酒店标准操作程序-客房部【中英文参照】

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1、STANDARDOPERATINGPROCEDURES标准操作程序HSKP-001LostandFound失物招领HSKP-002EnteringGuestRooms进入客房HSKP-003ShoeShineService擦鞋服务HSKP–004GUESTREQUESTITEMS客人要求项目HSKP-005GuestRequestItems客人要求项HSKP-006RoomWaitRequests房间等候要求HSKP-007WorkOrders维修通知单HSKP-008AllowingAccessToGuestRooms允许进入客房HSKP-009Gratuitie

2、s/Tips赠物/小费HSKP-010ChainOfCommand指挥系统HSKP-011HandlingGuestLaundry处理客人洗衣HSKP-012DefinitionofAGuest一个客人的定义HSKP-013HandleGuestComplaints处理客人投诉HSKP-014JobSafety工作安全HSKP-015EquipmentUsage设备使用HSKP-016Newspaper&Magazines报刊杂志HSKP-017ReceptionService接待服务HSKP-018QualityControl质量控制HSKP-019Normal,

3、ExpressandPressingService正常，快洗及烫衣服务HSKP-020GuestLaundryPickUp&Distribution客人送洗衣物收集发放STANDARDOPERATINGPROCEDURESSubject:LOSTANDFOUND失物招领EffectiveDate:4.2010PolicyNo:HSKP-001Issuedby:EXE.Housekeeper31Page:1of4Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAs

4、sociatesObjective目标ToensureLostAndFoundprocedurearefollowedproperlyinordertoresponsetoallguestinquiresinatimelymanner.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。PolicyStatement政策ItisthepolicyofHotelthatEmployeesareexpectedtocheck-outroomsthoroughlyforitemsleftbehindfromthePreviousguest.AnyLost&Fou

5、nditemsarerequiredtobeproperlyloggedandbagged.Employeesshouldrecordinformationincludingtheirname,theroomnumberandthedatetheitemwasfound.Then,theyshouldturnitintotheLost&FoundOfficeinatimelymannerforfurthertaggingpurposes.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

6、时上交给失物招领处，以便进一步作好标记工作。Procedure:程序LOSTITEMS丢失物品Shouldanyitembereportedlostwithintheconfinesofthehotel,allinquiresaretobedirectedtotheHousekeepingDepartmentwhichisresponsiblefortherecordingandstorageofallunclaimeditems.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。Theseitemsmustbelogg

7、edandinclude:所有失物应被登记，包括以下项目：Name&Address姓名及地址Itemdescription物品描述Wherelost,whenandtime何处何时丢失Contacttelephonenumber联系电话ShoulditbefoundthatHousekeepinghasnorecordoftheiteminquestion,thenfurtherinquiresshouldbedirectedtosecurityand/orGuestServiceManageronduty.Shouldtherequestbeafterhour