别 : _______________ Age range年龄段 : __________ Nationality国籍 : _________________________________________________ Type of accent 口音 : _____________________________________________ Talking speed谈话速度 : _____________________________________________ Other characteristics其他特征 : _______________________________________ Reason for placing the bomb放置的原因: _________________________ Part of political organization 政治团体: ________________________________ OTHER其他 Time of the call来电时间 : ________Duration of the call电话持续时间: _________min. Call taken by接电人: ______________ Call witnessed by目击证人: _____________ Telephone number traced跟踪到的电话号码 :_______________________________ REMARKS备注：类型 : _____________________________ 129

STANDARD OPERATING PROCEDURES

: Car Accident 交通事故 Effective Date : Apr.2010 Subject

Policy No : FO-EFM-003 Issued by : FOM Page : 1 of 2 Approved by :GeneralManager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标

Ensure the whole process is handled efficiently in the best interest of both car owner and management.

确保整个程序处理得有效，保证车主和管理的最大利益。

Policy Statement 阐述

It is the hotel’s policy that all car accidents on the hotel premises are handled efficiently in the interest of both car owner and management.

酒店的是所有和酒店有关的交通事故，需被有效地处理，并保证车主和管理的最大利益。

Procedures 程序

1. Inform the Security Department and Assistant Manager.

通知保安部和值班经理。

2. If the accident occurred in front of the hotel, taken a picture at primitive

time.

如果事故发生在酒店门前，在第一时间照相取证。

The cars have to be moved to lower EFMund as soon as possible. 汽车将尽可能移到非显眼处。

The discussion to resolve the matter has to proceed in a discrete manner, not to arouse any public attention or crowd.

解决事故的商讨应该采取不连续的方式，不能引起公众的注意或引来围观群众。 3. No concerned hotel personnel to resume their duty and are not allowed

should involved in the discussion.

非相关酒店人员继续工作并不得参与商讨。

4. Picture is to be taken of the damaged vehicle as well as the object

damaged by the car.

照片是用来对损环的车辆和被车辆损环的物件取证的。

5. Arrange the dDMaged vehicle to a reliable car workshop for repair.

安排损坏汽车到可信赖的修理厂修理。

130

STANDARD OPERATING PROCEDURES

: Car Accident交通事故 Effective Date : Apr.2010 Subject

Policy No : FO-EFM-003 Issued by : FOM Page : 2 of 2 Approved by :GeneralManager Distribution : Executive Committee Department Head A&B : All Associates Remarks 备注：

Following information is required for insurance: 以下信息是保险所要求必须的：

 Guest name 客人姓名

 Copy of passport or ID 护照和身份证复印件  Guest driving license 客人驾照

 Contact address and phone Number 联系地址和电话号码  Vehicle number 车牌

 Copy of car registration and insurance policy 客人驾照保险

 Brief of the accident occurred 事故发生简述

 DDMage and estimated cost 损环和估算成本

 Hotel employee involved 涉及的酒店员工

 Copy of the identification card of employee involved 涉入员工证明材料的复印件

 Copy of the driving license of employee involve 涉入员工驾照复印件

131

STANDARD OPERATING PROCEDURES

Subject : Death 死亡 Effective Date : Apr.2010 Policy No : FO-EFM-004 Issued by : FOM Page : 1 of 2 Approved by :GeneralManager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标  To handle the incident in a discreet manner so as to avoid negative

publicity.

为了避免负面的公众影响，谨慎地处理相关事件。  To ensure that the deceased belongings are safeguarded and his family

members are contacted to make further arrangement. 确保死者财产安全和联系其家庭成员以进一步安排相关事项。

Policy Statement阐述

It is the hotel’s policy that any death occurs in the hotel is to be handled in a discreet manner to protect the interest of both the management and the family of the deceased.

酒店的是任何发生在酒店的死亡事件都必须采取谨慎的方式处理，并且保证酒店和死者亲属的最大利益。

Procedures程序

1. Once the information is received, the Security Manager, must be informed

and proceed to the scene immediately.

一旦得到相关信息，立刻通知保安部经理并保护现场。

2. Do not touch and remove the deceased. No attempt should be taken to

do anything at all e.g. cleaning.

不要接触或移动死者。也不要试图做任何工作，如清洁。

3. The Security Manager will contact the Police and Medical Practitioner for

investigation, and also will inform the General Manager, Resident Manager and the EFM.

为调查取证，保安部经理将与、法医联系，并通知总经理、驻店经理、宾客关系主任。

4. Security team members are to be stationed at the scene to prevent any

unauthorized persons from entering the area. Safeguarding the belongings and valuables of the deceased is extremely important. 保安部员工必须各就各位以确保非相关人员进入相关地区。保护死者财务和贵重物品及其重要。

5. After investigation and certified death by the Police and Medical

Practitioner, the deceased is then removed as soon as possible. 调查取证、法医坚定之后，应尽快将死尸运离现场。

132

STANDARD OPERATING PROCEDURES

Subject : Death死亡 Effective Date : Apr.2010 Policy No : FO-EFM-004 Issued by : FOM Page : 2 of 2 Approved by :GeneralManager Distribution : Executive Committee Department Head A&B : All Associates

6. The route of removal of the deceased should be through the back of the

House to avoid any public attention.

在运离死尸的过程中应走后门，避免引起公众的注意。

7. If the deceased was traveling alone, attempt is made to contact his next of

kin and contact the respective embassy.

如果死者为单身旅行者，应尽力联系其亲属和相关国家大使。

8. If the deceased was traveling with a friend or relative, a hotel teDM

member should be arranged to assist for any arrangement. 如果死者是随亲属旅游，酒店应安排团队成员协助管理。

9. The belongings of the room should not be removed and the room to be

double locked until the claimant arrives.

不得移动房间内相关物品，并双锁，直到相关人员抵达。

10. Any inquiries from the public on the matter shall be directed to the PR

Manager.

任何来自公众的事件，将直接交由公共关系经理处理。

11. The Settlement of the deceased will be dealt with by the management

guidance.

死尸的解决必须在管理层的指导下进行。

12. An Incident Report is filled up for Management review and the incident is

recorded down in the Guest Relations logbook.

必须做好事件报告以备管理层查阅，同时其值班经理也应该将其记录在日志上。

133

STANDARD OPERATING PROCEDURES

Subject : Out of Town 出城 Effective Date : Apr.2010 Policy No : FO-EFM-009 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标

To provide the guests with optimum protection of his possession 为客人提供针对其所有物最合适的保护措施。

To provide good hospitality for long-staying guests 为长住客提供盛情地服务。 Policy Statement阐述

It is the hotel’s policy to protect the guest’s possessions when the guest is out of the hotel for a longer period.

当客人长时间出行时，为客人的财产提供保护的。 Procedures程序

1. Inform the guest that you will double-lock the room in order to safeguard his

possessions during his time away from the hotel 提醒客人为保证其财产的安全，在外出时将房门双锁。

2. Ask the guest when he is planning to come back to the hotel

向客人落实其返回酒店的日期。

3. Inform the guest that he needs to contact with the EFM in case he is coming

back earlier – because of the double-lock

提醒客人和公共关系主任联系，以免提早回程-----因为房门双锁。

4. Inform Housekeeping that the guest will be Out-Of-Town (O-O-T) or Sleep

Out till what date and ask the Floor Supervisor to page you when the room is cleaned in order to double-lock the room

为了将房间双锁，通知客房部客人将要外出，直到楼层主管书面通知时房间才需要清洁的时间。

5. Inform Concierge to hold all mail and messages for the guest till what date

通知门房为客人保存所有邮件和信息知道相关日期。

6. Write all information clearly in the EFM Logbook and leave a trace a day

before the guest is scheduled to come back 根据回程安排，在客人返回前一天，在记事本上清晰地记下所有相应信息并留下记录。 7. A day before the guest returns, unlock the door and ask the Housekeeping

to air the room and to put messages, mail, newspapers, etc. nicely on the table. 在客人返回的前一天，打开房门锁，要求客房部为房间通风，留信、邮件、报纸等。并装饰桌子。

8. Make the record the date of OOT and the date of coming back.

制作OOT的日期和返回日期的记录。

134

STANDARD OPERATING PROCEDURES

Subject : Out of Town出城 Effective Date : Apr.2010 Policy No : FO-EFM-009 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Remarks备注:

 When the guest is planning to leave the hotel for a long time make sure

plants in the room get watered on a regular basis.

当客人计划长时间离开酒店时，确保房间中的植物得到应有的照顾。

135

STANDARD OPERATING PROCEDURES

Subject

: VIP Check In 重要客人入住 : FO-EFM-012 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective 目标  To provide VIP service for all VIP guests为重要客人提供特殊的服务. Policy Statement 阐述  It is the policy of the hotel that every VIP is warmly greeted by the GSM and

the concerned Department Heads upon arrival as soon as the VIP gets out of the car.

酒店的这项指出：每一位重要的客人一出车门就应该得到客户服务经理和相关部门总监的热情迎接。

Procedures 程序

1. Make sure the room is thoroughly checked, in a perfect condition and VIP

Amenities and welcome letter are in the room – The VIP2 room needs to be blocked on the same day and the VIP1 room needs to be blocked one day prior to arrival.

确定房间已经经过彻底地检查，舒适的环境和令人愉快的设施及欢迎信已经准备就

绪。为第二个客人准备的房在当天要空出；第一个客人的房间在使用的前一天要空出。

2. Prepare the registration card as complete as possible as well as a typed key

card holder and key (make sure the key is tested). 必须准备好登记卡、钥匙卡套及钥匙（确定钥匙有效）。

3. Put all in a check in folio, together with a pen and the HFA (Hold for Arrival)

messages and faxes.

记录所有的检查项目，将钢笔抵达信息及传真等集中在一起。

4. Coordinate with the Hotel Representative and inform the managers 15

minutes before the VIP arrive.

与酒店代表协调，在重要客人抵达前15分钟通知传信者。

5. Have the Check In Folio ready, together with the HFA messages and faxes

and wait for the VIP at the entrance of the hotel – outside.

携已准备好的检查表、抵达信息、传真在酒店门口（外侧）等待客人。

6. Greet the guest by name and welcome him to (city name) and Plaza

Royale (Hotel Name) 称呼客人的姓名来问候客人并表示对其光临本豪廷××（酒店名）的欢迎。

136

STANDARD OPERATING PROCEDURES

: VIP Check In Effective Date : Apr.2010 重要客人入住

Policy No : FO-EFM-012 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

7. Wait till formal greetings from management are finished and inform the

guest that he has the privilege to check-in in the privacy of his own room. If the guest hesitates, suggest the Lounge of the Executive Floor (for Executive Floor guests only) or either the EFM desk or the Front Desk.

等到正式的问候、欢迎等结束后，告知客人他拥有直接到其房间单独登记的特权。如果客人犹豫，则建议客人到行政楼层（仅仅对行政楼层的客人）或宾客关系主任办公桌或前台办理。

8. Confirm the number of luggage with the guest and make sure the Bellboy

gives priority to the VIP luggage.

确定行李的数量以及行李员优先照顾VIP客人的行李。

9. Show the guest the way to the elevator and introduce some of the hotel

facilities.

为客人指引到电梯的道路，并为其介绍酒店设施。

10. Open the door for the guest, switch on the light and hold the door for the

guest.

为客人开门、开灯并保持门开的状态。

11. Check with the guest if the room is at his satisfaction, offer the guest a seat

at the desk and request for his signature on the Registration Card politely. 如果客人对房间满意，为客人让座并有礼貌地要求客人在登记卡上签字。

12. At the same time the Guest Services Officer performs the welcome drink

ceremony.

在此同时，客服主任为客人送上迎客茶。

13. Offer the VIP a cup of tea or coffee and ask the guest for his credit card

number. Also inquire if they need the flight reconfirmed, or a limousine to be arranged.

为客人送茶，并向请求客人给予信用卡号码。同时落实客人是否为豪廷会员，是否需要航班预订和轿车安排等。

14. Hand over the HFA messages and faxes and inquire if you can be of further

assistance.

如果你需要进一步协助，则移交抵达信息、传真和要求等。

15. Wish the guest a pleasant stay and open the door for the Bellboy for the

luggage.

行李员为客人放置行李，当房门打开时致客人：“旅途愉快”的祝愿。

16. Return the Registration Card to the Front Desk and ensure that it is checked

into the system correctly.

将登记卡归还前台并确定其已经正确地被输入。 Subject

137

STANDARD OPERATING PROCEDURES

Subject

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives目标

To ensure that the VIP room is in perfect condition 确保重要客人的房间处于良好的状态 Policy Statement阐述

All VIP rooms need to be inspected prior to arrival to ensure that the room is in perfect condition.

所有重要客人的房间需要在到达前被提前检查，并确定房间处于良好的状态。 Procedures程序

1. Check and block all VIP rooms and prior to arrival. for VIP1, it will be discussed at the weekly meeting.

在客人到达前，所有重要客人房间都必须经过检查并空出。第一间重要客人房间在周会上讨论。

2. Check and block all VIP rooms one day prior to arrival. 在客人到达的前一天，检查和空出所有重要客人房间。

3. Check the major room facilities first (telephone, curtains, carpet, bath, lights etc.) according to the Room Inspection Check List Provided.

根据提供的房间检查表，首先检查房间主要设施（电话、空调、窗帘、地毯、浴盆等） 4. In case of any deficiencies that can not be solved easily the room should be changed.

如果有任何不能轻易解决的缺陷，将更换房间。

5. In case of any minor deficiencies, call the concerned departments (e.g. Housekeeping, Engineering) immediately to follow up. 如果存在任何小缺陷，则立即通知相关部门（如客房部等） 6. Double check if the follow up is carried out satisfactory. 反复检查（两次）保证能让客人满意。 7. Check the VIP Set Up prior to arrival. 在客人到达前检查运行程序。

8. Put the welcome letter in the room 将欢迎信放入客人房间。

Some points that need special attention during the check: 在检查过程中需要特别注意的是：

✓ Turndown service done (if applicable)

夜床已经完成（如有必要）

: VIP Room Inspection 重要贵宾房间检查 : FO-EFM-013 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

138

STANDARD OPERATING PROCEDURES

Subject

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives目标  To ensure that the injured guest is being treated with medical attention

immediately.

确保受伤客人能够立刻得到医护。  The life of the injured guest is safeguarded through prompt action.

通过及时的行动保障客人生命安全。 Policy Statement阐述

It is the hotel policy to ensure that any accident involving a guest is handled promptly to safeguard his live.

此项旨在确保任何客人受伤时能够迅速得到生命保障措施。 Procedures程序

1. Once an accident occurs, the Security Manager or in his absence the

Security Assistant Manager is informed immediately as well as the Manager on Duty.

一旦紧急事件发生，保安部经理（其不在时为保安值班经理）和经理需通知到。 2. First aid to be applied immediately with the readily provided First aid box

and equipment.

利用所现有的初步急救箱和设备，立刻实施初步急救工作。

3. Arrange to send the injured to the nearest clinic or hospital for treatment

per hotel car – decided by the Guest Services Manager.

安排由酒店汽车（由大堂值班经理决定）将伤者送至最近的门诊或医院。

4. If the guest is in a severe condition, do not remove the guest at all,

administer emergency treatment if possible, and arrange an DMbulance. 如果伤者处于较危险的情况，不要移动客人，如果可能则安排紧急情况处理办法，同时安排救护车。

5. Get ready the service lift for the DMbulance and medical crew so that

prompt action can be taken.

为救护和医疗人员准备好服务电梯以便其迅速采取行动。

6. The injured is brought down through areas that are at the back of the house

to avoid guest contact.

伤者经过的区域应该处于酒店后门处，以避免和客人接触。.

7. A team member of the Security Department should be summoned to escort

the injured to the hospital, to assist the injured.

保安部员工应该被召集并协助护送伤者至医院，协助伤者。

8. General Manager, Resident Manager, Manager on Duty and Security

Department has to be informed immediately. 应立即通知总经理，驻店经理和保安部经理。

: Guest Accident客人意外

: FO-EFM-014 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

139

STANDARD OPERATING PROCEDURES

: Guest Accident客人意Effective Date : Apr.2010 外

Policy No : FO-EFM-014 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

9. Contain the spread of the news of the accident by ensuring the team

member involved maintain confidentiality. 确保相关人员控制事故扩散的机密性。

10. If the accident occurred in a guestroom, security team member is to be

positioned to prevent unauthorized persons from entering. 如果事故发生在客房，安全部成员应该被设置在合理的位置，从而防止非相关人员进入现场。

11. Securities are to ensure that the ambulance is directed to the loading dock

area.

If the accident occurred in the guestroom and the victim to be

accompanied by a friend or relative, a change of room should be offered. The room which accident occurred may need to be double locked for further investigation purposes.

如果事故发生在客房，受害者有朋友或亲戚陪同，则可以允许其读房间进行改变。发生事故的房间需要被双锁，以便更进一步的调查。

12. If the victim is not accompanied by anyone, every effort must be made to

contact the next of kin through information on his passport. The Embassy of guest nationality is to be contacted if necessary.

如果受害人没有人陪同，应该尽力按照护照上的联系方式联系其亲属。如果必要，可联系该国籍的大使人员。

13. Guest’s travel documents should be checked and Airline or Tour Agent

notified.

客人的旅行文件应该被检查，相应的航空公司和旅行社应该被通知。

14. The Incident is to be kept in absolute confidentiality to all parties, especially

the Press.

事故应该被严格对外界保密，尤其是新闻界。

15. All inquiries are to be handled by the PR Manager or the General Manager

所有的相关需求将交由公共关系经理和总经理处理。

16. An Incident Report is filled up by the Security Department

任何事故报告由保安部填写。 Subject

140

STANDARD OPERATING PROCEDURES

Subject

: TeDM Member Effective Date : Apr.2010 Accident团队成员意外

Policy No : FO-EFM-015 Issued by : FOM Page : 1 of 1 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标

To ensure that the injured team member is being treated with medical attention immediately.

确认受伤的成员是否正迅速得到医护。  The life of the injured team member is safeguarded through prompt action.

受伤成员的生命通过迅速的行动得到保障。 Policy Statement阐述

It is the hotel policy to ensure that any accident involving a team member is to be handled promptly to safeguard his live.

该是旨在确保任何相应的受伤人员得到迅速的生命保障。 Procedures程序

1. Once an accident occurs, the Security Manager or in his absence the

Security Assistant Manager is informed immediately.

一旦事故发生，将立即通知保安部经理（不在时为保安部值班经理）。

2. First aid to be applied immediately with the readily provided first aid box

and equipment.

根据现有的初步救援箱和设备，先实施简单的初步救助。

3. Arrange to send the injured to the nearest clinic or hospital for treatment

per hotel car.

安排使用酒店车辆将伤者送到最近门诊或医院。

4. The injured team member is brought down through areas that are at the

back of the house to avoid guest contact.

伤员必须经由酒店后门被送出，以免与其他客人的接触。

5. A team member of the Security Department should be summoned to escort

the injured to the hospital, to action on any decision or measures for the injured.

采取一切行动或措施，召集保安部员工护送伤者至医院。

6. Department Head of the team member, Manager on duty and Security

Department has to be informed immediately.

部门负责人，大堂值班经理和保安部经理应该立即被通知。

7. Inform the family member of the injured team member if hospitalization is

needed.

通知伤者的家属，去住院治疗是否必要。

8. Record the details of the accident in the Logbook for management review.

在记事日志上记录事故细节。

141

STANDARD OPERATING PROCEDURES

Subject : Alleged Theft 偷窃 Effective Date : Apr.2010 Policy No : FO-EFM-016 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标

To carry out investigation by the security team and keep the guest informed of the progress appropriately.

由安全小组执行调查，并让客人知道合理的进展。

Policy Statement阐述

It is the hotel policy that all alleged theft case is handled professionally, discreetly and immediately.

这项是所有所谓的偷窃事件都必须专业地谨慎地被立即处理。

Procedures程序

1. If the information receives states that the incident happened in front of the

guest, obtain the description of the person involved immediately.

如果信息涉及到事件发生在客人面前的状态，立刻从涉及人员处获得相关细节。 2. Inform the Security Manager and activate the Security team to be vigilant

at all exit points that is:

通知保安部经理和巡逻队在各个出口加强警戒工作：  Staff entrance, Guest lifts at the Lobby, Service lift, Car Park Lifts, Hotel

Main entrance

员工通道、大堂客用电梯、服务电梯、停车场电梯、酒店主要入口。  Loading bay.

卸货口。

Stop and detain any suspect that fits the description for investigation. 为调查工作的进行，阻止和扣留任何与描述特征相符的嫌疑人。

3. The guest has to be interviewed by the Security Manager to carry out

investigation.

客人将不得不接见保安部经理，以接受调查。

4. Security Department will fill up an Incident Report.

保安部立刻填写事件报告。

5. A search is conducted immediately with the security team on the affected

guest room and guest floor.

保安部员工立刻在客人房间和楼层进行搜查。

6. A lock reading with details of the entry to guestroom is made for the

Security Manager for investigation.

为了调查工作，保安部经理对客人房间单独、详细的搜查。

142

STANDARD OPERATING PROCEDURES

Subject : Alleged Theft 偷窃 Effective Date : Apr.2010 Policy No : FO-EFM-016 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

7. If the guest would like to lodge a police report, the Security Manager will

contact the police for investigation.

如果客人要求向局提出报告的要求，保安部经理将和局联系。

8. Any type of discussion with the police must be in the presence of the

Security Manager.

与的任何形式的讨论，都必须在保安部经理在场的情况下进行。

9. The Incident should be kept absolute confidential to all team members and

the public to eliminate negative publicity of the hotel.

事件必须保证对所有队员和公众绝对保密，以消除对酒店的负面影响。

143

STANDARD OPERATING PROCEDURES

Subject

: Guest Complaints and Disputes 客人抱怨和争执 : FO-EFM-017 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives目标  To resolve guest complaints and disputes in an efficient and professional

manner.

用一种有效、专业的方式解决客人投诉和争执。  To ensure highest level of guest satisfaction and hotel interest.

最大限度的确保客人的满意度及酒店利益。  To report to the management so as to review the complaints to rectify any

problem and prevent loss of future business opportunities. 向管理层报告投诉的处理情况防止酒店商业机会的流失。 Policy Statement阐述

It is the policy of the hotel that all guest complaints and disputes are solved DMicably in the highest level of guest satisfactions and hotel interest.

此项旨在最大限度保证客人满意度和酒店利益的目的，而对客人投诉进行友善处理。 Procedures: 程序

1. Greet and acknowledge the guest appropriately.

合理的问候和答谢客人。

2. Invite the guest to the Guest Services’ Desk or Offer the guest to the lounge

for a discussion - this is to move the guest away from the Front Desk to avoid making a scene.

邀请客人到客户服务台或为客人提供谈话的休息室-------其目的在于将客人带离前台以避免出现不良场景。

3. Listen to the guest complaints carefully, maintain eye contact, do not make

funny faces or giggle no matter what the complaint, take down any details if necessary.

仔细聆听客人投诉，维持眼神交流，无论投诉内容如何，不得流露滑稽或好笑的表情。如有必要记录下任何细节。

4. Show empathy and make sure the guest feels that you understand his

situation, and apologize for the inconvenience caused.

显示出理解的神态并确定客人感觉到你已理解之，同时对给客人造成的不便表示歉意。

5. If the guest will not quiet down, or demands to see the manager, it is

advisable to seek assistance from a colleague with a higher position. 如果客人情绪没有稳定下来，或者有要求见经理，可取的方法是邀请职位较高的同事处理该事件。

144

STANDARD OPERATING PROCEDURES

: Guest Complaints Effective Date : Apr.2010 and Disputes 客人抱怨和争执

Policy No : FO-EFM-017 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

6. Resolve the matter immediately by offering alternatives that ensure the

interest of both the guest and the hotel.

及时确定对客人和酒店都有利的可供选择的方案供客人选择。

7. If the matter could not be resolved immediately, inform the guest the

necessary action to be taken and will keep him duly informed until he is satisfied with the situation.

如果事件不能被迅速地解决，告知客人必要的、直到会让其满意的方式将会被采纳。 8. Thank the customer for bringing up the matter to assist the hotel to rectify it

shortcomings .

感谢客人对酒店的支持——指出酒店不足，帮助其改正。 9. Check back with the customer to ensure satisfaction

回访顾客以确保顾客满意。

10. Make record in the Log-book let every staff know the incident while show

our care to the guest.

在记事本上作好记录，让每一个员工知道该事件，同时显示对客人的关心。 11. Take the notes as detail as possible if it needs follow up.

如果需要深究，尽可能把记录作得详细。

12. Log down the incident in the Log-book for Management review.

在记事本上记录事件以便管理者察看。

Ensure that all details are recorded in the guest’s profile for future reference. 确定所有关于客人的细节，以便将来参考之用。

Remarks备注 : Do not不要：  Talk the guest down 带有歧视性语言  Be defensive带有防御性的  BlDMe another employee or department 责怪其他顾客或部门  BlDMe the guest责怪顾客  Do not argue back不要反复争论  Show ridiculous流露出荒唐的表情  Stop the guest during the conversation 谈话中打断客人  Make any promise without action or follow up 空有承诺而不兑现或深入的进展

Subject

145

STANDARD OPERATING PROCEDURES

: Complimentary Order Effective Date : Apr.2010 免单

Policy No : FO-EFM-019 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目的

To ensure accurate recording and accounting for welcome and complimentary Amenities.

确保正确的欢迎及免费礼品的纪录。

To provide and create the friendly services 提供并创造友好自然的服务。

Policy Statement

It is the hotel’s policy to offer Welcome Amenities and Complimentary Amenities for guests according to the set guidelines by management. 这是一项根据管理指导方针为客人提供欢迎及免费礼品的。

Procedures 程序

1. All complimentary orders for guests such as fruits, cakes, chocolates, liquor

and flowers etc must be authorized by the department heads or Guest Relations Officer(EFM).

所有免费品如水果、蛋糕、巧克力、饮品和鲜花等，必须经过部门经理或宾客服务办公室的批准。

2. All food and beverage items are to be ordered through Room Service.

Flowers and room Amenities are to be ordered through Housekeeping. 所有的食物及饮料通过客房送餐安排。鲜花等物品通过客房部安排。

3. The EFM will print the arrival list for the next day at 1200 hours and makes a

summary of the requested Amenities and submits a copy after having obtained the signature from her Superior to Room Service and Housekeeping for ordering and planning purposes.

宾客服务员需打印出第二天将到客人的名单并做出所需提供的物品概要，且在通过主管签署过后打印出并交于客房部以便作出相应得安排。 Subject

146

STANDARD OPERATING PROCEDURES

Subject

: Request for Doctor / Hospitalization 应医生要求/住院治疗 : FO-EFM-020 : 1 of 4

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives目标  To ensure that the guest receives professional and immediate treatment in

case of illness

确保客人接受专业的治疗以防止疾病。

Policy Statement阐述  It is the policy of the hotel to establish written procedures for guests who

request a doctor or require hospitalization.

该项是酒店为要求得到医生照顾或需要住院治疗的客人建立一套笔头的程序。

Procedures – In House Clinic程序——酒店内门诊

1. If the guest requests to see a doctor, during opening hours of the clinic, page the MOD and the Nurse from the In-House Clinic

如果客人在内部门诊的开放时间内要求看医生，为其在内部门诊安排和MOD护理。 2. Inform the MOD which guest requests to see a doctor and that you have paged the nurse

告知MOD 哪一位客人要求看医生及你已经为其安排护理。

3. The GSO will pick up the nurse and escort her to the guest room 客服主任将挑选护士并陪同其到客人房间。

4. The fee for the consult and medicines can be charged to the guest room. 咨询和医疗费用将记入房费。

5. If the guest requests to see a doctor, when the clinic is closed, the GSO will confirm with the guest if the doctor needs to come to the hotel or if the guest wants to go to the hospital.

如果客人在门诊已经关门时看医生，客服主任将要确定客人是否需要医生到酒店或客人愿意是否愿意到医院

6. In case the guest requests for a doctor to come to the hotel, the hospital who is in charge of the in house clinic has to be contacted

如果客人要求医生到酒店，酒店应该立即通知负责家庭门诊的医院。

7. When the doctor arrives at the hotel, the GSO will escort the doctor to the guestroom.

医生到达酒店后，宾客关系主任应该陪同医生到房间。

147

STANDARD OPERATING PROCEDURES

Subject

: Request for Doctor Effective Date : Apr.2010 / Hospitalization 应医生要求/住院治疗

Policy No : FO-EFM-020 Issued by : FOM Page : 2 of 4 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

8. f the guest needs to be hospitalized, the MOD will be responsibility to ensure that the guest is transported to hospital by either taxi, limousine or ambulance.

如果客人需要就医，值班经理应该负责确保客人由的士、轿车、或救护车运送。 9. If staffing permits and the guest would like, assign a staff member fluent in both English and Chinese to accompany the guest.

如果客人和员工双方皆同意，则安排拥有流利英语和汉语能力的员工陪同客人。

a. Explain to the guest the hospital’s policy regarding payment of

accounts

向客人解释酒店相关收取费用的。

Obtain a medical authorization form from Front Desk ,PBX, Security or MOD manual. Have the guest sign the form prior to departing the hotel for the Hospital (sDMple attached).

从前台、保安部或值班经理指南取得医疗许可表。在离开酒店去医院之前，要求客人签字(附样本)。

b. A copy of this form should accompany the guest to the hospital. 复印的这份表格应该随客人同行。

c. After the guest was received treatment, the doctor should notify

the MOD of the total charges and whether the guest paid for them or if they are being billed to our hotel. If they are being billed to the hotel, a miscellaneous charge needs to be completed and posted to the guestroom account (sDMple attached). When posting in Fidelio for explanation, type: Medical Treatment.

客人接受治疗以后，医生应该向总办主任通知其总费用，并且说明是客人还是酒店支付费用。如果由酒店支付费用，各种费用应该被详细地记入客房费用（附样本）。同时，将其记入计算机系统，类型为：医疗。 d. Should the guest decide not to go to the hospital or change

and want to go to another hospital, it is the DM’s responsibility to advise the doctor immediately regarding this change.

如果客人决定不去医院或者改去其他医院，值班经理有责任建议医生立刻执行此变化。

148

STANDARD OPERATING PROCEDURES

Subject

: Request for Doctor Effective Date : Apr.2010 / Hospitalization 应医生要求/住院治疗

Policy No : FO-EFM-020 Issued by : FOM Page : 3 of 4 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Remember the following:

牢记以下条款：

1. It is the DM’s responsibility to coordinate all dealings between

the doctor and the hotel guest.

值班经理有责任协调医生和客人之间的相关问题。

2. It is the DM’s responsibility to ensure the medical authorization

form to be filled out by the guest going to the hospital. 值班经理有责任确保，客人在就医前已经填写了医疗许可表格。

3. It is the DM’s responsibility to advise the doctor in the event that

the guest changes his/her mind and advice guest of the charges that will be incurred.

值班经理有责任建议医生，如果客人改变其主意可能产生的费用。

Keep the following in mind: 牢记以下事项：

When a guest has requested a doctor, the doctor may have to stop what he is doing or has to get up, get dressed and go to hospital or come to our hotel.

The doctor that Service our hotel many times give up their own personal time to treat our guest.

Therefore it is important that the guest is sure he wants the doctor and that once the doctor is called or goes to a location to deliver treatment that the guest is there also.

当客人要求就医时，相关医生应该停止手头正在做的一切事情，着装前往医院或酒店。为酒店多次服务的医生应该放弃个人私事为酒店客人采取治疗。因此确定客人需要就医、医生将被招致、及客人已经准备就医是非常重要的。

Procedures 程序

1. Hotel guests’ admission without deposit can only occur if the hotel makes

arrangement to collect all bills incurred by the guest by whatever means. The hospitals will not accept checks or credit cards, only cash from non residents.

如果酒店集中客人所有账单，酒店的客人就允许没有押金的行为。医院不接受支票和信用卡，只接受现金。

149

STANDARD OPERATING PROCEDURES

Subject

: Request for Doctor Effective Date : Apr.2010 / Hospitalization 应医生要求/住院治疗

Policy No : FO-EFM-020 Issued by : FOM Page : 4 of 4 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

2. Procedure will be that bills incurred will be sent immediately to the Front Desk

for charging to the room account only when the guest does not, or neglects paying at the hospital.

程序是：只有当客人不愿意或者忽视在医院负费时，发生的费用的帐单将立即被送至前台以记入客人房费

3. Appropriate forms must be available at all hours for admission and kept with

the Front Office Manager, Security Manager and MOD Book, so the doctor on call can easily obtain when required.

相应的表格必须现在任何时候能得到前台经理、保安部经理、值班经理的许可，以确保医生在需要时能及时被传唤。

4. Chaperone is necessary only when the duty nurse is off duty in the evenings.

When required, the doctor should contact Front Office Manager, Security Manager or DM.

只有当护士晚间不能尽其职责时，陪护才是有必要的，医生应该联系前台经理。保安部经理、和值班经理。

5. To avoid delays or misunderstanding, the Manager handling the case should

make sure that the guest is sent to the designated hospital as advised by the Doctor.

为了避免延迟治疗和误解，经理应该确保客人被送到由医生指定的医院。

6. Make the record in detail on the Log-book so as to care the guest by related

department staff.

在记事本上记录有关事件以便相关部门员工对客人进行照顾。

7. When the guest come back from the hospital, the EFM on duty should make

a courtesy call and ask the further requires to the guest. Take the notes on the Log-book and report the details to DM.

当客人从医院返回，当班宾客关系主任应该礼貌的给客人电话询问客人的进一步要求，在记事本上作好记录一边向值班经理报告。

150

STANDARD OPERATING PROCEDURES

Subject : Fights 争斗 Effective Date : Apr.2010 Policy No : FO-EFM-021 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标  To handle incident pertaining to fights in a safe manner so as to avoid any

form of inconvenience or harm to other guest, teDM member and hotel property.

为了用合理的确方式解决与争斗相关的时间，而避免任何将给客人、团队客人、及酒店利益带来损害的事件。  To resolve the fight as soon as possible in a diplomatic manner. 尽可能合理的确方式处理争斗事件  To minimize any dDMage or losses that is caused due to the fight.

将任何将由于争斗造成的确危害和损失降低到最小值。

Policy Statement 阐述

It is the policy of the hotel that any incident pertaining to fights are handled in a safe manner with minimum losses.

此项是：用合理的方式以最小的确损失处理争斗事件。

Procedures 程序

1. The Lobby Assistant Manager and the Security Manager have to proceed to

the scene immediately to attend to the case. 大堂值班经理和保安部经理应立即介入事件。

2. If the fight was due to alcoholic influence, instruct the bar tender and outlet

teDM member to discontinue further liquor service.

如果争斗事件是不是因为酒的原因，示意酒吧服务员和其团队成员不再供其酒水。 3. The Security teDM has to make attempt to stop the fight in a tactful but firm

manner.

保安部员工须用圆滑而有原则的方式试图阻止争斗。

4. Inform the party involved to leave the outlet as their actions has disrupted

the business of the outlet and other patrons. 要求相关人员离开现场，因为其已经影响到他人

5. The security team is summoned to escort them out of the hotel’s premises.

酒店有这一前提：保安部员工应被召集起来护送其出酒店。

STANDARD OPERATING PROCEDURES

Subject Policy No Page

: Fights争斗 : FO-EFM-021 : 2 of 2

Effective Date Issued by Approved by

: Apr.2010 : FOM

:General Manager

151

Distribution : Executive Committee Department Head A&B : All Associates

6. Do not involve the Police unless the situation is out of control and causing

damage to the hotel’s property, other patrons or team members and with the approval of the Security Manager. 除非事件已经失控并导致酒店财产的损失，在其他顾客成员和保安部经理同意的情况下，方可通知警方。

7. The incident has to be handled discreetly, the reason not calling the Police is

to protect the image of the hotel

时间应该被谨慎地处理。不通知警方的原因是内部造成酒店的损失。

8. Any inquiries or question from the public is directed to the PR Manager.

任何公众要求和疑问都直接交由公共关系经理处理。

9. An Incident Report is made by Security Department and forward to the

Management for investigation and action.

关于事件的报告须由保安部迅速制定并上交，以备查证。

152

STANDARD OPERATING PROCEDURES

: Lost and Found失物招领 Effective Date : Apr.2010 Subject

Policy No : FO-EFM-023 Issued by : FOM Page : 1 of 1 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标  To ensure that the guest knows his loss is taken seriously and that everything

is done to recover the lost item.

确保客人知道其丢失物件被认真处理，酒店会采取任何所有措施找寻其丢失物件。  To ensure that the guests can get what they lost as soon as possible.

确保客人能会在最有可能的情况下得到其失物。+ Policy Statement阐述  It is the policy of the hotel to assist the guest in every way in locating his lost

items此项是关于酒店将协助客人采取所有方式找寻其丢失物件。 Procedures程序

1. Check with the guest the location where he lost his item. 与客人一起检查丢失物件的地点。

2. Contact the Housekeeping Department and ask if the item was found. 询问客房部是否发现客人的丢失物件。

3. If Housekeeping has the item the Lost & Found should be picked up by a Bellboy and brought to the EFM together with a Lost & Found Claim Record Slip.

如果客房部发现物件，其应该由服务员保留并随同遗失/发现物件声明单交由领班。 4. Assist the guest in filling up the form completely. 协助客人全面填写表格。

如果没有关于客房部的关于遗失/发下身内物件的报告，联系物件遗失地点的部门主管或经理——如果没有任何发现则带客人到他所指出的地点。

6. Get exact details of the item lost as well as the guest’s contact telephone number and address (out-side guests only).

8. If the item can not be located, contact the guest the following day and explain that nothing is found so far, and should we locate their item we will contact them.

如果没有发现相关物件，在接下来几天联系客人并向其解释到目前为止仍一无所获。同时承诺一发现物件就与其联系。

9. Make the record on the Log-book so as to follow up by other colleagues. 在记事本上记录相关信息以便其他同事深入了解。

153

STANDARD OPERATING PROCEDURES

Subject : Safety Box 保险箱 Effective Date : Apr.2010 Policy No : FO-EFM-025 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标  To give guests another option to store their valuable than their room

给客人除去在其房间内的另外一个储存贵重的物品的选择.

Policy Statement阐述  It is the hotel’s policy to offer in-house guests the possibility of using the

safety boxes of the Front Desk

这是酒店关于对住店客人使用前台保险箱的。

Procedures程序

1. Open the door for the guest. 为客人开门。

2. Ask the guest to close the door behind him 在客人身后要求客人关门。

3. Greet the guest and ask the guest for his key card holder to confirm guest name and room number.

向客人致意并要求客人出示房卡盒以确定其名字和房号。

4. Ask the guest fill up the form for temporarily safety box usage from Accounting Department

要求客人填写来自财务部的临时保险箱使用表。

5. Choose a safety box according to size of the item. 根据物件大小选择保险箱尺寸。

6. Open the box with both keys and hand over the box to the guest – do not stare at the items or at the guest but allow the guest privacy.

用所有的钥匙打开保险箱并把钥匙交给客人——不要盯着客人或其物件看以保证其隐私性。

7. Give one key to the guest and put the other one back into the key cabinet 将其中一把钥匙交给客人，其余的放回钥匙柜。

8. Check the filed form, put the safe deposit number on the card and sign your name

检查已经填好的表格，将保险密码填写在卡片上并签名。

9. File the second page of form according safety box number in the file for the safety box forms

根据保险箱表格内的保险箱号码归档表格的第二页。

STANDARD OPERATING PROCEDURES

Subject : Safety Box 保险箱 Effective Date : Apr.2010 Policy No : FO-EFM-025 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

10. Attach the first copy of the form with guest registration card

将表格第一页的复印件和客人的登记卡粘贴在一起。

11. Anytime the guest requests for his safety deposit box, the guest should fill in the an identification record slip.

任何时候客人要求使用其保险箱，都应该填写一份证明记录单。

12. Compare with the filled form and file the slip with the original form

Record all status (open, use, close) on the logbook whenever use the safe deposit box.

无论何时客人使用保险箱，比较客人填写的表格和在记事本上有原始记录的所有状态（开、用、关）的纪录单。

Remarks: 备注:

- If a guest looses their safety box key, the GSM must be informed, and together with Engineering, Security and the guest, the lock must be drilled open. The guest will be charged for the replacement lock.

如果客人遗失了保险箱钥匙，应该通知客服经理随同工程师、保安和客人将锁撬开。客人将为再次安装钥匙付费。

- If a guest checks-out without returning the key, the safety box will be opened after the period stated on the safety deposit box request form

如果客人没有归还钥匙就离店，保险箱将在保险箱使用申请表中规定的时间后被打开。

- All safety box usage by staff should be approved by the concerned Department Head and the Front Office Manager

所有员工使用保险箱都应该经过部门负责人和前厅经理的同意。

155

STANDARD OPERATING PROCEDURES

Subject : Show Room 展示 Effective Date : Apr.2010 Policy No : FO-EFM-026 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objective目标 • To ensure that the room will not be sold to a guest during the time the show

room is needed.

确保在需要展示房时，其不会卖给客人。 Policy Statement 阐述  It is the policy of the hotel that the room requested for show room is blocked

in the system and double-checked afterwards by Housekeeping. 这是酒店关于要求被展示的房间被锁闭并经过客房部的两次检查。

Temporary Show Room Procedures 临时房间展示程序

The Team Member will approach the Front Desk and mention which type of room is needed for show room.

团队的成员接近前台并提及需要展示的房间。

The Front Desk Agent will source a vacant clean room. 前台员工将寻找一间干净的空房。

Assign the room number in the computer system and place the reason as “Show Room”. This will ensure that the room is not sold or allocate to another guest.

在计算机系统的房号上标记并注明原因“展示房”。这样就会确保不会被卖或分配给其他客人。

The key will be put in a key card holder and the room number will be written down

钥匙将被放进钥匙卡套并记下房间号码。

Upon completion of the show room the key card and key will be handed over to the Front Desk Agent

使用完毕的展示房的钥匙将被归还给前台。

156

STANDARD OPERATING PROCEDURES

Subject : Show Room 展示 Effective Date : Apr.2010 Policy No : FO-EFM-026 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

5. The Front Desk Agent will unassign the room number and calls Housekeeping

to double check the room to ensure cleanliness.

前台将重新分配房间号码并通知客房部反复检查房间以确保干净。

6. The Senior Front Desk Agent will check all assigned rooms on a regular basis

to ensure that the inventory is accurate.

前厅领班将检查所有分配的房间的顺序基础以确保目录的准确性。

Permanent Show Room Procedure 永久展示房程序

1. If occupancy allows, the Front Desk Supervisor / Team Leader should assign

Permanent Show-Rooms (of each category), preferably on the same floor. 如果入住率允许的情况下前台主管/团队代表将安排永久展示房（各个类型），最好在同一楼层。

2. Housekeeping should then block these rooms as Out-Of-Service (using the

Show-Room code)

客房部将锁闭这些房间（使用展示房代码）。

3. When associates request the show-room keys, they sign for the keys in the

logbook, and sign the keys back in when they are returned. 当团队申请使用展示房钥匙时，须在记事本上签字，并在归还时签字。

157

STANDARD OPERATING PROCEDURES

Subject Policy No Page

: Valuables 贵重物品保管 : FO-EFM-027 : 1 of 2

Effective Date Issued by Approved by

: Apr.2010 : FOM :General Manager

Department Head A&B

Distribution : Executive Committee

: All Associates Objectives 目标  To take good care of the valuable items of the guest

为客人保管贵重物件  To ensure that valuable items are not lost or damaged

确保贵重物件不会丢失和损坏

Policy Statement 阐述  It is the policy of the hotel to secure all valuables that the hotel holds for

guests on a temporarily basis in the Front Office Safety Box. 这是酒店确保所有临时存放在前厅部保险箱的贵重物件安全的。

Procedures 程序

1. Upon request from the Front Desk, Concierge or other Front Office departments the Guest Services Officer will store the valuable in the Front Office Safety Deposit Boxes.

根据前台的要求，门房工作人员和前厅其他部门的员工将为客人在前台保险箱保存贵重物件。

2. Items to be secured include air tickets, watch, camerals etc. that are temporarily hold for in-house or out-side guests. Also signed credit card vouchers from Front Desk for deposit and as required by Accounting Department.

保管的物件包括机票、手表、照相机等，这些都临时为住店或非住店客人保存。应财务部的要求还要在前台的信用卡凭证上为此签字。

3. Put the items in either one of the safety deposit boxes assigned for Guest Services and fill in the Log Book.

将物件放进为客人能安排的保险箱并在记事本上记录。

158

STANDARD OPERATING PROCEDURES

Subject Policy No Page

: Apr.2010 : FOM :General Manager

Distribution : Executive Committee Department Head A&B : All Associates

4. Sign out the item in the required log book upon retrieving the item and ask the department to sign for receiving the item.

重新接收物件时，在规定的记事本上记录物件发出的时间并要求记录接收物件。

Remarks: 备注:  Make sure the Front Desk Agent put the Credit Card voucher in an

envelope with guest name, room number, staying period, type of credit card and ID / passport number. Check the contents on the envelope and close with a staple

确定前台员工将信用卡凭证连同客人名字、客人名字住宿时间、信用卡类型、身份证护照号码放进信封。检查其内容并密封之。  Make sure the room number and / or check out dates on the envelopes

are changed according instructions from Front Office. 确保房号和/或在信封上的离店日期根据前台的指示被改变  Make sure the envelopes are retrieved on the day of departure and

handed over to the Senior Front Desk Agent in order not to slow down the check out process

确保信封在离店当天被取得并被交给前台员工以便不影响办理离店手续。

Logbook 记事本

Safety Box log book 保险箱记录本

。

: Valuables贵重物品保管 : FO-EFM-027 : 2 of 2

Effective Date Issued by Approved by

159

STANDARD OPERATING PROCEDURES

Subject : Guest Birthday 客人生日 Effective Date : Apr.2010 Policy No : FO-EFM-029 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标  To wish guest a happy birthday

祝愿客人生日快乐  To provide guests with good hospitality 为客人提供人性化的服务  To make the guest feel at home

使客人感受宾至如归的感觉

Policy Statement 阐述  It is the policy of the hotel to recognize and present a birthday gift to all in

houseguests celebrating their birthday while staying in the hotel.

该项是酒店在客人住店期间认可和赠送所有住店客人生日礼物以庆贺其生日。

Procedures – Night Manager 程序——夜班经理

1. Print and check the guest birthday report 打印并检查客人生日报告

2. Prepare the complimentary orders 准备免费的次序

Procedures – EFM 程序——驻店经理

1. Check the complimentary orders and wait till you receive the signed

Birthday Cards from the Front Office Manager.

检查免费次序并等到你收到来自前台经理签名的生日卡片。

2. Pass all to the Room Service who will prepare the set up in the room.

将其分发到准备整理房间的客房部员工手中。

Procedures – Birthday upon Check In 程序——入住时的生日

160

STANDARD OPERATING PROCEDURES

Subject : Guest Birthday 客人生日 Effective Date : Apr.2010 Policy No : FO-EFM-029 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

1. If guest’s birthday is the same as the arrival day, the Front Desk Agent should recognize the date of birth and wish the guest a “Happy Birthday” on behalf of the Plaza Royale International Hotel, in a discreet manner, and not in front of the guest’s colleagues, or traveling companion(s).

如果客人的生日和到达日期一致，前台应该认可客人的生日并用谨慎的态度祝愿客人在豪廷酒店（酒店名）生日快乐，但不可当着客人或旅行社同事的面。

2. After the check in the Front Desk Agent notifies the EFM 在前厅部办理入住手续后，前厅部应通知行政楼层经理。

3. The EFM arranges that a card and the complimentary voucher will be sent to Room Service

宾客关系主任安排卡片和优惠券送至以提供送餐服务。

Procedures – Birthday upon Check Out 程序——在离店时的生日

1. In case the guest birthday is on the same day as the departure day, the Night Manager will prepare a gift and card signed by the FOM.

如果客人生日与其离店时间相同，夜班经理将准备由前厅部经理签发的礼物和卡片。

2. The card and gift will be passed to the Front Desk who will surprise the guest upon check out.

卡片和礼物将被分发到前台以给欲离店的客人惊喜。

161

STANDARD OPERATING PROCEDURES

Subject

: Guest Join-In Authorization 会员加盟授权 : FO-EFM-030 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective目标

Ensure hospitality service to the hotel guest. 确保为酒店客人提供盛情服务。

Ensure fDMily members join in with in house guest. 确保家庭成员和住店客人一同加入。

Policy Statement阐述

It is police of strongly to identify guest and in house guest authorization 这是关于严格鉴定客人会员资格和会员授权的。

Procedures程序 A. Any join-in guest is required to present his personal identification for the

registration purpose.

任何加入的客人必须出示其个人证件以便登记。

B. If the in-house guest is not present when the join-in guest checks in, an

authorization form is required to be filled in by the in-house guest prior to the join-in registration. Details of the join-in guest will be specified on the form.

在为会员客人办理入住手续而会员客人本人不在场，会员客人应该在会员登记前填写授权表。细节应该在表格内被详细注明。

C. Rate difference will be mentioned to the in-house guest if there is a

variation between the single and double occupancy on the room rates. That means room rate including breakfast. 如果存在单人住房和双人住房的情况，应该告知客人价格差。此意味着房间含早。

162

STANDARD OPERATING PROCEDURES

Subject

: Guest Comments 客人意见 : FO-EFM-031 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective目标

Ensure the saturation of hotel guest satisfaction to stay with us. 确保客人对酒店的充分满意。

Ensure the guest can improve our hotel service from their comments. 确保客人意见能促进酒店服务质量的提高。

Policy Statement阐述

It is Hotel police that we should humble and look squarely any guest comments. 这是酒店员工应该谦虚、客观地看待任何客人意见。

Procedures程序

A. CONVERSATION WITH GUESTS

与客人的谈话

1. Staff should always handle direct comments from guests with a patient

and sincere attitude.

员工应该以耐心诚挚的态度处理来自客人的意见。

2. All guests’ comments will be reflected on a courtesy call logbook to be

submitted to General Manager daily.

所有客人的意见应该记录在记事本上并每天呈递给总经理批阅。 3. A copy of the comment will be distributed to the concerned

department head for reference and improvement. 意见的复印件应该分发到相关部门以作参考和改进。

4. In case of complaints, full details of the complaint will be written down

in the Guest Service Manager logbook for General Manager’s review. 如果遇到投诉，那么投诉的详细内容应该被记录在客服经理的记事本上并交由总经理批阅。

5. Corrective action should follow up by the department head

concerned.

相关部门应该进行相应的整改。

B. GUEST QUESTIONNAIRE/GUEST SATISFACTION SURVEY (GSS) IN GUEST ROOM

在客人房间的顾客问卷/满意度调查

163

STANDARD OPERATING PROCEDURES

: Guest Comments Effective Date : Apr.2010 客人意见

Policy No : FO-EFM-031 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

1. All guest questionnaires received will be answered immediately and

channeled to the General Manager for review in Department Heads Meeting.

所有被接受的问卷将是能立即被回答和引导的并由总经理在部门负责人会议上讨论。

2. Any complaint mentioned on the guest questionnaire will investigate by

the concerned department head. If extra training for the staff is

necessary, department head concerned will lilies with Training Manager to provide the training as soon as possible.

任何问卷上提及的投诉将由相关部门负责人深入调查。如果有必要附加培训，相关部门负责人将于培训经理联系尽可能给与培训。

3. All complaints from guests will be recorded in the guest history system

maintained by Guest Service Department to avoid the occurrence of the same complaint during the future visits of the guests.

所有客人投诉将被记录在客服部的客史档案中以避免将来客人光临时出现同样问题。

4. A compliment letter should prepare by General Manager to hotel

associate who received compliment from guest questionnaire. 总经理准备致意信以表彰酒店向客人收取问卷的员工。

C. LETTERS RECEIVED FROM GUEST

客人信件

1. All letters from guests will be opened by General Manager and

reviewed in the Department Heads Meeting.

所有客人来信将由总经理在部门负责人会议上打开并检查

2. Any complaint mentioned in the letter will investigate by the concerned

department head.

任何提及的投诉将由相关负责人调查。

3. A compliment letter will prepare by General Manager to hotel

associate who received compliment from guest letter. 总经理将会从客人处取得信件中提到的员工颁发表彰信。

4. All letters received will be replied by General Manager’s Office.

所有接受到的客人信件将被保存在总经理办公室。 Subject

STANDARD OPERATING PROCEDURES

Subject

: Booking at other Plaza Royale Hotel 豪廷酒店网络内预订 : FO-EFM-032 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective目标

Ensure hospitality service and increase for Plaza Royale group 确保服务质量和豪廷客户的不断壮大。

Ensure to maintain the Plaza Royale service standard 确保豪廷的服务质量的延续。

Policy Statement阐述

Details should inform the hotel which you booking to. 需通知预订的酒店相关细节。

Procedures程序

Associates in following sections in front office department are pleased to offer this service for both in-house or outside guests: 下列前厅部员工乐意为所有会员和非会员客人服务。

- Reservation 预订部 - Reception 接待部 - Guest services客服部

All the above sections are providing 24 hours services. There are methods to provide this service:

上述部门将提供24小时服务，提供服务的方法有：

- Call Regional Office in Shanghai 86 –21 – 68868840

拨打上海本地电话86 –21 – 68868840 - Call toll free number at 108008520469

拨打免费电话108008520469

- Send e-mail to *************************

发送邮件至*************************

- Through web site at www.Plaza Royalechina.com

察看网站www.Plaza Royalechina.com

165

STANDARD OPERATING PROCEDURES

Subject : Hotel Events 酒店活动 Effective Date : Apr.2010 Policy No : FO-EFM-033 Issued by : FOM Page : 1 of 1 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objective目标

Ensure smoothly cooperation with hotel department. 确保酒店各部门合作愉快

Ensure hospitality service for guests. 确保对客人的盛情服务。

Policy Statement阐述

Correctly to share information to the guest who attend the events. 适当地让想知晓酒店信息的客人分享酒店信息。

Procedures程序

A. The purpose is to keep hotel guests and the public informed of any events,

which take place in the hotel during the day. 目的是留住客人和日常发生在酒店的事件。

B. All hotel events will be supported by an event order with sequence number,

which is prepared by Food & Beverage Department and approved by the relevant personnel.

所有酒店事项都将根据其序列号进行。制定编号的工作由餐饮部准备并经相关专人同意。

C. Morning shift Guest Service Manager will take note of all events and act

accordingly to give directions to guests attending the functions. 早班客服经理将记录相关事宜，并根据给予客人指引以使客人参与。

D. Any additional events/adjustments should be made accordingly and to

verify with Concierge/Banquet Department, and then checked by Lobby Assistant Manager on duty.、

任何附加事件/调整应该由礼宾/宴会部完成和检查，之后由当班大堂值班经理检查。

166

STANDARD OPERATING PROCEDURES

Subject

: Use of Emergency Key 备用钥匙使用 : FO-EFM-034 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective 目标

Ensure solved guest request under security. 在安全前提下为客人解决难题。 Policy Statement 阐述

The entire section, which has to attend, should prove smoothly and safely. 所有参与的部门应该平稳地、安全地 Procedures 程序

A. The safe Emergency Key should be kept in a safe deposit box jointly

opened by Guest Service Manager and Security Manager. 紧急钥匙应该保存在保险箱内，由客服经理和保安经理共同开启。

B. Only authorized personnel from Guest Service Department and Security

Department are allowed to have access to the safety box containing the Emergency Key.

只有被授权的客服部和保安部转人才能以紧急钥匙开启保险柜

C. A pair of authorized signatures (one from Guest Service Department and

the other from Security Department) is required upon withdrawal and return of the Emergency Key from/to the deposit box.

领取和归还保险柜的紧急钥匙必须持有来自客服部和保安部的授权签字。

The cashier responsible for opening the mentioned safety box will act as a witness and to ensure both authorized signatures from the concerned departments appear on the safety box record card.

相关保险柜的出纳必须充当目击人并确保来自授权相关部门的签字能出现在记录本上。

The authorized signatories are as follows: 授权签字的内容为： -All Guest Service Managers 所有客服经理 -Security Manager 保安经理 -Security Supervisor 保安主管

167

STANDARD OPERATING PROCEDURES

: Use of Emergency Key Effective Date : Apr.2010 备用钥匙使用

Policy No : FO-EFM-034 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

D. A control book should be designed to record the use of the key. Both Lobby

Assistant Manager and the authorized Security personnel are required to sign on the control book upon withdrawal and return of the Emergency Key. 应该为钥匙使用设计一种记录本。所有大堂值班经理和保安部专人在领取和归还紧急钥匙时必须签字。

E. Since the time of withdrawal and return of the Emergency Key is

importance, it should be accurately and clearly stated on both the safety box record card and control book. 由于领取和归还紧急钥匙的时间很重要，因而其必须被准确清晰地被记录在保险箱记录和控制本上。

F. Only in the presence of a Lobby Assistant Manager and authorized Security

personnel, can a safe lock be released.

只有在大堂值班经理和保安专人同时在场时，才可以开启保险柜。

G. In case a guest has forgotten his secret code to the safe, upon opening the

safe for the guest, Lobby Assistant Manager must verify the contents of the safe with the guest in the presence of Security personnel to confirm nothing is missing from the safe.]

万一客人忘记密码，再为客人开箱时，大堂值班经理必须和客人一起在保安专人在

场时证实保险箱内物件以保证无任何物件丢失。

H. The master code for the Emergency Key will only be made known to Lobby

Assistant Manager. For better control,

紧急钥匙的主密码将仅限大堂值班经理知道以便更好控制。

THE MASTER CODE SHOULD BE CHANGED ONCE EVERY THREE MONTHS. 主密码必须每3个月更换一次。 Subject

168

STANDARD OPERATING PROCEDURES

Subject

: Internal Trace Report 内部跟进报告 : FO-EFM-038 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives目标

To ensure that guest requests and outstanding issues are followed up efficiently. 确保客人的问题和突出问题有效的得到跟踪处理。 Ensure customers satisfaction. 确保客人满意。

Policy Statement阐述

It is the policy of the hotel that the Front Desk follows an Internal Trace Report, which lists outstanding issues, up daily.

该是酒店的内部事务报告列出突出事件，由前厅部每天跟踪处理。

Procedures程序

1. Print a list of the Internal Trace Report daily.

打印每天的内部事务报告。

2. Go through each request and instruction to resolve the outstanding issues.

仔细检查每个请求和说明，解决突出的问题。

3. Any item that is not possible to be attended on the same day has to be

forwarded to the next day.

任何不能在一天内完成的事件，第二天必须继续。

4. Any item that is not possible to be attended to on the same shift is carry

forward to the next shift.

任何不能在一个班次内完成的事件必须在第二个班次继续。

5. Write down to indicate clearly the outcome of the follow up on the Internal

Flag Report.

写下即清晰的指出内部事件报告的结果。

6. At the same time, enter the outcome of the follow up into the respective

Internal Flag in the computer system. 同时进入各自的内部事务处理系统。

7. This report is reviewed by the Night Manager to ensure completion and

correct actions, before guest depart.

该报告由夜班经理检查确保其在客人离店前正确的被解决。

8. File the report for future reference. 将报告归档以便将来参考。

169

STANDARD OPERATING PROCEDURES

Subject Policy No Page

Distribution

: Emergency

Announcement 紧急通知 : FO-EFM-040 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Issued by : FOM

Approved by :GeneralManager Department Head A&B

Emergency Announcements a) Attention Please!

The Hotel employee will conduct routine emergency & fire drills for a few minutes. It will not affect you and your guest. Please remain calm. Thank you for your understanding and co-operation. 各位宾客请注意!

酒店将进行数分钟例行紧急事故及消防演习，此演习将不会影响您正在进行的工作及休息，请不要惊慌。谢谢您的理解及合作。 b) Attention Please!

The routine emergency & fire drills has been successfully completed. Thank you for your co-operation. 各位宾客请注意!

例行紧急事故及消防演习已经完毕，谢谢您的合作。 c) Attention Please!

Due to fire alarm, all guests are required to evacuate from the hotel. Please take your passport and travel documents with you. Proceed to the nearest fire exit and take the staircase down to the hotel safety exit. Please stay calm and do not use the lifts in all circumstances. Thank you. 各位宾客请注意!

由于紧急火警，请携带您的旅行证件，立刻离开房间前往就近的消防出口，使用消防梯向下前往酒店安全出口集合。请千万不要使用电梯并随时保持冷静。您将会安全抵达出口。谢谢！ d) Attention Please!

All guests are required to evacuate from the rooms. Please take your passport and travel documents with you and take the staircase to the 23rdfloor,the refuge floor. Please stay calm and do not use the lifts in all circumstances. Thank you.

各位宾客请注意!

由于紧急火警，请携带您的旅行证件，立刻离开房间前往就近的消防出口，使用消防梯前往第二十三层安全楼层,请千万不要使用电梯并随时保持冷静,您将会安全抵达安全楼层。谢谢！

170

STANDARD OPERATING PROCEDURES

Subject

: Call Accounting System 电话计费系统 : FO-TEL-002 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective目标

To set up the Automatic Call Accounting System at the PABX according to the call rates established by the Government.

根据确定的记费标准在自动交换机上建立自动记费系统。

Any charges that are not possible to be handled by the PABX Automatic Call Accounting system has to be posted into the Computer PMS system by the operator manually.

任何不能由自动交换机系统自动收费的费用都将由接线员手工输入到计算机中。 To maximize revenue and minimize losses. 最大限度的扩大收入和减小损失。

Policy Statement阐述

It is the hotel’s policy that all call charges are properly charged to maximize revenue and minimize losses.

这是酒店关于对所有费用最大限度扩大收入和减小损失的。

Procedures程序

1. Charges that are to be posted manually to the computer system are:

要手工输入计算机系统的费用有：

a) Handling Charges of Operator Assisted Calls.

请求援助电话记费。

b) Guest Call made on the non guest room extension

非客房范围内的客人电话。

2. A Telephone Voucher with serialized number has to be raised for charges,

complete the voucher with the following information:

提交有序列号码的电话凭证以便收费，完整的凭证须有下列信息：

a) Guest name and Room Number

客人名字和房号

b) Telephone number

电话号码

c) Type of Charges

费用类型

d) Duration of Call

电话持续时间

171

STANDARD OPERATING PROCEDURES

: Call Accounting Effective Date : Apr.2010 System电话计费系统

Policy No : FO-TEL-002 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

e) Total Charges

总费用

f) Telephone Operator Name and signature

电话接线员名字和签字

3. Obtain guest signature on the voucher for posting to the guest room

account.(if possible)

在凭证上取得客人签名以记入客人房费内（如果可能）。

4. If the charge is not allowed to bill to room, or for the city guest, cash

payment must be obtained with the assistance of the Front Desk. 如果费用不能记入房费，或本地客人的费用，前台必须收取现金。

5. Retain a copy of the Telephone voucher and record on the Telephone

Voucher List for reference at the month end audit.

保留电话凭证的复印件并在电话凭证表上做记录以便月底审计参考。

6. The PABX system has an online interface system to Autopost all telephone

charges to the guestroom account.

自动交换机拥有一个在线视窗界面以自动传送电话费用到客人的帐户。

7. System has features to program the telephone charges to be posted to

guest account or permanent folio as and when there is special arrangement.

系统拥有在有特殊安排时，规划电话费用到客人帐户或永久账单的功能。

8. The Call Accounting System maintains the record of all phone charges, it

can be referred to check the charges and duration of calls.

电话记费系统保留和记录所有电话费用，包含电话的费用和持续时间。

9. A print out of the Daily Call Charges report is continuously being generated

at the PABX room, the report is reviewed by the Night Audit daily for accounting purposes.

坚持在交换机房打印每日的电话费用报告，夜核员为清算帐目而检查之。

Vouchers 凭证 Telephone voucher 电话凭证 Subject

172

STANDARD OPERATING PROCEDURES

Subject

: Call Barring and Unbarring 电话禁呼和解禁 : FO-TEL-003 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives 目标

To bar and unbar the phone line of the guest either by guest or management instruction.

根据客人或管理层的指示关闭或解禁客人的电话线。

The management can bar the phone lines in the guestroom if they deem

necessary to stop giving credit to the guest account. Therefore the guest has to pay cash first for the use of the phone.

如果认为有必要停止对客人的信任，管理层可以关闭客房内的电话线。因此客人将为其电话的饿使用先付现金。

Policy Statement 阐述

It is the policy of the hotel to provide efficient and effective telecommunication service to the guest.

这是酒店关于为客人提供高效的通讯服务的。

Procedures 程序

1. Enter the Call Barring System when instruction is received from either the guest or the management.

当接到来自客人或管理层的指示时，进入关闭电话的系统。

2. Obtain the following information into the Call Barring Log Book: 在电话关闭日志中取得如下信息：

a) Guest Name and Room Number 客人信息和房间号码 b) Type of Calls to be barred. (e.g. All calls, IDD calls, Trunk Calls, etc) 被关闭电话的种类。（如所有的呼叫、国际长途直播电话、内部电话等） c) Duration 持续时间 d) Reason 原因

173

STANDARD OPERATING PROCEDURES

: Call Barring Effective Date : Apr.2010 and Unbarring 电话禁呼和解禁

Policy No : FO-TEL-003 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

3. The Chief Telephone Operator reviews the Call Barring Log Book to verify and follow up if there is any necessary action to be taken during each shift.

如果在电话主管的每个班次内有必要采取行动，其检查电话关闭日志以检查和跟踪相关事项。

4. In the event that instruction is given by the management, due to credit management, ensure that the guest is properly informed.

如果指示有管理层给出且涉及信用问题，必须确保客人已经知晓此事。

5. When the guest requests to unbar the line, the telephone operator informs the guest diplomatically to pay cash for any calls made. Subject

当客人要求对其电话解禁时，接线员将礼貌地告知客人任何电话都必须先付现金。

Logbook 日志

Call Barring Log book 电话关闭日志: Guest Room Type of call 房间 name barred 客人名字被关闭电话的类型

From – To 关闭时间 Reason 原因 174

STANDARD OPERATING PROCEDURES

Subject

: Do Not Disturb

Feature 请勿打扰事宜 : FO-TEL-004 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives目标

To provide guests with the option not to be disturbed by any phone call while he is in the guestroom.

为客人提供当其房间不被任何电话打扰的服务。

To provide confidentiality and privacy for the guest. 为客人提供机密和隐私的空间。

Policy Statement阐述

It is the policy of the hotel to provide efficient Telecommunication service for the guest.

这是酒店关于为客人提供高效的通讯服务的。

Procedures程序

1. When receiving the instructions from the guest to place his call as “Do Not Disturb”, the Telephone Operator has to clarify with guest to take down the following instructions:

接到客人的“请勿打扰”的指示时，接线员将向客人落实如下信息： a) Guest Name and Room Number

客人名字和房号 b) Duration

持续时间

c) Any Specific Instruction

任何其他指示

2. The Operator repeats the information to check accuracy with the guest 接线员对客人重复相关信息的准确性。

3. Then proceed to enter the above information to the computer system. 然后在计算机系统中执行上述信息。

4. The Phone line of the guestroom is progrDMmed to be forwarded to the telephone operator at the switchboard by using the “Do Not Disturb” feature. 接线员在接线总机上使用“请勿打扰”的标记对客人房间的电话线标记。

175

STANDARD OPERATING PROCEDURES

Subject

: Do Not Disturb Effective Date : Apr.2010 Feature请勿打扰事宜

Policy No : FO-TEL-004 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

5. The Telephone Operator is able to attend to the caller adhering to the guest instruction.

接线员应该留心关照有关客人的电话。

6. The Telephone operator has to delete the “Do Not Disturb” program for the guest once the duration of the requested instruction is expired, the phone system will resume normal operation.

一旦客人的要求期限届满，接线员将为客人删除“请勿打扰”的程序，电话系统将恢复正常操作。

Forms 表格

D-N-D Form D-N-D表格 Guest name Room From – To Special 客人名字房间持续时间 instruction 特殊要求

176

STANDARD OPERATING PROCEDURES

Subject

: Guest Locator Feature 为客人接电话至指定地点 : FO-TEL-005 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives 目标

To provide guests with the option to forward his calls to his where abouts if arranged in advance with the telephone operator.

为客人提供如果事先和接线员约定，则将其来电转至其所在处的服务。

To provide confidentiality and privacy for the guest adhering to guest instruction.

根据客人的指示为客人保障机密性和隐私性。

Policy Statement 阐述

It is the policy of the hotel to provide efficient telecommunication service for the guest.

这是酒店为客人提供高效的通讯服务的。

Procedures 程序

1. When receiving the instruction from the guest to place his call to his whereabouts, the Telephone Operator has to take down following instructions and double check with the guest:

接到客人将其电话转至起所在处的指示时，接线员将执行以下操作并与客人反复核对 a) Guest Name and Room Number 客人名字和房号 b) Duration 持续时间 c) Location and Telephone number 所在地的电话号码 d) Any Specific Instruction 其他任何指示

2. The Operator repeats the information to check its accuracy with the guest. 接线员和客人重复核对信息的准确性。

3. Then proceed to enter the above information to the computer system. 然后在计算机系统中执行上述操作

177

STANDARD OPERATING PROCEDURES

: Guest Locator Feature Effective Date : Apr.2010 为客人接电话至指定地点

Policy No : FO-TEL-005 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

4. The phone line of guestroom is programmed to forward all calls to the Operator at the switchboard by using the Guest Location feature during the desired period of time.

在客人要求的时间范围内接线员通过运用客人位置特征在接线总机上对客人房间电话线执行相关程序。

5. As a result, the Telephone Operator is able to attend to the caller and adhere to the guest instruction.

最后，接线员根据客人的指示关照客人的来电。 Subject

6. The Telephone operator has to delete the “Guest Location” progrDM for the guest once the duration of the instruction is expired, the phone system will automatically resume the normal operation.

一旦期望的持续时间届满，接线员为客人将删除“客人位置”程序。电话系统将自动恢复到正常操作模式。

7. The guest locator should also be made in Fidelio (F/O system) and cancelled accordingly.

客人所在位置同时还应该在前台Fidelio系统中被输入和删除。 Forms 表格

Guest Locator Form 客人位置表 Guest Room From – To Location and Instruction 持续时间 Name Number 客人名字房间位置和电话号码指示

178

STANDARD OPERATING PROCEDURES

Subject

: Incoming Calls 接收来电 : FO-TEL-006 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives目标

To provide friendly and efficient telephone service for all incoming calls at all times.

在任何时候为所有来电提供友好和高效的服务

Policy Statement阐述

It is the policy of the hotel to provide friendly and efficient telephone service for all incoming calls to the hotel.

这是酒店关于为所有酒店来电提供友好高效的服务。

Procedures程序

1. The telephone switchboard has to be manned 24 hours.

电话总机24小时有人值班。

2. The telephone operator answers all calls within 3 rings.

接线员在电话铃响3次内接听电话。

3. The telephone operator answers the call promptly with a crystal clear voice

in a well intonation manner.

电话接线员以清脆、清晰嗓音、合适的语调迅速回答电话。 4. Standard Phrase to answer the incoming calls:

回电话的标准语言

a) ‘Good Morning/Good Afternoon/Good Evening, ( hotel Name ),

How may I help you?’

早上好/下午好/晚上好，（酒店名），能为您服务吗？

5. Transfer the call to the requested extension immediately.

迅速为客人转电话。

a) ‘Certainly Sir / MadDM, Please hold on.’

当然，先生/女士/请稍等

6. Attend to the next call as soon as possible.

尽可能关照下一个电话。

7. If the caller has any inquiry, inform the caller that his call will be transferred to

the relevant department - This is to ensure that the telephone switchboard is not jDMmed up and allows the operator to attend to the next call.

如果来电者有任何要求，通知来电者其电话将被转接到相关部门——这是为确保电话总机不会拥挤并让接线员关照下一个电话。

179

STANDARD OPERATING PROCEDURES

: Incoming Calls Effective Date : Apr.2010 接收来电

Policy No : FO-TEL-006 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

8. Rules and regulations at the Telephone Communication Room has to be set

to minimize the traffic at the switchboard:

在电话机房的为最大限度减小总机拥挤的规则和章程。

a) No unauthorized personnel is allowed to enter the Telephone

Switchboard Room to make phone calls from the switchboard. 禁止非相关人员进入电话机房自总机打电话。

b) No Food is allowed in the Telephone Switchboard Room.

禁止在机房内食用食物。

c) All hotel employees are not allowed to call the switchboard for

service.

所有酒店员工不得为服务事项给总机大电话

d) The Telephone Room has to be well maintained and quiet at all

time.

任何时候保持电话机房的秩序良好以及环境安静。

9. Telephone extension numbers for hotel offices must be made available at

the switchboard console to facilitate the transfer of the calls efficiently.

酒店办公室分机号码应该在总机控制面板上容易操作以便接线员能高效地转接电话。 Subject

180

STANDARD OPERATING PROCEDURES

Subject

: Operator Assisted Calls 接线员辅助呼叫 : FO-TEL-007 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective目标

To provide friendly and efficient Operator Assisted Call Service for the in house guests.

The call charges are accurately charged to the guest following the Finance Procedure.

为住店客人提供热情的、高效的电话辅助服务。电话费用根据下列财务程序准确地被收取。

Policy Statement程序

It is the hotel’s policy:该酒店是：

1. To notify the guest that it is cheaper to make a direct IDD Call instead of

going through the operator.

告知客人直接拨打国际长途电话比接线员转接便宜。 2. The hotel will charge a flat service fee to the guest.

酒店将收取合理的服务费。 Procedure程序

1. Operator has to check with the computer system to confirm the guest is

接线员将检查计算机系统以确认客人是登记住店客人以给其折扣。

2. Inform the guest that a handling charge is charged regardless whether the

call can go through or not.

通知客人无论电话是否接通正在操作的费用将被收取。

3. Record down the following information on the Telephone Voucher:

在电话凭证上记录相关信息

a) Guest Name & Room Number客人名字和房号 b) Telephone Number电话号码

c) Country Name/Code国家名字和代码 d) City Name/ Code城市名字和代码 e) Recipient’s Name接收人的名字

f) Verify with the guest if this is an IDD Call, person to person call or

collect call. 向客人落实其是否是个国际直播电话，叫人电话和对方付费电话。

4. Action the guest’s request, adhering to the specific instructions.

根据特殊的指示，执行客人的指示。

181

STANDARD OPERATING PROCEDURES

: Operator Assisted Calls Effective Date : Apr.2010 接线员辅助呼叫

Policy No : FO-TEL-007 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

5. Guest may hold the line or the operator will call the guest back.

客人可以先不挂断电话或要客人回电。

6. Book the call with the Telecom Exchange Operator

用交换机接线员约定电话。

7. When the Telecom Exchange Operator answers, state clearly:

接线员回电话时应清晰地陈述：

a) Type of call required 需要电话的类型

b) Telephone Number and guest name required to call

需要呼叫的电话号码和客人名字。 c) Destination of the call 电话的目的地。

d) Caller’s name and room number 来电者的名字和房号。 e) Hotel phone number 酒店电话号码。 f) Operator’s name 接线员名字。

8 After giving the information, hang up and wait for the Telephone Exchange

Operator to call back.

在给出信息后挂断片刻以等待接线员回电。

9 When the Telephone Exchange Operator calls back and the line is

connected, put the call through to the guestroom promptly. 接线员回电并连接电话线时，迅速将电话接至客人房间。

10 Complete the process by filling up the complete handling charges on the

Telephone Voucher

完整地执行填写电话费用凭证的程序。 11 Post the charges to the guest account. 将费用记入客人帐户。 Forms表格

Telephone Voucher电话凭证 Subject

182

STANDARD OPERATING PROCEDURES

Subject

: PABX Adcom Fax System

专用交换机传真系统 : FO-TEL-008 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objective 目标

This system provides the guest with the convenience of receiving and faxing his personal faxes in the guestroom with a protected security feature. 此系统是在客人房间保障其安全的前提下为客人提供接收和发出私人传真。 Policy Statement阐述

It is the hotel’s policy to provide efficient and effective telecommunication service for the guest.

这是酒店关于为客人提供高效的通讯服务的。 Procedures程序

1. A fax machine is installed to the Executive Suites or upon request of the guest. 为行政套房和应客人要求为客人安装传真机。

2. The Telephone Operator progrDMs the Adcom Fax (Direct line) to the guest in room fax line.接线员为客人在其房间内安排传真机专线。

3. A specially designed text will be printed out from the fax machine automatically, to inform the guest:

一个设计独特的文本将从传真机内被自动打印出来，以通知客人：

a) His personalized direct fax number.

其私人的直线传真号码

b) The functions and features of the Adcom Fax and its application.

传真机的功能和特征以及其运用

c) The guest is able to fax and receive his personalized faxes in

absolute confidentiality.

客人可以绝对机密地发出和接收其私人传真。

4. To fax out, just simply dial the desired phone number to connect the fax service.为发出传真，仅简单的拨打电话号码以运用传真服务。

5. To retrieve faxes, the guest has to give in his password, this feature provides the guest with security to all his incoming faxes. 为重新接到传真，客人给出其密码，这些特性为客人的所有接到的传真提供安全保障。 6. Call Charges are billed automatically by the Call Accounting System to his account in the computer system.所有费用自动由电话记费系统记入计算机系统。 7. After the guest checked out the operator disconnects the Adcom Fax (Direct Line) service until the next guest checks in.

客人断开连接后接线员断开专线传真机知道客人的下一次连接。

183

STANDARD OPERATING PROCEDURES

: PABX Adcom Effective Date : Apr.2010 Mail System 专用交换机邮件系统

Policy No : FO-TEL-009 Issued by : FOM Page : 1 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

The Adcom Mail system comprises Message system interface with the PMS Computer system and the Voice Mail system.

Adcom邮件系统由信息系统构成，由个人信息计算机系统和语音信箱系统。 Objectives 目标

To provide efficient and effective message system for the guest. 为客人提供高效的信息系统服务。

With Voice Mail feature, the workload of the telephone switchboard is minimized to ensure a more efficient telecommunication service.

有了语音信箱系统，总机的饿工作量将被减小到最低以确保高效的通讯服务。

Policy Statement阐述  It is the policy of the hotel to provide effective and efficient

telecommunication service to the guests. 这是酒店为客人提供高效的通讯服务的。

Procedures程序

1. Guest telephone is featured with a message light for text messages and voice mail.

客人电话拥有一个信息和语音指示灯， 2. Text Message文本信息:

a) The PABX system that interfaces with the PMS computer system provides a feature to type in the message into the Computer system.

与个人信息计算机系统的共有界面的自动交换机提供一个将信息输入计算机的功能。 b) The message light on the phone set will light up when a text message is being entered.

当输入一个文本信息时在电话上的信息指示灯将亮起来。 c) At the same time, a text message is printed and delivered to guestroom by the Bellman.

同时，将打印一个文本信息并由行李员送到客人房间。 d) The guest has to press for the ‘Message Center” button to retrieve his message while the message light is on.

当信息指示灯亮时客人将按“信息中心”钮接受信息。 Subject

184

STANDARD OPERATING PROCEDURES

: PABX Adcom Effective Date : Apr.2010 Mail System 专用交换机邮件系统

Policy No : FO-TEL-009 Issued by : FOM Page : 2 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

e) The automatic message program will guide the guest to contact the AYS Desk for his message.

自动信息程序将指引客人为其信息联系AYS台。

f) If the guest has read his message by delivery to his room, he will have to acknowledge the receipt with the Front Desk.

如果客人已经阅读送到其房间的信息，他将接受前台的。 g) Finally, the text message is deleted once confirmed receipt by guest, and the message light is automatically switched off.

最后一旦由客人认可，信息将被删除，信息指示灯将自动关闭。

3. Voice Message语音信息

a) The PABX provides the guest a comprehensive Voice Mail Message system.

自动交换机提供给客人一个全面的语音信息系统。

b) Once the phone call is connected to the guestroom phone, a Voice Mail message System will be automatically activated if the call is not picked up within a number of rings set by the hotel management.

一旦电话被连接到客人房间的电话上，如果电话在铃响数声后没人接，

语音信息系统将自动激活。 c) The activated Voice Mail Message system provides guidance to the caller to leave a voice message.

激活的语音信息系统为来电者提供指引。

d) The message light on the phone lights automatically up to notify the guest that there is a message.

信息指引灯自动通知客人偶信息传入。 Subject

185

STANDARD OPERATING PROCEDURES

: PABX Adcom Effective Date : Apr.2010 Mail System 专用交换机邮件系统

Policy No : FO-TEL-009 Issued by : FOM Page : 3 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

e) When the “Message Center” button on the phone is pressed, the Automatic Voice Mail System provides guidance to the guest to listen to the awaiting voice message. 信息中心按钮被按动时，自动语音信息系统为客人提供指引以收听正在等待中的语音信息。

f) The guest could program his personalized Voice Mail Message and password for security purpose.

客人可以规划其个人语音信箱系统和出于安全考虑的更换。

g) When the Voice Mail Messages are all deleted, the message light will also switch off.

所有语音信箱的信息被删除后，信息指示灯也被关闭。 h) An additional feature provided is that the guest is able to listen to his Voice Message when the guest is out of the hotel or not in his room. The operator connects the guest calling from phone outside onto the Switchboard to listen to his personal Voice Mail Message.

提供的附加功能还有当客人外出时或不在其房间内时可以收听其语音信息。接线员将外来电话连接到总机上以便客人收听其语音信息。

i) The Voice Message is stored into the PABX system after deletion by the guest. The message will be completely deleted when the guest has checked out or after aduration of time determined by the management. Therefore, the message could be retrieve again if required.

当客人删除信息后，信息被储存在自动交换机上。所有信息将在管理层规定的客人离店后相当一段时间后被删除。因此，如果需要信息可以重现。 Subject

186

STANDARD OPERATING PROCEDURES

Subject

: Public Address Paging System 公共提示标志 : FO-TEL-010 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : FOM Page Approved by :General Manager Distribution Department Head A&B Objectives 目的

It is a requirement by law to have the public address paging system for emergency operation in line with the Security wellbeing of the guests and employees.

为了紧急操作程序符合客人和员工的安全需求而拥有的公众提示标志系统是法律的要求。

The Paging system has to be checked regularly to ensure it is in excellent condition for operation.

为确保紧急操作处于良好状态，公众提示标志系统将被严格检查。

The announcement must be performed professionally and clearly to facilitate the efficiency of evacuation.

公告必须被专业和清晰的演示以便提高撤离的效率。 Policy Statement 阐述

It is the hotel policy to provide Public Address Paging System to the entire hotel. 这是关于向全酒店提供公众提示标志系统。 Procedures 程序

1. A Public Address Paging System is installed at the identified Emergency Command Centre.

公众提示标志系统将被安装在易识别的紧急控制中心。

2. The paging system is configured to have paging system Floor By Floor and Zone By Zone.

标志系统将逐层逐区域的被配置。

3 Public Address System is activated at the following situations:

公众标志系统将在以下情况下被有效。

a) To conduct evacuation during emergencies such as Fire, Bomb Threat or Flood.

在如火灾、威胁和洪水等紧急情况下执行撤离。

b) To make announcement to the public under special circumstances. 在特殊的环境下向公众公告。

187

STANDARD OPERATING PROCEDURES

: Public Address Effective Date : Apr.2010 Paging System 公共提示标志

Policy No : FO-TEL-010 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

4. By the approval and instruction of the management or the chief of the

Emergency Fighting Committee, the Guest Services Manager first records down on the Emergency Paging Log Book:

根据管理层或火灾委员会的意见和指示，客服经理在记日志本上做记录。

a) The Floor and Zone Area for Paging 放置的楼层和区域 b) Date and Time 日期和时间 c) Purpose 目的

5 Refer to the Standard Announcement Manual established and select the

text that fits the purpose of announcement. 根据公告手册的标准建立和选择适合公告的文本。

6 The announcement has to be made in a calm, professional and efficient

manner. It is important that the public is informed appropriate so that evacuation could be done in a speedy and calm manner.

公告的形式应该是平静、专业、和高效的。公众适当的被通知到以便撤离能够以快速平静的方式的进行。

7 Repeat the announcement until the entire process is over.

重复公告直到所有过程结束。

8 The announcement could be prerecorded in advance on a tape, to

facilitate the operation, the operator switch on the tape for the P.A announcement.

为加快操作，公告可以事先录制在磁带上，操作者打开公众提示标志系统录音开关。

Logbooks日志本

Emergency Paging Log Book 紧急公告日志本 Date Time Floor Zone Purpose 日期时间楼层区域目的 Subject

188

STANDARD OPERATING PROCEDURES

: Wake Up Call 叫醒服务 Effective Date : Apr.2010 Subject

Policy No : FO-TEL-011 Issued by : FOM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标

To provide on time and warm wake up call service to all in house guest. 为所有的住店客人提供准时的叫醒服务。 Policy Statement阐述

It is the policy of the hotel to provide on time and warm wake up call service to all in house guests.

这是酒店为所有住店客人提供准时的叫醒服务的。

Procedures - Taking Wake Up Call Request程序——要求叫醒服务

1. When a guest request a wake up call, record down the following onto the

Wake Up Call Record Report:

客人要求叫醒服务时，记录如下要求：

a) Guest Name客人名字 b) Room Number房间号码

c) Wake Up Call Time叫醒的时间

2. Repeat the information to assure accuracy: 重复信息以确定其准确性

Mr. XXXX, your room number is xxxx and your wake up call is set at xx:xx hours. Good night!

（）先生，您的房间号码是（）您的叫醒服务的时间是（）。晚安。

3. Guest name should be checked with the computer system to ensure that

the correct room number has been recorded.

客人名字应该在计算机系统中被检查以确保正确的房间号码记录。 4. If there is any discrepancy, call the guest immediately to clarify.

如果有任何差异，联系客人以立即得到澄清。

5. If the guest request wake up call for a number of days, record the

information to the daily Wake Up Call Record Report respectively and write the information in the logbook

如果客人数日的叫醒服务，每天分别记录相关信息并在日志本上记录。 Procedures - Wake Up Call程序——叫醒电话

1. The Telephone Operator has to review the Wake up Call Record Report and

group Rooming list, to progam the wake up call requests into the PABX Automatic Wake up Call System.

电话接线员检查叫醒记录报告和团队房间表，以在自动交换机上制定自动叫醒程序。 2. The Telephone Operator on night shift checks all programmed requests by

referring to the Wakeup Call Record Report and group Rooming List. 夜班接线员根据相关的叫记录报告和团队房间表，检查所有指定的程序

STANDARD OPERATING PROCEDURES

: Wake Up Call叫醒服务 Effective Date : Apr.2010 Subject

Policy No : FO-TEL-011 Issued by : FOM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

3. At the PABX system, the activity report of Wake Up Call service is printed

continuously, the telephone operator constantly reviews the report to check that the wake up call service is answered.

在自动交换机上，叫醒服务的报告不断的被打印出来，电话接线员不断检查报告以便落实叫醒服务被回答。

Procedures - Unanswered Wake Up Call程序——未被回答的叫醒电话

1. The PABX system will generate a call to the telephone operator through the

Automatic Wake Up Call Service System if there is any unanswered wake up call, the telephone operator has to take immediate action to follow up. 如果有任何没有被回答上的叫醒服务自动交换机通过自动交换服务系统将产生一个电话给接线员，接线员将立刻采取行动。

2. Inform the Guest Relations Officer who will assign a Bellman to go to the

room to provide a personal wake up call. 通知行政楼层经理安排行李员到房间以为客人提供私人叫醒服务。

3. The Bellman reports back to the EFM if there is no response. The EFM will

check the room physically with a Security officer to ensure that guest is awake.如果没有回应行李员将向行政楼层经理报告宾客关系主任将和安一起例行检查房间以确保客人醒来。

4. Record the outcome onto the Wake Up Call Report for reference.

在叫醒报告上做记录以备参考。

5. The Wake Up Call Report is filed for reference for a 3 months period.

归档近3个月的叫醒报告。 Records记录

Wake Up Call Record叫醒报告记录 Guest name Room number Wake up call time 客人名字房间号码叫醒时间 Missed Wake Up Call Record 叫醒服务的失误 Room Number 房号 Wake Up Call Time 叫醒时间 Name of EFM 宾客关系主任 190

STANDARD OPERATING PROCEDURES

Subject

: Personal Calls Effective Date : Apr.2010 私人电话

Policy No : FO-TEL-012 Issued by : FOM Page : 1 of 1 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives目标:

To provide guidelines for the hotel employees on incoming calls while on duty . 为酒店员工在当班时提供来电呼叫。

Policy Statement:阐述

1. It is the policy of the Hotel that there should be no personal incoming and outgoing calls while on duty.

酒店规定员工当班时不得私人接听和拨打电话。

2. Any unapproved Local, DDD and IDD calls made will be charged to associates personal account at the rate of : 2 x standard rate. 任何未经批准的电话都将向相关人员收取两倍于标准价格的费用。

3. Disciplinary action will be taken against the associates who violates the approved policy and procedures.

对违反已经批准的和程序相关人员将给予规定的处罚。

Procedures程序:

1. Any personal incoming calls will be directed to the Human Resources Department for further handling.

任何]私人接电话的情况将交由人力资源部进一步处理。

2. On emergency cases, the Human Resources Department will take down the message and hand over to the employee concerned.

遇到紧急情况，人力资源部将记录有关信息并交由相关人员处理。

3. No personal hand phone or pagers are allowed while on duty. The hand phone and pagers will be confiscated if the employee is found carrying them while on duty.

当班期间不得使用上手机和呼机。如果发现员工当班期间使用手机或呼机，将没收之。 4. The respective department manager has to check to ensure that the employee abides strictly to the policy and procedures. 相关部门将检查以确保严格遵守和程序。

5. Disciplinary action will be taken against the associate who violates the approved policy and procedures. 对违反和程序的员工将给予惩罚。

191

Standard Phrases of Handling internal calls

内部电话

1 Good morning/afternoon/evening,（Ms/Mr. XXX） operator XXX

speaking! How may I assist you! 早上好／下午好／晚上好，这是总机。 2 Certainly! MadDM/Sir!

是的！女士／先生！

Standard Phases of Handling Wake-up calls

叫醒电话标准用语

1 May I have your Room Number, please!

请问您的房号！

2 May I have your wake-up call time, please!

请问您的叫醒时间！

３ May I confirm your Room Number & Wake-up call time, please! 我想确认一下您的房号和叫醒时间。

４ Your Room Number is XXX? Your wake-up call time is XXX? 您的房号是ＸＸＸ。您的叫醒时间是ＸＸＸ。５ Would you like a reminder call, please! 请问您是否在5分钟后再加一个提醒电话？

６ Thank you! MadDM/Sir! Good night/Enjoy your day! 谢谢您！女士／先生！晚安／祝您愉快！

Wake-up call

叫醒电话

Good morning! MadDM/Sir! This is your wake-up call, ( hotel name ) wish you a pleasant day! Thank you! 早上好！女士／先生！这是您的叫醒电话，(酒店名称) 祝您渡过愉快的一天！谢谢！

192

STANDARD OPERATING PROCEDURES

Subject

: Baggage Service - 行李服务 : AYS-001 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : RDM Page Approved by :General Manager Distribution Department Head A&B Objectives目标

The AYS System is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

The AYS concept is to promote the coordinated use of the hotels resources to increase operational efficiency.

AYS系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。

AYS概念是促进酒店资源的合理运用以便增加操作效率。 Policy Statement阐述

The AYS System has to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

AYS系统通过为客人提供可信的高效的服务、信息和解决问题的方法等而获得客人的忠诚度。

Procedures程序

CONCIERGE 礼宾部服务 Note : The Concierge should give a feedback to AYS Center afterwards. 礼宾随后给予将给AYS系统反馈 1). Baggage Delivery 客人行李运送

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : Can you assist me to send my baggage to my room? 客人：可不可以帮我把行李送到房间？

AYS Agent : Certainly, Mr. Brown. Your room number is 1212 and please have

your baggage Tag.

AYS ：当然可以，Mr. Brown，您的房间号码是1212。请把您的行李牌给我好吗？ Guest : Sure. The bellboy can come to get the baggage tag. 客人：好的。行李员可以上来取。

AYS Agent : Certainly, Mr. Brown. We will send to you immediately. AYS ：当然可以，Mr. Brown。我们会立即为您安排。

193

STANDARD OPERATING PROCEDURES

Subject

: Baggage Service - Effective Date : Apr.2010 行李服务

Policy No : AYS-001 Issued by : RDM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates 2) Fax or newspaper delivery 客人传真及送报服务

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : I want to pick up my fax in Business Center. Can you help me? 客人：我有一份传真在商务中心，能帮我取一下吗？

AYS Agent : Certainly, Mr. Brown, we will send to you immediately. AYS ：当然可以，Mr. Brown。我们会立即为您送去。 Guest : Thank you. 客人：谢谢。

AYS Agent : It’s my pleasure, at your service. AYS ：非常乐意为您服务。 3)Transportation 运输服务

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : I want to book a car at 7:00pm tomorrow. 客人：我想预订一个明晚7点的车。

AYS Agent : Could you please tell me what kind of car and how many seats you

need？

AYS ：您能告诉我您要的车型及确定的人数吗？ Guest : Oh, yes. I need a middle bus with around 18 seats. 客人：是的，我需要一个18座的中巴车。

AYS Agent : Certainly, Mr. Brown. I will check for you immediately and give you

a feedback as soon as possible.

AYS ：当然可以，Mr. Brown.我会立即为您安排并尽快给您回复。 Guest : Thank you. 客人：谢谢！

AYS Agent : It’s my pleasure, at your service. AYS ：非常乐意为您服务。

194

STANDARD OPERATING PROCEDURES

Subject

: Engineering Service Effective Date : Apr.2010 工程服务

Policy No : AYS-003 Issued by : RDM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标

The AYS System is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

AYS系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。

The AYS concept is to promote the coordinated use of the hotels resources to increase operational efficiency.

AYS概念是促进酒店资源的合理运用以便增加操作效率。 Policy Statement阐述

The AYS System has to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

AYS系统通过为客人提供可信的高效的服务、信息和解决问题的方法等而获得客人的忠诚度。

Procedures程序

ENGINEERING SERVICE工程部服务 1) Bathtub/Basin Overflow, Bathtub/Basin Stuck, Shower Machine out of order, Night stool Stuck浴盆/面盆溢水、浴盆/面盆堵塞、淋浴故障、恭桶堵塞

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : The bathtub is overflowing. Please get it solved soon. 客人：我的浴缸溢水了！请马上帮我解决。

AYS Agent : Certainly, Ms. Lily. We will get you relocated at once until it has

been repaired. (At this moment, the AYS Agent should immediately inform the Guest Service Manager to CONTACT the guests, and meanwhile contact with Duty Engineer to get the bathtub repaired as soon as possible.)

AYS : 当然可以，Ms.Lily。请不要担心，我们会立即为您安排新的房间，直到

问题解决。（AYS服务员应立即通知宾客服务经理，为客人安排新的房间。同时，通知工程部尽快维修。）

Guest : I will wait. Thank you. 客人：我等着。谢谢！

AYS Agent : It’s my pleasure, at your service. AYS ：非常乐意为您效劳。

195

STANDARD OPERATING PROCEDURES

Subject

: Engineering Service Effective Date : Apr.2010 工程服务

Policy No : AYS-003 Issued by : RDM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

2) Light Bulb (Writing Desk Light, Bed Side Light, Bathroom Light etc.) 灯泡（写字桌上的灯泡、床头灯、洗手间的灯泡等）

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为

您服务，能为您做什么？

Guest : The light bulb was broken. Please change one for me. 客人：我房间的灯泡坏了，请替我换一个。

AYS Agent : Would you please tell me it’s the writing desk light, bed side light,

bathroom light or other one?

AYS ：对不起，Mr. Brown，请问是书桌、床头或是浴室的灯泡呢？ Guest : Yes. It’s the bathroom light. 客人：是浴室的灯泡。

AYS Agent : Certainly. We will fix for you as soon as possible. AYS ：当然可以，Mr. Brown.我们立即为您更换。

3) TV Channel Poor Receiving, TV out of order, Mini Bar Fridge, Hair dryer, heater etc.

电视频道接收差、电视坏了、小冰箱、吹风机、电壶等

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : My TV Channel got very poor reception, please check for me. 客人：我房间里的电视机收视效果不好，请帮我检查一下。

AYS Agent : Certainly, Mrs. Brown. We will fix for you as soon as possible. AYS ：当然可以，Mr. Brown。我们立即为您检查。 Guest : Thank you. 客人：非常感谢！

AYS Agent : It’s my pleasure, at your service. AYS ：非常乐意为您效劳。

196

STANDARD OPERATING PROCEDURES

Subject

: Handling Guest Effective Date : Apr.2010 Complaints 处理客人投诉

Policy No : AYS-004 Issued by : RDM Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标

The AYS System is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

AYS系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。

The AYS concept is to promote the coordinated use of the hotels resources to increase operational efficiency.

AYS概念是促进酒店资源的合理运用以便增加操作效率。 Policy Statement阐述

The AYS System has to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution. Procedures程序

HANDLING GUEST COMPLAINTS 处理客人投诉注意事项： Note :

1) First of all, apologize to guests honestly. 首先立即向客人致以诚恳的道歉；

2) Listen to the guest very carefully, and note down the important points

quickly. Meanwhile, from time to time responding the guest to show you are conscientiously listening. 仔细聆听客人的投诉并记下重要环节，随时向客人做出反应；

3) Show your great sympathy, to let the guest feel you are the same feeling

with her/him. 和客人感同身受；

4) Try to comfort the guests and seek for the solution immediately if it’s a most

common problem or the slightest dissatisfaction. 尽量安抚客人，并立即寻找解决方法（仅针对最常见的投诉）；

5) On the other hand, the AYS Agent should pass the complaints in details to

Lobby Assistant Manager or Guest Service Officer at once, who will then provide prompt follow up with the guest. The Lobby Assistant Manager or Guest Service Officer should call back to AYS Center after solving the complaints, and then the AYS Agent can cancel the record accordingly 如果投诉严重，AYS服务员应立即将投诉细节转告宾客服务经理或EFM，以便他们为客人提供最快速的解决方法。

197

STANDARD OPERATING PROCEDURES

Subject

: Handling Guest Effective Date : Apr.2010 Complaints 处理客人投诉

Policy No : AYS-004 Issued by : RDM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : This morning around 9:00DM my friend faxed me some very

important materials, but when I checked with your Business Center, the girl told me no fax for me. I waited and waited. Until tonight I went to Business Center again and found my fax was already on the desk but nobody informed me !

客人 : 今天早晨9点，我的朋友给我发来一份很重要的传真，但当我到商务中

心去查询的时候，她们告诉我没有我的传真。我等了很久，直到今天晚上，我再到商务中心，发现我的传真已经在她们桌上，却没任何人通知我！

AYS Agent : I’m sorry to hear that, Mr. Brown. I will follow up this case

immediately.

AYS ：非常抱歉，Mr. Brown。我们会立即为您处理这件事情。

So the AYS Agent contacts with the Guest Service Manager or Guest Service Officer at once, and They will double-check and take corresponding action as soon as possible. After solving the problem, the Guest Service Manager or Guest Service Officer will apologized again to Mr. Brown, and also give a feedback to AYS Center afterward.

同时，AYS服务员需立即和宾客服务经理或EFM联系，他们将立即和商务中心联系并处理。宾客服务经理或EFM将再次向Mr. Brown道歉，并将处理情况向AYS反馈。

198

STANDARD OPERATING PROCEDURES

Subject

: Handling Incoming Calls 处理来电 : FO-AYS-005 : 1 of 2

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : RDM Page Approved by :General Manager Distribution Department Head A&B Objectives 目标

The AYS System is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

The AYS concept is to promote the coordinated use of the hotels resources to increase operational efficiency.

AYS系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。

AYS概念是促进酒店资源的合理运用以便增加操作效率。

Policy Statement 阐述

The AYS Center is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

AYS系统通过为客人提供可信的高效的服务、信息和解决问题的方法等而获得客人的忠诚度。

Procedures 程序

1. The telephone switchboard should be manned 24 hours.

总机应该24小时有人值班。

2. The AYS agent answers all calls within 3 rings.

铃响3次内接听电话。

3. Use Standard Dialogue to answer the incoming calls.

采用普通话接听电话.

4. Listen to the guest’s request carefully and note it down, then

reconfirm the orders, guest’s room number & name.

仔细听取客人需求并做好记录,重复确认客人的要求、姓名与房号。

5. Record the order onto the log book/form immediately after the call.

听完电话后立即将要求记录在记录本上。

6. Inform the Runner to deliver all housekeeping requests, such as

replenishing guest supplies immediately.

通知收送员分发客房用品需求，如及时补充客用品。

199

STANDARD OPERATING PROCEDURES

Effective Date : Apr.2010 : Handling Incoming

Calls 处理来电

Policy No : FO-AYS-005 Issued by : RDM Page : 2 of 2 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

7. Follow up with the corresponding Department or Outlet (Engineering,

Room Service, Business Center, Concierge, Front Desk) at once for other related services.

跟进部门与部门（工程部、送餐服务、商务中心、礼宾部、前台）之间的联系。 8. Call back to guests to ensure the complete (Housekeeping, Engineering)

service.

打电话给客人，向其确认服务（客房服务、工程问题）是否完成。

9. City/Hotel Information: If the caller just want to know some information of

the hotel & city, the AYS agent should check the information in computer as soon as possible (AYS Center should also set a hand copy in case that computer breaks down). The updated information should be put in the computer once there is any change, and always keep the same with Concierge.

城市/酒店信息：如果有电话询问酒店与城市信息，AYS服务员需尽快从电脑中查询并告之来电者。（AYS中心需备份一份纸张复印件以防止电脑故障）。一旦有任何变化，最新的信息需及时输入电脑，并与礼宾部的信息保持一致。

10. No unauthorized personnel is allowed to enter the Telephone

Switchboard Room to make phone calls from the switchboard. 未经同意的员工不能进入总机房通过交换机拨打电话。 11. No food is allowed in the AYS Center.

不能在AYS中心用餐。

12. The AYS Center has to be well maintained and quiet at all times.

AYS中心始终需保持安静。

13. All hotel employees are not allowed to call the switchboard for service,

as this will jDM up the PBX system. The PBX system should be available in order to facilitate the guest services at all times.

所有酒店员工不允许通过总机转接，这样会造成总机系统堵塞。总机系统需一直为客人保持畅通。 Subject

200

STANDARD OPERATING PROCEDURES

Subject

: Housekeeping Service 客房服务 : AYS-006 : 1 of 1

: Executive Committee : All Associates

Effective Date

: Apr.2010

Policy No Issued by : RDM Page Approved by :General Manager Distribution Department Head A&B Objectives目标

1. The AYS Center is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

AYS系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。

2. The AYS concept is to promote the coordinated use of the hotels resources to increase operational efficiency.

AYS概念是促进酒店资源的合理运用以便增加操作效率。

Policy Statement 阐述

The AYS Center has to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

AYS系统通过为客人提供可信的高效的服务、信息和解决问题的方法等而获得客人的忠诚度。

Procedures程序

HOUSEKEEPING SERVICE客房服务 Room Cleaning, Cleaning Carpet, Toilet ShDMpoo 房间清理、地毯清理、卫生间清理、清洁地毯等

AYS Agent : Good Morning (Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : Can you clean the carpet for me at 5:00pm? 客人：今天下午5：00请到房间帮我清洁地毯。

AYS Agent : Certainly, Mr. Brown. We will arrange for you at your request. AYS ：当然可以，Mr. Brown。我们会根据您的要求替您安排。 Guest : That’s good. Thank you. 客人：很好，谢谢！

AYS Agent : It’s my pleasure, at your service. AYS ：非常乐意为您服务。

201

STANDARD OPERATING PROCEDURES

Subject

: Room Service -

Effective Date

: Apr.2010

Incoming Calls

客房送餐来电

Policy No : AYS-007 Issued by : RDM Page : 1 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标

The AYS System is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

AYS系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。

The AYS concept is to promote the coordinated use of the hotels resources to increase operational efficiency.

AYS概念是促进酒店资源的合理运用以便增加操作效率。

Policy Statement阐述

The AYS Center has to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

AYS系统通过为客人提供可信的高效的服务、信息和解决问题的方法等而获得客人的忠诚度。

Procedures程序

1. ROOM SERVICE 送餐部

Note : 1. When a guest orders food, the AYS Agent should try to up sell actively :

AYS Agent can recommend some drinks to match with his/her meal, or suggest hotel’s Specialties or some desserts etc. For exDMple, if the guests order beef/pork/gDMe, AYS Agent can recommend red wine correspondingly, while the guests order seafood or Poultry, AYS Agent can suggest the White wine accordingly.

注意事项：当客人点餐时，AYS服务员必须向客人积极推销：AYS服务员可以向客人建

议, 如何配菜或酒店厨师长特别推荐。比如，如果客人点牛肉、猪肉或山珍等，AYS服务员可以向客人推荐红酒；如果客人点海鲜或家禽等，AYS可以相应推荐白葡萄酒。

2. Try to think more for the guests and always put the interests of guests at the first place.

尽量多为客人着想,总是将客人利益放在第一位.

3. Room Service should call back to AYS once finishing sending. 送餐完毕后，送餐部应致电通知AYS。

202

STANDARD OPERATING PROCEDURES

Subject

: Room Service -

Effective Date

: Apr.2010

Incoming Calls

客房送餐来电

Policy No : AYS-007 Issued by : RDM Page : 2 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates 1) Dining Cutlery/Dinnerware 客人要求餐具

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : Please send a fork and spoon to my room, please. 客人：请给我房间送一副叉和匙。

AYS Agent : Certainly, Mr. Stevens. May I confirm your room number? ＡＹＳ：当然，Mr. Brown。我能和您确认一下您的房号吗？ Guest : Yes! 客人：好的。

AYS Agent : Your room number is 1233, Mr. Brown? ＡＹＳ：您的房间号是１２３３，对吗？ Guest : Yes! 客人：是的。

AYS Agent : Certainly, Mr. Brown. We will send to you as soon as possible.

Would you like some napkin also?

ＡＹＳ：Mr. Brown，我们会尽快送到您的房间。请问您是否还需要一些餐巾呢？ Guest : That would be better.. Thank you. 客人：好哇。谢谢。

AYS Agent : It’s my pleasure, at your service! ＡＹＳ：非常乐意为您服务。

2) Drinks such as Cocktail, Food Order 饮料就像鸡尾酒，点餐

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : Room Service, please. 客人：我想点餐。

AYS Agent : Certainly, Mr. Brown.. What would you like to order? ＡＹＳ：好的，Mr. Brown.. 请问您想点些什么呢？

203

STANDARD OPERATING PROCEDURES

Subject

: Room Service -

Effective Date

: Apr.2010

Incoming Calls

客房送餐来电

Policy No : AYS-007 Issued by : RDM Page : 3 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Guest : California Cobb Salad, please? 客人：一份加利福尼亚沙拉。

AYS Agent : Certainly, Mr. Brown., California Cobb Salad. Ｗe will send to your

room as soon as possible. Excuse me, how about a cola with your salad?.

ＡＹＳ：当然可以，Mr. Brown., 一份加尼副利亚沙拉。我们会尽快送到您的房间。

请问您是否需要一杯可乐佐餐呢？

Guest : Certainly. I like it. Thank you. 客人：好的。谢谢。

AYS Agent : It’s my pleasure, at your service. ＡＹＳ：非常乐意为您服务。

3) Hot Water 送热水服务

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : I need some hot water, please. 客人：我需要一些热水。

AYS Agent : Excuse me, Mr. Brown.. There is speedy kettle available in your

room, if you like.

ＡＹＳ：当然可以，Ｍr. Brown.。如果您喜欢的话，您房间里有热水器提供，您可

以使用。

Guest : I hope you can send some to my room. 客人：我还是希望送一些到我房间。

AYS Agent : Certainly, Mr. Brown.. We will send to you as soon as possible. ＡＹＳ：当然可以，Ｍr. Brown.。我们会尽快送到您的房间。

204

STANDARD OPERATING PROCEDURES

: In Room Dining Order Effective Date : Apr.2010 客房用餐预订

Policy No : AYS-008 Issued by : RDM Page : 1 of 1 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目的

To offer the guest choice of 3 languages to place his order 为客人的要求提供3种语言的选择

To assist the guest in enjoying his In Room Dining experience 使客人享受到房间内用餐的快乐 Generate revenue for the hotel 为酒店创收利益

Policy Statement

It is the policy of the hotel to take complete orders for In Room Dining, without any mistakes and up sell the Food & Beverage products at every possibility. 这是酒店客房用餐服务,此是尽可能为酒店餐饮提供创收,并且无任何差错. Procedures 程序

1. Pick up the phone and greet the guest by name according the established standard.

根据已建立的标准程序回答客人的电话并作出问候.

2. Listen to the request carefully and ask for more details to ensure the correct order.

仔细听客人的要求并询问更多的细节以确认正确的信息.

3. Make sure details regarding the food are addressed, e.g. kind of dressing, cooking method, etc.

弄清楚有关食物的配套程序,如调味品种类、烹饪方法等。 4. Reconfirm the order with the guest. 重新与客人确认他的需求。

5. Try to up sell (e.g. starter, dessert, drink) by matching the right dishes and drinks with the guest initial order or introducing special promotions or Chef’s Recommendations.

尽量促销与用餐配套物品（如开瓶器、餐后甜点、饮料）并推荐酒店主厨独创菜式。 6. Thank the guest for placing the order. 答谢客人的点餐。

7. In Room Dining should call back to AYS Center to confirm that the dishes are delivered.

与AYS中心确认餐点是否送到。 Subject

205

STANDARD OPERATING PROCEDURES

Effective Date : Apr.2010 : Runner Service-

特殊服务

Policy No : AYS-009 Issued by : RDM Page : 1 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Objectives 目标

The AYS System is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

The AYS concept is to promote the coordinated use of the hotels resources to increase operational efficiency.

AYS系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。

AYS概念是促进酒店资源的合理运用以便增加操作效率。 Policy Statement阐述

The AYS Center has to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution.

AYS系统通过为客人提供可信的高效的服务、信息和解决问题的方法等而获得客人的忠诚度。

Procedures程序 RUNNER SERVICE Note : 1. The AYS Agent should be quite fDMiliar with the items of

in-room-guest Amenities & their locations, by which the AYS Agent can answer guest’s request very positively & quickly.

注意事项 AYS服务员应非常熟悉客房内设施以便迅速满足客人的要求。 2. AYS should double-check with the runner around 15 minutes

later.

AYS服务员应在15分钟后联系客房部，以确定是否已为客人提供服务。 Ashtray, Bathrobe, Blanket, Bed Pad, Bed Cover, Coffee Bag, Coffee Mug, CreDMer & Shaver, Duvet, Envelope, Glass, Glue, Hot Water, Hand Towers, Hair Dryer, Iron & Board, Ice, Laundry List, Mineral Water, Pillow, Rubbish Bag, Soap, Shopping Bag, Sugar, Slippers, Show Shine, Safety Box, Toothbrush, Toothpaste, Tea Bag, Tissue Paper, Toilet Paper, Writing Paper, Wine Opener, Water Speedy Kettle

烟灰缸、浴衣、毛毯、床垫、床罩、咖啡袋、咖啡杯、克里默和剃须刀、羽绒被、信封、玻璃、胶、热水、手塔、吹风机、熨斗和熨烫板、冰、洗衣清单、矿泉水、枕头、垃圾袋、香皂、购物袋、糖、拖鞋、查看服务、保险箱、牙刷、牙膏、茶叶袋、卫生纸、卫生纸、书写纸、开瓶器、水快速电水壶 Subject

206

STANDARD OPERATING PROCEDURES

Effective Date : Apr.2010 : Runner Service-

特殊服务

Policy No : AYS-009 Issued by : RDM Page : 2 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates

Note : Above-listed are all available in every guest’s room.

客人要求客房内已有物件

AYS Agent : Good Morning (Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : Please give me an ashtray. 客人：请给我一个烟灰缸。

AYS Agent : Certainly, Mr. Brown. The astray is available on your writing desk. AYS ：当然可以，Mr. Brown。请您查看一下，您的书桌上是否有烟灰缸呢？ Guest : Oh. Yes. Thank you. 客人：哦，是的。谢谢。

AYS Agent : It’s my pleasure, At your service! AYS ：非常乐意为您服务。

Adapter, Baby Cot, Baby Pillow, Baby Blanket, Baby Sheets, Baby Sitting, Extra Bed, Extension Cord, Pillow, Polish Shoes, Transformer, Turn Down Service, Heater, Hanger.

适配器，婴儿床，婴儿枕，婴儿毛毯，婴儿产品，婴儿看护，加床服务，延长线，枕头，波兰鞋，变压器，空调，热水器，衣架。

Note: Above-listed are complimentary to every room guests.

完整地为每个房间的客人列出以上设施

AYS Agent : Good Morning(Afternoon, Evening), Mr. Brown. At your service,

Rosa speaking. How may I assist you?

AYS ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，

能为您做什么？

Guest : I want to have an extra bed. 客人：我想要加一张床。

AYS Agent : Certainly, Mr. Brown. I will arrange for you immediately. Would

you like the extra bed now or after 8:00pm?

ＡＹS ：当然，Mr. Brown。我们立即为您安排。请问您需要现在加床或晚上８:00

以后呢？ Subject

207

STANDARD OPERATING PROCEDURES

Effective Date : Apr.2010 : Runner Service-

特殊服务

Policy No : AYS-009 Issued by : RDM Page : 3 of 3 Approved by :General Manager Distribution : Executive Committee Department Head A&B : All Associates Guest : After 8:00pm, please. 客人 : 8：00以后吧。

AYS Agent : Excuse me, Mr. Brown, I’m afraid to remind you that the extra

Subject

AYS Guest 客人 AYS Agent AYS guest has to register at the reception desk and the room rate might be changed.

：不好意思，Mr. Brown。我恐怕我不得不提醒您，加床的客人需到前台

登记并且房价会有变化。

: No problem. Thanks. : 没问题，谢谢！

: It’s my pleasure, at your service. : 非常乐意为您服务。 208

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