ConAirportpickup机场接送.doc

标准操作程序 Standard Operating Procedure 公司名称：xx酒店管理公司 Company : xxHotel Management Limited 编号： Reference No. 部门： 前厅部— Department: Front Office Department—Concierge 日期 Date 月 标题： Title: Airport Pick Up 页 Page 第 页 共 页Page 1 Of 1 Why is this task important for you and our guests? 为什么这个任务对你和你的客人非常重要？ Answers回 答: Saves me time. 帮我节省时间。 Since I am the first hotel employee met by our guest, I will leave the first very important impression. 因为我是客人见到的第一个酒店员工，所以我要留给客人很好很深的第一影响印象。 I want to demonstrate our professionalism. 我要展示我们的专业水准。 I am able to offer service that starts at the very beginning with the guest’s arrival and reflects the hotel standards. 我能在客人到达城市就开始提供服务，体现了酒店的服务水准。 WHAT / STEPS 工作步骤 HOW/ STANDARDS 怎么做/工作标准 T提 问 Prepare for airport pick-up 准备机场接机 The Airport Representative must be well groomed and uniformed. 机场代表必须着酒店制服，且仪容得体。 The Airport Representative should double-check the hotel airport pick-up guest name listto update the concerned details. To make sure there’s no modification or cancellation. 机场代表应确认接机的客人名单以保证准确与最新 Before he leaves hotel for the airport, the Airport Representative should ensure that he has got the airport pick-up signage board, printed guest name and flight details, hotel mobile phone. 在机场代表出发之前，必须携带接机牌，接机牌上要打上客人姓名，客人航班细节，移动电话。 should be ready .The exterior and interior cleanliness and amenities should meet hotel standard. The Airport Representative should be at the Airport at least 15 minutes prior to the flight arrival time. 机场代表必须在客人到达航班之前15分钟到达机场。 Why should our airport representative be well groomed? 为什么机场代表要衣着个体？ What should our airport representative double-check before he leaves for the airport? 在出发去机场之前，机场代表需要确认什么？ What should the airport representative carry with him when leaving for the airport? 在出发去机场之前， 机场代表应携带什么？ Why do I need to be at the Airport 15 minutes prior to the flight arrival time? 为什么我需要在航班到达之前15分钟到达机场？ Meet the guest at the airport 在机场欢迎客人 Upon arriving at the airport, th