HK-SOP(酒店标准操作程序-客房部)中英文

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-009Gratuities/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,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:4.20102PolicyNo:HSKP-001Issuedby:EXE.HousekeeperPage:1of4Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective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&Founditemsarerequiredtobeproperlyloggedandbagged.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。Theseitemsmustbeloggedandinclude: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.ShouldtherequestbeafterhoursthentheinformationistobepassedtheGuestServiceManagerwhowillfollowupwithHousekeepingattheearliestopportunity.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。FOUNDITEMS拾到物品Allitemsregardlessoftheirapparentvalue(orlackthereof)willbehandedintotheHousekeepingDepartmentforSafekeepingandrecordingpurposes.Theitemsinquestionwillbeheldinstorageforaperiodofninety(90)daysorifrecognizedasavaluableandattractiveitem,onehundredandeight(180)daysintheFrontOffice’ssafe.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。3Attheendoftheseperiodstheitems,ifnotclaimed,willbereturnedtothefinderforremovalfromHotelor,ifnotwanted,passedtoarecognizedcharityordestroyed.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。FOUNDITEM(S)拾到物品1.TheitemisconveyedtoOfficeClerkinHousekeepingoffice.物品将被转交给客房部办公室人员。2.TheitemanddetailssurroundingitsdiscoveryareloggedintotheLogBook.物品及与其发现相关的细节将被登记在登记本中。Finder'sNameandDepartment发现人姓名及部门Item(s)description物品描述WhereFound拾到地点Datefound日期3.TheAssignedHousekeepingEmployeewillplacetheitem(s)intoaplasticbagandattachatagtothebag,storingtheitem(s)inasuitablesecurelocation.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.Valuableandattractiveitemssuchascreditcards,cameras,jewelleryand/orcashwillbesecuredinasafetydepositboxassignedforthisuseandtheseparatekeyswillbeheldbytheFrontOfficeManager.TheExecutiveHousekeeperorhis/herproxymaydrawthekeyfromFrontofficewhenrequired.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.EverytimetheSafetyDepositBoxisopened,arecordistobemadeontheassignedS/DCard.需要打开保险箱，则需用S/D卡记录。6.Beveragesincustodyshouldberetainedashorttimeifnotclaimeddisposedofasfollows:饮料若无人认领将被保管一小段时间，按如下方式处理：Openedbottlesshouldbepouredoutafter48hours.瓶子打开的将在48小时后被倒掉。UnopenedbottlesofliquorshouldgotoF&BbutkeptinExecutiveHousekeeper’sofficefor48hours.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.EmployeesmaynotacceptAlcoholicBeveragesastips.员工不得接受酒精饮料作为小费。8.Aseparatemaillogmustbekeptwiththefollowinginformation:单独邮寄记录包含如下信息：Dateofshipment寄出日期Methodofshipment寄出方式Guestnameandaddress客人姓名及地址Methodofpayment付款方式Duetothehighcostofpostageforinternationalguest,pre-paidpolicyispreferred.由于对国外客人的邮寄费用高昂，所以宜使用提前付费政策。9.Identificationisrequiredifaguestispickingupalostiteminperson.若客人亲自选领一件失物，则需出示身份证明。10.AllLostandFounditemsturnedinafterHousekeepingofficeclosedfortheeveningshouldbeturnedintotheFrontDesk.TheNightManagershouldturninallitemstoHousekeepingofficeinthefollowingmorningforproperdocumentation.4所有在夜间因客房部无人而未交到客房部办公室的失物应交往前台。夜值经理第二天早上交房部办公室记录备案。11.EmployeeswholeavetheemploymentofHotelrescindallclaimstoitemsheldbyHousekeepingregardlessofvalue.无论物品价值大小，解除劳动关系的酒店员工废除所有提出对所有保留在客房部的失物的所有权。Shouldthisoccur-disposalofitemswillbeasfollows:若发生这种情况-应按以下方式处理：PersonalItems:Willbeeitherdestroyedorgiventorecognizedcharityfor个人物品disposal;既可销毁也可捐给认可的慈善机构。Cash:WillbecreditedtoHotelviamiscellaneousrevenueoratthe现金DiscretionoftheGeneralManagertotheEmployees'RelationAccount.可计入酒店杂项收入，或由总经理决定计入与员工相关帐目中。Valuableitems:Twiceyearlyareviewofitemsheldwillbemadeandanyitem贵重物品notcl