国际酒店防损培训措施之可疑行为.docVIP

This program addresses the importance of being watchful and alert for suspicious persons, vehicles activities. 本课程介绍了注意并警惕可疑人员、车辆及行为的重要性。 Target Audience 目标对象 All Employees As a hotel employee, you are an integral part of our security team. Your alertness, observations and actions directly impact hotel security. One example of this is Suspicious Persons Activities. 作为一名酒店员工，你是我们保安团队不可缺少的一份子。你的警惕、观察和行为直接影响到酒店的安全。其中一个方面就是针对可疑人员及行为。 It is important to note that the vast majority of people visiting hotels have legitimate reasons for being in the hotel. However, from time to time, persons who have no legitimate reason may try to enter the hotel. These persons may or may not be intending to commit a crime, however they are trespassing. 值得注意的是，大多数来到酒店的人员都有呆在酒店的合理理由。但是，有时某些无理由的人员也试图进入酒店。这些人可能或不会犯罪，然而他们却侵入了酒店。 Believe it or not, one of the best defenses is your smiling face. While you are working, make eye contact, smile, and greet each guest that comes within five feet of you. Being friendly and greeting each guest serves two important purposes. It instills a warm, positive feeling of customer service with our guests. It also informs any would be criminals that our staff is alert and observant and could identify them later. 信不信有你，你的微笑是一种最佳的防卫。工作时与距你1.5米之内的每位客人进行目光接触，微笑并问候他们。友好问候每位客人有两个重要的目的。这样可以向我们的客人传递一种温馨、积极的客服感受。另外，还向可能的犯罪人员表示，我们的员工有警惕并密切注意着，可能不久将识破他们。 If you observe persons loitering in the lobby, guest corridors, the back of the house, or other areas, approach the person and identify yourself as an employee. Be professional and courteous. Ask how you may be of assistance and if the person is registered as a guest. 如果你注意到有人在大堂、客房走廊、酒店后勤区或其他区域闲逛，那么就走向此人并表明你的员工身份。要体现出职业性并有礼貌。如果此人是已登记的客人，则询问他需要怎样的帮助。 If the person claims to be a guest, ask to see their room key. If the person claims to be visiting a guest, ask for the guests name and room number. Use a house phone to verify this information. When PBX confirms the name and room number, escort them out of