酒店前台操作流程

STANDARD OPERATING PROCEDURES

标准操作程序

Subject 主题

Lost & Found

at Check In

失物招领

Effective Date

执行日期

August 15, 2009

2009年8月15日

Policy No 制度编号FO-FD-017Issued by

发布

FOM

前厅部经理

Page 页数1 of 1

第一页

Approved by

批准人

General Manager

总经理

Distribution 分发Executive Committee Department Heads A&B 行政委员会、部门经理A&B级

Objective

目标

●To provide guests with good hospitality

为客人提供盛情的服务。

●To return guest belongings in a safe and accurate way

以安全正确的方式归还客人的物件

Policy Statement

政策阐述

It is the hotel’s policy to remind al l repeat guests of their lost & found items upon check in.

这是酒店关于在前台接待处提醒所有客人其失物招领的物件的政策。

Procedures

程序

1.The Housekeeping Department will directly key in the lost and found into the guest history,

e.g. [L&F – 16AUG,99: 00356]

客房部将在失物招领处直接提供线索，如：[L&F – 16AUG,99: 00356]。

2.The Housekeeping will not put the description of the item, but only the voucher number, into the guest history in order to prevent unpleasant scenes at Front Desk.

客房部员工将不提供除凭证号码外的详细信息，以免在前台发生不愉快的场面。3.Upon check in the Front Desk Agent will remind the guest that he forgot some items during his last stay.

在前台的接待处将提醒客人在他住宿期间的忘记的物件。

4.After receiving confirmation from the guest, the Front Desk Agent will contact the Housekeeping to send the items to the guestroom.

在客人提供确切的相关信息后，前台通知客房部送还物件到客人房间。