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

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1、标准操作程序StandardOperatingProcedure公司名称：XX酒店管理公司Company:XXHotelManagementLimited编号：ReferenceNo.FO-CON-14部门：前厅部—礼宾部Department:FrontOfficeDepartment—Concierge日期Date2010年11月8日标题：团队入住行李处理程序Title:GroupLuggageCheckIn页Page第1页共1页Page1Of1Whyisthistaskimportantforyouandourguests?为什么这个任务对你和你

2、的客人非常重要？Answers回答:1.Wemustprovideapromptandaccurateluggageservicetoourguests.我们必须给客人提供及时，准确地行李服务。2.Safetyisoneofthemostimportantissuestoourguests;wemustmakesureguests’luggage’ssafety.对客人来说安全至关重要，我们必须保证客人行李的安全。3.Increaseguestsatisfaction.提升客人的满意度。4.Demonstratemyprofessionalism.展

3、示我们的专业水准。WHAT/STEPS工作步骤HOW/STANDARDS怎么做/工作标准TrainingQuestion&Howwetalk提问和话述1)Grouparrival团队到达Whengrouparrivesatthehotel,theDoormanshoulddirectthecoachtothesideentrancesothatitdoesnotblockthemainentrance.Whydoweneedtodirectthecoach?为什么我们要主动引导团队大巴？otherstaffoftheCentre.Duringthew

4、ar,ZhuwastransferredbacktoJiangxi,andDirectorofthenewOfficeinJingdezhen,JiangxiCommitteeSecretary.Startingin1939servedasrecorderoftheWestNorthOrganization,SecretaryoftheSpecialCommitteeAfterthevictoryofthelongMarch,hehasbeentheNorthwestOfficeoftheFederationofStateenterprisesMin

5、ister,ShenmufuguSARmissions,DirectorofNingxiaCountypartyCommitteeSecretaryandrecorderoftheCountypartyCommitteeSecretary,MinistersandTask–FitLuggageUponCheckOutPage5of5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。Doormanwillgreetguestsandescortthemtothelobby.TheSalesManagerorAssistantManagerwi

6、llescortourgueststothegroupcheck-inarea.门童应热情地招呼客人，提醒下车客人注意阶梯，并主动为下车客人暂拿随身行李箱。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，确认该团体是当天预期到店的团体。WhydoestheDoormanhavetoescorttheguesttolobby?为什么门童必须引导团队客人进入大堂？“晚上好，欢迎光临明宇尚雅饭店，请注意台阶，让我帮您拿您的行李。”请到这边休息。“2)Handleluggage处理团队行李DesignatedBellmenandDo

7、ormenshouldunloadtheluggageandplacetheminneatlinesadjacenttotheentrance.Checkallluggagecarefully,Ifanydamagedluggageshouldhaverecordandinformthetourleaderandbusdriveraccordingly.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。仔细检查车上无遗留行李，仔细检查卸下的行李，如有破损应记录下来并通知团队领队和巴士司机。统计总数并同领队确认。由领队确认客人自行运送（主

8、动为客人提供帮助）或由酒店运送。并按照团队行李规模装车，或由领队及礼宾部按分房表分送。Luggagewill