某5星酒店礼宾部政策与程序

Shift Duties / Daily Check List

工作职责

PURPOSE : That all members of the concierge team are immaculately

要求礼宾部所有成员做到最好。

The following is a list of procedures normally delegated to each shift. This does not exclude Shift 1 from completing procedures indicated for the following shift or vice versa. The order of the procedure will vary in accordance with that days activities.

交接班程序是礼宾部日常工作的重要组成部分.

The check list should be used to ensure all the days duties are fufilled by the end of the day and nothing is overlooked.

交接班前，检查本班次工作日记中是否存在被遗忘的问题

For details regarding specific procedures refer to the relevant definition.

以下是具体操作程序

SHIFT 1 - OVERVIEW

早班-概述

1.Collect your pager/walkie talkie and ensure Reception and the Telephonists know the

number.

领传呼机/对讲机并确保前台和总机知道号码。

2.Collect your luggage store keys from the Night Staff. You will have to sign them in the

Key Register. Likewise you will have to sign them back in at the completion of your shift.

从夜班员工处领取行李仓钥匙，并签收。下班时归还，并登记。

municate with Night Staff any messages that need to be passed on or followed up.

There may be non pre-registered luggage that has to go up to rooms after check outs.

与夜班员工确认有无跟办事宜，在经过核查后将没有登记的行李送至客人房间。

4.Check the Concierge Diary for messages applicable to that day. When you action any

requests or messages you should put a neat line through it and initial it as actioned.

Likewise if you make any entries you should initial them so that if there are any queries regarding an item they can be followed up with the appropriate person.

阅读交班本，对于已处理好的或者需要找人协助处理的事宜，可作记号区别。

5.Read the Forecast Event Order for the days events. Ensure the function notice boads in

the foyer contain the correct information and everything is spelt correctly.

阅读当日活动安排，确保告示牌内容准确无误，摆放得当。

6.Ensure the Manager on Duty signage is correct for the day.

确保值班经理牌摆放正确恰当。

7.Check all baggage down times for all groups and FITs departing that day. Plan your

course of action with the second Porter. If you start to get behind on baggage collection times inform the Front Office Manager or a Duty Manager as soon as possible so that assistance may be arranged.

Group baggage collection times are recorded in a folder kept in the Telephonists room.

核对所有团队、散客出行李时间，如需离开岗位，而岗位无人时，应通知领导安排人顶替。

8.Print out rooming lists for all groups departing whose room numbers are not on the

baggage down list (there may only be a group reference number as there are too many rooms to list individually). Inform the Front Office Supervisor or Manager if you do not have any baggage collection times for a group due to depart that day so that it can be followed up immediately.

打印所有未订收行李时间的客人房号用来备用，并通知前台有未订收行李的团队并跟催。

9.Ensure any luggage that is being stored for guests is logged and labelled correctly before

putting into the Luggage Storage room.

确保所有行李都挂行李牌并作登记后，放在妥善保管。

10.Change newspaper in the Gents toilets.

更换新报纸。

11.Ensure the lobby is neat and tidy at all times (this includes the Porte Brochure area).

This means straightening chairs and collecting any rubbish, wiping dirty marks off walls and windows etc. Always have a cleaning bucket ready at the Concierge Desk to clean things as necessary.

确保大堂区域卫生整洁，行李员应准备抹布，并对于小纸屑、小杂物，墙壁及玻璃的污渍作相应处理。

12.Regularly check that the Group Check in area is also neat and tidy. Ashtrays should be

clean and have a matchbox in them. Check that telephone cords are untangled and telephone directories are unripped.

保持前台卫生整洁。电话、烟灰缸经常清洁。

13.Ensure all non-pregistered bags go up to guests rooms as soon as the rooms are ready.

Luggage for non-preregistered guests who have delivered there luggage before check in must always have their bags delivered to the room before they fo up to the room. All bags must be logged before going up to rooms.

确保未登记的行李及时送入客人的房间。所有行李应挂好行李牌并写好相关信息。

14.Guest messages and facsimiles must be delivered to the rooms as soon as possible and no

longer than 10 minutes after they are received.

客人的留言及信息应在十分钟内送至客人房间。

15.Group luggage must be delivered to the guests rooms as soon as possible after arrival,

within 20 minutes.

客人行李抵店二十分钟内应送至客人房间。

16.FIT arrivals will be escorted to their rooms with their luggage so that various aspects of

the hotel and its facilities can be explained to the guest on the way to their room.

携行李送客人至进入房间，并向客人介绍酒店设备，设施。

17.Ensure that the ACCOR brochure rack is fully stocked at all times. If extra brochures

are required see the Sales and Marketing Manager, Ros Harries.

确保宣传资料架内的宣传册充足，宣传册在销售部领取，保证供应。

18.Pass on all relevant messages to the following shift.

与下一班做好交接。

19.Sign in luggage store keys, handover to next shift and check with them if you may finish

before signing off.

给中班员工交接行李仓钥匙，并签收。下班时归还，并登记。

SHIFT 2 – OVERVIEW