值班经理工作导向查2014-1-6.docVIP

杭州华美达酒店 Ramada Hangzhou 值班经理工作导向检查表 Manager On Duty Guideline Checklist 值班基本信息 General Information of Manager On Duty 值班日期 Date of MOD2014-1-6 值班经理姓名 Manager’s ame 孙毅 天气状况 Weather重要节日 Festival 无 值班时间Timing of MOD 星期一星期五从当日18点至次日9点星期六/星期日/节假日从当日9点至次日9点Monday-Friday: From 18:00 to 09:00 of the following day. Saturday/Sunday/Public Holiday: From 09:00 to 09:00 of the following day 值班前的准备工作 Start Your Duty Preparation reparation and procedure 说明与备注 Description Remark 步骤A. 告知宾客关系经理和总机，你是当日的值班经理。dentify yourself to operator and Guest Service Manager. 宾客关系经理 GS Manager 俞逸 步骤B. 值班经理须确保小灵通、手机处于开机状态。 Ensure your smart phone and mobile phone are switched on. DONE 步骤C. 询问总机当日的部当班领班、值班工程师是谁。 Check with operator who is duty security and engineer. 安全部领班值班工程师 熟读大副的记事本。 Familiarize GSM logbook collection serious event or complaint. DONE 步骤E. 今日大（会议/婚宴）Todays events ( Meeting/ Wedding). 在店大型会议 Confercence重要婚宴与活动 Wedding Activities 无 团队数量与最晚抵店/最早离店 Last group early c/o 无 步骤F. 检查酒店的住房率情况，房价及到达情况。 Check hotel occupancy situation, room rate and VIP arrivals. 入住率 Occupancy / % 平均房价 RevPAR / CNY 值班Responsibility on Duty 时间 Time 准备程序与项目 Program of preparation and procedure 说明与备注 Description Remark 18:00 - 20:00 在期间用一小时检查酒店大堂、餐厅，与客人交谈观察员工Spend 1 hour in lobby and restaurants, speaking to customers, observing staff. *每晚拜访客户不少于两位（限各消费类型宾客），使用值班文件附件《2QA》记录内容与信息，已拜访客户可选择性的赠送果盘或特饮。 Visiting the guest all of less than 2 person, fill the form can present fruits or soft drink to your visiting guest. 仪容仪表 Appearance DONE 服务标准 Service Standard DONE 微笑与热情 Smile passion DONE 值班经理工作导向检查表 Manager On Duty Guideline Checklist 值班Responsibility on Duty 时间 Time 准备程序与项目 Program of preparation and procedure 说明与备注 Description Remark 18:00 - 20:00 选择一个消防通道，并从走至检查是否所有的消防门无阻碍物或无消防标示缺失。Choose escape and walk from 8 -2 floor checking doors for any obstruction or evacuation signage. DONE 检查酒店周边的安保情况停车场酒店外围的照明坏境，车道的清洁以及酒店标牌。Check security stations, parking, ou