洲际酒店客房中英文版SOP

洲际酒店sop标准作业流程模板

洲际酒店SOP标准作业流程模板在酒店管理领域中，SOP（Standard Operating Procedure，标准作业流程）是非常重要的一部分。

SOP是一套详细的指导方针和规定，旨在确保酒店的每一个环节都能按照最高标准和最有效率的方式进行。

在洲际酒店（InterContinental Hotels Group）中，SOP被视为确保卓越服务和客户满意度的关键。

1. SOP标准作业流程的定义SOP标准作业流程是指酒店在各项运营工作中所需要遵循的一系列标准化程序和作业流程。

这些程序和流程涵盖了酒店的各个部门和岗位，包括前厅、客房、餐饮、销售、市场营销、财务等等。

通过SOP，酒店员工可以清楚地知道自己在工作中需要做什么，如何做，以及为什么这么做。

这不仅可以提高工作效率，还可以减少错误和提升服务质量。

2. 洲际酒店SOP的重要性洲际酒店作为国际知名的连锁酒店集团，其SOP显得尤为关键。

洲际酒店一直以来都以卓越的服务和高品质的管理而著称，而SOP正是为了确保这一点而存在的。

从员工的入职培训开始，洲际酒店就会向他们介绍SOP，并且要求他们严格遵守。

这样的做法不仅可以帮助员工更快更好地融入工作，还可以提升员工工作素质和专业水平。

3. 洲际酒店SOP的内容洲际酒店的SOP包含了各个方面的标准作业流程，从员工着装、客房清洁、客户接待、餐饮服务、安全管理等等，无一不详细规定。

在客房清洁方面，SOP会规定清洁人员应该如何进行客房打扫，哪些区域需要重点清洁，如何摆放毛巾和洗漱用品等等细节。

这样一来，无论客人住在哪家洲际酒店，他们所获得的服务都是一样的标准化，而这也是洲际酒店一直保持高品质服务的重要保障。

4. 个人观点与总结我个人认为，SOP标准作业流程对于酒店管理来说是至关重要的。

它不仅可以确保酒店的服务质量和标准化，还可以帮助员工更好地理解自己的工作职责，提升整体工作效率。

洲际酒店作为一家国际知名的连锁品牌，其对SOP的重视和实施也正是其长期保持行业领先地位的重要原因之一。

洲际酒店西餐厅标准

Menus and any other printed material are in
1 good condition & clean
菜单或其他印刷品完好干净
Newspaper(s) available, current & in good
1 condition
提供最新的报纸（干净完好）
1 Temperature is comfortable 室温宜人
2
Drink brought within 3 minutes of ordering 点餐后的3分钟之内送上饮品
A La Carte item brought within 15 minutes of ordering ( within 10 minutes if ordered from buffet station) / within time advised by staff 2 单点的菜品为15分钟送上（若点自助餐菜品，则10分钟送上），或者在员工告之的时间内送上
about it
牛
奶用壶装（如果是两人份，而且是不同种类
的牛奶，需要加标签）
Brown & white sugar + sweeteners available
1 (individually wrapped)
提供独立包装的红塘、白糖和甜味剂
2 1.5 1 0
Food sampled from buffet is flavoursome & of good consistency 自助餐摆台的食物美味，并保持良好的一贯性
子上
Y/N 是/否
Score 分数
Buffet Breakfast
Breakfast

酒店服务指南(中英文版) (1)

服务指南THE SERVICE GUIDE目录总经理致辞大堂服务LOBBY SERVICES1．大堂经理Assistant Manager2．问讯∕留言Informatio n ∕ Message3．预订∕接待Reservation ∕ Reception4．收银∕结账Cashier5．信用卡Credit Card6．退房时间Check-out Time7．客房门卡Room Card8．行李服务Luggage Service9．大堂保险箱Lobby Safe box10．商务中心Business Center11．残疾人士设施Handicapped Facilities12．着装Dressing13．停车Parking客房服务GUEST ROOM SERVICES1．客房中心Housekeeping Center2．房间清洁服务Room Cleaning3．房间夜床服务Turn-down Service4．洗衣服务Laundry Service5．小酒吧Mini-Bar6．房间加床服务Extra Bed7．送餐服务Room Service8．擦鞋服务Shoes-shine Service9．叫醒服务Wake-up Call10．电话Telephone11．电吹风Hair Dryer12．电熨斗/烫衣板Iron / Iron Board13．房间保密/电话免打扰Keep the Room Number Secret/Avoid Being Disturbed 14．失物招领Lost And Found15．电视节目TV Channel16．网上漫游Internet Service17．空气调节Air Conditioner18．电源总开关Energy Saver19．电源说明Power Supply20．紧急情况Emergency餐饮服务FOOD & BEVERAGE SERVICES1．宴会预订Banquet Reservation2．中餐厅Chinese Restaurant3．送餐服务Room Service娱乐服务ENTERTAINMENT SERVICE1. 商务区Business district (CBD)2．量贩区ktv Volume area ktv康乐服务RECREATION SERVICE康乐中心The recreation center安全指南SAFETY DIRECTORY1．遵守措施comply with the measures2．宾客注意事项Guest’s Notices3．安保Safeguard4．火警Fire Prevention5．火警须知Fire alarm notice电话指南TELEPHONE DIRECTORY1．拨打客房电话Room to Room Calls2．拨打外线电话Outside Calls3．国内直拨电话DDD Calls4．国内、国际直拨须知IDD&DDD Service Guide客房物品有偿价格表GEST ROOM ITEMS PAID A PRICE LIST尊敬的宾客：欢迎阁下光临湛江富丽华大酒店！我们本着“安全至上、客人第一”的服务宗旨，谒尽全力，热诚为阁下提供最周到的服务，令您真正感到宾至如归。

星级酒店服务指南(中英文版)

目录总经理致辞大堂服务GRAND LOBBY SERVICES1．大堂经理 Assistant Manager2．问讯∕留言 Informatio n ∕ Message3．预订∕接待Reservation ∕ Reception4．收银∕结账 Cashier5．外币兑换 Foreign Currency Exchange6．信用卡 Credit Card7．退房时间 Check-out Time8．客房门卡 Room Card9．行李服务 Luggage Service10．大堂保险箱 Lobby Safe box11．商务中心 Business Center12．商场 Shopping Center13．残疾人士设施 Handicapped Facilities14．擦鞋服务 Shoe-Shine Service15．花店 Flower Shop16．租车 Car Hire17．着装 Dressing18．停车 Parking19．行政楼层接待处 Executive Floor ReceptionGUEST ROOM SERVICES1．客房中心 Housekeeping Center 2．房间清洁服务 Room Cleaning 3．房间夜床服务 Turn-down Service 4．洗衣服务 Laundry Service5．小酒吧 Mini-Bar 6．房间加床服务 Extra Bed 7．送餐服务 Room Service 8．擦鞋服务 Shoes-shine Service 9．叫醒服务 Wake-up Call 10．饮用水 Drinking Water11．电话 Telephone 12．电吹风 Hair Dryer 13．冰块 Ice Cube 14．电熨斗/烫衣板 Iron / Iron Board 15．房间保密/电话免打扰16．失物招领 Lost And Found 17．电视节目 TV Channel18．网上漫游 Internet Service19．空气调节 Air Conditioner 20．电源总开关 Energy Saver 21．电源说明 Power Supply 22．无烟楼层 Non-smoking floor23．医疗服务 Clinic Service 24．环境保护 Environmental Protection 25．紧急情况 EmergencyFOOD & BEVERAGE SERVICES1．宴会预订 Banquet Reservation 2．大堂吧 Lobby Bar3．西餐厅 Western Restaurant4．行政酒廊 Executive Lounge 5．中餐厅 Chinese Restaurant6．日韩餐厅Japanese & Korean Restaurant7．洗浴自助餐厅 Bath buffet Restaurant 8．会议室 Conference Room 9．送餐服务 Room Service会馆服务HEALTH& ENTERTAIMENT SERVICE1．洗浴 Bathe2．游泳馆 Swimming Pool3．健身房 Gymnasium Center 4．电影厅 Film Hall 5．休息厅 Lounge6．游乐区 Game Area 7．棋牌室 Chess and Mahjong Room8． SPA理疗室安全指南SAFETY DIRECTORY1．遵守措施2．宾客注意事项Guest’s Notices3．安保 Safeguard4．火警 Fire Prevention5．火警须知 Fire alarm notice电话指南TELEPHONE DIRECTORY1．拨打客房电话 Room to Room Calls2．拨打外线电话 Outside Calls3．国内直拨电话 DDD Calls4．国际直拨电话 IDD Calls5．国内、国际直拨须知 IDD&DDD Service Guide 6．国内、国际长途电话区号 IDD&DDD DIRECTORY附表客房物品有偿价格表富阳香雪海宾馆热忱欢迎阁下光临尊敬的宾客：欢迎您下榻富阳香雪海宾馆您的到来，我们饭店全体员工都感到非常荣幸，此《服务指南》为您详细介绍了饭店的各项服务及设施。

洲际酒店客房(中英文版)SOP

中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网Summary questions:问题概述：1.Where should the Butler wait for the Guest?管家应该在哪里等客人？2.Which steps need to be followed when checking the guest in?在客人登记时，应做哪些步骤？3.Why is it important that we take the guest to the room?为什么带客人到房间非常重要？4.Should all guests receive an introduction to the room / hotel?所有客人都要求介绍房间和酒店吗？5.What do I have to introduce and why?我们必须介绍什么？为什么？Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到尾进行实践操作并做测试中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网3.W hy do I need to apologize?为什么我要道歉？4.W hat is important about taking action?采取行动时什么最重要？5.W hy is the follow up so important?为什么跟进如此重要？6.A re all complaints reported on the Log Book in your department?所有的投诉都需要记录进你部门的记录本吗？7.A re all complaints reported to the Executive office?所有的投诉都需要报告行政办公室吗？Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到位进行实践操作并做测试。

客房服务指南中英文

目录一、总经理致词Welcome Speech∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙2二、“绿色通道”一键式服务Service Centre∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙3三、客用设施Guest Facilities ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙4四、餐饮指南Food＆Beverage Guid∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙8五、会议设施Conference Facilities ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙9六、康乐中心Recreation Center &商品部Shop Center ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙11七、电话指南Telephone Guide∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙13八、外宾须知FOREIGNGUEST∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙18九、客用品损坏赔偿价目表Guest Service Items Compensate Price List∙∙∙∙∙∙∙20 十创建绿色酒店，倡导绿色消费Respond to Green Olympic, Promote Green Service, and Call for Green Consumptio∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙25尊敬的宾客：非常荣幸地欢迎您下榻金潮玉玛国际酒店！我谨代表本人及酒店全体员工向您表示热烈的欢迎并致以诚挚的问候！衷心地希望您在住店期间身心愉悦！金潮玉玛国际酒店致力于为您提供高水准富于人性化的精细服务，使您的每个需求能够得到完美解决。

酒店手册含英文翻译

酒店手册含英文翻译前台服务接待：(内线电话：2100、2101)总台接待处24小时为阁下服务，为宾客办理住宿登记，提供相关信息查询。

订房：(内线电话：2108、2118、2035)营销中心为客人提供客房预订服务。

您若有订房需要，请与营销中心联系。

结帐：(内线电话：2102)总台结帐处24小时为您提供交付押金、退房、结帐及帐务查询服务。

住客可以用现金或酒店接受的信用卡支付您的房、餐、洗衣、旅游咨询：（内线电话2035、2114）为您提供旅游咨询，代办旅游业务。

外币兑换：(内线电话：2102)总台收银处提供世界通用的主要货币兑换人民币服务。

贵重物品寄存处：(内线电话：2100、2101)总台接待处免费为您提供贵重物品寄存服务。

行李处：(内线电话：2008)住客需要行李搬运，请与大堂行李处联系，大堂设有免费行李寄存处。

失物招领：(内线电话：2106)如果您发现物品遗失或招领失物，请与大堂副理联系。

商场：(内线电话：2090)为您提供各色食品、茶叶、饮品、精美工艺品、旅游纪念品、日用百货，任您选购。

商务中心：(内线电话：2114、2117)为您提供打字、复印、传真、旅游办理、订票、邮寄、出租电脑等服务，服务时间：7:30—21:00,其余时间可与前台联系.客房服务小酒吧：(内线电话：2121)房内小酒吧酒水、小食品价格详见价格表，使用时签单认可。

请阁下注意：酒水饮料一经开启，无论饮用与否，其费用即计入您的帐单。

若需添加，请通知客房中心。

洗衣服务：(内线电话：2121)如您需洗衣或熨烫衣服，请将衣服准备好，装入洗衣袋内，填好洗衣单，服务员于每日上午10时前收集,当天送回。

酒店亦可办理5小时加快服务，最后收取时间为15点。

阁下务必将衣服中物品取出，酒店不对衣袋内物品因洗涤导致的损失负责。

宽网服务：(内线电话：2121)阁下房间内配备国际互联网“Internet”插口，提供免费上网服务。

上网操作，请参照上网须知。

国际酒店管理制度(中英文)

ABOUT THE HANDBOOK关于员工手册This handbook has been prepared as a guide to help you with the basic philosophy of our organization.本入职培训手册将帮助您了解我们的理念和基本要求。

From time to time, we revise this booklet to keep abreast of changes, but we cannot republish this booklet each time a change occurs therefore, some material may become obsolete without prior notice to you .If any information contained in this booklet is in conflict with information published at a later date within the company, the information contained in those bulletins, policies, etc, will prevail. As the contents of this booklet change they will be posted. You are solely responsible for regularly updating your own handbook.我们一直在努力争取给您提供最新信息，但由于一些不可估算的因素，本手册将根据您所工作的具体地点在一些细节上做出未有事先通知的变更，手册信息内容以最新变更的如公告、政策等中的内容为准。

本手册的内容变化是将公布于众。

请您确有其事保自己已经得到了这些重要的变更信息。

OUR_GUIDE_FOR_YOU-洲际酒店员工手册

在洲际酒店集团，我们珍视每位员工的喜好与专长，我们创造一个
成长、发展与取得成果的环境。

我们让你有一个空间……
“尽炫自我”
Merlin每日更新，因此，请随时登录网站了解信息。

成长的空间
你将得到支持和机会，发展自我，追求理想的事业目标。

0
自我的空间
你的贡献将会得到回报与认可，同时我们也重视你个人生活的重要性。

洲际酒店集团的员工福利
全球福利
洲际酒店管理集团员工酒店住房优惠计划
你可以在全球范围内洲际酒店管理集团下属的
任何一家酒店享受特殊优惠的员工价格。

欲知详情请登录：
员工奖励和表彰计划
我们将会通过酒店的员工奖励和表彰计划对于
你对洲际酒店管理集团的努力工作和奉献予以
表彰。

你可以通过酒店人力资源部推荐你的朋友加入
你可以随时登陆洲际酒店管理集团全球招聘网
查询全球洲际酒店。

国际品牌酒店 F&B BQT SOP

紫金港国际饭店BANQUET SOPOPENING A FUNCTION ROO活动场地的开放1)Open the door and check the room打开房门并检查房间Switch on the lights, check the temperature and check if the room smells fresh.打开灯，检查房间内的温度和房间内的气味Check the setup of the tabletop according to the event order and check readiness of the utensils in the Service Station.检查所有桌面上的摆台和服务台上的器具是否按照宴会单的要求布置好All must be ready for service 30 minutes prior to the functions start and the guest arrive.以上所有的程序必须在客人和活动开始前30分钟前检查完毕Ensure that all of the preparation is done in time.确保所有的准备工作在规定时间内完成Arrange the appropriate assignments to the staff.合理安排、分配好员工的工作OPENING AND SETTING UP A BAR布置酒吧和酒吧的使用1)Set the bar table摆放酒水台Set the bar table with skirting. The size of the bar number of tables is depending of the size of the event; how many guests, type & quantity of beverages required, etc(Set up can differ per hotel, some hotel use mobile bar or glass tables, need to adjust according to individual hotel standards)摆好酒水台并围好台裙。

洲际客房主管工作描述(中英文)

洲际客房主管工作描述JOB TITLE: Housekeeping Supervisor职位：客房主管AREA/DEPARTMENT: Housekeeping部门：客房部JOB BAND: 7级别：7HOTEL LEVEL: V酒店星级： 5REPORTS TO: Assistant Housekeeper上级：客房部经理助理POSITIONS SUPERVISED: Room Attendant;职位监督：客房服务员JOB SCOPE: Responsible for the operational efficiency of all housekeeping areasand the service delivery of those areas within budgeted guidelines.Promotes the desired work culture around the five core values of Trust,Integrity, Respect, One Team and Service of the InterContinentalHotels Group and the brand ethos.职责范围：负责客房部所有区域的有效运作及该区域在预算方案内的运送服务。

围绕五大核心理念：信任、诚实、尊重、团队及服务提升洲际酒店集团的品牌价值及企业文化理念。

TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards.证明：我确认已阅读职责，并按照以上所描述工作要求的标准执行我的职责。

Signature签名: …………………………………………………………………………………… Date日期: ……………Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 1 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 2 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 3 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 4 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 5 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 6 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 7 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 8 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 9 of 5。

洲际酒店行为规范(英文)

UNSATISFACTORY PERFORMANCEWhat is unsatisfactory performance and when does it apply?Unsatisfactory performance is performance that falls below acceptable levels of quality, quantity, timeliness and cost effectiveness.Examples:∙Failure to meet deadlines∙Failure to achieve set quotas/targets∙Unsatisfactory level of errors/defects/complaintsPerformance improvement solutions:Performance management may involve one or more of these steps below:∙Coaching/DevelopmentWhere an employee new to a role requires guidance in the development of the skills, knowledge and experience necessary to meet the requiredperformance levels.∙Corrective CounselingA problem solving discussion to eliminate the barriers to performance wherean employee is adequately trained and experienced yet has failed to meet required performance levels.∙RedirectionRedirect and refocus the employee where they lack clarity of understanding of their role, responsibilities and/or tasks. Do this by identifying the:∙Main requirements of the job as clearly and concisely as possible, and∙Performance Standards required.∙Performance Improvement PlanThese are short term goals which are agreed with the employee andmonitored regularly to measure and whether the employee is correcting its performance issuesThe objective of the performance improvement process is to educate and correct employee behaviour and/or performance.In order to help measure and monitor whether the employee is correcting their behaviour sometimes Short Term Performance Objectives need to be agreed and put in place.Key points to remember when agreeing any objectives:∙The objectives need to be reasonable in that the employee can meet them within the agreed timeframe∙The objectives should be measurable∙The objectives should be in writing ideall y with the employee’s written agreementIf this is the second or third time the employee has been put on Objectives or the employee fails to meet the objectives, then if the manager wants to terminate the employee, then they should make it clear to the employee that if they fail to comply with the objectives, the manager will consider his/her options including termination.If performance doesn’t improve:In the event that there is no performance improvement, the manager will be entitled to take the following steps:∙set a new performance plan∙terminate the employee∙if available, talk to the employee about alternative jobs which better suit the employee’s skill setHowever prior to terminating the employee’s employment or offering an alternative position the manager must obtain the following approvals:Hotel Employee - the approval of the General Manager and HRDirector of the Hotel; andCorporate Employee- the HR Director supporting the functional group andthe Regional Director for that GroupExamples of Short Term ObjectivesMISCONDUCTWhat is misconduct and when does it apply?Misconduct is defined as behaviour that involves a breach of the type of professional and ethical behaviour which is expected by IHG.Examples of misconduct include but are not limited to:∙Absenteeism - Failure to provide required notice and/or medical certificates in relation to an illness/injury∙Absenteeism - Failure to attend work at the required time∙Failure to follow proper authorisation procedures∙Dishonesty∙Theft or fraud affecting the company, its suppliers and/or customers;∙Physical or verbal assault of a person at the workplace∙Unlawful Harassment, sexual or otherwise, of another employee, agent, visitor or customer (Refer IHG’s Sexual Harrassment Policy)∙ A breach of the safety and environmental policies (ie. failure to report a workplace injury) (Refer IHG’s OH&S Policy);∙ A breach of information security policies (Refer to IHG’s IT policy)∙Breach of confidentiality concerning the company's or a third person's information∙Being under the influence of or in the possession of alcohol or other intoxicating or illegal substances at work (Refer to IHG’s Drug Policy)∙Falsification of company records or information∙Making unauthorised alterations to individual customer accounts or to an employee's own account∙Wilful damage to company property∙Refusal to carry out the lawful instruction of a managerThis list is not exhaustive. The action taken will depend on the seriousness of the alleged misconduct, prior instances of similar misconduct and the merits of the case.DISCIPLINARY ACTIONWhat are the types of Disciplinary action?Disciplinary action can take any of the following forms:∙ a verbal warning;∙written warning;∙final written warning;∙termination with notice;∙summary termination (ie termination without notice)What is disciplinary action?Disciplinary action does not necessarily follow a sequential/ consecutive path. For example, there may be circumstances where:∙the initial disciplinary action taken is a final written warning,∙the misconduct of the employee justifies termination without any prior warnings; or∙more than two warnings may be warranted prior to termination.The key consideration is to ensure that each case is decided on its own merits. What is a warning?A warning is formal communication to an employee that:∙their behaviour or continued unsatisfactory level of performance is unacceptable, and∙if there is no change in the behaviour/performance it may lead to dismissal.A warning will be given where an employee has failed to improve his or her performance, or has engaged in misconduct that warrants it.A warning can be verbal or written.A warning remains on an employee's personnel file for a period of 12 months. IHG’s disciplinary procedureIt is imperative that HR is consulted prior to any disciplinary action being undertaken.∙The performance improvement process has failed to produce an acceptable level of work performance; or∙An employee has engaged in behaviour that is unacceptable / misconduct.The disciplinary procedure will involve the following:1. Preliminary investigation2. Interview3. Due consideration4. Decision5. Implement decision / action plan1. Preliminary InvestigationThe person carrying out the preliminary investigation will generally be the Line Manager.The purpose of the preliminary investigation is to establish the facts and gather evidence through a thorough investigation. Further investigation may also need to be conducted at later stages of the disciplinary process. Employee may be placed on suspension on full pay whilst the investigation is being carried out.2. InterviewIf the preliminary investigation appears to substantiate the allegations or the persistence of a performance or behaviour problem, the employee will be interviewed. The employee will have the right to have a colleague or close contact present during the interview.The purpose of the interview is to:∙Clearly put to the employee the nature of the allegations;∙Explain to the employee the types of disciplinary action which might be taken if the allegations are found to be substantiated;∙Give the opportunity to tell their side of the story, provide any explanation, and put anything else which may be relevant in IHG's consideration of what is the appropriate action.Give due consideration to the employee's explanation/response. It is important to provide sufficient time to give full consideration to any explanation given by the employee, before any final decision is taken on disciplinary action. It may be that, in light of the employee's response, that further investigation is required.4. DecisionIf it has been established that an employee is responsible for some form of persistent unsatisfactory performance or misconduct, the line manager must select the appropriate form of disciplinary action to be taken. Any decision must be made in consultation with Human Resources.5. Implement decision / action planIn all but exceptional cases the appropriate action should be decided upon and implemented before the completion of the employee's next working day.。

酒店服务指南(中英文版)

服务指南欢迎辞MESSAGE OF WELCOME尊敬的宾客：欢迎您下榻鹰潭金地酒店！您的到来，我和我的员工都感到非常荣幸，此《服务指南》为您详细介绍了酒店的各项服务及设施。

若您有什么需要，请直接与酒店各部门联系，我们将竭诚为您效劳。

在金地酒店，您是我们的第一关注，我们将为您提供尽善尽美的服务，让您在金地酒店处处都看到温馨的微笑。

如果您对我们的服务及设施有什么意见或建议，请及时联系我们，或者填写桌上的“宾客意见表”，我们会立即改进，因为您的满意是我们的最终目标。

最后，希望您把在这里获得的愉快经历告诉更多的朋友，期待您的再次光临，谢谢！总经理Dear Guest:Welcome to the Golden World Hotel!All of us very grateful for you patronage and hope you enjoy your stay at our hotel. This 《Service Directory》will inform you various service and facilities of our hotel. If you need more help, please contact with our relevant departments, all of us already stand by and surely you will get the excellent service at any time.You are our concern in the Golden World Hotel during you stay. We shall try our best to offer the perfect service for you, If there is any more comments or suggestion, please contact us promptly or fill in questionnaire form on the desk of your room.We wish, during you stay with us joviality experience wise up to your friends and we hope we will have the pleasure of serving you again.General Manager服务指南电话服务TELEPHONE SERVICE先进可靠的通讯系统Advanced Communication System酒店通讯设计先进，服务周全。

洲际客房主管工作描述(中英文)

洲际客房主管工作描述JOB TITLE: Housekeeping Supervisor职位：客房主管AREA/DEPARTMENT: Housekeeping部门：客房部JOB BAND: 7级别：7HOTEL LEVEL: V酒店星级： 5REPORTS TO: Assistant Housekeeper上级：客房部经理助理POSITIONS SUPERVISED: Room Attendant;职位监督：客房服务员JOB SCOPE: Responsible for the operational efficiency of all housekeeping areasand the service delivery of those areas within budgeted guidelines.Promotes the desired work culture around the five core values of Trust,Integrity, Respect, One Team and Service of the InterContinentalHotels Group and the brand ethos.职责范围：负责客房部所有区域的有效运作及该区域在预算方案内的运送服务。

围绕五大核心理念：信任、诚实、尊重、团队及服务提升洲际酒店集团的品牌价值及企业文化理念。

TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards.证明：我确认已阅读职责，并按照以上所描述工作要求的标准执行我的职责。

Signature签名: ……………………………………………………………………………………。

洲际酒店客房中英文版资料SOP

SOPWhy is this task important for you and our guests? 为什么这项任务对你和我们的客人都很重要？Answers: 回答：1. I am able to ensure a smooth check in process, especially for return guests. 按照程序进行检查，特别是回头客的房间。

2. This is a good chance to exceed the guest expectations. 这是超前满足客人需求的好机会。

3. The guest room should be prepared according to our guest wishes. 按照客人要求准备客房。

4. This is a chance to make our guest feel welcome and expected. 是一次机会让客人感到受到欢迎和期待。

Summary questions:问题概述：1. Which rooms need to be prepared and checked by the Butler? 管家应准备和检查哪些房间。

2. Which steps need to be followed? 应对哪些步骤进行跟踪？3. What is important about the communication with HK? 与客房部联系时，最重要的是什么？4. When should the room be prepared and ready for the guest arrival? 客人到达前，什么时候为客人准备好房间？5. What should be checked in the room? 应对房间的哪些物品进行检查？6. Who should you contact if the room is not set up? 如果房间还没布置好，应该与谁联系。

保罗洲际酒店服务指南

DIRECTORY OF SERVICES服务指南Welcome欢迎光临Dear Guest,On behalf of the team, I would like to extend to you a very warm welcome; we hope you enjoy your stay with us. Your comfort is our first priority. So please take advantage of this Guest Service Directory, your easy reference guide to our hotel facilities and service, as well as nearby attractions.Meanwhile, if you need anything that isn‟t covered in this guide, please contact our staff. They‟ll be more than happy to help.We wish you an enjoyable stay, and thank you again for choosing Paul Intercontinental (Shengzhou) HotelYours sincerely,Fan, XuechengGeneral Manager尊敬的宾客:我们衷心地欢迎阁下莅临保罗洲际酒店，并希望您能拥有一段美好而愉快的入住体验。

您的舒适和便利是我们的优先考虑，所以我们精心为您准备了宾客服务指南，帮助您更好地了解和使用酒店的各项服务设施、设备以及邻近的观光休闲场所。

同时，如果您需要的任何信息或帮助没有在宾客服务指南上提及，请致电前台，我们的每位员工非常乐于为您提供帮助。

预祝您在酒店度过愉快而难忘的时光，并再次感谢您选择保罗洲际酒店。