【正文】 記錄下來：－房號－離店時間－件數(shù)Which information do we need to require? 哪些是我需要的信息？Which information do we need to note down?哪些信息需要記錄下來？2) Preparation 準備工作The bellman should inform front desk to prepare bill when the guest luggage down.當客人打電話通知禮賓部下行李時，行李員告知前臺準備帳單。Give the guest an estimated time. 給客人一個時間范圍。Take a luggage trolley, if needed and proceed to the room. 推著行李車，如果需要在進入房間。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。Good Morning/afternoon/evening my name is ……… I am here to collect your luggage.早上好/下午好/晚上好　我叫ＸＸＸ。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。Take the luggage to the hotel lobby and store it in the appropriate storage section, or proceed to the hotel entrance for departure.行李運送到大堂寄存在適當?shù)攸c或到門口等候客人的離開。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。Time to Train培訓時長: 30 minutes 三十分鐘Why is this task important for you and our guests?為什么這件培訓對你和我們的客人都非常重要？Answers 回答：17. We must provide a prompt and accurate luggage storage service to our guests.我們提供快捷準確的行李寄存服務給客人。 we must make sure their luggage is stored safely.安全問題對我們的客人最為重要。19. Increase guest satisfaction.增加客人的滿意度。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。Receive guest request for luggage storage.接受客人行李寄存要求。Check the luggage and verify whether there is any damage.檢查行李是否有破損。Fill in the luggage claim tag.填寫行李寄存單。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。Attach the top part of the tag with luggage.把上面部分掛在行李上。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。Wish the guest a good day.?？腿艘惶煊淇臁hy 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。Make record on the luggage storage control sheet or Logbook:記錄在行李寄存本或工作日志上。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 have to greet the guest and ask if any assistance is needed?為什么我們要問候客人是否需要幫助呢？WHAT / STEPS步驟HOW/ STANDARDS怎樣做/標準TRAINING QUESTIONS問題7) Obtain the tag from guest and verify the signatures獲得客人的那部分行李簽要確認簽字Obtain the top part of luggage claim tag from the guest. 從客人獲得到行李寄存單的下半聯(lián)。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 does the guest need to initial the bottom part of the tag?為什么客人要在下面那半聯(lián)上簽字呢？Why do I need to verify both signatures?為什么要確認簽字是否一致呢？Why do I need the authority letter?為什么我們需要授權(quán)書？8) Handling the luggage行李處理Proceed to the appropriate section at the storage room:到行李房指定位置：Guest is not allowed to enter the storage room客人不能進入到行李房。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。詢問客人