SOP Bell Desk Guest luggage handling

procedure
SOP Number: FO 31
Department: Front office Bell Desk
Date Issued: 07-Aug-2014
Time to Train: 30 Minutes
On Guest arrival:
As soon as a taxi (or any other transportation) stops in front of the hotel / porch,
Bell Personal or Door man should open the passenger door.
Greet the guest: "Welcome to [Your hotel name], I am [your name] do you need
some help with your luggage?"
o Help the guest to get out of the taxi (if needed).
o Take the luggage from the trunk (ensure with the guest that nothing is
missing).
o Ask for guest name: "May I have your name Sir / Madam?"
Tag the luggage.
Escort or guide the guest to the reception area or to the reception floor.
Inform the guest that you will be taking care of their luggage.
If the reception is located on another area or floor then, Check the PMS and find
out what room has been allocated to the guest.
Write down the room number on to the luggage tag.
Check with the FO team if the check-in formality is completed.
If the room is ready then place the luggage on the luggage rack in the room.
If the room is not ready, then store the luggage in the store room on the
designated arrival shelve and update the Daily luggage register or log book with
the details.
Escort the guest to the room if required and send the luggage by the staff
elevator only.
On Guest Departure:
 Collect the luggage from the guest room.
Try to have a casual conversation with the guest on the way down: "Mr / Ms.
[Guest Name] I hope you enjoyed your stay with us. Would you need a taxi to
airport?"
If the guest ask the luggage to be stored, tag the luggage accordingly (guest
name, room number, date and time of collection) and get the guest signature on
the - Long term luggage request form.
Store the luggage on the designated departure area.
If the guest is leaving the Hotel immediately after completing the check-out
procedure, then bring the luggage to portico.
If taxi is waiting then load the luggage to the taxi and request the guest to verify
the loaded luggage.
Update the departure luggage movement on the Daily Luggage movement
register or log book.
Luggage Storage Room:
Luggage room should be always organized and neat.
The luggage room is divided in 3 areas, arrival, departure, long term storage.
Each luggage has to be tagged using luggage tag (Sl no, Guest name, date,
room no, guests signature and time of collection).
A phone number or email address must be on the long term storage luggage
form.
Long term luggage storage register has to be completed and signed by the
guest.
Following questions need to be asked while keeping in Items for long storage:
a) Fragile Items
Ask the guest if there are any fragile items in their suitcase,
If yes, mark Fragile on the luggage tag.
b) Perishable
For items who need to be kept cool (medication, food) check with Food and
beverage kitchen.
Record where the items are stored in the luggage register.
 For long term luggage storage ensure with the guest that there are no perishable
items inside the luggage.
Security & Safety
Always keep the luggage room closed and dry.
Do not leave guests alone in the luggage room.
Remind the guest to keep their valuable item with them (Jewellery, phone, wallet,
camera, Ipad etc.)
Log down in the bell desk log book and also on errand card each luggage
handling done (Arrival, Departure, Stored) etc.

Bell desk procedure

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BELL DESK PROCEDURE

Bell Desk is the first place who meet and greet the guest and help the guest by
carrying the luggages.

GUEST ARRIVAL PROCEDURE

Step 1: When a guest arrives, the doorman buzzes the Bell captains desk for a bell boy.

Seep 2: The Bell Captain will initiate the Arrival Errand Card by giving the bell boy (who
is attending to the guest) an identity number.

Step 3: The Bell Boy wishes the guest/s and unloads the baggage from the transport.
He brings the baggage via the baggage entrance beside the main door He places the
baggage at the bell desk and awaits instructions from the receptionist to move the
baggage to the guest room. Hotels may have tags to identify baggage.

Step 4: The Bell Boy will inform the receptionist or Lobby Manager in case a guest has
scanty baggage. Hotels have a separate policy for guests with scanty baggage.
Step 5: The receptionist will confirm to the bell boy that the guest has been registered
into the hotel by signing the arrival errand card and gives the name and room number
of the guest. The receptionist will also hand the allotted room key to the Bell Boy.

Step 6: The Bell Boy will bring to the attention to the guest any pre-damage to the
baggage to absolve the hotel responsibility for it.

Step 7: Lead the guest to his/her room with the baggage. Some hotels will have
separate baggage elevators in which case the guest is given the direction to the room
and the Bell Boy follows in the baggage elevator.

Step 8: The Bell Boy will open the door and let the guest enter the room first.He follows
and places the baggage on the luggage rack provided in each room.He leaves the
room key on the dresser or allotted place at the entrance in modern hotels.

Step 9: The Bell Boy explains the following features in the room:

The console from where room lights are operated

The television controls and how to operate it
Internal locking system
Mini-bar operation
Telephone controls include messaging facility
Internet connection points
Display of fire-exit rules
Safety locker (if provided in the room) and how to operate it
Air-conditioning/heating thermostat and how to operate it

Step 10: Wish the guest a pleasant stay and leave. Though it is an international practice
to give tips, Bell Boys should not solicit it.

Step11: Return to the bell desk and complete the baggage information on the arrival
card and surrender it to the bell captain.

Learn more about guest check in and check out process here

ARRIVAL ERRAND CARD

BELL BOY NO: DATE: TIME:

ROOM NO:

GUEST NAME:

BAGGAGE TYPE & NO:

OTHER PACKETS REMARKS:

HANDBAG
BRIEF CASE
 SUITCASE
GUEST DEPARTURE PROCEDURE

Step 1: A guest calls the bell desk about his intention to check-out. The Bell Captain
asks the guest the number of baggage he/she has to send the right number of bell boys.
The Bell Captain initiates the Departure Errand Card writing the date, time, guest name,
room number and the number of baggage. He allots a Bell Boy/s and writes his identity
number on the card.

DEPARTURE ERRAND CARD

BELL BOY NO: DATE: TIME: AM/Mg

ROOM NO: GUEST NAME:

BAGGAGE TYPE & NO:

SUITCASE

BRIEF CASE

HANDBAG

OTHER PACKETS
REMARKS:

Step 2:The Bell Captain deposits the Departure Errand Card with the Front Cashier who
gets the cue that since a check-out is taking place he has to prepare the billing
formalities.

Step 3.The Bell Boy in the meantime proceeds to the guest room and knocks on the
door announcing his name in. He may repeat the knock after 30 seconds if there is no
response, announcing himself again.

Step 4.Upon entering the room the Bell Boy wishes the guest the time of the day.He
then proceeds to search the room and bathroom for guest belongings.
Step 5. He looks around the room for any damage to hotel property or anything missing.

If there is any default, he reports the same to the Lobby Manager or Bell Captain.

Step 6.He takes custody of the room key and also takes the baggage out of the room.

Step 7.He switches off the air conditioning/heating and room lights and shuts and locks
the door.

Step 8. The Bell Boy then leads the guest to the elevator or informs him (the guest) to
meet him in the lobby in case a baggage elevator has to be used.

Step 9. The Bell Boy places the baggage at the bell desk. He hands over the room key to
the cashier and awaits confirmation from him/ her that the billing formalities have been
completed. In the meantime, he attaches the hotel baggage tags or any publicity
stickers of the hotel onto the baggage.

Step 10.The cashier signs the Departure Errand Card and hands it to the Bell Boy as a
cue to remove the guest baggage. The Bell Boy deposits the errand card with the Bell
Captain and proceeds to remove the guest baggage using the baggage door to the
front porch.

Step 11.He will proceed to load the baggage onto the transport. He wishes the guest
a pleasant trip and returns to the bell desk for the next assignment

PAGING

Paging refers to a system of locating guests within the hotel presincts.The bell desk has
a mini board with bells on a long handle.The guests name and /or room number is
written on the board.When a guest has to be paged,the bell boy pages the guest by
holding the board aloft around the lobby,coffee shop or swimming pool,ringing the bell
to draw the attention of all guests.The guest concerned identifies himself.Paging is
necessary when guests receives phone calls in the house phone or need to be identified
by a visitor or the hotel requires passing on an urgent message.Modern hotels have
public address system and paging can be done on the P.A.system.
CONVERSATION PORTER : ESCORT GUEST TO THE ROOM
THE CONVERTATION BETWEEN A BELLBOY AND GUEST
*Handle the guest check in*
Bellboy : Om Swastyastu, Good Morning Madam, Welcome to Edotel
Hotel Denpasar. Main your head please.
Guest : Thank you ..
Bellboy : How are you today Madam?
Guest : Good.. Thank you.
Bellboy : Well May I assist you Madam? Do you have any luggage?
Guest : Yes.. in baggage..
(Bellboy take the guest luggage from the baggage).
Bellboy : Excuse me Madam. You have 2 pieces of luggage, 1 suitcase
and 1 hand bag. Is that correct Madam?
Guest : Yes thats right.
Bellboy : Would you like to follow me to Front Desk?
Guest : Of Course.
Bellboy : Just come this way, Madam.
Guest : Thank you
At the Front Desk Counter, guest will do a registration. Bellboy will take care of
the guest luggage suck as put a luggage tag and check the luggage condition.
After registered, Front Desk Agent will call a bell boy to escort the guest to the
room.

Reception : Bellboy please

Bellboy : Yes I am
The bellboy will come to reception and get close to the guest.
Bellboy : Good morning Miss. Leony. Are you ready to go to the room?
Guest : Yes I am.
Bellboy : May I borrow your room key, Miss Leony?
Guest : Oh sure...
Bellboy : Certainly Miss. Leony, your room located on the ground floor.
Follow me please
Guest : Sure
When escort the guest, the bellboy explain about general information about hotel
and facilities. In this moment, the bellboy try to promotion the hotels product.
Bellboy : Excuse me Miss. Leony. For your information, our restaurant
is located on the first floor next to the Pool Bar. It is open start from 07.30
23.00. We serve a buffet breakfast from 07.30 AM 11.00 AM, lunch and dinner.
We have a gym as well. The gym located on the ground floor behind the lobby
and business centre also in the same floor, beside the gym. If you want to do a
fitness, you will able to use our gym free of charge from 06.00 18.00.
Guest : Lovely

*In front of the room, bellboy will explain about the room view*
Bellboy : Well Miss. Leony, This is your room, Jempiring 1. The room
will be facing to the garden with Frangipani flower. And here is your private
balcony and please enjoy your refreshing time at the balcony.
Guest : Alright.
Bellboy : Before you entire the room, would you mind if I open the door
and check your room first?
Guest : No problem

Bell boy knock the door and open it. Bellboy get in the room, turn on the light,
and open the curtain.

Bellboy : Well Miss Leony. Your room is ready. After you please
Guest : Thank you.

Bellboy take the luggage and put in the luggage rack

Bellboy : Excuse me Miss Leony, May I explain your room facilities

now?
Guest : Yes please.
Bellboy : Alright We start from the corner first, this is your telephone.
If you want to do a local and international call please dial your destination
number with area or country number first, and following by your destination
number. If you want a operator service please dial 0, dial 1 for calling room
service, dial 2 for calling front desk and housekeeping and laundry service please
dial number 3.
Guest : Alright
Bellboy : Well, this your television Miss. Leony. It has 99 channel. If
you want to know about your bill please choose channel 1, if you want to know
about Hotel facilities you could choose channel 2. For a local and international
channel please find it on the channel list.
Guest : Great
Bellboy : This is your refrigerator and mini bar. We serve a soft drink,
beer and milk with the mini bar price list. If you want to keep your snack, you also
could use your refrigerator.
Guest : Ok..
Bellboy : Well, this is your wardrobe. Please hanging your cloth with
the hanger. This is a laundry bag. If you have dirty clothes and you want to
laundry in our hotel please put your dirty clothes in the laundry bag and put in
front of your room. Our Vale will be collect your laundry before 10 AM. Please
dont forget to sign the laundry price list.
There is a safety deposit box as well. Please keep your
valuable things in the safety deposit box with 3 digits of secret number or
character.
Guest : Alright
Bellboy : This is your luggage rack. Please put your luggage over here.
And this is your dressing table. If you have a beauty case or hand bag, please
put on the dressing table. There is a drawer as well include the hotel stationary.
This is free of charges for you, Miss Leony.
Guest : Lovely
Bellboy : Now.. we move to your bath room Miss. Leony. This is your
shower, you have cold and hot water. If you want hot water please press the red
button and for cold water please press the blue one. This is your toilet bowl. For
flashing, you just press the flashing button on the toilet bowl
Guest : Sure
Bellboy : This is your Bath tub, Miss Leony. You could enjoy the hot or
cold water. The operation is same with your shower. Red button for hot water and
blue button for cold water. You are able to do a private massage as well Miss.
Leony. Please find out the aroma therapy in our drugs store beside the lobby.
Guest : Fantastic
Bellboy : This is your washbasin. Please wash your hand or face with
the guest amenities. Our room attendant will change or refill your amenities
every day.
Guest : Good
Bellboy : Thats all about the bath room. Please follow me Miss Leony.
Guest : Sure
Bellboy : This is your Kitchen net Miss. Leony. If you want to prepare
your breakfast or meal, you are able to use your kitchen net. And for enjoy your
breakfast, you could do it in your dining room.
Guest : Ok
Bellboy : Thats all about the room facilities that I could explain to you.
This is your room key and guest card.
Guest : Alright
Bellboy : Is the anything else, Miss Leony?
Guest : No thanks.. all is clear.
Bellboy : Alright Miss. Leony. If you need any further assistance, dont
be hesitate to call us by dial number 2. I hope you have a pleasant stay with us
Miss Leony.
Guest : Thank you so much this is for you..
Bellboy : Thank you so much Miss. Leony. Have a nice day, good
bye

Guest : Bye