威尼斯皇冠假日酒店《礼宾部新员工入职培训手册》

ConciergeDearteammember,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TABLEOFCONTENTSPartOnePart1WelcomeLetterFromDirectorofRoomsPage02DepartmentalOrganizationChartPage04Part2JobdescriptionPage05CheckListPage08Part3StandardOperatingProceduresConcierge1TransportationCheckListPage162AirportPickupandsendoffhandlingPage213RoomChangingPage264CheckInandCheckOutLuggageProcedurePage285LuggageRoomandStorageProcedurePage336NewspaperDeliveryPage367Guest’sMailParcel&PackagePage398StackingofLuggageOnCartPage419GroupLuggageHandlingPage4310HoldForPickUpPage4511PagingServicePage47Transportation12TransportationCheckListPage1613AirportPickupandsendoffhandlingPage2114Driver’sRulePage4915Driver’sExpensesPage5216VehicleMileagePage5317VehicleMaintenancePage54Part4AcknowledgementletterbyemployeePage57FRONTOFFICEORGANIZATIONCHARTJOBDESCRIPTION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.Checkandmakesureallstaffondut