酒店管理会所礼宾部操作标准程序.docx
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1、酒店管理手册SOPC ONCIERGEOFFICEMANUAL礼宾部操作标准程序No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording orotherwise, without the prior permission of Shangri-La International Hotel Management Limi
2、ted.SHANGRI-LA INTERNATIONAL HOTEL MANAGEMENT LIMITEDAll rights reserved SHANGRI-LA HOTELSTANDARD OPERATION PROCEDURE酒店管理之家DEPARTMENT: Front Office (Concierge)JOB TITLE: Guest Service Associate (Concierge)TASK NO: CON-01PAGE1-3TASK:AIRPORT PICK UP SERVICEEQUIPMENT REQUIRED: ARRIVAL REPORT/SIGN BOARD
3、/WALKIE TALKERWHAT TO DOHOW TO DOWHY1. Get report.2. Upon arrival airport.3. Before flight landing.4. Upon flight arrival.5. Meet the guest.Every morning and afternoon shift airport representative should print arrival report in the fidelio system.Double check with concierge daily transportation cont
4、rol sheet.Check airport limousine transfer status.Upon arrival on airport, Airport Representative should check all the guest flight arrival time according to arrival report. Make sure all the ETA is updated.Every 30 minutes check the ETA and if there are any changes, update the arrival report and ca
5、ll back to hotel to inform concierge on duty staff.Prepare sign board of printed guest name and flight details clearly.Ensure the limousine arrives at the airport 15 minutes prior to the flight arrival.Hold the signboard in front of you at eye visible level and stand in front of the arrival gate to
6、wait for the guest.Always maintain a smile and when guest approached you, say:“Ni Nao, Mr. XXX, Welcome to Wuhan. If more than one guest say Ni Hao, May I have your name please.After obtaining guest name, must greet guest by name.Get updating information for pick up guest. For reference check every
7、hotel guest arrival airport.Avoid misunderstanding between reservation and transportation.Doing right the first time and every single time.All guests are promptly met and greeted upon arrival.Avoid missed pick-up.Control of vehicle usage ProductivityGuest will be able to see his name and will be met
8、 upon arrival.Avoid airport representative missing the guest.Clear visual and able to see all guests coming out from the arrival hall.Guiding Principle core value Show respect, humilityPREPARED BY: Richard RosarioAPPROVED BY : Mr. Gilbert JungDESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION
9、:General ManagerSIGNATURE/DATEWUHAN SHANGRI-LA HOTEL STANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate (Concierge)TASK NO: CON-01PAGE2-3TASK:AIRPORT PICK UP SERVICEEQUIPMENT REQUIRED: ARRIVAL REPORT/SIGN BOARD/WALKIE TALKERWHAT TO DOHOW TO DOWHY6. Esco
10、rting to limousine. 7.7. Request for shuttle service8. Request for Taxi service“Ni Hao, welcome to WuhanShangri-La hotel, Mr./Ms Im airport representative Adam.”If this guests name is on the board, then say “ Let me help you with your luggage, Mr./Ms”Inform the limousine driver to approach the entra
11、nce to pick up guestAccompanied guest to entrance driveway. During the waiting time, the airport representative should talk with guest. “ How was the flight, Mr./Ms” “ Have you been to Shanghai before, Mr./Ms” “ The limousine will come in five minutes from the parking area.”Inform the guest the near
12、est shuttle time If guest want to wait.Show guest to airport counter. Provide todays newspaper or some hotel brochure to let guest kill time. If airport representative is not busy, He should try to talk with guest.Accompany guest out to taxi station. Call a taxi for guest, explain the hotel address
13、or direction to driver. Issue Take Me to Hotel card to guest, log down taxi number for record. Then bid farewell to guest: “ I hope you will enjoy your stay with us, Mr./Ms.”At the same time, double check with guest for number of pieces of luggageShow our warm & nature care.Do more HelpfulShow our w
14、arm care.Asian Hospitality from Caring People.Show CareInform guest of traffic situation Give the guest more choice.Show the warm & nature care. Do more for the guest.Do more for the guest.Show our warm & nature care. Safety and Security reasonsPREPARED BY: Richard RosarioAPPROVED BY : Mr. Gilbert J
15、ungDESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATEWUHAN SHANGRI-LA HOTEL STANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate (Concierge)TASK NO: CON-01PAGE 3-3TASK:AIRPORT PICK UP SERVICEEQUIPMENT REQUIRED: ARRIVAL
16、 REPORT/SIGN BOARD/WALKIE TALKERWHAT TO DOHOW TO DOWHY9. Inform Hotel10. Log BookTelephone hotel concierge and inform them the guest is on the way.If guest take limousine car, tell concierge the limousine car number, guest name, how many guest and leave airport time. How many pieces of luggage.If gu
17、est take hotel shuttle bus, inform concierge guest name and how many pieces of luggage. And total how many guests on the shuttle bus.If the guest take the taxi back to hotel, inform concierge the taxi number, color, company name, how many guest, guest name and pieces of luggage.Airport representativ
18、e must make a record on the airport log book.ConsistencyLet hotel front desk staff be ready for the guest chick in.Hotel Doorman would be able to greet guest by name.Delight the customer.Preparation to meet and expedite the check-in process.Delight the customer.Preparation to meet and expedite the c
19、heck-in process.Delight the customer.Easy for reference.PREPARED BY: Richard RosarioAPPROVED BY : Mr. Gilbert JungDESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATEWUHAN SHANGRI-LA HOTEL STANDARD OPERATION PROCEDURE酒店管理之家(Concierge)TASK NO: CON-02PAGE 1-3TASK:AIR
20、PORT LOST & FOUND SERVICEEQUIPMENT REQUIRED: STAFF I.D CARD/GUEST PASSPORT COPY/GUEST BOARDING PASS/AIRPORT LOST LUGGAGE REPORT/GUEST AUTHORIZATION LETTER/GUEST AIRTICKETWHAT TO DOHOW TO DOWHY1. Guest inform you of Lost Luggagea) Passportb) Lost Reportc) Authorization LetterUpon pick-up guest and le
21、arn that airport or airlines has lost guest luggageOffer further assistance to follow- up and retrieving guest luggageThe GSA or GSTL should obtain following reference from guest:a. Photocopy of guest passport“May I have your passport please, Mr./Ms”“We require to make a copy for reference upon retr
22、ieving your luggage.b. Lost luggage Report“ May I have you lost luggage report, please, Mr./Ms”“We require to make a copy for reference upon retrieving your luggage.c. Authorization Letter “ May I have yoursignature on this authorization letter please, Mr./Ms”“We need it for show to airport lost & f
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