Issued: ASIA PACIFIC ROOMS DIVISION Index Nº:

27/01/10 POLICIES & PROCEDURES CON-05-03-005

Revised: Department:
01/05/2013 CONCIERGE / PORTER

Subject: Group Luggage Handling & Storage 2 pages

POLICY

All groups / conferences baggage are to be handled in an organised manner and delivered to the all
respective rooms within 30 minutes of the group’s arrival.

ARRIVAL PROCEDURE

Prior to group arrival at the hotel

• Ensure a current group rooming list in alphabetical order is available for the porter responsible.

Upon arrival of a group for check in

• Ensure that all pieces of baggage are removed from the coach and accurately accounted for.
• Get the number of pieces verified by the group coordinator.
• After verification, baggage is to be tagged immediately.
• Mark room numbers on the baggage tags only according to the rooming list.
• Deliver the baggage to the guest room immediately by the service lift
• If rooms are not ready then relocate the bags to a safe and secure area. If in an open area rope bags
together.

Entering of guest room

• Ensure you are at the correct room before entering.

• Check for privacy sign on door, if visible the room is not to be entered. Guest privacy must be
maintained at all times.
• You must knock on the door in a firm audible manner and following the knock you must announce
who you are (i.e. Porter). This must be repeated at least 3 times before entering the room. No staff
member enters a guest room unannounced.
• Greet guest by name, place suitcase on the baggage rack.
• Offer assistance and advise how to contact reception if any assistance is required.
• Bid the guest a very pleasant stay and take your leave.
• Make entry of check-in in the errand sheet to confirm how many bags were delivered.
• If the bag is not for that guest, take bag down to reception and contact tour guide to locate correct
guest.
• All bags to be reported on arrival log detailing bags which have been delivered to guest rooms.

Page 1 of 2
DEPARTURE PROCEDURE

Before group departure from the hotel:

• Ensures group rooming list in numerical order is available with time and room number for baggage
collection; approximately 30 minutes should be given to the porter to bring the baggage down for the
Group departure, to be assessed with the number of baggage to be carried.

Upon departure of a group:

• Ensure that all pieces of baggage are removed from each room / doors.
• Note on the rooming list the number of baggage collected.
• All baggage to be taken down / to the bus by the service lift.
• Verify the number of bags collected with the group co-coordinator.
• After verification, help to ensure all baggage is securely placed in the coach.
• Ask the group co-coordinator to acknowledge the number of baggage by signing off the rooming list.
• Wish the group coordinator and the guests a pleasant trip.

Should the group’s baggage need to be stored, all baggage is to be placed in one area and tagged
according to the room number. Record details of baggage collection in the register.

• When a guest comes to collect his/her stored baggage, request for the room number and verify the
name with the rooming list.
• Ensure that the receipt number matches the number of the guest baggage tags.
• Check that all pieces of baggage are present and accounted for.

REFERENCE DOCUMENTS

POLICY AND PROCEDURE SUPPORT DOCUMENTS

Page 2 of 2