STANDARD OPERATING PROCEDURE HANDLING LUGGAGE UPON DEPARTURE TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0004 Concierge January 2005 I expect that the Bellman will come to my room to pick up my luggage promptly, and my luggage will be carefully handled 30 minutes Why is this task important for you and our guests? Answers: We must provide a prompt and accurate luggage service to our guests Safety is one of the most important issues to our guests; we must ensure guest’s luggage is safe Increase guest satisfaction Demonstrate my professionalism Task – Handling Luggage Upon Departure Page of WHAT / STEPS 1) Receive request and make record HOW/ STANDARDS Upon receiving a checkout request, the following information is required: Room number How many bags If storage is needed TRAINING QUESTIONS Which information we need to require? Log the “luggage down request” in the logbook Concierge must note the following Which information we need to information in their Logbook note down? -Room Number -Departure Time -Number of pieces 2) Preparation The Bellman must arrive within minutes of a call to collect bags Why we need to give guest an estimated time? Give the guest an estimated time If guest needs to store the luggage, verify space in the luggage storage room, retrieve appropriate ticket from the slot at the desk Deliver the ticket to the guest room Why I need to verify space in the luggage room first? Take a luggage trolley, if needed and proceed to the room Why is it important to have the Task – Handling Luggage Upon Departure Page of Luggage trolley must be polished and equipment clean? kept clean and shining WHAT / STEPS 3) Collect luggage from room HOW/ STANDARDS Once at the door, announce yourself knock TRAINING QUESTIONS and Why we need to announce ourselves? Upon opening the door, greet the guest by name and introduce yourself DRILL LANGUAGE/BODY LANGUAGE Good Morning/afternoon/evening my name is ……… I am here to collect your luggage Why does the guest need a ticket? After entering the room, retrieve luggage as instructed by the guest If storage has been requested, fill out the ticket as outlined above and hand the guest his part of the ticket Take the luggage to the hotel lobby and store it in the appropriate storage section, or proceed to the hotel entrance for departure Summary questions: What information we need to require prior to picking up luggage from a guest room? Task – Handling Luggage Upon Departure Page of Why we need to give the guest an estimated time of pick up? Why we need to announce ourselves at the guest door? Now ask the Trainee to practice the whole task from start to end to test competency Task – Handling Luggage Upon Departure Page of ... the luggage room first? Take a luggage trolley, if needed and proceed to the room Why is it important to have the Task – Handling Luggage Upon Departure Page of Luggage trolley must be polished... Summary questions: What information we need to require prior to picking up luggage from a guest room? Task – Handling Luggage Upon Departure Page of Why we need to give the guest an estimated time... store the luggage, verify space in the luggage storage room, retrieve appropriate ticket from the slot at the desk Deliver the ticket to the guest room Why I need to verify space in the luggage