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1、MOD 五星级酒店值班经理报告MOD 五星级酒店值班经理报告ManageronDutyReport值班经理报告Date/日期ManageronDuty/值班经理Basement2/地下二层行政区域/停车区域AreasNeedtobeConditions标准Yes/NoActionTaken采取措施Checked检查区域StaffEntrance/员工入口ConstructionSite施工现场ConstructionProgress施工进度HousekeepingOffice客房部办公室PlantRooms/设备间Storehouse仓库PublicAreas/公共区域Corridors/Wa
2、lls/走廊/墙壁Stairs/楼梯Directions/指示牌FireExit/安全通道FireExtinguisher/灭火器Lightings/灯光/xDoorshut/门关闭Inlinewithfiresafetyrules®ulations/hotelrules®ulations/符合消防规范和酒店要求Locked/Lightsoff/ACoff门上锁/熄灯/空调关闭Inorder/状态良好Locked/Lightsoff/ACoff门上锁/熄灯/空调关闭Clean&tidy,ingoodcondition/整洁，状态良好Clean&tidy,ingoodconditio
3、n/整洁，状态良好Clean&tidy,ingoodcondition/整洁，状态良好Clean&tidy,ingoodcondition/整洁，状态良好Inorder/状态良好Inorder/状态良好Offexceptemergencylightings处于关闭状态，应急灯除外Extractor/通风Lane/车道Others/其它Inorder/状态良好Inorder/状态良好GroundFloorParkingArea/一楼停车区域AreasNeedtobeConditions标准Yes/NoActionTaken采取措施Checked检查区域ConstructionSite施工现场Co
4、nstructionProgress施工进度StaffCanteen员工餐厅Lightings/灯光Lane/车道Others/其它/xInlinewithfiresafetyrules®ulations/hotelrules®ulations/符合消防规范和酒店要求Locked/Lightsoff/ACoff门上锁/熄灯/空调关闭Inorder/状态良好Inorder/状态良好FrontEntrance/酒店前门AreasNeedtobeConditions标准Yes/NoActionTaken采取措施Checked检查区域ConstructionSite施工现场Construc
5、tionProgress施工进度Lightings/灯光/xInlinewithfiresafetyrules®ulations/hotelrules®ulations/符合消防规范和酒店要求Inorder/状态良好OutwardappearanceofInorder/状态良好theBuilding/酒店楼体外观Ad&LightBox/广告牌，灯箱SecurityGuard/保安Stairs/楼梯MainEntranceDoor/大门PlaceMat/防滑地垫GeneralLooking/总体感官Others/其它LobbyArea/大堂区域AreasNeedtobeConditi
6、ons标准Patrolling/巡视Clean&tidy,ingoodcondition/整洁，状态良好Inorder/状态良好Inorder/状态良好Inorder/状态良好Inorder/状态良好Yes/NoActionTaken采取措施Checked检查区域ConstructionSite施工现场ConstructionProgress施工进度Lightings/灯光BackgroundMusic/背景音乐Smell/气味Floor,Wall,Furniture地面，墙壁，家具StaffonDuty/值班人员状态AC&Extractor空调和通风LiftLandingArea/电梯厅El
7、evator/电梯轿厢Office/办公室FrontDesk/前台GreenPlants/绿色植物BusinessCenter商务中心Others/其它Level1th/1层西餐厅AreasNeedto/xInlinewithfiresafetyrules®ulations/hotelrules®ulations/符合消防规范和酒店要求NightSystem/夜班状态Off/关闭Fresh&Pleasant/清新宜人Clean&tidy,ingoodcondition整洁，状态良好InlinewithServiceStandards/符合服务标准Inorder/状态良好Clean&
8、tidy,ingoodcondition/整洁，状态良好Clean&tidy,ingoodcondition/整洁，状态良好Clean&tidy,ingoodcondition/整洁，状态良好Clean&tidy,ingoodcondition/整洁，状态良好Fresh/鲜活Clean&tidy,ingoodcondition/整洁，状态良好beConditionsYes/NoActionTakenChecked检查区域ConstructionSite施工现场ConstructionProgress施工进度Lightings/灯光BackgroundMusic/背景音乐Smell/气味Floo
9、r,Wall,Furniture地面，墙壁，家具StaffonDuty/值班人员状态AC&Extractor空调和通风Office/办公室GreenPlants/绿色植物Others/其它标准/x采取措施Inlinewithfiresafetyrules®ulations/hotelrules®ulations/符合消防规范和酒店要求NightSystem/夜班状态Off/关闭Fresh&Pleasant/清新宜人Clean&tidy,ingoodcondition整洁，状态良好InlinewithServiceStandards/符合服务标准Inorder/状态良好Clean&t
10、idy,ingoodcondition/整洁，状态良好Fresh/鲜活Floors6th-22th/6至22楼层AreasNeedtobeConditions标准Yes/NoActionTaken采取措施Checked检查区域Lightings/灯光BackgroundMusic/背景音乐Smell/气味Corridors/Walls/走廊/墙壁PantryRoom/工作间PlantRoom/设备间Others/其它Floors5th/5层健身房Lightings/灯光Smell/气味Floor,Wall,Furniture地面，墙壁，家具GreenPlants/绿色植物AC&Extracto
11、r空调和通风Gates/门/xInorder/状态良好Off/关闭Fresh&Pleasant/清新宜人Clean&tidy,ingoodcondition/整洁，状态良好Locked/门上锁Locked/门上锁Inorder/状态良好Fresh&Pleasant/清新宜人Clean&tidy,ingoodcondition整洁，状态良好Fresh/鲜活Inorder/状态良好Locked/门上锁Safety&SecurityControlRoom/消防监控中心StaffonDuty/值班人员LogBook/值班记录GeneralEnvironment总体环境Others/其它Inlinewi
12、thServiceStandards/符合服务标准Wellrecorded&Kept/详细记录并保存Clean&tidy,ingoodcondition/整洁，状态良好StaffNamesonDuty/各部门当班人员姓名HousekeepingCaptain/客房部领班：Receptionist/前台接待：SecurityCaptain/保安部领班：Engineer/工程部维修工：HotelProductstest(2staff,2questionsforeach)/酒店产品知识抽查（2名员工，2个问题/人）1.Name姓名_Question问题_Answer答案_Question问题_Ans
13、wer答案_2.Name姓名_Question问题_Answer答案_Question问题_Answer答案_Talkwith2StaffandgettheirFeedbacks&OpinionsonHotelManagement/征求2名酒店员工对于酒店管理的意见3.GoodPoints/优点_4.AreasNeedtobeImproved(Complaints)/建议改进的方面(投诉)_TalkwithGuestandgettheirFeedbacks&OpinionsonHotelManagement/征求宾客对于酒店管理的意见1.GoodPoints/优点_2.AreasNeedtob
14、eImproved(Complaints)/建议改进的方面(投诉)_Occupancy/出租率TotalRoomsHandoverUp-to-date/酒店房间总计Completedby/值班经理签名:Time/时间：扩展阅读：MOD值班经理报告7页ManageronDuty(MOD)Report店值经理的检查报告DateofInspection检查日期：_NameofInspector检查人员姓名：_Title职位：_GeneralProcedures程序概要1.YouaretheappointedrepresentativeoftheGeneralManagerduringnon-offi
15、cehoursandareresponsibleforourqualityandservice,aswellasthesafetyandsecuritytoourguestsandemployees.您将在非办公室工作时间代表总经理对酒店的质量和服务以及客人和员工的安全负责。2.DutyTimeonweekday：17:30-08:30,onweekendorpublicholiday：08:30-08:30您的值班时间：正常工作日为晚17：30至次日早8：30；周末或者公共假日为早8：30至次日早8：30。3.Pleasekeepyourmobilephonereachableuntilyo
16、urdutyend.PleaseinformtheOperatorandDutyManagerwhenyoustarttobeonduty.请保持您的手机在店值期间开启并处于畅通状态。当您开始值班时，请通知总机和前厅值班经理。4.Makeyourselfvisibletothehotelemployeesandassistifnecessary.Yourplaceisthelobbynotyouroffice.您必须保证酒店员工能够看到您并且您能够提供必要的帮助，您的工作地点是在酒店的各营业区域而不是办公室内。5.Makesuretocoverthepublicareasandbackofth
17、ehouseareaswhileonduty.Checkandnoteinyourreportanyhazardoussituationsandsafetyinfractions.请确保您的检查范围覆盖酒店所有公共区域和后台区域，并且要保证将任何违反安全规定的情况记录在店值报告中。6.Atotalof2roomsfromdifferentfloorstobeinspectedovertheperiod.您必须在店值期间检查至少2间不同楼层的房间。7.Incaseofextremeemergency,ensurethattheGeneralManageriscontacted.一旦遇到重大紧急情
18、况，必须及时通知酒店总经理办公室成员。8.PleasesubmitthisreporttotheGeneralManagerafteryoucompletetheduty.在店值结束后请将此报告呈报总经理办公室。Checkonthefollowing请检查以下各项目：Occupancy出租率：Expectedarrivals预计抵店间夜数：Expecteddeparture预计离店数量：第1页共7页Noteanycatering/banquetfunctionsoreventorder:记录餐饮及宴会等活动：_A.PleasefollowtheMODhandoverprocedure.请遵循店
19、值交接班制度。B.CheckanyVIPBandVIPAroomset-up/Grouparrivalsandtheirarrangements.检查VIPB和VIPA抵店房间安排/团队以及他们的安排。C.Mainlobbyentrance.Ifyes,pleasecheck“V”.IfNo,pleasespecify.酒店大堂正门。如果“是”，请划“V”。如果“否”，请写明问题。YES是NO否-Istheentrancefreefromobstructions?酒店正门道路是否无障碍（通畅）？-Hotelexteriorlightandlogoarelightedproperly?酒店外观灯
20、和标识灯是否正常？-Arethebellboyswellgroomed?行李员仪容仪表是否符合要求？-Arethebellboysalert?行李员是否时刻关注客人需求？-Dotheygreettheguestsinafriendlymanner?他们是否礼貌友好的问候客人？-Whatisyourimpressionofthelobby;pleasepayalsoattentiontofixtureandfurnitureaswellasguestsandplants.大堂给您的印象是什么？请关注酒店的设备、家具、植物及客人。Yourcomments您的观点：_Ifspaceisnotenou
21、gh,pleaseturnoverandspecify.如填写空间不够，请翻过背面详细说明。DGuestFloors住客楼层Pleaseinspectafewrandomlyselectedguestsfloorsandcheckthefollowing:请随意挑选楼层并做以下检查：InspectedFloors:_,_检查楼层：TimeofInspection:from_to_andfrom_to_.检查时间：YES是NO否Remark（备注）-Istheresufficientlightinginthecorridors?走廊照明是否充足并且完好？-Arethecorridorsclean
22、andtidy?走廊内是否干净整洁？第2页共7页-Aretheexitdoorsclosed?消防门是否关闭？-Aretherepeopleonthefloorswholookssuspicioustoyou?(Inthatcasesecuritymustbeinformed)楼层内是否有异常情况或者可疑人员（如果有请及时通知保安部）-Aretheashurnsneartheelevatorclean?电梯间的垃圾是否被及时清理？-Arethefirehosecabinetsingoodcondition?消防设施和管道（消防栓）是否处于良好状态？-Arethepantryareasclean
23、andtidy?楼层服务间是否干净整洁？-Arethereanyotherdefectsofsafetyhazards?是否存在其它安全隐患？EGuestRooms客房Doestheroomappeartoyouatthefirstglanceclean(Yea/No)pleasant(Yes/No)inviting(Yes/No)andsmellsfresh(Yes/No)?Ifyes,pleasecheck“V”.IfNo,pleasespecify.房间给您的第一印象是否干净（是/否）？是否舒适（是/否）？是否令人动心（是/否）？是否空气清新（是/否）？如果“是”，请划“V”。如果“否”
24、，请写明问题。Pleasecheckonthelistlistedbelow,forcleanliness,availabilityanddefects.StateintheActionColumnifmaintenanceoffollowupisrequired.请按照以下列出项目检查并填写，包括客房清洁方面、实用性和存在的缺陷，并详细记录需要维修的问题。RoomNo.房号：EntryWay入口通道Bedroom卧室HallWay房间走廊MiniBar/Glasses迷你吧/水杯Door房门LuggageRack行李架Safe保险箱Carpets地毯Mirror壁柜门镜子Furniture/
25、Fixture家具/设备Lights灯光Air-conditioning空调Mirrors镜子Paintings油漆BathRoom浴室BathroomLights浴室灯Mirrors浴室镜子Sink水池BathTub浴缸Toilet恭桶Amenities用品Telephone电话AllFixtures所有设备Towels毛巾RoomNo.房号：EntryWay入口通道Bedroom卧室HallWay房间走廊MiniBar/Glasses迷你吧/水杯Door房门LuggageRack行李架第3页共7页Safe保险箱Carpets地毯Mirror壁柜门镜子Furniture/Fixture家具/
26、设备Lights灯光Air-conditioning空调Mirrors镜子Paintings油漆BathRoom浴室BathroomLights浴室灯Mirrors浴室镜子Sink水池BathTub浴缸Toilet恭桶Amenities用品Telephone电话AllFixtures所有设备Towels毛巾ETheCafe咖啡厅Timeinspected检查时间:Yes是No否Greetguestbyname(ifknown).是否主动向客人问好（如果知道请叫出客人名字）。CutleryandChinawarelooksclean.餐具是否干净。Managerispresentduringse
27、rvice.服务期间管理人员是否在现场。Dishesareclearedpromptly.用过的餐具是否被及时撤下。Staffsbehaviorandgroomingisprofessional(nochit-chat).员工行为举止和仪容仪表是否符合规定（不准闲聊）。Hotfoodishot,coldfoodiscold.食品温度是否适宜。Commentsonthequality,quantityandpresentationofthefoodandpaceofservice:请填写对于菜品质量、数量、食物陈设以及服务效率方面的评价：Ifspaceisnotenough,pleaseturn
28、overandspecify.如填写空间不够，请翻过背面详细说明。FVictoriaCafeKitchen维多利亚咖啡厅厨房(includingStewarding包括管事部)Kitchenareatobeinspectedintheafternoon(notintheopeninghours).在下午检查厨房区域（非营业时间）。Yes是No否Thefoodisproperlystored.食物是否被合理储存。Refrigeratordoorsareclosed.电冰箱（冷库）门是否关闭。Thecrockeryandutensilsarecleanandproperlystored.餐具器具是
29、否干净并被合理存储。Kitchenlooksclean.厨房整体是否整洁。Dishwashingareasdrainagelooksclean.洗碗水盆是否清洁干净。第4页共7页Thegarbagebinsarewashedandtightlycovered.垃圾桶是否被清洗干净并且在不用的时候被盖严。Chefsarehygienic.厨师是否符合卫生标准。Hand-washingstationissufficient,e.g.soap,brushetc.?洗手处的供应品是否充足，例如香皂、刷子等等。GMetropolitanBar都市酒吧Timeinspected检查时间:Yes是No否Gr
30、eetguestbyname(ifknown).是否主动向客人问好（如果知道请叫出客人名字）。GlasswareandChinawarelooksclean.餐具和酒具是否干净。Tablesareclearedpromptly.饮料台和餐台是否被及时清理。Staffsbehaviorandgroomingisprofessional(nochit-chat).员工行为举止和仪容仪表是否符合规定（不准闲聊）。HThePranceRestaurant鲍鱼王子Timeinspected检查时间:Yes是No否Greetguestbyname(ifknown).是否主动向客人问好（如果知道请叫出客人名
31、字）。Staffsbehaviorandgroomingisprofessional(nochit-chat).员工行为举止和仪容仪表是否符合规定（不准闲聊）。Anyviolationofhotelregulationorsafetyloophole是否有违饭店贵或安全隐患ICuisineMasterHotPot食神锅奉行Timeinspected检查时间:Yes是No否Greetguestbyname(ifknown).是否主动向客人问好（如果知道请叫出客人名字）。Staffsbehaviorandgroomingisprofessional(nochit-chat).员工行为举止和仪容仪表
32、是否符合规定（不准闲聊）。Anyviolationofhotelregulationorsafetyloophole是否有违饭店贵或安全隐患JExecutiveLoungeBusinessCenter怡景阁行政酒廊商务中心Timeinspected检查时间:Yes是No否Greetguestbyname(ifknown).是否主动向客人问好（如果知道请叫出客人名字）。Loungelookscleanandfurnitureproperset.整体酒廊是否干净家具放置合理。Staffbehavesprofessionally(nochit-chat).员工行为举止是否符合规定（不准闲聊）。Sta
33、ffsarewellgroomed.员工仪容仪表是否符合规定。第5页共7页KGYMandSPA健身房和洗浴中心Timeinspected检查时间:Yes是No否Greetguestbyname(ifknown).是否主动向客人问好（如果知道请叫出客人名字）。Equipmentlookscleanandfurnitureproperset.设备是否整洁以及家具放置合理。Staffbehavesprofessionally(nochit-chat).员工行为举止是否符合规定（不准闲聊）。Staffsarewellgroomed.员工仪容仪表是否符合规定。LStaffArea员工区域Pleasepl
34、aceatickforeacharea(ifrelevant).Ifyes,pleasecheck“V”.IfNo,pleasespecify.请记录各区域状况。如果“是”，请划“V”。如果“否”，请写明问题。StaffCanteenLockerRoomDormitory员工食堂员工更衣室宿舍Yes是No否Yes是No否Yes是No否Theenvironmentisclean.环境是否清节。Thesmallofenvironmentisacceptable.环境是否有异味。Allequipmentandfixtureareproperlylocated.所有物品和设施是否放置整齐。Thegar
35、bagebinsarewashedandtightlycoveredwhennotinuse.垃圾桶是否干净，不用时被盖严。Thestaffondutyisonthesite值班人员是否在岗。Electricityisproperlyusing.电器使用是否合理，有无隐患。MPublicSecurity&CCTVRoom公共区域安全及中控值班室Timeinspected:/检查时间：PatrolhotelcarparkWestEntranceandbasement.CommentsonSecuritystaffonduty,anyemergencycase.巡视酒店西门停车位和地下停车场，请填写对于保安部值班员工的评价观点，是否有紧急情况：NGeneralComments值班总述：第6页共7页Ifspaceisnotenough,pleaseturnoverandspecify.如填写空间不够，请翻过背面详细说明。DescribeProblems描述问题Actionby跟进（方法或部门）第7页共7页第 16 页 共 16 页