威尼斯皇冠假日酒店《礼宾部新员工入职培训手册》

Concierge

Dear 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, skill training and workforce motivation. Y our 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 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。

Y ours truly,

此致

TABLE OF CONTENTS Part One

Part 1

✍Welcome Letter From Director of Rooms Page 02

✍Departmental Organization Chart Page 04 Part 2

✍ Job description Page05

✍ Check List Page08 Part 3

✍ Standard Operating Procedures

Concierge

1Transportation Check List Page 16

2Airport Pick up and send off handling Page 21

3Room Changing Page 26

4Check In and Check Out Luggage Procedure Page 28

5Luggage Room and Storage Procedure Page 33

6Newspaper Delivery Page 36

7Guest’s Mail Parcel & Package Page 39

8Stacking of Luggage On Cart Page 41

9Group Luggage Handling Page 43

10Hold For Pick Up Page 45

11Paging Service Page 47 Transportation

12Transportation Check List Page 16

13Airport Pick up and send off handling Page 21

14Driver’s Rule Page 49

15Driver’s Expenses Page 52

16V ehicle Mileage Page 53

17V ehicle Maintenance Page 54 Part 4

✍ Acknowledgement letter by employee Page 57

FRONT OFFICE ORGANIZATION CHART

JOB DESCRIPTION

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 Service 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：

1.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。

2.Check the transportation daily arrangement notice book, if 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. 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 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信息，特别是外国客人我们要把正确信息告诉我们的司机。