1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 54TASK: Lost and found procedureEQUIPMENT REQUIRED设备要求设备要求:WHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY
2、为什么When in house guest is inquiring about lost items.Check with Lost and Found DEPARTMENT部门.Check with guests inquiring about lost items.Holds the phone line if guest insist to wait or get telephone number to call back.If guest wants us to keep until next visit.If guest wants us to send the item bac
3、k to them.Establish eye contact.Listen carefully and note down details.a) When did they lose the item?b) Location of the itemc) Description of the itemCheck system if there is an item in or not.Call HSKP to reconfirm the item,if found them delivering to guest room.If item is not found, apologize to
4、the guest and inform guest we will follow up.Listen carefully and note down details.Check with system record.Call the HSKP if the item has been recorded.If the item is there check with guest which way they want to get back.Key in the guest history to remind staff returning the item to guest on next
5、visit.Record down guest mail address, fax number, get cash from cashier by guest approval letter, send out the item, parcel receipt by fax to make sure guest received.To ensure that the correct item is given or found.Because we will consistent in our delivery of quality service with special attentio
6、n.To ensure that guest acknowledge receiving items. Guest satisfaction is our first concern.Follow up with security.Do more for our customer, give them satisfaction even they leave hotel, so they will become return guests.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP4
