FO-SOP-Operator-24. Lost and found

营运标准规章制度 – OPERATIONAL STANDARDS MANUAL 更新日期 UPDATE: 有效对象 May 24, 2103 FO-SOP-Operator 编号 -24 DEPARTMENT & CODE: VALID FOR: 分发 DISTRIBUTION: 主题 SUBJECT: 总经理, 前厅部经理, General Manager, Front Office Manager， 失物招领 Lost and found 标准： Standard: 遗失物品必须系统化处理以减少客人的不便，从而提高酒店员工的专业水平。 Lost and Found items must be handled systematically to minimize guest inconvenience and to promote the professionalism of the hotel staff. 程序： Procedures: 1. 如果客人退房后有个人物品遗落，所有物品必需立即送到客房部,以防客人致电查询遗留物品，客房部文员在“遗失物品”表格上记录 If a guest has checked out and there are personal items left behind, imperative that all items go down to Housekeeping immediately in case the guest calls and inquires about the items. HSKP clerk should fill out a “Lost & Found” form 2. 如果离店客人电话查询失物，宾客服务中心接待员询问客人姓名、房号和离店日期，物品描述如物品名称，品牌，颜色，数量等信息，查询客房部失物记录，答复客人。如果客人要求邮寄， 应说明邮资将由客人支付，确认客人的联系电话和地址，将要求通知客房部主管去跟进处理。 If a check-out guest calls and inquires about the lost items, operator ask guest’s name, room number and check out date, lost article description such as article name, brand, colour, quantities, then check the HSKP Lost & Found record ,answer the guest. If guest request to post lost article to him/her, state that the post charge will be paid by guest, confirm guest’s address and contact number, forward guest’s request to HSKP shift leader. 3. 如果在住客人查询失物，总机问客人丢失时间，物品描述如物品名称，品牌，颜色，数量等信息，然后通知客房部当班主管查询客人失物信息回复客人。 If in house guest ask for lost article, ask guest lost time and lost article description, confirm guest name and room number, then inform HSKP shift leader to check and call back to the guest. 审批： APPROVAL: 起草人 Prepared by: 批准人 Approved by: 批准人 Approved by: Initiater Financial Controller 日期 Date: 日期 Date: 日期 Date: General Manager ? M?venpick Hotels & Resorts Page 1 of 1