酒店行李储存及取回标准操作(中英版)

酒店行李储存及取回标准操作规程

G UEST E XPECTATION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储存，同时希望酒店能谨慎地处理我的行李并储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、无误的行李储存服务。

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。

ummary questions:问题小结:

1.Whose primary job is to receive requests to store luggage from

guests? 收回客人的行李储存申请单是谁的主要工作？

2.How do you check for damage? 你怎样检查是否有损坏？

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标签上？

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? 在行李储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?

可以让客人进储存室找出他们的行李吗？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储存控制单？