【正文】 Why can I not allow guest to enter the storage room?為什么客人不能進(jìn)入行李房呢？Do I need to have tags as much as bags?是否需要每個袋子都有行李標(biāo)簽？9) Offer extra service提供額外的服務(wù)Help the guest to carry their luggageAsk if guest needs additional assistance. (. Limousine, Taxi)協(xié)助客人提取行李。Locate guest’s luggage from the storage area and bring it to the guest.從行李寄存區(qū)找出客人的行李并交給客人。If signature are not the same, politely inform that you need an authority letter from the guest to retrieve the luggage如果簽字不符，禮貌地告訴客人您需要有授權(quán)書才能取回行李。Ask guest to initial the bottom part of luggage claim tag.要求客人在行李寄存單下半聯(lián)上簽字。Receive guest request for retrieval the storage luggage.從行李房取回客人寄存的行李。Guest Name, Room Number, Pieces of Luggage, Description, Time and Luggage Claim Tag Number客人的名字、房號、行李件數(shù)、行李的描述及行李簽的號碼。Be careful not to damage any luggage especially leather bags.注意不要弄壞行李尤其是皮革制品的行李箱。The luggage should be ready before guest arrival next time.如果客人離店將行李存在禮賓部，在客人再次抵店前將行李準(zhǔn)備好。If the guest store his luggage in the hotel when he check out, we should ask him if he needs a new reservation for our hotel.如果客人離店后將行李存在酒店，行李員要詢問客人是否需要預(yù)定房間。What do I need to fill in?需要填寫什么？Why do I need to ask the guest to put his initial on the top part of the tag?為什么我們要求客人把名字填寫在行李寄存的上半聯(lián)？WHAT / STEPS步驟HOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問題4) Explanation解釋Explain to guest how to pick up the stored luggage:給客人解釋如何來取行李。Tear off the bottom part of the tag and present it to guest.寫好后下半聯(lián)給客人。Write guest name, room number, the pieces of luggage and time on the tag.寫下客人的名字、房號、行李件數(shù)及時間。Why do I have to confirm the pieces of luggage with guest?為什么我們要確認(rèn)行李件數(shù)？Why do I need to check the luggage?為什么我們要檢查行李是否有損？3) Fill in the luggage claim tag and tag the luggage填寫行李寄存單并掛在行李上。Why do I must greet the guest?為什么我們要問候客人？2) Handling the luggage行李處理Receive luggage from guest and confirm the pieces of luggage with guest.取到行李后要與客人確認(rèn)行李件數(shù)。WHAT / STEPS步驟HOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問題1) Receiving request for luggage storage要求行李寄存Greet the guest and inquire if any help is needed.問候客人并詢問客人是否需要幫助。20. Demonstrate my professionalism.展示我們的專業(yè)性。 我們要確保客人的行李寄存的安全。18. Safety is one of the most important issues to our guests。 RETRIEVAL 存取行李Task Number題目編號: CON0006Department部門： Concierge 禮賓部Date Issued頒布日期：May 2008 二零零八年五月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.我期望酒店提供寄存行李服務(wù)，并妥善保管我的行李確保行李的安全。Reminding guest to check his luggage left in the safe box or not when the bellman down luggage.當(dāng)行李員到客人房間下行李時，提醒客人是否在保險箱里存有物品。If storage has been requested, fill out the ticket as outlined above and hand the guest his part of the ticket. 如果需要寄存，填妥行李寄存單把其下聯(lián)給客人。我是來取您的行李的。Upon opening the door, greet the guest by name and introduce yourself.開門后，稱呼客人的名字問候客人并自我介紹。Luggage trolley must be polished and kept clean and shining.行李車一定要擦亮保持干凈光亮如新。If guest needs to store the luggage, verify space in the luggage storage room, retrieve appropriate ticket from the slot at the desk. Deliver the ticket to the guest room.如果客人需要寄存行李，首先要確認(rèn)行李房空余的空間，找到適當(dāng)?shù)目臻g并帶行李寄存單去房間。The Bellman must arrive within 5 minutes of a call to collect bags. 行李員要在5分鐘之內(nèi)取收集行李。WHAT / STEPS步驟HOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問題1) Receive request and make record接到請求后要記錄下來Upon receiving a checkout request, the following information is required:1. Room number2. How many bags3. If storage is needed在接受C/O請求之后必須紀(jì)錄下來：1. 房號2. 行李件數(shù)3. 是否需要寄存Log the “l(fā)uggage down request” in the logbook. 記錄在提取行李本上。15. Increase guest satisfaction. 增加客人的滿意度。 we must ensure guest’s luggage is safe.安全問題對我們的客人最為重要。Time to Train培訓(xùn)時長: 30 minutes 三十分鐘Why is this task important for you and our guests?為什么這個培訓(xùn)對你和我們的客人都非常重要？Answers 回答：13. We must provide a prompt and accurate luggage service to our guests. 我們必須提供快捷準(zhǔn)確的行李運(yùn)送服務(wù)給我們的客人。Return to the lobby without delay.不要耽誤時間立刻回到大堂。Why do we need to explain the hotel facilities to the guest?為什么我們需要把酒店的設(shè)施介紹給客人？Which room facilities should we introduce to the guest?哪些房間設(shè)施我們需要介紹給客人呢？