1、1 Concierge 2 Dear team member,Firstly,a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department.Our key to success depends very much on your positive attitude,creative flair and eye to details.We are committed to develop people through knowledge enlarging,skill training an2、d workforce motivation.Your remarkable contribution in Front Office Department will be greatly appreciated.真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。I wish you a pleasant and fruitful working experience at Front Office D3、epartment.祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。Yours truly,此致 3 TABLE OF CONTENTS Part One Welcome Letter From Director of Rooms Page 02 Part 1 Departmental O rganization C hart Page 04 Job de scription Page05 Part 2 Check L ist Page08 Part 3 Standard Operating Procedures Concierge 1 Transportation Check List P4、age 16 2 Airport Pick up and send off handling Page 21 3 Room Changing Page 26 4 Check In and Check Out Luggage Procedure Page 28 5 Luggage Room and Storage Procedure Page 33 6 Newspaper Delivery Page 36 7 Guests Mail Parcel&Package Page 39 8 Stacking of Luggage On Cart Page 41 9 Group L uggage H an5、dling Page 43 10 Hold For Pick Up Page 45 11 Paging Service Page 47 Transportation 12 Transportation Check List Page 16 13 Airport Pick up and send off handling Page 21 14 Drivers Rule Page 49 15 Drivers Expenses Page 52 16 Vehicle Mileage Page 53 17 Vehicle Maintenance Page 54 Acknowledgement lette6、r by employee Page 57 Part 4 4 FRONT OFFICE ORGANIZATION CHART JOB DESCRIPTION 工作职责描述工作职责描述 Job Title:Concierge Supervisor 职位：礼宾部主管 LOCATION:CROWNE PLAZA SHENZHEN 工作场所：深圳威尼斯皇冠假日酒店 Department:Front Office 部门：房务部/前厅部 Responsible to:Chief Concierge 有责任于：礼宾部经理 Responsible for:负责：Bell Boy 行李员 Door girl 门7、童 Job Summary :To ensure the smooth operation of the Concierge daily operation,Bell Service transportation,ensuring maximum guest satisfaction.确保礼宾部每天正常运做，行李及车辆服务顺畅运作，保障客人最大满意服务。MAIN DUTIES PERSONNEL主要职责：主要职责：1.Read the concierge shift Log-Book,check if some things which last shift left need to be f8、ollow up.查看礼宾部交班本，查看上一个班有没留下需要跟进的事情。2.Check the transportation daily arrangement notice book,if guest books airport pick up or drop off,we should check and make sure the mineral watel,hand towel,newspaper were well set up inside the hotel vehicle before they go to airport for picking guest or sendin9、g guest,make sure the guest s name(inclusive gender)which typed on the paper is correctly.Besides pay more attention:check the flights clear information,must be familiar with airport status.As we know,there are two terminals at ShenZhen airport.Difference flight number with the difference terminal f10、or arrival and departure,REMEMBER:for airport drop off service,we should get the clear flight 5 number from guest or our management.Especial for foreigners we must pass the clear information to our driver.检查车辆日常安排本，如果有客人预定接机或送机服务，我们要确保在接机或送机之前 在酒店车辆内部放好矿泉水，酒店毛巾，和报纸。确认客人的姓名（包括性别）在接机纸上是否正确。除此之外还要注意确认清11、楚航班信息，一定要熟悉机场情况。我们知道在深圳机场有两个侯机楼，不同的航班号码在不同的侯机楼登机和离开。备注备注：特别是 送机服务，我们要从客人或经理那里知道确切的航班信息，特别是外国客人我们要把正确信息告诉我们的司机。3.Check the transportation daily arrangement notice book,if guest books Ferry pick up or drop off,we should check and make sure the mineral watel,hand towel newspaper were well set up inside12、 the hotel vehicle before they go to Ferry.There are two Ferries in ShenZhen,one is She Kou Ferry which is popular one.Another is Fu Yong Ferry that is closer to ShenZhen airport.REMEMBER:we must get the clear information from the requester and share the information with driver.检查每天车辆安排本，如果有客人预定的码头接13、送服务，我们要在酒店车辆离开酒店之前在基点车辆内部放好矿泉水，毛巾和报纸。在深圳有两个码头，一个是蛇口码头。另外一个是福永码头很靠近深圳机场。备注：备注：我们要给酒店司机清楚的信息。4.Check and make sure all the transportation order were well arranged and all the transportation charge were done in proper way.确保所有的用车已经安排好，并准备好把车辆费用入到客人的房费里并做好记录。5.Check the luggage storage room,reconfirm lu14、ggage amount according to storage control sheet,检查礼宾部行李房，再次确认行李数量依照行李寄存控制表。6.Check the daily arrival list and departure list.检查每天住房和退房登记。7.Check the VIP arrival,departure,and in house list,check the hotel long staying guest according to Daily Activity Report,make sure all of VIP rooms and LSG rooms 15、were send properly newspaper on time according to their nationality or history/habit 查看每天贵宾到达，离开和在店情况，查看长住客人情况依照每天实际报表，确保每个贵宾和长住客依照国籍或客史/习惯收到相应的报纸。8.Check the daily function report,make sure all of concierge staff know the details meeting venue.查看每天会议报表，确保所有礼宾部行李员知道详细的会议地点。9.Check the staff appearan16、ce and the attendance of shift.查看当班员工仪容及出勤。10.Check the cleanliness of all the luggage trolley,check the umbrella par stock,check wheel chair status.检查所有的行李车是否干净，检查雨伞的数量和轮椅的情况。11.Check the cleanliness and tidiness of luggage storage room and concierge service counter.检查行李房和礼宾部柜台是否干净整洁。12.Check the c17、leanliness of the hotel main entrance,check the cleanliness of hotel vehicle,inside and outside,smell fresh inside.6 检查酒店大门口是否干净，检查所有酒店车辆外面和里面是否干净，气味是否新鲜。13.Check the stationary.Check concierge operation forms.查看礼宾部日常运做表。14.Check and make sure staff know all the memo and information,push staff to re18、ad concierge logbook.检查并确保所有的员工知道备忘录的信息，监督员工看礼宾部交接班本。15.Check and make sure all the message,fax,and internal information were delivered and recorded in proper way.检查并确保所有留言传真和内部的资料传递情况并做好记录。16.Check and make sure all the in coming and out going items were recorded in proper way.(hold for pick up,mai19、ls,laundry.Etc.)检查并确保所有的转进和转出递送做好相应的记录（物品转交，邮件，洗衣等）.17.Check and make sure all bellboys activities were recorded in proper way.查看并确保所有行李员工作情况并做好相应的记录。18.Check and make sure all the luggage(FIT,group)was delivered to guest room in proper way.检查并确保所有客人的行李（散客，团队）递送到客人房间并做好相应的记录。19.Check and make sure a20、ll staff on duty is very familiar with hotel activity.检查并确保所有当班员工班熟悉酒店最新动态。20.Check and make sure all staff on duty answering the telephone in proper way,the door girl and bellboy on duty greeting and smiling to guest and hotel management anytime.检查并确保所有的当班员工在接听电话时正确的方式，女门童和行李员当班时是否任何时候对客人和酒店经理们打招呼并21、微笑 21.Check and make sure every case happened on your shift were followed up in proper way and record on the logbook.检查并确保每一件发生在当班时的事情需要跟进时要在交班记录本上记录。The above points should be followed up strictly and accordingly by all the Concierge supervisor and driver/bellboy,Serious disciplinary action will be22、 taken if the above points are not been followed up accordingly.以上规章制度要求所有礼宾部主管和司机/行李员严格执行，如果违反将严肃处理。Concierge Supervisor Checking List Morning Shift Date:Time Before proceeding with the checking list,Remember to check yourself before you check on others.Time Remarks Location/Section Action 1.Signin23、g in and attending the Night Manager Briefing.7 2.Read&sign logbook.3.Hand over the Concierge cash float,Concierge Keys,Hotel vehicle keys status,Walkie Talkie/battery and park tickets according to the Shift Hand Over list 3.Check&follow up daily transportation arrangement:Ask receptionist to print 24、daily trace report;and then enter Landmark system,press“5”to enter Expected Arrivals,Press“LIM”code at special service space,then press“enter”we will get daily Transportation arrangement report.Compare trace report,LIM report and our original arrangement.Make sure every TPT request will be arranged 25、properly.4.Check and get the most update Luggage storage record,Hold for pick up items record and airport pick up sign from night shift bellboy.5.Check the Daily Activity Report and be familiar with the VIP arrivals/todays events/occupancy,Check the daily temperature forecast status 6.Check staff ap26、pearance,staff attendance.7.Check equipment&stationary,keep service counter clean&tidy.Luggage tag,Luggage claim,Drive me to card,stationary.8.Check Luggage trolley,main entrance status.7:15AM Give a briefing to shift bellboys and door girls 7:30AM Pass the hotel daily sales information and had the 27、night shift bellboy sent a copy of Daily Transportation Control Sheet to Driver office.8:AM Daily newspaper delivery:Print out the In House VIP guests Report and the guest with special request for the newspaper report and had the bellboy sent the newspaper right away accordingly.Print the stay over 28、guests report and send right daily newspaper to guest room according to their nationality.Pay more attention for House use Newspaper delivery and assign the delivery work among be llboys.9:00AM Daily mail receiving and delivering Pay more attention:all of Express mails and registered mails and parce29、l,packages order should record details on bellboy movement control sheet and had concerned person sign for receiving.Empty the mail holding drawer accordingly.9:30AM Attending FOM morning briefing if the Chief 8 Concierge is taking day off.Check and get new information from Concierge CC mail box wit30、h our password and brief to Concierge staff.10:AM Assign the luggage,message.fax,forms delivery work.Monitor bellboys movement.14:20PM Hand over to Afternoon shift staff.Crowne Plaza Shenzhen Concierge Supervisor Checking List Afternoon Shift Date:Time Before proceeding with the checking list,Rememb31、er to check yourself before you check on others.14:30PM 1.Sign in and Attending the concierge Briefing.And be familiar with the VIP arrivals/todays events/occupancy,Get to be briefed about the daily temperature forecast status.Check staff appearance,staff attendance.1.Attending the Front Office Brie32、fing 2.Read&sign logbook.3.Hand over the Concierge cash float,Concierge Keys,Hotel vehicle keys status,Walkie Talkie/battery and park tickets according to the Shift Hand Over list 4.Check equipment&stationary,keep service counter clean&tidy.Make sure there are enough stock at the counter such as Lug33、gage tag,Luggage claim,Drive me to card,stationary.5.Check Luggage trolley,main entrance status.15:30PM.Check&follow up daily transportation arrangement:Reconfirm the transportation arrangement and find out the items which need to follow up.16:00PM Assign the luggage,message.Fax,forms delivery work.34、Monitor bellboys movement.18:00Pm Reconfirm the tomorrows transportation reservation.20:00PM Check tomorrows transportation arrangement and call the concerned driver for overtime work if necessary.Put all of the requested information into the Lanmark system accordingly.22:00PM Print out the Actual A35、rrival Guest Report and assign the newspaper delivery work among the bellboys.22:30PM Reconfirm if all the transportation was charged accordingly and submit the Transportation Daily Sales Report.23:00PM Shift handed over to night shift bellboy.Check vehicle keys and finish the record.Lock all of veh36、icle keys into concierge 9 29#safe and pass the safe key to Night Shift AM.23:05PM Pass 10 pieces of Chinese and English newspaper to reception counter for those late check in guests needs.Crowne Plaza Shenzhen Bellboy Checking List Overnight Shift Date:Time 23:00PM Sign in,Read&sign logbook.Hand th37、e shift over from concierge afternoon shift supervisor.23:30PM Check equipment&stationary,keep service counter clean,tidy and get enough stock at the counter.2:00AM Help the Guest Service Center for the PSB in-put if necessary.3:00AM Check the Luggage storage and Hold for pick up items and update th38、e record in the computer file.Clean the storage room if necessary.3:30AM Prepare the airport pick up sign for tomorrows transportation arrangement according to guests request.4:00AM Polish all of Luggage Trolley.4:30AM File all the forms at the concierge counter into the file holder accordingly.7:0039、AM Deliver the Night reports and internal departments newspaper.10 JOB DESCRIPTION 工作职责描述工作职责描述 JOB TITLE:CONCIERGE AMBASSADOR 职位：礼宾大使 LOCATION:CROWNE PLAZA SHENZHEN 工作场所：深圳威尼斯皇冠假日酒店 DEPARTMENT:ROOMS/FRONT OFFICE 部门：房务部/前厅部 ORGANIZATION STRUCTURE:组织结构：DIRECT REPORT TO:CONCIERGE SUPERVISOR 直接汇报于：礼宾部主40、管 INDIRECT REPORT TO:CHIEF CONCIERGE 间接汇报于：礼宾部经理 JOB SCORE:In charge of guests fax and message,newspaper,internal departments letters delivery work.Follow up section inventory and guests hold for pick up items follow up.Coordinate with Bellboys in the opening and closing hotel door and assist to tid41、y up concierge file system.工作叙述：负责客人留言和传真，报纸及酒店部门信件递送。跟进部门存货及客人转交物品。协助行李员开关酒店大门及整理礼宾部文档资料。PRIMARY RESPONSIBILITIES:基本工作职责:1.Concierge ambassador is only available from Monday to Friday for concierge morning and afternoon shift.礼宾大使工作日程为周一至周五，早班中班各一位。2.Concierge ambassador morning shift will prepare 42、the newspaper for guests and internal departments at 8:30AM daily and send out to concerned department before 9:00AM.Department should be informed by ambassador for any delay.每日早班必礼宾大使须于当日8：30AM准备客人及酒店部门报纸，并于9：00AM前送出。任何原因晚送相关部门必须由礼宾大使通知到。3.Concierge ambassador should check guests message and fax bo43、x every 5 minutes interval and send items as soon as possible.礼宾大使应每隔5分钟检查客人留言和传真并尽快送出。4.Concierge ambassador morning shift should check all of OCT leader laundry and call the concerned driver to pick it up at 11:00AM.He must ensure the proper record is maintained.早班礼宾大使必须于每日11：00AM检查集团领导洗衣并通知相应司机领取44、。礼宾大使必须保证所有洗衣有着正确记录。5.All of letters should be sent out at 14:00PM daily by morning shift concierge ambassador and shift supervisor must be informed for any unclaimed letters.礼宾大使必须于每日14：00PM清空酒店所有信件，任何未知信件必须通知当班主管处理。6.Concierge ambassador should clean all of internal department form delivery work a45、t each shift close.11 礼宾大使必须于下班前清空投递完当班时所有酒店内部门表格。7.Concierge ambassador afternoon shift on every Wed.must check the section inventory and stationary then raise the request to Chief Concierge before 16:00 for approval.每星期三中班礼宾大使必须检查礼宾部物品库存及文具并于16：00将申请表交与礼宾部经理批准。8.The afternoon shift concierge ambas46、sador on every Thu.must draw all of requested items before 16:00.每星期四中班礼宾大使必须于当日16：00领回申请物品。9.Every shift concierge ambassador must clean the same day hold for pick up item and report to shift supervisor at each shift end.每日当班礼宾大使必须清点当日客人物品转交并于下班前向当班主管汇报。10.The afternoon shift concierge ambassador a47、t each month end must clean all of file holder at file area and pass it to shift supervisor for storage.每月底中班礼宾大使必须清理礼宾文件档案并交与主管库存。11.Concierge ambassador should coordinate with Bellboys in the opening and closing hotel door when he is not busy.礼宾大使在不忙时必须协助行李员开关酒店大门。12.Shift supervisor must assign t48、he concierge ambassador work among bellboys on Sat.and Sun.当班主管在必须在周末当班时把礼宾大使工作分配给当班行李员。12 JOB DESCRIPTION 工作职责描述工作职责描述 JOB TITLE:DOORGIRL 职位：女门童 LOCATION:CROWNE PLAZA SHENZHEN 工作场所：深圳威尼斯皇冠假日酒店 DEPARTMENT:ROOMS/FRONT OFFICE 部门：房务部/前厅部 ORGANIZATION STRUCTURE:组织结构：DIRECT REPORT TO:CONCIERGE SUPERVISOR49、 直接汇报于：礼宾部主管 INDIRECT REPORT TO:CHIEF CONCIERGE 间接汇报于：礼宾部经理 JOB SCORE:Assists arriving and departing guests mainly by opening doors for the ensures The smooth flow of traffic in front of the hotel.Coordinates with Bellboys in the loading and unloading of guests luggage from their vehicles.工作叙述：帮助抵离酒50、店的客人开关车门和大门，确保酒店大门口交通畅通，协助行 李员在客人车辆上拿放行李。PRIMARY RESPONSIBILITIES:基本工作职责:1 Maintain a friendly,neat and professional image to guest 保持友善，整洁，职业的形象，面对所有客人。2 Provide courteous service to guest and respond promptly and tactfully to guests complaints,requests and inquiries 对于客人的投诉，要求，质询迅速作出回应，提供礼貌的服务。3 A51、ssist guest and patrons by unfailingly opening and closing vehicles doors and hotel doors 帮助客人开关车门及酒店大门。4 Direct incoming guests to the registration desk and call Bellboy for the luggage 指引客人去前台登记处，联系行李生帮客人拿行李。5 Ensure that“No Parking areas are clear to provide smooth flow of traffic 确保大门口禁止停车区域交通畅通52、。6 Ensure that the Door girls station and front of the hotel are clear anytime 确保任何时候女门童工作区域及大门口都保持清洁。7 Keep undesirable characters away from the hotel,ask the help of the Assistant Manager when necessary 确保衣冠不整及有不良习惯的人进入酒店，如有需要，通知大堂副理。8 Summon hotels Taxi cabs for guest and patrons 帮助客人召唤出租车。9 Keep53、 umbrella available to protect guests and patrons coming in and out of the hotel from the rain 下雨天确保为进出酒店的客人有雨伞提供服务。10 Refrain from any personnel conversation at main entrance with bellboys or other employees 禁止在酒店大门口与行李生或者其他酒店员工聊天。11 Help keep the lobby area clean and in door 帮助保持酒店大堂区域和大门里面清洁。12 R54、eport the Assistant Manager any and all unusual circumstance occurring in the lobby and main entrance area 13 在大堂和大门口若发现任何异常情况，及时向大堂副理汇报。13 Prepare and renew newspaper and mineral water for hotel vehicle before leaving hotel.在酒店车辆出发前准备矿泉水及更新报纸。14 Reconfirm all of shuttle bus guests reservation with 55、Concierge and Business Center before the bus leaves hotel.在酒店穿梭大巴离开酒店前再次与礼宾部或商务中心确认客人预订。15 Comply with Crowne Plaza policies and procedures 遵照执行皇冠假日品牌的制度和程序。16 To utilize guest comment log to give feedback and recommendation for product and service improvement 利用客人的反馈意见和建议来提高服务和产品。17 To maintain app56、ropriate standard for discipline dress,hygiene,uniform,appearance,posture and product 在衣着，仪容仪表，卫生，姿态及产品上保持高的标准。18 To adhere the policies,procedure and rules outline in the Employee handbook 坚持遵照执行员工手册上罗列的规章制度。19 To carry out any other duties as instructed by senior member of staff 完成上级交付的其他职责或任务。20 57、To be fully conversant with the hotels facilities and service 必须全面掌握酒店的设备设施和服务信息。14 REF NO.:Rooms/FO Con.-001 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Transportation Check list COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM This policy&procedure to make sure all th58、e staff concern know the standard for hotel transportation arrangement and offer transportation for guests convenience.Objective目的目的:这项规章条理的制定是为了确保所有员工知道标准的车辆安排程序。It is the policy of the Crowne Plaza ShenZhen that all requests for limousine service are to be channeled through the concierge using the59、 appropriate request form.Policy政策政策：深圳威尼斯酒店的政策是，酒店所有用车服务均需使用适当的表格，交由礼宾部安排。When a guest requests limousine service from reservation,the following procedures will apply:Procedures程序程序：当客人要求预订部安排用车服务时，应遵循以下操作程序：1.Guest request for hotel limousine service should be handled by reservation first during t60、he reservation operation hour from 8:30 to 20:30 on week day and 9:00 to17:00 on weekend.Concierge should handle the in-house guests request and the request which is not in the reservation operation hour.在酒店预订部运做时间内（周日上午8：30到晚上20：30，周末早上9：00到下午17：00）,预订部将先处理客人用车服务预订。礼宾部应当处理所有住店客人及酒店预订部运做时间外所有客人用车服务预61、订。2.Reservation staffs will obtain full flight arrival details and enter it into the computer after confirmed with guests.预订部员工应得到航班具体到达时间资料，在和客人确认预订后将其输入电脑。3.Reservation should confirm with the concierge shift supervisor for the availiablity of the 15 special limousine like Benz600 before confirmin62、g guests reservation.特殊车辆预订，如奔驰600。预订部在与客人确认前需和礼宾部主管确认车辆是否能提供。4.The reservation staff should fill the Transportation Requisition Form properly when guests request is confirmed and the concierge copy should be forwarded to concierge desk as soon as possible.预订部员工在确认客人用车预订后应完整填写用车申请表，并尽快将礼宾部联交至礼宾部。5.O63、ne day prior to guests arrival,reservation afternoon shift supervisor on duty should print out a limousine reservation summary for next day and reconfirm with the concierge duty supervisor at 19:00 on weekday and 17:00 on weekend.在客人到达的前一天，预订部中班主管应从电脑中打印出次日客人用车预订总报并与礼宾部当班主管核对次日用车安排。（周日19：00，周末17：00核64、 对）。6.Concierge afternoon shift supervisor should print out a Cross Border limousine reservation summary for next day and call the ShunTong Hire Car Company reconfirm with the supplier at 19:00.The supplier should be informed right away for any next day cross border new booking after 19:00.礼宾部中班主管应打65、印出次日客人深港用车预订总报并与顺通公司供应商于17：00点核对次日用车安排。任何19：00以后次日客人深港用车新预订，顺通公司供应商应立即被通知到。7.Every afternoon,the concierge duty supervisor will review all limousine booking for next day and assign the work to drivers.The supervisor should inform the concerned drvier for overtime work if necessary.The transportation66、 supervisor and chief concierge must be informed if the concierge shift supervisor has problem on drivers work assignment.每天礼宾部中班主管检查第二天车辆预订并根据情况安排司机，并在需要时通知相应司机加班。在司机人手工作分配安排有困难时车队主管及礼宾司必需被通知到。8.The concierge Morning shift supervisor will complete all same day Transportation Vouchers and then pass 67、the Transportation Voucher to lobby GRO for guests signature.Upon the guests check-in at hotel the lobby GRO will present the transportation voucher for guests signature.The voucher has 2 copies,one copy will be passed to the Front Desk for posting and the second copy will be attached with Transport68、ation Requisition Form and will be forwarded to Night Auditor on daily basis together with the transportation daily sales report.礼宾部早班主管应准备当日所有车辆收费单并交至大堂客户关系主任处。客人在登记入住时大堂客户关系主任需让客人确认用车费用。此单一式两份，一份交与前台入帐。第二份附上用车申请表并同每日车辆营业报表交与财务部夜审。The following procedures will apply for hotel to airport transfer:以下69、程序适用于酒店到机以下程序适用于酒店到机场交通场交通:2.If a Guest Service Center，GRO or a Front office receives guests requests for hotel to airport transfer,either by telephone call or guests personally tell the above colleague.He/she should channel to the concierge before confirming with guests.如客户服务中心，客户关系主任或前台任何员工接到客人机场送70、机车辆预订时，不管是客人电话或亲自告知。在与客人确认预订前需将此预订通知礼宾部。3.The concierge shift supervisor will confirm the limousine availability and record the requests in the Concierge Daily Transportation Control Sheet.16 礼宾部当班主管将确认是否有车并将客人预订记录在每日车辆预订控制表上 4.The concierge shift supervisor will complete the Transportation Vouchers71、 for signature at guests convenience.He may assign bellboy to send the voucher to guests room for signature if necessary The charge could only be posted into guests room bill after getting guests signature.当班主管将及时填写车辆收费单以便客人签名确认。如需也可安排行李员将车辆收费单送至客人房间签名确认。所有车辆收费单必须在客人签名确认后方可记入客人房费中。5.All transportati72、on charge should be posted by shift supervisor and the Transportation Vouchers must reach the Front Desk prior to the guests departure.所有车辆收费由礼宾部当班主管入帐且收费单必须在客人退房前送到前台。6.The concierge shift supervisor will assign drivers available at that time for the journey.礼宾部当班主管将安排司机送客。1.All requests of complim73、entary use of the limousines must be authorized by the General Manager first before it was passed to concierge.Complimentary use of the Limousines免费用车免费用车 所有的免费用车申请在交与礼宾部前必须得到总经理批准！2.A charge will be made to the requesting department.If it is a late request,the chief concierge must be contacted toge74、ther with the authorized In House Transportation Order.Complimentary trip will not be accepted without this procedure be followed.免费用车所产生费用将记入申请部门，如果用车申请服务较迟，则必须附带酒店内部用车申请表与礼宾司联系。如未经此程序，免费用车要求将不予接受。3.The In House Transportation will be recorded on a daily basis by chief concierge and it will be sent75、 to Chief Account and Cost Control Manager at the end of month to be tallied against the charges the complimentary trip made.礼宾司将每日酒店内部免费记录在案，并根据实际产生费用在月底时将实际费用总表交与财务经理和成本控制经理。Transportation Discount车费折扣车费折扣:1.Transportation discount can be given by Chief Concierge/Assistant Manager/Sales Manager wi76、th 10%off of the rack rate;and Director Of Sales&Marketing/Director Of Sales,Front Office Manager/AFOM can give 20%off of the rack rate;above that,it must be approved by General Manager/Deputy General Manager,and EAM IC Rooms.酒店礼宾司/大堂经理/销售部经理可给予酒店车价全价九折优惠，市场盈销总监/销售总监/前厅部经理/前厅部副经理可给予酒店车价全价八折优惠，超过以上优惠77、折扣需经过总经理/副总经理/房屋总监批准同意。2.Chief Concierge and Assistant Manager are authorized to approve the normal car upgrade due to unavailability or special request.酒店礼宾司/大堂经理有权根据车辆安排情况或特殊需要给车辆升级。3.With the exception of complimentary car arrangement,can only be approved by General Manager/Deputy General Manager78、,and EAM IC Rooms.特殊情况免费车辆安排，需经过总经理/副总经理/房屋总监先批准同意。17 4.Hotel internal staff is entitled to have 30%off of the rack rate according to availability.Advance booking with department head approval is requested for the employee rate.酒店员工可根据酒店车辆安排情况享受全价七折优惠，员工价必须提前预定并经部门总监同意后方可。Limousine unavailable at ai79、rport机场无车机场无车 1.If a guest has booked a limousine and for some reason the limousine is not at airport on guest arrival the following procedure applies:如果由于某种原因，客人订的车辆未能在客人要求接机的时间到达机场时，需采用以下程序：Must apologized for the inconvenience caused to guest.必须为导致客人不便道歉。Get the guests contact cell phone number,a80、dvise the guest we will call back for arrangement within 3 minutes.向客人询要联系电话并建议客人我们将在3分钟内与客人确认车辆安排。Chief concierge must be informed about the case。礼宾司必须被通知以上情况。2.For the guest at ShenZhen airport,advised the guest we will send a limousine to pick him up in about 30 minutes.If the guest could not acc81、ept,advise the guest to take a taxi from the airport and get the taxi plate number from guest.For the guest at Hong Kong airport,advise the guest to take the Contracted Bus company or wait for the Contract Hire Car Company for picking up.如客人在深圳机场，我们将建议客人在30分钟左右安排车辆到机场接客人。如客人不接受，建议客人乘出租车并得知客人出租车车牌号。如82、客人在香港机场，建议客人乘坐香港至酒店协约大巴或等候酒店协约租车公司车辆接送。3.Chief concierge must be available upon guests arrival at the hotel main entrance and extend VIP registration 礼宾司必须于酒店大门提前等候客人并按贵宾待遇办理登记手续。18 REF NO.:Rooms/FO Con.-002 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Picking Up And Sending Off Handling COMMUNICA83、TED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To meet guests satisfaction by providing an efficient an efficient welcome and farewell at the Airport.Objective目的目的:在机场为客人提供有效率的欢迎及送行以达客人满意的目的。It is the policy of the Crowne Plaza Shenzhen that every arrival/departure guest who util84、izes hotels limousine service must be handled in an effective and efficient way with minimal hassle.Policy政策政策：深圳威尼斯酒店的政策是，应以快速、有效的方式为抵达或离店的客人提供用车服务，并力求为他们提供最大方便。Arriving GuestsHotel driver Procedures程序程序：抵达客人酒店司机 1.Hotel driver should be at the airport 10 minutes prior guests flight expected arriva85、l time.Hotel driver should reconfirm the guests flight information upon arrival at the airport.酒店司机应当在客人航班预计到达前10分钟前到达机场。司机到达机场后应再次确认客航班信息。2.Hotel driver will have the arriving guests names clearly printed on the Welcome Signboard and held in a visible manner for the guests to see at the airport pas86、senger exit.司机应将到达客人的姓名清楚地贴在欢迎牌上，在醒目位置手举此牌以便客人看见。3.Upon the guests approach,hotel driver should re-verify the guests names as the same ones on the Signboard.当客人走近时，司机应再次核实客人名字是否与欢迎牌上的名字一致。19 4.Guests may approach you because of the Crowne Plaza ShenZhen Sign,sell hotel room to guests if possible.客人可87、能因为深圳威尼斯酒店的名字而接近你.尽可能向该客人推销酒店客房.5.Once you have verified the guests names are correct.Welcome the guests and introduce yourself.在你证实客人名字正确以后,欢迎客人并作自我介绍.6.Assist the guests with their luggage to where the limousine is parking.协助客人将他们的行李运至小车的停车处.7.Open door to car for guests to take seats.Reconfirming88、 the number of guests luggage after loading luggage.为客人找开车门以便其上车就座,在装完行李后再次与客人确认行李件数。.8.Ensure all the guests bags are loaded in the trunk in a secure manner to prevent damage of falling out while being transported.确保已将客人全部行李安全地放小车的行李箱内,以防在行车途中损坏或掉落。9.Before car departing,hotel driver should call Gu89、est Service center in the hotel and advise of guests names and that they just departed from hotel.在小车离开前,司机应致电客户服务中心并告之客人姓名,以及他们刚刚从机场离开.10.On departing the airport,the driver should greet the guests and introduce himself/herself.Then offer hand towel.当离开机场时，司机应欢迎客人作自我介绍并提供毛巾。11.Advise guests of how 90、long it will take to get to hotel and offer music list to check if guests like some music along their trip.告诉客人到达酒店所需的时间,提供车载音乐单供客人选择。12.If a guest I sleeping or has his eyes closed,do not wake him to have the conversation.If the guest seems like he/she does not want to talk,do not disturb the guest91、.如果客人正在睡觉或是闭着眼睛，不要叫醒客人进行谈话，如果客人看起来他/她并不想聊天，则不要打扰客人。13.When arriving at the hotel,assist in unloading the guests luggage and report to concierge shift supervisor.当到达酒店时协助客人卸行李,并告知礼宾部当班主管已接回客人。Arriving GuestsBellman 抵达客人抵达客人行李员行李员 1.Prior to guests arrival Bellboy should stand by with trolley for limo92、usine arrival.在客人到达酒店前，行李员应准备行李推车等待车辆的到达。2.Upon limousine arrival,assist in unloading luggage from Limo on to trolley.车辆到达后，协助客人将行李从车辆上卸至行李推车上。3.Bring guests to the VIP check-in counter directly for registration.Bellman should obtain room numbers from.Lobby GRO 行李员直接将客人带至大堂贵宾接待处并从大堂客户关系主任处获得客人房号。20 93、4.Proceed to guest elevators and to guest rooms.搭乘客用电梯将客人行李送到客人房间。5.Wish guests a pleasant stay as departing the room.当离开客房时祝客人在酒店入住愉快。Departing Guest with limousine BookingConcierge 有用车预订的预计离开的客人礼宾部 1.Any guests transportation request before 10AM,the staff who take the reservation should confirm wi94、th the guest if he need a wake up call in the morning.任何每日早上10点前的客人用车预订，需询问客人次日是否需用叫醒服务。2.Guests call down to either Concierge Desk or Guest Service Center advising they are checking out.客人打电话告知礼宾部柜台或宾客服务台他们要退房。3.Concierge shift supervisor should verify if they are taking limousine to airport or ano95、ther location and ask guests for the number of their luggage.礼宾部当班主管或行李员领班应核实客人是否需要乘车到机场或另外一个地方。获取客人携带行李的数量。4.If taking limousine,Concierge shift supervisor should call a driver to have a limousine stand by for guests going to Airport.如果客人需要用车，礼宾部主管则应告诉司机为送客人到机场作好准备。5.Concierge shift supervisor shou96、ld send a Bellboy with trolley to pick up luggage.礼宾部主管应派行李员带着行李推车到客房提取行李。6.Concierge shift supervisor should verify Lanmark system if the guests have already been charged for the airport transfer.If not,complete Transportation Voucher and post to guests accounts.礼宾部主管应通过电脑查实是否客人已经支付到机场的费用。如果没有，则应填写97、此笔费用并将其计入客人帐单内。7.Inform front desk to prepare guests bill.通知前台准备客人帐单。Departing Guest with Limousine BookingBellman 有用车预订的预计离开的客人行李员 1.Upon notification of luggage pick-up Bellboy proceed directly to guest rooms via guest elevators.接到行李运送通知后，行李员应立即搭乘客梯到达客人房间。2.Knock on door.敲门。3.Load luggage on to ca98、rt in a safe manner.将行李 安全地卸至行李车内。21 4.Verify with guests of the number of luggage.与客人核实行李的数量。5.Take Baggage down and load into limousine,stand by until guests arrival and verify with guests of the number of luggage again.将行李送至车辆并放妥于车尾箱中，等客人到达后再次与客人确认行李件数。6.Thank guests for staying in the Crowne Pla99、za Shenzhen and wish guest to have a nice trip.感谢客人入住深圳威尼斯酒店，并祝愿客人旅途愉快。Departing Guest with Limousine BookingDriver 有用车预订的客人离开酒店有用车预订的客人离开酒店司机司机 1.The driver should park the limousine at hotel main entrance 10 minutes prior guests requested time.Driver should get detailed information from concierge 100、shift supervisor include airport terminal and guests flight departure time.司机应在客人预订出发时间10分钟前将酒店车辆停放于酒店正门上客区.司机应提起从礼宾部当班主管处得知客人航班信息及所送客人机场楼位（A楼或B楼）。2.The driver should reconfirm the newspaper and mineral water in the limousine has been renewed or not.司机应在次确认车辆内报纸和矿泉水是否准备妥当。3.The driver should welcome101、 the guests and greet guests by name when the concierge shift supervisor or the lobby GRO escorting guest to the limousine.宾部当班主管或大堂客户关系主任带领客人上车时司机应该主动与客人打招。4.Advise guests how long it will take to get to airport.告诉客人到机场需要花多长时间。5.Upon arrival at Airport assist in unloading the guests luggage and rec102、onfirm the number of guests luggage.Try to help guests to get luggage cart and direct guests flight check-in counter if possible.到达机场后帮助客人卸行李并再次确认行李件数。如有可能尽可能地帮助客人取得行李车及指引办理客人登机手续柜台。6.Driver should thank guests for staying in the Crowne Plaza Shenzhen and say goodbye.司机应感谢客人入住深圳威尼斯酒店，并祝愿客人旅途愉快。22 RE103、F NO.:Rooms/FO Con.-003 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Room Change COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To achieve guest satisfaction and provide valuable rooms to guests.Objective目的目的:迅速地将客人的行李移入新的房间以达到客人满意。It is the policy of the Crowne Plaza 104、ShenZhen that a room change should be effected as quickly as possible.In case of a upgrade due to guest booking type unavailable,every effort should be made to keep the guest on the same floor for convenience purpose Policy政策政策：深圳威尼斯酒店的政策是，换房应该尽可能快的实行。当客人预订房间不能安排而必须进行升级时，为客人方便应竭力保障客人住在同一楼层。Upon rece105、iving varbal notification of room change from Front Desk,the concierge shift supervisor will assign a bellboy with trolley and get key cards from Front Desk:Procedures程序程序：礼宾部当班主管收到前台的口头换房通知后，应安排行李员带着行李车到前台领取房门钥匙。Guest not in the room客人不在房客人不在房：1.If guests are not prseent a security staff must accom106、pany the bellboy.如果客人不在房，行李员必须有保安员陪同。2.After the items are packed,the bellboy and security staff should move the guest luggage to the new room together.在收拾物品后，行李员应和保安员一起将物品依入新房间。3.upon placing the items in the new room,the bellboy should try and put them back in the same location as they were in the107、 other room.The security staff is to be present during this process until the bellboy leaves the room.在新房间内摆放客人物品时，行李员应尽力将相关物品摆放与原房间相同位置。在此过程23 中，保安员将陪同之至行李员离开房间。4.The bellboy will advise Front Deskand housekeeping when the room change is completed.房间更换完毕后，行李员应及时通知前台和客房部。5.The bellboy should note th108、e room change on the bellboy movement control sheet.He need to note the security staffs name also.行李员应将所有细节包括保安员姓名记录在行李员动向记录本上。Guest in the room客人在房客人在房：1.The bellboy will knock on the door and announce himself upon arrival.在到达后敲门并自报部门。2.Bellboy will greet the guests and advise that he is here to ch109、ange guests to another room.行李员应与客人打招呼并告知他是来帮助客人换房的。3.Place luggage carefully on trolley and confirm the piece of luggage with guest.小心将行李放在行李车上并与客人确认行李件数。4.Bellboy should remind guests to check the room,wardrobe and safe etc.行李员应提醒客人检查房间/衣柜/保险柜等。5.Upon arrival to the new room,assist guests with bel110、ongings and handover new key cards with the key card holder and ask guests for the previous room key.到达新房间后，协助客人搬运所带物品。将新钥匙及房卡交给客人，并向客人要回原来房间钥匙。6.Bellboy will check with guests if there is anything elsie we can assist,such as:send laundry,etc.Also if different room type reintroduce the room type to 111、the guest if necessary.查看客人是否有别的什么需要帮忙的的事情（如：送洗衣等，同时，有必要时向客人介绍所换房间内设施）。7.Bellboy will bring back the guests previous room key to front desk.He will advise the front desk once room change is completed.房间更换完毕后，行李员应及时将远房间钥匙归还到前台并通知客房部。8.Bellboy should note down the room change on the Bellboy Movement C112、ontrol Sheet.行李员应将所有细节记录在行李员动向记录本上。24 REF NO.:Rooms/FO Con.-004 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Check In and Check Out Luggage Procedure COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To achieve an expectation of guests,of what service should be provided.O113、bjective目的目的: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.It is the policy of the Crowne plaza hotel that all guests are offered a warm.friendly,and efficient luggage handling service.Policy政策政策：威尼斯酒店的政策是，确保所有客人均得到热情、友好、高效的行李处理服务。Procedures程序程序：Check-In 入住入住 1.Door girl will stand by the hotel main entrance a114、nd help the bellboy unload luggage from vehicles 门迎将在酒店的主要入并帮助行李员从车辆上卸下行李。2.Bellboy is to ensure that all luggage are removed from vehicles and verify the total number of pieces with the guest the total amount of luggage received.And if there is any fragile item that needs special care.Identify if g115、uest have booked a room on CPC floor or normal floor and lead the guest to Reception or CPC check in counter.行李员应确保已将所有行李从车上搬下和客人确认所收到行李的总数，如果有易碎物品需特别留意,并询问客人订房是在普通楼层或行政楼层并带客人到相应的接待台登记入住。3.Bellboy will load the guests luggage onto Luggage Carts(depending on the amount and weight of the luggage,the B116、ellboy should try to hand carry light luggage)and the luggage tags on each individual piece of luggage.行李员将客人的行李装到行李车上（依据行李数量及重量，行李员应该尽量用手提轻的行李），并将行李标签附在每件单独的行李上。25 4.Bellboy will take luggage and stand parallel and 2 meter behind the guests at reception counter.在接待处，行李员带着行李站在与客人平行后方的2米处。5.Bellboy w117、ill stand with hands loosely clasped behind his back,standing at attention and facing the reception counter.行李员应双手相叠自然背后，面向前台保持正站姿。6.Upon completion of check-in the Front Desk will inform the Bellboy of the guests room numbers,bellboy may escort the guests to the room in the same elevator.While esco118、rting guest to the room,use this time to acquaint him/her with the hotel facilities and services,selling the restaurant,lounges and other in-house facilities.In front of the elevator,press the elevator and keep the door open to let guest go in.在办理完入住手续后，接待员将告诉行李员客人房号，行李员可陪同乘同一电梯送客人到房间.并在陪同客人去房间时，要利用119、这段时间使客人了解酒店的设施和服务，推销酒店的餐厅，酒吧，游泳池和其他的酒店内部设施。到达电梯门口,打开电梯并保持打开请客人先进电梯.7.Bellboy should advise the guest go to room first if it was not convenient.Upon arrival of the guests room Bellboy will first knock on the guest room door and wait for an answer 在客人不方便时行李员应建议客人先上房间。到达客人房间时，行李员应先敲客房门并等待回答。8.When the 120、guest opens the door,the Bellboy will say“Bell service,Mr/Ms-”if he knows the guest name or“Sir/Madam”and then take the luggage into the room and place the suitcase on the luggage rack,for hand carry luggage like clothes,lap top,etc.,the Bellman will ask the guest where she/he would like to put thes121、e luggage.Reconfirm the amount of luggage 当客人打开房门时，如果行李员知道客人姓名，行李员应说“先生/女士，行李服务”，如果不知道客人的姓名，应说“先生/女士，您的行李”，然后将行李送入客人房间并将手提箱摆放在行李架上。对于手提出来的行李，如衣服，手提电脑等，行李员应问询客人，他/她想把这些行李放在哪里？再次确认行李件数。9.Introducing the room facilities if it is necessary.向客人介绍房间设施如果客人需要。10.After luggage delivery and farewell the guest122、,face to guest and back off 3 steps,close the door lightly and return to lobby via elevator.放好行李并和客人道别后,面对客人后退3步,轻轻的关上房门坐电梯回去.11.Bellboy will then note the room numbers,time of going up to the rooms and thenc sign the luggage Bellboy movement control Sheet.行李员应告知礼宾部领班房号、上行李时间，并在行李运送记录上签字。V.I.P.ARRIV123、AL 1.The Concierge shift supervisor will obtain correct room number in advance which the VIP will check-in.礼宾部当班主管会提前取得将办理入住手续的贵宾正确房号 2.In some occasion,a guest elevator will be blocked off and will be attended by a Bellboy to serve the guests to their floor.在一些场合，客人的电梯将会被锁住并且由一名行李员照顾着，为客人到他们的楼层而服26124、 务。3.Bellboy should wait for the Guest Relation Office Manager/Guest relation officer to complete the room introduction and escorting procedure before entering the room 行李员应等待在客户关系经理/主任作完房间介绍和陪同程序后方可进入客人房间.NOTE 注意：注意：1 If the guest have some comments or other request,please follow up right away,info125、rm Assistant Manager if necessary.如果客人还有其他方面要求,要立刻解决.如需要通知大堂经理。2 Bellman should not wait or solicit for any gratuities from guests.行李同不应等待或向客人索要小费。3 Luggage is to be delivered to the room within 5 minutes upon completion of guests registrations.行李必须在客人完成登记手续后，5分钟内由行李员送到客房。4 If you need deliver sever126、al FIT guests luggage at the same time,you do not need escort guest to their room,after guest enter their room,you should knock their door and say“Bell service”for their luggage delivery.如果需要同时送几个客人行李,不需要陪客人上房间,在客人进房间后行李员需要敲房门并说”行李服务”Check-out 退房退房 1.Upon receiving a call either from guest or collea127、gue for picking up luggage,The shift supervisor will immediately send a Bellboy up to the guest rooms with luggage trolley if necessary 在接到客人或同事的行李运送要求后，当班主管应立即派行李员带相应行李车到客人房间。2.The shift supervisor will record the guests room number and the time of the pick-up request on the Bellboy Movement Contro128、l Sheet 当班主管将在行李员动向记录本记录客人房号和要求行李提取时间。3.Bellboy will knock on the guest room door and wait for a reply,when the guest opens the door,the Bellman will greet the guest then say“Bell service Mr/Ms-”,then load the luggage onto a Luggage cart.Bellboy should confirm the pieces of guests luggage and offer 129、the luggage claim tag to guest.行李员将敲客人房门并等候回答。当客人开门时，行李员应问候客人并说“-先生/女士,行李服务”，然后将行李放到行李车上。在与客人确认行李件数后。行李员应给客人行李牌。4.If the guest has already left the room,then the Bellboy will request a room attendant to open the door and pick up the luggage 如果客人已经离开房间，行李员则应要求客房服务员开门并将行李取出。5.Luggage will be stored be130、hind the concierge counter until the guest has checked out and claim the luggage back by the claim tag.行李将被存放在礼宾台后直到客人退房并以行李寄存牌提取行李。6.The luggage will be released after verification of guests luggage claim tag.The Bellboy will take luggage from the concierge counter,ask the guest to verify pieces an131、d then take luggage to vehicle.行李员凭客人行李寄存牌将从礼宾台后取出行李，并请客人核对行李件数，然后将行李放27 上车。7.Bid farewell to the guest in a friendly and professional manner.以一种友好地、专业地方式与客人告别 NOTE 注意：注意：5 If the guest is leaving in a short while,place the luggage behind the concierge counter and chain up together if more than one 132、piece.如果客人一会将退房离开，把行李放在行李台后面.如果行李超过一件，就把它们系在一起。6 Check with Concierge desk if the guest has a hotel limousine arranged.If not,confirm with the guest what he/she would like to arrange as departure transfer and the destination.检查一下是否客人有酒店轿车的安排,如果没有，和客人确认一下他（她）想要安排什么作为离店的交通工具到达目的地.Hold For C/I Luggage 133、暂存行李暂存行李 1.If the rooms for the guest are unavailable upon guests arrival the Bellman will hold the luggage(with guests approval)until the rooms are ready for check-in 如果由于某种原因，到客人到达时，仍无法得到入住房间，行李员将帮助客人保存行李（得到客人同意），直到为其安排的房间已经准备好时。2.The luggage is to be held in the luggage storeroom and identified b134、y a luggage tag with the guests names and noted,“Hold for check-in”.行李将被存在行李房内，并在行李标签上标明客人姓名及注明“入住保存”。3.The concierge shift supervisor should put“Please call concierge upon C/I for the Hold For C/I Luggage.Tag No:#.in the Lanmark remarks of guests reservation then wait for advice from the Front Desk135、 on the time of delivery and the guests room numbers.礼宾部当班主管将“请入住时通知礼宾部，客人暂存行李牌号：#。”放入客人电脑预订备注中并等待前台运送行李的通知及客人房号。4.Luggage will then be promptly delivered 行李将被迅速地运送。NOTE 注意注意:7 Bellboy should be flexible and assist the guests should they wish to unpack certain items while waiting for their rooms to 136、be ready,A space should be made available in the luggage storeroom for this purpose.如果客人在等候入住房间的准备时想要打开某些物品，行李员则应灵活协助客人。行李房内应具有为此目的而准备的空间。8 Guests are not encouraged to open suitcases in the lobby area.不鼓励客人在大堂打开提箱。9 Special attention must be paid to luggage with“Fragile Stickers”to avoid breakage.2137、8 特别注意贴有“易碎标签”的行李，以防打碎。29 REF NO.:Rooms/FO Con.-005 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Luggage Room and Storage Procedure COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To safeguard of guests luggage with convenience to guests.Objective 目的目的:确保在任何时间客人的行李均被安全可138、靠地保管。It is the policy of the Crowne Plaza Shenzhen that no guest or staffs are allowed to enter Luggage Storage Room except for the specified staff.Policy政策政策；深圳威尼斯酒店的政策是，除了特许的员工可以进入行李房外，客人和其他员工均不准进入行李房。1.Luggage storage service is for hotel guests only.Procedures程序程序:行李寄存服务只对酒店客人提供。2.Luggage storag139、e will not take any alive creature for storage.No food or fruit is allowed in the storage room for over night.The article with unpleasant smell could not be accepted for storage.行李寄存服务不接受任何生物寄存服务。食品和水果寄存不能过夜。行李寄存服务同时也不接受有着不爽气味物品寄存。3.The following staff are allowed to enter Luggage Storage Room:Front140、 Office Manager/Assistant Front Office Manager,Concierge staff and Hotel Management.以下人员可以进入行李房：前台经理、前台副经理、礼宾部服务人员、酒店管理层。4.Smoking or food is strictly prohibited in the Luggage Storage Room.禁止在行李房内抽烟或者吃东西。5.The luggage Storage Room must be kept clean and tidy at all time by Concierge staff.The stora141、ge room should be general cleaned on each Friday by all morning shift duty 30 staffs.礼宾部员工须保持行李房干净及整洁。每个星期五早班当班员工必须彻底清洁行李房。6.The Luggage Storage Room must remain locked at all times.行李房必须随时保持锁闭状态。7.The Bellboy on night duty is responsible for ensuring that the Luggage Storage Room is thoroughly clea142、ned.夜班行李员负责确保行李房的彻底清洁。8.The Bellboy on night duty is also responsible for conducting a check on all items stored and items stored must tally with all the Luggage Storage Records.夜班行李员负责保留检查行李存放记录是否与所存的物品相吻合。9.The Chief Concierge is responsible for maintaining an accurate record of luggage storage.礼宾143、部经理负责保持正确的行李存放记录。10.All clothing such as overcoat,fur coat,coat,jacket etc for storage whether short or long term must be covered with a laundry bag cover and hung up.所有存放的衣物如外套大衣、毛皮大衣、外套夹克衫等，无论长期或短期均应套上洗衣袋并将其挂起。9 Upon guests requesting for luggage storage Bellboy should verify the guests names,room144、 numbers and the number of luggage with guest.客人要求存放时行李员核实客人的姓名，房间号码，以及客人的行李数量。10 Bellboy should confirm with the guest for the valuable or fragile articles storage and remind the guest to note conditions on the reverse side of luggage claim tag.Should put the Fragile Sticker on the breakable articl145、e if they guest take the conditions.行李员应与客人确认有无贵重物品及易碎品寄存并提醒客人参阅行李寄存牌背面注意事项。如客人接受行李寄存事项，行李员应在易碎物品上贴上易碎提醒不干胶贴。12 Then bellboy will write down guest name,room number，date and time of storage and guests contact phone number or E-Mail address and his initial on the 2-fold Luggage Storage Tags,then ask g146、uest to sign for confirming.然后行李员将在二联的行李认领牌上写下客人的姓名，房间号码，行李存放日期，客人联系电话以及让客人的签名确认。13 Bellboy will tear the 2nd fold to guest and advise guest to present these tags upon claiming of his luggage.行李员将撕下行李认领牌，直到他取他的行李。14 Bellboy will tie the 1st fold of the Luggage Tags to guests luggage and take the lug147、gage to the Storage.Use luggage strings to bind the luggage if necessary.行李员将把行李认领牌的第一联系在行李上并将行李存放在行李房内。如果需要,用行李绳把多的行李系在一起.15 Bellboy will fill Luggage Control Sheet。行李员将填写行李寄存登记表。16 Concierge supervisor shift hand over should carefully check all the storage luggage 31 according to the luggage stora148、ge record and update the record.礼宾部主管在交接班时要非常仔细根据行李寄存记录表仔细的检查客人存在行李房的行李并及时更新。Deposited Article Over 6 Months/超过超过6个月寄存物品。个月寄存物品。1.The hotel has right to handle the deposited article which is over 6 months according to hotel policy if no special arrangement has been made with.如果没有任何通知和安排，酒店有权处理超过六个月寄149、存物品。2.Chief concierge should submit the monthly summary to the department head for the deposited article that has been kept in the concierge storage room unclaimed over 6 months.礼宾司需每月上交一份超过6个月行李寄存报表至前厅经理处。3.Chief concierge should try to contact guest first to get the instruction from guest.For the 150、article we could not get contacted with guest,chief concierge should check the unclaimed items together with security staff and record the detailed information.礼宾部将尽量联系客人并请求客人处理方式，对于无法联系上客人的超期寄存物品，礼宾司将与保卫部员工共同检查超期行李并详细记录行李内物品。4.Chief concierge could only have the right to handle the deposited articl151、e after hotel management approval.礼宾司只有在酒店管理层同意后才有权处理超期寄存行李。32 REF NO.:Rooms/FO Con.-006 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Newspaper Delivery COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To achieve guests satisfaction and it is a feature of hotel services.152、Objective目的目的:确保准确，快速地 分发报纸以赢得客人的满意。It is the policy of the Crowne Plaza ShenZhen to provide in-house guests daily newspapers as soon as possible.Policy政策政策：深圳威尼斯酒店的政策是，向住店客人尽快提供当日报纸。Procedures程序程序:1.Upon arrival of newspapers to the hotel from Postman,Door girl will record the number of copies rece153、ived of each kind on the Newspaper Control Sheet.当邮递员把报纸送达酒店时，门童要在报纸分发登记表上记录下每种报纸的份数。2.Concierge shift supervisor will print out an In-house Guest List and Expected Arrival List for the day from computer for counting total quantities of newspapers required.礼宾部主管将打印一份住店客人表和一份客抵达表，以便计算报纸的需求份数。3.Concie154、rge supervisor should prepare the newspaper for floor attendant according to guest list and have bellboys sent to floors with guest list before 9:00AM daily.Floor attendant should sign for receiving.礼宾部主管将根据客人信息准备报纸并安排行李员于每日9：00前将报纸和报纸分送表送到楼层客房员工处,并让楼层客房员工签收。4.Floor attendant will distribute the new155、spapers according to In-house Guest List of the day by 11:00AM。Each floor will have 10 pieces extra for those Expected Arrival and Walk-In guest.楼层客房员工根据住店客人的表来分发报纸，报纸分发必须在上午11时以前完成。每个楼层将有 额外10报纸准备给散客和预计到达客人。33 5.Concierge shift supervisor will then allocate newspapers based on nationality of VIPs,C156、lub Floor guests,long staying guests and guest with special request in computer.The supervisor should have the bellboy sent those newspapers out before 11:00AM in the newspaper bag.HSKP should be informed about those room numbers.礼宾部主管要根据已到贵宾，行政楼层客人，长住客，及显示在电脑记录中客人的喜好来分发。这些报纸行李员必须把报纸装于报袋内于上午11时以前送到客157、人房间。客房部需被通知到以上房号。6.For arrivals with room numbers assigned,newspapers will be sent to the rooms by room attendant prior to guests check-In.对于未到达但已分好房间的客人，楼层客房员工应该在客人入住之前将报纸送到客人房间.7.For arrivals without room numbers assigned,walk-ins,newspapers will be sent to the rooms right after guests check-in by158、 room attendant right away.对于刚刚入住的散客，楼层客房员工应在客人入住后马上将报纸送到客人房间。8.For extensions,HSKP should be informed for sending newspapers to the rooms upon notification.Guest relation officer must provide an due out room list to HSKP Office daily by 14:00.对于续住的客人，客房部应及时被通知到再把报纸送到客人的房间。每天，客户关系主任应在下午14时以前提供给客房部一份159、预退房间的清单。9.Any“Do Not Disturb.”Room,the newspaper should be put in the newspaper bag and hanged on the door knob by room attendant.任何“请勿打扰”房间，楼层客房员工应将报纸装于报袋中并挂于客房门把上。10.Chinese,Guest from Hong Kong and Taiwan is entitled to have one copy of ShenZhen Local Daily in room free of charge.Any guests from 160、other country will be entitled to have one copy of China Daily in room free of charge.中国，香港及台湾住店客人每个房间可免费享受一份深圳特区报，其余地区客人每个房间均可免费享受一份英文版中国日报。11.VIPs,Club Floor guests,long staying guests and deluxe suite room guests may have special request for one copy from the below newspaper during their stay:Sou161、th China Morning Post,USA Today and International Herald Tribune.Other guests request for those newspapers will be charged RMB25.00/piece.贵宾，行政楼层客人，长住客及豪华套房客人入住其间可特殊免费要求一份下列报纸：南华早报，今日美国，国际先驱报。其余客人需求以上报纸将收于人民币25。00元每份。12.Concierge should be informed to handle right away if guest has any special reque162、st for newspaper.如果客人有任何特殊报纸要求，礼宾部必须被立即通知解决。Remarks/备附备附:Guest Use newspaper Summary:对客服务报纸总表：种类种类 Total Pieces 总份数总份数 Chinese Newspaper/中文报纸中文报纸 360 34 Shenzhen Local Daily/深圳特区报深圳特区报 200 Shenzhen Business Daily/深圳商报深圳商报 100 Shenzhen Evening Daily/深圳晚报深圳晚报 20 Southern City Daily/南方都市报南方都市报 40 Engli163、sh Newspaper/英文报纸英文报纸 200 Shenzhen Daily/深圳日报深圳日报 20 China Daily/中国日报中国日报 130 South China Morning Post/南华早报南华早报 30 USA Today/今日美国今日美国 10 International Herald Tribune/国际先驱报国际先驱报 10 35 REF NO.:Rooms/FO Con.-010 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Guests Mail/Parcel/Package COMMUNICATED TO:A164、ll Department Heads PREPARED BY:David Yang APPROVED BY:FOM To achieve satisfaction and to provide convenience of guest.Objective目的目的:向客人提供包裹，信件和快递包裹的方便服务，以达到客人满意。It is the policy of the Crowne Plaza ShenZhen that the Concierge Desk will handle storage,and delivery of all guest parcels,mail and couri165、er packages Policy政政策策：深圳威尼斯酒店的政策是，礼宾部的人员负责处理/保存所有客人的包裹,信件和快递包裹.1.Upon receipt of all parcels,mail&courier packages,Bellboy must register on the Mail,Parcel&Package Control Sheet the items received.Procedures程序程序:收到包裹，信件和快递包裹后，行李员应该将收到物品记录在信件，包裹，和快递包裹寄存登记表上。2.For courier packages,Bellboy must check 166、the in house guest list and/or the futrue arrivals before signing for receipt.If guest names are not in the captioned record,guesthistory will be traced.Both record are negative,Bellboy must advise the messenger and does not keep the packages.Bellboy must also consult Front Desk/Reservation if unabl167、e to find guest name as there maybe a differert name or spelling.有关快递包裹，行李员在签字接收之前，必须检查住店客人名单或者是将要到达的客人名单。如果两种情况均未查到，则应查阅客人入住的历史资料。同时礼宾部还应向前台/预定部查询以免客人用其别名或其姓名拼写有误。如果以上均无从查找，行李员必须告诉邮递员并且不要接受此包裹。3.The Shift supervisor will leave message through Lanmark message system for informing guests after receiv168、ing their mail/parcels/courier packages.The guest will be advised immediately when the item arrived at the Hotel.在收到客人的包裹，信件和快递包裹后，当班主管应在酒店留言系统通知客人。当收到客36 人的邮件时，客人应立即得到通知。4.Bellboy will ask the guests to sign upon receiving of the item.行李员将要求客人在物品接收单上签名。5.If the guest are unavailable or yet to arriv169、e,Concierge supervisor should leave message“Please call concierge upon C/I for guests mail.Kept at Hold for Pick Up Item Area.”to advise the guests of the item being stored by the Concierge.All arriving guests will be given their items as they check in.如果客人不在或者是未到达，礼宾部主管应在电脑里留言客人有物品存放在礼宾部物品转交区。当客人入住170、时，所有到达客人均将得到他们的提前邮到的物品。6.If there is any fragile items,valuable items or any queries on handling the parcel,Concierge supervisor should consult with Chief concierge.如果有任何易碎物品，贵重物品或者是在处理该包裹时有疑问时，礼宾部主管应咨询礼宾司。7.Concierge shift supervisor should call the concerned sales manager if we received big mails 171、for the meeting event.The concerned manager should find a place for keeping the mails and inform the guest.若收到宴会客人大件包裹，礼宾部当班主管应及时通知相关销售部经理领取并安置区域存放包裹。销售部经理应通知客人相关信息。8.All mails should be emptied from the Hold For Pick Up Area with the daily newspaper at 9:00AM.所有邮件必须于当日上午9时同报纸一同清空。37 REF NO.:Rooms/F172、O Con.-011 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Stacking Of Luggage on Cart COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To ensure a consistent and high standard for handling guest luggage at all times.Objective目的目的:确保在任何时候都可以统一，高效的标准来处理客人的行李。It is the policy173、 of the Crowne Plaza ShenZhen to place luggage on a trolley so that no luggage will be damaged or placed in an unsuitable position at any time.Policy政策政策：深圳威尼斯酒店的政策是，将行李放在行李车上，确保行李不会被损坏或放在不合适的位置。1.In case of heavy luggage,bellboy should place it on the base of the trolley and ensure that luggage is 174、secured at all times.Procedures程序：程序：将重行李摆放行李底部，以确保行李随时都安全。2.Bellboy should not place luggage on the trolley if it obstructs the view and place pressure on the trolley or bellboy.行李员在摆放行李时不宜让行李挡住视线，亦不宜太多或太重而需要人力支撑。3.Bellboy should be aware of fragile or breakable items and treat with care.Hand carry175、 those items such as laptop,etc.As much as possible.行李员应该注意易碎物品并小心处理。尽量用手提此类物品如手提电脑等。4.Bellboy should place hanging items on the racks provided.行李员应将悬挂物品挂在行李车的架子上。5.Bellboy should be conscious of walls door etc.行李员应当心墙，门等。6.If the luggage cart with luggage is too heavy,bellboy should ask the other c176、olleagues to help when entering elevator.在进入电梯的时候，如果装行李的行李车太重。行李员可以请求别的同事给予帮助。38 7.Bellboy should never attempt to lift thet is very heavy,ask for assistance from colleague if necessary.如果行李太重，行李员不要试图自行搬运。如有需要可请求别的同事帮助。39 REF NO.:Rooms/FO Con.-012 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Group177、 Luggage Handling COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To establish a consistent and high standard for handling group luggage at all times.Objective目的目的:确保一个随时处理团队行李的统一标准。It is the policy of the Crowne Plaza ShenZhen to ensure the group luggage is tagged and de178、livered in an efficient and timely manner to the correct rooms with care.Policy政策政策：深圳威尼斯酒店的政策是，确保团队行李上都有标签并以有效，及时的方式将行李完好无损地送至正确的房间。1.Upon group arrival at the hotel,door girl should inform Front Desk.Procedures程序：程序：当团队到达酒店时，门迎应通知前台。2.Bellboy will unload luggage from truck or coach carefully to gr179、oup luggage area at the main entrance and tag it immediately.行李员须小心地从车辆伤将行李卸至大门旁团队行李区并立即挂上行李牌。3.Bellboy will count total number of pieces and ask the Tour Leader to sign acknowledgement on the Group Luggage Record.行李员清点收到的行李总件数，并要求领队在到达记录伤签字认可。4.Bellboy should note down the group luggage Van number.180、行李员应记下团队行李车号码。5.If any luggage is found damaged.The shift supervisor will inform the Tour Leader at once,as the hotel does not bear any responsibility.Tour Leader should note the damage on the Group Luggage Record.如果发现行李有任何损坏，当班主管应立即通知团队领队，从而令酒店不必承担任何责任。团队领队应在团队行李表上注明行李损坏情况。40 6.Bellboy will tie lug181、gage tag on each piece of luggage and will note down room numbers according to the rooming list.行李员将在每件行李伤挂上行李标签，有房号时应注明房号。7.In any event if a name not on the rooming list,the shift supervisor should report to Tour leader for the instruction.如果发生难以辨认或无姓名行李时，请立即汇报给团队领队并等待指示。8.Bellboy will send all lu182、ggage to guest s rooms as soon as possible and note down the number of luggage to each room.立即安排行李员将所有行李送到客人房间。行李员并在送行李时登记每间房间行李数。9.If some guests prefer to carry their own luggage,bellboy must check their passport against rooming list or check with the Tour Leader for security reason and record det183、ails and number of pieces on the Group Luggage Record.如果客人愿意自行拿行李，为安全起见，应确保看到他们的房卡或证件，并在团队行李登记表上记录下细节及行李数量并通过团队名单确认客人。10.Bellboy must report any special cases or incidents to Chief concierge or Assistant Manager。任何特殊情况或事件，行李员都应向礼宾司或大堂经理及时汇报。41 REF NO.:Rooms/FO Con.-013 EFFECTIVE DATE:May.01.2005 NO.184、PAGES:15 SUBJECT:Hold For Pick Up Item COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To avoid confusion as to the whereabouts of the items.Ensure that items are securely stored and Ensure that a proper control and proper records are maintained.Objective目的目的:避免物品转交过程中产生混185、乱,确保转交物品的安全及正确的控制和正确物品转交记录。It is the policy of the Crowne Plaza ShenZhen that the items are to be kept for pick up are to be securely stored and proper records must be maintained.Policy政策政策：深圳威尼斯酒店的政策是，客人的转交物品以一种适当而且有效的方式被送到收取客人，并且要保持做好恰当的记录。Procedures程序：程序：1.All Hold For Pick Up Item could not be s186、ent to guests room directly without in house guests approval.没有住店客人的允许所有转交物品不能直接送到客人房间。2.Obtain the following information from the guest:从客人那里获得以下信息：2 Room number and Guests full name客人房间号码及全名。3 Description of Articles物品名称 4 To whom谁是取物品的人 5 Telephone number of both side.双方联系电话 6 Expected collecting187、 Date预计领取日期 3.Write down the details in the Hold For Pick up form,Valuables item such as antiques,cash,jewellery,passport,cheques,airline-tickets should be handed to the A.M.desk for storage in the safe.42 填写详细的物品转交登记表。贵重的物品如古董，现金，珠宝，护照，支票机票等应放在大堂经理处保管。4.Upon collection,the bearer should be able to 188、disclose the guests name,the name of receiver or company name,then cross check with the information with the Hold For Pick up form.在转交过程中，转交方要说出收件方的姓名或公司名，要反复核对所有信息并登记在物品转交登记表上.5.If all proved correct,fill in all necessary information into every single column of the Hold For Pick Up form,such as bea189、rers name,date/time of collection and the handling clerks initial.如果所有的被证实是正确的，需要把必需的信息写到物品转交登记表上，转交方的姓名，转交时的日期和经手人签名。6.After completion the Hold For Pick Up Form,one copy should be attached to the item and the one copy should be kept in the File for guests reference.The bearer should also keep a co190、py as receipt and be noted for the remarks on the form.填写完物品转交单后，物品转交单一联应附于转交物品，一联应保留于物品转交查询档供客人查询。转交者也会保留一联做收据并提醒注意转交表上备注内容。7.Large parcels or samples should be kept in the luggage room.Frozen food item should be kept at the room service freezer.Any item which could not be kept at Hold for Pick Up 191、Item Area must be noted down the location on the form.大的或样品等应放在行李放内。如需冷冻的需要放在送餐部的冰柜里。所有不能放于物品转交区的物品必须在物品转交表上注明所放区域。8.Every Friday,the record of Hold for Pick Up should be checked with the actual Items on hand of Hold For Pick Up.Morning Shift supervisor should call the concerned guest to trace the r192、esult.每个星期五，要根据物品转交登记表核对现存的所有的转交物品。早班主管应给相应客人打电话通知客人及时领取。9.If we receive the pick up items such as envelope,we should check the seal properly,if the seal is not stick,we must be stick the seal of envelope face to the sender.如果我们收到的转交物品是包裹等，我们要检查是否密封，如果不是密封，要当着转交方的面把转交物品封好。10.The bearer must be infor193、med right away if the receiver refused to take the hold for pick up item and it must be noted on the form with is attached to the item.如领取人拒收转交物品，转交人必须立即被通知到取回物品并在随附物品转交联上注明。11.The Duty Supervisor should prepare and complete the“Hold For Pick Up Notice”message to guest room as soon as possible.当班主管要194、填写一份物品转交的留言送到客人房间。43 REF NO.:Rooms/FO Con.-014 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Paging Service COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To ensure that the proper steps are taken when paging a guest.Objective目的目的:确保找寻客人的统一标准。It is the policy of the Cro195、wne Plaza ShenZhen to ensure the group luggage is tagged and delivered in an efficient and timely manner to the correct rooms with care.Policy政策政策：深圳威尼斯酒店的政策是，确保团队行李上都有标签并以有效，及时的方式将行李完好无损地送至正确的房间。Procedures程序：程序：1.Accept the paging request 2.Politely inform the caller to hold on the line,then press 196、the HOLD button on the telephone.3.Check the information with the computer to establish whether there is any information on the location of the guest.(Check also with Concierge daily log for any information)4.Give the guests name(never disclose room number)to the Bellboy for paging.5.The bellboy sho197、uld write the guests name on the paging board by black Mark Pen.6.The Bellboy should walk through the lobby,keeping alert for the response of the paged guest.7.If the guest response to the page,the Bellboy should show the guest where to pick up the phone.8.If there is no response,the bellboy should 198、inform the caller that there has been no 44 response to the page and offer to take a message.45 REF NO.:Rooms/FO Con.-007 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Driver Rules COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To ensure a consistent and high standard o199、f driving experience with high lever of car cleanliness is provided to guests.Objective目的目的:确保司机为客人提供持续的高标准的驾驶，并给予客人状态最佳及干净的车辆。It is the policy of the Crowne Plaza Shenzhen that the following rules and regulations are applicable to the operation of hotel limos.Policy政策政策：深圳威尼斯酒店的政策是，依据遵守日常的规章制度确保车辆的200、正常运作。1 Drivers are not allowed to bring personal items,such as books,toys,etc.into car.Procedures程序程序:司机不能携带私人物品进入车内。如书，玩具等。2 The driver should daily stock the car/shuttle bus which he/she will driver following:司机在出车前应每天配备下列物品在车中 Inside the car/shuttle bus:在车厢内部的物品 3 Bottles of Mineral water 3瓶矿泉水 O201、ne piece of ShenZhen Local Daily,ShenZhen Business Daily and China daily.深圳日报，深圳商报，中国日报各一份 One copy of ShenZhen map,ShenZhen Guide 5 music CD（Hotel approved ones only）一份深圳地图，5张音乐CD（酒店允许的CD才行）Cold/hot towel for Limousine only 冷/热毛巾放于小车中 Clipboard containing Vehicle Mileage Log Book 夹有里程记录表的夹子 Guest c202、omment Card 46 宾客意见表 Hotel Brochure 酒店宣传册 Life style Crowne Plaza 威尼斯酒店双月刊 Trunk后备箱内物品后备箱内物品 1 One dry rags issued by hotel and one umbrella 由酒店配给的1块干抹布和1把雨伞 2 Storing of wet rags in trunk is not allowed due to mildew and smell they will generate.Rags Storing are to be changed by driver daily.存放与后备箱203、中的湿抹布不能产生霉菌及气味，司机应该每天更换。3 Driver should always use turn signals.司机在驾驶转弯中应该一直使用转向灯。4 Driver should not break traffic laws,otherwise it is at drivers expense.司机应该遵守交通规定，如有违反后果自负。5 At no time driver should exceed the speed of 120 kilometer per hour.驾驶中司机时速不应超过120公里每小时。6 Driver must use common courtesy 204、when driving to ensure guest s comfort.司机应运用礼貌用语以保证客人满意并感觉舒适。7 Driver is not allowed to play music while guests are in the car unless so request by the guests.当有客人在车上时司机不能播放音乐,除非是客人要求的。8 Playing of drivers own personal music is not allowed.播放司机的私人音乐也是不允许的。9 Listening to radio while guests are in the205、 car is not allowed 当有客人在车上时司机不能自己听收音机.。10.Smoking is strictly prohibited for driver in the car/shuttle bus 严禁司机在车内抽烟。11.Driver should always open door for guests to enter or exit the car.司机必须在客人上下车时把车门打开。12.Driver should stop to let guest depart from the car only in locations where it is safe for t206、he guests to get our of the car.如果客人急于下车,司机应及时阻止客人并确保开到安全地点时才让客人下车。13.Driver should complete a safety check inspection of car at beginning of your shift.Checking break lights,turn signals,head lights and windshield wipers are working correctly.Checking that all windows and door locks function correc207、tly.Check oil level in car.司机每天工作前应该完成车辆的安全检查,如检查超车灯,转向灯,车大灯,及雨刷等是否正常工作.所有的玻璃窗及门锁,以及车内油表是否正常等。47 14.Driver should ensure that the interior and exterior of the car is neat and clean 司机要确保车内车外的卫生清洁整齐。15.Drinks or consumption of alcoholic beverages are not allowed for driver while on duty.If driver are208、 too tired to drive then notify your shift supervisor accordingly.饮酒和饮含酒精的饮料对于当班的司机是不允许的,如果司机过于劳累应该通知相应主管进行合理的调配。48 REF NO.:Rooms/FO Con.-008 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Drivers Expenses COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To supervise and c209、ontrol the vehicle expenses during the transportation service.Objective目的目的:确保很好的监督及控制司机车费报销 It is the policy of the Crowne Plaza ShenZhen that every driver shall bear the small amount expenses relating the vehicle operation for the limousine service.Policy政策政策：深圳威尼斯酒店的政策是，对司机出车服务运作过程中产生的费用先作预支后再给予报210、销。1.All drivers must report to work to Concierge counter in the beginning of each shift.Procedures程序：程序：所有司机每天到岗后均应到礼宾台签到。2.At the end of the shift the driver should give any receipts(highway express fee,car parking fee,road tax fee etc)attached with transportation request form with his driver sheet211、 to Chief Driver then the Chief Driver will give them cash.在当班司机在每个星期一，他/她应将附带着用车申请单的票据（例如高速费，停车费，过桥过路费等）连同司机表一起返回给车队队长，车队队长将把现金还给司机。3.The Chief Driver will prepare Petty Cash Request Form attached with receipts to the EAM IC Rooms Secretary for EAM and FOMs review and approval daily for proceeding 212、reimbursement.每日车队队长将把附有票据的零用现金支出单交给房务总监秘书让房务总监及前厅部经理审查批准报销后，以便循环使用。4.After the approval of EAM IC Rooms and FOM,the secretary will send the Petty Cash Request Form to Finance Department for reimbursement.在房务总监及前厅部经理审批后，总监秘书会将零用现金支出单送到财务部给予报销。49 REF NO.:Rooms/FO Con.-009 EFFECTIVE DATE:May.01.2005 N213、O.PAGES:15 SUBJECT:Driver Expenses COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To ensure a clear and accurate mileage record is in place for monitoring the consumption of petrol and the usage of vehicle.Objective目的目的:确保清楚，准确的里程记录，以便监督汽油费用和车辆的使用。It is the policy of the214、 Crowne Plaza ShenZhen that each vehicle must be with a vehicle mileage log book recording the mileage and the destinations.Policy政策政策：深圳威尼斯酒店的政策是，每部车辆均须配有一本工作日志以记录行驶里程及目的地。Procedures程序程序:1.The driver must log down the following information every time when the vehicle in use:每次使用车辆后，司机必须记录如下信息：Date 215、time 日期/时间 Who use vehicle/Room No.(if he/she an in-house guest)谁使用汽车/房号（如果他/她是酒店住客）Destination 目的地 Mileage 里程 Refueling record加油记录 2.If it is an internal usage,a duly approved Transportation Request should be attached.如是内部用车，应附上已批过的用车单。3.The Vehicle Mileage Log Book must be reviewed and endorsed by216、 Driver Supervisor twice a week.车队队长必须对车辆里程日志进行每周两次的检查并签名。50 REF NO.:Rooms/FO Con.-0015 EFFECTIVE DATE:May.01.2005 NO.PAGES:15 SUBJECT:Vehicle Maintenance COMMUNICATED TO:All Department Heads PREPARED BY:David Yang APPROVED BY:FOM To supervise and control the vehicle maintenance expenses and to ensu217、re hotel vehicles are in good condition.Objective目的目的:确保很好的监督及控制车辆维修费用，确保酒店车辆良好状态。It is the policy of the Crowne Plaza ShenZhen that any hotel vehicle maintenance should be approved by hotel management with concerned form.Policy政策政策：深圳威尼斯酒店的政策是，酒店任何车辆维修保养必须以相关申请表通过酒店管理层同意。Procedures程序：程序：Hotel vehic218、le Maintenance酒店车辆维修：酒店车辆维修：1.Any hotel vehicle maintenance must be sent to the specialized contract garage.任何酒店车辆维修保养必须送到相应合约汽车专修店。2.Transportation supervisor should firstly make a request for any major car maintenance with the details as well as the quotation and submit to Chief Concierge together219、 the maintenance record of the concerned vehicle.车辆大修前车队主管应当填写申请表并附带报价及该车维修记录交与礼宾部经理。3.This request will passed to the Director of Engineer for double check&reconfirmation.申请表将交与工程部总监再次检查确认。4.Once the Director of Engineer confirms the need of the service,he should also sign on the request.工程部总监确认维修需220、求后将在申请表上签字确认。5.The signed request will then be passed to hotel Management for the final approval.51 工程部总监确认后再将申请交与酒店管理层最后决定。6.Once final approval is obtained,the transportation supervisor can proceed with the maintenance.只有酒店管理层最后决定后方可执行维修方案。7.Transportation supervisor will get the Director of Engin221、eer to have a check of the car once the maintenance is completed.Any changed parts must be broght back to Director of Engineer.车辆维修后车队主管必须让工程部总监再次检查确认维修工程。任何更换后的部件必须交于工程部总监。8.Both the transportation supervisor and the Director of Engineer will need to sign for the completion of the maintenance befor222、e the hotel pays the garage for any car repair.在酒店支付修车厂前车队主管及工程部总监需再次签名确认维修。9.For minor repair and emergency case.The transportation supervisor will need to inform the Front Office Manager or the Assistant Front Office Manager in advance.任何车辆小维修或紧急事件，车队主管必须提前通知前厅经理或前厅副经理。10.Please be guided accordin223、gly or else the hotel will not be responsible for the expanses occurred.请严格按酒店相关条理执行，否则酒店不承担产生相关费用。Hotel vehicle Cleanness酒店车辆清洁：酒店车辆清洁：1.Hotel drivers are pointed to in charge of concerned vehicle cleanness and condition.酒店司机必须指定负责相应车辆清洁和保养。2.The afternoon shift drivers should send all of vehicle f224、or cleaning according to the business situation.Any vehicle which is not been cleaned should be handed over to next shift.每日中班司机必需根据酒店车辆生意情况将所有车辆送出清洗，任何没清洗车辆必须交给下一班司机。3.The driver should make a maintenance request according to concerned vehicle mileage to transportation supervisor for approval befor225、e the vehicle was sent to garage.司机必需根据相应车辆公里数向车队主管申请车辆保养，车辆在送到相应修车厂前必须获取车队主管同意。4.The transportation supervisor must point a driver to replace the concerned work if any driver takes leave.任何司机休假，车队主管必须指定相应司机负责休假司机车辆保养和清洁。5.A general vehicle cleaning work must be carried out on every Friday.每周五酒店所有车辆226、必须进行大扫除。6.The transportation supervisor must submit a hotel vehicle maintenance record and monthly maintenance summary to Chief concierge on the 27th of each month.52 车队主管必须在每月27日上交一份车辆维修保养总报和车辆维修月报至礼部经理处。53 Acknowledge Letter From Employee 员工认可书 I _acknowledge receipt of this departmental employee 227、handbook of Crowne Plaza Shenzhen and I understand that the rules and procedures contained herein formed.I admit that department trainers had trained me,according to the handbook lists.兹收到部门员工手册，并清楚手册之内容，部门的相关培训员以按照手册给予我培训。Employees S ignature:_ _ Staff ID Number:_ _ 员工签名：员工证号码：Section/Outlet Manager:_ Date:_ 部门经理：日期：