1、HILTON CHONGQINGSTANDARD OPERATION PROCEDUREDEPARTMENT: HousekeepingJOB TITLE: ButlerTASK NO: Butler 013TASK: Lost and Found ProcedureEQUIPMENT REQUIRED: Lost and Found list / Logbook / Pen / BagsWHAT TO DOHOW TO DOWHY1. Handling respective floor or section.2.Handover the item to office.-Any Lost an
2、d Found item is to be turned into the Housekeeping Office immediately. -Housekeeping Office is responsible for the administration of all Lost and Found.-Anything in a C/O room shouldbe treated as a L&F item.Immediately call to Housekeeping Office when any item is found. The owner may call to inquire
3、 any times.-Housekeeping Dept. Order Taker or secretary shouldrecord it in the L&Frecord book.-Hand it over while you go forlunch. Never put any founditem in the pantry, or on the trolley.-When turning the Lost and found please note the accurate place or room number where found. Pls. sign on the L&F
4、 sheet for acknowledgement of handed over item to office.-Dont 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 your lunch time or whenever you godown to office.-If you have any question about Lost and Found, you shou
5、ld contact your Supervisor right away.To unify the administration of Lost and Found to ensure the safety of guests 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 make him
6、/ her feel safe in the hotel.For proper care of a guest belonging shows our respect.To ensure the safety of guest belongings is to show respect to guests.Ensure to handle the guest belongings correctly as to show our respect to guests.PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth DESIGNATIONExe
7、cutive HousekeeperSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEHILTON CHONGQING STANDARD OPERATION PROCEDUREDEPARTMENT: HousekeepingJOB TITLE: ButlerTASK NO: Butler 013TASK: Lost and Found ProcedureEQUIPMENT REQUIRED: Lost and Found list / Logbook / Pen / BagsWHAT TO DOHOW TO DOWHY3. Record
8、ing 4. Storage5. Claiming-In order to handle inquires and find easily, the order taker of Housekeeping Department is responsible for the Lost and Found logbook, the logbook includes the date, the place, the articles name and the finder for all items. -All details must be recorded right away after sh
9、e/hereceived call from guestservice 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 sa
10、fety of the guest belongings, the valuable articles such as cash, wallets, cameras, etc. should be stored in the safe of Front Office.-Ensure the cleanliness of guests clothes and give the clothes which are able to wash to the Laundry Department.-Order taker of every shift should submit the Lost and
11、 Found in the store room within that day. Lost and Found items should not be left unattended in the Housekeeping Office, but should be placed in the Lost and Found store room.-Pay attention to place items based on the order of the date.-When guests claim the lost items. The order taker should inquir
12、e about Ensure the inquires of guest, by taking care with our work we show our guests that we are sincere in our efforts to please them.Protect guest belongings, taking care of a guest belongings and show our care for the guests.By taking care with our work we show our guest that we are sincere in o
13、ur efforts to please them.Keeping the guest belongings in store room shows our respect toward the guest belongings.If a guest calls for an item we can easily locate it and so give the guest quick service.Ensure the service accurately in order to show attention to guests Lost and Found.PREPARED BY: K
14、evin Lees APPROVED BY: Peter Forsyth DESIGNATIONExecutive HousekeeperSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEHILTON CHONGQINGSTANDARD OPERATION PROCEDUREDEPARTMENT: HousekeepingJOB TITLE: ButlerTASK NO: Butler 013TASK: Lost and Found ProcedureEQUIPMENT REQUIRED: Lost and Found list / L
15、ogbook / Pen / BagsWHAT TO DOHOW TO DOWHY6. Unclaimingthe time, the place, and thecharacteristic of the lost item.-The identity card or 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 ite
16、m. See Lost & Found claimform.-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 claims the Lost and Found for the owner, then a letter / fax or written request from the owner is required,
17、including a copy of the owners identity card and passport. -If the guest calls to send the Lost and Found back, you should inquire the correct address and phone number of the guest and inform the Executive Housekeeper.-To ensure the safety of guest belongings, Executive Housekeeper is directly respo
18、nsible 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.Provide first class service for guests to show our respect to them.To give the Lost and Found to guests immediately and accurately. To show the res
19、pect to the guest according to their instruction. Their needs are more important than our procedure.Ensure guest is satisfied by our service.Make guests fully feel the attention of hotel.Adhere to the policies of the hotel and inspire the staff to make them feel care.PREPARED BY: Kevin Lees APPROVED
20、 BY: Peter ForsythDESIGNATIONExecutive HousekeeperSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEHILTON CHONGQINGSTANDARD OPERATION PROCEDUREDEPARTMENT: HousekeepingJOB TITLE: ButlerTASK NO: Butler 013TASK: Lost and Found ProcedureEQUIPMENT REQUIRED: Lost and Found list / Logbook / Pen / Bags
21、WHAT TO DOHOW TO DOWHY-Distribute all the unclaimed articles to the finder after three months.-Distribute all the unclaimed articles once three months. The valuable will be keep one year.-Order taker of Housekeeping Department should keep the record on file.-All staff will take gate pass with the Lo
22、st and Found item when removing it from the hotelPREPARED BY: Kevin Lees APPROVED BY: Peter ForsythDESIGNATIONExecutive HousekeeperSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATE重庆希尔顿标准操作程序部门：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 怎么做 为什么 1.处理 -任何发现的失物要立即 统一失物招领的管理，交到客房部办公室 确保客人行
23、李的安全，-客房部办公室负责管理 以示对客人的尊重失物招领的事宜-退房的遗留物都当作失 通过细心便捷的服务显 物对待。一发现有失物 示出我们对客人的关心 便立即致电客房部办公 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 在失物招领记录表上-进午餐时要进行交接， 能放在工作间或工作车 确保客人行李的安全显 上 示出对客人的尊重并使其感到在酒店很安全2.移交到办公室 -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 确保客人物品的安全是作间或是其它地方，员 对客人的尊重工应该在去进午餐之前或是在去客房部办公室的时
24、候将失物交到客房部办公室去-若对失物招领的有关事 正确处理客人的物品以 宜还不清楚，应当立即 示对客人的尊重 联系主管准备者：凯文.李兹 批准人：彼得.福赛斯 指示 签名/日期 指示 签名/日期 客房部行政管家 总经理重庆希尔顿标准操作程序部门：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 怎么做 为什么 3.记录 -为了便于询问和查找， 确认客人的询问，通过认客房部行政人员应负责 真做好自己的工作向客人失物招领的事宜，在记 展示我们为其服务的诚意录本上应记下包括日期、地点、物品名称和发现人-客房服务员一接到宾 客 服务经理打来的关于失
25、 物招领的电话应立即进 行详细的记录4.保存 -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、照顾 贵重物品，如现金、钱 好客人的行李显示出我们 包、相机等，应存放在 对客人的关心 前厅部的保险箱里 -保证客人衣物的洁净，可 通过对工作的认真负责 以洗的衣物送到洗衣房清 以示我们我们努力使客人 洗 满意准备者：凯文.李兹 批准人：彼得.福赛斯 指示 签名/日期 指示 签名/日期 客房部行政管家 总经理重庆希尔顿标准操作程序部门：客房部 职位：行政楼层服务员 任务号：行政楼层 013 任务：失
26、物招领 装备要求：日工作表/笔 做什么 怎么做 为什么 -办公室行政人员应在当天 将客人的失物保存在储藏将失物交到储藏室，失物 显示出我们对客人物品的在送出客房部办公室之前 尊重必须做好失物招领表并将其附于失物上然后交到失物储藏室 -注意要按照时间顺序放置 当客人致电寻找失物时， 物品 我们能很快地找出来，为 客人提供快速的服务 5.认领 -当客人认领失物 时， 文员 确保服务的准确性，以应询问时间、地点及失物 示我们对失物招领的重视的特征准备者：凯文.李兹 批准人：彼得.福赛斯 指示 签名/日期 指示 签名/日期 客房部行政管家 总经理重庆希尔顿标准操作程序部门：客房部 职位：行政楼层服务员
27、 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 怎么做 为什么-客人认领失物时应出示 为客人提供周 到 的 服 身份证或是护照。最后， 务以示对客人的尊重 要礼貌地请客人在收据上 签名。参照失物招领表-如果客人住在酒店，可以 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， 快速准确地将失物交换 要求出示失主的信件/传 客人。遵照客人的指示 真或是手写的申请表，还 为其服务显示出我们对 需要失主的身份证或护照 客人的尊重，客人的需 复印件 要比我们的程序更重要 -若客人要求送还失物，应 确保客人对我们的服务当问清楚客人的准确住址
28、、 满意电话号码并通知客房部行政管家 -为确保客人物品的安全， 最大程度地向客人显示 房部行政管家应直接对贵 我们的尊重 物品负责 6.无人认领 -打开的食品可以当天发给 发现者 -打开的饮料交给餐厅处理掉 准备者：凯文.李兹 批准人：彼得.福赛斯 指示 签名/日期 指示 签名/日期 客房部行政管家 总经理重庆希尔顿标准操作程序部门：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 怎么做 为什么-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 。 准备者：凯文.李兹 批准人：彼得.福赛斯 指示 签名/日期 指示 签名/日期 客房部行政管家 总经理Page 9 of 9
