國際操作標準手冊INTERNATIONAL OPERATIONAL STANDARDS MANUAL

1、TABLE OF CONTENTS DIVISION: HUMAN RESOURCE部門:人力資源S 6 SUBJECT: GUEST HOSPITALITY AND GUIDING PRINCIPLE主題:客人熱情好客及指導原則S 6 SUBJECT: APPEARANCE, BEHAVIOUR AND ATTITUD主題:外表，行為和態(tài)度E 7 SUBJECT: RESOLVE COMPLAINT主題:解決投訴S 8 SUBJECT: TIP / GRATUIT主題：小費/禮物Y 9 SUBJECT: STAFF UNIFORM male 10 SUBJECT: STAFF UNIFORM

2、 female 12 SUBJECT: EQUAL OPPORTUNITY / EMPLOYEE RIGHTS 14 SUBJECT: STAFF CHANGING FACILITIES/STAFF DINING/SOCIAL 15 DIVISION: ROOMS 16 SUBJECT: GENERAL STANDARD 16 SUBJECT: TAKING RESERVATIONS 18 SUBJECT: WAIT LIST 20 SUBJECT: GUARANTEE STATUS 21 SUBJECT: SPECIAL REQUESTS 22 SUBJECT: GUEST HISTORY

3、23 SUBJECT: AMENITY REQUESTS 24 SUBJECT: DIRECT BILL REQUEST 25 SUBJECT: TRAVEL AGENT RESERVATIONS 26 SUBJECT: RESERVATIONS FOR GUESTS WITH DISABILITIES 27 SUBJECT: VIP RESERVATIONS 28 SUBJECT: COMPLIMENTARY ROOM REQUESTS 29 SUBJECT: EMPLOYEE ROOM REQUESTS 30 SUBJECT: CHANGES TO EXISTING RESERVATION

4、S 31 SUBJECT: CANCELLATIONS 32 SUBJECT: NO-SHOWS 33 SUBJECT: ADVANCED DEPOSITS 34 SUBJECT: REFUND ADVANCED DEPOSITS 35 SUBJECT: DOORMAN: ARRIVAL AND DEPARTURE 36 SUBJECT: VALET PARKING 37 SUBJECT: FRONT DESK CHECK- IN 38 SUBJECT: FRONT DESK CHECKOUT 39 SUBJECT: GUEST RELOCATION POLICIES 40 SUBJECT:

5、RECEPTIONIST CHECK-IN 41 SUBJECT: BELLMAN CHECKOUT 43 SUBJECT: NO-SMOKING ROOMS 44 SUBJECT: ADDITIONAL GUEST SERVICES 45 SUBJECT: VIP TREATMENT AND AMENITIES 46 SUBJECT: FOREIGN GUEST AMENITIES 47 SUBJECT: NEWSPAPERS 48 SUBJECT: SHOESHINES 49 SUBJECT: DOORMAN: DIRECT TRAFFIC 50 SUBJECT: DOORMAN: ORD

6、ER TAXI 51 SUBJECT: DOORMAN: MISCELLANEOUS 52 SUBJECT: GENERAL STANDARDS 53 SUBJECT: GUEST AMENITIES/SUNDRIES 56 SUBJECT: HANDLE GUEST INQUIRIES/REQUESTS 57 SUBJECT: GUEST RELATIONS 58 SUBJECT: GUEST MAIL 59 SUBJECT: GUEST FACSIMILES 60 SUBJECT: DELIVERY / COURIER SERVICES 61 SUBJECT: AIRLINE RESERV

7、ATIONS 62 SUBJECT: ATTRACTION TICKETS 64 SUBJECT: DINING RESERVATIONS 65 SUBJECT: AIRPORT SIGNAGE / CHAUFFEUR SERVICE 66 SUBJECT: MAPS AND DIRECTIONS 67 SUBJECT: MEDICAL SERVICES 68 SUBJECT: GENERAL SERVICES 69 SUBJECT: ENTER ROOMS 70 SUBJECT: DND ROOMS 71 SUBJECT: CHECKOUT ROOMS 72 SUBJECT: CARTS /

8、 CADDIES 73 SUBJECT: ROOM CLEANING SEQUENCE 74 SUBJECT: DIRTY LINEN 75 SUBJECT: EMPTY TRASH / ASHTRAYS / ROOM SERVICE ITEMS 76 SUBJECT: BATHROOM AMENITIES 77 SUBJECT: EMERGENCY KIT/ITEMS 78 SUBJECT: BATHROOM PAPER GOODS 79 SUBJECT: BEDROOM AMENITIES 80 SUBJECT: SHOWER STALLS/WALLS 81 SUBJECT: BATHTU

9、BS 82 SUBJECT: SHOWER CURTAINS 83 SUBJECT: TOILETS 84 SUBJECT: VANITY/SINK/MIRROR 85 SUBJECT: BATHROOMS TOWELS 86 SUBJECT: REPLACE GLASSES 87 SUBJECT: MAKING A BED 88 SUBJECT: FURNITURE 90 SUBJECT: TELEPHONES 91 SUBJECT: TELEVISION/VCR 92 SUBJECT: LAMPS/LIGHTS/SWITCHES 93 SUBJECT: ARTIFACTS / PICTUR

10、ES / FRAMES 94 SUBJECT: WINDOWS 95 SUBJECT: FLOORS 96 SUBJECT: BATHROOM/ENTRANCE/CLOSET DOOR(S) AND THRESHOLDS 97 SUBJECT: BALCONY / PATIO / PLANTS 98 SUBJECT: DRAPES / SHUTTERS 99 SUBJECT: VACUUM ROOM 100 SUBJECT: EXIT GUESTROOMS 101 SUBJECT: CRIBS AND ROLLAWAY BEDS 102 SUBJECT: EVENING SERVICE 103

11、 SUBJECT: EVENING SERVICE CHECKLIST 105 SUBJECT: CARPET CLEANING 108 SUBJECT: PUBLIC WASH ROOMS 109 SUBJECT: PUBLIC AREA TELEPHONES 110 SUBJECT: LAUNDRY AND VALET 111 SUBJECT: MISC 112 f&b: 113 SUBJECT: MEMBERS OF THE F&B TEAM 113 SUBJECT: ENVIROMENTAL SETTING 114 SUBJECT: SERVICE 115 SUBJECT: RESER

12、VATIONS 117 SUBJECT: PRICING/PROFIT 118 SUBJECT: FOOD OFFER 119 SUBJECT: BEVERAGE OFFER 120 SUBJECT: COVER / TABLES SET UP 122 SUBJECT: SERVICE 123 SUBJECT: FOOD OFFER 127 SUBJECT: BEVERAGE OFFER 129 SUBJECT: COVER / TABLE SET UP 130 SUBJECT: SERVICE 131 SUBJECT: GENERAL STANDARDS 134 SUBJECT: FOOD

13、OFFER 135 SUBJECT: BEVERAGE OFFER 136 SUBJECT: COVER / TABLE SET UP 138 SUBJECT: SERVICE 139 SUBJECT: FOOD OFFER 142 SUBJECT: BEVERAGE OFFER 143 SUBJECT: COVER / TABLE SET UP 145 SUBJECT: SERVICE 146 SUBJECT: FOOD OFFER 148 SUBJECT: BEVERAGE OFFER 150 SUBJECT: TROLLEY / TRAY SET UP 152 SUBJECT: SERV

14、ICE ORDER TAKING 153 SUBJECT: ORDER DELIVERY TO GUEST ROOOM 154 SUBJECT: MINI BAR 156 SUBJECT: GENERAL STANDARDS 158 SUBJECT: FACILITIES 159 SUBJECT: GENERAL STANDARDS 160 SUBJECT: PRODUCT 161 SUBJECT: FACILITIES 162 SUBJECT: FOOD PRODUCTS 163 SUBJECT: SALES 165 SUBJECT: FOOD OFFER 168 SUBJECT: BEVE

15、RAGE OFFER (BANQUETS) 169 SUBJECT: ROOM / TABLE / COVER SET UP (BANQUETS) 170 SUBJECT: SERVICE (BANQUETS) 171 SUBJECT: FOOD OFFER (CONFERENCES) 173 SUBJECT: COFFEE BREAKS & CONFERENCE DRINKS (CONFERENCES) 174 SUBJECT: ROOM / TABLE / COVER SET UP (CONFERENCES) 175 SUBJECT: OTHER SERVICES (CONFERENCES

16、) 176 SUBJECT: TELEPHONE ANSWERING SERVICE STANDARDS 177 SUBJECT: TELEPHONE ANSWERING SERVICE STANDARDS 178 SUBJECT: WAKE-UP CALLS 179 SUBJECT: MESSAGE SERVICE 180 SUBJECT: FAXES AND OTHER 181 SUBJECT: GENERAL STANDARDS 182 DIVISION: OTHER 183 SUBJECT: GENERAL STANDARDS 183 DIVISION: ENGINEERING 184

17、 SUBJECT: GENERAL STANDARDS 184 SUBJECT: GENERAL STANDARDS cont 185 DIVISION: FINANCE 186 SUBJECT: GENERAL STANDARDS 186 SUBJECT: GENERAL STANDARDS DIVISION: HUMAN RESOURCES部門:人力資源DEPARTMENT: ALL部門:所有SUBJECT: GUEST HOSPITALITY AND GUIDING PRINCIPLES主題:客人招待和指導原則 Possess a commitment to anticipate gue

18、st needs and offer assistance to guests before they have to ask for Establish good eye contact with each guest and acknowledge the presence of guest with a smile, even if busy Appropriate titles along with the guests last name will be used whenever possible Guest requests will be handled immediately

19、, personally, rather than referring guests to another department or person Escort guest as if it were their first day in our hotel Service delivery request personal urgency, be prompt, communicate and follow up All special request from repeat guests will be expedite automatically Confidentiality of

20、all guest information will be maintained Guest room numbers will be kept strictly confidential Personal or work problems will not be discussed with guests Noise and voice levels should be kept at a minimum when in service areas Employees are not to congregate in groups Anticipate guests needs, be pr

21、oactive and decide in favour of the guest We are one team be supportive, work together and over communicate Remember that first and last impressions count. Every guest is our Ambassador Yes Sir, Oui Madam, Si Senora, Now what is the question?DIVISION: HUMAN RESOURCES DEPARTMENT: ALLSUBJECT: APPEARAN

22、CE, BEHAVIOUR AND ATTITUDE Be friendly, courteous and helpful at all times Maintain attentive posture Maintain a neat uniform. Always wear RF Pin and appropriate service badge Possess a knowledge of the hotel, facilities, hours of operation and general information Possess a knowledge of the RF hotel

23、s company and an awareness of the other hotels in the collection Complaints and comments should be dealt with in a courteous and receptive manner by all staff and followed up for further action as required Sufficient apologies extended for any guest inconvenience Maintain a neat and organised work a

24、rea Recognise the rights of your fellow employee DIVISION: HUMAN RESOURCES DEPARTMENT: ALLSUBJECT: RESOLVE COMPLAINTS All complaints will be handled in a courteous and professional manner Define levels of empowerment When confronted with a complaint, stop your current activity, make eye contact and

25、give your full attention to the guest. Follow these procedures:- listen to the guest and do not interrupt- apologise- thank the guest for the opportunity to address the problem - determine a solution- agree a solution- act on the solution- agree on time to solve the complaint- follow up to ensure co

26、mplete guest satisfaction before the guest leave If unable to resolve a complaint, contact you supervisor immediately and relay the complete situation, to ensure immediate service recovery Be sincere Show genuine concern for guests situation. Empathise with the guest Never try to prove the guest wro

27、ng Never argue with guest or become defensive Policies and procedures are not explained to guests who are upset Never blame other departments or individuals. Accept responsibility for resolving the problem Appraise guest continually of status of situation Follow up with necessary service recoveryDIV

28、ISION: HUMAN RESOURCES DEPARTMENT: ALLSUBJECT: TIP / GRATUITY All tips and gratuities, even when automatically added to a bill, should be considered as a privilege, not a right Make sure that guest is aware of any gratuity automatically added to a bill If asked, state that “tipping is allowed when a

29、 guest feels that service merits a reward Always politely thank the guest after receiving a tip Never look at the amount given in the presence of a guest Remember, tipping customs vary from country to country, so that even if a tip may be lower than normal, a guest should only be shown gratitude and

30、 politenessDIVISION: HUMAN RESOURCES DEPARTMENT: ALLSUBJECT: STAFF UNIFORM male U N I F O R M All staff must bathe or shower daily Uniforms should reflect style and design of the hotel or outlet RF pin must be worn on left lapel of jacket or shirt A full uniform is required; it has to be clean, pres

31、sed and in good repair Jacket must be buttoned, except when seated Must always be worn while on duty Shirt must have long sleeves, be worn completely buttoned and fastened at the wrists Tie must be worn at all times where established as a uniform standard and be worn fastened at the collar (not worn

32、 loose) Trousers must be well pressed and worn with appropriate belt Socks must be black (no white socks are allowed except as part of the Health Club uniform) Shoes must be black and fully-enclosed No sports shoes (with the exception of the Health Club) are allowed at all. Safety shoes for designat

33、ed positions Shoes must be clean, well polished and in good state of repair GROOMING Hair must be clean and neatly styled so that it remains in place while working Hair must not touch the shirt collar at the back or at the sides Staff handling food and drink must observe extreme care regarding lengt

34、h of hair and wear protective head-ware with no loose hair exposed Spiky, shaved, ponytail, long peak at nape of neck, are not permittedJEWELLERY Watches must be of conventional design No bracelets should be worn No rings should be worn (with the exception of the wedding ring) in food handling depar

35、tments No earrings should be worn PERSONAL HABITS Smoking is forbidden in any area other than the smoking room No chewingDIVISION: HUMAN RESOURCES DEPARTMENT: ALLSUBJECT: STAFF UNIFORM female U N I F O R M All staff must bathe or shower daily Uniforms should reflect style and design of the hotel or

36、outlet A full uniform is required; it has to be clean, pressed and in good repair Jacket must be buttoned, except when seated Must always be worn while on duty Blouse must have long sleeves, be worn completely buttoned and fastened at the wrists Button-down collars are not allowed for any uniform Co

37、llar must not be turned up Tie must be worn at all times where established as a uniform standard and be worn fastened at the collar (not worn loose) Hosiery should be either skin-coloured or navy or black as deemed appropriate to uniform. No more than 20 denier Shoes must be dark-coloured, enclosed

38、No sports shoes (with the exception of the Health Club) or boots must be worn No sandals or open-toed shoes should be worn Shoes must be clean, well polished and in good state of repair GROOMING Hair must be clean, tidy, well groomed and styled away from the face When worn loose, hair should be no l

39、onger than the bottom edge of the blouse collar at the back. Hair longer than the permitted length should be secured in an upswept style or tied back neatly with the appropriate hair accessories. Perfume must be subtle and not obtrusive no lingering smells All staff must shower or bathe daily and us

40、e a deodorant Staff handling food and drink must observe extreme care regarding length of hair and wear protective head-ware with no loose hair exposed Nails must be a medium length, clean and can be polished only with neutral colours. Nail polish is not allowed for food handling staff JEWELLERY Wat

41、ches must be of conventional design One ring of plain design and / or one wedding ring One pair only of earring of discrete style (no hanging design) No tattoos or facial piercings Bracelets are not permitted Ankle bracelet should not be worn PERSONAL HABITS Smoking is forbidden in any area other th

42、an the smoking room No chewingDIVISION: HUMAN RESOURCES DEPARTMENT: ALLSUBJECT: EQUAL OPPORTUNITY / EMPLOYEE RIGHTS On commencing work at any RF property, the staff member will be issued with a job description that he/she will have understood before commencing work. Within two weeks of commencing wo

43、rk, all employees will have been trained from an agreed SOP Manual. Within two weeks of commencing work, all employees will have been on the hotel induction programme No member of our team will be discriminated against because of race, colour, * religion, age or disability We believe in the right of

44、 the employee t - work in a safe and healthy work place - receive fair remuneration for their work - be given access to the appropriate equipment and tools in order to perform their work- be encouraged to excel in the performance and guidance - on going training to improve their skill DIVISION: HUMA

45、N RESOURCES DEPARTMENT: ALLSUBJECT: STAFF CHANGING FACILITIES/STAFF DINING/SOCIAL The hotel will maintain clean, well maintained changing areas for the uniformed personnel Each Mens and Womens changing room should contain:- good lighting and ventilation- sinks with hot and cold running water- soap -

46、 shower facilities- adequate lockers of sufficient size to hang a jacket - rubbish bin- a full-length mirror - an automatic shoe shine machine (in the changing area)- Iron and Ironing Board Staff dining room will be overseen & supervised by all senior management Staff management of the staff managem

47、ent will be the responsibility of a designated F&B Manager. Staff dining will offer rotating menus posted for staff on staff notice board. Theme days will be offered on a monthly basis. Vegetarian options and a Salad Bar will always be available. Extra effort will be made to have the staff dining ro

48、om immaculately clean and will be inspected on a daily basis in the same manner as any other outlet in the hotel is. Social events, get togethers will be organised on a quarterly basis by HR at a subsidised rate. This is optional. Use of RF Hotels for staff visits will be encouraged wherever possibl

49、e. HR Department to advertise special offers available within the city for hoteliers and restaurateurs (ie, discounts in shops and favourable rates in restaurants).DIVISION: ROOMS DEPARTMENT: RESERVATION SUBJECT: GENERAL STANDARD Agent to speak in a courteous, friendly, enthusiastic and pleasant voi

50、ce. Have a smile in your voice. Reservation will be accepted 24 hours per day. When reservations department will not be covered, Front Desk should take all calls During holiday periods, coverage should be provided by Front Desk if required Phones will be answered within five (5) rings as “Salutation

51、, Hotel Name, how may I direct your call” Offer apology if unable to answer within five (5) rings Calls will not be put on hold for more than fifteen seconds If all lines are busy, apologise to guest & offer to return the call Never ask the caller to call back To personalise the call, establish call

52、ers name and use throughout the conversation “Good morning/afternoon/evening Reservations this is . Speaking” Agent must have all details for: - all available rates, packages and promotions- description of the hotel- reservation policy (i.e.: guaranteed reservations, cancellation, deposit etc.) - ex

53、plain room size, location & differences “Paint the Picture” - bed type - check-in and check-out time- hours of operation for all F & B services- offer to make a Restaurant reservation- aware of all current promotions within the hotel- use guests name throughout conversation- spa sell facilities- abl

54、e to take advance reservations for health club and F&B outlets- airport transportation and limousine service- general information regarding hotel services and facilities - early arrival policy - late check-out policy- upgrade Reservation information at Front Desk is complete & accurate when guest ch

55、ecks in On confirmation hotel headed paper with spa & restaurant logos to promote facilities to be used All faxed / e-mailed reservations should be entered into the system within two hours of receipt. Anything received outwith business hours will be entered into the system within the first hour of b

56、usiness the following day. Confirmation for reservations faxed / e-mailed into the hotel should be sent within twenty four hours of receipt DIVISION: ROOMS DEPARTMENT: RESERVATION SUBJECT: TAKING RESERVATIONS Availability should be checked before confirming a reservation Enter guest name in guest hi

57、story field to see if reservations should be updated to an existing guest history account Always ascertain if guest has stayed previously. If yes, do not ask for details. If no, ask how they heard of us Ascertain whether business or leisure guest to enable you to determine the correct quote Offer th

58、e highest category of rooms first, than the standard. There should be no lost reservations when lower rates are available Explain the different rate categories according to availability and explain package contents Close the sale by asking for the reservation determine dates required, room type, num

59、ber of people staying Non-smoking room request (when available) should be ascertained during the reservation Give description of room and hotel facilities. Up-sell wherever possible Ask the caller for approximate arrival time and propose limousine service Input complete information for reservation i

60、nto system (i.e.: arrival and departure dates, number of guests, complete name of guest, address, phone and fax number, special request, room type, rate agreed, credit card details) Guarantee with credit card details Note guaranteed status in system Advise caller of cancellation policy and penalties