1、STANDARD OPERATING PROCEDURE標(biāo)準(zhǔn)操作程序LOST AND FOUND失物招領(lǐng)Task Number: 任務(wù)號:GE-0004Department: 部門:Housekeeping客房部Date Issued: 制定日期:August 20052005年8月Guest Expectation: 客人期望:I expect my lost items to be handled properly and returned to me if I accidentally forget where I leave them. 我希望我偶爾遺忘的物品能夠得到妥善保存和歸還Ti

2、me to Train: 培訓(xùn)時間:25 minutes 25分鐘Why is this task important for you and our guests? 為什么這項(xiàng)任務(wù)對你及我們的客人都如此重要？Answers: 回答:1. It is important, that Lost & Found items are handled properly in accordance with the Hotel procedure.根據(jù)酒店的規(guī)定妥善處理客人的失物非常重要2. I understand that our guests expect to have lost ite

3、ms returned.我能理解客人的失物希望能夠歸還?3. I can show professionalism.我能展示我們的專業(yè)4. Returned items to Guests demonstrates our honesty and integrity. 歸還客人的失物體現(xiàn)我們的專業(yè)和誠實(shí)?WHAT/ STEPS步驟HOW/ STANDARDS如何做/標(biāo)準(zhǔn)TRAINING QUESTIONS培訓(xùn)問題1) Handling Lost and Found 處理客人失物 Any Lost and Found item are to be turned in to the Houseke

4、eping Office immediately. 所有酒店發(fā)現(xiàn)的失物應(yīng)立即交到客房辦公室Never put any found item in the pantry or in other locations, or on a trolley絕對不允許將.失物放在工作間或其它地方和工作車Housekeeping Office is responsible for the administration of all Lost and Found.客房部辦公室負(fù)責(zé)所有失物的管理Anything left in an empty room or other guest area should be

5、 treated as a Lost and Found item.所有在空房和其他任何區(qū)域撿到的物品都必須作為失物招領(lǐng)Immediately call the Housekeeping Office when any item is found. 如果發(fā)現(xiàn)如何物品應(yīng)該馬上打電話給客房部辦公室。Why can I not leave the item in the Pantry or on the trolley until my shift ends?為什么不能將失物放在工作車和工作間只至下班?Is something as small as a telephone adaptor trea

6、ted as a lost & found item?象電話轉(zhuǎn)換插座這種類型的物品能將作為失物招領(lǐng)嗎?2) Handover the item to office 將物品交接給客房部辦公室 Floor Supervisor will take the item to the Housekeeping Office and log the location found, date and time in the Lost and Found log book. Item will be locked in the Lost and Found cabinet.主管將失物拿到辦公室并在失物

7、招領(lǐng)本上注明日期和撿到的時間,并將其放在失物招領(lǐng)柜里面鎖好The lost item will be marked with numbered tag. The number corresponds with the number in the log book.在失物上應(yīng)注明編號.但是上面的號碼必須是和失物招領(lǐng)本上的號碼一樣 If you have any question about Lost and Found, you should contact your Supervisor right away.如果您發(fā)現(xiàn)失物有什么為題的話,應(yīng)及時通您的主管If the lost item ha

8、s value (jewelry, camera etc.) the Security Manager gets involved. 如果失物是貴重物品如像機(jī),珠寶等,保安部經(jīng)理需建立相關(guān)的檔案Valuable items must be put into the FO safe and Executive Management informed, including the Housekeeper.值班經(jīng)理和大廳副理一起應(yīng)將貴重失物鎖進(jìn)前廳的保險柜里面Why does the FL. Supervisor take the item to the HK office?為什么需要主管將失物拿到

9、客房部辦公室?Why does the item need to be marked with a number?為什么失物需要編號?Why do valuable items need to be separately locked?為什么貴重物品需要特別的瑣起來?WHAT/ STEPS步驟HOW/ STANDARDS如何做/標(biāo)準(zhǔn)TRAINING QUESTIONS培訓(xùn)問題3) Guest calls客人電話When the guest calls, items must be convincingly identified by the guest. 當(dāng)客人打電話通知需要失物時應(yīng)與客人核實(shí)

10、物品的準(zhǔn)確性?Why do I need to get the exact description?為什么需要核實(shí)?4) Sending the item送客人物品Executive Housekeeper or Assistant Executive Housekeeper must ensure that the right item is sent to the guest from the Concierge desk.行政管家和行政副管家必須確保將準(zhǔn)確的物品通過禮賓部給客人The Guest will be asked how he/she wants to have the ite

11、m sent, or when he/she will stay with us next time to have the item handed over to the guest personally.應(yīng)詢問客人需要采取哪種方式給他/她,也許他/她希望在下次入住時親自給他/她Items will be sent on the hotels expenses as a gesture of service by the fastest way possible盡量用最快的郵寄方式來給郵寄給客人,郵寄費(fèi)用由酒店來支付,這是酒店的一項(xiàng)服務(wù)Why does the Concierge send

12、the items?為什么需要通過禮賓部來將物品送回給客人?Why do we ask the guest how he/she wants to have the items sent?為什么需要詢問客人希望采取什么方式?Why does the hotel pay?為什么需要由酒店來支付?mmary questions: 問題概述1. What is important when finding an item?當(dāng)發(fā)現(xiàn)失物時應(yīng)注意什么?2. Where does the lost & found item go?應(yīng)將失物放在什么地方?3. What speed is required to deliver lost & found items to HK Office? 應(yīng)用多快的速度將失物送至辦公室?4. What do I have to do if a guest calls and advises they have lost an item?當(dāng)客人需要失物時應(yīng)怎樣做?5. What choices for collection can we present to the guest o