BELL DESK
STAFF ORGANISATION OF BELL DESK
LOBBY MANGER
SR BELL CAPTAIN
BELL CAPTAIN
BELL BOYS
TRAINEE
Bell
Desk
The bell desk is located very close to the main entrance of
the hotel. This section is headed by a bell captain, who leads a team of bell
boys and page boys.
•
Functions of bell desk :The bell desk is
responsible for the following tasks:
–
Handling guest luggage at the time of arrival
and departure
–
Escorting guests to their rooms on arrival.
–
Familiarizing guests about safety features and
in-room facilities.
–
Making sundry purchases for the guest.
–
At request keeps guest luggage in the left
luggage room
Equipment used in bell desk
1.
Computer.
2.
Telephone
3.
Luggage trolley
4.
Paging board
5.
first aid box
6.
Wheel chair
7.
Oxygen cylinder
8.
Stamp folder
9.
Franking machines
10.
Umbrella
11.
Postage weighing machine
12.
Date and time punching machine
Luggage handling procedure
At the time of arrival
1.
Guest is received in the main porch.
2.
Luggage is taken to the bell desk and tagged.
3.
Bell boys go to the reception with luggage while
guest is registering himself.
4.
Bell boys write room no’s, name on luggage tag.
5.
Guest is escorted to the room.
6.
Guest is familiarized with facilities and
fixtures in the room.
7.
Bell boys
come back to the counter and fill an errand card.
At the time of departure
1.
Bell boys goes to the room and discreetly checks
for any broken and missing item.
2.
Luggage is brought down and a luggage sticker is
posted on it.
3.
Departure errand card is prepared.
4.
After getting a clearance from the cashier, luggage
is loaded in the guest car.
5.
Bell boys will wish a happy journey to the
guest.
6.
Arrival and departure errand card are stapled
together and filed.
ERRAND CARD
Hotel Xyz Sno
_________
Date_________
Name of the
guest_________________________ Room
nos____
Expected date of departure______________
S no
|
Item
|
Quantity
|
Description
|
Remarks
________________________________________________________________________---____________________________________________________________________________________________________________________________________________________________--
Bell boy _________________________________________ Time_____________________
Scanty baggage
A guest who arrives at the front desk requesting for accommodation
and is carrying very little or no baggage is known as a scanty baggage guest. The
bell boy carrying the guest luggage should report the same at the front desk.
Procedure
1.
The bell boy should inform the front desk about
the scanty baggage.
2.
For registration formalities should be completed
as in the case of walk in guest.
3.
An advance payment for the entire duration of stay
may be asked from the guest.
4.
The office assistant should imprint the scanty baggage
stamp on the guest registration card.
5.
The front office assistant should prepare APC (all
payment Cash) slips and send to all POS (point of sale).
6.
The front office assistant should allot a room
and hand over the room keys to the guest. A bell should escort the guest to the
room.
Paging the guest
A guest needs to be paged or locate if he has left a
location form with the reception counter. Location form is in duplicate. One copy
is given to the reception and another to a telephone operator. A bell boy will
go to locate the guest carrying a paging board with guests name written on it
small bells are attached with a board to attract guest attention.
Location form
Name_________________ S
no _____________
Company______________ Room
no ______________ Date
_____________
Time_____________
I am expecting a visitor/Message/Parcel/Call. I will be at the location
till _________
Swimming pool Coffee shop Bar
lounge Lobby Health club Beauty parlor
Room no _____________
Please inform me
Guest Signature _____________
Left luggage card
Guest name_____________________________________________
Room no’s____________
No’s of pieces__________
Description ________________________________________________
Expected date of delivery______________
Bell boy’s signature____________________
Time ________
------------------------------------------------------------------------------------------------------------------------------------------
Guest name_____________________________________________
Room no’s____________
No’s of pieces__________
Description ________________________________________________
Expected date of delivery______________
Bell boy’s signature____________________
Time ________
1. Left Luggage Handling
2.
There are times when guests check out of their
rooms but would like to leave their luggage in the hotel and collect it later.
3.
The same facility may be extended to a guest who
would return to the hotel after a short visit to another city.
4.
The left luggage facility helps guests keep
their luggage in the hotel for a short time, even though they have settled
their bills and checked out of the rooms.
5.
Procedure for Left Luggage Handling
6.
Hotels
normally follow the following procedure while accepting the luggage to be
stored in the left luggage room:
i.
The
agent makes sure that the guest wishing to keep his luggage in the left luggage
room has cleared his bills.
ii.
The
luggage tag is filled and tied to each luggage.
iii.
The
details of the luggage are entered in the left luggage register
iv.
The
counterfoil of the luggage tag is torn and handed over to the guest. The guest
is required to present the same for the collection of his luggage.
v.
The
luggage is kept in the left luggage room.
7.
While
delivering the luggage to the guest, the following procedure is followed:
i.
The
front office agent requests the guest is to show the luggage tag counterfoil.
ii.
The front
office agent tallies the counterfoil with the tag attached to the baggage.
iii.
The
front office agent makes an entry in the left luggage register and requests the
guest to sign for the delivery of the luggage.
iv.
The
front office agent hands over the luggage to the guest.
Bell desk captain control sheet
This sheet is used
by the bell captain to monitor the movement of bell boys in a hotel.
Bell captain signature
_________ Shift from ______ to_________ S no __________ Date__________
S no
|
Bell boy name
|
Arrival
|
Departure
|
Room From
|
Transfer to
|
Other jobs
|
Outside jobs
|
Time out
|
Time in
|
Remarks
|
Left luggage
register
S no
|
Date
|
Name of guest
|
Room no
|
Left luggage card no
|
No of luggage pieces
|
Description
|
Bell boy signature
|
Date of delivery
|
Bell boy signature
|
Guest signature
|
remarks
|
