2. Stand in the correct service posture, hold your chest and abdomen, put your hands behind your back, hold your right back with your left hand, don't lean against the wall or cabinet, don't make small moves, and don't put your hands in your pockets.
Don't talk loudly, make noise, play, sing, smoke, eat snacks, read newspapers, etc. Lobby, passageway, elevator, rest area, luggage room, etc. Don't wander around.
4. Do not answer or make personal calls while on duty (except in special circumstances approved by the supervisor).
5. Uniforms should be kept clean and tidy at work, and uniforms and personal clothes should not be placed at work.
6. No one is allowed to enter the luggage storage room after work. Close the door when you enter the baggage room and lock the door when you leave.
7. The bellboy is not allowed to walk through the cashier without permission. The recovered guest key must be returned to the receptionist immediately.
8. Take care of public property, and don't scribble, scratch, kick, fall or bump at will.
9. Adhere to the service tenet of "guests first", treat guests equally, and be equally warm and polite.
10. When talking with guests, stand upright and have a gentle attitude, start with the word please and end with the word thank you, keep polite language, speak clearly and write clearly to the guests.
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12. Ensure the safety of guests' luggage. It is forbidden to turn over guests' luggage and articles, or read books, newspapers, magazines, etc. Store or discard by guests.
13. Abide by the management regulations of newspapers and periodicals in hotels and departments, and strictly implement them; Newspapers and magazines shall not be distributed or taken away for guests to read without permission.
14. Obey the work arrangement of the lobby supervisor, department manager and assistant manager, and come back to work overtime on time when overtime is needed, and obey the work arrangement.
15. Return to your post immediately after finishing each job, and don't stay anywhere else. If you leave your post or rest place for non-work reasons, you must obtain the consent of the foreman on duty.
16. In case of special circumstances, immediately report to the shift foreman, supervisor or lobby manager.
17. Don't make noise, doze off and read newspapers and periodicals when resting in the rest area.
18. Abide by any of our staff rules. 1. When the night shift customers get off work, the supervisor/minister is responsible for guiding the customers to make food card statistics;
2. Check whether there are enough food clips and reservation cards;
3. Go to the cashier to return the remaining food cards;
4. Check the return of walkie-talkie;
5. put away the corporate signboard;
6. Turn off the TV and lights;
7. Check whether the telephone in the telephone room is put away;
8. Check whether the sanitation in this area has been tracked in place;
9. Check whether all other items are sufficient;
10. Write carefully.
1 1. Write down the reservation for the next afternoon;
12. Handover requires that the abnormal and unfinished tasks of the day be clearly written;
13. The handover standard requires a completion time of 5 minutes;
14. Ask the manager on duty before coming off work; 1. Be careful when carrying luggage, and don't throw or kick around. Don't mop the floor or carry luggage.
2. The luggage cart should be light, go in and out lightly, turn slowly, and don't bump into the wall or the door.
3. Without the consent of the foreman, the luggage of the tour group shall not be assigned to the floor without authorization, and the luggage shall not stay in the special elevator hall unless waiting for the elevator; You are not allowed to enter the guest room at any time without permission.
4. All-night employees are not allowed to sleep, walk or stick to their posts. No stools are allowed to be used in the post before/kloc-0: 00 and after 6:30.
5. Put the baggage car back to the place where it was taken out immediately after running, and arrange it in order of position.
6. Leave the lobby area to do personal luggage, group luggage, group luggage distribution, transfer rooms, go to eat, have breakfast, go to the toilet, etc. , and record the whereabouts in the bellboy service record, write down the time and what, and write down the return time after returning.
7. Every job should be registered correctly.
8. The three people on duty can take turns to rest when they are not busy, but they must take turns to rest within the specified time.
9. Pay the bellboy to change the change for the guest.
10. You should have two pairs of white gloves at work and one pair of clean gloves as a backup.
1 1. When there are no cars or guests, stand up consciously, don't make small moves, and don't chat with security guards or others.
12. Some colleagues worked overtime and didn't come out to take over, so they had to ask the bellman for help. They were not allowed to leave their posts without permission before their colleagues came out to take over.
13. Don't take the initiative to ask guests for tips. 1. Use and management of luggage room keys
(1) The key of the luggage room is kept by the bellboy on duty, and the bellboy at night is kept by the security department after work. If the luggage room key needs to be reconfigured after being damaged, it must be replaced with a new key with the bad key, and the damaged key should be returned to the department. Luggage room keys are not allowed to be copied without permission, and the application for luggage room keys needs to be reported. The luggage compartment door lock should be replaced regularly.
(2) The luggage room key used by the personnel on duty daily shall not be placed or taken away at will. The key should be collected at the designated place before use and put back at the designated place after use; Porters must carry door keys with them after taking over and before coming off work, and must not put them in drawers, desktops, etc. , shall not be arbitrarily handed over to others (including off-duty porters), and do a good job in the handover and custody of keys.
2. Luggage room management
No one is allowed to enter the baggage room unless it is necessary for work. After entering the baggage room, the door must be closed and locked when leaving. Smoking is prohibited in the luggage room, and dangerous goods such as kindling, inflammable, explosive, easy to leak and corrosive are not allowed to enter. Take good care of all facilities and equipment in the luggage room, carry out regular sanitation and cleaning, check the safety performance of fire fighting equipment and door locks, and don't play or sleep in the luggage room at work. The luggage room is only used by the concierge at the front desk, and other departments and organizations are not allowed to occupy or borrow it casually.
(1) Temporarily store the check-out baggage and check-in baggage of individual travelers, but generally do not store the individual travelers' baggage that has been picked up for a long time.
(2) The entry and exit of luggage must be registered according to regulations.
(3) Regularly clear the expired baggage (more than two months).
(4) The principle of storing luggage is to put the luggage rack first and then put it on the ground; Put it inside first, then put it outside.
(5) Check whether the luggage stored in the baggage room is consistent with the records after each shift.
(6) Every day in the middle shift, according to the records of the previous day and the morning of that day, copy the records of not picking up the luggage and check the luggage.
(7) Check the luggage tag that has been received (that is, the luggage tag of the day that has been cancelled).
(8) Establish a record table of luggage and articles entering and leaving the luggage room, and make detailed records when entering and leaving the luggage room, such as: time, personnel, times of entry and exit, name of articles (and group name), so as to register items and cancel items.
(9) Before you get the group luggage and leave the luggage room, you should first find the group handover form, check the group number and the number of luggage pieces, and then carry it away after it is confirmed. Before handing it over to the travel agency, hand it over again, check it clearly and pay attention to safety.
(10) When picking up the scattered luggage, you must find it according to the records, check the number of the luggage tag and the number of pieces of luggage, and hand it over to the guests after verification.
3. Provisions on temporary storage of luggage
(1). The luggage room of this department is responsible for keeping valuables, currency, inflammable, explosive, easy-to-leak, corrosive and radioactive articles, plants, etc.
Will not be retained.
(2) The hotel is not responsible for any damage to fragile items, such as glassware, ceramics, bottled drinks and other stored items.
(3) In principle, the luggage of hotel guests shall not be collected. 1. Luggage storage and retrieval service is limited to our hotel guests. Non-hotel guests will be charged if they leave their luggage in our hotel.
2. luggage compartment: the luggage compartment should be divided into different areas by the luggage rack, such as A.B.C ... and so on. So that when guests come to pick up their luggage, they can ensure that the staff on duty can find it easily.
3. Procedures for storing luggage:
3. 1. When a guest requests to store his luggage, he must first confirm that the guest is a hotel guest, so he must get the guest's name and room number, check it on the computer, and be sure to store it in the luggage warehouse to ensure safety.
3.2. Fill in the guest's name, room number, number of pieces of luggage, color category of luggage, date of storage and date of collection on the attached "luggage storage tag" and sign in the recipient column.
3.3. Please sign your name in the first half, which will be a check sample of your signature when you come to pick up your luggage. Never ask the guest to sign the second half.
3.4. Leave blank the "Recipient" and "Date" columns below, give them to the guest, explain to him the "Regulations" marked at the back, and tell him to sign the "Recipient" column when picking up the luggage, and the signature is the same as above before the luggage will be released.
3.5. Record the following information on the "Luggage Storage Memorandum":
-Date
-Baggage tag number
-Scheduled collection date
-Name of the guest
-Room number
-Number of pieces of luggage
-storage area
-Berman signature 1. File storage is a very important job because it provides information for all jobs. If the filing work is wrong, the consequences will be incalculable.
2. The concierge should keep all relevant guest files and hotel internal documents in time every day.
3. Information about the guests includes:
3. 1. Expected arrival table.
3.2. Bellman Service Record Form.
3.3. Group baggage delivery handover form.
3.4. Group luggage collection and publication.
3.5. Bellman Service Record Form.
3.6. Luggage storage memorandum.
3.7. Luggage tag.
3.8. Baggage claim form.
3.9. parcel notification.
3. 10. Parcels or postal parcels should be placed on the waiting list.
3. 1 1. Guest package memorandum.
3. 12. Send a letter and leave a message to sign for a copy.
3. 13. Transfer form.
3. 14. Check-in notice. 1. When the guests arrive:
1. 1. When guests arrive, welcome them first. Some guests carry hand luggage, and the driver is responsible for receiving large luggage. Take the guests to the river car parking place. If it is a shuttle bus, you can inform the driver to approach the bus and introduce your name.
1.2. Tell the guest that the vehicle is ready, briefly introduce the hotel facilities, and open the documents if necessary.
1.3. Introduce the driver's name, help the guests put away their luggage, ask the guests if their luggage is safe before boarding the bus, and ask them to count the luggage.
1.4. Please get on the bus carefully after checking your luggage. If it is a shuttle bus, you must tell the guests how long they have to leave. If it is a special car, it must be driven away at once. I sat in the seat next to the driver. After the guests are seated, they can let the driver drive and introduce the hotel facilities, local attractions, industrial and commercial areas and so on along the way.
1.5. Polite expressions for greeting guests:
Good morning, sir/madam. Welcome to Xi 'an. I am the welcome representative of Huibin Garden in Xi 'an Qujiang Hotel. My name is XX. May I have your name , please?
1.5.2 The hotel shuttle bus or bus is waiting for you. Let me take you to the shuttle bus. The bus is just ahead. May I help you with your luggage?
1.5.3 The driver's name is XX, and he will take us to the hotel, open the door to protect the roof, prevent the guests' heads from touching the doorframe, and invite them to get on the bus.
Good morning, sir/madam. Welcome to Xi 'an. I am the airport representative of Paradise Report. My name is XX. What's your name, please?
1. 5. 5 The car is ready and is parked in front. Let me lead the way. May I help you with your luggage?
1. 5. 6 This is XXX, and he will drive us back to the hotel.