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?"
o Help the guest to get out of the taxi (if needed).
o Take the luggage from the trunk (ensure with the guest that
nothing is missing).
o 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 store room on the
designated arrival shelve and update the Daily luggage register or log
book 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 ask 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 log book.
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 has to be tagged using luggage tag (Sl no, Guest name,
date, room no, guests 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 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 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 & 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 log book and also on errand card each
luggage handling done (Arrival, Departure, Stored) etc.
SOP PORTER ATAU CONCIERGE
Bellboy atau Porter merupakan sebuah section pada Front Office Departement yang
bertanggung jawab terhadap barang barang bawaan tamu baik tamu tiba, pindah kamar dan
tamu berangkat. Bellboy memiliki peranan penting dalam memberikan informasi terkait
dengan produk hotel dan produk diluar hotel.
Metode Penanganan Barang (Handling Methods)
a. Lifting
Yang dimaksud dengan Lifting adalah teknik mengangkat barang tamu. Ada beberapa hal
yang harus diperhatikan dalam mengangkat barang bawaan tamu.
Memeriksa Tanda Barang Tamu
Bellboy harus memperhatikan kondisi barang dan tanda penanganan barang, seperti :
b. Stacking
Stacking adalah teknik meletakkan atau menumpuk barang dengan cara yang benar dan tepat
untuk menghindari kerusakan atau keretakan pada barang.
1) Placing the hard bag under the soft one.
Menumpuk dan meletakkan tas/ barang yang paling keras dibagian bawah
2) The thick bag under the thin one.
Menumpuk dan meletakkan tas/ barang yang paling tebal dibagian bawah
3) The big bag under the small one.
Menumpuk dan meletakkan tas/ barang yang paling besar dibagian bawah
Teknik meletakkan barang tersebut juga berlaku bagi bellboy bila meletakkan barang pada
kereta barang dan pada bagasi bus atau taxi.
Berikut ini akan dibahas lebih lanjut mengenai SOP seorang Porter baik saat tamu tiba,
pindah kamar dan berangkat.
1. TAMU TIBA (GUEST CHECK IN)
a. Mengeluarkan barang bawaan tamu (unloading luggage)
1. Memberikan salam kepada tamu (greeting). Ucapkan salam sesuai waktu : good morning,
good afternoon, good evening. Sebutksn nama tamu jika sudah mengenalnya untuk
memberikan perhatian lebih kepadannya.
3. Pencatatan
a. Bellboy Errand Card
1) Melengkapi catatan pada BBEC
a) Filling out all information
b) Tulis KEY OK bila kunci telah dikembalikan
Pastikan kunci kamar telah dikembalikan sebelum tamu meninggalkan hotel. Untuk
itu periksa kunci kamar pada :
Kasir Kantor Depan
Di Meja Concierge atau Di Rak Kunci dan Surat
Di dalam kamar
Tanyakan Pada Tamu
Di Kotak Kunci Berangkat (Check-out Key Rack)
Bila kunci dipastikan telah dikembalikan maka tulis KEY OK pada BBEC.
Bila kunci dinyatakan hilang, maka tulis KEY LOST pada BBEC dan laporkan pada
Concierge.
If you work in an office, run a small business, or simply want to make sure that phone manners are
practiced in your home, focus on telephone etiquette. Knowing what to do -- and what not to do --
when answering and speaking on the phone is imperative. It will help you to acquire and retain clients,
and respectively conduct phone conversations from your home phone.