11.Take leave of the guest and ask if everything is ok.
As the last gesture, show willingness to be of further help and bid a
guest a pleasant and enjoyable stay
“Is everything satisfactory Mr. Jones? Is there anything else I can do for you?”
“Please call us should you need further assistance”.
“I hope you’ll enjoy your stay in our hotel”.
12. Inform the Bell Captain or the Front Office Manager of unusual behavior of the guest or condition of the luggage. Call
the attention of the Housekeeping Supervisor upon noticing any defect in the room.
13. Record the check-in on the Bellman Control Sheet, indicating there in the name of the bellman, the number of
luggage and the room number.
CHECK-OUT PROCEDURES
1. Once called to assist in guest check-out, fill up the check-out slip and indicate there in the room number,
number of the items to be picked up and your name;
2. Proceed to the guest room and remind the guest to double-check the drawers, closet and bathroom to make
sure that nothing is left behind;
3. Bring the guest to the Desk clerk/Front cashier for bill settlement or to secure clearance but be on standby until
the guest is ready to be assisted in the vehicle;
4. Ask the desk clerk to check if the key has been returned before she signs on the check-out slip;
5. If the key has not been returned, ask the guest to return it;
6. Proceed to the cashier for his signature on the check-out slip. If the guest account is not yet settled but the
baggage is sorted, the check-out slip together with a note stating (please check with the Front Office Cashier), is
attached to the storage baggage. The baggage shall not be taken out of the hotel unless the account is paid in
full by the guest and the ashier has signed on the check-out slip;
7.
8. Before loading the luggage of the guest to any vehicle, ask first if the luggage is complete, then load each
luggage to the cab and wish the guest a pleasant trip;
9. Times stamps the check-out slips and surrenders it to the Front Desk after the service.
ROOM TRANSFER
1. Upon receipt of the room change notice form from the desk clerk, record the room change in the Bellman‟s
Control sheet, indicating there in the room number of the original room of the guest;
2. Pick-up the key of the new room and then proceed to where the guest is waiting to be moved. Bring a cart if
there are several items to be transferred;
3. All luggage of the guest‟s shall be loaded to the bellman‟s cart making sure that nothing is overlooked or left
behind. Then accompany the guest to his assigned room after taking the key of the former room;
4. After unloading and arranging the guest‟s belongings in their proper places, have them checked by the guest for
completeness and leave the room only after making sure that the connecting doors are closed and the room is in
good order;
5. The front desk shall advise the Telephone Exchange of the new room number;
6. Enter in the Bellman‟s Control sheet the new room number of the guest. pride in the product that we have done
well.
Message Delivery
1. Get the message (duplicate copies) from the Front Desk;
2. Knock or activate the doorbell and announce “Bell Service”. Then endorse the message to the guest if he is in
the room. If a cable or package will be delivered, the guest will be requested to acknowledge receipt of the
items by signing in the duplicate copy and/or package or cable logbook;
Delivery of Guests’ Mail and Packages
1. Mail and packages for guests are usually received at the Front desk. But in some hotels, the Bell Station is
allowed to receive the guest mails and packages. Mails should be time-stamped at point of receipt.
2. If the mail or package has a defect, this must be recorded at the time of receipt.
3. Receiving packages should be handled with caution. Using the prescribed form, record the name of the sender
and his contact number, description of the items and the name of the messenger who delivers it. Have the item
checked by the security office for them to check if it contains dangerous material (like bomb) inside.
4. Mails are to be delivered to the guest by the bellman.
5. When the bellboy delivers the mail, he should bring with him the logbook for the guest to sign as
acknowledgment that he has received his mail.
6. When the guest is not in his room, the bellboy is asked to slip a message to the guest room (usually under the
door) informing him of a mail that he can claim at the Front desk.
7. If the guest has checked out, or mail is not picked up within ten (10) days, the mail shall be sent to the
forwarding address left by the guest. Mail shall be returned to the Post office if a forwarding address is not
known.
8. Some guests attending special functions or meetings expect some materials for presentation. They expect these
materials to be delivered to the hotel. The front office personnel must make sure these items, once received are
delivered quickly and efficiently to the concerned guests.
Storage of Luggage
1. Tag each item with a baggage Claim Check.
2. Inspect all items for storage as to their condition before accepting them. Indicate if the item is breakable and
store them safely in cabinets.
3. Store luggage in the luggage room making sure that the smaller, lighter ones are on top of the heavier ones.
4. The bellboy/bell captain shall:
o Fill the baggage claim check completely making sure that the item has been properly and clearly
described in the baggage Claim Check;
o Indicate also the identifying features such as color, size, shape, and other leading characteristics. Specify
the noted defect on the item prior to receipt.
o Timestamp the Baggage Claim check.
o Ask the owner to read the conditions stated at the back of the Baggage claim form and have him/her
sign.
5. Before storing the item:
o Attach the baggage claim check to the item to be stored;
o Detach the claim check portion;
o Leave the luggage tag portion attached to the item;
o Time stamp the claim check portion;
o Hand the Claim Check portion to the guest.
6. The bellboy/bell captain shall enter the item in the Packages Storage record.
7. The bellboy/bell captain shall deposit the item in the luggage room.
