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1、国际酒店GRO前厅部运作程序手册STANDARD OPERATION PROCEDURE 标准操作程序Policy No.政策编号: FO023Department部门: Front Office前厅部Section: Guest Relation OfficePrepared by 编制部门：Signature: Issued by 签发单位:Signature:GM approval 总经理批准:Signature:Effective Date 生效日期: -Supersedes 取代:Distribution 发布: SOPWrite Incident ReportPurposeAny
2、damage or loss of properties incurred by either a hotel guest or the hotel will be recorded in the prescribed manner for concerning departments review and action. The “Incident Report” will be raised.PROCEDURE1. Assistant Manager to hold on file, blank copy of the “ Guest Accident / Injury Report “
3、and “ Guest Property Loss / Damage Report “.2. Assistant Manager to co-ordinate with the hotels security department in regards to conduct an interview.3. All interviews to be conducted in the privacy of place by the Security Guide.4. All details of incident must be recorded, all information relating
4、 to the guest or all incidents must be recorded in the appropriate section on the report.5. A description of the incident or items is that of the person making the claim and not that of the person conducting the interview.6. All questions on the incident Form should be answered by the guest, the int
5、erviewer should record this information on the incident form.7. Forwarding contact address, although not requested on the incident form, should be noted.8. After the incident report has been complete, the guest should be given a copy to read, to ensure the information has been recorded correctly.9.
6、The interviewer cant accept responsibilities or claim to be responsible for any item lost /stolen or damage.10. At all time the guest is to be reassured that a full internal investigation will take place. Assistanceis to be offered in either tracing or replacing missing items.11. A copy of the incid
7、ent to be forwards to EAM/ Controller / Security chief / FOM / Concerned Department.12. Depending on the nature of the claim, the EAM will make the final decision in regards to compensation. Such a decision can not be made until a full investigation has taken place.13. All incident s to be assigned
8、a file number this being month/ year and incident number for that month 14. Until the case is closed, a log of the action taken is to be recorded on the hotel internal follow up sheet.15. The case can only be closed, Once the security incident follow up record is completed.16. Complete incident form
9、s that are still under investigation to be held on “ Incident File “, These are to be held on this file once it has been distributed.17. Once the case has been closed and necessary documentation has been completed, incident form to be held on “Incident File Close”.-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家
