STANDARD OPERATING PROCEDURE HOLDING GOODS FOR PICK UP TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0015 Concierge January 2005 I expect my items to be held for pick-up and kept securely and handled with care 30 minutes Why is this task important for you and our guests? Answers: We must provide accurate items pick-up service to our guests Safety is one of the most important issues to our guests Increase guest satisfaction Demonstrate my professionalism Task – Holding Goods for Pick Up Page of WHAT / STEPS 1) Items left for outside guest HOW/ STANDARDS TRAINING QUESTIONS Items left by an in-house guest that needs to be picked up by an outside party must be kept at the Concierge Items held for pick-up must be kept in a secure place Where we keep the items? The “Hold for Pickup Sheet” must be completed by the Concierge and initialed by the guest All the guest information must be noted on the Hold for Pick Up Sheet The Concierge must verify the outside party’s’ identification, i.e passport, ID, etc before handing over the item The Concierge has to inform the inhouse guest if the item has not been collected on the following day What kind of information we need to verify? Why we need to inform the inhouse guest? The guest is required to sign the Hold Why we need the guest’s for Pickup Sheet when he/she collects signature on the sheet? the item Why we need the guests ID? Concierge needs to inform the guest about ID requirements for a Third Task – Holding Goods for Pick Up Page of party to pick up left items WHAT / STEPS 2) Items left for in-house guest HOW/ STANDARDS TRAINING QUESTIONS Any item left by an outside guest that needs to be picked up by an inhouse guest has to be kept by the Concierge Where we keep the items? Items held for pick-up must be kept in a secure place Hold for Pickup Sheet must be completed by the Concierge and initialed by the guest What kind of information we need to verify? All the guest information must be noted on the Hold for Pick Up Sheet If the (in-house) guest is in his room, deliver the item to the room immediately The guest’s signature must be obtained on the sheet Why we need the guests signature on the sheet? Why we need to leave a If the guest is not in his room, leave a message to the guest? message for the guest When the guest contacts Concierge, the Bellboy will send the item to the guests’ room immediately Task – Holding Goods for Pick Up Page of Summary questions: a) Of the two main possibilities with Pick Up Items which is the first one this SOP deals with? b) Where are items kept for pick up by an outside guest? c) What information is required from the in house guest before we can accept the item? d) What kind of information we need to verify the pick up? a) In relation to items left for in house guests, where are they kept? b) Why we need the guest’s signature on the sheet? c) When would we leave a message with the guest? Now ask the Trainee to practice the whole task from start to end to test competency Task – Holding Goods for Pick Up Page of ... guest’s for Pickup Sheet when he/she collects signature on the sheet? the item Why we need the guests ID? Concierge needs to inform the guest about ID requirements for a Third Task – Holding Goods for. .. the items? The “Hold for Pickup Sheet” must be completed by the Concierge and initialed by the guest All the guest information must be noted on the Hold for Pick Up Sheet The Concierge must verify... the Concierge Where we keep the items? Items held for pick- up must be kept in a secure place Hold for Pickup Sheet must be completed by the Concierge and initialed by the guest What kind of information