國(guó)際酒店貼身管家服務(wù)程序(Butler SOP) —Butler013 失物招領(lǐng)程序Lost and Found Procedure

1、國(guó)際酒店培訓(xùn)PAGE 1Page PAGE 15 of NUMPAGES 15走在路上國(guó)際酒店(Butler SOP)貼身管家服務(wù)程序所謂“貼身管家服務(wù)（butler service）”是更專業(yè)和私人化的一站式酒店服務(wù)，它是集酒店前廳、客房和餐飲等部門(mén)的服務(wù)于一人的服務(wù)。下榻酒店的貴賓將得到一位指定的專業(yè)管家專門(mén)為他（她）服務(wù)。貴賓的一切服務(wù)需要，諸如：拆裝行李、入住退房、客房服務(wù)、清晨叫早、定餐送餐、洗衣、訂票、安排旅游和秘書(shū)服務(wù)等，都由這位貼身管家負(fù)責(zé)。這種更加個(gè)性化的服務(wù)極大地方便和滿足了酒店貴賓的需求。 現(xiàn)代酒店業(yè)管家服務(wù)理念，源于“世界金鑰匙組織”的金鑰匙服務(wù)。在現(xiàn)實(shí)中，貼身管家這一

2、角色一般都出現(xiàn)在高端酒店中。因此，身為一名優(yōu)秀的貼身管家，不管是從外表還是內(nèi)在素質(zhì)都有很高的要求，就像五星大飯店劇中的潘玉龍一樣，有親和力，有溫柔的眼神和舉止，要讓顧客在享受服務(wù)的同時(shí)，也感覺(jué)到家的溫馨感。 當(dāng)顧客進(jìn)入賓館，在大堂就可以看見(jiàn)，不管是男管家還是女管家都統(tǒng)一穿著黑色“燕尾服”，臉上總掛著親切的笑容，在接待VIP客人時(shí)，都有周到細(xì)致的管理服務(wù)流程。首先要做好詳細(xì)的接待計(jì)劃，包括了解客人的生活習(xí)慣、個(gè)人愛(ài)好，如客人沐浴時(shí)喜歡的水溫、用餐時(shí)愛(ài)吃的飯菜等。客人入住后，“燕尾服”要根據(jù)客人的喜好對(duì)事先擬訂的接待計(jì)劃進(jìn)行調(diào)整和充實(shí)，為客人的起居、行程、用餐等生活細(xì)節(jié)提供服務(wù)，做好管家日記，管家

3、的服務(wù)也是24小時(shí)不間斷的。最重要的是，在服務(wù)期間，貼身管家最基本的職業(yè)操守還在于為客人的個(gè)人隱私進(jìn)行嚴(yán)格的保密。除了酒店的VIP客人外，針對(duì)其他客人的具體情況，管家部將安排是否需要貼身管家服務(wù)。如部分老年顧客，如果存在行動(dòng)不便且需要貼身照顧等情況，管家部將立即作出相應(yīng)的安排。 雖然貼身管家所服務(wù)的對(duì)象有一定的范圍，一般是入住特定區(qū)域房間或提前進(jìn)行重要接待預(yù)訂的。通常包括，政界要人、商界名流、大腕明星等等，但多數(shù)情況下會(huì)根據(jù)情況對(duì)入住賓館且提出合理要求的客人服務(wù)。酒店客房的重要性：負(fù)責(zé)組織和安排客房和公共區(qū)域的清掃工作，督導(dǎo)、培訓(xùn)和考核下屬員工按標(biāo)準(zhǔn)和流程實(shí)施清掃和服務(wù)工作，確保酒店客房干凈與

4、設(shè)施完好，滿足客人的服務(wù)需求，并負(fù)責(zé)客房物品的管理，協(xié)助工程人員完成客房和公共區(qū)域的維修項(xiàng)目。按標(biāo)準(zhǔn)要求負(fù)責(zé)清掃整理客房和樓層公共區(qū)域，為客人提供干凈安全的客房和環(huán)境，滿足客人正當(dāng)合理的服務(wù)需求，負(fù)責(zé)本區(qū)域安全工作。負(fù)責(zé)酒店公共區(qū)域的衛(wèi)生保潔及保養(yǎng)工作，為客人營(yíng)造干凈、溫馨、舒適的環(huán)境，保持酒店環(huán)境的美觀，滿足酒店服務(wù)要求貫徹執(zhí)行店總的經(jīng)營(yíng)管理指令，向店總負(fù)責(zé)并報(bào)告工作；根據(jù)酒店確定的經(jīng)營(yíng)方針和目標(biāo)，負(fù)責(zé)編制客房部預(yù)算，制訂各項(xiàng)業(yè)務(wù)計(jì)劃，并有效組織實(shí)施與監(jiān)控，實(shí)現(xiàn)預(yù)期目標(biāo)；以市場(chǎng)為導(dǎo)向，研究并掌握市場(chǎng)的變化和發(fā)展情況，適時(shí)調(diào)整經(jīng)營(yíng)策略，努力創(chuàng)收，堅(jiān)持以部門(mén)為成本中心的方針，嚴(yán)格控制成本，降低消

5、耗，以最小的成本獲取最大的經(jīng)濟(jì)效益；除了詳細(xì)了解顧客的最初喜好等，在貼身服務(wù)的過(guò)程中，貼身管家需從多方面仔細(xì)觀察客人的需求，如果提前發(fā)現(xiàn)客人下一步需要什么樣的服務(wù)，需立刻行動(dòng)起來(lái)，讓客人還沒(méi)提出要求就可以享受到貼心的服務(wù)。但是服務(wù)必須靈活，得按照一定的流程和規(guī)律，也要堅(jiān)持原則，首先要衡量已入住的顧客所提出的要求是否合理，如不能違反國(guó)家法律相關(guān)規(guī)定、不能侵犯其他客人的正當(dāng)權(quán)益等；其次，管家需量力而行，如果服務(wù)內(nèi)容超過(guò)了自己的能力，有特殊狀況發(fā)生時(shí)，需逐級(jí)請(qǐng)示，不能擅自向客人許諾或脫離工作范圍。如曾經(jīng)有一位客人要求貼身管家充當(dāng)昆明導(dǎo)游的身份，讓其帶他到昆明各風(fēng)景區(qū)旅游，但貼身管家說(shuō)服客人可以安排專

6、職導(dǎo)游，可以更好地提供專業(yè)和理想的服務(wù)，得到了客人的理解和支持。根據(jù)每年對(duì)管家的考核數(shù)據(jù)統(tǒng)計(jì)，賓館貼身管家行業(yè)人員的流動(dòng)性并不大，職位也不會(huì)輕易變更，那貼身管家到底是由怎樣的一群人組成的呢？據(jù)了解，這支至少由30人組成的昆明特有的貼身管家隊(duì)伍中“藏龍臥虎”，在招聘初期，雖然不限制性別和年齡，但應(yīng)聘管家的人需有一定的儀表和良好的綜合素質(zhì)，管家部要求至少掌握1至2門(mén)外國(guó)語(yǔ)言，其中英語(yǔ)是必須具備的能力，不但會(huì)看、會(huì)聽(tīng)還要會(huì)說(shuō)，這是接待外賓時(shí)正常交流的準(zhǔn)則，管家隊(duì)伍中甚至還有具備三國(guó)語(yǔ)言的“海歸”派人士。HILTON CHONGQINGSTANDARD OPERATION PROCEDUREDEPAR

7、TMENT: HousekeepingJOB TITLE: ButlerTASK NO: Butler 013TASK: Lost and Found ProcedureEQUIPMENT REQUIRED: Lost and Found list / Logbook / Pen / BagsWHAT TO DOHOW TO DOWHY1. Handling respective floor or section.2.Handover the item to office.-Any Lost and Found item is to be turned into the Housekeepin

8、g Office immediately. -Housekeeping Office is responsible for the administration of all Lost and Found.-Anything in a C/O room shouldbe treated as a L&F item.Immediately call to Housekeeping Office when any item is found. The owner may call to inquire any times.-Housekeeping Dept. Order Taker or sec

9、retary shouldrecord it in the L&Frecord book.-Hand it over while you go forlunch. Never put any founditem in the pantry, or on the trolley.-When turning the Lost and found please note the accurate place or room number where found. Pls. sign on the L&F sheet for acknowledgement of handed over item to

10、 office.-Dont leave any Lost and found item in the floor pantry or in other locations. All items must be turned in to the -Housekeeping Office at your lunch time or whenever you godown to office.-If you have any question about Lost and Found, you should contact your Supervisor right away.To unify th

11、e administration of Lost and Found to ensure the safety of guests belonging is to show respect to guest.Care for the guest is shown by our careful and prompt service.To ensure the Safety of guest belonging is to show your respect to them and make him / her feel safe in the hotel.For proper care of a

12、 guest belonging shows our respect.To ensure the safety of guest belongings is to show respect to guests.Ensure to handle the guest belongings correctly as to show our respect to guests.PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth DESIGNATIONExecutive HousekeeperSIGNATURE/DATEDESIGNATIONGenera

13、l ManagerSIGNATURE/DATEHILTON CHONGQING STANDARD OPERATION PROCEDUREDEPARTMENT: HousekeepingJOB TITLE: ButlerTASK NO: Butler 013TASK: Lost and Found ProcedureEQUIPMENT REQUIRED: Lost and Found list / Logbook / Pen / BagsWHAT TO DOHOW TO DOWHY3. Recording 4. Storage5. Claiming-In order to handle inqu

14、ires and find easily, the order taker of Housekeeping Department is responsible for the Lost and Found logbook, the logbook includes the date, the place, the articles name and the finder for all items. -All details must be recorded right away after she/hereceived call from guestservice manager of re

15、porting L&F.-Register all the information in the Lost and Found form and attached it to the bag. Pay attention to attach it securely to avoid losing it.-Also enter all information in the computer system to assist with guest inquiries.-To ensure the safety of the guest belongings, the valuable articl

16、es such as cash, wallets, cameras, etc. should be stored in the safe of Front Office.-Ensure the cleanliness of guests clothes and give the clothes which are able to wash to the Laundry Department.-Order taker of every shift should submit the Lost and Found in the store room within that day. Lost an

17、d Found items should not be left unattended in the Housekeeping Office, but should be placed in the Lost and Found store room.-Pay attention to place items based on the order of the date.-When guests claim the lost items. The order taker should inquire about Ensure the inquires of guest, by taking c

18、are with our work we show our guests that we are sincere in our efforts to please them.Protect guest belongings, taking care of a guest belongings and show our care for the guests.By taking care with our work we show our guest that we are sincere in our efforts to please them.Keeping the guest belon

19、gings in store room shows our respect toward the guest belongings.If a guest calls for an item we can easily locate it and so give the guest quick service.Ensure the service accurately in order to show attention to guests Lost and Found.PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth DESIGNATIONE

20、xecutive HousekeeperSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEHILTON CHONGQINGSTANDARD OPERATION PROCEDUREDEPARTMENT: HousekeepingJOB TITLE: ButlerTASK NO: Butler 013TASK: Lost and Found ProcedureEQUIPMENT REQUIRED: Lost and Found list / Logbook / Pen / BagsWHAT TO DOHOW TO DOWHY6. Uncla

21、imingthe time, the place, and thecharacteristic of the lost item.-The identity card or passport should be presented by the guest during the claiming process . By the end, the guest should be politely requested to sign receipt of the Lost and Found item. See Lost & Found claimform.-If guests stay in

22、the hotel, you can inform the order taker to send the Lost and Found to the guests room, and the standard procedure is follow.-If someone else claims the Lost and Found for the owner, then a letter / fax or written request from the owner is required, including a copy of the owners identity card and

23、passport. -If the guest calls to send the Lost and Found back, you should inquire the correct address and phone number of the guest and inform the Executive Housekeeper.-To ensure the safety of guest belongings, Executive Housekeeper is directly responsible for all valuable Lost and Found items.-Ope

24、n food items can be taken by founder same day.- Open drinks items given to F&B for disposal immediately.Provide first class service for guests to show our respect to them.To give the Lost and Found to guests immediately and accurately. To show the respect to the guest according to their instruction.

25、 Their needs are more important than our procedure.Ensure guest is satisfied by our service.Make guests fully feel the attention of hotel.Adhere to the policies of the hotel and inspire the staff to make them feel care.PREPARED BY: Kevin Lees APPROVED BY: Peter ForsythDESIGNATIONExecutive Housekeepe

26、rSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEHILTON CHONGQINGSTANDARD OPERATION PROCEDUREDEPARTMENT: HousekeepingJOB TITLE: ButlerTASK NO: Butler 013TASK: Lost and Found ProcedureEQUIPMENT REQUIRED: Lost and Found list / Logbook / Pen / BagsWHAT TO DOHOW TO DOWHY-Distribute all the unclaim

27、ed articles to the finder after three months.-Distribute all the unclaimed articles once three months. The valuable will be keep one year.-Order taker of Housekeeping Department should keep the record on file.-All staff will take gate pass with the Lost and Found item when removing it from the hotel

28、PREPARED BY: Kevin Lees APPROVED BY: Peter ForsythDESIGNATIONExecutive HousekeeperSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATE標(biāo)準(zhǔn)操作程序部門(mén)：客房部 職位：行政樓層服務(wù)員 任務(wù)號(hào)：行政樓層 013 任務(wù)：失物招領(lǐng) 裝備要求：日工作表/筆 做什么 怎么做 為什么 1.處理 -任何發(fā)現(xiàn)的失物要立即 統(tǒng)一失物招領(lǐng)的管理，交到客房部辦公室 確?？腿诵欣畹陌踩?，-客房部辦公室負(fù)責(zé)管理 以示對(duì)客人的尊重失物招領(lǐng)的事宜-退房的遺留物都當(dāng)作失 通過(guò)細(xì)心便捷的服務(wù)顯

29、 物對(duì)待。一發(fā)現(xiàn)有失物 示出我們對(duì)客人的關(guān)心 便立即致電客房部辦公 室。失主可在任何時(shí)候 詢問(wèn)情況?？头坎课膯T 或秘書(shū)將失物情況記錄 在失物招領(lǐng)記錄表上-進(jìn)午餐時(shí)要進(jìn)行交接， 能放在工作間或工作車 確?？腿诵欣畹陌踩@ 上 示出對(duì)客人的尊重并使其感到在酒店很安全2.移交到辦公室 -交失物的時(shí)候要記下準(zhǔn) 確的地點(diǎn)、房號(hào)。辦公 室在接收失物時(shí)要在失 物招領(lǐng)表上做下記錄。 -不要把失物留在樓層工 確?？腿宋锲返陌踩亲鏖g或是其它地方，員 對(duì)客人的尊重工應(yīng)該在去進(jìn)午餐之前或是在去客房部辦公室的時(shí)候?qū)⑹锝坏娇头坎哭k公室去-若對(duì)失物招領(lǐng)的有關(guān)事 正確處理客人的物品以 宜還不清楚，應(yīng)當(dāng)立即 示對(duì)客人的尊重

30、 聯(lián)系主管 指示 簽名/日期 指示 簽名/日期 客房部行政管家 總經(jīng)理標(biāo)準(zhǔn)操作程序部門(mén)：客房部 職位：行政樓層服務(wù)員 任務(wù)號(hào)：行政樓層 013 任務(wù)：失物招領(lǐng) 裝備要求：日工作表/筆 做什么 怎么做 為什么 3.記錄 -為了便于詢問(wèn)和查找， 確認(rèn)客人的詢問(wèn)，通過(guò)認(rèn)客房部行政人員應(yīng)負(fù)責(zé) 真做好自己的工作向客人失物招領(lǐng)的事宜，在記 展示我們?yōu)槠浞?wù)的誠(chéng)意錄本上應(yīng)記下包括日期、地點(diǎn)、物品名稱和發(fā)現(xiàn)人-客房服務(wù)員一接到賓 客 服務(wù)經(jīng)理打來(lái)的關(guān)于失 物招領(lǐng)的電話應(yīng)立即進(jìn) 行詳細(xì)的記錄4.保存 -將相關(guān)信息記錄在失物招領(lǐng)表上，并將表附于袋上注意表要緊附于袋上以免丟失 -將信息輸入電腦系統(tǒng)以 備客人詢問(wèn)-要

31、確?？腿宋锲返陌踩?， 保護(hù)好客人的物品、照顧 貴重物品，如現(xiàn)金、錢(qián) 好客人的行李顯示出我們 包、相機(jī)等，應(yīng)存放在 對(duì)客人的關(guān)心 前廳部的保險(xiǎn)箱里 -保證客人衣物的潔凈，可 通過(guò)對(duì)工作的認(rèn)真負(fù)責(zé) 以洗的衣物送到洗衣房清 以示我們我們努力使客人 洗 滿意 指示 簽名/日期 指示 簽名/日期 客房部行政管家 總經(jīng)理標(biāo)準(zhǔn)操作程序部門(mén)：客房部 職位：行政樓層服務(wù)員 任務(wù)號(hào)：行政樓層 013 任務(wù)：失物招領(lǐng) 裝備要求：日工作表/筆 做什么 怎么做 為什么 -辦公室行政人員應(yīng)在當(dāng)天 將客人的失物保存在儲(chǔ)藏將失物交到儲(chǔ)藏室，失物 顯示出我們對(duì)客人物品的在送出客房部辦公室之前 尊重必須做好失物招領(lǐng)表并將其附于失

32、物上然后交到失物儲(chǔ)藏室 -注意要按照時(shí)間順序放置 當(dāng)客人致電尋找失物時(shí)， 物品 我們能很快地找出來(lái)，為 客人提供快速的服務(wù) 5.認(rèn)領(lǐng) -當(dāng)客人認(rèn)領(lǐng)失物 時(shí)， 文員 確保服務(wù)的準(zhǔn)確性，以應(yīng)詢問(wèn)時(shí)間、地點(diǎn)及失物 示我們對(duì)失物招領(lǐng)的重視的特征 指示 簽名/日期 指示 簽名/日期 客房部行政管家 總經(jīng)理標(biāo)準(zhǔn)操作程序部門(mén)：客房部 職位：行政樓層服務(wù)員 任務(wù)號(hào)：行政樓層 013 任務(wù)：失物招領(lǐng) 裝備要求：日工作表/筆 做什么 怎么做 為什么-客人認(rèn)領(lǐng)失物時(shí)應(yīng)出示 為客人提供周 到 的 服 身份證或是護(hù)照。最后， 務(wù)以示對(duì)客人的尊重 要禮貌地請(qǐng)客人在收據(jù)上 簽名。參照失物招領(lǐng)表-如果客人住在酒店，可以 通知

33、辦公室行政人員將失 物送到客人的房間，要按 照標(biāo)準(zhǔn)程序進(jìn)行-若有人替失主認(rèn)領(lǐng)失物， 快速準(zhǔn)確地將失物交換 要求出示失主的信件/傳 客人。遵照客人的指示 真或是手寫(xiě)的申請(qǐng)表，還 為其服務(wù)顯示出我們對(duì) 需要失主的身份證或護(hù)照 客人的尊重，客人的需 復(fù)印件 要比我們的程序更重要 -若客人要求送還失物，應(yīng) 確?？腿藢?duì)我們的服務(wù)當(dāng)問(wèn)清楚客人的準(zhǔn)確住址、 滿意電話號(hào)碼并通知客房部行政管家 -為確保客人物品的安全， 最大程度地向客人顯示 房部行政管家應(yīng)直接對(duì)貴 我們的尊重 物品負(fù)責(zé) 6.無(wú)人認(rèn)領(lǐng) -打開(kāi)的食品可以當(dāng)天發(fā)給 發(fā)現(xiàn)者 -打開(kāi)的飲料交給餐廳處理掉 指示 簽名/日期 指示 簽名/日期 客房部行政管家 總經(jīng)理標(biāo)準(zhǔn)操作程序部門(mén)：客房部 職位：行政樓層服務(wù)員 任務(wù)號(hào)：行政樓層 013 任務(wù)：失物招領(lǐng) 裝備要求：日工作表/筆 做什么 怎么做 為什么-無(wú)人認(rèn)領(lǐng)的失物3個(gè)月 后發(fā)給發(fā)現(xiàn)人 -無(wú)人認(rèn)領(lǐng)的物品每3月 發(fā)放一次，貴重物品將保留一年-客房部文員應(yīng)將 所 有記錄歸檔-當(dāng)把失物從酒店中帶走 的時(shí)候，所有員工都要 有由客房經(jīng)理簽發(fā)的出門(mén) 條才可以將物品帶出酒店 。 指示 簽名/日期 指示 簽名/日期 客房部行政管家 總經(jīng)理對(duì)于客房服務(wù)，相信不少的酒店人都有一些誤區(qū)，認(rèn)為客房服務(wù)就是打掃房間或者遞送物品那么簡(jiǎn)單