五星级酒店客房培训——如何处理客人遗留的锁匙

STANDARD OPERATING PROCEDURE 标准操作程序 ROOM KEYS LEFT IN GUEST ROOMS怎样处理房间钥匙留在房间 TASK NUMBER: 任务号： DEPARTMENT: 部门 ： DATE ISSUED: 日期： GUEST EXPECTATION: 客人期望： HKFL-0023 Housekeeping 客房 It can happen occasionally that in my rush, I forget to take my room key with me. It is important that a replacement room key is provided quickly and my belongings are not at risk. 由于太仓促有时我会忘记带房间钥匙及时归还房间钥匙并降低我的财产损失是很重要的. 25 minutes TIME TO TRAIN: 培训时间： Why is this task important for you and our guests? 为什么这些对你和我们的客人很重要？ Answers:

1. I am able to increase the GSTS score. 我能提升宾客满意度.

2. I can show my professionalism. 我能展示专业技能.

Task –Room Keys left in Guest Rooms

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3. If a guest forgets the room key in his room, it is important, that he/she can rely on our honesty in handling this issue properly.

如果客人忘记拿房间钥匙时他能完全信赖我们来处理问题是很重要的.

WHAT/ STEPS步骤 HOW/ STANDARDS标准 TRAINING QUESTIONS问题 1) Finding a key in an occupied Room Attendant must leave the key Why do I have to leave the key in an guest room where it is. Do not remove the key. occupied guest room where it is? 服务员不能移动它 为什么不能移动放在住客房钥匙 发现住客房内有房间钥匙 2) Checkout rooms Room Attendant must keep the key and Why do I have to hand the keys to the hand it to the Floor Supervisor at the end Fl. Supervisor? 走客房 of shift. 为什么把钥匙交给主管? 服务员要在下班时把钥匙交给主管 Why do I note this issue on the Make note on the Work Sheet. worksheet.? 在工作表上做标记 为什么在工作表上做标记? 2) Return keys to the Front Office All keys are to be handed to the Why do I have to return the keys? Housekeeping Coordinator. 为什么要交回? 汇总的钥匙交到前台. 所有的钥匙都要汇总给客房联络员 Why can’t they just put them in the Office Coordinator must return the key rubbish bin and advise Front Desk by to the Front Desk after his/her shift phone? every day. 为什么他们不把那些钥匙直接放进客房联络员在每天下班时把汇总的钥垃圾桶并通知前台? 匙交到前台. Summary questions:

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总结问题

1. What is the first thing I do if I see a guest’s room key in the room? 当看到房间有客人的钥匙时，首先我要做什么? 2. Does it matter if the guest has checked out? 如果客人已经结帐会有问题吗?

3. What happens if I lose or misplace the key? 如果我丢失或把钥匙放错地方会发生什么? 4. What do the Housekeeping Office do with a key? 客办怎样处理这个钥匙?

Now ask the trainee to practice the task from start to end to test competency. 培训回顾

Task –Room Keys left in Guest Rooms

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