酒店避免跑单管理程序

　　酒店避免跑单管理程序

　　Objectives

　　目的

　　xto control the number of sellable rooms

　　控制可销售房间的数量

　　xto avoid skippers

　　避免跑单

　　PolicyStatement

　　政策阐述

　　It is the hotel’s policy that all due out guests after 18:00 hours are contacted and that their check out time is established.

　　该政策旨在，在18点以后联系并告知要离店的客人离店时间已经确定。

　　Procedures

　　程序

　　1.Check the number of due out guests at 12:00 hours.

　　在12点以后确定期望离店的客人数量。

　　2.Check the number of due out guests at 14:00 hours

　　在14点以后确定期望离店的客人数量。

　　3.Check the number of due out guests at 16:00 hours

　　在16点以后确定期望离店的客人数量。

　　4.Check the individual guest folios and check the check out times in the folio

　　检查独行客人的便笺，在便笺中确定其离店时间。

　　5.Contact the guests that e*ceeded their check out time by more than 1 hour by telephone and ask politely about their check out time

　　如果客人超越了其离店时间1小时以上，礼貌地于其联系，并确定其离店时间。

　　6.Check the number of due out guests at 18:00 hours

　　在18点以后确定期望离店客人的数量。

　　7.Start calling all due out guests at 18:00 hours and inform politely about their check out time – if not specifically mentioned in the folio.

　　如果客人没有在便笺上特意注明，在18点时，开始有礼貌地提醒所有期望离店客人其离店时间。

　　8.If the guest is not in the room, leave a message (see sample below).

　　如果客人不在房间内，留下信息（样本见下）。

　　9.If the guest did not reply by 19:00 hours, check the room physically:

　　如果客人在19点时仍没有回复，则检查房间：

　　a) No luggage: probably the guest left without settling the bill (skipper) -or the Front Desk Agent forgot to check out the room in the system.

　　没有行李：客人可能没有结帐就离开（跑单）或者前台忘记将其离店房态输入系统。

　　b) Packed heavy luggage: most likely the guest checking out soon.

　　行李已经装载就绪：最有可能性的是客人即将离店。

　　c) Heavy luggage not packed: probably the guest is extending his stay

　　行李还没有装载：很有可能是客人要延迟其逗留。

　　d) Light luggage: probable skipper

　　轻装：可能跑单。

　　10.If there is still not reply at 20:00 hours and there is luggage in the room, extend the departure date of the guest with one day and keep following up with the guest in order to get the correct check out date.

　　如果在20点仍然没有回复，而行李仍在房间内，则延长其离店时间一天并和客人联系以更改其离店时间。

　　GUEST MESSAGE留言

　　Dear [GUEST NAME],

　　亲爱的×××（客人姓名）

　　We have noted that your check out date is today.

　　我们已经接到通知，您的离店时间是今天

　　In case you like to request a late check out or extend your stay, please do contact the Guest Services Officer at extension [ExtENSION NUMBER].

　　如果您期望延迟离店或继续住店，请与客户服务中心主管联系（电话号码是）。

　　Thank you.为感！

　　[YOUR NAME]

　　（你的姓名）

www.pmceO.com 物业经理人网

篇2：酒店偷窃事件处理程序

　　酒店偷窃事件的处理程序

　　Objectives

　　目标

　　To carry out investigation by the security team and keep the guest informed of the progress appropriately.

　　由安全小组执行调查，并让客人知道合理的进展。

　　Policy Statement

　　政策阐述

　　It is the hotel policy that all alleged theft case is handled professionally and discreetly.

　　这项政策是指所有所谓的偷窃事件都必须专业地谨慎地被处理。

　　Procedures

　　程序

　　1. If the information receives states that the incident happened in front of the guest, obtain the description of the person involved immediately.

　　如果信息涉及到事件发生在客人面前的状态，立刻从牵扯人员处获得相关细节。

　　2.Inform the Security Manager and activate the Security team to be vigilant at all e*it points that is:

　　通知保安部经理和巡逻队在各个出口加强警戒工作：

　　*Staff entrance, Guest lifts at the Lobby, Service lift, Car Park Lifts, Hotel Main entrance

　　员工通道、大堂客用电梯、服务电梯、停车场电梯、酒店主要入口。

　　*Loading bay.

　　卸货口。

　　Stop and detain any suspect that fits the description for investigation.

　　为调查工作的进行，阻止和扣留任何与描述特征相符的嫌疑人

　　3.The guest has to be interviewed by the Security Manager to carry out investigation.

　　客人将不得不接见保安部经理，以接受调查。

　　4.Security Department will fill up an Incident Report.

　　保安部立刻填写事件报告。

　　5. A search is conducted immediately with the security team on the affected guest room and guest floor.

　　保安部员工立刻在客人房间和楼层进行搜查。

　　6. A lock reading with details of the entry to guestroom is made for the Security Manager for investigation.

　　为了调查工作，保安部经理对客人房间进行单独、详细的搜查

　　7.If the guest would like to lodge a police report, the Security Manager will contact the police for investigation.

　　如果客人要求向警察局提出报告的 要求，保安部经理将和警察局联系。

　　8.Any type of discussion with the police must be in the presence of the Security Manager.

　　和警察的任何形式的讨论，都必须在保安部经理在场的情况下进行。

　　9.he Incident should be kept absolute confidential to all team members and the public to eliminate negative publicity of the hotel.

　　事件必须保证对所有队员和公众绝对保密，以消除对酒店的负面影响。

篇3：酒店客人投诉处理程序(中英版)

　　酒店客人投诉处理程序

　　Objectives

　　目标

　　xto resolve guest complaints and disputes in an efficient and professional manner.

　　用一种有效、专业的方式解决客人投诉和争执。

　　xto ensure highest level of guest satisfaction and hotel interest.

　　最大限度的确保客人的满意度及酒店利益。

　　xto report to the management so as to review the complaints to rectify any problem and prevent loss of future business opportunities.

　　向管理层报告投诉的处理情况，防止酒店商业机会的流失。

　　Policy Statement

　　政策阐述

　　It is the policy of the hotel that all guest complaints and disputes are solved amicably in the highest level of guest satisfactions and hotel interest.

　　此项政策旨在最大限度保证客人满意度和酒店利益,并友善地对客人投诉进行处理。

　　Procedures

　　程序

　　1.Greet and acknowledge the guest appropriately.

　　适度的问候和答谢客人。

　　2.Invite the guest to the Guest Services’ Desk or Offer the guest to the lounge for a discussion - this is to move the guest away from the Front Desk to avoid making a scene.

　　邀请客人到客户服务台或为客人提供谈话的休息室-------其目的在于将客人带离前台以避免出现不良场景。

　　3.Listen to the guest complaints carefully, maintain eye contact, do not make funny faces or giggle no matter what the complaint, take down any details if necessary.

　　仔细聆听客人投诉，维持眼神交流，无论投诉内容如何，不得流露滑稽或好笑的表情。如有必要记录下任何细节。

　　4.Show empathy and make sure the guest feels that you understand his situation, and apologize for the inconvenience caused.

　　显示理解的神态，并确定客人感觉到你已理解之，同时对给客人造成的不便表示歉意。

　　5.If the guest will not quiet down, or demands to see the manager, it is advisable to seek assistance from a colleague with a higher position.

　　如果客人情绪没有稳定下来，或要求见经理，可取的方法是邀请职位较高的同事处理该事件。

　　6.Resolve the matter immediately by offering alternatives that ensure the interest of both the guest and the hotel.

　　及时确定对客人和酒店都有利的、可供选择的方案供客人选择。

　　7.If the matter could not be resolved immediately, inform the guest the necessary action to be taken and will keep him duly informed until he is satisfied with the situation.

　　如果事件不能被迅速地解决，适时地告知客人采取的必要措施直到其满意。

　　8.Thank the customer for bringing up the matter to assist the hotel to rectify it shortcomings

　　感谢客人对酒店的支持——指出酒店不足，帮助其改正。

　　9.Check back with the customer to ensure satisfaction

　　回访顾客以确保顾客满意。

　　10.Log down the incident in the Log Book for Management review.

　　在记事本上记录事件以便管理层检查。

　　Ensure that all details are recorded in the guest’s profile for future reference.

　　确定所有关于客人的细节，以便将来参考之用。

　　Remarks备注:

　　Do not不要:

　　xtalk the guest down

　　带有歧视性语言

　　*Be defensive

　　带有防御性的

　　*Be impatient

　　不耐烦的

　　*Blame another employee or department

　　责怪其他顾客或部门

　　*Blame the guest

　　责怪顾客

　　*Do not argue back

　　不要反复争论

篇4：酒店争斗事件处理程序

　　酒店争斗事件的处理程序

　　Objectives

　　目标

　　xto handle incident pertaining to fights in a safe manner so as to avoid any form of inconvenience or harm to other guest, team member and hotel property.

　　为了用合理的方式解决与争斗相关的事件，应避免任何将给客人、团队客人、及酒店利益带来损害的事件。

　　xto resolve the fight as soon as possible in a diplomatic manner.

　　尽可能合理的确方式处理争斗事件。

　　xto minimize any damage or losses that is caused due to the fight.

　　将任何将由于争斗造成的确危害和损失降低到最小值。

　　Policy Statement

　　政策阐述

　　It is the policy of the hotel that any incident pertaining to fights are handled in a safe manner with minimum losses.

　　此项政策是：用合理的方式以最小的损失处理争斗事件。

　　Procedures

　　程序

　　1.The Guest Service Manager and the Security Manager have to proceed to the scene immediately to attend to the case.

　　大堂经理和保安部经理应立即介入事件。

　　2.If the fight was due to alcoholic influence, instruct the bar tender and outlet team member to discontinue further liquor service.

　　如果争斗事件是因为与饮酒有关，示意酒吧服务员和其团队成员不再为其提供酒水。

　　3.The Security team has to make attempt to stop the fight in a tactful but firm manner.

　　保安部员工应用圆滑而有原则的方式试图阻止争斗。

　　4.Inform the party involved to leave the outlet as their actions has disrupted the business of the outlet and other patrons.

　　要求相关人员离开现场，因为其已经影响到他人。

　　5.The security team is summoned to escort them out of the hotel’s premises.

　　酒店有这一前提：保安部员工应被召集起来护送其出酒店。

　　6.Do not involve the Police unless the situation is out of control and causing damage to the hotel’s property, other patrons or team members and with the approval of the Security Manager.

　　除非事件已经失控并导致酒店财产的损失，在其他顾客成员和保安部经理同意的情况下，方可通知警方。

　　7.The incident has to be handled discreetly, the reason not calling the Police is to protect the image of the hotel.

　　事件应该被谨慎地处理。不通知警方的 原因是维护酒店形象。

　　8.Any inquiries or question from the public is directed to the PR Manager.

　　任何来自公众的质寻和疑问都直接交由公共关系经理处理。

　　9.An Incident Report is made by Security Department and forward to the Management for investigation and action.

　　关于事件的报告须由保安部迅速制定并上交，以备查证。

篇5：酒店保险柜钥匙整理程序

　　酒店保险柜钥匙整理程序

　　Objectives

　　目标

　　* To ensure that no keys are missing and all keys in use have their own record.

　　确保没有钥匙遗失及所有的钥匙都按其记录被使用。

　　Policy Statement

　　政策阐述

　　* It is the hotel’s policy that every night the key inventory of the safety bo*es is checked.

　　该政策是保证保险箱的钥匙清单在每晚都被核对。

　　Procedures

　　程序

　　1.Tidy up the key cabinets by key sequence if necessary

　　若有必要按照钥匙顺序整理钥匙柜。

　　2.Keys available in both cabinets are from available safety deposit bo*es

　　所有在柜中有用的钥匙都是来自相应有用的保险箱的。

　　3.Check the user registration to determine which safety bo*es are used by the guests and which ones by the hotel.

　　检查使用记录从而确定哪个保险柜曾被客人使用以及哪个曾被酒店使用。

　　4.Summarize how many keys are available, in use by guests, in use by the hotel and missing.

　　总结出有多少钥匙可用、多少为客用、多少为酒店用及多少遗失。

　　5.-If more keys are missing than last night, the number of the key needs to be written down in the logbook and followed up with the Front Office Manager the next morning.

　　如果发现钥匙遗失，则在记事本中记录遗失钥匙的号码，并与第二天交给前厅部经理。