MOD procedure普陀山祥生大酒店.docVIP

MOD Procedures 值班经理值班程序 At the beginning of shift 值班开始时: Obtain radio, confirm on-duty status with PBX and Front Desk. 领取无线传呼设备，与总机，前厅确认值班。 Review the GRO Log book, notice any work requests, guest complaints, and other significant event which may require the attention of MOD during the succeeding shift. 阅读客服经理交班本，查看其中需在随后的值班工作中注意的有关工作需求，客人投诉或其他重要事宜。 Get MOD check list and logbook at the Front Desk. 在前台领取MOD 检查表及交班本 Check-in the name in Fidelio for MOD house-use room from Front Office. 登记名字，并领取自用房。 During the Shift 当班期间: Review daily arrival/departure forecast. 查阅每日抵店/离店预测 Review vip arrivals /in house list. 查阅VIP 抵店/在店客人清单 Review groups in house binder and status. 查阅在店团队信息资料本，了解入住情况 Review privacy /DND requests 查阅客人是否有个人隐私/DND 要求 Review front office and security logs four past and next 24-hours. 查阅前厅和保安部前4 小时及未来24 小时的记录 Review current traffic status and anticipated airport flight delays. 查阅当前车辆使用情况及航班信息情况 Make the inspection tour, Check access, security and cleanliness conditions of all hotels entrances and parking areas，and note the time on the checklist. Use this opportunity to greet and communicate with hotel staff and get any feedback or complaints requiring your attention. 巡查酒店，检查酒店各入口处及停车处的卫生情况，并填写检查表。在此期间和酒店员工交流沟通并收集 反馈意见或需要处理的客人投诉事件。 Have any deficiencies corrected as soon as possible. 及时改正不足之处。 After handing any guest complaints relayed of you, check back with guest within 20 minutes to make sure guest has received satisfactory services. 在处理完接手的客人投诉后，MOD 要在20 分钟内和客人再次联系，确保客人的问题已得到满意的解决。  With the assistance of FO staff, select the vacant guest rooms for inspection purpose. 在前台员工的协助下，选择尚未入住的客房进行检查。 Whenever MOD walk around or have meal in one of hotel’s dining area, observe the service and food quality. MOD 经过或在餐厅进餐时，须仔细观察餐厅的服务及食品质量。 Make sure the areas need to be locked have been secured properly. 确保需锁门区域的安全性。 Ensure that the hotel’s safe, safety deposit box room, offices in office building are secure after hours 确保酒店的保险箱、保险箱室的安全性；确保综合楼内各办