Page 45 - STARTER KIT BELLMAN 2017v

STARTER KIT | Bellman

Task 8: Adhere to hotel’s policies and procedures for luggage handling
OPERATING PROCEDURES STANDARD(s)

1. “Welcome to (The Company”, I am bellman for
today, my name is (your name) and I will be
assisting you in your luggage.

2. Bring out guest luggage from the trunk, count and
check if there have damages then confirm to guest
if guest luggage is correct, then secure in one Luggage are safely loaded to luggage cart.
place.

3. Escort the guest to GSA counter for registration. Luggage are all accounted for and validated with the guest

4. Load guest luggage to trolley at near the eyesight
of the guest and validate total number of guest Put luggage tags, write down accurate guest name and room
luggage number if for safekeeping in the luggage room. If for newly
arriving guest, bring the luggage up to the guest room.

If you are bringing up the luggage along with the guest
(owner), you open the door for the guest, let them come in the

5. Deliver luggage in the guest room. room first, then bring inside the room all luggage.

Ensure that all luggage is placed in the living area where guest
can easily see. Before leaving the room, confirm with the guest
the number of luggage and ask if they still need anything else
before leaving the guests.

Should you be delivering luggage in the room (the guests are
in their room already) Ensure correct room number where the
luggage should be delivered. Ring the doorbell and say “Bell
Service, luggage delivery” until the guest opened the door.
Place the luggage in the living area and validate number of
luggage, ask if there is anything else that the guest would
need from you, before leaving the guest room.

Task 9: Room-in guests
OPERATING PROCEDURES STANDARD(s)

1. Lead and escort guests into their room. Allow guests to walk ahead by extending open palm to show
direction.

Allow the guest to enter the elevator before you enter, and
you will press the number of floor where the room is located.

Establish rapport by explaining hotel facilities and/or asking
2. While in the hallways and in elevator, establish for their plan of activities. The bellman shall also discuss
rapport with the guests. emergency exits in the floors.

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