【正文】 13. When arriving at the hotel, assist in unloading the guests` luggage and report to concierge shift supervisor.當?shù)竭_酒店時協(xié)助客人卸行李,并告知禮賓部當班主管已接回客人。.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,以防在行車途中損壞或掉落。司機到達機場后應再次確認客航班信息。 Policy amp。2. For the guest at ShenZhenＳｈａｎｇｈａｉ 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.如客人在深圳上海機場，我們將建議客人在30分鐘左右安排車輛到機場接客人。Limousine unavailable at airport機場無車1. If a guest has booked a limousine and for some reason the limousine is not at airport on guest arrival the following procedure applies:如果由于某種原因，客人訂的車輛未能在客人要求接機的時間到達機場時，需采用以下程序：l Must apologized for the inconvenience caused to guest.必須為導致客人不便道歉。 above that, it must be approved by General Manager/Deputy General Manager, and EAM IC Rooms. 酒店禮賓司/大堂經理/銷售部經理可給予酒店車價全價九折優(yōu)惠，市場盈銷總監(jiān)/銷售總監(jiān)/前廳部經理/前廳部副經理可給予酒店車價全價八折優(yōu)惠，超過以上優(yōu)惠折扣需經過總經理/副總經理/房屋總監(jiān)批準同意。3. The In House Transportation will be recorded on a daily basis by chief concierge and it will be sent to Chief Account and Cost Control Manager at the end of month to be tallied against the charges the plimentary trip made.禮賓司將每日酒店內部免費記錄在案，并根據(jù)實際產生費用在月底時將實際費用總表交與財務經理和成本控制經理。4. All transportation charge should be posted by shift supervisor and the Transportation Vouchers must reach the Front Desk prior to the guests’ departure.所有車輛收費由禮賓部當班主管入帳且收費單必須在客人退房前送到前臺。在與客人確認預訂前需將此預訂通知禮賓部?？腿嗽诘怯浫胱r大堂客戶關系主任需讓客人確認用車費用。任何19：00以后次日客人深港用車新預訂，順通公司供應商應立即被通知到。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.預訂部員工在確認客人用車預訂后應完整填寫用車申請表，并盡快將禮賓部聯(lián)交至禮賓部。禮賓部應當處理所有住店客人及酒店預訂部運做時間外所有客人用車服務預訂。 Procedure REF NO.:Rooms/FO EFFECTIVE DATE: May. 01. 2005NO. PAGES: 16 SUBJECT: Transportation Check listCOMMUNICATED TO: All Department HeadsPREPARED BY: David YangJue WangAPPROVED BY: FOMObjective目的:This policy amp。l To adhere the policies, procedure and rules outline in the Employee handbook堅持遵照執(zhí)行員工手冊上羅列的規(guī)章制度。l Reconfirm all of shuttle bus guest’s reservation with Concierge and Business Center before the bus leaves hotel.在酒店穿梭大巴離開酒店前再次與禮賓部或商務中心確認客人預訂。l Refrain from any personnel conversation at main entrance with bellboys or other employees禁止在酒店大門口與行李生或者其他酒店員工聊天。l Ensure that the Door girl’s station and front of the hotel are clear anytime確保任何時候女門童門童工作區(qū)域及大門口都保持清潔。l Provide courteous service to guest and respond promptly and tactfully to guests plaints, requests and inquiries對于客人的投訴，要求，質詢迅速作出回應，提供禮貌的服務。11. Concierge ambassador should coordinate with Bellboys in the opening and closing hotel door when he is not busy. 禮賓大使在不忙時必須協(xié)助行李員開關酒店大門。7. Concierge ambassador afternoon shift on every Wed. must check the section inventory and stationary then raise the request to Chief Concierge before 16:00 for approval.每星期三中班禮賓大使必須檢查禮賓部物品庫存及文具并于16：00將申請表交與禮賓部經理批準。4. Concierge ambassador morning shift should check all of OCT leader laundry and call the concerned driver to pick it up at 11:00AM. He must ensure the proper record is maintained. 早班禮賓大使必須于每日11：00AM檢查集團領導洗衣并通知相應司機領取。PRIMARY RESPONSIBILITIES:基本工作職責:1. Concierge ambassador is only available from Monday to Friday for concierge morning and afternoon shift.禮賓大使工作日程為周一至周五，早班中班各一位。 sign logbook. Hand the shift over from concierge afternoon shift supervisor.23:30PMCheck equipment amp。 sign logbook.3. Hand over the Concierge cash float, Concierge Keys, Hotel vehicle keys status, Walkie Talkie /battery and park tickets according to the Shift Hand Over list4. Check equipment amp。 follow up daily transportation arrangement:Ask receptionist to print daily trace report。20. Check and make sure all staff on duty answering the telephone in proper way, the door girl and bellboy on duty greeting and smiling to guest and hotel management anytime.檢查并確保所有的當班員工在接聽電話時正確的方式，女門童門童和行李員當班時是否任何時候對客人和酒店經理們打招呼并微笑21. Check and make sure every case happened on your shift were followed up in proper way and record on the logbook. 檢查并確保每一件發(fā)生在當班時的事情需要跟進時要在交班記錄本上記錄。15. Check and make sure all the message, fax, and internal information were delivered and recorded in proper way.檢查并確保所有留言傳真和內部的資料傳遞情況并做好記錄。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。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，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/習慣收到相應的報紙。備注：我們要給酒店司機清楚的信息。備注：特別是送機服務，我們要從客人或經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。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