威尼斯皇冠假日酒店《礼宾部新员工入职培训手册》

Concierge Dear team member, Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated. 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。 I wish you a pleasant and fruitful working experience at Front Office Department. 祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。 Yours truly, 此致 TABLE OF CONTENTS Part One Part 1 Welcome Letter From Director of Rooms Page 02 Departmental Organization Chart Page 04 Part 2 Job description Page05 Check List Page08 Part 3 Standard Operating Procedures Concierge 1Transportation Check List Page 16 2Airport Pick up and send off handling Page 21 3Room ChangingPage 26 4Check In and Check Out Luggage Procedure Page 28 5Luggage Room and Storage Procedure Page 33 6Newspaper Delivery Page 36 7Guests Mail Parcel 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 report 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/todays events/occupancy, Check the daily temperature forecast status 6. Check staff appearance, staff attendance. 7. Check equipment and Director Of Sales above that, it must be approved by General Manager/Deputy General Manager, and EAM IC Rooms. 酒店礼宾司/大堂经理/销售部经理可给予酒店车价全价九折优惠，市场盈销总监/销售总 监/前厅部经理/前厅部副经理可给予酒店车价全价八折优惠，超过以上优惠折扣需经过总 经理/副总经理/房屋总监批准同意。 2.Chief Concierge and Assistant Manager are authorized to approve the normal car upgrade due to unavailability or special request. 酒店礼宾司/大堂经理有权根据车辆安排情况或特殊需要给车辆升级。 3.With the exception of complimentary car arrangement, can only be approved by General Manager/Deputy General Manager, and EAM IC Rooms. 特殊情况免费车辆安排，需经过总经理/副总经理/房屋总监先批准同意。 4.Hotel internal staff is entitled to have 30% off of the rack rate according to availability. Advance booking with department head approval is requested for the employee rate. 酒店员工可根据酒店车辆安排情况享受全价七折优惠，员工价必须提前预定并经部门总 监同意后方可。 Limousine unavailable at airport机场无车机场无车 1.If a guest has booked a limousine and for some reason the limousine is not at airport on guest arrival the following procedure applies: 如果由于某种原因，客人订的车辆未能在客人要求接机的时间到达机场时，需采用以下 程序： Must apologized for the inconvenience caused to guest. 必须为导致客人不便道歉。 Get the guests contact cell phone number, advise the guest we will call back for arrangement within 3 minutes. 向客人询要联系电话并建议客人我们将在3分钟内与客人确认车辆安排。 Chief concierge must be informed about the case。 礼宾司必须被通知以上情况。 2.For the guest at ShenZhen airport, advised the guest we will send a limousine to pick him up in about 30 minutes. If the guest could not accept, advise the guest to take a taxi from the airport and get the taxi plate number from guest. For the guest at Hong Kong airport, advise the guest to take the Contracted Bus company or wait for the Contract Hire Car Company for picking up. 如客人在深圳机场，我们将建议客人在30分钟左右安排车辆到机场接客人。如客人不接 受，建议客人乘出租车并得知客人出租车车牌号。如客人在香港机场，建议客人乘坐香 港至酒店协约大巴或等候酒店协约租车公司车辆接送。 3.Chief concierge must be available upon guests arrival at the hotel main entrance and extend VIP registration 礼宾司必须于酒店大门提前等候客人并按贵宾待遇办理登记手续。 REF NO.:Rooms/FO Con.-002 EFFECTIVE DATE: May. 01. 2005NO. PAGES: 15 SUBJECT: Picking Up And Sending Off Handling COMMUNICATED TO: All Department Heads PREPARED BY: David YangAPPROVED BY: FOM Objective目的目的: To meet guests satisfaction by providing an efficient an efficient welcome and farewell at the Airport. 在机场为客人提供有效率的欢迎及送行以达客人满意的目的。 Policy政策政策： It is the policy of the Crowne Plaza Shenzhen that every arrival/departure guest who utilizes hotels limousine service must be handled in an effective and efficient way with minimal hassle. 深圳威尼斯酒店的政策是，应以快速、有效的方式为抵达或离店的客人提供用车服务，并力求 为他们提供最大方便。 Procedures程序程序： Arriving GuestsHotel driver 抵达客人酒店司机 1.Hotel driver should be at the airport 10 minutes prior guests flight expected arrival time. Hotel driver should reconfirm the guests flight information upon arrival at the airport. 酒店司机应当在客人航班预计到达前10分钟前到达机场。司机到达机场后应再次确认客航 班信息。 2.Hotel driver will have the arriving guests names clearly printed on the Welcome Signboard and held in a visible manner for the guests to see at the airport passenger exit. 司机应将到达客人的姓名清楚地贴在欢迎牌上，在醒目位置手举此牌以便客人看见。 3.Upon the guests approach, hotel driver should re-verify the guests names as the same ones on the Signboard. 当客人走近时，司机应再次核实客人名字是否与欢迎牌上的名字一致。 4.Guests may approach you because of the Crowne Plaza ShenZhen Sign, sell hotel room to guests if possible. 客人可能因为深圳威尼斯酒店的名字而接近你. 尽可能向该客人推销酒店客房. 5.Once you have verified the guests names are correct. Welcome the guests and introduce yourself. 在你证实客人名字正确以后,欢迎客人并作自我介绍. 6.Assist the guests with their luggage to where the limousine is parking. 协助客人将他们的行李运至小车的停车处. 7.Open door to car for guests to take seats. Reconfirming the number of guests luggage after loading luggage. 为客人找开车门以便其上车就座,在装完行李后再次与客人确认行李件数。. 8.Ensure all the guests bags are loaded in the trunk in a secure manner to prevent damage of falling out while being transported. 确保已将客人全部行李安全地放小车的行李箱内,以防在行车途中损坏或掉落。 9.Before car departing, hotel driver should call Guest Service center in the hotel and advise of guests names and that they just departed from hotel. 在小车离开前,司机应致电客户服务中心并告之客人姓名,以及他们刚刚从机场离开. 10. On departing the airport, the driver should greet the guests and introduce himself/herself. Then offer hand towel. 当离开机场时，司机应欢迎客人作自我介绍并提供毛巾。 11. Advise guests of how long it will take to get to hotel and offer music list to check if guests like some music along their trip. 告诉客人到达酒店所需的时间,提供车载音乐单供客人选择。 12. If a guest I sleeping or has his eyes closed, do not wake him to have the conversation. If the guest seems like he/she does not want to talk, do not disturb the guest. 如果客人正在睡觉或是闭着眼睛，不要叫醒客人进行谈话，如果客人看起来他/她并不想 聊天，则不要打扰客人。 13. When arriving at the hotel, assist in unloading the guests luggage and report to concierge shift supervisor. 当到达酒店时协助客人卸行李,并告知礼宾部当班主管已接回客人。 Arriving GuestsBellman 抵达客人抵达客人行李员行李员 1.Prior to guests arrival Bellboy should stand by with trolley for limousine arrival. 在客人到达酒店前，行李员应准备行李推车等待车辆的到达。 2.Upon limousine arrival, assist in unloading luggage from Limo on to trolley. 车辆到达后，协助客人将行李从车辆上卸至行李推车上。 3.Bring guests to the VIP check-in counter directly for registration. Bellman should obtain room numbers from . Lobby GRO 行李员直接将客人带至大堂贵宾接待处并从大堂客户关系主任处获得客人房号。 4.Proceed to guest elevators and to guest rooms. 搭乘客用电梯将客人行李送到客人房间。 5.Wish guests a pleasant stay as departing the room. 当离开客房时祝客人在酒店入住愉快。 Departing Guest with limousine BookingConcierge 有用车预订的预计离开的客人礼宾部 1.Any guests transportation request before 10AM, the staff who take the reservation should confirm with the guest if he need a wake up call in the morning. 任何每日早上10点前的客人用车预订，需询问客人次日是否需用叫醒服务。 2.Guests call down to either Concierge Desk or Guest Service Center advising they are checking out. 客人打电话告知礼宾部柜台或宾客服务台他们要退房。 3.Concierge shift supervisor should verify if they are taking limousine to airport or another location and ask guests for the number of their luggage. 礼宾部当班主管或行李员领班应核实客人是否需要乘车到机场或另外一个地方。获取客人 携带行李的数量。 4.If taking limousine, Concierge shift supervisor should call a driver to have a limousine stand by for guests going to Airport. 如果客人需要用车，礼宾部主管则应告诉司机为送客人到机场作好准备。 5.Concierge shift supervisor should send a Bellboy with trolley to pick up luggage. 礼宾部主管应派行李员带着行李推车到客房提取行李。 6.Concierge shift supervisor should verify Lanmark system if the guests have already been charged for the airport transfer. If not, complete Transportation Voucher and post to guests accounts. 礼宾部主管应通过电脑查实是否客人已经支付到机场的费用。如果没有，则应填写此笔费 用并将其计入客人帐单内。 7.Inform front desk to prepare guests bill. 通知前台准备客人帐单。 Departing Guest with Limousine BookingBellman 有用车预订的预计离开的客人行李员 1.Upon notification of luggage pick-up Bellboy proceed directly to guest rooms via guest elevators. 接到行李运送通知后，行李员应立即搭乘客梯到达客人房间。 2.Knock on door. 敲门。 3.Load luggage on to cart in a safe manner. 将行李 安全地卸至行李车内。 4.Verify with guests of the number of luggage. 与客人核实行李的数量。 5.Take Baggage down and load into limousine, stand by until guests arrival and verify with guests of the number of luggage again. 将行李送至车辆并放妥于车尾箱中，等客人到达后再次与客人确认行李件数。 6.Thank guests for staying in the Crowne Plaza Shenzhen and wish guest to have a nice trip. 感谢客人入住深圳威尼斯酒店，并祝愿客人旅途愉快。 Departing Guest with Limousine BookingDriver 有用车预订的客人离开酒店有用车预订的客人离开酒店司机司机 1.The driver should park the limousine at hotel main entrance 10 minutes prior guests requested time. Driver should get detailed information from concierge shift supervisor include airport terminal and guests flight departure time. 司机应在客人预订出发时间10分钟前将酒店车辆停放于酒店正门上客区. 司机应提起从礼 宾部当班主管处得知客人航班信息及所送客人机场楼位（A楼或B楼） 。 2.The driver should reconfirm the newspaper and mineral water in the limousine has been renewed or not. 司机应在次确认车辆内报纸和矿泉水是否准备妥当。 3.The driver should welcome the guests and greet guests by name when the concierge shift supervisor or the lobby GRO escorting guest to the limousine. 宾部当班主管或大堂客户关系主任带领客人上车时司机应该主动与客人打招。 4.Advise guests how long it will take to get to airport. 告诉客人到机场需要花多长时间。 5.Upon arrival at Airport assist in unloading the guests luggage and reconfirm the number of guests luggage. Try to help guests to get luggage cart and direct guests flight check- in counter if possible. 到达机场后帮助客人卸行李并再次确认行李件数。如有可能尽可能地帮助客人取得行李车 及指引办理客人登机手续柜台。 6.Driver should thank guests for staying in the Crowne Plaza Shenzhen and say goodbye. 司机应感谢客人入住深圳威尼斯酒店，并祝愿客人旅途愉快。 REF NO.:Rooms/FO Con.-003 EFFECTIVE DATE: May. 01. 2005NO. PAGES: 15 SUBJECT: Room Change COMMUNICATED TO: All Department Heads PREPARED BY: David YangAPPROVED BY: FOM Objective目的目的: To achieve guest satisfaction and provide valuable rooms to guests. 迅速地将客人的行李移入新的房间以达到客人满意。 Policy政策政策： It is the policy of the Crowne Plaza ShenZhen that a room change should be effected as quickly as possible. In case of a upgrade due to guest booking type unavailable, every effort should be made to keep the guest on the same floor for convenience purpose 深圳威尼斯酒店的政策是，换房应该尽可能快的实行。当客人预订房间不能安排而必须进行升 级时，为客人方便应竭力保障客人住在同一楼层。 Procedures程序程序： Upon receiving varbal notification of room change from Front Desk, the concierge shift supervisor will assign a bellboy with trolley and get key cards from Front Desk: 礼宾部当班主管收到前台的口头换房通知后，应安排行李员带着行李车到前台领取房门钥匙。 Guest not in the room客人不在房客人不在房： 1.If guests are not prseent a security staff must accompany the bellboy. 如果客人不在房，行李员必须有保安员陪同。 2.After the items are packed, the bellboy and security staff should move the guest luggage to the new room together. 在收拾物品后，行李员应和保安员一起将物品依入新房间。 3.upon placing the items in the new room, the bellboy should try and put them back in the same location as they were in the other room. The security staff is to be present during this process until the bellboy leaves the room. 在新房间内摆放客人物品时，行李员应尽力将相关物品摆放与原房间相同位置。在此过程 中，保安员将陪同之至行李员离开房间。 4.The bellboy will advise Front Deskand housekeeping when the room change is completed. 房间更换完毕后，行李员应及时通知前台和客房部。 5.The bellboy should note the room change on the bellboy movement control sheet. He need to note the security staffs name also. 行李员应将所有细节包括保安员姓名记录在行李员动向记录本上。 Guest in the room客人在房客人在房： 1.The bellboy will knock on the door and announce himself upon arrival. 在到达后敲门并自报部门。 2.Bellboy will greet the guests and advise that he is here to change guests to another room. 行李员应与客人打招呼并告知他是来帮助客人换房的。 3.Place luggage carefully on trolley and confirm the piece of luggage with guest. 小心将行李放在行李车上并与客人确认行李件数。 4.Bellboy should remind guests to check the room, wardrobe and safe etc. 行李员应提醒客人检查房间/衣柜/保险柜等。 5.Upon arrival to the new room, assist guests with belongings and handover new key cards with the key card holder and ask guests for the previous room key. 到达新房间后，协助客人搬运所带物品。将新钥匙及房卡交给客人，并向客人要回原来房 间钥匙。 6.Bellboy will check with guests if there is anything elsie we can assist, such as :send laundry, etc. Also if different room type reintroduce the room type to the guest if necessary. 查看客人是否有别的什么需要帮忙的的事情（如：送洗衣等，同时，有必要时向客人介绍 所换房间内设施） 。 7.Bellboy will bring back the guests previous room key to front desk. He will advise the front desk once room change is completed. 房间更换完毕后，行李员应及时将远房间钥匙归还到前台并通知客房部。 8.Bellboy should note down the room change on the Bellboy Movement Control Sheet. 行李员应将所有细节记录在行李员动向记录本上。 REF NO.:Rooms/FO Con.-004 EFFECTIVE DATE: May. 01. 2005NO. PAGES: 15 SUBJECT: Check In and Check Out Luggage Procedure COMMUNICATED TO: All Department Heads PREPARED BY: David YangAPPROVED BY: FOM Objective目的目的: To achieve an expectation of guests, of what service should be provided. 达到并超过客人对行李处理的期望，以此留给客人最佳的第一印象和最后印象. Policy政策政策： It is the policy of the Crowne plaza hotel that all guests are offered a warm .friendly ,and efficient luggage handling service. 威尼斯酒店的政策是，确保所有客人均得到热情、友好、高效的行李处理服务。 Procedures程序程序： Check-In 入住入住 1.Door girl will stand by the hotel main entrance and help the bellboy unload luggage from vehicles 门迎将在酒店的主要入并帮助行李员从车辆上卸下行李。 2.Bellboy is to ensure that all luggage are removed from vehicles and verify the total number of pieces with the guest the total amount of luggage received. And if there is any fragile item that needs special care. Identify if guest have booked a room on CPC floor or normal floor and lead the guest to Reception or CPC check in counter. 行李员应确保已将所有行李从车上搬下和客人确认所收到行李的总数，如果有易碎物 品需特别留意,并询问客人订房是在普通楼层或行政楼层并带客人到相应的接待台登记入 住。 3.Bellboy will load the guests luggage onto Luggage Carts (depending on the amount and weight of the luggage, the Bellboy should try to hand carry light luggage ) and the luggage tags on each individual piece of luggage . 行李员将客人的行李装到行李车上（依据行李数量及重量，行李员应该尽量用手提轻的行 李） ，并将行李标签附在每件单独的行李上。 4.Bellboy will take luggage and stand parallel and 2 meter behind the guests at reception counter. 在接待处，行李员带着行李站在与客人平行后方的2米处。 5.Bellboy will stand with hands loosely clasped behind his back, standing at attention and facing the reception counter. 行李员应双手相叠自然背后，面向前台保持正站姿。 6.Upon completion of check-in the Front Desk will inform the Bellboy of the guests room numbers, bellboy may escort the guests to the room in the same elevator . While escorting guest to the room, use this time to acquaint him/her with the hotel facilities and services, selling the restaurant, lounges and other in-house facilities. In front of the elevator, press the elevator and keep the door open to let guest go in. 在办理完入住手续后，接待员将告诉行李员客人房号，行李员可陪同乘同一电梯送客人到 房间.并在陪同客人去房间时，要利用这段时间使客人了解酒店的设施和服务，推销酒 店的餐厅，酒吧，游泳池和其他的酒店内部设施。到达电梯门口,打开电梯并保持打开 请客人先进电梯. 7.Bellboy should advise the guest go to room first if it was not convenient. Upon arrival of the guests room Bellboy will first knock on the guest room door and wait for an answer 在客人不方便时行李员应建议客人先上房间。到达客人房间时，行李员应先敲客房门并等 待回答。 8.When the guest opens the door, the Bellboy will say “Bell service, Mr/Ms -”if he knows the guest name or “Sir/Madam” and then take the luggage into the room and place the suitcase on the luggage rack, for hand carry luggage like clothes, lap top ,etc., the Bellman will ask the guest where she/he would like to put these luggage . Reconfirm the amount of luggage 当客人打开房门时，如果行李员知道客人姓名，行李员应说“先生/女士，行李服务”，如 果不知道客人的姓名，应说“先生/女士，您的行李”，然后将行李送入客人房间并将手提 箱摆放在行李架上。对于手提出来的行李，如衣服，手提电脑等，行李员应问询客人，他 /她想把这些行李放在哪里？再次确认行李件数。 9.Introducing the room facilities if it is necessary. 向客人介绍房间设施如果客人需要。 10. After luggage delivery and farewell the guest, face to guest and back off 3 steps, close the door lightly and return to lobby via elevator. 放好行李并和客人道别后,面对客人后退3步,轻轻的关上房门坐电梯回去. 11. Bellboy will then note the room numbers, time of going up to the rooms and thenc sign the luggage Bellboy movement control Sheet. 行李员应告知礼宾部领班房号、上行李时间，并在行李运送记录上签字。 V.I.P. ARRIVAL 1.The Concierge shift supervisor will obtain correct room number in advance which the VIP will check-in. 礼宾部当班主管会提前取得将办理入住手续的贵宾正确房号 2.In some occasion, a guest elevator will be blocked off and will be attended by a Bellboy to serve the guests to their floor. 在一些场合，客人的电梯将会被锁住并且由一名行李员照顾着，为客人到他们的楼层而服 务。 3.Bellboy should wait for the Guest Relation Office Manager/Guest relation officer to complete the room introduction and escorting procedure before entering the room 行李员应等待在客户关系经理/主任作完房间介绍和陪同程序后方可进入客人房间. NOTE 注意：注意： 1If the guest have some comments or other request, please follow up right away, inform Assistant Manager if necessary. 如果客人还有其他方面要求,要立刻解决.如需要通知大堂经理。 2Bellman should not wait or solicit for any gratuities from guests. 行李同不应等待或向客人索要小费。 3Luggage is to be delivered to the room within 5 minutes upon completion of guests registrations. 行李必须在客人完成登记手续后，5分钟内由行李员送到客房。 4If you need deliver several FIT guests luggage at the same time, you do not need escort guest to their room, after guest enter their room, you should knock their door and say “Bell service” for their luggage delivery. 如果需要同时送几个客人行李,不需要陪客人上房间,在客人进房间后行李员需 要敲房门并说”行李服务” Check-out 退房退房 1.Upon receiving a call either from guest or colleague for picking up luggage, The shift supervisor will immediately send a Bellboy up to the guest rooms with luggage trolley if necessary 在接到客人或同事的行李运送要求后，当班主管应立即派行李员带相应行李车到客人房间。 2.The shift supervisor will record the guests room number and the time of the pick-up request on the Bellboy Movement Control Sheet 当班主管将在行李员动向记录本记录客人房号和要求行李提取时间。 3.Bellboy will knock on the guest room door and wait for a reply ,when the guest opens the door ,the Bellman will greet the guest then say “Bell service Mr/Ms-”, then load the luggage onto a Luggage cart. Bellboy should confirm the pieces of guests luggage and offer the luggage clai