【正文】 Arriving Guests—Bellman抵達(dá)客人——行李員1. Prior。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.如果客人正在睡覺或是閉著眼睛，不要叫醒客人進(jìn)行談話，如果客人看起來他/她并不想聊天，則不要打擾客人。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.在小車離開前,司機(jī)應(yīng)致電客戶服務(wù)中心并告之客人姓名,以及他們剛剛從機(jī)場離開.10. On departing the airport, the driver should greet the guests and introduce himself/herself. Then offer hand towel.當(dāng)離開機(jī)場時，司機(jī)應(yīng)歡迎客人作自我介紹并提供毛巾。4. Guests may approach you because of the Crowne PlazaＤＩＪＯＮ?。龋希裕牛?ShenZhenＳｈａｎｇｈａｉ Sign, sell hotel room to guests if possible.客人可能因?yàn)樯钲谕崴沟郗Z麗致大酒店的名字而接近你. 盡可能向該客人推銷酒店客房.5. Once you have verified the guests` names are correct. Wele the guests and introduce yourself.在你證實(shí)客人名字正確以后,歡迎客人并作自我介紹.6. Assist the guests with their luggage to where the limousine is parking.協(xié)助客人將他們的行李運(yùn)至小車的停車處.7. Open door to car for guests to take seats. Reconfirming the number of guest’s luggage after loading luggage.為客人找開車門以便其上車就座,在裝完行李后再次與客人確認(rèn)行李件數(shù)。2. Hotel driver will have the arriving guests` names clearly printed on the Wele Signboard and held in a visible manner for the guests to see at the airport passenger exit.司機(jī)應(yīng)將到達(dá)客人的姓名清楚地貼在歡迎牌上，在醒目位置手舉此牌以便客人看見。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(jì)到達(dá)前10分鐘前到達(dá)機(jī)場。 Procedure REF NO.:Rooms/FO EFFECTIVE DATE: May. 01. 2005NO. PAGES: 21 SUBJECT: Picking Up And Sending Off HandlingCOMMUNICATED TO: All Department HeadsPREPARED BY: David YangJue WangAPPROVED BY: FOMObjective目的:To meet guests satisfaction by providing an efficient an efficient wele and farewell at the Airport.在機(jī)場為客人提供有效率的歡迎及送行以達(dá)客人滿意的目的。3. Chief concierge must be available upon guest’s arrival at the hotel main entrance and extend VIP registration禮賓司必須于酒店大門提前等候客人并按貴賓待遇辦理登記手續(xù)。如客人不接受，建議客人乘出租車并得知客人出租車車牌號。禮賓司必須被通知以上情況。l Get the guest’s contact cell phone number, advise the guest we will call back for arrangement within 3 minutes. 向客人詢要聯(lián)系電話并建議客人我們將在3分鐘內(nèi)與客人確認(rèn)車輛安排。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。2. Chief Concierge and Assistant Manager are authorized to approve the normal car upgrade due to unavailability or special request.酒店禮賓司/大堂經(jīng)理有權(quán)根據(jù)車輛安排情況或特殊需要給車輛升級。 Marketing / Director Of Sales, Front Office Manager/AFOM can give 20% off of the rack rate。Transportation Discount車費(fèi)折扣:1. Transportation discount can be given by Chief Concierge / Assistant Manager / Sales Manager with 10% off of the rack rate。如未經(jīng)此程序，免費(fèi)用車要求將不予接受。5. The concierge shift supervisor will assign drivers available at that time for the journey.禮賓部當(dāng)班主管將安排司機(jī)送客。所有車輛收費(fèi)單必須在客人簽名確認(rèn)后方可記入客人房費(fèi)中。2. The concierge shift supervisor will confirm the limousine availability and record the requests in the Concierge Daily Transportation Control Sheet.禮賓部當(dāng)班主管將確認(rèn)是否有車并將客人預(yù)訂記錄在每日車輛預(yù)訂控制表上3. The concierge shift supervisor will plete the Transportation Vouchers for signature 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.當(dāng)班主管將及時填寫車輛收費(fèi)單以便客人簽名確認(rèn)。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:1. 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。此單一式兩份，一份交與前臺入帳。8. The concierge Morning shift supervisor will plete all same day Transportation Vouchers and then pass the Transportation Voucher to lobby GRO for guest’s signature. Upon the guest’s checkin 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 Transportation Requisition Form and will be forwarded to Night Auditor on daily basis together with the transportation daily sales report. 禮賓部早班主管應(yīng)準(zhǔn)備當(dāng)日所有車輛收費(fèi)單并交至大堂客戶關(guān)系主任處。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.每天禮賓部中班主管檢查第二天車輛預(yù)訂并根據(jù)情況安排司機(jī)，并在需要時通知相應(yīng)司機(jī)加班。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. 禮賓部中班主管應(yīng)打印出次日客人深港用車預(yù)訂總報(bào)并與順通公司供應(yīng)商于17：00點(diǎn)核對次日用車安排。5. One day prior 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.在客人到達(dá)的前一天，預(yù)訂部中班主管應(yīng)從電腦中打印出次日客人用車預(yù)訂總報(bào)并與禮賓部當(dāng)班主管核對次日用車安排。預(yù)訂部在與客人確認(rèn)前需和禮賓部主管確認(rèn)車輛是否能提供。2. Reservation staffs will obtain full flight arrival details and enter it into the puter after confirmed with guests.預(yù)訂部員工應(yīng)得到航班具體到達(dá)時間資料，在和客人確認(rèn)預(yù)訂后將其輸入電腦。Procedures程序：When a guest requests limousine service from reservation, the following procedures will apply