礼宾部各事项操作标准.doc

客 人 信 息 保 密 制 度STANDARD:标 准 ： Room number as well as other information regarding hotel guests must not be given to outsiders without prior authorization of the guest. Guest confidentiality will be strictly adhered to. Should callers insist, refer caller to the supervisors.如无客人事先同意，不得将房号等关于客人的信息透露给外人。 这一制度在任何时候都必须严格遵守，如有人坚持询问，则交主管处理。PROCEDURE:程 序 ：1. Inform caller politely that guest information can not be disclosed.2. Ask the caller if he would like to speak or leave a message for the guest.3. If a guest has an “incognito” code (they have asked that no one disclose that they are staying at the hotel)-inform the caller that the guest is not registered at Sheraton Chengdu Lido Hotel.4. If the guest has a “do not disturb” code-inform the caller politely that the guest has left instructions to not be disturbed and that messages be taken for all calls.5. The related supervisors must be informed if callers insist.Staff must be cautious with guest details at all times. DO NOT: Announce room numbers loudly when handing over keys, taking wake-up call request etc. DO NOT: Leave arrival/departure lists, registration card etc in public view.1. 有礼貌地告诉询问者有关客人的信息不 可以随意告诉他人。2问询问者是否愿意同客人通话或给客人留 言3如果被寻找的客人事先通知饭店当局保密， 则告诉询问者该客人没有在饭店登记4如果被寻找的客人要求“请勿打扰”，则礼貌地告诉询问者该客人的要求并问是否需要 留言5如果询问者坚持，通知主管。员工无论何时何时间都要尊重客人的隐私， 要避免： 当把钥匙交给客人或记录叫醒时间时等 情况下不要大声地读出客人的房号 不要将写有来店、离店时间等信息的卡片 随手放在公众可以看见的地方。交 班 本 及 工 作 移 交STANDARD:标 准 ：The shift leader will use the logbook for any appropriate information relevant to the concierge. All information will be written legibly and clearly to ensure everyone concerned can read the information without difficulty at all times. The logbook must be read at the start of each shift by all staff when they report for duty prior to briefing.领班用交班本向本部门全体员工交待一切有关信息。 交班本要书写字迹清楚、语意明确， 保证每个员工都能理解 无 误。在 每 班开始前的例会上，每个当班员工都 应阅读交班本。PROCEDURE:程 序 ： 1. The logbook is a means of communication between all concierge staff.2. The logbook must be stored in an accessible place for all staff to use.3. All staff members must read and sign the logbook.4. The shift leader must initial the diary to indicate it has been read and understood at the beginning of the shift. 5. Its the responsibility of shift leader to take care the logbook to the shift hand over briefings & advice all present of any relevant information.6. The hand over of shifts must be clear and complete in order to avoid mistakes.7. All guest requirement,such as picking up guest luggage at a certain time or deliveying to the room,taxi booking, room change,accident,VIPs special need, big event should be written on the log book precisely and clearly.8. The shift leader should ensure any message left in the logbook from the previous shift is well done.9. Any job assignments that cant be completed are logged down here for follow up.1. 交班本是礼宾部员工之间进行信息交流的有效途径。2. 交班本要放在每个员工都知道并随时可取阅的地方。3. 每个员工都 应 阅 读 交 班 本 并 签字。4. 每班开始前领班须检查交班本，确保每 个员工都阅读过。5. 领班应在每班开始前的晨会上把当日 注意事项向所有员工宣读。6. 交班要完整、清楚，以防止出现错误。7. 所有需处理的客人要求， 如于将来某一时间把包送到房间或拿到大厅、订出租 车、 带客人看房间、意外事故、留言、 换房，重要客人要求、大的活动或其它客人需要都须记入交班本。交班本书写分清楚、整齐，易懂。8. 当班的领班要确保交班本上交待的事情都得到落实。9. 当班不能完成的任务须在交班本上交给下一班进行落实。结 束 当 班 STANDARD标 准 ： Concierge staff will be responsible for ensuring all duties are complete at the end of their shift. 所有礼宾部员工都应保证在当班结束时完 成自己当日所有的工作。PROCEDURE:程 序 ： 1. Ensure all follow-up information logged in the logbook.2. Check all items on the trace report actioned and resolved in the system. If not, log in the logbook with comment re progress or reason why; ensure trace is rolled to following day, and hand over to next shift.3. Wipe over telephone handset .4. Log off computer system.5. Ensure work area is clean and tidy and all rubbish is removed before next shift arrives.6. Check roster for following day.7. Return uniform to uniform room and obtain freshly laundered one for following shift.8. Exit through the staff exit only.1. 确保所有需继续落实的事项都记录在交班本上。2. 对照跟踪报告检查未完事项落实结束仍未解决的问题要在交班本上交待清楚事情的进展情况和有关原因。确保所有未完事项都能交到下一班继续落实。3. 擦洗电话机。4. 退出系统。 5. 工作台保持整洁，下一班到达前 所 有 垃圾都应清理干净。6. 看一下第二天的排班。7. 把制服还到工服房，领一套干净制服下一 班穿。8. 从员工通道离开工作区域。 送 留 言 和 传 真STANDARD:标 准 ： To accurately log and delivery incoming faxes and messages.迅速、准确地分发所有留言和传真。PROCEDURE:程 序 ： 1. The incoming fax is to be logged on the concierge delivery report clearly.2. Verify with computer system that the guest is in house or expected arrival.3. When the fax/message is delivered the time is to be written on the concierge delivery report.staff should sign on the book to avoid any message lost or delay.4. The standard is 20 minutes from time of arrival to time of delivery to the room.5. Always check the name and room number again before delivery to avoid mistakes.6. The guest should sign on the concierge delivery report clearly. 1. 所有收到的传真须登记在礼宾部的每日分送登记表上。2. 在系统中查对一下收件客人是否在饭 店入住。.3. 收件时间和送件时间要在登记本上写清楚。4. 收件后二十分钟内送至客人房间。5. 反复核对客人名字和房号以避免分发 错 误。6. 请客人在每日分送登记表上签字。 送 包 裹 STANDARD:标 准 ： Items left for in house guests will be sent up to the room within 30minutes. The room attendant will sign for the item if the guest is out.留给客人的物品要在三十分钟内送于客人房间，如客人不在，则由客房服务员签收。PROCEDURE:程 序 ： 1. Direct the porter to the Concierge desk to check the guest name & room number.2. Verify with computer system that the guest is in house or expected arrival.3. Call to notify the guest that a parcel has arrived and asked if they wish for it to be delivered now. (This should only be carried out between 0800and 2100hrs. At all other times a “Parcel received Notice or Printed Message”will be placed under the door after 2100hrs.4. Fill in a parcel receiving/delivering record. Be sure to record the companys name & telephone number.5. All items are to be sent to the guests room as soon as possible.6. Always check the name and room number again before delivery to avoid mistakes.7. The room attendant should sign for the parcel if the guest is not in the room.NOTEAll parcels, which are delivered to guestrooms, must be signed properly by the guest/room attendant.1. 先在电脑中核对一下客人的名字和房号。2. 再查一下客人是否在饭店。3. 打电话给客人通知有一个包裹，问客 人是否需要立刻送到房间（早上八点至晚上九点之间），或把一张包裹到达通知单塞进客人房间的门缝下。4. 填写包裹收到登记表，记下留下包裹的公司或人的姓名和电话。5. 所有物品要尽快送到客人房间。6. 反复核对客人姓名和房号以避免送错。7. 如果客人不在房间，客房服务员签收包裹。注：所有送到房间的包裹都必须由客人或客房服务员签收。接 待 VIP 成 员 STANDARD:标 准 ： Red carpet and stanchions must be laid out 30 minutes prior to arrival and all concerned person in standby 15 minutes prior to arrival.客人到达之前三十分钟铺好红地毯，摆好围栏，所有人员在客人到达前十五分钟就位。PROCEDURE:程 序 ：1. Obtain accurate arrival detail from the FOM.2. Set up red carpet and stanchions.3. Check airline for ETA and which VIP exit guest will use.4. Concerned personnel to standby for welcome.5. Doorman will be briefed of the cars registration and be on standby to open car doors and greet VIPs.6. Porter to collect luggage and follow guest group.7. Assign one porter to operate the lift. This should be locked off from use 5 minutes prior to anticipated arrival.8. The GM and FOM will escort the VIPs for check in.9. The porter to wait outside the room until the FOM and management leave.10. The porter to greet guests and places the luggage in the appropriate position.1. 前厅部经理把有关详细情况通知礼部。2. 铺好红地毯，摆好围栏。3. 同航空公司核对航班到达时间以及客人从哪条通道下飞机。4. 有关人员等候迎接。5. 告诉门僮客人车号，准备车到时开车门。6. 行李员帮客人拿行李。7. 指定一个行李员开电梯，这一电梯在客人到达前五分钟停止对公共开放。8. 总经理和前厅部经理在房间帮客人登记。9. 行李等在房间外等待管理人员离开。10. 向客人问好，把行李放在合适的地方。大 厅 和 雨 棚 环 境 保 持 PRESENTATIONSTANDARD:标 准 ： All doorpersons and porters shall be responsible for keeping the lobby and the Porte Cochere clean and tidy.所有当班的门僮和行李员都有责任保持大厅和雨棚的整洁。PROCEDURE:程 序 ： 1. Close co-operation with the public area cleaning staff.2. All ashtrays inform PA cleaned and emptied as needed.3. All newspapers to be removed from tables.4. Replace chair & cushions to correct positions.5. Telephone area must be kept clean, paper pad and pen stocked and in working order.6. Any marks on the marble floor, pillars, desks must inform housekeeping & engineering to clean.7. Any marks on the mirrors or glass must inform housekeeping to clean .8. Light globes, which are no longer working, must be replaced if within easy reach or engineering called.9. Any areas of water spills or liquid, which could cause an accident, must be sign posted and or removed straight away10. All working areas visible to the customer must be kept clean and tidy.11. In wet weather, extra care must be taken on rainwater on the marble floor.1. 同打扫公共区域卫生的员工密切合作。2. 随时通知打扫公共区域卫生的员工清理所有烟灰缸。3. 报纸不能放在桌面上。4. 把移位的沙发和椅子放回原处。5. 公用电话间保持清洁，备有笔和便笺纸。6. 如地面，柱子或桌子上有污迹，要立即通知工程部或客房部清理。7. 镜子或玻璃上的污迹要立即通知客房部擦干净。8. 不亮的灯泡要立即通知工程部更换。9. 任何区域有水或其它液体溅落在地面上会引起事故的，要立即通知客房部清理清理或放警告标志。10. 所有客人能看见的员工工作区域一定要随时保持整洁。11. 下雨天要做好大理石地面的保护工作。 基 本 英 语 礼 貌 用 语 STANDARD:标 准 ： All staff must make use of basic courtesy English when speaking with guests and staff.所有礼宾部员工同客人或其它员工讲话时都应使用基本的礼貌用语。PROCEDURE:程 序 ： 1. Pay attention to guest requests. Listen carefully. Think before helping. Speak slowly and clearly.2. Maintain eye contact. Remember to smile.3. When greeting a guest upon check in “Good morning/afternoon/evening, Sir/Madam. Welcome to hotel.”4. Should you be required to room the guest “May I show you to your room.”?5. When you are leaving the room (after rooming guest or delivering luggage) “Have a pleasant stay with us”or “Enjoy your stay with us.”6. When answering the phone “Good morning/afternoon/evening, Concierge desk, xxx speaking. How may I help you”?7. When you need to keep a guest waiting “Sorry to keep you waiting Sir/Madam”8. When entering the elevator “Excuse me Sir/Madam”9. Saying goodbye to guests “Have a good trip” “Have a pleasant trip” “Thank you for staying at the10. Sheraton Lido hotel When assisting guests with luggage “May I help you with your luggage, Sir/Madam”11. When a guest says “Thank you”, always reply “You are welcome”1. 听客人讲述要求时要注意力集中，听 仔 细。在采取行动前先要想一想，说话要清晰，语速不可太快。2. 保持目光交流和微笑。3. 欢迎客人入住时要 说“早上好或下午好或晚上好，先生或女士，欢迎光临 酒店”。4. 如须带客人到房间，应说：“我带您去看房间，这边请”5. 离开房间时（把客人带到房间或送完 行李后）应 说：“祝您入住愉快” 6. 接电话时应说：“早上好或下午好或晚上好，礼宾部，我是XX，请问能 为您效劳吗？”7. 当需要客人等待时，说：“对不起，请稍候。”8. 进电梯时要说“对不起”9. 同客人告别时说：“祝您旅途愉快”“感谢下榻 酒店.10. 帮客人拿行李时说：“ 先生或小姐，可以帮您拿行李吗？”11. 客人说“谢谢” 时，要说“没关系”。开 始 当 班 STANDARD:标 准 ： All Concierge staff will be fully prepared to answer guest enquiry at the commencement of their shift, and will have updated conformation on hotel facilities, meet guests rational requests at all times.所有礼宾部员工在当班一开始就应准备回答客人的问题掌握饭店各方面最新信息，并能随时满足客人的正当要求。PROCEDURE:程 序 ： 1. Complete timesheet sign on arrival at work.2. Arrive at the Concierge at least 10 minutes prior to start of shift, in full and correct uniform.All staff should wear watch and bring a pen and a small note book along with them.3. Read and sign the concierge log book.4. Attend pre shift briefing conducted by the duty concierge.5. Ensure all information and reports are handed over from the previous shift including arrivals, departures, VIPs due to arrive , items outstanding to action on the trace report.6. Check computer terminal is logged on.7. Check Assistant and Executive manager duty roster to see who is on duty during shift8. Ensure adequate supplies of stationery at work terminal including: Pens Notepaper Luggage tag Luggage claim Taxi direction card Air ticket envelope9.Ensure concierge is clean and tidy.1. 一到岗位即在签到本上签到。2. 当班时间开始前十分钟必须到礼宾部报到，制服要穿戴 整齐员工必须配戴手表及挟带笔和纪事本。3. 阅读交班本并签字。4. 参加由当班领班主持的班前例会。5. 确保上一班把所有未完或须注意事项都交待清楚，如客人到达情况、客人离店情况、未到的重要客人。以及跟踪报告中须处理的事项。6. 检查电脑终端是否接通网络。7. 查一下值班经理和大堂排班表，明了当日当班员工的姓名。8. 工作所须各种用品齐备， 例如： 笔 便 笺 纸 行 李 牌 行 李 单 出 租 车 批 示 单 机 票 信 封9. 保 持 行 李 台 干 净 整 齐。 客 人 问 路STANDARD:标 准 ： Guests should be shown direction that are accurate and the quickest possible route.准确无误地向客人提供最近的路线。PROCEDURE:程 序 ： 1. When guest asks for directions to a certain place, we find out the address of the place. Then highlight on a map, which is given to the guest where the guest is currently now, and where the guest has to go.2. Write out the name in Chinese for the guest to show the taxi driver.3. Finally offer to get taxi and explain directions to the taxi driver.1. 客人问路时要首先弄清目的地的详细地址，在地图上明目的地和客人当前所在的地方交给客人。2. 把客人的目的地用中文写下来给出租车司机。3. 为客人找出租车并向司机解释清楚人的目的地。 雨 伞 STANDARD:标 准 ： Guests may be loaned umbrellas during their stay.客人住店期间可能会向饭店借用雨伞PROCEDURE:程 序 ： 1. Upon request, the doorperson will issue the umbrella to guests.2. The doorperson will record the guests name and room number in umbrella logbook along with the date and time they were loaned out. When receiving items back the doorperson will record this in log entry.3. Upon return all umbrellas are to be neatly placed in storage areas.1. 门僮根据客人的要求把雨伞借给客人。2. 门僮在登记本上记下借出的日期、时间 客人姓名和房号；归还后也应做好相应的归还记录。3. 雨伞归还后应整齐地存放在贮藏室内。 设 备 保 养STANDARD:标 准 ： All luggage trolleys will be maintained in clean and operational order at all times. Work order will be raised for repairs to the Engineering Dept.所 有 行 李 车 都 要 随 时 保 持 整 洁 和 良 好 的 工 作 状 态。 如 果 须 维 修， 开 维 修 单 送 工 程 部PROCEDURE:程 序 ： 1. Maintenance of Bell Service operating equipment such as luggage trolley baggage trolley with hanger, wheel chair, paging board, covered rope, baggage net etc.2. Each trolleys to be returned and properly arranged to its original location. Do not leave trolleys all over the place in the lobby areas, parking garage or on the floors unattended to.3. Hand and trolleys will be kept in specified areas in the lobby for easy access for the concierge staff.4. Any other personnel not from the Bell Service personnel are not allowed to borrow unless prior approval is obtained from the Chief Concierge, Bell Captain or. Should the Bellboy is required to deliver guests luggage to the parking garage, please ensure trolley is immediately sent back to its original location/storage.5. Wheelchair to be returned immediately after use should not be left unattended to any lobby area, on the floor or at parking garage. Paging board clean and presentable. Ensure the bell works at all times.6. Baggage net only used for handling groups department when collection is delayed, insufficient space to accommodate in the luggage room. Strictly for used by Bell Service personnel. Net to be nicely folded any neatly arranged in the luggage room.7. Trolleys are wiped down every night be the overnight bellboy and maintained throughout the day by wiping them down from time to time.8. Any damages, faulty, missing wheels on any Bell Service operating equipment to submit a report to Chief Concierge to prepare work order for repairs. Check pressures of wheelchair tykes regularly.9. A work order will be raised for the Engineering for trolley requiring repairs and followed up by the Chief Concierge.1. 礼宾部的设备包括：行李车、带挂架的行李车、轮椅、传呼板、行李网等。2. 每个行李车都应有固定的位置，用完后放回原位。不要把行李车随 便放在车道上、大厅里或走廊中。3. 手推式行李车可放在大厅不显眼但便于进出的地方。4. 如无礼宾部主管的事先批准，任何其它部门的人不得借用行李车。 如行李员把行李送到室外，如停车场，送完后应立即把行李车放回原位。5. 轮椅用完后也须放回原位，不得留在大厅、车道 或走廊上。传呼板要保持干净，铃铛要响。6. 当团队行李在行李房中放不下或来不及放入行李房中时，用行李网把行李罩起来。仅限行李员使用。用完后要折好并妥善保管。7. 夜班行李要把行李车擦干净，白天当班的行李也要在必要的时候擦行李车。8. 一切损坏，包括轮子松动、架子松动等都应及时汇报行李主管以便开维修单。定期检查轮椅的车胎气压。9. 礼宾部主管开出维修单后要跟踪落实。散 客 离 店 STANDARD:标 准 ： Check out request will be action immediately by the Concierge desk and the time call was received and room number will be recorded in the Log entry. When we received calls, guest requesting his luggage to be brought down, repeat twice his room number.当 接 到 客 人 离 店 的 通 知 时 记 录 下 客 人 的 房 号， 如 客 人 要 求 把 行 李 拿 下 来， 向 客 人 重 复 两 遍 房 号， 然 后 立 即 行 动。PROCEDURE:程 序 ： 1. The Concierge will complete the log entry when a request for check out is received by phone.2. Find out how many pieces of luggage do he has in order to bring along the right trolley.3. Inform him I will be with you within 5 minutes or 10 minutes.4. Assigned porter will collect luggage from room.5. Always remember to ring doorbell and mentioned Bell service, May I collect your bags? Fill a list of items collected in the check out luggage tag.6. Count the number of luggage in front of the guest. Quickly check the room for anything that could be left behind. Ask guest whether he needs any transportation to be arranged for his departure.7. Tag the luggage, write down room number, and time collected, guest name, porter initial, and number of pieces.8. Single piece of luggage to be placed inside the counter.9. Multiple pieces will be tied together and tagged.10. Report number of pieces to the concierge and return key to reception desk.11. Load luggage for guest to the vehicles, once he/she has finished at the reception desk.12. Dont leave guest unattended. Farewell the guest Thank you for staying at the Westin Kunming, have a pleasant trip.13. Report registration number of vehicle used by guest to the Concierge desk.Check his name from daily-expected departure list. Make an attempt to address him by his name.1. 接 到 离 店 要 求 的 电 话 时 先 填 写 记 录 单。2. 问清楚客人有多少件行李以确定用什么样的行李车比较合适。3. 告诉客人你将在五分钟到十分钟内到他的房间。4. 把 任 务 分 配 给 行 李 员。5. 先 按 门 铃， 说：“ 我 是 行 李 员， 请 问 现 在 可 以 收 行 李 吗？” 在 离 店 行 李 牌 上 记 下 行 李 清 单。6. 当 着 客 人 的 面 数 行 李 件 数， 迅 速 检 查 一 下 房 间 中 可 否 有 遗 忘 的 物 品， 问 客 人 是 否 需 要 在 离 店 时 做 其 它 安 排。7. 把 标 签 挂 在 行 李 上， 记 下 房 号， 收 行 李 的 时 间， 客 人 姓 名， 行 李 员