星级酒店礼宾部SOP(doc 93).doc
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1、酒店管理手册礼宾部标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURECONCIERGETask No. DescriptionCON-01 Airport pick up 机场接机CON-02 Airport Lost & Found service 机场失物处理程序CON-03 Wake-up call/ to guest room 去客人房间叫早服务CON-04 Room change 换房程序CON-05 Message taking 处理留言CON-06 Wake up call 处理叫早服务CON-07 O
2、rdering of flowers 订花服务CON-08 Incoming item delivery 外部物品转交CON-09 Outgoing item to be held 外转物品寄存CON-10 Restaurant reservation 餐厅预定CON-11 Limousine booking 订车服务CON-12 Taxi booking 出租车预定CON-13 Tour arrangement 旅游安排CON-14 Flight reconfirmation 重新确认机票CON-15 Flight changing 机票更改CON-16 Traveling ticket p
3、urchasing 机票/ 火车票 购买CON-17 Loan of concierge item 出借物品服务CON-18 Opening of vehicular door 开车门程序CON-19 Check in FIT 散客登记程序CON-20 Rooming a guest 引领客人去房间程序CON-21 Check out FIT 散客退房程序CON-22 Group check in 团队登记程序CON-23 Group check out 团队退房程序CON-24 Short term storage 短期行李寄存CON-25 Long term storage 长期行李寄存C
4、ON-26 Handling & Delivery of message 处理,传递留言CON-27 Board paging 客人传呼CON-28 Flag raising 升旗程序CON-29 Pre shift briefing and hand over 交班程序CON-30 Special newspaper request 对报纸特别要求CON-31 Airport pick-up signage 机场接机牌CON-32 Run for errand 代客购物CON-33 Door open 开门程序CON-34 Log book 交班本CON-35 How to handle g
5、uest complaint 处理客人投诉CON-36 Cancel transportation booking 取消订车TRADERS FUDU HOTEL, CHANGZHOUSTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office - ConciergeJOB TITLE: Guest Service Associate -ConciergeTASK NO: CON-01 PAGE 1-4 TASK: AIRPORT PICK UP SERVICE 机场接机EQUIPMENT REQUIRED: ARRIVAL REPORT / SIGN
6、 BOARD / HOTEL MOBILE PHONEWHAT TO DOHOW TO DOWHY1. Get report.报表2. Upon arrival airport.到达机场3. Before flight landing.航班落地前4. Upon flight arrival.航班到达Every morning and afternoon shift airport representative should print arrival report in the Fidelio system. Double check with concierge daily transpor
7、tation control sheet.Check airport limousine transfer status. 每个班次机场代表在系统中打印接机报表。与礼宾部每天的车辆安排表相对照。Upon arrival airport. Airport representative should check all the guest flight arrival time according to arrival report. Make sure all the ETA is updating.Every 30 minutes check the ETA,if any changes ma
8、ke, update the arrival report and call back to hotel inform concierge on duty staff.根据报表接机时间在机场查询最新航班信息,随时通知酒店最新的航班时间。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. 准备好接机牌 (客人姓名,航班信息),车辆须在航班落地前十五
9、分钟到达机场。Hold the signboard in front of you at eye visible level and stand in front of the arrival gate to wait for the guest. 手持接机牌在出口处等候客人Get updating information for pick up guest. For reference check every hotel guest arrival airport.得到最新的接机信息以备查。Avoid mistaken between reservation and transportati
10、on.Doing right the first time and every single time.避免预定部和车队之间的误解All guest are promptly meet and greeted upon arrival.Avoid missed pick-up.Control of vehicle usageproductivity所有要求接机客人在到达时被欢迎,避免漏接客人,合理调度车辆。Guest will be able to see his name and being meet upon arrival.Avoid airport representative wil
11、l miss the guest.避免漏接客人Clear visual and able to see all guest coming out from the arrival hall.选择能看到所有客人的明显位置。PREPARED BY: Christina DingAPPROVED BY : Mr. Charles.CableDESIGNATION:FOMSIGNATURE/DATEDESIGNATION:GMSIGNATURE/DATETRADERS FUDU HOTEL, CHANGZHOUSTANDARD OPERATION PROCEDUREDEPARTMENT: Front
12、Office ConciergeJOB TITLE: Guest Service Associate -ConciergeTASK NO: CON-01 PAGE 2-4 TASK:AIRPORT PICK UP SERVICE 机场接机EQUIPMENT REQUIRED: ARRIVAL REPORT/SIGN BOARD / HOTEL MOBILE PHONEWHAT TO DOHOW TO DOWHY5. Meet the guest.迎接客人6. Escorting to limousine.送往车辆处7. Request for shuttle service要求班车服务Alwa
13、ys maintain a smile and when guest approached you, say : Ni Hao, Mr XXX, Welcome to Changzhou if more then one guest say Ni Hao, May I have your name please. After obtain guest name, must greet guest by name.标准用语问候客人,确认客人身份。Ni Hao, welcome to Traders Hotel,Changzhou, Mr/Ms Im airport representative
14、My name is XXX. 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 entrance to pick up guest 介绍自己,提供行李服务。通知司机客人的到达。Accompanied guest to entrance driveway. During the waiting time, the airport representative should talk
15、 with guest. “ How was the flight ,Mr/Ms” Have you been to Changzhou before, Mr/Ms The limousine will come in five minutes from the parking area.”陪同客人去车辆处,说明车辆马上到达,并与客人聊天沟通Inform the guest the nearest shuttle time If guest want to wait.Show guest to airport counter. Provide today newspaper or some h
16、otel brochure let guest spend time. Airport representative is not busy. Try to talk with guest.告知班车时间,如客人愿意等候,指引至接机台,提供报纸等供客人阅读。Guiding Principle core valueShow respect, humility尊重,谦恭Show our warm & nature care.显示热情的欢迎。PREPARED BY: Christina DingAPPROVED BY : Mr. Charles.CableDESIGNATION:FOMSIGNATUR
17、E/DATEDESIGNATION:GMSIGNATURE/DATETRADERS FUDU HOTEL,CHANGZHOUSTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office ConciergeJOB TITLE: Guest Service Associate -ConciergeTASK NO: CON-01 PAGE 3-4 TASK:AIRPORT PICK UP SERVICE 机场接机EQUIPMENT REQUIRED: ARRIVAL REPORT/SIGN BOARD / HOTEL MOBILE PHONEWHAT TO
18、 DOHOW TO DOWHY8. Request for Taxi service要求出租车服务9. Inform Hotel通知酒店Accompanied guest go out to taxi station. Call a taxi for guest, explain the hotel address or direction to driver. Issue Take Me to Hotel card to guest, log down taxi number for record. Then farewell to guest: “ I hope you will enjo
19、y your stay with us, Mr/Ms” During the call taxi, double check with guest pieces of luggage帮助客人安排出租车,告知司机酒店地址,记下车号备查,再次与客人确认行李件数。Telephone hotel concierge and inform them the guest is on the way.打电话通知酒店客人信息。 If guest take limousine car, tell concierge the limousine car number, guest name, how many g
20、uest and leave airport time. How many pieces of luggage.如客人乘坐酒店车,通知礼宾部车号,客人姓名,人数,行李件数,离开机场时间。If guest take hotel shuttle bus, inform concierge guest name and how many pieces of luggage. And total how many guests on the shuttle bus.如客人乘酒店班车,通知客人人数,姓名,行李件数。Do more for the guest.Safety and Security rea
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