國際酒店防損培訓(xùn)措施之客房鑰匙安全

1、this programme introduces employees to the importance of safe lifting practices. 本課程向員工介紹客房鑰匙安全的重要性。target audience 目標(biāo)對象n front desk 前臺n security 保安部n mod 值班經(jīng)理1 hotels can be targeted by criminals and scam artists. criminals have attempted to gain access to guestrooms by impersonating a guest or a f

2、amily member of the guest. if this occurs, it can put both the guest and their property at risk. 酒店是犯罪分子和騙子攻擊的對象。犯罪分子會扮作客人或客人的家庭成員而試圖進(jìn)入客房。如果發(fā)生此類事件，客人及其財務(wù)將面臨危險。2 several basic steps must be followed in order to help protect our guests and their belongings. first, never announce the room number of the

3、 guest. doing so tells everyone in the lobby exactly where the guest is staying. this could provide a criminal with the information they need to locate a guest. 為了幫助保護(hù)我們的客人及其物品，必須遵守幾個基本步驟。首先，決不要大聲說出客人的房號。因為那樣會讓大堂內(nèi)的所有人都知道客人的住處，從而給犯罪分子提供他們需要了解的客人的客房信息。3 write the room number down on the inside of the

4、guests key envelope and tell the guest this is their guestroom while directing the guests attention to the number. 將客房號寫在客人鑰匙封套的內(nèi)側(cè)，告訴客人他們的客房所在并指示房間號碼。4 when supplying guests with more than one key to their room, ask if they would like anyone else registered to their room. 如果給客人開其自己客房的鑰匙多于一把，則詢問他們是否要

5、讓其他人登記到他們的客房。5 when someone approaches the desk and requests a replacement room key, positive identification must be established to verify that the person is, in fact, registered to that room. this is best accomplished by asking the person for a government issued photo-bearing id, such as a driving

6、licence or passport. 如果有人來到前臺并要求一把替用的客房鑰匙，則必須確定核實此人是登記入住房間的客人。最好要求此人提供政府簽發(fā)的帶有照片的身份證，如駕駛照或護(hù)照。6 if a person does not have their picture id with them but claims that they have their photo id in their room, security or a member of management must escort the guest up to their room and identify the guest

7、there. be careful though as some scam artists may attempt to avoid having to show an id by befriending the employee during the walk to the room and/or tipping the employee once the guestroom door is open. always verify the photo id in person before letting the guestroom door close. 如果有人沒有攜帶配有照片的身份證，

8、但是聲稱將身份證放在他們的客房內(nèi)，則必須由保安部人員或一名管理人員陪同到他們的客房并確定客人的身份。小心，因為某些騙子會試圖在走向客房的途中對員工表示出友好，從而想避免出示身份證，及/或一旦客房門打開他們就給員工小費(fèi)。應(yīng)始終在客房門關(guān)閉之前親自核實身份證照片。7 an additional way to positively identify the guest is to verify the guests registration information and their signature. ask the person to sign a piece of paper and com

9、pare the signature to the registration card, then verify the registration information, such as the method of payment, home address and length of stay. 另外一種有效識別客人身份的方法是核實客人的登記信息及其簽名。讓客人在一張紙上簽名并將簽名與登記卡上的簽名相比較，然后核實登記信息，如支付方式、家庭住址及入住時間的長短。8 criminals can be inventive and bold. they may become loud and t

10、ry to create a scene in the attempt to embarrass or intimidate, they may act sweet and innocent and attempt to lull you into a sense of familiarity, and they may work with another person by creating a distraction. the best defence is to consistently follow proper procedures. 犯罪分子善于變換而且大膽。他們會變得吵鬧試圖形成

11、一個令人窘迫或膽怯的場合，他們可以裝作親切且清白，試圖哄騙你造成一種親密的感覺，他們還會與另外一人合作烘托出娛樂氣氛。最好的防衛(wèi)就是始終遵循正確的程序。9 finally, if you think a criminal is working the lobby, notify security or management immediately. 最后，如果你認(rèn)為有犯罪分子在大堂，那么就立即通知保安部或管理人員。10 with your help, your alertness and your smiling faces, we can deter would-be criminals a

12、nd provide a warmer more friendly environment for our guests and fellow employees. 有了你的幫助，你的警惕和你的笑臉，我們就能夠阻止可能的犯罪分子并為我們的客人及同事提供一個更加溫馨、更加友好的環(huán)境。try our quiz below to see how much you know about 完成以下測驗，檢查你掌握的情況。the quiz 測驗true 正確false錯誤 1 never announce the guest room number. 決不要大聲說出客房號。2you must write

13、the room number on the inside of the key envelope. 你必須將客房號寫在鑰匙封套的內(nèi)側(cè)。3when issuing more than one key ask if the guest would like to register anyone else. 如果提供多于一把客房鑰匙，則詢問客人是否想要登記其他的客人。4keys can be re- issued only if positive id is produced. 只有提供有效的身份證才能再次簽發(fā)鑰匙。5when escorting a guest to their room for

14、 their id, wait until you have seen the id before giving them the key to the room. 陪同客人到他們的房間去查看他們的身份證時，應(yīng)看到身份證后才能將客房鑰匙給他們。6a guest or a guests registration details can be used to positively identify the guest if no photo id can be produced. 如果身份證上沒有照片，則可以有效的利用客人的登記信息加以識別。7the best defence against cr

15、iminals or terrorists is to follow proper procedures. 防衛(wèi)犯罪分子或恐怖分子的最好辦法就是始終遵循正確的程序。8although important, this procedure can be disregarded when you have a queue at the desk. 雖然重要，但是本程序可以因前臺客人等候的長隊而予以忽視。when you have completed this quiz, turn it in to your supervisor.當(dāng)你完成本測驗后，請將其交給你的主管。name 姓名: _date 日

16、期: _quiz answers 測驗答案1. true. 正確。2. true. 正確。3. true. 正確。4. true. 正確。5. true. 正確。6. true. 正確。7. true. 正確。8. false. you shall always follow this procedure. 錯。你應(yīng)始終遵循本程序。employee sign-off 員工簽名_date日期 _hotel酒店_training facilitator培訓(xùn)員today i participated in a guestroom key safety training program. i agree to observe and follow the