保险箱1.ppt

SAFE DEPOSIT BOX 保险箱 Objective 目的 The objective is to create the foundation for consistent service standards for safe deposit box 此次培训的目的是对前台保险箱的程序标准做出 规定 Time to Train 培训时间:45 minutes /45分钟 Guest Expectation客人期望 I expect the hotel to provide a secure and safe environment for myself and my belongings with the utmost respect for my privacy. 希望酒店能为我及我的私人物品提供安全 的环境，并最大限度的尊重我的隐私。 Why 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？ We must provide a secure, safe and convenient environment to our guests. 为客人提供安全、方便的环境。 Demonstrate our professionalism. 展示我们专业化的服务水准。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 (一) Open a Safe Deposit Box首次登记开箱 a. Guest requests and approaches 客人走到前台要开保险箱 1.Safe deposit facilities will be advertised in every guest room. Give directions to the guest. 告知客人每间房内都单独设有保险箱。给客人指引位置 。 2. When the guest approaches the front desk to open a new safe deposit box direct him to the safe deposit box room. 当客人走到前台，需要开新的保险箱时，引导客人到保 险箱房间。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 b. Guest enter请客人进入保险箱室 1.The Safe deposit box room must have security lock with a buzzer. 保险箱室必须保证安全，并配备蜂音器。 2.When the guest rings the bell activate the buzzer to let the guest in. 当客人激活蜂音器后，请客人进入。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 c. Fill in information 填表 1. Hand the safe box card to the guest to fill in the required information. 把保险箱使用申请表交给客人，并请客人填写相 关信息。 2.Full name, room number, Authorizing signature and signature verifying the small print. 完整的名字，房间号，正楷签名及授权签名。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 d. Advise the size of the box告知客人保险箱尺寸 While the guest is filling in the card, ask what size of box is needed and proceed to retrieve the appropriate box. 在客人填写保险箱卡时，询问客人需要哪种类型 的箱子，并寻找适当的箱子。 e. Open the box打开箱子 Open the box by at the same time tuning it to the guest. 打开箱子，展示给客人看。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 f. Note 做开箱记录 Take Take the card from him/her and note the box number on the upper right corner. 从客人处收回登记卡，并在卡的右上角记录下箱号。 g. Verify and guest private time 核实及并留给客人私人时 间 1.Verify that all entries are legible especially the name 确认客人填写的所有记录的条目都正确，特别是客人的姓 名。 2.Turn yourself away from the guest to provide privacy. 当客人使用保险箱时，员工本人应转向不防碍客人隐私的 方向。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 h. Return and lock 将保险箱放回原位并上锁 1.Take the box back from the guest and lock it in the appropriate space. 从客人处收回保险箱，上锁并放回适当的位置。 2.Hand the guest the key and mention the charges and opening hours. 交给客人钥匙，向客人说明能够为客人打开箱子 的时间。 i. Note in log sheet. Log the safe deposit box details on the log sheet which has the following details: 在保险箱每日登记表上登记登记如下： (1)Date 日期 (2)Name of guest and address 客人名字及地址 (3) Room Number. 房号 (4) Box Number. 箱子号 (5)Initial, to confirm the note in computer 签名，并在计算机里做记录. STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 (6) Signature (s) of the authorized guest user (s). 授权使用 者确认签名 (7)Printed and signed name of staff/employee who opens the box. 开箱的员工签名。 (8)Date and time of every opening (staff). 每次打开箱子的时间和员工。 (9)Verified signature of the guest on every opening. 每次开箱时，均应核实客人签名。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 (10)Cost and procedure for loss of box key. 保险箱钥匙丢失的赔偿及程序。 (11)Record of box cleared and retained in system 在电脑里对应客人名下备注此客人开过保险箱（ 箱号） (12)Charges if the guest loses the key. 如果客人丢失钥匙，客人需付费 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 j. Proceed and note in the computer 在电脑中备注该房客人新开了保险箱 Guest Safe Deposit Box Number should be noted in the computer to remind the Front Desk GSA to collect the Safe Key upon departure. 应把客人保险箱号备注到电脑里，以提醒前台 接待在客人离开时收回保险箱钥匙。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 (二) To retrieve safe deposit box contents for guests 为在住客在住期间开箱取物 a. Check folio 检查对应客人保险箱使用登记表 Go to the special fields option and enter the safe box number in the first line of the Guest folio. 在对应客人保险箱使用登记表第一栏的指定位置填上保 险箱号。 b. Filing 存档 Go back to the safe box area and file the card by last name. 到保险箱室，把保险箱使用登记卡按姓名顺序存档。 c. Guest approaches 客人到前台要求开箱 When a guest approaches the desk to access his safe deposit box, direct him to the safe deposit box room. 客人到前台想要到保险箱取物或放物时，指引客人到保险 箱房间。 Friendly with a smile.友善地致以微笑。 d. Open door 开门 When the guest rings the bell activate the buzzer to let the guest in. Safe deposit box room must have security lock with buzzer. 当客人激活蜂音器后，请客人进入。并锁上保险箱室。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 e. Retrieve the box 取出客人保险箱盒子 Once the guest is in the room, ask for the guests last name and proceed to retrieve the safe box card from the filing box. 当客人进入保险箱后，问客人的姓，从资料册里取出对 应客人的保险箱登记卡。 f. Verify guest signature 核实客人签名 Ask the guest to sign on the back of the card, verify the signature, initial to the right of it and insert the date and time of the day, to the left of the signature. 请客人在卡的背面签名，与右上角的签名核实，并在左 面的签名处记录下本次开箱日期，时间。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 1.Be careful to make sure to verify the signature. Do not hesitate to refuse to open the box if you have any doubts. 小心确认签名。如果你有任何疑问，不要犹豫可 以拒绝打开保险箱。 2.If there is no more space left on the card, retrieve a new one and have the guest sign on it. Then staple it together with the old card. 如果在卡上没有填写的位置，取一张新卡，并请 客人在卡上签名，然后把新卡与旧卡订在一起。 AttentionAttention注意！注意！ g. Verify, open and handing 确认、开箱及交付 1.Verify the signature before handing out the box. Ask the guest for the safe box key and together with the Master key open the appropriate box and hand the box to the guest. 在给客人开保险箱前核实签名，请客人拿保险箱钥匙， 用客人的钥匙与万能钥匙一起打开保险箱，并交给客人 。 2.Give guest privacy while the box is open by turning away. 打开箱子后，离开客人，留给客人私人时间。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 h. Return the box and get back the key 将保险箱放回原位并取回钥匙琐住箱子 Once the guest is finished return the box to the safe, lock it and hand the key back to the guest. Make sure the guest has the key before he leaves. 当客人使用完毕保险箱后，锁住箱子，把钥匙 交回给客人。在客人离开前，确保客人有钥匙。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 (三) Closing Safe boxes 退箱程序 a. Guest approaches 客人来到前台 When guest approaches the desk to close his safe deposit box direct him to the safe deposit box room. 当客人走到前台，要退保险箱时，指引客人到保险箱室 。 b. Guest in 客人进入保险箱室 When the guest rings the bell, activate the buzzer to let the guest in. 当客人激活蜂音器后，请客人进入。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 c. Proceed to retrieve box 退还保险箱 Once the guest is in the room, ask for his last name and proceed to retrieve the safe box card from the filing box. 一旦客人进入保险箱室，询问客人的姓，从资料册里取 出其保险箱卡 d. Verify 核实 Ask the guest to sign the last line on the back of the card, verify the signature, initial and insert the date and time of the day on the left of the signature. 请客人在卡的背面签名，与右上角的签名核实，并在左 面的签名处记录下日期，时间。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 e. Get the key to open 拿钥匙开保险箱门 Ask the guest for the safe box key and together with the Master key, open the appropriate box and hand the green box to the guest. 向客人要客人持有的那把保险箱钥匙，用客人的钥匙与 万能钥匙一起打开保险箱，并将箱子交给客人。 f. Guest privacy 客人隐私 Give guest privacy while the box is open by turning away. 开门后，转身为客人留下私人空间。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 g. Verify again once finished 使用完毕后核实一下 Once the guest is finished, verify that all contents have been taken out of the box and return the box to the safe. 在客人取出物品后，核实客人从保险箱里取出的物品，并 把保险箱放到保险箱室。 h. Wish the guest a good day. 祝客人愉快。 i. Upon completion of the Safe Deposit Box form, it will be stored for a minimum of six months. 客人的保险箱使用登记表使用完后，应至少需要存档6个月 。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 （四) Lost safe deposit box key 保险箱钥匙的丢失 As we have only one key per box, the box needs to be broken, if the key is lost. 每个保险箱只有一把钥匙，如果钥匙被丢失，需要把保 险箱砸破。 a. Guest approaches for lost key客人丢失钥匙 When a guest mentions that he has lost his safe box key, page the GSM, call Security and an Engineer and inform them that a guest needs to have his box opened. 当客人提及丢失钥匙时，告知宾客服务经理，安全部及 工程部，通知他们打开保险箱。 b. Charges for lost key and box broken 对丢失的钥匙及砸碎的保险箱收费？ 1.While you are waiting for their arrival proceed with the safe closing procedure as described above. Inform the guest about the extra charge. 在等待他们到来进行处理时，告知客人额外的收费。 2.Guests have to compensate the Hotel for the loss of the key and for the replacement of a new lock. 客人需要对丢失的钥匙及新锁的替换作出赔偿。 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE 标准操作程序标准操作程序 c. Guest waiting 客人等待 1.If the guest is waiting in the safe deposit room ask him to wait in the lobby until all the staff members have arrived, so that you can help other guests. 如果客人在保险箱室等待，请客人到大厅等待，直到工 作人员到来，因此你