Handling Baggage Pickup Request at Departure
SOP Number: FO – 42
Department: Concierge - Departure Baggage Pickup Request
Date Issued: 16-Jul-2018
Time to Train: 20 Minutes
Departure Luggage Pickup Request:
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Guest luggage to be brought down quickly and carefully and either placed in storage or loaded into the departure vehicle.
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Always pick up the phone within 3 rings and follow the hotel's standard telephone greetings.
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Quote the time that the bell attendant will be at the room of the guest.
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Re-confirm the room number and verify the same with the hotel software.
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Ask whether you can assist in printing their invoice for check out.
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Inquire whether they will be needing a taxi, limousine service or the pickup of their car.
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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.”
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Take a check out tag and proceed to the room.
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Knock the door.
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Pick up luggage from the room.
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Tag the luggage and guest items with the luggage tag if the same is missing.
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Check for fragile/breakable items.
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Check all drawers, shelves, cupboards, bed, side table, bathroom etc. and make sure guest has not left anything behind.
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Luggage to be brought down using the luggage/service elevator only and avoid using the guest elevator.
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The supervisor will check with the reception if the bill has been settled.
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If the bill is pending and guest has already left, contact the duty manager. Do not call the guest back.
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Thank the guest 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.)
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Record the departure details on to the departure errand card and hand over to the front desk/cashier for signature.
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Record the departure details in the logbook.
If the Guest Request for Taxi:
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Ask when the taxi is needed.
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Ask for his destination.
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Explain the fair details to the guest.
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Ask the guest if the tax to the airport or other destination, and the amount to be charged to the final guest invoice.
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The Concierge team should then organize a taxi.
Other Related Tasks:
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Inform the Front Office Agent or Cashier to have the invoice printed and ready.
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Inform the MiniBar Attendant to check the consumption.
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Inform the Doorman to keep the guest car ready at the portico (In case of retrieval of guests own car).
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Inform the Doorman to announce for the guest car if the driver is accompanying with the guest.
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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 guest request for the luggage?