香格里拉礼宾部SOP.docx

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1、WUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-OlPAGE1-3TASK1RPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORTS1GNBOARDWLKIETALKERVVHATTODOHOWTODOWHY1. Getreport.2. Uponarrivalairport.3. Beforeflightlanding.4. Uponfl

2、ightarrival.5. Meettheguest.Everymorningandaftcrnnshiftairportrepresentativeshouldprintarrivalreportinthefideliosystem.Doublecheckwithconciergedailytransportationcontrolsheet.Checkairportlimousinetransferstatus.Uponarrivalonairport,AirportRepresentativeshouldcheckalltheguestflightarrivaltimeaccordin

3、gtoarrivalreport.MakesurealltheETAisupdated.Every30minuteschecktheETAandifthereareanychanges,updatethearrivalreportandcallbacktohoteltoinformconciergeondutystaff.Preparesignboardofprintedguestnameandflightdetailsclearly.Ensurethelimousinearrivesattheairport15minutespriortotheflightarrival.Holdthesig

4、nboardinfrontofyouateyevisiblelevelandstandinfrontofthearrivalgatetowaitfortheguest.Alwaysmaintainasmileandwhenguestapproachedyou,say4NiNao,Mr.XXX,WelcometoWuhan.Ifmorethanoneguestsay4NiHao,MayIhaveyournameplease.Afterobtainingguestname,mustgreetguestbyname.Getupdatinginformationforpickupguest.Forre

5、ferencecheckeveryhotelguestarrivalairport.Avoidmisunderstandingbetweenreservationandtransportation.Doingrightthefirsttimeandeverysingletime.Allguestsarepromptlymetandgreeteduponarrival.Avoidmissedpick-up.ControlofvehicleusageProductivityGuestwillbeabletoseehisnameandwillbemetuponarrival.Avoidairport

6、representativemissingtheguest.Clearvisualandabletoseeallguestscomingoutfromthearrivalhall.GuidingPrinciplecorevalueShowrespect,humilityPREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATEWUHANSHANGRI-LAHOTELSTANDARDOPE

7、RATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-OlPAGE2-3TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORT/SIGNBOARD/WALKIETALKERVVHATTODOHOWTODOWHY6. Escortingtolimousine.7.7. Requestforshuttleservice8. RequestforTaxiservice“NiHao,welcometo

8、WuhanShangri-Lahotel,Mr./Ms.mairportrepresentativeAdam.”Ifthisguest,snameisontheboard,thensay“Letmehelpyouwithyourluggage,Mr./Ms”InformthelimousinedrivertoapproachtheentrancetopickupguestAccompaniedguesttoentrancedriveway.Duringthewaitingtime,theairportrepresentativeshouldtalkwithguest.Howwastheflig

9、ht,Mr./Ms”“HaveyoubeentoShanghaibefore,Mr./Ms.”“TheIimousincwillcomeinfiveminutesfromtheparkingarea.”InformtheguestthenearestshuttletimeIfguestwanttowait.Showguesttoairportcounter.Providetodaysnewspaperorsomehotelbrochuretoletguestkilltime.Ifairportrepresentativeisnotbusy,Heshouldtrytotalkwithguest.

10、Accompanyguestouttotaxistation.Callataxiforguest,explainthehoteladdressordirectiontodriver.Issue4TakeMetoHotelcardtoguest,logdowntaxinumberforrecord.Thenbidfarewelltoguest:Ihopeyouwillenjoyyourstaywithus,Mr./Ms.”Atthesametime,doublecheckwithguestfornumberofpiecesofluggageShowourwarm&naturecare.Domor

11、eHelpfulShowourwarmcare.AsianHospitalityfromCaringPeople.ShowCareInformguestoftrafficsituationGivetheguestmorechoice.Showthewarm&naturecare.Domorefortheguest.Domorefortheguest.Showourwarm&naturecare.SafetyandSecurityreasonsPREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:SIGNATURE/DATEF

12、rontOfficeManagerDESIGNATION:SIGNATURE/DATEGeneralManagerWUHANSHANGRI-LAHOTELSTANDARDC)PERATIONPROCEDUREDEPARTMENT:FrontOfce(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-OlPAGE33TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORTS1GNBoARD/WALKIETALKERVVHATTODOHOWTODOWHY9. Infor

13、mHotel10. LogBookTelephonehotelconcicrgcandinformthemtheguestisontheway.Ifguesttakelimousinecar,tellconciergethelimousinecarnumber,guestname,howmanyguestandleaveairporttime.Howmanypiecesofluggage.Ifguesttakehotelshuttlebus,informconciergeguestnameandhowmanypiecesofluggage.Andtotalhowmanyguestsonthes

14、huttlebus.Iftheguesttakethetaxibacktohotel,informconciergethetaxinumber,color,companyname,howmanyguest,guestnameandpiecesofluggage.Airportrepresentativemustmakearecordontheairportlogbook.ConsistencyLethotelfrontdeskstaffbereadytortheguestchickin.HotelDoormanwouldbeabletogreetguestbyname.Delightthecu

15、stomer.Preparationtomeetandexpeditethecheck-inprocess.Delightthecustomer.Preparationtomeetandexpeditethecheck-inprocess.Delightthecustomer.Easyforreference.PREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATEWUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-02PAGE1-3TASKizMRPORTLOST&FOUNDSERVICEEQUIPMENTREQUIRED:STAFFI.DCARD/GUESTPASSPORTCOPY/GUESTBOARDINGPASS/A