酒店培訓(xùn)--處理客房內(nèi)發(fā)現(xiàn)貴重物品

1、Subject：Hlinglatecheckoutrequests主題:處理延遲退房的要求處理延遲退房的要求Purpose：Soguestisawareoftheusualcheckouttime.Toensurethatroomisavailable.目的:以便客人知道通常的退房時間以確保房間是可用的。Procedure程序：序：1.Receivelatecheckoutrequestfromguest.Asktheguestname

2、roomnumber，adviseguestofusualcheckouttime.從客人處收到延遲退房的要求確認客人房號和姓名，告知客人正常退房時間。2.Checkwithcomputerifroomisblockedftoday’sarrival.Ifroomisnotblockedoccupancyislowgrantlatecheckoutuntil15:00.(Ifindoubtconsultsupervis.)與計算機核查該

3、房是否為今天抵達的客人預(yù)留。如果該房未預(yù)留，在出租率不高的情況下，則最遲可推遲退房至15:00.(如有疑惑，咨詢主管)3.Latecheckoutrequesttill18:00explaintoguestthehalfdayge.Latecheckoutafter18:00willincurafulldayge.LatecheckoutrequestduringhighccupancyreferttoAM.如客人要求推遲退房至18:0

4、0向客人解釋要收半天的房費。推遲退房至18:00以后將按一整天收費。在出租率高的情況下，推遲退房的要求要向大堂副理匯報。4.UponconfirminglatecheckouttimeupdateintheOperasystemindeparturetimelike15:0116:31.Iflatecheckoutisgebleputremarksininstructionfieldofreservationscreentoremind

5、cashiertogetoguestuponcheckout–gehalfdayfLCOtill18:00.確定延遲離店時間后，在系統(tǒng)中離店時間處注明15:01或16:31.如果確認收費，在預(yù)定屏幕輸入備注”收半天房費，延遲退房至18:00。HSKPstafffoundthevaluablething(e.g.cashjewellerypasspt)inthesafeboxwhichhadn’tbeenlockwhenHSKPstaff

6、makescleanintheroom.Theguestisn’tintheroomatthattime.客房部員工在客人不在時清潔房間時發(fā)現(xiàn)客人的貴重物品.(譬如現(xiàn)金珠寶護照)在保險箱內(nèi)但保險箱未鎖.SECaccompanytheguesttotheroomtogether.DMreleasedtheroomaskedtheguesttoconfirmthevaluablethings.AfterconfirmingcrectlyDM

7、motionedtheguesttokeepthevaluablethinginthesafetyplace(e.g.electricsafebox).InfmHSKPtocometocleantheroom.每個人離開房間后值班經(jīng)理將此房間雙重加鎖.待客人回來后值班經(jīng)理和保安主管陪同客人一起去房間值班經(jīng)理釋放雙鎖.并讓客人對貴重物品進行確認.待客人確認正確后值班經(jīng)理建議客人將貴重物品放在安全的地方(譬如電子保險箱)通知客房部來為客人清

8、潔房間.TheHSKPstaffshouldstopcleaningtheroominfmtheHSKPleaderatonce.Thestaffcouldn’ttouchthevaluablething.theleadershouldinfmDMimmediately.TheHSKPstaffshouldstayatthescenetowaitDMtocome.客房部員工需立即停止清潔房間并且立刻通知客房主管.客房員工不能接觸貴重物品

9、.客房主管立即通知值班經(jīng)理.客房部員工需在現(xiàn)場等待值班經(jīng)理的到達.confirmthevaluablethingensuretherewasnolost.雙鎖房間是為了除值班經(jīng)理外其他人都進不了房間.讓客人確認貴重物品確認其沒有丟失.EnsureHSKPLeaderDMknowsthisatthefirsttime.HSKPstaffkeptthesceneastheiginal.確?？头恐鞴芎椭蛋嘟?jīng)理在第一時間知道.客房員工要保持現(xiàn)場