深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册.docx

1、深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册New Employee Handbook 礼宾部新员工入职培训手册 JOB DESCRIPTION工作职责描述Job Title : Concierge Supervisor职位： 礼宾部主管LOCATION: DIJON HOTEL SHANGHAI工作场所： 帝璟丽致大酒店Department : Front Office部门： 前厅部Responsible to : Chief Concierge有责任于： 前厅部经理Responsible for : 负责： Bell Boy行李员 Door girl 门童Job Summary : To

2、 ensure the smooth operation of the Concierge daily operation ,Bell Service transportation ,ensuring maximum guest satisfaction. 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。MAIN DUTIES PERSONNEL主要职责：1.Read the concierge shift Log-Book, check if some things which last shift left need to be follow up.2.查看礼宾部交班

3、本，查看上一个班有没留下需要跟进的事情。3.Check the transportation daily arrangement notice book, if guest books airport pick up or drop off, we should check and make sure the mineral watel, hand towel, newspaper were well set up inside the hotel vehicle before they go to airport for picking guest or sending guest, mak

4、e sure the guest s name (inclusive gender) which typed on the paper is correctly. Besides pay more attention: check the flights clear information, must be familiar with airport status. As we know, there are two terminals at airport. Difference flight number with the difference terminal for arrival a

5、nd departure, REMEMBER: for airport drop off service, we should get the clear flight number from guest or our management. Especial for foreigners we must pass the clear information to our driver. 4.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

6、要熟悉机场情况。我们知道在上海机场有两个侯机楼，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。5.Check the transportation daily arrangement notice book, if guest books Ferry pick up or drop off, we should check and make sure the mineral watel, hand towel newspaper were well set up inside the hot

7、el vehicle before they go to Ferry. There are two Ferries in , one is She Kou Ferry which is popular one. Another is Fu Yong Ferry that is closer to airport. REMEMBER: we must get the clear information from the requester and share the information with driver.6.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

8、在基点车辆内部放好矿泉水，毛巾和报纸。在上海有两个码头，一个是蛇口码头。另外一个是福永码头很靠近上海机场。备注：我们要给酒店司机清楚的信息。7.Check and make sure all the transportation order were well arranged and all the transportation charge were done in proper way.8.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。9.Check the luggage storage room, reconfirm luggage amount accor

9、ding to storage control sheet,10.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。11.Check the daily arrival list and departure list.12.检查每天住房和退房登记。13.Check the VIP arrival, departure, and in house list, check the hotel long staying guest according to Daily Activity Report , make sure all of VIP rooms and LSG rooms were

10、send properly newspaper on time according to their nationality or history/habit14.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。15.Check the daily function report, make sure all of concierge staff know the details meeting venue.16.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。17.Check the staff appea

11、rance and the attendance of shift.18.查看当班员工仪容及出勤。19.Check the cleanliness of all the luggage trolley, check the umbrella par stock, check wheel chair status.20.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。21.Check the cleanliness and tidiness of luggage storage room and concierge service counter.22.检查行李房和礼宾部柜台是否干净整洁。

12、23.Check the cleanliness of the hotel main entrance, check the cleanliness of hotel vehicle, inside and outside, smell fresh inside.24.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。25.Check the stationary. Check concierge operation forms.26.查看礼宾部日常运做表。27.Check and make sure staff know all the memo and inform

13、ation, push staff to read concierge logbook.28.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。29.Check and make sure all the message, fax, and internal information were delivered and recorded in proper way.30.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。 31.Check and make sure all the in coming and out going items were recorded in

14、proper way.(hold for pick up, mails, laundry. Etc.)32.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）.33.Check and make sure all bellboys activities were recorded in proper way.34.查看并确保所有行李员工作情况并做好相应的记录。35.Check and make sure all the luggage (FIT, group) was delivered to guest room in proper way.36.检查并确保所有客人的行李

15、（散客，团队）递送到客人房间并做好相应的记录。37.Check and make sure all staff on duty is very familiar with hotel activity.38.检查并确保所有当班员工班熟悉酒店最新动态。39.Check and make sure all staff on duty answering the telephone in proper way, the door girl and bellboy on duty greeting and smiling to guest and hotel management anytime.40

16、.检查并确保所有的当班员工在接听电话时正确的方式，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41.Check and make sure every case happened on your shift were followed up in proper way and record on the logbook. 42.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。 The above points should be followed up strictly and accordingly by all the Concierge supervis

17、or and driver/bellboy, Serious disciplinary action will be taken if the above points are not been followed up accordingly.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。Concierge Supervisor Checking ListMorning ShiftDate: TimeBefore proceeding with the checking list, Remember to check yourself before you chec

18、k on others.TimeLocation/SectionRemarksAction7:00AM1. Signing in and attending the Night Manager Briefing.2. Read & sign logbook.3. Hand over the Concierge cash float, Concierge Keys, Hotel vehicle keys status, Walkie Talkie /battery and park tickets according to the Shift Hand Over list3. Check & f

19、ollow up daily transportation arrangement:Ask receptionist to print daily trace report; and then enter Landmark system, press “5” to enter Expected Arrivals, Press “LIM” code at special service space, then press “enter” we will get daily Transportation arrangement report. Compare trace report, LIM r

20、eport and our original arrangement. Make sure every TPT request will be arranged properly. 4. Check and get the most update Luggage storage record, Hold for pick up items record and airport pick up sign from night shift bellboy.5.Check the Daily Activity Report and be familiar with the VIP arrivals/

21、todays events/occupancy, Check the daily temperature forecast status 6. Check staff appearance, staff attendance.7. Check equipment & stationary, keep service counter clean & tidy. Luggage tag, Luggage claim, Drive me to card, stationary. 8. Check Luggage trolley, main entrance status.7:15AMGive a b

22、riefing to shift bellboys and door girls7:30AMPass the hotel daily sales information and had the night shift bellboy sent a copy of Daily Transportation Control Sheet to Driver office.8:AMDaily newspaper delivery:Print out the In House VIP guests Report and the guest with special request for the new

23、spaper report and had the bellboy sent the newspaper right away accordingly.Print the stay over guests report and send right daily newspaper to guest room according to their nationality. Pay more attention for House use Newspaper delivery and assign the delivery work among bellboys. 9:00AMDaily mail

24、 receiving and deliveringPay more attention: all of Express mails and registered mails and parcel, packages order should record details on bellboy movement control sheet and had concerned person sign for receiving. Empty the mail holding drawer accordingly.9:30AMAttending FOM morning briefing if the

25、 Chief Concierge is taking day off. Check and get new information from Concierge CC mail box with our password and brief to Concierge staff.10:AMAssign the luggage ,message. fax, forms delivery work. Monitor bellboys movement.14:20PMHand over to Afternoon shift staff. Concierge Supervisor Checking L

26、istAfternoon ShiftDate: TimeBefore proceeding with the checking list, Remember to check yourself before you check on others.14:30PM1. Sign in and Attending the concierge Briefing. And be familiar with the VIP arrivals/todays events/occupancy, Get to be briefed about the daily temperature forecast st

27、atus. Check staff appearance, staff attendance.15:00PM1. Attending the Front Office Briefing2. Read & sign logbook.3. Hand over the Concierge cash float, Concierge Keys, Hotel vehicle keys status, Walkie Talkie /battery and park tickets according to the Shift Hand Over list4. Check equipment & stati

28、onary, keep service counter clean & tidy. Make sure there are enough stock at the counter such as Luggage tag, Luggage claim, Drive me to card, stationary.5. Check Luggage trolley, main entrance status.15:30PM. Check & follow up daily transportation arrangement:Reconfirm the transportation arrangeme

29、nt and find out the items which need to follow up.16:00PMAssign the luggage ,message. Fax, forms delivery work. Monitor bellboys movement.18:00PmReconfirm the tomorrows transportation reservation.20:00PMCheck tomorrows transportation arrangement and call the concerned driver for overtime work if nec

30、essary. Put all of the requested information into the Lanmark system accordingly. 22:00PMPrint out the Actual Arrival Guest Report and assign the newspaper delivery work among the bellboys. 22:30PMReconfirm if all the transportation was charged accordingly and submit the Transportation Daily Sales Report. 23:00PMShift handed over to night shift bellboy. Check vehicle key