WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS1 Equipment The In-Room Safe Deposit Box Service Unit is kept in a Front Office safe deposit box.. The key to the safe deposit box must be pl
Trang 1STANDARD OPERATING PROCEDURE
OPENING IN-ROOM SAFE PROCEDURE
GUEST
EXPECTATION:
I expect the hotel to provide a secure a safe environment for myself and
my belongings with respect for my privacy.
TIME TO TRAIN: 40 minutes
Why is this task important for you and our guests?
Answers:
1 Guest can experience our efficient and accurate service.
2 We must maximize guest satisfaction.
3 Avoid guest complaints.
4 Demonstrate my professionalism.
5 Improve GSTS score.
Trang 2WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS
1) Equipment The In-Room Safe Deposit Box
Service Unit is kept in a Front Office safe deposit box The key to the safe deposit box must be placed in an envelope sealed and signed by both the Assistant Manager and the Security Shift Leader The Service Unit is placed in the Duty Managers Safe
Why does the key of the safe deposit box have to be kept in an envelope sealed and signed?
2) Guest inquiry The Guest Service Center has to call
the Assistant Manager immediately when a guest requires opening the In-Room Safe Deposit Box
The Assistant Manager must inform the Security Shift Leader
Both the Assistant Manager and the Security Shift Leader must sign the Front Office Safe Deposit Box Record
in order to gain access to FO Safe Deposit Box
Obtain the In-Room Safe Deposit Box Service Unit and go to the guests’
room
How many people need to sign the Deposit record?
Why is it important that 2 people sign?
3) Verification Verify the guests’ identification Ask
to see guests’ ID If not available, Why do we have to verify the guests ID?
Trang 3Ask the guest to describe the items
in the safe deposit box for additional security
Open the safe deposit box in full view
of the guest
What should we do if the guest is not happy with our question?
4) Item confirmation Confirm all items are intact
Recode the safe deposit box and log
in safe deposit box logbook
Return the In-Room Safe Deposit Box Service Unit to Front Office safe deposit box (Duty Managers Safe)
Why do we have to keep record in the logbook?
Do I need to return this unit immediately?
5) Checked out guest - guest
called hotel If the guest has checked out and leftvaluables behind in the Safe Deposit
Box, every attempt must be made to contact the guest and inform him of the items found in his/her guest room deposit box
The Assistant Manager and Security Shift Leader must go to the room with the Service Unit and Logbook
Open the Safe Deposit Box in the guests’ room
Complete the Access Logbook
Where can I check to get the address or telephone number of the guest?
Why do the Asst Manager and Security Shift Leader go to the room with the service unit and log book?
Trang 46) Item check list List all the items removed from the
guests’ safe Both Assistant Manager and Security Shift Leader are required to sign the list
Confirm with guest via phone about items found or not
Items will not be sent to the guest before reconfirmation with Executive Office (EAM), especially if value exceeds US $200
Why do they have to sign on the list and record all items removed?
If I can not reach the guest via telephone, what else can I do?
7) Items handed over to guest Return the Service Unit to the Front
Office Safe Deposit Box
Both the Assistant Manager and Security Shift Leader must sign the Safe Deposit Box Access Logbook
Guests’ items must be kept in a new Guest Safe in the FO guest safe area and the key given to the Security Manager
This key has to be in an envelope and sealed
This has to be reported in the Security Logbook and Executive Management informed
Why do both need to sign?
Why does the key have to be kept
in the security office?
Trang 5guest has checked out opened and the content belongs to
the previous guest, the same procedure (as section 1 above) applies
ATTENTION:
The Duty Manager has to keep items
in Safe until guest calls hotel
Executive Management needs to be informed
the previous guest?
Summary questions:
1 What is the procedure for maintaining the key of in room safes and where can I find all devices necessary to open a safe?
2 a) How many people need to sign the Deposit record?
b) What is the process for opening a Guest’s Room Safe?
3 What should we do if the guest is not happy with our question to describe the item contained in their safe?
4 a) Why do we have to keep record in the logbook?
b) Where do I return the In room Safety Deposit Box Service to?
5 How do I action a guest who has checked out but forgotten to clear the safety box?
6 In this instance, why does the key have to be kept in the security office?
7 How do I open a safe when the previous guest has checked out?
Trang 6Now ask the Trainee to practice the whole task from start to end to test competency.