Con-17FITLuggageStorage(散客行李寄存處理程序)(精).doc

標(biāo)準(zhǔn)操作程序Standard Operating Procedure公司名稱： CC酒店管理公司Company : CCHotel Management Limited編號：Reference No.FO-CON-17部門： 前廳部禮賓部Department: Front Office DepartmentConcierge日期Date2010年11月8日標(biāo)題： 散客行李寄存處理程序Title: FIT Luggage Storage頁 Page第 1 頁 共 1 頁P(yáng)age 1 Of 1Why is this task important for you and our guests?為什么這個任務(wù)對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.我們必須向客人提供快速, 準(zhǔn)確的行李寄存服務(wù).2. Safety is one of the most important issues to our guests; we must make sure their luggage is stored safely.對客人來說安全至關(guān)重要，我們必須保證客人行李的安全。3. Increase guest satisfaction.提升客人的滿意度。4. Demonstrate my professionalism.展示我們的專業(yè)水準(zhǔn)。5. Protects ourselves from claims of theft or losing guests luggage if we have a system that is followed by everyone.如果我們有一個有效的系統(tǒng),而且每個人都去遵守它, 我們就能避免客人行李的被盜與丟失.WHAT / STEPS工作步驟HOW/ STANDARDS怎么做/工作標(biāo)準(zhǔn)Training Question& How we talk提 問和話述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.問候客人并詢問所需. Why do I must greet the guest?為什么我們要問候客人?“早上好，王先生，請問有什么能幫您？2 Handling the luggage storage辦理客人的行李寄存Receive luggage from guest and confirm the pieces of luggage with guest.接過客人的行李, 并與客人核對行李件數(shù).？“Check the luggage and verify whether there is any damage.檢查行李看是否有明顯損壞.。Confirm with guest no any valuable , breakable, food, combustiable, explodable goods與客人確認(rèn)沒有貴重，易碎，現(xiàn)金，珠寶等，易然，易爆，等物品以及容易變質(zhì)的。后填寫行李寄存卡。Why do I have to confirm the pieces of luggage with guest?為什么我要與客人核對件數(shù)?“一共兩件嗎？，王先生，請問行李中有貴重易碎物品嗎“有一臺電腦，能麻煩您開箱確認(rèn)嗎？Why do I need to check the luggage?為什么我要檢查行李狀況?3 Fill in the luggage claim tag and tag the luggage。填寫行李寄存卡并給行李掛上行李卡4）存放入行李房妥善存放Fill in the luggage claim tag.填寫行李寄存卡Write guest name, room number, the pieces of luggage and time on the tag.將客人名稱,房間號碼,行李件數(shù)及寄存時間寫在寄存卡上.并注明“無貴重易碎物品?！叭绻?，需要注明：”有一臺手提電腦?！癆sk guest to initial the top part of the luggage claim tag.請客人在行李寄存上聯(lián)（酒店聯(lián)）簽名.Tear off the bottom part of the tag and present it to guest.撕下行李寄存卡的下聯(lián)交給客人保存.，并告知領(lǐng)取條件。Attach the top part of the tag with luggage.將行李卡的上聯(lián)拴在客人行李上.Attach the fragile sticker to the luggage. Be careful not to damage any luggage especially leather bags.在行李醒目位置貼易碎標(biāo)示。小心不要損壞客人行李, 特別是皮箱.Store luggage in the Concierge storage room.將客人行李妥善地存放在行李房內(nèi).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記錄.Guest Name, Room Number, Pieces of Luggage, Description, Time and Luggage Claim Tag Number storage location客人姓名,房間號碼,行李件數(shù), 行李描述, 寄存時間與寄存卡編號,存放位置.What do I need to fill in?我需要填寫什么內(nèi)容?Why do I need to ask the guest to put his initial on the top part of the tag?為什么我要請客人在行李寄存卡上聯(lián)上簽名?“請在這里簽字。“請保存好下聯(lián)領(lǐng)取行李?！癉o I need to have tags as much as bags?我們需要將每件行李都掛上行李卡嗎?5 領(lǐng)取行李Greet the guest and inquire if any help is needed.問候客人并詢問所需. Obtain the bottom part of luggage claim tag from the guest. 從客人處獲得行李寄存卡的下聯(lián).Ask guest to initial the bottom part of luggage claim tag.請客人在行李寄存卡的下聯(lián)上簽名.Verify the signatures on both part of the tag are same:將寄存卡上下聯(lián)上兩個簽名進(jìn)行核對看是否一致:If signatures are not the same, politely inform that you need an authority letter from the guest to retrieve the luggage.如果簽名不一致, 禮貌地告訴來人他需要客人的授權(quán)書來領(lǐng)取行李.Why does the guest need to initial the bottom part of the tag?為什么要請客人在行李寄存卡的下聯(lián)上簽名?“早上好，王先生，您需要幫助嗎？Why do I need to verify both signatures?為什么我要核對上下聯(lián)上的簽名?Why do I need the authority letter?為什么我們需要客人的授權(quán)書?Why do I need to explain this to the guest?為什么我要向客人解釋有關(guān)程序?Can I trust the guest and hand over luggage to them without the tag?我能因為相信客人而在沒有回收行李卡的情況下交出行李嗎?Proceed to the appropriate section at the storage room:去到行李房的寄存地點:Guest is not allowed to enter the storage room不允許客人進(jìn)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.再次核對寄存卡兩聯(lián)上的編號是否相符以保證客人寄存物品都已歸還.Why do I can not just keep the luggage behind the Concierge counter?為什么我不能將客人行李存放在行李臺后面?Why can I not allow guest to enter the storage room?為什么我們不允許客人進(jìn)入行李房?Why do I need to keep record?為什么我需要作記錄?What do I need to record?我要記錄什么內(nèi)容?6 Offer extra service提供額外幫助Help the guest to carry their luggageAsk if guest needs additional assistance. (i.e. Limousine, Taxi幫客人搬運(yùn)行李, 詢問客人是否還有其他需求(如: 車輛安排,出租車Why do I have to offer additional assistance?為什么我們需要提供額外幫助?“王先生，需要幫您安排一部出租車嗎？7. Update record and filing更新紀(jì)錄Update the luggage storage control sheet or Logbook.更新行李寄存控制記錄或交班本.Keep the luggage claim tag in the file for six months.保存行李寄存卡六個月.Why do I need to file the tag?為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誰的主要責(zé)任?2. How do you check for damage?你怎么檢查客人行李狀況?3. What are the 4 things you must write on the luggage tag for each guest?哪四個重要信息你必須登記在客人行李寄存卡上?4. How does the guest retrieve their luggage?客人怎樣領(lǐng)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們需要登記六條重要信息, 它們是哪些?6. When you see the same guest again, why is it important to (re greet them and ask for assistance?當(dāng)我們見到同一個客人過來,為什么我們要主動問候他/她, 并詢問所需?7. In what circumstances would you deny a piece of luggage to a guest and what would you suggest they to do?在什么情況下我們可以拒絕交出寄存行李, 有什么其他證明來人需要提供?8. Are Guest