Concierge / Bill Desk -Incoming Item or Outgoing Item


Concierge / Bell Desk - Incoming Item or Packages Delivery
SOP Number: Front Office SOP – 66
Department: Concierge - Bell Desk
Date Issued: 18-Aug-2019
Time to Train: 30 Minutes
Purpose of this SOP:
Upon receiving any incoming items for the guest the concierge team should 1) Check off items, 2) Check-in hotel software, 3) Indication for the guest, 4) If the guest is in the room, 5) Item for expected arrival guest, 6) If the guest is not in the room, 7) After the item be released.
The Concierge staff and Bell Desk team are often the first point of contact and should be familiar with the process of handling incoming items or packages for the guest.
Guest incoming Item Standard Procedure:
1. Check off items.
Always check the items to avoid breakage and proper checking for security.
Upon receiving items for guest check with the sender for fragile or valuable items or perishable things, also check the sender’s information.
2. Check guest details in the system.
Check the hotel software/system to see if the guest is listed or holds a reservation.
Receive items from sender after verification of the guest details in the system.
Ensure the guest is the correct receiver.
3. Indication for guest in the hotel system.
Leave a message or traces on the guest reservation.
Also, write down the item information on “daily incoming item record”.
4. If the guest is in the room.
Ensure the guest is not be disturbed and to avoid any disputes from guest and staff.
Call guest and get permission before GSA delivers the item to room.
Obtain incoming item record in the Concierge daily file folder.
If the guest wants to pick up item later at the desk, store the item temporarily at the concierge.
5. The item for expected arrival guest.
For the safety of the item.
If the guest has not checked in yet, leave the message or traces to a guest reservation in the system.
So the reception can let the guest know upon their arrivals.
6. If the guest is not in the room.
To show respect on guest the items to be handled carefully.
Store the item accordingly and properly.
7. After the item is released.
For the easy of future reference, the details of the item delivery need to properly recorded.
After the item is released, the staff who releases the item must write down the name and the releasing time both on the daily incoming item record.
Concierge / Bell Desk - Guest Outgoing Item to Be Held
SOP Number: Front Office SOP – 65
Department: Concierge - Bell Desk
Date Issued: 15-Aug-2019
Time to Train: 30 Minutes
Purpose of this SOP:
Upon receiving any items from the guest the concierge team should obtain the guest name, room number and also collectors name, address and most importantly contact number. The Concierge staff and Bell Desk team are often the first point of contact and should be familiar with the process of handling a request for Outgoing Items from the guest.
Guest Outgoing Item Standard Procedure:
1. Upon receiving items from a guest:
Always provide a sense of security towards guest items.
Upon receiving the items, obtain the guest name, room number and also collectors name, address and most importantly contact number.
Write down all the above information on the “outgoing item to be held record”. Attach the notice on the item.
2. Brief guest on the duration of storage.
By information, the duration will provide a sense of respect.
Explain to guest items are only kept for 1 month and perishable items are kept 1 day - 1 week only, depending on the condition of items.
3. All items must be recorded.
To provide safe and efficient service and also for security purpose.
To avoid missing items or items wrongly given.
Record all particulars given in the outgoing item to be held the record.
Fill in all details regarding the item on the Long Term Luggage or Storage Form.
Place item under lock and keep in the storeroom.
4. Upon releasing of items.
In order to furnish guest sufficient details of the proof.
For further reference upon checking.
All items released must be checked to see that the correct person gets the items. Check collector’s name, company name, the guest name that had left the parcel before releasing.
The collector with name, I/D number, date collected and signature in the presence of the Concierge must sign all items notice.
File the two copies of the notice.
Concierge must also acknowledge the release of the items and time-release in outgoing item to be held the record.
Concierge staff should sign on the record upon release of the items.
5. For valuable items.
All valuable items must be kept with the duty manager in Safety Deposit Box.
All items except valuable items are kept in the storeroom with lock.


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