深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册.docVIP

JOB DESCRIPTION 工作职责描述 Job Title : Concierge Supervisor 职位： 礼宾部主管 LOCATION: DIJON HOTEL SHANGHAI 工作场所： 帝璟丽致大酒店 Department : Front Office 部门： 前厅部 Responsible to : Chief Concierge 有责任于： 前厅部经理 Responsible for : 负责： Bell Boy 行李员 Door girl 门童 Job Summary : To ensure the smooth operation of the Concierge daily operation ,Bell Service transportation ,ensuring maximum guest satisfaction. 确保礼宾部每天正常运做，行李及车辆服务顺畅运作，保障客人最大满意服务。 MAIN DUTIES PERSONNEL主要职责： Read the concierge shift Log-Book, check if some things which last shift left need to be follow up. 查看礼宾部交班本，查看上一个班有没留下需要跟进的事情。 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 Ｓｈａｎｇｈａｉ 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. 检查车辆日常安排本，如果有客人预定接机或送机服务，我们要确保在接机或送机之前 在酒店车辆内部放好矿泉水，酒店毛巾，和报纸。确认客人的姓名（包括性别）在接机纸上是否正确。除此之外还要注意确认清楚航班信息，一定要熟悉机场情况。我们知道在上海机场有两个侯机楼，不同的航班号码在不同的侯机楼登机和离开。备注：特别是 送机服务，我们要从客人或经理那里知道确切的航班信息，特别是外国客人我们要把正确信息告诉我们的司机。 Check the transportation daily arrangement notice book, if guest books Ferry 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 Ferry. There are two Ferries in Ｓｈａｎｇｈａｉ, one is She Kou Ferry which is popular one. Another is Fu Yong Ferry that is close to Ｓｈａｎｇｈａｉ a