AM-0004 LOST AND FOUND PROCEDURE失物招领程序.docVIP

Guest Expectation 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隐私，能为我人身和财产提供一个安全、可靠的环境。倘若我丢失了东西，希望能找回来。 Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要？ Answers 答案: Guest can experience our efficient and accurate service.客人能感受到我们高效的、无误的服务。 We must maximize guest satisfaction.我们必须让客人满意度最大化。 Avoid guest complaints.避免客人投诉。 Demonstrate my professionalism.表明我的职业水准。 Improve GSTS score.提高客人满意度调查分数。 STEPS步骤 How /Standards标准 Training Question培训的问题 How to handle valuable and non-valuable lost and found items 处理贵重的或不贵重的招领物品的方法 Guests’ Items found in the hotel public area must be handed over to the Housekeeping Department as soon as possible except for valuables. 除贵重物品外，在酒店公共区域拾到的客人物品必须尽快移交给客房部。 What are valuables? 什么是贵重物品？ Assistant Manager, and Housekeeping get involved in the procedure 大堂副理及客房部须介入该事件处理程序。 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 secured. The key will be kept at Housekeeping. Housekeeping will note this advice in their Lost and Found Logbook. 客人的贵重物品，诸如护照、信用卡、珠宝，必须上报给大堂副理。他们将会分别在保险箱中保管这些物品，并告知客房这些物品保管在哪里。保险箱的钥匙由客房部保管并将在失物招领日志中记录下来。 Why does Housekeeping need to keep the Lost Found record? 为什么客房必须记下失物招领记录呢？ Lost Found logbook in Housekeeping 客房部的失物招领日志 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. 在日志中必须写明找到失物的时间，地点，失物描述以及拾者姓名。 Why do we have to note down the name of the finder? 为什么我们必须记下拾者的姓名？ 4 Housekeeping is the first department to be checked for the Lost Found检查失物招领事宜，首先要检查客房部 If guests report they have lost something in the hotel public area, always check with Housekeeping Lost Found Department fi