1、酒店管理手册 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 tra
2、ining 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TABLE OF CONTENTSPart OnePart 1?Welcome Letter From Director of Rooms Page 02?Departmental Organization Chart Page 04Part 2? Job description Page05? Check List Page08Part 3? Standard Operating ProceduresConcierge1 Transportation Check List Pa
4、ge 162 Airport Pick up and send off handling Page 213 Room ChangingPage 264 Check In and Check Out Luggage Procedure Page 285 Luggage Room and Storage Procedure Page 336 Newspaper Delivery Page 367 Guests Mail Parcel & Package Page 398 Stacking of Luggage On CartPage 419 Group Luggage Handling Page
5、4310 Hold For Pick UpPage 4511 Paging ServicePage 47Transportation12 Transportation Check List Page 1613 Airport Pick up and send off handling Page 2114 Drivers Rule Page 4915 Drivers ExpensesPage 5216 Vehicle MileagePage 5317 Vehicle Maintenance Page 54Part 4? Acknowledgement letter by employeePage
6、 57FRONT OFFICE ORGANIZATION CHARTJOB 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
7、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 t
8、he 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 (incl
9、usive 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, REMEMB
10、ER: 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
11、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。3. 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 the
12、y 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 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
13、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 t
14、o 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 guest according to Daily Activity Report , make sure all of VIP rooms and LSG rooms were send properl
15、y 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 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。9. Check the staff appearance and the atte
16、ndance 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 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
17、 of the hotel main entrance, check the cleanliness of hotel 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 know all the memo and information, push staff to read co
18、ncierge 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, ma
19、ils, 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 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。19. Check and ma
20、ke 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 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
21、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 above points should be followed up strictly and accordingly by all the Concierge supervisor and driver/bellboy, Serious disciplinary
22、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 ListMorning ShiftDate: TimeBefore proceeding with the checking list, Remember to check yourself before you check on others.TimeLocation/SectionRemarksActio
23、n1. Signing in and attending the Night Manager Briefing.2. Read & sign logbook.3. Hand over the Concierge cash float, Concierge 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 rece
24、ptionist to print daily trace report; and then enter Landmark system, press “5” to enter Expected Arrivals, Press “LIM” code 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 ever
25、y 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 from night shift bellboy.5.Check the Daily Activity Report and be familiar with the VIP arrivals/todays events/occupancy, Check the daily temperatu
26、re forecast status 6. Check staff appearance, staff attendance.7. Check equipment & stationary, keep service counter clean & 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
27、 the hotel daily sales information and had the night shift bellboy sent a copy of Daily Transportation Control Sheet to Driver 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 newspap
28、er right away accordingly.Print the stay over guests report and send right daily newspaper to guest room according to their 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 o
29、f Express mails and registered mails and parcel, packages order should record details on bellboy movement control sheet and 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
30、new information from Concierge CC mail box with our password and brief to Concierge staff.10:AMAssign the luggage ,message. fax, forms delivery work. Monitor bellboys movement.14:20PMHand over to Afternoon shift staff.Crowne Plaza ShenzhenConcierge Supervisor Checking ListAfternoon ShiftDate: TimeBe
31、fore proceeding with the checking list, Remember to check yourself before you check on others.14:30PM1. Sign in and Attending 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,
32、staff attendance.1. Attending the Front Office Briefing2. Read & sign logbook.3. Hand over the Concierge cash float, Concierge 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 & t
33、idy. Make sure there are enough stock at the counter such as Luggage tag, Luggage claim, Drive me to card, stationary.5. 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
34、to follow up.16:00PMAssign the luggage ,message. Fax, forms delivery work. Monitor bellboys movement.18:00PmReconfirm the tomorrows transportation reservation.20:00PMCheck tomorrows transportation arrangement and call the concerned driver for overtime work if necessary. Put all of the requested info
35、rmation into the Lanmark system accordingly. 22:00PMPrint out the Actual Arrival Guest Report and assign the newspaper delivery 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 ni
36、ght shift bellboy. Check vehicle keys and finish the record. Lock all of vehicle keys into concierge 29# safe and pass the safe 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 Checkin
37、g ListOvernight ShiftDate: Time23:00PMSign in, Read & sign logbook. Hand the shift over from concierge afternoon shift supervisor.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 necess
38、ary.3:00AMCheck the Luggage storage and Hold for pick up items and update the record in the computer file. Clean the storage 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 al
39、l the forms at the concierge counter into the file holder accordingly.7:00AMDeliver the Night reports and internal departments 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 STRUC
40、TURE: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 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 Bellbo
41、ys 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
42、五，早班中班各一位。2. Concierge ambassador morning shift 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
43、。3. 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 th
44、e 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。 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 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 a
