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1、18部门 DEPARTMENTFront Office 直接上司 REPORTING TO Chief Purser职位 POSITION Asst. Chief Purser直辖下属 SUBORDINATEPurser职级 JOB LEVEL编号 REF NO.涉及部门 RELATIONSHIPS: -All Front Office Personnel -Housekeeping Personnel -F perform any assignments as delegated by him or his assistant. 9.Staffing and training program
2、 development. Ensure the personal s grooming, attitude and hygiene of the business center clerk up to hotel standard. Prepare staff duty roster to ensure adequate coverage of the occupancy of hotel. Conduct and devise training program for all employees to uplift their morale and improve their profes
3、sional skill. 10. Maintain the cleanness of the working area and involved in energy conservation.前厅部部门岗位职责说明前厅部部门岗位职责说明 FRONT OFFICE DEPT. JOB DESCRIPTION前厅部制度与程序前厅部制度与程序FRONT OFFICE POLICY while for the Express Mail and parcel, Bellboy has to return it to Concierge counter if hand over can not be d
4、one with the guest. 7. Bell Captain should leave a message to alert guest of the incoming parcel and follow up the hand over with guest at counter.FOR GUEST DUE TO ARRIVE 23. Bell Captain has to check against the computer to obtain the actual arrival date of guest. 24. If the mail / parcel is attent
5、ion to the guest with future reservation, the Bell Captains should write down on the bottom right corner of the front envelope, then put in the hold for pick-up folder with a record marked down on the control book. 25. If mail is for on-date reservation, the Bell Captain should pass to Front Desk pe
6、rsonnel and have them sign for the receipt of the guest mail.前厅部制度与程序前厅部制度与程序FRONT OFFICE POLICY For the departure transfer, the car must be ready at the pick-up point requested ten minutes before the time requested. 25. The driver should greet the guest in a professional and courteous manner and as
7、sist them with their baggage if any. 26. In the event of flight being delayed、cancelled, the duty Assistant Manager should be informed at once to advise of any further arrangement. 27. In case the guest misses the pick-up due to any unpredictable reason, the duty Assistant Manager should be called a
8、t once to be informed of the situation. AM should stand at the main entrance of the hotel before the estimate arrive time to extend apology at the spot. 28. Recovery gesture such as room upgrade, taxi charge waive off, fruit basket, etc should be taken appropriately when necessary.政策制定人 PREPARED BY审
9、批人 APPROVED BY采用日期 EFFECTIVE制度 POLICYTransportation Booking编号 REF CODE执行职位 POSITION RESPONSIBLEBellman涉及部门 DEPT. CONCERNEDF.O. Personnel All Depts目的 OBJECTIVE: The purpose of this policy is to provide our valuable guest an efficient transportation service by 前厅部制度与程序前厅部制度与程序FRONT OFFICE POLICY For t
10、he over night storage, Concierge Personnel to write down the estimate withdrawn date on the tag, and place it at the respective rack inside the overnight luggage storage room with proper record on the inventory book. 15. Temporary storage room must be vacant for inventory when evening shift hands ov
11、er to overnight shaft. 16. In the clearance of the temporary storage room, any left behind item which is supposed to be claimed back on date is considered as the left baggage. 17. Concierge Personnel should move the left luggage into the overnight storage room by placing into the respective rack wit
12、h proper record for overnight luggage inventory. 18. Concierge Personnel to restrictive the item for the overnight luggage storage room for any claim in the future, then update the inventory record.政策制定人审批人采用日期前厅部制度与程序前厅部制度与程序FRONT OFFICE POLICY & PROCEDURES576PREPARED BYAPPROVED BYEFFECTIVE制度 POLIC
13、YLost Luggage 编号 REF CODE 执行职位 POSITION RESPONSIBLEChief Concierge 涉及部门 DEPT. CONCERNEDFOM Assistant Manager F/ O Personnel目的 OBJECTIVE: This policy intends to extend the prompt response and recovery in the unpleasant experience to minimize the inconvenience for the guest and reaffirm their confiden
14、ce to the hotel service. 执行程序 PROCEDURES: 19. Bell Captain should be reported right away in the event of the baggage is unable to be located. 20. Bell Captain should persuade the guest to wait for a while at the lobby sitting area when having acknowledged of the case. 21. Bell Captain to check caref
15、ully against the luggage in and out record, then according to the feature described by the guest, to see if there is any trace for the lost luggage. 22. Bell Captain to return back the baggage to the guest if found and extend apology for keeping his/her waiting. 23. Duty Assistant Manager should be
16、called to handle once confirm the luggage is cost. 24. Assistant Manager should inquire the guest the detail about the luggage kept in concierge, and try to come out the item list which consists of the item name and value, then have the guest initialize on it. 25. Assistant Manager should arrange the Concierge personnel to do their effort to search the lost luggage, and arrange to delivery back to guest if found. 26. FOM should be advised of the process, and t
