AM-0007 OVERNIGHT SHIFT DUTIES洲际大堂副理夜班职责.docVIP

Guest Expectation 客人期望: I expect the hotel to provide 24 hours security for me and my belongings with respect for my privacy. I also expect a range of services and facilities to be open which suit my personal requirements. 我希望酒店能出于我隐私考虑，为我的人身财产提供24小时安全保障。我也希望按我个人要求为我提供服务及相关设备。 Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要？ Answers答案: Guest can experience our efficient and accurate service. 客人能感受到我们高效无误的服务。 We must maximize guest satisfaction. 我们必须使客人满意度最大化。 Avoid guest complaints. 要避免客人投诉。 Demonstrate my professionalism. 展示我的职业道德。 STEPS步骤 How /Standards标准 Training Question培训的问题 1) Overnight Duties夜班职责 Report on duty.报到上班。 Take over the Walkie Talkie and Hotel Master Key from afternoon shift and conduct a Department briefing.接过中班大堂副理的对讲机和酒店万能钥匙，并做部门简报。 Follow up Trace Report and the Logbook.跟进跟踪报表及大副日志。 Review Expected Arrival Report and greet all VIP’s.查看预到报表并安排接待所有的VIP。 Check room availability.查询剩余房间。 Check No-Shows. 查看应到未到客人。 Check Room status. 查看房态 Check room discrepancy report.查看房间差异报告。 Check Permanent folio. 查看永久帐户。 .Check high balance report. 查看高余额报表。 Check room rate variance report.查看房价差异报表。 Close the POS. 关闭POS。 Run system according to Night Auditing Procedure.按夜审程序运行系统。 Check Interface Lost Posting. 查看转换挂帐记录。 Why does the Night Manager have to conduct a department briefing? 为什么夜班经理要做部门简报？ How do I have to follow up the Trace Report? 我如何跟进跟踪报表？ Why do we need to print out VCI room report?为什么我们要打印VCI房间报表？ What is a discrepancy report?什么是差异报告？ What is a permanent folio?什么是永久帐户？ What is a high balance?什么是高余额？ What should we do if we found a variance in the room rate?如果发现房价差异，我们该怎么办？ How do I have to close the POS properly?我如何正确地关闭POS？ How do I have to run the system? 我如何运行该系统？ Follow up the Reservation tasks跟进预订任务: Room allocation 分房 Early Arrival/Rush Rooms早到/抢房 Prepare the Registration Card and keys准备登记卡及钥匙 VIP Assignment VIP安排 Print the morning reports.打印晨报。 Verify Manager’s Report. 核实经理的报表。 Inspect the lobby and