助力酒店管理 提升英语能力 Focus on hotel management and hotel English 前厅部管理制度和程序 STANDARD OPERATING PROCEDURES 标准操作程序 POLICY NO. 编号 FO-DM-001 FO-DM-002 FO-DM-003 FO-DM-004 FO-DM-005 FO-DM-006 FO-DM-007 FO-DM-008 FO-DM-009 FO-DM-022 FO-DM-024 FO-DM-028 FO-DM-030 FO-DM-031 FO-BC-002 FO-BC-005 FO-BC-006 FO-BC-007 FO-CON-002 SUBJECT 标题 Duty Check List 工作检查表 Bomb Threat 炸弹威胁 Car Accident 交通事故 VIP Check in 重要客人入住 Accident – Guest 意外—客人 Guest Complaints and Disputes 客人抱怨和争执 Request for Doctor/ Hospitalization 求医要求/住院治疗的要求 Fights 争斗 Fire 火灾 Lost & Found 丢失和发现 Safety Box 保险箱 Incoming Faxes/ Email at night time 夜间接受传真/电子邮件 Valuables 贵重物品保管 Guest Birthday 客人生日 Incoming faxes 接收传真 Meeting Room Rental 会议室租用 Outgoing Fax 发送传真 DHL / EMS/ Courier Services DHL 特快专递 Baggage Service for Arrivals 1 助力酒店管理 提升英语能力 Focus on hotel management and hotel English FO-CON-003 FO-CON-004 FO-CON-005 FO-CON-006 FO-CON-007 FO-CON-008 FO-CON-009 FO-CON-010 FO-CON-011 FO-CON-013 FO-CON-014 FO-CON-015 FO-CON-016 FO-CON-017 FO-CON-018 FO-CON-019 FO-CON-020 FO-CON-AR-001 FO-CON-AR-002 FO-CON-AR-003 FO-CON-AR-004 FO-CON-AR-005 行李抵达服务 Baggage Service for Departure 行李离店服务 Baggage Service for group Arrivals 团队行李抵达服务 Baggage Serviceforg roup Departure 团队行李离开服务 Baggage Storage 行李贮存服务 Brochures, Maps and Directions 指引册，地图，导游册 Flags 旗帜 All Incoming Items 所有收入条款 Newspapers 报纸 Outgoing Items 外送物件 Rooming Guest 陪同客人进房间 Shuttle Bus 班车 Outdated mail, faxes and parcels 过期的邮件，传真和包裹 Paging Service 呼叫服务 postal express service 邮政快递服务 Taxi booking and arrangement 出租车预订及安排 Trolley 手推车服务 Umbrella 雨伞服务 Airport send off 机场送行 Airport Pick Up 机场接客 Airport Lost Luggage 行李丢失 VIP Arrive-Limousine 接重要客人-豪华轿车 VIP Arrive-( By Taxi ) 接重要客人（用出租车） 2 助力酒店管理 提升英语能力 Focus on hotel management and hotel English 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 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 Lost & 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 Inventory 保险箱钥匙清单 FO-EFM-025 Safety Box 3 助力酒店管理 提升英语能力 Focus on hotel management and hotel English FO-EFM-027 FO-EFM-028 FO-EFM-029 FO-EFM-030 FO-EFM-031 FO-EFM-032 FO-EFM-033 FO-TEL-001 FO-TEL-002 FO-TEL-003 FO-TEL-004 FO-TEL-005 FO-TEL-006 FO-TEL-007 FO-TEL-008 FO-TEL-009 FO-TEL-010 FO-TEL-011 FO-TEL-012 FO-001 FO-002 FO-003 保险箱 Valuables 贵重物品保管 In-House Clinic 酒店医疗中心 Guest Birthday 客人生日 Guest Join-In Authorization 会员加盟授权 Guest Comments 客人意见 Booking at other Plaza Royale Hotel 豪廷酒店网络内约定 Hotel Events 酒店活动 Telephone Control DDD/IDD 国际/国内长途电话控制 Call Accounting System 电话记费系统 Call Barring and Unbarring 电话禁呼和解禁 Do Not Disturb Feature 请勿打扰事宜 Guest Locator Feature 为客人接电话至指定地点 Incoming Calls 接听来电 Operator Assisted Calls 接线员辅助呼叫 PABX Adcom Fax System 专用交换机传真系统 PABX Adcom Mail System 专用交换机邮件系统 Public Address Paging System 公共提示标志 Wake up Call 叫醒服务 Personal calls 私人电话 Baggage Service 行李服务 Business Center Service 商务中心 Engineering Service 工程服务 4 助力酒店管理 提升英语能力 Focus on hotel management and hotel English FO-004 FO-005 FO-006 FO-007 FO-008 FO-009 Handling Guest Complaints 处理客人投诉 Handling Incoming Calls 处理来电 Housekeeping Service 客房服务 Room Service-Incoming Call 客房送餐来电 In-Room Dining Order 客房用餐预订 Runner Service 特殊服务 5 助力酒店管理 提升英语能力 Focus on hotel management and hotel English Front Office Terms to Know 前厅部须知 A.H.&M.A. American Hotel and Motel Association. 美国饭店及汽车旅馆协会 Accommodate A promise of a room for a guest – if not in that hotel, then a commitment to find a room elsewhere. 对客人保证客房的承诺 Adjoining Rooms Two or more rooms side by side without a connecting door between them. In other words, rooms can be adjoining without being connecting. 两间或两间以上并排的、之间没有房门直接联系的房间。换言之，即 相互毗邻但不连接的房间。 Adjust/Adjustment A correction of an error that occurred on a previous day. 对于之前发生的错误给予的修改 Advance Deposit Prepayment of room charges. 房