HK-SOP(酒店标准操作程序-客房部)中英文

STANDARD OPERATING PROCEDURES标准操作程序HSKP - 001 Lost and Found失物招领HSKP - 002 Entering Guest Rooms进入客房HSKP - 003 Shoe Shine Service擦鞋服务HSKP – 004 GUEST REQUEST ITEMS客人要求项目HSKP - 005 Guest Request Items客人要求项HSKP - 006 Room Wait Requests房间等候要求HSKP - 007 Work Orders维修通知单HSKP - 008 Allowing Access To Guest Rooms允许进入客房HSKP - 009 Gratuities / Tips赠物/小费HSKP - 010 Chain Of Command指挥系统HSKP - 011 Handling Guest Laundry处理客人洗衣HSKP - 012 Definition of A Guest一个客人的定义HSKP - 013 Handle Guest Complaints处理客人投诉HSKP - 014 Job Safety工作安全HSKP - 015 Equipment Usage设备使用HSKP - 016 Newspaper & Magazines报刊杂志HSKP - 017 Reception Service接待服务HSKP - 018 Quality Control质量控制HSKP - 019 Normal, Express and Pressing Service正常，快洗及烫衣服务HSKP - 020 Guest Laundry Pick Up & Distribution客人送洗衣物收集发放STANDARD OPERATING PROCEDURESPolicy No : HSKP-001 Issued by : EXE.Housekeeper Page : 1 of 4 Approved by :General Manager Distribution : Executive Committee Department Head A&B: All AssociatesTo ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner.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。

Policy Statement政策It is the policy of Hotel that Employees are expected to check-out rooms thoroughly for items left behind from the Previous guest. Any Lost & Found items are required to be properly logged and bagged. Employees should record informationincluding their name, the room number and the date the item was found. Then, they should turn it into the Lost & Found Office in a timely manner for further tagging purposes.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时上交给失物招领处，以便进一步作好标记工作。

Procedure:程序LOST ITEMS丢失物品Should any item be reported lost within the confines of the hotel, all inquires are to be directed to the Housekeeping Department which is responsible for the recording and storage of all unclaimed items.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。

These items must be logged and include:所有失物应被登记，包括以下项目：Name & Address姓名及地址Item description物品描述Where lost, when and time何处何时丢失Contact telephone number联系电话Should it be found that Housekeeping has no record of the item in question, then further inquires should be directed to security and/or Guest Service Manager on duty. Should the request be after hours then the information is to be passed the Guest Service Manager who will follow up with Housekeeping at the earliest opportunity.若该物品在客房部未被记录，应直接向当值的保安或宾客服务经理提出。

报失完毕后所有信息应交宾客服务经理，他将会同客房部跟进工作以尽快解决。

FOUND ITEMS拾到物品All items regardless of their apparent value (or lack thereof) will be handed into the Housekeeping Department for Safekeeping and recording purposes. The items in question will be held in storage for a period of ninety (90) days or if recognized as a valuable and attractive item, one hundred and eight (180) days in the Front Office’s safe.所有物品不论价值必须被上缴客房部保存及记录。

这些物品将被保存90天，若属高价值物品将被保存在前厅部保险箱180天。

At the end of these periods the items, if not claimed, will be returned to the finder for removal from Hotel or, if not wanted, passed to a recognized charity or destroyed.若逾期仍无人认领，将交给发现人带出酒店，或移交给经过验证的慈善机构，或销毁。

FOUND ITEM(S)拾到物品1.The item is conveyed to Office Clerk in Housekeeping office.物品将被转交给客房部办公室人员。

2.The item and details surrounding its discovery are logged into the Log Book.物品及与其发现相关的细节将被登记在登记本中。

Finder's Name and Department发现人姓名及部门Item(s) description物品描述Where Found拾到地点Date found 日期3.The Assigned Housekeeping Employee will place the item(s) into a plastic bag andattach a tag to the bag, storing the item(s) in a suitable secure location.由指定的客房部员工将物品装入塑料袋并贴上标签，保存在一个位置安全的箱子里。

4. Valuable and attractive items such as credit cards, cameras, jewellery and/or cashwill be secured in a safety deposit box assigned for this use and the separate keys will be held by the Front Office Manager. The Executive Housekeeper or his/her proxy may draw the key from Front office when required.高价值物品如信用卡，照相机，珠宝首饰或现金等应被存放在指定的保险箱中，钥匙由前厅部经理保管，行政管家或指定代理人可视情况从前厅部获取钥匙。

5. Every time the Safety Deposit Box is opened, a record is to be made on the assignedS/D Card.需要打开保险箱，则需用S/D卡记录。

6. Beverages in custody should be retained a short time if not claimeddisposed of as follows:饮料若无人认领将被保管一小段时间，按如下方式处理：∙ Opened bottles should be poured out after 48 hours.瓶子打开的将在48小时后被倒掉。

∙ Unopened bottles of liquor should go to F & B but kept inExecutive Housekeeper’s office for 48 hours.未打开瓶子的将在行政管家办公室存放48小时后送往餐饮部。

7. Employees may not accept Alcoholic Beverages as tips.员工不得接受酒精饮料作为小费。