STANDARD OPERATION PROCEDURE

DEPARTMENT: Front Office (Concierge)
JOB TITLE: Guest Service Associate (Concierge)
TASK NO: CON-01 PAGE 1-3
TASK:AIRPORT PICK UP SERVICE
EQUIPMENT REQUIRED: ARRIVAL REPORT/SIGN BOARD/WALKIE TALKER
WHAT TO DO
HOW TO DO
WHY
1. Get report.
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 .
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, XXX, Welcome to . 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 vehi