三亞希爾頓酒店前廳接待標(biāo)準(zhǔn)工作程序

GuestServiceAgentGuestServiceAgentSTANDARDOPERATIONPROCEDUREMANUALPAGE45INDEXUsearrivalfileandcorrespondence 2 ``` Check-inaguestwithbookinginadvance 3 Walkinaguest5 Registerforanindividualguest 6 Handleguest'sinquisition 7 Checkandactionthetracereport 8 Enterguestmessageandlocator 9 VIPpreparation 11 VIPcheckinprocedure 12 Safedepositboxregulationandprocedure 13 Arrivalgrouppreparation 16 Groupcheck-inprocedure 18 Blockaroom 21 Handlelatecheckoutrequisition22 Extendagueststay 23 Handlearoommoving24 Handleaguest'scomplaint 25 Paymentbycreditcard 26 Paymentbycash-registration 27 Paymentbyvoucher-registration 28 Paymentbycompany-registration 29 Creditfrequentflyermiles 30 Workwithyourfloat 31 Acceptcashdepositpriortoaguest'sarrival 32 Howtodoamanualposting 33 Rebateacharge 34 Howtoissueapaid-out 35 Howtocashatravellercheque 36 Howtoexchangeaforeigncurrency 38 Acceptpaymentbycreditcard 39 Acceptavoucherpayment 40 Howtocheckoutaguest 41 Howtomakeanaudit 42 Balancethecashierfloat 43Balancethecashierfloat44DEPARTMENT:FRONTDESKWHAT(STEPS)TASK:USEARRIVALFILEANDCORRESPONDENCEHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)1Gettoday'sarrivalfileandcorrespondencesTakethearrivaldayfilefromthefrontdesktracefilecabinetinthebackofficeinwhichthereservationshouldgivethearrival'sfilecopyinonedayadvance.Ifthereisaqueryoncheck-in,theinformationiseasilyandquicklyobtained.2LocatecorrespondenceBylookingintotheguestnameonthedocumentsforeasytofindouttherelatedguestregistrationcardkeptinthearrivalguestscabinetatfrontdesk.AttachthecorrespondenceonthatregistrationcardandputbacktothecorrectarrivalbucketIftheguestisinfrontofyouandhasaqueryyouneedtoknowwhatinformationexistsrelatingtohisbooking3VerifythecorrespondenceReadthecorrespondence/reservationsheetandcomparewiththecomputerToensuretheinformationfromthecorrespondencehasbeencorrectlyinputinthecomputer.4ExplaintheinformationtothecustomerBysaying:"MrWang,yourreservationwasbookedbyMrs.Gold,andtheratewasconfirmedatXXX,thedetailshavebeensenttoMrs.Goldbyfaxon(date).Thecustomermustknowwhatratehewillbechargedandwhythemisunderstandingoccurred.ALWAYSTHATTHERATEISNOTCONFIDENTIALBEFOREGIVINGOUTANYINFORMATIONTOACUSTOMER5ApologiseifyouwerewrongIfyourcorrespondenceconfirmstheinformationtheguestgaveyou,say:'MrWang,Ihavethecorrespondenceinfrontofme.Theinformationyougavemeiscorrect.TheroomratewillbeXXX.Pleaseacceptmyapologiesforthemistake.'Ifwemakeamistakewealwaysapologise,itistheonlywaytorepairthedamagedonetothecustomer’sperceptionofourhotel'sservice.6Usethereservationcorrespondencetocross-checkifthereservationisoverbookingCrosscheckcorrespondencewitharrivalreportandverifythemethodofconfirmation.ToensurethebookingsyoucalledtheguestincaseofNoShow.DEPARTMENT:FRONTDESKWHAT(STEPS)TASK:CHECK-INAGUESTWITHBOOKINGINADVANCEHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)1GreetingguestBysaying:'Goodmorning/afternoon/evening,mayIhelpyou?/IsthereanythingIcandoforyou?'Showthecourtesytoguestsandguideguesttostatewhathewantsusdo.THEGUESTSAIDHEWANTTOCHECKIN2InquirytheguesthasreservationinadvanceornotBysaying:'Yessir,mayIknowdoyouhavearoomreservationinadvance?'Identifythisisaguestwhohasadvancebookingorawalk-inguest.THEGUESTSAIDHEHASABOOKINGALREADY3Inquirytheguestsname,companynameoragentname.Inquiryguestname,saying:'MayIhaveyoursurname,sir?'Iftheguestnamecannotbefoundoutinthecomputer,weshouldtryhispossiblecompanynamebysaying:'Mr.Wang,mayIhaveyourcompanyname,maybe.'Sameastheagent.Ensurewecanfoundoutthecorrectbookingincomputer.Sometimes,theguestnamewasspelledwrong;weneedtotryhiscompanyoragentname.4RepeatthereservationdetailsafterfoundouttheexitingbookinginsystemWeshoulddoubleconfirmthebookingdetailswithguestselfuponcheckin,thedetailsincludestheroomnights,roomrate,in-housepersonnoandthepossiblespecialrequisitionwiththeexceptionofthetravelagentbookingfortheroomrateconfirmation.Ensurethebookingdetailsarecorrectandconfirmed.5GuestregistrationGettheguest'sIDorpassportbysaying:'Mr.Wang,mayIhaveyourIDorpassportforregistrationandwouldyoupleasehelpusfillthisregistrationcard,thankyouverymuch.'Weneedtogettheguest'sfullname,sex,birthday,andID/passportnumber.Fortheforeignguests,weneedtogettheVisatypeandvaliddateadditionallyaccordingtothePSBregulations.(DETAILSISINTHESOPOFREGISTERFORGUEST)EnsurewegetthepossiblefullinformationoftheguestandeasytoupdateintotheprofileandsubmittothePSBoffice.6Checktheregistrationcardqualityandrequesttheguest'saddressandsignatureAftertheguestfinishedfillingtheRC,theGSAshouldcheckweathertheinformationiscorrectornotbycomparingwiththeguestsID/passport.Then,requesttheguestaddressandsignaturebysaying:'MrWang,wouldyoupleasewritedownyourcontactingaddressandsignature,thankyou!'EnsuretheinformationiscorrectandthesignaturemeansacknowledgementforthedetailsontheRCandthestaysinHiltonSanyaResort&Spa.7GetthepaymentfromtheguestsBysaying:'Mr.Wang,mayIknowhowyou'dliketosettleyourroomaccountbycreditcardorcash?'Forcreditcard,takethecard&printonthecardsliportheRC.Forcash,countasXXX.Takethecashandissueareceiptfromthecomputertoguestandremindhimhanditbacktocashieruponcheckout.Ensurewegetavalidcreditcardguaranteeordepositintheguest'saccount.DEPARTMENT:FRONTDESKWHAT(STEPS)TASK:CHECK-INAGUESTWITHBOOKINGINADVANCEHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)8SelectaroomPressF3keytodisplaytheroomselectingscreen,presspagedown,thereferringroomtypewillshowonthescreen.TheGSAshouldasktheguestpreferencefortheroomiftheavailabilityisapproved,thenhighlighttheselectedroomandpressenter;theroomnumberwillbematchedontheguest'sreservationautomatically.Ensuretheselectedroomismatchedfortheguest'srequisition.9Check-inguestincomputerPressESCkey,thesystemwillshowatalkingwindow'checkinthisroom?YesorNot.'HighlightYESandpressenter,Fidelioasks'Makekeysforthisroom?No,1'Select1andpressenter,Fideliosayscheckinsuccessful.Atthesametime,theOnitymachineislight,inserttheOnitywiththetopsideupandtakeitout.Thekeyismade.Ensuretheroomischeckedintoavoiddoublecheck-inandmakeacorrectkeyfortheselectedroom.10MakeakeyfolderTakeonecleanandemptykeyfolder,writedowntheguestname,roomnumber,roomrate,andthedeparturedate,puttheroomOnitykeyintothefolderandhandittoguestbysaying:'Mr.Wang,yourroomisXXXonthefifteenthfloor,thisisyourroomkeycard.'Ensuretheguestenjoytheconveniencetosignbillsinhotelbythiskeyfolder.Andthekeyfolderisalsoonepassportinhotel.11Finishcheck-inBysaying:'Mr.WangisthereanythingelseIcandoforyou?Andwishyouenjoyyourstaywithus.Thankyou!'Toshowthecourtesytoguestandhinthimthecheckinprocedureisfinished.DEPARTMENT:FRONTDESKWHAT(STEPS)TASK:WALKINAGUESTHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)1GreetingguestBysaying:'Goodmorning/afternoon/evening,sir/madam/miss?orIsthereanythingIcandoforyou?'Showthecourtesytoguestandguidehimtostatetheneeds.THEGUESTSAIDHENEEDSAROOMBUTWITHOUTBOOKINGINADVANCE2ChecktheroomavailabilityPressF5,selectRateQuarryandentertheroomnights,adultsandenter/RAKintheRateCodeandpressPageDowntoseetheroomtypeavailability.Ensuretheroomisnotoverbookedandthestateinthecomputeriscorrect.3BargaintheroomratewithguestSeetheroomavailabilitytoselltheroomrateaccordingly.Alwaysfromtoptolowandexplaintheroomdifference.Giveguestsuggestionsandasking'Mr.Wang,whichkindofroomdoyouprefer?'Aftergettheanswerconfirmtheratewithguest'MrWang,youroomrateisourhotelSummerRateXXXpernightforasuperiorroom.'INTHISSECTION,ALWAYSTRYTOUPSELLTrytoupsellhighrateroomstoguesttoincreasethehotelrevenue.4ChosearoomtypeinRateAvailabilitycategoryHighlighttheselectedroomtypeandpressEnter,youwillhearabeep’andatthesametime,thesystemwillescapetotheoriginalscreenautomatically.EnsurethisroomisselectedfromthehotelroomavailabilityIt'seasyforroomcontrolandkeepcorrectstatic5Makeawalk-inreservationInFidelio,gointoFrontDeskandenterWalk-in,updatetheguestnameinthefield,choseacorrectprofile,pressenter,thesystemwillgiveyouareservationscreen,completethenecessaryfieldssameastheproceduresofMakeareservationintheSOPManualofRSVNdept.CompletethenecessaryinformationinFideliotomakeacorrectbooking.6CheckintheguestSAMEPROCEDUREASTHECHECK-INAGUESTWITHBOOKINGINADVANCESTEPS4TO11.Finishthecheck-inprocedureaccordingtothestandards7NoterelatedepartmentMakeaphonecalltohousekeepingdepartmentafterguestleftfrontdesktopassthewalk-ininformationtotheminclusivethenumberofroomandperson.Astheguestwithoutbookinginadvance,weneedtonoteHSKPtomakenecessaryroomarrangementDEPARTMENT:FRONTDESKWHAT(STEPS)TASK:REGISTERFORANINDIVIDUALGUESTHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)1Obtaintheguest’sIDorPassportBysaying:'Mr.Wang,mayIkindlyseeyourIDorpassportfortheregistrationneeds?'Weneedtochecktheregistrationinformationaccordingly.2FilltheregistrationcardAsktheguesttofilltheregistrationcardbysaying'Mr.Wang,wouldyoupleasehelpusfillthisregistrationcard?Thankyouverymuch!'Forgettheinformationfromguestself.3ChecktheregistrationcardfillingqualityAftertheguestfinishedfilling,weneedtoholdtheID/Passportandtheregistrationcardtocheckthefollowinformation:-Thespellingofthefamilynameandfirstname-Correctsex-Clearnationality-Correctbirthday-CorrectID/Passportnumberandvaliddate-CorrectpassportVisatypeandvaliddate(ONLYFORFOREIGNERS)-Fullandclearguestcontactaddress-Theroombillpayment-GuestsignatureEnsuretheinformationontheregistrationcardiscorrect,clearandleague.4Checkweatherallthenecessaryblanksontheregistrationcardhasbeencompleted.Sometimes,theguestforgettofillsomeblanksontheregistrationcardespeciallyfortheSignatureblank.AfterguestreturnsbacktheRCtoGSA,heorsheshouldcheckweatheralltheblankshavebeenfilleditembyitem.Avoidinglostsomenecessaryinformation.5UpdatethisinformationintoguestprofileinFidelioOpentheguestprofilescreeninsystem.Andupdatetheinformationontotheblanks:-Guestfullname-Languagetype-Title-Fulladdress-Nationality-IDorPassportnumber-Birthday-Telephonenumberandfaxnumber(IFPOSSIBLE)-Theguestcompanynameandhispost(IFPOSSIBLE)Thefullandcorrectguestinformationrecordinoursystemisverynecessaryandimportantincasewehavetocontactguestforwhateverreasons.DEPARTMENT:FRONTDESKWHAT(STEPS)TASK:HANDLEGUEST'SINQUISITIONHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)1ListeningFacetoface:Listentheinquisitionfromguestscarefullyandusetheeyecontactskills,thenecessarybodylanguageisalsoneeded.Bytelephone:Listentheinquisitionfromguestscarefullyanduseyourvoiceregularlytogivethehinttoguestthatyouarelisteningcarefully.EnsuretheGSAcanunderstandtheguest’sneedsfully2ImmediatereactionTheGSAshouldgivethereactiontoguestwithintwoseconds,thereactioncouldbe'Well,Mr.Wang,Iunderstandyourproblemis...'or'Amomentplease,Mr.Wang,pleaseletmemakeashortnoteforyourproblem.'i.e.Suchreactioncanshowourattentionontheproblemofguests.3TakesuitableactionAccordingtothekindsofinquisitiontotakenecessaryaction.Inclusivehelpguestconnectingaphonecalltoguestroom,providingsomehotelinformationorgiveguestarouteguide.Resolvetheguest'sproblem4FollowtheinquisitionSometimestheguest'sproblemcannotberesolvedimmediately,theGSAneedstohelpgueststofollowtheproblemandinformtheresolutiontoguestintime.TheGSAshouldtakethefollowinginformation,-Notedowntheproblemonanotepad-Contactrelateddepartmenttopasstheinformation-Trytogetthecontactnumberandaddressfromtheguests.Bysayingtoguests:'Mr,Wang,mayIkindlygetyourcontacttelephonenumber?WewillgiveyourananswerEnsurealltheproblemsguestraisedcouldberesolvedandtakingcare.DEPARTMENT:FRONTDESKWHAT(STEPS)TASK:CHECKANDACTIONTHETRACEREPORTHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)1PrintatracereportThefrontdesktracereportisincludedinthefrontdeskshifthand-overreport.Thepreparationforthecheckofthetracereport2CheckthetracereportCheckingprocedure:-Checkthetracereportdate-Checkthetracespiecebypiece-Foundoutalltheunresolvedtraces-IdentifytheproprietyoftheunresolvedtracesAvoidlosinganyimportantandurgenttraces3FollowuptheunresolvedtracesAccordingtotheurgentandimportantleveloftheunresolvedtraces,theGSAneedstofollowthetraceswithrelateddepartmentsintheshortesttime.Ensurealltraceshavebeenresolved.4ResolvetracesincomputerAfterthetracehasbeenresolved,theGSAneedtopresstheresolvedkey,thetracestatuswillchangetoResolved.ChangethestatustolettheGSAknowswhichonehasbeenresolved5DoublechecktheResolvedtracesFrontdeskneedstoprinttheShiftHand-overreportforthreetimesperday,andtheGSAneedstocheckthereportsforatleastthreetimes,makesureallthetraceshavebeenresolvedintime.FortheResolvedtraces,theGSAneedstodoublecheck,makeclearwhoresolveditandatwhattime.EnsureallthetraceshavebeenresolvedcorrectlyDEPARTMENT:FRONTDESKWHAT(STEPS)TASK:ENTERGUESTMESSAGEANDLOCATORHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)FORENTERINGAGUESTMESSAGE1Findouttheguestinthecomputer-Pressfunctionkey:Ctrl+F7-EntertheguestnameintheGuestNamecategory-PressEnterGetthecorrectguest2EnterintotheMessagescreen-Press'M’formessageThesystemshows:Nomessageonfile,createanewone?-PressYESOrthesystemshowstheguest'slatestmessage,press'Insert’tocreateanewmessage.Gettherighttogointothemessageleavingcategory3UpdatethemessagecontentUpdatethemessagecontentstepbystepbyfollowingtheinstructionofthecomputer.Finishthemessagebythestandardstyle4ReviewthemessageReviewthemessagecontentlike:guest'sname,roomnumber,i.e.Doublecheckthemessagequality5PrintoutthemessageAfterfinishthemessage,press'Esc’thecomputershows‘Save,Print,Thoughaway.’Highlight‘Print’andpress‘Enter’THEMESSAGEWILLBEPRINTEDOUT.Printoutthecheckedmessage.6DeliverthemessagetoguestForin-houseguest,Bellboywilldeliverthemessagedirectlytothestatedroom.Fortoday'sarrivalguest,gettheprintedmessagebackfromconciergedeskandattachitontheRC.Forfuturearrivalguest,fileinthetracefileandleavearelatedtraceintheguest'sreservationscreenonthearrivaldate.Ensuretheprintedmessagecanbereceivedbytheguest.DEPARTMENT:FRONTDESKWHAT(STEPS)TASK:ENTERGUESTMESSAGEANDLOCATORHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)FORLEAVINGAGUESTLOCATOR1TakethelocatornoticepaperfromguestTaketheLocatornoticepaperwhichisfilledbytheguestselfintheirroom,andcheckweathertheinformationiscompleted.Getclearguestlocatorinformation2RepeatthelocatorwithguestInthefaceofguest,repeatthenecessaryinformationtoguest,-Theguestname-Theroomnumber-Thelocatorname-TheholdingtimeperiodofthislocatorEnsuretheinformationiscorrect3RemindguesttocancelthelocatorRemindguestwhenheleavethere,pleasetrytoinformfrontdeskoroperatortocancelthelocatorintimeandgivetheinformationofthenextDestinationEnsurethelocatorinformationislatestandtheguestcanbereached4EntertheguestlocatorintosystemPressCtrl+F7todisplaytheTelephoneOperatorscreen-Entertheguestnameortheroomnumberintothefirstblank-PressEntertodisplaythereservationinformationofthisroom-Press'L’forlocatorandthelocatorscreenwillshowonthescreen:Thesystemwillprovideallthehotelguestoutletsonthescreen-HighlightthecorrectlocatorandpressEnterThesystemwillshowasmallscreenintheleftcornerofthescreenitnamed'GuestLocator’andtheselectedlocatornamewillshowonthisboxautomatically-PressEscThesystemwillshowasmallwindowonthescreenanditstatesthevalidtimeuntilEntertheholdingtimeofthislocatoraccordingly-PressEnterThesystemwillshow'Savethislocator?YesorNo.'-HighlightYESandpressEnterEnsurethelocatorinformationisupdatedintothesystemcorrectlyDEPARTMENT:FRONTDESKWHAT(STEPS)TASK:VIPPREPARATIONHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)1IdentifytheVIPstatusCheckthereservationofthisVIPguesttoidentifythefollowings:-TheVIPlevel-Theguestnameandtitle-Thearrivaltime(ifpossible)-Thespecialrequestoftheguest-ThepossibletracesleftintheroomEnsuretheVIPreservationdetailsareclearandunderstand.2BlockingaroomTheduty-supervisoroffrontdeskwillassignaroomfortheVIParrivalguestinfewdaysago,andthisroomwillbechangetoOutofServiceinthesystemtoavoidtheroomoccupancybyusualguests.Ensuretheroomqualityishighandexcellent3VIPset-upIssueaVIPset-upformtoRoomServiceandHousekeepingdepartmentforthein-roomflowerandfruitspreparation.Thefollowinginformationisrequired:-Theguestfullnameandtitle-Theroomnumberandin-roomfax-Thearrivaldateandpossiblearrivaltime-Thesendingouttime-Thenecessaryremarks-TheVIPset-uplevelAfterfinishtheaboveinformation,passtheSet-upFormtotheduty-supervisorortheAssistantManagetosignandapproveit.Ensurethereissuitablewelcomeflowerandfruitsintheguestroombeforetheyarrive.4PreparetheregistrationformUsethetypemachinetomakeoneregistrationformfortheguest.TheformMUSTbecleanandtidy.ThenecessarystepoftheVIPpreparation5Preparethewelcomekey-folder-Takeonecleankey-folder-Typingtherequiredinformationonthefolder-MakeaOnitykeyfortheassignedroominadvance-Insertthepreparedkeyintothekey-folderThenecessarystepoftheVIPpreparation6PreparetheVIPcheck-inwelcomebooklet-TakeoneVIPcheck-inleatherbooklet-Insertthepreparedregistrationcardintothebooklet-Insertthepreparedkey-cardintothebookletThenecessarystepoftheVIPpreparation7LocatetheVIPwelcomebooklet-Showthepreparedwelcomebooklettotheduty-supervisorforcheck-Putintothecheck-indraweraccordingtothealphabeticThefinalstepoftheVIPpreparationDEPARTMENT:FRONTDESKWHAT(STEPS)TASK:VIPCHECKINPROCEDUREHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)BEFORETHEVIPARRIVING1CheckVIParrivalreport-DisplaytheVIPreportintheFrontDeskShifthand-overreport-ChecktheVIPsofin-house,todayarrivalandtomorrowarrival-SpecialnoticetheVIParrivaloftodayFindoutthecorrectVIPnaminglist2RemembertheVIPdetails-ChecktheVIPlevelandremarksonebyone-RememberthenamesofalltheVIPsandknowstheirdetailsForthebetterserviceuponcheckin3CheckthepreparationoftheVIPBeforetheVIPsarriving,weneedtocheckthefollowingpreparation-Weatherthewelcomebooklethasbeenprepared-WeathertheRegistrationCardiscleanandupdate-Weatherthekey-folderiscorrectandworking-WeathertheroomisvacantForthequalityofVIPserviceUPONVIPARRIVING1GreetingtheguestAfterweknowtheguest'snameandfoundthisisaVIPoftodayarrival,weshouldsay:'Mr.Wang,welcometoHiltonSanyaResort&Spa,mayIkindlyseeyourID/Passportforregistration?'Showourcourtesytoguest2CallAssistantManagerWhentheguestistakingouthispassport,weshouldmakeaphonecalltoGSMtoinformtheVIParrival.AndtheAsst.MgrwillcometofrontdeskwelcomingtheguestandgivehimashowroomaccordingtotheVIPlevel.TheAsst.Mgr.needtowelcometheVIPsaccordingtothelevel3DisplaythewelcomebookletTheGSAshoulddisplaythewelcomebookletatthecounterinthefrontoftheguestwiththeupsidefacingtoguestShowthespecialtreatmenttotheguest4RegistrationTheGSAshouldhelptheguesttofillouttheregistrationcardaccordingtotheREGISTRARFORANINDIVIDUALGUESTprocedure.ShowourspecialattentiontotheVIP5Check-inguestAfterfinishedallthenecessarysteps,theGSAshouldcheckintheguestincomputerThenecessarycheck-instep6HandintheroomkeyTakeoutthepreparedroomkeyandhanditintheVIPbysaying:'Mr.Wang,wehavepreparedaroomXXXforyouonthe16thfloor,byyourrequisition,thisisanon-smokingroomandwewishyouenjoyyourstaywithus.'Thenecessarycheck-instepDEPARTMENT:FRONTDESKWHAT(STEPS)TASK:SAFEDEPOSITBOXREGULATIONANDPROCEDUREHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)ISSUEASAFETYDEPOSITBOXMAKESURETHESAFETYDEPOSITBOXONLYCANBERENTEDBYTHEIN-HOUSEGUESTSANDWHOISCONSUMINGINTHEHOTEL1Showtheguesttothesafedepositroom/Giveclearinstructions-directionsReleasethedoorlocktoallowtheguesttocomeintheroom.Makesurethemasterkeyisintheroom.Insuretheguest’ssecurity.Youcannotopenanysafewithoutthemasterkey.2CompletethesafedepositRegistrationCardAsktheguesttocompletethefollowingdetailsonthesafedepositRegistrationCard:-Guest’sfullname-Theroomnumber(GSAmustcheckthekeyfolderinadvance)-Thefullcontactaddressandpossibletelephonenumber-Theguest’ssignature(GSAshouldremindguestheneedstousethesamesignaturewhenheopenthesafeboxinthefuture)Makingsurewegetpossiblefullinformationoftheguestandtheguestiscorrectandin-house.THECSAMUSTREMINDGUESTTOREADTHEPRINCIPLESONTHEREGISTRATIONCARD3IssuethesafeboxtotheguestChooseanappropriatesizeofthesafebox.Openthemasterkeycabinet,takethesafekeyfortheselectedboxfromthecabinet,andthenclosethecabinet.Insertthemasterkeyandtheboxkeyintothelockoftheselectedsafedoorandopenthedoor.Ensuretheboxfitswithwhattheguestwantstoputandthesecurityofthesafetyboxes.Onlythecombinationoftwokeysopenstheboxdoor.4Asktheguesttodeposithisvaluablesintothesafetybox-Takingouttheinsertboxfromthesafe.-PassitthroughtheguestNeverleavetheguestunattendedinthevaultroombutDONOTTAKENOTICEOFTHECONTENTSOFTHEBOXEVENIFREQUESTEDTODOSO.ForinsurancepurposesYoumustNOTwitnesssafecontentsevenifrequestedtodoso.5Completethesafedepositregistrationcard-Inserttheboxbackintothesafe-Writethesafeboxnumber,dateofissuingandGSA'ssignatureonthecardRecordingtheissueoftheboxtotheguestandcomplywithInsuranceregulations.6LockthedoorofthesafedepositboxUsemasterkeyandindividualsafeboxkeyandNevergivetheMasterkeytotheguest.Onlythecombinationclosesthedoor.7GivetheboxkeytotheguestBysaying:'ThisistheonlykeyMr.Wang,pleasekeepitsafelyasshouldyoulosethekeywewouldhavetochargeyoutheamountofUSDXXXforhavingthesafeboxdrilledandlockreplaced.’’Sotheguestknowsheholdstheonlykey.8FilethesafetydepositboxregistrationcardPlaceitinthesafeboxrentalenvelopeandlocateintothefilerackinthesafeboxroomandatthesametimetakeofftheattachedRCcard.Beingabletofinditeasilyeverytimetheguestwantstoaccesshisbox.DEPARTMENT:FRONTDESKWHAT(STEPS)TASK:SAFEDEPOSITBOXREGULATIONANDPROCEDUREHOW(KEYPOINTS)EQUIPMENT:WHY(REASONS)9BidfarewelltotheguestwhileheexitstheroomMentiontohimhecanaccessthesafetyboxanytimeandthattoshowhiskey&signanaccesscard,willallowhimaccessthesafeboxTheguestsknowsthattoholdhisvaluablesheredoesnotcausehimanyinconvenience10Securethemasterkey'slocationHangitbackonthecupboard.Youareresponsibleforit;nosafecanbeopenedwithoutit.11Leaveatraceinthecomputer-Opentheguest'sin-housescreeninsystem-Selecttraceoption-CreateanewtracestatestheguestisusingonesafetyboxandtheboxnumberonthedeparturedateremindtheGSAcollectingthekeyback.Ensuretheguestcanreturnthekeybackuponcheckouttoavoidunnecessaryloss.ALLOWAGUESTACCESSTOTHESAFEBOX1AcknowledgetheguestBysaying:'Goodmorning/afternoon/evening,wouldyoukindlyshowyourroomfolderandsafeboxkey?'Showtheguestwearereadytoassisthim.2InvitetheguesttoproceedtotheentranceofthesafetydepositboxroomShowhimtheway.(Thesafeislocatednexttothefrontdeskjustbeforethelifts)Provideefficientservice3ProceedtothesaferoomAssoonasaguestrequestsitenterthesaferoom.Ensureweprovideefficientservice4CompleteasafeaccesscardWritethefollowingdetailsclearlyinthefieldsprovidedonthebackofthesafecard:-Getguesttosignandmatchsignature