FD- Safe Deposit Box【DOC精选】.docVIP

STANDARD OPERATING PROCEDURE SAFE DEPOSIT BOX Task Number: FD-0016 Department: Front Desk Date Issued: January 2005 Guest Expectation: I expect the hotel to provide a secure and safe environment for myself and my belongings with the utmost respect for my privacy. Time to Train: 45 minutes Why is this task important for you and our guests? Answers: We must provide a secure, safe and convenient environment to our guests. Maximize guest satisfaction. Improve GSTS score Demonstrate our professionalism. WHAT / STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Open a Safe Deposit Box Guest requests and approaches Safe deposit facilities will be advertised in every guest room. Give directions to the guest. When the guest approaches the front desk to open a new safe deposit box direct him to the safe deposit box room. Is it really necessary to provide the Safety Deposit Box at Front Desk? Why can’t we advise the guest to use the In-Room Safety Box only? Guest enter The Safe deposit box room must have security lock with a buzzer. When the guest rings the bell activate the buzzer to let the guest in. Why do I have to open the room for the guest? Fill in information Hand the safe box card to the guest to fill in the required information. Full name, room number, home address, Authorizing signature and signature verifying the small print. Why don’t we help the guest to fill in the safe box card? Advise the size of the box While the guest is filling in the card, ask what size of box is needed and proceed to retrieve the appropriate box. Why do I have to ask the guest’s prefer size of deposit box? e) Open the box Open the box by at the same time tuning it to the guest. Why do I need to open the box and than hand it over? g) Note Take the card from him/her and note the box number on the upper right corner. Why does the number need to be on the upper right corner? h) Verify and guest private time