禮宾部各事项操作标准.docVIP

客 人 信 息 保 密 制 度 STANDARD: 标 准 ： Room number as well as other information regarding hotel guests must not be given to outsiders without prior authorization of the guest. Guest confidentiality will be strictly adhered to. Should callers insist, refer caller to the supervisors. 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，则交主管处理。 PROCEDURE: 程 序 ： Inform caller politely that guest information can not be disclosed. Ask the caller if he would like to speak or leave a message for the guest. If a guest has an “incognito” code (they have asked that no one disclose that they are staying at the hotel)-inform the caller that the guest is not registered at Sheraton Chengdu Lido Hotel. If the guest has a “do not disturb” code-inform the caller politely that the guest has left instructions to not be disturbed and that messages be taken for all calls. The related supervisors must be informed if callers insist. Staff must be cautious with guest details at all times. DO NOT: Announce room numbers loudly when handing over keys, taking wake-up call request etc. DO NOT: Leave arrival/departure lists, registration card etc in public view. 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 ： The shift leader will use the logbook for any appropriate information relevant to the concierge. All information will be written legibly and clearly to ensure everyone concerned can read the information without difficulty at all times. The logbook must be read at the start of each shift by all staff when they report for duty prior to briefing. 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 ： The logbook is a means of communication between all concierge staff. The logbook must be stored in