酒店培訓(xùn)--處理客房?jī)?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(shí)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(rèn)客人房號(hào)和姓名，告知客人正常退房時(shí)間。2.Checkwithcomputerifroomisblockedftoday’sarrival.Ifroomisnotblockedoccupancyislowgrantlatecheckoutuntil15:00.(Ifindoubtconsultsupervis.)與計(jì)算機(jī)核查該

3、房是否為今天抵達(dá)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(fèi)。推遲退房至18:00以后將按一整天收費(fèi)。在出租率高的情況下，推遲退房的要求要向大堂副理匯報(bào)。4.UponconfirminglatecheckouttimeupdateintheOperasystemindeparturetimelike15:0116:31.Iflatecheckoutisgebleputremarksininstructionfieldofreservationscreentoremind

5、cashiertogetoguestuponcheckout–gehalfdayfLCOtill18:00.確定延遲離店時(shí)間后，在系統(tǒng)中離店時(shí)間處注明15:01或16:31.如果確認(rèn)收費(fèi)，在預(yù)定屏幕輸入備注”收半天房費(fèi)，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(shí)清潔房間時(shí)發(fā)現(xiàn)客人的貴重物品.(譬如現(xiàn)金珠寶護(hù)照)在保險(xiǎn)箱內(nèi)但保險(xiǎn)箱未鎖.SECaccompanytheguesttotheroomtogether.DMreleasedtheroomaskedtheguesttoconfirmthevaluablethings.AfterconfirmingcrectlyDM

7、motionedtheguesttokeepthevaluablethinginthesafetyplace(e.g.electricsafebox).InfmHSKPtocometocleantheroom.每個(gè)人離開房間后值班經(jīng)理將此房間雙重加鎖.待客人回來(lái)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(duì)貴重物品進(jìn)行確認(rèn).待客人確認(rèn)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(xiǎn)箱)通知客房部來(lái)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(chǎng)等待值班經(jīng)理的到達(dá).confirmthevaluablethingensuretherewasnolost.雙鎖房間是為了除值班經(jīng)理外其他人都進(jìn)不了房間.讓客人確認(rèn)貴重物品確認(rèn)其沒(méi)有丟失.EnsureHSKPLeaderDMknowsthisatthefirsttime.HSKPstaffkeptthesceneastheiginal.確?？头恐鞴芎椭蛋嘟?jīng)理在第一時(shí)間知道.客房員工要保持現(xiàn)場(chǎng)