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SOP Intercontinental Group Concierge Luggage storage retrieval41504

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STANDARD OPERATING PROCEDURE LUGGAGE STORAGE & RETRIEVAL TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0006 Concierge January 2005 I expect that the hotel can provide luggage storage, and all my luggage will be handled carefully and stored in the storage room to ensure its safety 30 minutes Why is this task important for you and our guests? Answers: We must provide a prompt and accurate luggage storage service to our guests Safety is one of the most important issues to our guests; we must make sure their luggage is stored safely Increase guest satisfaction Demonstrate my professionalism Protects ourselves from claims of theft or losing guests luggage if we have a system which is followed by everyone Task – Luggage Storage and Retrieval Page of WHAT / STEPS 1) Receiving request for luggage storage HOW/ STANDARDS Greet the guest and inquire if any help is needed TRAINING QUESTIONS Why I must greet the guest? Receive guest request for luggage storage 2) Handling the luggage Receive luggage from guest and confirm the pieces of luggage with guest Check the luggage and verify whether there is any damage 3) Fill in the luggage claim tag and tag the luggage Fill in the luggage claim tag Why I have to confirm the pieces of luggage with guest? Why I need to check the luggage? What I need to fill in? Write guest name, room number, the pieces of luggage and time on the tag Ask guest to initial the top part of the luggage claim tag Why I need to ask the guest to put his initial on the top part of the tag? Tear off the bottom part of the tag and present it to guest Attach the top part of the tag with luggage Task – Luggage Storage and Retrieval Page of WHAT / STEPS 4) Explanation HOW/ STANDARDS Explain to guest how to pick up the stored luggage: The Guest must present their part of their tag to pick their luggage TRAINING QUESTIONS Why I need to explain this to the guest? Can I trust the guest and hand over luggage to them without the tag? Wish the guest a good day 5) Store luggage and make record Store luggage in the Concierge storage room Why I can not just keep the luggage behind the Concierge counter? Be careful not to damage any luggage especially leather bags 6) Receiving request for luggage retrieval Task – Luggage Storage and Retrieval Make record on the luggage storage control sheet or Logbook: Why I need to keep record? Guest Name, Room Number, Pieces of Luggage, Description, Time and Luggage Claim Tag Number What I need to record? Greet the guest and inquire if any assistance is needed Why I have to greet the guest and ask if any assistance is Page of needed? Receive guest request for retrieval the storage luggage WHAT / STEPS 7) Obtain the tag from guest and verify the signatures HOW/ STANDARDS Obtain the top part of luggage claim tag from the guest Ask guest to initial the bottom part of luggage claim tag Why does the guest need to initial the bottom part of the tag? Verify the signatures on both part of the tag are same: Why I need to verify both signatures? If signature are not the same, politely inform that you need an authority letter from the guest to retrieve the luggage 8) Handling the luggage Proceed to the appropriate section at the storage room: Guest is not allowed to enter the storage room Locate guest’s luggage from the storage area and bring it to the guest Task – Luggage Storage and Retrieval TRAINING QUESTIONS Why I need the authority letter? Why can I not allow guest to enter the storage room? Do I need to have tags as much as Page of bags? Verify luggage tag number with guest’s tag number and make sure all guest belongings are returned to the guest 9) Offer extra service WHAT / STEPS 10.) Update record and filing Help the guest to carry their luggage Ask if guest needs additional assistance (i.e Limousine, Taxi) HOW/ STANDARDS Why I have to offer additional assistance? TRAINING QUESTIONS Update the luggage storage control sheet or Logbook Why I need to file the tag? Keep the luggage claim tag in the file for six months Summary questions: Who’s primary job is to receive requests to store luggage from guests? How you check for damage? What are the things you must write on the luggage tag for each guest? How does the guest retrieve their luggage? There are pieces of information to be written on the Luggage Storage Control Log What are they? When you see the same guest again, why is it important to (re) greet them and ask for assistance? Task – Luggage Storage and Retrieval Page of In what circumstances would you deny a piece of luggage to a guest and what would you suggest to they do? Are Guests allow to enter the storage room to identify their bag? Why or Why not? What is an additional service you may be able to offer the guest? 10 When should you update the luggage storage control sheet? Now ask the Trainee to practice the whole task from start to end to test competency Task – Luggage Storage and Retrieval Page of ... luggage in the Concierge storage room Why I can not just keep the luggage behind the Concierge counter? Be careful not to damage any luggage especially leather bags 6) Receiving request for luggage. .. Receive luggage from guest and confirm the pieces of luggage with guest Check the luggage and verify whether there is any damage 3) Fill in the luggage claim tag and tag the luggage Fill in the luggage. .. Task – Luggage Storage and Retrieval Make record on the luggage storage control sheet or Logbook: Why I need to keep record? Guest Name, Room Number, Pieces of Luggage, Description, Time and Luggage

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