Lost and Found失物招领（希尔顿酒店客房管理）.doc

STANDARD OPERATING PROCEDURE标准操作程序LOST AND FOUND失物招领Task Number: 任务号:GE-0004Department: 部门: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. 我希望我偶尔遗忘的物品能够得到妥善保存和归还Time to Train: 培训时间:25 minutes 25分钟Why is this task important for you and our guests? 为什么这项任务对你及我们的客人都如此重要？Answers: 回答:1. It is important, that Lost & Found items are handled properly in accordance with the Hotel procedure.根据酒店的规定妥善处理客人的失物非常重要2. I understand that our guests expect to have lost items returned.我能理解客人的失物希望能够归还?3. I can show professionalism.我能展示我们的专业4. Returned items to Guests demonstrates our honesty and integrity. 归还客人的失物体现我们的专业和诚实?WHAT/ STEPS步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训问题1) Handling Lost and Found 处理客人失物 Any Lost and Found item are to be turned in to the Housekeeping Office immediately. 所有酒店发现的失物应立即交到客房办公室Never put any found item in the pantry or in other locations, or on a trolley绝对不允许将.失物放在工作间或其它地方和工作车Housekeeping Office is responsible for the administration of all Lost and Found.客房部办公室负责所有失物的管理Anything left in an empty room or other guest area should be treated as a Lost and Found item.所有在空房和其他任何区域捡到的物品都必须作为失物招领Immediately call the Housekeeping Office when any item is found. 如果发现如何物品应该马上打电话给客房部办公室。Why can I not leave the item in the Pantry or on the trolley until my shift ends?为什么不能将失物放在工作车和工作间只至下班?Is something as small as a telephone adaptor treated as a lost & found item?象电话转换插座这种类型的物品能将作为失物招领吗?2) Handover the item to office 将物品交接给客房部办公室 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.主管将失物拿到办公室并在失物招领本上注明日期和捡到的时间,并将其放在失物招领柜里面锁好The lost item will be marked with numbered tag. The number corresponds with the number in the log book.在失物上应注明编号.但是上面的号码必须是和失物招领本上的号码一样 If you have any question about Lost and Found, you should contact your Supervisor right away.如果您发现失物有什么为题的话,应及时通您的主管If the lost item has value (jewelry, camera etc.) the Security Manager gets involved. 如果失物是贵重物品如像机,珠宝等,保安部经理需建立相关的档案Valuable items must be put into the FO safe and Executive Management informed, including the Housekeeper.值班经理和大厅副理一起应将贵重失物锁进前厅的保险柜里面Why does the FL. Supervisor take the item to the HK office?为什么需要主管将失物拿到客房部办公室?Why does the item need to be marked with a number?为什么失物需要编号?Why do valuable items need to be separately locked?为什么贵重物品需要特别的琐起来?WHAT/ STEPS步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训问题3) Guest calls客人电话When the guest calls, items must be convincingly identified by the guest. 当客人打电话通知需要失物时应与客人核实物品的准确性?Why do I need to get the exact description?为什么需要核实?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须确保将准确的物品通过礼宾部给客人The Guest will be asked how he/she wants to have the item sent, or when he/she will stay with us next time to have the item handed over to the guest personally.应询问客人需要采取哪种方式给他/她,也许他/她希望在下次入住时亲自给他/她Items will be sent on the hotels expenses as a gesture of service by the fastest way possible尽量用最快的邮寄方式来给邮寄给客人,邮寄费用由酒店来支付,这是酒店的一项服务Why does the Concierge send the items?为什么需要通过礼宾部来将物品送回给客人?Why do we ask the guest how he/she wants to have the items sent?为什么需要询问客人希望采取什么方式?Why does the hotel pay?为什么需要由酒店来支付?mmary questions: 问题概述1. What is important when finding an item?当发现失物时应注意什么?2. Where does the lost & found item go?应将失物放在什么地方?3. What speed is required to deliver lost & found items to HK Office? 应用多快的速度将失物送至办公室?4. What do I have to do if a guest calls and advises they have lost an item?当客人需要失物时应怎样做?5. What choices for collection can we present to the guest on