《国外豪华星级酒店工作手册英文版的运作手册.doc》由会员分享，可在线阅读，更多相关《国外豪华星级酒店工作手册英文版的运作手册.doc（165页珍藏版）》请在三一办公上搜索。
1、RosewoodHotels & ResortsMinimum Operating GuidelinesRosewood Minimum Operating GuidelinesTABLE OF CONTENTSINTRODUCTION9DIRECTIONS FOR USE11AMENITIES12FLORIST12ADMINISTRATION12PUBLIC AREA DISPLAYS12INVOICING12CHILDRENS PROGRAMME13WELCOME13STAFF AWARENESS13SERVICES AVAILABLE13CHILDRENS TOYS AVAILABLE1
2、3GUEST ROOMS AND FURNISHINGS14PROPERTY SAFETY14CHILDPROOFING OF GUEST ROOMS14CHILDRENS AMENITIES15KIDS CLUB16KIDS CLUB AGE LIMITS16KIDS CLUB WAIVER & RELEASES16KIDS CLUB DROP OFF AND PICK UP16QUALIFICATION OF STAFF16PROGRAMMED ACTIVITIES16KIDS CLUB CLEANLINESS17SANITATION17ACTIVITIES EQUIPMENT17CHIL
3、DREN WHO BECOME ILL17GOVERNMENT STANDARDS FOR PLAY AREA17STAFF TO CHILD RATIO17SPA & FITNESS CENTER18EMPLOYEE QUALIFICATIONS18SIGNAGE18FITNESS CENTER PROGRAMS, IF APPLICABLE18EXERCISE CLASSROOMS, IF APPLICABLE18EQUIPMENT MAINTENANCE19FREE WEIGHTS19RACQUET COURTS, IF APPLICABLE19WATER19TOWELS19MUSIC
4、& TELEVISION19GUEST WAIVER19APPOINTMENTS20CHARGE TICKETS20MERCHANDISING21DISPLAYING MERCHANDISE22TRAFFIC FLOW22LABELED & LOGO ITEMS23PERISHABLE ITEMS & FOOD PRODUCTS, IF APPLICABLE23DATED PRODUCTS, IF APPLICABLE23CLOTHING ALTERATIONS, IF APPLICABLE23WORK AREAS & COUNTER23REFUNDS23RESTOCKING23PRODUCT
5、 KNOWLEDGE23DRESSING AREA, IF APPLICABLE23SHOP CLEANLINESS24SIGNAGE24FOOD & BEVERAGE FRONT OF THE HOUSE25BREAKFAST, LUNCHEON AND DINNER SERVICE25PHYSICAL SPACE25DRINKS25RESERVATIONS26WELCOME26GUEST TABLESIDE GREETING26REMOVAL OF EXTRA SETTING26WATER SERVICE, IF APPLICABLE26COCKTAIL ORDER27BEVERAGES2
6、7MENUS27UPSELLING27SERVICE28WINE & CHAMPAGNE SERVICE28TABLE SIDE SERVICE, IF APPLICABLE29APPETIZER SERVICE29ENTRE SERVICE29DESSERT SERVICE29ABSENCE OF GUEST AT TABLE30CRUMB TABLE30FINGER TOWELS OR BOWLS30TABLE MAINTENANCE30CHINA AND GLASSWARE REMOVAL30CIGARETTE SERVICE, IF APPLICABLE31CHECK PRESENTA
7、TION31SEQUENCE OF BREAKFAST SERVICE32SEQUENCE OF FORMAL DINNER SERVICE32SEQUENCE OF INFORMAL LUNCH/DINNER SERVICE33MANAGEMENT VISIBILITY33IN ROOM DINING34TELEPHONE MANNER34MENU KNOWLEDGE34UPSELLING34ORDER TAKING34DELIVERY TIMES SET UP OF TABLE IN ROOM35PREPARATION-TRAY STANDARDS35TABLE/TRAY CONDITIO
8、N36GUEST INTRODUCTION36IN ROOM SERVICE37DOOR KNOB MENUS, IF APPLICABLE38FAREWELL38HOSPITALITY ROOMS38AMENITIES38CALL BACK & TRAY PICKUP TABLE TENT38PRODUCT STANDARDS38PRIVATE DINING OPERATION39PHYSICAL SPACE39DRINKS39FOOD39MEETINGS39GUEST INTRODUCTION40DRINKS RECEPTION40MEAL SERVICE40BEVERAGES40FARE
9、WELL40OPENING PROCEDURES40BANQUET ROOM41LINEN & SKIRTING41SILVERWARE, DISHWARE & GLASSWARE41SERVICE ETIQUETTE42WINE SERVICE42TABLE MAINTENANCE42BEVERAGE GUIDELINES43RECEPTIONS43BUFFETS43TEA & WATER SERVICE43COFFEE SERVICE43BAR44GUEST WELCOME44ORDERING44SERVING44SERVICE AREAS44FAREWELL44MENU44ORDERIN
10、G44BUFFET SERVICE45SERVICE45EQUIPMENT45FLOW & DESIGN45DISPLAYS & PRESENTATION45BUFFET MAINTENANCE46SALADS46JUICE46CONDIMENTS46FRESH FRUITS46CEREALS46SOUPS46APPETIZERS & SIDE ITEMS46MEATS47SEAFOOD47ENTREES47BREADS47DESSERTS47QUALITY CONTROL47CIGAR SERVICE48CIGAR QUALITY48CIGAR STORAGE/DISPLAY48CIGAR
11、LIGHTING48ODOR CONTROL48LIGHTING DEVICES48IN-ROOM BAR49FOOD & BEVERAGE PRODUCT SPECIFICATIONS49MISCELLANEOUS PRODUCT SPECIFICATIONS49IN-ROOM BAR AMENITIES49IN-ROOM BAR SERVICE & RESTOCKING49FOOD & BEVERAGE - BACK OF THE HOUSE50KITCHEN AREA50ENVIRONMENT50FOOD PRODUCTION50RECEIVE AND STORE FOOD50STOCK
12、 PREPARATION50VEGETABLE PREPARATION50SALAD DRESSINGS5086D ITEMS50STEWARDING51APPEARANCE51MAIN TASKS51CHINA WARE51SILVER WARE51ROOMS DIVISION52FRONT OFFICE52PHYSICAL SPACE52FRONT DESK52RESERVATIONS53DAILY ADMINISTRATION53GUEST ROOM RESERVATIONS53GUEST HISTORY53CONFIRMATIONS53RECEPTION/CASHIERING54DAI
13、LY ADMINISTRATION54ARRIVING GUESTS54ROOMING GUESTS55GUEST HISTORY55CASHIERING TRANSACTIONS55DEPARTING GUESTS55TELEPHONE56INCOMING CALLS56DO NOT DISTURB56GUEST MESSAGING56WAKE UP CALLS56FACSIMILES57CALL CHARGES57EMERGENCY NUMBERS57HOUSEKEEPING58DAILY PROCEDURES58GUEST ROOMS58TURN DOWN SERVICE59GUEST
14、ROOM CONTENTS59BATHROOMS59BATHROOM AMENITIES59TOWELS PROVIDED60CLOSET CONTENTS60GUEST SERVICE DIRECTORY CONTENTS60ON DEMAND ITEMS61SHOE POLISHING61LAUNDRY62ADMINISTRATION62LAUNDRY62DRY CLEANING62STAFF LAUNDRY62CONCIERGE63FRONT DOOR AND DRIVEWAY, WHERE APPLICABLE63PARKING, WHERE APPLICABLE63LUGGAGE S
15、ERVICE64CONCIERGE SERVICE64MAIL AND PACKAGES64TRANSPORTATION64CARS PROVIDED WITH64BUTLER65DAILY ADMINISTRATION65ROOMING ARRIVING GUESTS65GUEST HISTORY65ROOM INSPECTIONS65BUTLER TRAY66ITEMS ON BUTLER TRAY66SECURITY67ADMINISTRATION67GUEST SAFETY67SALES68SALES STANDARDS68SALES AND MARKETING SUPPORT68SA
16、LES STAFF68IntroductionPurposeThe purpose of the Minimum Operating Guidelines is to help build the bridge from Rosewoods service philosophies to actual service behaviors with guests and fellow employees. GoalThe goal of the Minimum Operating Guidelines is to provide you with guest critical standards
17、 for each high guest contact department to establish key performance criteria, and to be used as a tool to measure how well it is being met. Importance and ResponsibilityThese best practices are designed to help you fulfill and exceed the expectations of our guests in all areas of Rosewoods operatio
18、n. It is important that department managers, supervisors and employees become familiar with the standards and practice them on a daily basis. It is the department managers responsibility to ensure that all of the standards are implemented and are consistently met.FormatThe Minimum Operating Guidelin
19、es consist of the following sections:AMENITIES Childrens Programme Floral Kids Club Merchandising Spa Operations & Fitness CenterFOOD & BEVERAGE Bar Service Buffet Standards Cigar Standards Dining Room In-Room Bar Kitchen Private Dining Room Service StewardingROOMS DIVISION Bell/Door Service Butler
20、Concierge Housekeeping, including Turndown Laundry Reception/Cashiering Reservations Security TelephoneSALESDirections for UsePlease review the following information before use as some of the standards have changed.DistributionPlease distribute these to all relevant departments. Each department head
21、 should review the information with their staff. These are not intended to be the vehicle for training staff, but please ensure that each of these standards are incorporated into the on-going training process for all new and existing staff. We are currently developing Training Guides that can be use
22、d in conjunction with this information. We anticipate that these Training Guides will be available in 2000. Measurement of StandardsEach year all properties will be audited by GAP Analysis. This company will be given these guidelines to use as the core of their audit. If your property currently does
23、 not have the ability or necessary equipment to meet one of the standards, you will need to submit a request for an exemption. These exemption requests need to be submitted to Geoffrey Gelardi who will review the request. The final determination for exemptions to Minimum Operating Guidelines will co
24、me from Jim Brown. If an exemption is approved, GAP Analysis will be informed that the specific standard will not be audited for your property. Exemption requests will need to be submitted annually within 60 days of receipt of revised Minimum Operating Guidelines.UpdatingThe Minimum Operating Guidel
25、ines will be updated annually by the third quarter. Please send any recommendations for improvements or revisions to your Regional VP no later than June 30 each year. ROSEWOODMINIMUM OPERATING GUIDELINESAMENITIESFLORISTTo provide service and merchandise representing the hotels dedication to quality
26、and service.ADMINISTRATION Staff positive, friendly and helpful Staff follow hotels grooming and uniform standards Hours of operation meet guest needsPUBLIC AREA DISPLAYS All floral arrangements in public areas and hotel outlets maintained in an immaculate condition and changed as appropriate Color
27、schemes and choice of flowers/plants appropriate to the local surroundings Pots and other vessels of use clean and in immaculate condition Water in all arrangements kept clean Fresh flower arrangement provides the focal point in entrance or lobby of hotel and must be sized appropriately for area/spa
28、ceINVOICING Charges for flower sales accurately recorded Professional invoices issued for guest paymentCHILDRENS PROGRAMMETo inspire loyalty in our younger guests through services, facilities and amenities that are designed specifically for their enjoyment.WELCOME Managing Director writes welcome no
29、te to all children Names of children are communicated and used at every opportunitySTAFF AWARENESS Professionally trained nannies and babysitters are available within two hours notice Paediatrician and Poison Control Centre listed on Emergency Contact List Housekeeping staff ask for, and accommodate
30、 requested times of service Staff accessing guest rooms are aware of, and sensitive to children being in the room Service staff (particularly restaurant servers/bell-staff) are trained on how to serve children and the adults accompanying themSERVICES AVAILABLE Childrens Menus available in Restaurant
31、s, In-Room Dining and Recreation areas Childrens entertainment provided during meal periods on family holidays i.e. Mothers Day Comment forms provided for children Childrens video tapes and CDs are available for children of all agesCHILDRENS TOYS AVAILABLE Stuffed animals Hand puppets (Restaurants a
32、nd Housekeeping) Balloons Puzzles Coloring books and crayons, stickers (Restaurants and Housekeeping) Comics (Restaurants and Housekeeping)GUEST ROOMS AND FURNISHINGS All furnishings are of highest quality and meet strictest safety requirements Baby cribs with colorful (pink and blue) bed linens and
33、 bumpers Elevated sides for roll-away beds High chairs with safety straps (Restaurant and Housekeeping) Booster chairs with safety straps (Restaurant and Housekeeping) Changing table Baby bath Potty Playpen for infants Bottle warmer Bottle steriliser Small refrigerator Wireless monitors Car seatPROP
34、ERTY SAFETY Swimming pools and other hazardous areas are monitored for child safety Disclaimers indicate parental responsibility for childrenCHILDPROOFING OF GUEST ROOMS Hazardous materials removed from childs reach i.e. matches Poisonous materials removed from childs reach i.e. Bathroom amenities E
35、lectrical outlets covered Balcony doors and windows locked or secured with childproof latches/keys Sharp edges and corners protected Art objects and accessories removed from childs reach In-room bar locked or all alcoholic beverages removed Access to adult TV programming restricted (broadcast, cable
36、 and in-house)CHILDRENS AMENITIES Pack of disposable diapers in three sizes for each gender Baby wipes Baby soap Baby shampoo Hooded baby towel Splat mat to cover carpet around feeding area Plastic plate and bowl (Restaurant and Housekeeping) Plastic fork and spoon (Restaurant and Housekeeping) Bibs
37、 (Restaurant and Housekeeping) Small bathrobesKIDS CLUBTo inspire loyalty in our younger guests through services, facilities and amenities that are designed specifically for their enjoyment.KIDS CLUB AGE LIMITS Age limits are predetermined and communicated to all guests Children that do not meet the
38、 age requirements are offered information on babysitting servicesKIDS CLUB WAIVER & RELEASES Guests sign a legally approved waiver and release for all children dropped off at the Kids Club Staff explains the information to guests to ensure comprehensionKIDS CLUB DROP OFF AND PICK UP Staff creates in
39、formation sheets on all children dropped off at the Kids Club The information gathered includes: Emergency notification Known allergies Persons that are allowed to pick up the children Other information pertinent to the children Guests dropping or picking up their children are required to sign their
40、 child in and out Sign in and out forms are kept on file for a period of one year Staff ensures that sign in and out policy is strictly enforced Staff explains to guest hours of operation as well as the sign in and out policyQUALIFICATION OF STAFF All Staff supervising the Kids Club have the followi
41、ng qualifications: Current CPR certification Trained in first aid Minimum of one year experience working with children At least 16 years of age Background checkPROGRAMMED ACTIVITIES Staff is to provide guests with an Activity Schedule listing current days activities and events based on childs age gr
42、oup Programs designed are age appropriateKIDS CLUB CLEANLINESS Kids Club and surrounding areas are clean and free of trash and debris All areas appear clean and attractive to the guest Any damages or needed repairs are reported immediately All work and eating surfaces, e.g. desks or tables are wiped
43、 with a sanitizing solution daily and as needed All areas that children have access to are free of any obstructions or hazardous materialsSANITATION Hands are washed with antibacterial soap after every diaper change, if applicable If food is served, time and temperature principals are applied: Cold
44、food is refrigerated until ready to be eaten Hot food is cooked to the required temperatureACTIVITIES EQUIPMENT All equipment is maintained in a clean and safe area All equipment is approved for use with its intended age groupCHILDREN WHO BECOME ILL Parents are notified immediately if a child become
45、s ill. If the Staff is unable to contact the parents the Manager is contactedGOVERNMENT STANDARDS FOR PLAY AREA Each Kids Club is maintained per Local, State or Federal Government standardsSTAFF TO CHILD RATIO Hotel Staff to Child ratio is maintained at all timesSPA & FITNESS CENTERTo promote the health and well being of out guests through providing se
