handling guest packages & parcels
DESCRIPTION
Handling of guest Packages and parcels in hotels. This might be great help for hotel management studentsTRANSCRIPT
OBJECTIVE• Packages & parcels can be received for guest’s who are
arrival in house departed
• Must be handled with extreme care
• Ensure delivery in least time frame
• Ensure delivery to addressed guest
On retrieval:• check guest’s last name on parcel/package• check for similar guest name in OPERA• if guest name found, leave trace
- under trace code “PP”- on business date when guest is
due to arrive- ensure complete detail in trace –
receiving associate, date of retrieval
• trace must not resolved until delivery• take contact details of delivery person• stored at baggage service desk until arrival
HANDLING PROCEDURE (Arrival)
HANDLING PROCEDURE (In House)
• Follow similar process until guest locating• Once guest is located, if in house
- ring guest room and inform- must be delivered while delivery person present- deliver personally to guest
• Resolve trace with delivery associate’s name recorded• In case no answer from room, send written message• If no such guest in house, decline acceptance• Record details for future reference
HANDLING PROCEDURE (Departed)
• Locate for any future reservation, if found – follow arrival procedure• In case, no future reservation found, decline acceptance, inform Duty Manager prior to allowing delivery person to leave•Duty Manager may contact the guest, organize courier delivery – guest to bear charges• Ensure traces are updated with complete information on departed reservation• In case departed guest not approachable, Duty Manager denies acceptance. Traces still to be updated for future reference with DM’s name
DO’ s & DON’TSDo’s• all packages and parcels must be scanned for security
clearance • a trace must be immediately entered upon the acceptance of
a package or parcel• Control F 7 to be used to search for guests • the trace shall remain unresolved until it has been physically
handed over
Don'ts• do not make any payments on behalf of the guest unless
requested for • do not accept the parcel or package should there be any
security doubt over the item
ANY QUESTIONS???