威尼斯皇冠假日酒店《禮賓部新員工入職培訓(xùn)手冊(cè)》

1、 HYPERLINK / ConciergeDear team member,Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skil

2、l training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.真誠(chéng)歡迎您加入深圳威尼斯皇冠假日酒店，成為酒店前廳部的成員。你們積極的工作態(tài)度，創(chuàng)造性的思維及細(xì)致周到的服務(wù)，將是我們?nèi)〉贸晒Φ年P(guān)鍵因素。我們激勵(lì)員工通過(guò)不斷的學(xué)習(xí)和培訓(xùn)，來(lái)豐富專業(yè)知識(shí)，改善服務(wù)技巧，提高勞動(dòng)生產(chǎn)力，最終取得整體前廳部的成功。I wish you a pleasant and fruitful working experience at

3、Front Office Department.祝愿您在這個(gè)團(tuán)隊(duì)里工作愉快，并獲得寶貴的工作經(jīng)歷。Yours truly,此致TABLE OF CONTENTSPart OnePart 1Welcome Letter From Director of Rooms Page 02Departmental Organization Chart Page 04Part 2 Job description Page05 Check List Page08Part 3 Standard Operating ProceduresConciergeTransportation Check List Page

4、 16Airport Pick up and send off handling Page 21Room ChangingPage 26Check In and Check Out Luggage Procedure Page 28Luggage Room and Storage Procedure Page 33Newspaper Delivery Page 36Guests Mail Parcel & Package Page 39Stacking of Luggage On CartPage 41Group Luggage Handling Page 43Hold For Pick Up

5、Page 45Paging ServicePage 47TransportationTransportation Check List Page 16Airport Pick up and send off handling Page 21Drivers Rule Page 49Drivers ExpensesPage 52Vehicle MileagePage 53Vehicle Maintenance Page 54Part 4 Acknowledgement letter by employeePage 57FRONT OFFICE ORGANIZATION CHARTJOB DESCR

6、IPTION工作職責(zé)描述Job Title: Concierge Supervisor職位：禮賓部主管LOCATION:CROWNE PLAZA SHENZHEN工作場(chǎng)所：深圳威尼斯皇冠假日酒店Department:Front Office部門(mén)：房務(wù)部/前廳部Responsible to:Chief Concierge有責(zé)任于：禮賓部經(jīng)理Responsible for:負(fù)責(zé)：Bell Boy行李員Door girl門(mén)童Job Summary : To ensure the smooth operation of the Concierge daily operation ,Bell Servi

7、ce transportation ,ensuring maximum guest satisfaction.確保禮賓部每天正常運(yùn)做，行李及車(chē)輛服務(wù)順暢運(yùn)作，保障客人最大滿意服務(wù)。MAIN DUTIES PERSONNEL主要職責(zé)：Read the concierge shift Log-Book, check if some things which last shift left need to be follow up.查看禮賓部交班本，查看上一個(gè)班有沒(méi)留下需要跟進(jìn)的事情。Check the transportation daily arrangement notice book, if

8、 guest books airport pick up or drop off, we should check and make sure the mineral watel, hand towel, newspaper were well set up inside the hotel vehicle before they go to airport for picking guest or sending guest, make sure the guest s name (inclusive gender) which typed on the paper is correctly

9、. Besides pay more attention: check the flights clear information, must be familiar with airport status. As we know, there are two terminals at ShenZhen airport. Difference flight number with the difference terminal for arrival and departure, REMEMBER: for airport drop off service, we should get the

10、 clear flight number from guest or our management. Especial for foreigners we must pass the clear information to our driver. 檢查車(chē)輛日常安排本，如果有客人預(yù)定接機(jī)或送機(jī)服務(wù)，我們要確保在接機(jī)或送機(jī)之前在酒店車(chē)輛內(nèi)部放好礦泉水，酒店毛巾，和報(bào)紙。確認(rèn)客人的姓名（包括性別）在接機(jī)紙上是否正確。除此之外還要注意確認(rèn)清楚航班信息，一定要熟悉機(jī)場(chǎng)情況。我們知道在深圳機(jī)場(chǎng)有兩個(gè)侯機(jī)樓，不同的航班號(hào)碼在不同的侯機(jī)樓登機(jī)和離開(kāi)。備注：特別是送機(jī)服務(wù)，我們要從客人或經(jīng)理那里知道確切的航班

11、信息，特別是外國(guó)客人我們要把正確信息告訴我們的司機(jī)。Check the transportation daily arrangement notice book, if guest books Ferry pick up or drop off, we should check and make sure the mineral watel, hand towel newspaper were well set up inside the hotel vehicle before they go to Ferry. There are two Ferries in ShenZhen, one

12、is She Kou Ferry which is popular one. Another is Fu Yong Ferry that is closer to ShenZhen airport. REMEMBER: we must get the clear information from the requester and share the information with driver.檢查每天車(chē)輛安排本，如果有客人預(yù)定的碼頭接送服務(wù)，我們要在酒店車(chē)輛離開(kāi)酒店之前在基點(diǎn)車(chē)輛內(nèi)部放好礦泉水，毛巾和報(bào)紙。在深圳有兩個(gè)碼頭，一個(gè)是蛇口碼頭。另外一個(gè)是福永碼頭很靠近深圳機(jī)場(chǎng)。備注：我們要給

13、酒店司機(jī)清楚的信息。Check and make sure all the transportation order were well arranged and all the transportation charge were done in proper way.確保所有的用車(chē)已經(jīng)安排好，并準(zhǔn)備好把車(chē)輛費(fèi)用入到客人的房費(fèi)里并做好記錄。Check the luggage storage room, reconfirm luggage amount according to storage control sheet,檢查禮賓部行李房，再次確認(rèn)行李數(shù)量依照行李寄存控制表。Check the

14、 daily arrival list and departure list.檢查每天住房和退房登記。Check the VIP arrival, departure, and in house list, check the hotel long staying guest according to Daily Activity Report , make sure all of VIP rooms and LSG rooms were send properly newspaper on time according to their nationality or history/habi

15、t查看每天貴賓到達(dá)，離開(kāi)和在店情況，查看長(zhǎng)住客人情況依照每天實(shí)際報(bào)表，確保每個(gè)貴賓和長(zhǎng)住客依照國(guó)籍或客史/習(xí)慣收到相應(yīng)的報(bào)紙。Check the daily function report, make sure all of concierge staff know the details meeting venue.查看每天會(huì)議報(bào)表，確保所有禮賓部行李員知道詳細(xì)的會(huì)議地點(diǎn)。Check the staff appearance and the attendance of shift.查看當(dāng)班員工儀容及出勤。Check the cleanliness of all the luggage tro

16、lley, check the umbrella par stock, check wheel chair status.檢查所有的行李車(chē)是否干凈，檢查雨傘的數(shù)量和輪椅的情況。Check the cleanliness and tidiness of luggage storage room and concierge service counter.檢查行李房和禮賓部柜臺(tái)是否干凈整潔。Check the cleanliness of the hotel main entrance, check the cleanliness of hotel vehicle, inside and outs

17、ide, smell fresh inside.檢查酒店大門(mén)口是否干凈，檢查所有酒店車(chē)輛外面和里面是否干凈，氣味是否新鮮。Check the stationary. Check concierge operation forms.查看禮賓部日常運(yùn)做表。Check and make sure staff know all the memo and information, push staff to read concierge logbook.檢查并確保所有的員工知道備忘錄的信息，監(jiān)督員工看禮賓部交接班本。Check and make sure all the message, fax, an

18、d internal information were delivered and recorded in proper way.檢查并確保所有留言傳真和內(nèi)部的資料傳遞情況并做好記錄。Check and make sure all the in coming and out going items were recorded in proper way.(hold for pick up, mails, laundry. Etc.)檢查并確保所有的轉(zhuǎn)進(jìn)和轉(zhuǎn)出遞送做好相應(yīng)的記錄（物品轉(zhuǎn)交，郵件，洗衣等）.Check and make sure all bellboys activities we

19、re recorded in proper way.查看并確保所有行李員工作情況并做好相應(yīng)的記錄。Check and make sure all the luggage (FIT, group) was delivered to guest room in proper way.檢查并確保所有客人的行李（散客，團(tuán)隊(duì)）遞送到客人房間并做好相應(yīng)的記錄。Check and make sure all staff on duty is very familiar with hotel activity.檢查并確保所有當(dāng)班員工班熟悉酒店最新動(dòng)態(tài)。Check and make sure all staff

20、 on duty answering the telephone in proper way, the door girl and bellboy on duty greeting and smiling to guest and hotel management anytime.檢查并確保所有的當(dāng)班員工在接聽(tīng)電話時(shí)正確的方式，女門(mén)童和行李員當(dāng)班時(shí)是否任何時(shí)候?qū)腿撕途频杲?jīng)理們打招呼并微笑Check and make sure every case happened on your shift were followed up in proper way and record on the l

21、ogbook. 檢查并確保每一件發(fā)生在當(dāng)班時(shí)的事情需要跟進(jìn)時(shí)要在交班記錄本上記錄。The above points should be followed up strictly and accordingly by all the Concierge supervisor and driver/bellboy, Serious disciplinary action will be taken if the above points are not been followed up accordingly.以上規(guī)章制度要求所有禮賓部主管和司機(jī)/行李員嚴(yán)格執(zhí)行，如果違反將嚴(yán)肅處理。Concier

22、ge Supervisor Checking ListMorning ShiftDate: TimeBefore proceeding with the checking list, Remember to check yourself before you check on others.TimeLocation/SectionRemarksAction1. Signing in and attending the Night Manager Briefing.2. Read & sign logbook.3. Hand over the Concierge cash float, Conc

23、ierge Keys, Hotel vehicle keys status, Walkie Talkie /battery and park tickets according to the Shift Hand Over list3. Check & follow up daily transportation arrangement:Ask receptionist to print daily trace report; and then enter Landmark system, press “5” to enter Expected Arrivals, Press “LIM” co

24、de at special service space, then press “enter” we will get daily Transportation arrangement report. Compare trace report, LIM report and our original arrangement. Make sure every TPT request will be arranged properly. 4. Check and get the most update Luggage storage record, Hold for pick up items r

25、ecord and airport pick up sign from night shift bellboy.5.Check the Daily Activity Report and be familiar with the VIP arrivals/todays events/occupancy, Check the daily temperature forecast status6. Check staff appearance, staff attendance.7. Check equipment & stationary, keep service counter clean

26、& tidy. Luggage tag, Luggage claim, Drive me to card, stationary.8. Check Luggage trolley, main entrance status.7:15AMGive a briefing to shift bellboys and door girls7:30AMPass the hotel daily sales information and had the night shift bellboy sent a copy of Daily Transportation Control Sheet to Driv

27、er office.8:AMDaily newspaper delivery:Print out the In House VIP guests Report and the guest with special request for the newspaper report and had the bellboy sent the newspaper right away accordingly.Print the stay over guests report and send right daily newspaper to guest room according to their

28、nationality. Pay more attention for House use Newspaper delivery and assign the delivery work among bellboys. 9:00AMDaily mail receiving and deliveringPay more attention: all of Express mails and registered mails and parcel, packages order should record details on bellboy movement control sheet and

29、had concerned person sign for receiving. Empty the mail holding drawer accordingly.9:30AMAttending FOM morning briefing if the Chief Concierge is taking day off. Check and get new information from Concierge CC mail box with our password and brief to Concierge staff.10:AMAssign the luggage ,message.

30、fax, forms delivery work. Monitor bellboys movement.14:20PMHand over to Afternoon shift staff.Crowne Plaza ShenzhenConcierge Supervisor Checking ListAfternoon ShiftDate: TimeBefore proceeding with the checking list, Remember to check yourself before you check on others.14:30PM1. Sign in and Attendin

31、g the concierge Briefing. And be familiar with the VIP arrivals/todays events/occupancy, Get to be briefed about the daily temperature forecast status. Check staff appearance, staff attendance.1. Attending the Front Office Briefing2. Read & sign logbook.3. Hand over the Concierge cash float, Concier

32、ge Keys, Hotel vehicle keys status, Walkie Talkie /battery and park tickets according to the Shift Hand Over list4. Check equipment & stationary, keep service counter clean & tidy. Make sure there are enough stock at the counter such as Luggage tag, Luggage claim, Drive me to card, stationary.5. Che

33、ck Luggage trolley, main entrance status.15:30PM. Check & follow up daily transportation arrangement:Reconfirm the transportation arrangement and find out the items which need to follow up.16:00PMAssign the luggage ,message. Fax, forms delivery work. Monitor bellboys movement.18:00PmReconfirm the to

34、morrows transportation reservation.20:00PMCheck tomorrows transportation arrangement and call the concerned driver for overtime work if necessary. Put all of the requested information into the Lanmark system accordingly. 22:00PMPrint out the Actual Arrival Guest Report and assign the newspaper deliv

35、ery work among the bellboys. 22:30PMReconfirm if all the transportation was charged accordingly and submit the Transportation Daily Sales Report. 23:00PMShift handed over to night shift bellboy. Check vehicle keys and finish the record. Lock all of vehicle keys into concierge 29# safe and pass the s

36、afe key to Night Shift AM. 23:05PMPass 10 pieces of Chinese and English newspaper to reception counter for those late check in guests needs.Crowne Plaza ShenzhenBellboy Checking ListOvernight ShiftDate: Time23:00PMSign in, Read & sign logbook. Hand the shift over from concierge afternoon shift super

37、visor.23:30PMCheck equipment & stationary, keep service counter clean, tidy and get enough stock at the counter.2:00AMHelp the Guest Service Center for the PSB in-put if necessary.3:00AMCheck the Luggage storage and Hold for pick up items and update the record in the computer file. Clean the storage

38、 room if necessary.3:30AMPrepare the airport pick up sign for tomorrows transportation arrangement according to guests request.4:00AMPolish all of Luggage Trolley.4:30AMFile all the forms at the concierge counter into the file holder accordingly.7:00AMDeliver the Night reports and internal departmen

39、ts newspaper. JOB DESCRIPTION工作職責(zé)描述JOB TITLE: CONCIERGE AMBASSADOR職位：禮賓大使LOCATION:CROWNE PLAZA SHENZHEN工作場(chǎng)所：深圳威尼斯皇冠假日酒店DEPARTMENT:ROOMS/FRONT OFFICE部門(mén)：房務(wù)部/前廳部ORGANIZATION STRUCTURE:組織結(jié)構(gòu)：DIRECT REPORT TO:CONCIERGE SUPERVISOR直接匯報(bào)于：禮賓部主管INDIRECT REPORT TO:CHIEF CONCIERGE間接匯報(bào)于：禮賓部經(jīng)理JOB SCORE:In charge o

40、f guests fax and message, newspaper, internal departments letters delivery work. Follow up section inventory and guests hold for pick up items follow up. Coordinate with Bellboys in the opening and closing hotel door and assist to tidy up concierge file system.工作敘述：負(fù)責(zé)客人留言和傳真，報(bào)紙及酒店部門(mén)信件遞送。跟進(jìn)部門(mén)存貨及客人轉(zhuǎn)交物

41、品。協(xié)助行李員開(kāi)關(guān)酒店大門(mén)及整理禮賓部文檔資料。PRIMARY RESPONSIBILITIES:基本工作職責(zé):Concierge ambassador is only available from Monday to Friday for concierge morning and afternoon shift.禮賓大使工作日程為周一至周五，早班中班各一位。Concierge ambassador morning shift will prepare the newspaper for guests and internal departments at 8:30AM daily and

42、send out to concerned department before 9:00AM. Department should be informed by ambassador for any delay.每日早班必禮賓大使須于當(dāng)日8：30AM準(zhǔn)備客人及酒店部門(mén)報(bào)紙，并于9：00AM前送出。任何原因晚送相關(guān)部門(mén)必須由禮賓大使通知到。Concierge ambassador should check guests message and fax box every 5 minutes interval and send items as soon as possible.禮賓大使應(yīng)每隔5分

43、鐘檢查客人留言和傳真并盡快送出。Concierge ambassador morning shift should check all of OCT leader laundry and call the concerned driver to pick it up at 11:00AM. He must ensure the proper record is maintained.早班禮賓大使必須于每日11：00AM檢查集團(tuán)領(lǐng)導(dǎo)洗衣并通知相應(yīng)司機(jī)領(lǐng)取。禮賓大使必須保證所有洗衣有著正確記錄。All of letters should be sent out at 14:00PM daily b

44、y morning shift concierge ambassador and shift supervisor must be informed for any unclaimed letters.禮賓大使必須于每日14：00PM清空酒店所有信件，任何未知信件必須通知當(dāng)班主管處理。Concierge ambassador should clean all of internal department form delivery work at each shift close.禮賓大使必須于下班前清空投遞完當(dāng)班時(shí)所有酒店內(nèi)部門(mén)表格。Concierge ambassador afternoo

45、n shift on every Wed. must check the section inventory and stationary then raise the request to Chief Concierge before 16:00 for approval.每星期三中班禮賓大使必須檢查禮賓部物品庫(kù)存及文具并于16：00將申請(qǐng)表交與禮賓部經(jīng)理批準(zhǔn)。The afternoon shift concierge ambassador on every Thu. must draw all of requested items before 16:00.每星期四中班禮賓大使必須于當(dāng)日1

46、6：00領(lǐng)回申請(qǐng)物品。Every shift concierge ambassador must clean the same day hold for pick up item and report to shift supervisor at each shift end.每日當(dāng)班禮賓大使必須清點(diǎn)當(dāng)日客人物品轉(zhuǎn)交并于下班前向當(dāng)班主管匯報(bào)。The afternoon shift concierge ambassador at each month end must clean all of file holder at file area and pass it to shift super

47、visor for storage. 每月底中班禮賓大使必須清理禮賓文件檔案并交與主管庫(kù)存。Concierge ambassador should coordinate with Bellboys in the opening and closing hotel door when he is not busy. 禮賓大使在不忙時(shí)必須協(xié)助行李員開(kāi)關(guān)酒店大門(mén)。Shift supervisor must assign the concierge ambassador work among bellboys on Sat. and Sun.當(dāng)班主管在必須在周末當(dāng)班時(shí)把禮賓大使工作分配給當(dāng)班行李員。J

48、OB DESCRIPTION工作職責(zé)描述JOB TITLE:DOORGIRL職位：女門(mén)童LOCATION:CROWNE PLAZA SHENZHEN工作場(chǎng)所：深圳威尼斯皇冠假日酒店DEPARTMENT:ROOMS/FRONT OFFICE部門(mén)：房務(wù)部/前廳部ORGANIZATION STRUCTURE:組織結(jié)構(gòu)：DIRECT REPORT TO:CONCIERGE SUPERVISOR直接匯報(bào)于：禮賓部主管INDIRECT REPORT TO:CHIEF CONCIERGE間接匯報(bào)于：禮賓部經(jīng)理JOB SCORE:Assists arriving and departing guests ma

49、inly by opening doors for the ensures The smooth flow of traffic in front of the hotel. Coordinates with Bellboys in the loading and unloading of guests luggage from their vehicles.工作敘述：幫助抵離酒店的客人開(kāi)關(guān)車(chē)門(mén)和大門(mén)，確保酒店大門(mén)口交通暢通，協(xié)助行李員在客人車(chē)輛上拿放行李。PRIMARY RESPONSIBILITIES:基本工作職責(zé):Maintain a friendly, neat and profess

50、ional image to guest保持友善，整潔，職業(yè)的形象，面對(duì)所有客人。Provide courteous service to guest and respond promptly and tactfully to guests complaints, requests and inquiries對(duì)于客人的投訴，要求，質(zhì)詢迅速作出回應(yīng)，提供禮貌的服務(wù)。Assist guest and patrons by unfailingly opening and closing vehicles doors and hotel doors幫助客人開(kāi)關(guān)車(chē)門(mén)及酒店大門(mén)。Direct incomi

51、ng guests to the registration desk and call Bellboy for the luggage指引客人去前臺(tái)登記處，聯(lián)系行李生幫客人拿行李。Ensure that “No Parking areas are clear to provide smooth flow of traffic確保大門(mén)口禁止停車(chē)區(qū)域交通暢通。Ensure that the Door girls station and front of the hotel are clear anytime確保任何時(shí)候女門(mén)童工作區(qū)域及大門(mén)口都保持清潔。Keep undesirable charac

52、ters away from the hotel, ask the help of the Assistant Manager when necessary確保衣冠不整及有不良習(xí)慣的人進(jìn)入酒店，如有需要，通知大堂副理。Summon hotels Taxi cabs for guest and patrons幫助客人召喚出租車(chē)。Keep umbrella available to protect guests and patrons coming in and out of the hotel from the rain下雨天確保為進(jìn)出酒店的客人有雨傘提供服務(wù)。Refrain from any

53、personnel conversation at main entrance with bellboys or other employees禁止在酒店大門(mén)口與行李生或者其他酒店員工聊天。Help keep the lobby area clean and in door幫助保持酒店大堂區(qū)域和大門(mén)里面清潔。Report the Assistant Manager any and all unusual circumstance occurring in the lobby and main entrance area在大堂和大門(mén)口若發(fā)現(xiàn)任何異常情況，及時(shí)向大堂副理匯報(bào)。Prepare and

54、 renew newspaper and mineral water for hotel vehicle before leaving hotel.在酒店車(chē)輛出發(fā)前準(zhǔn)備礦泉水及更新報(bào)紙。Reconfirm all of shuttle bus guests reservation with Concierge and Business Center before the bus leaves hotel.在酒店穿梭大巴離開(kāi)酒店前再次與禮賓部或商務(wù)中心確認(rèn)客人預(yù)訂。Comply with Crowne Plaza policies and procedures遵照?qǐng)?zhí)行皇冠假日品牌的制度和程序。T

55、o utilize guest comment log to give feedback and recommendation for product and service improvement利用客人的反饋意見(jiàn)和建議來(lái)提高服務(wù)和產(chǎn)品。To maintain appropriate standard for discipline dress, hygiene, uniform, appearance, posture and product在衣著，儀容儀表，衛(wèi)生，姿態(tài)及產(chǎn)品上保持高的標(biāo)準(zhǔn)。To adhere the policies, procedure and rules outline

56、 in the Employee handbook堅(jiān)持遵照?qǐng)?zhí)行員工手冊(cè)上羅列的規(guī)章制度。To carry out any other duties as instructed by senior member of staff完成上級(jí)交付的其他職責(zé)或任務(wù)。To be fully conversant with the hotels facilities and service必須全面掌握酒店的設(shè)備設(shè)施和服務(wù)信息。REF NO.:Rooms/FO Con.-001 EFFECTIVE DATE: May. 01. 2005NO. PAGES: 15 SUBJECT: Transportation

57、 Check listCOMMUNICATED TO: All Department HeadsPREPARED BY: David YangAPPROVED BY: FOMObjective目的:This policy & procedure to make sure all the staff concern know the standard for hotel transportation arrangement and offer transportation for guests convenience.這項(xiàng)規(guī)章條理的制定是為了確保所有員工知道標(biāo)準(zhǔn)的車(chē)輛安排程序。Policy政策：

58、It is the policy of the Crowne Plaza ShenZhen that all requests for limousine service are to be channeled through the concierge using the appropriate request form.深圳威尼斯酒店的政策是，酒店所有用車(chē)服務(wù)均需使用適當(dāng)?shù)谋砀瘢挥啥Y賓部安排。Procedures程序：When a guest requests limousine service from reservation, the following procedures wil

59、l apply:當(dāng)客人要求預(yù)訂部安排用車(chē)服務(wù)時(shí)，應(yīng)遵循以下操作程序：Guest request for hotel limousine service should be handled by reservation first during the reservation operation hour from 8:30 to 20:30 on week day and 9:00 to17:00 on weekend. Concierge should handle the in-house guests request and the request which is not in the

60、 reservation operation hour.在酒店預(yù)訂部運(yùn)做時(shí)間內(nèi)（周日上午8：30到晚上20：30，周末早上9：00到下午17：00）,預(yù)訂部將先處理客人用車(chē)服務(wù)預(yù)訂。禮賓部應(yīng)當(dāng)處理所有住店客人及酒店預(yù)訂部運(yùn)做時(shí)間外所有客人用車(chē)服務(wù)預(yù)訂。Reservation staffs will obtain full flight arrival details and enter it into the computer after confirmed with guests.預(yù)訂部員工應(yīng)得到航班具體到達(dá)時(shí)間資料，在和客人確認(rèn)預(yù)訂后將其輸入電腦。Reservation should co