How to Handle Airport Baggage Lost & Found Service at Bell Desk or Concierge?
SOP Number: Front Office SOP – 60
Date Issued: 28-Aug-2019
Time to Train: 30 Minutes
Purpose of Airport Baggage Lost & Found Service SOP:
Upon guest pick-up, the concierge or the airport representative was informed that the guest luggage was lost at the airport or airlines. The concierge team should know the procedure for further assistance to follow-up and retrieving guest luggage. Equipment Required for assisting the guest are Staff I.D Card, Guest Passport Copy, Guest Boarding Pass, Airport Lost Luggage Report, Guest Authorization Letter and guest Air ticket.
The Front Office / Bell Desk / Concierge team should be ready to assist as good as possible in this process. Any request of the guest must be followed up in the correct way in order to ensure his/her satisfaction.
Airport Baggage Lost and Found Standard Procedure:
The concierge team should obtain the following reference from the guest:
b) Lost Report / Property Irregularity Report (PIR)
c) Authorisation Letter
a. Photocopy of guest passport;
“May I have your passport please, Mr./Ms…” We require to make a copy for reference upon retrieving your luggage.
b. Lost luggage Report from the airline staff;
A Lost Baggage Report or Property Irregularity Report (PIR) reference number is a unique code that helps the airline to trace the delayed or damaged baggage. Normally it has a combination of 10 letters and numbers and can be found above your name on the PIR receipt.
“ May I have you lost luggage report, please, Mr./Ms…” “We require to make a copy for reference upon retrieving your luggage.
c. Authorization Letter;
“ May I have your signature on this authorization letter please, Mr./Ms…” "We need it to present to the airport lost & found office, that you have authorized the hotel to retrieve the luggage on your behalf.
Other points to note while handling the lost luggage request:
Always demonstrate sincerity.
Show the warm and nature care to the guest.
Show respect to the guest.
Record the details of the lost baggage in the concierge log book for reference.
Once the luggage is received inform the guest and request to check the same.
If the hotel policy is to charge for the taxi or conveyance then the same need to be billed to the guest room.
Training Summary questions:
Q1. What is the purpose of this SOP?
Q2. Who is responsible to collect the details from the guests?
Q3. How to retrieve and follow up for the guest lost luggage?
Q4. What are the equipment and support required to process the guest lost luggage?
Q5. Why it is important to inform the bell attendant on the place where the flower arrangement or bouquet need to be kept?