酒店管理客房 保障住宿客人安全的细则2015(叶予舜).pdf

1 叶予舜 二 一五年九月十四日星期一 酒店管理客房 保障住宿客人安全的细则 保障住宿客人安全的细则 客人的安全 客人在外出差或旅游最重要的就是安全 这也是客人所关注的最基本需求 照顾 好客人的安全可以关注以下几方面 The most important thing is safety when guest travel or on business trip it is the basic demand which the guest focus on Pay attention to the following aspects 关注客人的房门 Pay attention to the guest door 确保客人的房门能够完好地关闭 我们离开客房时必须压门把手 然后稍微 推一推房门 查看是否关闭 如果发现门锁不能正常使用则必须立即通知办 公室 由工程部进行及时维修 如果我们发现客房的门没有关闭严实 则通 知客人关好房门告诉客人 为了确保您的安全 请您随时保持房门关闭 若客人不在房间 则通知办公室 由办公室通知保安部和 GSM 进行处理 Make sure that customers can be in door closed we must leave room in pressure of door handle and then push a little push the door and see if it is shut If found that locks can t normal use is must immediately advise the office by engineering a timely maintenance If we find room door is not shut up then the door shut a notice tells 2 叶予舜 二 一五年九月十四日星期一 the guest in order to make sure your safety please feel free to keep the door closed if the guest is not in the room inform the office then the office of security and GSM notice for processing 关注进入酒店的可疑人员 Attention into the hotel s suspicious personnel 首先 在工作中观察行动可疑的人 如长时间逗留在楼道及公共区域的人 应 上前询问客人有没有需要帮忙的 如客人支吾不回答 我们应该委婉地请客人 离开 然后我们必须将我们所发现的特殊情况第一时间报告办公室 由办公 室通知保安部进行处理 First of all in the work of the suspicious people observe action if the person is long staying in the corridor and public areas We should ask the guest there is no need to help such as the guest is not answer we should gently let the guest to leave And then we must inform the special situation we can find to the office then the office notice by the security for processing 关注发现的可疑物品 Focus on the suspicious objects 丢在楼道中及公共区域无人拿走的物品及包裹不要随变打开及触碰 应及时 报告给办公室文员和保安部 等待保安部同事来处理 首先要保证自身安全 Throw in the public area in the building and no one to take away items and parcel we cannot open and touch the pack it shall 3 叶予舜 二 一五年九月十四日星期一 promptly report to the office assistant and the security waiting for the security colleagues to handle first to guarantee their safety 当客人要求打开房门时 我们必须提高谨慎 When the guests demand to open the door we must improve cautions 楼层服务员能确定客人是此房住客 可开门 Open the guestroom door when the room attendant can confirm the guest identity 如不能肯定 应请客人出示证件 房卡与身份证 两者相符可开门 If cannot sure should let the guest present certificate room card and ID card when the two certificates matches can open the door 如客人只有证件 没有房卡或只有房卡没有证件的 可礼貌的请客人稍后 然后打电话到办公室 请文员查电脑看客人登记住宿的资料的姓名与客人证 件是否相符 如相符可开门 If the guest has ID card without room card or has room key without ID card can let the guest wait in polite and then call back to office and the clerks check the information 如客人没有任何证件要求开门的情况下 服务员不可帮客人开门 并委婉 礼貌的告诉客人不能开门的原因 请客人到前台接待处确定身份 If the guest have no identification requirements to open the door the waiter cannot help to open the door and tactful and polite tells the guest reasons let the guest to confirm the identity at the front desk 4 叶予舜 二 一五年九月十四日星期一 接到前台接待处的通知 在记下对方的姓名后可为客人开门 After receive the front desk information should write down the name and the open the door 如客人的房卡 身份证在房间时 服务员可打开房门和客人一起进入房间 让客人拿出身份证核对 看两证姓名是否相符 可让客人进房 如不相符 服务员必须礼貌的请客人出来 并让客人到前台接待处确认身份 When guest put the room cards and ID card in room the room attendant can enter the room with guest together check the guest ID card is match then let the guest entered if not should let the guest quit the room in polite way and check the ID at front table 如客人没有房卡 只有身份证在房间时 服务员不可帮客人开门 可让客人 先到前台接待处确认身份 在接到前台接待处通知开门时 服务员才可帮客 人门 并记下对方的姓名 If the guest has only the ID card without room key room attendant cannot open the door and confirm guest identity at front desk The attendant can open the door after receive the information from front table and write down the name 如果访客要求置放其他物品进入房间时 服务员除非事先得到住客通知 否 则不允许帮访客开门 可请访客将物品先放置前台礼宾部 并跟访客解释清 楚不能放置物品进房的原因 If visitors requirements placed other items into the room the waiter unless prior to get residents