酒店培训--个处理客房内发现贵重物品.docVIP

Subject： Handling late check-out requests 主 题: 处理延迟退房的要求 Purpose ： So guest is aware of the usual check-out time. To ensure that room is available. 目 的: 以便客人知道通常的退房时间,以确保房间是可用的。 Procedure 程 序： 1. Receive late check-out request from guest. Ask the guest name and room number，advise guest of usual check-out time. 从客人处收到延迟退房的要求,确认客人房号和姓名，告知客人正常退房时间。 2. Check with computer if room is blocked for today’s arrival. If room is not blocked and occupancy is low, grant late check-out until 15:00. (If in doubt, consult supervisor.) 与计算机核查该房是否为今天抵达的客人预留。如果该房未预留，在出租率不高的情况下，则最迟可推迟退房至15:00.(如有疑惑，咨询主管) 3. Late check-out request till 18:00, explain to guest the half day charge. Late check-out after 18:00 will incur a full day charge. Late check-out request during high ccupancy refert to AM. 如客人要求推迟退房至18:00,向客人解释要收半天的房费。推迟退房至18:00以后将按一整天收费。在出租率高的情况下，推迟退房的要求要向大堂副理汇报。 4. Upon confirming late check-out time, update in the Opera system in departure time like 15:01 or 16:31. If late check-out is chargeble, put remarks in instruction field of reservation screen to remind cashier to charge to guest upon check-out – charge half day for LCO till 18:00. 确定延迟离店时间后，在系统中离店时间处注明15:01或16:31. 如果确认收费，在预定屏幕输入备注” 收半天房费，延迟退房至18:00。 STANDARD OPERATION PROCEDURE 标准工作程序 DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE: Duty Manager 职称 ：值班经理 TASK NO : 号码 : TASK : Deal with valuable thing found in the room 工作职责 : 处理客房内发现贵重物品 EQUIPMENT REQUIRED : Camera 所需设备 ：照相机 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 HSKP staff found the valuable thing (e.g. cash, jewellery) in obvious place when HSKP staff makes clean in the room. The guest isn’t in the room at that time. 客房部员工在客人不在时清洁房间时,在显而易见的地方客人的贵重物品.(譬如,现金,珠宝) HSKP staff found the valuable thing (e.g. cash, jewellery, passport) in the safe box which hadn’t been lock when HSKP staff makes clea