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, guest’s 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.
.

"Do" Speak Clearly

Make sure that all your words are clear when you speak to the caller. Enunciate your words while
slightly smiling. Speak slowly; the person on the other end of the phone conversation needs to
understand you.

"Do" Greet Customers Appropriately

When you answer the phone, greet the customer according to the time of day (e.g., "good morning,"
"good afternoon," "good evening"). Thank the customer for calling in your initial greeting -- this invites
the customer to feel comfortable voicing a complaint or asking a question.

"Do" Ask How You Can Help

Ask the customer how you can be of service when greeting them. After listening to the customer's
reason for calling -- and you can't be of assistance -- attempt to transfer the consumer to the
appropriate department.

"Do" Listen to the Caller's Request

Listen carefully to the caller's request. Ask the customer applicable questions to determine how you
can help. Don't interrupt when the caller is speaking.

"Do" Ask to Place the Caller on Hold

Before you place a caller on hold, ask permission first. Once you've pressed the hold button, quickly
work to address the customer's problem as quickly as possible.

"Don't" Talk with Your Mouth Full

Don't pick up the phone with your mouth full. This makes it difficult for the caller to understand you --
and is frustrating-- especially if the call is urgent. Answering the phone at work while eating gives an
unprofessional impression.

"Don't" Speak too Loudly or Softly

Answer the phone in the volume that you normally speak. Speaking softly will make it challenging for
the caller to understand what you're saying. Talking softly may confuse the caller, unsure that he has
dialed the right number. Answering the phone too loudly sounds harsh and abrasive, which is an
unappealing to the caller.

"Don't" Leave the Caller on Hold

If you have to place the caller on hold, don't leave the person calling on hold for a long period of time.
Check back every few seconds to keep the caller informed on your progress.

"Don't" use Slang Words

Using slang or shortened words during phone conversation is inappropriate and unprofessional. For
instance, if you have to check on something for the customer, say "just a moment," not "hold on a
sec".
'Don't' Answer the Phone Casually
At home, answer the phone with "(family last name) residence"; greet the caller according to the time
of day. Instead of simply saying "hello" when answering a business phone, state the name of the
business or state the company's slogan immediately.