Con-17FITLuggageStorage(散客行李寄存处理程序)..docVIP

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 Department—Concierge 日期 Date 2010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 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: 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. 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。 Increase guest satisfaction. 提升客人的满意度。 Demonstrate my professionalism. 展示我们的专业水准。 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 th