CON---07-Luggage-Storage-Service-行李寄存服务.doc

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SLFT STANDARD OPERATION PROCEDURE 深圳福田香格里拉大酒店标准操作程序 DEPARTMENT 部门 Concierge 礼宾部 JOB TITLE 职位 Service Associate 服务员 TASK NO 任务序号 CON – 07 TASK 任务名称 Luggage Storage Service 行李寄存服务 EQUIPMENT REQUIRED: Opera System / Work Station / Baggage Trolley / Luggage Storage Tag / Luggage Storage Record 所需设备: Opera酒店管理系统 / 工作台 / 行李车 / 行李卡 / 行李寄存表 WHAT TO DO 做什么 HOW TO DO IT 怎么做 WHY 为什么 1. Term & Condition for luggage storage. 行李寄存的相关条款。 2．Collecting the luggage from guest. 客人寄存行李。 Luggage or belongings of non-registered guests are not be accepted for storage service unless authorized by the Director of Rooms or Front Office Manager. 非住店客人的行李除得到房务总监或前厅部经理的授权以外都不可以寄存。 Non-registered Golden Circle diamond member can enjoy luggage storage service. 非住店的金环会员钻石级可以享受行李寄存服务。 Non-registered events guest can enjoy free luggage storage service by the notice from Events Manager and FOM’s approval, and Concierge should key in Event Manager name in the luggage tag accordingly. 非住店的会议客人可以享受免费寄存服务，但需要宴会经理事先知会并得到前厅经理的批准，礼宾部员工须在寄存行李后在行李牌上标注清楚。 As a basic process, all luggage for storage has to be inspected in front of the guest before storage: 作为基本原则，所有行李在寄存前须当客人面检查是否完好。 - Bellman must confirm with the guest if there is any fragile items in the luggage which need to be stored. 行李员在寄存行李时须与客人确认是否有易碎品。 Safety & security maintain. 处于安全考虑。 Prepared By 制表人： Chew Sheau Jing 周巧清 Approved By 批准人： Keith Tomkies 汤凯之 Signature/Date 签名/日期: Signature/Date 签名/日期: SLFT STANDARD OPERATION PROCEDURE 深圳福田香格里拉大酒店标准操作程序 DEPARTMENT 部门 Concierge 礼宾部 JOB TITLE 职位 Service Associate 服务员 TASK NO 任务序号 CON – 07 TASK 任务名称 Luggage Storage Service 行李寄存服务 EQUIPMENT REQUIRED: Opera System / Work Station / Baggage Trolley / Luggage Storage Tag / Luggage Storage Record 所需设备: Opera酒店管理系统 / 工作台 / 行李车 / 行李卡 / 行李寄存表 WHAT TO DO 做什么 HOW TO DO IT 怎么做 WHY 为什么 - As SLIM standard, the item for valuable, flammable, explosive, dangerous and contraband could not be stored. 根据总部标准，不允许寄存贵重的，易燃易爆的，危险品及违禁品。 Bellman must confirm with the guest for detailed luggage pick up date and time upon the service, there are two kind of luggage storage service: 行李员在寄存行李时必须与客人确认取行李的时间，礼宾部有两种寄存服务： Short term luggage storage: 短期行李寄存 - The guest store and pick up the luggage on the same day. 同一天寄存及提取行李。 - Bellman should use departure luggage tag for the luggage storage. 在寄存时行李员应使用离店行李牌。 - Bellman must confirm with guest the detailed pick up time, and mark the pick up time on the luggage tag for further reference. 行李员在寄存行李时必须与客人确认取行李的时间，并标注在行李牌上以备日后参考。 - There is assigned short term luggage storeroom. Prepared By 制表人： Chew Sheau Jing 周巧清 Approved By 批准人： Keith Tomkies 汤凯之 Signature/Date 签名/日期: Signature/Date 签名/日期: SLFT STANDARD OPERATION PROCEDURE 深圳福田香格里拉大酒店标准操作程序 DEPARTMENT 部门 Concierge 礼宾部 JOB TITLE 职位 Service Associate 服务员 TASK NO 任务序号 CON – 07 TASK 任务名称 Luggage Storage Service 行李寄存服务 EQUIPMENT REQUIRED: Opera System / Work Station / Baggage Trolley / Luggage Storage Tag / Luggage Storage Record 所需设备: Opera酒店管理系统 / 工作台 / 行李车 / 行李卡 / 行李寄存表 WHAT TO DO 做什么 HOW TO DO IT 怎么做 WHY 为什么短期行李须存放在指定的短期行李房内。 Long term luggage storage: 长期行李寄存 - The luggage which will be stored more than 1 day and no more than 30 days. 寄存超过一天不足三十天的行李称之为长期行李寄存。 - For the luggage that is in storage for more than 30 days, Chief Concierge will ensure the guests (except for long stay guests) are contacted for items stored longer than approved period, and correspondence are kept on file for reference. 对于寄存超过三十天的行李，礼宾司将负责联系客人（长住客除外）确认其行李超过寄存期限的相关事宜，并将联系的结果记录在案以备参考。 - Director of Rooms or Front Office Manager must be informed with detail report for luggage which was stored over 30 days. 寄存时间超过三十天的行李必须详细登记，并汇报给房务总监或前厅部经理。 - There is assigned long term luggage storeroom. 长期行李须存放在指定的长期行李房内。 Prepared By 制表人： Chew Sheau Jing 周巧清 Approved By 批准人： Keith Tomkies 汤凯之 Signature/Date 签名/日期: Signature/Date 签名/日期: SLFT STANDARD OPERATION PROCEDURE 深圳福田香格里拉大酒店标准操作程序 DEPARTMENT 部门 Concierge 礼宾部 JOB TITLE 职位 Service Associate 服务员 TASK NO 任务序号 CON – 07 TASK 任务名称 Luggage Storage Service 行李寄存服务 EQUIPMENT REQUIRED: Opera System / Work Station / Baggage Trolley / Luggage Storage Tag / Luggage Storage Record 所需设备: Opera酒店管理系统 / 工作台 / 行李车 / 行李卡 / 行李寄存表 WHAT TO DO 做什么 HOW TO DO IT 怎么做 WHY 为什么 3. Luggage Tag. 行李牌。 4. Luggage storage location. 行李寄存位置。 The details required on the luggage tags have to be filled in full by the bellman as: Guest name, room number, pieces of luggage, pick up date & time. 行李牌上须将信息填写完整，包括：客人姓名，房间号码，行李件数及取件时间。 Guest’s signature will be required on the luggage tag – storage tag to acknowledge the Hotel’s condition of storage. 客人须在行李牌中酒店寄存相关细则及规定处签名。 The hotel portion of the tag will be tied to the guest luggage and the luggage will be brought to the luggage storeroom where it will be recorded. 行李牌将被绑在所寄存的行李上，行李被安置在行李房后进行登记。 Guest is to be informed to keep the tag for his/her claim to the luggage. 提醒客人将行李牌保存好，以便提取行李时使用。 There are mainly two luggage storeroom in Concierge: - Short term luggage storeroom; - Long term luggage storeroom; 礼宾部共拥有两间行李房。 For further reference, and easy contacting with guest in case. (Keep cell number if is possible) 在紧急情况时方便联络客人，其他信息以备参考。（如果可能留下客人联系电话） For guest safety and protect hotel from any liabilities. 为保护客人和酒店的利益。 To ensure that the luggage goes back to the right person. 确保客人取回正确的行李。 To avoid any disputes upon collection 方便取件管理。 Prepared By 制表人： Chew Sheau Jing 周巧清 Approved By 批准人： Keith Tomkies 汤凯之 Signature/Date 签名/日期: Signature/Date 签名/日期: SLFT STANDARD OPERATION PROCEDURE 深圳福田香格里拉大酒店标准操作程序 DEPARTMENT 部门 Concierge 礼宾部 JOB TITLE 职位 Service Associate 服务员 TASK NO 任务序号 CON – 07 TASK 任务名称 Luggage Storage Service 行李寄存服务 EQUIPMENT REQUIRED: Opera System / Work Station / Baggage Trolley / Luggage Storage Tag / Luggage Storage Record 所需设备: Opera酒店管理系统 / 工作台 / 行李车 / 行李卡 / 行李寄存表 WHAT TO DO 做什么 HOW TO DO IT 怎么做 WHY 为什么 5. Luggage log. 行李登记。 - 短期行李房； - 长期行李房； The stored luggage over one piece must be properly secured with luggage ropes. 寄存一件以上的行李，须用行李绳绑好。 All luggage which was stored in Concierge storeroom must be tied with hotel luggage store tag. 所有寄存在礼宾部行李房的行李必须绑有酒店行李寄存牌。 All luggage which was stored in Concierge storeroom must be record in luggage log for all luggage’s movement, Concierge’s signature for the luggage’s in & out is necessary with actual time and date. 所有寄存在礼宾部行李房的行李必须登记在行李寄存登记本上，任何的行李进出礼宾部员工都需要签名并注明时间。 Daily audits in the storeroom are to be conducted by Concierge Bell Captain. 礼宾部主管每天须对行李房进行核查。 All luggage log must be filed by Concierge Bell Captain as daily base, and keep half year for further reference. 礼宾部主管须每日归档行李登记表，并将记录保留半年以备查验。 To avoid mixing up with other storage bags. 避免与其他寄存行李搞混淆。 To avoid giving the wrong bags to guest and luggage loose. 为避免给错客人行李及行李混乱。 Prepared By 制表人： Chew Sheau Jing 周巧清 Approved By 批准人： Keith Tomkies 汤凯之 Signature/Date 签名/日期: Signature/Date 签名/日期: SLFT STANDARD OPERATION PROCEDURE 深圳福田香格里拉大酒店标准操作程序 DEPARTMENT 部门 Concierge 礼宾部 JOB TITLE 职位 Service Associate 服务员 TASK NO 任务序号 CON – 07 TASK 任务名称 Luggage Storage Service 行李寄存服务 EQUIPMENT REQUIRED: Opera System / Work Station / Baggage Trolley / Luggage Storage Tag / Luggage Storage Record 所需设备: Opera酒店管理系统 / 工作台 / 行李车 / 行李卡 / 行李寄存表 WHAT TO DO 做什么 HOW TO DO IT 怎么做 WHY 为什么 6. Pick up luggage. 提取行李。 7. Loss of luggage tag. 行李牌丢失。 8. Luggage pick up by third part. 第三方提取行李。 9. Luggage disposal. 行李处理。 Upon guest collect luggage, Concierge advised to double check if the tag tallies and signature with the guest’s tag before releasing. 当客人前来取件时，礼宾部员工在为客人提取行李前须认真核对行李牌号和签名。 The luggage tags (both hotel & guest) must be stapled together and file3 months in Concierge for further reference. 行李牌使用后必须将两联订在一起，并归档保存三个月以便参考。 For any luggage tag lost, the copy of guest’s valid ID & signature is required 任何的行李牌丢失，都需要客人提供有效证件的复印件及签名提取行李。 The luggage pick up by third part, the authorization correspondence from the belonging is necessary with the luggage tag. The copy of third part valid ID & signature is required. 第三方提取行李使，需要提供行李寄存人的授权信及第三方的有效身份证复印件和签名。 Chief Concierge conduct long term luggage inventory at monthly base, list down the luggage more than 30 days. (Except for long stay guests.) Protect hotel from any liabilities 保护酒店的利益。 Prepared By 制表人： Chew Sheau Jing 周巧清 Approved By 批准人： Keith Tomkies 汤凯之 Signature/Date 签名/日期: Signature/Date 签名/日期: SLFT STANDARD OPERATION PROCEDURE 深圳福田香格里拉大酒店标准操作程序 DEPARTMENT 部门 Concierge 礼宾部 JOB TITLE 职位 Service Associate 服务员 TASK NO 任务序号 CON – 07 TASK 任务名称 Luggage Storage Service 行李寄存服务 EQUIPMENT REQUIRED: Opera System / Work Station / Baggage Trolley / Luggage Storage Tag / Luggage Storage Record 所需设备: Opera酒店管理系统 / 工作台 / 行李车 / 行李卡 / 行李寄存表 WHAT TO DO 做什么 HOW TO DO IT 怎么做 WHY 为什么礼宾司将每月对长期寄存行李进行盘点，并列出寄存已经超过三十天的行李。（长住客除外） Chief Concierge should find way to contact the belongings to further confirm the pick up date, relevant correspondence should be kept in Concierge on file for further reference. 礼宾司应想办法联系客人确认行李提取时间，联络的相关细节应归档以便参考。 Director of Rooms or Front Office Manager must be informed with detail report for luggage which was stored over 30 days. 寄存超过三十天的行李必须以书面形式报告房务总监或前厅部经理。 For the luggage which was stored more than 30 days, and can not contact the belongings, and there isn’t any further arrival information from belongings, Chief Concierge should apply luggage disposal as SLIM standard. 对于寄存超过三十天且无法联系到寄存人的行李，礼宾司应根据总部标准对行李进行处理。 Luggage is disposed off after approval from Director of Rooms, Director of Security and Financial Controller, the presentation of finance for the independent witness is necessary. Prepared By 制表人： Chew Sheau Jing 周巧清 Approved By 批准人： Keith Tomkies 汤凯之 Signature/Date 签名/日期: Signature/Date 签名/日期: SLFT STANDARD OPERATION PROCEDURE 深圳福田香格里拉大酒店标准操作程序 DEPARTMENT 部门 Concierge 礼宾部 JOB TITLE 职位 Service Associate 服务员 TASK NO 任务序号 CON – 07 TASK 任务名称 Luggage Storage Service 行李寄存服务 EQUIPMENT REQUIRED: Opera System / Work Station / Baggage Trolley / Luggage Storage Tag / Luggage Storage Record 所需设备: Opera酒店管理系统 / 工作台 / 行李车 / 行李卡 / 行李寄存表 WHAT TO DO 做什么 HOW TO DO IT 怎么做 WHY 为什么超期行李处理须得到房务总监，保安总监以及财务总监的批准，在由财务部见证的情况下进行处理。 Proper documentation is to be maintained for any disposed luggage. 所有被处理的行李都将有备案。 Prepared By 制表人： Chew Sheau Jing 周巧清 Approved By 批准人： Keith Tomkies 汤凯之 Signature/Date 签名/日期: Signature/Date 签名/日期: 8

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