酒店管理前厅 程序处理——停车服务程序2016(叶予舜)

酒店管理前厅程序处理——停车服务程序

Parking Assistance停车服务

POLICY

制度

If guests should arrive at the hotel bycar; the Concierge/Porters team is to ensure that guests cars are parked correctly and guests are aware of theparking situation.

若客人驱车抵达酒店，礼宾员／行李生应确保客人的车辆停放妥当，且客人清楚停车场的环境。

Only licensed qualified staffs are allowedto drive and park guest cars (in compliance with insurance and/or owners requirements).

只有获得许可且能够胜任的员工方能提供代客泊车服务（遵循保险和/或车主的要求）。

PROCEDURE

程序

Guest Parking

客用停车场

?It is the responsibility of theConcierge/Porters department to ensure that guests cars are parked correctly and guests are aware of the parkingsituation (e.g., fully booked or not; if charges apply or not).

礼宾部/行李部负责确保客人的车辆停放妥当，且客人清楚停车场的环境（如：是否已经订满；是否收费）。

?When noticing a car approaching the car park,the Concierge/Porters team must ensure the vehicle is not too high or large to fit in the car park(e.g., height boundaries at car park gantry).

在指引车辆进入停车场时，礼宾员/行李生必须确保车辆不会因太高或太大而无法进入停车场（如：停车场入口处的高度限制）。

?If so, explain to the guests that the vehicleis too high / large to fit through the underground car park facility and provide alternative solutions(e.g. Ask the guest if they would like to park their car in an open-air car park or any other parking lotsnearby.)

如果会，向客人解释其车辆因太高/太大而无法进入地下停车场，并提供替代解决方案（如：询问客人是否愿意将车辆停放在露天停车场或附近的其它停车场）。

?If the car park is fully booked staff needsto provide alternative parking solutions to the guest and provide assistance where possible.

如果停车场已经订满，员工必须向客人提供替代停车方案，并提供一切可能的帮助。

代客泊车

?If valet parked by staff, the car registrationplate must be taken along with color and make of the car and recorded along with the guest room number,date and time of arrival, date and time of departure and any other details required on the hotelsparking document. A log book recording the valets name each time thecar is parked and the time/date is to bemaintained.

如果由员工代客泊车，必须记录客人的车牌号码、汽车的颜色和品牌，以及客人的房号、抵店日期和时间、离店日期和时间以及酒店停车文件规定的其它详细资料。必须保存有记录每次代客泊车人员的姓名和时间/日期的登记簿。?Any damage to the vehicle upon arrival shouldbe noted on the vehicle tag.

若车辆在抵店时存在破损，应该记录在车号牌上。

?Employees assigned to valet park cars mustcarry valid driver’s licenses on them during their shift and must strictly adhere to the speed limits.

指定代客泊车的员工在轮班期间必须随身携带有效的驾驶证，并严格遵循车速限制规定。

?Security of the valet car keys in the portersarea is to be adhered to at all times.

在行李区交给泊车员的车钥匙必须妥善保管。

代客取车

?When a guest wishes to reclaim their vehiclethey must produce the other portion of the valet tag.

客人在取回车辆时，必须出示停车牌。

?Where the guest has lost the tag, a photoform of identification is requested from the guest and personal details are cross referenced to the PMS.

若客人遗失停车牌，则必须要求客人提供有效证件的影印件，并通过酒店管理系统核实客人的详细个人资料。

?The Concierge/Porter will verify the detailswith the parking register and ensure t hat the receipt number matches the guest’s vehicle.

礼宾员/行李生会参照停车登记簿核实客人的详细资料，确保收条上的编号与客人的车牌相一致。

?The Concierge/Porter will then find thevehicle.

然后，礼宾员/行李生将帮助客人找到车辆。

?Upon check out the valet parking tag is to bestapled to the guests registration card or entered into guest profile in case of later claims of vehicledamage

客人结账退房后，停车牌会钉在客人的登记卡上，或录入客人档案，以防客人日后就车辆受损向酒店提出索赔。

?If luggage is placed in the boot/trunk of thevehicle before the guest departs, write on the valet ticket “bags in boot” and always ask the guest toidentify all items before leaving the hotel in the vehicle.

如果客人在离店前把行李放在汽车后备箱，则应该在停车小票上写明“后备箱有行李”，务必让客人在驾车离店之前确认物品是否齐全。

?Any damage to the guest vehicle, regardlessof how small, is to be reported to the manager on duty immediately.

若客人的车辆受损，无论受损程度如何，都必须向值班经理汇报。