AM-0004 LOST AND FOUND PROCEDURE失物招领程序.doc

Jiuzhai Complex
九寨饭店集群
Task Number:
序号:
FO-AM0004
Department:
部门:
FO assistant manager
前厅·大堂副理
Standard Operating Procedure
标准操作规程
Date Issued:
发行日:
01/2007
Time To Train:
培训时间:

20 minutes
分钟
Lost & Found Procedure
失物招领程序
Approved By:
批准人:

DOR
房务总监
Page 页码 4/4

Guest Expectation 客人期望:

I expect the hotel to provide a secure a safe environment for my person and my belongings with respect for my privacy. If I misplace something while I am a guest of the hotel’s I expect it to be returned.
我希望酒店尊重我的隐私，能为我人身和财产提供一个安全、可靠的环境。倘若我丢失了东西，希望能找回来。

Why is this task important for you and our guests?
为什么该任务对你和我们的客人都很重要？

Answers 答案:
1. Guest can experience our efficient and accurate service.客人能感受到我们高效的、无误的服务。
2. We must maximize guest satisfaction.我们必须让客人满意度最大化。
3. Avoid guest complaints.避免客人投诉。
4. Demonstrate my professionalism.表明我的职业水准。
5. Improve GSTS score.提高客人满意度调查分数。

STEPS步骤
How /Standards标准

Training Question培训的问题

1) How to handle valuable and non-valuable lost and found items
处理贵重的或不贵重的招领物品的方法

Guests’ Items found in the hotel public area must be handed over to the Housekeeping Department as soon as possible except for valuables.
除贵重物品外，在酒店公共区域拾到的客人物品必须尽快移交给客房部。

What are valuables?
什么是贵重物品？
2) Assistant Manager, and Housekeeping get involved in the procedure

大堂副理及客房部须介入该事件处理程序。

Guests’ valuables such as Passport, Credit Card and Jewelry must be reported to the Assistant Manager, who will secure such items separately in the safe deposit box and advise Housekeeping where the item is
secured. The key will be kept at Housekeeping. Housekeeping will note this advice in their Lost and Found Logbook.
客人的贵重物品，诸如护照、信用卡、珠宝，必须上报给大堂副理。他们将会分别在保险箱中保管这些物品，并告知客房这些物品保管在哪里。保险箱的钥匙由客房部保管并将在失物招领日志中记录下来。

Why does Housekeeping need to keep the Lost & Found record?
为什么客房必须记下失物招领记录呢？
3) Lost & Found logbook in Housekeeping
客房部的失物招领日志

The date, location that the item was found, description of the item and the name of the finder, must to be noted in the logbook.
在日志中必须写明找到失物的时间，地点，失物描述以及拾者姓名。

Why do we have to note down the name of the finder?
为什么我们必须记下拾者的姓名？
4) Housekeeping is the first department to be checked for the Lost & Found检查失物招领事宜，首先要检查客房部

If guests report they have lost something in the hotel public area, always check with Housekeeping Lost & Found Department first to see if they have a record of the lost items.
如果客人说他们在酒店公共区域丢失了东西，我们总是要先检查客房失物招领部门，看他们是否有物品丢失记录。

Why do we have to keep the Lost & Found item in Housekeeping Department?
为什么我们要在客房部保存好失物招领物品？
5) Verify with the guest before you return the Lost & Found item在你把招领物品还给客人前，须向客人核实

If Housekeeping has the lost item, verify guests identity and obtain a copy of photo ID. Return the item to the guest after the guest’s description matches the found item. And ask him to sign on the lost&fond form to verify the item has been returned.
如果客房有客人遗失物品，核实客人身份，并设法要一张有客人照片的身份证的复印件。当客人描述的物品特征与该遗失物品特征匹配时才把物品退还给客人。同时，让他在失物招领单上签字以便证实该遗失物品已经归还。

Why do we have to verify with the guest before we return the Lost & Found item?
为什么我们在把招领物品退还给客人之前要核实客人身份？
6) Handling the “Not Found” item处理“未找到”物品

If Housekeeping does not have the lost item, kindly explain to the guest that we don’t have any record of the item.
如果客房没有遗失的物品，应该向客人解释我们没有任何物品遗失记录。

If the guest requires further investigation the Security Manager must be informed immediately.
如果客人要求进一步调查，须立即通知安全部经理。

Why does the Security Manager need to be informed when police gets involved?
当公安部门要介入此事时，为什么要通知安全部经理？

Summary questions问题小结:
1. Why do we have to establish the Lost & Found procedure?为什么我们要建立失物招领程序？
2. Who gets involved when the lost item is valuable?对于贵重物品遗失，谁应该介入此事？
3. a) Why does Housekeeping need to keep the Lost & Found record?为什么客房需要做失物招领记录？
b) Why do we have to note down the name of the finder?为什么我们必须记下拾者姓名？
4. Why do we have to keep the Lost & Found item in Housekeeping Department?
为什么我们要把招领失物保管在客房部？
5. Why do we have to verify with the guest before we return the Lost & Found item?
为什么在我们把招领失物退还给客人之前，我们必须向客人做核实？
6. Why does only the Security Manager have the right to determine if the police need to be called?
为什么只有安全部经理有权利决定是否需要通知公安机关？

Now ask the Trainee to practice the whole task from start to end to test competency.
现在让学员从头到尾来练习整个作业，以便考察他们学习情况。
作业-招领程序 第 4 页 共 4 页