國際酒店客房住客服務(wù)手冊-FO-GS-020-客人看病流程RequestDoctor_Hospitalization

1、國際酒店客房手冊-住客服務(wù)標(biāo)準(zhǔn)操作程序S酒店管理之家國際酒店HSKP SOP住客服務(wù)標(biāo)準(zhǔn)操作程序國際酒店客房手冊酒店客房的重要性：負(fù)責(zé)組織和安排客房和公共區(qū)域的清掃工作，督導(dǎo)、培訓(xùn)和考核下屬員工按標(biāo)準(zhǔn)和流程實(shí)施清掃和服務(wù)工作，確保酒店客房干凈與設(shè)施完好，滿足客人的服務(wù)需求，并負(fù)責(zé)客房物品的管理，協(xié)助工程人員完成客房和公共區(qū)域的維修項(xiàng)目。按標(biāo)準(zhǔn)要求負(fù)責(zé)清掃整理客房和樓層公共區(qū)域，為客人提供干凈安全的客房和環(huán)境，滿足客人正當(dāng)合理的服務(wù)需求，負(fù)責(zé)本區(qū)域安全工作。負(fù)責(zé)酒店公共區(qū)域的衛(wèi)生保潔及保養(yǎng)工作，為客人營造干凈、溫馨、舒適的環(huán)境，保持酒店環(huán)境的美觀，滿足酒店服務(wù)要求貫徹執(zhí)行店總的經(jīng)營管理指令，向店

2、總負(fù)責(zé)并報(bào)告工作；根據(jù)酒店確定的經(jīng)營方針和目標(biāo)，負(fù)責(zé)編制客房部預(yù)算，制訂各項(xiàng)業(yè)務(wù)計(jì)劃，并有效組織實(shí)施與監(jiān)控，實(shí)現(xiàn)預(yù)期目標(biāo)；以市場為導(dǎo)向，研究并掌握市場的變化和發(fā)展情況，適時(shí)調(diào)整經(jīng)營策略，努力創(chuàng)收，堅(jiān)持以部門為成本中心的方針，嚴(yán)格控制成本，降低消耗，以最小的成本獲取最大的經(jīng)濟(jì)效益；除了詳細(xì)了解顧客的最初喜好等，在貼身服務(wù)的過程中，貼身管家需從多方面仔細(xì)觀察客人的需求，如果提前發(fā)現(xiàn)客人下一步需要什么樣的服務(wù)，需立刻行動(dòng)起來，讓客人還沒提出要求就可以享受到貼心的服務(wù)。但是服務(wù)必須靈活，得按照一定的流程和規(guī)律，也要堅(jiān)持原則，首先要衡量已入住的顧客所提出的要求是否合理，如不能違反國家法律相關(guān)規(guī)定、不能侵

3、犯其他客人的正當(dāng)權(quán)益等；其次，管家需量力而行，如果服務(wù)內(nèi)容超過了自己的能力，有特殊狀況發(fā)生時(shí)，需逐級(jí)請(qǐng)示，不能擅自向客人許諾或脫離工作范圍。如曾經(jīng)有一位客人要求貼身管家充當(dāng)昆明導(dǎo)游的身份，讓其帶他到昆明各風(fēng)景區(qū)旅游，但貼身管家說服客人可以安排專職導(dǎo)游，可以更好地提供專業(yè)和理想的服務(wù)，得到了客人的理解和支持。根據(jù)每年對(duì)管家的考核數(shù)據(jù)統(tǒng)計(jì)，賓館貼身管家行業(yè)人員的流動(dòng)性并不大，職位也不會(huì)輕易變更，那貼身管家到底是由怎樣的一群人組成的呢？據(jù)了解，這支至少由30人組成的昆明特有的貼身管家隊(duì)伍中“藏龍臥虎”，在招聘初期，雖然不限制性別和年齡，但應(yīng)聘管家的人需有一定的儀表和良好的綜合素質(zhì)，管家部要求至少掌握

4、1至2門外國語言，其中英語是必須具備的能力，不但會(huì)看、會(huì)聽還要會(huì)說，這是接待外賓時(shí)正常交流的準(zhǔn)則，管家隊(duì)伍中甚至還有具備三國語言的“海歸”派人士。STANDARD OPERATING PROCEDURES標(biāo)準(zhǔn)操作程序Subject: Request for Doctor / Hospitalization Effective Date: October 1, 2007Policy No: FO-GS-020Issued by: FOMPage: 1 of 4Approved by:General ManagerDistribution: Executive Committee Departme

5、nt Head A&B: All AssociatesObjectives目標(biāo)To ensure that the guest receives professional and immediate treatment in case of illness確保客人接受專業(yè)的治療以防止疾病。Policy Statement政策闡述It is the policy of the hotel to establish written procedures for guests who request a doctor or require hospitalization.該項(xiàng)政策是酒店為要求得到醫(yī)生

6、照顧或需要住院治療的客人建立一套筆頭的程序。Procedures In House Clinic程序酒店內(nèi)門診If the guest requests to see a doctor, during opening hours of the clinic, page the Hotel Assistant Manager and the Nurse from the In-House Clinic如果客人要求看醫(yī)生，在門診營業(yè)的時(shí)間，通知酒店大堂副理和酒店內(nèi)門診的護(hù)士。Inform the Hotel Assistant Manager which guest requests to see

7、 a doctor and that you have paged the nurse通知大堂副理哪位客人需要看醫(yī)生并書面說明需要護(hù)士。The GSA will pick up the nurse and escort her to the guest room客服主任將挑選護(hù)士并陪同其到客人房間。The fee for the consult and medicines can be charged to the guest room.咨詢和醫(yī)療費(fèi)用將記入房費(fèi)。If the guest requests to see a doctor, when the clinic is closed,

8、the GSA will confirm with the guest if the doctor needs to come to the hotel or if the guest wants to go to the hospital.如果客人在門診已經(jīng)關(guān)門時(shí)看醫(yī)生，客服主任將要確定客人是否需要醫(yī)生到酒店或客人是否愿意到醫(yī)院就診。In case the guest requests for a doctor to come to the hotel, the hospital who is in charge of the in house clinic has to be contac

9、ted如果客人要求醫(yī)生到酒店，酒店應(yīng)該立即通知負(fù)責(zé)家庭門診的醫(yī)院。STANDARD OPERATING PROCEDURES標(biāo)準(zhǔn)操作程序Subject: Request for Doctor / HospitalizationPages: 2 of 4Policy No: FO-GS-020 When the doctor arrives at the hotel, the GSA will escort the doctor to the guestroom.醫(yī)生到達(dá)酒店后，賓客關(guān)系主任應(yīng)該陪同醫(yī)生到房間。If the guest needs to be hospitalized, the

10、Hotel Assistant Manager will be responsibility to ensure that the guest is transported to hospital by taxi, limousine or ambulance如果客人需要就診,大堂副理有義務(wù)確?？腿说慕煌ㄟ\(yùn)輸方式，是打的，酒店轎車還是救護(hù)車。If staffing permits and the guest would like, assign a staff member fluent in both English and Chinese to accompany the guest.如果

11、客人和員工雙方皆同意，則安排擁有流利英語和漢語能力的員工陪同客人。Explain to the guest the hospitals policy regarding payment of accounts 向客人解釋酒店相關(guān)收取費(fèi)用的政策。Obtain a medical authorization form from Hotel Assistant Manager. Have the guest sign the form prior to departing the hotel for the Hospital (sample attached). 從大堂副理出拿到一張醫(yī)生授權(quán)單。必須

12、有客人確認(rèn)酒店為其提供的醫(yī)療服務(wù)的費(fèi)用的簽字（樣本附上）A copy of this form should accompany the guest to the hospital.復(fù)印的這份表格應(yīng)該隨客人同行。After the guest was received treatment, the doctor should notify the HAM of the total charges and whether the guest paid for them or if they are being billed to our hotel. If they are being bill

13、ed to the hotel, a miscellaneous charge needs to be completed and posted to the guestroom account (sample attached). When posting in Hotel System for explanation, type: Medical Treatment. 當(dāng)客人得到相關(guān)治療后，醫(yī)生要告知大堂副理所有的醫(yī)療費(fèi)用，并且看客人是愿意直接將費(fèi)用付給醫(yī)生或是開賬單給酒店。如果客人愿意開賬單給酒店支付，一個(gè)雜項(xiàng)費(fèi)用就會(huì)拋入客人的房賬中（樣本附上）。當(dāng)拋賬的時(shí)候要解釋并打?。横t(yī)藥治療。Sh

14、ould the guest decide not to go to the hospital or change and want to go to another hospital, it is the HAMs responsibility to advise the doctor immediately regarding this change.如果客人決定不去醫(yī)院或者改去其他醫(yī)院，大堂副理有責(zé)任建議醫(yī)生立刻執(zhí)行此變化。 STANDARD OPERATING PROCEDURES標(biāo)準(zhǔn)操作程序Subject: Request for Doctor / HospitalizationPa

15、ges: 3 of 4Policy No: FO-GS-020 Remember the following: 牢記以下條款：It is the HAMs responsibility to coordinate all dealings between the doctor and the hotel guest.大堂副理有責(zé)任協(xié)調(diào)醫(yī)生和客人之間的相關(guān)問題。It is the HAMs responsibility to ensure the medical authorization form to be filled out by the guest going to the hospi

16、tal.大堂副理有責(zé)任確保，客人在就醫(yī)前已經(jīng)填寫了醫(yī)療許可表格。3. It is the HAMs responsibility to advise the doctor in the event that the guest changes his/her mind and advise guest of the charges that will be incurred.大堂副理有責(zé)任建議醫(yī)生，如果客人改變其主意可能產(chǎn)生的費(fèi)用。Keep the following in mind: 牢記以下事項(xiàng)：When a guest has requested a doctor, the doctor

17、 may have to stop what he is doing or has to get up, get dressed and go to hospital or come to our hotel.The doctor that Service our hotel many times give up their own personal time to treat our guest. Therefore it is important that the guest is sure he wants the doctor and that once the doctor is c

18、alled or goes to a location to deliver treatment that the guest is there also.當(dāng)客人要求就醫(yī)時(shí)，相關(guān)醫(yī)生應(yīng)該停止手頭正在做的一切事情，著裝前往醫(yī)院或酒店。為酒店多次服務(wù)的醫(yī)生應(yīng)該放棄個(gè)人私事為酒店客人采取治療。因此確定客人需要就醫(yī)、醫(yī)生將被招致、及客人已經(jīng)準(zhǔn)備就醫(yī)是非常重要的。Procedures 程序Hotel guests admission without deposit can only occur if the hotel makes arrangement to collect all bills inc

19、urred by the guest by whatever means. The hospitals will not accept checks or credit cards, only cash from non residents.如果酒店集中客人所有賬單，酒店的客人就允許沒有押金的行為。醫(yī)院不接受支票和信用卡，只接受現(xiàn)金。STANDARD OPERATING PROCEDURES標(biāo)準(zhǔn)操作程序Subject: Request for Doctor / HospitalizationPages: 4 of 4Policy No: FO-GS-020Procedure will be t

20、hat bills incurred will be sent immediately to the Front Desk for charging to the room account only when the guest does not, or neglects paying at the hospital.程序是：只有當(dāng)客人不愿意或者忽視在醫(yī)院負(fù)費(fèi)時(shí)，發(fā)生的費(fèi)用的帳單將立即被送至前 記入客人房費(fèi)Appropriate forms must be available at all hours for admission and kept with the Front Office Manager, Security Manager and HAM Log Book, so the doctor on call can easily obtain when required.相應(yīng)的表格必須現(xiàn)在任何時(shí)候能得到前臺(tái)經(jīng)理、保安部經(jīng)理、大堂副理的許可，以確保醫(yī)生在需要時(shí)能及時(shí)被傳喚。Chaperone is necessary only when the duty nurse is off duty in the evenings.When required, the doctor should c