rm-fo-con-010handlinggroupluggage修改

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1、StandardOperationsProcedure标准操作程序Subject:HandlingGroupLuggage项目：处理团队行李Endorsedby:FrontOfficeManagerApprovedby:GeneralManager签署：前厅部经理批准：总经理Date:March8,2007日期：2007年3月8日Department:FO-ConciergeRef:FO-CON-010部门：前厅部-礼宾部参考编号：FO-CON-010_________________________________________________________

2、_____________________Objective目的:Toachieveanexpectationofguests,ofwhatserviceshouldbeprovided.达到并超过客人对行李处理的期望，以此留给客人最佳的第一印象和最后印象。Policy政策:Allguestsareofferedawarm,friendly,andefficientluggagehandlingservice.确保所有客人均得到热情、友好、高效的行李处理服务。Procedures程序:BeforeGrouparrival1.Nightshiftbellmansho

3、uldpreparegrouptrackingreport.夜班行李生应做好第二的入住、在住及预离团队跟踪报表。2.Eachshiftleadershouldbrieftoensureeverybellmanisawareofthedetailedgroupinformation,suchasGroupname,T/A,Companyname,FlightNo,Roominglist,Nationality,Pax,Pieceofluggage,ContactNo.ofthetourguide,arrivaltimeandspecialrequests..行李生领

4、班在上岗前给所有当班的行李员开班前会，使每个行李生都能熟悉当天团住的详细资料，如团队名称、旅行社或公司名称、航班号码、房号安排表、国籍、人数、行李件数、联系电话、预计抵达时间及特殊要求等。3.Shiftleadershouldprepareenoughluggagetags,pensandgroupC/I&C/Oform.行李生领班须准备足够的行李牌、笔及团队抵达/离店资料。4.Arrangeenoughmanpowertostandbyaccordingthearrivaltime.根据团队抵达时间安排足够的人员值班。5.Accordgrouproomnumbe

5、rsfillinluggagetags.根据团队房间号码，填写行李牌。GroupArrival团队抵店1.Grouparrivinginthehotel团队抵达酒店1)Whengrouparrivesatthehotel,theDoormanshoulddirectthecoachsothatitdoesnotblockthemainentrance.当团队抵达酒店时，门僮应该指引司机停放车辆，避免车辆堵住门口。2)Buscoachesmustparkonthefrontandbacksidesofthehotelmainentrance.大巴车应该停靠在酒店大门

6、前后两旁的位置上。33)Doormanwillgreetguestsandescortthemtothelobby.TheGroupCoordinatororGuestServiceManagerwillescortthegueststothegroupcheck-inarea.问候客人并将客人送到酒店大堂。团队协调员或宾客服务经理将客人送到团队入住登记区。1.Handleluggage处理行李1)DesignatedBellmanandDoormanshouldunloadtheluggageandplacetheminneatlinesadjacenttoth

7、eentrance.指定的行李生或门僮将行李卸下并按顺序放在酒店大门附近。2)LuggagewillneverbestoredintheHotelLobbywithoutmanned.Toensureallluggagesiskepttogetherluggagenetmustbeused.不可以将行李放在酒店大堂而无人看管，要用行李网将行李网住，以免丢失。3)TheBellCaptainmustconfirmthenumberandconditionofluggageitemswiththetourleaderordriver.AndthenfilluptheG

8、roupA