饭店服务与管理教案：处理“请勿打扰”房间

《饭店服务与管理教案：处理“请勿打扰”房间》由会员上传分享，免费在线阅读，更多相关内容在应用文档-天天文库。

1、TheSt.RegisShanghaiStandard&Procedure上海瑞吉红塔大酒店标准与程序Position:Butlers职位：专职管家Department:HousekeepingDept.Head:JevonsYang部门：客房部部门经理：仰平HMApproval:PaulNashDate:Dec1,01酒店经理批准：黎瑞邦日期：2001年12月1日Task:HandlingD.N.DRoomCode:RM-BU-A060任务：处理“请勿打扰”房间序号：RM-BU-A060Stan

2、dard:Guestprivacymustberespectedallthetime.Proceduremustbefollowedconsistentlysothatourservicecouldbeprovidedinprofessionalmanner.标准：尊重客人的隐私。必须按照既定程序行事，以提供专业化的服务。Procedures:DailycleaningofguestroomunderDND:1.ButlershallreportanyDNDroomtohisShiftLeader

3、,andremaintheroomnotdisturbedbefore16:00hourseveryday.2.ButlershallpayattentiontotheDNDroomandadviseRoomAttendanttocleantheroomifguestremovestheDNDsignage.3.ButlershallreporttheDNDroomtohisShiftLeaderifitstillremainedtill1600hoursoftheday.4.Butlershal

4、lphonetheDNDroomtoobtainpermissiontocleantheroom,ifDNDsignremainstill1600hrseveryday.5.ButlershallnotifyRoomAttendantifguestbeingcalledrequestsroomcleaningeitheratthattimeorlateron.ThespecifictimeshallbeobtainedandRoomAttendantshallbenotified.6.Butler

5、shallentertheroombyusinghis/hermasterkey,ifnooneanswersthephoneintheroom.Butlerwhoenterstheroommustensurethatthereisnospecialsituationintheroom,suchasnoluggageordeadperson.程序：“请勿打扰”客房的每日打扫：1.专职管家应将当日标明“请勿打扰”的客房房号上报领班，并避免打扰该房间客人，直到下午4点。2.专职管家应关注标明“请勿打扰

6、”的客房，一旦标牌被客人取回，立即提醒客房服务员打扫房间。3.专职管家应将当日下午4点仍标明“请勿打扰”的客房房号上报领班。4.每天如果直到下午4点仍标明“请勿打扰”的客房，专职管家应打电话以得到客人的允许进行房间的打扫。5.如果客人要求在那时或稍后打扫房间，专职管家需得知其准确时间并告知客房服务员。6.如果电话无人应答，专职管家需用他/她的万能钥匙进入房间。进入房间的专职管家必须确认房内无异常情况，例如无行李或死人。PrintedDate:1/18/2001PAGE:2/2TheSt.Regis

7、ShanghaiStandard&Procedure上海瑞吉红塔大酒店标准与程序Position:Butlers职位：专职管家Department:HousekeepingDept.Head:JevonsYang部门：客房部部门经理：仰平HMApproval:PaulNashDate:Dec1,01酒店经理批准：黎瑞邦日期：2001年12月1日Task:HandlingD.N.DRoomCode:RM-BU-A060任务：处理“请勿打扰”房间序号：RM-BU-A0601.Afterchecking

8、theroomwithouttouchinganyguestbelongings,ButlershallleavetheroomandhanganApologyCardoutsidethedoor.2.ShiftLeadersshallbenotifiedofanyDNDsituation.3.GSMandShiftLeadersshallbenotifiedofanyspecialsituationfoundintheroom,suchasnoluggageanddeadpeop