AM-0006 OPEN IN-ROOM SAFE PROCEDURE开房间保险箱的程序.doc

Jiuzhai Complex九寨饭店集群Task Number:序号:FO-AM0006Department:部门:FO assistant manager前厅大堂副理Standard Operating Procedure标准操作规程Date Issued:发行日:01/2007Time To Train:培训时间:40minutes 分钟 Opening in room safe procedure开启客房内保险箱程序Approved By: 批准人:DOR房务总监Page 页码 5/5Guest Expectation 客人期望:I expect the hotel to provide a secure a safe environment for myself and my belongings with respect for my privacy.我希望酒店能出于我的隐私考虑，为我的人身财产提供一个安全的环境。Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要？Answers答案: 1. Guest can experience our efficient and accurate service. 客人能体验到我们高效无误的服务。2. We must maximize guest satisfaction. 我们必须使客人满意度最大化。3. Avoid guest complaints. 要避免客人投诉。4. Demonstrate my professionalism. 展示我的职业道德。5. Improve GSTS score. 提高客人满意度调查分数。STEPS步骤How /Standards标准Training Question培训的问题1) Equipment设备The In-Room Safe Deposit Box Service Unit is kept in a Front Office safe deposit box. The key to the safe deposit box must be placed in an envelope sealed and signed by both the Assistant Manager and the Security Shift Leader. The Service Unit is placed in the Duty Managers Safe. 室内保管箱服务装置要保管在前厅部保险箱里。保险箱的钥匙需大堂副理和安全部值班主管封入信封并签字。Why does the key of the safe deposit box have to be kept in an envelope sealed and signed?为什么安全保管箱的钥匙要存入信封并签字？2) Guest inquiry客人问讯The Guest Service Center has to call the Assistant Manager immediately when a guest requires opening the In-Room Safe Deposit Box.当客人需要开房间安全保险箱时，客服中心要立刻给大堂副理打电话。The Assistant Manager must inform the Security Shift Leader.大堂副理必须通知安全部值班主管。Both the Assistant Manager and the Security Shift Leader must sign the Front Office Safe Deposit Box Record in order to gain access to FO Safe Deposit Box.要打开前厅安全保险箱，大堂副理和安全部值班主管须在前厅安全保管箱记录上签字。Obtain the In-Room Safe Deposit Box Service Unit and go to the guests room.获取房间安全保险箱服务设备。到客人房间。How many people need to sign the Deposit record?有多少人要在保管箱记录上签字？Why is it important that 2 people sign?为什么要两个人签字很重要？3) Verification查证Verify the guests identification. Ask to see guests ID. If not available, check guests date of birth and compare with FO.核实客人身份。要看客人身份证。要不然，核查客人生日，并与前厅记录做对比。Ask the guest to describe the items in the safe deposit box for additional security.Open the safe deposit box in full view of the guest.为保险起见，让客人描述保险箱中的物品。把安全保险箱以全貌展现给客人。Why do we have to verify the guests ID?为什么我们要核查客人身份？What should we do if the guest is not happy with our question?如果客人不愿回答我们的问题，我们该怎么办？4) Item confirmation物品信息Confirm all items are intact.确认物品完好无损。Recode the safe deposit box and log in safe deposit box logbook.记录在保险箱日志上。Return the In-Room Safe Deposit Box Service Unit to Front Office safe deposit box. (Duty Managers Safe)把房间保险箱服务设备还给前厅保险箱。（值班经理保险箱）Why do we have to keep record in the logbook?为什么我们要在日志上做记录？Do I need to return this unit immediately?我要立刻把该设备归还吗？5) Checked out guest - guest called hotelIf the guest has checked out and left valuables behind in the Safe Deposit Box, every attempt must be made to contact the guest and inform him of the items found in his/her guest room deposit box.如果客人已离店但把贵重物品遗留在保险箱里了，要尽力联系客人并告知客人我们已经在保险箱里找到了他/她的物品。The Assistant Manager and Security Shift Leader must go to the room with the Service Unit and Logbook.大堂副理和安全部值班主管须带上服务设备和日志本到客人房间。Open the Safe Deposit Box in the guests room.在客人房间打开安全保险箱。Complete the Access Logbook.完成开箱日志记录。Where can I check to get the address or telephone number of the guest?我可以在哪里获取客人的联系地址及电话号码？Why do the Asst. Manager and Security Shift Leader go to the room with the service unit and log book?为什么大堂副理和安全部值班主管要带上服务设备和日志本到客人房间？6) Item check list物品核对表List all the items removed from the guests safe. Both Assistant Manager and Security Shift Leader are required to sign the list. DM inform Room attendant on the floor after removing all items.列出从客人安全保管箱取出的所有物品。大堂副理和安全部值班经理要在清单上签字。取出所有物品后,大堂副理要通知客房楼层服务员以便尽快释放房间.Confirm with guest via phone about items found or not.打电话向客人确认找到的或未找到的物品。Items will not be sent to the guest before reconfirmation with Executive Housekeeper, especially if value exceeds US $200.向行政管家再确认之后，物品才能返还给客人，特别是当物品价值超过200美金时。Why do they have to sign on the list and record all items removed?为什么他们要在清单上签字并将所取出的物品做记录？If I can not reach the guest via telephone, what else can I do?如果通过电话我联系不上客人，我还能做什么呢？ 7) Items handed over to guest移交给客人的物品Return the Service Unit to the Front Office Safe Deposit Box.把服务设备还到前厅保险箱。Both the Assistant Manager and Security Shift Leader must sign the Safe Deposit Box Access Logbook.大堂副理和安全部值班主管须在保险箱开箱日志上签字。Guests items must be kept in a new Guest Safe in the FO guest safe area and the key given to the Security Department.须把客人物品保存在前厅客人保险箱区中一个新的客人保险箱中，钥匙要交给安全部保管。This key has to be in an envelope and sealed.This has to be reported in the Security Logbook and Duty Manager logbook.钥匙要存入信封封好。再在安全部交接日志及大堂副理交接日志上记录Why do both need to sign?为什么要两个人签字？Why does the key have to be kept in the security office? 为什么钥匙要保管在安全部办公室？8) Safe opening when previous guest has checked out 客人离店后，开启保险箱If a guest requests the safe to be opened and the content belongs to the previous guest, the same procedure (as above) applies.如果客人要求开保险箱但箱内的物品是先前离店客人的，则按相同的程序（以上）处理。ATTENTION注意:The Duty Manager has to keep items in Safe until guest calls hotel and log into Duty Manager logbook to inform hotel management needs to be informed.值班经理要把物品存入保险箱，并记入大堂副理交班日志，以便通知酒店行政管理层，直到客人给酒店打电话。Why could the content belong to the previous guest?为什么物品会属于先前离店客人？Summary questions问题小结:1. What is the procedure for maintaining the key of in room safes and where can I find all devices necessary to open a safe? 保管房间保险箱钥匙的程序是什么？要打开保险箱，我可以在哪儿找到必要设备？2. a) How many people need to sign the Deposit record?有多少人需要在保险箱记录上签字？b) What is the process for opening a Guests Room Safe?开启客人房间保险箱的过程是怎样的？3. What should we do if the guest is not happy with our question to describe the item contained in the