內(nèi)容說明分析sq

1、STAGE階段RISKYSIS風(fēng)險(xiǎn)分析PREVENTIVE MEASURES預(yù)防措施PROCEDURE程序RECORDReservation預(yù)訂No reservation無預(yù)訂Customers arrival顧客抵達(dá)Morning Time上午時(shí)間Cannot find reservation找不到預(yù)訂Overbooking超額預(yù)訂Customers request on a specific aspect of the reservation has not been takeno account未能考慮到顧客某個(gè)特定方面的預(yù)訂要求The hois fully booked酒店客房訂滿T

2、he room is not ready客房沒有準(zhǔn)備好Hygiene problem衛(wèi)生問題Technical problem技術(shù)問題Record reservations.預(yù)訂。File fax andreservations.歸檔傳真和電子郵件預(yù)訂。 Update message book and instruction log.更新留言簿和說明日志。 Book-oustomer and provide preventive information.登記顧客離開時(shí)間，并提供預(yù)防信息。Record any specific aspects of reservations:預(yù)訂的任何具體方面：

3、verify records/核對verify room allotment schedule/核對客房調(diào)配表Take care of the customer and, insofar assible, have an ACCOR solution or a local solution as a priority for customermodations.照顧顧客，盡可能將 解決方案或本地解決方案作為顧客住宿的首選。Use Tars On Line. / 使用 Tars。 The room maid or Housekeeper Manager informs the reception

4、 as soon as a requested room type is available.客房服務(wù)員或客房部經(jīng)理在要求的房間類型可用時(shí)，盡快通知接待 員。Seeernal checklist for housekeepers.參見客房部 檢查表。Do a daily check of the facilities and ensuret equipment is in good working order.每天檢查各項(xiàng)設(shè)施，確保設(shè)備處于正常工作狀態(tài)。(Housekeng list)（客房部 ）The reception has a small supply of spare materia

5、ls to use outside of the houseke ng staffs hours.接待處提供少量的備用材料供客房部 在非工作時(shí)間使用。PC 003PC 003PC 004SC 002PC 005PC 004PA 007PC 005PC 005PC.005 MT 001SC 002DT SC 002OQ PC 008DT PER 005OQ SC 003:Signatures/簽字:Addressed to/收件人:Written by / 起草Stephanie MoreectronicIBIS China/宜必思中國Checked by/ 審核Anne-Claire Baya

6、daElectronicIBIS China/宜必思中國Approved by/ 批準(zhǔn)Gilles LarriveElectronicIBIS China/宜必思中國QUALITY PROCEDUREMODULE: QUALITY SYSTEMNo. SQ 016：1/4：0：17/07/2008STAGE階段RISKYSIS風(fēng)險(xiǎn)分析PREVENTIVE MEASURES預(yù)防措施PROCEDURE程序RECORDIdentifying customers識別顧客Registering customers顧客入住登記Customers are not identified沒有識別顧客Custom

7、er wait顧客等待No credit card slips沒有帳單Computroblem計(jì)算機(jī)問題Givealizede and apply appropriate rates 提供個(gè)性化的歡迎和使用適當(dāng)?shù)馁M(fèi)率individual/個(gè)人Ibis card/Ibis 卡Other Accor brand loyalty card/其他品牌會員卡“Accor staff” card/“工作”卡Give priority to the customer who has arrived.優(yōu)先考慮已經(jīng)到達(dá)的顧客。Quick registration快速登記Pre-payment requested

8、 or guarantee.要求預(yù)用或保證。Atof each day, the front offitaff verifies the s ionerys for the night receptionist, who does a check when s/he arrives.每天結(jié)束時(shí)，前廳部 將核對為夜間接待員準(zhǔn)備的文具用品，夜間接待員到達(dá)時(shí)將進(jìn)行檢查。See manual on registration procedures and how to open a customersmanually, as well as the Fols or Fidelio IT procedur

9、al manual.PC 002PC 006PC 007PC 004PC 007PC 007SQ 002OQ PC 011DT SQ 012DT SQ 013:Signatures/簽字:Addressed to/收件人:Written by / 起草Stephanie MoreectronicIBIS China/宜必思中國Checked by/ 審核Anne-Claire BayadaElectronicIBIS China/宜必思中國Approved by/ 批準(zhǔn)Gilles LarriveElectronicIBIS China/宜必思中國QUALITY PROCEDUREMODULE

10、: QUALITY SYSTEMNo. SQ 016：2/4：0：17/07/2008:Signatures/簽字:Addressed to/收件人:Written by / 起草Stephanie MoreectronicIBIS China/宜必思中國Checked by/ 審核Anne-Claire BayadaElectronicIBIS China/宜必思中國Approved by/ 批準(zhǔn)Gilles LarriveElectronicIBIS China/宜必思中國Administrative risk行政風(fēng)險(xiǎn)Property safety安全Customer message /

11、顧客留言ephone call /參見手冊中有關(guān)登記程序及如何手工開具顧客的內(nèi)容，以及 Fols 或 Fidelio IT 程序手冊。 Have all foreign customers fill out aregistration card讓所有外國顧客填寫一份登記卡Provide envelopes for making deits to the safe.提供保險(xiǎn)箱存款用的信封。Messag/留言板Messag/留言板SEC 002SC 002PC 008OQ SEC 001DT SC 002QUALITY PROCEDUREMODULE: QUALITY SYSTEMNo. SQ 0

12、16：3/4：0：17/07/2008:Signatures/簽字:Addressed to/收件人:Written by / 起草Stephanie MoreectronicIBIS China/宜必思中國Checked by/ 審核Anne-Claire BayadaElectronicIBIS China/宜必思中國Approved by/ 批準(zhǔn)Gilles LarriveElectronicIBIS China/宜必思中國STAGE階段RISKYSIS風(fēng)險(xiǎn)分析PREVENTIVE MEASURES預(yù)防措施PROCEDURE程序RECORDSecondary sales輔助銷售The c

13、ustomers stay顧客居住No product沒有產(chǎn)品Product hygiene產(chǎn)品衛(wèi)生The switchboard isnt answering交換臺不答復(fù)The customer did not receive a wake-up call顧客沒有收到叫醒Breakfast not ready早餐沒有準(zhǔn)備好The room is not ready客房沒有準(zhǔn)備好FnB staff checks the quality and ty of food and beveragestock lefthe reception, and at night for the night re

14、ceptionist.餐廳檢查留在接待處食品和飲料存貨的質(zhì)量和數(shù)量，供夜間接待員在夜間使用。 Inspect stock dates and temperatures on a daily basis.Strictly and immedia y apply the hygiene laboratorysmendations.每天檢查存貨的日期和溫度。嚴(yán)格并立即實(shí)施衛(wèi)生 提供的建議。All receptionists have a mobile phone for when they are away from the desk.所有接待員在離開接待處時(shí)都持有一部 。Wake-up book + automatic wake- up calls叫醒簿 + 自動叫醒See “early-riser” section of the Heart of Ibis manual.參見 Ibis 手冊“早起者”部分。The housekeeper Manager or room maid informs the front office as rooms are available for stay over guest.當(dāng)客房已準(zhǔn)備就緒時(shí)，客房部經(jīng)理或客房