【正文】 Concierge Dear team member,Firstly, a very warm wele 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 mitted to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.真誠歡迎您加入深圳威尼斯皇冠假日酒店，成為酒店前廳部的成員。你們積極的工作態(tài)度，創(chuàng)造性的思維及細(xì)致周到的服務(wù)，將是我們?nèi)〉贸晒Φ年P(guān)鍵因素。我們激勵員工通過不斷的學(xué)習(xí)和培訓(xùn)，來豐富專業(yè)知識，改善服務(wù)技巧，提高勞動生產(chǎn)力，最終取得整體前廳部的成功。I wish you a pleasant and fruitful working experience at Front Office Department.祝愿您在這個團(tuán)隊里工作愉快，并獲得寶貴的工作經(jīng)歷。Yours truly,此致TABLE OF CONTENTSPart OnePart 1216。Wele Letter From Director of Rooms Page 02216。Departmental Organization Chart Page 04Part 2216。 Job description Page05216。 Check List Page08Part 3216。 Standard Operating ProceduresConciergel Transportation Check List Page 16l Airport Pick up and send off handling Page 21l Room Changing Page 26l Check In and Check Out Luggage Procedure Page 28l Luggage Room and Storage Procedure Page 33l Newspaper Delivery Page 36l Guest’s Mail Parcel amp。 Package Page 39l Stacking of Luggage On Cart Page 41l Group Luggage Handling Page 43l Hold For Pick Up Page 45l Paging Service Page 47Transportationl Transportation Check List Page 16l Airport Pick up and send off handling Page 21l Driver’s Rule Page 49l Driver’s Expenses Page 52l Vehicle Mileage Page 53l Vehicle Maintenance Page 54Part 4216。 Acknowledgement letter by employee Page 57FRONT OFFICE ORGANIZATION CHARTJOB DESCRIPTION工作職責(zé)描述Job Title : Concierge Supervisor職位： 禮賓部主管LOCATION: CROWNE PLAZA SHENZHENDIJON HOTEL SHANGHAI工作場所： 深圳威尼斯皇冠假日酒店帝璟麗致大酒店Department : Front Office部門： 房務(wù)部/前廳部Responsible to : Chief Concierge有責(zé)任于： 禮賓部經(jīng)理前廳部經(jīng)理Responsible for : 負(fù)責(zé)： Bell Boy行李員 Door girl 門童Job Summary : To ensure the smooth operation of the Concierge daily operation ,Bell Service transportation ,ensuring maximum guest satisfaction. 確保禮賓部每天正常運做，行李及車輛服務(wù)順暢運作，保障客人最大滿意服務(wù)。MAIN DUTIES PERSONNEL主要職責(zé)：1. Read the concierge shift LogBook, check if some things which last shift left need to be follow up.查看禮賓部交班本，查看上一個班有沒留下需要跟進(jìn)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 ShenZhenＳｈａｎｇｈａｉ airport. Difference flight 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. 檢查車輛日常安排本，如果有客人預(yù)定接機(jī)或送機(jī)服務(wù)，我們要確保在接機(jī)或送機(jī)之前在酒店車輛內(nèi)部放好礦泉水，酒店毛巾，和報紙。確認(rèn)客人的姓名（包括性別）在接機(jī)紙上是否正確。除此之外還要注意確認(rèn)清楚航班信息，一定要熟悉機(jī)場情況。我們知道在深圳上海機(jī)場有兩個侯機(jī)樓，不同的航班號碼在不同的侯機(jī)樓登機(jī)和離開。備注：特別是送機(jī)服務(wù)，我們要從客人或經(jīng)理那里知道確切的航班信息，特別是外國客人我們要把正確信息告訴我們的司機(jī)。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 ShenZhenＳｈａｎｇｈａｉ, one is She Kou Ferry which is popular one. Another is Fu Yong Ferry that is closer to ShenZhenＳｈａｎｇｈａｉ airport. REMEMBER: we must get the clear information from the requester and share the information with driver.檢查每天車輛安排本，如果有客人預(yù)定的碼頭接送服務(wù)，我們要在酒店車輛離開酒店之前在基點車輛內(nèi)部放好礦泉水，毛巾和報紙。在深圳上海有兩個碼頭，一個是蛇口碼頭。另外一個是福永碼頭很靠近深圳上海機(jī)場。備注：我們要給酒店司機(jī)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.確保所有的用車已經(jīng)安排好，并準(zhǔn)備好把車輛費用入到客人的房費里并做好記錄。5. Check the luggage storage room, reconfirm luggage amount according to storage control sheet,檢查禮賓部行李房，再次確認(rèn)行李數(shù)量依照行李寄存控制表。6. Check the daily arrival list and departure list.檢查每天住房和退房登記。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查看每天貴賓到達(dá)，離開和在店情況，查看長住客人情況依照每天實際報表，確保每個貴賓和長住客依照國籍或客史/習(xí)慣收到相應(yīng)的報紙。8. Check the daily function report, make sure all of concierge staff know the details meeting venue.查看每天會議報表，確保所有禮賓部行李員知道詳細(xì)的會議地點。9. Check the staff’ appearance and the attendance of shift.查看當(dāng)班員工儀容及出勤。10. Check the cleanliness of all the luggage trolley, check the umbrella par stock, check wheel chair’ status.檢查所有的行李車是否干凈，檢查雨傘的數(shù)量和輪椅的情況。11. Check the cleanliness and tidiness of luggage storage room and concierge service counter.檢查行李房和禮賓部柜臺是否干凈整潔。12. Check the cleanliness of the hotel main entrance, check the cleanliness of hotel vehicle, inside and outside, smell fresh inside.檢查酒店大門口是否干凈，檢查所有酒店車輛外面和里面是否干凈，氣味是否新鮮。13. Check the stationary. Check concierge operation forms.查看禮賓部日常運做表。14. Check and make sure staff know all the memo and information, push staff to read concierge logbook.檢查并確保所有的員工知道備忘錄的信息，監(jiān)督員工看禮賓部交接班本。15. Check and make sure all the message, fax, and internal informatio