am-0004 lost and found procedure失物招領程序

1、TaskNumber:序號序號:FOAM0004JiuzhaiComplex九寨飯店集群九寨飯店集群Department:部門部門:FOassistantmanager前廳大堂副理DateIssued:發(fā)行日發(fā)行日:012007StardOperatingProcedure標準操作規(guī)程標準操作規(guī)程TimeToTrain:培訓時間培訓時間:20minutes分鐘ApprovedBy:批準人批準人:D房務總監(jiān)Lost&FoundProced

2、ure失物招領程序失物招領程序Page頁碼14作業(yè)招領程序第1頁共4頁GUESTEXPECTATION客人期望客人期望:Iexpectthehoteltoprovideasecureasafeenvironmentfmypersonmybelongingswithrespectfmyprivacy.IfImisplacesomethingwhileIamaguestofthehotel’sIexpectittobereturned.我希

3、望酒店尊重我的隱私，能為我人身和財產(chǎn)提供一個安全、可靠的環(huán)境。倘若我丟失了東西，希望能找回來。Whyisthistaskimptantfyouourguests為什么該任務對你和我們的客人都很重要？為什么該任務對你和我們的客人都很重要？Answers答案:1.Guestcanexperienceourefficientaccurateservice.客人能感受到我們高效的、無誤的服務。2.Wemustmaximizeguestsatis

4、faction.我們必須讓客人滿意度最大化。3.Avoidguestcomplaints.避免客人投訴。4.Demonstratemyprofessionalism.表明我的職業(yè)水準。5.ImproveGSTSsce.提高客人滿意度調(diào)查分數(shù)。STEPS步驟HowStards標準TrainingQuestion培訓的問題1)Howtohlevaluablenonvaluablelostfounditems處理貴重的或不貴重的招領物品的方法

5、Guests’ItemsfoundinthehotelpublicareamustbehedovertotheHousekeepingDepartmentassoonaspossibleexceptfvaluables.除貴重物品外除貴重物品外，在酒店公共區(qū)域拾到的客人物品必須盡快移交給客房部。Whatarevaluables什么是貴重物品？2)AssistantManagerHousekeepinggetinvolvedinthepr

6、ocedureGuests’valuablessuchasPassptCreditCardJewelrymustbereptedtotheAssistantManagerwhowillsecuresuchitemsseparatelyinthesafedepositboxadviseHousekeepingwheretheitemisWhydoesHousekeepingneedtokeeptheLost&Foundrecd為什么客房必

7、須記下失物招領記錄呢？TaskNumber:序號序號:FOAM0004JiuzhaiComplex九寨飯店集群九寨飯店集群Department:部門部門:FOassistantmanager前廳大堂副理DateIssued:發(fā)行日發(fā)行日:012007StardOperatingProcedure標準操作規(guī)程標準操作規(guī)程TimeToTrain:培訓時間培訓時間:20minutes分鐘ApprovedBy:批準人批準人:D房務總監(jiān)Lost&

8、FoundProcedure失物招領程序失物招領程序Page頁碼34作業(yè)招領程序第3頁共4頁人身份，并設法要一張有客人照片的身份證的復印件。當客人描述的物品特征與該遺失物品特征匹配時才把物品退還給客人。同時，讓他在失物招領單上簽字以便證實該遺失物品已經(jīng)歸還。6)Hlingthe“NotFound”item處理“未找到”物品IfHousekeepingdoesnothavethelostitemkindlyexplaintothegues

9、tthatwedon’thaveanyrecdoftheitem.如果客房沒有遺失的物品，應該向客人解釋我們沒有任何物品遺失記錄。IftheguestrequiresfurtherinvestigationtheSecurityManagermustbeinfmedimmediately.如果客人要求進一步調(diào)查，須立即通知安全部經(jīng)理。WhydoestheSecurityManagerneedtobeinfmedwhenpoliceget

10、sinvolved當公安部門要介入此事時，為什么要通知安全部經(jīng)理？Summaryquestions問題小結問題小結:1.WhydowehavetoestablishtheLost&Foundprocedure為什么我們要建立失物招領程序？2.Whogetsinvolvedwhenthelostitemisvaluable對于貴重物品遺失，誰應該介入此事？3.a)WhydoesHousekeepingneedtokeeptheLost&F

11、oundrecd為什么客房需要做失物招領記錄？b)Whydowehavetonotedownthenameofthefinder為什么我們必須記下拾者姓名？4.WhydowehavetokeeptheLost&FounditeminHousekeepingDepartment為什么我們要把招領失物保管在客房部？5.WhydowehavetoverifywiththeguestbefewereturntheLost&Founditem為什