杭州香格里拉酒店管家部制度与程序.docVIP

POLICY PROCEDURE MANUAL 制度与程序 HOUSEKEEPING 管家部  SHANGRI-LA HOTEL HANGZHOU HOUSEKEEPING POLICY PROCEDURE MANUAL SUBJECT : DO NOT DISTURB ROOMS请勿打扰 PREPARED BY :HSKP REVIEWED BY : DATE PREPARED :APRIL 22,2004 EFFECTIVE DATE :HOTEL OPENING APPROVED BY :GENERAL MANAGER POLICY NO. : RHK / 101 DISTRIBUTION : ALL DIV/DEPT HEADS PAGE NO. : 1OF1 COMMUNICATE TO : ALL HOTEL EMPLOYEES I PURPOSE 目的 The objective of this procedure is to set clear guidelines for the correct handling “DND” rooms by the Housekeeping Department floor staff. 确保酒店楼层员工按照正确的指导方针操作请勿打扰程序 II POLICY 政策 It is the policy of SHANGRI-LA HOTEL HANGZHOU that every occupied room shall be entered at least once 24 hours for the safety security of guests . 为客人的安全起见24小时内要进入有客房至少一次 “Do not Disturb” sign shall be honored until 2:00 p m after which contact must be established with guest 请勿打扰截止到下午2点，2点后要按照建立的程序与客人联系. If there is no response when conduct is made , at least two Hotel representative , one of them must be managerial grade , will enter the room. 联系后如没回音，至少两名酒店人员进入客人房间。一名需是管理人员 III PROCEDURES程序 Guest rooms that have the “Do not Disturb” card displayed are not to be disturbed or entered at any time with the following exception as detailed in this procedure . 任何时间不允许打扰或进入挂有请勿打扰牌的房间，一些特殊情况除外。 Guest rooms that have the “Do not Disturb” card displayed at 2:00 p m should be contacted under the following circumstances 请勿打扰牌挂到下午2点的。有如下几种情况。. The room is a due out room or an occupied room form the previous days . A room in which a guest has checked in that day does no need to be checked at this point 如果房间是预离房或在店入住多日不必检查. The DND card has been displayed since morning . (The assumption being that the guest has forgotten to remove the card 从早上一直挂请勿打扰的（假定客人忘记拿走卡了） The GSA and Team Leader have not seen the guest enter the room during the morning or early afternoon. 楼层员工，楼