SHANTI MAURICE STANDARD OPERATING PROCEDURE
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REF: FO COV 4
26-05-2020
TITLE
LUGGAGE HANDLING PROCEDURE
Creation Date
DEPARTMENT
FRONT OFFICE
Version No
PERSON RESPONSIBLE
DUTY MANAGER
Version Date
A
1.0 Definitions To ensure that the correct handling of luggage steps are being observed upon arrival. To ensure that the comfort of guests is not inconvenienced by noise and disturbance. The Process of Luggage Handling includes:
2.0 Responsibilities Driver / Porter Responsible for the application of the SOP on a daily basis Duty Manager / Front Office Supervisor Orchestrates the entire sequence and help wherever required.
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DUTY MANAGER
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Signature:
This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
LUGGAGE HANDLING PROCEDURE
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REF: FO COV 4
3.0 PERSONAL PROTECTIVE EQUIPMENT 3.1
Use of Gloves
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DUTY MANAGER
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TITLE
3.2
LUGGAGE HANDLING PROCEDURE
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REF: FO COV 4
Use of Mask
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DUTY MANAGER
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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
LUGGAGE HANDLING PROCEDURE
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REF: FO COV 4
4.0 Luggage Handling Procedure 4.1
Luggage Handling Process Flow
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DUTY MANAGER
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TITLE
4.2
LUGGAGE HANDLING PROCEDURE
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REF: FO COV 4
Preliminaries one Day prior Guests’ Arrival
Receptionist generates Daily Events for the next day (List of Arrivals). Porter takes note of all allocated room to all arrivals.
He identifies and prepares Luggage tags with names & room numbers (if confirmed). He organizes the quantity of sanitizer required and disinfectant for cleaning.
He cleans buggy, luggage trolleys and disinfect them.
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DUTY MANAGER
Approved by:
Signature:
This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
4.3
LUGGAGE HANDLING PROCEDURE
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REF: FO COV 4
Upon Guests’ Arrival
Refer to SOP FO Guests’ Arrival Transfer (Step 4.5.1 - 4.5.5)
Porter sanitises the Guest Luggage.
He uses prepared tags with Guests’ names and room number and notes down the total number of luggage.
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DUTY MANAGER
Approved by:
Signature:
This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
4.3
LUGGAGE HANDLING PROCEDURE
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REF: FO COV 4
Luggage Delivery
If guest’s room is ready, he uploads luggage in Buggy / Bird cage Trolley or two-wheel trolley depending the zone guest’s room has been allocated: 1. Trolleys should not be overloaded with luggage for safety purposes. Luggage may be unstable and toppled over. 2. Luggage should not be stacked up excessively in order to enable clear visual. 3. Two-wheel trolley may be transported in the buggy. 4. Luggage should be neatly arranged before lifting. No excessive load should be made; this can damage the trolley wheels.
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DUTY MANAGER
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Signature:
This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
LUGGAGE HANDLING PROCEDURE
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REF: FO COV 4
The two-wheel trolley can be laid on the support stand to facilitate offloading of luggage.
He uses his Master key to open Guest’s room and keeps the luggage in the wardrobe area. He closes the room main door behind him.
After use, the Porter pulls the two-wheel trolley from behind to carry it back to the buggy and lobby. Note: Porters are required to provide sanitizer to all guests whenever needed. They shall make use of sanitizer every 30 minutes.
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DUTY MANAGER
Approved by:
Signature:
This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
LUGGAGE HANDLING PROCEDURE
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REF: FO COV 4
5.0 DISTRIBUTION General Manager Resident Manager Financial Controller Duty Manager
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DUTY MANAGER
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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission