FOCON18 AIRPORTLOST FOUND.docx

1、FOCON18 AIRPORT LOST FOUNDStandard Operating ProcedureTopicAIRPORT LOST & FOUND SERVICE机场失物处理程序Intent of this documentOffer efficient and courtesy service for guest.为客人提供快捷，殷勤的服务。Actions to be taken Update your existing hotel SOP if requiredDEPARTMENT COVEREDConciergeXVersion1st VersionLast modifica

2、tionApr. 30, 2012Owner(s)Pullman LinyiTASKS TO BE PERFORMED1、Guest inform you of Lost Luggage 得知客人丢失行李2 、Send the guest to our hotel 送客人回酒店3、Inform hotel.通知酒店4、Request to retrieve lost luggage from airport.要求机场找回客人行李5、Checking with airport Lost & Found department查询6、Retrieve Luggage提取行李7、Delivery of

3、 luggage给客人送行李 STEP 1 GUEST INFORM YOU OF LOST LUGGAGE 步骤1 得知客人丢失行李NSTDSBRAND STANDARDSSERVICE SEQUENCEVERBIAGE/PICTURE1Upon pick-up guest and learn that airport or airlines has lost guest luggageOffer further assistance to follow-up and retrieving guest luggage得知客人丢失行李，根据以下步骤提供进一步的帮助：The GSA or GST

4、L should obtain following reference from guest:a. Photocopy of guest passport/ID Card May I have your passport please ,Mr/MsWe require to make a copy for reference upon retrieving your luggage.需要客人护照的复印件在提取行李时使用。b. Lost luggage Report May I have you lost luggagereport, please, Mr/MsWe require to mak

5、e a copy for reference upon retrieving your luggage.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。Copies of the report will enable airport authority to assist you to trace it.丢失行李证明书可作为向机场查询的书面证明。c. Authorization Letter May I have your signature on this authorization letter please, Mr./Ms We need it to show to the

6、 airport lost & found office that you have authorized the hotel to retrieve the luggage on your behalf.客人签名授权酒店提取丢失行李的授权书。c. Airport lost & found offices regulation.机场失物招领规则 sTEP 2 Send the guest to our hotel 步骤2 送客人回酒店NSTDSBRAND STANDARDSSERVICE SEQUENCEVERBIAGE/PICTURE1If the airline company canno

7、t solve the case right away, get concerned documents, then send guest back to hotel and tell guest we will continue to follow up.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。 sTEP 3 INFORM HOTEL 步骤3 通知酒店NSTDSBRAND STANDARDSSERVICE SEQUENCEVERBIAGE/PICTURE1Inform Chief Concierge and Service Manager

8、, ask them to take care of this guest.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。 sTEP 4 Request to retrieve lost luggage from airport 步骤4 要求机场找回客人行李NSTDSBRAND STANDARDSSERVICE SEQUENCEVERBIAGE/PICTURE1Assure guest that we are most please to assist and we would like to have the following document to follow-up and

9、retrieve guest luggage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：Obtain guest room number andfollowing reference from guest:a. Photocopy of guest passport b. Lost luggage Reportc. Authorization Letter客人护照复印件；丢失行李证明书； 授权书。In most cases, the luggage will arrive on the next available flight from the same disembarkati

10、on.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 sTEP 5 Checking with airport Lost & Found department 步骤5 查询NSTDSBRAND STANDARDSSERVICE SEQUENCEVERBIAGE/PICTURE1Airport GSA should check with Airport Lost & Found Dept. from time to time. Minimal twice a day.Update hotel Concierge promptly of your follow-up w

11、ith L & 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。 sTEP 6 REtrieve luggage. 步骤6 提取行李NSTDSBRAND STANDARDSSERVICE SEQUENCEVERBIAGE/PICTURE1Collect luggage from Airport Lost and Found Dept. and arrange for a viechel to bring it back to hotel.Call Concierge to feedback to guest accordingly. Advise guest by

12、 phone say,Ni Hao, Mr XXXMy name is XXX of Concierge.We have retrieved your luggage from the airport and it on the way back to the hotel now.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。 sTEP 7 Delivery of luggage 步骤7 给客人送行李NSTDSBRAND STANDARDSSERVICE SEQUENCEVERBIAGE/PICTURE1Concierge staff call guest room

13、again and sayNi Hao, Mr XXX My name is XXX. Of Concierge.Your luggage is here now, can we send it to your room right now?If guest is not in the room. Leave a message to guest room. Keep the luggage at concierge. Until guest ask us send back to themAsk guest if theres any further assistance we could

14、assist.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。Do more with SincerityWarm and Natural为客人多做显示我们真诚服务CHECK LISTINFORMATIONPREPARATIONArrival report/ ETAEXECUTIONLimousineCONTROLConcierger supervisor will check to ensure the proper schedule being followed by ambassadors.SELF ASSESSMENTStrongly disagreeDisagreeUndecidedAgreeStrongly agreeI know the request for airport pick up service Procedures.I know what I have to do to airport pick up serviceI have done anything possible to satisfy our Guests.