FL-SOP002不寻常的行为

Standard Operation Procedures-标准与程序

Department :

部门

HSKP 管家部 Position: 职务 Task:任务

Unusual Behaviour Policy 不寻常的行为政策

Code: 编号 HK

FL-002 GM Approval: 总经理批准 Effective Date: 生效日期

Jun 1,2010

∙ Standard 标准

Housekeeping personnel should be encouraged to protect the welfare of guests and the hotel by taking the following actions

鼓励客房部员工采取下列措施来保护客人和酒店的利益。

∙ Procedure 程序

1 Report to security any person they feel is acting strangely,

suspiciously, or who obviously does not belong in the hotel. 向保安部报告所有举止怪异，可疑的人或不属于酒店的人。

2 Ask any stranger found wandering or loitering on a corridor or

stairwell whether he or she is lost or needs assistance.

应向在走廊或楼梯间四处游走的陌生人询问，不管他（她）是迷路或是需要帮助。

3 Report to Security persons who claim to be hotel or contractor

employees but whom you do not recognize. These people must have Nametags.

自称是酒店或合同方雇员但你并不认识的人，也应向保安部报告。这些员工均应有名牌。

4 Never allow any stranger into a guestroom.

决不允许任何陌生人进入客房。

Personal and property protection

个人和财产安全

5 Guestrooms should never be left with the door open (including

checkout or vacant rooms)

客房门必须随时锁上（包括退房和空房）。

6 Rooms should never be opened for guests who claim they are locked

out. Refer the guest to Reception for admittance to the rooms with an explanation that it is for their own protection.

不要给自称房门锁上的客人开门，而应向客人解释为了客人的安全请他们到前台接待处办理相关手续。

Standard Operation Procedures-标准与程序

Department :

部门

HSKP 管家部 Position: 职务 Task:任务

Unusual Behaviour Policy 不寻常的行为政策

Code: 编号 HK

FL-002 GM Approval: 总经理批准 Effective Date: 生效日期

Jun 1,2010

7 All storage rooms, guest supplies and mini bar cabinet should be

locked at all times.

所有库房，客用品和迷你吧柜应随时锁上。

8 Do not give information about guest rooms to people you do not

recognize.

不要向你不认识的人提供任何有关酒店的信息。

9 Suicide by a guest must be reported to the Housekeeping Manager

immediately. The Housekeeping Manager will inform the high

authority for necessary action. No other personnel shall enter the room unless instructed.

如有客人自杀应立即通知行政管家。行政管家将通知酒店高层采取必要的措施，未得到指令的员工均不得进入房间。

10 Should you find a guest unwell, offer assistance. Inform your

supervisor and remain with the guest until assistance arrives. 如果发现客人不舒服，应提供帮助，在通知主管后仍应陪伴客人直至援助抵达。