E Greets every guest that comes to the hotel with a smile and eye contact immediately
E Offer to assist guest with the luggages and confirming the number of pieces with guest.
E To confirm ‘surname’ with guest and note it down with luggage tag.
It is a must he inspects luggage/e for any damage and brings it to guest attention before it is placed on trolley. To group the luggage together if it is more than one piece to avoid mix-up.
E Luggage to be placed on trolley and pushed it to the reception while waiting for guest to register.
E To assist guest to room and explain facilities available if the Guest Relations Officer is not available to room the guest.
E To assist guest in the lift and allowing him to enter first
E Explain to the guest about:
Outlet opening hours
Which floor he is on and room number
Special promotions at the F&B outlet (if any)
E Demonstrate to guest how to open the room door. Open door, hold and show guest into the room first.
E Show the guest how to activate the lighting in room by using the key card.
E Proceed to introduce and explain our guest room facilities, in a clockwise/anti-clockwise in the following sequence:
Coffee/Tea making facilities
Control panel (air condition / heater switch, light control, message light, alarm clock, world time)
Hairdryer / Shavers point
Check with guest if he/she requires Laundry/Pressing Services.
E Inform the guest that they can contact the Guest Relations Officer at extension:_____ if they require flight reconfirmation.
E Remind the guest to recover key card from Energizer slot before leaving the room.
Example: Mr Brown, please bring along your key card with you when you leave the room.
E Before leaving the rooms, wish the guest:
“Have a pleasant stay with us”.
E To ensure that proper recording in the ‘check in control book’
Bellman to retrieve the luggage tags from the guest luggage and brings it down for recording purposes.
TAG: Check-in Check-In check-in Concierge concierge bell-man bell-service