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1、STANDARD OPERATING PROCEDURES标准操作程序Subject 主题: Contingency Control and Emergency plan 突发事件和紧急预案Policy No 编号: FIN 123 Effective Date 有效日期: 1st August 2007Issued by 签发:Finance Controller财务总监 Approved by 批准: General Manager总经理Signature 签名： Signature 签名：Purpose 目的To ensure that the hotel and all staff a
2、re adequately prepared for any emergencies that may arise. 确保酒店和所有员工在可能出现的紧急情况下能有序地准备Policy & Procedure政策和程序APPLICABILITY/SCOPE 应用范围This P&P applies to all staff in the hotel. 这个策略程序适应于酒店内的所有员工GENERAL POLICY STATEMENT策略概述This emergency plan is to ensure that the hotel can still function even if ther
3、e is a power failure or a mechanical breakdown in the computer system. 这个紧急计划是确保在酒店电脑系统出现停电或崩溃状态下,各职能部门工作仍能运作。 ADMINISTRATIVE RESPONSIBILITY管理的职责The responsibility for the development of and amendments to this policy resides with the Director of Finance and Business Support.关于政策发展和修正由财务总监负责.PROCEDUR
4、E(s) 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. 如果发生计算机系统停机，酒店职能工作将以手工操作直至计算机系统恢复。Front Desk 前台 The Front Office Duty Manager will carry out the following task: 前台值班经理将执行以下任务：1. Advise the following key personne
5、l immediately:立即通知以下的主要人员：-IT Manager / IT Co-coordinator on Duty 电脑部经理/电脑部值班人员-General Manager总经理-Director of Finance & Business Support 财务总监-Executive Assistant Manager 行政助理经理-Front Office Manager前厅部经理-Executive Housekeeper行政管家-Manager on Duty值班经理-Service Center Staff服务中心员工-Outlet Cashiers餐厅收银2. S
6、upervise and manually update the last print-out of the following contingency reports to be produced from the latest back-up disk before the breakdown:从系统崩溃前最后备份的一份硬盘中找出以下报表,监控并手工更新以下报表：-Registered Guests (By Name)住店客人报表（按名字排序）-Registered Guests (By Room Number)住店客人报表（按房间号排序）-Arrival Report到店报表-Depar
7、ture Report离店报表-Folios for departing guests离店客人账单-Guest Ledger Trial Balance客帐试算平衡表-Room Lists (for all rooms)所有房间列表3. Update the Registered Guests reports by obtaining information from the Arrival Report for guests who have checkedin after the last printout and from the Front Desk staff for the gue
8、sts who have checkout after the last printout.更新最后一份例印出来的住店客人报表，从前台员工处得到最后一次例印报表后发生的已经离店及已入店的客人信息。4. Update the Room List report through telephone communication with Housekeeping Department and feedback from Front Desk staff.通过与客户部进行电话通讯并且从前台员工反馈来更新房间列表。5. Assign one Front Desk staff to inform conce
9、rned departments / sections about guests checkout,in order to best control all charges can be charged to the guest folio.指派一名前台员工负责联系相关部门及区域，以获悉即将离店客人的消费情况，尽量保证所有费用加入客人帐单。6. Ensure that having checked-out each guests, the front desk staff will put a “VD” remark in the Room List report and inform Hou
10、sekeeping Department to clean the room. When the room is ready for sale, the Housekeeping Department will report to Front Desk who will change the room status to “VC”. The Front Desk staff will mark off the Room List and update the Registered Guests reports whenever a room is sold.确保正在办理离店手续的每一位客人，前
11、台员工将在房间列表报表中标识VD（空的脏房）并且通知客房部打扫这个房间。当房间准备好后，客房部将报告前台，前台员工将改变房态为VC（空的干净房）。只要一间客房被卖出前台员工将划分出房间列表并更新住店客人报表。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 co
12、mputer system when the system is back in operation.确保在停机期到店报告及时更新,按照房间号及客人姓名插入报表中,保存在前台以便系统恢复正常后输入系统。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
13、 Balance report. All F&B cashiers must firstly inform the Front Desk staff and then forward the signed restaurants checks to the Front Desk staff as soon as possible. The Front Desk staff will manually add the charges for that day (including all charges which were automatically posted during normal
14、operations) to the balance carried forward amount in the folio so that it could be presented to the guest for payment when the need arises.指派一名前台员工按照楼层排序出当天所有住店客人的帐单。客人的帐单余额等于从前一天的客帐试算平衡报表中余额。如有住店客人在餐厅签单,餐厅收银员必须首先通知前台员工并把帐单及时送至前台。前台员工将手工添加(包括系统在正常运行期间自动抛的所有费用)到客人帐单中，以便能够随时出示给客人付款。9. Ensure that the
15、Front Desk staff keeps the balance brought forward folio and guest checks for posting to the computer when the system is back in operations.确保当系统恢复正常运行状态时, 前台员工保证将所在前台的客人帐单输入至系统。10. Ensure that the Front Desk staff politely explain to guests about the existing computer problem and informing the gues
16、ts that copies of the folio will be mailed to them immediately when the computer resumes operations. 确保前台员工有礼貌地向客人解释我们计算机系统的问题并且通知客人当我们的计算机系统恢复正常运行状态时会立即将客人的帐单用邮寄给他们。Reservation and Sales Departments预订部和销售部1. The Reservation and Sales Departments staff will take reservations as per normal through th
17、e telephone. The staffs are to be aware of the black out dates to avoid overbooking. Input the bookings into the computer when the system resumes operations. 预订和销售部员工将通过电话得到预订。员工要清楚已预订的日期及房间以免超预订。当系统恢复到正常运行状态时输入预订到计算机系统中。2. All the same days new reservations including amendments and cancellations wh
18、ich are received during the computer breakdown should be forwarded to the Front Desk as soon as they are confirmed.在系统停机期间新的预订包括改正和取消的都被接收，这些预订一转交到前台后就被确认。Housekeeping Department客房部1. Housekeeping staff will update manually the Room List, which is kept by them as a source document during normal oper
19、ations. 客房部员工将手工更新房间列表。在正常运行期间，它将作为原始资料被保存。2. Housekeeping staff to report by telephone all clean and vacant rooms to the Front Desk to update the Room List report kept by the Front Desk.客房部员工通过电话报告所有空的干净的房间给前台，并通过前台更新房间列表。Express Service Centre 快捷服务中心1. The last print-out of the following reports m
20、ust be updated manually:以下最后打印出的报表必须手工更新：Registered Guests (by Name)住店客人报表（通过客人姓名排序）Registered Guests (by Room Number)住店客人报表（通过房间号码排序）2. The Service Center staff can obtain information from both reports updated by Front Desk.服务中心能够从前台更新的报表中得到信息。3. Whenever IDD calls are made from guestrooms, Service
21、 Center staff should immediately prepare the Miscellaneous Charge Voucher and pass them to the Front Desk for updating the Guest Folio.无论何时国际长途电话从客人房间拨出,服务中心员工应立即准备杂项费用凭证,传给前台更新客人账单。IT Department 信息技术部1. The IT Manager and his assistants must report immediately to the Hotel and take command of the c
22、omputer system.信息技术部经理和他的助理必须立即报告酒店并且拿到计算机系统的指令。2. In the event that it is a hardware breakdown, the IT Manager will report to the vendor and request immediate dispatch of a Customer Engineer to rectify the problem.在硬件系统崩溃的事件中，信息技术部经理应该立即报告给硬件供应商并要求立即派遣工程师解决问题。3. All IT staff must stay in the Hotel
23、until the system is up and in operation again.所有信息技术部员工必须停留在酒店直到系统再次恢复到正常运行。Manager on Duty and Front Office Duty Manager值班经理和前厅办公室值班经理Should always be on standby at the front desk and lobby and to extend help whenevercalled for.应该坚守在前台和大堂, 随时被寻求提供帮助。Manual Procedure Credit Card (E.D.C.)手工程序-信用卡（E.D
24、.C.）Front Office前厅办公室Imprint credit card voucher upon guest check-in,印记信用卡凭证在客人入住单上Call the authorization center for approval code and mark it down on the credit card voucher.打电话到受权中心得到批准代码并且标记在信用卡凭证上Upon guest checkout, write down the total amount onto the credit card voucher that is imprinted upon
25、 guest check-in.在客人离店时，把总金额写压印在信用卡凭证的客人入住单上Ask for guest signature and verify the signature against the one credit card.请求客人签名并且再次确认签名Return the credit card and the customer copy of the charge voucher together with the 1st copy of the guest check to guest.把信用卡和费用复印件还有客人帐单的第一联归还给客人Front Desk to send
26、the other copies of the credit card voucher to Finance for further processing.前台将信用卡凭证的其他复印件送到财务部做进一步处理Emergency Plan for Infrasys POS Infrasys收银系统的紧急计划Each outlet cashier counter should have some pre-printed manual guest checks available. When the system breakdown, F&B is to arrange sufficient staf
27、f to work in the counter for manual operation. Outlet supervisor to patrol each outlet to assist and to send guest checks to Front Desk for posting. All cashiers are to be trained on the manual procedures for guest check settlement including the use of calculators for bill computation. 每个餐厅收银柜台应该有一些
28、预先印刷的手工客人帐单。当系统崩溃时，餐饮部就分配足够的员工在柜台进行手工操作。餐厅主管在每个餐厅巡逻，协助并且送客人帐单到前台入帐。所有收银都经过手工入账/结账及计算账单操作的培训。Emergency Plan for Credit Card 信用卡紧急计划Front Desk and Front Desk should have sufficient stock of various kinds of credit card charge vouchers and credit card imprinters. Telephone number list for the credit ca
29、rd centers must always be kept in each counter. Arrange sufficient staff to work in the counters for manual operations in the event of a computer breakdown. All cashiers are to be trained on manual credit card settlement procedures.前台应该有足够的不同种类的信用卡购物签单和信用卡压印机。每一个柜台永远都必须有一份信用卡授权中心的电话号码。在计算机系统崩溃的事件中要分
30、配足够的员工在柜台进行手工操作。所有的收银员都接受过信用卡手工结算程序的培训。Emergency Plan for POS breakdown收银系统崩溃的紧急计划1. Waiters/Waitress will take orders from guests using manual Captain Orders.服务员将使用手工点菜单记录客人的点菜。2. Upon receipt of Captain Orders, the cashier to post the orders to the manual Guest Check immediately.一收到点菜单记录,收银员应立刻手工登
31、记到客人账单上。3. Clip the Captain Orders together with the Guest Checks and put them into pits according to table numbers.把点菜单与客人账单一同订上,按照桌号放入相应的格子中。4. When guests ask for the bill, take out the Guest Checks from the pit and calculate the total amounts of the Guest Checks with calculator. After that, give
32、 the Guest Check to the waiter/waitress for presentation to guests.当客人需要帐单时，从相应的格子中取出账单,用计算器计算出客人帐单的总金额,并 由服务员将客人帐单交给客人。5. Settle Guest Checks by different types of payment methods as follows:通过以下几种不同类型的付款方式结算客人帐单：Cash现金Stamp “Paid” to the Guest Check upon receipt of money.在收到现金时, 在客人账单上加盖“已付”印章。1st
33、 copy of the Guest Check to be returned to guests for record第一联客人账单, 归还给客人留存2nd copy of Guest Check together with Captain Orders to be kept and submitted to Finance.第二联客人帐单与点菜单订在一起交给财务部。Write down details of the Guest Checks Sequentially to “Cashier Balance Report”. 在”收银员平账报告”上连号记录客人账单的内容。Credit Car
34、d 信用卡Post the credit card to the EDC machine with the total of the Guest Check amount.用客人帐单的总金额输入到信用卡电子结算系统里。Imprint the credit card onto the guest checks.压印信用卡号到客人帐单上。Pass the credit card voucher to the waiter/waitress for guests signature and return the credit card and the customer copy of the vou
35、cher together with the 1st copy of the guest check to the guest.客人签名的信用卡凭证经过审查后，服务员将信用卡、持卡人存根联还有第一联客人账单, 归还给客人留存2nd copy of Guest Check and credit card voucher together with Captain Orders to be kept and submitted to Finance.第二联客人账单和信用卡凭证连同点菜单一起交给财务部。Write down details of the Guest Checks Sequential
36、ly to “Cashier Balance Report”. 在”收银员平账报告”上连号记录客人账单的内容。Guest Ledger客人分类帐Verify the room number and guest name against Registered Guest report that is sent from Front Office.通过从前厅办公室发出的住店客人报表，再次核实客人的房间号码和客人姓名。Telephone Front Desk immediately with the details of the Guest Check including room number,
37、guest name, outlet name, Guest Check number, amount and record the name of the Front Desk staff that received the call.立该电话通知前台员工客账的房间号码、客人姓名、餐厅名字、帐单号码和金额，并且记录下接到此电话的前台员工的姓名。Send the 1st copy of the Guest Check to the Front Desk.第一联客人账单送前台。2nd copy of Guest Check together with Captain Orders to be kept and submitted to Finance第二联客人帐单连同点菜单一起交给财务部。Write down details of the Guest Checks Sequentially to “Cashier Balance Report”. 在”收银员平账报告”上连号记录客人账单的内容。
