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1、客人信息保密制度STANDARD:標(biāo)準(zhǔn)：Roomnumberaswellasotherinformationregardinghotelguestsmustnotbegiventooutsiderswithoutpriorauthorizationoftheguest.Guestconfidentialitywillbestrictlyadheredto.Shouldcallersinsist,refercallertothesupervisors.如無客人事先同意，不得將房號等關(guān)于客人的信息透露給外人。這一制度
2、在任何時候都必須嚴(yán)格遵守，如有人堅持詢問，則交主管處理。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.有禮貌地告訴詢問者有關(guān)客人的信息不可以隨意告訴他人。2．問詢問者是否愿意同客人通話或給客人留言3．如果被尋找的客人事先通知飯店當(dāng)局保密，
5、則告訴詢問者該客人沒有在飯店登記4…如果被尋找的客人要求“請勿打擾”，則禮貌地告訴詢問者該客人的要求并問是否需要留言5如果詢問者堅持，通知主管。員工無論何時何時間都要尊重客人的隱私，要避免：·當(dāng)把鑰匙交給客人或記錄叫醒時間時等情況下不要大聲地讀出客人的房號··不要將寫有來店、離店時間等信息的卡片隨手放在公眾可以看見的地方。交班本及工作移交STANDARD:標(biāo)準(zhǔn)：Theshiftleaderwillusethelogbookforanyappropriateinformationrelevanttotheconci
6、erge.Allinformationwillbewrittenlegiblyandclearlytoensureeveryoneconcernedcanreadtheinformationwithoutdifficultyatalltimes.Thelogbookmustbereadatthestartofeachshiftbyallstaffwhentheyreportfordutypriortobriefing.領(lǐng)班用交班本向本部門全體員工交待一切有關(guān)信息。交班本要書寫字跡清楚、語意明確，保證每個員工都能理
7、解無誤。在每班開始前的例會上，每個當(dāng)班員工都應(yīng)閱讀交班本。PROCEDURE:程序：1.Thelogbookisameansofcommunicationbetweenallconciergestaff.2.Thelogbookmustbestoredinanaccessibleplaceforallstafftouse.3.Allstaffmembersmustreadandsignthelogbook.4.Theshiftleadermustinitialthediarytoindicateithasbeen
8、readandunderstoodatthebeginningoftheshift.5.It’stheresponsibilityofshiftleadertotakecarethelogbooktotheshifthandoverbriefings&adviceallpresentofanyrelevantinformation.6.Thehandoverofshift
