1、Subject： Handling late check-out requests主 题: 处理延迟退房的要求Purpose ： So guest is aware of the usual check-out time. To ensure that room is available.目 的: 以便客人知道通常的退房时间,以确保房间是可用的。Procedure程 序： 1. Receive late check-out request from guest. Ask the guest name and room number，advise guest of usual check-out
2、 time.从客人处收到延迟退房的要求,确认客人房号和姓名，告知客人正常退房时间。2. Check with computer if room is blocked for todays arrival. If room is not blocked and occupancy is low, grant late check-out until 15:00. (If in doubt, consult supervisor.)与计算机核查该房是否为今天抵达的客人预留。如果该房未预留，在出租率不高的情况下，则最迟可推迟退房至15:00.(如有疑惑，咨询主管)3. Late check-out
3、request till 18:00, explain to guest the half day charge. Late check-out after 18:00 will incur a full day charge. Late check-out request during high ccupancy refert to AM.如客人要求推迟退房至18:00,向客人解释要收半天的房费。推迟退房至18:00 以后将按一整天收费。在出租率高的情况下，推迟退房的要求要向大堂副理汇报。4. Upon confirming late check-out time, update in th
4、e Opera system in departure time like 15:01 or 16:31. If late check-out is chargeble, put remarks in instruction field of reservation screen to remind cashier to charge to guest upon check-out charge half day for LCO till 18:00.确定延迟离店时间后，在系统中离店时间处注明15:01或16:31. 如果确认收费，在预定屏幕输入备注” 收半天房费，延迟退房至18:00。STA
5、NDARD OPERATION PROCEDURE标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Duty Manager职称 ：值班经理TASK NO : 号码 :TASK : Deal with valuable thing found in the room 工作职责 : 处理客房内发现贵重物品EQUIPMENT REQUIRED : Camera 所需设备 ：照相机WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的HSKP staff found the valuable thing (e.g. cash, jeweller
6、y) in obvious place when HSKP staff makes clean in the room. The guest isnt in the room at that time.客房部员工在客人不在时清洁房间时,在显而易见的地方客人的贵重物品.(譬如,现金,珠宝)The HSKP staff should stop cleaning the room and inform the HSKP leader at once. The staff couldnt touch the valuable thing. And the leader should inform DM
7、 immediately. The HSKP staff should stay at the scene to wait DM to come.客房部员工需立即停止清洁房间并且立刻通知客房主管. 客房员工不能接触贵重物品. 客房主管立即通知值班经理. 客房部员工需在现场等待值班经理的到达.After DM was informed, DM should inform Duty SEC to go to the room together. Neither account nor touch the valuable thing, only take the photo for it. DM
8、recorded the time and HSKP staff who found this. .值班经理被通知后,需通知值班保安主管一起去房间. 不可清点或接触贵重物品,只需拍照作为记录. 值班经理记录时间和发现贵重物品的客房部员工. Everybody left the room and DM double lock the room. After the guest came back, DM and Duty Ensure HSKP Leader and DM knows this at the first time. HSKP staff kept the scene as the
9、 original.确保客房主管和值班经理在第一时间知道. 客房员工要保持现场和原有的一样.Ensure HSKP staff, DM, Duty SEC at the scene and take the photo as the record. Keep the valuable thing in the same place.确保客房员工,值班经理,值班保安主管在场. 拍照作为记录. 确保贵重物品在原来位置.Double lock the room in order to nobody could enter into the room except DM. Ask the guest
10、to HSKP staff found the valuable thing (e.g. cash, jewellery, passport) in the safe box which hadnt been lock when HSKP staff makes clean in the room. The guest isnt in the room at that time.客房部员工在客人不在时清洁房间时,发现客人的贵重物品.(譬如,现金,珠宝,护照)在保险箱内,但保险箱未锁.SEC accompany the guest to the room together. DM release
11、d the room and asked the guest to confirm the valuable things. After confirming correctly, DM motioned the guest to keep the valuable thing in the safety place (e.g. electric safe box). Inform HSKP to come to clean the room.每个人离开房间后,值班经理将此房间双重加锁. 待客人回来后,值班经理和保安主管陪同客人一起去房间,值班经理释放双锁. 并让客人对贵重物品进行确认. 待客
12、人确认正确后, 值班经理建议客人将贵重物品放在安全的地方(譬如,电子保险箱) 通知客房部来为客人清洁房间.The HSKP staff should stop cleaning the room and inform the HSKP leader at once. The staff couldnt touch the valuable thing. And the leader should inform DM immediately. The HSKP staff should stay at the scene to wait DM to come.客房部员工需立即停止清洁房间并且立刻
13、通知客房主管. 客房员工不能接触贵重物品. 客房主管立即通知值班经理. 客房部员工需在现场等待值班经理的到达.confirm the valuable thing, ensure there was no lost. 双锁房间是为了除值班经理外,其他人都进不了房间. 让客人确认贵重物品, 确认其没有丢失.Ensure HSKP Leader and DM knows this at the first time. HSKP staff kept the scene as the original.确保客房主管和值班经理在第一时间知道. 客房员工要保持现场和原有的一样.After DM was
14、informed, DM should inform Duty SEC to go to the room together. Neither account nor touch the valuable thing, only take the photo for it. DM recorded the time and HSKP staff who found this. .值班经理被通知后,需通知值班保安主管一起去房间. 不可清点或接触贵重物品,只需拍照作为记录. 值班经理记录时间和发现贵重物品的客房部员工. DM set a password to lock the safe box
15、and left a message to guest to contact the DM. HSKP could clean the room. After the guest contacted DM, DM and Duty SEC go to the room together. DM opened the safe and asked the guest to confirm the valuable things. After confirming correctly, DM motioned the guest to lock it next time.值班经理用一个密码将保险箱
16、锁上. 客房部员工可以清洁房间. 待客人联系值班经理后,值班经理和保安主管一起去房间,值班经理打开保险箱, 并让客人对贵重物品进行确认. 待客人确认正确后, 值班经理提醒客人锁保险箱. Ensure HSKP staff, DM, Duty SEC at the scene and take the photo as the record. Keep the valuable thing in the same place.确保客房员工,值班经理,值班保安主管在场. 拍照作为记录. 确保贵重物品在原来位置.Locked the safe box in order to nobody could open it except DM. Ask the guest to confirm the valuable thing, ensure there was no lost. 锁保险箱是为了除值班经理外,其他人都开不了保险箱. 让客人确认贵重物品, 确认其没有丢失.PREPARED BY :起草人 APPROVED BY : 批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:
