酒店前厅前台接待服务手册 GSA-020 Safe Deposit Box at front desk 前台保险箱钥匙的分发.doc

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1、前厅前台接待服务手册国际酒店前厅部服务程序Front Office STANDARD OPERATING PROCEDURES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。 Resor

2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店Policy Number 序号:GSA/P&P-D020Effective Date 实施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 废止号 :Prepared By 制定人 :Front Office Mgr.前厅部经理Issue a safe deposit box at Front Desk前台保险箱钥匙的分发Approved By 批准人: General Manager总经理Distribute to分发:Front

3、 DeskPage 3 of 2Objective 目标: To serve guest needs and to provide guest convenience.满足客人需求为客人提供方便Procedures 程序: 1. Safe deposit boxes are available in both guests rooms and Front Office at no extra charge to our registered guests and their use is encouraged. Boxes reserved for guest use and for stor

4、age of in-house banks have two locks that can be opened only by using an office control key and an access key simultaneously. 保险箱服务为酒店客人提供并鼓励客人使用，客房及前厅部均设有此设施。为客人提供及为内部使用的保险箱需要使用一把总钥匙和一把客用钥匙配合使用。2. There is only one access key for each of the safe deposit boxes at Front Office designated for guest u

5、se. The hotel has three types of Safety Deposit Box providing to guest to store valuables that are slightly oversized. (Big Size Medium Size and Small Size)前厅部为客人提供的保险箱只有一把客用钥匙。酒店为客人使用的保险箱有三种尺寸。（大号、中号及小号）3. The Guest Service Agent selects a vacant safe deposit box and records the key number on the d

6、eposit form. The guest deposits the items of value in the safe deposit box, preferably in a private area and the staff should turn back to avoid observation when the guest is placing their belongings into the box.前台员工为客人选取一个空的保险箱，并在保险箱使用登记表单上记录钥匙号码。客人存放重要物品时，最好选择私密的环境，并且员工要转过身去。4. The Guest Service

7、Agent locks the safe deposit box with the guest key and the hotel key in the guests master key to its proper place. The guest should be cautioned concerning the safe control of his key.前台员工使用客用钥匙及酒店总钥匙为客人的保险箱上锁并将保险箱放置在合适的位置上。客人需要保管自己的钥匙。5. The fact that a safe deposit box was assigned to a guest sho

8、uld be noted either on the guests folio or by placing the safe deposit record, with the folio. 客人使用的保险箱要在电脑系统的客人界面做标注。6. The guest must sign the safe deposit box record before each entry. Any doubt concerning the similarity of the signature to previous signatures should be resolved by valid identifi

9、cation or by the manager on duty. Only the guest named on the record will have access to the safe deposit box. 客人每次开启保险箱后均需要做记录。遇到与之前签名不符的情况时要查看有效的证件，或争得当班经理同意。只有在登记卡上标明姓名的客人才可以使用保险箱。7. Under no circumstances should a spouse or other relative or friend of the guest be allowed to sign the card for th

10、e guest.不允许客人的配偶或其他亲戚朋友帮助客人签署登记卡。8. Lost of Safety Deposit Box key by the guest should be charged RMB 500 for lock changing and the charge should be posted as Miscellaneous Charge into guest account with the signature from the guest.凡是客人遗失了保险钥匙的需要支付人民币500元更换钥匙。费用将以杂项的形式入到客人房账中并有客人的签字确认。9. All safe d

11、eposit box keys should be inventoried by Reception Manager/FOM at least quarterly. Any lock change requirement should be listed and forward to DOR/DFC/RM/GM to approval and then forward to Purchasing for process.前台经理/前厅部经理至少一季度检查所有保险箱钥匙。所有需要更换钥匙的保险箱需要列出明细，并上交房务总监/财务总监/住店经理/总经理批准后采买。酒店管理手册前厅、客房、餐厅、人事

12、、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP附件：酒店各部门组织架构总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写Board Chairman (Director) 董事长GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 FO-FRONT OFFICE 前厅部DO

13、M-DIRECTOR OF SALES&MARKETING 销售部总监 FOM-FRONT OFFICE MANAGER 前厅部经理 F&B-FOOD&BEVERAGE 餐饮部 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINANCIAL DEPARTMENT 财务部 FC-FINANCIAL CONTROLLER财务总监 A.T.K Administrative total kitchen行政总厨 Revenue Manager收益管理经理 RECP-RECEPTION 接待处 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店管理之家