Con-17 FIT Luggage Storage(散客行李寄存处理程序).doc

酒店logo标准操作程序Standard Operating Procedure公司名称： CC酒店管理公司Company : CCHotel Management Limited编号：Reference No.FO-CON-17部门： 前厅部礼宾部Department: Front Office DepartmentConcierge日期Date2010年11月8日标题： 散客行李寄存处理程序Title: FIT Luggage Storage页 Page第 1 页 共 1 页Page 1 Of 1Why 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 storage service to our guests.我们必须向客人提供快速, 准确的行李寄存服务.2. Safety is one of the most important issues to our guests; we must make sure their luggage is stored safely. 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。5. Protects ourselves from claims of theft or losing guests luggage if we have a system that is followed by everyone.如果我们有一个有效的系统,而且每个人都去遵守它, 我们就能避免客人行李的被盗与丢失.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) Receiving request for luggage storage接受客人寄存行李的要求Greet the guest and inquire if any help is needed.问候客人并询问所需. Why do I must greet the guest?为什么我们要问候客人?“早上好，王先生，请问有什么能帮您？2) Handling the luggage storage办理客人的行李寄存Receive luggage from guest and confirm the pieces of luggage with guest.接过客人的行李, 并与客人核对行李件数.？“ “Check the luggage and verify whether there is any damage.检查行李看是否有明显损坏.。Confirm with guest no any valuable , breakable, food, combustiable, explodable goods与客人确认没有贵重，易碎，现金，珠宝等，易然，易爆，等物品以及容易变质的。后填写行李寄存卡。Why do I have to confirm the pieces of luggage with guest?为什么我要与客人核对件数?“一共两件吗？，王先生，请问行李中有贵重易碎物品吗“有一台电脑，能麻烦您开箱确认吗？Why do I need to check the luggage?为什么我要检查行李状况?3) Fill in the luggage claim tag and tag the luggage。填写行李寄存卡并给行李挂上行李卡4）存放入行李房妥善存放Fill in the luggage claim tag.填写行李寄存卡Write guest name, room number, the pieces of luggage and time on the tag.将客人名称,房间号码,行李件数及寄存时间写在寄存卡上.并注明“无贵重易碎物品。“如果有，需要注明：”有一台手提电脑。“Ask guest to initial the top part of the luggage claim tag.请客人在行李寄存上联（酒店联）签名.Tear off the bottom part of the tag and present it to guest.撕下行李寄存卡的下联交给客人保存.，并告知领取条件。Attach the top part of the tag with luggage.将行李卡的上联拴在客人行李上.Attach the fragile sticker to the luggage. Be careful not to damage any luggage especially leather bags.在行李醒目位置贴易碎标示。小心不要损坏客人行李, 特别是皮箱.Store luggage in the Concierge storage room.将客人行李妥善地存放在行李房内.Make record on the luggage storage control sheet or Logbook:在客人行李寄存控制本或交班本上作记录.Guest Name, Room Number, Pieces of Luggage, Description, Time and Luggage Claim Tag Number storage location客人姓名,房间号码,行李件数, 行李描述, 寄存时间与寄存卡编号,存放位置.What do I need to fill in?我需要填写什么内容?Why do I need to ask the guest to put his initial on the top part of the tag?为什么我要请客人在行李寄存卡上联上签名?“请在这里签字。“请保存好下联领取行李。“Do I need to have tags as much as bags?我们需要将每件行李都挂上行李卡吗?5) 领取行李Greet the guest and inquire if any help is needed.问候客人并询问所需. Obtain the bottom part of luggage claim tag from the guest. 从客人处获得行李寄存卡的下联.Ask guest to initial the bottom part of luggage claim tag.请客人在行李寄存卡的下联上签名.Verify the signatures on both part of the tag are same:将寄存卡上下联上两个签名进行核对看是否一致:If signatures are not the same, politely inform that you need an authority letter from the guest to retrieve the luggage.如果签名不一致, 礼貌地告诉来人他需要客人的授权书来领取行李.Why does the guest need to initial the bottom part of the tag?为什么要请客人在行李寄存卡的下联上签名?“早上好，王先生，您需要帮助吗？Why do I need to verify both signatures?为什么我要核对上下联上的签名? Why do I need the authority letter?为什么我们需要客人的授权书?Why do I need to explain this to the guest?为什么我要向客人解释有关程序?Can I trust the guest and hand over luggage to them without the tag?我能因为相信客人而在没有回收行李卡的情况下交出行李吗?Proceed to the appropriate section at the storage room:去到行李房的寄存地点:Guest is not allowed to enter the storage room不允许客人进入行李房.Locate guests luggage from the storage area and bring it to the guest.找出客人寄存行李并取出.Verify luggage tag number with guests tag number and make sure all guest belongings are returned to the guest.再次核对寄存卡两联上的编号是否相符以保证客人寄存物品都已归还.Why do I can not just keep the luggage behind the Concierge counter?为什么我不能将客人行李存放在行李台后面?Why can I not allow guest to enter the storage room?为什么我们不允许客人进入行李房?Why do I need to keep record?为什么我需要作记录?What do I need to record?我要记录什么内容?6) Offer extra service提供额外帮助Help the guest to carry their luggageAsk if guest needs additional assistance. (i.e. Limousine, Taxi)帮客人搬运行李, 询问客人是否还有其他需求(如: 车辆安排,出租车)Why do I have to offer additional assistance?为什么我们需要提供额外帮助?“王先生，需要帮您安排一部出租车吗？7.) Update record and filing更新纪录Update the luggage storage control sheet or Logbook.更新行李寄存控制记录或交班本.Keep the luggage claim tag in the file for six months.保存行李寄存卡六个月.Why do I need to file the tag?为什么我要保存行李寄存卡?1. Whos primary job is to receive requests to store luggage from guests?接受客人寄存行李的要求是谁的主要责任?2. How do you check for damage?你怎么检查客人行李状况?3. What are the 4 things you must write on the luggage tag for each guest?哪四个重要信息你必须登记在客人行李寄存卡上?4. How does the guest retrieve their luggage?客人怎样领取寄存的行李?5. There are 6 pieces of information to be written on the Luggage Storage Control Log. What are they?在寄存行李控制本上我们需要登记六条重要信息, 它们是哪些?6. When you see the same guest again, why is it important to (re) greet them and ask for assistance?当我们见到同一个客人过来,为什么我们要主动问候他/她, 并询问所需?7. In what circumstances would you deny a piece of luggage to a guest and what would you suggest they to do?在什么情况下我们可以拒绝交出寄存行李, 有什么其他证明来人需要提供?8. Are Guests allowed to enter the storage roo