Hotel Luggage Handling Procedures

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Questions and Answers

What is the appropriate area to put luggage when unpacking guest belongings?

  • On a chair
  • On the floor
  • On the bed
  • On a luggage rack (correct)

Why are clean items separated from dirty items when handling guest luggage?

  • To charge extra for cleaning services
  • To send dirty items for laundering (correct)
  • To avoid losing items
  • To prioritize cleaning dirty items first

What should the valet do if there is any indication of tampering or damage on the guest's luggage?

  • Continue without letting the guest know
  • Inform the guest immediately (correct)
  • Ignore it and continue unpacking
  • Hide the damage from the guest

Where should shoes be placed when unpacking guest luggage?

<p>At the bottom of the wardrobe (D)</p> Signup and view all the answers

What must be done each time luggage handling is performed according to the text?

<p>Log down in the bell desk log book and errand card (C)</p> Signup and view all the answers

What should guests be reminded to keep with them in the luggage room?

<p>Jewellery and valuable items (B)</p> Signup and view all the answers

Flashcards

Luggage rack

A designated stand or rack designed to hold suitcases and bags, preventing them from resting on the floor or furniture.

Separate clean and dirty items

To prevent contamination and maintain hygiene, ensuring that clean items do not come into contact with soiled ones.

Report luggage tampering

Notify the guest immediately to address any potential security or damage concerns.

Where to place shoes?

The base of the wardrobe closet.

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Log luggage handling

Record details of the luggage handling process in the appropriate log books for accountability and tracking.

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Keep valuables secure

Guests should always keep valuable items with them, or secured in a safe place, and never leave them unattended in the luggage room.

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Study Notes

Luggage Handling and Security

  • Keep the luggage room closed and dry to prevent damage and loss.
  • Never leave guests alone in the luggage room to maintain their privacy and security.
  • Remind guests to keep valuable items (jewellery, phone, wallet, camera, iPad, etc.) with them.

Log-Keeping and Accountability

  • Log each luggage handling transaction (arrival, departure, stored, etc.) in the bell desk log book and on the errand card for tracking and accountability.

Unpacking and Inspection

  • Before unpacking, ask the guest for keys to unlock their luggage and inspect the luggage for signs of tampering or damage.
  • Inspect the outside of the luggage for cleanliness and damage.
  • Place luggage on a proper surface (luggage rack) to prevent damage.

Organizing and Placing Items

  • Follow guest instructions before removing items from the luggage.
  • Separate clean and dirty items, sending dirty items for laundering.
  • Place clothing and items neatly folded and stacked accordingly:
    • Drawers: casual clothes (jumpers, shorts, t-shirts, underwear, etc.)
    • Wardrobe: formal clothes (shirts, trousers, coats, suits, skirts, gowns, etc.)
    • Shoes: place at the bottom of the wardrobe, separated in pairs (polished and those requiring attention), stacked by color and occasion.

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