PBX and Call Center Departure Luggage Retrieval

This checklist supports PBX and call center agents in managing guest departure luggage retrieval to Ritz-Carlton standards. It covers answering within three rings, warm and sincere greetings, using the guest’s name, offering transportation assistance, giving accurate pick-up time estimates, notifying guests of any delay beyond five minutes, and providing your name with further assistance. It includes coordination with bell staff to meet required arrival times for pre-arranged and same-day requests, follow-up communication when timing changes, and closing the call with appreciation. Emphasis is placed on service behaviors that enhance emotional engagement while ensuring timely, consistent luggage retrieval.