XX五星级酒店礼宾部SOP标准作业程序（全英文版）.doc

STANDARD OPERATION PROCEDUREDEPARTMENT: Front Office (Concierge)JOB TITLE: Guest Service Associate (Concierge)TASK NO: CON-01 PAGE 1-3 TASK:AIRPORT PICK UP SERVICEEQUIPMENT REQUIRED: ARRIVAL REPORT/SIGN BOARD/WALKIE TALKERWHAT TO DOHOW TO DOWHY1. Get report.2. Upon arrival airport.3. Before flight landing.4. Upon flight arrival.5. Meet the guest.Every morning and afternoon shift airport representative should print arrival report in the . Double check with concierge daily transportation control sheet.Check airport limousine transfer status. Upon arrival on airport, Airport Representative should check all the guest flight arrival time according to arrival report. Make sure all the ETA is updated.Every 30 minutes check the ETA and if there are any changes, update the arrival report and call back to hotel to inform concierge on duty staff.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. Hold the signboard in front of you at eye visible level and stand in front of the arrival gate to wait for the guest. Always maintain a smile and when guest approached you, say:“Ni Nao, XXX, Welcome to . If more than one guest say Ni Hao, May I have your name please.After obtaining guest name, must greet guest by name.Get updating information for pick up guest. For reference check every hotel guest arrival airport.Avoid misunderstanding between reservation and transportation.Doing right the first time and every single time.All guests are promptly met and greeted upon arrival.Avoid missed pick-up.Control of vehicle usageProductivityGuest will be able to see his name and will be met upon arrival.Avoid airport representative missing the guest.Clear visual and able to see all guests coming out from the arrival hall.Guiding Principle core valueShow respect, humilityPREPARED BY: APPROVED BY : DESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate (Concierge)TASK NO: CON-01 PAGE 2-3 TASK:AIRPORT PICK UP SERVICEEQUIPMENT REQUIRED: ARRIVAL REPORT/SIGN BOARD/WALKIE TALKERWHAT TO DOHOW TO DOWHY6. Escorting to limousine.7. 7. Request for shuttle service8. Request for Taxi service “Ni Hao, welcome to , Mr./Ms Im airport representative Adam.”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 Accompanied guest to entrance driveway. During the waiting time, the airport representative should talk with guest. “ How was the flight, Mr./Ms” “ Have you been to Shanghai before, Mr./Ms” “ The limousine will come in five minutes from the parking area.”Inform the guest the nearest shuttle time If guest want to wait.Show guest to airport counter. Provide todays newspaper or some hotel brochure to let guest kill time. If airport representative is not busy, He should try to talk with guest. Accompany guest 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 bid farewell to guest: “ I hope you will enjoy your stay with us, Mr./Ms.” At the same time, double check with guest for number of pieces of luggageShow our warm & nature care.Do moreHelpfulShow our warm care.Asian Hospitality from Caring People.Show CareInform guest of traffic situationGive the guest more choice.Show the warm & nature care.Do more for the guest.Do more for the guest.Show our warm & nature care.Safety and Security reasonsPREPARED BY: APPROVED BY : DESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATE STANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate (Concierge)TASK NO: CON-01 PAGE 3-3 TASK:AIRPORT PICK UP SERVICEEQUIPMENT REQUIRED: ARRIVAL REPORT/SIGN BOARD/WALKIE TALKERWHAT TO DOHOW TO DOWHY9. Inform Hotel10. Log BookTelephone hotel concierge and inform them the guest is on the way. If guest take limousine car, tell concierge the limousine car number, guest name, how many guest and leave airport time. How many pieces of luggage.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.If the guest take the taxi back to hotel, inform concierge the taxi number, color, company name, how many guest, guest name and pieces of luggage.Airport representative must make a record on the airport log book.ConsistencyLet hotel front desk staff be ready for the guest chick in.Hotel Doorman would be able to greet guest by name.Delight the customer. Preparation to meet and expedite the check-in process.Delight the customer. Preparation to meet and expedite the check-in process.Delight the customer. Easy for reference.PREPARED BY: APPROVED BY : DESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate (Concierge)TASK NO: CON-02 PAGE 1-3TASK:AIRPORT LOST & FOUND SERVICEEQUIPMENT REQUIRED: STAFF I.D CARD/GUEST PASSPORT COPY/GUEST BOARDING PASS/AIRPORT LOST LUGGAGE REPORT/GUEST AUTHORIZATION LETTER/GUEST AIRTICKET WHAT TO DOHOW TO DOWHY1. Guest inform you of Lost Luggage a) Passportb) Lost Reportc) Authorization Letter Upon pick-up guest and learn that airport or airlines has lost guest luggageOffer further assistance to follow-up and retrieving guest luggageThe GSA or GSTL should obtain following reference from guest:a. Photocopy of guest passport “May I have your passport please, Mr./Ms”“We require to make a copy for reference upon retrieving your luggage.b. Lost luggage Report “ May I have you lost luggagereport, please, Mr./Ms”“We require to make a copy for reference upon retrieving your luggage.c. Authorization Letter “ May I have your signature on this authorization letter please, Mr./Ms” “We need it for show to airport lost & found office that you have authorized the hotel to retrieve the luggage on your behalf.Asian Hospitality from Caring PeopleDemonstrate SincerityShow our warm and nature care to guest.Show respect to guest.For reference.Copies of the report will enable airport authority to assist you to trace it.Airport lost & found offices regulation.PREPARED BY: APPROVED BY : DESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate (Concierge)TASK NO: CON-02 PAGE 2-3TASK:AIRPORT LOST & FOUND SERVICEEQUIPMENT REQUIRED: STAFF I.D CARD/GUEST PASSPORT COPY/AIRPORT LOST LUGGAGE REPORT/GUEST AUTHORIZATION LETTER/GUEST AIRTICKET WHAT TO DOHOW TO DOWHY2. Request to retrieve lost luggage from airport.Assure guest that we are most pleased to assist and we would like to have the following document to follow-up and retrieve guest luggageObtain guest room number andfollowing reference from guest:a. Photocopy of guest passport “May I have your passport please, Mr./Ms”“We require to make a copy for reference upon retrieving your luggage.a. Lost luggage Report “ May I have you lost luggagereport, please, Mr./Ms”“We require to make a copy for reference upon retrieving your luggage.c. Authorization Letter “ May I have your signature on this authorization letter please, Mr./Ms” “We need it for show to airport lost & found office that you have authorized the hotel to retrieve the luggage on your behalf.Asian Hospitality from Caring PeopleDemonstrate SincerityShow our warm and nature care to guest.Show respect to guest.For reference.Copies of the report will enable airport authority to assist you to trace it.Airport lost & found offices regulation.PREPARED BY: APPROVED BY : DESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate (Concierge)TASK NO: CON-02 PAGE 3-3TASK:AIRPORT LOST & FOUND SERVICEEQUIPMENT REQUIRED: STAFF I.D CARD/GUEST PASSPORT COPY/AIRPORT LOST LUGGAGE REPORT/GUEST AUTHORIZATION LETTER/GUEST AIRTICKET WHAT TO DOHOW TO DOWHY3. Checking with airport Lost & Found department4. Retrieve Luggage5. Delivery of luggageAirport GSA should check with Airport Lost & Found Dept. from time to time. Minimal twice a day.Update hotel Concierge promptly of your follow-up with L & F. Collect luggage from Airport Lost and Found Dept. and arrange for shuttle bus to bring it back to hotel.Call Concierge to feedback to guest accordingly. Advise guest by phone say,Ni Hao, XXXMy name is XXX from Concierge Dept. We have retrieved you luggage from the airport and it on the way back to the hotel now.Concierge staff call guest room again and say“Ni Hao, XXX My name is XXX. From Concierge Dept. Your luggage is here now, can we send it to your room right now?”If guest is not in the room. Leave a message to guest room. Keep the luggage at concierge. Until guest ask us send back to themAsk guest if theres any further assistance we could assist.In most cases, the luggage will arrive on the next available flight from the same disembarkation.ConsistencyFeedback to guestAlways use guest name to show respect.Do more with SincerityWarm and NaturalPREPARED BY: APPROVED BY : DESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate (Concierge)TASK NO: CON-03 PAGE 1-2 TASK: WAKEUP CALL/TO GUEST ROOMEQUIPMENT REQUIRED: /ONE SHOT KEY CARD/OG BOOKWHAT TO DOHOW TO DOWHY1. Upon receiving request from operator.2. Arrive guest room.Operator will inform concierge-GSA goes to guest room for second wake up call. ConciergeGSA will repeat room number again through the phone with operator: “Guest room number is ., is that correct?” if confirmed, write down on the shift GSA movement control record. Send GSA go to guest room right away with one-time entry key card.When the GSA comes to the guest room. GSA should ring the bell and say: “ concierge.”If guest answer, the GSA should say: “Ni Hao, Mr./Ms. I am XXX from concierge Dept. this is your wake up call. Have a nice day.” then GSA report to operator and concierge immediately.If guest does not answer, After ringing the bell twice, the GSA should knock the door gently and say: “concierge.” If still no answer after twice, the GSA should use the one shot key card open the door. At same time say: “concierge” Dont open the whole door and repeat again: “Ni Hao Mr./Ms this is conciergethis is your wake up call.” If still no answer, come into the room. Proceed further in to have a clear view of the room but maintaining the door open. Make sure no guest in room. Leave immediately and inform operator.The guest failed to answer the telephone calls.Avoid any mistaken, of going to wrong room.The GSA can make sure guest is awake or not.Demonstrate the identity.Farewell to guest.Easy for reference.Show respect to guest.Avoid any misunderstanding, Do the efficient job.PREPARED BY: APPROVED BY : DESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate(Concierge)TASK NO: CON-03 PAGE 2-2 TASK: WAKEUP CALL/TO GUEST ROOMEQUIPMENT REQUIRED: /ONE SHOT KEY CARD/OG BOOKWHAT TO DOHOW TO DOWHY * Note *This task is followed up by Housekeeping dept. In the case something urgent, Concierge will need to assist.If guest is still sleeping, Move towards the bottom of the bed and gently shake the guest till he/shes awake.Explain to guest that he/she did not respond to his/her wake up call. “ Ni Hao, Mr./Ms I am XXX from concierge Dept. Because you didnt answer the wake up call, I am here to check if youre alight. Sorry for disturbs you. Have a nice day, Mr./Ms.”PREPARED BY: APPROVED BY : DESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate(Concierge)TASK NO: CON-04 PAGE 1-3TASK: ROOM CHANGEEQUIPMENT REQUIRED: /ONE SHOT KEY CARD/LUGGAGE TROLLEY/ROOM CHANGE FORMWHAT TO DOHOW TO DOWHY1. Upon obtaining the request from guest.2. room changing. When the GSA escorting the guest to their room, if the guest is not happy with his/her room and they want to change room. If obvious, the GSA must apologize first: “ sorry, Mr./MsMay I use your phone? I will contact with our front desk and try to change another room for you. Please wait a moment, Mr./Ms” Then the GSA must call to service center, tell them the situation including guest name, room number, and type of room. When service center GSA tell you new room number, ask them to send new room key to new room immediately. Then GSA tell guest: “Mr./Ms. we have already changed another room for you and follow me please, I will show you to your new room. This way please.”After you arrive at the new room, Pass the old room key to another GSA, use new room key to open the door for guest. Double check with guest: “ Mr./Ms how about this room?” If guest say no problem, GSA must introduce room facility to guest and bid fare well.If not obvious, check with guest: “Mr./Ms would mind tell me which kind of room do you prefer do you have any Particular request? Show respect to guest.Show our efficiency job. Show our warm & care to guest.Show warm & nature to guest.Be professional.Show respect to guest.Show warm & care.PREPARED BY: APPROVED BY : DESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate(Concierge)TASK NO: CON-04 PAGE 2-3 TASK: ROOM CHANGEEQUIPMENT REQUIRED: /ONE SHOT KEY CARD/LUGGAGE TROLLEY/ROOM CHANGE FORMWHAT TO DOHOW TO DOWHY3. Upon request through the front desk to our concierge.Please let me know and I will try to contact with front desk to find another room for you.” The GSA must call to service center immediately. Tell them the situation, guest room number. And get new room number. Ask they send the key to new room immediately. Then tell guest: “Mr./Ms. we have already found another room for you. Please follow me I will show you to your new room. this way please.”Upon guest with you arrive new room. Get new room key opens the door for guest. Pass the old room key to another GSA. You must introduce the room facility to guest. Check with guest is their any problem with this room. If no, after introduce fare well to guest.If guest still not happy with his/her new room. AS a GSA you must inform front desk GSTL immediately. After receiving request from Front Desk Concierge, GSTL to call to guest room and check whether guest is in the room or not. If guest is in the room, say: “Ni Hao Mr./Ms this is XXX calling from concierge desk, would you like to change your room now, if not please tell us when you wish to do it?” Show our efficiency job. Show our warm & nature care.Be professional.Show our respect to guest.Show respect to guest.Show warm & care.PREPARED BY: APPROVED BY : DESIGNATION:Front Office ManagerSIGNATURE/DATEDESIGNATION:General ManagerSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front Office(Concierge)JOB TITLE: Guest Service Associate(Concierge)TAS