1、酒店管理手册C ROW N EP LA ZAS H E N Z H E N深圳威尼陆虽冠假 日酒店Concierge酒店管理之家C ROW N EP LA ZAS H E N Z H E N深圳威尼斯旦冠假 日酒店Dear team member,First ly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our k.ey to success depends very m uch on your posi t ive attitude, creative flai
2、r and eye to details. We are committed to develop people throt1gh knowledge enlarging, skill training a11d workforce motivation. Your remarkable contribution in Front Office Department will be great ly 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
3、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 Otiice Department.祝愿您在这个团队里工作愉快，井获得宝贵的工作经历。Yours truly,此致TABLE OF CONTENTSPa rt 1P-5月Telcome Letter From Director of Rooms P-SDepartmenta l Organjzati on ChartPa rt 2后 Job descriptionS Check Listh
4、且马16 Standard Operatin g Procedures ConciergeITransportation Check List2 Airport Pick up and send off handling3 Roon1Changing4 Check Inand Check Out Luggage Procedure5 Luggage Room and Storage Procedure6 Newspaper Delivery7 Guests Mail Parcel & Package8 Stacki ng of Luggage On Cart9 Group Luggage Ha
5、ndling10 Hold For Pick Up11 Paging ServiceTr anspor ta tion12 Transportation Check List13 Airport Pick up and send off handling14 Dri ver s Rule15 Dri vers Expenses16 Vehicle Mileage17 Vehicle Maintenan cePart 416 Acknow ledgement letter by employeeC ROW N EP LA ZAS H E NZ ”E N深圳；$尼. 斯旦冠假日酒店Page 02P
6、age 04PageOSPage08Page 16Page 21Page 26Page 28Page 33Page 36Page 39Page 41Page 43Page 45Page 47Page 16Page 21Page 49Page 52Page 53Page 54Page 57FRONT OFFICE ORGANIZATION CHARTFOM前厅音型经理Asst.FOM前斤部副j经理JOB DESCRIPTION工作职责描述Job Title : 职位： LOCATION:Concierge Supervisor礼宾部主管CROW NE PLAZA SHENZHEN工作场所： De
7、pa内nent 部门： Responsibl e t有责任于 ：Responsible for负责：JobSun1mary探圳戚尼斯皇冠假日酒店Front Office 房务部属可厅部 Chief Concierge 礼宾部经理Bell Boy 行李员 Door girl 门童Toensur巳thesmoothoperationoftheConciergedaily operation ,Bell Service transportati on ,ensuri ng 1naxi1nu m guest satisfaction.确保礼宾部每天正常运做，行李及车辆服务Ji阴11岛运作，保璋客人最大
8、满意服务 。MAI N DU TIES PE RSONN EL主要职责I .Read the conci erge shift Log-Book, check if some thi n gsrh ich last sh ift left need to be follow挎着礼宾部交朋本，查看上一个班有没留下需要跟进的事2. Check the transportation daily arrangement n otice book, if guest books airport pick up or drop off, we shoul d check and make sure the
9、 mineral watel, hand towel , newspaper were well set up inside the hotel vehi cle before they go to airport for picki ng guest or sending guest, make sure the guests na me (i ncl usi ve gender) which typed on the paper is correctly. Besides pay more attenti on: check the flights clear information, m
10、ust be fami liar with airport Sta阳s. As we know, there are two tenni na ls at ShenZhen airport. Difference fl ight number r ith the di fference terminal forarri va l and departure, REMEMBER: for airport drop off service, we shou ld get the clear flight number from guest or our management. Especial f
11、or foreigners we 1nust pass the clear in formation to our driver.检奄车辆 H常去排本 ，如果有客人预定接机或送机服务，我们男ifj保在接机或送机之前在洒J汽车辆 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，一到 !ti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候机楼登机和离开。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惰，也，特别赴外罔客人我们要把正确 信息告诉我们的司机。3. Check the transpor
12、tation dai ly arrangement n otice book, i f guest books Ferry pi ck up or drop o筐， we should check and make sure th e mineralratel , han d towel newspaper were well set up insi dethe h otel veh icle before they go to Ferry. There are two Ferries in Shenzhen, one is She KouFerry wh ich is popul ar on
13、e. An other is Fu Yong Ferry that is cl oser to ShenZhe n airport. REMEMBER: we must get the clear information from t he requester and share the information wi th driver.检查1i沃牢辆安排本，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某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 个是制永码头很靠近深圳机场。备注2 我们要给洒店司机清楚的信息。4. Check and ma
14、ke sure all the transportation order were well a付angcd and all th巳 时ansportation charge were done in proper wa予 确保所有的用车已经安排好 ，并准备好把车辆费用入剑客人的房费盟并做好记录。5. Check the luggage storage room, reconfirm luggage amount accordi ng 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衰。6. Check the dai ly arrival
15、list and depa付ure 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 凯iest accordi ng to Daily Activi ty Report , make St町e all of VIP rooms and LSG roon1s were send proper ly newspaper on ti me according to their nationality or history/habit查看每天贵宾到
16、达，离开和在店情况，查看长住客人情况依照每天实际报衰 ，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 dai ly function report, n1a.ke sure all of concierge staff kn ow th e detai ls 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 shi ft.查看当班员工仪容及出勤。10. Check the cleanliness of all the lu
17、ggage 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 and ti din ess of luggage storage room and con ci巳rge service counter.检查行李房和礼宾音I 柜台是否干净整洁。12. Check the cleanliness of the h otel main entrance, check the cleanl iness of hotel
18、 vehicle, inside and outside, 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。13. Check the stationary. Check concierge operation forms.查看礼宾部日常运做表。14. Check and make sure staff knOVI 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
19、and make sure all the message, fax, and in ternal information 飞 ere delivered and recorded 111 proper way.检查井确保所有留言传真和内部的资料传递情况并做好记录。16.Check and make sure all the in coming and out going items were recorded in proper way.(hold for pi ck up, mails, laundry. Etc.)检查并确保所有的转进和特出道送做好相应的记录 （物品转交，邮件 ，洗衣等1
20、7.Check and make sure all bellboys activities 飞 rere 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 sure all the luggage (FIT, group) was delivered to guest room in prop巳r way.检查并确保所有客人的行李 （散客，团队） 边送到l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
21、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 teleph one in proper way, the door girl and bel lboy on duty greeting and smiling to 部1est and h otel management anytime. 检查井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 c挝e hap
22、pen ed on your shifl were followed up in proper way and record on the l ogbook. 检查井确保每一件发生在当班时的事情简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/bell boy, Serious discipli nary action will be taken i f the above points are no
23、t been followed up accordi ngly. 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。Mornin g Shift Date:TimeConcierge Supervisor Checking ListBefore proceeding 飞材th the checking list, Rem ember to check your self befor e you check on others.TimeLocation/SectionRema rksAction1. Signing in and attending the Night Ma
24、nagerBriefin!.2. Read & sign logbook.3. Hand over th e Concierge cash float, Concierge Keys,Hotelvehiclekeysstatus,ValkieTalkie/batt巳ry and park tickets according to th e Shift HandOver list3. Check & follow up daily transportation arrangement :Ask recepti onist to print daily trace report ; and the
25、n enter Landmark system, press “5” to enter Expected Arrivals, Press “L队4” code at special service space, then press “enter” we 飞 rill get dailyTransportation arrangement report. Compare trace repo时，L肌1report and our original arrangement. Make sure every TPT request will be arranged properly.4. Chec
26、k and get the most update Luggage storagerecord, Hold for pick up itemsrecordand airport pick up sign from night shift bellboy.5.Check the Daily Activity Report and be也mi liar with the VIP arrivals/todays events/occupancy, Check the daily temperat町e forecast status6. Check staff appearance, staff at
27、tendance.7. Check equ ipment & stationary, keep service counter clea11 & tidy. Luggage tag, Luggage clai m, Drive m.e to card, stationary.8. Check Luggage trolley, mai n entrance status.7:15AMGive a bri efing to shift bellboys and door girls7:30AMPass the hoteldaily sales informationand had thenight
28、shiftbellboysentacopyofDaily Transportation Control Sheet to Driver office.8:AMDaily nevspaper delivery:Print out the In House VIP guests Report and the guest v.rith special request for the newspaper report and had the bellboy sent the newspaper right away accordingly.Print the stay over guests repo
29、rt and send right dailynewspaper to guest room according to their nationali ty. Pay more attention tor House use Newspaper delivery and assign the delivery work an1ong bell boys.9:00AMPay more attention: all of Express mails and registered n1ails and parcel, packages order should record details on b
30、ellboy n1oven1ent control sheet and had concerned person sign for recei ving. Emptythe mail hol ding drawer accordingly.9:30AMAttend ing FOM mornjn g br iefin g if the Chief Concierge is taking day off. Check and get new informat ion from Concierge CC mai l box w ith our password a11d brief to Conci
31、ergestaffJ O:AMAssigntheluggage,message.tax,forms delivery work. Mo11itor bellboys movement.l 4:20PMHand over to Afternoon shift staffAfternoon Shift Date:TimeCrowne Plaza Shenzhen Concierge Supervisor Checkin g ListBefore proceeding 飞材th the checking list, Rem ember to check yourself before you che
32、ck on others.l4:30PM1. Sign in and Attending the concierge Briefmg. And be farmliar with the VIP arrivals/today s events/occt1pancy, Get to be briefed abot1t the dailytemperatt1re forecast status. Check staff appearance, staff attendance.1.Attending the Front Office Briefi n gUCrowne Plaza Shenzhen
33、Bellboy Checkin g List23:00PMSign in, Read & sign logbook. Hand the shift over企om concierge a仕ernoon shi ft superv isor.23:30PMCheck equipment & stationary, keep service counterclea11, tidy and get enough stock at the cot1nter.2:00AMHelptheGuestServiceCenterforthePSBin-putif necessary.3:00AMCheck th
34、e Luggage storage and Hold for pick up items and update th e record in the computer file. Clean th e storage room i f necessary.3:30AMPreparetheairportpickupsignforton1orrow飞 transportation arrangement accordi n 只to 囚1ests request.4:00AMPolish all of Luggage Trolley.4 :30AMFilealltheforms at the con
35、ciergecounterinto thefilehol der accordingly.7:00AMDeliver the Night reports and internal departmentsnewspaper .JOB TITLE:职位 ：LOCATION:工作场所 ：JOB DESCRIPTION工作职责描述CONCIER.GE A1但ASSADOR.礼宾大使CROWN E PLAZA SHENZHEN深圳戚尼斯皇冠假 日酒店DEPA RTMENT:部门：ORGANIZATION STRUCTURE:组织结构：DIRECT REPORT TO:直接汇报于：INDIRECT REP
36、ORT TO:间接汇报于：R.OOMS/FR.ONT OFFICE房务部硝 厅部CONCIERGE SUPERVISOR礼宾部主管CHIEF CONCIERGE礼宾音I 经理JOB SCORE:工作叙述 ：In charge of guests fax and message, newspar咒飞 interna l departments letters del ivery work. Follow up section inventory and guests h old for pick up iten1s follow up. Coordinate wi th Bellboys in
37、the opening and closing hotel door and assist to tidy up concierge file system.负责客人留言和传真，报纸及酒店音11门信件边送 。跟进音11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：I .Concierge ambassador is only availablefrom Mondayto Fridayfor concierge mon1ing and aftern oon shjft.礼宾大使工作 日程为周一至周五，早班中班各一
38、位 。2. Concierge ambassador momjng sruft V11ill prepare the newspaper for 凯iests and internal departn1ents at 8:30AM daily and send out to concerned department before 9:00AM. Depa川ment 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: OOAM前送出。任何原因晚送相关部门必须由礼宾大使通知到。3.
39、Concierge ambassador should ch巳ck guests message and fax box every 5 mi n utes interval and$巳nd items as soon as possi ble.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 ambassadormon1ingshift shouldcheck allofOCT leaderlaundry and callthe concerned driver to pi ck i t up at 11:OOAM. He must ensure th e prop
40、er record is mai ntained.早就E 礼宾大使必须于每 日l l : OOAM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. A ll of letters should be sent out at 14:00PM daily by mon1ing shift concierge ambassador and shift supervisor must be informed for any unclaimed letters.礼宾大使必须于每 日14:OOPMj肯空酒店所有信件 ，任何未知信件必须通知当班主管处理。6. Concierge
41、 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。7.Concierge ambassador afternoonsru ft on everyVved. must check the sectioninventoryand stationary then raise the request to Chief Concierge before 16:00 for approval. 每星期三 中班礼宾大使必
42、须检查礼宾音I）物品库存及文真井于l6:00将 申请表交与礼宾部经 理批准。8. The afternoon shift concierge ambassador on every Thu. must draw all of requested items before 16:00.匈星期四 1=1班礼宾大使必须于当日16:00领回申请物品。9. Every shift concierge an1bassador must clean the same day hol d for pick up iten1 and report to shift supervisor at each shif
43、t 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。10. 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a: I政礼宾大使必须清理礼宾文件档案并交与主管库存。11. Concierge ambassador shoul d coordinate with Bellboys in the opening and closing h otel doorVhen 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。12.Shi ft SU严rvisor must assign the concierge an1bassador work among bell boys on Sat. and Sun.当政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。JOB TITLE:职位：LOCATION:工作场所 ：DEPA RTMENT:部门：JOB DESCRIPTION工作职责描述DOORGIRL女门童CRO序 E PLAZA SHENZHEN深圳威尼斯皇冠假
