Cloakroom Attendant — a practical manual

A well-trained cloakroom team makes the difference between complaints on Google and compliments from guests. The good news is: the basics can be taught to a new employee in five minutes. The finesse lies in speed, courtesy, and attention to exceptions. This manual outlines the entire procedure — print it out and hang it behind the counter.

The role in one sentence

Receive the coat, hang it up, give a number, retrieve, return. That’s it. Everything else — speed, friendliness, dealing with the unexpected — is what sets a good cloakroom attendant apart from an average one.

The five fixed steps

1. Take the coat with both hands. Ask the guest if they want to remove anything from the pockets.
2. Tear the coat ticket along the perforation into two identical halves.
3. Attach one half to the coat, give the other to the guest. Confirm the number verbally: “number 42, have a lovely evening.”
4. Hang the coat on the corresponding numbered hook or in the correct row.
5. On departure: match both coat tickets and return the coat — assist the guest in putting it on if desired.

Speed at peak times

Busy periods come in waves: on arrival and at the end of the evening. Work in pairs — one receives and issues numbers, the other hangs up. Keep the rails strictly chronological so you can find any coat within seconds. Communicate waiting times politely; “just two more minutes, it’ll be fine” works wonders. Expect around 75 guests per attendant during the peak.

Dealing with exceptions

• Guest without a coat ticket? Ask for a description of the coat (colour, brand, pocket contents) and compare. Full explanation in our guide what to do if a guest loses their number.
• Expensive coat or fur coat? Politely point out the cloakroom rules and treat it with extra care.
• Lost ticket on your side? Document which coat was returned without a ticket, to whom and why.
• Valuables in pockets? Actively remind the guest to remove them briefly.

Courtesy makes the difference

A smile, eye contact and a genuine “have a lovely evening” cost nothing and determine the last impression a guest takes away. The cloakroom is often the first and last point of contact for the evening — this is where the tone is set.

Training a new employee

Go through the five fixed steps together once, let the new person help a few guests under supervision, and then they’ll get the hang of it quickly. It’s second nature within one shift. If you’re setting up a cloakroom completely from scratch, combine this manual with our guide setting up a cloakroom system.