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                  FRONT OFFICE DEPARTMENT
                DRIVER POLICIES & PROCEDURES


TASKS LIST


  1. Review Log Book.

  2. Pre-Trip Inspection.

  3. Trip Log

  4. Obtain Assignments

  5. Planning Routes

  6. Vehicle Maintenance

  7. Post-Trip Inspection

  8. Airport Transportation (From Airport)

  9. Airport Transportation (From Hotel)

  10. Top Off Gas And Record

  11. Cleaning Vehicle

  12. Greet the guest

  13. Maintenance of guest confidentiality

  14. Handle Guest Complain

  15. Adherence to Concierge Policies

  16. Personal Appearance

  17. Logbook Recording.

  18. Change of Shift Procedure




     Reviewed By          Approved By        Reviewed Date   Effective Date


   Tram Tu Ha Lam         Arief Gunawan
 Front Office Manager    General Manager
                                                                                2




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES

 Subject 1: REVIEW LOG BOOK



STANDARD: The log book is reviewed at the beginning of the shift


PROCEDURE:

   1. Review log book at the beginning of shift.

   2. Take note of the day's activities and schedules.

   3. Note each trip in log book. Entry will include:
         a. Day
         b. Date
         c. Destination
         d. Arrival/departure time
         e. Purpose of trip
         f. Guest name

   4. All entries are done prior to driving.

   5. All entries are legible




     Reviewed By           Approved By         Reviewed Date   Effective Date


    Tram Tu Ha Lam         Arief Gunawan
 Front Office Manager     General Manager
                                                                                     3




                  FRONT OFFICE DEPARTMENT
                DRIVER POLICIES & PROCEDURES
 Subject 2: PRE-TRIP INSPECTION


STANDARD: Providing the most comfortable and convenience to guests

PROCEDURE:

Before driving vehicle, do a pre-trip inspection. Inspect the following:

   1) General overview of exterior condition of damage and cleanliness:
      a) tires, rims, wheels
      b) visible body damage
      c) leaks underneath vehicle
      d) cleanliness
   2) Start engine and check for working condition:
      a) unusual noises
      b) gauges (gas tank)
      c) controls
      d) instrument panel
      e) front and rear lights
      f) signals
   3) Interior condition:
      a) carpet
      b) seats
      c) ashtrays
      d) seatbelts
      e) walls, ceiling and doors
      f) newspaper
      g) tissue box
      h) umbrella
   4) Air Conditioning
      a) front seat
      b) rear seat

Resolve all problems, discrepancies and/or questions before driving vehicle. All
problems corrected before driving vehicle.

Document condition of vehicle in log book.

Sufficient number of towels and water to be provided in car before it leaves.
Ensure that the in car air freshener is working. If not car does not leave.



      Reviewed By          Approved By         Reviewed Date        Effective Date


    Tram Tu Ha Lam         Arief Gunawan
 Front Office Manager     General Manager
                                                                                     4




                  FRONT OFFICE DEPARTMENT
                DRIVER POLICIES & PROCEDURES


 Subject 3: TRIP LOG


STANDARD: Each trip must be recorded in logbook completely and legibly.



PROCEDURE:

   1. Trip Sheet Log must be filled out for each trip. Information to be included:

          a.   Driver's name
          b.   Vehicle
          c.   Purpose of trip
          d.   Guest name(s)
          e.   Destination
          f.   Starting time
          g.   Ending time
          h.   Mileage (tachometer reading)

   2. Entries are done after each trip.

   3. Turn in log at the end of shift to department manager/supervisor.




     Reviewed By           Approved By        Reviewed Date        Effective Date


    Tram Tu Ha Lam        Arief Gunawan
 Front Office Manager    General Manager
                                                                                 5




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES



 Subject 4 : OBTAIN ASSIGNMENTS



STANDARD: All driving assignments obtained from Manager/Supervisor. Contact
         kept throughout shift.


PROCEDURE:

   1. Meet with the Manager/Supervisor to receive the assignments for the day.

   2. Check after each trip for unexpected assignments.

   3. Maintain contact with supervisor while in vehicle.




     Reviewed By          Approved By         Reviewed Date    Effective Date


   Tram Tu Ha Lam         Arief Gunawan
 Front Office Manager    General Manager
                                                                                    6




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES


 Subject 5 : PLANNING ROUTES


STANDARD: The drivers must be aware the traffic route in advance to save time
         and provide most convenience to guest.


PROCEDURE:

   1. Plan traffic route in advance. Consider the following:
         a. Weather conditions
         b. Road/traffic conditions
         c. Special events

   2. Use most direct route when transporting guests.

   3. If guest wishes to take the scenic route then take the scenic route.

   4. Know exact location of destination. Call ahead and get instructions, if
      unfamiliar.

   5. Carry a map in vehicle at all times.

   6. Be cautious of unfamiliar or unsafe areas.




     Reviewed By          Approved By         Reviewed Date        Effective Date


    Tram Tu Ha Lam        Arief Gunawan
 Front Office Manager    General Manager
                                                                                    7




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES

 Subject 6 : VEHICLE MAINTENANCE


STANDARD: Manager/Supervisor notified of all vehicle maintenance needs. All
         vehicle must be always in ready status.


PROCEDURE:

   1. Record all maintenance in Vehicle Maintenance Log. Items to be logged
      include:
          a. Lubrication
          b. Battery replacement
          c. Tires rotated/wheel alignments/brake service
          d. Coolant/antifreeze
          e. Tune-ups
          f. Inspections
          g. Repairs

   2. Use only authorized service centers.

   3. Retain all receipts and invoices. File in designated location.




     Reviewed By          Approved By         Reviewed Date        Effective Date


   Tram Tu Ha Lam         Arief Gunawan
 Front Office Manager    General Manager
                                                                                     8




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES


 Subject 7: POST-TRIP INSPECTION



STANDARD: All vehicles must be checked after trip. The left behind items are
         passed to Head Concierge and Duty Managers to handle properly.


PROCEDURE:

   1. After each trip, vehicle should be inspected for the following:
             a) Empty water bottles
             b) Rubbish
             c) Cleanliness

   2. Inspect vehicle for any guest items that were left behind, (i.e., purse,
      luggage). Contact guest or turn into Lost and Found.

   3. Vehicle maintained during shift




     Reviewed By           Approved By         Reviewed Date        Effective Date


   Tram Tu Ha Lam         Arief Gunawan
 Front Office Manager    General Manager
                                                                                      9




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES



 Subject 8 : AIRPORT TRANSPORTATION (FROM AIRPORT)


STANDARD: Provide the best service to the guest as it is the first impression


PROCEDURE:

   1. Greetings guest with smile

   2. Assist guest with luggage.

   3. Assist guest entering to car and door closed quietly.

   4. Driver introduces himself and informs estimated time.

   5. Drive safely to hotel, following all driving regulations and route.

   6. Assist guest from exiting limousine by extending right hand for safety

   7. Assist passengers with removal of luggage, placing on front curve

   8. Pull up to main entrance of hotel.

   9. Wishing guest a pleasant stay.




     Reviewed By           Approved By         Reviewed Date         Effective Date


    Tram Tu Ha Lam         Arief Gunawan
 Front Office Manager     General Manager
                                                                                      10




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES

 Subject 9 : AIRPORT TRANSPORTATION (FROM HOTEL)


STANDARD: Provide the best service to the guest as it is the last impression.


PROCEDURE:

   1. Limousine must be ready 5 minutes before the booking time.

   2. Load passenger luggage into limousine and confirm with guest all luggage
      are in car.

   3. Assist guest entering in the car and close the door quietly.

   4. Driver introduces himself, ask for destination (domestic or international)
      and informs estimated time.

   5. Drive safely to the airport following driving regulations and routes ensuring
      a smooth operation.

   6. Stop at each individual airline departing flight location as requested by
      passengers.

   7. Assist passengers exiting limousine.

   8. Ensure that guest checks his luggage.

   9. Thank guest and offer a safe trip home.




     Reviewed By           Approved By        Reviewed Date          Effective Date


    Tram Tu Ha Lam        Arief Gunawan
 Front Office Manager    General Manager
                                                                                  11




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES


 Subject 10 : TOP OFF GAS AND RECORD


STANDARD: Gas tank must be filled following each shift that the company
         vehicle is used.


PROCEDURE:

 Make sure the gas tank is filled before you leave your shift.

 Follow procedures for obtaining gas.




     Reviewed By          Approved By        Reviewed Date       Effective Date


   Tram Tu Ha Lam        Arief Gunawan
 Front Office Manager   General Manager
                                                                                   12




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES


 Subject 11 : CLEANING VEHICLE


STANDARD: All vehicles are always in ready status.


PROCEDURE:

Vehicle is to be cleaned daily and throughout shift. Check the following points
  and correct, if necessary.

EXTERIOR:
  1) Body is free of dust/dirt/water marks.
  2) Chrome is free of water marks and is polished.
  3) Windows and mirrors are free of water marks, dust and streaks.

INTERIOR:
   1) Carpet is vacuumed and free of lint, dirt and spots.
   2) Windows and dividers are free of streaks and smudges.
   3) Door jams and trim are free of dirt and grease.
   4) Glasses are unused and free of dust.
   5) Tissue and napkins are provided.
   6) Light bulbs are working.
   7) Stereo and phone are free of dust and are working.
   8) Interior is free of odor.

Resolve all discrepancies.

All damage are reported immediately.




     Reviewed By             Approved By      Reviewed Date       Effective Date


    Tram Tu Ha Lam        Arief Gunawan
 Front Office Manager    General Manager
                                                                                  13




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES

  SUBJECT 12 : GREET THE GUEST




STANDARD:          All guests are to be greeted in a warm and friendly manner at
all times. Guests must be addressed appropriately and his/her name used
whenever possible.

PROCEDURES:

Addressing of the guest:
New Guest
Good (time of day: morning, afternoon, evening), sir/madam, may I help you?
Good (time of day: morning, afternoon, evening) sir/madam, is there anything I
can assist you with?
Regular Guest
Good (time of day: morning, afternoon, evening) Mr. Smith. How may I help you?
Good (time of day: morning, afternoon, evening), how are you today (time of
day)?
When a guest walks out
Have a nice (time of day), Mr. Smith.
I hope you enjoy your (time of day), Mr. Smith.
Farewell to guest
Mr. Smith, thank you for staying with us, we hope to see you again soon.
Mr. Smith, we hope you enjoyed your stay with us. Have a nice trip to....
Assistance
Can I be of assistance to you sir? Or: Excuse me Sir, May I help you?
Thank You
Thank you, Sir. / It is my pleasure, Sir. / You are welcome, Sir.
Excuse
Excuse me, Sir. / I beg your pardon, Sir. /Would you mind repeating, Sir? / Could
you repeat that, Sir?

Note: Use the name of the guest when known.




     Reviewed By          Approved By       Reviewed Date        Effective Date


    Tram Tu Ha Lam       Arief Gunawan
 Front Office Manager   General Manager
                                                                                  14




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES



  SUBJECT 13: MAINTENANCE OF GUEST CONFIDENTIALITY



STANDARD:           All details pertaining to the hotel guests (e.g. room numbers)
are to be kept confidential and must not be disclosed to outsiders unless
authorized by the guest to do so.


PROCEDURES:

   1. Inform requester politely that guest information cannot be disclosed. "I am
      sorry but we cannot tell you Mr. Smith's room number.

   2. Ask requester if he would like to speak to the guest and connect him via
      the telephone. "Would you like to speak to him? I could connect him to
      your room".

   3. If the guest is not available, suggest that a message be left. "Would you
      like to leave a message for Mr. Smith? I will see that it is conveyed to him
      as soon as possible."

   4. Offer a pen and message paper for requester to fill in message.




     Reviewed By          Approved By        Reviewed Date       Effective Date


    Tram Tu Ha Lam       Arief Gunawan
 Front Office Manager   General Manager
                                                                                  15




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES

  SUBJECT 14 : HANDLE GUEST COMPLAINTS


STANDARD:           Correct action is to be taken immediately and no later than
the guest's departure. All complaints are to be recorded in the Log book.

PROCEDURES:

   1. Listen to the guest complains without interrupting.

   2. Ensure that you fully understand the complaint.           Ask questions if
      necessary.

   3. Apologize and inform the guest of:

          a. Action you will take immediately
          b. How long it may take to resolve the matter

   4. If the problem is pertaining to the Vehicles and you know how to solve this
      problem, take immediate action.

   5. Always remain courteous and polite to the guest.

   6. Ensure guest the problem will be looked into and action will be taken.

   7. Inform Head Concierge or Assistant Manager of the problem so that the
      correct action can be taken immediately.

   8. Keep guest informed of the updates on his situation as you proceed to
      solve the problem. Follow up that action will be done.

   9. Record details in Log book. Inform / update Manager.

   10. If the complaint is about the Vehicles and Services, bear in mind not to
       allow this mistake to re-occur, and be very careful with service for this
       guest in the future. Advise your colleagues so that they are also aware of
       the situation.




     Reviewed By          Approved By        Reviewed Date       Effective Date


    Tram Tu Ha Lam        Arief Gunawan
 Front Office Manager    General Manager
                                                                                  16




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES

  SUBJECT 15 : ADHERENCE TO CONCEIRGE POLICIES


STANDARD: Know and abide by the established Concierge Policies at all times.

PROCEDURES:

   1. Report to work in uniform fifteen minutes before your shift to ensure
      enough time for handover.

   2. In circumstances wherein there is a case of emergency and you are not
      able to report to work contact the Head Concierge (or if not available the
      Assistant Manager) at least two hours before your shift starts in order that
      arrangements can be made for someone to take over.

   3. No eating, drinking, smoking, chewing of gum, sleeping or working on
      personal matters whilst on duty.

   4. Request for a particular day off must be made at least 2 weeks in advance.

   5. Switching shifts among the drivers can only be done with prior approval
      from the Head Concierge / Assistant Manager.

   6. The logbook must be read before starting duty to be aware of any special
      points. In addition, read carefully all the notices in the Personnel notice
      board.

   7. Be always in Driver room to stand by if has no duty.

   8. Be courteous, helpful and pleasant to guests and colleagues at all times.




     Reviewed By          Approved By        Reviewed Date       Effective Date


    Tram Tu Ha Lam       Arief Gunawan
 Front Office Manager   General Manager
                                                                                    17




                    FRONT OFFICE DEPARTMENT
                  DRIVER POLICIES & PROCEDURES

  SUBJECT 16 : PERSONAL APPEARANCE



STANDARD: Tidy appearance is to be maintained at all times.

PROCEDURES:

   1. A clean and tidy uniform must be worn at all times while on doing. The
       uniform is not allowed to be worn outside the hotel premises without
       management approval.
   2. The uniform must be properly fitted with no missing buttons (contact
       housekeeping if necessary).
   3. Name badge is to be clean and clear.
   4. Black shoes are to be worn with at least 2 inch heels and they are to be
       kept clean and polished.
   5. Plain flesh colored stockings is to be worn and changed daily.
   6. Hair is to be clean and tidy.
   7. Hair must be kept away from face. Hair that is longer than shoulder length
       is to be tied back with black ribbon without any ornaments (not fancy).
   8. Bangs are to be no longer than eyebrow level.
   9. No wet gel is to be used.
   10. Make-up is not to be too heavy, but enough to enhance face.
   11. Nails are to be well trimmed and polish of light pastel shades worn. No red
       polish is to be worn.
   12. Jewelry should consist of only one ring, one watch, one bracelet and no dangling
       earrings.

Manner:

   1.    Do not place hands on pockets while on duty.
   2.    Do not lean on walls, equipment or furniture.
   3.    No smoking, eating, sleeping or personal work is to be done while on        duty.
   4.    Punctuality is to be observed.




        Reviewed By         Approved By        Reviewed Date       Effective Date


    Tram Tu Ha Lam         Arief Gunawan
 Front Office Manager     General Manager
                                                                                        18




                  FRONT OFFICE DEPARTMENT
                DRIVER POLICIES & PROCEDURES

  SUBJECT 17: LOGBOOK RECORDING



STANDARD: The logbook ensures smooth communication among the drivers
especially from various shifts. Special events / complaints are to be recorded in
this logbook. It must be filled in legibly and in detail. All drivers are required to
initial the current page of the logbook after reading.

PROCEDURES:

   1. Fill in date and time.

   2. Fill in your initials.

   3. Fill in event / complaint or message step by step. Include all details of event,
      guest’ s name, room number, company name, persons involved and follow
      up steps implemented.

   4. Follow up must always be completed as soon as possible.

   5. All items are to be resolved within 24 hours or prior to guest departure.

   6. If there is nothing special to report for that shift, indicate as such.

   7. Logbook is read by the Manager and passed to FOM’s office each morning.




     Reviewed By                Approved By      Reviewed Date         Effective Date


    Tram Tu Ha Lam              Arief Gunawan
 Front Office Manager          General Manager
                                                                                     19




                  FRONT OFFICE DEPARTMENT
                DRIVER POLICIES & PROCEDURES
  SUBJECT 18 : CHANGE OF SHIFT PROCEDURES



STANDARD:            All drivers must report to the Concierge area/ Driver room 15
minutes before the start of her shift to coordinate with associates of outgoing shift.
The Logbook is received at the beginning of each shift. The opening and closing
shift procedures are to be followed.

PROCEDURES:

   1. Arrive at the Concierge Desk/ Driver room 15 minutes prior to beginning of shift.

   2. Coordinate with the associates on outgoing shift, keeping in mind all
      special and pending items of the day.

   3. Read the VIP list and take extra care when handling services for these guests.

   4. Read the duty schedule

   5. Read the logbook in order to be aware of special incidents that have
      happened and pending items to be completed.

   6. At the end of each shift check to ensure that the duties assigned to you are
      completed.

   7. Handover to associates of next shifts all special items that need to be followed
      up.




      Reviewed By          Approved By         Reviewed Date        Effective Date


    Tram Tu Ha Lam         Arief Gunawan
 Front Office Manager     General Manager
                                                                                  20




                 FRONT OFFICE DEPARTMENT
               DRIVER POLICIES & PROCEDURES
  SUBJECT 19 : REQUISITIONS




STANDARD:            A requisition list is to be prepared at the beginning of the
month and submitted to Front Office Manager for signature. Quantities are
requisitioned in order to maintain par stock levels.

PROCEDURES

   1. Review par stock level at the end of the month.

   2. Take note and make a requisition to maintain par level of stationary and
      supplies.

   3. Ensure signature is obtained from Head Conceirge.

   4. Submit to Front Office Manager for signature.




     Reviewed By          Approved By       Reviewed Date        Effective Date


    Tram Tu Ha Lam       Arief Gunawan
 Front Office Manager   General Manager
                                                                                  21




                  FRONT OFFICE DEPARTMENT
                DRIVER POLICIES & PROCEDURES


  SUBJECT 20: REVIEW TASKS



STANDARD:            Ensure that the tasks are performed both efficiently and
professionally. Associates are responsible for the tasks they do. All tasks are to
be carried out on time and with no errors.


PROCEDURES:

Ensure that :

   1. Jobs are to be properly arranged and delegated to the incoming shift.

   2. Equipment is functioning well.

   3. Machines are to be used in accordance with the manufacturer's instructions.

   4. Associates are to work on jobs assigned and deadlines met as per guest
      request.

   5. Associates are to maintain their areas and see to it that they are kept c lean and
      tidy.

   6. All orders are completed on time.

   7. Tasks are completed in accordance with Driver standards.




     Reviewed By          Approved By        Reviewed Date       Effective Date


    Tram Tu Ha Lam       Arief Gunawan
 Front Office Manager   General Manager

				
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