深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册(4)

向客人询要联系电话并建议客人我们将在3分钟内与客人确认车辆安排。

●Chief concierge must be informed about the case。

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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

礼宾司必须被通知以上情况。

2. For the guest at Ｓｈａｎｇｈａｉairport, advised the guest we will send a

limousine to pick him up in about 30 minutes. If the guest could not accept, advise the guest to take a taxi from the airport and get the taxi plate number from guest.

For the guest at Hong Kong airport, advise the guest to take the Contracted Bus company or wait for the Contract Hire Car Company for picking up.

如客人在上海机场，我们将建议客人在30分钟左右安排车辆到机场接客人。如客人不接受，建议客人乘出租车并得知客人出租车车牌号。如客人在香港机场，建议客人乘坐香港至酒店协约大巴或等候酒店协约租车公司车辆接送。

3. Chief concierge must be available upon guest‘s arrival at the hotel main entrance

and extend VIP registration

礼宾司必须于酒店大门提前等候客人并按贵宾待遇办理登记手续。

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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

ＤＩＪＯＮ ＨＯＴＥＬ 上海市帝璟丽致大酒店礼宾部

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Objective 目的:

To meet guests satisfaction by providing an efficient an efficient welcome and farewell at the Airport.

在机场为客人提供有效率的欢迎及送行以达客人满意的目的。

Policy 政策：

It is the policy of the ＤＩＪＯＮ ＨＯＴＥＬ Ｓｈａｎｇｈａｉ that every arrival/departure guest who utilizes hotel‘s limous ine service must be handled in an effective and efficient way with minimal hassle.

帝璟丽致大酒店的政策是，应以快速、有效的方式为抵达或离店的客人提供用车服务，并力求为他们提供最大方便。

Procedures 程序：

Arriving Guests —Hotel driver

抵达客人－酒店司机

1. Hotel driver should be at the airport 10 minutes prior guests ‘ flight expected arrival

time. Hotel driver should reconfirm the guest‘s flight information upon arrival at the airport.

酒店司机应当在客人航班预计到达前10分钟前到达机场。司机到达机场后应再次确认客航班信息。

2. Hotel driver will have the arriving guests` names clearly printed on the Welcome

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

Signboard and held in a visible manner for the guests to see at the airport passenger exit.

司机应将到达客人的姓名清楚地贴在欢迎牌上，在醒目位置手举此牌以便客人看见。

3.Upon the guests‘ approach, hotel driver should re-verify the guests` names as the

same ones on the Signboard.

当客人走近时，司机应再次核实客人名字是否与欢迎牌上的名字一致。

4. Guests may approach you because of the ＤＩＪＯＮＨＯＴＥＬＳｈａｎｇｈａ

ｉSign, sell hotel room to guests if possible.

客人可能因为帝璟丽致大酒店的名字而接近你. 尽可能向该客人推销酒店客房.

5. Once you have verified the guests` names are correct. Welcome the guests and

introduce yourself.

在你证实客人名字正确以后,欢迎客人并作自我介绍.

6. Assist the guests with their luggage to where the limousine is parking.

协助客人将他们的行李运至小车的停车处.

7. Open door to car for guests to take seats. Reconfirming the number of guest‘s

luggage after loading luggage.

为客人找开车门以便其上车就座,在装完行李后再次与客人确认行李件数。.

8. Ensure all the guests` bags are loaded in the trunk in a secure manner to prevent

damage of falling out while being transported.

确保已将客人全部行李安全地放小车的行李箱内,以防在行车途中损坏或掉落。

9. Before car departing, hotel driver should call Guest Service center in the hotel and

advise of guests` names and that they just departed from hotel.

在小车离开前,司机应致电客户服务中心并告之客人姓名,以及他们刚刚从机场离开.

10. On departing the airport, the driver should greet the guests and introduce

himself/herself. Then offer hand towel.

当离开机场时，司机应欢迎客人作自我介绍并提供毛巾。

11. Advise guests of how long it will take to get to hotel and offer music list to check if

guests like some music along their trip.

告诉客人到达酒店所需的时间,提供车载音乐单供客人选择。

12. If a guest I sleeping or has his eyes closed, do not wake him to have the conversation.

If the guest seems like he/she does not want to talk, do not disturb the guest.

如果客人正在睡觉或是闭着眼睛，不要叫醒客人进行谈话，如果客人看起来他/她并不想聊天，则不要打扰客人。

13. When arriving at the hotel, assist in unloading the guests` luggage and report to

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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

concierge shift supervisor.

当到达酒店时协助客人卸行李,并告知礼宾部当班主管已接回客人。

Arriving Guests—Bellman

抵达客人——行李员

1. Prior to guests arrival Bellboy should stand by with trolley for limousine arrival.

在客人到达酒店前，行李员应准备行李推车等待车辆的到达。

2. Upon limousine arrival, assist in unloading luggage from Limo on to trolley.

车辆到达后，协助客人将行李从车辆上卸至行李推车上。

3. Bring guests to the VIP check-in counter directly for registration. Bellman should

obtain room numbers from . Lobby GRO

行李员直接将客人带至大堂贵宾接待处并从大堂客户关系主任处获得客人房号。

4. Proceed to guest elevators and to guest rooms.

搭乘客用电梯将客人行李送到客人房间。

5. Wish guests a pleasant stay as departing the room.

当离开客房时祝客人在酒店入住愉快。

Departing Guest with limousine Booking—Concierge

有用车预订的预计离开的客人—礼宾部

1. Any guest‘s transportation request before 10AM, the staff who take the reservation

should confirm with the guest if he need a wake up call in the morning.

任何每日早上10点前的客人用车预订，需询问 …… 此处隐藏：3175字，全部文档内容请下载后查看。喜欢就下载吧 ……