CON-0004HANDLING LUGGAGE UPON DEPARTURE 处理离店行李.docVIP

Guest Expectation 客人期望:I expect that the Bellman will come to my room to pick up my luggage promptly, and my luggage will be carefully handled. 我希望服务员能迅速到我房间拿我行李，也希望我的行李被妥善安置。Why is this task important for you and our guests? 为什么该职责对你和我们的客人都很重要？ Answers回答: We must provide a prompt and accurate luggage service to our guests. 我们必须向我们的客人提供快捷、无误的服务。 Safety is one of the most important issues to our guests; we must ensure guest’s luggage is safe. 对我们客人而言，安全是最重要的问题之一；我们必须保证客人行李的安全。 Increase guest satisfaction.提高客人满意度。 Demonstrate my professionalism.展示我的职业水准。 How /Standards标准 Training Question培训的问题 1) Receive request and make record接到要求，做好记录 Upon receiving a checkout request, the following information is required: Room number How many bags If storage is needed 收到离店申请，需要以下信息: 房号 袋子数量 是否需要储藏 Log the “luggage down request” in the logbook. Concierge must note the following information in their Logbook. -Room Number -Departure Time -Number of pieces 在日志中记录“下行李申请”。 礼宾部须在日志中提到以下信息： -房号 -离店时间 -行李数量 Which information do we need to require? 我们需要获取什么信息？ Which information do we need to note down? 我们需要记下什么信息？ 2) Preparation准备 The Bellman must arrive within 5 minutes of a call to collect bags. Give the guest an estimated time. If guest needs to store the luggage, verify space in the luggage storage room, retrieve appropriate ticket from the slot at the desk. Deliver the ticket to the guest room. Take a luggage trolley, if needed and proceed to the room. Luggage trolley must be polished and kept clean and shining. 服务员必须在收行李电话打来的5分钟内到达。 给客人一个估计时间。 如果客人需要储藏行李，核实行李储藏室的空间，从桌边狭槽取出合适的行李标签送到客房。 如有必要，推一辆行李车到房间。 行李车须擦亮，保持车的干净、光亮。 Why do we need to give guest an estimated time? 为什么我们要给客人一个估计时间？ Why do I need to verify space in the luggage room first? 为什么我需要首先核实行李房的空间？ Why is it important to have the equipment clean? 为什么保持设备干净很重要？ 3) Collect luggage from room从房间收出行李 Once at the door, knock and announce yourself. Upon opening the door, gre