前厅部筹建指导手册

前厅部筹建指导手册内容摘要：

r cleaning, if necessary Check overall cleanliness Pick up food and beverage items in the storage PM SHIFT Take over from AM shift and check the log book Prepare coffee and tea Repeat Guest Program print arrivals report and check in history if the customer is a repeat customer. Note how many times the guest stayed with us and then check if the customer has a repeat guest profile in the repeat guest system. Print Arrivals Option 6 – Report Menu Option 2 – Arrivals/Stayover/Departure Report Option 1 – Arrivals Tomorrow’s Date Printer 8 Check in Guest History Option 14 – Guest History Program Option 1 – Guest Master Profile Print Screen Press “F10” Button Type “X” Enter Repeat Guest Program Enter Option 2 – Guest Profile Search Name First Enter Profile with all available Information: Name Address Credit Card Number Room Type Any Other special Request (Which Wing, Room Number) Press 1 – Enter Press 2 – Enter No Check in guest history if the guest stayed previously in the hotel and if “yes”, how many times. Front Office Menu 14 – Guest History Menu 1 – Master Account Press Enter Concierge Lounge Checklist – AM Shift Concierge Lounge Checklist – AM Shift DATE: Initials Get the room keys Check curtains – turn on the lamp – turn TV to CNN Check log book Turn on AC and music Make coffee and tea Pick up food from the kitchen/store Set up the buffet Get newspapers – keep calling the front desk, if late Open lounge at AM Print an occupancy and arrival report Fill up the buffet when needed Keep tables clean and remove dirty plates as soon as guest is finished Transfer data from PMS to Repeat Guest Program and make printouts Check out guests upon reguest Check with concierge about ongoing events and get programs Clean lounge and remove buffet at specified time Prepare the buffet with cookies, soft drinks, etc. Take leftovers, property stored and covered, to the kitchen. Discard as needed Prepare order form for next day (get proper signature and distribute) Clean the dishwasher, coffee machine Clean shelves, refrigerators, etc. Pick up food and beverages form kitchen store Concierge Lounge Checklist – PM Shift Concierge Lounge Checklist – PM Shift DATE: Initials Take over shift, check log book Set up buffet, fill buffet Repeat Guest Program – check guest history Enter information in Repeat Guest Program Transfer data from PMS to Repeat Guest Program Print out arrival/departure from Repeat Guest Program Hand over list of all repeat guests to guest relations Keep lounge clean, remove empty plates as soon as guests are finished Bring out food, ice, sweets from kitchen c529a7d4a218fef2f21e4a65044904de Page 6 of 39 Have information about all city events Take leftovers to kitchen immediately, discard as needed Fill out daily consumption report Take inventory on days, as directed Pull curtains, turn off all electrical outlets Clean the dishwasher, coffee machine Clean shelves, tables, etc. Bring room keys to front desk Prepare AM set up Close the shift Concierge Lounge (sample hors d’oeuvres) 1. Tournedos with Herb Crust and Red Wine Sauce Variety of Smoked Fish Cheese Plate 2. Veal medallion Gratineed with Cauliflower Goose Liver Terrine Buffalo Mozzarella 3. Chicken Tenders with Honey Mustard Sauce Road Beef Roulade with Asparagus Brie and Camembert with Apple 4. Veal Meatball and Spinach, Shrimp Variety of Canape Stuffed Peppers with Hungarian Cheese 5. Bouchee Stuffed with Forest Mushroom Sweet Melon with Prosciutto Cheese Plate 6. Sweet and Sour Fish Plate with Berry Cream Cheese Canape 7. Lamb Kebab with Curry Sauce Salmon Rosette with Fresh Salad Stuffed Pepper with Hungarian Cheese 8. Turkey Medallion Florentine Variety of Canape Buffalo Mozzarella Basic Guidelines for the Concierge Lounge Basic Guidelines for the Concierge Lounge Wele every guest upon entering the lounge – use guest name Inform guests about ongoing events, sightseeing, etc. Have guest satisfaction forms available in the concierge lounge. Always take the opportunity to ask each guest if everything is satisfactory. Ask “repeat” guests and longstaying guests every now and then if they see areas for improvement. Open on time。 be sure you and the lounge look professional. The buffet needs to look clean and wellanized daily. Ensure that the occupied tables are cleaned as soon a the customer leaves. Be responsible for resolution of problems and follow up on them. We provide immediate to customers, as required. Ensure immediate and prompt attention to all guest concerns and plaints. Second effort program. Ensure resolution of recurring problems identified by customer input, through property QIT and department corrective action teams. Nurture and maintain an excellent working relationship with all department to ensure plete understanding of the guest relation coordinator role and quick response to all customer needs. We are helping to implement the Marriott Rewards Program in the hotel and help to enroll as many gue。