C ONCIERGEOFFICEMANUAL

礼宾部操作标准程序

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in
anyform or by any means, electronic, mechanical, photocopying, recording or
otherwise,without the prior permission of
Shangri-La International Hotel Management Limited.
SHANGRI-LA INTERNATIONAL HOTEL MANAGEMENT LIMITED

All rights reserved
SHANGRI-LA HOTEL
STANDARD OPERATION PROCEDURE

DEPARTMENT: FrontOffice (Concierge)
JOB TITLE: Guest Service Associate (Concierge)

TASK NO: CON-01PAGE 1-3
TASK:AIRPORTPICK UP SERVICE

EQUIPMENTREQUIRED:ARRIVAL REPORT/SIGN BOARD/WALKIE TALKER

WHATTODO
HOWTODO
WHY

1.Getreport.

2.Upon arrival airport.

Before flight landing.

Upon flight arrival.

Meet the guest.

Every morning and afternoon shift airport representative should print arrival report in the fidelio system.
Double check with concierge daily transportation control sheet.
Check airport limousine transfer status.

Upon arrival on airport, Airport Representative should check all the guest flight arrival time according to arrival report. Make sure all the ETA is updated.
Every 30 minutes check the ETA and if there are any changes, update the arrival report and call back to hotel to inform concierge on duty staff.

Prepare sign board of printed guest name and flight details clearly.
Ensure the limousine arrives at the airport 15 minutes prior to the flight arrival.

Hold the signboard in front of you at eye visible level and stand in front of the arrival gate to wait for the guest.

Always maintain a smile and when guest approached you, say:“Ni Nao, Mr. XXX, Welcome to Wuhan. If more than one guest say ‘Ni Hao, May I have your name please.
After obtaining guest name, must greet guest by name.
Get updating information for pick up guest. For reference check every hotel guest arrival airport.

Avoid misunderstanding between reservation and transportation.
Doing right the first time and every single time.

All guests are promptly met and greeted upon arrival.

Avoid missed pick-up.

Control of vehicle usage
Productivity

Guest will be able to see his name and will be met upon arrival.
Avoid airport representative
missing the guest.

Clear visual and able to see all guests coming out from the arrival hall.

Guiding Principle core value
Showrespect, humility

PREPARED BY: Richard Rosario
APPROVED BY : Mr. Gilbert Jung

DESIGNATION:
Front Office Manager
SIGNATURE/DATE
DESIGNATION:
General Manager
SIGNATURE/DATE

WUHAN SHANGRI-LA HOTEL
STANDARD OPERATION PROCEDURE

DEPARTMENT: FrontOffice(Concierge)
JOB TITLE: Guest Service Associate (Concierge)

TASK NO: CON-01PAGE2-3
TASK:AIRPORTPICK UP SERVICE

EQUIPMENTREQUIRED:ARRIVAL REPORT/SIGN BOARD/WALKIE TALKER

WHATTODO
HOWTODO
WHY

Escorting to limousine.

Request for shuttle service

8. Request for Taxi service

“NiHao, welcome to Wuhan
Shangri-La hotel, Mr./Ms… I’m airport representative Adam.”
If this guest’s name is on the board, then say “ Let me help you with your luggage, Mr./Ms…”

Inform the limousine driver to approach the entrance to pick up guest

Accompanied guest to entrance driveway. During the waiting time, the airport representative should talk with guest. “ How was the flight, Mr./Ms…” “ Have you been to Shanghai before, Mr./Ms…” “ The limousine will come in five minutes from the parking area.”…

Inform the guest the nearest
shuttle time If guest want to wait.
Show guest to airport counter. Provide today’s newspaper or some hotel brochure to let guest kill time. If airport representative is not busy, He should try to talk with guest.

Accompany guest out to taxi station. Call a taxi for guest, explain the hotel address or direction to driver. Issue ‘Take Me to Hotel’ card to guest, log down taxi number for record. Then bid farewell to guest: “ I hope you will enjoy your stay with us, Mr./Ms.…”
At the same time, double check with guest for number ofpieces of luggage