STANDARD OPERATING PROCEDURES
Subject:Baggage Service forEffective Date:May 1,2001
Arrivals
Policy No:FO-CON-002Issued by:FOM
Page:1 of 1Approved by:General Manager
Distribution:Executive CommitteeDepartment Head A&B
:All Associates
Objectives
It is the policy of the hotel that baggage service is provided efficient and secured at all times.
Policy
To ensure that the Baggage is attended and delivered promptly upon arrival.
To prevent any mistake or security problem arising from an unprofessional way of baggage handling.
Procedures
1.The Bellman on duty has to carry with him adequate Baggage Tags at all times.
2.As soon as the baggage is unloaded from the vehicle, the Bellman has to put on the Baggage tags with serial number.
3.At the same time, he inspects the condition of the bags if they are securely locked and without any damage – if there is any notify the guest immediately.
4.Escort the guest to the Front Desk for registration.
5.The Bellman attends to the baggage, stands and waits 2 meters behind the guest while he is registering.
6.As soon as the registration process is completed, the Front Desk Agent signals the Bellman and mentions to the guest that the Bellman will show him the way to their room.
7.In case the arrivals are too many for the Bellman to handle, the Bellman will place the luggage at the entrance of the hotel, which is manned at times, and shows the guest the way to the reception and attend to other arriving guests.
8.After Check In the Front Desk Agent writes down the serial number on the RC and advise the guest that his luggage will be sent up to his room as soon as there is an available Bellman. The Front Desk Agent will inform the Bell Captain to follow up as soon as possible.