凯悦酒店餐饮服务模块—如何处理失物招领物品.pptVIP

Introduction前言 We want every Guest to feel the Hyatt Touch! 我们要让每一位客人感受到凯悦温情！ Let us delight our guests with our enthusiastic service attitude demonstrated through Flexibility, Initiative, Teamwork and Sincerity. 让我们成为“优态使者”，灵活主动，真诚待客 Objective目标 By the end of this session, our objective is to ensure that you have learned “How to handle Lost and Found Items” with confidence, and according to our defined standards. 到这次课程结束的时候，我们的目标是要确保你学会 如何按照我们酒店的标准，自信地“处理失物招领”。 Any Questions? 有问题吗？ Items Left behind遗失物品 What are some popular Items that are left behind? 什么物品最容易被遗忘？ Mobile phones 移动电话 Jackets 夹克 Umbrellas 雨伞 Items Left behind遗失物品 What are some popular Items that are left behind? (Cont’d) 什么物品最容易被遗忘？（续） Documents 文件 Wallets 钱包 2. Pick up the Item 捡拾物品 When handling the Item what do we need to ensure? 当处理这些物品时应该确保什么？ Take great care with the Item, so as not to damage it 特别小心地处理，不能对物品造成任何损害 3. Report Lost and Found报告失物招领 Who do we need to inform? 我们需要通知谁？ The manager or assistant manager of your restaurant/bar 所在餐厅/酒吧的经理或副理 3. Report Lost and Found报告失物招领 What do we do if the item is expensive? 如果拾到贵重物品时我们如何做？ If the item is very expensive for example a ring, laptop, jewellery inform the Assistant Manager as soon as possible 如果是很贵重的物品例如戒指、手提电脑、珠宝，尽快通知大堂副理 4. Contact the Guest联络客人 How do we contact the guest? 我们如何联系客人？ Refer to the Reservation Book for the guests contact telephone number 查阅预订簿上的客人联系电话 If in house refer to Reservation Book to check for room number 如果是酒店住客查阅预订簿的房间号码 4. Contact the Guest联络客人 When do we need to call the guest? 我们什么时候联系客人？ As soon as possible 尽快 What do we need to ask the guest? 我们需要询问客人什么？ We need to check if item belongs to the guest 我们需要询问物品是否属于客人 Check when the guest would like to pick up the item 询问客人什么时候取回物品 4. Contact the Guest联络客人 What if we are unable to contact the guest? 如果我们不能联系客人，该怎么办？ Take the items to housekeeping immediately 把物品马上交给客房部