威斯汀宾客服务培训手册.doc

Objective In this training module, you will learn: Door service, greetings, and duties Valet services and duties Parking and retrieving vehicles Service Express Luggage Duties and posting positions Rooming the guest Checking and storing luggage Lost luggage procedures Handling guest package, flower, and gift deliveries Guest departure procedures Miscellaneous duties. Performance Expectation To be signed off on this training module, you will, from memory, demonstrate knowledge of the items noted above to your trainer. Additional Resources Westin Brand Standards Manual HotelEXPERT Users Manual Timing First two weeks of training Why I Need to Know This The Service Express Ambassador performs a vital role in the overall success of the hotel. Two of the primary responsibilities are greeting guests in a welcoming manner and assisting them with the movement of their luggage. The Service Express Ambassador is a highly visible source of the information for guests. The Service Express Ambassador must be knowledgeable about the hotel and its operation and also should also be aware of the current events and activities in and around the city. The Service Express Ambassador is a valuable salesperson for the hotel. Guests develop their first and last impressions about the hotel and its service through the Service Express Staff. SERVICESERVICESERVICE EXPRESSEXPRESSEXPRESS DOORDOORDOOR SERVICESSERVICESSERVICES GREETING SED 1 01/01/02 The Door Ambassador plays a vital role in the success of the hotel. The primary responsibilities of the Door Ambassador are greeting arriving and departing guests and assisting with their luggage. The Door Ambassadors are often the source of the initial and final impression the guest receives, and therefore remain a lasting symbol for the hotel. STANDARD All guests arriving through the hotels front entrance will be appropriately greeted with eye contact and a smile when a guest is 10 steps away. The Ambassador also will greet the guest when they are within five steps by stating “Welcome to the Westin Diplomat Resort and maintain a clean area and be thoroughly familiar with current room availability, hotel Food explain the difference between the two and cost of valet parking If valet, write valet ticket and explain how to retrieve press Service Express button on phone in room and give valet ticket number to Service Express Ambassador. If self-parking, explain where to go 6. Ask if you can offer luggage assistance. If yes, assist and give one ticket for every piece of luggage, direct to Front Desk. If no, direct to Front Desk. Say “Please, Enjoy your stay.” 7.If currently staying in Hotel: Say, “Welcome back.” (Identify returning guests by ticket on mirror). Make sure they have copy of their valet ticket. Make sure theyve left keys in car. Turn car over to Valet. 8.If coming for banquet, dinner, or to visit: Greet guest. Inquire if theyre staying, and since they are not, explain how to self- park. BENEFIT To consistently achieve Westin Standards and to exceed our Guests Expectations. RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Door Attendants REFERENCES always place items gently and carefully on cart. 3.Never overload as it may cause guests items to fall off and may result in damages or loss of items. 4.Always practice safe lifting techniques. Always lift from the knees, and not from the back. If luggage is TOO heavy to lift, get assistance; do not try to pick it up your self. 5.If a guest has Golf Clubs and will be golfing at the Diplomat Country Club, offer to have the clubs tagged and taken over to the Country Club where they can be stored until guest will require them. If guest will be golfing at other courses, tag and store the clubs in the Golf Bag Rack provided in the storage. If guest has a baby stroller ask if guest would like to have stroller delivered to room for guests quick access, or tag and store it in the luggage closet. BENEFIT To consistently achieve Westin Standards and to exceed our Guests Expectations. RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Door Attendants REFERENCES Door Ambassadors will, upon request, arrange transportation for guests, and execute pre-arranged transportation needs. STANDARD Service Express Door Ambassadors will offer to reconfirm transportation that has been pre- arranged for guests. Guests will be referred to designated area for all transportation requests with the exception of taxicabs and valet parking requirements. For guests who will be requiring transportation arrangements to be made offer options and make friendly suggestions. When a guest makes a decision on a viable option, the Door Ambassador will assist guest in completing their request. PROCEDURE 1.If guests ask for the following methods of transportation, refer to concierge desk or designated area for reservations: Airport shuttle Rental car available outside 2.Offer to reconfirm transportation arrangement for guest if designated department is busy. 3.Point out pick up locations for shuttles and busses. Be aware of the arrival of cars/limousines for guests. BENEFIT To consistently achieve Westin Standards and to exceed our Guests Expectations. RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Door Attendants REFERENCES this will prevent property damage or harm to individuals. A ticket will be issued to all vehicles entering the hotels parking areas regardless of the length of time. Friendly, efficient service is vital to Westins success as this initial contact can have a direct bearing on the guests enjoyment of their visit. PROCEDURE When receiving a car, a five-part ticket will be used: Part 1 hangs from the car mirror. Part 2 goes to the Ambassador in the Cashiers station. Part 3 is attached to the guest keys. Part 4 will be given to the front desk. Part 5 will be given to the guest. All vehicles will be parked in the following designated areas: 300 parking spaces below hotel towers Valet parking for in-house guests only 250 parking spaces below convention center Valet parking for Convention Center guests only 2250 parking spaces at Diplomat Landing Overflow valet parking, self parking, parking for retail shops and F The television and radio on/off switches and the remote control; The window coverings (offer to open or close the drapes); The ice machine location; The in-room safe or the availability of a safe deposit box. Inform the guest of the specific upgraded amenities. 6.The Ambassador will inform the guest of the location of the food and beverage outlets. 7.Upon departure: “My name is _, If there is anything else you need, please do not hesitate to call Service Express. Please enjoy your stay, guests name.” BENEFIT To consistently achieve Westin Standards and to exceed our Guests Expectations. RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Luggage Captain Service Express Luggage Ambassadors REFERENCES the Service Express Ambassador will quickly and efficiently complete a search for a guests luggage. PROCEDURE 1.Immediately notify the Service Express Luggage Captain, Service Express Manager or Supervisor who can look through HotelEXERT for the previous logged call 2.Obtain all pertinent information (e.g., size, make, shape, personal markings, color, arrival point and time, tags, and how the guest arrived). 3.Document all efforts taken to locate the luggage, to prevent duplication of effort. 4.Never discuss liability with the guest. 5.Always keep guest informed as to your status with locating their luggage. 6.Check all luggage areas, and check with all Ambassadors and on-duty personnel, including Door Ambassadors. 7.Check for room moves first, then conduct a systematic search of guestrooms, if the luggage is not located. For example, if the luggage was to be delivered to room 321, the rooms on either side, and above and below, room 321 will be checked. If the search proves unsuccessful, transpose the numbers and continue searching in the same manner, as in starting with room 231. If this is still unsuccessful, search the rooms on the floor in question and the same series of numbers above and below. 8.Notify the Manager on Duty and Security if the luggage has not been found at this point. BENEFIT To consistently achieve Westin Standards and to exceed our Guests Expectations. RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Luggage Captain Service Express Luggage Ambassadors REFERENCES at any time even after 10pm, to be informed of the luggage delivery or would they like us to leave a voicemail 2.When luggage is delivered by the airlines, refer to Passover book and ensure delivery is entered, and close call in HotelEXPERT. 3.If delivery of luggage is before 10pm, call guest in room, if guest is available deliver luggage. 4.If guest is not available leave message and store luggage in luggage closet. Make accurate and detailed notes in logbook for fellow Ambassadors, so that luggage may be delivered when guest is available. Inform Service Express Supervisor of situation. Inform Manager and Security of situation. BENEFIT To consistently achieve Westin Standards and to exceed our Guests Expectations. RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Luggage Captain Service Express Luggage Ambassadors REFERENCES Hotel will only be liable for a loss caused by its willful act. It is understood that jewelry, furs, and other expensive items are not part of items checked. 2.The Hotel or its Ambassadors are authorized to deliver property to any person presenting this check without identification. BENEFIT To consistently achieve Westin Standards and to exceed our Guests Expectations. RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Luggage Captain Service Express Luggage Ambassadors REFERENCES The total number of pieces of luggage Transportation or parking information call to Valet if necessary to have a car pulled up to the front drive. 2. Enter call into HotelEXPERT 3.Quote guest completion time The approximate length of time 15min in HotelEXPERT timer if there is a wait, before luggage can be picked up from the guestroom 4. Upon departure ask guest will be asked if he/she enjoyed his/her stay Thank guest for staying at the Westin Diplomat Resort The Daily Event Sheet; and Daily pre-shift newsletter (if applicable) The department bulletin board. Night Ambassadors preview daily events for upcoming day Ensure the proper display of the events, times, and locations. 5.Lost not left in hallways. Luggage safely stored until time to be loaded on bus. PROCEDURE 1Check In Establish estimated time of arrival. From group contract. Obtain two arrival lists with room numbers. Determine total number of pieces of luggage. Have sufficient luggage tags/labels filled out with guest name and room number prior to the arrival of the bus. As bus pulls up direct driver to stop near curb by the South Tower. Determine which luggage will be going to the South Tower and which to the North Tower. Unload the luggage for the South Tower first, accurately tag and load unto carts and proceed up the ramp to the luggage room. Count all items prior to delivery and record number of pieces per room on arrival sheet. Direct driver to park by the curb at the North Tower. Unload luggage, load unto golf carts and proceed to elevators in the underground garage. Luggage is unloaded with speed, efficiency and care. No luggage to be left outside unattended. Use service elevator for delivery to rooms. Deliver with help of rooming list. If room is not ready, place luggage in specified secure area. Return any extra luggage to supervisor or group contact. 2.Check out Verify departure times and establish a time to commence luggage pick-up. From group contract and from the departure rooming list room Front Office. Obtain accurate rooming list by room number for departing. Determine where the luggage is to go (i.e., tour bus or checked in storage). Pick up luggage on a timely basis. Proceed to guest room, knock and use appropriate verbiage. Record number of bags retrieved from each guest room on rooming list. If luggage is not fully packed and guest is not present: Indicate on rooming list. Make a note to return after all other pick-ups. Proceed to next room. As departure time approaches and guest has not returned to complete packing, notify Supervisor. Take luggage to storage or deliver directly to departure area according to instructions. BENEFIT To consistently achieve Westin Standards and to exceed our Guests Expectations. RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Luggage Captain Service Express Luggage Ambassadors REFERENCES & ADDITIONAL RESOURCES Service Express Luggage Attendant Checklist, Arrival process Audit Sheet, Arrival Video SERVICE EXPRESS LUGGAGE DUTIES CHECKLIST Date: / / _ Check in with your manager. _ Obtain any pass-on information from the previous shift. _ Familiarize yourself with the days in-house meetings, functions, and groups. _ Familiarize yourself with any local events or activities outside the hotel but in the immediate area. _ Familiarize yourself with any VIPs in-house. _ Check the days arrival/departure counts and the hotel occupancy level. _ Make certain that your area is clean and properly equipped. _ Assume your position at your post and maintain that position when you are not assisting a guest. _ Maintain a proper posture throughout the day. _ Greet all guests and visitors. _ Assist guests and visitors as requested. _ Show guests to their rooms, following the procedure of your hotel _ Check guest luggage following the procedure of your hotel. _ Retrieve luggage of departing guests as requested. _ Monitor, dispatch and close calls in HotelEXPERT _ Print reports when needed from HotelEXPERT (i.e.: Group Luggage Pick Up) OVERNIGHT SERVICE EXPRESS LUGGAGE DUTIES CHECKLIST Date: / / _ Check in with your manager. _ Obtain any pass-on information from the previous shift. _ Familiarize yourself with the days in-house meetings, functions, and groups. _ Familiarize yourself with next days in-house meetings, functions, and groups. _ Familiarize yourself with any local events or activities outside the hotel but in the immediate area. _ Familiarize yourself with any VIPs in-house. _ Check the days arrival/departure counts and the hotel occupancy level. _ Check next days arrivals/departures count and the hotel occupancy _ Make certain that your area is clean and properly equipped, including Luggage Cart polishing. _ Obtain in-house list to reference guests for Newspaper delivery _ Deliver Newspapers and Express Check-out folios _ Assume your position at your post and maintain that position when you are not assisting a guest or Ambassador. _ Maintain a proper posture throughout the evening. _ Greet all guests and visitors. _ Assist guests and visitors as requested. _ Show guests to their rooms, following the procedure of your hotel _ Check guest luggage following the procedure of your hotel. _ Retrieve luggage of departing guests as requested. _ Monitor, dispatch and close calls in HotelEXPERT _ Print reports when needed from HotelEXPERT (i.e.: Group Luggage Pick Up) SERVICE EXPRESS LUGGAGE DUTIES STANDARDS OF EXCELLENCE CRITIQUE AMBASSADOR: _DATE: _ YES NO Smiles, makes eye contact, greets guest, and offers welcome_ Introduces him/herself to the guest and uses the guests name_ Communicates with the guest while traveling in the elevator_ Mentions the following: The lounge, noting the music style_ Two restaurants_ The Concierge_ The Fitness Center_ Low- /high-rise elevators_ TV monitors and floor maps_ The Gift Shop_ The Tour Desk_ The Executive Business Center_ Points out the fire exits_ Points out the ice and vending machine_ Demonstrates the key usage_ Points out guestroom features:_ Mini-bar_ A/C and heat_ Lights_ 24-hour room service_ Points out guestroom safety features: _ Sprinkler_ Deadbolt_ Safety latch_ Inquires about SPG and enrolls guest, if needed_ Displays courtesy and professionalism_ Takes personal responsibility for handling guest problems_ ADDITIONAL COMMENTS: _ MANAGER: _AMBASSADOR: _ Practice Exercise 1.List at least 4 major responsibilities of the Door Ambassador position. 2.Explain the arrival process, how to handle luggage, and directions to the Front Desk. 3.Explain the process of requesting a taxicab for a guest. 4.List the rates for a taxi to the following: a) Fare to the airport$_ b) Fare to the nearest shopping center or mall$_ c)Fare to the nearest pharmacy$_ 5.List directions to the following locations: a) The airport b) The nearest shopping center or mall c)The nearest pharmacy Practice Exercise Feedback Review your answers with the trainer. You should have: 1.Demonstrated your knowledge of how to handle the Door Ambassador duties and your ability to provide directions and fares to locations around the hotel. 2.Demonstrated to your