STANDARD OPERATING PROCEDURE HANDLING GROUP LUGGAGE TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0005 Concierge January 2005 I expect my luggage to be handled carefully and professionally and to arrive at my room quickly 30 minutes Why is this task important for you and our guests? Answers: We must provide a prompt and accurate luggage service to our group guests Safety is one of the most important issues to our guests; we must make sure their luggage is safe Increase guest satisfaction Demonstrate my professionalism Task - Handling Group Luggage Page of WHAT/ STEPS 1) Group arrival HOW/ STANDARDS When group arrives at the hotel, the Doorman should direct the coach so that it does not block the main entrance TRAINING QUESTIONS Why we need to direct the coach? Bus coaches must park on the street in front of the hotel entrance 2) Handle luggage Doorman will greet guests and escort them to the lobby The Sales Manager or Assistant Manager will escort our guests to the group checkin area Why does the Doorman have to escort the guest to lobby? Designated Bellmen and Doormen should unload the luggage and place them in neat lines adjacent to the entrance Why I need to place the luggage in lines? Luggage will never be stored in the Hotel Lobby Task - Handling Group Luggage To ensure all luggages is kept together luggage net must be used How can we ensure all luggages are kept together? The concierge shift leader must confirm the number of luggage items with the tour leader and driver Why we need to confirm the number of luggage with the tour leader and driver? Page of WHAT/ STEPS 3) Tag luggage HOW/ STANDARDS Bellmen should have a group rooming list, luggage tags and a pen TRAINING QUESTIONS What we need to help us tag the luggage? Using the rooming list, the Bellmen will apply tags, marked with the appropriate room number, to the luggage 4) Deliver luggage Luggage is loaded onto trolleys as per floor, for Delivery How should we deliver luggage to guest room? Deliver the luggage to the guests’ room according to the group rooming list Why we need to return the rooming list to the Chief Bellmen are to return the rooming list Concierge? to the Chief Concierge after the delivery 5) Group departure The Chief Concierge must confirm the Luggage Collection time with the Tour Leader How can we get the luggage collection time? The Chief Concierge will note the departure date / time and luggage collection time on the group rooming list The Group Rooming List must be attached to the Group File Which information should we note down? One day prior to group departure, When we start to prepare for The Group Departure Report needs to the group departure? be printed out and luggage slips are then prepared Task - Handling Group Luggage Page of WHAT/ STEPS 6) Collect luggage HOW/ STANDARDS Bellmen must collect all luggage from the floor outside of departing guests’ rooms and load it onto the trolleys TRAINING QUESTIONS Why is the luggage in front of the guest room? Bring the luggage to the lobby to await departure Luggage will be placed directly into the group coach or in neat lines covered with net, in the appropriate area and waiting for further instruction At least one bellboy will be responsible for the safety of the luggage in the lobby 7) Hand over luggage How should we place the luggage in the lobby? Why we need one bellman to be responsible for the safety of the luggage? Load all luggage into the coach The Chief Concierge must confirm the quantity and condition of the luggage with the Tour leader before group departure Why must we confirm the quantity and condition of the luggage with the tour leader? Summary questions: How can we ensure all luggage from one is kept together? Why we need to confirm the number of luggage pieces with tour leader and driver? How should we place the luggage in the lobby? What we need to help us tag the luggage? Task - Handling Group Luggage Page of 5 Why we need one Bellman to be responsible for the safety of the luggage? Why we must we confirm the quantity and condition of the luggage with the tour leader? Is there a preferred method of loading luggage into a coach? Now ask the Trainee to practice the whole task from start to end to test competency Task - Handling Group Luggage Page of ... the group rooming list The Group Rooming List must be attached to the Group File Which information should we note down? One day prior to group departure, When we start to prepare for The Group. .. according to the group rooming list Why we need to return the rooming list to the Chief Bellmen are to return the rooming list Concierge? to the Chief Concierge after the delivery 5) Group departure... in the Hotel Lobby Task - Handling Group Luggage To ensure all luggages is kept together luggage net must be used How can we ensure all luggages are kept together? The concierge shift leader must