酒店顾客行李寄存及取回标准（中英文）资料.doc

酒店顾客行李寄存及取回标准Guest Expectation客人期望:I expect that the hotel can provide luggage storage, and all my luggage will be handled carefully and stored in the storage room to ensure its safety. 我希望酒店能提供行李寄存，同时希望酒店能谨慎地处理我的行李并寄存好我的行李以确保行李安全Why is this task important for you and our guests?为什么该职责对你和我们的客人都很重要？Answers回答:1. We must provide a prompt and accurate luggage storage service to our guests. 我们向我们客人提供快捷、无误的行李寄存服务2. Safety is one of the most important issues to our guests; we must make sure their luggage is stored safely. 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. Increase guest satisfaction. 提高客人满意度4. Demonstrate my professionalism. 展示职业水准5. Protects ourselves from claims of theft or losing guests luggage if we have a system which is followed by everyone. 如果我们有一个人人都遵循的体制，那么我们就可以免于偷盗或客人行李遗失STEPS步骤How / Standards标准1)      Receiving request for luggage storage收到行李寄存要求时Greet the guest and inquire if any help is needed. 问候客人并询问是否需要帮助Receive guest request for luggage storage. 收到客人需要寄存行李的要求2) Handling the luggage处理行李Receive luggage from guest and confirm the pieces of luggage with guest. 从客人处收到行李并确认行李数量。

Check the luggage and verify whether there is any damage.检查行李并核实是否有损坏3) Fill in the luggage claim tag and tag the luggage 填写行李牌并把标签挂在行李上Fill in the luggage claim tag. 填写行李牌Write guest name, room number, the pieces of luggage and time on the tag. 在行李牌上写下客人姓名，房号，行李数量及时间Ask guest to initial the top part of the luggage claim tag. 让客人在行李牌的上半部份签字Tear off the bottom part of the tag and present it to guest. 撕下标签的下半部分，拿给客人Attach the top part of the tag with luggage. 把上半部分附在行李上4) Explanation解释Explain to guest how to claim his luggage. 向客人解释收行李的方式.The Guest must present their part of their tag to pick their luggage. 取行李时，客人须出示他们行李牌。

Wish the guest a good day. 祝愿客人过得愉快5) Store luggage and make record寄存行李，做好记录Store luggage in the Concierge storage room. 把行李寄存到礼宾行李房Be careful not to damage any luggage especially leather bags. 小心不要损坏任何一件行李，特别是皮革袋Make record on the luggage storage control sheet or Logbook. 在行李寄存控制单或日志上做好记录Guest Name, Room Number, Pieces of Luggage, Description, Time and Luggage Claim Tag Number.客人姓名，房号，行李数量，描述，时间，以及行李索取标识号6) Receiving request for luggage retrieval收到需要取回行李的要求时Greet the guest and inquire if any assistance is needed. 问候客人，并询问他们是否需要帮助。

Receive guest request for retrieval the storage luggage. 收到客人要求取回行李的要求7) Obtain the tag from guest and verify the signatures收回行李牌签并核实其签字Obtain the bottom part of luggage claim tag from the guest. 向客人索要行李行李牌的下半部分Ask guest to initial the bottom part of luggage claim tag. 让客人在行李牌的下半部分签名Verify the signatures on both part of the tag are same. 核实标签的两个部分的签名是否相同If signature is not the same, politely inform that you need an authority letter from the guest to retrieve the luggage如果签名不同，有礼貌得告知客人，你需要寄存人的授权书才能让他/她取回行李。

8) Handling the luggage交付行李Proceed to the appropriate section at the storage room. 到行李房的相应区域Guest is not allowed to enter the storage room. 不要让客人进入行李房Locate guest’s luggage from the storage area and bring it to the guest. 在行李房找到客人行李并交给客人Verify luggage tag number with guest’s tag number and make sure all guest belongings are returned to the guest. 核实行李牌号是否与客人的行李牌号一致，确保客人物品能完璧归赵9) Offer extra service提供额外服务Help the guest to carry their luggage. Ask if guest needs additional assistance. (I.e. Limousine, Taxi) 帮助客人搬运行李。

询问客人是否需要额外帮助比如，轿车，出租车）10.) Update record and filing更新记录和归档Update the luggage storage control sheet or Logbook. 更新行李寄存控制单或日志Keep the luggage claim tag in the file for six months. 在文档里保存行李牌，保存6个月Summary questions:问题小结:1. Whose primary job is to receive requests to store luggage from guests? 主要是谁会处理到客人的行李寄存？2. How do you check for damage? 你怎样检查行李是否有损坏？3. What are the 4 things you must write on the luggage tag for each guest? 哪4项你必须为客人写在行李牌上？4. How does the guest retrieve their luggage? 客人怎么取回他们的行李？5. There are 6 pieces of information to be written on the Luggage Storage Control Log. What are they? 在行李寄存控制日志里要写明6则信息。

分别是什么？6. When you see the same guest again, why is it important to (re) greet them and ask for assistance? 当你再次看到你的客人，为什么（再）问候他们并询问他们是否需要帮助很重要？7. In what circumstances would you deny a piece of luggage to a guest and what would you suggest to they do? 在什么情况下，你会拒绝把一件行李还给客人，同时你会建议他们怎么做？8. Are Guests allowed to enter the storage room to identify their bag? Why or Why not? 可以让客人进行李房找出他们的行李吗？如果可以的话，为什么呢？如果不可以，又是为什么呢？9. What is an additional service you may be able to offer the guest? 你可能会给客人提供的额外服务是什么？10. When should you update the luggage storage control sheet? 何时你会更新你的行李寄存控制单？。