客房双锁处理.doc

Subject/名称 Double-lock/客房双锁 Purpose/目标 To protect hotel and guest’s benefits and properties safely. 确保酒店和客人的利益和财产的安全。 Procedures/流程 For follow special cases, the Assistant Manager will double lock the guest room and release it upon the cases be resolved appropriately. 如遇下述特殊事件，大堂副理将对客房进行双锁，并在事件解决后开启双锁。 According to guest’s request. (E.g. Guest will be in his business trip or vacation, and out of hotel.) 根据客人的需求（例如：客人出差或休假，离开酒店） Double Lock the Room 双锁客房 To collect guest’s detailed requests, e.g. duration of out hotel, room cleaning schedule. 询问客人的具体要求,例如:外出酒店的时间,房间清洁的安排。 To double lock the guest’s room 对客房进行双锁。 To remind the guest to inform a AM to release the double-lock upon backing to the hotel 告知客人当回到酒店时,通知大堂副理开启双锁。 To make notes in OPMS to remind service people to be alert. 在电脑系统中备注好相关信息,提示所有服务人员。 To convey this message to the HSKP, Security and Front Office service people. 将此信息传达给客房部、保卫部和前厅部服务人员。 Release the Double Lock 开启双锁 Accompany the guest to release the double-lock upon him backing to the hotel. 当客人回到酒店时,陪同他一起至房间开启双锁。 To update OPMS record and convey this message to concern department, e.g. HSKP. 更新电脑系统中的信息记录,并将此信息传达给相关部门, 例如:客房部。 When guest is out of room, the Room Attendant found guest’s valuable properties are left visibly. 当客人不在房间，客房服务员发现客人的贵重物品留在房内时 Double Lock the Room 双锁客房 To go to the guest room with the Security Officer, after received the Room Attendant’s report. 当收到客房服务员报告时,与保卫主管一同去客房。 To take photo for reference, and lock the door accordingly. Do NOT move any guest’s properties. 对现场拍照作为参考,锁上房门。不要移动客人的财物。 To make notes in OPMS to remind service people to be alert. 在电脑系统中备注好相关信息,提示所有服务人员。 To convey this message to the HSKP and Front Office service people. 将此信息传达给客房部和前厅部服务人员。 Release the Double Lock 开启双锁 To identify guest according to its profile, and release the double-lock with him. Meanwhile, AM should explain to the guest sensitively. 确认客人身份，然后为其开启双锁。其间，大堂副理要向客人作好解释工作。 For High Balance, the guest’s room will be double locked in