Front Office

Services 2 NCII
John Joseph T. Amiler
Bell Services
BELL SERVICE
• Refers to a set of guest services
provided by hotel staff, often known as
bellmen, bellboy or porter.
• The service of unloading luggage at
curbside upon a guest's arrival, as well
as delivering the luggage to a guest's
room after check-in
Tasks in Bell Service
Greeting Guests
• Warmly welcome guests as they arrive at the
hotel, creating a positive first impression.
Assisting with Luggage
• Warmly welcome guests as they arrive at the
hotel, creating a positive first impression.
Tasks in Bell Service
Providing Information
• Offer information about hotel facilities, services,
and amenities, helping guests navigate the
property effectively.
Transportation Assistance
• Arrange transportation services for guests, such
as calling taxis, coordinating shuttles, or providing
information about local transportation options.
Tasks in Bell Service
Escorting Guests
• Escort guests to their rooms, providing assistance
with luggage and ensuring they are familiar with
the room's features.
Tasks in Bell Service
Coordinating with Front Desk
• Communicate effectively with the front desk to
share information about room availability, guest
preferences, and any specific needs related to
luggage handling.
Tasks in Bell Service
Coordinating with Front Desk
• Communicate effectively with the front desk to
share information about room availability, guest
preferences, and any specific needs related to
luggage handling.
What makes
Bell Service
different from
Butler
Service?
 Bell Service Butler Service
• Primarily focused on • Offers highly
handling guests' personalized and
luggage, providing exclusive services to a
general assistance, specific guest or a
and ensuring a smooth limited number of
arrival and departure guests, often
experience. associated with luxury
accommodations.
 Bell Service Butler Service
• Handles luggage, • Provides personalized
assists with check-in services such as
and check-out unpacking luggage,
processes. drawing baths, and
• Provides general arranging amenities.
information about the • Offers in-room dining
hotel's facilities and services and may assist
services. with personal requests.
 Bell Service Butler Service
• Operates in common • Primarily operates
areas such as the within the guest's
lobby, entrance, and room, offering a more
guest intimate and private
arrival/departure experience.
points. • Personalized services
are often delivered
directly in the guest's
accommodation.
 Bell Service Butler Service
• More accessible to a • Typically reserved for
wide range of guests, guests staying in
regardless of the room premium or luxury
category booked. room categories.
• Part of the standard • Not available to all
services offered in guests in the hotel.
many hotels.
Bell Service
Equipment
Bell Cart
• Bell carts, also known as
luggage carts or luggage
trolleys, are a staple in bell
service.
• They typically have a sturdy
frame with wheels and
handles, designed to transport
guests' luggage efficiently.
Bellman's Cart
Covers
• Protective covers designed for
bell carts.
• These covers help safeguard
guests' luggage from the
elements, ensuring it stays
clean and protected during
transport.
Hand Trucks or
Dollies
• Hand trucks or dollies are used
for transporting heavy or bulky
items that may not fit well on
a traditional bell cart.
• They are especially useful for
moving large pieces of
luggage or equipment.
Communication
Devices
• Two-way radios or
communication devices allow
bell service staff to stay in
contact with each other, the
front desk, and other relevant
hotel departments.
Handling Guest
Luggage
LUGGAGE
• Refers to the bags, suitcases, or
personal items that guests bring with
them when they visit a hotel, resort, or
other accommodation.
• This can include items such as clothing,
toiletries, electronics, and other
personal belongings.
LUGGAGE
• Hotels and hospitality establishments
often provide services related to guest
luggage, such as check-in assistance,
storage, and delivery to guest rooms.
Why is luggage
management
important?
 Importance of Luggage
Management
Customer Satisfaction
• Guests value convenience and professionalism.
Proper luggage management ensures that
guests' belongings are handled with care,
reducing the risk of loss or damage.
• Satisfied guests are more likely to return and
recommend the hotel to others.
 Importance of Luggage
Management
Streamlined Check-in and Check-out
Processes
• Well-managed luggage services facilitate
quicker check-in and check-out processes.
• Guests can start enjoying their stay sooner, and
a smooth departure experience leaves a
positive lasting impression.
 Importance of Luggage
Management
Security and Safety
• Proper luggage management is essential for
ensuring the security and safety of both guests
and their belongings.
• Hotels must implement measures to prevent
theft, loss, or damage to luggage, contributing
to a sense of security for guests.
 Importance of Luggage
Management
Professionalism and Image
• The way a hotel manages luggage reflects its
professionalism and commitment to guest
service.
• A well-organized and efficient luggage
management system contributes to a positive
perception of the hotel's brand and image.
 Importance of Luggage
Management
Personalized Service
• Attentive luggage services allow hotels to offer
a more personalized experience.
• This could include addressing specific guest
requests, handling special items with care, and
providing tailored assistance based on
individual needs.
Luggage Storage
Systems
 Luggage Storage System
• Refers to the organized and secure mechanisms
that hotels and other hospitality establishments
employ to temporarily store guests' belongings,
typically their luggage, during specific phases of
their stay.
 Luggage Storage System
• These systems are designed to offer
convenience to guests who need a place to
store their luggage before check-in or after
check-out, especially if they arrive early or
depart late.
 Luggage Storage System
• Luggage storage systems may also be utilized by
day-use guests, conference attendees, or
anyone in need of a secure place to keep their
belongings while on the premises.
Operational Procedures in
Luggage Storage Systems
1. Check-In Process
• Establish a systematic check-in process for
storing guests' luggage.
• This should include verifying guest identity,
recording the details of stored items, and
providing a corresponding claim ticket to the
guest.
2. Labeling or Tagging
• Implement a robust labeling system to track
each piece of stored luggage.
• Electronic tagging systems can enhance
accuracy and streamline the tracking process.
2. Labeling or Tagging
1. Confirm the total number of pieces with the
guest and make sure no luggage has been left.
2. Tag the guest luggage with relevant luggage
tags.
3. Handle guest luggage carefully and take
special care of any fragile items.
4. Take luggage to the lobby and follow-up with
the front desk to allocate the room to the guest.
2. Labeling or Tagging
5. Details should be
indicated in the tag:

- Name of guest
- Room Number
- Pieces
- Date and time left
- Date and time to pick-up
2. Labeling or Tagging
6.Tear off the luggage tag and give it to the guest
saying: “(guest name), here is your luggage tag.
When you need to retrieve your bags, please
present this to the front desk”
7. Use self-adhesive label to mark the other pieces
of luggage belonging to the guest.
3. Secure Storage Area
• Designate a secure and monitored storage
area for luggage.
• Access should be restricted to authorized
personnel, and surveillance systems can be
employed to enhance security.
4. Inventory Management
• Implement an inventory management system
to keep track of the items stored. Regular audits
can help prevent loss or misplacement of
luggage.
5. Guest Authentication for Retrieval
• Ensure a secure retrieval process by requiring
guests to present their claim ticket and verifying
their identity before releasing stored luggage.
• This prevents unauthorized access to stored
items.
THANK YOU