酒店失物招領(lǐng)流程

1、Objective目標(biāo):Theobjectiveofthispolicy&procedureistoensurethatanyguestsitemfoundisimmediatelyattendedto.此政策程序的目的是為了保證客人丟失的物品能盡快得到恰當(dāng)?shù)奶幚?。Procedure程序1. Anystaffwhofindsanyarticlesleftbehindbyahotelguest/F&BpatronshouldimmediatelyinformtheirSupervisororDepartmentHeadandcheckwiththeConciergecountertodeterm

2、inewhethertheguesthasleftthehotelornot.Incasetheguestisstillin-house,amessageshouldbeleftattheConciergecountertoadvisetheguesttopickuphisbelongingsattheHousekeepingOffice.任何員工發(fā)現(xiàn)客人在客房或餐廳遺留的物品后，應(yīng)即刻通知主管或部門經(jīng)理，并與行李臺確認(rèn)客人是否已離開酒店。若客人沒有退房，行李臺應(yīng)給客人留言，請其到客房部取回物品。2. Iftheguesthasalreadyleftthehotel,thefoundartic

3、lemustthenbesentwithoutdelaytotheHousekeepingOffice-LostAndFoundsection.如果客人已離開酒店，失物應(yīng)馬上送往客房部失物招領(lǐng)處，不得延誤。3. ThefoundarticleshouldbeputinaleftPropertyEnvelopewiththefollowinginformationmarkedontheEnvelope:失物應(yīng)存放于專用的丟失財物封袋里，并在袋上寫明以下內(nèi)容：Datefound發(fā)現(xiàn)日期Nameoftheguest客人姓名Descriptionofthearticle失物描述Nameoffinder

4、拾物者Locationofarticlefound拾物地點4. TheHousekeeperwillthenrecordthecaseintoaLeftPropertyRegisterBook.管家應(yīng)同時把情況登記于失物登記本上。5. IfitisnotfeasibletohavethearticlesenttotheHousekeepingOfficeforwhateverreason,itshouldbegiventothecustodyoftheDutyAssistantManager/NightManagerwhowillaccordinglymakeanentryrecordinto

5、theAMlogbookandmakearrangementstohavethearticlesentdowntotheHousekeepingOfficeassoonaspossible.如果因為某種原因，不能把失物送往客房部，那就應(yīng)交予當(dāng)班的大堂副理/夜班經(jīng)理保管；大堂副理/夜班經(jīng)理應(yīng)將事件登記于AM日志本上，并安排盡快將失物送往客房部。6. Undernocircumstancesshouldanindividualretainanyarticlesfoundinanyarea,asthisisanoffence,whichwillresultindisciplinaryaction.任

6、何情況下，不得私藏任何失物；否則將受到紀(jì)律處罰。7. Ifanyofthearticlesfoundinanyareaareconsideredtobeofsubstantialvalue.watches,jewelryand/orcash,thearticleinquestionshouldbegiventothecustodyofDutyAssistantManagerwhowillinturnmakealogbookentryrecordintheAMlogbook,lockthearticleintheAMsafetydepositboxtobesubmittedtotheDirect

7、orofFinance&BusinessSupportsOfficebeforetheendofthedayorthenextworkingday.如果發(fā)現(xiàn)失物價值較大，例如手表、珠寶、現(xiàn)金，有疑問的物品應(yīng)交給值班大堂副理，他/她應(yīng)登記于AM日志本上，并把失物存放于AM保險箱內(nèi)；在當(dāng)天結(jié)束前或第二個工作日交財務(wù)總監(jiān)。8. AllarticleschanneledthroughandkepttemporarilybytheDutyAssistantManager/NightManagermustbenotifiedtotheHousekeepingOfficeimmediately.所有通過并由

8、值班大堂副理/夜班經(jīng)理臨時保管的物品應(yīng)即刻通知客房部登記。9. AllLostandFounditemsregardlessofvaluemustberecordedintotheLeftPropertyRegisterBookbytheHousekeepingOffice,whichisthecentralizedpointwheninquiriesaremadetorecoverthem.不論價值大小，所有失物均應(yīng)登記于客房部的失物登記本上，供客人詢問時參考。10. Noarticlesmaybereturnedbacktotheownerwithoutverificationandsig

9、natureofacknowledgment.11.Fornon-substantial失物未經(jīng)驗證及簽字不得隨意返還給客人。periodofsix(6)monthsandaftercontinuousattemptsortheownercannotbelocated,thelostarticlecouldbeinheritedtothefindersubjecttotheGeneralManagedsapproval.Shouldthefinderbenolongerinouremployment,valuearticles,ifthereisnoenquiryforaconsecutive

10、thefinaldecisionrestsontheManagementastowhatshouldbedonewithit.對于無較大價值的失物，若六個月內(nèi)無人認(rèn)領(lǐng)或經(jīng)過努力無法找到失主，在得到總經(jīng)理批準(zhǔn)后可以發(fā)給發(fā)現(xiàn)者。若發(fā)現(xiàn)者已不是本酒店員工，由管理層決定如何處理Non-substantialvaluearticleswhichareperishables,canbedisposedoffbytheExecutiveHousekeeperathisdiscretion,recordingintotheLeftPropertyRegisterBook.對于無較大價值且易腐爛的失物，可以根據(jù)

11、行政管家的判斷處理，并在失物登記本上登記。12.Wheneverownerhasbeenidentifiedandhisaddressknown,theExecutiveOfficewillnotifyher/himabouttheitemleftbehind.Uponownersrequest,theitemwillbereturnedtoher/himafterbeingproperlydocumented.只要失主被確認(rèn)并已知道其地址，行政辦公室將通知其遺失物品事宜；并根據(jù)失主提出的要求，在妥善記錄后將遺失物寄還失主。Audit審核1. AllarticleskeptincustodybytheExecutiveHousekeeperandDirectorofFinance&BusinessSupportaresubjectforaudit.Henceforth,allsucharti