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1、喜达屋酒店及度假村管理集团REVISED: 6 AUGUST 2013STANDARD 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
2、 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-B
3、C-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F
4、O-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Newspapers报纸FO-CON-011 Outgoing Items外送物件 FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CO
5、N-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 Arriv
6、e-( 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
7、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 Lo
8、st & 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 Inventor
9、y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 Con
10、trol 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
11、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-Incom
