Hotel Luggage Handling Procedure & Checklist

Position yourself at the vehicle entrance within 30 seconds of arrival. Use a steady, welcoming approach to establish personal connection and offer clear assistance.

• Open the passenger door with a smooth motion and greet warmly: "Welcome to [Hotel Name], I am [Your Name]. Do you need help with your luggage?"
• Introduce yourself by name to personalize the interaction and build rapport.
• Offer physical assistance if the guest appears elderly, disabled, or is carrying heavy bags.
• Help the guest exit the vehicle safely before handling any baggage.

Pitfall: Approaching too quickly or appearing rushed makes guests reluctant to accept help and damages the critical first impression.

Count all luggage pieces visually and verify the guest acknowledges the total. Inspect each bag for damage that must be documented immediately to protect hotel liability.

• Count aloud with the guest: "I see three bags here. Is that correct?"
• Visually inspect each piece for dents, tears, stains, or visible damage.
• If damage is found, point it out: "I notice this corner is dented. Was this already present?"
• Ask the guest to confirm whether the damage existed before hotel handling.
• Record pre-existing damage on the luggage tag or in a separate incident log with date and staff signature.
• Never move damaged luggage without documenting the issue; this protects the hotel from false liability claims.

Pitfall: Assuming luggage is undamaged without inspection leads to disputes later when guests claim damage you cannot prove was pre-existing.

Obtain the guest's surname and write it legibly on the luggage tag. Include all required information for tracking and recovery if items are separated.

• Ask politely: "May I have your surname, please, Sir/Madam?"
• Write the surname on the luggage tag in clear, large handwriting (format: Surname only).
• Attach the tag securely to each piece using the tag loop or handle; ensure it will not fall off during transport.
• Show the guest the tag and verify the spelling: "Is that spelled correctly?"
• For fragile or perishable items, ask: "Are there any fragile items or perishables in this bag?" and mark the tag accordingly with FRAGILE or PERISHABLE.

Pitfall: Using illegible handwriting or mismatching tags to bags causes retrieval delays and frustration during check-in or departure.

Organize bags on the trolley to prevent shifting and damage during transport. Balance weight and use proper lifting technique to avoid injury.

• Place the largest, most durable bags on the bottom of the trolley; stack smaller or fragile items on top.
• Never exceed the trolley's weight capacity; distribute weight evenly across the base.
• Group bags by guest if handling multiple arrivals simultaneously.
• Test the trolley by moving it slightly to confirm all pieces are stable and balanced.
• Use a second trolley if necessary instead of overloading a single one.

Pitfall: Overloading a single trolley or stacking fragile bags at the bottom risks bag damage, guest injury, and trolley tipping.

Guide the guest and trolley through the hotel entrance and directly to the front desk. Provide verbal direction and ensure a smooth, unobstructed path.

• Push the trolley smoothly, allowing the guest to walk alongside or slightly ahead.
• Point out the reception desk: "Your check-in desk is just this way."
• Use main entrance and front-facing corridors; avoid congested or dimly lit areas.
• Wait at the reception desk until the front desk agent begins check-in procedures.
• Remain nearby and available if the guest has questions about luggage services or needs additional assistance.

Pitfall: Rushing ahead of the guest or leaving them alone at the desk creates confusion and reduces perceived service quality.

Once check-in begins, learn the room number and readiness status from the front desk agent. Record the room number on the luggage tag for tracking.

• Wait for the front desk agent to complete the reservation in the PMS system.
• Observe or ask: "What room number has been assigned?" (format: ###, e.g., 305)
• Record the room number on the back of the luggage tag.
• Ask the front desk: "Is the room ready for immediate occupancy?" or check the PMS screen directly.
• Make a note if the room requires housekeeping time or setup before delivery.

Pitfall: Assuming a room is ready without confirmation results in luggage stored in the wrong location or left outside an occupied room.

If the room is ready, transport luggage directly to the room via staff elevator. If not ready, place luggage in the arrival section of the secure storage room.

If room is ready:

• Use the staff elevator only (never the guest elevator with luggage).
• Travel directly to the guest's floor and room number.
• Enter the room and place luggage on the luggage rack or designated area.
• Return the luggage tag stub to the front desk and log the delivery.

If room is NOT ready:

• Transport luggage to the secure arrival section of the storage room.
• Place bags on the designated arrival shelf with other in-transit luggage.
• Log the entry immediately in the Daily Luggage Register: guest name, room number, arrival time, piece count, and notes.

Pitfall: Leaving luggage unattended in hallways or transporting it through public guest areas violates security protocols and exposes items to theft or damage.

Position bags in the room following guest comfort and safety standards. Leave the room in the same condition as you found it.

• Place luggage on the luggage rack if available; this keeps bags off the floor and prevents soiling or damage.
• If no rack exists, place bags against the wall, away from the bed and bathroom entry.
• Position fragile items carefully; never stack other bags on top of marked fragile items.
• Do not place luggage on the bed or bathroom floor.
• Remove and collect the luggage tag; return it to the front desk for logging and archival.
• Ensure the room door is fully closed and locked as you leave.

Pitfall: Placing bags on the bed or bathroom floor inconveniences guests and risks damage to both luggage and room furnishings.

Record all luggage activity in the Daily Luggage Movement Register (paper or digital). This creates an audit trail and supports lost-item recovery and accountability.

• Open the Daily Luggage Register or access the digital luggage log in the PMS.
• Record the following information: Date (DD/MM/YYYY), Guest Name (Surname, First Name), Room Number (###), Arrival Time (HH:MM, 24-hour format), Number of Pieces (numeric), Description (e.g., 2 large black suitcases, 1 garment bag, 1 backpack), Special Handling Notes (fragile, perishable, valuables, damage noted).
• Example entry: 11/09/2025 | Smith, John | Room 305 | 14:30 | 3 pieces | Black suitcase, garment bag, backpack | FRAGILE — glassware inside garment bag; guest advised to use safe for valuables.
• Sign and date the entry with your name or employee ID.
• File the entry immediately to prevent loss or misplacement.

Pitfall: Failing to log luggage creates gaps in accountability and makes it impossible to locate stored items or resolve guest disputes about missing belongings.

Communicate clearly with the guest about where their luggage is and how to access it during their stay.

• If delivered to room: "Your luggage is in your room on the rack. If you need any assistance, please call the front desk."
• If stored: "Your luggage will be brought to your room as soon as it is ready. You won't have to worry about it."
• Provide the bell desk phone number or give the guest a bell desk contact card.
• Encourage the guest to contact you if they need to access stored luggage during their stay.

Pitfall: Leaving the guest uncertain about their luggage location causes unnecessary anxiety and results in multiple front desk inquiries.

Initiate luggage collection proactively at check-out. Confirm departure details and offer transportation assistance to strengthen the final service moment.

• Approach the guest at the checkout desk: "Mr./Ms. [Guest Name], I hope you enjoyed your stay with us. Would you like assistance with your luggage or a taxi to the airport?"
• Confirm the guest's room number from the check-out paperwork or PMS screen.
• Ask: "Will you need a taxi, car service, or other transportation?"
• Coordinate with the concierge or transportation desk if the guest requests external services.
• Offer to collect their luggage and meet them at the designated pickup area.

Pitfall: Not offering luggage assistance at departure misses a revenue opportunity and leaves a negative final impression that overshadows the entire stay.

Visit the guest's room during checkout to retrieve all luggage. Conduct a systematic inspection to ensure nothing is left behind.

• Proceed to the room using the staff elevator.
• Knock gently on the door and announce: "Housekeeping, luggage collection" (or wait for housekeeping to finish if room is occupied).
• Enter only after permission is granted or after confirming the room is vacant.
• Conduct a systematic check: inspect the closet, bathroom, under the bed, balcony/patio area, and bedside tables.
• Collect all visible luggage pieces and ask the guest if present: "Do you have any other bags or items?"
• Use the luggage rack or trolley; never drag or drop bags.
• Verify the room is empty before departing.

Pitfall: Leaving a room without thorough inspection results in forgotten items, guest complaints about lost belongings, and potential reputational damage.

Move collected luggage to the agreed-upon location (lobby, portico, or parking area) using staff elevators and service corridors. Arrive before the guest to avoid them waiting outside.

• Load luggage onto the trolley, grouping by guest if applicable.
• Use staff elevators and service corridors to avoid congestion and maintain discretion.
• Transport luggage directly to the pickup area without unnecessary delays.
• Plan to arrive before the guest reaches the exit to ensure luggage is ready.
• If the guest is not yet ready, place luggage in a secure, monitored staging area near reception.

Pitfall: Using public elevators or allowing the guest to arrive before luggage is ready creates a poor departure experience and reduces perceived service quality.

Assist the guest with loading baggage into their transportation. Arrange bags to prevent shifting and verify all pieces are accounted for before departure.

• Inspect the luggage count one final time before loading: count aloud with the guest.
• Arrange bags in the vehicle trunk or back seat to prevent shifting or tipping during transit.
• Close trunk or vehicle doors and latches securely.
• Ask the guest to verify aloud: "Please confirm all your luggage is loaded and accounted for."
• Wait for verbal confirmation and a final visual check from the guest.
• Offer assistance if the guest appears to need help or luggage is unusually heavy.

Pitfall: Loading luggage carelessly or leaving bags behind creates frustration and potential liability for lost or damaged belongings that the hotel must resolve.

Record the luggage departure in the Daily Luggage Movement Register. Document the final status and transportation details for the stay record.

• Open the Daily Luggage Register and locate the guest's arrival entry.
• Record the departure entry: Date (DD/MM/YYYY), Guest Name (Surname, First Name), Room Number (###), Departure Time (HH:MM, 24-hour format), Number of Pieces (numeric), Transportation (Taxi Company Name #####, Personal Vehicle, Hotel Shuttle), Special Notes (all luggage verified loaded, taxi company contacted, etc.).
• Example: 11/10/2025 | Smith, John | Room 305 | 10:45 | 3 pieces | Yellow Cab #4521 | All luggage confirmed loaded by guest.
• Sign and date the entry with your name or employee ID.
• Close the entry to mark the guest's luggage movement as complete.

Pitfall: Incomplete or missing departure logs prevent tracking of lost items and make it impossible to follow up if guest disputes arise after checkout.

If a guest wishes to leave luggage at the hotel beyond checkout, complete a formal storage request form with explicit terms and liability limits.

• Ask the guest: "How long do you plan to leave your luggage with us?"
• Complete a Long-Term Luggage Storage Request Form (or digital equivalent) with: guest name, original room number, expected return or pickup date, number and description of pieces, any fragile or valuable items.
• Ask directly: "Are there any fragile items, perishables, medications, or high-value items in these bags?"
• Explain the storage policy: "Storage is complimentary for [X days] after checkout. Beyond that, storage is [fee per day]. We recommend keeping valuables with you or using our hotel safe, which is complimentary."
• Obtain the guest's signature on the storage form, confirming they understand the terms and liability limits.
• Assign a secure storage location separate from arrival/departure areas and attach a prominent label to each bag.
• Provide the guest with a signed copy of the form and a phone number for retrieval requests.

Pitfall: Storing luggage without written consent or clear terms leads to disputes over fees, liability claims, and lost items that are difficult to resolve.

Maintain the storage room in a secure, organized, and climate-controlled state. Regular inspections ensure safety, prevent theft, and support quick retrieval.

• Divide the storage room into three labeled sections: Arrival (luggage waiting for guest rooms to become available), Departure (luggage awaiting transport or scheduled departure), Long-Term (luggage beyond the standard checkout window).
• Keep sections physically separate if space allows; use clear signage to prevent mix-ups.
• Arrange luggage neatly on shelves or designated areas, avoiding stacks that could collapse or damage contents.
• Maintain the room at a stable temperature, free of moisture, pests, and direct sunlight.
• Lock the room when unattended; only authorized staff have access keys.
• Conduct a visual inventory check at least twice per shift (morning and evening).
• Inspect for damaged bags, spills, water intrusion, or signs of pest activity.

Pitfall: A disorganized or poorly maintained storage room leads to lost items, damage claims, liability disputes, and potential security breaches.

Before storing luggage, remind guests not to leave high-value items inside and suggest the hotel safe as a complimentary secure alternative.

• Advise the guest clearly: "Please do not leave jewelry, passports, electronics, or other valuables in your luggage. We offer a complimentary hotel safe where you can store these items securely."
• Offer to escort the guest to the front desk if they wish to use the safe immediately.
• Document this conversation on the storage form by checking a "Valuables Warning Given" box or adding a note.
• If a guest insists on storing bags containing valuables despite the warning, note this explicitly on the storage form (e.g., "Guest advised not to store valuables; guest confirmed valuables present and assumed all risk").
• Obtain the guest's additional signature acknowledging the risk and liability limits.

Pitfall: Failing to warn guests about valuables exposes the hotel to liability claims if items are lost or stolen and may violate insurance coverage terms.

Identify perishable items (food, medication, cosmetics) before storing luggage and coordinate appropriate refrigerated or controlled storage if needed.

• Ask the guest directly: "Do you have any food, medication, cosmetics, or perishable items in your luggage?"
• If yes, ask what type: "Is it food, medication, or another type of perishable?"
• Coordinate with Food & Beverage (for food) or housekeeping (for temperature-sensitive items) for refrigerated storage if appropriate.
• For medications, advise: "We can store medication in our secure refrigerator. Some items may need to stay with you. Which would you prefer?"
• Record perishable items on the storage form with specific instructions: e.g., "Medication stored in front office refrigerator; retrieve daily if needed."
• Verify with the guest: "We will store your [item] in [location]. You can request it at any time from the front desk by asking for [staff name]."
• Set a daily reminder to check on perishables and discard expired or spoiled items per hotel policy.

Pitfall: Storing perishable items without attention causes spoilage, health code violations, allergic reactions if items leak, and guest dissatisfaction.