1、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
2、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：1. 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- Ro
3、oms 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2. Supervise and manually update the last print-out of the following contingency reports to be produced from the latest back-up disk before
4、 the breakdown:从系统发生故障前最新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 ro
5、oms) 房间列表报表（所有房间）3. Update the Registered Guests reports by obtaining information from the Arrival Report for guests who have checkin 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
6、理了入店手续的客人以及离店客人的信息进行更新。 4. 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5. Assign one Front Desk staff to inform concerned departments / sections about guests checkout so that no more
7、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。6. Ensure that having checked-out each guests, the front desk staff will put a “VD” remark in the Room List report and inform Housekeeping Department to clean the room. When the room is ready for sale, the Houseke
8、eping Department will report to Front Desk who will change the room status to “VR”. The Front Desk staff will mark off the Room List and update the Registered Guests reports whenever a room is sold.每当有客人离店时，前台员工需要在房间列表报表上对相应的房间做出“VD（ 空的需要清洁的房间）”标记，并通知客房部打扫房间。当房间清洁完毕，可以出售时，客房部通知前台，并由前台员工将房间列表报表上的相对应房
9、间的状态改成“VR（空的可以出售）”，前台员工在卖出一间房间后，需要及时在房间列表报表上做出标记并更新在店客人报表。7. Ensure that the Arrival Report is updated manually at all times by inserting the room numbers next to the name of the guest and this report is to be kept in the Front Desk for input into the computer system when the system is back in opera
10、tion.确保预计抵达客人报表随时都在手工更新，更新时要在客人姓名后插入房间号码，这份报表需要一起保存到电脑系统恢复运行时，并由前台员工依照报表上的信息输入到电脑系统中。8. Assign one Front Desk staff to sort out all the guest checks by floor for that day. The guest folio balance up to the room charges for the preceding day can be obtained from the Guest Ledger Trial Balance report.
11、 All F the cashier will close the check in POS system. For any guest ledger charges, the cashier can use offline to close the check.一旦系统恢复正常，服务员必须在点菜机上输入并打印帐单，收银员必须在 POS系统中关闭帐单，如果要对客人帐单进行挂帐处理，收银员可以使用离线来关闭客人帐单。All manual check must be attached with the correspondence printed checks .Especially for th
12、ose checks settled by guest ledger. 所有手工的帐单必须附上相对应的系统打印出来的帐单，特别是挂客帐的帐单。Emergency Plan Holidex Holidex 的应急计划1. The IT Manager, Director of Rooms, Director of Finance & Business Support and Revenue Manager should be informed immediately.系统出现问题后，应当及时通知信息技术部经理，房务总监，财务总监和收益管理经理。2. The Reservation staff s
13、hould inform Holidex system Reservation Center in Guangzhou, China, the telephone number is 8008306368预订部员工应该通知 Holidex 中国区预订中心，号码为 80083063683. At the same time, the Reservation staff should inform the Holidex Administrator in Asia Pacific Office and get the following reports by fax for maintaining
14、 normal operation.在同一时间，预订部员工就通知亚太区 Holidex 系统的管理员，并通过传真机得到以下报表以实现正常运作。a) The previous days LCU (List of Commission Update) and LPU (List of Priority Club Update).前一天的 LCU（更新的佣金列表）报表和 LPU（更新的优悦会会员）报表b) The present day and next days LEA (List of Expected Arrivals).当天和第二天的 LEA（预计抵达客人列表）c) The present
15、days LCD (List of Commission Departures) and LPD (List of Priority Club Departures).当天的 LCD（已离店客人佣金报表）和 LPD（已离店优悦会会员的列表）d) The next days LCA (List of Commission Arrivals) and LPA (List of Priority Club Arrivals).第二天的 LCA（已到店客人的佣金列表）和 LPA（已到店优悦会会员报表）e) GNR (Reservation Orders).GNR（预订单）f) VID (View Da
16、ily Inventory) for the present day and the next three days onward.当天和以后三天的 VID（每日房间信息列表）4. Record the Holidex bookings and complete the LCU report and send back to Asia Pacific Office for processing.记录下 Holidex 中的预订信息并完成 LCU 报表，然后发送回亚太区办公室进行处理。5. Update the LPU report to calculate the Priority Club
17、Points for in-house guests and send back to Asia Pacific Office for processing.更新 LPU 报表并记算出在店客人优悦会员的累计分数，然后发送回亚太区办室进行处理。6. For handling of Priority Club enquiries, Reservation staff should contact the Priority Club Center directly.在处理优悦会会员的咨询时，预订部员工必须直接联系优悦会会员中心。7. Reservation Manager should check
18、the daily forecast against the VID report to make sure that the Holidex Inventory is under control. For any change of the room inventory in the Holidex, Reservation Manager should inform Asia Pacific Office to update the Hotel.预订部经理必须根据 VID 报表对每日预记的住房率进行检查，必须确保Holidex 中的房间清单处在良好的控制之下，Holidex 中如果有任何的
19、房间信息的更改，预订部经理必须通知亚太区办公室以更新酒店信息。8. For handling onward reservation for sister hotels, Reservation staff should directly contact the concerned sister hotel by telephone or by fax. Booking can also be referred to the Reservation Center. Written confirmation should be obtained and presented to guests.处理
20、集团内部酒店的预订信息时，预订部员工应通过电话或传真直接联系相关的酒店，此预订应该被发送到预订中心，写下确认号并呈交给客人。9. Once the Holidex system is up, Reservation staff should inform the Holidex Administrator in Asia Pacific Office to stop sending the reports to the hotel via fax.在 Holidex 恢复正常运行后，预订部员工必须通知亚太区办公室的Holidex 管理员，以停止通过传真发送报表。Emergency Plan L
21、ifts 应急计划_电梯1. Staff who discovered the breakdown To inform the Service Center staff immediately by identifying himself/herself and giving exact details of the breakdown.如果员工发现故障，应立即通知客户服务中心员工并告知自己的身份，并且将故障现象明确地描述给客户服务中心的员工。2. Service Center staff - To inform the following:客户服务中心员工 - 应通知以下人员：a. Gene
22、ral Manager 总经理b. Manager on Duty 当天值班经理c. Chief Engineer 总工程师d. Director of Rooms 房务总监e. Security Manager 保安部经理f. Executive Housekeeper 行政管家g. Director of F&B 餐饮部总监3. Engineering Department 工程部- To contact the supplier of the lifts immediately.立刻联系电梯的供应商。- To go to the location of the breakdown for
23、 investigation and rectification.立即前往故障发生地点，对故障原因进行调查并着手解决问题。- To inform the General Manager, Director of Rooms and Manager on Duty about the progress and status.将故障解决的过程和状态通知总经理，房务总监及当日值班经理。4. Front Office Department 前厅部- To assign Bellman to direct all guests to use staff elevators or staircases.指
24、派行李员指引客人使用员工电梯或步行梯- To instruct the Front Desk staff on how to deal with guest inquiries.指示前台员工对客人的询问做出适当的解答。5. Security Department 保安部- To assign security staff to hotel lobby, exit points within the hotel, staircases etc to ensure the security of the hotel.指派保安部员工前往酒店大堂、紧急出口、步行梯等处，确保酒店的安全。6. House
25、keeping Department 客房部- Assign floor supervisors and room attendants on each floor to direct guests to use the staff elevators and/or staircases.指派楼层主管和每个楼层的服务员指引客人使用员工电梯和/或步行梯。7. Food & Beverage Department 餐饮部- To assign all F&B outlet staff to direct guests to use the staff elevators and/or stairc
26、ases.指派所有餐厅各站点的员工指引客人使用员工电梯和/或步行梯。Emergency Plan In-House Paging System 应急计划-酒店寻呼1. Service Center staff should have a complete list of hand phone numbers of key hotel staff for emergency contact purposes.客户中心员工必须有一份酒店重要人员的手机号码清单用在紧急情况下与相关人员进行联系。2. Once the In-House paging system is found to be out
27、of order, the Service Center staff should inform the IT staff on duty and the Duty Engineer for immediate checking and rectification.如果酒店传呼系统发生故障，客户中心员工应立即通知信息技术部当班员工和工程师值班工程师对故障进行检查并着手解决问题。3. Service Center staff should inform the Manager on Duty and Department Heads of the breakdown.客户中心员工应将故障通知当日值班经理和各部门负责人。4. During the breakdown period, communication will be through house phones and hand phones.在故障发生期间，所有通讯将依靠酒店分机和手机。5. Once the system is back in operation, the Service Center staff should immediately inform the Manager on Duty and Department Heads.当运行正常后，客户中心员工应立即通知当日值班经理和各部门负责人。
