国际酒店防损培训措施之客房钥匙安全.doc

305loss preventions 防损措施之10-minute safety trainer 10分钟安全培训员guestroom key security客房钥匙安全leaders guide 负责人指南this programme introduces employees to the importance of safe lifting practices. 本课程向员工介绍客房钥匙安全的重要性。target audience 目标对象n front desk 前台n security 保安部n mod 值班经理1 hotels can be targeted by criminals and scam artists. criminals have attempted to gain access to guestrooms by impersonating a guest or a family member of the guest. if this occurs, it can put both the guest and their property at risk. 酒店是犯罪分子和骗子攻击的对象。犯罪分子会扮作客人或客人的家庭成员而试图进入客房。如果发生此类事件，客人及其财务将面临危险。2 several basic steps must be followed in order to help protect our guests and their belongings. first, never announce the room number of the guest. doing so tells everyone in the lobby exactly where the guest is staying. this could provide a criminal with the information they need to locate a guest. 为了帮助保护我们的客人及其物品，必须遵守几个基本步骤。首先，决不要大声说出客人的房号。因为那样会让大堂内的所有人都知道客人的住处，从而给犯罪分子提供他们需要了解的客人的客房信息。3 write the room number down on the inside of the guests key envelope and tell the guest this is their guestroom while directing the guests attention to the number. 将客房号写在客人钥匙封套的内侧，告诉客人他们的客房所在并指示房间号码。4 when supplying guests with more than one key to their room, ask if they would like anyone else registered to their room. 如果给客人开其自己客房的钥匙多于一把，则询问他们是否要让其他人登记到他们的客房。5 when someone approaches the desk and requests a replacement room key, positive identification must be established to verify that the person is, in fact, registered to that room. this is best accomplished by asking the person for a government issued photo-bearing id, such as a driving licence or passport. 如果有人来到前台并要求一把替用的客房钥匙，则必须确定核实此人是登记入住房间的客人。最好要求此人提供政府签发的带有照片的身份证，如驾驶照或护照。6 if a person does not have their picture id with them but claims that they have their photo id in their room, security or a member of management must escort the guest up to their room and identify the guest there. be careful though as some scam artists may attempt to avoid having to show an id by befriending the employee during the walk to the room and/or tipping the employee once the guestroom door is open. always verify the photo id in person before letting the guestroom door close. 如果有人没有携带配有照片的身份证，但是声称将身份证放在他们的客房内，则必须由保安部人员或一名管理人员陪同到他们的客房并确定客人的身份。小心，因为某些骗子会试图在走向客房的途中对员工表示出友好，从而想避免出示身份证，及/或一旦客房门打开他们就给员工小费。应始终在客房门关闭之前亲自核实身份证照片。7 an additional way to positively identify the guest is to verify the guests registration information and their signature. ask the person to sign a piece of paper and compare the signature to the registration card, then verify the registration information, such as the method of payment, home address and length of stay. 另外一种有效识别客人身份的方法是核实客人的登记信息及其签名。让客人在一张纸上签名并将签名与登记卡上的签名相比较，然后核实登记信息，如支付方式、家庭住址及入住时间的长短。8 criminals can be inventive and bold. they may become loud and try to create a scene in the attempt to embarrass or intimidate, they may act sweet and innocent and attempt to lull you into a sense of familiarity, and they may work with another person by creating a distraction. the best defence is to consistently follow proper procedures. 犯罪分子善于变换而且大胆。他们会变得吵闹试图形成一个令人窘迫或胆怯的场合，他们可以装作亲切且清白，试图哄骗你造成一种亲密的感觉，他们还会与另外一人合作烘托出娱乐气氛。最好的防卫就是始终遵循正确的程序。9 finally, if you think a criminal is working the lobby, notify security or management immediately. 最后，如果你认为有犯罪分子在大堂，那么就立即通知保安部或管理人员。10 with your help, your alertness and your smiling faces, we can deter would-be criminals and provide a warmer more friendly environment for our guests and fellow employees. 有了你的帮助，你的警惕和你的笑脸，我们就能够阻止可能的犯罪分子并为我们的客人及同事提供一个更加温馨、更加友好的环境。try our quiz below to see how much you know about 完成以下测验，检查你掌握的情况。the quiz 测验true 正确false错误 1 never announce the guest room number. 决不要大声说出客房号。2you must write the room number on the inside of the key envelope. 你必须将客房号写在钥匙封套的内侧。3when issuing more than one key ask if the guest would like to register anyone else. 如果提供多于一把客房钥匙，则询问客人是否想要登记其他的客人。4keys can be re- issued only if positive id is produced. 只有提供有效的身份证才能再次签发钥匙。5when escorting a guest to their room for their id, wait until you have seen the id before giving them the key to the room. 陪同客人到他们的房间去查看他们的身份证时，应看到身份证后才能将客房钥匙给他们。6a guest or a guests registration details can be used to positively identify the guest if no photo id can be produced. 如果身份证上没有照片，则可以有效的利用客人的登记信息加以识别。7the best defence against criminals or terrorists is to follow proper procedures. 防卫犯罪分子或恐怖分子的最好办法就是始终遵循正确的程序。8although important, this procedure can be disregarded when you have a queue at the desk. 虽然重要，但是本程序可以因前台客人等候的长队而予以忽视。when you have completed this quiz, turn it in to your supervisor.当你完成本测验后，请将其交给你的主管。name 姓名: _date 日期: _quiz answers 测验答案1. true. 正确。2. true. 正确。3. true. 正确。4. true. 正确。5. true. 正确。6. true. 正确。7. true. 正确。8. false. you shall always follow this procedure. 错。你应始终遵循本程序。for additional information contact the asia pacific risk management department at 65-6395-6152employee sign-off 员工签名_date日期 _hotel酒店_training facilitator培训员today i participated in a guestroom key safety training program. i agree to observe and f