酒店行李储存及取回标准操作规程GUESTEXPECTATION客人期望:Iexpectthatthehotelcanprovideluggagestorage,andallmyluggagewillbehandledcarefullyandstoredinthestorageroomtoensureitssafety.我希望酒店能提供行李储存，同时希望酒店能谨慎地处理我的行李并储存好我的行李以确保行李安全。Whyisthistaskimportantforyouandourguests?为什么该职责对你和我们的客人都很重要？Answers回答:1.Wemustprovideapromptandaccurateluggagestorageservicetoourguests.我们向我们客人提供快捷、无误的行李储存服务。2.Safetyisoneofthemostimportantissuestoourguests;wemustmakesuretheirluggageisstoredsafely.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。3.Increaseguestsatisfaction.提高客人满意度。4.Demonstratemyprofessionalism.展示职业水准。5.Protectsourselvesfromclaimsoftheftorlosingguestsluggageifwehaveasystemwhichisfollowedbyeveryone.如果我们有一个人人都遵循的体制，那么我们就可以免于偷盗或客人行李遗失。STEPS步骤How/Standards标准1)luggagestorage取回行李储存申请单Greettheguestandinquireifanyhelpisneeded.问候客人并询问是否需要帮助。Receiveguestrequestforluggagestorage.取回行李储存申请单。2)Handlingtheluggage处理行李Receiveluggagefromguestandconfirmthepiecesofluggagewithguest.从客人处收到行李并确认行李数量。Checktheluggageandverifywhetherthereisanydamage.检查行李并核实是否有损坏。3)Fillintheluggageclaimtagandtagtheluggage填写行李申请标签并把标签挂在行李上Fillintheluggageclaimtag.填写行李申请标签。Writeguestname,roomnumber,thepiecesofluggageandtimeonthetag.在标签上写下客人姓名，房号，行李数量及时间。Askguesttoinitialthetoppartoftheluggageclaimtag.让客人在行李申请标签的上半部份签字。Tearoffthebottompartofthetagandpresentittoguest.撕下标签的下半部分，拿给客人。Attachthetoppartofthetagwithluggage.把上半部分附在行李上。4)Explanation解释Explaintoguesthowtoclaimhisluggage.向客人解释收行李的方式.TheGuestmustpresenttheirpartoftheirtagtopicktheirluggage.取行李时，客人须出示他们行李标签。Wishtheguestagoodday.祝愿客人过得愉快。5)Storeluggageandmakerecord储存行李，做好记录StoreluggageintheConciergestorageroom.把行李储存到礼宾储存室。Becarefulnottodamageanyluggageespeciallyleatherbags.小心不要损坏任何一件行李，特别是皮革袋。MakerecordontheluggagestoragecontrolsheetorLogbook.在行李储存控制单或日志上做好记录。GuestName,RoomNumber,PiecesofLuggage,Description,TimeandLuggageClaimTagNumber.客人姓名，房号，行李数量，描述，时间，以及行李索取标识号6)Receivingrequestforluggageretrieval要求取回行李Greettheguestandinquireifanyassistanceisneeded.问候客人，并询问他们是否需要帮助。Receiveguestrequestforretrievalthestorageluggage.接收客人行李领取请求。7)Obtainthetagfromguestandverifythesignatures收回行李标签并核实其签字Obtainthebottompartofluggageclaimtagfromtheguest.向客人索要行李领取标签的下半部分。Askguesttoinitialthebottompartofluggageclaimtag.让客人在行李领取标签的下半部分签名。Verifythesignaturesonbothpartofthetagaresame.核实标签的两个部分的签名是否相同。Ifsignatureisnotthesame,politelyinformthatyouneedanauthorityletterfromtheguesttoretrievetheluggage如果签名不同，有礼貌得告知客人，你需要客人的授权信才能让他取回行李。8)Handlingtheluggage交付行李Proceedtotheappropriatesectionatthestorageroom.到储存室相应区域。Guestisnotallowedtoenterthestorageroom.不要让客人进入储存室。Locateguest’sluggagefromthestorageareaandbringittotheguest.在储存区找到客人行李并交给客人。Verifyluggagetagnumberwithguest’stagnumberandmakesureallguestbelongin...
