酒店餐飲部服務(wù)員操作培訓(xùn) 餐飲部快速服務(wù)程序FO-ES-018-叫醒服務(wù)Wake Up Calls

1、酒店管理手冊(cè)餐飲部快速服務(wù)程序酒店管理之家酒店餐飲酒店管理之家FOOD & Beverage餐飲部標(biāo)準(zhǔn)操作程序Policy & Procedure酒店管理之家國(guó)際酒店管理手冊(cè)餐飲總監(jiān)全面負(fù)責(zé)餐飲部的總體行政管理和運(yùn)營(yíng)，直接對(duì)總經(jīng)理負(fù)責(zé)，負(fù)責(zé)制定餐飲部長(zhǎng)期、短期的年度和月度計(jì)劃，執(zhí)行質(zhì)量標(biāo)準(zhǔn)，組織、督促完成各項(xiàng)任務(wù)和經(jīng)營(yíng)指標(biāo)，保證員工工作表現(xiàn)良好，確?？腿藢?duì)我們的服務(wù)感到滿意；并對(duì)月度、年度經(jīng)營(yíng)情況作分析并報(bào)總經(jīng)理。負(fù)責(zé)分析餐飲市場(chǎng)，制定餐飲促銷計(jì)劃和長(zhǎng)、短期經(jīng)營(yíng)預(yù)算，主持建立并完善各項(xiàng)規(guī)章制度、服務(wù)程序及標(biāo)準(zhǔn)，并指揮實(shí)施；根據(jù)飯店客源狀況和市場(chǎng)變化，與市場(chǎng)銷售總監(jiān)及行政總廚（廚師長(zhǎng)）共同制訂全

2、年及各月、各季食品節(jié)、食品周活動(dòng)計(jì)劃及推銷計(jì)劃；并嚴(yán)格檢查、督導(dǎo)下屬各分部日常經(jīng)營(yíng)、管理工作。定期深入各部門聽(tīng)取匯報(bào)并檢查工作情況，宏觀控制餐飲部收支狀況，監(jiān)督采購(gòu)及盤點(diǎn)，進(jìn)行有效的成本控制。餐飲部經(jīng)理崗位職責(zé)：全面負(fù)責(zé)餐飲部的食品飲料生產(chǎn)和服務(wù)的計(jì)劃、組織和管理工作，保證日常業(yè)務(wù)正常地開展；與主廚師長(zhǎng)一起進(jìn)行菜單的籌劃和確定菜肴的價(jià)格，不斷推出新的菜肴品種；研究餐飲市場(chǎng)的動(dòng)態(tài)和顧客的需求，有針對(duì)性地開發(fā)和改善餐飲產(chǎn)品服務(wù)；指揮主廚師長(zhǎng)對(duì)廚房生產(chǎn)作好周密的計(jì)劃，組織廚房生產(chǎn)，提高菜肴質(zhì)量、減少生產(chǎn)中的浪費(fèi)；督導(dǎo)餐廳、酒吧和廳面經(jīng)理組織好餐飲的服務(wù)工作，提高餐飲服務(wù)質(zhì)量；加強(qiáng)對(duì)膳務(wù)管理的領(lǐng)導(dǎo)，做

3、好保障餐飲生產(chǎn)、服務(wù)的后勤工作。每周與廚師長(zhǎng)、采購(gòu)員一起巡視市場(chǎng)，檢查庫(kù)存物資，了解存貨和市場(chǎng)行情，對(duì)餐飲物資和設(shè)備的采購(gòu)、驗(yàn)收和貯存進(jìn)行嚴(yán)格的控制；全面負(fù)責(zé)餐飲成本和費(fèi)用的控制。每周召開餐飲成本分析會(huì)，審查菜肴和酒水的成本情況；計(jì)劃和組織餐飲的推銷活動(dòng)，擴(kuò)大餐飲銷售渠道，增加餐飲收入；都督餐飲區(qū)的環(huán)境衛(wèi)生管理，餐具和食品衛(wèi)生管理和安全防火管理工作。10）全面負(fù)責(zé)餐飲部人員的勞動(dòng)組織和安排，對(duì)本部門職工的工作表現(xiàn)進(jìn)行評(píng)估，監(jiān)督部門培訓(xùn)計(jì)劃的執(zhí)行，實(shí)施有效的激勵(lì)手段。STANDARD OPERATING PROCEDURES標(biāo)準(zhǔn)操作程序Subject: Wake Up Call Effectiv

4、e Date: Policy No: FO-ES-018Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjectives目標(biāo)To provide on time and warm wake up call service to all in house guest.為所有的住店客人提供準(zhǔn)時(shí)的叫醒服務(wù)。Policy Statement政策闡述It is the policy of the hotel

5、 to provide on time and warm wake up call service to all in house guests.這是酒店為所有住店客人提供準(zhǔn)時(shí)的叫醒服務(wù)的政策。Procedures - Taking Wake Up Call Request程序要求叫醒服務(wù)When a guest request a wake up call, record down the following onto the Wake Up Call Record Report:客人要求叫醒服務(wù)時(shí)，記錄下如下要求：a) Guest Name客人名字b) Room Number房間號(hào)碼c)

6、Wake Up Call Time叫醒的時(shí)間d) Offer for second wake up calle) Offering additional assistanceRepeat the information to assure accuracy:重復(fù)信息以確定其準(zhǔn)確性 Mr. Lee, Your room number is xxxx and you requested wake up at 08.00 PM and 8.05 PM for the second wake up call. Is there anything else that I can do for you,

7、Mr Lee ?Guest name should be checked with the computer system to ensure that the correct room number has been recorded.客人名字應(yīng)該在計(jì)算機(jī)系統(tǒng)中被檢查以確保正確的房間號(hào)碼記錄。If there is any discrepancy, call the guest immediately to clarify.如果有任何差異，聯(lián)系客人以立即得到澄清。If the guest request wake up call for a number of days, record th

8、e information to the daily Wake Up Call Record Report respectively and write the information in the logbook如果客人數(shù)日的叫醒服務(wù)，每天分別記錄相關(guān)信息并在日志本上記錄。Procedures - Wake Up Call程序叫醒電話The Express Services has to review the Wake Up Call Record Report and Group Rooming list, to program the wake up call requests into

9、 the PABX Automatic Wake Up Call System.電話接線員檢查叫醒記錄報(bào)告和團(tuán)隊(duì)房間表，以在自動(dòng)交換機(jī)上制定自動(dòng)叫醒程序。The Express Services on night shift checks all programmed requests by referring to the Wake Up Call Record Report and Group Rooming List.夜班接線員根據(jù)相關(guān)的叫醒激烈路報(bào)告和團(tuán)隊(duì)房間表，檢查所有指定的程序At the PABX system, the activity report of Wake Up Ca

10、ll service is printed continuously, the Express Service Agent constantly reviews the report to check that the wake up call service is answered.在自動(dòng)交換機(jī)上，叫醒服務(wù)的報(bào)告不斷的被打印出來(lái)，電話接線員不斷檢查報(bào)告以便落實(shí)叫醒服務(wù)被回答。Procedures - Unanswered Wake Up Call程序未被回答的叫醒電話The PABX system will generate a call to the Express Services th

11、rough the Automatic Wake up Call Service System if there is any unanswered wake up call; the telephone operator has to take immediate action to follow up.如果有任何沒(méi)有被回答上的叫醒服務(wù)自動(dòng)交換機(jī)通過(guò)自動(dòng)交換服務(wù)系統(tǒng)將產(chǎn)生一個(gè)電話給接線員，接線員將立刻采取行動(dòng)。Inform the Hotel Assistant Manager to double check to the guest room avoid any incident happen.HAM should report back to Express Services for physical checking to the guest room.Record the outcome onto the Wake Up Call Report for reference.在叫醒報(bào)告上做記錄以備參考。The Wake Up Call Report is filed for reference for a 3 months period.歸檔近3個(gè)月的叫醒報(bào)告。Records記錄Wake up