am-0004 lost and found procedure失物招領(lǐng)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(biāo)準(zhǔn)操作規(guī)程標(biāo)準(zhǔn)操作規(guī)程TimeToTrain:培訓(xùn)時間培訓(xùn)時間:20minutes分鐘ApprovedBy:批準(zhǔn)人批準(zhǔn)人:D房務(wù)總監(jiān)Lost&FoundProced

2、ure失物招領(lǐng)程序失物招領(lǐng)程序Page頁碼14作業(yè)招領(lǐng)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(wù)對你和我們的客人都很重要？為什么該任務(wù)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(wù)。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(zhǔn)。5.ImproveGSTSsce.提高客人滿意度調(diào)查分?jǐn)?shù)。STEPS步驟HowStards標(biāo)準(zhǔn)TrainingQuestion培訓(xùn)的問題1)Howtohlevaluablenonvaluablelostfounditems處理貴重的或不貴重的招領(lǐng)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(lǐng)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(biāo)準(zhǔn)操作規(guī)程標(biāo)準(zhǔn)操作規(guī)程TimeToTrain:培訓(xùn)時間培訓(xùn)時間:20minutes分鐘ApprovedBy:批準(zhǔn)人批準(zhǔn)人:D房務(wù)總監(jiān)Lost&

8、FoundProcedure失物招領(lǐng)程序失物招領(lǐng)程序Page頁碼34作業(yè)招領(lǐng)程序第3頁共4頁人身份，并設(shè)法要一張有客人照片的身份證的復(fù)印件。當(dāng)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(lǐng)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(yīng)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(jìn)一步調(diào)查，須立即通知安全部經(jīng)理。WhydoestheSecurityManagerneedtobeinfmedwhenpoliceget

10、sinvolved當(dāng)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(jié)問題小結(jié):1.WhydowehavetoestablishtheLost&Foundprocedure為什么我們要建立失物招領(lǐng)程序？2.Whogetsinvolvedwhenthelostitemisvaluable對于貴重物品遺失，誰應(yīng)該介入此事？3.a)WhydoesHousekeepingneedtokeeptheLost&F

11、oundrecd為什么客房需要做失物招領(lǐng)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(lǐng)失物保管在客房部？5.WhydowehavetoverifywiththeguestbefewereturntheLost&Founditem為什