酒店各部门应急计划操作程序[精选].doc

酒店各部门应急计划操作程序 Objective 目标： To ensure that the hotel and all staff are adequately prepared for any emergencies that may arise. 确定酒店所有部门及员工对可能出现的紧急情况有充分的准备。 Procedure 程序： In the event of a computer stoppage, the hotel will continue to function on a manual basis until the computer system is restored. 在电脑系统发生故障期间，酒店所有部门将会采取手工操作程序，直到电脑系统恢复为止。 Front Desk 前台 The Front Office Duty Manager will carry out the following task: 前厅部值班经理将会执行以下任务： Advise the following key personnel immediately: 立刻通知以下关主要相关人员： - IT Manager / IT Co-coordinator on Duty 信息技术部经理或信息技术部值班 人员 - General Manager 总经理 - Director of Finance 财务总监 - Rooms Division Manager 房务总监 Front Office Manager 前厅部经理 - Executive Housekeeper 客房部行政管家 - Manager on Duty 行政值班经理 Service Centre Staff 客户中心员工 Outlet Cashiers 各站点收银员 Supervise and manually update the last print-out of the following contingency reports to be produced from the latest back-up disk before the breakdown: 从系统发生故障前必威体育精装版的备份磁盘上打印出来以下报表，并准备开始手工更新： - Registered Guests (By Name) 在店客人报表（按名称排序） - Registered Guests (By Room Number) 在店客人报表 （按房间号码排序） Arrival Report 预计抵达客人报表 Departure Report 预计离店客人报表 Folios for departing guests 所有预计离店客人的明细帐单 Guest Ledger Trial Balance 客帐余额报表 Room Lists (for all rooms) 房间列表报表（所有房间） Update the Registered Guests reports by obtaining information from the Arrival Report for guests who have check–in after the last printout and from the Front Desk staff for the guests who have checkout after the last printout. 根据预计抵达客人报表中的信息对已登记客人报表中内容进行检查更新，并通过从前台接待处了解的信息，对在报表打印后办理了入店手续的客人以及离店客人的信息进行更新。 Update the Room List report through telephone communication with Housekeeping Department and feedback from Front Desk staff. 通过前台员工的回馈信息，并通过电话与客房部进行沟通，以此来更新房间列表报表 Assign one Front Desk staff to inform concerned departments / sections about guests’ checkout so that no more charges to the guest folio. 指定一名前台员工将已离店客人的信息通知相关的部门，避免客人办理离店手续后，在其他营业站点的消费被当成在店客人的客帐处理。 Ensure that having checked-out each guests, the front desk sta