Package Logging Procedure

This procedure outlines the process for efficiently and professionally receiving, logging, and delivering guest packages, prioritizing guest satisfaction and the security of their belongings.

It applies to all packages received at the front desk for registered guests, irrespective of size or carrier.

Procedure:

Receiving Packages:

1. Verify the guest's name and room number on the package label.
2. If the guest is not currently checked in, confirm their expected arrival date and room reservation in the Property Management System (PMS).
3. If the package appears damaged or tampered with, notify the Duty Manager immediately.

Logging Packages:

1. Record the following details in the designated Package Log:
• Date and time of package arrival
• Carrier/Courier service
• Guest name & room number
• The number of parcels delivered
• Your initials
• Whether the guest has been advised of the delivery, or if it has been placed in the guest's room

Storage and Delivery:

1. Store packages securely in the designated package storage area, ensuring they are protected from damage or loss.
2. For checked-in guests:
• If the guest is in their room, promptly deliver the package to their room and obtain their signature upon receipt.
• If the guest is not in their room, leave a notification card at their door, informing them that a package is awaiting collection at the front desk.

3. For arriving guests: Upon check-in, inform the guest of their package and obtain their signature upon receipt.

Note:

• Do not accept packages for guests who are not registered at the hotel.
• If a guest requests to have a package held for a specific time or date, make a note in the Package Log and ensure the request is fulfilled.
• If a package remains unclaimed for an extended period (as per hotel policy), notify the Duty Manager to determine appropriate action.