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1STANDARDOPERATINGPROCEDURES标准操作程序POLICYNO.SUBJECT编号标题FO-DM-001DutyCheckList工作检查表FO-DM-002BombThreat炸弹威胁FO-DM-003CarAccident交通事故FO-DM-004VIPCheckin重要客人入住FO-DM-005Accident–Guest意外—客人FO-DM-006GuestComplaintsandDisputes客人抱怨和争执FO-DM-007RequestforDoctor/Hospitalization求医要求/住院治疗的要求FO-DM-008Fights争斗FO-DM-009Fire火灾FO-DM-022Lost&Found丢失和发现FO-DM-024SafetyBox保险箱FO-DM-028IncomingFaxes/Emailatnighttime夜间接受传真/电子邮件FO-DM-030Valuables贵重物品保管FO-DM-031GuestBirthday客人生日FO-BC-002Incomingfaxes接收传真FO-BC-005MeetingRoomRental会议室租用FO-BC-006OutgoingFax发送传真FO-BC-007DHL/EMS/CourierServicesDHL特快专递FO-CON-002BaggageServiceforArrivals行李抵达服务FO-CON-003BaggageServiceforDeparture行李离店服务FO-CON-004BaggageServiceforgroupArrivals团队行李抵达服务2FO-CON-005BaggageServiceforgroupDeparture团队行李离开服务FO-CON-006BaggageStorage行李贮存服务FO-CON-007Brochures,MapsandDirections指引册，地图，导游册FO-CON-008Flags旗帜FO-CON-009AllIncomingItems所有收入条款FO-CON-010Newspapers报纸FO-CON-011OutgoingItems外送物件FO-CON-013RoomingGuest陪同客人进房间FO-CON-014ShuttleBus班车FO-CON-015Outdatedmail,faxesandparcels过期的邮件，传真和包裹FO-CON-016PagingService呼叫服务FO-CON-017postalexpressservice邮政快递服务FO-CON-018Taxibookingandarrangement出租车预订及安排FO-CON-019Trolley手推车服务FO-CON-020Umbrella雨伞服务FO-CON-AR-001Airportsendoff机场送行FO-CON-AR-002AirportPickUp机场接客FO-CON-AR-003AirportLostLuggage行李丢失FO-CON-AR-004VIPArrive-Limousine接重要客人-豪华轿车FO-CON-AR-005VIPArrive-(ByTaxi)接重要客人（用出租车）FO-CON-AR-006MobilePhone移动电话FO-CON-DRICER-001HouseUse/ComplimentaryVehicle酒店自用/免费用车FO-CON-DRIVER-002LimousineAvailability大型轿车使用率FO-CON-DRIVER-003LimousineCleaning&Maintenance大型轿车清洁和保养3FO-CON-DRIVER-004Mileage/PetrolControl运程/汽油控制FO-CON-DRIVER-005LimousineRequest用车申请FO-CON-DRIVER-006TheResponsibilityofDriver司机责任保证FO-EF-007GuestPreference客人爱好FO-EF-008ExecutiveFloorCheckIn行政楼层入住FO-EF-009Hosting招待FO-FD-010ComputerDown计算机系统崩溃FO-FD-011ForeignCurrencyExchange外币兑换FO-FD-016InternalTraceReport内部事务报告FO-FD-017KeyControl钥匙控制FO-FD-018Lost&FoundatCheckIn失物招领FO-EFM-012VIPCheckIn重要客人入住FO-EFM-016AllegedTheft偷窃FO-EFM-017GuestComplaintsandDisputes客人抱怨和争执FO-EFM-018Complimentary/HouseUse免费房使用FO-EFM-020RequestforDoctor/Hospitalization求医要求/住院治疗FO-EFM-023LostandFound失物招领FO-EFM-024SafetyDepositBoxesKeyInventory保险箱钥匙清单FO-EFM-025SafetyBox保险箱FO-EFM-027Valuables贵重物品保管FO-EFM-028In-HouseClinic酒店医疗中心FO-EFM-029GuestBirthday客人生日FO-EFM-030GuestJoin-InAuthorization会员加盟授权FO-EFM-031GuestComments客人意见4FO-EFM-032BookingatotherPlazaRoyaleHotel豪廷酒店网络内约定FO-EFM-033HotelEvents酒店活动FO-TEL-001TelephoneControlDDD/IDD国际/国内长途电话控制FO-TEL-002CallAccountingSystem电话记费系统FO-TEL-003CallBarringandUnbarring电话禁呼和解禁FO-TEL-004DoNotDisturbFeature请勿打扰事宜FO-TEL-005GuestLocatorFeature为客人接电话至指定地点FO-TEL-006IncomingCalls接听来电FO-TEL-007OperatorAssistedCalls接线员辅助呼叫FO-TEL-008PABXAdcomFaxSystem专用交换机传真系统FO-TEL-009PABXAdcomMailSystem专用交换机邮件系统FO-TEL-010PublicAddressPagingSystem公共提示标志FO-TEL-011WakeupCall叫醒服务FO-TEL-012Personalcalls私人电话FO-001BaggageService行李服务FO-002BusinessCenterService商务中心FO-003EngineeringService工程服务FO-004HandlingGuestComplaints处理客人投诉FO-005HandlingIncomingCalls处理来电FO-006HousekeepingService客房服务FO-007RoomService-IncomingCall客房送餐来电FO-008In-RoomDiningOrder客房用餐预订FO-009RunnerService特殊服务5FrontOfficeTermstoKnow前厅部须知A.H.&M.A.AmericanHotelandMotelAssociation.美国饭店及汽车旅馆协会AccommodateApromiseofaroomforaguest–ifnotinthathotel,thenacommitmenttofindaroomelsewhere.对客人保证客房的承诺AdjoiningRoomsTwoormoreroomssidebysidewithoutaconnectingdoorbetweenthem.Inotherwords,roomscanbeadjoiningwithoutbeingconnecting.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/AdjustmentAcorrectionofanerrorthatoccurredonapreviousday.对于之前发生的错误给予的修改AdvanceDepositPrepaymentofroomcharges.房间预付款AverageDailyRateTheaverageofrateschargedforguestroomsduringonedayofbusiness.Methodofcomputation:日收取的商务客人平均房价。估算方法:ADR=Totalguestroomrevenuedividedbynumberofroomssold.ADR=卖出房的客房总收入除以卖出的房间数量。BankFundsissuedtocashierforhandlingguesttransactionswhichmustbebalancedatthebeginningofeachshift.为客人提供的交易资金必须在每次交班的开始时移交给出纳.BlockAgroupofroomsheldattherequestofSalesorCatering.一批供销售或宴请使用的房间。BlockedRoomRoomnumbersassignedinadvanceofarrivalonthesamedayofarrival.房间号码被事先安排和到达时一样的房间。BookingAgreementReferencematerialforanumberofreservationsmadeunderacompanyorgroup.为公司或团队预订准备的参考材料。BucketTrayusedforfilingguestfoliosbyroomnumberatFrontDesk.在前台上，用于为客人盛放房间号码的便条的碟子BucketCheckWhenyoucomparetheroomboardwiththebucket.用门牌号码和便条比较BudgetCheckAM&PMcomparisonofguestbucketfolioswithroomracktoverifyaccuracyofaccount.上午和下午的客房便条比较，检测房间帐户的准确性CatchtheSpiritCatchthetrainingspiritwithour“CatchtheSpirit–PhaseI”educationprogram.Theprogramincludesathree-partvideotrainingseries,facilitator’sguideandcertificationprogramthroughPlazaRoyaleInternational,Inc.,6preparedforFrontDesk,HousekeepingandMaintenanceemployees.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。“CatchtheSpirit–PhaseII,”willcontinuetheeducationaltoolsthatsupportline-levelstaff.ThefocusthisyearisontheFrontOfficeProfessionalandLobbyRetailing.“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。TheFrontOfficevideobasedtrainingprogramisgearedtowardfrontdesketiquette,multi-tasking,handlinggue