con-0004handling luggage upon departure 处理离店行李

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1、JiuzhaiComplex九寨饭店集群TaskNumber:序号:FO-CON0004Department:部门:Concierge礼宾部StandardOperatingProcedure标准操作规程DateIssued:发行日:01/2007TimeToTrain:培训时间:30minutes30分钟HANDLINGLUGGAGEUPONDEPARTURE处理离店行李ApprovedBy:批准人:DOR房务总监Page页码4/4GuestExpectation客人期望:IexpectthattheBellmanwillcometomyroomtopickupmylu

2、ggagepromptly,andmyluggagewillbecarefullyhandled.我希望服务员能迅速到我房间拿我行李，也希望我的行李被妥善安置。Whyisthistaskimportantforyouandourguests?为什么该职责对你和我们的客人都很重要？Answers回答:1.Wemustprovideapromptandaccurateluggageservicetoourguests.我们必须向我们的客人提供快捷、无误的服务。2.Safetyisoneofthemostimportantissuestoourguests;wemustensu

3、reguest’sluggageissafe.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.Increaseguestsatisfaction.提高客人满意度。4.Demonstratemyprofessionalism.展示我的职业水准。STEPS步骤How/Standards标准TrainingQuestion培训的问题1)Receiverequestandmakerecord接到要求，做好记录Uponreceivingacheckoutrequest,thefollowinginformationisrequired:1.Roomnumbe

4、r2.HowmanybagsIfstorageisneeded收到离店申请，需要以下信息:1.房号2.袋子数量是否需要储藏Logthe“luggagedownrequest”inthelogbook.ConciergemustnotethefollowinginformationintheirLogbook.-RoomNumber-DepartureTime-NumberofpiecesWhichinformationdoweneedtorequire?我们需要获取什么信息？Whichinformationdoweneedtonotedown?我们需要记下什么信息？任务–

5、处理离店行李第4页共4页JiuzhaiComplex九寨饭店集群TaskNumber:序号:FO-CON0004Department:部门:Concierge礼宾部StandardOperatingProcedure标准操作规程DateIssued:发行日:01/2007TimeToTrain:培训时间:30minutes30分钟HANDLINGLUGGAGEUPONDEPARTURE处理离店行李ApprovedBy:批准人:DOR房务总监Page页码4/4在日志中记录“下行李申请”。礼宾部须在日志中提到以下信息：-房号-离店时间-行李数量2)Preparation准备T

6、heBellmanmustarrivewithin5minutesofacalltocollectbags.Givetheguestanestimatedtime.Ifguestneedstostoretheluggage,verifyspaceintheluggagestorageroom,retrieveappropriateticketfromtheslotatthedesk.Deliverthetickettotheguestroom.Takealuggagetrolley,ifneededandproceedtotheroom.Luggagetrolleymus

7、tbepolishedandkeptcleanandshining.服务员必须在收行李电话打来的5分钟内到达。给客人一个估计时间。如果客人需要储藏行李，核实行李储藏室的空间，从桌边狭槽取出合适的行李标签送到客房。Whydoweneedtogiveguestanestimatedtime?为什么我们要给客人一个估计时间？WhydoIneedtoverifyspaceintheluggageroomfirst?为什么我需要首先核实行李房的空间？Whyisitimportanttohavetheequipmentclean?为什么保