1、Policy Number 序号: ACCT9.1.04InterContinental Hotels Group洲际酒店集团 Effective Date 生效日期 : 五月 30, 2019Supercedes No. 废止号 : - Policy 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
2、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 those Policy Number 序号: ACCT9.1.04InterContinental Hotels Group洲际酒店集团 Effective Date 生效日期 : 五月 30, 2019Supercedes No. 废止号 : - Policy & Procedure制度和程序 Prepared By 制定人 :Approved By 批准
3、人: Emergency Plan应急计划Distribute to 分发:All Dept. Heads & Hotel ExecutivePage 9 of 12checks 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 informe
4、d 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 should 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 Administra
5、tor in Asia Pacific Office and get the following reports by fax for maintaining 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
6、 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 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（
7、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 Daily 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）Policy Number 序号: ACCT9.1.04InterContinental Hotels Group洲际酒店集团 Effective Date 生效日期 : 五月 30, 2019Supercedes No. 废止号 : - Policy & Proc
8、edure制度和程序 Prepared By 制定人 :Approved By 批准人: Emergency Plan应急计划Distribute to 分发:All Dept. Heads & Hotel ExecutivePage 10 of 124. 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
9、report to calculate the Priority Club 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
10、心。7. Reservation Manager should check 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
11、Holidex 中的房间清单处在良好的控制之下，Holidex 中如果有任何的房间信息的更改，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
12、 be obtained and presented to guests.处理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
13、Holidex 管理员，以停止通过传真发送报表。Emergency Plan Lifts 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
14、 the following:客户服务中心员工 - 应通知以下人员：Policy Number 序号: ACCT9.1.04InterContinental Hotels Group洲际酒店集团 Effective Date 生效日期 : 五月 30, 2019Supercedes No. 废止号 : - Policy & Procedure制度和程序 Prepared By 制定人 :Approved By 批准人: Emergency Plan应急计划Distribute to 分发:All Dept. Heads & Hotel ExecutivePage 11 of 12a. Gene
15、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
16、 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
17、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
18、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.Policy Number 序号: ACCT9.1.04InterContinental Hotels Group洲际酒店集团 Effective Date 生效日期 : 五月 30, 2019Supercedes No. 废止号 : - Policy & Procedure制度和程序 Prepared By
19、 制定人 :Approved By 批准人: Emergency Plan应急计划Distribute to 分发:All Dept. Heads & Hotel ExecutivePage 12 of 12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 staircases.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。Emergen
20、cy 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 of order, the Service Center staff should
21、 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。
