ASSM0015 Daily Room Discrepancy Report.docx

ASSM0015 Daily Room Discrepancy Report.docx

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ASSM0015DailyRoomDiscrepancyReport

STANDARDOPERATINGPROCEDURE

标准工作程序

DAILYROOMDISCREPANCYREPORT每日房态差异报告

TaskNumber

任务编号:

FO02-ASSM-0015

Department

部门:

AssistantManager

大堂副理

DateIssued

签发日期:

May2010

2010年5月

Approvedby

批准人:

GeneralManagerMr.StephenYam

总经理任世敏先生

GuestExpectation

客人期望:

N/A

TimetoTrain

培训时间:

30minutes

30分钟

Whyisthistaskimportantforyouandourguests?

为什么这个任务对你和你的客人非常重要？

Answers回答:

1.ToensuretheaccurateroomstatusinthePMS.

确保酒店管理系统里的房态完全准确。

2.Toensurethesmoothandeffectiveoperationandcontrol.

保证流畅，有效的运作和控制。

3.Avoidtherevenuelossofthehotel.

避免酒店收入流失。

4.Avoidtheguestcomplaints.

避免客人投诉.

WHAT/STEPS

工作步骤

HOW/STANDARDS

怎么做/工作标准

TRAININGQUESTIONS

提问

1）Hotelpolicy

酒店政策

TheAssistantManageristoreceivetheDailyRoomDiscrepancyReportat9:

00am,3:

00pm&9:

00pmthreetimesfromHousekeepingonthedailybasis.

大堂副理每天会在早上九点，下午三点和晚上九点三次收到由客房部送来的每日房态差异报告。

TheAssistantManagermustlookintotheroomstatusdiscrepancyandtakenecessaryactiontoensuretheaccurateroomstatusinthePMS.

大堂副理必须调查所有房态差异情况，采取有效行动以确保管理系统里的房态与实际房态完全一致。

TheAssistantManagerisexpectedtohandletheroomdiscrepancy,solvetheproblemandfeedbacktodepartmentrelatedwithinonehouruponreceivingthereport.

大堂副理需要在接获报告后一个小时内处理完毕并向客房部和财务部反馈。

WhydowereceivetheRoomDiscrepancyReportonthedailyBasis?

为什么我们要每天收到房态差异报告？

WhydowehavetoensuretheaccurateroomstatusinthePMS?

为什么我们要确保管理系统里的房态与实际房态一致？

2）RoomStatusCode

房态代码

Pleasebeawareoftheroomstatuscodeasbelow:

酒店房态代码如下：

VR/VacantReady–Roomthathasnoguestoccupyingandiscleanedandreadyforguestcheckin,releasedbytheHousekeepingSupervisor.

VR/好房–房间是空房，而且是已被整理干净并且由客房部主管检查认可可以出售的房间。

VC/VacantClean–Roomthathasnoguestoccupyingandiscleaned,releasedbytheHousekeepingAttendant.

VC/干净房–房间是空房，而且是已被客房服务员整理干净的房间。

VD/VacantDirty–Roomthathasnoguestoccupyingbutisstilldirtyandnotreadyforguestcheckin.

VD/脏房–房间是空房，但是还没有被整理干净的脏房。

OD/OccupiedDirty–Roomthatisoccupiedbytheguestandusedbytheguest,isdirty.

OD/占用房–房间正在被客人占用的客用房

VM/VacantMaintained–Roomthathasnoguestoccupyingbuthasseriousdefectsandmaintenanceongoing,isnotsaleable.

VM/维修房/坏房–房间是空房，但是房间设施设备有问题，或有维修维护工程正在房间里进行。

VO–PMSshowsthatroomisvacantbutactuallytheroomisoccupiedbyaguest.

VO–系统里显示房间是空房但是实际房间里有客人占用。

OV–PMSshowsthattheroomisoccupiedbutactuallyroomisvacant,hasnoguestoccupying.

OV–系统里显示房间是客用房但是实际没有客人使用房间。

NB/NoBaggage–Thereisnoguestbaggageintheroom.

NB/无行李–房间里没有客人行李。

LB/小行李–Thereissmallbaggageorlittlebelongingsintheroom.

LB/LightBaggage–房间里有少量或小件行李。

DL/DoubleLock-Thedoorlockoftheroomisdoublelockedfrominsidebytheguest.

DL/双锁房–房门被客人从里面双锁.

DND/DoNotDisturb–TheguesthashungthedoorknobDNDcardonthedoorknoboutsidethedoorindicatingtheguestdoesn’twantanybodytodisturb.

DND/请勿打扰–客人开启请勿打扰指示灯或在门外把手挂上请勿打扰指示牌的房间.这表明客人不希望被任何人打扰.

SO/SleptOut–PMSshowsthattheroomisoccupiedbytheguest,butactuallytheguestsleptoutsideanddidnotusetheroomandbed.

SO/外宿–系统显示房间有客人占用,但实

际上客人没有回酒店过夜或使用房间和床.

Whydowehavetobeawareoftheroomstatuscode?

为什么我们要了解房态代码?

Whataretheroomcodesthatwearebaletosell?

我们可以出售哪些代码的房间?

Whataretheroomcodesthatwearenotabletosell?

我们不可以出售哪些代码的房间?

3）Handlingroomstatusdiscrepancy

-VO

处理房态差异-VO

VO–PMSshowsthatroomisvacantbutactuallytheroomisoccupiedbyaguest.

VO–系统里显示房间是空房但是实际房间里有客人占用。

Whenyouseearoomdiscrepancylikethis,itisusuallycausedbyfivereasonsaslistedbelow:

当有VO房态差异产生时,一般是由以下五种原因造成:

1.RoomChange–theFDAhandedouttheroomkeyfornewroomno.,butdidnotchangeroomno.instantlyinthePMSortheFDAhandedouttheroomkeyforthenewroomno.andchangedtheroomno.inthePMS,butthegueststillstayintheoldroom.

换房–当前台员工将新的房间钥匙交给了客人,客人进入了新的房间但前台员工没有及时在系统里换房号.

前台员工将新的房间钥匙交给了客人并在系统里更换了房号但是客人还停留在原来房间里.

2.NewCheckIn–theguestjustcheckedinbuttheFDAforgottocheckintheroominthePMS.

新入住–客人在前台已办理入住手续并进入房间,但前台员工忘记及时在系统里将房间登记.

3.CheckInWrongRoomNo.–TheFDAhandedouttheroomkeytotheguestbutcheckedinthedifferentwrongroomno.inthePMS.

登记错误房号–前台员工在办理完入住手续后在系统里登记了错误的房号.

4.CheckOutWrongRoomNo.–Whenotherguestcheckedout,theFDAcheckedoutadifferentwrongroomno.bymistake.

将错误房号退房–在一位客人办理退房手续时在系统里将错误房号退房.

5.SomebodyhandedouttheroomkeytotheguestandlettheguesttousetheroombutdidnotregistertheguestinthePMSdeliberately.

员工私自将房间交给客人使用并故意不在系统里登记.

WhentheAssistantManagerchecksouttheactualreasonfortheeachcaseofroomstatusdiscrepancy,redressestheroomstatusinthePMSaccordingly.

在大堂副理查明原因后,立即在系统里修正房态.

Trynottodisturbtheguestintheroom,youcanfindoutthecausesbycheckingR/C/roomchangerecord/foliobalance;questioningthestaffrelated.Butifyouhavetocontacttheguestinhousetofindoutthereason,doitinacourteousandconsiderateway.

尽量不要打扰房间里的客人,你可以通过清查登记单,查阅换房纪录,检查异常房间账目和查询有关员工找出问题原因.但是如果必须要联系客人查明原因,注意你的礼貌和沟通技巧.

Iffoundoutthatthecaseiscausedbyreasonno.5,itwouldbeseriousbreachofthehotelpolicyandyoumustreporttoFOMinstantlyforfurtherinvestigationandaction.

如果查明是第五种原因,必须立即向前厅部经理报告情况,进行进一步的确认和处理.

WhatarethefivereasonstocauseVO?

造成VO房态差异的五种原因是什么?

HowcanIcheckoutthereasonforindividualcase?

我们怎样才能找出每个案例的原因呢?

4）Handlingroomstatusdiscrepancy

-OV

处理房态差异-OV

OV–PMSshowsthattheroomisoccupiedbutactuallyroomisvacant,hasnoguestoccupying.

OV–系统里显示房间是客用房但是实际没有客人使用房间。

Whenyouseearoomdiscrepancylikethis,itisusuallycausedbyfivereasonsaslistedbelow:

当有OV房态差异产生时,一般是由以下五种原因造成:

1.RoomChange–TheFDAhandedouttheroomkeyforthenewroomno.andforgottochangedtheroomno.inthePMS,buttheguesthasalreadymovedoutfromtheoldroom.

换房-前台员工将新的房间钥匙交给了客人,客人从原来的房间已经搬出去但前台员工忘记及时在系统里更换房号.

2.NewCheckOut-TheguesthasalreadycheckedoutbuttheFDAforgottocheckouttheroomno.inthePMS.

客人退房离店–客人已经在前台办理了离店手续但前台员工忘记在系统里及时将房间退掉.

3.CheckOutWrongRoomNo.–Whenaguestcheckedout,theFDAcheckedouttheotherdifferentwrongroomno.butdidnotcheckouttherightroominthePMSbymistake.

将错误房号退房-在客人办理退房手续时前台员工错误地将别的错误的房间在系统里退掉而没有退掉正确的房间.

4.GuestWalkOut-TheguestleftthehotelwithoutcheckingoutattheFrontDeskbyvariousreasons.

无手续离店-客人由于各种原因在没有办理离店手续而且没有通知酒店的情况下自己离店.

5.FalseCheckIn–TheFDAcheckedintheroomno.inthePMSbymistake,actuallynoguestcheckedin.

误入住操作–前台员工在并没有客人入住的情况下错误地在系统里办理了登记房间.

WhentheAssistantManagerchecksouttheactualreasonfortheeachcaseofroomstatusdiscrepancy,redressestheroomstatusinthePMSaccordingly.

大堂副理在查明原因后,立即在系统里修正房态.

YoucanfindoutthecausesbycheckingR/C/roomchangerecord/foliobalance;questioningthestaffrelated.

你可以通过清查登记单,查阅换房纪录,检查异常房间账目和查询有关员工找出问题原因.

Insomecasesyoumayneedtocontacttheguestthroughtheguestcontactno.tounderstandtheactualsituationbecauseinmanycasesnoguestandnobaggageintheroomdonotmeanthatnobodyisoccupyingtheroom,doitinacourteousandskilfulway.

在一些情况下你需要联系客人确认实际房态因为有些时候房间没有客人和没有行李并不等于没有客人占用.联系时注意你的礼貌和沟通技巧.

WhatarethefivereasonstocauseOV?

造成OV房态差异的五种原因是什么?

HowcanIcheckoutthereasonforindividualcase?

我们怎样才能找出每个案例的原因呢?

Whydoweneedtocontacttheguesttofindoutthereasoninsomecases?

为什么我们有时候需要联系客人找出原因呢?

5）HandlingDND

处理DND房态

DND/DoNotDisturb–TheguesthashungthedoorknobDNDcardonthedoorknoboutsidethedoorindicatingtheguestdoesn’twantanybodytodisturb.

DND/请勿打扰–客人开启请勿打扰指示灯或在门外把手挂上请勿打扰指示牌的房间.这表明客人不希望被任何人打扰.

WhenweseetheDNDroomno.onthereportat9:

00am,normallywewillnotdisturbtheguestbyanymeanssuchasphonecallorknockingattheroomdoor.

当我们在早上九点报告上看见有请勿打扰房间,通常我们不会以任何形式去打扰客人如敲门或打电话等.

WhenweseetheDNDroomno.onthereportat3:

00pm,weneedtocontactguestbyphone.Iftheguestwasintheroom,courteouslyaskifhe/sheneedtheroommakeupservicebysaying:

如果在下午三点的报告上有请勿打扰房间,大堂副理需要用电话联系客人,当有客人接听电话时,礼貌地询问客人是否需要清理房间:

“GoodAfternoon,Mr/Mrs.White,IamAndy,theAssistantManager,sorrytodisturbyou,wewouldliketoknowifyouneedtheroommakeupserviceandthefollowingturndownserviceoftheday?

”

“下午好,怀特先生/太太,我是安迪,酒店大堂副理,很抱歉打扰您,我们想知道您今天还需要整理房间和开夜床服务吗?

”

Iftheanswerisnegative,makearecordandinformtheHousekeepingofNoNeedServiceandnottodisturbtheguestanymore.

如果客人回答不需要,做好记录然后通知客房部不再打扰客人.

Iftheanswerispositive,makearecordandinformthehousekeepingtoprovidetheserviceaccordingly.

如果客人回答需要服务,做好记录然后通知客房部提供服务.

Ifthereisnoresponsefromtheroom,makearecordandinformthehousekeepingtoleaveamessageunderdoor.

如果房间没有人接听电话,做好记录然后通知客房部给客人在门下留言.

IftheDNDroomhasbeencleanedupinthemorningthesameday,wewouldnotcalltheguestat3:

00pm.

对客房部标注在上午已经整理过房间的请勿打扰房间，我们在下午三点将不会打电话联系客人。

WhenweseetheDNDroomno.onthereportat9:

00pmagainwhichhadnoresponsefromtheroomduringthecontactat3:

00pm,wewilltrytocontacttheguestagain,ifthereisstillnoresponsefromtheroom,theAssistantManagerwillcallSecuritySupervisorondutytochecktheroomtogether.

当大堂副理接到九点的报告，上面仍有请勿打扰房间,而且是我们在三点联系时没有回应的房间,我们会再次尝试联系客人,如果还是没有回应,大堂副理将召唤保安部主管一同去客人房间按以下程序查房.

1.Knockattheroomdoorandcalltheguestnamefourtimesinproperlanguagebeforeopeningthedoor.

敲门并用中文或英文连续四次呼唤客人名字,如果还是没有回应使用钥匙卡开启房门.

2.Entertheroomandcheckeveryroomincludingbathroomandcloset.

进入房间并仔细查看每一个房间,包括洗手间和衣橱.

3.If