威尼斯皇冠假日酒店《礼宾部新员工入职培训手册》

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.真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。I wish you a pleasant and fruitful working experience at

3、Front Office Department.祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。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工作职责描述Job Title: Concierge Supervisor职位：礼宾部主管LOCATION:CROWNE PLAZA SHENZHEN工作场所：深圳威尼斯皇冠假日酒店Department:Front Office部门：房务部/前厅部Responsible to:Chief Concierge有责任于：礼宾部经理Responsible for:负责：Bell Boy行李员Door girl门童Job Summary : To ensure the smooth operation of the Concierge daily operation ,Bell Servi

7、ce transportation ,ensuring maximum guest satisfaction.确保礼宾部每天正常运做，行李及车辆服务顺畅运作，保障客人最大满意服务。MAIN DUTIES PERSONNEL主要职责：Read the concierge shift Log-Book, check if some things which last shift left need to be follow up.查看礼宾部交班本，查看上一个班有没留下需要跟进的事情。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. 检查车辆日常安排本，如果有客人预定接机或送机服务，我们要确保在接机或送机之前在酒店车辆内部放好矿泉水，酒店毛巾，和报纸。确认客人的姓名（包括性别）在接机纸上是否正确。除此之外还要注意确认清楚航班信息，一定要熟悉机场情况。我们知道在深圳机场有两个侯机楼，不同的航班号码在不同的侯机楼登机和离开。备注：特别是送机服务，我们要从客人或经理那里知道确切的航班

11、信息，特别是外国客人我们要把正确信息告诉我们的司机。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.检查每天车辆安排本，如果有客人预定的码头接送服务，我们要在酒店车辆离开酒店之前在基点车辆内部放好矿泉水，毛巾和报纸。在深圳有两个码头，一个是蛇口码头。另外一个是福永码头很靠近深圳机场。备注：我们要给

13、酒店司机清楚的信息。Check and make sure all the transportation order were well arranged and all the transportation charge were done in proper way.确保所有的用车已经安排好，并准备好把车辆费用入到客人的房费里并做好记录。Check the luggage storage room, reconfirm luggage amount according to storage control sheet,检查礼宾部行李房，再次确认行李数量依照行李寄存控制表。Check the

14、 daily arrival list and departure list.检查每天住房和退房登记。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查看每天贵宾到达，离开和在店情况，查看长住客人情况依照每天实际报表，确保每个贵宾和长住客依照国籍或客史/习惯收到相应的报纸。Check the daily function report, make sure all of concierge staff know the details meeting venue.查看每天会议报表，确保所有礼宾部行李员知道详细的会议地点。Check the staff appearance and the attendance of shift.查看当班员工仪容及出勤。Check the cleanliness of all the luggage tro

16、lley, check the umbrella par stock, check wheel chair status.检查所有的行李车是否干净，检查雨伞的数量和轮椅的情况。Check the cleanliness and tidiness of luggage storage room and concierge service counter.检查行李房和礼宾部柜台是否干净整洁。Check the cleanliness of the hotel main entrance, check the cleanliness of hotel vehicle, inside and outs

17、ide, smell fresh inside.检查酒店大门口是否干净，检查所有酒店车辆外面和里面是否干净，气味是否新鲜。Check the stationary. Check concierge operation forms.查看礼宾部日常运做表。Check and make sure staff know all the memo and information, push staff to read concierge logbook.检查并确保所有的员工知道备忘录的信息，监督员工看礼宾部交接班本。Check and make sure all the message, fax, an

18、d internal information were delivered and recorded in proper way.检查并确保所有留言传真和内部的资料传递情况并做好记录。Check and make sure all the in coming and out going items were recorded in proper way.(hold for pick up, mails, laundry. Etc.)检查并确保所有的转进和转出递送做好相应的记录（物品转交，邮件，洗衣等）.Check and make sure all bellboys activities we

19、re recorded in proper way.查看并确保所有行李员工作情况并做好相应的记录。Check and make sure all the luggage (FIT, group) was delivered to guest room in proper way.检查并确保所有客人的行李（散客，团队）递送到客人房间并做好相应的记录。Check and make sure all staff on duty is very familiar with hotel activity.检查并确保所有当班员工班熟悉酒店最新动态。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.检查并确保所有的当班员工在接听电话时正确的方式，女门童和行李员当班时是否任何时候对客人和酒店经理们打招呼并微笑Check and make sure every case happened on your shift were followed up in proper way and record on the l

21、ogbook. 检查并确保每一件发生在当班时的事情需要跟进时要在交班记录本上记录。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.以上规章制度要求所有礼宾部主管和司机/行李员严格执行，如果违反将严肃处理。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工作职责描述JOB TITLE: CONCIERGE AMBASSADOR职位：礼宾大使LOCATION:CROWNE PLAZA SHENZHEN工作场所：深圳威尼斯皇冠假日酒店DEPARTMENT:ROOMS/FRONT OFFICE部门：房务部/前厅部ORGANIZATION STRUCTURE:组织结构：DIRECT REPORT TO:CONCIERGE SUPERVISOR直接汇报于：礼宾部主管INDIRECT REPORT TO:CHIEF CONCIERGE间接汇报于：礼宾部经理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.工作叙述：负责客人留言和传真，报纸及酒店部门信件递送。跟进部门存货及客人转交物

41、品。协助行李员开关酒店大门及整理礼宾部文档资料。PRIMARY RESPONSIBILITIES:基本工作职责:Concierge ambassador is only available from Monday to Friday for concierge morning and afternoon shift.礼宾大使工作日程为周一至周五，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.每日早班必礼宾大使须于当日8：30AM准备客人及酒店部门报纸，并于9：00AM前送出。任何原因晚送相关部门必须由礼宾大使通知到。Concierge ambassador should check guests message and fax box every 5 minutes interval and send items as soon as possible.礼宾大使应每隔5分

43、钟检查客人留言和传真并尽快送出。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.早班礼宾大使必须于每日11：00AM检查集团领导洗衣并通知相应司机领取。礼宾大使必须保证所有洗衣有着正确记录。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.礼宾大使必须于每日14：00PM清空酒店所有信件，任何未知信件必须通知当班主管处理。Concierge ambassador should clean all of internal department form delivery work at each shift close.礼宾大使必须于下班前清空投递完当班时所有酒店内部门表格。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.每星期三中班礼宾大使必须检查礼宾部物品库存及文具并于16：00将申请表交与礼宾部经理批准。The afternoon shift concierge ambassador on every Thu. must draw all of requested items before 16:00.每星期四中班礼宾大使必须于当日1

46、6：00领回申请物品。Every shift concierge ambassador must clean the same day hold for pick up item and report to shift supervisor at each shift end.每日当班礼宾大使必须清点当日客人物品转交并于下班前向当班主管汇报。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. 每月底中班礼宾大使必须清理礼宾文件档案并交与主管库存。Concierge ambassador should coordinate with Bellboys in the opening and closing hotel door when he is not busy. 礼宾大使在不忙时必须协助行李员开关酒店大门。Shift supervisor must assign the concierge ambassador work among bellboys on Sat. and Sun.当班主管在必须在周末当班时把礼宾大使工作分配给当班行李员。J

48、OB DESCRIPTION工作职责描述JOB TITLE:DOORGIRL职位：女门童LOCATION:CROWNE PLAZA SHENZHEN工作场所：深圳威尼斯皇冠假日酒店DEPARTMENT:ROOMS/FRONT OFFICE部门：房务部/前厅部ORGANIZATION STRUCTURE:组织结构：DIRECT REPORT TO:CONCIERGE SUPERVISOR直接汇报于：礼宾部主管INDIRECT REPORT TO:CHIEF CONCIERGE间接汇报于：礼宾部经理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.工作叙述：帮助抵离酒店的客人开关车门和大门，确保酒店大门口交通畅通，协助行李员在客人车辆上拿放行李。PRIMARY RESPONSIBILITIES:基本工作职责:Maintain a friendly, neat and profess

50、ional image to guest保持友善，整洁，职业的形象，面对所有客人。Provide courteous service to guest and respond promptly and tactfully to guests complaints, requests and inquiries对于客人的投诉，要求，质询迅速作出回应，提供礼貌的服务。Assist guest and patrons by unfailingly opening and closing vehicles doors and hotel doors帮助客人开关车门及酒店大门。Direct incomi

51、ng guests to the registration desk and call Bellboy for the luggage指引客人去前台登记处，联系行李生帮客人拿行李。Ensure that “No Parking areas are clear to provide smooth flow of traffic确保大门口禁止停车区域交通畅通。Ensure that the Door girls station and front of the hotel are clear anytime确保任何时候女门童工作区域及大门口都保持清洁。Keep undesirable charac

52、ters away from the hotel, ask the help of the Assistant Manager when necessary确保衣冠不整及有不良习惯的人进入酒店，如有需要，通知大堂副理。Summon hotels Taxi cabs for guest and patrons帮助客人召唤出租车。Keep umbrella available to protect guests and patrons coming in and out of the hotel from the rain下雨天确保为进出酒店的客人有雨伞提供服务。Refrain from any

53、personnel conversation at main entrance with bellboys or other employees禁止在酒店大门口与行李生或者其他酒店员工聊天。Help keep the lobby area clean and in door帮助保持酒店大堂区域和大门里面清洁。Report the Assistant Manager any and all unusual circumstance occurring in the lobby and main entrance area在大堂和大门口若发现任何异常情况，及时向大堂副理汇报。Prepare and

54、 renew newspaper and mineral water for hotel vehicle before leaving hotel.在酒店车辆出发前准备矿泉水及更新报纸。Reconfirm all of shuttle bus guests reservation with Concierge and Business Center before the bus leaves hotel.在酒店穿梭大巴离开酒店前再次与礼宾部或商务中心确认客人预订。Comply with Crowne Plaza policies and procedures遵照执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利用客人的反馈意见和建议来提高服务和产品。To maintain appropriate standard for discipline dress, hygiene, uniform, appearance, posture and product在衣着，仪容仪表，卫生，姿态及产品上保持高的标准。To adhere the policies, procedure and rules outline

56、 in the Employee handbook坚持遵照执行员工手册上罗列的规章制度。To carry out any other duties as instructed by senior member of staff完成上级交付的其他职责或任务。To be fully conversant with the hotels facilities and service必须全面掌握酒店的设备设施和服务信息。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.这项规章条理的制定是为了确保所有员工知道标准的车辆安排程序。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，酒店所有用车服务均需使用适当的表格，交由礼宾部安排。Procedures程序：When a guest requests limousine service from reservation, the following procedures wil

59、l apply:当客人要求预订部安排用车服务时，应遵循以下操作程序：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.在酒店预订部运做时间内（周日上午8：30到晚上20：30，周末早上9：00到下午17：00）,预订部将先处理客人用车服务预订。礼宾部应当处理所有住店客人及酒店预订部运做时间外所有客人用车服务预订。Reservation staffs will obtain full flight arrival details and enter it into the computer after confirmed with guests.预订部员工应得到航班具体到达时间资料，在和客人确认预订后将其输入电脑。Reservation should co