Bellservice_ bell person

TASK 01: Maintain Posture

Procedure

# Remain in posted positions in lobby as directed by supervisor.

# While at post, remain looking forward, hands at sides, with an attentive and pleasant appearance, alert to guest needs.

Standard

#Correct posture and attentive stance maintained at all times.

#Do not lean against anything

TASK 02: Receive Assignments

Procedure

# Return immediately to Bell Desk after each assignment and ensure front is logged with:

1) Time assignment started

2) Room number

3) Your number/initials

4) Type of assignment (check-out/check-in)

5) Time assignment completed

# Check for additional room assignments with supervisor:

1) If yes, proceed according to the instructions.

a) decide if a cart will be needed

b) if unsure, take a cart with you

2) If no, return to assigned post.

Standard

#Bell staff must return to Bell Desk immediately after each assignment.

#Call sheet must be checked for additional assignments upon completing a task.

#React quickly to instructions

TASK 03: Log Calls

Procedure

# Answer phone with proper salutation.

# Log all guest requests on the call sheet and include:

1) Room number or area

2) Description of service (i.e., check-in/check-out)

3) Time of request

4) Number of bags

# If unable to deliver/retrieve luggage within 5 minutes, call guest back and inform them of status.

Standard

#Bell Desk phone to be answered within three rings.

#Guest requests must be recorded legibly and accurately to avoid any misunderstandings.

#Requests fulfilled within 5 minutes

TASK 04: Load Luggage On Bell Cart

Procedure

# Load cart by stacking larger, heavier cases and boxes on the bottom and smaller, fragile items on top.

# Never drop luggage on cart; always place items gently and carefully on cart.

# Never overload as it may cause guest's items to fall off and may result in damages or loss of items.

# Always practice safe lifting techniques. Always lift from the knees, and not from the back.

# If luggage is too heavy to lift, get assistance; do not try to pick it up yourself

Standard

#Be aware of safe lifting techniques and always practice safety measures to avoid injury.

#Show respect for guest's belongings. Organize and place all items on cart gradually, yet efficiently.

#Secure items before moving the cart.

TASK 05: Greet Guests

Procedure

# When guests are entering/exiting their vehicles or the hotel, greet them with a warm smile and say:

1) Good morning/afternoon/evening.

2) Welcome to The Furama Resort

3) Welcome back to The Furama Resort.

4) How may I assist you?

5) Thank you for staying/visiting The Furama Resort.

6) Have a safe trip home.

# Whenever possible, use the guests' names (especially hotel guests and V.I.P.'s).

# Observe nametag on luggage to learn guest's name.

Standard

#All guests must be greeted with a smile, eye contact and proper salutation.

#Maintain positive body language and correct posture.

#Guests greeted within a 5 foot distance.

#Use the guests' names whenever possible during conversation

TASK 06: Rooming A Guest: Introduction

Procedure

# When called by the Front Desk, walk to the desk to be introduced to the guest by the Front Desk.

# Receive the registration slip and key from the Front Desk.

# Make eye contact and greet the guest warmly with a smile and say, "Good morning/afternoon/evening, (Dr./Mr./Mrs./Ms. (name). My name is _______, I will escort you to your room"

# If you are not called by the Front Desk, approach the guest and offer your assistance.

# Ask guest directly if he/she has visited previously or if it is a first visit.

# If guest is identified as a returning guest, greet the guest warmly with a smile and say,"Good morning/

afternoon/evening, (Dr./Mr./Mrs./Ms. (name). My name is _______, I will escort you to your room"

#Eye contact, smile and correct posture maintained.

#Always use the guest's name.

#Practice good security skills by discreetly discussing room number with Front Desk and guests.

#Bell staff are introduced or introduce themselves to the guest they are assisting.

#Ask all guests if they are returning or first time guests, unless known to you.

#Recognize return guests as such and by name whenever possible.

# Tailor your discussion with the guest according to his/her information needs:

1) If it is a repeat guest, provide any new or recently changed information regarding hotel features or services (i.e., promotions, changes in hours of operation, etc.).

2) If guest has not visited property before, provide guest with complete detailed hotel information.

Standard

TASK 07: Rooming A Guest: Identify Luggage

Procedure

# Have guest visually point out luggage.

# If guest has stored luggage, assist guest in retrieving it. Match guest's claim ticket with ticket on luggage.

# Determine if amount of luggage warrants use of cart/truck. If so, secure and load cart.

Standard

#Identify all guests' luggage before leaving lobby area to avoid any mistakes.

#No luggage left in front area

TASK 08: Rooming A Guest: Escort Guest

Procedure

# Guide guest to the elevator and walk with the guest so that you can converse and explain hotel facilities as you go.

# If you are unable to accompany guest:

1) Provide the guest with detailed directions to the room to ensure he/she does not get lost.

2) Explain to guest that you will meet him/her at the room.

# If any luggage is to be stored, place in designated area and ensure that guest receives claim ticket.

# When delivering luggage to the room, do not leave any luggage unattended in the hallway.

Standard

#Guests escorted to rooms whenever possible.

#Guest informed of all hotel facilities and services.

#Deliver all luggage accurately in an organized manner within minutes.

#Avoid damage to hallway, doors and furniture when handling luggage

TASK 09: Orient Guest to Hotel Services

Procedure

# Vary the information based upon whether our guest is a first time visitor or a repeat guest.

# Determine how receptive the guest is to your information and tailor your discussion accordingly.

# Fully explain all your hotel services, facilities and hours of operation:

1) Restaurants, lounges, room service

2) Entertainment in hotel

3) Health club/spa

4) Sportt facilities

5) Concierge services

6) Shops within the building

# Promote hotel outlets before local restaurants. Explain the type of cuisine and style of restaurant.

# Identify the closest stairway exit and one alternative.

# Point out fire pull boxes and emergency phones in the corridor.

# Be knowledgeable in Hotel Fire Procedures and Systems. Explain to every guest.

# Identify the closest ice machine to the guest room.

#Do not impose any conversations in which the guest does not wish to participate.

#Remain sensitive to the guest's needs in all interactions.

#Relay accurate information and maintain complete familiarity with all the particulars of hotel outlets, facilities and services

#Avoid sounding mechanical or rehearsed when relaying information.

#The nearest fire exit and pull box is pointed out to all guests.

TASK 10: Rooming A Guest: Enter Room

Procedure

# Explain to guests that room keycards are coded for their safety.

# Show guest how to insert keycard into the lock, remove, turn knob and push to open door.

# Explain that door automatically locks without the keycard when closed.

# Open door and allow guest to enter first

Standard

#Key system fully explained to all guests.

# Guest to enter room first

# Checking if room is in good condition during dooropening

TASK 11: Rooming A Guest: Place Luggage InRoom

Procedure

# Remove luggage from closet and ask guest where they would like the luggage placed.

# Ask guest where he/she prefers the garment bag to be placed

# Place all other luggage in sleeping area adjacent to rack in an organized manner.

Standard

#All luggage must be properly stored in the guest's room according to guest preference.

TASK 12: Explain Air Conditioning System

Procedure

# Demonstrate temperature control features of the system.

# Set at comfortable level for the guest.

# Ensure air conditioning and heating are in working order.

# If the unit is not working properly:

1) Apologize to the guest.

2) Call Front Desk immediately to report the problem and request another room for the guest.

3) Inform guest on status.

# After rooming guest in the new room, advise the guest that you will deliver a new room key.

Standard

#All guests are shown how to use the air conditioning and heating system.

#All AC problems reported promptly and followed up.

TASK 13: Explain Telephone

Procedure

# Inform guest of phone charges for various types of calls.

# Describe how to make:

1) Local calls

2) Long distance calls

3) Room to room calls

# Point out hotel message pads and hotel extension directory.

Standard

#All guests informed of phone features and proper usage.

TASK 14: Explain Safety Features

Procedure

# Bring attention to emergency instructional card on reverse side of entry door.

# Point out smoke detectors inside room.

# Advise guest to review the Hotel Directory regarding specific emergency procedures (i.e., in the event of an Taifun).

# Advise guest of hotel emergency instructions (i.e., announced on hotel's P.A. system).

Standard

#All guests are to be shown fire/safety plan card on the room door.

#Guests made aware of literature to review, hotel channel and other safety instructions

TASK 15: Explain Safety Deposit Boxes/Room Safes

Procedure

# Identify the safe in the guest room and explain how to use it.

# Recommend that guest utilize the safety deposit box for storage of any valuables.

# Explain to guest that the hotel provides safety deposit boxes at the Front Desk at no charge and accessible on a 24-hour a day basis in addition to the in-room safe.

Standard

#Guests made aware of available sources for safekeeping of their valuable items.

TASK 16: Explain Television

Procedure

# Explain television and remote control operation.

# Point out the on/off switches, volume and channel controls.

# Inform guest of the channels and available programming.

# Thoroughly review information on cable and movie channels.

# If television is not working properly:

1) Apologize to guest.

2) Determine if guest minds if an Engineer comes to repair or replace it.

3) Contact Engineer to come up immediately, or as specified by guest.

4) If guest is adamant about situation and insists on having a room change, handle accordingly.

Standard

#Guests made aware of television and remote control features and how to access them.

TASK 17: Identify Other Room Features/Services

Procedure

# Depending on guest's preference for information, explain the following:

# Bathroom Amenities:

1) Point out bathroom amenities available for guest use.

2) Notify guest that additional items may be obtained through Housekeeping.

3) Spot check bathroom to ensure it has been properly stocked. Report any deficiencies to Housekeeping.

# Guest Services Directory:

1) Point out the guest services directory and explain the contents.

2) Show the guest the location of stationary, envelopes and postcards.

# Valet/Laundry Services

1) Explain the same day laundry/valet service provided by the hotel.

2) Point out the valet/laundry slips and bags.

#Make sure there is adequate stock of bathroom amenities.

#Guest made aware of guest services directory available for their use.

#Guest made aware of 24-hour valet/laundry services.

TASK 18: Explain Mini Bar

Procedure

# Point out and give a brief description of the contents.

# Show guest the mini bar price menu.

# Explain to guest that the mini bar will be restocked daily and charges will be posted directly to his/her room account.

# Advise guest that any additional items may be obtained through Room Service.

* NOTE: See sample of mini bar price menu.

Standard

#Guest made aware of mini bar location, its contents and use of it.#Guest made aware of mini bar location, its contents and use of it.

TASK 19: Offer To Fill Ice Bucket

Procedure

Always offer to get ice for the guests.

# If requested, take ice bucket from room and get ice from nearest vending area.

# If declined, repeat location of nearest ice machine.

Standard

#All guests are asked if they would like their ice bucket filled.

TASK 20: Depart After Rooming Guest

Procedure

# Ensure guest is satisfied with the room before leaving. Call Front Desk immediately if guest expresses any dissatisfaction with the room. Be prepared to room change.

# Report and follow up on any maintenance repairs needed in the room.

# Ask if there are any questions and state, "If I can be of further assistance, please feel free to call me at extension

or use our Guest Service Line, extension ."

# When leaving the room, thank the guest and say "enjoy your stay with us(guest name)"

# Do not solicit gratuities.

# Do not linger if gratuity is not extended.

# If gratuity is received, always thank the guest.

# Close door securely behind you upon leaving the room.

# Return to your post in the lobby immediately and record completion of assignment on the log sheet.

#Leave guest feeling they can call upon you at any time for assistance.

#Always use guest name.

#Guests thanked for any gratuity received.

#Gratuities must not be solicited or demanded.

#Make eye contact and smile when speaking with guest.

TASK 21: Deliver Guest Luggage After Guest Has Checked-In

Procedure

# Ensure guest is satisfied with the room before leaving. Call Front Desk immediately if guest expresses any dissatisfaction with the room. Be prepared to room change.

# Report and follow up on any maintenance repairs needed in the room.

# Ask if there are any questions and state, "If I can be of further assistance, please feel free to call me at extension

or use our Guest Service Line, extension ."

# When leaving the room, thank the guest and say "enjoy your stay with us(guest name)"

# Do not solicit gratuities.

# Do not linger if gratuity is not extended.

# If gratuity is received, always thank the guest.

# Close door securely behind you upon leaving the room.

# Return to your post in the lobby immediately and record completion of assignment on the log sheet.

#Leave guest feeling they can call upon you at any time for assistance.

#Always use guest name.

#Guests thanked for any gratuity received.

#Gratuities must not be solicited or demanded.

#Make eye contact and smile when speaking with guest.

#Verify room number and name match computer listing of guest.

# Deliver luggage to designated room:

1) Knock firmly on door and announce yourself.

2) Wait for a response.

3) Greet guest by name and state your purpose.

# Place luggage on luggage rack.

# Ask guest where to hang garment bags.

# Place all other luggage in sleeping area adjacent to rack in an organized manner.

# Offer to explain room features and offer to fill the ice bucket.

# Follow procedures for leaving the room.

# Return to your post in the lobby immediately.

#Deliver the correct luggage to the correct room.

#Deliver luggage within 5 minutes of check-in.

#Knock on doors with knuckles; do not use keys or other objects.

#Maintain eye contact and smile when speaking with guests.

#Guests greeted by name.

#Luggage placed in the room according to the guest's directions.

#Guests thanked for any gratuity received. Do not solicit or linger for a gratuity.

#Guests wished an enjoyable stay upon leaving the room.

TASK 22: Deliver Group Luggage

Procedure

# Establish estimated time of arrival.

# Obtain two arrival lists with room numbers.

# Have sufficient luggage tags/labels filled out with guest name and room number prior to group's arrival.

# Count all items prior to delivery and record number of pieces per room on arrival sheet.

# If room is not ready, place luggage in specified secure area (front of luggage room).

# Keep front area clear of luggage and place only in designated area.

# Place luggage only in requested area as specified by group contact.

# Deliver with help of rooming list and return any extra group luggage to supervisor or group contact.

Standard

#Group luggage delivery completed in a prompt, organized and accurate manner.

#Total number of pieces to be agreed upon with group's courier prior to arrival.

#Complete all preparations for a group's arrival 1 hours before estimated time of arrival.

#Enough luggage tags for all items.

#All items recorded properly on arrival sheet.

#No luggage left in front area, outside or unattended.

#No luggage left outside.

#Luggage placed and handled carefully.

#All group deliveries placed in assigned room only.

#Any unclaimed luggage returned to supervisor or group contact.

TASK 23: Room Changes

Procedure

# WHILE ROOMING GUEST:

1) Phone Front Desk from the guest room.

2) Explain the reason for a room change.

3) Determine what can be done to satisfy the guest.

4) If not possible, have guest speak with Front Office Supervisor.

5) Have Guest Relation Officer delivered new keycard.

6) Move guest with luggage to newly assigned room.

7) Hand over to Guest Relation Officer for moving guest.

# GUEST IN ROOM:

1) Receive assignment and get new room key from Front Desk.

2) Report to guest's current room number.

3) Assist guest in packing (if requested).

4) Double check that nothing was left behind in the original room.

5) Escort guest and take luggage to new room.

6) Make sure that guest is satisfied with new accommodation.

7) Receive old room key from guest and issue new room key.

# Bell staff provides assistance with room changes.

# Remain courteous and helpful throughout the room change.

# Move luggage only if guest is packed (or on hangers) or provide assistance (if requested).

# Make sure that nothing is left behind in original room.

# Make certain that guest is satisfied with new room assigned.

# Inform Front Desk of completion.

# Room changes for guests not in their room are done in the presence of a Security person or department supervisor.

8) completion of room change to Front Desk.

# GUEST NOT PRESENT: Follow steps above with two people (yourself and Security Officer or your Supervisor) present.

TASK 24: Check-Outs: Proceed To Room

Procedure

# Determine the correct room number, guest name and number of bags for the check-out.

# Decide if a cart will be necessary; if unsure, take a cart with you.

# Proceed to the assigned room.

# Always knock at least 3 times (using knuckles) and identify yourself by saying, "Good morning/afternoon/

evening, (guest name). This is (your name) of the Bell Service."

# If no answer, Front Desk from service phone to verify if assignment given was correct; follow up as necessary. Do not assume the assignment was handled by someone else.

# When guest allows you to enter room, ask guest if all luggage and personal items are accounted for.

# Look over the entire guest room to check for items that the guest may leave behind:

1) Sleeping area

2) Sitting area

3) Closets

4) Bathroom

5) Drawers in armoire/chest

#Make sure the room number and pieces of luggage are clearly understood to avoid any confusion.

#Do not use keys to knock on doors.

#Always use guest name.

#Speak clearly, without shouting.

#Make eye contact and smile.

#Guest room inspected to ensure that the guest's personal belongings are removed from the room.

TASK 25: Check-Outs: Escort Guest From Room

Procedure

# Walk with the guest and remain within speaking range.

# Inquire about the guest's stay.

# Show interest in guest by asking questions.

# If guest replies with any unsatisfactory experience, apologize immediately and take corrective action (if possible) before the guest departs. Notify manager, if necessary.

# Determine if guest has checked out of the hotel yet and if luggage needs to be stored.

# Determine where luggage is to be placed upon departure:

1) Guest vehicle

2) Taxi

3) Airport shuttle/bus

# Turn over luggage to Door Person and introduce guest to Door Person. Assist when necessary in loading luggage into vehicles.

# Thank guest for staying at the hotel, and invite him/her back.

#Encourage comments from guests on their stay and address any problems identified by the guest.

#All unsatisfactory comments or complaints reported to manager immediately.

#No guests are to leave the hotel dissatisfied.

#Maintain eye contact whenever speaking with guests.

#Ensure a smooth transition when transferring luggage.

#Remain with luggage until guest takes possession or it is transferred to Door Person/Driver.

#Show appreciation for the guest choosing to stay at the hotel

Standard

.

#Never solicit a gratuity.

# Do not linger if gratuity is not immediately offered. Thank guest for any gratuity received.

# Return to your posted position in the lobby and record your front status

TASK 26: Store Luggage

Procedure

# Should a guest want to store their luggage to be picked up later:

1) Fill out a luggage tag with:

a) guest name

b) check-in or check-out

c) your name

d) date & time

2) Attach luggage tag/sticker to each piece of luggage.

3) Mark total number of bags being stored on the master ticket.

4) Store luggage in luggage room.

5) Give the corresponding ticket stubs to guest.

6) Record in luggage room control book

6) Store luggage immediately after you receive possession.

# Do not place stickers on leather luggage.

# Secure luggage room at all times.

# Store valuable (i.e., cameras, computers) in luggage room.

Standard

#Luggage stored with tag securely attached.

#Guests given claim ticket stub for all luggage stored.

#Luggage stored neatly and carefully.

#No perishables to be stored.

#Luggage room must remain secured

TASK 27: Retrieve Stored Luggage

Procedure

# When a guest wants to pick up luggage that has been stored:

1) Ask guest for claim tickets.

2) Match guest claim ticket numbers to the numbers on luggage tag.

3) Ensure that all luggage is accounted for..

4) log out in luggage room control book

# If guest has lost the luggage claim ticket:

1) Ask guest to point out luggage.

2) Have guest present I.D. and sign for luggage.

3) Release luggage only upon supervisor's approval.

Standard

#Luggage tags must match identically to the claim tickets presented by the guest.

#Identification is required when a guest loses luggage claim tickets.

#Stored luggage returned to correct owner

TASK 28: Assist With Ground Transportation

Procedure

# Determine guest's ground transportation needs.

# Assist loading guest luggage when necessary.

# Always practice safe lifting techniques.

# Always have guest confirm that all luggage has been loaded.

# If a taxi is required, follow the procedure "order taxicab"

# Notify Bell Captain if an airport shuttle is required with guest's name and airline destination. Have guest reconfirm at Front Desk

# Thank guest for staying at the hotel and invite him/her back.

# Do not act as if you expect a gratuity.

# If a gratuity is received, always thank the guest.

#Determine transportation needs and assist guest in expediting the requested transportation mode.

#Only hotel approved ground transportation companies are recommended.

#Ensure no luggage is left behind or incorrectly loaded.

#Show appreciation for the guest's visit and concern for his/her well-being (i.e., "Have a safe flight.).

#Use guest's name.

#Always let guest know that you look forward to his/her return.

#Maintain eye contact, smile and positive body language.

#Do not solicit gratuities.

TASK 29: Order Taxicabs

Procedure

# Hail a taxicab when requested by guests:

1) Call Security Post and request taxicab.

2) If there is a line up of taxicabs, make sure the taxicab drivers follow the line-up.

# If guest has a preferred taxicab company, or no taxicabs are present, phone to request one for the guest.

# After hailing the taxicab or phoning the taxicab company, ask the guest for his/her destination.

# Open the taxicab door for the guest.

# Load luggage, if necessary.

# Thank the guest and invite them back.

# Inform the driver of the guest's destination.

# Close the taxicab door and return to your post.

# Log all taxicab departures with:

1) Taxicab number

2) Guest name

3) Departure time and destination

# Monitor taxicab behavior and report any problems to the Taxi Commission.

#Guests assisted promptly when requesting taxicabs.

#Unacceptable taxi driver behavior reported on the day of occurrence.

#All taxicabs are contacted and directed by the Door Person.

#Taxicabs must be used in order of line-up with the exception of special requests.

#All taxicab departures must be logged.

TASK 30: Group Check-Outs

Procedure

# Establish and verify departure times with Front Desk.

# Verify where the luggage is to go (i.e., tour bus or checked in storage).

# Secure accurate rooming list for departing group by room number.

# Pick up luggage on a timely basis, allowing sufficient time before scheduled departure.

# Record number of bags retrieved from each guest room on rooming list.

# If luggage is not fully packed and guest is not present:

1) Indicate on rooming list.

2) Inform supervisor after completion.

# Take luggage to storage or deliver directly to departure area according to instructions.

Standard

#All check-outs of groups are handled efficiently with great attention to detail to avoid misplacing guest luggage.

#Accurate and up-to-date rooming list used.

#Bags pulled 60 minutes before departure time.

#Group luggage to be left inside rooms for pick-up; not left in hallways.

#Group luggage covered with luggage net

TASK 31: Deliver Messages/Faxes/Telexes

Procedure

# Receive message/fax/telex in envelope from Front Desk.

# Verify guest name and room number with Front Desk prior to delivery.

# When delivering to guest room:

1) Observe all signs posted on guest's door.

2) Knock firmly and announce yourself.

3) Wait for a response.

4) Greet guest by name and state your purpose.

5) Hand envelope to guest.

# If guest does not answer, slip envelope under the guest room door.

# Follow any special instructions for delivering messages to guest rooms, banquet rooms or hospitality suites.

# Thank guest for any gratuity received. Do not linger if gratuity is not offered.

#Delivered within 5 minutes of notification.

#Delivered to the correct room.

#Assist guests by offering to deliver urgent messages to banquet rooms.

#Do not read the guest message.

#Do not bend, fold or mutilate the message.

TASK 32: General Deliveries

Procedure

# Deliver as requested:

1) Mail

2) Packages

3) Flowers

4) Newspapers

5) Sundry items upon request

6) Gift items

7) Others

# When guests request items from the gift shop, follow approved billing procedure (i.e., paid-out slips).

# Verify room number and guest name with Front Desk prior to delivery.

# When delivering items to guest rooms:

1) Observe all signs posted on guest's door.

2) Knock firmly and announce yourself.

3) Wait for a response.

4) Greet guest by name and state your purpose.

5) If appropriate, ask guest where to place delivery.

# If guest is not present, leave delivery in guest's room and log disposition of item on log sheet.

# Thank guest for any gratuity received. Do not linger if gratuity is not offered.

#All deliveries must be logged.

#Delivered to correct room/location.

#Delivered within 10 minutes of request.

#Guest made aware of who is knocking at their door.

#Guests greeted by name, with eye contact and smile.

#When requested, make deliveries during specified time frames.

TASK 33: Deliver Gift/Letter For Groups

Procedure

# Deliver at specified time.

# Deliver only to stated rooms and guests.

# Place only in requested area as specified by group contact person.

# Deliver with help of rooming list. Return list to supervisor upon completion.

Standard

#Gifts, letters or other items are to be delivered:

1)Within specified time

2)To specified rooms only

3)Placed in requested area of room only

#Any inquiries regarding delivery requests must be forwarded to the supervisor.

#All deliveries must be coordinated by the supervisor.

TASK 34: Shine Shoes

Procedure

# Receive assignment from supervisor.

# Proceed to designated floors and pick up all shoes.

# Tag all shoes with the correct room number.

# Take shoes to the designated area.

# Match shoe color with the corresponding shoe polish:

1) Use specified amount and apply polish carefully.

2) Polish with brush.

# Return the shoes to the correct room

Standard

#Shoes picked up from guest room within

10 minutes of guest's request.

#Shoes are returned to guest in good condition.

#Shoes returned to correct room within

30 minutes.

TASK 35: Maintain Luggage Room

Procedure

# Keep the luggage room presentable:

1) Check that all stored luggage has been properly tagged.

2) Ensure that all packages being stored are logged.

3) Verify that all packages are current. Notify supervisor of any unclaimed packages.

4) Place equipment in the designated areas with like items together.

5) Keep shoe shine supplies neatly stacked.

# Keep luggage room locked

Standard

#Luggage room must remain neatly organized at all times.

#Free of trash.

#All luggage and packages must be tagged properly.

#No perishables can be stored in the luggage closet.

#Floors are swept and free of debris.

#No eating, drinking or smoking is allowed in the luggage room.

TASK 36: Maintain Luggage Carts/Trucks

Procedure

# Check that all bell carts/trucks are cleaned and polished.

# Clean and polish with specified cleaner as scheduled.

# Oil wheels as necessary to prevent squeaks.

# Ensure that all carts operate properly. Take broken equipment out of inventory and report it to supervisor immediately.

# Always store carts in the designated areas to prevent safety hazards.

Standard

#Continuously inspect bell carts to ensure they are in good repair and presentable: 1)Free of smudges, stains, dust and tarnish.

2)Free of tears, rips, debris.

3)Bumpers are intact.

4)Wheels roll easily.

5)Wheels free of strings.

#Kept lined up neatly when not in use.

TASK 37: Maintain Lobby Areas

Procedure

# Make sure entrance is swept.

# Check the lobby areas and ensure the following:

1) Furniture is aligned.

2) Furniture and counters are free of trash and newspapers.

3) Ash urns are empty and contain clean sand.

4) All ashtrays are free of chips, butts and debris.

5) Hotel entrance is free of cigarette butts and trash.

6) Hotel signage is correct and appropriate.

7) Light bulbs are not missing or burnt out.

8) Bell carts are polished, clean and in good working order.

# Contact Housekeeping or Engineering for cleaning or repairs as needed

Standard

#All employees will continuously monitor and maintain the cleanliness of the lobby/hotel entrance.

#Housekeeping/Engineering contacted immediately to rectify any noted deficiencies to ensure that the hotel entrance and lobby areas are kept in good repair and clean

TASK 38: Locate Lost Luggage

Procedure

# If a guest reports luggage lost within the hotel to you, record:

1) Guest's name and room number.

2) Name on luggage and description of luggage.

3) If guest is part of a group.

4) Which Bell Person was involved, if applicable.

# Notify your supervisor and assure guest that the situation will be handled right away.

# Check luggage room, lobby, porte cachere, call sheet and rooming list.

# Advise Security or manager if luggage is not located after searching for it.

# Periodically advise guest of progress and final outcome.

Standard

#Guest given complete attention and assurance that situation will be resolved.

#Follow through until luggage is returned to guest.

#Take appropriate and timely action to recover lost luggage.

#Guest kept updated on status of situation

TASK 39: Open Vehicle/Property Doors

Procedure

# As a vehicle is approaching the front, be in motion so you may be at the stopped vehicle to open all doors for the passengers/driver to get out.

# Open doors on the right side of the vehicle first.

# Assist all ladies, elderly persons, disabled guests and children out of their vehicles.

# Provide assistance with steps or wheelchair access areas.

# Greet and welcome each guest with enthusiasm, and appropriate salutation

Standard

#The Door Person will open the hotel and vehicle doors promptly and graciously.

#Do not wait for cars to stop before approaching.

#Passengers and drivers assisted out of their vehicles.

#Always open the doors on the right side of the vehicle first.

#Maintain eye contact, smile and correct posture.

#Guests given positive first and last impression of the hotel.

TASK 40: Explain Parking Facilities

Procedure

# Determine if guest in arriving vehicle is:

1) Currently staying at the hotel

2) Checking into the hotel

3) Attending a meeting or banquet activity

4) Using dining facilities

# Advise guest of appropriate parking procedure involved for hotel guest/visitors.

# Inform guest of any detailed instructions on:

2) Self-parking

3) Short-term/long-term parking locations

5) Vehicle retrieval

6) Parking charges

Standard

#Parking status of guests determined and guests are properly advised on procedures and costs.

#Accurate information stated clearly to guests.

#No parking at drive way

TASK 41: Remove/Tag Luggage

Procedure

# Assist guest in removing luggage from the vehicle.

1) If necessary, use the car key to open the trunk of the vehicle.

2) Do not wait to be asked for assistance.

# Use proper safety techniques when lifting and removing luggage.

# When removing luggage from any vehicle, verify with guest that you have removed all luggage.

# Place the luggage together or onto a bell cart, as necessary. Count the pieces of luggage.

# Look for names on the luggage to properly address guest.

# Fill out luggage tags with:

1) Number of pieces

2) Guest name

3) Time

# Tie the master tag to the largest piece of luggage. Present claim stub to guest.

# Escort or direct guest to Front Desk check-in area.

# Carry/transport all luggage from the front door to front of luggage room.

# Assist guests with luggage removal from all vehicles promptly.

# All guest luggage must be verified with guest.

# No luggage left remaining in vehicles.

# Luggage counted accurately.

# Luggage tags filled out legibly with correct information.

# Luggage is not left unattended.

# Door Persons ensure the safety and safekeeping of guest's luggage.

# All luggage must be taken from the door to the bell area within 2 minutes.

# Bell Staff made aware of owners of the luggage.

TASK 42: Determine Exiting Guests Needs

Procedure

# Determine if a guest requires assistance with transportation as they exit the hotel:

1) Taxi or airport shuttle.

2) Vehicle brought to the front drive for departing guest.

3) Vehicle brought to the front drive for guest to obtain an item from the vehicle.

4) Hotel transportation requested.

# Arrange requested transportation or refer to the Front Desk.

# Ask guests if they require assistance with directions.

# If a gratuity is received, always thank the guest.

Standard

#Determine guest transportation needs and assist accordingly.

#Information recorded legibly and accurately.

#Guests offered additional assistance. Directions provided clearly and concisely.

#Only hotel approved ground transportation companies are recommended.

#Do not solicit gratuities.

TASK 43: Load Luggage Into Vehicle

Procedure

# Upon check-out, assist each guest with loading their luggage into vehicle.

# Use proper safety techniques to avoid injury. If luggage is too heavy, get assistance.

# Show respect for guest's luggage and belongings by handling with care.

# Load luggage in an orderly and organized manner, and arrange neatly.

# Verify with guest that all luggage is his/hers and is accounted for.

# Remove any hotel stickers or tags from the luggage.

Standard

#All departing guests must be assisted with the loading of luggage.

#Proper lifting techniques followed when handling luggage.

#Never lift luggage that is too heavy by yourself.

#All luggage ownership verified.

#Guest's luggage handled carefully to prevent any damages.

#No damage to guest's vehicle when loading luggage.

#No luggage is left behind.

TASK 44: Depart Guests

Procedure

# Inquire about guest's stay: "(Guest's name), how did you enjoy your stay with us?"

# If guest replies with any unsatisfactory experiences, follow resolving complaints procedures so corrective action or apologies can be made before the guest departs.

# Upon departure thank the guest for staying at the hotel and invite them back to the hotel, "Thank you (guest name) for staying with us at the Furama Resort. We hope to see you again. Goodbye."

Standard

#Any complaints or negative responses from guests are addressed immediately.

#All guests must be thanked and invited back.

#Maintain eye contact, smile and positive body language.

#Use guest name when known.

#Do not solicit gratuities.

TASK 45: Direct Traffic

Procedure

# Constantly monitor traffic and professionally direct traffic to ensure all vehicles are moving in an orderly fashion.

# Make sure all driveways and loading zones are clear and vehicles are not left in illegal parking spaces.

# Make sure engine of cars is turned off during loading

# Make sure all cars drive slowly and carefully on driveway and don't make noise

Standard

#All traffic in front of the hotel must be directed in an orderly fashion.

#All cabs and tour buses must remain in designated areas parked away from the front door, unless loading or unloading passengers.

#Cars are not parked or left standing in illegal spaces.

#Vehicles are not left unattended.

#Traffic must flow smoothly and efficiently.

#No driveways are blocked.

#No noise in driveway.

TASK 46: Maps And Directions

Procedure

# Establish from the guest the exact address of his/her destination.

# Always have a map of the city to explain directions and to hand out.

# Write out/highlight on map exact direction for guest and the hotel location.

# Provide guest a solid idea of mileage and the time it will take to get to their destination.

# Be thoroughly familiar with:

1) City streets

2) Major highways, freeway routes and entrances/exits

3) Major tourist/shopping/cultural district

4) Traffic peak hours and alternate routes

6) Local attractions

# Offer to give directions to return to the hotel.

#Directions will be detailed and informative so that the guest knows the most efficient route to his/her destination and does not get lost

TASK 47: Transportation Requests

Procedure

# If guests ask for the following methods of transportation, refer to Front Desk/Bellcaptain:

1) Airport shuttle

2) Limousine service (outside service)

3) Rental car

4) Hotel transportation

# Offer to reconfirm transportation arrangement for guest if designated department is busy.

# Point out pick up locations for shuttles and buses.

# Be aware of the arrival of cars/limousines for guests.

Standard

#Offer to reconfirm transportation arrangements for guest.

#Guest referred to designated area for all transportation requests with the exception of taxicabs and valet parking requirements.

TASK 48: Set-Up/Remove Flags

Procedure

# At 6 a.m., remove flag(s) from storage.

# Check cleanliness and condition of flag.

# Attach to flag pole(s) and raise flag to top of pole.

# Check all flags and flagpoles each time flags are raised or lowered. Report damages immediately to your supervisor.

# At 11 p.m., lower flag, remove it and neatly fold it.

# Return flag to storage area

Standard

#Flags must be flown at all times during daylight hours (weather permitting).

#Any defect in flag or flagpole to be reported immediately.

#Flag to be stored neatly when not in use.

#Flags checked throughout the day.

#Lower and remove flags at the first sign of inclement weather.

#Proper etiquette followed for raising, lowering and storing flags

The end

thank you.

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