酒店行李储存及取回标准操作(中英版).doc

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酒店行李储存及取回标准操作规程
Guest Expectation客人期望:
I expect that the hotel can provide luggage storage, and all my luggage will be handled carefully and stored in the storage room to ensure its safety.
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。
Why is this task important for you and our guests?
为什么该职责对你和我们的客人都很重要？
Answers回答:
1. We must provide a prompt and accurate luggage storage service to our guests.
我们向我们客人提供快捷、无误的行李储存服务。
2. Safety is one of the most important issues to our guests; we must make sure their luggage is stored safely. 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. Increase guest satisfaction. 提高客人满意度。
4. Demonstrate my professionalism. 展示职业水准。
5. Protects ourselves from claims of theft or losing guests luggage if we have a system which is followed by everyone. 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) Receiving request for luggage storage
取回行李储存申请单

Greet the guest and inquire if any help is needed. 问候客人并询问是否需要帮助。

Receive guest request for luggage storage. 取回行李储存申请单。

2) Handling the luggage处理行李

Receive luggage from guest and confirm the pieces of luggage with guest. 从客人处收到行李并确认行李数量。

Check the luggage and verify whether there is any damage.
检查行李并核实是否有损坏。

3) Fill in the luggage claim tag and tag the luggage
填写行李申请标签并把标签挂在行李上

Fill in the luggage claim tag. 填写行李申请标签。

Write guest name, room number, the pieces of luggage and time on the tag. 在标签上写下客人姓名，房号，行李数量及时间。

Ask guest to initial the top part of the luggage claim tag. 让客人在行李申请标签的上半部份签字。

Tear off the bottom part of the tag and present it to guest. 撕下标签的下半部分，拿给客人。

Attach the top part of the tag with luggage. 把上半部分附在行李上。

4) Explanation解释

Explain to guest how to claim his luggage. 向客人解释收行李的方式.

The Guest must present their part of their tag to pick their luggage. 取行李时，客人须出示他们行李标签。

Wish the guest a good day.祝

愿客人过得愉快。

5) Store luggage and make record储存行李，做好记录

Store luggage in the Concierge storage room. 把行李储存到礼宾储存室。

Be careful not to damage any luggage especially leather bags. 小心不要损坏任何一件行李，特别是皮革袋。

Make record on the luggage storage control sheet or Logbook. 在行李储存控制单或日志上做好记录。

Guest Name, Room Number, Pieces of Luggage, Description, Time and Luggage Claim Tag Number.客人姓名，房号，行李数量，描述，时间，以及行李索取标识号

6) Receiving request for luggage retrieval要求取回行李

Greet the guest and inquire if any assistance is needed. 问候客人，并询问他们是否需要帮助。

Receive guest request for retrieval the storage luggage. 接收客人行李领取请求。

7) Obtain the tag from guest and verify the signatures收回行李标

签并核实其签字

Obtain the bottom part of luggage claim tag from the guest. 向客人索要行李领取标

签的下半部分。

Ask guest to initial the bottom part of luggage claim tag. 让客人在行李领取标签的下半部分签名。

Verify the signatures on both part of the tag are same. 核实标签的两个部分的签名是否相同。

If signature is not the same, politely inform that you need an authority letter from the guest to retrieve the luggage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) Handling the luggage交付行李

Proceed to the appropriate section at the storage room. 到储存室相应区域。

Guest is not allowed to enter the storage room. 不要让客人进入储存室。

Locate guest’s luggage from the storage area and bring it to the guest. 在储存区找到客人行李并交给客人。

Verify luggage tag number with guest’s tag number and make sure all guest belongings are returned to the guest. 核实行李标签号是否与客人标签号一致，确保客人物品能完璧归赵。

9) Offer extra service提供额外服务

Help the guest to carry their luggage. Ask if guest needs additional assistance. (I.e. Limousine, Taxi) 帮助客人搬运行李。询问客人是否需要额外帮助。（比如，轿车，出租车）

10.) Update record and filing更新记录和归档

Update the luggage storage control sheet or Logbook. 更新行李储存控制单或日志。

Keep the luggage claim tag in the file for six months. 在文档里保存行李领取标签，保存6个月。

ummary questions:问题小结:
1. Whose primary job is to receive requests to store luggage from guests? 收回客人的行李储存申请单是谁的主要工作？
2. How do you check for damage? 你怎样检查是否有损坏？
3. What are the 4 things you must write on the luggage tag for each guest? 哪4项你必须为客人写在行李标签上？
4. How does the guest retrieve their luggage? 客人怎么取回他们的行李？
5. There are 6 pieces of information to be written on the Luggage Storage Control Log. What are they? 在行李储存控制日志里要写明6则信息。分别是什么？
6. When you see the same guest again, why is it important to (re) greet them and ask for assistance? 当你再次看到你的客人，为什么（再）问候他们并询问他们是否需要帮助很重要？
7. In what circumstances would you deny a piece of luggage to a guest and what would you suggest to they do? 在什么情况下，你会拒绝把一件行李还给客人，同时你会建议他们怎么做？
8. Are Guests allowed to enter the storage room to identify their bag? Why or Why not?
可以让客人进储存室找出他们的行李吗？如果可以的话，为什么呢？如果不可以，又是为什么呢？
9. What is an additional service you may be able to offer the guest? 你可能会给客人提供的额外服务是什么？
10. When should you update the luggage storage control sheet? 何时你会更新你的行李储存控制单？

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