精品文档---下载后可任意编辑客人事故调查最佳操作规程 客 人 事 故 调 查 最 佳 操 作 规 程 Objective 目 的 Guest accidents represent an extensive threat to profit ability, as wellas the image and integrity of hotel, Inc. The safety of our guests is a primeobjective and it is important to know how to care for an injured guest, whileinsuring that all actions are taken to minimize the property’s loss. 客人的事故意味着利润将存在一个潜在威胁，意味着酒店的形象，将会受到影响，客人的安全是首要的目标，照顾好受伤的客人是非常重要的，确保实行所有必要行动来将酒店的损失降到最低。 Procedures 程序 1. When a guest accident occurs, the department manager, duty manager,guest service manager or security supervisor should take care of the ill orinjured guest. Offer to obtain medical attention, but let the guest decidewhether he or she wants to se a doctor, go to the hospital or go home. 当客人发生了意外，客人受伤地的营业场所的部门经理、酒店值班经理、宾客服务经理、防损主管要照顾有伤病的客人。关注客人身体状况，有客人自己决定时想要看医生，去医院还是回家。 2. Get the injured guest’s full story by duty manager, guest service manager orsecurity supervisor, and record details (had bitter with signature of guest). 酒店值班经理、宾客服务经理、防损主管猎取客人的详细经过叙述，并记录下详细经过（最好有客人签名认可）。 3. Loss Prevention confirm the injured guest’s story. Don’task for witnesses but ask if there wan anyone else who saw what happened andrecord their names, addresses, phone numbers as well as what they saw. LossPrevention will take down statements of the whole story. 确认受伤客人的经过，不要询问是否有证人，但是要询问是否有人发现了什么事，记录下他们的名字、地址、电话号码和看到了什么灯。防损部负责对发现并了解整个事件经过的人员负责做好陈述笔录或询问笔录。 4. LP supervisor inspect the accident sc...
