Left Luggage Handling and procedure 

Left Luggage and Handling Procedure in Front Office

Left Luggage Definition:
Left luggage refers to the service provided by hotels where guests can temporarily store their luggage at the property, typically before check-in or after check-out. This service is often complimentary or may incur a nominal fee.

Importance of Left Luggage Service:

1. Convenience for Guests: Allows guests to explore the destination without carrying luggage.

2. Enhances Guest Experience: Demonstrates care for guest needs, creating a positive impression.

3. Revenue Opportunity: Encourages guests to use other facilities (e.g., cafes, lounges) while waiting.

Handling Procedure for Left Luggage:

1. Receiving Luggage:

• Greet the Guest: Politely greet the guest and understand their request.

• Verify Luggage Ownership: Check the guest's identity (room key, ID proof) to ensure they are authorized.

• Inspect the Luggage: Ensure no prohibited or dangerous items are stored.

2. Tagging and Documentation:

• Attach a Luggage Tag:

  • Provide a unique identification number for the luggage.

  • Tear off the guest’s claim ticket and hand it to them.

• Log Details in the Register: Record the following:

  • Guest Name

  • Contact Information

  • Date and Time of Deposit

  • Description of Luggage (e.g., size, color)

  • Luggage Tag Number

  • Expected Pick-up Date

3. Storage:

• Store the luggage in a secure and designated Left Luggage Room or area.

• Ensure luggage is placed in an organized manner for easy retrieval.

• Lock the storage area to maintain security.

4. Retrieval Process:

• Verify Guest Claim Ticket: Ask the guest to present their claim ticket.

• Match Records: Cross-check the tag number and description in the register with the ticket.

• Return Luggage:

  • Safely return the luggage to the guest.

  • Request the guest to sign the logbook for confirmation of collection.

5. Lost or Unclaimed Luggage:

• Follow the hotel's lost and found procedure for unclaimed luggage.

• Notify the guest and store luggage for a reasonable period.

• If unclaimed after the retention period, inform management for further action.