《国际酒店操作标准(英文版)》(162页).docVIP

ＩＮＴＥＲＮＡＴＩＯＮＡＬ　ＯＰＥＲＡＴＩＯＮＡＬ　ＳＴＡＮＤＡＲＤＳ　ＭＡＮＵＡＬ TABLE OF CONTENTS DIVISION: HUMAN RESOURCES 6 SUBJECT: GUEST HOSPITALITY AND GUIDING PRINCIPLES 6SUBJECT: APPEARANCE, BEHAVIOUR AND ATTITUDE 7SUBJECT: RESOLVE COMPLAINTS 8SUBJECT: TIP / GRATUITY 9SUBJECT: STAFF UNIFORM – male 10SUBJECT: STAFF UNIFORM – female 12SUBJECT: EQUAL OPPORTUNITY / EMPLOYEE RIGHTS 14SUBJECT: STAFF CHANGING FACILITIES/STAFF DINING/SOCIAL 15DIVISION: ROOMS 16SUBJECT: GENERAL STANDARD 16SUBJECT: TAKING RESERVATIONS 18SUBJECT: WAIT LIST 20SUBJECT: GUARANTEE STATUS 21SUBJECT: SPECIAL REQUESTS 22SUBJECT: GUEST HISTORY 23SUBJECT: AMENITY REQUESTS 24SUBJECT: DIRECT BILL REQUEST 25SUBJECT: TRAVEL AGENT RESERVATIONS 26SUBJECT: RESERVATIONS FOR GUESTS WITH DISABILITIES 27SUBJECT: VIP RESERVATIONS 28SUBJECT: COMPLIMENTARY ROOM REQUESTS 29SUBJECT: EMPLOYEE ROOM REQUESTS 30SUBJECT: CHANGES TO EXISTING RESERVATIONS 31SUBJECT: CANCELLATIONS 32SUBJECT: NO-SHOWS 33SUBJECT: ADVANCED DEPOSITS 34SUBJECT: REFUND ADVANCED DEPOSITS 35SUBJECT: DOORMAN: ARRIVAL AND DEPARTURE 36SUBJECT: VALET PARKING 37SUBJECT: FRONT DESK CHECK- IN 38SUBJECT: FRONT DESK CHECKOUT 39SUBJECT: GUEST RELOCATION POLICIES 40SUBJECT: RECEPTIONIST CHECK-IN 41SUBJECT: BELLMAN CHECKOUT 43SUBJECT: NO-SMOKING ROOMS 44SUBJECT: ADDITIONAL GUEST SERVICES 45SUBJECT: VIP – TREATMENT AND AMENITIES 46SUBJECT: FOREIGN GUEST AMENITIES 47SUBJECT: NEWSPAPERS 48SUBJECT: SHOESHINES 49SUBJECT: DOORMAN: DIRECT TRAFFIC 50SUBJECT: DOORMAN: ORDER TAXI 51SUBJECT: DOORMAN: MISCELLANEOUS 52SUBJECT: GENERAL STANDARDS 53SUBJECT: GUEST AMENITIES/SUNDRIES 56SUBJECT: HANDLE GUEST INQUIRIES/REQUESTS 57SUBJECT: GUEST RELATIONS 58SUBJECT: GUEST MAIL 59SUBJECT: GUEST FACSIMILES 60SUBJECT: DELIVERY / COURIER SERVICES 61SUBJECT: AIRLINE RESERVATIONS 62SUBJECT: ATTRACTION TICKETS 64SUBJECT: DINING RESERVATIONS 65SUBJECT: AIRPORT SIGNAGE / CHAUFFEUR SERVICE 66SUBJECT: MAPS AND DIRECTIONS 67SUBJECT: MEDICAL SERVICES 68SUBJECT: GENERAL SERVICES 69SUBJECT: ENTER ROOMS 70SUBJECT: DND ROOMS