【正文】 .8. Ensure all the guests` bags are loaded in the trunk in a secure manner to prevent damage of falling out while being transported.確保已將客人全部行李安全地放小車的行李箱內(nèi),以防在行車途中損壞或掉落。4. Hotel internal staff is entitled to have 30% off of the rack rate according to availability. Advance booking with department head approval is requested for the employee rate. 酒店員工可根據(jù)酒店車輛安排情況享受全價七折優(yōu)惠，員工價必須提前預(yù)定并經(jīng)部門總監(jiān)同意后方可。The following procedures will apply for hotel to airport transfer:以下程序適用于酒店到機(jī)場交通:2. If a Guest Service Center， GRO or a Front office receives guest’s requests 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.如客戶服務(wù)中心，客戶關(guān)系主任或前臺任何員工接到客人機(jī)場送機(jī)車輛預(yù)訂時，不管是客人電話或親自告知。Procedures程序：When a guest requests limousine service from reservation, the following procedures will apply:當(dāng)客人要求預(yù)訂部安排用車服務(wù)時，應(yīng)遵循以下操作程序：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 inhouse guest’s request and the request which is not in the reservation operation hour.在酒店預(yù)訂部運(yùn)做時間內(nèi)（周日上午8：30到晚上20：30， 周末早上9：00到下午17：00）,預(yù)訂部將先處理客人用車服務(wù)預(yù)訂。8 Summon hotel’s Taxi cabs for guest and patrons幫助客人召喚出租車。 5. All of letters should be sent out at 14:00PM daily by morning shift concierge ambassador and shift supervisor must be informed for any unclaimed letters.禮賓大使必須于每日14：00PM清空酒店所有信件，任何未知信件必須通知當(dāng)班主管處理。 stationary, keep service counter clean amp。9. Check the staff’ appearance and the attendance of shift.查看當(dāng)班員工儀容及出勤。 Package Page 398 Stacking of Luggage On Cart Page 419 Group Luggage Handling Page 4310 Hold For Pick Up Page 4511 Paging Service Page 47Transportation12 Transportation Check List Page 1613 Airport Pick up and send off handling Page 2114 Driver’s Rule Page 4915 Driver’s Expenses Page 5216 Vehicle Mileage Page 5317 Vehicle Maintenance Page 54Part 4? 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 SHENZHEN工作場所： 深圳威尼斯皇冠假日酒店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(yùn)做，行李及車輛服務(wù)順暢運(yùn)作，保障客人最大滿意服務(wù)。我們知道在深圳機(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。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。 follow up daily transportation arrangement:Reconfirm the transportation arrangement and find out the items which need to follow up.16:00PMAssign the luggage ,message. Fax, forms delivery work. Monitor bellboy’s movement.18:00PmReconfirm the tomorrow’s transportation reservation.20:00PMCheck tomorrow’s transportation arrangement and call the concerned driver for overtime work if necessary. Put all of the requested information into the Lanmark system accordingly. 22:00PMPrint out the Actual Arrival Guest Report and assign the newspaper delivery work among the bellboys. 22:30PMReconfirm if all the transportation was charged accordingly and submit the Transportation Daily Sales Report. 23:00PMShift handed over to night shift bellboy. Check vehicle keys and finish the record. Lock all of vehicle keys into concierge 29 safe and pass the safe key to Night Shift AM. 23:05PMPass 10 pieces of Chinese and English newspaper to reception counter for those late check in guests’ needs.Crowne Plaza ShenzhenBellboy Checking ListOvernight ShiftDate: Time23:00PMSign in, Read amp。10. The afternoon shift concierge ambassador at each month end must clean all of file holder at file area and pass it to shift supervisor for storage. 每月底中班禮賓大使必須清理禮賓文件檔案并交與主管庫存。13 Prepare and renew newspaper and mineral water for hotel vehicle before leaving hotel.在酒店車輛出發(fā)前準(zhǔn)備礦泉水及更新報紙。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.預(yù)訂部員工在確認(rèn)客人用車預(yù)訂后應(yīng)完整填寫用車申請表，并盡快將禮賓部聯(lián)交至禮賓部。5. All transportation charge should be posted by shift supervisor and the Transportation Vouchers must reach the Front Desk prior to the guests’ departure.所有車輛收費(fèi)由禮賓部當(dāng)班主管入帳且收費(fèi)單必須在客人退房前送到前臺。2. For the guest at ShenZhen airport, 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 pany or wait for the Contract Hire Car Company for picking up.如客人在深圳機(jī)場，我們將建議客人在30分鐘左右安排車輛到機(jī)場接客人。Arriving Guests—Bellman抵達(dá)客人——行李員1. Prior to guests arrival Bellboy should stand by with trolley for limousine arrival.在客人到達(dá)酒店前，行李員應(yīng)準(zhǔn)備行李推車等待車輛的到達(dá)。Procedures程序：Arriving Guests—Hotel driver抵達(dá)客人－酒店司機(jī)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.酒店司機(jī)應(yīng)當(dāng)在客人航班預(yù)計到達(dá)前10分鐘前到達(dá)機(jī)場。 and Director Of Sales amp。在司機(jī)人手工作分配安排有困難時車隊主管及禮賓司必需被通知到。19 To carry out any other duties as instructed by senior member of staff完成上級交付的其他職責(zé)或任務(wù)。3 Assist guest and patrons by un