HSKP-SC-0022Requests for Bell Service要求行李服务.docVIP

PROCEDURE程序:luggage down 下行李 if guest request to take the luggage down for check out , remind the guest to collect the personal items and double check the safety box, and confirm the room number and how many pieces of luggage. 当客人来电要求要拿行李下去退房，提醒客人是否把个人物品都收好了，并且是否检查保险箱，确认房间号和行李的件数。 Inform the guest that you will send a porter as soon as possible: e.g. “Please proceed to reception, we will have a bellman to collect your bags shortly. Mr. ((?” if the guest just request in advance, inform the guest that we will send a bellman to collect his/her luggage on the requested time. 如果客人准备退房，告知客人我们会尽快派一名行李员到他房间，即 “((先生/女士，请您 先去前台办理结帐手续，行李员会马上到您房间帮您拿行李。”如果客人是提前预订行李服务，告知客人我们会在他/她要求的时间派行李员到他房间取行李。 Thank guest for calling and wish a pleasant day. 感谢客人打来电话并祝客人 Inform the concierge immediately and provide them with the information obtained. 马上把各种信息告知礼宾部Record the name of bellman who you gave the information to . 记录你所通知的行李生名字Ensure that the bellman goes to the room as soon as possible to fulfill the guest request. 确保行李员尽快到达客人房间完成客人的要求 luggage delivery送行李If there is a delay, first apologize for delay of his/her luggage. E.g. “ I’m very sorry for the delay of your luggage.” 如果有耽搁，首先对客人行李的延误送到表示道歉， 如：“很抱歉给您行李送晚了 Ask the guest how many pieces are to be sent up. E.g. “How many pieces of luggage do you have, Mr. ((?” 询问客人有多少件行李要送到他房间 Ask the guest to describe the luggage, e.g. “What does your luggage look like and what color is it ?” 请客人描述行李特征，如：“您的行李是什么样的？它是什么颜色的？”等。 Inquire if the guest has and luggage tag. E.g. “Did you receive any luggage tag upon arrival, Mr. ((?” 询问客人是否有行李牌，即 “((先生/女士， 当您登记时，您是否得到行李员给您的行李牌。 If he has a luggage tag, obtain the serial number. E.g. “could you please read me the serial number?” 如果客人有行牌，获得行李牌号码，即“请您帮我读一下行李牌上的号码好吗？ Inform the guest that you will check on delay of his luggage. E.g. “I will check on the delay of your luggage with the concierge.” 告知客人你将会立即检查所耽搁的行李，如“我会马上与行李部检查，请您稍等 Wish guest a pleasant day and thank you for calling.” 祝客