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    U6 Guest Occ. BServ& TO

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    Mae Adorm
    The bell service and telephone exchange sections play important roles in guest service and experience. The bell service greets guests, assists with luggage, and escorts guests to their rooms. They also handle check-ins and check-outs. The telephone exchange responds to all calls, takes messages, and handles wake up calls and long distance requests. Both sections aim to deliver excellent guest service through polite manners and etiquette when interacting with guests. Their functions support the front office in making guests' stays pleasant and meeting their various needs.

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    U6 Guest Occ. BServ& TO

    Uploaded by

    Mae Adorm
    41 views28 pages
    The bell service and telephone exchange sections play important roles in guest service and experience. The bell service greets guests, assists with luggage, and escorts guests to their rooms. They also handle check-ins and check-outs. The telephone exchange responds to all calls, takes messages, and handles wake up calls and long distance requests. Both sections aim to deliver excellent guest service through polite manners and etiquette when interacting with guests. Their functions support the front office in making guests' stays pleasant and meeting their various needs.

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    The bell service and telephone exchange sections play important roles in guest service and experience. The bell service greets guests, assists with luggage, and escorts guests to their rooms. They also handle check-ins and check-outs. The telephone exchange responds to all calls, takes messages, and handles wake up calls and long distance requests. Both sections aim to deliver excellent guest service through polite manners and etiquette when interacting with guests. Their functions support the front office in making guests' stays pleasant and meeting their various needs.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    41 views28 pages

    U6 Guest Occ. BServ& TO

    Uploaded by

    Mae Adorm
    The bell service and telephone exchange sections play important roles in guest service and experience. The bell service greets guests, assists with luggage, and escorts guests to their rooms. They also handle check-ins and check-outs. The telephone exchange responds to all calls, takes messages, and handles wake up calls and long distance requests. Both sections aim to deliver excellent guest service through polite manners and etiquette when interacting with guests. Their functions support the front office in making guests' stays pleasant and meeting their various needs.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 28

    GUESTS’ STAY

    OCCUPANCY

    Prepared by:
    Jennifer Gorospe-Sese, CHP®,CGSP, MBA
    • To define the importance of Guest Stay.
    • To describe the attributes, function, duties and responsibilities of:
    a.) BELL SERVICE SECTION
    b.) TELEPHONE EXCHANGE SECTION
    • To demonstrate the functions of Bell Service and Telephone
    Exchange section
    • To learn Club Membership and other Club facilities
    • To internalize the importance of Bell Service and Telephone
    Exchange Section in delivering excellent service to Guest Stay.

    Learning Outcomes
    BELL SERVICE

    Unit 7 Bell Service


    The bell service is usually located
    near the door before the front desk
    counter. The position makes it
    possible for bell service staff to easily
    see arriving guest’s, hence the
    assistance of guest luggage is the
    primary responsibility of these
    personnel.
    BELL SERVICE FUNCTION
    1. Bell service is responsible for escorting guests during
    check-in and check-out, attending to their luggage and
    doing errands for the front desk.
    2. Responding to all service calls or hotel guests' mail,
    package and messages.
    3. Monitoring cleanliness and orderliness of the lobby and
    coordinating with housekeeping unit for proper cleaning
    4. Observing and reporting all unusual circumstances
    occurring at the lobby such as entry of unauthorized and
    suspicious persons, presence of suspicious objects, etc.
    5. Doing errands for the front office
    CHECK-IN ASSISTANCE
    1. Greet and welcome the arriving guest
    2. Offer to unload the guest’s luggage from the
    vehicle. “May I help you with your luggage, sir?”
    3. Count each piece and inform the guest of the
    total count for the latter to check and ensure that
    all his travelers effect where taken out of the
    vehicle and accounted for. Sir, kindly check if all your
    luggage are complete before we proceed to the front desk.”
    4. He shall direct the guest to the front desk as he
    carries the luggage in his cart.
    4. As guest’s registered, bellboy shall stand by to
    receive rooming instructions from the desk clerk.
    5. Receive key and lead the guest to his room.
    “This way to your room Mr/ Mrs.?
    6. Every time a bellman enters a room, he should
    knock first to verify if there is someone inside.
    When the room is occupied or not yet ready, the
    bellman shall tactfully inform the guest of the
    mistake and ask a replacement via a telephone.
    7. The bellman shall open the room with the key and
    switch on the light, then let the guest in. He shall show
    him the room and explain the use of the facilities in the
    room.
    8. Sell hotel services, inform guest of:
    -outlets and operating time; products/services
    -room service, long distance facilities, business
    center, laundry, etc.
    9. As a last gesture, he shall assure the guest of his
    willingness to be of further help and bid him a pleasant
    and enjoyable stay. Is everything satisfactory sir? Please call us should
    you need further assistance, I hope you enjoy your stay in our hotel”
    CHECK-OUT ASSISTANCE
    1. Upon receiving notice of check-out, the front office
    shall inform the bell service who will provide the
    check-out assistance. The assigned bellboy shall fill-
    up the check-out slip, indicating therein the room
    number, number of items to be picked up and his
    name.
    2. He shall proceed to the guest room and shall remind
    the guest to double check the drawers, closet and
    bathroom just to make sure that nothing is left behind.
    3. The guest is brought to the front desk/ cashier
    for bill settlement while on stand by until the
    guest is ready to assisted to his vehicle.
    4. Before loading the guest baggage to his
    vehicle the bellman shall ask the guest if the
    luggage are complete, then load them to the car.
    Thank the guest for the patronage and wish him
    a pleasant trip.
    5. The bellman shall time-stamp his check-out
    slip and surrender it to the front desk.
    STORAGE AND
    WITHDRAWAL OF LUGGAGE
    STORAGE
    • Tag each baggage with a baggage claim check
    • Before accepting items for storage, inspect their
    condition. also indicate if the item is breakable
    and store them safely in the cabinet.
    • Store luggage in the luggage room
    • The bellboy will enter the item in the packages
    storage room
    • Deposit the item in the luggage room
    WITHDRAWAL of Luggage
    • Determine if the person claiming is the owner who
    left them for safekeeping, or he is an authorized
    representative.

    REQUIRE THE REPRESENTATIVE TO


    PRESENT:
    1.Specific authorization letter
    2. Valid ID card
    3. Valid ID of the owner of the item
    withdrawal of luggage…
    • Retrieve the items from the storage area
    and detach the claim tag.
    • Ask claimant to sign to acknowledge
    receipt of the items
    • Cross out the withdrawn claim check
    and time stamp at the back the time of
    issuance
    • File all baggage claim check.
    CLUB
    MEMBERSHIP
    https://thebaguiocountryclub.com/

    http://thebaguiocountryclub.com/about-us/
    TELEPHONE
    EXCHANGE
    SECTION
    TELEPHONE EXCHANGE FUNCTION
    1. Respond to all incoming calls. Screen calls of hotel
    guests and executives (as instructed).
    2. Process long distance, overseas call request of guests
    and prepare charges accordingly.
    3. Disseminate information about hotel facilities and
    services to callers through the telephone.
    4. Take down and disseminate messages for in house
    guests.
    5. Attend to wake up call request.
    6. Prepare all required reports.
    TELEPHONE MANNERS AND ETIQUETTES
    Manners
    • Answer calls promptly and pleasantly on the second ring, at
    most. DO not discourage or intimidate the caller by sounding
    indifferent, threatening or irritated.
    • Always have a notepad and pen by your phone so that you can
    take messages correctly. Use a call sheet to track your calls.
    (Write in notepad the time and date of your call, who you tried
    to speak to, anything important that transpired from the
    telephone conversation)
    ETIQUETTE
    • do not let the phone ring many times
    • do not answer the telephone by only saying “HELLO?”
    • always identify yourself at the beginning of all calls.
    • do not lean back in your chair when speaking on the
    telephone. Sit up or stand during the conversation
    • do not allow interruptions to occur during
    conversations. Do not carry on side conversations with
    other people around you
    ETIQUETTE
    • be sensitive to the tone of your voice. Do not
    sound overly anxious, aggressive or pushy. It is
    important that your tone conveys authority and
    confidence.
    • don't be too casual or being informally friendly
    when speaking. Always address a guest by last
    name and use appropriate address like “Mr,
    Ms, Dr, Atty.
    ETIQUETTE
    • Do not get defensive or hostile when called by an
    irate, angry, or shouting guest
    • When called by a guest who consults for his/her
    problems, apologize and solve the problem. Inform
    the caller what would you do next and ask if that
    would satisfy the guest.
    • Always thank the caller at the end of the call.
    HANDLING INCOMING AND OUTGOING
    CALLS
    • When answering an outside call, you may say: “thank you
    for calling UB hotel, good morning! This is Jen, how may I
    direct your call?”

    • You may also say: “good morning! UB hotel. How may I


    help you?”
    HANDLING INCOMING AND OUTGOING CALLS
    • When answering internal call, you may say: “Good
    morning, this is Jen from the Front Office. How may I
    assist you?”
    • When connecting a phone call, you may say: “May I know
    who do you want to speak with?” and “Thank you sir. One
    moment please, I'll connect you now.”
    • You may also say: “I'm sorry sir, nobody answers, would
    you like to leave a message?” and “Thank you for
    calling.”
    • If you wish the caller to identify himself/herself, ask politely:
    “May I know who's calling please?”
    • In case you get a wrong number, you may say: “I'm sorry sir/
    ma'am, you dialled a wrong number. This is UB Hotel.”
    • Some ways of saying goodbye: “Thank you for your time. I
    know you're busy so I won't keep you.”
    • You may also say: “Nice speaking to you.” and “That's fine,
    thank you for your time. Goodbye.”
    WAKE-UP CALLS
    WHAT IS WAKE-UP CALL?
    • Wake-up call is an in-house telephone call to
    a sleeping guest at a specific time to wake
    him up, predetermined by the guest.
    • It is generally done in the morning but the
    guest may require anytime of the day.
    Wake up calls
    • Many hotels already employ an Automated Wake up
    call systems that are monitored by the telephone
    exchange or PABX.
    • When delivering personalized wake up call, the
    operator should use the guest’s name.
    • When the calls fails to reach the guest after 3 rings,
    the T.O. should notify a hotel staff for him to check
    the status of guest. (for manual wake up call)
    question?

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