国际酒店前厅部前台接待—SP-RM-FO-REC-C302 盗窃和遗失程序Theft and loss procedures

1、酒店管理之家国际酒店前厅部前台接待服务程序前台是展示公司的形象、服务的起点。对于客户来说，前台是他们接触我们公司的第一步，是对公司的第一印象，是非常重要的。烟花美文网小编整理了公司前台接待的工作流程，希望大家有所收获!前台接待，又叫“行政前台”，与“行政后台”对应，归属公司行政部管辖，它是现代企业典型职位之一，属于面向于公司外部的公司门面，代表着企业的形象，必须形象气质佳，由于此岗位需要值班，不得脱岗，故此职位人数最低不得少于2人；大多数企业通常会依人员流动性提供周期性内调的规定。其通常主要负责客户的来访及登记、电话转接等事务，迎候来宾、判断来宾意向并与接待、办理相关手续、接听来电、回访常见问

2、题。制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。使前厅部运营及管理手册格式化，以便于更正、修改。Position: Guest Service Manager 职位：宾客服务经理Department: Front Office-ReceptionDept. Head: 部门：前厅部-前台部门经理：GM Approval: Date: 总经理批准：日期：Task: Theft and loss proceduresCo

3、de:RM-FO-REC-C302任务：偷窃/遗失处理序号：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.标准：如客人被偷窃或有物品遗失必须立即处理，发生在店内的物品遗失应立即为其寻找。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：酒店内的偷窃/遗失：通知当值保安主管并协助参与找寻工作。同负责失物招领的部门联系，看所失物品是否已被上交。如客人需要的话要协助客人报案。完成案件调查报告，同时相关的保安主管也要签字。由于此报告属酒店内部文件，客人不允许有报告的复印件。客人房间内的偷窃/遗失：如客人的物品被怀疑是在房间内丢失的，要立即通知前厅部经理。当值宾客服务经理亲自同客人联系，由保安主管陪同一起到客人房间调查并做记录，特别是客人最后一次看到所丢失物品的时间，地点，并请客人详细描述所失