Hotel Item Transfer, Inquiry and Message Service Guidelines

**VI. Transfer of Items**

Guests staying at hotels are usually not locals, so it's inevitable that some...

In situations where local friends or business partners arrange to exchange items, but due to unforeseen circumstances, the exchange may be delayed.

Such situations occur from time to time. The transfer of items typically involves the following two scenarios:

**1.** **Transfer from external guest to internal guest**

This refers to a situation where a visitor and a hotel guest know each other but need to exchange items for other reasons.

In this situation, the hotel's front desk staff must ensure a smooth handover:

★Confirm the guest's basic information

Currently, hotel check-in records are kept on a computer system, so it's necessary to verify the identity of guests before transferring any items.

The hotel system confirms the guest's check-in status, such as whether they have left the hotel, whether they are in their room, or whether they have been there recently.

You will check into a hotel and confirm the situation before receiving your belongings. Please note the following points when handing over your belongings:

①If the guest is staying in the hotel, the room number to which the items are transferred and the guest's name should be noted;

②If the guest will be checking into the hotel soon, the booking code and the guest's name should be noted;

③ If the guest has already checked out, you should not accept the items unless the guest has specifically instructed that they will come back to retrieve them.

★Understand the basic information of foreign visitors

This mainly refers to front-of-house staff asking for guests' names, phone numbers, and other information so that they can answer any questions.

You can contact me at any time.

★Fill out the mailing card for guests

Service personnel must write down all details clearly for future reference. This should include the time, location, and other relevant information.

Guest name and phone number, guest name and room number, item name, and person in charge.

★Transfer of Items

Service staff should deliver the items to the guest room directly or have them handed over from the front desk, and must deliver them to the room immediately.

To avoid omissions.

① Before delivering directly to the guest room, you can contact the guest by phone. If the guest is not available, you can ask the housekeeping staff.

Open the door or ask the counter for a new key card;

② After the guest receives the items, please have them sign the item transfer form and fill in the date.

The staff member shall keep a copy of the item transfer form for future reference;

③ If the staff delivers items directly to the guest room and the guest is not in the room, the items and the mailed items must be returned to the guest room.

Give the guest the item card and hand it over to the guest, then deliver the item to the guest room.

**2.** **Guest transferred to outside guest**

This situation usually occurs when a hotel guest and a guest have an appointment, but the guest needs to leave due to other reasons.

He needs to transfer items to a guest for various reasons. When handling such transfers, the following points should be noted:

★ Ask for the guest's name and room number, the name and phone number of any other guests, and whether you have already contacted them.

When can I pick it up?

★Fill out the item transfer record book, clearly noting all details for easy future reference.

This includes the time, guest's name and room number, name and phone number of external guests, item name, and the person who handled the item.

★When filling out a luggage storage card, staff should require guests to clearly indicate the contents so that other guests can retrieve their belongings.

Its contents include the date, room number, name, item name, and the person who handled the item. The bottom part of the item storage card should be...

Attach the item to the register and the contact information to facilitate retrieval and collection; also attach the storage card to the item.

Send it to the warehouse and place it in the location specified by the hotel.

★When a visitor comes to collect items, their identity should be verified, a collection record should be made, and the items should be handed over to them.

Item transfer is a service provided by hotels to make things more convenient for guests; this service is time-efficient.

This is extremely convenient for guests who are in a hurry or have busy schedules. Therefore, in providing service, we should try our best to cater to the guests' needs.

The basic principle is to ensure convenience while also maintaining the confidentiality of the items.

**VII. Inquiry Service**

Whether guests are staying at the hotel or making a purchase, they are usually unfamiliar with the hotel facilities.

They will ask relevant service personnel, at which point the service center staff must have a large amount of information about the hotel and its...

We will provide relevant information and materials, answer any questions raised by guests as much as possible, and strive to meet their needs to achieve the best results.

We strive to provide high-quality service, making our guests feel at home.

**1.** **Check the status of hotel guests**

Inquiries about hotel guests are one of the main topics of inquiry from visiting guests, and should generally be conducted without directly addressing the guest's personal information.

Answer within the scope of a person's private life; these types of inquiries generally include whether the guest is staying at the hotel and other related matters.

The room number and other information. To avoid errors and disputes, front desk staff will handle such inquiries from guests.

When doing so, the following points should be noted:

★When receiving an inquiry, service personnel should first ask for the visitor's name and understand their basic information.

In this case, please make a proper registration.

★Check the computer to see if the guest is staying at the hotel and confirm their room number, then call the room.

The guest is informed of someone's visit, and the room number can only be given to the visitor with the guest's consent.

★If the guest is not in their room, the information desk staff may, depending on the situation, use methods such as calling out to find them in the hotel's public areas.

The venue helps visitors find the guests they are visiting.

★If guests are out, visitors should be informed. Alternatively, visitors can be asked to wait in the lobby, but they should not leave without permission.

They informed the guests of their room number and phone number.

It is particularly important to note that visitors should never be brought into a guest room without their permission.

Alternatively, the hotel can directly provide the room number to the visitor. Hotels must be mindful of protecting guest privacy and ensuring guests do not...

Interference from irrelevant personnel or guests who are unwilling to receive guests.

**2.** **Inquire about hotel details**

Especially during meetings and banquets, many guests will ask questions in the lobby, so it's important to know clearly...

This information includes details about hotel activities, locations, and the availability of facilities, so that guests can be informed in detail.

Typically, inquiries about hotel-related information mainly include the following aspects:

★Location and opening hours of restaurants, bars, and shopping malls.

★Venues and times for banquets, conferences, and exhibitions.

★Information on other services, operating hours, and pricing offered by the hotel, such as fitness services and medical services.

Services such as laundry and laundry.

Front office staff should be familiar with the above information in order to provide guests with accurate and definite answers.

Service staff must not give ambiguous answers to guests' questions. For example, when a guest asks about the bar...

When asked if the business is still open, you should not answer with, "I think it's still open!" or "They probably haven't closed yet!"

**3.** **Check the area around the hotel**

The hotel's surrounding transportation routes, modes of transport, and locations of major tourist attractions are also important information for guests, especially...

Frequently Asked Questions by Tourists. Inquiries from customers regarding the area outside the shop typically include the following:

content:

★Tourist attractions and transportation information for the hotel's location.

★Major entertainment venues, commercial areas, business institutions, government departments, universities and colleges, and related enterprises

Location and traffic conditions.

★Basic information regarding recent large-scale cultural and sports events.

★ City traffic conditions.

★International and domestic flight status.

To accurately answer guests' inquiries, front desk staff must possess high qualifications and be proficient in [specific skills/techniques].

Be familiar with the local scenery, transportation, and information about other hotels; and prepare the latest relevant information.

We need to prepare the information so that we can give customers a satisfactory answer.

To provide excellent inquiry services, front desk staff must be patient and approachable. Additionally, if...

Since the hotel hosts many foreign guests, in order to prevent inconvenience caused by language barriers,

The hotel information desk can also prepare a guide card for guests (with English and Japanese on the front and back respectively).

The hotel's address, phone number, and the guest's destination are displayed in three languages ​​(Chinese, English, and Chinese), so that when guests go out,

You won't get lost if you just show this card to a taxi driver or pedestrian.

**VIII. Message Service**

Hotels typically receive two types of messages: visitor messages and guest messages. If a visitor doesn't encounter a guest's message...

Hotel guests can leave messages for other guests; hotel guests can also leave messages for incoming visitors before leaving. (Correct action)

Organizing messages properly helps guests convey information, while delaying guest messages can disrupt their plans.

Therefore, providing a good message service is very important.

**1.** **Visitor Comments**

"Visitor comments" refer to messages left by visiting guests for hotel guests, usually in triplicate. Provided to visitors.

The main procedures for the message service are as follows:

★After receiving visitor messages, the visitor message form should be filled out and handed to the supervisor for inspection.

★Front desk staff should turn on the message light in the guest room of the person being visited.

★The first copy of the visitor message form should be placed in the key and mailbox rack, the second copy should be sent to the telephone switchboard, and the third copy should be sent to the telephone operator.

Mail or bellhops are delivered to the guest rooms, and a message slip is slipped under the door.