深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册

深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册

ＤＩＪＯＮＨＯＴＥＬ上海市帝璟丽致大酒店礼宾部

JOB DESCRIPTION

工作职责描述

Job Title : Concierge Supervisor

职位：礼宾部主管

LOCATION: DIJON HOTEL SHANGHAI

工作场所：帝璟丽致大酒店

Department : Front Office

部门：前厅部

Responsible to : Chief Concierge

有责任于：前厅部经理

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 Ｓｈａｎｇｈａｉairport. Difference flight

1

深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册

ＤＩＪＯＮＨＯＴＥＬ上海市帝璟丽致大酒店礼宾部

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。我们知道在上海机场有两个侯机楼，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。

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 they go to Ferry. There are two Ferries in Ｓｈａｎｇｈａｉ, one is She Kou Ferry which is popular one. Another is Fu Yong Ferry that is closer to Ｓｈａｎｇｈａｉairport. 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部放好矿泉水，毛巾和报纸。在上海有两个码头，一个是蛇口码头。另外一个是福永码头很靠近上海机场。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 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 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 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 attendance of shift.

查看当班员工仪容及出勤。

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深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册

ＤＩＪＯＮＨＯＴＥＬ上海市帝璟丽致大酒店礼宾部

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 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 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 bellboy’s 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 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 a …… 此处隐藏：4121字，全部文档内容请下载后查看。喜欢就下载吧 ……