FOCON18 AIRPORTLOST FOUND.docx

FOCON18 AIRPORTLOST FOUND.docx

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FOCON18AIRPORTLOSTFOUND

StandardOperatingProcedure

Topic

AIRPORTLOST&FOUNDSERVICE

机场失物处理程序

Intentofthisdocument

Offerefficientandcourtesyserviceforguest.

为客人提供快捷，殷勤的服务。

Actionstobetaken

▪UpdateyourexistinghotelSOPifrequired

DEPARTMENTCOVERED

Concierge

X

Version

1stVersion

Lastmodification

Apr.30,2012

Owner（s）

PullmanLinyi

TASKSTOBEPERFORMED

1、GuestinformyouofLostLuggage

得知客人丢失行李

2、Sendtheguesttoourhotel

送客人回酒店

3、Informhotel.

通知酒店

4、Requesttoretrievelostluggagefromairport.

要求机场找回客人行李

5、CheckingwithairportLost&Founddepartment

查询

6、RetrieveLuggage

提取行李

7、Deliveryofluggage

给客人送行李

STEP1–GUESTINFORMYOUOFLOSTLUGGAGE步骤1–得知客人丢失行李

N°

STDS

BRANDSTANDARDS

SERVICESEQUENCE

VERBIAGE/PICTURE

1

Uponpick-upguestandlearnthatairportorairlineshaslostguestluggage

Offerfurtherassistancetofollow-upandretrievingguestluggage

得知客人丢失行李，根据以下步骤提供进一步的帮助：

TheGSAorGSTLshouldobtainfollowingreferencefromguest:

a.Photocopyofguestpassport/IDCardMayIhaveyourpassportplease,Mr/Ms…

Werequiretomakeacopyforreferenceuponretrievingyourluggage.

需要客人护照的复印件在提取行李时使用。

b.LostluggageReport

MayIhaveyoulostluggagereport,please,Mr/Ms…

Werequiretomakeacopyforreferenceuponretrieving

yourluggage.

复印一份航空公司提供的丢失行李证明书，在查询和提取行李时使用。

Copiesofthereportwillenableairportauthoritytoassistyoutotraceit.

丢失行李证明书可作为向机场查询的书面证明。

c.AuthorizationLetter

MayIhaveyoursignatureonthisauthorizationletterplease,Mr./Ms…

Weneedittoshowtotheairportlost&foundofficethatyouhaveauthorizedthehoteltoretrievetheluggageonyourbehalf.

客人签名授权酒店提取丢失行李的授权书。

c.

Airportlost&foundoffice’sregulation.

机场失物招领规则

sTEP2–Sendtheguesttoourhotel步骤2–送客人回酒店

N°

STDS

BRANDSTANDARDS

SERVICESEQUENCE

VERBIAGE/PICTURE

1

Iftheairlinecompanycannotsolvethecaserightaway,getconcerneddocuments,thensendguestbacktohotelandtellguestwewillcontinuetofollowup.

如果航空公司不能立刻解决问题，我们在取得必要的资料后，先送客人回酒店并告知我们会继续跟进此事。

sTEP3–INFORMHOTEL步骤3–通知酒店

N°

STDS

BRANDSTANDARDS

SERVICESEQUENCE

VERBIAGE/PICTURE

1

InformChiefConciergeandServiceManager,askthemtotakecareofthisguest.

通知礼宾部经理和服务经理，使酒店对这位客人能够特殊关照。

sTEP4–Requesttoretrievelostluggagefromairport步骤4–要求机场找回客人行李

N°

STDS

BRANDSTANDARDS

SERVICESEQUENCE

VERBIAGE/PICTURE

1

Assureguestthatwearemostpleasetoassistandwewouldliketohavethefollowingdocumenttofollow-upandretrieveguestluggage

同客人说明我们会尽全力帮客人找回行李，确保一些资料齐备：

Obtainguestroomnumberand

followingreferencefromguest:

a.Photocopyofguestpassport

b.LostluggageReport

c.AuthorizationLetter

客人护照复印件；丢失行李证明书；授权书。

Inmostcases,theluggagewillarriveonthenextavailableflightfromthesamedisembarkation.

通常行李会随从出发地出发的下一次航班到达。

Consistency

保持持续性

sTEP5–CheckingwithairportLost&Founddepartment步骤5–查询

N°

STDS

BRANDSTANDARDS

SERVICESEQUENCE

VERBIAGE/PICTURE

1

AirportGSAshouldcheckwithAirportLost&FoundDept.fromtimetotime.Minimaltwiceaday.

UpdatehotelConciergepromptlyofyourfollow-upwithL&F.

机场代表随时向机场失物处查询，至少每天两次。

并随时通知礼宾部事件的进程。

sTEP6–REtrieveluggage.步骤6–提取行李

N°

STDS

BRANDSTANDARDS

SERVICESEQUENCE

VERBIAGE/PICTURE

1

CollectluggagefromAirportLostandFoundDept.andarrangeforaviecheltobringitbacktohotel.

CallConciergetofeedbacktoguestaccordingly.

Adviseguestbyphonesay,

NiHao,MrXXX

MynameisXXXofConcierge.

Wehaveretrievedyourluggagefromtheairportanditonthewaybacktothehotelnow.

提取行李，由酒店班车带回酒店，由礼宾部员工马上通知客人行李何时送回酒店。

sTEP7–Deliveryofluggage步骤7–给客人送行李

N°

STDS

BRANDSTANDARDS

SERVICESEQUENCE

VERBIAGE/PICTURE

1

Conciergestaffcallguestroomagainandsay

NiHao,MrXXX

MynameisXXX.OfConcierge.

Yourluggageisherenow,canwesendittoyourroomrightnow?

Ifguestisnotintheroom.Leaveamessagetoguestroom.Keeptheluggageatconcierge.Untilguestaskussendbacktothem

Askguestifthere’sanyfurtherassistancewecouldassist.

打电话确认客人是否在房间，马上送行李给客人。

如不在，留言给客人。

询问是否客人需要其他帮助。

DomorewithSincerity

WarmandNatural

为客人多做显示我们真诚服务

CHECKLIST

INFORMATION

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PREPARATION

Arrivalreport/ETA

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EXECUTION

Limousine

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❒

CONTROL

Conciergersupervisorwillchecktoensuretheproperschedulebeingfollowedbyambassadors.

❒

SELFASSESSMENT

Stronglydisagree

Disagree

Undecided

Agree

Stronglyagree

IknowtherequestforairportpickupserviceProcedures.

❒

❒

❒

❒

❒

IknowwhatIhavetodotoairportpickupservice

❒

❒

❒

❒

❒

IhavedoneanythingpossibletosatisfyourGuests.

❒

❒

❒

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