【正文】 7. Confirm the number of luggage with the guest and make sure the Bellboy gives priority to the VIP luggage.確定隨客行李數量并告知行李員重要客。6. Wait till formal greetings from management are finished and inform the guest that he has the privilege to checkin in the privacy of his own room. If the guest hesitates, suggest the Lounge of the Executive Floor (for Executive Floor guests only) or either the EF desk or the Front Desk.等到正式的問候、歡迎等結束后，告知客人他擁有直接到其房間單獨登記的特權。5. Have the Check In Folio ready, together with the HFA messages and faxes and wait for the VIP at the entrance of the hotel – outside. 攜已準備好的檢查表、抵達信息、傳真在酒店門口（外側）等待客人。STANDARD OPERATING PROCEDURESSubject: VIP Check in 重要客人入住Effective Date: Policy No: FODM012Issued by: FOMPage: 2 of 3Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。2. Prepare the registration card as plete as possible as well as a typed key card holder and key (make sure the key is tested).必須準備好登記卡、鑰匙卡套及鑰匙（確定鑰匙有效）。Procedures程序1. Make sure the room is thoroughly checked, in a perfect condition and VIP Amenities and wele letter are in the room – The VIP2 room needs to be blocked on the same day and the VIP1 room needs to be blocked one day prior to arrival. 確定房間已經被徹底地檢查，舒適的環(huán)境和令人愉快的設施及歡迎信已經準備就緒。B: All AssociatesRemarks備注Following information is required for insurance: 下面信息是保險所必要的:l Guest name客人姓名l Copy of passport or ID護照或身份證復印件l Guest driving license 客人的駕照l Contact and phone number 合同編號及電話號碼l Vehicle number汽車牌號l Copy of car registration and insurance policy汽車登記和保險的復印件l Brief of the accident occurred. 事故經過l Damage and estimated cost酒店估計損失l Hotel employee involved酒店涉入員工l Copy of the identification card of employee involved涉入員工證明材料l Copy of the driving license of employee involved涉入員工駕照復印件 STANDARD OPERATING PROCEDURESSubject: VIP Check in 重要客人入住Effective Date: Policy No: FODM012Issued by: FOMPage: 1 of 3Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。6. Arrange the damaged vehicle to a reliable car workshop for repair.安排損壞汽車到可信賴的修理廠修理。4. Nonrelated hotel staff to resume their duty and are not allowed to be involved in the discussion.非相關酒店人員繼續(xù)工作，并不得參與商討。2. If the accident occurred in front of the hotel, the cars have to be moved to lower EFMund as soon as possible.交通事故發(fā)生在酒店前時，應該盡可能快的將車輛移動到隱蔽處。Policy Statement政策闡述It is the hotel’s policy that all car accidents on the hotel premises are handled efficiently in the interest of both car owner and management.酒店的政策是所有和酒店有關的交通事故，都需有效地被處理，并保證車主和管理方的最大利益。B: All Associates( HOTEL NAME )酒店名稱BOMB THREAT FORM炸彈威脅表格BOMB INFORMATION炸彈信息Location in the hotel酒店位置: ____________________________________________Time the bomb explodes炸彈爆炸: ____________________________________________How to recognize the bomb怎樣識別炸: ________________________________________What type of bomb 炸彈類型: _____________________________________________ CALLER DESCRIPTION來電者信息Sex 性別 : _______________ Age range年齡 : __________________Nationality 國籍: _________________________________________________Type of accent 口音: _________________________________________________Talking speed 交談速度: _____________________________________________Other characteristics 其他特征: _____________________________________________Reason for placing the bomb放置炸彈原因: __________________________________Part of political organization 政治面貌: _________________________________________OTHERTime of the call 通話時間: _______________ Duration of the call 電話持續(xù)時間: _________min分鐘.Call taken by通話工具: _______________ Call witnessed by通話見證人：__________Telephone number traced電話號碼追蹤: ____________________________________REMARKS備注CC抄送: STANDARD OPERATING PROCEDURESSubject: Car Accident交通事故Effective Date: Policy No: FODM003Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。8. No one should act on his instinct, which will expose the safety of the entire team to the bomb threat during the crisis.任何人不可憑其本能采取行動，以免在危機中使整個組織受到炸彈威脅。l Inform the Security Manager if anything suspicious found.發(fā)現有任何可疑物品則通知保安部經理。6. Action to be taken采取措施l Contact all Department Heads / Supervisors to mobile all available staff to check their work place for any suspicious parcel or object.通知所有部門負責人或主管動員所有可用人員檢查其工作地點是否存在可疑包裹或物品。5. Evacuation疏散l An immediate evacuation will be carried out if the time of detonation is less than 30 minutes with the approval of The General Manager and Security Manager.經過總經理和保安經理的同意，如果離爆炸時間少于30分鐘，緊急疏散將立即執(zhí)行。B: All Associates4. Bomb Search炸彈搜查l A search for the bomb will be conducted if the time of detonation given is more than 30minutes.如果距離爆炸時間超過30分鐘，必須設法尋找炸彈。3. If the mail attendant or secretary receives a letter or parcel, which is suspected to be a bomb or other incendiary device, the letter or the parcel should not be touched. Immediately inform the Security Manager.如果郵件生或秘書接到懷疑為炸彈或縱火裝置的信件和包裹，該信件和包裹應該被隔離，并迅速通知保安部經理。信號通知另外的接線員和附近的安保人員跟蹤電話來源。Procedures程序1. Usually a Bomb Threat es in the form of a telephone call or by way of a letter, a written message and mail parcel.通常，炸彈威脅來自電話、信件、便條、包裹等方式。 STANDARD OPERATING PROCEDURESSubject: Bomb Threat炸彈威脅Effective Date: Policy No: FODM002Issued by: FOMPage: 1 of 3Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。Walk In Person(s) requesting acmodations for that night who has no reservation.沒有經過預訂要求當晚入住的客人。Vacant and Ready A room that is unoccupied, cleaned and ready for renting.未被占用，已經清潔、代售的房間。Twin A room with two twin beds.一個擁有兩個雙人床的房間。Tourist/Economy Commercialtype hotel (usually without private bath.)商務型酒店（通常沒有私人浴室）。在豪廷公司消費得越多