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BELL CAPTAIN

Tugas Utama
Mengawasi dan mengkoordinir tugas tugas harian bellboy, doorman, parking valet sesuai dengan standar pelayanan hotel yang bersangkutan.

Tugas Dan Tanggung Jawab :
1. Mengkoordinir para bellboy, doorman atau para driver dalam menjemput kedatangan dan mengurusi barang bawaan tamu sehungga sampai ke
kamar dengan aman.
2. Mengkoordinir para bellboy untuk mengurus barang tamu pada saat check out.
3. Memastikan bahwa semua barang tamu telah di antar dengan baik sampai di kamar
4. Memotivasi para bellboy agar selalu offering help dan memberi informasi kepada para tamu di sekitar lobby
5. Mengisi present list
6. Menyiapkan job placement bellboy , doorman, dan parking vallet
7. Membuat general store requisition form
8. Mengatur pembagian kerja bellboy ( group )
9. Selalu mengecek ruang penyimpanan barang ( luggage room ) secara periodik
10. Mengawasi pembagian & pengantaran surat kabar kepada tamu VIP
11. Memeriksa log book / record book secara teratur
12. Membuat monthly work schedule dan melaporkan data absen kepada chief concierge untuk di serahkam kepada FOM
13. Selalu memastikan seragam & penampilan bellboy , doorman, vallet parking sesuai standar grooming yang berlaku
14. Selalu memastikan bell counter dalam keadaan rapi, bersih dan kelengkapan form terpenuhi

Tugas informed service dalam
menangani surat untuk tamu:
Surat yang masuk dibagi menjadi 3 kelompok:
1. Hotel mail
2. Staff mail
3. Guest mail
EA Guest
In House Guest
Check out guest

Penanganan Barang Barang Tamu :


Proses Check In Scr Individual
Prosedure individual guest arrival :
1. Doorman
a. Open the door and greeting
b. Offer help
c. Last greeting

2. Bellboy
a. Greeting
b. Offer help
c. Bring the luggage out ( bring the trolley if needed )
d. Escort the guest to the lobby
e. Prepare the luggage tag
f. After reception inform the guest room no then fill the laggage tag and escort guest to the room
g. Open the guest lift door
h. Knock the door 3 times, open the door
i. Turn on the light
j. Explain the hotel extension, guest fasilities and hotel fasilities
k. Give the key and the guest card or left it in the dressing table
l. Make the last greeting

Proses Check Out Secara Individual
Informasi yang di butuhkan :
1. Room No.
2. Check out time
3. Total of guest luggage
Procedure :
1. Take order from bell captain / reception / front office cashier
2. Bring the errand card in concierge / bell captain desk
3. Call to the room and asking to the guest
4. Prepare trolley
5. Knock the door ( 3x )
6. Bring the luggage down to lobby
7. Ask the guest to check his luggage if any luggage left in the room
8. Stamp the errand card to front office cashier if the guest allready paid the bill
9. Deliver the luggage to the main entrance
10. Last greeting
Job Desk of Bellboy For Group Arrival
Condition : luggage sometimes drop before group arrival
a. Check and record the guest luggage as rooming list
b. Fill the luggage tag and put on the luggage
c. After all the room for the group ready, bring the luggage
to the room
d. Replace the luggage on the luggage rack
e. Lock the door
f. Back the room key to reception
Note :
Please record the room no. in rooming list
Please pay attention with the guest baggage to avoid
missing and misplace
Job Desk Of Bellboy For Group
Departure
a. Rooming list ( check with the FO cashier )
b. Luggage down ( Bell Captain order to bellboy for luggage down )
c. Luggage down procedure
1. Perhatikan no kamar sebelum barang di keluarkan dari kamar
2. Kumpulkan barang dengan hati2
3. Mengumpulkan barang di tempat yang telah di sediakan
4. Memberi informasi kepada group team leader
5. Hitung dan periksa barang barang apakah sudah sesuai dengan daftar barang pada waktu
check in bersama dengan tour leader
6. Keluarkan barang2 ke main entrance, siap untuk diangkat oleh petugas travel agent
7. Adakan serah terima mengenai jumlah barang kepada petugas travel agent yang
mengangkat

Note :
Catat jumlah barang yang diambil dari masing masing kamar
Hitung jumlah barang sebelum di laporkan kepada tour leader

Handle Baggage For Changing Room
Bellcaptain menerima perpindahan kamar dari tamu /
receptionist
Bellcaptain menyuruh bellboy
Bellboy menelpon tamu ( menanyakan apakah tamu sudah
siap untuk pindah kamar dan juga menanyakan banyak atau
tidak barang bawaannya )
Bellboy mengambil trolley ( kalau barang tamu banyak )
dan meminta errand card kepada bell captain
Mengetuk pintu
Mangangkat barang tamu ke kamar yang lain
Mengisi errand card dan menyerahkan kembali kepada
bellcaptain
Macam2 Barang Yang Di gunakan Di
Bellboy
Trunk : Koper pakaian atau box dengan kunci yang di gunakan oleh tamu untuk tempat pakaian,
kadang2 juga di gunakan untuk tempat membawa film
Suite case : koper yang bentuknya lebih kecil dari trunk dan di gunakan untuk membawa pakaian ,
ada 2 macam
1. Hard : terbuat dari mental
2. Soft : terbuat dari kulit / kanvas / kain
Handbag
Briefcase : untuk membawa surat2 / dokumen
Cosmetic case / beauty case/ vanity case
Hat box
Haversack : tas yang terbuat dari kanvas berbentuk ransel
Vaal / veal case : suite case yang dapat di lipat/ di gantung
Traveling / shoulder bag : tas ukuran kecil yang tali pegangannya biasanya agak panjang dan di
gantungkan di bahu
Garmet bag / valet bag / suit bag : tas yang biasanya untuk membawa jas, celana atau jaket
Golf case
Camera case
Perlengkapan / Kebutuhan Yang Di
Gunakan Dlm Bellboy
Luggage cart / Trolley
Paging Board
Duplicate room rack
Telephone
Mail box
Stationeries
Postage meler machine / betas bean
Luggage room

Form Yang Di Gunakan Di Bellboy
Errand Card : mencatat jumlah barang dan item yang di
bawa untuk data data autentik atau informasi bila terjadi
sesuatu masalah di kemudian hari yang menyangkut barang
tamu dan untuk menghindari barang2 tamu kalau ada yang
tertukar ( checkin/out, move room )
Luggage Tag : untuk menandai barang tamu , terdapat
nama tamu dan nomor kamar
Baggage / Luggage claim check : untuk pengambilan barang
di luggage room ( serial number, date received, guest name,
room no. , received by, date delivered, delivered by,
luggage description, condition )
Laggage room book : mancatat barang2 yang di simpan di
luggage room

CONCIERGE
Handling Damage Baggage
Upon receiving guest complain : inform immediately to
assistant manager / chief consierge
Check which item(s) has / have been damaged
Investigate factfully whether the damaged on the
baggage allready axisted prior to the guest arrival
Investigate factfully whether the guest was regligent
Make a follow up at each area accordingly
Never discuss the compensation directly with the guest
( ask assit.manager if the guest asked )
Concierge
Handling Left Baggage
When any baggage left behind by a departing guest hotel staff must take
care of any the baggage
1. Inform to ass.manager / chief concierge on form
2. Write to the log book ( guest name, room number, description of
baggage, check out time, time of discovery, details of follow up action )
3. Ass manager / chief concierge determine the contact of the baggage or
delarging left behind and find out the urgency
4. Make every effort to contact the guest immediately
5. If contact could be made, ask the guest of the contact in short & how the
guest would like to be assisted
6. Any changes accoured in delivering the item : billed considered as hotel
best image service
7. In case all efforts to contact the guest fails, then the asst manager will
pass on the baggage or to the housekeeping departement and will be
stored until it is claimed by the guest
CONCIERGE
Handling Airline Reservation
Concierge should cover their scoupe of work by also know a bit about
handling airlines ticket service. This is to ensure that airline RSV are
handle efficiently
1. Listen to guest carefully , record the relevant details accurately in
airline RSV form
2. Repeat the info back to the guest accuracy
3. Check on the airline seats availability on the flight concerned &
reserve accordingly
4. If the guest want to pick the ticket up at airport, inform him / her
with preliminary details
5. If the guest want to have the ticket before c/o , he will sign paid
out voucher , authorizing the amount of money
6. Inform the guest that request is confirmed and give the ticket
accordingly


CONCIERGE
Handling Restaurant Booking
The concierge desk must keep the complete list of in house FB outlet and outside local typical
restaurant updated at all times, which will assist the guest with efficient rest booking service
When received such request , concierge incharge will :
1. Obtain from the guest him / her :
a. Room number
b. Name
c. Date & time of booking
d. Name of rest.
e. No. of cover
f. Seat request
g. Type of cuisine
h. Level of establishment

1. Recommend a suitable restaurant that match the request
2. Offer assistant & call concorned rest. For RSV, if the guest agrees
3. Inform the guest that concierge will leave a message after booking confirmed
4. Ask if the guest need transportation arrangement ( taxi / limo )
5. If not, give direction to guest on how to reach the rest

Concierge
Handling Guest Incoming Fax
1. Check the guest name / room no. in computer
2. Leave message to the guest, inform him a fax is received and kept at
concierge desk
3. Record in the incoming fax book :
a. Guest room no.
b. No. of pages
c. Sender reference
d. Received time
e. Clerk initial

4. Put the fax in an emvelope & attach the message cover sheet
5. Place the envelope in the fax slot
6. Delayed message in computer as it has been relayed to the guest
7. Record in hold for arrival book if the guest is on future RS
8. Record & place the fax properly inside pigeon hole



Concierge
Handling Missing
Bell captain must inform the asst.manager about the missing baggage imediately
Check the description of the missing item with the guest
Check the following
1. Double check again in the baggage store room wether the item just hidden
2. Review the record of all rooms that have checked out at the same time that day, and
posibility of mixed up
3. Investigate all cars that have left on the hotel at the same time that day of any posibility
wrongly loaded
File an in house accurience report with details as follow :
a. Time
b. Guest name & room number
c. Missing item
d. Investigation
e. Follow up action
f. Person who collected baggage
Tell, staff should never discuss conversation with the guest, or ask any question
regarding compentation directly to the asst.manager