Airport Pick Servicei 礼宾部接机服务SOP.doc

STANDARD OPERATION PROCEDURE标准操作程序DEPARTMENT 部门Concierge礼宾部JOB TITLE 职位Service Associate行李员TASK NO 任务序号CON 01TASK 任务名称Airport Pick Up Service接机服务EQUIPMENT REQUIRED: Opera PMS/Arrival Report / Sign Board / Mex Phone所需设备: Opera系统 / 接机报表 / 接机牌 / 酒店移动电话WHAT TO DO做什么HOW TO DO IT怎么做WHY为什么1. One day before Concierge Service Leader to print next arrival report.提前一天打印次日预抵接机报表。2. One day before prepare the Airport Pick-up paging board.提前一天准备接机牌。Afternoon shift Service Leader to print the arrival report after 20:00 for next day and arrange hotel limousine accordingly.中班礼宾部主管在晚八点后打印次日预抵接机报表，并根据此报表安排酒店车辆。The Airport representatives signage displays hotel name and logo only, unless it requested at time of booking. If requested, print the guest name on A4 paper from computer, handwriting is not allowed. Hotel logo will not be displayed if guest name displayed.除非客人在预订时特殊要求外，机场代表的接机牌只显示酒店名及标志。如客人有要求，则将客人的名字打印在A4纸上，不允许手写。接机牌显示客人姓名则不应有酒店名及标志。Following standard to be obeyed for guest name paging board preparation.接机牌上的客人姓名应按如下标准打印：Use PC/Microsoft Word Select使用微软Word文档处理软件- Center page 居中打印- Times New Roman 使用字体- Bold print 使用粗体字- Black color 使用黑体字- Use A4 paper 使用A4纸张The arrival report must be printed after RSVN is closed to avoid missing transportation arrangement抵店报表必须在预定部下班后打印，以免遗漏车辆安排。To ensure accuracy a efficiency.保证车辆安排的正确性及高效性。For security reasons.鉴于安全原因。Keep same standard.保持统一标准。Prepared By制表人：Approved By批准人：Signature/Date签名/日期:Signature/Date签名/日期: STANDARD OPERATION PROCEDURE酒店标准操作程序 DEPARTMENT 部门Concierge礼宾部JOB TITLE 职位Service Associate行李员TASK NO 任务序号CON 01TASK 任务名称Airport Pick Up Service接机服务EQUIPMENT REQUIRED: Opera PMS/Arrival Report / Sign Board / Mex Phone所需设备: Opera系统 / 接机报表 / 接机牌 / 酒店移动电话WHAT TO DO做什么HOW TO DO IT怎么做WHY为什么3. Airport representative to print daily arrival report / transport in report and double check with Concierge Service Leader for verification and handover.打印每日接机报表和检查车辆控制表。4. Proceed to the airport. 到达机场。Morning and afternoon shift airport representative to print the arrival report / transport in report in the Opera system. Double confirm with Concierge Service Leader for all transportation arrangement.每个班次机场代表在系统中打印接机/抵达报表。并与礼宾部主管再次确认车辆安排情况。Ensure accuracy so as not to miss any transfer arrangement.确保正确安排车辆并没有任何遗漏。Upon arrival at airport, the Airport Representative to check all the guest flight arrival times against the hotel arrival report. Make sure all ETAs are updated and accurate.机场代表到达机场后。根据报表接机时间查询最新航班到达信息，确保所有航班信息准确无误。Every 30 minutes, check the flight arrival times to see if any changes are made. If there are changes, update the arrival report and call back to the hotel to inform the concierge on duty.机场代表须每30分钟检查航班到达时间，如有变化，须更新接机报表并通知酒店礼宾部。Get updated information for guest pick up. For reference check updated reports constantly.得到最新报表，确认接机信息。Avoid mistaken between reservation and transportation. Doing right the first time and every single time.避免预定和车辆安排出现失误。All guests must be promptly met and greeted upon arrival. This helps correcting any mistakes and avoids missing pick-ups. There is also better control of vehicle usage productivity.当客人抵达时，机场代表必须迅速迎接并问候客人。这样做，可避免错接或漏接客人，并可提高酒店车辆使用率。To avoid the guest missing the pick up service upon arrival. Guests should not be kept waiting for the limousine.避免漏接客人和让客人等待酒店车辆。Prepared By制表人：Approved By批准人：Signature/Date签名/日期:Signature/Date签名/日期: STANDARD OPERATION PROCEDURE标准操作程序DEPARTMENT 部门Concierge礼宾部JOB TITLE 职位Service Associate行李员TASK NO 任务序号CON 01TASK 任务名称Airport Pick Up Service接机服务EQUIPMENT REQUIRED: Opera PMS/Arrival Report / Sign Board / Mex Phone所需设备: Opera系统 / 接机报表 / 接机牌 / 酒店移动电话WHAT TO DO做什么HOW TO DO IT怎么做WHY为什么5. Upon the flights arrival.当客人到达时。6. Meet and greet the guest.迎接和问候客人。Ensure that the limousine arrives at the airport 15 minutes before flight arrive, receive the room key card which was prepared in advance by GRO from the driver. 确保酒店车辆在航班到达前15分钟到达机场，从司机处拿到由GRO预先准备好的客人房卡。Hold the signboard at eye level facing the front. Stand strategically in front of the arrival gate to wait for the guest. 手持接机牌与双目平行，在出口处等候客人。Keep eye contact and smiles naturally when guest approaches. Greet the guest by saying, “Ni Hao, Mr/Mrs/Ms _, welcome to Wyndham Foshan Shunde”. If there is more than one guest, say, “Good Morning, welcome to Wyndham Foshan Shunde. May I have your names please”.The guest name is used a minimum of once and not more than three times. 当客人走近时，机场代表应自然地目视并微笑问候：“您好，_先生/夫人/小姐，欢迎您到顺德顺联温德姆酒店。”如果不止一位客人，要说：“您好，欢迎您到顺德顺联温德姆酒店。请问您贵姓？”服务中，要至少1次、最多3次并以姓氏称呼客人。Welcome program for limousine booking guest.对使用酒店豪华轿车服务客人的欢迎程序。This provides a clear visual and eases the process of looking for the guest at the arrival hall.提供一种清晰的视觉，并确保在接机大厅准确、方便地寻找客人。Identifying the guests clearly avoids confusion and picking up the wrong guest.准确地接到客人，避免任何错接和漏接。Prepared By制表人：Approved By批准人：Signature/Date签名/日期:Signature/Date签名/日期: STANDARD OPERATION PROCEDURE 标准操作程序 DEPARTMENT 部门Concierge礼宾部JOB TITLE 职位Service Associate行李员TASK NO 任务序号CON 01TASK 任务名称Airport Pick Up Service接机服务EQUIPMENT REQUIRED: Opera PMS/Arrival Report / Sign Board / Mex Phone所需设备: Opera系统 / 接机报表 / 接机牌 / 酒店移动电话WHAT TO DO做什么HOW TO DO IT怎么做WHY为什么7. Escort guest to the limousine.引领客人上车。After identifying the guests, greet them by name. Introduce yourself and the hotel, and offer luggage assistance; “Mr. /Ms _, I am Airport Representative.My name is Let me help you with your luggage, this is your room key and have Hotel Guest Relation Officer will be greeting you at hotel lobby.”当与客人确认后，要称呼客人姓氏问候客人，并介绍自己：“_先生/小姐，我是顺德顺联温德姆酒店的机场代表，我的名字是_。请让我来为您提行李，这是您的房卡，酒店的宾客关系主任会在您到达酒店时在大堂迎接您”。Count the pieces of luggage and confirm the number with the guest. 清点并与客人确认行李数量。Immediately inform the limousine driver by Mex Phone to approach the entrance of arriving hall to pick up the guest. 立即用移动电话通知司机将车开到接机大厅正门出口处迎接客人。Accompany guest to the driveway entrance. Create a rapport with the guest by asking questions and explains travel sequence and estimated journey time to the hotel, finding out what the guest would like to see in Shunde. E.g. “How was the flight Mr. /Ms _?”, “Have you been to Shunde before, Mr/Mrs/Ms _?” “The limousine will come in five minutes from the parking area.”Always ensure that the number of luggage is correct when helping guest into the limousine or taxi.当帮助客人将行李放入酒店车辆或出租车时，必须确保行李数量是准确的。This makes the guest feel more comfortable and welcomed.令客人感受到更加舒适Prepared By制表人：Approved By批准人：Signature/Date签名/日期:Signature/Date签名/日期: STANDARD OPERATION PROCEDURE标准操作程序DEPARTMENT 部门Concierge礼宾部JOB TITLE 职位Service Associate行李员TASK NO 任务序号CON 01TASK 任务名称Airport Pick Up Service接机服务EQUIPMENT REQUIRED: Opera PMS/Arrival Report / Sign Board / Mex Phone所需设备: Opera系统 / 接机报表 / 接机牌 / 酒店移动电话WHAT TO DO做什么HOW TO DO IT怎么做WHY为什么陪同客人到候车处，通过与客人的交流建立良好的关系并应适时地介绍由机场到酒店所需时间，在沟通中发掘客人对顺德感兴趣的地方，如：“_先生/小姐，这是您第一次来顺德吗？”“您的车五分钟就到”。For any arriving guests who have not asked for limousine pick up service but whose flight details are otherwise available, Airport Representative also should greet guest with the signage by hotel logo at the arrival gate as possible as we can. Help the guest for taxi arrangement and inform hotel Concierge about guest car or taxi plate number, guest name and departure time for the Airport.对于没有预定接机服务，但确认航班信息的客人，机场代表仍需持带有酒店标志的接机牌在出口迎接客人。协助客人安排车辆并将客人所乘车辆或出租车号码，客人姓名及离开机场的时间通知酒店礼宾部。 Ensure that the limousine comes promptly so that the guest is not kept waiting too long. Help guest load luggage and introduce the driver, confirm luggage with driver. Wish the guest a pleasant stay with the hotel.确保酒店车辆迅速到达，避免客人等待时间过长。帮助客人将行李装上车并介绍酒店的司机，最后跟司机确认行李。祝客人在酒店入住愉快。Do more to delight guest.提供超前服务令客人喜出望外。Prepared By制表人：Approved By批准人：Signature/Date签名/日期:Signature/Date签名/日期: STANDARD OPERATION PROCEDURE 标准操作程序 DEPARTMENT 部门Concierge礼宾部JOB TITLE 职位Service Associate行李员TASK NO 任务序号CON 01TASK 任务名称Airport Pick Up Service接机服务EQUIPMENT REQUIRED: Opera PMS/Arrival Report / Sign Board / Mex Phone所需设备: Opera系统 / 接机报表 / 接机牌 / 酒店移动电话WHAT TO DO做什么HOW TO DO IT怎么做WHY为什么8. Request for other forms of transport to the hotel.当客人要求乘坐其它交通方式到酒店。9. Request for the Shuttle Bus service.机场班车服务。10. Request for the Taxi service.出租车服务。Guests might not want to take the hotel limousine service and might request for other modes of transportation. If so, explain that there is either the Shuttle Bus service or the Taxi service which is available.当客人不想乘坐酒店车辆并要求乘坐其它交通工具时，机场代表须向客人介绍机场班车和出租车服务。Escort the guest to the Shuttle Bus Station and explain the price and the departure time. Also inform guest of the price and time of taking a taxi from the terminal of the Shuttle Bus station to the hotel. Provide a hotel name card for the guest to give it to the taxi driver.引领客人到达车站，向客人介绍票价和开车时间及从班车终点站乘出租车到达酒店的价格和时间。交给客人酒店地址卡，方便客人出示给出租车司机。Wish the guest a pleasant stay.祝客人入住愉快。Accompany guest to the taxi station. Call a taxi for the guest and explain the hotel address to the driver. Make sure that the guest is informed of the price.引领客人到达上车处，为客人叫出租车并告诉司机酒店地址，并确保客人知道车价。Explain transport cost for Non-Rack rate guest to avoid misunderstand.如果客人房费中不包括接机费用，为避免误解应向客人解释由此将要带来的费用。Guests are normally not familiar with the area and this helps them arrive at the hotel safely. 通常客人对城市不熟悉，这样将会让客人安全到达酒店。Prepared By制表人：Approved By批准人：Signature/Date签名/日期:Signature/Date签名/日期: STANDARD OPERATION PROCEDURE 标准操作程序 DEPARTMENT 部门Concierge礼宾部JOB TITLE 职位Service Associate行李员TASK NO 任务序号CON 01TASK 任务名称Airport Pick Up Service接机服务EQUIPMENT REQUIRED: Opera PMS/Arrival Report / Sign Board / Mex Phone所需设备: Opera系统 / 接机报表 / 接机牌 / 酒店移动电话WHAT TO DO做什么HOW TO DO IT怎么做WHY为什么11. Inform the hotel.通知酒店。Issue a hotel name card to the guest and log down the taxi number for record purposes. Wish the guest a pleasant stay with the hotel.交给客人酒店地址卡、记录下出租车牌号，并祝客人入住愉快。During the call taxi, double check with guest pieces of luggage在叫出租车期间，要再次与客人确认行李数量。Call the hotel Concierge to inform the guest is on the way. 通知酒店礼宾部，客人正在回酒店的途中。Verify details such as guest name the mode of transport taken, the car registration number, the number of persons, the number of luggage, and the time guests left the airport.通知酒店客人姓名、乘坐的车型、车号、客人人数、行李件数和