XX五星级酒店礼宾部SOP标准作业程序（全英文版）

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1、STANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-01PAGE1-3TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORT/SIGNBOARD/WALKIETALKERWHATTODOHOWTODOWHY1.Getreport.2.Uponarrivalairport.3.Beforeflightlanding.

2、4.Uponflightarrival.5.Meettheguest.Everymorningandafternoonshiftairportrepresentativeshouldprintarrivalreportinthe.Doublecheckwithconciergedailytransportationcontrolsheet.Checkairportlimousinetransferstatus.Uponarrivalonairport,AirportRepresentativeshouldcheckalltheguestf

3、lightarrivaltimeaccordingtoarrivalreport.MakesurealltheETAisupdated.Every30minuteschecktheETAandifthereareanychanges,updatethearrivalreportandcallbacktohoteltoinformconciergeondutystaff.Preparesignboardofprintedguestnameandflightdetailsclearly.Ensurethelimousinearrivesatt

4、heairport15minutespriortotheflightarrival.Holdthesignboardinfrontofyouateyevisiblelevelandstandinfrontofthearrivalgatetowaitfortheguest.Alwaysmaintainasmileandwhenguestapproachedyou,say:“NiNao,XXX,Welcometo.Ifmorethanoneguestsay‘NiHao,MayIhaveyournameplease.Afterobtaining

5、guestname,mustgreetguestbyname.Getupdatinginformationforpickupguest.Forreferencecheckeveryhotelguestarrivalairport.Avoidmisunderstandingbetweenreservationandtransportation.Doingrightthefirsttimeandeverysingletime.Allguestsarepromptlymetandgreeteduponarrival.Avoidmissedpic

6、k-up.ControlofvehicleusageProductivityGuestwillbeabletoseehisnameandwillbemetuponarrival.Avoidairportrepresentativemissingtheguest.Clearvisualandabletoseeallguestscomingoutfromthearrivalhall.GuidingPrinciplecorevalueShowrespect,humilityPREPAREDBY:APPROVEDBY:DESIGNATION:Fr

7、ontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATE59STANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-01PAGE2-3TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORT/SIGNBOARD/WALKIETALKERW

8、HATTODOHOWTODOWHY6.Escortingtolimousine.7.7.Requestforshuttleservice8.RequestforTaxiservice“NiHa