酒店管理前厅 礼宾服务——行李搬运与存放服务程序2016(叶予舜)
酒店管理前厅礼宾服务——行李搬运与存放服务程序Baggage Handling & Storage 行李搬运与存放
POLICY
制度
The Concierge/Porter is to ensure reliable safe storage of the guests’ belongings and minimize potential dangerous goods being stored at the hotel. All requests for baggage-storage for the day have to be entered into the daily worksheet
礼宾员/行李生务必确保将客人的行李存放稳妥，尽量避免将任何潜在危险品存放在酒店。所有当天的行李存放要求都必须记录在日工作表上。
All guests’ luggage must be securely stored and all guests must be provided with the appropriate documentation which is shown to release the luggage
所有客人行李都必须妥善存放，并向客人提供凭证，客人领取行李时必须出示该凭证。
PROCEDURE
程序
Access to a Luggage room is restricted to the Concierge/Porter Team. 只有礼宾员/行李生方可进入行李间。
The key must be kept in a safe place and all movement must be recorded.
钥匙必须存放在安全的地方，所有领还情况都必须记录在案。
Always check the Hotel PMS before taking bags to rooms in case of last minute changes.
将行李搬运到行李间之前，务必检查酒店的PMS系统，以防任何临时变更。
Storage of Guest Baggage
客人行李的存放
?Guests leaving bags in the Concierge/Porters lock up area for safe keeping must be logged via a Storage Log sheet to keep a security record of all items going in and out.
对于客人放在礼宾部/行李部封锁区域要求保管的行李，必须记录在行李寄存表上，作为所有进出行李的安全记录。
-Only in-house and/or conference guests can be accommodated with regards to storage of bags (unless approved by The Assistant Manager).
酒店仅为住店和/或会议客人提供行李寄存服务（大堂经理批准的除外）。?When a guest deposits an item with the Concierge/Porters Desk, it is tagged with the double part tags, noting the guest’s name on both portions. This should be clearly written in BLOCK letters. If the guest’s name is common (e.g., Brown, Lee, Wong) please also
ascertain an initial for easier identification. Also clearly identify the number of pieces being accepted from the guest. Number of items should also be indicated e.g. For two pieces of luggage 1of 2, 2 of 2 on the luggage tag. For departure guests time of pick up is recommended to enable storage ease of access when storing.
若客人在礼宾/行李台存放物品，应该将一分为二的标签贴在存放物品上，并在两份标签上均注明客人的姓名，客人姓名应用正楷字清晰书写。如果客人的姓名很普通（如：布朗、李、王），还应查明客人姓名的首字母，以便于识别。此外，还应确定客人的行李件数。应该在行李标签上注明行李的件数，如：两件行李，则应在行李标签上分别注明1/2 和2/2 编号。存放时，应考虑到客人离店时取回行李的时间，以便于行李的存取。
?Once the item/s has been tagged, tear off one portion of the tag and give to the guest to produce later for collection.
给行李贴上标签后，撕下标签的一部分交给客人，并嘱咐客人在取行李时出示该标签。
?The item/s is then placed orderly on the shelves in the security lock up area.
然后，将行李有序地放在安全并能上锁的区域的行李架上。
?On the Log Sheet, please record the time the item/s were deposited, the name of the guest as it appears on the baggage tag, the number of items ( if there are hanging pieces please note those on the tag) and the shelf location.
在行李寄存表上记录行李存放的时间、客人的姓名（行李标签上写有客人的姓名）、行李件数（若有挂件，请在行李标签上注明）及在行李架上的位置。?Treat all items with care but take extra care of items labeled as fragile, computers and briefcases.
小心看管所有行李物品，对标明为易碎品、计算机和公文包的行李物品，应加倍小心地看管。
?Never store bags above head height that exceed 10 kg 切勿将10 公斤以上的行李存放在高于头部的位置。
Collection of Stored Baggage
客人取回行李
?When a guest wishes to reclaim baggage they must produce the other portion of the baggage tag.
客人在取回行李时，必须出示行李标签。
?In the absence of the storage tag, guest details are verified through cross referencing photo identification with details in the PMS. The guest is to describe their luggage in detail. Any concerns or variances are to be raised with the Assistant Manager immediately.
若客人没有行李标签，则应将酒店管理系统的详细资料与客人带有相片的身份证明文件进行对照，以核实客人的详细个人资料。客人必须对其行李做出详细的描述。若出现任何问题或差异，必须立即向大堂经理提出。