希尔顿酒店失物招领标准操作(中英).doc

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希尔顿酒店失物招领标准操作（中英）部门：客房部职位：行政楼层服务员任务号：行政楼层 013 任务：失物招领装备要求：日工作表/笔做什么怎么做为什么 1.处理 2.移交到办公室 3.记录 4.保存 5.认领 6.无人认领 --任何发现的失物要立即交到客房部办公室 --客房部办公室负责管理失物招领的事宜 --退房的遗留物都当作失物对待。一发现有失便立即致电客房部办公室。失主可在任何时候询问情况。客房部文员或秘书将失物情况记录在失物招领记录表上 --进午餐时要进行交接，能放在工作间或工作车上 --交失物的时候要记下准确的地点、房号。办公室在接收失物时要在失物招领表上做下记录。 --不要把失物留在楼层工作间或是其它地方，员工应该在进午餐之前或是在去客房部办公室的时候将失物交到客房部办公室去 --若对失物招领的有关事宜还不清楚，应当立即联系主管 --为了便于询问和查找客房部行政人员应负责失物招领的事宜，在记录本上应记下包括日期、地点、物品名称和发现人 --客房服务员一接到宾客服务经理打来的关于失物招领的电话应立即进行详细的记录 --将相关信息记录在失物招领表上，并将表附于袋上注意表要紧附于袋上以免丢失 --将信息输入电脑系统以备客人询问 --要确保客人物品的安全，保护好客人的物品、如现金、钱包、相机等，应存放在前厅部的保险箱里 --保证客人衣物的洁净，可以洗的衣物送到洗衣房清洗 --办公室行政人员应在当天将失物交到储藏室，失物在送出客房部办公室之前必须做好失物招领表并将其附于失物上然后交到失物储藏室 --注意要按照时间顺序放置物品 --当客人认领失物时，文员应询问时间、地点及失物的特征 --客人认领失物时应出示身份证或是护照。最后，要礼貌地请客人在收据上签字。参照失物招领表 --如果客人住在酒店，可以通知办公室行政人员将失通知办公室行政人员将失物送到客人的房间，要按照标准程序进行 --若有人替失主认领失物要求出示失主的信件/传真或是手写的申请表，还需要失主的身份证或护照复印件 --若客人要求送还失物，应当问清楚客人的准确住址、电话号码并通知客房部行政管家 --为确保客人物品的安全，房部行政管家应直接对贵重物品负责 --无人认领的失物3个月后发给发现人 -无人认领的物品每3月发放一次，贵重物品将保留一年 --客房部文员应将所有记录归档 --当把失物从酒店中带走的时候，所有员工都要有由客房经理签发的出门条才可以将物品带出酒店。统一失物招领的管理，确保客人行李的安全，以示对客人的尊重通过细心便捷的服务显示出我们对客人的关心确保客人行李的安全，显示出对客人的尊重并使其感到在酒店很安全确保客人物品的安全是对客人的尊重正确处理客人物品以示对客人的尊重确认客人的询问，通过认真做好自己的工作向客人展示我们为其服务的诚意 -保护好客人的物品、照顾好客人的行李显示出我们对客人的关心通过对工作的认真负责以示我们我们努力使客人满意将客人的失物保存在储藏显示出我们对客人物品的尊重当客人致电寻找失物时，我们能很快地找出来，为客人提供快速的服务确保服务的准确性，以示我们对失物招领的重视为客人提供周到的服务以示对客人的尊重快速准确地将失物交换客人。遵照客人的指示为其服务显示出我们对客人的尊重，客人的需要比我们的程序更重要 -确保客人对我们服务的满意最大程度地向客人显示我们的尊重 DEPARTMENT: Housekeeping JOB TITLE: Butler TASK NO: Butler 013 TASK: Lost and Found Procedure EQUIPMENT REQUIRED: Lost and Found list / Logbook / Pen / Bags WHAT TO DO HOW TO DO WHY 1. Handling respective floor or section. 2.Handover the item to office. -Any Lost and Found item is to be turned into the Housekeeping Office immediately. -Housekeeping Office is responsible for the administration of all Lost and Found. -Anything in a C/O room should be treated as a L&F item. Immediately call to Housekeeping Office when any item is found. The owner may call to inquire any times. -Housekeeping Dept. Order Taker or secretary should record it in the L&F record book. -Hand it over while you go for lunch. Never put any found item in the pantry, or on the trolley. -When turning the Lost and found please note the accurate place or room number where found. Pls. sign on the L&F sheet for acknowledgement of handed over item to office. -Don’t leave any Lost and found item in the floor pantry or in other locations. All items must be turned in to the -Housekeeping Office at your lunch time or whenever you go down to office. -If you have any question about Lost and Found, you should contact your Supervisor right away. To unify the administration of Lost and Found to ensure the safety of guest’s belonging is to show respect to guest. Care for the guest is shown by our careful and prompt service. To ensure the Safety of guest belonging is to show your respect to them and make him / her feel safe in the hotel. For proper care of a guest belonging shows our respect. To ensure the safety of guest belongings is to show respect to guests. Ensure to handle the guest belongings correctly as to show our respect to guests. 3. Recording 4. Storage 5. Claiming -In order to handle inquires and find easily, the order taker of Housekeeping Department is responsible for the Lost and Found logbook, the logbook includes the date, the place, the article’s name and the finder for all items. -All details must be recorded right away after she/he received call from guest service manager of reporting L&F. -Register all the information in the Lost and Found form and attached it to the bag. Pay attention to attach it securely to avoid losing it. -Also enter all information in the computer system to assist with guest inquiries. -To ensure the safety of the guest belongings, the valuable articles such as cash, wallets, cameras, etc. should be stored in the safe of Front Office. -Ensure the cleanliness of guest’s clothes and give the clothes which are able to wash to the Laundry Department. -Order taker of every shift should submit the Lost and Found in the store room within that day. Lost and Found items should not be left unattended in the Housekeeping Office, but should be placed in the Lost and Found store room. -Pay attention to place items based on the order of the date. -When guests claim the lost items. The order taker should inquire about Ensure the inquires of guest, by taking care with our work we show our guests that we are sincere in our efforts to please them. Protect guest belongings, taking care of a guest belongings and show our care for the guests. By taking care with our work we show our guest that we are sincere in our efforts to please them. Keeping the guest belongings in store room shows our respect toward the guest belongings. If a guest calls for an item we can easily locate it and so give the guest quick service. Ensure the service accurately in order to show attention to guest’s Lost and Found. 6. Unclaiming the time, the place, and the characteristic of the lost item. -The identity card or passport should be presented by the guest during the claiming process . By the end, the guest should be politely requested to sign receipt of the Lost and Found item. See Lost & Found claim form. -If guests stay in the hotel, you can inform the order taker to send the Lost and Found to the guests’ room, and the standard procedure is follow. -If someone else claims the Lost and Found for the owner, then a letter / fax or written request from the owner is required, including a copy of the owner’s identity card and passport. -If the guest calls to send the Lost and Found back, you should inquire the correct address and phone number of the guest and inform the Executive Housekeeper. -To ensure the safety of guest belongings, Executive Housekeeper is directly responsible for all valuable Lost and Found items. -Open food items can be taken by founder same day. - Open drinks items given to F&B for disposal immediately. Provide first class service for guests to show our respect to them. To give the Lost and Found to guests immediately and accurately. To show the respect to the guest according to their instruction. Their needs are more important than our procedure. Ensure guest is satisfied by our service. Make guests fully feel the attention of hotel. Adhere to the policies of the hotel and inspire the staff to make them feel care.

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