STANDARD OPERATING PROCEDURE
标准操作程序
LOST AND FOUND
失物招领
Task Number
务号
GE0004
Department
部门
Housekeeping
客房部
Date Issued
制定日期
August 2005
2005年8月
Guest Expectation
客期
I expect my lost items to be handled properly and returned to me if I accidentally forget where I leave them
希偶尔遗忘物品够妥善保存
Time to Train
培训时间
25 minutes
25分钟
Why is this task important for you and our guests
什项务客重？
Answers
回答
1 It is important that Lost & Found items are handled properly in accordance with the Hotel procedure根酒店规定妥善处理客失物非常重
2 I understand that our guests expect to have lost items returned理解客失物希够
3 I can show professionalism展示专业
4 Returned items to Guests demonstrates our honesty and integrity 客失物体现专业诚实
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
1) Handling Lost and Found
处理客失物
Any Lost and Found item are to be turned in to the Housekeeping Office immediately
酒店发现失物应立交客房办公室
Never put any found item in the pantry or in other locations or on a trolley
绝允许失物放工作间方工作车
Housekeeping Office is responsible for the administration of all Lost and Found
客房部办公室负责失物理
Anything left in an empty room or other guest area should be treated as a Lost and Found item
空房区域捡物品必须作失物招领
Immediately call the Housekeeping Office when any item is found
果发现物品应该马电话客房部办公室
Why can I not leave the item in the Pantry or on the trolley until my shift ends
什失物放工作车工作间班
Is something as small as a telephone adaptor treated as a lost & found item
象电话转换插座种类型物品作失物招领
2) Handover the item to office
物品交接客房部办公室
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
失物办公室失物招领注明日期捡时间放失物招领柜里面锁
The lost item will be marked with numbered tag The number corresponds with the number in the log book
失物应注明编号面号码必须失物招领号码样
If you have any question about Lost and Found you should contact your Supervisor right away
果您发现失物什题话应时通您
If the lost item has value (jewelry camera etc) the Security Manager gets involved
果失物贵重物品机珠宝等保安部理需建立相关档案
Valuable items must be put into the FO safe and Executive Management informed including the Housekeeper
Why does the FL Supervisor take the item to the HK office
什需失物客房部办公室
Why does the item need to be marked with a number
什失物需编号
Why do valuable items need to be separately locked什贵重物品需特琐起
值班理厅副理起应贵重失物锁进前厅保险柜里面
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
3) Guest calls
客电话
When the guest calls items must be convincingly identified by the guest
客电话通知需失物时应客核实物品准确性
Why do I need to get the exact description
什需核实
4) Sending the item
送客物品
Executive Housekeeper or Assistant Executive Housekeeper must ensure that the right item is sent to the guest from the Concierge desk
行政家行政副家必须确保准确物品通礼宾部客
The Guest will be asked how heshe wants to have the item sent or when heshe will stay with us next time to have the item handed over to the guest personally
应询问客需采取种方式许希次入住时亲
Items will be sent on the hotel’s expenses as a gesture of service by the fastest way possible
量快邮寄方式邮寄客邮寄费酒店支付酒店项服务
Why does the Concierge send the items
什需通礼宾部物品送回客
Why do we ask the guest how heshe wants to have the items sent
什需询问客希采取什方式
Why does the hotel pay
什需酒店支付
mmary questions
问题概述
1 What is important when finding an item发现失物时应注意什
2 Where does the lost & found item go应失物放什方
3 What speed is required to deliver lost & found items to HK Office 应快速度失物送办公室
4 What do I have to do if a guest calls and advises they have lost an item客需失物时应样做
5 What choices for collection can we present to the guest once we are sure the item belongs to them确认东西客时候交东西种方式呢
6 Who sends the item谁送失物
Now ask the trainee to practice the task from start to end to test competency
现培训生步骤头位进行实践操作做测试
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STANDARD OPERATING PROCEDURE
标准操作程序
LOST AND FOUND
失物招领
Task Number
务号
GE0004
Department
部门
Housekeeping
客房部
Date Issued
制定日期
August 2005
2005年8月
Guest Expectation
客期
I expect my lost items to be handled properly and returned to me if I accidentally forget where I leave them
希偶尔遗忘物品够妥善保存
Time to Train
培训时间
25 minutes
25分钟
Why is this task important for you and our guests
什项务客重？
Answers
回答
1 It is important that Lost & Found items are handled properly in accordance with the Hotel procedure根酒店规定妥善处理客失物非常重
2 I understand that our guests expect to have lost items returned理解客失物希够
3 I can show professionalism展示专业
4 Returned items to Guests demonstrates our honesty and integrity 客失物体现专业诚实
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
1) Handling Lost and Found
处理客失物
Any Lost and Found item are to be turned in to the Housekeeping Office immediately
酒店发现失物应立交客房办公室
Never put any found item in the pantry or in other locations or on a trolley
绝允许失物放工作间方工作车
Housekeeping Office is responsible for the administration of all Lost and Found
客房部办公室负责失物理
Anything left in an empty room or other guest area should be treated as a Lost and Found item
空房区域捡物品必须作失物招领
Immediately call the Housekeeping Office when any item is found
果发现物品应该马电话客房部办公室
Why can I not leave the item in the Pantry or on the trolley until my shift ends
什失物放工作车工作间班
Is something as small as a telephone adaptor treated as a lost & found item
象电话转换插座种类型物品作失物招领
2) Handover the item to office
物品交接客房部办公室
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
失物办公室失物招领注明日期捡时间放失物招领柜里面锁
The lost item will be marked with numbered tag The number corresponds with the number in the log book
失物应注明编号面号码必须失物招领号码样
If you have any question about Lost and Found you should contact your Supervisor right away
果您发现失物什题话应时通您
If the lost item has value (jewelry camera etc) the Security Manager gets involved
果失物贵重物品机珠宝等保安部理需建立相关档案
Valuable items must be put into the FO safe and Executive Management informed including the Housekeeper
Why does the FL Supervisor take the item to the HK office
什需失物客房部办公室
Why does the item need to be marked with a number
什失物需编号
Why do valuable items need to be separately locked什贵重物品需特琐起
值班理厅副理起应贵重失物锁进前厅保险柜里面
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
3) Guest calls
客电话
When the guest calls items must be convincingly identified by the guest
客电话通知需失物时应客核实物品准确性
Why do I need to get the exact description
什需核实
4) Sending the item
送客物品
Executive Housekeeper or Assistant Executive Housekeeper must ensure that the right item is sent to the guest from the Concierge desk
行政家行政副家必须确保准确物品通礼宾部客
The Guest will be asked how heshe wants to have the item sent or when heshe will stay with us next time to have the item handed over to the guest personally
应询问客需采取种方式许希次入住时亲
Items will be sent on the hotel’s expenses as a gesture of service by the fastest way possible
量快邮寄方式邮寄客邮寄费酒店支付酒店项服务
Why does the Concierge send the items
什需通礼宾部物品送回客
Why do we ask the guest how heshe wants to have the items sent
什需询问客希采取什方式
Why does the hotel pay
什需酒店支付
mmary questions
问题概述
1 What is important when finding an item发现失物时应注意什
2 Where does the lost & found item go应失物放什方
3 What speed is required to deliver lost & found items to HK Office 应快速度失物送办公室
4 What do I have to do if a guest calls and advises they have lost an item客需失物时应样做
5 What choices for collection can we present to the guest once we are sure the item belongs to them确认东西客时候交东西种方式呢
6 Who sends the item谁送失物
Now ask the trainee to practice the task from start to end to test competency
现培训生步骤头位进行实践操作做测试
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档
