大堂副理案例处理程序.pdfVIP

大堂副理案例处理程序 1、大堂副理处理投诉程序·················································P2 2、火警、烟感、紧急警铃的处理··········································P3 2、保险箱使用不当的处理 ············································P5 3、贵重物品遗留酒店范围及客人认领 ·····································P6 4、客人遗失住房卡 ·······················································P7 5、诊病服务 ······························································P8 6、酒店物品被损坏及赔偿·················································P9 7、酒店损坏或遗失客人物品的赔偿处理 ·································P10 8、住店客人要求协助强行开启自己的行李箱······························P11 9、客人报失 （在店内或店外失物）········································P12 10、店内发生违法犯罪行为或纠纷的处理··································P13 11、服务质量和防火安全的巡查···········································P15 12、超时来访的处理·······················································P16 13、客人未办退房手续而发现房间空置的处理·····························P17 14、房间有客人但没有入住记录的处理····································P18 15、UNKNOW FAX传真的处理···············································P19 16、信用卡授权被拒绝····················································P20 17、帐号消费超过限额····················································P21 18、客人拒付长途电话费／小酒吧饮料费的处理···························P22 19、客房重锁 （ＤＯＵＢＬＥ ＬＯＣＫ）·································P23 20、客人要求延迟退房的处理 （ＬＡＴＥＲ ＣＨＥＣＫ ＯＵＴ）········P24 21、客人要求为其保存物品或转交物品的处理·····························P25 22、房间内发生违反公安及消防条例行为的处理···························P26 23、非住客持钥匙进入房间的处理·········································P28 24、外单位要求参观、拍摄酒店···········································P29 25、外单位人员要求联系酒店行政领导的处理·····························P30 26、接外单位紧急通知的处理 （如供电局、自来水公司）···················P31 ···P32 27、醉酒的处理················································· 1 33 第 页 共 页 骏豪温泉大酒店 JunhaoHotSpringHotel