酒店前厅前台接待服务手册 GSA-009 Disable Guest Room 残疾客人.doc

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1、前厅前台接待服务手册国际酒店前厅部服务程序Front Office STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。 Resor

2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店Policy Number 序号:GSA/P&P-D009Effective Date 实施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 废止号 :Prepared By 制定人 :Front Office Mgr.前厅部经理Disable Guest 残疾客人Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 of 2Objective 目标:T

3、o provide specifically convenient service and standard of hospitality for disabled guests. 为残疾客人提供特殊的方便的热情的服务。Procedures 程序: Disable rooms are rooms with special facilities for the convenient of disable guests.残疾人房间是有特殊设施的为残疾客人提供方便的房间。While all guests deserve individual attention, disable guests can

4、 have particular needs that require extra effort on the part of staff. Our goal is to meet these needs to the best of our ability and to make the disable guests stay as pleasant as possible. This policy affects the front office staff and PSB operations.1. Usually, disable guests will request disable

5、 facilities when they make their reservation. If no note is attached to the registration card, then use your own judgement to identify a disable guest. Do not ask the guest if he or she is disabled.通常，在残疾客人做预定时会要求残疾房间。如果没有登记，运用你的判断力去鉴别是否是残疾人，不要询问客人是否残疾。2. The following categories should be considere

6、d for a disabled guest room:以下几类将被分派到残疾人房间a) Blind guest 盲人b) Deaf guest 聋哑人c) Physically impaired (wheelchair) 肢体残疾（轮椅）3. The Reservation Manager and Duty Manager or GRO will hold the accessible rooms for use by disabled guests. 预定经理和值班经理或宾客关系主任应为残疾客人提供就近的房间。4. The requirement of disable room shoul

7、d be noted in Opera and Reservation Sheet upon making reservations.凡是残疾人房间预定的需要在电脑系统与预定单上标明5. Guest Service Agent Shift Leader will review the disabled room blockage daily. 前台领班每天要检查残疾人房的锁房情况。6. The Concierge will always have two (2 ) wheelchairs for use by disabled guests.礼宾部要为残疾客人备有2部轮椅。7. Disable

8、 guests should be paid special attention during their stay in the hotel. In the case of a hotel emergency such as a fire, we must help the disable guest evacuate the building. In the case of a guest emergency, such as a medical crisis, we must help the disable guest receive proper treatment. 残疾客人在他们

9、入住期间要特别关注。酒店一旦发生紧急情况，像火灾，我们必须帮助残疾客人离开酒店。一旦客人发生紧急情况，像突发疾病，我们要帮助客人接受正当的治疗。8. Sometimes elderly people, though not specifically disable, benefit from the use of disable facilities. If we judge that an elderly guest would have difficulty negotiating stairs or evacuating the building in an emergency situ

10、ation, we may choose to follow this procedure for that guest.有时候一些老年人虽然没有特殊的残疾，也可以享受同样的待遇。如果我们可以判断出老年人可能走路有困难或者在紧急情况下撤离有困难，我们也可以为那些客人选择这个程序。9. While the names and room numbers of disable guests must be available to key personnel, sensitivity to the guest is crucial. Do not write “Disable” on the reg

11、istration card until after the guest has filled it out. For computerised properties, this information should be entered into the computer.残疾客人的姓名和房间号码要保密。这些客人很敏感。不要把“残疾”写在登记单上除非客人自己写上。这些信息可以记录在电脑里。10. Following registration, escort the disable guest to his or her room and personally explain the disa

12、ble facilities.完成登记后，引领残疾客人到他/她的房间并亲自解释残疾设施。11. Give Guest Service Center two copies of a list that gives the name, room number, and type of handicap of each disable guest. In case of an emergency, Guest Service Center gives one copy of this list to the emergency command station. Guest Service Cente

13、r also alerts the GSA if the guest requires assistance in his or her room. GSA must respond immediately to such calls for aid.给前台两份名单包括姓名，房号和残疾客人的残障类型。一大繁盛紧急情况，前台要把一份名单交给紧急情况指挥中心。前台同样要警惕如果客人在他/她的房间里寻求帮助。前台要立即回应要求帮助者。酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP附件：酒店各部门组织架构总经理办公室:GM 人力资源部:HR

14、 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写Board Chairman (Director) 董事长GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 FO-FRONT OFFICE 前厅部DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FOM-FRONT OFFICE MANAGER 前厅部经理 F&B-FOOD&BEVERAGE 餐饮部 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINANCIAL DEPARTMENT 财务部 FC-FINANCIAL CONTROLLER财务总监 A.T.K Administrative total kitchen行政总厨 Revenue Manager收益管理经理 RECP-RECEPTION 接待处 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店管理之家