酒店培训--处理客房内发现贵重物品.doc

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 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 today’s 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 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 the 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。

STANDARD 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, jewellery) in obvious place when HSKP staff makes clean in the room. The guest isn’t 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)

HSKP staff found the valuable thing (e.g. cash, jewellery, passport) in the safe box which hadn’t been lock when HSKP staff makes clean in the room. The guest isn’t 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.

The HSKP staff should stop cleaning the room and inform the HSKP leader at once. The staff couldn’t 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 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 SEC accompany the guest to the room together. DM released 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 couldn’t 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 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 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 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.

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 to 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.

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:
合同管理制度

1 范围
本标准规定了龙腾公司合同管理工作的管理机构、职责、合同的授权委托、洽谈、承办、会签、订阅、履行和变更、终止及争议处理和合同管理的处罚、奖励；
本标准适用于龙腾公司项目建设期间的各类合同管理工作，厂内各类合同的管理，厂内所属各具法人资格的部门，参照本标准执行。
2 规范性引用
《中华人民共和国合同法》
《龙腾公司合同管理办法》
3 定义、符号、缩略语
无
4 职责
4.1 总经理：龙腾公司经营管理的法定代表人。负责对厂内各类合同管理工作实行统一领导。以法人代表名义或授权委托他人签订各类合法合同，并对电厂负责。
4.2 工程部：是发电厂建设施工安装等工程合同签订管理部门；负责签订管理基建、安装、人工技术的工程合同。
4.3 经营部：是合同签订管理部门，负责管理设备、材料物资的订购合同。
4.5 合同管理部门履行以下职责：
4.5.1 建立健全合同管理办法并逐步完善规范；
4.5.2 参与合同的洽谈、起草、审查、签约、变更、解除以及合同的签证、公证、调解、诉讼等活动，全程跟踪和检查合同的履行质量；
4.5.3 审查、登记合同对方单位代表资格及单位资质，包括营业执照、经营范围、技术装备、信誉、越区域经营许可等证件及履约能力（必要时要求对方提供担保），检查合同的履行情况；
4.5.4 保管法人代表授权委托书、合同专用章，并按编号归口使用；
4.5.5 建立合同管理台帐，对合同文本资料进行编号统计管理；
4.5.6 组织对法规、制度的学习和贯彻执行，定期向有关领导和部门报告工作；
4.5.7 在总经理领导下，做好合同管理的其他工作，
4.6 工程技术部：专职合同管理员及材料、燃料供应部兼职合同管理员履行以下职责：
4.6.1 在主任领导下，做好本部门负责的各项合同的管理工作，负责保管“法人授权委托书”；
4.6.2 签订合同时，检查对方的有关证件，对合同文本内容依照法规进行检查，检查合同标的数量、金额、日期、地点、质量要求、安全责任、违约责任是否明确，并提出补充及修改意见。重大问题应及时向有关领导报告，提出解决方案；
4.6.3 对专业对口的合同统一编号、登记、建立台帐，分类整理归档。对合同承办部门提供相关法规咨询和日常协作服务工作；
4.6.4 工程技术部专职合同管理员负责收集整理各类合同，建立合同统计台帐，并负责