Department700.120.110Page1of3EffectiveDate01September2009PreparedbyRolandWangFrontOfficeManagerApprovedbyLuggageassistanceonguestarrivalObjective:EveryPeninsulaguestwillreceiveimmediateluggageassistanceuponarrival.Thisistobeofferedimmediatelywhenaguestalightsfromanymodeoftransportation.Distribution:RoomDivisionProceduresBaggagePorterageonArrival–IndividualETAknownOncetheBaggage&TransportationDeskhasannouncedthearrivalofthehotellimousineoragencyvehiclestheBaggageAttendanthastobeonstand-byattheMainEntrance.AsthevehiclesstopsattheMainEntrance,thefollowingstepshavetobetaken:1.TheBaggageAttendantassiststheDoorStafftoopenthedoorsofthevehicle,greetstheguest,andthenunloadstheluggagefromthevehicle.2.TheBaggageAttendantinvitestheguesttoverifytheexactnumberofpiecesofluggage.3.APeninsulaluggagetagtobeputoneverypieceofluggagebytheBaggageAttendant.4.ThevehiclelicenseplatenumberhastobewrittenoneachofthetagsforreferencebytheBellAttendant.(notnecessary)5.ThetotalnumberofpiecesofluggagehastobemarkedonthetagsbytheBellAttendant,whothenpassesthedetachableendoftheluggagetagtotheFrontDeskAgent,whochecksintherespectiveguest.6.TheBaggageAttendantbringstheluggagefortemporarystoringintheLuggageRoomholdingarea,whileguestisproceedingwithcheck-informalitiesattheFrontDesk.Department700.120.110Page2of3EffectiveDate01September2009PreparedbyRolandWangFrontOfficeManagerApprovedbyLuggageassistanceonguestarrivalObjective:EveryPeninsulaguestwillreceiveimmediateluggageassistanceuponarrival.Thisistobeofferedimmediatelywhenaguestalightsfromanymodeoftransportation.Distribution:RoomDivision7.WhentheBaggageAttendantisnotavailable,DoorStaffhastoassistinhandlingguestluggage.BaggageAttendantpagingsystemhastobeactivatedfortheBaggageAttendantcomestotheMainDoorforthefurtherluggagehandling.DeliveringtheLuggagetotheGuest’sRoomTheFrontDeskAgentgivesthedetachableendoftheluggagetagwiththeinformationoftheGuestnamesandroomnumberonaseparatesliptotheBaggageandTransportationDeskbeforeescortingguesttotheroom.1.TheFrontDeskagentcallsB&Tcounteraccordingtoluggagetagnumber,withroomnumberandguestnamebeforeescortingguesttotheroom.2.BellcaptainwillassigntheBaggageAttendanttobringtheluggageuptotheroomaccordingly.3.BaggageAttendantidentifiestheguest’sluggageintheholdingareaandbringsthemuptotheroomtogetherwiththeLuggageTicket.4.Guestluggagebeingkeptinourstoragearea(ifany)frompreviousvisithastobedeliveredinaccordancewithguest’sinstruction.5.Luggagetobebroughtupthroughtheservicelift.6.BaggageAttendantringsatthedoor,greetstheguestbyhislastname.7.BaggageAttendantplacesthesuitcasesontheluggagerackandgarmentbagsaretobehunginthecloset.8.BaggageAttendantmustdoubleconfirmthepiecesofluggagewithguest.9.BaggageAttendantwishestheguestapleasantstayandleavestheroomwithoutsolicitingtips.Department700.120.110Page3of3EffectiveDate01September2009PreparedbyRolandWangFrontOfficeManagerApprovedbyLuggageassistanceonguestarrivalObjective:EveryPeninsulaguestwillreceiveimmediateluggageassistanceuponarrival.Thisistobeofferedimmediatelywhenaguestalightsfromanymodeoftransportation.Distribution:RoomDivisionFollow-upandRecordingOncetheBaggageAttendanthaslefttheguestroom,thefollowingstepsaretobetaken:TheBaggageAttendanthastorecordallthedetailsfromtheLuggageTicketontheRecordSheetatthebaggage&TransportationDesk.BaggageAttendanthastoinformtheBaggageClerkofrequest/instructionfromtheguestinregardstothehandlingoftheluggage.
