FRONT OFFICE STANDARD OPERATING PROCEDURES

BELLMAN

TASK NO.2 : ROOMING THE GUEST

Upon reaching the room, the Bellman will open the door for the guest.

While putting the keycard into the Energy Saving Box, the Bellman will explain that the electricity and air con will be witch on, it will be switch off whey the key card is removed.

After gesturing the guest to go into the room, the Bellman will then carry the luggage and place it on the luggage rack.

The Bellman will proceed to the Bedside table to show to lights indicators, TV indicator, air con ...

The Bellman will continue to show the compendium, hair dryer, mini bar, and the free tea and coffee facilities.

Before the Bellman excuse himself, he will wish the guest a pleasant stay.

Demanding, requesting or indicating in any manner of tips from the guest is a gross misconduct.

Guest should be made to feel at home without much difficulty in using the Hotel's facilities

FRONT OFFICE STANDARD OPERATING PROCEDURES

BELLMAN

TASK NO. 4 : GROUP CHECK OUT

As indicated bags down time, the bellman will go to the rooms to collect the luggage. The exact number of luggage taken from each room will be recorded on the Record Book.

Upon checking out process, the Bell captain should check with the Cashier to ensure that all bills are paid. He will liase with Tour guide or Group leader for unpaid bills.

Once the luggage collection is completed, the total number of luggage must be counted and verified by the group leader and tour guide,

After loading the luggage onto the vehicle, the Bell staff will record the number of luggage, the vehicle number, date and departure time in the Record Book.

For cases when the guests are leaving the Hotel and the luggage are being stored in the Hotel, the Bell Captain will confirm with the Tour Guide and Tour Leader the number of luggage, the date and time of the intended collection, a master receipt will be made and handed to the authorized person of the Group.

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