1、FIT CHECK OUT 散客退房行李服务Upon receiving luggage service call:Upon receiving guest call for check out luggage service, the Concierge supervisor or Shift leader must pick up the phone with proper manner, Inquire about the number of the pieces, get the guests name, room number and requesting time in the c
2、oncierge control sheet after hang up the phone. B: Good morning /afternoon Concierge, _ speaking, How may I help you?G:Id like to check out now. Can you collect my luggage?B: Could you please tell me how many pieces of luggage do you have?G:5 pieces.B: What time do you need the luggage collection?G:
3、 10 minutes later.B: Thank you. Mr._, we will send one Bellman to your room at once. Thank you For your calling, see you! Before entering the guests room, Ring the doorbell or knock at the door with “Bell service”, reconfirm if guest check out. If “DND” sign hang up, never ring The Bell, call back t
4、o concierge. The supervisor will ask for assistance. (“Bell Service”)B: Good morning / afternoon /, Mr._, May I help you with your luggage?G: Sure. Come in go ahead.B: Mr./ Ms._, All of your luggages are here?G: Yes, That is right.B: Mr./Ms._, Could you please tell me when are you leaving? Ask the g
5、uest “ Do you have Transportation arrangement “ if necessary. G: Yes, I have.B: Please keep this luggage claim for collect your luggage at the concierge Desk (When the guest doesnt want to go upstairs with you). Say, “see you ”Guest in the lobby comes to Concierge.G: Im checking out now, would you p
6、lease collect my luggage in my room?B: Certainly, May I have you room number and how many pieces of luggage do you have?G: 5 pieces.B:Ok, Ill collect your luggage right now Bellboys go up to the guests room with trolley “Bell service”If the guest has already left room for check out, and his / her lu
7、ggage is in the room, check the luggage in the room, check the luggage carefully and also check the room if any items have been left behind. Take luggage down to concierge area. Double check with the guest.散客退房行李服务Good morning, Concierge, Victor is speaking, How may I assist you?“May I have your roo
8、m No. please?”“Could you please tell me how many pieces of luggage do you have?”“May I know how many pieces of luggage you have?”“We will send one bellboy to your room immediately.”“I am sorry Mr. XX, all the bellboys are occupied at the moment, I will send one up immediately when they are back, ple
9、ase wait moment.“早上好，礼宾部，我是维克多，有什么可以帮到您？”“请告诉我您的房号？”“请告诉我您有几件行李？”“请告诉我您有几件行李？”“我们马上安排行李生去您的房间。”“对不起，XX 先生，所有的行李生现在都在忙，他们有空时，我马上安排去您的房间，请稍等。“Bell Service . Good morning Mr. XX , May I help with your luggage?”“Mr. XX please keep this luggage tag for collect your luggage at Concierge desk.”“Mr. XX you
10、have 2 pieces of luggage total, is this all of yours?”“Mr. XX would you please tell me when are you leaving?”“行李服务。”“XX先生，早上好！我可以帮您收取行李吗？”“XX先生，请保存好行李牌的这一联到礼宾部领取您的行李。“XX先生，您总共有两件行李，对吗？”“XX先生，请问您大概什么时候离开酒店？“Mr. XX, Could you please tell me where are you going? Our hotel BULCK van is available now, do
11、 you want to go by our hotel car? It is very comfortable and not expensive.” “Mr. XX, please double check your luggage, is this all of your luggage here? “ Mr. XX, Wish you have a nice trip, we look forward to seeing you soon” “Hope to see you soon.” “XX先生，请告诉我您要去哪里？”“我们酒店的别克商务车现在有空，请问您愿意租用酒店的车吗？我们的车很舒适况且价格也不贵.”“XX 先生，请您再次确认您的行李。”“XX先生，祝您旅途愉快，期待您再次光临！”
