国际酒店前厅管理手册Front Office Reception-RM-FO-GS-06-04 Lost and Found Procedure

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-06-04Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Lost and Found Procedure 失物取回政策_OBJECTIVE目的：All Ambassadors are familiar with hotel Lost and Found Procedure.所有大使熟知酒店的失物取回政策。POLI

3、CY政策：Articles found on the property, including guestRooms办公室 andpublic areas, must immediately be turned into the hotels Lost and Found, where they must be added to the Lost & Found Log. 在酒店区域发现的失物包括客房及公共区域，必须马上转交酒店失物存放处，并做记录。PROCEDURES 程序： Item Found 捡到失物1. Items found in the hotel should be cross-

4、referenced with all reported lost items on the hotels Lost & Found log for possible matches. 在酒店内发现遗失物品必须做记录2. Found items must be secured based upon their value using the following guidelines: 所发现物品的存放取决于他的价值2.1 If the item is valued at less than $50 USD, it must be stored in a secured area at the

5、hotel for 90 days, or longer if required by local/state law. 如果物品的价值在50以下，必须存放满90天或更久，2.2 If the item is valued at more than $50 USD, it must be kept in a safe deposit box or other locked area for 180 days, or longer if required by local/state law. 如果物品价值在50美金以上，则必须存放满180天或更久2.3 Cash must be kept in

6、 a safe deposit box or other locked area for 180 days, or longer if required by local/state law. 现金必须存放到保险箱内，并存放至180天或更久2.4 Credit Cards: 信用卡 Contact the number listed on the back of the credit card and report the card has been found. 根据卡背面的联系信息联系银行告知该卡一丢失。 Inform the card company that the credit ca

7、rd will be destroyed. 告知信用卡发卡行该卡将被销毁。 Destroy / shred the card immediately. 毁掉所捡到的信用卡Lost and Found Log 失物寻回日志 Hotels must maintain a Lost and Found log on which all lost and found items are tobe documented. The logmust minimally include: 酒店必须建立失物日志，确保所有失物有记录可插叙，失物日志需要包括：date the item was found 发现失物

8、的日期 person who found the item 发现失物的人 location at which the item was found 发现失物的地点 description of the item 失物描述 location at which the item is beingstored 失物存放的位置 return or disposal/dispositional information (i.e., a owner/guest signature when item is claimed) 如果失主未取回，登记失物发放的详细信息Return of Found Items

9、失物领取 Items are returned to their owners/guests upon the guests request ONLY.失物只在失主找到时才可退还 When a guest claims a lost item the hotel must have theguest/owner sign the appropriate Lost & Found log item / section. 当客人称在酒店遗失物品时，一定要让客人签字确认Hotels may ask guests to pay any postage associated with returning

10、 their lost/found items. 如果需酒店邮寄给失主时，邮寄费用将由失主承担。 Credit card numbers/information for postage payment should never be hand-written. Instead, consider Cash on Delivery (COD) delivery or archived folio information. 不可手写信用卡信息，邮寄信息以供客人付款，可采取货到付款的形式Items Reported As Lost 客人称遗失物品Items reported as lost by t

11、he guest must be recorded in the Lost and Found log. 客人告知物品遗失时必须记录到失物领取日志Hotels should cross-reference found items with items that guests have reported as lost for possible matches. Matches are to be handled as described in this standard. 一旦有物品捡到，应该参考遗失记录，确定是否相符Unclaimed Items 无人领取物品 Items that remain unclaimed after the required period of time has passed may be returned to the person who found it. 如果发现的失物超过规定期限后还未被失主领回，则可退还给捡到的员工。 The final disposition of the item must be recorded