con-14 group luggage check in(团队入住行李处理程序).doc

标准操作程序 Standard Operating Procedure 公司名称： XX酒店管理公司 Company : XX Hotel Management Limited 编号： Reference No. 部门： 前厅部— Department: Front Office Department—Concierge 日期 Date 月 标题： Title: Group Luggage Check In 页 Page 第 页 共 页Page 1 Of 1 Why is this task important for you and our guests? 为什么这个任务对你和你的客人非常重要？Answers回 答: We must provide a prompt and accurate luggage service to our guests. 我们必须给客人提供及时，准确地行李服务。 Safety is one of the most important issues to our guests; we must make sure guests’ luggage’s safety. 对客人来说安全至关重要，我们必须保证客人行李的安全。 Increase guest satisfaction. 提升客人的满意度。 Demonstrate my professionalism. 展示我们的专业水准。 WHAT / STEPS 工作步骤 HOW/ STANDARDS 怎么做/工作标准 T提 问 1) Group arrival 团队到达 When group arrives at the hotel, the Doorman should direct the coach to the side entrance so that it does not block the main entrance. 当团队达到时，门童应立即引导大巴去侧门以避免酒店正门被堵塞。 Doorman will greet guests and escort them to the lobby. The Sales Manager or Assistant Manager will escort our guests to the group check-in area. 门童应热情地招呼客人，并引导客人进入大堂，销售经理或当值大堂副理则陪同客人去到团队登记入住区域。 Why do we need to direct the coach? 为什么我们要主动引导团队大巴？ Why does the Doorman have to escort the guest to lobby? 为什么门童必须引导团队客人进入大堂？ 2) Handle luggage 处理团队行李 Designated Bellmen and Doormen should unload the luggage and place them in neat lines adjacent to the entrance.指定的行李员和门童卸下行李，集中依次整齐地摆放在侧门入口处附近。Luggage will be stored in the Hotel Lobby designated area. 团队行李摆放在酒店大堂。 To ensure luggage is our top concern. 为保证 The concierge shift leader must confirm the number of luggage items with the tour leader and driver，ask them to sign on the record. 礼宾部主管必须和团队大巴司机和团队领队确认行李数量, Why do I need to place the luggage in lines? 为什么我要将团队行李集中依次整齐地摆放 How can we ensure all luggages are kept together? 我们怎样才能保证所有行李都被存放在一起？ Why do we need to confirm the number of luggage with the tour leader and driver? 为什么礼宾部主管必须和团队大巴司机和团队领队确认行李数量。 3) Tag luggage 给团队行李挂行李牌 Bellmen should have a group rooming list, luggage tags and a pen. 行