K1+478～K1+478～K1+58881部分PAGEPAGE1頁腳內(nèi)容酒店客人買藥事宜標(biāo)準(zhǔn)操作規(guī)程GUESTEXPECTATION客人期望:IexpectthatthehotelcanprovidememedicinewhenIneedit.我希望酒店能在我需要藥物時，為我提供藥物。Whyisthistaskimportantforyouandourguests?為什么該任務(wù)對你和我們的客人都很重要？Answers回答:Wemustprovideapromptandaccuratemedicineservicetoourguestswhichiscarefully我們須向客人提供快捷無誤的醫(yī)藥服務(wù)。Safetyisoneofthemostimportantissuestoourguests. 安全是對我們客人最重要的問題之一。Increaseguestsatisfaction.提高客人滿意度。STEPS步驟How/Standards標(biāo)準(zhǔn)1)InformationSTEPS步驟How/Standards標(biāo)準(zhǔn)1)Informationtotheguest告知客人 TheGuestmustbebriefedthatwearenotallowedtopurchaseanymedicineforhim.須告知客人，公司不準(zhǔn)我們?yōu)樗I藥。Toprotectthehotelfromlegalissues,hotelstaffshouldNOTprovideanytypeofmedicine(tobetakenorallyorforexternaluse)toguests.酒店為避免法律問題，酒店員工不應(yīng)該向客人提供任何藥品（口頭告知或作外用。WecanhoweverpickupmedicinefromaClinic/Pharmacy,whichaguesthaspreviouslyordered./藥店獲取客人提前預(yù)訂的藥物。Authorization授權(quán) KindlyasktheguesttofillouttheMedicinePick-UpAuthorizationSheet.請客人填寫藥物獲取授權(quán)單。TheGuestneedstoindicatethenameofthemedicine,quantityandthenameoftheClinicorPharmacy.客人須說明藥物的名稱，數(shù)量，診所或藥店名稱。TheGuestmustacknowledgethathe/shehasalreadyplacedanorderinadvance.客人須確認(rèn)他/她已經(jīng)提前做了預(yù)訂。Obtaintheguest’ssignatureintherespectivecolumnforacknowledgementofthetermsandconditionslisted.在已列出的條件欄中分別讓客人簽名。Payment付款 Paythemedicinefortheguestandcollectcashfromguestafterward.為客人支付藥費，之后向客人收取現(xiàn)金。Filing歸檔 TheAuthorizationSheetshouldbefiledwithConciergeDepartment.授權(quán)單應(yīng)該歸檔到禮賓部。Summaryquestions問題小結(jié):Whyarewenotallowedpurchasinganymedicineforguests為什么公司不準(zhǔn)我們?yōu)榭腿速I藥？a)WhatistheMedicinePick-UpAuthorizationSheetandwhereisit為什么是買藥授權(quán)單？該單保存在哪里？WhydoweneedtoaskguesttofillouttheAuthorizationSheet?為什么我們要讓客人填寫授權(quán)單？Whatkindofinformationdoguestsneedtoindicate?客人須表明哪