【正文】 Verify luggage tag number with guest’s tag number and make sure all guest belongings are returned to the guest.核對行李標簽號碼是否和客人持有的行李標簽號碼吻合，確定所有行李都已取走。Verify the signatures on both part of the tag are same:確認客人的簽字上下聯(lián)是否一致。Why do I can not just keep the luggage behind the Concierge counter?為什么我們不能把行李寄存在行李臺的后面呢？Why do I need to keep record?為什么我們需要記錄？What do I need to record?我們需要記錄什么？6) Receiving request for luggage retrieval接受行李取回要求Greet the guest and inquire if any assistance is needed.問候客人并詢問是否需要幫助。Why do I need to explain this to the guest?為什么要給客人解釋如何取行李呢?。緾an I trust the guest and hand over luggage to them without the tag?我們能不收回行李寄存單就把行李給客人嗎？5) Store luggage and make record寄存行李并記錄Store luggage in the Concierge storage room.將行李寄存在行李房里。The Guest must present their part of their tag to pick their luggage客人必須出示行李寄存單的下半聯(lián)部分來取行李。Ask guest to initial the top part of the luggage claim tag.要求客人在行李寄存單的上半聯(lián)簽字。Check the luggage and verify whether there is any damage.檢查行李是否有破損。21. Protects ourselves from claims of theft or losing guests luggage if we have a system which is followed by everyone.如果有這樣一項政策，可以保護我們自己以防萬一行李被竊或遺失的情況發(fā)生。 we must make sure their luggage is stored safely.安全問題對我們的客人最為重要。Why do we need to announce ourselves?為什么我們要告知客人我們部門？DRILL LANGUAGE/BODY LANGUAGE使用身體語言？Why does the guest need a ticket?為什么客人還需要行李寄存單呢？Summary questions 問題摘要：1. What information do we need to require prior to picking up luggage from a guest room? 在去客人房間取行李前我們需要什么信息？2. Why do we need to give the guest an estimated time of pick up? 為什么要給一個客人時間范圍？3. Why do we need to announce ourselves at the guest door? 為什么我們要通知客人我們部門？Now ask the Trainee to practice the whole task from start to end to test petency.現(xiàn)在開始對員工進行該題目的整體練習并測試員工的接受能力STANDARD OPERATING PROCEDURE標準運營程序LUGGAGE STORAGE amp。After entering the room, retrieve luggage as instructed by the guest. 進入房間，根據(jù)客人指示收集行李。Why do we need to give guest an estimated time?為什么要給一個客人時間范圍？Why do I need to verify space in the luggage room first?為什么要先確認行李房的空間？Why is it important to have the equipment clean?為什么保持設備干凈很重要？3) Collect luggage from room從房間收集行李Once at the door, knock and announce yourself.先敲門并報出自己的身份。Give the guest an estimated time. 給客人一個時間范圍。16. Demonstrate my professionalism.展示我們的專業(yè)性。14. Safety is one of the most important issues to our guests。Wish the guest an enjoyable stay and then leave the room.祝愿客人居住愉快后再行離開。At least one Famp。Neatly and carefully hang garment bags either inside the closet or on the luggage rack.小心懸掛衣服放在壁櫥或行李架上。Why should we never leave the luggage unattended?為什么我們永遠不要將行李留在不能注意到的地方呢？3) Deliver luggage to guest room 遞送行李到客人房間Once in front of the correct room, knock on the door and announce yourself to the guest.進入房間前，要敲門并告知客人自己身份。After registration, obtain the room number from the Front Desk.登記后，從前臺獲得房號。When guests were keeping for check in, we can provide kindly service to him.(newspaper, water)如遇客人入住等候時向其提供服務。WHAT / STEPS步驟HOW/ STANDARDS怎樣做/標準TRAINING QUESTIONS問題1) Escort Guest to Reception陪同客人去接待處Bellman should always escort the guest to the Front Desk and introduce the guest to the Front Desk Agent.行李員應總是陪同客人去往前臺并介紹給前臺接待員。10. Safety is one of the most important issues to our guests。What do you say when opening the door for the guest?當為客人開車門的時候，你應該說什么？5) Extra service 更多的服務Always give a taxi card (in local dialect) to ensure correct destination.給客人一張酒店卡并寫下正確的目的地。Inform Driver of destination.告訴司機目的地。8. Demonstrate my professionalism.展示我們的專業(yè)性。Why does the Doorman need to provide autoroute information to the customer?為什么門童要提供道路信息給我們的客戶？Summary questions 問題摘要:1. Which door should we open first when passengers are seated in the front and back? 當前排和后排都有乘客時，我們應該首先打開哪一門?2. a) What is particularly important about the Doorman’s body language? 門童的肢體語言有什么獨特的？b) What qualities should a Doorman possess (alertness, appropriateness)?一個門童應有些什么特性(機靈的,得體的)？c) What specifically do you say when verifying numbers of luggage?當確認行李數(shù)量時你要說什么？3. a) What is issue