文档介绍：Guest Expectation 客人期望:
I expect the hotel to provide a secure a safe environment for my person and my belongings with respect for my privacy. If I misplace something while I am a guest of the hotel’s I expect it to be returned.
我希望酒店尊重我的隐私,能为我人身和财产提供一个安全、可靠的环境。倘若我丢失了东西,希望能找回来。
Why is this task important for you and our guests?
为什么该任务对你和我们的客人都很重要?
Answers 答案:
Guest can experience our efficient and accurate 、无误的服务。
We must maximize guest 。
Avoid 。
Demonstrate my 。
Improve GSTS 。
STEPS步骤
How /Standards标准
Training Question培训的问题
How to handle valuable and non-valuable lost and found items
处理贵重的或不贵重的招领物品的方法
Guests’ Items found in the hotel public area must be handed over to the Housekeeping Department as soon as possible except for valuables.
除贵重物品外,在酒店公共区域拾到的客人物品必须尽快移交给客房部。
What are valuables?
什么是贵重物品?
Assistant Manager, and Housekeeping get involved in the procedure
大堂副理及客房部须介入该事件处理程序。
Guests’ valuables such as Passport, Credit Card and Jewelry must be reported to the Assistant Manager, who will secure such items separately in the safe deposit box and advise Housekeeping where the item is
secured. The key will be kept at Housekeeping. Housekeeping will note this advice in their Lost and Found Logbook.
客人的贵重物品,诸如护照、信用卡、珠宝,必须上报给大堂副理。他们将会分别在保险箱中保管这些物品,并告知客房这些