HANDLE GUEST LUGGAGE
OBJECTIVE:
-To ensure all guest luggage is delivered in a timely manner to the guests room or assist luggage down to avoid delay and inconvenience to the guest following check in and checkout
-To ensure all guest luggage is protected from loss or damage
POLICY:
- All employees must handle guests’ luggages in an enthusiastic and effective manner
PROCEDURE:
ARRIVAL LUGGAGE
FIT
The Concierge is always available at the entrance.
On arrival of the guest he will open the car door, greet the guest and unload the luggage from the car with the chauffeur’s (driver) help.
The concierge will put the luggage tags on the bags and load the luggage in the trolley.
He’ll open the door for the guest and the Guest Relations Officer will welcome them, escort them to the reception desk
He’ll bring the trolley to the lobby and park it near the concierge desk.
He’ll write the name of the guest on the luggage tags and wait for the room allocation to be done by the reception.
The concierge will accompany the guest and deliver the luggage to the guest room.
The concierge show the guest in-room facilities: safe deposit box, mini-bar…
After delivering the luggage he’ll return to the concierge desk right away and update the information into the Concierge Control Sheet (room number, number of pieces delivered to the room, time)
In case of scanty baggage guest (light baggage guest), concierge will update the description of the luggage & mark “S/B” in the “Number of items” column
GROUP
The concierges are always available at the entrance.
Before guests arrive, the Concierge Supervisor receives the Room List from the Guest Services Agent
On arrival of guests they will greet guests and unload luggage from the car with chauffeur’s (driver) help
The concierges will put the luggage tags on the bags and load the luggage on the trolley.
Unload the luggage at a corner where is separately for that group
They will check the guest names on the luggage and search the room number in the Room List and put that number to the tags
Confirm total number of items with the Tour Leader
Load the luggage again on the trolley, following by floors and room number somehow it is easy and convenience for them to deliver to guest rooms in 1 way service. He has to bring the Room List with him
On reaching the guest’s room, the concierge will ring the bell and introduce himself
“Concierge / Bell service”
“Concierge
Greet the guest and seek his permission for delivery the luggage.
“May I keep your luggage in please?”
The concierge will keep the luggage on luggage rack.
He will verify the number of pieces with guest and check if any further assistance is required.
“Is this your luggage Sir/Madam?”
He will wish the guest a pleasant stay and withdraw from the room
“Enjoy your stay with us Sir/Madam”
After delivering the luggage he’ll update the number of pieces delivered to the room on Room List.
Continue until all the luggage are delivered and return to the lobby.
The concierge has to double check with the Tour Leader about the luggage down time and note it on the Room List
Attach the Room List into the Daily Control Sheet to follow up
DEPARTURE LUGGUAGE
FIT
On receiving a request for luggage to be brought out (luggage down service) from a room, the concierge will check on the Departure List for Arrival date and then check on the Concierge Control Sheet.
Depend on the number of pieces which were delivered to the room on arrival he’ll decide whether to take a trolley or not.
The concierge go to the guest room, ring the bell and introduce himself
“Concierge / Bell service”
Concierge
Greet the guest and seek his permission to pick up the luggage.
“May I take your luggage down please?”
He’ll bring the luggage to the lobby and keep it near the concierge desk and put the luggage tag in with room number and quantity of luggage
After the concierge has received a clearance from the cashier, he’ll load the guest’s luggage on the guest’s transportation.
Politely fare-well to guests, wish them a good trip and express his wish to be served them in the future
“Thank you very much for your stay with us. Have a good trip/ Enjoy your journey/ Have a safe and pleasant trip… and we hope to serve you again in the future”
GROUP
The Concierge Supervisor has to prepare the Departure List for the following day and assigns the concierges for luggage down
Base on the time of luggage down noted on Room List, the concierges will go up the floors to collect the luggage, note the number of items on the Control List, and load down to the lobby, keep in a separate area for that group
Hand over the luggage to Tour Leader and help them load the luggage on the bus
Politely fare-well to guests, wish them a good trip and express your wish to be served them in the future
“Thank you very much. Have a good trip / Enjoy your journey / Have a safe and pleasant trip… and see you again soon”
STORAGE GUEST LUGGAGE
The guests may send their luggage to the hotel before they are checking –in, or they might checked out already and would like to send their luggage for a certain period as they don’t want to carry so many baggage to the other places
Before accepting the luggage for storage the concierge would ensure that the luggage is belongs to the guest who has booking to stay at hotel in the future or is a resident in the hotel.
Concierge ensures that nothing important or valuable jelwery like laptop, passport, diamond ring, etc kept in the luggage. Also, Concierge has to ask guest for the contact number and record on Concierge Control Sheet.
“Please ensure nothing important or valuable jelwery are kept in the luggage”
” He has to find out the date/time of handing over the luggage to the guest and write down on the Luggage storage tag
He’ll attach the Luggage Tag to all the bags and handover the receipt to the guest.
He’ll record the items in the Left Luggage Register before placing them in the Left Luggage Room.
The Concierge Supervisor should check the Left Luggage usually, ensure it is in good protection and he has to check in the Register List, if any luggage is keeping over the hand-over time/date and report to Front Office Manager for solution
