1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 27TASK: Safe Deposit Box (Page 1 of 3)EQUIPMENT REQUIRED设备要求设备要求: Safe Deposit BoxWHAT TO DO要做什么要
2、做什么HOW TO DO如何去做如何去做WHY为什么Greet guest upon guest approach reception counter.Check guests name and room number.Explain liability clause to guest.Fill safe deposit record card.Check safe deposit record cardSaying: “Good morning, Mr./Mrs. XX, may I help you?”Upon guest request to claim for safe deposit
3、 box, please confirm in computer that guest is a registered guest.Escort the guest to the safe deposit box room. By saying: “ This way please sir. Please wait a moment, Ill open the door from another side.”Explanation must be simplified based on the liability. Ensure do not touch too much on the det
4、ails by saying: “Mr./Mrs. XX, if you are clear of the information, may I have your signature here.” Using your point finger on the column.Fill in safe deposit record card for guest according to guests information and invite guest to sign on the record.If guest will authorize a representative specime
5、n signature of the guest and the authorized representative all are required on the safe deposit record card.After guest sign on the safe deposit record, Front Desk receptionist should check the record and sign on the space of: Issued by: _.Professional service.Always remember to show our initiate se
6、rvice to guest.Explain politely to guest what we request is to care about guests security.Show our responsibility to guest and Front Desk receptionist signs for future tracing.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签
7、名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 27TASK: Sage Deposit Box (Page 2 of 3) EQUIPMENT REQUIRED设备要求设备要求: Fidelio terminalWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Issue safe deposit boxIssue safe deposit box keyFile the safe deposit record cardGuest accesses the saf
8、e deposit boxVerify the application formAfter finishing above procedure issue safe deposit box stand away from guest so you protect guest privacy and remember never show your personal interest in guest valuables.Issue the guest a safe deposit box key; two keys are required to open a safe deposit box
9、. One key, which is kept, by Front Desk and the duplicated master key is kept by financial controller in a safe.File the safe deposit record card in order of the deposit box number and on copy of record card should be attached to hotel guests registration card.If hotel guest or his/her representativ
10、e wants to access the safe deposit box. They should complete one pre-numbered safe deposit box access application before accession.Front Desk receptionist should verify the signature on the application form to the specimen signature on the safe deposit record card.If the signature on the application
11、 form is not similar to the signature on the specimen signature. Assistant Manager should be called upon to decide whether entry should be allowed.If the signature on the application form is same as the specimen signature on the safe deposit record card, the Front Desk receptionist signs on the spac
12、e: Issue by, and files the access application form with the safe deposit record card.To guarantee the safety of guest items also is Sofitel standard.For easy picking up when needed and to alert another Front Desk receptionist upon guest checkout to alert guest to cancel the safe deposit box.For veri
13、fying guests information. Care about the safety of gust items.Front Desk receptionist should verify the signature on the application from to the specimen signature on the safe deposit record card.For verifying guests information. Care about the safety of gust items.Refer the important decision to ma
14、nager. Avoid to upsetting guest by any inappropriate decision.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 27TASK: Safe Deposit Box (Page 3 of 3)EQU
15、IPMENT REQUIRED设备要求设备要求: Fidelio terminalWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Open the safe deposit box.Surrender the safe deposit box.Guest signs off the safe deposit record card.File the safe deposit record card.Politely collect the safe deposit box key and open the safe deposit box with the m
16、aster key held by Front Desk and safe deposit key held by guest.When opening the safe deposit box, keeping calm and polite attitude.Upon guests check out, alert guest that safe deposit must be surrendered.Politely invite guest to sign off the safe deposit record card under the surrendered of box use
17、r. The date of surrender of the box is entered and Front Desk receptionist should sign off on the safe deposit record card after checking that the gust has removed everything form the box.File the safe deposit record card according to the date when the box is surrendered.To record when, who and how
18、many times the safe deposit box have been opened. Provide honesty and humility service.Keep certain distance and always dont let guest feel nervous and embarrassed.Safe deposit box is only for in houseguest.For future tracingPREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP6
