欧姆尼酒店礼宾部SOP培训计划.pdf

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1、欧姆尼酒店礼宾部SOP培训计划OmnihotelconciergeSOPtrainingprograms1OMNILUXHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-01PAGE1-3TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORT/SIGNBOAR

2、D/WALKIETALKERWHATTODOHOWTODOWHY1.Getreport.EverymorningandafternoonshiftGetupdatinginformationforpickairportrepresentativeshouldprintarrivalupguest.Forreferencecheckreportinthefideliosystem.everyhotelguestarrivalairport.Doublecheckwithconciergedaily

3、transportationcontrolsheet.Checkairportlimousinetransferstatus.Avoidmisunderstandingbetween2.Uponarrivalairport.Uponarrivalonairport,Airportreservationandtransportation.RepresentativeshouldcheckalltheDoingrightthefirsttimeandguestflightarrivaltimeacc

4、ordingtoeverysingletime.arrivalreport.MakesurealltheETAisupdated.AllguestsarepromptlymetandEvery30minuteschecktheETAandifgreeteduponarrival.thereareanychanges,updatethearrivalreportandcallbacktohoteltoinformAvoidmissedpick-up.conciergeondutystaff.3.B

5、eforeflightlanding.Preparesignboardofprintedguestnameandflightdetailsclearly.ControlofvehicleusageEnsurethelimousinearrivesattheProductivityairport15minutespriortotheflightarrival.Guestwillbeabletoseehisname4.Uponflightarrival.andwillbemetuponarrival

6、.HoldthesignboardinfrontofyouateyeAvoidairportrepresentativevisiblelevelandstandinfrontofthemissingtheguest.arrivalgatetowaitfortheguest.5.Meettheguest.AlwaysmaintainasmileandwhenguestClearvisualandabletoseeallapproachedyou,say:“NiNao,Mr.XXX,guestsco

7、mingoutfromtheWelcometo.Ifmorethanoneguestsayarrivalhall.‘NiHao,MayIhaveyournameplease.Afterobtainingguestname,mustgreetguestbyname.GuidingPrinciplecorevalueShowrespect,humilityPREPAREDBY:RichardRosarioAPPROVEDBY:Mr.MichaelDESIGNATION:SIGNATURE/DATED

8、ESIGNATION:SIGNATURE/DATEFrontOfficeManagerGeneralManager2OMNILUXHOTELSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOffice(Concierge)JOBTITLE:GuestServiceAssociate(Concierge)TASKNO:CON-01PAGE2-3TASK:AIRPORTPICKUPSERVICEEQUIPMENTREQUIRED:ARRIVALREPORT/SIG