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1、WUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-OlPAGE1-3TASK1RPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORTS1GNBOARDWLKIETALKERVVHATTODOHOWTODOWHY1. Getreport.2. Uponarrivalairport.3. Beforeflightlanding.4. Uponfl
2、ightarrival.5. Meettheguest.Everymorningandaftcrnnshiftairportrepresentativeshouldprintarrivalreportinthefideliosystem.Doublecheckwithconciergedailytransportationcontrolsheet.Checkairportlimousinetransferstatus.Uponarrivalonairport,AirportRepresentativeshouldcheckalltheguestflightarrivaltimeaccordin
3、gtoarrivalreport.MakesurealltheETAisupdated.Every30minuteschecktheETAandifthereareanychanges,updatethearrivalreportandcallbacktohoteltoinformconciergeondutystaff.Preparesignboardofprintedguestnameandflightdetailsclearly.Ensurethelimousinearrivesattheairport15minutespriortotheflightarrival.Holdthesig
4、nboardinfrontofyouateyevisiblelevelandstandinfrontofthearrivalgatetowaitfortheguest.Alwaysmaintainasmileandwhenguestapproachedyou,say4NiNao,Mr.XXX,WelcometoWuhan.Ifmorethanoneguestsay4NiHao,MayIhaveyournameplease.Afterobtainingguestname,mustgreetguestbyname.Getupdatinginformationforpickupguest.Forre
5、ferencecheckeveryhotelguestarrivalairport.Avoidmisunderstandingbetweenreservationandtransportation.Doingrightthefirsttimeandeverysingletime.Allguestsarepromptlymetandgreeteduponarrival.Avoidmissedpick-up.ControlofvehicleusageProductivityGuestwillbeabletoseehisnameandwillbemetuponarrival.Avoidairport
6、representativemissingtheguest.Clearvisualandabletoseeallguestscomingoutfromthearrivalhall.GuidingPrinciplecorevalueShowrespect,humilityPREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATEWUHANSHANGRI-LAHOTELSTANDARDOPE
7、RATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-OlPAGE2-3TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORT/SIGNBOARD/WALKIETALKERVVHATTODOHOWTODOWHY6. Escortingtolimousine.7.7. Requestforshuttleservice8. RequestforTaxiservice“NiHao,welcometo
8、WuhanShangri-Lahotel,Mr./Ms.mairportrepresentativeAdam.”Ifthisguest,snameisontheboard,thensay“Letmehelpyouwithyourluggage,Mr./Ms”InformthelimousinedrivertoapproachtheentrancetopickupguestAccompaniedguesttoentrancedriveway.Duringthewaitingtime,theairportrepresentativeshouldtalkwithguest.Howwastheflig
9、ht,Mr./Ms”“HaveyoubeentoShanghaibefore,Mr./Ms.”“TheIimousincwillcomeinfiveminutesfromtheparkingarea.”InformtheguestthenearestshuttletimeIfguestwanttowait.Showguesttoairportcounter.Providetodaysnewspaperorsomehotelbrochuretoletguestkilltime.Ifairportrepresentativeisnotbusy,Heshouldtrytotalkwithguest.
10、Accompanyguestouttotaxistation.Callataxiforguest,explainthehoteladdressordirectiontodriver.Issue4TakeMetoHotelcardtoguest,logdowntaxinumberforrecord.Thenbidfarewelltoguest:Ihopeyouwillenjoyyourstaywithus,Mr./Ms.”Atthesametime,doublecheckwithguestfornumberofpiecesofluggageShowourwarm&naturecare.Domor
11、eHelpfulShowourwarmcare.AsianHospitalityfromCaringPeople.ShowCareInformguestoftrafficsituationGivetheguestmorechoice.Showthewarm&naturecare.Domorefortheguest.Domorefortheguest.Showourwarm&naturecare.SafetyandSecurityreasonsPREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:SIGNATURE/DATEF
12、rontOfficeManagerDESIGNATION:SIGNATURE/DATEGeneralManagerWUHANSHANGRI-LAHOTELSTANDARDC)PERATIONPROCEDUREDEPARTMENT:FrontOfce(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-OlPAGE33TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORTS1GNBoARD/WALKIETALKERVVHATTODOHOWTODOWHY9. Infor
13、mHotel10. LogBookTelephonehotelconcicrgcandinformthemtheguestisontheway.Ifguesttakelimousinecar,tellconciergethelimousinecarnumber,guestname,howmanyguestandleaveairporttime.Howmanypiecesofluggage.Ifguesttakehotelshuttlebus,informconciergeguestnameandhowmanypiecesofluggage.Andtotalhowmanyguestsonthes
14、huttlebus.Iftheguesttakethetaxibacktohotel,informconciergethetaxinumber,color,companyname,howmanyguest,guestnameandpiecesofluggage.Airportrepresentativemustmakearecordontheairportlogbook.ConsistencyLethotelfrontdeskstaffbereadytortheguestchickin.HotelDoormanwouldbeabletogreetguestbyname.Delightthecu
15、stomer.Preparationtomeetandexpeditethecheck-inprocess.Delightthecustomer.Preparationtomeetandexpeditethecheck-inprocess.Delightthecustomer.Easyforreference.PREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATEWUHANSHANG
16、RI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-02PAGE1-3TASKizMRPORTLOST&FOUNDSERVICEEQUIPMENTREQUIRED:STAFFI.DCARD/GUESTPASSPORTCOPY/GUESTBOARDINGPASS/AIRPORTLOSTLUGGAGEREPORT/GUESTAUTHORIZATIONLETTER/GUESTAIRTICKETWHATTODOHO
17、VVODOWHY1.GuestinformyouofLostLuggageUponpick-upguestandlearnthatairportorairlineshaslostguestluggageOfferfurtherassistancetofollowupandretrievingguestluggageAsianHospitalityfromCaringPeopleDemonstrateSinceritya)PassportTheGSAorGSTLshouldobtainfollowingreferencefromguest:a.PhotocopyofguestpassportSh
18、owourwarmandnaturecaretoguest.44MayIhaveyourpassportplease,Mr./Ms.”“Werequiretomakeacopytorreferenceuponretrievingyourluggage.Showrespecttoguest.Forreference.b)LostReportb.LostluggageReport“May1haveyoulostluggagereport,please,Mr./Ms”“Wcrequiretomakeacopyforreferenceuponretrievingyourluggage.Copiesof
19、thereportwillenableairportauthoritytoassistyoutotraceit.c)AuthorizationLetterc.AuthorizationLetter“MayIhaveyoursignatureonthisauthorizationletterplease,MrJMS.”“Wcneeditforshowtoairportlost&foundofficethatyouhaveauthorizedthehoteltoretrievetheluggageonyourbehalf.Airportlost&foundofficesregulation.PRE
20、PAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATEWUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-02PAGE2-3TASK:AIRPORTLOST&FOUNDSERVICE
21、EQUIPMENTREQUIRED:STAFFI.DCARD/GUESTPASSPORTCOPY/AIRPORTLOSTLUGGAGEREPORT/GUESTAUTHORIZATIONLETTER/GUESTAIRTICKETWHATTODOHOVVTODOWHY2.Requesttoretrievelostluggagefromairport.AssureguestthatWearemostpleasedtoassistandwewouldliketohavethefollowingdocumenttofollow-upandretrieveguestluggageObtainguestro
22、omnumberandfollowingreferencefromguest:a.Photocopyofguestpassport“MayIhaveyourpassportplease,Mr./Ms”“Werequiretomakeacopyforreferenceuponretrievingyourluggage.a.LostluggageReport“MayIhaveyoulostluggagereport,please,Mr./Ms”“Werequiretomakeacopyforreferenceuponretrievingyourluggage.c.AuthorizationLett
23、er“MayIhaveyoursignatureonthisauthorizationletterplease,Mr./Ms.”“Weneeditforshowtoairportlost&foundofficethatyouhaveauthorizedthehoteltoretrievetheluggageonyourbehalf.AsianHospitalityfromCaringPeopleDemonstrateSincerityShowourwarmandnaturecaretoguest.Showrespecttoguest.Forreference.Copiesofthereport
24、willenableairportauthoritytoassistyoutotraceit.Airportlost&foundofficesregulation.PREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATEWUHANSHANGRI-LAHOTELSTANDARDC)PERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBT
25、ITLE:GuestServiceAssociate(Concierge)TASKNO:CON-02PAGE3-3ITASK:AIRPORTLOST&FOUNDSERVICEEQUIPMENTREQUIRED:STAFFLDCARD/GUESTPASSPORTCOPY/AIRPORTLOSTLUGGAGEREPORT/GUESTAUTHORIZATIONLETTER/GUESTAIRTICKETWHATTODOHOVVTODOWHY3. CheckingwithairportLost&Founddepartment4. RetrieveLuggage5. DeliveryofluggageAi
26、rportGSAshouldcheckwithAirportLost&FoundDept,fromtimetotime.Minimaltwiceaday.UpdatehotelConciergepromptlyofyourfollow-upwithL&F.CollectluggagefromAirportLostandFoundDept,andarrangeforshuttlebustobringitbacktohotel.CallConciergetofeedbacktoguestaccordingly.Adviseguestbyphonesay,NiHao,Mr.XXXMynameisXX
27、XfromConciergeDept.Wehaveretrievedyouluggagefromtheairportanditonthewaybacktothehotelnow.Conciergestaffcallguestroomagainandsay44NiHao,Mr.XXXMynameisXXX.FromConciergeDept.Yourluggageisherenow,canwesendittoyourroomrightnow?”Ifguestisnotintheroom.Leaveamessagetoguestroom.Keeptheluggageatconcierge.Unti
28、lguestaskussendbacktothemAskguestiftheresanyfurtherassistancewecouldassist.Inmostcases,theluggagewillarriveonthenextavailableflightfromthesamedisembarkation.ConsistencyFeedbacktoguestAlwaysuseguestnametoshowrespect.DomorewithSincerityWarmandNaturalPREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDE
29、SIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATEWUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Conciergc)TASKNO:CON-03PAGE1-2ITASK:VVAKE-UPCALL1OGUESTROOMEQUIPMENTREQUIRED:FIDELIOSYSTEM/ONESHOTKEYCARD/OG
30、BOOKWHATTODOHOVVTODOWHY1. Uponreceivingrequestfromoperator.2. Arriveguestroom.Operatorwillinformconcierge-GSAgoestoguestroomforsecondwakeupcall.Concierge-GSAwillrepeatroomnumberagainthroughthephonewithoperator:*Gucstroomnumberis,isthatcoect?ifconfirmed,writedownontheshiftGSAmovementcontrolrecord.Sen
31、dGSAgotoguestroomrightawaywithone-timeentrykeycard.WhentheGSAcomestotheguestroom.GSAshouldringthebellandsay:concierge?,Ifguestanswer,theGSAshouldsay:NiHao,Mr.Ms.IamXXXfromconciergeDept,thisisyourwakeupcall.Haveaniceday.thenGSAreporttooperatorandconciergeimmediately.Ifguestdoesnotanswer,Afterringingt
32、hebelltwice,theGSAshouldknockthedoorgentlyandsay:concierge.Ifstillnoansweraftertwice,theGSAshouldusetheoneshotkeycardopenthedoor.Atsametimesay:“conciergeDontopenthewholedoorandrepeatagain:NiHaoMr.ZMs.thisisconcierge.thisisyourwakeupcall.Ifstillnoanswer,comeintotheroom.Proceedfurtherintohaveaclearvie
33、woftheroombutmaintainingthedooropen.Makesurenoguestinroom.Leaveimmediatelyandinformoperator.Theguestfailedtoanswerthetelephonecalls.Avoidanymistaken,ofgoingtowrongroom.TheGSAcanmakesureguestisawakeornot.Demonstratetheidentity.Farewelltoguest.Easyforreference.Showrespecttoguest.Avoidanymisunderstandi
34、ng,Dotheefficientjob.PREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralManagerSIGNATURE/DATEWUHANSHANGRI-LAHOTELSTANDARDOPERATlONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)IlTASKNO:CON-03PAGE2-2TAS
35、K:WAKE-UPCALL/TOGUESTROOMEQUIPMENTREQUIRED:FIDELIOSYSTEM/ONESHOTKEYCARD/OGBOOKWHATTODOHOwToDoIWHY*Note*ThistaskisfollowedupbyHousekeepingdept.Inthecasesomethingurgent,Conciergewillneedtoassist.Ifguestisstillsleeping,Movetowardsthebottomofthebedandgentlyshaketheguesttillheshe,sawake.Explaintoguesttha
36、the/shedidnotrespondtohis/herwakeupcall,*tNiHao,Mr./Ms.IamXXXfromconciergeDept.Becauseyoudidn,tanswerthewakeupcall,1amheretocheckifyou,realight.SorryIbrdisturbsyou.Haveaniceday,Mr./Ms.?,PREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerSIGNATURE/DATEDESIGNATION:GeneralM
37、anagerSIGNATURE/DATEWUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Coiicierge)TASKNO:CON-04PAGE1-3TASK:ROOMCHANGEEQUIPMENTREQUIRED:FIDELIOSYSTEM/ONESHOTKEYCARDIUGGAGETR。LLEY/ROOMCHANGEFORMWHATTODOHOVVTODOWHY1. Uponobtainingtherequestfrom
38、guest.2. roomchanging.WhentheGSAescortingtheguesttotheirroom,iftheguestisnothappywithhis/herroomandtheywanttochangeroom.Ifobvious,theGSAmustapologizefirst:sorry,Mr.Ms.MayIuseyourphone?Iwillcontactwithourfrontdeskandtrytochangeanotherroomforyou.Pleasewaitamoment,Mr./MsThentheGSAmustcalltoservicecente
39、r,tellthemthesituationincludingguestname,roomnumber,andtypeofroom.WhenservicecenterGSAtellyounewroomnumber,askthemtosendnewroomkeytonewroomimmediately.ThenGSAtellguest:mM,Ms.wchavealreadychangedanotherroomforyouandfollowmeplease,Iwillshowyoutoyournewroom.Thiswayplease.,Afteryouarriveatthenewroom.Pas
40、stheoldroomkeytoanotherGSA,usenewrmkeytoopenthedoorforguest.Doublecheckwithguest:Mr,Ms.howaboutthisroom?”Ifguestsaynoproblem,GSAmustintroduceroomfacilitytoguestandbidfarewell.Ifnotobvious,checkwithguest:4tMrMs.wouldmindtellmewhichkindofroomdoyoupreferdoyouhaveanyParticularrequest?Showrespecttoguest.
41、Showourefficiencyjob.Showourwarm&caretoguest.Showwarm&naturetoguest.Beprofessional.Showrespecttoguest.Showwarm&care.PREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerS1GNATUREDTEDESIGNATION:GeneralManagerSIGNATUREDTEWUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREWHATTO D
42、O I HOW TO DoWHYDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Coiicierge)TASKNO:CON-04PAGE2-3TASK:ROOMCHANGEEQUIPMENTREQUIRED:FIDELIOSYSTEM/ONESHOTKEYCARDJ,UGGAGETROLLEY/ROOMCHANGEFORM3.Uponrequestthroughthefrontdesktoourconcierge.PleaseletmeknowandIwilltrytocontactwithfrontdesktof
43、indanotherroomforyou.TheGSAmustcalltosen,icecenterimmediately.Tellthemthesituation,guestroomnumber.Andgetnewroomnumber.Asktheysendthekeytonewroomimmediately.Thentellguest:*4Mr.Ms.wehavealreadyfoundanotherroomforyou.PleasefollowmeIwillshowyoutoyournewroom,thiswayplease/,Uponguestwithyouarrivenewroom.
44、Getnewroomkeyopensthedoorforguest.PasstheoldroomkeytoanotherGSA.Youmustintroducetheroomfacilitytoguest.Checkwithguestistheiranyproblemwiththisroom.Ifno,afterintroducefarewelltoguest.Ifgueststillnothappywithhis/hernewroom.ASaGSAyoumustinformfrontdeskGSTLimmediately.AfterreceivingrequestfromFrontDeskC
45、oncierge,GSTLtocalltoguestrmandcheckwhetherguestisintheroomornot.Ifguestisintheroom,say:“NiHaoMr./Ms.thisisXXXcallingfromconciergedesk,wouldyouliketochangeyourroomnow,ifnotpleasetelluswhenyouwishtodoit?”Showourefficiencyjob.Showourwarm&naturecare.Beprofessional.Showourrespecttoguest.Showrespecttogue
46、st.Showwarm&care.PREPAREDBY:RichardRosarioAPPROVEDBY:Mr.GilbertJungDESIGNATION:FrontOfficeManagerS1GNATUREDTEDESIGNATION:GeneralManagerSIGNATUREDTEWUHANSHANGRI-LAHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-04PAGE3-3TASK:ROOMCHAN
47、GEEQUIPMENTREQUIRED:FIDELIOSYSTEM/ONESHOTKEYCARD/LUGGAGETROLLEY/ROOMCHANGEFORMWHATTODOHOVVTODOWHYIfguestsayrightnow.TheGSAShowefficiencyjob.4.Afterroomchange.mustgetnewroomkeyandmustgouptoguestroomwithluggagetrolley.Intheguestroom,GSOAshouldremindguest:pleasedoublecheckMr./Ms.isthereanythingleftbehindyou?Ifnot,then1willshowyoutoyournewroom
