重生之我是第三者:Start of shift procedure翻班过程的开始

The St. Regis Shanghai
Standard & Procedure
上海瑞吉红塔大酒店
标准与程序
Position: Butlers
职位：专职管家
Department: Housekeeping
Dept. Head: Jevons Yang
部门：客房部
部门经理：仰平
HM Approval: Paul Nash
Date: Dec 1, 01
酒店经理批准：黎瑞邦
日期：2001年12月1日
Task: Start of shift procedure
Code: RM-BU-A009
任务：翻班过程的开始
序号：RM-BU-A009
Standard:
All Butler associates will be fully prepared to serve guest, and answer guest inquiries at the commencement of their shift, and will have updated information on hotel facilities readily accessible, to meet guest’s requests at all times.
标准：
所有专职管家部的员工在开始当班前必须做好充分的准备工作，对客服务并回答客人的问题。饭店信息确保及时了解及更新，确保在任何时候满足客人的需求。
Procedures:
1.       Arrive at the specific pantry room at least 15 minutes prior to of shift, in full and correct uniform.
2.       Arrive at the specific pantry room with Hotel Grand Master Key assigned from Security Check Point.
3.       Attend beginning of shift briefing conducted by Chief Butler or Shift leaders.
4.       Ensure all information and reports are handed over from the previous shift including arrivals, departures, VIPs in house or due to arrive, items outstanding to action on the trace report. Update relevant information on whiteboard.
5.       Ensure necessary forms requested by butler service are collected from Shift leaders.
6.       In butler’s pantry room, check computer terminal is logged on to the sign in screen.
7.       Read and sign On-Line Logbook and update information on the white board where necessary.
8.       Ensure adequate supplies of stationary at workstation including (pens, message pads, and other paper materials, etc.) are readily available in pantry room.
9.       Ensure equipments, coffee machine, water heater and fridge are in good working condition in pantry room.
10.    Ensure number of cutleries, tableware and glassware is adequate and match the par stock of each pantry room.
11.    Ensure adequate supplies of tea, coffee, sugar and other guest amenities are readily available in pantry room.
12.    Ensure pantry room is clean and tidy.
13.    Take over last shift’s duty according to a copy of checklist to ensure nothing being missed out.
程序：
1.       正确着装，当班时提前至少十五分钟到指定工作间。
2.       从保安检查点处签领酒店万能钥匙后携带到达制定工作间。
3.       班前例会的出席必须由专职总管家或当班主管的监督。
4.       确保所有上个班次相关信息和报告均已正确交接，包括抵店、住店以及离店贵宾的信息，及预抵和其他重要跟踪报告上未完成的内容。更新白板上的有关信息。
5.       确保从当班主管处取得必要的专职管家服务要求表格。
6.       在专职管家工作间检查并确保正确登陆进入系统。
7.       阅读并在电子交班本上签字，在必要的地方更新白板。
8.       确保工作间里有足够的备品（包括笔，留言单等其他用品）。
9.        确保工作间里的设备，咖啡机，热水器冰箱处在工作良好的条件下。
10.    确保并清点每个工作间里的餐具和玻璃器皿的数量。
11.    确保在工作间有足够的茶，咖啡，糖和其他的客需备品。
12.    确保工作间的干净和整洁。
13.    通过复制工作检查表来交接最后班次的任务，确保无任何事情遗漏。