Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-046 Safety Deposite Procedure客用保险箱服务程序

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDURES本地

2、标准操作程序LSOP No.:RM FO FD -046Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Safety Deposit Procedure 客用保险箱服务程序_OBJECTIVE目的：Safe deposit box are for registered guests only酒店保险箱只能提供给住店客人POLICY政策：To ensure access will be strictly restricted

3、 as per procedure, to ensure guest belongings are secure at all times.确保开启保险箱要严格按规定程序进行，以便保证客人的物品安全。PROCEDURES 程序： 1. When a guest wishes to open a Safe Deposit Box, politely ask his name and room number. Verify in the computer that he is a registered guest of the hotel.当客人申请保险箱时，礼貌地询问客人姓名和房间号码，在电脑内

4、核对客人是否是住店客人。2. Fill out a Safe Deposit Record Card noting guest name, room number, departure date, and todays date. Obtain GSA，GSM & guests signature .填写保险箱申请单，写清客人姓名，房间号码，离店日期和申请日期。由员工,宾客服务经理和客人共同签字确认。3. Inform the guest that only the person stated on the form has access to the box. If two people w

5、ish to have access to the box, both signatures must be obtained.通知客人只有签字者本人才有权利开启保险箱。如果申请有两位客人可以开启保险箱，必须要求两位客人签字。4. Ask the guest which size box he would prefer. Open the Key Box, obtain the appropriate box key and the master key. Note the box number on the Card.询问客人想要何种保险箱。打开钥匙箱，取出保险箱钥匙和万能钥匙。在申请单上注

6、明保险箱号码。5. Use both keys to open the box and place it on the table for the guest. Step aside and do not stare at the guest while he is using the box. The Hotel provides a safe deposit box service but possession and control of the contents is for the exclusive use by the guest.同时使用两把钥匙打开保险箱并交给客人。当客人使用

7、保险箱时要站在一边。酒店提供保险箱服务，但是保险箱的拥有和控制权在客人6. After the guest has finished using the box, place it back. Replace the master key in the key Box and relock it. Hand the box key to the guest, informing him/her of the box number. Also inform the guest that the key will be in his possession until the box is surr

8、endered, and that there will be a RMB800 charge should the key be lost.客人使用后，将保险箱放回原处。将万能钥匙放回钥匙箱锁好。将保险箱钥匙交给客人告诉客人号码。告诉客人保险箱由客人拥有除非客人将钥匙交还。如果钥匙丢失，酒店会要求客人赔偿800元。7. Return the key to the Key Box in the drawer. Put the Record Card in the drawer and leave a check out message to remind before guest check

9、out.将钥匙箱钥匙放回抽屉。将记录单放在抽屉内，并在电脑系统中留结账提示信息以便客人结账时提醒客人交还保险箱。8. When guest returns to access his box, politely ask his name, room number and box number. Obtain the previously completed Safe Deposit Box record card. Ask the guest to sign his name.当客人要求开启保险箱时，礼貌地询问客人姓名，房间号码和保险箱号码。拿出开箱记录单请客人签字。9. Verify the

10、 signature, note the date and time and initial the card.确认客人签字，注明开启日期和时间以及员工签字确认。10. Only when in the deposit box room ask the guest for the key and in full view of the guest open the door to the safe deposit box and retrieve the box and pass to the guest.在保险箱房间内向客人要保险箱钥匙。在客人的监督下开启保险箱交给客人。11. When a

11、 guest wishes to surrender the box, retrieve the Safe Deposit Record Card and ask the guest to sign that he no longer requires it. Again have him sign and verify the signature. Also note the date of surrender of the box.当客人要交还保险箱时，请客人签字确认已经交还钥匙。请客人在记录单签字并核对。记录客人交还钥匙日期。12. Obtain the box key from the

12、 guest and return it to the safety box. Check that the guest has removed all his belongings by turning the box upside down in view of the guest.将保险箱钥匙放回钥匙箱。将保险箱倒转以便证明没有物品遗留。13. Thank the guest.感谢客人光顾。14. Retrieve the Registration Card and indicate on the deposit box form attached that the box has been surrendered. and delete the check out message in PMS.拿出登记卡内的记录单，注明钥匙已还。同时删除结账提示信息。15. Should the guest lose the safe deposit bo