Front Office Lesson 10
PROVIDING CONCIERGE AND BELL SERVICES
HANDLING GUEST ARRIVALS AND DEPARTURES
By following the steps below, you will be able to handle guest arrivals and departures
effectively:
1. Review expected daily arrivals and departures and requests for major guest
movements. Check expected arrivals against actual arrivals.
2. Welcome guests promptly on arrival and directed to the appropriate area for
registration. Porters will welcome guests warmly during arrival and will assist them
out of the car. They will collect their luggage, check the number and type of items
and direct them to reception area for check in.
3. Assists guest with luggage. Established procedures and safety requirements may
include:
o Luggage marking and tagging systems.
o Carrying capacities of trolleys.
o Designated routes for moving luggage through public areas.
o Restrictions on areas which luggage can be taken.
o Order in which luggage is to be moved.
o Safety standards for lifting heavy items.
o Safe manual handling of luggage from vehicles and handling fragile items.
o Procedure for taking luggage from rooms
o Placement of luggage within rooms.
o Group luggage procedures.
o Handling protocols for dealing with group arrivals and departments.
4. Escorts guests to rooms and explain/show the establishment/room features. Porters
will lead the way and ensure that guests are going in the right direction. However,
porter should allow the guest to set the walking pace. Then, the porter has an
opportunity to sell hotel features and mention in- house facilities. Establishment or
room features are:
o Dining options within the establishment
o Sporting facilities
o Business center
o Floor facilities
o Operating procedures for room equipment such as phone, internet or TV
o General services such as laundry, valet
o Meal arrangements
ROOMING THE GUEST
There are special procedures for rooming a guest from front desk to guest room.
Greeting at the elevator: The front office staff should handover the room key to the bell
person. as a bell person, you should address the guest and welcome him to the hotel. Show
the way to the elevator; offer to carry guest's coat or luggage as you escort him/her.
It is also your opportunity to advise the guest of the venue's emergency evacuation
procedure, answer any questions the guest may have.
Once you arrive the room location, explain how to use the key, mention which direction to
turn. Make sure to check first the room if it is ready for occupancy. To ensure that the room
is ready for occupancy, knock three times, you may say: "entering the room". Then, slightly
open the door for about 3 and 1/2 inches, and do a visual check before you allow the guest
to enter the room and follow with the luggage.
Present the room facilities and features to the guest. The flow of your presentation should
depend on the orientation of the door. Briefly explain the operation of air conditioning or
temperature control, access to the internet, guest messages, telephone and curtains and
window features. Point out also the location of the compendium and other hotel
information and explain the mini bar procedure.
HANDLING GUEST LUGGAGE
1. Deliver the luggage safely to the correct location. All luggage should be handled carefully
it may contain breakable or fragile items.
2. Operate the luggage storage system correctly.
3. Mark or tag accurately the luggage. On arrival, a porter may tag luggage with a hotel tag.
The tag will indicate:
Number of items/pieces
Guest name
Group name (if appropriate)
Room number
Expected date of departure
Type of luggage
4. Place the luggage within the storage system.
The porter must be aware of some basic occupational safety health issues regarding
handling luggage:
Test the weight of bags before lifting - give them a test lift.
Adopt the correct posture for lifting.
Keep the back straight.
Bend the knees.
Lift the luggage.
To lift easily and effectively a heavy luggage, use an approved trolley. The heaviest bags
should be placed on the bottom and the lighter ones near the top, if more than one item is
to be placed on the trolley.
RESPONDING TO REQUEST FOR CONCIERGE SERVICES
1. Provide concierge. Concierge services may include:
Mail - when mail is received for a guest a porter needs to:
o Check that the guest is registered or if a departed guest that the hotel has
a forwarding address.
o Record the date and time it was received, if it is had to be signed for
which staff member signed for the amil. Also record name of guest, type
of mail item such as letter, postcard, parcel etc.
Messages - all hard copy messages or requests for hard copy messages whether
they are phone messages, internet, email or faxes, will be delivered to the guest
by concierge or porter.
Organization of transport - a variety of transportation may be arranged for a
guest. This may include:
o Courtesy bus
o Hire car
o Limousine
o Taxi
o Helicopter
Luggage pick up - guests normally contact concierge by phone when they want
their luggage picked up. When speaking to the guest, porters should esquire:
o How much luggage there is and the type of luggage.
o Where is the luggage?
o What time is the guest due to leave the hotel as they may require luggage
to be stored for a short time.
o Whether the luggage is to be loaded into a car or if commercial transport
is to be met.
o Preparation of guest information directories, normally done at the
reception area. It is concierge’s role to provide help and information to
guests on all matters including:
o All the details about the facilities.
o Tourist attractions.
o Car hire, taxis and public transport options. o Theater and dinner
bookings.
o Airline and other bookings.
2. Colleagues and other departments are liaised to ensure effective response to
concierge.
MANAGING INTOXICATED PERSON
“Intoxicated” is the body's reaction to having alcohol in the human system. As a front office
staff, it is critical to know the early indications of intoxication and to refuse to serve such
guests before they become obviously drunk.
1. Determine levels of intoxication of customers. Signs of intoxication may include:
Loss of coordination. Ex: being clumsy.
Change of speech. Ex: having trouble talking in a normal manner.
Mood, behavior and conduct. Ex: wanting to cause argument.
Quantity of alcohol consumed. Smell of alcohol.
Body language. Ex: smiling even upset.
2. Refer difficult situations to an appropriate person. Appropriate person may include:
Supervisor or manager. They will make or authorize courses of action to take.
Security. They will have the expertise to deal with the manner.
External person. Ex: police.
3. Apply appropriate procedures to the situation. The following should be included in
an enterprise or house policy:
Expected standards of behavior of customers.
A list of those not to be served alcohol.
Limits for cocktails, shots or shooters.
4. Apply legislative requirements. A safe and legal operation should include:
a. Establish an enterprise policy covering:
Laws and regulations.
Roles and responsibilities of staff Serving strategies.
Refusal of service
b. Avoid promotions that encourage irresponsible consumption of alcohol.
c. Train staff in responsible service of alcohol
d. Identify and address potential difficult situations.
e. Create the right atmosphere.
