SOP – Concierge / Bell Desk – Departure Baggage Pickup Request

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Handling Baggage Pickup Requests at Departure  

Departure Luggage Pickup Request:

  1. Guest luggage is to be brought down quickly and carefully and either placed in storage or loaded into the departure vehicle.
  2.  Always pick up the phone within 3 rings and follow the hotel’s standard telephone greetings.
  3.  Quote the time that the bell attendant will be at the room of the guest.
  4.  Re-confirm the room number and verify the same with the hotel software.
  5.  Ask whether you can assist in printing their invoice for checkout.
  6.  Inquire whether they will be needing a taxi, limousine service, or the pickup of their car.
  7.  Close the phone call by saying “My pleasure Mr./Mrs. Bond, I will send up the bell attendant right away. Is there anything else I can help you with? Have a good day and thank you for your stay in our hotel.”
  8.  Take a checkout tag and proceed to the room.
  9.  Knock on the door.
  10.  Pick up luggage from the room.
  11.  Tag the luggage and guest items with the luggage tag if the same is missing.
  12.  Check for fragile/breakable items.
  13.  Check all drawers, shelves, cupboards, beds, side tables, bathrooms, etc., and make sure the guest has not left anything behind.
  14.  Luggage is to be brought down using the luggage/service elevator only and avoid using the guest elevator.
  15.  The supervisor will check with the reception if the bill has been settled.
  16.  If the bill is pending and the guest has already left, contact the duty manager. Do not call the guest back.
  17.  Thank the guests for staying with the hotel and bid them farewell. (Thank you for staying with us Mr Bond. Have a pleasant journey and hope to see you again soon.)
  18.  Record the departure details on the departure errand card and hand it over to the front desk/cashier for signature.
  19.  Record the departure details in the logbook.

If the Guest Request for Taxi:

  • Ask when a taxi is needed.
  •  Ask for his destination.
  •  Explain the fair details to the guest.
  •  Ask the guest if the tax to the airport or other destination, and the amount to be charged to the final guest invoice.
  •  The Concierge team should then organize a taxi.
  • Inform the Front Office Agent or Cashier to have the invoice printed and ready.
  •  Inform the MiniBar Attendant to check the consumption.
  •  Inform the Doorman to keep the guest’s car ready at the portico (In case of retrieval of the guest’s car).
  •  Inform the Doorman to announce the guest’s car if the driver is accompanying the guest.
  •  Verify the flight status and promptly inform the guest about any expected delays.

Training Summary questions:

Q1. What is the purpose of this SOP?

Q2. How to close the phone call with the guest?

Q3. What needs to be done if the guest requests a taxi?

Q4. Explain the guest luggage pickup procedure.

Q5. What are the related tasks when guests request the luggage?

SOP Number: Front Office SOP – 42
Department: Concierge - Departure Baggage Pickup Request 
Date Issued: 16-Jul-2018
Time to Train: 20 Minutes

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