RM-FO-CON-010 Handling Group Luggage修改_企业管理.doc

Standard Operations Procedure标准操作程序 Subject: Handling Group Luggage项目： 处理团队行李 Endorsed by: Front Office Manager Approved by: General Manager签署： 前厅部经理 批准： 总经理 Date: March 8, 2007日期： 2007年3月8日Department: FO-Concierge Ref: FO-CON- 010部门： 前厅部-礼宾部 参考编号： FO-CON- 010_ Objective 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:All guests are offered a warm, friendly, and efficient luggage handling service. 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:Before Group arrival1. Night shift bellman should prepare group tracking report.夜班行李生应做好第二的入住、在住及预离团队跟踪报表。2. Each shiftleader should brief to ensure every bellman is aware of the detailed group information,such as Group name,T/A,Company name,Flight No, Rooming list, Nationality, Pax,Piece of luggage, Contact No. of the tour guide,arrival time and special requests.行李生领班在上岗前给所有当班的行李员开班前会，使每个行李生都能熟悉当天团住的详细资料，如团队名称、旅行社或公司名称、航班号码、房号安排表、国籍、人数、行李件数、联系电话、预计抵达时间及特殊要求等。3. Shiftleader should prepare enough luggage tags,pens and group C/I & C/O form.行李生领班须准备足够的行李牌、笔及团队抵达/离店资料。4. Arrange enough manpower to standby according the arrival time.根据团队抵达时间安排足够的人员值班。5. Accord group room numbers fill in luggage tags.根据团队房间号码，填写行李牌。Group Arrival 团队抵店1. Group arriving in the hotel团队抵达酒店 1) When group arrives at the hotel, the Doorman should direct the coach so that it does not block the main entrance.当团队抵达酒店时，门僮应该指引司机停放车辆，避免车辆堵住门口。2) Bus coaches must park on the front and back sides of the hotel main entrance.大巴车应该停靠在酒店大门前后两旁的位置上。3) Doorman will greet guests and escort them to the lobby. The Group Coordinator or Guest Service Manager will escort the guests to the group check-in area.问候客人并将客人送到酒店大堂。团队协调员或宾客服务经理将客人送到团队入住登记区。2. Handle luggage处理行李1) Designated Bellman and Doorman should unload the luggage and place them in neat lines adjacent to the entrance.指定的行李生或门僮将行李卸下并按顺序放在酒店大门附近。 2) Luggage will never be stored in the Hotel Lobby without manned.To ensure all luggages is kept together luggage net must be used.不可以将行李放在酒店大堂而无人看管，要用行李网将行李网住，以免丢失。3) The Bell Captain must confirm the number and condition of luggage items with the tour leader or driver. And then fill up the Group Arrival/Departure Luggage Record, with the detail information of luggage, and let the tour leader or driver to sign it for confirmation.行李生领班必须与领队或司机确认行李的件数和状态。并详细填写团队抵店/离店行李记录，然后，让领队或司机在该表格上签字以作确认。3. Tag luggage挂行李牌 1) Bellman should have a group rooming list, luggage tags and a pen prior to group arrival.行李生应该在团队抵店前领取团队入住名单、行李牌和笔。2) Using the rooming list, the Bellman will apply tags, marked with the appropriate room number, to the luggage.根据团队入住名单将行李牌挂在行李上并在行李牌上登记相应的房号。3）confirm the group room list with group leader.与领队确认团体房号4. Deliver luggage送行李1) Luggage is loaded onto trolleys as per floor, for Delivery.根据不同楼层将行李放在行李车上，准备分发到客房。2) Deliver the luggage to the guests room according to the group rooming list. 根据团队入住名单将行李送到客人的房间。3) Bellmen are to return to the bell counter, and fill up the Group Arrival / Departure Luggage Record accordingly.行李送到客人房间后，行李生要回到礼宾台，填写团队抵店/离店行李记录。 4) The Bell Captain should check the completion of the Group Arrival / Departure Luggage Record to make sure the pieces of the luggage delivered is matched with the total pieces, and the room numbers of luggage delivered are matched with the group rooming list. 行李生领班要检查团队抵店/离店行李记录的填写情况，确保发送的行李的数量和团队总的行李的数量相同，并且团队行李发送的房间号码和团队的分房表上的房间号码相同。5. File the Group Materials将团队资料归档1) The Bell Captain should collect the Group Rooming List, Group Arrival/Departure Luggage Record and In-House Group Inform form, attach them and file them properly.行李生领班要将该团队的团队分房表，团队抵店/离店行李记录和住店团队信息表订在一起，并作归档。Group Departure团队离店1. The Bell Captain should print out the due out group report in advance, and retrieve the all these due out group materials, check out the time of luggage collection, and then arrange the Bellman to collection the luggage accordingly.行李生领班要提前打印当天的预离团队的报表，从部门归档中找出所有的预离团队的资料，如房间号码、叫醒时间、收行李时间、用餐安排、活动安排、退房离店时间等，按照住店团队信息表上的该团队的行李的收取的时间，派行李生去收取行李。2. Collect luggage and luggage down收取行李 1) Advance 10, arrive floor collect luggage. 提前10分钟到达楼层收取行李。2) Bellmen must collect all luggage from the floor outside of departing guests rooms and load it onto the trolleys，write down the room number and piece on the luggage tag.行李生到离店客人的门前收取行李，在行李牌上写下房号及件数，并将行李装到行李车上。3) Bring the luggage to the designated place in the lobby to await departure.将行李送到酒店大堂的指定位置等待团队的离店。4) Bellmen are to return to the bell counter, and fill up the Group Arrival / Departure Luggage Record accordingly.行李收取并运送到大堂的指定位置后，行李生要回到礼宾台，填写团队抵店/离店行李记录。 5) The Bell Captain should check the completion of Group Arrival/Departure Luggage Record, count the number of the luggages to make sure the number of luggage is matched with the form, Use the luggage net to cover all the group luggages. 行李生领班要检查团队抵店/离店行李记录的完成情况，并点数该团队行李的实际数量确保实际数量和记录单上的数量相同，然后用行李网将所有该团队的行李罩住，以免拿错和丢失。5) At least one bellman will be responsible for the safety of the luggage in the lobby.至少留一名行李生照看行李。3. Hand over luggage 交接行李 1) Group Gueast check his luggage 团队成员检查行李2) Load all luggages into the coach. 将所有行李装上车。3) The Bell Captain must confirm the quantity and condition of the luggage with the Tour leader before group departure. and the Tour Leader should sign the Group Arrival/Departure Luggage Record for confirmation.行李生领班在客人离店前与团队领队确定行李的件数和状态。并让团队领队在团队抵店/离店行李记录上