SOP – Concierge / Bell Desk – Left Luggage Handover Procedure

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Concierge Left Luggage Handover Procedure  

Left Luggage Handover Procedure:

  • There is a designated luggage room where guests may store their luggage during their stay or until their next stay or visit.
  •  Documented evidence exists for luggage control /storage & return items stored are tagged individually.
  •  The Concierge team member will write the name, room number, and pick-up date on the tag.
  •  A tag is issued, showing individual receipt number and baggage details which are handed over to the guest.
  •  Always hand over luggage carefully as per the guest’s instructions.
  •  All guest luggage and other guest items are to be stored and handed over securely.
  •  Receive the luggage tag from the guest for verification.
  •  Identify and verify that the tag corresponds to the details in the logbook.{loadposition amp-mid}
  •  Ask the guest for a brief description of the luggage.
  •  Evidence exists to show that luggage is only released upon receipt of a valid and matching luggage tag.
  •  The receptionist will take both tags, from the luggage as well as from the guest, and throw them away.
  •  If a guest does not have a luggage tag, you will let the Front Desk Manager handle it.
  •  Guests and porters do not have direct access to the luggage room.
  •  For security reasons, normally all hotels do not allow left luggage facilities for non-hotel guests.
  •  Handover the luggage to the guest as per the concierge standard procedure.
  •  In case of delivery, fill out the acknowledgement receipt.
  •  File the acknowledgement receipt in the file after delivery.
  •  Take the receiving signature on the counter receipt section of the left luggage or luggage storage form.
  •  Inform the Chief concierge that the task is completed.
  •  Always check/verify the details and then only handover the luggage.

Training Summary questions:

Q1. What is the purpose of this SOP?

Q2. Where is the guest’s luggage stored?

Q3. What are the details to note on the left luggage form?

Q4. Explain the verification process before handing over the guest’s luggage.

Q5. Why the left luggage facility is not extended to non-resident guests?

SOP Number: Front Office SOP – 41
Department: Concierge - Left Luggage Handover Procedure 
Date Issued: 16-Jul-2018
Time to Train: 20 Minutes
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