STANDARD OPERATING PROCEDURE

SHIPPING REQUEST

TASK NUMBER: CC - 011

DEPARTMENT: Concierge
DATE ISSUED: December 2023

PURPOSE:

To provide services beyond expectation outside hotel by Concierge

Increase guest satisfaction and demonstrate Concierge professionalism

ACTION STEP DETAILED STANDARD

1. Clarification When guest ask Concierge to support shipping

service:
 Ask guest to bring the items for
clarification, if the items can be shipped,
 Concierge help guest weight the item and
inform the guest,
 Ask guest when they would like to have
shipment to be done,
 Confirm the method payment,
 Inquire guest contact detail: email address,
phone number, …

2. Contact with  Concierge call to the service company to

supplier book the service as guest request,
company  The company for shipping service: FedEx
for International shipping and Tiki / JNE for
domestic shipping
 Call them directly and describe the item
 (shape and weight)
 They will inform the price for the service
base on the information

3. Hand over to When the staff from service company comes

service and picks up the item:
company  Weight the item and check with our
number
 Concierge make sure that the package is
hand over and need to have a receipt
 Inform the estimate time for shipping
 Payment by Guest

4. Tracking and  Concierge must keep tracking the process

Recording of sending and inform the guest by
sending email or calling
 Record into logbook for further assistances
and easy to keep follow up

5. Lost and Found  After receiving the information from HK, A lost and found
Shipping concierge will follow to check with courier service must be in
company to get the price to inform guest. place. [704]
Also, get for the method of payment
 If guest agree, concierge will follow up Lost items must be
with courier company and send the receipt retained for a
to guest, minimum of 90
 After that, update to guest’s profile days. [26166]
accordingly

Prepared by: Acknowledge by:

Eka Putri Puspita Dewi Ilham Zaid Sungkar
Guest Service Manager General Manager
Date: Date: