失物招领 Lost & Found
1. 目的Purpose
本标准操作程序涵盖处理船上及船下失物招领的程序。
This SOP covers the procedures for dealing with Lost and Found Items on and off the ship
2. 范围Scope
本标准操作程序主要面向宾客行程礼宾团队，但所有工作人员都应了解相关程序，以便向宾客提供相应指导和发现遗失物品的处理方法。
This SOP is primarily for Explorer’s Concierge, but all crew should be aware of the procedures and where to go or direct the guest or any found item
3. 要求Requirements
失物招领日志Lost & Found Log
4. 职责Responsibilities
宾客服务经理负责宾客失物招领程序，所有宾客行程礼宾员都要接受有关失物招领的培训。如果需要港口代理的协助，则由二级行政事务长负责。如果该物品在岸上丢失，岸上行程经理应联系相关运营商。
The Guest Services Manager is responsible for the Guest Lost & Found process and all Explorer’s Staff team members are trained to manage lost and found items. The 2nd Purser Admin is responsible if port agent’s assistance is required. If the item is lost during the Shorex the Shorex manager has to contact the respective Operator
5. 程序Procedures
本标准操作程序包括以下部分
This SOP has the following sections:
4.17.1失物招领Lost and Found
4.17.2 护照/身份证遗失/被盗Passports/ID Lost /Stolen
4.17.3 信用卡丢失/被盗Credit Cards Lost/Stolen
6. 失物招领Lost and Found
所有遗失物品都应交到宾客服务中心，并记录在失物招领日志上。
All items are brought to the Guest Service Center and are logged on the Lost & Found report.
船员丢失物品由人事部记录。
Crew Lost items are entered by HR.
非贵重物品存放在船上指定的安全区域。所有贵重物品在船上的安全箱中保存90天。如果90天后，未被认领的贵重物品和非贵重物品将会被移交给船上安保部门，他们在副船长的指导下将向政府当局报告并交付这些物品。
The item/s are stored in a secured assigned area onboard the ship for non-valuable items. All valuable items are kept in safety box onboard for 90 days. If after 90 days the non-valuable & valuable items are not reclaimed, the items will be handed over to the shipboard Security team, who will report and deliver the items to the government authorities under Staff Captain’s direction.
如果失主认领物品，物品归还给宾客之前，宾客需在日志上签字确认。
If its owner retrieves the item, the log is completed and signed by the guest before the item is returned to them.
最终的失物招领报告和航程报告一起邮件发送给酒店总经理。
A final lost and found report is send to the GM together with the end of cruise report.
如果客户关怀联系船上的宾客服务部，并且物品已找到，宾客服务部将直接把物品邮寄给宾客，邮寄费用将记入招待账户。
If customer care contacts Guest Services on board and the item is found, Guest Services will send the item directly to guest, the deliver charges go to the Goodwill account.
7. 护照身份证遗失/被盗Passports/ID Lost /Stolen
宾客可告知宾客行程礼宾员护照/身份证被盗或丢失的情况。如果客人报告他们的护照/身份证在船上丢失/被盗，宾客行程礼宾员将向宾客服务经理报告，宾客服务经理将通知员副船长开始调查。
Explorer Concierge may be advised by guests that they believe they have either lost their passport / ID card or it got stolen. If the guests report their passport / ID card got lost/stolen onboard, the Explorer Concierge will report to the GSM, who will alert the Staff captain to start an investigation.
当宾客告知护照/身份证丢失或被盗时，宾客行程礼宾员要通知二级行政事务长。
Explorer Concierge informs 2nd Purser Admin when guests report a missing/stolen Passport/ ID card.
二级行政事务长与港口代理人一起在岸基协助客人，并与当地政府协调。遗失护照和身份证的程序有所不同。
2nd Purser Admin liaises with Port Agent to support the guest on shore side and coordinate with the local authorities. Different procedures apply for a lost Passport or ID card.
护照：由于在中国旅行无需护照，宾客可以在航次结束后到出入境管理局报失。
Passport: as a Passport is not a requirement for a trip in China, guests can report their lost passport at the end of their cruise at the immigration office.
身份证：客人应到最近的警察局报失，并领取临时身份证。二级行政事务长必须通知港口代理；港口代理通知港口安保允许客人回船。
ID-Card: guests should report to the nearest Police station and get a temporary ID card issued. 2nd Purser Admin must inform the Port agent; the port agent has to inform terminal security to let the guests back onboard.
8. 信用卡丢失/被盗Credit Cards Lost/Stolen
信用卡丢失/被盗和护照丢失或被盗的程序类似，但是宾客可以致电其信用卡发卡行挂失。
A similar process applies as with missing or stolen passports; however, the guest will be able to make a call to their credit card company to report the card missing or stolen.
当宾客报告信用卡丢失/被盗的情况时，宾客行程礼宾员告知酒店事务长/财务总监。
Explorer Concierge informs Hotel Purser/Financial Officer when guests report a lost/stolen Credit Card.
6. 参考References
无 N/A
7. 定义Definitions
无N/A