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酒店客人不在场时换房处理标准操作规程GUESTEXPECTATION客人期望:Iexpectthatthehotelstaffcanchangemyroomformeonrequestandmovemyentireluggagetothenewroomwithoutmypresence.Myluggagewillbehandledcarefullywithoutanydamageandmissingitems.我希望酒店员工能按我的要求帮我换房并在我不在场的时候把我的一切行李搬到新房间。希望能妥善安置我的行李，无损坏、无缺失。Whyisthistaskimportantforyouandourguests?为什么该任务对你和我们的客人都很重要？Answers回答:1.Wemustprovideapromptandaccurateroomchangeservicetoourguests.我们必须向客人提供快捷无误的换房服务。2.Safetyisoneofthemostimportantissuestoourguests,wemustmaketheguestsitemsaremovedsafely.对于我们客人最重要的问题之一就是安全性；我们必须确保客人行李的安全。3.Increaseguestsatisfaction.提高客人满意度。4.Demonstratemyprofessionalism.展示我的职业道德。STEPS步骤How/Standards标准1)Receivingorder接到换房请求Receivea“DeadMove“order.接到一个“客人不在场时的换房处理”请求。Roomchangeswithouttheguestbeingpresentaretermed“DeadMoves”.客人不在场时换房处理叫做“DeadMoves”。Deadmovesmayonlybedonewhentheluggageispacked.客人不在场时的换房处理仅针对行李已包装时的情况。ReceivetheRoomChangeSlipfromReception.从前台接待那里获取换房单。TheRoomChangeSlipcontainsdate,oldandnewroomnumber,nameofguest,reasonforthemoveandtheinitialoftheFrontDeskclerk.换房单的内容包括日期，新旧房号，客人姓名，换房理由，前台接待员的签字。2)Gettingluggagefromformerroom从原房间取出行李Takealuggagetrolleyandgouptotheguests’formerroom.推行李车到客人原来住的房间准备见客人。Ifitisnotpacked,returntotheFrontDeskandinformtheConcierge.如果行李未包装，则返回到前台并通知礼宾部。Retrievetheluggageandanygarmentbags/garmentsonhangersandputitontheluggagetrolley.取回行李及挂钩上的衣袋/大衣，并放在行李车上。Checkdrawers,closetsandthebathroom.Makesurethatnoluggageisleftbehind.检查抽屉、壁橱及浴室。确保没有遗留任何行李。3)MovingLuggagetonewroomProceedtothenewroomandstoretheluggageonthe把行李搬到新房间luggagerack.进入新房间后，将行李放在行李架上。Putallgarmentsbags/garmentsonhangersinthecloset.把所有衣袋/大意挂在壁橱的挂钩上。4)Followingup跟进Returntothelobbywithoutdelay.及时回到大堂。ReturntheroomkeytotheFrontDesk.把房间钥匙交给前台。InformReceptionthe“DeadMove“wasdone.通知前台“客人不在场时换房处理”已完成。InitialtheroomchangeslipanddistributetoHousekeepingdepartment.在换房单上签字后交给客房部。Summaryquestions问题小结:1.a)Whatisthedifferencebetweenadeadmoveandalivemove?客人在场时的换房与不在场时的换房有什么区别？b)Whydoweneedtorecordthereasonforthemove?为什么我们我们需要记录换房理由？2.Whycanwenotdotheroomchangewithunpackedluggage?为什么行李未包装时，我们就不能做换房处理？3.Whatdoyoudowithgarments?我们如何处理大衣？4.WhydoIneedtodistributetheroomchangesliptotheHousekeepingdepartment?为什么我要把换房单交给客房部？