酒店客人买药事宜标准操作(中英版).doc

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酒店客人买药事宜标准操作规程
Guest Expectation 客人期望:
I expect that the hotel can provide me medicine when I need it.
我希望酒店能在我需要药物时，为我提供药物。
Why is this task important for you and our guests?
为什么该任务对你和我们的客人都很重要？
Answers回答:
1. We must provide a prompt and accurate medicine service to our guests which is carefully managed. 我们须向客人提供快捷无误的医药服务。
2. Safety is one of the most important issues to our guests. 安全是对我们客人最重要的问题之一。
3. Increase guest satisfaction. 提高客人满意度。
4. Demonstrate my professionalism. 展示我的职业道德。

STEPS步骤

How / Standards标准

1) Information to the guest告知客人

The Guest must be briefed that we are not allowed to purchase any medicine for him. 须告知客人，公司不准我们为他买药。

To protect the hotel from legal issues, hotel staff should NOT provide any type of medicine (to be taken orally or for external use) to guests. 酒店为避免法律问题，酒店员工不应该向客人提供任何药品（口头告知或作外用）。

We can however pick up medicine from a Clinic/Pharmacy, which a guest has previously ordered. 然而，我们可以从诊所/药店获取客人提前预订的药物。

2) Authorization授权

Kindly ask the guest to fill out the Medicine Pick-Up Authorization Sheet. 请客人填写药物获取授权单。

The Guest needs to indicate the name of the medicine, quantity and the name of the Clinic or Pharmacy. 客人须说明药物的名称，数量，诊所或药店名称。

The Guest must acknowledge that he/she has already placed an order in advance. 客人须确认他/她已经提前做了预订。

Obtain the guest’s signature in the respective column for acknowledgement of the terms and conditions listed. 在已列出的条件栏中分别让客人签名。

3) Payment付款

Pay the medicine for the guest and collect cash from guest afterward. 为客人支付药费，之后向客人收取现金。

4) Filing 归档

The Authorization Sheet should be filed with Concierge Department. 授权单应该归档到礼宾部。

Summary questions问题小结:

1. Why are we not allowed purchasing any medicine for guests? 为什么公司不准我们为客人买药？
2. a) What is the Medicine Pick-Up Authorization Sheet and where is it held? 为什么是买药授权单？该单保存在哪里？
b) Why do we need to ask guest to fill out the Authorization Sheet? 为什么我们要让客人填写授权单？
c) What kind of information do guests need to indicate? 客人须表明哪类信息？
3. Who pays for the medicine? 谁为药物付款？
4. Why do we need to file the Authorization Sheet? 为什么我们需要把授权单归档？

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