CLOAK ROOM PROCEDURE

Guest Expectation:

I expect that my Coat or Jacket given to a Cloak Room Attendant to be returned to me upon my request.

Why is this task important for you and our guests?

Answers: 

1. I understand the importance of accurate storage of cloaks.

2. It is important for our guests, that if they give us their belongings for safe keeping, we really do take care.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Preparation	Prepare all items required (hangers and dockets).	Why do I need to offer assistance? What do I need to prepare
Receiving	Greet the guest with a smile and say, Good morning/afternoon/evening welcome the ………….. May I help you with your coat/jacket? Always make eye contact. When guests’ hand coat/jacket, use the phrase, “Let me help you”. Issue the claim tag to the guest. Brush the coat if necessary and hang it up together with the coat tag. Hang coat/jacket on the rack in order of the tag number. Ensure the number in correct sequence.	Why do I need to greet our guests so friendly? DRILL LANGUAGE Why does the guest need a claim tag? Why do I need to brush the coat?
Claiming	When guests’ approach your counter, greet the guest politely and ask for the tag. “Good morning/afternoon/evening may I have your claim tag, please” Check the tag number and look for the right coat/jacket and return it to the Guest. Bid the guest a nice farewell: “Have a nice day/evening” and/or “Hope to see you again”. Put the tags together and hang them together with the hanger for subsequent use.	Why do I need the claim tag, is it not enough to ask for the number? What happens when I do not check properly? Why do I need to put the hanger together with the number again?
Stolen items	If guest is still in F&B outlet, hand over the    coat/jacket to the Outlet Manager. Check the number of tags and hangers and tidy up the cloakroom. If items are left and guests are not in other outlets, hand over items to the Ass. Manager. The Ass. Manager will than put coat in back of the FO for later claim. If not claimed by the next day put coat to L&F (Lost and Found procedure applies). Lock the door of cloakroom.	How can it happen that a coat gets stolen? Why do I need to call Security and not Police? Why can I not put an unclaimed coat/Jacket into the HK office? Why can other people not clean up the room? Where could this guest be? Why does FO keep the coat for the night? Why is the coat/jacket handled as a LOST & FOUND item? Why do I need the claim tag, is it not enough to ask for the number? What happens when I do not check properly? Why do I need to put the hanger together with the number again?
Return to assigned work	If guest is still in F&B outlet, hand over the    coat/jacket to the Outlet Manager. Check the number of tags and hangers and tidy up the cloakroom. If items are left and guests are not in other outlets, hand over items to the Ass. Manager. The Ass. Manager will than put coat in back of the FO for later claim. If not claimed by the next day put coat to L&F (Lost and Found procedure applies). Lock the door of cloakroom.	Why do I need the claim tag, is it not enough to ask for the number? What happens when I do not check properly? Why do I need to put the hanger together with the number again?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. What is important when preparing for the cloakroom?

2. What do you have to give the guest in exchange for the coat/jacket?

3. What do you have to do with unclaimed items?

4. What is important when you realize that an item is missing?