威尼斯皇冠假日酒店《礼宾部新员工入职培训手册》.docx
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威尼斯皇冠假日酒店《礼宾部新员工入职培训手册》
Concierge
Dearteammember,
Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.
真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。
你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。
我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。
IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDepartment.
祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。
Yourstruly,
此致
TABLEOFCONTENTS
PartOne
Part1
WelcomeLetterFromDirectorofRoomsPage02
DepartmentalOrganizationChartPage04
Part2
JobdescriptionPage05
CheckListPage08
Part3
StandardOperatingProcedures
Concierge
1TransportationCheckListPage16
2AirportPickupandsendoffhandlingPage21
3RoomChangingPage26
4CheckInandCheckOutLuggageProcedurePage28
5LuggageRoomandStorageProcedurePage33
6NewspaperDeliveryPage36
7Guest’sMailParcel&PackagePage39
8StackingofLuggageOnCartPage41
9GroupLuggageHandlingPage43
10HoldForPickUpPage45
11PagingServicePage47
Transportation
12TransportationCheckListPage16
13AirportPickupandsendoffhandlingPage21
14Driver’sRulePage49
15Driver’sExpensesPage52
16VehicleMileagePage53
17VehicleMaintenancePage54
Part4
AcknowledgementletterbyemployeePage57
FRONTOFFICEORGANIZATIONCHART
JOBDESCRIPTION
工作职责描述
JobTitle:
ConciergeSupervisor
职位：
礼宾部主管
LOCATION:
CROWNEPLAZASHENZHEN
工作场所：
深圳威尼斯皇冠假日酒店
Department:
FrontOffice
部门：
房务部/前厅部
Responsibleto:
ChiefConcierge
有责任于：
礼宾部经理
Responsiblefor:
负责：
BellBoy
行李员
Doorgirl
门童
JobSummary:
ToensurethesmoothoperationoftheConciergedailyoperation,BellServicetransportation,ensuringmaximumguestsatisfaction.
确保礼宾部每天正常运做，行李及车辆服务顺畅运作，保障客人最大满意服务。
MAINDUTIESPERSONNEL主要职责：
1.ReadtheconciergeshiftLog-Book,checkifsomethingswhichlastshiftleftneedtobefollowup.
查看礼宾部交班本，查看上一个班有没留下需要跟进的事情。
2.Checkthetransportationdailyarrangementnoticebook,ifguestbooksairportpickupordropoff,weshouldcheckandmakesurethemineralwatel,handtowel,newspaperwerewellsetupinsidethehotelvehiclebeforetheygotoairportforpickingguestorsendingguest,makesuretheguest’sname（inclusivegender）whichtypedonthepaperiscorrectly.Besidespaymoreattention:
checktheflights’clearinformation,mustbefamiliarwithairport’status.Asweknow,therearetwoterminalsatShenZhenairport.Differenceflightnumberwiththedifferenceterminalforarrivalanddeparture,REMEMBER:
forairportdropoffservice,weshouldgettheclearflightnumberfromguestorourmanagement.Especialforforeignerswemustpasstheclearinformationtoourdriver.
检查车辆日常安排本，如果有客人预定接机或送机服务，我们要确保在接机或送机之前
在酒店车辆内部放好矿泉水，酒店毛巾，和报纸。
确认客人的姓名（包括性别）在接机纸上是否正确。
除此之外还要注意确认清楚航班信息，一定要熟悉机场情况。
我们知道在深圳机场有两个侯机楼，不同的航班号码在不同的侯机楼登机和离开。
备注：
特别是
送机服务，我们要从客人或经理那里知道确切的航班信息，特别是外国客人我们要把正确信息告诉我们的司机。
3.Checkthetransportationdailyarrangementnoticebook,ifguestbooksFerrypickupordropoff,weshouldcheckandmakesurethemineralwatel,handtowelnewspaperwerewellsetupinsidethehotelvehiclebeforetheygotoFerry.TherearetwoFerriesinShenZhen,oneisSheKouFerrywhichispopularone.AnotherisFuYongFerrythatisclosertoShenZhenairport.REMEMBER:
wemustgettheclearinformationfromtherequesterandsharetheinformationwithdriver.
检查每天车辆安排本，如果有客人预定的码头接送服务，我们要在酒店车辆离开酒店之前在基点车辆内部放好矿泉水，毛巾和报纸。
在深圳有两个码头，一个是蛇口码头。
另外一个是福永码头很靠近深圳机场。
备注：
我们要给酒店司机清楚的信息。
4.Checkandmakesureallthetransportationorderwerewellarrangedandallthetransportationchargeweredoneinproperway.
确保所有的用车已经安排好，并准备好把车辆费用入到客人的房费里并做好记录。
5.Checktheluggagestorageroom,reconfirmluggageamountaccordingtostoragecontrolsheet,
检查礼宾部行李房，再次确认行李数量依照行李寄存控制表。
6.Checkthedailyarrivallistanddeparturelist.
检查每天住房和退房登记。
7.ChecktheVIParrival,departure,andinhouselist,checkthehotellongstayingguestaccordingtoDailyActivityReport,makesureallofVIProomsandLSGroomsweresendproperlynewspaperontimeaccordingtotheirnationalityorhistory/habit
查看每天贵宾到达，离开和在店情况，查看长住客人情况依照每天实际报表，确保每个贵宾和长住客依照国籍或客史/习惯收到相应的报纸。
8.Checkthedailyfunctionreport,makesureallofconciergestaffknowthedetailsmeetingvenue.
查看每天会议报表，确保所有礼宾部行李员知道详细的会议地点。
9.Checkthestaff’appearanceandtheattendanceofshift.
查看当班员工仪容及出勤。
10.Checkthecleanlinessofalltheluggagetrolley,checktheumbrellaparstock,checkwheelchair’status.
检查所有的行李车是否干净，检查雨伞的数量和轮椅的情况。
11.Checkthecleanlinessandtidinessofluggagestorageroomandconciergeservicecounter.
检查行李房和礼宾部柜台是否干净整洁。
12.Checkthecleanlinessofthehotelmainentrance,checkthecleanlinessofhotelvehicle,insideandoutside,smellfreshinside.
检查酒店大门口是否干净，检查所有酒店车辆外面和里面是否干净，气味是否新鲜。
13.Checkthestationary.Checkconciergeoperationforms.
查看礼宾部日常运做表。
14.Checkandmakesurestaffknowallthememoandinformation,pushstafftoreadconciergelogbook.
检查并确保所有的员工知道备忘录的信息，监督员工看礼宾部交接班本。
15.Checkandmakesureallthemessage,fax,andinternalinformationweredeliveredandrecordedinproperway.
检查并确保所有留言传真和内部的资料传递情况并做好记录。
16.Checkandmakesurealltheincomingandoutgoingitemswererecordedinproperway.（holdforpickup,mails,laundry.Etc.）
检查并确保所有的转进和转出递送做好相应的记录（物品转交，邮件，洗衣等）.
17.Checkandmakesureallbellboy’sactivitieswererecordedinproperway.
查看并确保所有行李员工作情况并做好相应的记录。
18.Checkandmakesurealltheluggage（FIT,group）wasdeliveredtoguestroominproperway.
检查并确保所有客人的行李（散客，团队）递送到客人房间并做好相应的记录。
19.Checkandmakesureallstaffondutyisveryfamiliarwithhotelactivity.
检查并确保所有当班员工班熟悉酒店最新动态。
20.Checkandmakesureallstaffondutyansweringthetelephoneinproperway,thedoorgirlandbellboyondutygreetingandsmilingtoguestandhotelmanagementanytime.
检查并确保所有的当班员工在接听电话时正确的方式，女门童和行李员当班时是否任何时候对客人和酒店经理们打招呼并微笑
21.Checkandmakesureeverycasehappenedonyourshiftwerefollowedupinproperwayandrecordonthelogbook.
检查并确保每一件发生在当班时的事情需要跟进时要在交班记录本上记录。
TheabovepointsshouldbefollowedupstrictlyandaccordinglybyalltheConciergesupervisoranddriver/bellboy,Seriousdisciplinaryactionwillbetakeniftheabovepointsarenotbeenfollowedupaccordingly.
以上规章制度要求所有礼宾部主管和司机/行李员严格执行，如果违反将严肃处理。
ConciergeSupervisorCheckingList
MorningShift
Date:
Time
Beforeproceedingwiththecheckinglist,Remembertocheckyourselfbeforeyoucheckonothers.
Time
Location/Section
Remarks
Action
1.SigninginandattendingtheNightManagerBriefing.
2.Read&signlogbook.
3.HandovertheConciergecashfloat,ConciergeKeys,Hotelvehiclekeysstatus,WalkieTalkie/batteryandparkticketsaccordingtotheShiftHandOverlist
3.Check&followupdailytransportationarrangement:
Askreceptionisttoprintdailytracereport;andthenenterLandmarksystem,press“5”toenterExpectedArrivals,Press“LIM”codeatspecialservicespace,thenpress“enter”wewillgetdailyTransportationarrangementreport.Comparetracereport,LIMreportandouroriginalarrangement.MakesureeveryTPTrequestwillbearrangedproperly.
4.CheckandgetthemostupdateLuggagestoragerecord,Holdforpickupitemsrecordandairportpickupsignfromnightshiftbellboy.
5.ChecktheDailyActivityReportandbefamiliarwiththeVIParrivals/today’sevents/occupancy,Checkthedailytemperatureforecaststatus
6.Checkstaffappearance,staffattendance.
7.Checkequipment&stationary,keepservicecounterclean&tidy.Luggagetag,Luggageclaim,Drivemetocard,stationary.
8.CheckLuggagetrolley,mainentrancestatus.
7:
15AM
Giveabriefingtoshiftbellboysanddoorgirls
7:
30AM
PassthehoteldailysalesinformationandhadthenightshiftbellboysentacopyofDailyTransportationControlSheettoDriveroffice.
8:
AM
Dailynewspaperdelivery:
PrintouttheInHouseVIPguestsReportandtheguestwithspecialrequestforthenewspaperreportandhadthebellboysentthenewspaperrightawayaccordingly.
Printthestayoverguest’sreportandsendrightdailynewspapertoguestroomaccordingtotheirnationality.PaymoreattentionforHouseuseNewspaperdeliveryandassignthedeliveryworkamongbellboys.
9:
00AM
Dailymailreceivinganddelivering
Paymoreattention:
allofExpressmailsandregisteredmailsandparcel,package’sordershouldrecorddetailsonbellboymovementcontrolsheetandhadconcernedpersonsignforreceiving.Emptythemailholdingdraweraccordingly.
9:
30AM
AttendingFOMmorningbriefingiftheChiefConciergeistakingdayoff.CheckandgetnewinformationfromConciergeCCmailboxwithourpasswordandbrieftoConciergestaff.
10:
AM
Assigntheluggage,message.fax,formsdeliverywork.Monitorbellboy’smovement.
14:
20PM
HandovertoAfternoonshiftstaff.
CrownePlazaShenzhen
ConciergeSupervisorCheckingList
AfternoonShift
Date:
Time
Beforeproceedingwiththecheckinglist,Remembertocheckyourselfbeforeyoucheckonothers.
14:
30PM
1.SigninandAttendingtheconciergeBriefing.AndbefamiliarwiththeVIParrivals/today’sevents/occupancy,Gettobebriefedaboutthedailytemperatureforecaststatus.Checkstaffappearance,staffattendance.
1.AttendingtheFrontOfficeBriefing
2.Read
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