SOP C ONCIERGE OFFICE MANUAL 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 any form 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: Front Office (Concierge) TASK NO: CON-01 PAGE 1-3 JOB TITLE: Guest Service Associate (Concierge) TASK:AIRPORT PICK UP SERVICE EQUIPMENT REQUIRED: ARRIVAL REPORT/SIGN BOARD/WALKIE TALKER WHAT TO DO HOW TO DO WHY 1. Get report. Every morning and afternoon shift Get updating information for pick airport representative should print arrival up guest. For reference check report in the fidelio system. every hotel guest arrival airport. Double check with concierge daily transportation control sheet. Check airport limousine transfer status. Avoid misunderstanding between reservation and transportation. Doing right the first time and every single time. 2. Upon arrival airport. 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. All guests are promptly met and greeted upon arrival. Avoid missed pick-up. 3. Before flight landing. Prepare sign board of printed guest name and flight details clearly. Ensure the limousine arri