Concierge Dear team member, Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated. 真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。你们积极的工 作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激 励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力， 最终取得整体前厅部的成功。 I wish you a pleasant and fruitful working experience at Front Office Department. 祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。 Yours truly, 此致 TABLE OF CONTENTS Part One Part 1 ?Welcome Letter From Director of Rooms ?Departmental Organization Chart Page 02 Page 04 Part 2 ? Job description ? Check List Page05 Page08 Part 3 ? Standard Operating Procedures Concierge 2 4 6 8 Transportation Check List Airport Pick up and send off handling Room Changing Check In and Check Out Luggage Procedure Luggage Room and Storage Procedure Newspaper Delivery Guest’s Mail Parcel & Package Stacking of Luggage On Cart Group Luggage Handling Hold For Pick Up Page 16 Page 21 Page 26 Page 28 Page 33 Page 36 Page 39 Page 41 Page 43 Page 45 Page 47 10 11 Paging Service Transportation 12 13 14 15 16 17 Transportation Check List Airport Pick up and send off handling Driver’s Rule Driver’s Expenses Vehicle Mileage Page 16 Page 21 Page 49 Page 52 Page 53 Page 54 Vehicle Maintenance Part 4 ? Acknowledgement letter by employee Page 57 FRONT OFFICE ORGANIZATION CHART JOB DESCRIPTION 工作职责描述 Job Title : 职位： Concierge Super