FRONT OFFICE STANDARD OPERATING PROCEDURES

BELLMAN

TASK NO.5 : PAGING FOR A GUEST

Once receive a request to page a guest from Operator or Reception Staff, the Bellman will check the name of the guest who the caller wish to telephone to.

The Guest name then will be written clearly on the Paging Board. The Bell hop will hold the Board with the beeping sound and go to the Hotel Outlets and the Front of the House to look for the guest.

When the guest verify him is the right person, the Bellman will show him to the Front Counter or House phone and inform the Operator to connect him with the Caller.

FRONT OFFICE STANDARD OPEARTING PROCEDURES

BELLMAN

TASK NO.6 : ROOM CHANGE

Upon receiving instruction from the Reception staff or the Front Office Assistant Manager to change the guest to another room, the Bellman will bring along the new keycard and trolley if necessary and proceed to the guest's room.

The Bellman should identify his on reaching the room and address the guest by name.

Assist the guest to pack if necessary and help to check the room to ensure that nothing is left behind.

Collect the previous key card and proceed to new room.

Once guest's belongings have been move to the new room, explain facilities if there is a difference.

On completion, return the previous key card to the Reception and record in the Record Book .

FRONT OFFICE STANDARD OPERATING PROCEDURES

BELLMAN

TASK NO.7 : STORAGE OF GUEST LUGGAE/ ITEMS

After the guest has checked out, he may request to store his luggage or items and will collect it later.

This luggage/ items will be kept in the Luggage Store.

The Departure Baggage Tag will be filled out with guest name , room number and number of items.

A portion of the Departure Baggage Tag will be tagged to the luggage/ items. The other portion will be given to the guest.

When the guest comes to claim the luggage/items, the Bell staff will ask for the guest's portion of the Departure Baggage Tag. Before releasing., the Bell staff must ensure that the guest's portion serial number and the portion which tagged to the luggage/ items number tally.

FRONT OFFICE STANDARD OPERATING PROCEDURES

BELLMAN

TASK NO.8 : DOORMAN

The Doorman should position himself at the Bell counter at the drive way.

Whenever a taxi or a car arrives, the doorman will open the vehicle's door with his left hand. Assistance to any hand luggage should be offered.

Should there be passengers in the front and back of the vehicle, the doorman should open the rear door first follow by the front door.

Once the guests have stepped out of the vehicle, the doorman should always greet the guest - Good Morning/Afternoon/ Evening Sir/Madam, Welcome to MERCURE HUE GERBERA Hotel.

Assists the guest in retrieving the luggage from the car boot and send it up to the Lobby.

Wishes the guest a pleasant stay before returning to the position.

Always enquire from the guest the destination that he wish to go.

Hail the taxi or telephone to the Taxi operator if there no taxi available

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