酒店前厅部会议管理制度FO-Conference-Management.docVIP

FO conference management system前厅部会议管理制度 Daily Meeting每日例会 The purpose and content: the daily handover of work, hotels and department`s procedures and the release of the system Publicizing, service case sharing and learning. 目的和内容：进行日常工作交接，酒店和部门规程和制度的发布、宣贯，服务案例的分享和学习等； Participants: Department Manager, Guest Service Manager/ Guest Services Officer, Section head or the designated personnel. 与会人员：部门经理、宾客服务经理/宾客服务主任、分部负责人或指定人员； Meeting time: Monday to Friday, at 10:30, the time should be controlled within 30-45 minutes. 会议时间：星期一到星期五，每日10：30，时间应控制在30—45分钟之间； The daily meeting is presided by the FOM at the back office, if FOM does work that day, the top management of the FO will organize and preside over the meeting. Business Center personnel is responsible for recording minutes of meetings, if business center staff does not work that day, Executive Floor personnel is not responsible for recording instead. 由前厅经理主持，在部门办公室举行。如果前厅经理不在，则当日前厅部最高管理者组织并主持会议。商务中心参加会议人员负责记录当天的会议记录，商务中心人员不在由行政楼层人员负责记录。 The content of meeting会议内容： The front desk has to report the room sales, selling policy, banquet, service conditions, Due in and Due out, the VIP, regular customer, group and precautions, special events communications. 前台汇报前一日的客房销售、增销情况、当日的卖房政策、当日宴会通报、服务情况、当日预抵和预退VIP、熟客、团队及注意事项，特别事件通报； Concierge, Service Center, Business Center have to report the previous day and the date of service status. 礼宾部、总机、商务中心汇报前一日和当日服务的情况； Guest Service Manager / Guest Services officer to report on complaints and guest comments and other special events communications. 宾客服务经理/宾客服务主任汇报投诉及处理、顾客意见及其它特殊事件通报； FOM comments at the meeting, and informs all sections the latest rules and regulations of the hotel and other information, make work arrangement for entire sections of FO. 前厅经理点评、小结工作，通报酒店最新规章制度和其它信息，并对部门整体工作进行布置安排； The meetings shall be issued the same day, but the content of meeting and requirements should be implemented immediately afterwards. The person in charge of each section has to ensure the delive