WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS1 How to handle valuable and non-valuable lost and found items Guests’ Items found in the hotel public area must be handed over to the Housek
Trang 1STANDARD OPERATING PROCEDURE
LOST & FOUND PROCEDURE
GUEST
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.
TIME TO TRAIN: 20 minutes
Why is this task important for you and our guests?
Answers:
1 Guest can experience our efficient and accurate service.
2 We must maximize guest satisfaction.
3 Avoid guest complaints.
4 Demonstrate my professionalism.
5. Improve GSTS score.
Trang 2WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS
1) How to handle valuable and
non-valuable lost and found
items
Guests’ Items found in the hotel public area must be handed over to the Housekeeping Department as
soon as possible except for
valuables.
What are valuables?
2) Assistant Manager, Security
and Housekeeping get
involved in the procedure
Guests’ valuables such as Passport, Credit Card and Jewelry must be reported to both the Security Manager and the Assistant Manager, who will secure such items separately in the safe deposit box and advise Housekeeping where the item is secured Housekeeping will note this advice in their Lost and Found Logbook Executive Office must be informed
Why does Housekeeping need to keep the Lost & Found record?
3) Lost & Found logbook in
Housekeeping The date, location that the item wasfound, description of the item and
the name of the finder, must to be noted in the logbook
Why do we have to note down the name of the finder?
4) Housekeeping is the first
department to be checked for
the Lost & Found
If guests report they have lost something in the hotel public area, always check with Housekeeping Lost
& Found Department first to see if they have a record of the lost items
Why do we have to keep the Lost & Found item in Housekeeping
Department?
Trang 35) Verify with the guest before
you return the Lost & Found
item
If Housekeeping has the lost item, verify guests identity and obtain a copy of photo ID Return the item to the guest after the guest’s
description matches the found item
And ask him to sign the logbook to verify the item has been returned
Why do we have to verify with the guest before we return the Lost & Found item?
6) Handling the “Not Found”
item If Housekeeping does not have thelost item, kindly explain to the guest
that we don’t have any record of the item
If the guest requires further investigation the Security Manager must be informed immediately
Only the Security Manager can determine if the police needs to get involved
Why does the Security Manager need to be informed when police gets involved?
Summary questions:
1 Why do we have to establish the Lost & Found procedure?
2 Who gets involved when the lost item is valuable?
3 a) Why does Housekeeping need to keep the Lost & Found record?
b) Why do we have to note down the name of the finder?
4 Why do we have to keep the Lost & Found item in Housekeeping Department?
5 Why do we have to verify with the guest before we return the Lost & Found item?
6 Why does only the Security Manager have the right to determine if the police need to be called?
Trang 4Now ask the Trainee to practice the whole task from start to end to test competency.