國際酒店前廳部前臺接待—SP-RM-FO-REC-C302 盜竊和遺失程序Theft and loss procedures

1、酒店管理之家國際酒店前廳部前臺接待服務程序前臺是展示公司的形象、服務的起點。對于客戶來說，前臺是他們接觸我們公司的第一步，是對公司的第一印象，是非常重要的。煙花美文網(wǎng)小編整理了公司前臺接待的工作流程，希望大家有所收獲!前臺接待，又叫“行政前臺”，與“行政后臺”對應，歸屬公司行政部管轄，它是現(xiàn)代企業(yè)典型職位之一，屬于面向于公司外部的公司門面，代表著企業(yè)的形象，必須形象氣質(zhì)佳，由于此崗位需要值班，不得脫崗，故此職位人數(shù)最低不得少于2人；大多數(shù)企業(yè)通常會依人員流動性提供周期性內(nèi)調(diào)的規(guī)定。其通常主要負責客戶的來訪及登記、電話轉(zhuǎn)接等事務，迎候來賓、判斷來賓意向并與接待、辦理相關手續(xù)、接聽來電、回訪常見問

2、題。制定前廳部標準運作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標準運作的政策和程序，確保前廳部運營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓的指導。使前廳部員工了解前廳的作用，了解前廳運作及管理的政策和程序。使前廳部運營及管理手冊格式化，以便于更正、修改。Position: Guest Service Manager 職位：賓客服務經(jīng)理Department: Front Office-ReceptionDept. Head: 部門：前廳部-前臺部門經(jīng)理：GM Approval: Date: 總經(jīng)理批準：日期：Task: Theft and loss proceduresCo

3、de:RM-FO-REC-C302任務：偷竊/遺失處理序號：RM-FO-REC-C302Standard:Any theft/loss reported by a guest must be dealt with at once, a search for the article must be conducted if the loss took place on the hotel premises.標準：如客人被偷竊或有物品遺失必須立即處理，發(fā)生在店內(nèi)的物品遺失應立即為其尋找。Procedures:Theft/loss on Hotel Premises( include outside

4、 area around the hotel)：Inform the Duty Security Officer and assist with the search for the article.Lost & Found dept must be checked if article was handed in.Assist the guest if he/she wishes to make a police report.An incident report must be completed and signed by the GSM or Security Officer invo

5、lved.The guest is not permitted to have a copy of the incident report, since it is an internal report only.Alleged Theft/Loss from a Guest Room:In case where the loss of the item occurred in a guest room, the Front Office Manager must be informed at once(during the working time).The Guest Service Ma

6、nager must contact the guest in person with the Security Officer in the room, to ensure all details are recorded, especially when and where he/she last placed and saw the lost item. A description of the items and their value must be obtained from the guest.Conduct a thorough search with the consent

7、of the guest (many guests misplace things in unfamiliar surroundings).If the item can not be recovered, get a full statement from the guest and ask if the guest wishes to make a police report.If the guest wishes to make a police report, he/she must be assisted to contact the local police station.NB: Never imply or admit that the loss is the hotels fault. 程序：酒店內(nèi)的偷竊/遺失：通知當值保安主管并協(xié)助參與找尋工作。同負責失物招領的部門聯(lián)系，看所失物品是否已被上交。如客人需要的話要協(xié)助客人報案。完成案件調(diào)查報告，同時相關的保安主管也要簽字。由于此報告屬酒店內(nèi)部文件，客人不允許有報告的復印件?？腿朔块g內(nèi)的偷竊/遺失：如客人的物品被懷疑是在房間內(nèi)丟失的，要立即通知前廳部經(jīng)理。當值賓客服務經(jīng)理親自同客人聯(lián)系，由保安主管陪同一起到客人房間調(diào)查并做記錄，特別是客人最后一次看到所丟失物品的時間，地點，并請客人詳細描述所失