lost and found失物招領(lǐng)

1、STARDSTARDSTARDOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDURE標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序LOSTFOUND失物招領(lǐng)TASKNUMBER:任務(wù)號(hào)任務(wù)號(hào):GE0004DEPARTMENT:部門(mén)部門(mén):Housekeeping客房部DATEISSUED:制定日期制定日期:August20052005年8月GUESTEXPECTATION:客人期望客

2、人期望:IexpectmylostitemstobehledproperlyreturnedtomeifIaccidentallyfgetwhereIleavethem.我希望我偶爾遺忘的物品能夠得到妥善保存和歸還TIMETOTRAIN:培訓(xùn)時(shí)間培訓(xùn)時(shí)間:25minutes25分鐘Whyisthistaskimptantfyouourguests為什么這項(xiàng)任務(wù)對(duì)你及我們的客人都如此重要？為什么這項(xiàng)任務(wù)對(duì)你及我們的客人都如此重要？Answ

3、ers:回答回答:1.ItisimptantthatLost&FounditemsarehledproperlyinaccdancewiththeHotelprocedure.根據(jù)酒店的規(guī)定妥善處理客人的失物非常重要2.Iunderstthatourguestsexpecttohavelostitemsreturned.我能理解客人的失物希望能夠歸還3.Icanshowprofessionalism.我能展示我們的專業(yè)4.Returne

4、ditemstoGuestsdemonstratesourhonestyintegrity.歸還客人的失物體現(xiàn)我們的專業(yè)和誠(chéng)實(shí)WHATSTEPS步驟步驟HOWSTARDS如何做如何做標(biāo)準(zhǔn)標(biāo)準(zhǔn)TRAININGQUESTIONS培訓(xùn)問(wèn)題培訓(xùn)問(wèn)題WHATSTEPS步驟步驟HOWSTARDS如何做如何做標(biāo)準(zhǔn)標(biāo)準(zhǔn)TRAININGQUESTIONS培訓(xùn)問(wèn)題培訓(xùn)問(wèn)題3)Guestcalls客人電話Whentheguestcallsitemsmustb

5、econvincinglyidentifiedbytheguest.當(dāng)客人打電話通知需要失物時(shí)應(yīng)與客人核實(shí)物品的準(zhǔn)確性WhydoIneedtogettheexactdeion為什么需要核實(shí)4)Sendingtheitem送客人物品ExecutiveHousekeeperAssistantExecutiveHousekeepermustensurethattherightitemissenttotheguestfromtheConcier

6、gedesk.行政管家和行政副管家必須確保將準(zhǔn)確的物品通過(guò)禮賓部給客人TheGuestwillbeaskedhowheshewantstohavetheitemsentwhenheshewillstaywithusnexttimetohavetheitemhedovertotheguestpersonally.應(yīng)詢問(wèn)客人需要采取哪種方式給他她也許他她希望在下次入住時(shí)親自給他她Itemswillbesentonthehotel’sexpe

7、nsesasagestureofservicebythefastestwaypossible盡量用最快的郵寄方式來(lái)給郵寄給客人郵寄費(fèi)用由酒店來(lái)支付這是酒店的一項(xiàng)服務(wù)WhydoestheConciergesendtheitems為什么需要通過(guò)禮賓部來(lái)將物品送回給客人Whydoweasktheguesthowheshewantstohavetheitemssent為什么需要詢問(wèn)客人希望采取什么方式Whydoesthehotelpay為什么需

8、要由酒店來(lái)支付mmaryquestions:問(wèn)題概述問(wèn)題概述1.Whatisimptantwhenfindinganitem當(dāng)發(fā)現(xiàn)失物時(shí)應(yīng)注意什么2.Wheredoesthelost&founditemgo應(yīng)將失物放在什么地方3.Whatspeedisrequiredtodeliverlost&founditemstoHKOffice應(yīng)用多快的速度將失物送至辦公室4.WhatdoIhavetodoifaguestcallsadvises

9、theyhavelostanitem當(dāng)客人需要失物時(shí)應(yīng)怎樣做5.Whatchoicesfcollectioncanwepresenttotheguestoncewearesuretheitembelongstothem當(dāng)我們確認(rèn)了東西是客人的時(shí)候交還東西有哪幾種方式呢6.Whosendstheitem誰(shuí)去送失物Nowaskthetraineetopracticethetaskfromstarttoendtotestcompetency.