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STARTER KIT | Bellman

OPERATING PROCEDURES & STANDARDS

Department : Front Office Department
Section : Concierge and Guest Services
Responsible Staff: Bellman
Accountable Head: Head Concierge

Task 1: Prepare the hotel for the next day’s arrival
OPERATING PROCEDURES STANDARD(s)

1. Check the logbook for further endorsements from All special remarks in the profile pertaining to guest requests
the previous shift. and requirements should be thoroughly taken note of.

2. Check all arrival guest profile for the next three days.

3. Prepare notes of all relevant guest requirements and
special needs including but not limited to:
3.1 Parking requirements
3.2 Vehicle details
3.3 Expected time of arrival
3.4 Transportation arrangements
(Pick-up & Drop-Off)
3.5 Travel Itinerary arrangements if the
necessary.
3.6 In-house events

4. Coordinate special arrangements to specific
departments (If necessary)

5. Check the parking areas of the hotel and number of Vehicles are properly accommodated in designated areas.
vehicles that can be accommodated on a daily basis.

Task 2: Prepare for the daily expected guest arrivals
OPERATING PROCEDURES STANDARD(s)

1. Print arrival list and rooming list for the day. Perform double checking of arrival details of the guests and
ensure special arrangements have been coordinated and is
2. Ensure that welcome drinks and other welcome amenities available depending on the details provided by the guest.
are available.

3. Ensure that shuttle and/or any transportation requests are
on schedule and being facilitated.

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