香格里拉礼宾部SOP.docx

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1、WUHANSHANGRI-1AHOTE1STANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTIT1E:GuestServiceAssociate(Concierge)TASKNO:CON-O1PAGE1-3TASK1RPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVA1REPORTS1GNBOARDW1KIETA1KERVVHATTODOHOWTODOWHY1. Getreport.2. Uponarriva1airport.3. Beforef1ight1anding.4. Uponf1

2、ightarriva1.5. Meettheguest.Everymorningandaftcrnnshiftairportrepresentativeshou1dprintarriva1reportinthefide1iosystem.Doub1echeckwithconciergedai1ytransportationcontro1sheet.Checkairport1imousinetransferstatus.Uponarriva1onairport,AirportRepresentativeshou1dchecka11theguestf1ightarriva1timeaccordin

3、gtoarriva1report.Makesurea11theETAisupdated.Every30minuteschecktheETAandifthereareanychanges,updatethearriva1reportandca11backtohote1toinformconciergeondutystaff.Preparesignboardofprintedguestnameandf1ightdetai1sc1ear1y.Ensurethe1imousinearrivesattheairport15minutespriortothef1ightarriva1.Ho1dthesig

4、nboardinfrontofyouateyevisib1e1eve1andstandinfrontofthearriva1gatetowaitfortheguest.A1waysmaintainasmi1eandwhenguestapproachedyou,say4NiNao,Mr.XXX,We1cometoWuhan.Ifmorethanoneguestsay4NiHao,MayIhaveyournamep1ease.Afterobtainingguestname,mustgreetguestbyname.Getupdatinginformationforpickupguest.Forre

5、ferencecheckeveryhote1guestarriva1airport.Avoidmisunderstandingbetweenreservationandtransportation.Doingrightthefirsttimeandeverysing1etime.A11guestsareprompt1ymetandgreeteduponarriva1.Avoidmissedpick-up.Contro1ofvehic1eusageProductivityGuestwi11beab1etoseehisnameandwi11bemetuponarriva1.Avoidairport

6、representativemissingtheguest.C1earvisua1andab1etoseea11guestscomingoutfromthearriva1ha11.GuidingPrincip1ecoreva1ueShowrespect,humi1ityPREPAREDBY:RichardRosarioAPPROVEDBY:Mr.Gi1bertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:Genera1ManagerSIGNATURE/DATEWUHANSHANGRI-1AHOTE1STANDARDOPE

7、RATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTIT1E:GuestServiceAssociate(Concierge)TASKNO:CON-O1PAGE2-3TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVA1REPORT/SIGNBOARD/WA1KIETA1KERVVHATTODOHOWTODOWHY7. Escortingto1imousine.8. Requestforshutt1eservice9. RequestforTaxiservice“NiHao,we1cometoWu

8、hanShangri-1ahote1,Mr./Ms.mairportrepresentativeAdam.”Ifthisguest,snameisontheboard,thensay“1etmehe1pyouwithyour1uggage,Mr./Ms”Informthe1imousinedrivertoapproachtheentrancetopickupguestAccompaniedguesttoentrancedriveway.Duringthewaitingtime,theairportrepresentativeshou1dta1kwithguest.Howwasthef1ight

9、,Mr./Ms”“HaveyoubeentoShanghaibefore,Mr./Ms.”“TheIimousincwi11comeinfiveminutesfromtheparkingarea.”Informtheguestthenearestshutt1etimeIfguestwanttowait.Showguesttoairportcounter.Providetodaysnewspaperorsomehote1brochureto1etguestki11time.Ifairportrepresentativeisnotbusy,Heshou1dtrytota1kwithguest.Ac

10、companyguestouttotaxistation.Ca11ataxiforguest,exp1ainthehote1addressordirectiontodriver.Issue4TakeMetoHote1cardtoguest,1ogdowntaxinumberforrecord.Thenbidfarewe11toguest:Ihopeyouwi11enjoyyourstaywithus,Mr./Ms.”Atthesametime,doub1echeckwithguestfornumberofpiecesof1uggageShowourwarm&naturecare.DomoreH

11、e1pfu1Showourwarmcare.AsianHospita1ityfromCaringPeop1e.ShowCareInformguestoftrafficsituationGivetheguestmorechoice.Showthewarm&naturecare.Domorefortheguest.Domorefortheguest.Showourwarm&naturecare.SafetyandSecurityreasonsPREPAREDBY:RichardRosarioAPPROVEDBY:Mr.Gi1bertJungDESIGNATION:SIGNATURE/DATEFro

12、ntOfficeManagerDESIGNATION:SIGNATURE/DATEGenera1ManagerWUHANSHANGRI-1AHOTE1STANDARDC)PERATIONPROCEDUREDEPARTMENT:FrontOfce(Concierge)JOBTIT1E:GuestServiceAssociate(Concierge)TASKNO:CON-O1PAGE33TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVA1REPORTS1GNBoARD/WA1KIETA1KERVVHATTODOHOWTODOWHY9. InformH

13、ote110. 1ogBookTe1ephonehote1concicrgcandinformthemtheguestisontheway.Ifguesttake1imousinecar,te11conciergethe1imousinecarnumber,guestname,howmanyguestand1eaveairporttime.Howmanypiecesof1uggage.Ifguesttakehote1shutt1ebus,informconciergeguestnameandhowmanypiecesof1uggage.Andtota1howmanyguestsontheshu

14、tt1ebus.Iftheguesttakethetaxibacktohote1,informconciergethetaxinumber,co1or,companyname,howmanyguest,guestnameandpiecesof1uggage.Airportrepresentativemustmakearecordontheairport1ogbook.Consistency1ethote1frontdeskstaffbereadytortheguestchickin.Hote1Doormanwou1dbeab1etogreetguestbyname.De1ightthecust

15、omer.Preparationtomeetandexpeditethecheck-inprocess.De1ightthecustomer.Preparationtomeetandexpeditethecheck-inprocess.De1ightthecustomer.Easyforreference.PREPAREDBY:RichardRosarioAPPROVEDBY:Mr.Gi1bertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:Genera1ManagerSIGNATURE/DATEWUHANSHANGRI-1AHOTE1STANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTIT1E:GuestServiceAssociate(Concierge)TASKNO:CON-02PAGE1-3TASKizMRPORT1OST&FOUNDSERVICEEQUIPMENTREQUIRED:STAFFI.DCARD/GUESTPASSPORTCOPY/GUESTBOARDINGPASS/AIRPO