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ID:16381576
大小:283.00 KB
页数:28页
时间:2018-08-09
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1、客人信息保密制度STANDARD:标准:Roomnumberaswellasotherinformationregardinghotelguestsmustnotbegiventooutsiderswithoutpriorauthorizationoftheguest.Guestconfidentialitywillbestrictlyadheredto.Shouldcallersinsist,refercallertothesupervisors.如无客人事先同意,不得将房号等关于客人的信息透露给外人。这一制度在任何时候都必须严格遵守,如有人坚持询问,则交主管处
2、理。PROCEDURE:程序:1.Informcallerpolitelythatguestinformationcannotbedisclosed.2.Askthecallerifhewouldliketospeakorleaveamessagefortheguest.3.Ifaguesthasan“incognito”code(theyhaveaskedthatnoonedisclosethattheyarestayingatthehotel)-informthecallerthattheguestisnotregisteredatSheratonChengd
3、uLidoHotel.4.Iftheguesthasa“donotdisturb”code-informthecallerpolitelythattheguesthasleftinstructionstonotbedisturbedandthatmessagesbetakenforallcalls.5.Therelatedsupervisorsmustbeinformedifcallersinsist.Staffmustbecautiouswithguestdetailsatalltimes.·DONOT:Announceroomnumbersloudlywhen
4、handingoverkeys,takingwake-upcallrequestetc.·DONOT:Leavearrival/departurelists,registrationcardetcinpublicview.1.有礼貌地告诉询问者有关客人的信息不可以随意告诉他人。2.问询问者是否愿意同客人通话或给客人留言3.如果被寻找的客人事先通知饭店当局保密,则告诉询问者该客人没有在饭店登记4…如果被寻找的客人要求“请勿打扰”,则礼貌地告诉询问者该客人的要求并问是否需要留言5如果询问者坚持,通知主管。员工无论何时何时间都要尊重客人的隐私,要避免:·当把钥匙交给客人
5、或记录叫醒时间时等情况下不要大声地读出客人的房号··不要将写有来店、离店时间等信息的卡片随手放在公众可以看见的地方。交班本及工作移交STANDARD:标准:Theshiftleaderwillusethelogbookforanyappropriateinformationrelevanttotheconcierge.Allinformationwillbewrittenlegiblyandclearlytoensureeveryoneconcernedcanreadtheinformationwithoutdifficultyatalltimes.Thelogb
6、ookmustbereadatthestartofeachshiftbyallstaffwhentheyreportfordutypriortobriefing.领班用交班本向本部门全体员工交待一切有关信息。交班本要书写字迹清楚、语意明确,保证每个员工都能理解无误。在每班开始前的例会上,每个当班员工都应阅读交班本。PROCEDURE:程序:1.Thelogbookisameansofcommunicationbetweenallconciergestaff.2.Thelogbookmustbestoredinanaccessibleplaceforallstaff
7、touse.3.Allstaffmembersmustreadandsignthelogbook.4.Theshiftleadermustinitialthediarytoindicateithasbeenreadandunderstoodatthebeginningoftheshift.5.It’stheresponsibilityofshiftleadertotakecarethelogbooktotheshifthandoverbriefings&adviceallpresentofanyrelevantinformation.6.Thehandoverof
8、shift
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