酒店前台操作流程
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
.
. 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-017 Issued 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。