con-15 group luggage check out(团队离店行李处理程序)

标准操作程序 Standard Operating Procedure 公司名称： XX 酒店管理公司 Company : XX Hotel Management Limited 编号： Reference No. FO-CON-14 部门： 前厅部礼宾部 Department: Front Office DepartmentConcierge 日期 Date 2010 年 11 月 8 日 标题： 团队离店行李处理程序 Title: Group Luggage Check Out 页 Page 第 1 页 共 1 页 Page 1 Of 1 Why is this task important for you and our guests? 为什么这个任务对你和你的客人非常重要？ Answers 回 答: 1. We must provide a prompt and accurate luggage service to our guests. 我们必须给客人提供及时，准确地行李服务。 2. Safety is one of the most important issues to our guests; we must make sure guests luggages safety. 对客人来说安全至关重要，我们必须保证客人行李的安全。 3. Increase guest satisfaction. 提升客人的满意度。 4. Demonstrate my professionalism. 展示我们的专业水准。 Why is this task important for you and our guests? 为什么这个任务对你和你的客人非常重要？ Answers 回 答: 1. We must provide a prompt and accurate luggage service to our group guests. 我们必须给客人提供及时，准确的行李服务。 2. Safety is one of the most important issues to our guests; we must make sure their luggage is safe. 对客人来说安全至关重要，我们必须保证客人行李的安全。 3. Increase guest satisfaction. 提升客人的满意度。 4. Demonstrate my professionalism. 展示我们的专业水准。 WHAT / STEPS 工作步骤 HOW/ STANDARDS 怎么做 /工作标准 Training Question & How we talk 提 问和话述 1) Group departure 团队离店 The Chief Concierge must confirm the Luggage Collection time with the Tour Leader. 礼宾部主管必须提前和团队领队确认团队行 李离店时间. 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. 礼宾部主管应将团队离店及出行李时间记录 在团队指令上并和团队资料放在一起. One day prior to group departure, The Group Departure Report needs to be printed out and luggage slips are then prepared. 在团队离店前一天,团队离店报告应打印出 并准备好团队行李牌. How can we get the luggage collection time? 我们在哪取得团队出行李时间? Which information should we note down? 我们应该记录下哪些信息? When do we start to prepare for the group departure? 什么时候开始我们开始准备团队离店? 酒店 logo Task Group Luggage Check Out Page 3 of 5 WHAT / STEPS 工作步骤 HOW/ STANDARDS 怎么做/工作标准 Training Question & How we talk 提 问和话述 6) Collect luggage 收行李 Bellmen must collect all luggage from the floor outside of departing guests rooms and load it onto the trolleys 行李员依次从客人房间门外收取客人行李, 整齐地摆放在行李车上. Record the number of luggage one by one room on the luggage collection list. 把每个房间的行李数记录在登记表上。 Bring the luggage to the lobby to await departure. 将客人行李运送到酒店大堂准备离开. 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. 行李直接摆放到团队大巴上, 或用行李网网 好,集中整齐地存放在指定地点 At least one bellboy will be responsible for the safety of the luggage in the lobby. 最少一名行李员会被指令去看管临时存放的 团队行李. Why is the luggage in front of the guest room? 为什么客人会将行李放在门外? How should we place the luggage in the lobby? 我们会怎样在酒店大堂摆放团队行李? Why do we need one bellman to be responsible for the safety of the luggage? 为什么最少一名行李员会被指令去看管临 时存放的团队行李. 7) Hand over luggage 移交团队行李 Load all luggage into the coach. 将所有行李装上车. The Chief Concierge must confirm the quantity and condition of the luggage with the Tour leader before group departure and sign on the record. 礼宾部主管必须在团队离开时, 和团队领队 Why must we confirm the quantity and condition of the luggage with the tour leader? 为什么我要在团队离开时, 和团队领队确 认行李的状况与数量? WHAT / STEPS 工作步骤 HOW/ STANDARDS 怎么做/工作标准 Training Question & How we talk 提 问和话述 确认行李的状况与数量，并签字确认。 Summary questions 问题总结: 1. How can we ensure all luggage from one is kept together? 我们怎样才能保证所有行李都被存放在一起？ 2. Why do we need to confirm the number of luggage pieces with tour leader and driver? 为什么礼宾部主管必须和团队大巴司机和团队领队确认行李数量。 3. How should we place the luggage in the lobby? 我们怎样在酒店大堂临时存放行李? 4. What do we need to help us tag the luggage? 在给行李挂行李牌时,我们需要准备什么? 5. Why do we need one Bellman to be responsible for the safety of the luggage? 为什么最少一名行李员会被指令去看管临时存放的团队行李. 6. Why we must we confirm the quantity and condition of the luggage with the tour leader? 为什么我要在团队离开时, 和团队领队确认行李的状况与数量? 7. Is there a preferred method of loadi