礼宾部各事项操作标准

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1、客人信息保密制度STANDARD:标准：Roomnumberaswellasotherinformationregardinghotelguestsmustnotbegiventooutsiderswithoutpriorauthorizationoftheguest.Guestconfidentialitywillbestrictlyadheredto.Shouldcallersinsist,refercallertothesupervisors.如无客人事先同意，不得将房号等关于客人的信息透露给外人。这一制度

2、在任何时候都必须严格遵守，如有人坚持询问，则交主管处理。PROCEDURE:程序：1.Informcallerpolitelythatguestinformationcannotbedisclosed.2.Askthecallerifhewouldliketospeakorleaveamessagefortheguest.3.Ifaguesthasan“incognito”code(theyhaveaskedthatnoonedisclosethattheyarestayingatthehotel)-inform

3、thecallerthattheguestisnotregisteredatSheratonChengduLidoHotel.4.Iftheguesthasa“donotdisturb”code-informthecallerpolitelythattheguesthasleftinstructionstonotbedisturbedandthatmessagesbetakenforallcalls.5.Therelatedsupervisorsmustbeinformedifcallersinsist.Staf

4、fmustbecautiouswithguestdetailsatalltimes.·DONOT:Announceroomnumbersloudlywhenhandingoverkeys,takingwake-upcallrequestetc.·DONOT:Leavearrival/departurelists,registrationcardetcinpublicview.1.有礼貌地告诉询问者有关客人的信息不可以随意告诉他人。2．问询问者是否愿意同客人通话或给客人留言3．如果被寻找的客人事先通知饭店当局保密，

5、则告诉询问者该客人没有在饭店登记4…如果被寻找的客人要求“请勿打扰”，则礼貌地告诉询问者该客人的要求并问是否需要留言5如果询问者坚持，通知主管。员工无论何时何时间都要尊重客人的隐私，要避免：·当把钥匙交给客人或记录叫醒时间时等情况下不要大声地读出客人的房号··不要将写有来店、离店时间等信息的卡片随手放在公众可以看见的地方。交班本及工作移交STANDARD:标准：Theshiftleaderwillusethelogbookforanyappropriateinformationrelevanttotheconci

6、erge.Allinformationwillbewrittenlegiblyandclearlytoensureeveryoneconcernedcanreadtheinformationwithoutdifficultyatalltimes.Thelogbookmustbereadatthestartofeachshiftbyallstaffwhentheyreportfordutypriortobriefing.领班用交班本向本部门全体员工交待一切有关信息。交班本要书写字迹清楚、语意明确，保证每个员工都能理

7、解无误。在每班开始前的例会上，每个当班员工都应阅读交班本。PROCEDURE:程序：1.Thelogbookisameansofcommunicationbetweenallconciergestaff.2.Thelogbookmustbestoredinanaccessibleplaceforallstafftouse.3.Allstaffmembersmustreadandsignthelogbook.4.Theshiftleadermustinitialthediarytoindicateithasbeen

8、readandunderstoodatthebeginningoftheshift.5.It’stheresponsibilityofshiftleadertotakecarethelogbooktotheshifthandoverbriefings&adviceallpresentofanyrelevantinformation.6.Thehandoverofshift