Front Office Services (FOS)

LOAD AND
TRANSPORT
LUGGAGE AND
OTHER ARTICLES
GROUP 2
Who handles the guest luggage?
Who handles the guest luggage?

BELL DESK
ASSOCIATE
BELL DESK
ASSOCIATE
welcomes the guest,
carries the guest's
luggage to the allotted
room, and delivers
mails, parcels, or
messages to guests if
required.
BELL DESK
ASSOCIATE

The formal term for a

hotel baggage carrier
is often “bellman“.
 BELLMAN’S CART
The carts used by bellhops
and bellmen to transport
luggage are known as
“luggage carts” or
“bellman’s carts”. These
carts allow them to
seamlessly move multiple
suitcases and bags in one
trip.
 LUGGAGE
STORAGE ROOM
is a room in a hotel
where people can leave
their baggage in order to
collect it later.
DAILY LUGGAGE MOVEMENT
REGISTER
is used to track the
baggage movement in
the hotel lobby or front
desk.
Additionally, the
completed sheet helps
the bell captain to
ascertain the workload
of the bell boys, and he
would be able to plan and
distribute the workload
evenly.
LONG TERM LUGGAGE
STORAGE FORM

Enable the guest luggage(s) to be kept in

storage.

NOTE: The luggage forms are filed on a

daily basis and on the date when the
luggage is collected back by the guest or
his representative those details are updated
and signed off by guest and the staff who
had handed over the luggage.
ROUTINE OF
A BELLMAN
ARRIVAL OF GUEST:
1. As soon as a taxi stops in front of the
hotel, the bellman opens the passenger
door.
2. Greets the guest and ask if they need
assistance.
3. Help guest get out of the taxi. (If needed)
4. Ask for the guest’s name.
5. Tag the luggage.
ARRIVAL OF GUEST:
6. Guide the guest to the reception area
7. Inform the guest that you will be taking care
of their luggage.
8. Check PMS and locate what room.
9. Write down the room number to the
luggage tag.
10. Check FO team if the check-in formality is
complete.
ARRIVAL OF GUEST:
11. If the room is ready, place the luggage rack
in the room.
12. If the room is not ready, store the luggage
in the store room on the designated arrival
shelve and update the Daily luggage
register or log book with the details.
13. Escort the guest to the room if required
and send the luggage by the staff elevator.
DEPARTURE OF GUEST:
1. Collect the luggage from the guest room.
2. Try to have a casual conversation.
3. 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’s signature on the - long
term luggage request form.
4. Store the luggage on the designated
departure area
DEPARTURE OF GUEST:
5. If the guest is leaving the hotel immediately
after completing the check-out procedure,
then bring the luggage to portico.
6. If taxi is waiting then load the luggage to
the taxi and request the guest to verify the
loaded luggage.
7. Update the departure luggage movement
on the Daily Luggage movement register or
log book.
LUGGAGE
STORAGE
ROOM
1 Luggage room should always be organize and neat.

2 Divided into 3 areas: ARRIVAL / DEPARTURE / LONG TERM STORAGE

3 Each luggage should be tagged using luggage tag.

4 A phone number or email must be on the long term storage form.

5 Long term storage form 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 suitcases, if yes then mark “FRAGILE” on the
6
luggage tag.
b.) Perishable
For items who need to be kept cool (ex. food, medicine...) check with food and beverage kitchen.
7 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
8
luggage.

9 Security and safety

10 Always keep the luggage room closed and dry.

11 Do not leave guests alone in the luggage room.

12 Remind the guest to keep their valuable item with them (Jewelry, phone, wallet...)

Log down in the bell desk log book and also on errand card each luggage handline done (Arrival,
13
Departure, Stored) etc.
 HOW TO
HANDLE
LUGGAGES
1 2 3 4 5 6
 HANDLE LUGGAGE AND OTHER ARTICLES
1 WITH CARE, ENSURING THE SAFETY OF
BOTH THE ITEMS AND THE HANDLER.
2 3 4 5 6
 PLACE HEAVIER OR LARGER ITEMS AT
THE BOTTOM OF THE LUGGAGE CART,
2
CAR TRUNK, OR COURTESY VAN TO
MAINTAIN STABILITY DURING TRANSPORT
3 4 5 6
 HANG SOFT GARMENT BAGS FROM
LUGGAGE CART BARS OR PLACE THEM
3
ON TOP OF OTHER LUGGAGE TO PREVENT
WRINKLES OR DAMAGE.
4 5 6
 PLACE FRAGILE ITEMS BETWEEN BAGS
4 AND AVOID PLACING OTHER ITEMS ON
TOP TO PREVENT DAMAGE.
5 6
 PUSH HEAVY LUGGAGE CARTS INSTEAD
5 OF PULLING THEM FOR BETTER CONTROL
AND STABILITY.
6
 MOVE SLOWLY, ESPECIALLY AROUND
6 CORNERS, TO PREVENT ITEMS FROM
SHIFTING AND FALLING OFF.
 THANK YOU
FOR PLAYING!
We hope you enjoyed our lessons!
- Group 2