Handling Guest

Luggage
Group 4 - 9 FOS
Table of Contents
1. Guest Services/ Uniformed Services
Door Attendant - Responsibilities
Bellman - Basic Function and Responsibilities

2. Routine of Guest Service

3. Luggage Storage Room
Security and Safety
 Guest Services /
Uniformed Services
The guest service department or uniformed staff is headed by a
guest services manager who may also happen to be the bell captain.
The staff consists of door attendants, bell persons and the
concierge - although in some hotels the concierge reports directly
to the front office manager. People in these positions usually
receive gratuities or tips from guests for their services.
 Door Attendants,
Doorman or Door Person

Door attendants are the hotel's unofficial greeters. Because they

have so much guest contact, they need a pleasant, outgoing
personality.
 Responsibilities of
Door Attendants
• Greet guests at the hotel front door
• Assist in opening / closing automobile doors
• Remove luggage from the trunk
• Hailing taxis
• Keeping the hotel entrance clear of vehicles
•Give guests information about the hotel and the local area in a
courteous and friendly way
 Bellman or Bellperson
BASIC FUNCTION:

• Handles guest's luggage and

• Escorts guests to their rooms
• Provide information on hotel services and room amenities
• Maintains the guest luggage storage area
 Responsibilities of a
Bellman/ Bellperson
• Escort guests to elevators and delivers luggage via service elevator
• Place luggage in guestroom
• Explain room features to guests, offers ice, and asks if pressing is
required
• Explain hotel services and food and beverage outlets
• Transfer guest's luggage when room change is required
• For checkouts, remove luggage from guestroom via service
elevator
• Assist concierge staff as needed
• Remain at lobby post when not otherwise occupied
• Relieve door attendant during meal breaks
• Deliver guest messages on an hourly schedule
• Deliver packages, mail, and flowers to guestrooms
• Look after flags as instructed by supervisor
• Enter every service provided in a logbook
• Perform other duties as assigned by concierge
 Routine of A
Guest Service
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?"
· Help the guest to get out of the taxi (if needed).
· Take the luggage from the trunk (ensure with the guest that nothing
is missing).
· 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 storeroom on
the designated arrival shelve and update the Daily luggage register or
logbook 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 asks 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 logbook.
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 must 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 must 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 and 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 logbook and on errand card
each luggage handling done (Arrival, Departure, Stored)
etc.
tNx P0u3h!!!