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STANDARD OPERATING PROCEDURES标准操作程序POLICY NO. SUBJECT编号 标题FO-DM-001 Duty Check List工作检查表FO-DM-002 Bomb Threat炸弹威胁FO-DM-003 Car Accident交通事故 FO-DM-004 VIP Check in重要客人入住 FO-DM-005 Accident Guest意外客人FO-DM-006 Guest Complaints and Disputes客人抱怨和争执 FO-DM-007 Request for Doctor/ Hospitalization求医要求/住院治疗的要求FO-DM-008 Fights争斗FO-DM-009 Fire火灾FO-DM-022 Lost & Found丢失和发现 FO-DM-024 Safety Box保险箱 FO-DM-028 Incoming Faxes/ Email at night time夜间接受传真/电子邮件 FO-DM-030 Valuables贵重物品保管FO-DM-031 Guest Birthday客人生日 FO-BC-002 Incoming faxes接收传真 FO-BC-005 Meeting Room Rental会议室租用FO-BC-006 Outgoing Fax发送传真FO-BC-007 DHL / EMS/ Courier Services DHL特快专递 FO-CON-002 Baggage Service for Arrivals 行李抵达服务FO-CON-003 Baggage Service for Departure 行李离店服务FO-CON-004 Baggage Service for group Arrivals团队行李抵达服务FO-CON-005 Baggage Serviceforg roup Departure团队行李离开服务FO-CON-006 Baggage Storage行李贮存服务FO-CON-007 Brochures, Maps and Directions指引册，地图，导游册FO-CON-008 Flags旗帜FO-CON-009 All Incoming Items 所有收入条款FO-CON-010 Newspapers报纸FO-CON-011 Outgoing Items外送物件 FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CON-017 postal express service邮政快递服务FO-CON-018 Taxi booking and arrangement出租车预订及安排 FO-CON-019 Trolley手推车服务FO-CON-020 Umbrella雨伞服务FO-CON-AR-001 Airport send off机场送行FO-CON-AR-002 Airport Pick Up机场接客FO-CON-AR-003 Airport Lost Luggage行李丢失FO-CON-AR-004 VIP Arrive-Limousine接重要客人-豪华轿车FO-CON-AR-005 VIP Arrive-( By Taxi )接重要客人（用出租车）FO-CON-AR-006 Mobile Phone移动电话 FO-CON-DRICER-001 House Use/ Complimentary Vehicle 酒店自用/免费用车FO-CON-DRIVER-002 Limousine Availability 大型轿车使用率FO-CON-DRIVER-003 Limousine Cleaning & Maintenance 大型轿车清洁和保养FO-CON-DRIVER-004 Mileage/ Petrol Control 运程/汽油控制FO-CON-DRIVER-005 Limousine Request 用车申请 FO-CON-DRIVER-006 The Responsibility of Driver 司机责任保证 FO-EF-007 Guest Preference客人爱好FO-EF-008 Executive Floor Check In行政楼层入住FO-EF-009 Hosting招待 FO-FD-010 Computer Down计算机系统崩溃FO-FD-011 Foreign Currency Exchange外币兑换FO-FD-016 Internal Trace Report内部事务报告FO-FD-017 Key Control钥匙控制FO-FD-018 Lost & Found at Check In失物招领FO-EFM-012 VIP Check In重要客人入住FO-EFM-016 Alleged Theft偷窃FO-EFM-017 Guest Complaints and Disputes客人抱怨和争执FO-EFM-018 Complimentary / House Use免费房使用 FO-EFM-020 Request for Doctor / Hospitalization求医要求/住院治疗 FO-EFM-023 Lost and Found失物招领FO-EFM-024 Safety Deposit Boxes Key Inventory保险箱钥匙清单FO-EFM-025 Safety Box保险箱 FO-EFM-027 Valuables贵重物品保管FO-EFM-028 In-House Clinic酒店医疗中心FO-EFM-029 Guest Birthday客人生日FO-EFM-030 Guest Join-In Authorization会员加盟授权FO-EFM-031 Guest Comments客人意见FO-EFM-032 Booking at other Plaza Royale Hotel豪廷酒店网络内约定FO-EFM-033 Hotel Events酒店活动 FO-TEL-001 Telephone Control DDD/IDD国际/国内长途电话控制FO-TEL-002 Call Accounting System电话记费系统FO-TEL-003 Call Barring and Unbarring电话禁呼和解禁FO-TEL-004 Do Not Disturb Feature 请勿打扰事宜FO-TEL-005 Guest Locator Feature为客人接电话至指定地点FO-TEL-006 Incoming Calls接听来电 FO-TEL-007 Operator Assisted Calls接线员辅助呼叫FO-TEL-008 PABX Adcom Fax System专用交换机传真系统FO-TEL-009 PABX Adcom Mail System专用交换机邮件系统FO-TEL-010 Public Address Paging System公共提示标志FO-TEL-011 Wake up Call叫醒服务FO-TEL-012 Personal calls私人电话 FO-001 Baggage Service行李服务FO-002 Business Center Service商务中心FO-003 Engineering Service 工程服务FO-004 Handling Guest Complaints处理客人投诉FO-005 Handling Incoming Calls处理来电FO-006 Housekeeping Service客房服务FO-007 Room Service-Incoming Call客房送餐来电FO-008 In-Room Dining Order客房用餐预订FO-009 Runner Service特殊服务 Front Office Terms to Know前厅部须知A.H.&M.A. American Hotel and Motel Association.美国饭店及汽车旅馆协会Accommodate A promise of a room for a guest if not in that hotel,then a commitment to find a room elsewhere. 对客人保证客房的承诺Adjoining Rooms Two or more rooms side by side without a connectingdoor between them. In other words, rooms can be adjoining without being connecting.两间或两间以上并排的、之间没有房门直接联系的房间。换言之，即相互毗邻但不连接的房间。Adjust/Adjustment A correction of an error that occurred on a previous day.对于之前发生的错误给予的修改Advance Deposit Prepayment of room charges.房间预付款Average Daily Rate The average of rates charged for guest rooms duringone day of business. Method of computation:日收取的商务客人平均房价。估算方法:ADR = Total guest room revenue divided by numberof rooms sold.ADR=卖出房的客房总收入除以卖出的房间数量。Bank Funds issued to cashier for handling guest transactions which must be balanced at the beginning of each shift.为客人提供的交易资金必须在每次交班的开始时移交给出纳.Block A group of rooms held at the request of Sales or Catering.一批供销售或宴请使用的房间。Blocked Room Room numbers assigned in advance of arrival on thesame day of arrival.房间号码被事先安排和到达时一样的房间。Booking Agreement Reference material for a number of reservations madeunder a company or group.为公司或团队预订准备的参考材料。Bucket Tray used for filing guest folios by room number at Front Desk.在前台上，用于为客人盛放房间号码的便条的碟子Bucket Check When you compare the room board with the bucket.用门牌号码和便条比较Budget Check AM & PM comparison of guest bucket folios with roomrack to verify accuracy of account.上午和下午的客房便条比较，检测房间帐户的准确性Catch the Spirit Catch the training spirit with our “Catch the Spirit Phase I” education program. The program includes a three-part video training series, facilitators guide and certification program through Plaza Royale International, Inc., prepared for Front Desk, Housekeeping and Maintenance employees.用“领会精神1”的课程领会精神。该课程包括三个培训系列片。豪廷集团将提供指导和给予资格认证，其中涉及前厅部、客房部员工和维修员工。“Catch the Spirit Phase II,” will continue the educational tools that support line-level staff. The focus this year is on the Front Office Professional and Lobby Retailing.“领会精神2”课程将继续这一教育员工工作。并主要针对前厅部的销售工作。The Front Office video based training program is geared toward front desk etiquette, multi-tasking, handling guest complaints and sales techniques. The “Virtual Lobby” video will highlight the ways to merchandise your lobby to successfully sell all property features and Amenities.前厅部培训课程基于前台礼节、多重任务、解决客人投诉和销售技巧。“虚拟大堂”的视频课程将总结所有以适宜的特点和令人愉快的事宜销售的方法。Check-ln Hotel day starts at 6:00 a.m.; however, occupancy of rooms by arriving guests may not be possible until after the established check-out time (usually 1:00 p.m.).酒店工作日在早上6点开始，同时，客人离店时间不得超过下午1点Check-Out (verb) To vacate a hotel room, (taking luggage), turn in key and pay bill; (noun, hyphenated) a room that a guest has officially vacated. Check-out time is usually 1:00 p.m.（动词）腾出酒店房间，（取走行李），交还钥匙并结帐；（带连字符的名词）客人正式腾出的房间，一般在1点。Comforts of Home Every Plaza Royale guest will get all the little extrasto make their stay even more comfortable: in-room coffee-maker, DM/FM alarm clock radio, weekday newspaper. And at participating locations, they will enjoy free local phone calls and no long distance access charges. Just one more way to add more value to your guests stay.每一豪廷的客人将得到所有令其舒适的额外服务，如：房间内咖啡机、DM/FM警钟收音机，周报等。在人多的地方接听电话，他们将不再为长距离的等待而付费，可享受免费的服务。这是又一种令客人的住宿更超值的方式。City Ledger Front account turn to back account 前台帐转往后台Closed Dates Dates on which nothing can be rented because of a “full-house”.由于客满而无空房的日期Commercial Rate Rate agreed upon by company and hotel for all individual room reservations.经过公司同意和酒店提供给个别客人的预订的价格Commission Payment Percentage of room rate paid to travel agencies for their hotel bookings.旅行社预订的房价的百分比。Complimentary Room, Comp A room free of charge.免费房。Confirmation A written notice to guest in advance of arrival that room has been reserved.提醒事先抵达的客人房间已经被预订的书面通知。Connecting Rooms Adjacent rooms with a connecting door in between.之间有连接的连通房。Convention An assembly of association attendees or employees of companies gathering for a common purpose, usually including meetings, banquets, and room accommodations.为公司的共同目的，由员工出席者和员工参加的集会，通常包括会议，宴会和住宿Corporate Rate Guaranteed “not more than” room rates extended to a major company using hotel often.确保对酒店常客“不收更多”的房价。Day Rate Renting room for part of hotel day, normally 9 a.m.-6 p.m. Rate is 50% of double rate for that room.通常在早上9点到下午6点的记费日租用房间，房价按双人房价的50%收取。Deposits A monetary payment to hotel by guest in advance of arrival to assure room will be held.客人住房的预付款Desk Information Book Contains information which needs to be used for reference.用做参考的信息册Direct Bill An account which has been approved by the manager and to which we will send a bill after check-out. The folio must be signed by the guest at check-out.由总经理批准的在结帐后送出的帐目。其必须在客人离店时签字Discount Rates Usually refers to a 50% discount extended to travel agents and airline employees (some units may include a discount to government employees and others on a per diem basis).通常是给予旅行社和航空公司职员扩大到50%的折扣（有些情况下可 以包括对政府职员的折扣，其他情况下可以精确到角的程度）Double A room to be occupied by two people.一个房间两个人住Double Double Room A room with two double beds.一个房间有两个双人床Efficiency An accommodation containing some type of kitchen facility.包括一些带厨房设施类型的膳宿Flag A colored plastic chip placed in the room rack to designate the status of the room check-out, recent check-in, etc.一种可放在房间搁架内使用的，多用与显示如入住或离店等房态的多色彩的塑料片。Flat Rate Specific room rate for group, agreed upon by hotel and group in advance. 经过酒店的同意后为团队指定特殊的房价。Folio Used to record the details of all business transacted between the hotel and guest during the guests stay.在与客人交往过程中，用于记录酒店和和客人之间特殊商业交易细节的账单。Forecast Assuming future occupancy of the hotel and final availability status.设想酒店将来的入住率和最终使用状态。Front Desk Area where guest checks into hotel, where keys are kept, where mail is distributed and from which information is dispensed.客人入住酒店，保管钥匙，邮件和相关信息表格被分发的地方。Front Office Area where information regarding guests is kept; alsoAssistant - Managers office.相关客人信息被保存，经理助手工作的地方。 Front Office Cashier Person who adds up all charges made to a room andCollects money upon departure guests who occupied it.将驻店客人离开时的所有费用集中的员工。Front Office Agent Person who helps guests check- in and keeps track of rooms available.为客人办理入住手续和跟踪房态的员工。Front of the House Entire public area.公共区域。Full Comp No charges made for room, meals taken in hotel,telephone , valet or any items.房费、餐费，电话费等所有费用全免的服务。General Clean Indicates thorough cleaning of guest room and bath; done on a periodic basis. 象征着周期性的房间和浴盆等的彻底清洁工作。Group Code Type group name on folio under rate information.在账单上记录着等级信息的团队类型名称。Group Reservation A specified minimum number of reservations of rooms