Prepare yourself and your equipment
Before you start your shift, make sure you are dressed appropriately, wearing comfortable
shoes, and carrying a name tag. Check your luggage cart or trolley for any damage or defects,
and clean it if necessary. Have some spare plastic bags, labels, and pens ready for any items
that need to be wrapped or tagged. Also, familiarize yourself with the hotel layout, policies,
and procedures regarding luggage handling and storage.
2Greet the guests and offer assistance
When you see a guest arriving or leaving with luggage, approach them with a friendly smile
and a polite greeting. Introduce yourself and ask them if they need any help with their
luggage. If they accept your offer, ask them for their name, room number, and destination.
Confirm the number and type of luggage they have, and handle them with care. Avoid lifting
heavy or awkward items by yourself, and ask for assistance from a colleague or a supervisor
if needed. If the guest declines your offer, respect their decision and wish them a pleasant stay
or a safe trip.
3Load and unload the luggage
Once you have the guest's permission and information, load their luggage onto your cart or
trolley in a secure and organized manner. Place the heaviest items at the bottom and the
lightest ones at the top. Avoid stacking or squeezing items that might get damaged or
wrinkled. If the guest has any fragile, valuable, or special items, wrap them with plastic bags
or labels, and inform the guest that you will handle them with extra care. Unload the luggage
in the same order and manner as you loaded it, and place it in the guest's room, car, or storage
area as instructed
4Communicate with the guest and other staff
While you are assisting the guest with luggage, maintain a friendly and professional
conversation with them. Ask them if they have any questions or requests regarding their stay
or departure, and provide them with relevant information or assistance. For example, you can
offer to make a reservation, arrange a taxi, or recommend a local attraction. You can also use
this opportunity to promote the hotel's services or facilities, such as the spa, the restaurant, or
the loyalty program. However, avoid being intrusive or pushy, and respect the guest's privacy
and preferences. Also, communicate with other staff members, such as the front desk, the bell
desk, or the valet, to coordinate your actions and ensure a smooth and efficient service.
5Thank the guest and ask for feedback
After you have delivered and unloaded the luggage, thank the guest for choosing your hotel
and wish them a wonderful stay or a safe trip. Ask them if they are satisfied with your service
and if they need anything else. If they express any dissatisfaction or complaint, apologize
sincerely and try to resolve the issue as soon as possible. If they compliment or tip you,
express your gratitude and appreciation. If they do not tip you, do not show any
disappointment or resentment, and remain courteous and respectful. Finally, invite them to
contact you or the concierge desk if they require any further assistance or information.
6Follow up and report
Once you have completed your task, return to the concierge desk and update your records and
reports. Write down the guest's name, room number, destination, and number and type of
luggage. Also, note any special items, requests, feedback, or incidents that occurred during
the service. If you stored any luggage for the guest, label it clearly and store it in a safe and
designated area. If you delivered any luggage to the guest's room, car, or other location, make
sure you have the guest's signature or confirmation. If you encountered any problems or
challenges, report them to your supervisor or manager and seek their guidance or support.
