AM-0004 LOST AND FOUND PROCEDURE失物招領(lǐng)程序

Task Number 序號序號 FO AM0004 Jiuzhai Complex 九寨飯店集群九寨飯店集群 Department 部門部門 FO assistant manager 前廳 大堂副理 Date Issued 發(fā)行日發(fā)行日 01 2007 Standard Operating Procedure 標準操作規(guī)程標準操作規(guī)程 Time To Train 培訓(xùn)時間培訓(xùn)時間 20 minutes 分鐘 Approved By 批準人批準人 DOR 房務(wù)總監(jiān) Lost Found Procedure 失物招領(lǐng)程序失物招領(lǐng)程序 Page 頁碼 1 4 作業(yè) 招領(lǐng)程序 第 1 頁 共 4 頁 GUEST EXPECTATION 客人期望客人期望 I expect the hotel to provide a secure a safe environment for my person and my belongings with respect for my privacy If I misplace something while I am a guest of the hotel s I expect it to be returned 我希望酒店尊重我的隱私 能為我人身和財產(chǎn)提供一個安全 可靠的環(huán)境 倘若我丟失了東西 希望能找回來 Why is this task important for you and our guests 為什么該任務(wù)對你和我們的客人都很重要 為什么該任務(wù)對你和我們的客人都很重要 Answers 答案 1 Guest can experience our efficient and accurate service 客人能感受到我們高效的 無誤的 服務(wù) 2 We must maximize guest satisfaction 我們必須讓客人滿意度最大化 3 Avoid guest complaints 避免客人投訴 4 Demonstrate my professionalism 表明我的職業(yè)水準 5 Improve GSTS score 提高客人滿意度調(diào)查分數(shù) STEPS 步驟How Standards 標準Training Question 培訓(xùn)的問題 1 How to handle valuable and non valuable lost and found items 處理貴重的或不貴重 的招領(lǐng)物品的方法 Guests Items found in the hotel public area must be handed over to the Housekeeping Department as soon as possible except for valuables 除貴重物品外除貴重物品外 在酒店公共區(qū)域拾 到的客人物品必須盡快移交給客房 部 What are valuables 什么是貴重物品 2 Assistant Manager and Housekeeping get involved in the procedure Guests valuables such as Passport Credit Card and Jewelry must be reported to the Assistant Manager who will secure such items separately in the safe deposit box and advise Housekeeping where the item is Why does Housekeeping need to keep the Lost Found record 為什么客房必須記下失物招領(lǐng) 記錄呢 Task Number 序號序號 FO AM0004 Jiuzhai Complex 九寨飯店集群九寨飯店集群 Department 部門部門 FO assistant manager 前廳 大堂副理 Date Issued 發(fā)行日發(fā)行日 01 2007 Standard Operating Procedure 標準操作規(guī)程標準操作規(guī)程 Time To Train 培訓(xùn)時間培訓(xùn)時間 20 minutes 分鐘 Approved By 批準人批準人 DOR 房務(wù)總監(jiān) Lost Found Procedure 失物招領(lǐng)程序失物招領(lǐng)程序 Page 頁碼 2 4 作業(yè) 招領(lǐng)程序 第 2 頁 共 4 頁 大堂副理及客房部須介 入該事件處理程序 secured The key will be kept at Housekeeping Housekeeping will note this advice in their Lost and Found Logbook 客人的貴重物品 諸如護照 信用 卡 珠寶 必須上報給大堂副理 他們將會分別在保險箱中保管這些 物品 并告知客房這些物品保管在 哪里 保險箱的鑰匙由客房部保管 并將在失物招領(lǐng)日志中記錄下來 3 Lost Found logbook in Housekeeping 客房部的失物招領(lǐng)日志 The date location that the item was found description of the item and the name of the finder must to be noted in the logbook 在日志中必須寫明找到失物的時間 地點 失物描述以及拾者姓名 Why do we have to note down the name of the finder 為什么我們必須記下拾者的姓 名 4 Housekeeping is the first department to be checked for the Lost Found 檢查失物招領(lǐng)事 宜 首先要檢查客房部 If guests report they have lost something in the hotel public area always check with Housekeeping Lost Found Department first to see if they have a record of the lost items 如果客人說他們在酒店公共區(qū)域丟 失了東西 我們總是要先檢查客房 失物招領(lǐng)部門 看他們是否有物品 丟失記錄 Why do we have to keep the Lost Found item in Housekeeping Department 為什么我們要在客房部保存好 失物招領(lǐng)物品 5 Verify with the guest before you return the Lost Found item 在 你把招領(lǐng)物品還給客人 前 須向客人核實 If Housekeeping has the lost item verify guests identity and obtain a copy of photo ID Return the item to the guest after the guest s description matches the found item And ask him to sign on the lost fond form to verify the item has been returned 如果客房有客人遺失物品 核實客 Why do we have to verify with the guest before we return the Lost Found item 為什么我們在把招領(lǐng)物品退還 給客人之前要核實客人身份 Task Number 序號序號 FO AM0004 Jiuzhai Complex 九寨飯店集群九寨飯店集群 Department 部門部門 FO assistant manager 前廳 大堂副理 Date Issued 發(fā)行日發(fā)行日 01 2007 Standard Operating Procedure 標準操作規(guī)程標準操作規(guī)程 Time To Train 培訓(xùn)時間培訓(xùn)時間 20 minutes 分鐘 Approved By 批準人批準人 DOR 房務(wù)總監(jiān) Lost Found Procedure 失物招領(lǐng)程序失物招領(lǐng)程序 Page 頁碼 3 4 作業(yè) 招領(lǐng)程序 第 3 頁 共 4 頁 人身份 并設(shè)法要一張有客人照片 的身份證的復(fù)印件 當(dāng)客人描述的 物品特征與該遺失物品特征匹配時 才把物品退還給客人 同時 讓他 在失物招領(lǐng)單上簽字以便證實該遺 失物品已經(jīng)歸還 6 Handling the Not Found item 處理 未找 到 物品 If Housekeeping does not have the lost item kindly explain to the guest that we don t have any record of the item 如果客房沒有遺失的物品 應(yīng)該向 客人解釋我們沒有任何物品遺失記 錄 If the guest requires further investigation the Security Manager must be informed immediately 如果客人要求進一步調(diào)查 須立即 通知安全部經(jīng)理 Why does the Security Manager need to be informed when police gets involved 當(dāng)公安部門要介入此事時 為 什么要通知安全部經(jīng)理 Summary questions 問題小結(jié)問題小結(jié) 1 Why do we have to establish the Lost Found procedure 為什么我們要建立失物招領(lǐng)程 序 2 Who gets involved when the lost item is valuable 對于貴重物品遺失 誰應(yīng)該介入此事 3 a Why does Housekeeping need to keep the Lost Found record 為什么客房需要做失 物招領(lǐng)記錄 b Why do we have to note down the name of the finder 為什么我們必須記下拾者姓名 4 Why do we have to keep the Lost Found item in Housekeeping Department 為什么我們要把招領(lǐng)失物保管在客房部 5 Why do we have to verify with the guest before we return the Lost Found item 為什么在我們把招領(lǐng)失物退還給客人之前 我們必須向客人做核實 6 Why does only the Security Manager have the right to determine if the police need to be called 為什么只有安全部經(jīng)理有權(quán)利決定是否需要通知公安機關(guān) Task Number 序號序號 FO AM0004 Jiuzhai Complex 九寨飯店集群九寨飯店集群 Department 部門部門 FO assistant manager 前廳 大堂副理 Date Issued 發(fā)行日發(fā)行日 01 2007 Standard Operating Procedure 標準操作規(guī)程標準操作規(guī)程 Time To Train