Left Luggage Handling and procedure 

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.

Left Luggage Handling Procedure – Front Office

1. Introduction

left luggage refers to the baggage or belongings of a guest that are kept safely in the hotel after check-out or before check-in, when the guest wants to move around without carrying heavy bags. The Bell Desk under the Front Office Department is usually responsible for handling left luggage.

In hotels, one of the most common guest services offered by the Front Office is Left Luggage Facility (also called Luggage Storage Service). Guests often arrive before the check-in time or need to depart after the check-out time. In such cases, they may not want to carry their baggage around the city while they wait for their flight, train, or meeting. To make their stay more convenient, hotels offer a secure place to store luggage temporarily.

The left luggage service not only provides comfort and convenience to guests but also reflects the hospitality and professionalism of the hotel. Proper luggage handling builds trust, ensures guest satisfaction, and avoids losses or disputes.

This service is directly handled by the Front Office, especially the Bell Desk under the supervision of the Bell Captain and Lobby Manager.

2. Importance of Left Luggage Facility

1. Guest Convenience: Allows guests to explore the city or attend meetings without the burden of bags.

2. Enhances Guest Satisfaction: Shows care for guest comfort, leading to repeat business.

3. Professional Image: Proper handling reflects efficiency and organization.

4. Revenue Opportunity: Guests may extend their stay or return later because of smooth luggage service.

5. Safety & Security: Protects guest belongings against theft, damage, or misplacement.
   
   

3. Location of Left Luggage Room

• Usually situated near the Bell Desk or Lobby.

• Should be secure, lockable, and monitored by CCTV.

• Accessible only to authorized staff (Bell Captain / Bellboys).

• Adequately ventilated, clean, and organized with shelves/racks for easy storage.
  
  

4. Staff Involved in Left Luggage Handling

1. Bell Captain: Supervises the process, maintains register records.

2. Bellboys / Bell Attendants: Physically handle luggage collection, tagging, and storage.

3. Receptionist / Front Desk Agent: Issues receipts and coordinates with guests.

4. Lobby Manager / Duty Manager: Handles guest disputes, VIP luggage, or complaints.
   
   

5. Equipment & Stationery Required

• Left Luggage Register / Log Book

• Luggage Tags (Duplicate System) – one for guest, one for luggage

• Security Seals (for suspicious or high-value bags)

• Shelving Units / Luggage Racks

• Lockable Luggage Room / Cage

• CCTV Surveillance

• Bell Desk Counter

• Stamp/Seal of Hotel for receipts
  
  

Left Luggage Handling Procedure (Step-by-Step)

A. When Guest Requests Left Luggage Service

1. Greet the Guest:

   • “Good morning, Sir/Madam. How may I assist you?”

   • Guest: “I would like to leave my luggage for a few hours.”
     
     

2. Verify Guest Identity:
   
   

   • Confirm guest details (room number, reservation ID, or ID proof if walk-in).

   • Ensure the luggage belongs to a guest who has stayed/has a booking.

3. Check Luggage Condition:

   • Inspect the bag externally for damages, locks, or tampering.

   • Do not open the bag unless security doubts exist.
     
     

4. Explain Policy (if required):

   • Inform guest about timings, rules, and liability limitations.

   • Example: “Sir, the hotel will take care of your luggage; however, we request you not to leave valuables such as cash, jewelry, or electronics inside. For security, kindly carry them with you.”
     
     

B. Tagging the Luggage

1. Issue Luggage Tag (Duplicate System):

   • One portion is attached to the luggage.

   • Second portion is given to the guest as a claim receipt.

2. Information Written on Tag:

   • Tag Number

   • Guest Name

   • Room Number (if applicable)

   • Date & Time of Deposit

   • Bellboy Signature
     
     

3. Record in Left Luggage Register:
   
   

   • Serial Number

   • Date / Time

   • Tag Number

   • Guest Name & Room No.

   • Number of Bags & Description

   • Guest Signature (to avoid disputes)

   • Bell Captain Signature
     
     

C. Storing the Luggage

1. Bellboy carries luggage to the Left Luggage Room.
   
   

2. Places it in an organized manner on racks/shelves.

3. Items stored as per tag number sequence for easy retrieval.

4. Room is locked after placing the baggage.

5. CCTV cameras ensure monitoring.
   
   

D. Returning the Luggage

1. Guest returns with luggage tag/receipt.

2. Verify tag number with luggage and register entry.

3. Ask guest to sign the register at the time of collection.

4. Hand over luggage in guest’s presence.

5. Bellboy may assist in carrying luggage to the taxi or room if required.

6. Greet guest politely and thank them.
   
   

Dialogue Example:

• Staff: “Good evening, Sir. May I have your luggage tag, please?”

• Guest: “Here it is.”

• Staff: Checks register “Thank you. Please sign here. Here are your bags. Have a safe journey ahead.”
  
  

7. Security & Safety Guidelines

1. Never accept luggage without a tag entry in the register.
   
   

2. Refuse storage of illegal, hazardous, or flammable items (alcohol in dry states, gas cylinders, arms, etc.).

3. Advise guests not to leave valuables (cash, jewelry, electronics).

4. Luggage room should be locked at all times.

5. Only authorized staff allowed entry.

6. CCTV should cover all angles.

7. Any unclaimed luggage beyond a certain period should be reported to security/duty manager.
   
   

8. Special Cases

• Group Tours: Tour leaders may leave multiple bags; tags are issued collectively.

• VIP Guests: Special handling, stored separately with priority.

• Air Crew: Airlines may leave luggage regularly; handled under contract agreements.

• Suspicious Luggage: Report immediately to security; do not accept.

• Lost Tag: Verify guest identity thoroughly before releasing luggage.