1、1 Concierge 2 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 train
2、ing 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 Front
3、 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 3 TABLE OF CONTENTS Part One Welcome Letter From Director of Rooms Page 02 Part 1 Departmental O rganization C hart Page 04 Job de scription Page05 Part 2 Check L ist Page08 Part 3 Standard Operating Procedures Concierge 1 Transportation
4、Check List Page 16 2 Airport Pick up and send off handling Page 21 3 Room Changing Page 26 4 Check In and Check Out Luggage Procedure Page 28 5 Luggage Room and Storage Procedure Page 33 6 Newspaper Delivery Page 36 7 Guests Mail Parcel & Package Page 39 8 Stacking of Luggage On Cart Page 41 9 Group
5、 L uggage H andling Page 43 10 Hold For Pick Up Page 45 11 Paging Service Page 47 Transportation 12 Transportation Check List Page 16 13 Airport Pick up and send off handling Page 21 14 Drivers Rule Page 49 15 Drivers Expenses Page 52 16 Vehicle Mileage Page 53 17 Vehicle Maintenance Page 54 Acknowl
6、edgement letter by employee Page 57 Part 4 4 FRONT OFFICE ORGANIZATION CHART JOB DESCRIPTION 工作职责描述工作职责描述 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 :
7、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：主要职责： 1. Read the concierge shift Log-Book, check if some thing
8、s 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 the
9、y 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. Dif
10、ference flight number with the difference terminal for arrival and departure, REMEMBER: for airport drop off service, we should get the clear flight 5 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
11、 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。 3. Check the transportation daily arrangement notice book, if guest books Ferry pick up or drop off, we should check and make sure t
12、he 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 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 re
13、quester 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：备注：我们要给酒店司机清楚的信息。 4. 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
14、排好，并准备好把车辆费用入到客人的房费里并做好记录。 5. 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。 6. Check the daily arrival list and departure list. 检查每天住房和退房登记。 7. Check the VIP arrival, departure, and in house list, check the hotel long staying
15、 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/habit 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。 8. Check the daily function report, make sure all of concierge staf
16、f 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。 9. Check the staff appearance and the attendance of shift. 查看当班员工仪容及出勤。 10. Check the cleanliness of all the luggage trolley, 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。 11. Check the cleanliness
17、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。 12. Check the cleanliness of the hotel main entrance, check the cleanliness of hotel vehicle, inside and outside, smell fresh inside. 6 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。 13. Check the stationary. Check concier
18、ge operation forms. 查看礼宾部日常运做表。 14. 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。 15. Check and make sure all the message, fax, and 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
19、递情况并做好记录。 16. 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）. 17. Check and make sure all bellboys activities were 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。 18. Check and make su
20、re 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。 19. 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。 20. Check and make sure all staff on duty answering the telephone in proper way, the do
21、or 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 21. Check and make sure every case happened on your shift were followed up in proper way and record on the logbook. 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 ab
22、ove 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。 Concierge Supervisor Checking List Morning Shift Dat
23、e: Time Before proceeding with the checking list, Remember to check yourself before you check on others. Time Remarks Location/Section Action 1. Signing in and attending the Night Manager Briefing. 7 2. Read & sign logbook. 3. Hand over the Concierge cash float, Concierge Keys, Hotel vehicle keys st
24、atus, Walkie Talkie /battery and park tickets according to the Shift Hand Over list 3. 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” code at special service space, th
25、en 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 record and airport pick up sign
26、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 status 6. Check staff appearance, staff attendance. 7. Check equipment & stationary, keep service counter clean & tidy. Luggage tag, Luggage
27、 claim, Drive me to card, stationary. 8. Check Luggage trolley, main entrance status. 7:15AM Give a briefing to shift bellboys and door girls 7:30AM Pass the hotel daily sales information and had the night shift bellboy sent a copy of Daily Transportation Control Sheet to Driver office. 8:AM Daily n
28、ewspaper 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 nationality. Pay mo
29、re attention for House use Newspaper delivery and assign the delivery work among be llboys. 9:00AM Daily mail receiving and delivering Pay more attention: all of Express mails and registered mails and parcel, packages order should record details on bellboy movement control sheet and had concerned pe
30、rson sign for receiving. Empty the mail holding drawer accordingly. 9:30AM Attending FOM morning briefing if the Chief 8 Concierge is taking day off. Check and get new information from Concierge CC mail box with our password and brief to Concierge staff. 10:AM Assign the luggage ,message. fax, forms
31、 delivery work. Monitor bellboys movement. 14:20PM Hand over to Afternoon shift staff. Crowne Plaza Shenzhen Concierge Supervisor Checking List Afternoon Shift Date: Time Before proceeding with the checking list, Remember to check yourself before you check on others. 14:30PM 1. Sign in and Attending
32、 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 Briefing 2. Read & sign logbook. 3. Hand over the Concierge cash float, Conci
33、erge Keys, Hotel vehicle keys status, Walkie Talkie /battery and park tickets according to the Shift Hand Over list 4. 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.
34、 Check 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. 16:00PM Assign the luggage ,message. Fax, forms delivery work. Monitor bellboys movement. 18:00Pm Recon
35、firm the tomorrows transportation reservation. 20:00PM Check tomorrows transportation arrangement and call the concerned driver for overtime work if necessary. Put all of the requested information into the Lanmark system accordingly. 22:00PM Print out the Actual Arrival Guest Report and assign the n
36、ewspaper delivery work among the bellboys. 22:30PM Reconfirm if all the transportation was charged accordingly and submit the Transportation Daily Sales Report. 23:00PM Shift handed over to night shift bellboy. Check vehicle keys and finish the record. Lock all of vehicle keys into concierge 9 29# s
37、afe and pass the safe key to Night Shift AM. 23:05PM Pass 10 pieces of Chinese and English newspaper to reception counter for those late check in guests needs. Crowne Plaza Shenzhen Bellboy Checking List Overnight Shift Date: Time 23:00PM Sign in, Read & sign logbook. Hand the shift over from concie
38、rge afternoon shift supervisor. 23:30PM Check equipment & stationary, keep service counter clean, tidy and get enough stock at the counter. 2:00AM Help the Guest Service Center for the PSB in-put if necessary. 3:00AM Check the Luggage storage and Hold for pick up items and update the record in the c
39、omputer file. Clean the storage room if necessary. 3:30AM Prepare the airport pick up sign for tomorrows transportation arrangement according to guests request. 4:00AM Polish all of Luggage Trolley. 4:30AM File all the forms at the concierge counter into the file holder accordingly. 7:00AM Deliver t
40、he Night reports and internal departments newspaper. 10 JOB DESCRIPTION 工作职责描述工作职责描述 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
41、 INDIRECT REPORT TO: CHIEF CONCIERGE 间接汇报于： 礼宾部经理 JOB SCORE: In charge of 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
42、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: 1. 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。 2. Concierge ambassador morning shif
43、t will prepare the newspaper for guests and internal departments at 8:30AM daily and 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。 3. Concierge ambassador should check guests
44、 message and fax box every 5 minutes interval and send items as soon as possible. 礼宾大使应每隔5分钟检查客人留言和传真并尽快送出。 4. 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
45、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。 5. All of letters should be sent out at 14:00PM daily by 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。 6. Concierge ambassador should clean all of internal
46、department form delivery work at each shift close. 11 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。 7. Concierge ambassador afternoon 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。
47、8. 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16：00领回申请物品。 9. 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。 1
48、0. The afternoon shift concierge ambassador at each month end must clean all of file holder at file area and pass it to shift supervisor 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。 11. Concierge ambassador should coordinate with Bellboys in the opening and closing hotel door when he is not busy. 礼宾大使在不
49、忙时必须协助行李员开关酒店大门。 12. 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。 12 JOB DESCRIPTION 工作职责描述工作职责描述 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 ORGAN
50、IZATION 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 mainly by opening doors for the ensures The smooth flow of traffic in front of the hotel. Coordinates with Bellboys in the lo
