國際星級酒店前廳部前臺接待崗位技能培訓(xùn)標(biāo)準(zhǔn)RM-FO-GS-23-02 Down time handle and down time report 電腦系統(tǒng)故障的應(yīng)對方案

1、 PAGE 4LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM-FO-GS-23-02Effective Date:Division:RoomsRevised Date:Section:Front OfficePrepared by : Approved by:_SUBJECT:Down Time Handle and Down Time Report 電腦系統(tǒng)故障的應(yīng)對方案_OBJECTIVE目的：Ensure front office ambassador be able to continue to operate with a minimum

2、 inconvenience to guests.如前臺電腦系統(tǒng)故障或維修應(yīng)盡量減少給客人造成的不便POLICY政策：Standard:In case of a computer failure or planned computer down time, the Front Desk must be able to continue to operate with a minimum inconvenience to guests.如前臺電腦系統(tǒng)故障或維修應(yīng)盡量減少給客人造成的不便。前臺接待必須能夠繼續(xù)按前臺手工操作程序正常工作。PROCEDURES 程序： Reception前臺: Nec

3、essary system back-up must be run every four (4) hours: 06:00, 10:00, 14:00, 18:00, 22:00 hrs to ensure that a minimal impact is experienced to normal operations in case of system failure.1 每隔四小時(06:00, 10:00, 14:00,18:00,22:00點)在電腦系統(tǒng)中做一次資料備份以便電腦出現(xiàn)問題時使用。The Front Office Manager, Guest Service Manage

4、r and Shift leader on duty will coordinate the activity of the department during the computer down period and ensure that all activities are running smoothly and all information is updated properly.在電腦系統(tǒng)故障時，前廳部經(jīng)理，賓客服務(wù)經(jīng)理和當(dāng)班主管負責(zé)協(xié)調(diào)前廳部順利開展工作，并保證所有信息及時更新。The manual operation will continue even after the

5、system is back up and running, until such time when all updating, check-ins, postings etc. experienced during down time is entered and the system is “up to date” again.3 即使電腦系統(tǒng)恢復(fù)還必須進行一段時間的手工操作，直到將電腦系統(tǒng)故障期間的所有信息輸入電腦更新完畢為止。4 Where possible, guests will not experience any inconvenience during this time.

6、 If the situation will continue to include normal checkout time, a note must be sent to the guests beforehand, guests using credit card check out, advise them to use an express checkout.4為了避免在電腦系統(tǒng)故障時給客人帶來不便，如果電腦系統(tǒng)故障可能影響到客人結(jié)賬，要事先通知客人，建議用信用卡結(jié)賬的客人使用快速結(jié)賬服務(wù)。5 Print reports before a planned system down1 x

7、 arrival report1 x foreign currency exchange1 x departing guest folios1 x guest ledger summary3 x in house guest by room (for Front Desk, Concierge and GSC)3 x in house guest alpha (for Front Desk, Concierge and GSC)3 x message report (for Front Desk, Concierge and GSC)2 x room availability (for Fro

8、nt Desk and Housekeeping)2 x room status report (for Front Desk and Housekeeping)2 x departures report (for Front Desk and Housekeeping)2 x blocked rooms report (for Front Desk and Housekeeping)1 x group arrivals report系統(tǒng)故障前打印的報表如下：一份預(yù)抵客人報表一份外幣兌換率報表一份離店客人賬目報表客人賬目報表三份住店客人報表(給前臺，禮賓部和賓客服務(wù)中心)三份按照客人姓氏打印的

9、報表(給前臺，禮賓部和賓客服務(wù)中心) 三份留言報表(給前臺，禮賓部和賓客服務(wù)中心)兩份可賣房報表(給前臺和管家部)兩份房態(tài)報表(給前臺和管家部)兩份離店客人報表(給前臺和管家部)兩份預(yù)留房間報表(給前臺和管家部)一份團隊預(yù)抵報表These reports are kept in the “system down” file. Previous reports must be thrown away when replaced with new ones. Most up-to-date reports will be issued to Front Desk, Concierge, GSC a

10、nd Housekeeping when a system down situation occurs6以上報表必須放在指定的位置。打印好新報表后要將過期報表處理。在電腦系統(tǒng)故障時，最新報表要發(fā)給前臺，賓客服務(wù)中心，禮賓部和管家部。7 If a “system down” suddenly happened, inform I.T department immediately and use the previous night audit report. 7如與未經(jīng)通知而突然發(fā)生系統(tǒng)故障，立即通知電腦部。使用前一天的夜審報告，繼續(xù)為客人提供服務(wù)。8 When guests arrive, r

11、egister as normal, select a vacant inspected room from sheet and cross it out, note guests name in pencil, write room number on registration card note on the arrival report that the guest has checked in.Inform GSC of arrival, an open line will be provided for the guest.Inform the Executive Club GSA

12、on duty of guest arrival, if a Executive Club guest arrives.Place completed registration cards in a pre-determined tray, so updating can be done once the system is back.8 當(dāng)客人抵店時，按照正常程序登記，在可賣房報表圈出已檢查空房給客人。用鉛筆在登記卡注明登記客人姓名，房間號碼。最后在預(yù)抵客人報表注明“客人已到”。通知賓客服務(wù)中心客人已經(jīng)入住，為客人開電話外線。如果客人住在行政樓層，要通知行政樓層賓客服務(wù)員。將客人登記卡放入事

13、先準(zhǔn)備好的文件架內(nèi)，以便電腦系統(tǒng)恢復(fù)時集中輸入電腦。When guests depart, issue the most up to date folio from departing guest folios.Manually add any charges not listed.Process payment manually and write amount received on folio report and Payment type.Advise guest that final copy will be mailed the same day.Attach all back u

14、p to folio and place in pre-determined tray for updating later.Note that room is now “Vacant Dirty”.Advise GSC and Housekeeping. 當(dāng)有客人離店時，查閱最新離店客人賬目報表。手工加入客人未入賬目。按照付賬方式手工收取費用，并在報表注明實際收費金額和實際付賬方式。通知客人酒店當(dāng)天會郵寄賬單給客人。將賬單放入指定的文件架，以便集中輸入電腦。在房態(tài)報表注明房間“待清潔空房”。通知賓客服務(wù)中心和管家部客人已經(jīng)離店。Outlets to be advised to deliver all dockets to the Front Desk until the system are operating again. These are then placed in the relevant room ledger file along with the r