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    4TH Quarter Week 2

    Uploaded by

    Lloyd Arnail Servan
    front office lessons

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    4TH Quarter Week 2

    Uploaded by

    Lloyd Arnail Servan
    3 views12 pages
    front office lessons

    Original Title

    4TH-QUARTER-WEEK-2

    Copyright

    © © All Rights Reserved

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    PDF, TXT or read online from Scribd

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    front office lessons

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    3 views12 pages

    4TH Quarter Week 2

    Uploaded by

    Lloyd Arnail Servan
    front office lessons

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 12

    WEEK 2

    Provide Porter
    Services

    Handle Guest Arrival and


    Departure.
    OBJECTIVES
    Escort guests to

    Assist guests rooms and


    show/explain
    with luggage courteously the
    establishment/room
    features
    Vocabulary
    Word/s:
    1. Luggage- suitcases or other bags in which
    to pack personal belongings for traveling.

    2. Escort- accompany (someone or


    something) somewhere, especially for
    protection or security, or as a mark of rank.
    Courtesy when Escorting
    and Assisting Guest to
    their room during the
    Arrival
    1. Greet the guest when the front desk
    employee introduces you and hand over the
    guest room key
     Greet the guest employing the
    protocols of greeting the guest.
     Use the last name followed by courtesy
    titles

    2. For confidentiality, safety, and security of


    the guest, do not declare the room number
    of the guest.

    3. Assist the guest with their luggage.

    4. Load luggage to the baggage cart


    5. Direct the guest at the elevator
     Accompany the guest at the elevator. On the
    way, briefly explain the hotel features and
    facilities which the guest needs to know (e.g.
    breakfast room, restaurant timings, pool area,
    spa access, complimentary hi-tea, city drop, boat
    ride etc.).

    6. Operate the elevator


     Explain how to access the guest floor. Your
    property might have elevator security features. If
    the elevator is full, give the key to the guest and
    ask them to go ahead.

    7. Take the next elevator to the guest room floor.


    8. Escort the guest from the guest room floor
    to their room
     Point out emergency exits and other
    facilities in the guestroom floor.

    9. Enter guest rooms


     Demonstrate how to use their key cards
    and locks
     Enter the guestroom ahead of the guest
     Turn on the light and make sure the
    room is ready and not occupied by
    someone else.

    10. Let the door remains open and gesture the


    guest to the room.
    11. Place the luggage properly

    12. Offer further assistance.

    13. Check the functionality of the room


     Check the busted lights, mini bar refrigerator and TV.
     Check the thermostat setting of air-conditioning units.

    14. Notify the appropriate department for any busted appliance

    15. Show the guest the room features

    16. Wish the guest a pleasant stay and politely leave the room
     Let the guest know how to call for any assistance during his stay
    Handling Luggage on
    Guest Departure
     Inform the guest that you are going to guest’s accommodation to
    collect the luggage.

     Have an informal conversation with the guest as, "Mr./Ms.


    (Guest_Name), I hope you enjoyed your stay with us. Do you need
    an airport transport?"

     Collect the luggage from the guest room.

     If the guest needs to store the luggage for long term, tag the
    luggage with the guest’s name, accommodation. number, date and
    time of collection, contact number, and receive the guest’s signature
    on long-term luggage request form.
     Ensure with the guest that nothing perishable is there in the luggage.

     Store the luggage on the designated departure area.

     If the guest is leaving the hotel immediately after check-out, then


    bring the luggage to the lobby.

     If a transport vehicle is ready to go then place the luggage in the


    vehicle.

     Request the guest to verify the loaded luggage.

     Update the departure luggage movement on the Daily Luggage


    movement register
    Thank you!
    PREPARED BY: EVILENE L. PENUNIA

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