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1、精选优质文档-倾情为你奉上 STANDARD OPERATING PROCEDURES标 准 操 作 程 序 HSKP - 001Lost and Found 失物招领HSKP - 002Entering Guest Rooms 进入客房 HSKP - 003Shoe Shine Service 擦鞋服务HSKP 004 GUEST REQUEST ITEMS 客人要求项目HSKP - 005Guest Request Items 客人要求项 HSKP - 006Room Wait Requests 房间等候要求 HSKP - 007Work Orders 维修通知单HSKP - 008All
2、owing Access To Guest Rooms 允许进入客房HSKP - 009Gratuities / Tips 赠物/小费HSKP - 010Chain Of Command 指挥系统 HSKP - 011Handling Guest Laundry 处理客人洗衣 HSKP - 012Definition of A Guest 一个客人的定义HSKP - 013 Handle Guest Complaints 处理客人投诉HSKP - 014Job Safety 工作安全 HSKP - 015 Equipment Usage 设备使用HSKP - 016 Newspaper & M
3、agazines 报刊杂志HSKP - 017 Reception Service 接待服务 HSKP - 018Quality Control 质量控制HSKP - 019Normal, Express and Pressing Service 正常，快洗及烫衣服务HSKP - 020Guest Laundry Pick Up & Distribution 客人送洗衣物收集发放 STANDARD OPERATING PROCEDURESSubject: LOST AND FOUND失物招领Effective Date: 4. 2010Policy No: HSKP-001Issued by:
4、 EXE.HousekeeperPage: 1 of 4Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective目标 To ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner.确保失物招领程序能被完全地执行，以便在客人询问时能及时地反应。Policy Stateme
5、nt政策 It is the policy of Hotel that Employees are expected to check-out rooms thoroughly for items left behind from the Previous guest. Any Lost & Found items are required to be properly logged and bagged. Employees should record information including their name, the room number and the date the ite
6、m was found. Then, they should turn it into the Lost & Found Office in a timely manner for further tagging purposes.使员工在离店房彻底检查客人遗留的物品，所有丢失物品应被登记及包装，应记录包括员工姓名，房号，日期等相关信息。然后员工应将这些物品及时上交给失物招领处，以便进一步作好标记工作。Procedure:程序LOST ITEMS丢失物品Should any item be reported lost within the confines of the hotel, all
7、inquires are to be directed to the Housekeeping Department which is responsible for the recording and storage of all unclaimed items.任何在酒店范围内丢失的物品提出丢失，应直接向客房部提出，该部门负责记录及保存所有无人认领的物品。These items must be logged and include:所有失物应被登记，包括以下项目：Name & Address姓名及地址Item description物品描述Where lost, when and time
8、何处何时丢失Contact telephone number联系电话Should it be found that Housekeeping has no record of the item in question, then further inquires should be directed to security and/or Guest Service Manager on duty. Should the request be after hours then the information is to be passed the Guest Service Manager wh
9、o will follow up with Housekeeping at the earliest opportunity.若该物品在客房部未被记录，应直接向当值的保安或宾客服务经理提出。报失完毕后所有信息应交宾客服务经理，他将会同客房部跟进工作以尽快解决。FOUND ITEMS 拾到物品All items regardless of their apparent value (or lack thereof) will be handed into the Housekeeping Department for Safekeeping and recording purposes. The
10、 items in question will be held in storage for a period of ninety (90) days or if recognized as a valuable and attractive item, one hundred and eight (180) days in the Front Officessafe.所有物品不论价值必须被上缴客房部保存及记录。这些物品将被保存90天，若属高价值物品将被保存在前厅部保险箱180天。At the end of these periods the items, if not claimed, wi
11、ll be returned to the finder for removal from Hotel or, if not wanted, passed to a recognized charity or destroyed.若逾期仍无人认领，将交给发现人带出酒店，或移交给经过验证的慈善机构，或销毁。FOUND ITEM(S)拾到物品1. The item is conveyed to Office Clerk in Housekeeping office.物品将被转交给客房部办公室人员。2. The item and details surrounding its discovery are logged into the Log Book.物品及与其发现相关的细节将被登记在登记本中。 Finders Name and Department 发现人姓名及部门 Item(s) description 物品描述 Where Found 拾到地点 Date found 日期3. The Assigned Housekeeping Employee will place the item(s) into a plastic bag a
