礼宾部服务流程及标准.doc

礼宾部服务流程及标准Standard:The Concierge will maintain a large inventory of local information and ensure all associates in guest service are well informed. 标准：礼宾部将保存当地的大量信息并确保所有礼宾部对这些信息非常熟悉。 Procedures:Examples of the local information required:- City map in English and Chinese with street details- Telephone directories- Business directions- Location of municipal governments building- Restaurants with various cuisine- Transportation arrangements- Medical / dental hospital- Tours and sightseeing options- Shopping excursions- Religion places- Entertainment center- Other hotel information- Universities and colleges All information will be up to date and kept in a tidy, orderly state, also presentable to the guest. Examples of the hotel information required:-Room rate-Daily arrival and departure list of VIP, member, regular guest and long staying guest-Daily function-Daily group check-in/out-Knowledge of daily and future room availableAll information will be up to date and accurate.程序：所需要的当地信息如下:- 标有详细街区名称的中英文成都地图- 电话号码簿- 商业指南- 市政府的地理位置- 不同风味的餐厅名称及地址- 交 通 车辆- 各 类医院及诊所- 景点及古迹- 购物场所- 宗教- 娱乐场所- 其 他 饭 店 - 大 专 院 校 所有这些信息必须是最新的，并保持清晰、有顺序的状态，便于客人观看。 所需要的酒店信息如下：-房价-每天抵店，离店的贵宾，酒店会员，一般客人和长住客-每天宴会厅信息-每天团队抵店，离店-每日及今后几天的房态所有信息必须最新，准确。Standard:All arriving guests will be met at the airport arrival hall, warmly welcomed and offered assistance with luggage.标准：机场代表在机场大厅出口处欢迎所有入住饭店的客人，并帮助客人提行李。 Procedures:1. The Airport Representative will identify all guests arriving and their arrival flights from the arrival list.2. The arrival board at the airport should be consulted to check if the arrival times have changed. Any changes should be noted on the arrival report and inform to the concierge desk.3. Airport Representative should wait prominently at the designated arrival gate with the hotel signboard. And today arrival report whenever there is a flight arrival.4. When the guest identifies himself/herself, greet the guest in a warm, courteous manner, “Welcome to Chengdu, Mr. Zhang, I am Mike from Hotel.”5. If the guest has already booked a car from the hotel, assist the guest with his or her luggage in a courteous manner: “May I assist you with your luggage?” then escort guest to the pick up point and wait with the guest until the car arrives. Store the guests luggage in the car trunk and confirm number of pieces. In a courteous manner: “Mr. Zhang, all 3 pieces of luggage, is it correct?” After confirmed luggage and guest is in the car. Prior to closing the car door, make eye contact with the guest and wish: ”Have a pleasant stay at hotel.” 6. If the guest has not booked a car, inquire whether the guest wishes to take hotel limousine or taxi. Airport rep. must sell hotel transportation in a courteous manner, “We have 2 options for coming back to the hotel. First our hotel limousine is available here, it only costs 200RMB and we can charge to your room account, would you like to take it?” or“ The taxi is also available. I will show you to the taxi station if you like.”7. If the guest wants to take a taxi, assist the guest with his or her luggage to the taxi line, if time permits, waits with the guest until a taxi is available. Store the guests luggage in the car trunk and the guest is in the car. 8. Prior to closing the car door, make eye contact with the guest and wish, “Have a pleasant stay at hotel. ”9. Call the Concierge desk immediately and inform of guests departure time/pieces of luggage and the number of the car or taxi. 10. If the guest is waiting to be picked up by private car, repeat the steps above.11. If several guests with transportation requests are expected to arrive at the same flight. Airport Representative will introduce each guest to the respective hotel drivers in a courteous manner: “ Mr. Zhang, please allow me to introduce our driver Peter, he will be glad to take you to our hotel, have a pleasant stay at hotel.”程序：1. 机场代表识别入住本饭店的所有客人，要获悉时间表上航班抵达时间。 2. 机场代表应该随时查看航班抵达时间，任何变化都要在预抵客人报告上作标注并通知礼宾部。 3. 机场代表在机场出口处的显著位置等候客人，只要有航班到达都要手举着印有饭店标志的指示牌并拿着当天客人到达的报告。 4. 当客人看到自己名字时，机场代表应以热情礼貌的方式欢迎客人:“张先生，欢迎您到 成都！我叫迈克来自 饭店。”5. 如果客人预定了饭店车辆，应帮助客人搬运行李，礼貌用语:“我可以 替你拿行李吗？”然后陪客人来到站台直到车来，将行李放到车的后备箱 并 确 认 件 数，礼 貌 用 语:“张 先 生，总共3件，对吗？”确认后 客人进入车里 ,轻轻关上车门目光对视对客人说”希望您在 饭店入 住愉快。”6. 如果客人没有预定饭店车辆，则要询问客人是否想乘坐酒店车和机场的出租车。机场代表必须出售酒店车，礼貌用语：“ 我们有2种方法回酒 店。 首先是酒店车，仅付200人民币， 我们算你房帐内，你愿意 搭乘 吗？机场里也有出租车，请允许我带你去出租 车站。”7. 如果客人想乘坐出租车，应帮助客人搬运行李，陪同客人来到机场出租车的指定站点。若时间允许，将客人行李放到出租车的