香格里拉礼宾部SOP.docx

WUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-OlPAGE1-3TASK1RPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORTS1GNBOARDWLKIETALKERVVHATTODOHOWTODOWHY1. Getreport.2. Uponarrivalairport.3. Beforeflightlanding.4. Uponflightarrival.5. Meettheguest.Everymorningandaftcrnnshiftairportrepresentativeshouldprintarrivalreportinthefideliosystem.Doublecheckwithconciergedailytransportationcontrolsheet.Checkairportlimousinetransferstatus.Uponarrivalonairport,AirportRepresentativeshouldcheckalltheguestflightarrivaltimeaccordingtoarrivalreport.MakesurealltheETAisupdated.Every30minuteschecktheETAandifthereareanychanges,updatethearrivalreportandcallbacktohoteltoinformconciergeondutystaff.Preparesignboardofprintedguestnameandflightdetailsclearly.Ensurethelimousinearrivesattheairport15minutespriortotheflightarrival.Holdthesignboardinfrontofyouateyevisiblelevelandstandinfrontofthearrivalgatetowaitfortheguest.Alwaysmaintainasmileandwhenguestapproachedyou,say4NiNao,Mr.XXX,WelcometoWuhan.Ifmorethanoneguestsay4NiHao,MayIhaveyournameplease.Afterobtainingguestname,mustgreetguestbyname.Getupdatinginformationforpickupguest.Forreferencecheckeveryhotelguestarrivalairport.Avoidmisunderstandingbetweenreservationandtransportation.Doingrightthefirsttimeandeverysingletime.Allguestsarepromptlymetandgreeteduponarrival.Avoidmissedpick-up.ControlofvehicleusageProductivityGuestwillbeabletoseehisnameandwillbemetuponarrival.Avoidairportrepresentativemissingtheguest.Clearvisualandabletoseeallguestscomingoutfromthearrivalhall.GuidingPrinciplecorevalueShowrespect,humilityPREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATEWUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-OlPAGE2-3TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORT/SIGNBOARD/WALKIETALKERVVHATTODOHOWTODOWHY6. Escortingtolimousine.7.7. Requestforshuttleservice8. RequestforTaxiservice“NiHao,welcometoWuhanShangri-Lahotel,Mr./Ms.mairportrepresentativeAdam.”Ifthisguest,snameisontheboard,thensay“Letmehelpyouwithyourluggage,Mr./Ms”InformthelimousinedrivertoapproachtheentrancetopickupguestAccompaniedguesttoentrancedriveway.Duringthewaitingtime,theairportrepresentativeshouldtalkwithguest."Howwastheflight,Mr./Ms”“HaveyoubeentoShanghaibefore,Mr./Ms.”“TheIimousincwillcomeinfiveminutesfromtheparkingarea.”InformtheguestthenearestshuttletimeIfguestwanttowait.Showguesttoairportcounter.Providetoday'snewspaperorsomehotelbrochuretoletguestkilltime.Ifairportrepresentativeisnotbusy,Heshouldtrytotalkwithguest.Accompanyguestouttotaxistation.Callataxiforguest,explainthehoteladdressordirectiontodriver.Issue4TakeMetoHotel'cardtoguest,logdowntaxinumberforrecord.Thenbidfarewelltoguest:"Ihopeyouwillenjoyyourstaywithus,Mr./Ms.”Atthesametime,doublecheckwithguestfornumberofpiecesofluggageShowourwarm&naturecare.DomoreHelpfulShowourwarmcare.AsianHospitalityfromCaringPeople.ShowCareInformguestoftrafficsituationGivetheguestmorechoice.Showthewarm&naturecare.Domorefortheguest.Domorefortheguest.Showourwarm&naturecare.SafetyandSecurityreasonsPREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:SIGNATURE/DATEFrontOfficeManagerDESIGNATION:SIGNATURE/DATEGeneralManagerWUHANSHANGRI-LAHOTELSTANDARDC)PERATIONPROCEDUREDEPARTMENT:FrontOfce(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-OlPAGE33TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORTS1GNBoARD/WALKIETALKERVVHATTODOHOWTODOWHY9. InformHotel10. LogBookTelephonehotelconcicrgcandinformthemtheguestisontheway.Ifguesttakelimousinecar,tellconciergethelimousinecarnumber,guestname,howmanyguestandleaveairporttime.Howmanypiecesofluggage.Ifguesttakehotelshuttlebus,informconciergeguestnameandhowmanypiecesofluggage.Andtotalhowmanyguestsontheshuttlebus.Iftheguesttakethetaxibacktohotel,informconciergethetaxinumber,color,companyname,howmanyguest,guestnameandpiecesofluggage.Airportrepresentativemustmakearecordontheairportlogbook.ConsistencyLethotelfrontdeskstaffbereadytortheguestchickin.HotelDoormanwouldbeabletogreetguestbyname.Delightthecustomer.Preparationtomeetandexpeditethecheck-inprocess.Delightthecustomer.Preparationtomeetandexpeditethecheck-inprocess.Delightthecustomer.Easyforreference.PREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATEWUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-02PAGE1-3TASKizMRPORTLOST&FOUNDSERVICEEQUIPMENTREQUIRED:STAFFI.DCARD/GUESTPASSPORTCOPY/GUESTBOARDINGPASS/A