OBJECTIVE• Packages & parcels can be received for guest’s who are

arrival in house departed

• Must be handled with extreme care

• Ensure delivery in least time frame

• Ensure delivery to addressed guest

On retrieval:• check guest’s last name on parcel/package• check for similar guest name in OPERA• if guest name found, leave trace

- under trace code “PP”- on business date when guest is

due to arrive- ensure complete detail in trace –

receiving associate, date of retrieval

• trace must not resolved until delivery• take contact details of delivery person• stored at baggage service desk until arrival

HANDLING PROCEDURE (Arrival)

HANDLING PROCEDURE (In House)

• Follow similar process until guest locating• Once guest is located, if in house

- ring guest room and inform- must be delivered while delivery person present- deliver personally to guest

• Resolve trace with delivery associate’s name recorded• In case no answer from room, send written message• If no such guest in house, decline acceptance• Record details for future reference

HANDLING PROCEDURE (Departed)

• Locate for any future reservation, if found – follow arrival procedure• In case, no future reservation found, decline acceptance, inform Duty Manager prior to allowing delivery person to leave•Duty Manager may contact the guest, organize courier delivery – guest to bear charges• Ensure traces are updated with complete information on departed reservation• In case departed guest not approachable, Duty Manager denies acceptance. Traces still to be updated for future reference with DM’s name

DO’ s & DON’TSDo’s• all packages and parcels must be scanned for security

clearance • a trace must be immediately entered upon the acceptance of

a package or parcel• Control F 7 to be used to search for guests • the trace shall remain unresolved until it has been physically

handed over

Don'ts• do not make any payments on behalf of the guest unless

requested for • do not accept the parcel or package should there be any

security doubt over the item

ANY QUESTIONS???