國際酒店前廳部前臺接待—SP-RM-FO-REC-C304 酒店里的死亡Death in the hotel

1、酒店管理之家國際酒店前廳部前臺接待服務(wù)程序前臺是展示公司的形象、服務(wù)的起點。對于客戶來說，前臺是他們接觸我們公司的第一步，是對公司的第一印象，是非常重要的。煙花美文網(wǎng)小編整理了公司前臺接待的工作流程，希望大家有所收獲!前臺接待，又叫“行政前臺”，與“行政后臺”對應(yīng)，歸屬公司行政部管轄，它是現(xiàn)代企業(yè)典型職位之一，屬于面向于公司外部的公司門面，代表著企業(yè)的形象，必須形象氣質(zhì)佳，由于此崗位需要值班，不得脫崗，故此職位人數(shù)最低不得少于2人；大多數(shù)企業(yè)通常會依人員流動性提供周期性內(nèi)調(diào)的規(guī)定。其通常主要負責客戶的來訪及登記、電話轉(zhuǎn)接等事務(wù)，迎候來賓、判斷來賓意向并與接待、辦理相關(guān)手續(xù)、接聽來電、回訪常見問

2、題。制定前廳部標準運作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標準運作的政策和程序，確保前廳部運營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓的指導。使前廳部員工了解前廳的作用，了解前廳運作及管理的政策和程序。使前廳部運營及管理手冊格式化，以便于更正、修改。Standard & Procedure國際酒店前廳部流程標準與程序Position: Guest Service Manager 職位：賓客服務(wù)經(jīng)理Department: Front Office-ReceptionDept. Head: 部門：前廳部-前臺部門經(jīng)理：GM Approval: Date: 總經(jīng)理批準：日期

3、：Task: Death in the hotelCode: RM-FO-REC-C304任務(wù)：店內(nèi)死亡序號：RM-FO-REC-C304Standard:Death of a guest or associate must be treated in a very professional manner and local authorities must be involved in this situation. 標準：客人或員工在酒店內(nèi)死亡事件必須謹慎處理，并通知當?shù)赜嘘P(guān)部門參與處理工作。Procedures:If a guest has died, you must act as f

4、ollows:Do not move the guest, do not remove anything or attempt to clean anything.Contact Guest Service Manager via the hotel operator using the emergency button or dial 555.Remain on the scene until the Guest Service Manager arrives.Guest Service Manager must notify the hotel doctor immediately.Inf

5、orm General manager and Hotel Manager.Keep everyone away from the scene, with the assistance of Security guards. If the scene of death is a guest room, a Security guard is to be posted outside the room to prevent unauthorized person from entering.The police will be notified via the Security Departme

6、nt.If the death took place inside a guest room and the guest was accompanied by a relative or friend, a room change must be offered and also medical assistance if required.If the next of kins details are known then the Guest Service Manager must Not make contact with them. This is a matter for the p

7、olice, the guests Embassy or the General Manager.If a foreign national, guests passport and documents must be checked, and his/her Consulate notified.Guests possessions must be checked and listed in the presence of Guest Service Manager and Security Shiftleader. Valuables and documents must be depos

8、ited in a safety deposit box. All other possessions must be packed and stored.Complete an accident/incident report. If there were any witnesses, ensure that they are seperated from any onlookers, as they will need to be interviewed by police at a later time.Communications ShiftleaderAll incoming cal

9、ls regarding the death to be put through to the F.O.M. or Guest Service Manager.If calls are received for the deceased (if travel alone), do not inform caller that the guest has passed away. Take a message with return phone number.All associatesDo not gossip about the death to guests or to other mem

10、bers of staff.Under no circumstances discuss or comment on the death to members of the press.Any press inquires will be directed to the Executive Office.程序：對于所有員工當發(fā)現(xiàn)客人死亡時，必須按照以下程序處理：不要挪動客人或房間任何物品或打掃房間。通知總機使用緊急程序呼叫賓客服務(wù)經(jīng)理或撥打555。保護現(xiàn)場直到賓客服務(wù)經(jīng)理到場。賓客服務(wù)經(jīng)理必須通知酒店醫(yī)生。通知總經(jīng)理和酒店經(jīng)理。在保安員協(xié)助下隔離現(xiàn)場觀看人員。如果客人在房間內(nèi)死亡，在門口安排保安控制人員進入。保安部要負責通知當?shù)毓簿?。如果客人在房間內(nèi)死亡而且有其它親友或同事在場，要請客人到其它房間并提供必要幫助。即使賓客服務(wù)經(jīng)理了解客人親屬情況，不必由賓客服務(wù)經(jīng)理通知他們。而應(yīng)由警方，大使館或總經(jīng)理通知。如客人是外籍客人，檢查客人的護照和文件通知當?shù)仡I(lǐng)事館。整理客人物品由賓客服務(wù)經(jīng)理和保安主管列出詳細清單。貴重物品暫存在保險箱內(nèi)。將其他剩余物品整理存放。填寫事故報告。如果有目擊證人，要將