LOST AND FOUND PROCEDURE 洲际失物招领SOP.docVIP

STANDARD OPERATING PROCEDURE LOST FOUND PROCEDURE 失物招领程序 Task Number: ASSM-0004 Department: Duty Manager Date Issued: January 2005 Guest Expectation: I expect the hotel to provide a secure a safe environment for my person and my belongings with respect for my privacy. If I loose something, I expect to get it back. 我期望酒店可以为我个人及所有物品提供一个安全、隐私的环境。如果我有任何物品丢失，我期望能够找回来。 Time to Train: 20 minutes Why is this task important for you and our guests? 为什么这项工作对于你和客人都很重要？ Answers: Guest can experience our efficient and accurate service. 客人能够体验到我们高效准确的服务。 We must maximize guest satisfaction. 我们必须将客人的满意度最大化。 Avoid guest complaints. 避免客人投诉。 Demonstrate my professionalism. 体现我们的专业。 Improve GSTS score 提高宾客满意度跟踪调查分数。 WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS The way to handle valuable and non-valuable lost and found items 处理贵重或非贵重物品的失物招领 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，任何在公共区域捡到的物品都要尽快交给客房部。 What are valuables 2 Duty Manager, Security and Housekeeping get involved in the procedure大堂副理、保安部和客房部都要参与其中 Guests’ valuables such as Passport, Credit Card and Jewelry must be reported to both the Security Manager and the Duty Manager, who will secure such items separately in the safe deposit box and advise Housekeeping where the item is secured. Housekeeping will note this advice in their Lost and Found Logbook. Executive Office must be informed. 客人贵重的物品，例如护照、信用卡和珠宝必须汇报给保安部经理和大堂副理。他们将保存在单独的保险箱或让客房部保存在安全的地方。客房部将会记录在失物招领记录本上。要通知行政办。 Why does Housekeeping need to keep the Lost Found record? 3 Lost Found logbook in Housekeeping客房部失物招领记录 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. 物品捡到日期、地点、物品描述和捡到者的姓名都必须被记录。 Why do we have to note down the name of the finder? 4 Housekeeping is the first department to be checked for the Lost Found 客房部是第一个部门查找失物招领 If guests report they have l