国际著名酒店娱乐部程序英文(18)模板.doc

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: CARRYING OUT THE SAILBOARD COMPETITION

STANDARD:

PROCEDURE:

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: RUNNING THE SHERATON/REGENT REGATTA

STANDARD: KNOWLEDGE OF THE EVENT AND THE STAGES AND SKILLS NEEDED TO PRODUCE IT.

PROCEDURE:

The event would be in four stages – preparation, Introduction and race meeting, Event, Conclusion.

66. Preparation
This event must be prepared in a number of ways. The day before, the Regent will be contacted and reminded of the time and place. An hour before, our 3 Hobies will be rigged on the beach, the boats having been allocated to guests previously on a first come first served basis.

The chase boat will be taken out an hour before to set up the triangular course. The start line may be between the platform and the race buoy, starting either on a reach or beat depending on skill of competitors.

The race meeting will be prepared in advance so as to give all the information required. Life jackets will also be available.

67. Introduction and race meeting
This will be designed to give out all information that guests will need to take part-length of races, and number.
- avoidance of collisions.
- Points system.
- Start procedures and sequence.
- Finish procedures.
- Capsizing and other hazard.

PROCEDURES: (continued)

All questions will be answered and names and boat numbers will be double checked. A special welcome will be extended to all Regent participants.

68. The Event
All participants will then sail out to start. Spectators can be carried out to the platform. When all boats are in ear-shot the first signal will be given and the others will follow the sequence. After starting, the organisers will have the chase boat ready in case of any problems.

Each race will be repeated, with results noted.

69. Conclusion
When all races are completed, the boats will all head ashore where the beach attendants will help recover them. All boats will be returned neatly to their positions and all equipment will be carried back and stored.

The guests will be encouraged to congregate for the results and prize giving. The winner and loser will receive prizes. Before leaving, the Regent guests will receive our thanks and an attendant will sum up with a few words.

SHERATON/REGENT HOTEL REGATTA

INFORMATION

1. The activity duration is 1 1/2 hours.

2. The series consists of 3 races, each lasting 20 minutes.

3. Safety of participants and observers will be of prime importance, and all necessary safety procedures will be observed. A safety boat will be on constant alert.

4. The start will be on the water between an anchored start boat and a regatta buoy. The start sequence will be:
6 minutes – horn
3 minutes – horn
1 minutes – horn
30 seconds – whistle
Countdown
Start – horn
Recall – additional horn
NO FLAGS WILL BE NECESSARY

5. The start will be on a reach unless competitors are particularly competent.

6. All potential hazards, reefs or obstructions will be pointed out in the pre-race meeting.

7. The course will be a simple triangular course, including a beat, reach and run. The finish can be on a beat or run depending on conditions and participants.

8. On finishing, boats will be asked to remain close to the start boat in preparation for the start of the next race.

9. points will be given for each finisher as follows:
1 st 3/4 point
2 nd 2 points
3 rd 3 points etc.
UNTIL:
Non finisher – the total number of boats plus two points.

PROCEDURES: (continued)

10. Only Hobie 14’s will be allowed to race. They may carry any number of people but only one sail.

11. The emphasis will be on enjoyment and the fun element will be stressed. Spectators will be encouraged, and they can view from anchored craft, the floating dock, motor boats, canoes or from the beach.

12. The event must have a conclusion of some sort, preferably a prize giving. Equipment needed-
3 Regatta buoys, each with a 50 ft of nylon line
3 Anchors or concrete bricks
1 Air horn
1 Whistle
1 Start boat with anchor and line
1 Chipboard and pen
All Hobie cats in working order
1 Safety boat
1 Blackboard and chalk

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: EXCURSION TO THE LOCAL CARVING VILLAGE

STANDARD: ALL STAFF SHOULD KNOW ALL ABOUT THE TOUR AND BE ABLE TO ACCOMPANY IT AT SHORT NOTICE IF NECESSARY.

PROCEDURE:

This excursion initially will be laid on twice a week, once for adults and once for children. It will last 1 1/2 hours. Stages:-

1. Ensure that all interested parties are notified of the event and time, (using the activity desk and word of mouth).

2. Prepare numbers and ensure adequate transport is available and booked. (transport must be booked well ahead and numbers confirmed).

3. Ensure that all guests are present before leaving – and escort the tour when necessary, (usually a tour guide will be present but often one of the activity staff will have to accompany the trip).

4. Explain a bit about the village on the way, the do’s and don’ts and what they can buy.

5. Upon arrival greet Mosese and escort guest through village.

6. Allow 1 1.4 hours maximum for trip, and organise the return smoothly.

PROCEDURES: (continued)

All staff will be taken on a familiarisation trip to the village on 30 October at 2 p.m. More details can be added after the trip, as a clearer picture will have been painted. The children’s trip will involve more build up and a different kind of preparation. The village must be made aware of the type of guests to expect.

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: ALL

HEAD: ACTIVITIES DIRECTOR G. M. APPROVAL: DATE:

TASK: APPEARANCE STANDARDS (PART OF DEPARTMENT ORIENTATION)

STANDARD: ALL ACTIVITIES STAFF WILL MAINTAIN A CLEAN, WELL GROOMED APPEARANCE AT ALL TIMES. STAFF WILL BE DRESSED IN A CLEAN WELL KEPT UNIFORM DURING ALL WORKING HOURS.

PROCEDURE:

1. All staff will shower frequently, hair will be neatly cut, and ladies with long hair must have hair tied up neatly.

2. Finger nails will be clean.

3. For female staff only, a light amount of make up is permitted, and only if applied neatly.

4. Uniforms, including shoes, will remain on the property and will be the responsibility of each employee to keep in good repair.

5. Staff may only enter working area when properly attired.

6. Any deviation from the above may result in suspension.

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH ATTENDANT

HEAD: ACTIVITIES DIRECTOR G. M. APPROVAL: DATE:

TASK: ACTIVITIES:ALL:NO.54+1

STANDARD:

PROCEDURE:

IN-HOUSE WATERSPORTS

- There comprise of all non-motorised, hotel-owned boats. The paddleboats operate on a first come first served basis, but the Sailboards and Hobies need to a be booked.
- The charges for Hobie use are $5 per 1/2 hour; and for Sailboards $2.50 per 1/2 hour.
- To book, take down all the details, check them and then call the Beach Bure as above. When confirmation is given, follow the other stages above.

HIRE EQUIPMENT

- All hire equipment will be kept, and issued from the Beach Bure, with the exception of all board games, library books, cards, children games, golf and tennis equipment.
- There is no charge for hire equipment.
- To issue hire equipment, use the equipment issue’ book. There will be two books, one in the Beach Bure and one behind the Activities Desk. All the information will be filled in and checked upon return of equipment. Also a voucher will be given, the second copy being kept until equipment is returned.

MOTORISED WATER ACTIVITIES
- This would include all services provided by Kingfisher Sports.
- Each booking must be charged for at the published rate and all booking for excursions must be at least 12 hours in advance.

PROCEDURES: (continued)

- To book, the Activities Desk attendant will call the Kingfisher extension at the Beach Bure and make the booking. Confirmation must be given.
- Upon confirmation the voucher will be filled in ,with the top copy going to the guest.

The control system also includes a daily summary of all sales and bookings. This must be filled out by the Activity Desk attendant at the end of the day and submitted to the accounts department. Procedure for cash handling, the drop safe and the locker operation will be explained by the front desk cashier supervisor. The float will be $100.00

Other points to remember:

70. All rooms charges must be passed to reception immediately.

71. When the Activities Desk is closed, bookings may be made with reception and vouchers issued.

72. In the morning, all bookings should be checked.

73. All bookings must be confirmed.

74. When a guest gives his room number, call him by name.

It is the job of the Assistant Activities Director and the Equipment Supervisor to check that the voucher + control systems are carried out correctly. Twice daily checks must be made to ensure the process is going ahead smoothly and to ensure all transactions are included on the daily summary. Any problems or inconvenience to guests must be reported to the Activities Director.

The other control system used is Ilafo – this will be explained in the tour desk orientation.

STANDARDS AND PROCEDURES

DEPARTMENT: JOB CATEGORY:
ACTIVITIES FRONT DESK RECEPTIONIST

HEAD: ACTIVITIES DIRECTOR/FRONT OFFICE MANAGER

G. M. APPROVAL: DATE:

TASK: TAKING DETAILS OF REQUESTED ACTIVITIES AND EXCURSIONS

STANDARD:

PROCEDURE:

The Tour Desk attendant leaves at 4:30 p.m. and is replaced by member of the Activities staff until 5:30 p.m. After this time all activity questions, excursion and tour bookings, and Kingfisher Sports bookings will be handled by the front desk.

All front desk personnel must –

1. Be fully aware of the Daily + Special activities programme and what it involves.

2. Have a basic knowledge of all tours and excursions offered.

3. Know the water excursion programme carried out by Kingfisher Sports. Enquiries will be in the form of:

a. In house activity requests
b. Tour and excursion booking requests
c. Kingfisher Sports booking requests
d. Tennis Court use
e. Equipment borrowing

PROCEDURES: (continued)

Equipment borrowing will be handled by the Concierge. For all other requests:

1. Listen to the request

2. Work out if the request needs to be booked at all, if not inform the guest.

3. If the request needs booking follow these guidelines;
a. Listen to the question and repeat it to the guest
b. inform the guest:
- that no confirmation is possible as concessionaires are closed.
- that you can take the details and have the tour desk make a confirmation in the morning.
- that the tour desk will have an answer by 8 a.m. if they would like to call down.
c. Then take down the details and enter them in the ‘bookings’ book.
Ie.
Time Name No. of Room Requested Recep-
Pax No. Time+Date Activity tionist

d. The booking book will have been collected from the activities desk at 5:30 p.m. When closing the reception in the evening, ensure that the ‘booking book’ is returned to the activities desk ready for the desk attendant.

EXCEPTIONS

ⅰ) ANY REQUESTS FOR KINGFISHER SPORT SERVICES OR EXCURSIONS CAN BE REFERRED DIRECTLY TO THE KINGFISHER BEACH BURE WHICH WILL BE MANNED FROM 7 A.M. TO 7 P.M. FOR ANY BOOKING REQUESTS AFTER THIS TIME FOLLOW THE PROCEDURE ABOVE.

PROCEDURES: (continued)

ⅱ) FOR ANY PERSON WISHING TO BOOK TO PLAY TENNIS AFTER 5:30 P.M., FOLLOW THIS PROCEDURE:-

a) Phone Newks Tennis Ranch
b) Book a court
c) Fill out a voucher, found in the activities desk cupboard
d) Raise the charge
e) Give the top copy to the guest to present to the Tennis Ranch

5. Place all other voucher copies inside the ‘booking book’ for the attention of the desk attendant.
6. If the guest requires a racquet, inform the Concierge who will issue it.

ABOVE ALL – ENSURE THAT ALL INFORMATION GIVEN OUT IS CORRECT AND THAT THE GUEST RECEIVES PROMPT AND EFFICIENT SERVICE.