【正文】 pleasant and fruitful working experience at Front Office Department.祝愿您在這個(gè)團(tuán)隊(duì)里工作愉快，并獲得寶貴的工作經(jīng)歷。Wele Letter From Director of Rooms Page 02216。 Job description Page05216。 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。 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(chǎng)所： 深圳威尼斯皇冠假日酒店帝璟麗致大酒店Department : Front Office部門(mén)： 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(mén)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(chē)輛服務(wù)順暢運(yùn)作，保障客人最大滿(mǎn)意服務(wù)。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(chē)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(chē)輛內(nèi)部放好礦泉水，酒店毛巾，和報(bào)紙。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(chǎng)情況。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(guó)客人我們要把正確信息告訴我們的司機(jī)。在深圳上海有兩個(gè)碼頭，一個(gè)是蛇口碼頭。備注：我們要給酒店司機(jī)清楚的信息。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。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(kāi)和在店情況，查看長(zhǎng)住客人情況依照每天實(shí)際報(bào)表，確保每個(gè)貴賓和長(zhǎng)住客依照國(guó)籍或客史/習(xí)慣收到相應(yīng)的報(bào)紙。9. Check the staff’ appearance and the attendance of shift.查看當(dāng)班員工儀容及出勤。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(tái)是否干凈整潔。13. Check the stationary. Check concierge operation forms.查看禮賓部日常運(yùn)做表。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(nèi)部的資料傳遞情況并做好記錄。18. Check and make sure all the luggage (FIT, group) was delivered to guest room in proper way.檢查并確保所有客人的行李（散客，團(tuán)隊(duì)）遞送到客人房間并做好相應(yīng)的記錄。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(dāng)班員工在接聽(tīng)電話時(shí)正確的方式，女門(mén)童門(mén)童和行李員當(dāng)班時(shí)是否任何時(shí)候?qū)腿撕途频杲?jīng)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(dāng)班時(shí)的事情需要跟進(jìn)時(shí)要在交班記錄本上記錄。Concierge Supervisor Checking ListMorning ShiftDate: TimeBefore proceeding with the checking list, Remember to check yourself before you check on others.TimeLocation/SectionRemarksAction7:00AM1. Signing in and attending the Night Manager Briefing.2. Read amp。 follow up daily transportation arrangement:Ask receptionist to print daily trace report。 stationary, keep service counter clean 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。 tidy. Make sure there are enough stock at the counter such as Luggage tag, Luggage claim, Drive me to card, stationary.5. Check Luggage trolley, main entrance status.15:30PM. Check amp。 sign logbook. Hand the shift over from concierge afternoon shift supervisor.23:30PMCheck equipment amp。跟進(jìn)部門(mén)存貨及客人轉(zhuǎn)交物品。PRIMARY RESPONSIBILITIES:基本工作職責(zé):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。任何原因晚送相關(guān)部門(mén)必須由禮賓大使通知到。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(tuán)領(lǐng)導(dǎo)洗衣并通知相應(yīng)司機(jī)領(lǐng)取。 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。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(kù)存及文具并于16：00將申請(qǐng)表交與禮賓部經(jīng)理批準(zhǔn)。9. Every shift concierge ambassador must clean the same day hold for pick up item and report to shift supervisor at each shift end.每日當(dāng)班禮賓大使必須清點(diǎn)當(dāng)日客人物品轉(zhuǎn)交并于下班前向當(dāng)班主管匯報(bào)。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(shí)必須協(xié)助行李員開(kāi)關(guān)酒店大門(mén)。JOB DESCRIPTION工作職責(zé)描述JOB TITLE: DOORGIRLDOORMAN職位： 女門(mén)童門(mén)童LOCATION: CROWNE PLAZAＤＩＪＯＮ　ＨＯＴＥＬ SHENZHENＳＨＡＮＧＨＡＩ工作場(chǎng)所： 深圳威尼斯帝璟麗致大皇冠假日酒店DEPARTMENT: R