FIT Luggage Check Out(散客离店行李处理程序)36.docVIP

标准操作程序 Standard Operating Procedure 公司名称： CX酒店管理公司 Company : CXHotel Management Limited 编号： Reference No. 部门： 前厅部— Department: Front Office Department—Concierge 日期 Date 月 标题： Title: FIT Luggage Upon Check Out 页 Page 第 页 共 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 service to our guests. 我们必须给客人提供及时，准确地行李服务。 Safety is one of the most important issues to our guests; we must make sure guests’ luggage’s 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。 Increase guest satisfaction. 提升客人的满意度。 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 T提 问 1) Receive request and make record 接受客人要求并作记录 Upon receiving a checkout request, the following information is required: 当接到客人离店行李服务要求时，应获得以下信息： Room number 房号 How many bags 行李数量 If storage is needed 是否需要寄存 Log the “luggage down request” in the logbook. 在记录本上，记录客人下行李要求。 Concierge must note the following information in their Logbook. 礼宾处必须在记录本记录以下信息： -Room Number 房号 -Departure Time 离店时间 -Number of pieces 行李件数 Which information do we need to require? 我们需要取得哪些客人信息？ “ Which information do we need to note down? 我们需要记录下哪些客人信息？ 2) Preparation 准备工作 The Bellman must arrive within 5 minutes of a call to collect bags. 行李员必须在客人打电话5分钟内到达客人房间。 Check the guest name with PMS, make sure address them by name. 与电脑核对客人姓名，确保用名字称呼客人. Give the guest an estimated time. 如果暂不能安排员工到房间收行李，应告诉客人一个大概时间。 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. 如果客人需要寄存行李，确认行李房有足够空间后，带上行李寄存牌一起上去。 Take a luggage trolley, if needed and proceed to the room. 如果有必要，带上行李车去到客人房间。 Luggage trolley must be polished and kept clean and shining. 行李车必须时常清洁，抛光保持整洁。 Why do we need to give guest an estimated time? 为什么我们要告诉客人一个大概时间。 “抱歉，张先生，10分钟内我们可以安排行李员到您房间收取行李。” 3) Collect luggage