sop转交物品con-0015 holding goods for pick up.doc

STANDARD OPERATING PROCEDURE 标 准 工 作 程 序 HOLDING GOODS FOR PICK UP 物品转交 Task Number 任务编号: FO 05-CON-0015 Department 部 门 : Concierge 礼宾部 Date Issued 签发日期: Feb.2007 2007年2月 Approved by 批准人: General Manager Mr Warren Tam 总经理谭颂华先生 Guest Expectation 客人期望: I expect my items to be held for pick-up and kept securely and handled with care. 我期望酒店能妥善地保存我要转交的和被转交的物品，然后及时准确地执行转交。 Time to Train 培训时间: 30 minutes 30 分钟 Why is this task important for you and our guests? 为什么这个任务对你和你的客人非常重要？ Answers回 答: We must provide accurate items pick-up service to our guests. 我们必须提供给客人准确的物品转交服务？ Safety is one of the most important issues to our guests 对客人来说安全至关重要。 Increase guest satisfaction. 提升客人的满意度。 Demonstrate my professionalism. 展示我们的专业水准。 WHAT / STEPS 工作步骤 HOW/ STANDARDS 怎么做/工作标准 TRAINING QUESTIONS 提 问 1) Items left for outside guest 物品留给外面客人来取 Items left by an in-house guest that needs to be picked up by an outside party must be kept at the Concierge. 由住店客人留下给外面客人来取的物品一定是存放在礼宾部。 Items held for pick-up must be kept in a secure place. 一定要将客人物品存放在一个安全的位置。 The “Hold for Pickup Sheet” must be completed by the Concierge and initialed by the guest. 接受客人转交物品时一定要请客人填写物品转交单。 All the guest information must be noted on the Hold for Pick Up Sheet. 请客人按照有关规定填写所用有关信息。 The Concierge must verify the outside party’s’ identification, i.e. passport, ID, etc before handing over the item. 当外面客人来取物品时，一定要确认客人身份，如：护照，身份证等然后再转交物品。 The Concierge has to inform the in-house guest if the item has not been collected on the following day. 如果所转交物品在第二天没人来取，我们必须通知住店客人。 The guest is required to sign the Hold for Pickup Sheet when he/she collects the item. 在转交物品时，请取物品人在物品转交单上签名。 Concierge needs to inform the guest about ID requirements for a Third party to pick up left items. 在接受物品转交时，我们必须告知客人取物品时必须出示本人有效证件。 Where do we keep the items? 我们应该在哪存放转交物品？ What kind of information do we need to verify? 我们应该确认哪些有关信息？ Why do we need to inform t