深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册(3)

1. Guest request for hotel limousine service should be handled by reservation first

during the reservation operation hour from 8:30 to 20:30 on week day and 9:00 to17:00 on weekend. Concierge should handle the in-house guest‘s request and t he request which is not in the reservation operation hour.

在酒店预订部运做时间内（周日上午8：30到晚上20：30， 周末早上9：00到下午17：00）,预订部将先处理客人用车服务预订。礼宾部应当处理所有住店客人及酒店预

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

订部运做时间外所有客人用车服务预订。

2. Reservation staffs will obtain full flight arrival details and enter it into the computer

after confirmed with guests.

预订部员工应得到航班具体到达时间资料，在和客人确认预订后将其输入电脑。

3. Reservation should confirm with the concierge shift supervisor for the availiablity of

the special limousine like Benz600 before confirming guest‘s reservation.

特殊车辆预订，如奔驰600。预订部在与客人确认前需和礼宾部主管确认车辆是否能提供。

4. The reservation staff should fill the Transportation Requisition Form properly when

guest‘s request is confirmed and the concierge copy should be forwarded to concierge desk as soon as possible.

预订部员工在确认客人用车预订后应完整填写用车申请表，并尽快将礼宾部联交至礼宾部。

5. One day pri or to guest‘s arrival, reservation afternoon shift supervisor on duty should

print out a limousine reservation summary for next day and reconfirm with the concierge duty supervisor at 19:00 on weekday and 17:00 on weekend.

在客人到达的前一天，预订部中班主管应从电脑中打印出次日客人用车预订总报并与礼宾部当班主管核对次日用车安排。（周日19：00，周末17：00核对）。

6. Concierge afternoon shift supervisor should print out a Cross Border limousine

reservation summary for next day and call the ShunTong Hire Car Company reconfirm with the supplier at 19:00. The supplier should be informed right away for any next day cross border new booking after 19:00.

礼宾部中班主管应打印出次日客人深港用车预订总报并与顺通公司供应商于17：00点核对次日用车安排。任何19：00以后次日客人深港用车新预订，顺通公司供应商应立即被通知到。

7. Every afternoon, the concierge duty supervisor will review all limousine booking for

next day and assign the work to drivers. The supervisor should inform the concerned drvier for overtime work if necessary. The transportation supervisor and chief concierge must be informed if the concierge shift supervisor has problem on driver‘s work assignment.

每天礼宾部中班主管检查第二天车辆预订并根据情况安排司机，并在需要时通知相应司机加班。在司机人手工作分配安排有困难时车队主管及礼宾司必需被通知到。

8. The concierge Morning shift supervisor will complete all same day Transportation

Vouchers and then pass the Transportation Voucher to lobby GRO for guest‘s signature. Upon the guest‘s check-in at hotel the lobby GRO will present the transportation voucher for guest‘s signature. The voucher has 2 copies, one copy will be passed to the Front Desk for posting and the second copy will be attached with

13

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

Transportation Requisition Form and will be forwarded to Night Auditor on daily basis together with the transportation daily sales report.

礼宾部早班主管应准备当日所有车辆收费单并交至大堂客户关系主任处。客人在登记入住时大堂客户关系主任需让客人确认用车费用。此单一式两份，一份交与前台入帐。第二份附上用车申请表并同每日车辆营业报表交与财务部夜审。

The following procedures will apply for hotel to airport transfer:以下程序适用于酒店到机场交通:

1. If a Guest Service Center，GRO or a Front office receives guest‘s re quests for hotel

to airport transfer, either by telephone call or guests personally tell the above colleague. He/she should channel to the concierge before confirming with guests.

如客户服务中心，客户关系主任或前台任何员工接到客人机场送机车辆预订时，不管是客人电话或亲自告知。在与客人确认预订前需将此预订通知礼宾部。

2. The concierge shift supervisor will confirm the limousine availability and record the

requests in the Concierge Daily Transportation Control Sheet.

礼宾部当班主管将确认是否有车并将客人预订记录在每日车辆预订控制表上

3. The concierge shift supervisor will complete the Transportation Vouchers for

si gnature at guest‘s convenience. He may assign bellboy to send the voucher to guest‘s room for signature if necessary The charge could only be posted into guest‘s room bill after getting guest‘s signature.

当班主管将及时填写车辆收费单以便客人签名确认。如需也可安排行李员将车辆收费单送至客人房间签名确认。所有车辆收费单必须在客人签名确认后方可记入客人房费中。

4. All transportation charge should be posted by shift supervisor and the Transportation

Vouchers must reach the Front Desk prior to the guests‘ departure.

所有车辆收费由礼宾部当班主管入帐且收费单必须在客人退房前送到前台。

5. The concierge shift supervisor will assign drivers available at that time for the journey.

礼宾部当班主管将安排司机送客。

Complimentary use of the Limousines免费用车

1. All requests of complimentary use of the limousines must be authorized by the

General Manager first before it was passed to concierge.

所有的免费用车申请在交与礼宾部前必须得到总经理批准！

2. A charge will be made to the requesting department. If it is a late request, the chief

concierge must be contacted together with the authorized In House Transportation Order. Complimentary trip will not be accepted without this procedure be followed.

免费用车所产生费用将记入申请部门，如果用车申请服务较迟，则必须附带酒店内部用车申请表与礼宾司联系。如未经此程序，免费用车要求将不予接受。

14

深圳威尼斯皇冠假日酒店礼宾部新员工入职培训 …… 此处隐藏：4572字，全部文档内容请下载后查看。喜欢就下载吧 ……