[企业管理]一个六星级酒店的运作手册.doc

Rosewood Hotels Resorts Minimum Operating Guidelines  Rosewood Minimum Operating Guidelines TABLE OF CONTENTS Introduction 9 Directions for Use 11 AMENITIES 12 FLORIST 12 ADMINISTRATION 12 PUBLIC AREA DISPLAYS 12 INVOICING 12 CHILDREN’S PROGRAMME 13 WELCOME 13 STAFF AWARENESS 13 SERVICES AVAILABLE 13 CHILDREN’S TOYS AVAILABLE 13 GUEST ROOMS AND FURNISHINGS 14 PROPERTY SAFETY 14 CHILDPROOFING OF GUEST ROOMS 14 CHILDREN’S AMENITIES 15 KID’S CLUB 16 KIDS CLUB AGE LIMITS 16 KIDS CLUB WAIVER RELEASES 16 KIDS CLUB DROP OFF AND PICK UP 16 QUALIFICATION OF STAFF 16 PROGRAMMED ACTIVITIES 16 KIDS CLUB CLEANLINESS 17 SANITATION 17 ACTIVITIES EQUIPMENT 17 CHILDREN WHO BECOME ILL 17 GOVERNMENT STANDARDS FOR PLAY AREA 17 STAFF TO CHILD RATIO 17 SPA FITNESS CENTER 18 EMPLOYEE QUALIFICATIONS 18 SIGNAGE 18 FITNESS CENTER PROGRAMS, IF APPLICABLE 18 EXERCISE CLASSROOMS, IF APPLICABLE 18 EQUIPMENT MAINTENANCE 19 FREE WEIGHTS 19 RACQUET COURTS, IF APPLICABLE 19 WATER 19 TOWELS 19 MUSIC TELEVISION 19 GUEST WAIVER 19 APPOINTMENTS 20 CHARGE TICKETS 20 MERCHANDISING 21 DISPLAYING MERCHANDISE 22 TRAFFIC FLOW 22 LABELED LOGO ITEMS 23 PERISHABLE ITEMS FOOD PRODUCTS, IF APPLICABLE 23 DATED PRODUCTS, IF APPLICABLE 23 CLOTHING ALTERATIONS, IF APPLICABLE 23 WORK AREAS COUNTER 23 REFUNDS 23 RESTOCKING 23 PRODUCT KNOWLEDGE 23 DRESSING AREA, IF APPLICABLE 23 SHOP CLEANLINESS 24 SIGNAGE 24 FOOD BEVERAGE – Front of the House 25 BREAKFAST, LUNCHEON AND DINNER SERVICE 25 PHYSICAL SPACE 25 DRINKS 25 RESERVATIONS 26 WELCOME 26 GUEST TABLESIDE GREETING 26 REMOVAL OF EXTRA SETTING 26 WATER SERVICE, IF APPLICABLE 26 COCKTAIL ORDER 27 BEVERAGES 27 MENUS 27 UPSELLING 27 SERVICE 28 WINE CHAMPAGNE SERVICE 28 TABLE SIDE SERVICE, IF APPLICABLE 29 APPETIZER SERVICE 29 ENTRéE SERVICE 29 DESSERT SERVICE 29 ABSENCE OF GUEST AT TABLE 30 CRUMB TABLE 30 FINGER TOWELS OR BOWLS 30 TABLE MAINTENANCE 30 CHINA AND GLASSWARE REMOVAL 30 CIGARETTE SERVICE, IF APPLICABLE 31 CHECK PRESENTATION 31 SEQUENCE OF BREAKFAST SE