酒店客房营运专用参考资料

葉予舜彙編1STANDARDARRANGEMENT／“MEALPLANS”P.156OfteninResortHotelMEALPLANSARRANGEMENTNAME（S）ABBREVIATION（S）INCLUDES:（Full）AmericanPlan（RoomandBoard）（FullBoard）（FullPension）AP（FAP）（RB）（P）Room,threemeals（breakfast,lunchanddinner）usuallyservedinasaleamanagerwithfixedmenuorbuffetModifiedAmericanPlan（HalfBoard）（Demi-Pension）MAP（1/2P）Room,twomeals（breakfastandusuallydinner）idealforsportsresortsBermudaPlan（Bed＆Breakfast）BP（BB）RoomandfullEnglish／AmericanbreakfastContinentalPlan（Garni）CPRoomandcontinentalbreakfastEuropeanPlan（ApartmentsOnly）（RoomOnly）EP（AO）（RO）RoomOnly葉予舜彙編2THEROOMDIVISIONDAYP.187Thetimeonthischartare,inpart,approximate,andmaydifferslightlyaccordingtohotelpolicy,equipmentoptions,etc.2:00a.m.Close-of-DayThepreviousdayisclosedandposting／check-insmaybeprocessedforthenewday,asthecomputer／postingmachinehasbeenupdated;latecheck-inspostedaspick-uprevenueonnewday.5:00NewspaperDelivery／Wake-upCalls:Newspapersaredeliveredbythenightbellman;PBXbeginswake-upcalls;DailyEventsboardisupdated.6:00Check-outsbegin:Guestbeginchecking-outgradually;PBXcontactsareahotelsforoccupancycomparison.7:00MorningReports／EarlyShiftbegins:（“A”Shift）NightManagermustdelivermorningreportstoG.M.,variousdepartments;EarlyShiftsbeginreportingtowork.7:30HousekeepingDispatcherbeginsassignments／FOhandoverofshift（Occurswitheachshiftchange）Dispatcherbeginsroomassignmenttomaidbasedonmorningreports;FOholdabriefmeetingtobriefEarlyShift;HousekeepingAsst.Reconcilesyesterday‘srooms,prepareshousemanandgeneralcleaningassignments.8:00RoomAttendants／Housemenarrive;FObegins“settingupthehouse”RoomAttendantsandHousemenreceiveassignmentsandamenitiesandcommencework;FOAsst.ManagerorChiefReceptionistbeginsblockingairline,group,VIP,SpecialAttentionandspecial葉予舜彙編3requestarrivalrooms.8:30HousekeepingSupervisorsConductroomchecksfor“A.M.”HskpHousekeepingReport／ReservationMgr.Checksno-showsandcommissions:HousekeepingSupervisorcheckstatusorvacantand000roomsandreportanydiscrepanciestoFOimmediately;FOissubsequentlyinformedofanyRFV‘sorSleep-outs;Res.Mgr.Checksno-showsfrom2dayspreviousandcheckscommissionpaymentsasforwardedbyAccountsPayablefromyesterday’scheck-outs.9:00VIProomspresentedtoHousekeeping／G.M.‘sMorningBriefing／Creditchecksbegin／bellmenorporterspickupmail:FOpresentsblockedVIProomstoHousekeepingwithandearlyarrivalsforinitialcheck;FOMattendsbriefing;CreditManagerbeginschecking“pit”;ConciergearrangescomplimentariesforVIP‘sonceroomsareapproved.10:00SwingShiftarrive／Laundryopens:Swingshift,ifscheduledarriveduringthisgeneralperiod.11:00VIProomsreadyforinspectionbyAsst.Mgr.:Housekeeping“returns”VIPandSpecialAttentionroomsforfinalinspection.12:00LunchbreaksbeingDependantuponarrivals／departures,lunchbreaksbegininHousekeepingandFO.13:00Check-OutTimeExpectedDepartureCheck／000RoomCheck:Guestchecking-outafterthistimemaybechargedanadditionalhalf-dayrate;check-insgraduallybegin;expecteddepartureslist（stillnotchecked-out）isdistributedtoHousekeepingSupervisorsbyFO;DNDandD/L（DoubleLock）roomsareenteredbyHKSupervisorsandSecurity;FOAsst.Verifiesstatusof000葉予舜彙編4roomswithresponsibledepartmentsmayrepeatat17:00.14:30EarlyShiftCashierscash-outEarlyShiftcashiersbegincashing-outinbackoffice.15:00Check-InTime／LateShiftbeginsarriving／P.M.HousekeepingReportcompiled（“B”Shift）:Check-inpossibilityis“assured”bythistime.16:00HousekeepingEarlyShiftdeparts／TurndownAttendantsarrive;FOchecksHKdiscrepancies:RoomstatusescomparedbetweenHousekeepingphysicalcheckandFOrecords:Rooms-Found-Vacantcheckedout;secondmaildroppicj-upbebellmen／porters.16:00（OnceWeekly）RoomsDivisionMeeting17:00Dinnerbreakscommence／FOAsst.Callsotherhotelscountstatus:Dinnerbreaksscheduledaroundcheck-in;FoAsst.CheckwithotherAsst.‘stoarrangeevening;heavydooractivitiesuntil20:00.18:00Cut-OffTime:Turndownbegins:Non-guaranteedreservationsmaybecancelled;personschecking-outlatermaybechangeafullnight;guaranteedreservationsmaynotbecancelledwithoutcharge;DayUseischeckedfordeparture;turndownprocessbeginsinHousekeepingalongwithpreparationoftomorrow‘samenitiesbydispatcher;Laundrycloses;Reservationsreducedtoonereservationistuntil20:00thencloses.21:00InitialPit／BucketCheckFOAsst.Checkthecomputer／rack葉予舜彙編5againstregistrationcards;somecreditcheckingpossible;finalorganizationofpotentialsellout;pre-registeredroomsarecheckedforactualarrival.23:00AuditShiftarrives（“C”Shift）NightManagerco-ordinatessell-outwithFOAsst.;NightManagerbeginsrackorcomputerbalancingofRoomrevenueandinitialreports;NightReceptionistconductsfinaldetailedpitcheck‘;NightCleaningbeginsinPublicAreas;Housekeepingcloses.InmanualFrontOffices,aCountmustbetakenatleastonceperhour.InComputerizedhotels,computerbackupreportsmustbegeneratedatleasthourly,anddailysavesofthecomputermustbeeffectedatleastfourtimesdaily.ROOMSTATUSESP.192ROOMSTATUSESChartXVillustratesthevariouspossibleFrontOfficeandHousekeepingroomstatuses.Althougheachpropertyandcomputersystemutilizesdifferentterminology,thestatusesremainessentiallythesame.FRONTOFFICEHOUSEKEEPINGVacantandclean（Availableandready）VacantandcleanV/Cawaitingin