Drivers Service Architecture.docx
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DriversServiceArchitecture
1.Grooming:
仪容仪表
Uniform制服
-Mustbecrispandwellironedatalltimes.
-制服须干净且熨烫平整
-Nametagmustbewornatalltimes.
-必须正确佩带名牌
Hair头发
-Hairmustbeneatandtidy.
-头发须保持整洁
-Hairmustnottouchthecollar.Sideburnsneatlycropped.
-头发后发根不可碰到衣领,鬓角应修剪整齐
Hands手
-Handsandfingernailsmustbecleanatalltimes.
-手及指甲须经常保持清洁
-Fingernailsmustbeshort,wellmanicuredandofevenlength.
-指甲须修剪得体,十指指甲保持等长
Shoes鞋
-DesignatedshoesaccordingtoHotelUniformstandardmustbeworn.
-必须穿着依据酒店制服标准发放的鞋.
-Blacksocksarealwayswornwithleathershoes.
-穿着皮鞋时须穿着黑色袜子
-Shoesandsocksmustbecleanandingoodcondition.Leathershoesmustbewellpolished.
-鞋袜必须保持清洁且状态良好.皮鞋须保持光亮.
Jewelry&Accessories首饰和饰品
-Onlyonewristwatchofsimpleandconservativedesignwithaplainfaceandfittedbandcanbeworn.
-只可佩带一块设计简洁平实的手表
-Amaximumoftworingsofsimpledesignmaybeworn.Onlyoneringoneachhandandnoringonthethumbispermitted.
-最多可佩带两枚设计简洁的戒指,两只不可同时佩带于一只手上.拇指上不得佩带戒指.
-Nootheraccessoriescanbewornontheuniformexceptnametagsandservicepins.
-除名牌和服务徽章外,不得在制服上佩带其它饰品.
2.Preparation:
准备工作
WaterandDepartureFruitPresentation水和水果袋的摆放
QualityStandards~Bottledwatertobeplacedinlimousineoroffered
最佳操作标准:
瓶装水应摆放在车里或者直接提供给客人
SLPU
-3BottlesofDrinkingWater（Brand–Sensation）Buick别克3瓶水
-4BottlesofEvian,MercedezBenz加长奔弛4瓶（依云）
-SeasonalFruit,fordeparturetoairportonly只有送机的车上有时令水果
DepartureCardPresentation海关离境卡摆放
-ForInternationalFlightdepartureonly
-只限于国际出境航班
-Penisinworkingconditionandleatherfolderisclean
-圆珠笔摆放整齐,皮质文件夹保持清洁
-Leatherfoldercontainingenvelopetofacetherightrearpassengerseat
-出境卡须适合皮质文件夹的尺寸,应摆放在后客座位的右边
Newspaper报纸
QualityStandards~Newspapers:
1inLocalLanguageand1inEnglish
最佳标准：
报纸:
一份当地语言报纸和一份英文报纸
SLPU
-CurrentdayeditionofShanghaiDailyx1当日出版的《今日上海》报一份
-CurrentdayeditionofDongFangZaoBaox1当日出版的《东方早报》一份
-Cleanandcrisp干净,簇新
-NewspaperinleatherfolderandChiSpaBrochure（Chinese）atthebackofDriver’sseat
-皮质文件夹里的报纸和水疗中心的宣传册放置在驾驶员座椅的背后
MagazineCompendium杂志及综合信息册
QualityStandard~Magazinex1withlocalcity/touristinformation
质量标准~一本本地城市及旅游信息杂志
CityMap
城市地图
HotelNewsletter,ifapplicable
酒店宣传手册
CardwithcommonwordsinEnglish/locallanguageforcommunication
betweenguestanddriver,whereapplicable
将用中英文标注的酒店交通卡置于客人与司机之间地方
SLPU
-ShanghaiCultureandShoppingHighlights&OfficialTouristMap
-上海文化、购物及旅游地图
-CardwithcommonwordsinEnglish&LocalLanguage
-以中英文标注的酒店交通卡
-TIMEMagazine
-时代杂志
-CustomerDelightcard
-客人喜出望外卡
-Hotelpen&DVD
-酒店原珠笔和光碟
-MagazineCompendiumandChiSpaBrochure（English）atthebackoffrontpassengerseat
-杂志及综合信息册和英文版”气”水疗中心简介置于副驾驶座位背后
MusicVolumeandSettings音乐的音量和设置
1
2
-Musicshouldalwaysbeset3barsunlessguestrequestforthevolumetobeturnuphigher
-音乐应该保持三格音量除非客人对音量有特殊要求才能把音量调高
-Select“Normal”Mode
-选择正常模式
Shangri-LaDVD香格里拉的光碟
-Shangri-LaDVDtobeplayedwhenguestispicked-upfromtheairport.Thisisplayedfor15minutes.Attheendof15minutes,guestisaskedifhe/shewouldliketolistentoanymusicselectionfromourselectionlistof（01）Classical,（02）Jazz,（03）NewAge,（04）ChinesePopand/or（05）EnglishPopMusic.
-当客人在机场接到客人时应该播放香格里拉的光碟.这个光碟将持续15分钟.当光碟结束播放候,应该问客人是否要选择听酒店为客人所准备的其它音乐歌曲：
1古典型2爵士乐3新生代4中文流行音乐5英文流行音乐
Air-conditionControlSettings空调设置
-Temperatureinthevehicleshouldalwaysbesetat23degreesunlessrequestedbyguesttohaveitturnedupordown.
-车里的温度应当控制在23度左右除非客人要求高或者低
Driver’sstandbyposition司机的站立位置
-Ontherightsideofthecar,sidemirrorofcarinlinewithrightshoulderofdriver.
-站在车的右边,右肩和后视镜保持平行.
-Uprightposture,armsbythesideorinfront.
-直立,手应当在身体的两侧或前面.
-Ontherightsideofthecar,sidemirrorofcarinlinewiththeleftshoulderofdriverifcarisparkedinaparkinglot.
-当车停在车位里时,站在车左侧,肩和后视镜保持平行.
-Uprightposture,armsbythesideorinfront.
-手置于身体的两侧或身前,直立
-Besidethebootatthebackofthecarifluggagehasbeenloadedintothecarandawaitingforguest.Drivershouldverifywithguestthenumberofpiecesofluggagebeforeclosingtheboot.
-当行李已放入后备箱内,驾驶员应站于后备箱旁等候客人。
驾驶员应当先跟客人确认行李的数量后，再关上后备箱门。
-Uprightposture,armsbythesideorinfront
-手置于身体的两侧或身前,直立
Preparationofbootbeforeluggagestorage放置行李前的准备工作
-Protectionpadtobeunfolded
-防护垫展开
-Padiscleanandingoodcondition
-防护垫保持干净及平整
-HangersandShoppingbagisplacedintheboot,madeavailableuponguestneed.
-衣架和礼品袋置于后备箱内,以备客人之需
WhenLuggageisstoredintheboot在后备箱内放置行李
-Guestluggagemustbestoredintothebootinaneatandtidymanner
-客人的行李必须在后备箱内放置整洁整齐
-Usingtheendoftheprotectivepad,covertheluggageneatly
-将行李防护垫的后半部,整齐的盖在行李上
Preparationoffrontseatwhenbootisfull当后备箱已满时前座的准备工作
-Usedonlywhenthebootisfullyutilized
-仅使用与后备箱位置已满的情况下
-Protectionpadlaidoutproperly
-防护垫适当的铺放
-Padiscleanandingoodcondition
-防护垫整洁完好
Howtheluggageshouldbeplacedatthefrontseat行李放置于前座
-Ensurethattheluggagesitssnuglyintheseat.Usetheseatbelttosecuretheluggagebucklingitdown
-确保行礼平整的放置在座位上,并用安全带固定行李，防止行礼移动。
.
3.Service:
服务
Opendoor开门
-Openthedooroftherightrearseat
-打开右后侧车门
-Iftherearemorethan1guest,openthedoorfortheladyorthemostelderlypersoninthegroup
-客人人数在1人以上的情况下,率先为女士或年长者开启车门
PresentTowel递送毛巾
QualityStandards~Cold/Hottowelwithlavenderfragrancepresentattimeoflimousine
serviceuponpickupattheairport
质量标准~在机场接到客人后递上熏衣草芳香的冷/热毛巾
SLPU
-Hottowelusedduringwinter
-冬季使用热毛巾
-Coldtowelusedforallotherseasons
-其余季节使用冷毛巾
-Towelpresentedwithsilverthong
-用银色皮质夹子递上毛巾
-Towelshouldnotbetoowet,ie,whensqueezed,shouldnotgiveoutwater
-毛巾不能过湿,要保证不可以拧出水.
DrivingPosture驾驶中的姿势
-Backstraightwithhipstothebackoftheseat
-背部笔直靠于座位上
-Elbowsslightlybent,atleast10inchesbetweenthechestofdrivertothesteeringwheel
-手肘微微弯曲,胸部与方向盘之间保持至少10英寸距离
-Headrestatthemiddleofhead.Headshouldnottouchtheheadrestinnormaldrivingposition
-头部靠垫需在头部正后方.在驾驶状态中头部不可以与靠垫接触.
-Handsshouldbeplacedat100’clockand20’clockonthesteeringwheel
-双手分别以上午10点和下午2点的位置放于方向盘上
PresentLimousineTransferFormforsignature为获得签字递上车单
-Withbothhands,folderopeningfacingtheguest
-面对客人,双手将文件夹打开
-FoldercontainsLimousineTransferFormfullyfilledin,CustomerDelightCardandShangri-Lapen
-文件夹内包括填写完整的用车单据,客人喜出望外卡和酒店圆珠笔
PresentingBusinessCardtoguest向客人递送名片
-Withbothhands,wordsofcardfacingtheguest
-有字的一面面对客人,双手将卡呈上
-ChineseversiontoChineseguestsandEnglishversiontonon-Chinese
-用中文和中国客人交流,用英语和非中国客人交流
升级会员 