【酒店客房管理全套SOP】Lost and Found失物招领.docVIP

STANDARD OPERATING PROCEDURE 标准操作程序 LOST AND FOUND 失物招领 Task Number: 任务号: GE-0004 Department: 部门: Housekeeping 客房部 Date Issued: 制定日期: August 2005 2005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: 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 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? I can show professionalism.我能展示我们的专业 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 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? 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