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 1.处理

2.移交到办公室

怎么做 为什么 --任何发现的失物要立统一失物招领的管理，确即交到客房部办公室

保客人行李的安全，以示对客--客房部办公室负责管人的尊重

理失物招领的事宜

--退房的遗留物都当作

通过细心便捷的服务显

失物对待。一发现有失便立即示出我们对客人的关心 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确保客人行李的安全，显失物招领记录表上

示出对客人的尊重并使其感

--进午餐时要进行交接，到在酒店很安全 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，员工应确保客人物品的安全是该在进午餐之前或是在去客对客人的尊重

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

正确处理客人物品以示

3.记录

4.保存

事宜还不清楚，应当立即联系对客人的尊重 主管

--为了便于询问和查找

客房部行政人员应负责失物确认客人的询问，通过认招领的事宜，在记录本上应记真做好自己的工作向客人展下包括日期、地点、物品名称示我们为其服务的诚意

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-保护好客人的物品、照在前厅部的保险箱里

顾好客人的行李显示出我

--保证客人衣物的洁净，们 对客人的关心 可以洗的衣物送到洗衣房清 洗

--办公室行政人员应在

通过对工作的认真负责

当天将失物交到储藏室，失物以示我们我们努力使客人满在送出客房部办公室之前必

意

须做好失物招领表并将其附

5.认领

于失物上然后交到失物储藏将客人的失物保存在储室

藏显示出我们对客人物品的--注意要按照时间顺序尊重

放置物品

--当客人认领失物 时， 当客人致电寻找失物时，文员应询问时间、地点及失物我们能很快地找出来，为客人的特征

提供快速的服务

--客人认领失物时应出

示身份证或是护照。最后，要

确保服务的准确性，以示

礼貌地请客人在收据上签字。我们对失物招领的重视 参照失物招领表

--如果客人住在酒店，可为客人提供周到的服务以通知办公室行政人员将失以示对客人的尊重

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

快速准确地将失物交换

--若客人要求送还失物，客人。遵照客人的指示为其服应当问清楚客人的准确住址、务显示出我们对客人的尊重，电话号码并通知客房部行政客人的需要比我们的程序更管家

重要

6.无人认领

--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。

-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 TASK NO: Butler 013 JOB TITLE: Butler TASK: Lost and Found Procedure EQUIPMENT REQUIRED: Lost and Found list / Logbook / Pen / Bags WHAT TO DO 1. Handling HOW TO DO -Any Lost and Found WHY To unify the respective floor or section. item is to be turned into administration of Lost and 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. 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 -Hand it over while you make him / her feel safe in the hotel. For proper care of a 2.Handover the item to go for office. lunch. Never put any found item in the pantry, or guest belonging shows our on the trolley. respect. -When turning the Lost and found please note the accurate place or room number where found. Pls. To ensure the safety of sign on the L&F sheet for guest belongings is to acknowledgement of handed show respect to guests. 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 Ensure to handle the guest belongings correctly your lunch time or whenever as to show our respect to you go down to office. -If you have any question about Lost and Found, you should contact your Supervisor right away. 3. Recording -In order to handle Ensure the inquires of guests. inquires and find easily, guest, by taking care with the order taker of our work we show our guests Housekeeping Department is that we are sincere in our responsible for the Lost and Found logbook, the logbook includes the date, efforts to please them. 4. Storage 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, Protect guest belongings, taking care of a guest belongings and show our care for the guests. By taking care with our the valuable articles such work we show our guest that as cash, wallets, cameras, we are sincere in our etc. should be stored in the safe of Front Office. -Ensure the efforts to please them. Keeping the guest belongings in store room shows our respect toward 5. Claiming 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 the guest belongings. If a guest calls for an store room within that day. item we can easily locate Lost and Found items should it and so give the guest not be left unattended in quick service. the Housekeeping Office, Ensure the service but should be placed in the accurately in order to show Lost and Found store room. attention to guest’s Lost -Pay attention to place items based on the order of the date. -When guests claim the lost items. The order taker should inquire about the time, the place, and the characteristic of the lost item. Provide first class service for guests to show and Found. -The identity card or our respect to them. 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 To give the Lost and Found to guests immediately and accurately. To show the respect to the guest according to their claims the Lost and Found instruction. Their needs 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 are more important than our procedure. Ensure guest is satisfied by our service. 6. Unclaiming send the Lost and Found back, you should inquire the correct address and phone number of the guest and inform the Executive Housekeeper. Make guests fully feel the attention of hotel. Adhere to the policies -To ensure the safety of the hotel and inspire 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.

the staff to make them feel care.