(酒类资料)酒店客房营运专用参考讲义精品.doc

葉予舜彙編STANDARDARRANGEMENT ／ “MEAL PLANS”P.156Often in Resort HotelMEAL PLANSARRANGEMENT NAME （S）ABBREVIATION（S）INCLUDES:（Full）American Plan（Room and Board）（Full Board）（Full Pension）AP （FAP）（RB）（P）Room, three meals （breakfast, lunch and dinner）usually served in a sale a manager with fixed menu or buffetModified American Plan（Half Board）（Demi-Pension）MAP（1/2 P）Room, two meals （breakfast and usually dinner）ideal for sports resortsBermuda Plan（Bed ＆ Breakfast）BP（BB）Room and full English ／ American breakfastContinental Plan（Garni）CPRoom and continental breakfastEuropean Plan（Apartments Only）（Room Only）EP（AO）（RO）Room OnlyTHE ROOM DIVISION DAYP.187The time on this chart are, in part, approximate, and may differ slightly according to hotel policy, equipment options, etc.2:00 a.m.Close-of-DayThe previous day is closed and posting ／ check-ins may be processed for the new day, as the computer ／ posting machine has been updated; late check-ins posted as pick-up revenue on new day.5:00Newspaper Delivery ／Wake-up Calls:Newspapers are delivered by the night bellman; PBX begins wake-up calls; Daily Events board is updated.6:00Check-outs begin:Guest begin checking-out gradually; PBX contacts area hotels for occupancy comparison.7:00Morning Reports ／ Early Shift begins:（“A” Shift）Night Manager must deliver morning reports to G.M., various departments; Early Shifts begin reporting to work.7:30Housekeeping Dispatcher begins assignments ／ FO handover of shift（Occurs with each shift change）Dispatcher begins room assignment to maid based on morning reports; FO hold a brief meeting to brief Early Shift; Housekeeping Asst. Reconciles yesterday‘s rooms, prepares houseman and general cleaning assignments.8:00Room Attendants ／ Housemen arrive; FO begins “setting up the house”Room Attendants and Housemen receive assignments and amenities and commence work; FO Asst. Manager or Chief Receptionist begins blocking airline, group, VIP, Special Attention and special request arrival rooms.8:30Housekeeping Supervisors Conduct room checks for “A.M.” Hskp Housekeeping Report ／ Reservation Mgr. Checks no-shows and commissions:Housekeeping Supervisor check status or vacant and 000 rooms and report any discrepancies to FO immediately; FO is subsequently informed of any RFV‘s or Sleep-outs; Res. Mgr. Checks no-shows from 2 days previous and checks commission payments as forwarded by Accounts Payable from yesterday’s check-outs.9:00VIP rooms presented to Housekeeping ／ G.M.‘s Morning Briefing ／ Credit checks begin ／ bellmen or porters pickup mail:FO presents blocked VIP rooms to Housekeeping with and early arrivals for initial check; FOM attends briefing; Credit Manager begins checking “pit”; Concierge arranges complimentaries for VIP‘s once rooms are approved.10:00Swing Shift arrive ／ Laundry opens:Swing shift, if scheduled arrive during this general period.11:00VIP rooms ready for inspection by Asst. Mgr.:Housekeeping “returns” VIP and Special Attention rooms for final inspection.12:00Lunch breaks beingDependant upon arrivals ／ departures, lunch breaks begin in Housekeeping and FO.13:00Check-Out Time Expected Departure Check ／ 000 Room Check:Guest checking-out after this time may be charged an additional half-day rate; check-ins gradually begin; expected departures list （still not checked-out）is distributed to Housekeeping Supervisors by FO; DND and D/L （Double Lock）rooms are entered by HK Supervisors and Security; FO Asst. Verifies status of 000 rooms with responsible departments may repeat at 17:00.14:30Early Shift Cashiers cash-outEarly Shift cashiers begin cashing-out in back office.15:00Check-In Time ／ Late Shift begins arriving ／ P.M. Housekeeping Report compiled（“B” Shift）:Check-in possibility is “assured” by this time.16:00Housekeeping Early Shift departs ／ Turndown Attendants arrive; FO checks HK discrepancies:Room statuses compared between Housekeeping physical check and FO records: Rooms-Found-Vacant checked out; second mail drop picj-up be bellmen ／ porters.16:00 （Once Weekly）Rooms Division Meeting17:00Dinner breaks commence ／ FO Asst. Calls other hotels count status:Dinner breaks scheduled around check-in; Fo Asst. Check with other Asst.‘s to arrange evening; heavy door activities until 20:00.18:00Cut-Off Time:Turndown begins:Non-guaranteed reservations may be cancelled; persons checking-out later may be change a full night; guaranteed reservations may not be cancelled without charge; Day Use is checked for departure; turndown process begins in Housekeeping along with preparation of tomorrow‘s amenities by dispatcher; Laundry closes; Reservations reduced to one reservationist until 20:00 then closes.21:00Initial Pit／Bucket CheckFO Asst. Check the c。