酒店礼宾部制度与程序

前 厅 部 制 度 与 程 序EENINEERING DEPT. POLICY & PROCEDURE制度POLICYMailing Service编号REF CODE执行职位POSITION RESPONSIBLEBellman涉及部门DEPT.CONCERNEDF.O. PersonnelAll Depts.目的OBJECTIVE:The purpose of this policy is to accommodate to guests needs in any possible approaching.执行程序PROCEDURES:1. The Concierge personnel should weight the mail or postcard that the guest wish to mail out once receives.2. The Bell Captain should advise the guest of the postage exactly according to the standard postage list issued by the municipal post office.3. The postage be paid in cash only. Duty Assistant Manager should be contacted for any insistence of changing the postage into room account and handle in a flexible manner. 4. Bell Captain will paste the stamp on the mail / postcard accordingly and place into a Mail-out folder card.5. At 3:30pm every afternoon, the Bell Captain should delegate a concierge personnel to send out the mail into the postbox nearby.6. For any Express Mail or Parcel, Bell Captain to refer it to Business Center for handling.7. Chief Concierge should closely monitor on the replenishment of the stamp by using the given cash float.8. No any mark-up is allowed for the mailing service. Disciplinary action to be forward once forward.9. Departmental official mail can be centralized to concierge for mail out unless the circumstance of the letter is sealed and the stamp is pool pasted already.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE379制度POLICYLuggage Disposal 编号REF CODE执行职位POSITION RESPONSIBLEChief Concierge涉及部门DEPT.CONCERNEDFOMSecurity Assistant Mgr. 目的OBJECTIVE:The intention of this policy is to tightenly control on the space of the luggage storage room, to accommodate the guests need in storing their belongings. 执行程序PROCEDURES: The Luggage rack equipped in the Concierge storage room to be set up for different criteria, such as overnight, within a week, within a month and within there months. Overnight shift Bellman should adjust the storage venue based on the actual criteria when doing the luggage inventory. In accordance with the regulation stated on the luggage claim-stubs, the Chief Concierge should carry out the luggage disposal at quarter basic so as to ensure sufficient space for the daily operation. Chief Concierge to prepare a disposed luggage list, FOM, duty Assistant Manager, Chief Concierge and duty Security Supervisor to attend to the spot for luggage disposal. Assistant Manager must take picture for every disposed item. The picture should be numbered and attached to the disposed item list. Chief Concierge should put it into a special file for future reference. Assistant Manager should be called to handle for any disposed item claiming. 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE380制度POLICYHotel Internal Delivery编号REF CODE执行职位POSITION RESPONSIBLEConcierge personnel涉及部门DEPT.CONCERNEDAll Dept.All F/O. PersonnelHSKP目的OBJECTIVE:The intention of this policy aims at providing the efficient and accurate delivering service among the operational Dept. to ensure the smooth operation achieved.执行程序PROCEDURES:1. The internal delivery can be referred to the delivery for Amenity Form, Registration Form, Room / Rate change Form, fax or message etc.2. All the items requested for delivery must be properly recorded down on the delivery record book. 3. Bellman must write down the time after having accomplished the delivery and sign on the delivery record.4. Guest Fax and message must be handled in a efficient manner, it must be delivered into guest room with 20 minutes of the time receiving.5. For the delivery of newspaper or magazine, Concierge should sort out at the Concierge counter once received, then mark down the room no. on the right upper corner of the newspaper and hand over to HSKP Dept.6. HSKP should initialize on the receiving record and have the Room Attendant deliver to respective room.7. The internal delivery is limited to the activities relating to the guest only, office documents delivery should be handled by the respective departmental secretary.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE381制度POLICYLost Luggage 编号REF CODE执行职位POSITION RESPONSIBLEChief Concierge 涉及部门DEPT.CONCERNEDFOMAssistant ManagerF/ 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 confidence to the hotel service. 执行程序PROCEDURES:1. Bell Captain should be reported right away in the event of the baggage is unable to be located.2. Bell Captain should persuade the guest to wait for a while at the lobby sitting area when having acknowledged of the case.3. Bell Captain to check carefully 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.4. Bell Captain to return back the baggage to the guest if found and extend apology for keeping his/her waiting.5. Duty Assistant Manager should be called to handle once confirm the luggage is cost.6. 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.7. 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.8. FOM should be advised of the process, and to contact guest personally to deal with the compensation if negative result is obtained.9. FOM to co-operate with Finance Department for the compensation amount to the guest, and a liability release statement is requested from the guest once payment received.10. Security should be informed to follow up on the investigation with report submitted to FOM afterward.11.A detailed incident report to be prepared by the duty Assistant Manager with the various report and submitting to the Finance Department to deal with insurance company when necessary.12.Discipliney action to be given to the staff concerned, who is also accountable for part of or full amount of the compensation amount.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE382