STANDARD OPERATING PROCEDURE HANDLING LUGGAGE UPON ARRIVAL TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0003 Concierge January 2005 I expect my luggage to be sent to my room as soon as possible, and my luggage to 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 make sure guests’ luggage’s safety Increase guest satisfaction Demonstrate my professionalism Task: Handling Luggage Upon Arrival Page of WHAT / STEPS 1) Escort Guest to Reception HOW/ STANDARDS Bellman should always escort the guest to the Front Desk and introduce the guest to the Front Desk Agent TRAINING QUESTIONS Why we need to introduce the guest to the Front Desk Agent? Familiarize yourself with the guest name and introduce the guest to the Front Desk 2) Handling luggage Luggage always needs to be well secured Why should we never leave the luggage unattended? Never leave guest luggage unattended After registration, obtain the room number from the Front Desk Verify the room number and write it on the luggage ticket Identify the guest’s luggage and deliver to the guest’s room without delay Task: Handling Luggage Upon Arrival Page of WHAT / STEPS 3) Deliver luggage to guest room HOW/ STANDARDS Once in front of the correct room, knock on the door and announce yourself to the guest TRAINING QUESTIONS Why does the guest need to know who we are? Greet the guest by name and introduce yourself Maintain eye contact and smile Where should we put the luggage? After entering the room, gently retrieve the luggage rack from the closet and put the luggage on top with the locks facing towards you Why we need to place Suites in the wardrobe? Neatly and carefully hang garment bags either inside the closet or on the luggage rack 4) Introduce hotel & room facilities Explain the hotel’s facilities such as Why we need to explain the Restaurant, Business center, Spa, In- hotel facilities to the guest? Room Dining, etc Inform the guest about the Mini bar, climate control, light switches and bedside control, Task: Handling Luggage Upon Arrival Which room facilities should we introduce to the guest? Page of laundry/dry cleaning supplies and TV At least one F&B outlet must be promoted during rooming process Breakfast venues need to be explained Why we need to advise the emergency exits to guest? Advise guest of nearest emergency exits WHAT / STEPS 5) Leaving guest room HOW/ STANDARDS Offer additional assistance TRAINING QUESTIONS What additional assistance can be offered? Wish the guest an enjoyable stay and then leave the room Return to the lobby without delay Summary questions: Why we need to introduce the guest to the Front Desk Agent? Why does the hotel strongly emphasis that luggage should not be unattended? Where is luggage placed when delivering it to the guest room? Is there anything else which needs to be done other than delivering it at this stage? Which room facilities should we introduce to the guest? When leaving a guest room what additional assistance may a guest want? Task: Handling Luggage Upon Arrival Page of How ask the Trainee to practice the whole task from start to end to test competency Task: Handling Luggage Upon Arrival Page of ... write it on the luggage ticket Identify the guest’s luggage and deliver to the guest’s room without delay Task: Handling Luggage Upon Arrival Page of WHAT / STEPS 3) Deliver luggage to guest... may a guest want? Task: Handling Luggage Upon Arrival Page of How ask the Trainee to practice the whole task from start to end to test competency Task: Handling Luggage Upon Arrival Page of ... introduce the guest to the Front Desk 2) Handling luggage Luggage always needs to be well secured Why should we never leave the luggage unattended? Never leave guest luggage unattended After registration,