【正文】 以下項(xiàng)目：Name amp。報(bào)失完畢后所有信息應(yīng)交賓客服務(wù)經(jīng)理，他將會(huì)同客房部跟進(jìn)工作以盡快解決。這些物品將被保存90天，若屬高價(jià)值物品將被保存在前廳部保險(xiǎn)箱180天。FOUND ITEM(S)拾到物品1. The item is conveyed to Office Clerk in Housekeeping office.物品將被轉(zhuǎn)交給客房部辦公室人員。 Finder39。4. Valuable and attractive items such as credit cards, cameras, jewellery and/or cash will 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. 高價(jià)值物品如信用卡，照相機(jī)，珠寶首飾或現(xiàn)金等應(yīng)被存放在指定的保險(xiǎn)箱中，鑰匙由前廳部經(jīng)理保管，行政管家或指定代理人可視情況從前廳部獲取鑰匙。6. Beverages in custody should be retained a short time if not claimed disposed of as follows:飲料若無(wú)人認(rèn)領(lǐng)將被保管一小段時(shí)間，按如下方式處理： B but kept in Executive Housekeeper’s office for 48 hours.未打開(kāi)瓶子的將在行政管家辦公室存放48小時(shí)后送往餐飲部。8. A separate mail log must be kept with the following information:單獨(dú)郵寄記錄包含如下信息： Method of shipment 寄出方式 Method of payment付款方式Due to the high cost of postage for international guest, prepaid policy is preferred.由于對(duì)國(guó)外客人的郵寄費(fèi)用高昂，所以宜使用提前付費(fèi)政策。10. All Lost and Found items turned in after Housekeeping office closed for the evening should be turned into the Front Desk. The Night Manager should turn in all items to Housekeeping office in the following morning for proper documentation. 所有在夜間因客房部無(wú)人而未交到客房部辦公室的失物應(yīng)交往前臺(tái)。11. Employees who leave the employment of Hotel rescind all claims to items held by Housekeeping regardless of value.無(wú)論物品價(jià)值大小，解除勞動(dòng)關(guān)系的酒店員工廢除所有提出對(duì)所有保留在客房部的失物的所有權(quán)。 既可銷毀也可捐給認(rèn)可的慈善機(jī)構(gòu)。 Relation Account. 可計(jì)入酒店雜項(xiàng)收入，或由總經(jīng)理決定計(jì)入與員工相關(guān)帳目中。 Relation Account. 一年二次清查所保存失物，無(wú)人認(rèn)領(lǐng)的可向員工拍賣，所得收入可計(jì)入酒店雜項(xiàng)收入，或由總經(jīng)理決定計(jì)入與員工相關(guān)帳目中。酒店所有有關(guān)交還行為及其導(dǎo)致的費(fèi)用將被登記作為適當(dāng)領(lǐng)域的參考證明。COLLECTION/DISPOSAL OF UNCLAIMED ITEMS收集/處理未認(rèn)領(lǐng)的物品When no owner is found, the Employee who found the item may claim the item if desired. Housekeeping will pile a list of items available for collection on the 15th of every month and Employees are advised to check with Housekeeping on the day regarding collection of items. Housekeeping will hold the item(s) for a period of five days. Should Employees fail to collect items they will be disposed of as Hotel sees fit. Any claim submitted by any Employee after the five day time period will not be accepted.如未找到失主，發(fā)現(xiàn)失物的員工可根據(jù)需要宣布對(duì)該物品的所有權(quán)?？头坎繉⒈Ａ暨@些物品5天。超過(guò)5天期限申領(lǐng)要求將不獲批準(zhǔn)。在所有文字材料齊全的情況下，員工方可將物品帶出酒店。B: All AssociatesObjective目標(biāo)To ensure that guests are NOT being disturb while entering their rooms when services is needed.確保提供服務(wù)進(jìn)入客房時(shí)客人不受到打擾。 Procedure程序Check the door lock檢查門鎖1. If there is DND sign, Do not knock.如有請(qǐng)勿打擾標(biāo)記，不得敲門。At the entry door 在進(jìn)門口1. Stand in front of the peephole.站在貓眼前。3. Listen for a replyalways give the guest adequate time to respond.聽(tīng)候回答給客人留出足夠反應(yīng)的時(shí)間。如發(fā)現(xiàn)房間有人，表示歉意并晚些在返回。DO NOT just ignore the guest and start cleaning.不得忽視客人開(kāi)始清潔。DO say “Good morning/Good afternoon Sir/Madam.”要說(shuō)“早上好/下午好，先生/女士。B: All AssociatesObjective:目標(biāo)To achieve guest satisfaction.使客人滿意。所有鞋應(yīng)擦好后盡快交還客人。2. Room attendant will collect the item and mark down the room number on a piece of paper and placed it inside the shoe shine basket. Bring it to the floor pantry for service. 客房服務(wù)員收集后記下房號(hào)在一張紙片上放入擦鞋籃。 2. Apply cream on shoes accordingly and shine them with shoe mitt. 使用鞋油并用擦鞋手套將其擦亮。STANDARD OPERATING PROCEDURESSubject: GUEST REQUEST ITEMS 客人要求項(xiàng)目Effective Date: Policy No: HSKP004 Issued by: Page: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。Policy Statement政策 It is the policy of the Executive Housekeeper to provide items (see below) to acmodate special guest requests. Housekeeping Department also ensure these items are wellmaintained and never place the control on the guest.為行政管家建立制度以提供滿足客人特殊要求的項(xiàng)目（見(jiàn)下）。Procedure程序1. Receive a call for a guest request item. Log in the Guest Request Loan Item Log Book under the out column.收到客人要求項(xiàng)目。2. Inform the supervisor/room attendant of respective floor for delivery. Log in the Log Book before sending item to the guest.通知各樓層主管/客房服務(wù)員遞送。3. Log in the Guest Request Loan Item Log Book under the return column after the item was returned to Housekeeping. 在物品交還客房部后將其登記到客人要求租用項(xiàng)目登記簿中收回欄。在答應(yīng)向客人提供某種物品之前，一定要檢查并確保我們能提供這種物品。B: All AssociatesObjective:目標(biāo)To ensure munication line are open between Front Desk and Housekeeping in order to minimize guest waiting time, especially during tight turn.確保前臺(tái)與客房部的聯(lián)系線路暢通，以使客人等候時(shí)間最小化，特別在高峰時(shí)間。Procedure:程序1. Housekeeping will advise Guest Services person/Front Desk person 0830 hours of Floor Supervisors, their Pager Number and the floors they are responsible for.客房部通知賓客服務(wù)人員/前臺(tái)人員樓層主管的傳呼號(hào)碼及他們負(fù)責(zé)的樓層。3. By stating your name, the Supervisor will ensure the follow up is made directly with you (try to avoid passing onto others, often messages are not relayed). This will minimize time and you will be responsible for the room.在指定你的名字之前，主管員工應(yīng)確保后續(xù)工作由你進(jìn)行（盡量避免將工作轉(zhuǎn)交，通常信息不再重復(fù)）。4. The Supervisor in turn, will follow through with the request and promptly advise Front Desk what estimated time to have room vacant ready and /or any pertinent details.當(dāng)值主管將跟進(jìn)該工作要求并及時(shí)通知前臺(tái)，由其估計(jì)房間準(zhǔn)備好的時(shí)間及任何相關(guān)細(xì)節(jié)。6. Front Desk will plete Checkin Process.前臺(tái)完成入住手續(xù)。B: All AssociatesObjective: 目標(biāo) To ensure maintenance requests are handled are promised, based on the urgency of the matter. 根據(jù)緊急程度,確保維護(hù)要求被承諾執(zhí)行。Procedure:程序The Housekeeping Department is responsible for reporting guest room maintenance problems to the Engineering Department. This will be acplished by::1. The Floor Supervisor or Floor Attendant and Office Clerk report the problem. 樓層主管或樓層服務(wù)員與辦公室員工負(fù)責(zé)報(bào)告問(wèn)題。Rooms Maintenance LogEngineering客房維護(hù)記錄工程部DateRoom Reported