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Transcript of bell service
Telephone Exchange" Group III
Canete, Janine SarahMae
Bardillon, Megan Camille
Bitangcol, Julie Mae
Lee, Kim Olive
Pacheco, Kyve John
Semanes, Frances Nina
TFri 1:00 - 3:00 Objectives: Bell Service The Bell Service Unit extends assistance to arriving and departing guests aand handles their luggage. Likewise, it attends to the following:
Escorting guests to their room during check-in .
Assisting guests during check-out.
Responding to all service calls of the guests.
Safekeeping of guests luggage are entrusted at the bell station. Monitoring cleanliness and orderliness of the lobby and coordinating with the housekeeping for cleaning.
Observing and reporting all unusual circumstances occuring at the lobby.
Delivery of guest's mails, package and messages to guest rooms.
Assisting guests during room transfer and check-out. SERVICE PROCEDURES DURING CHECK-IN: 1. Greet and welcome the arriving guest.
2. Offer to unload guest's luggage from the vehicle.
3. Doorman/Bellman shall unload the guest's luggage himself, counts each piece and informs the guests of the total count for the latter to check and ensure that all his traveler's effects where tken out of the cab and accounted for.
4. He shall direct the guest to the front desk as he carries the luggage in his cart.
5. As guest registers, bellboy shall stand by to receive rooming instructions from the desk clerk.
6. Receive key and rooming instructions from the desk clerk then lead the guest to his room.
7. Everytime the 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 the telephone. 8. 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 bring in the baggage. He shall explain the use of facilities in the room such as air-conditioning thermostat control, bathroom light switches etc. Explain operation of TV if it need special instructions.
9. Inspect room and bathroom-Check for busted bulbs, dirt and defective ameneties.
10. Sell hotel services, inform guest of:
Outlets and operating time; Products/services
Room service, long distance facilities, business center, laundry, etc.
11. Take leave of the guest and ask if everythig is ok. 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.
12. He shall inform the bell captain or the Front Office Manager of unusual behavior of the guest or condition of the baggage. He must also call the attention of the Housekeeping Supervisor if he oticed some defects in the room. 13. The Bell Captain shall record the check-in on the Bellman Control Sheet, indicating therein the name of the bellman, the number of luggages and the room number. CHECK OUT PROCEDURES 1. Upon receiving notice of check-out , the Front desk 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 desk clerk/ FO cash for bill settlement or payment while on stand by until guest is ready to be assisted to his vehicle.
4. The bellman shall check the room key rack of the vacated room upon reaching the lobby. The desk clerk shall check if the key has been returned and then sign on the Check-out slip. If the key has not yet been returned, the bellman shall ask the guest to return the same. The bellman will also ask the cashier's clearance signature on the check-out slip. If the guest account is not yet settled but the baggage is stored, the Check-out slip together with a note stating (please check with F.O.C.) , is attached at the storage baggage. The baggage shall not be taken out of the hotel unless the account is paid in full by the guest and the cashier has signed on the check-out slip;
5. Before loading the guest baggage to his vehicle, bellman shall ask the guest if the lugage are complete, then load them to the cab, thank the guest for his patronage and wish him a pleasant trip;
6. The bellman shall time-stamp his check-out slip and surrender it to the Front desk after the service. ROOM TRANSFER 1. The Bell Captain, upon receipt of the room change notice from the desk shall record the room change in the Bellman's Control Sheet, indicating therein the room number of the original room of the guest;
2. The bellman shll pick-up the key of the new room and shall proceed to the place where the guest is waiting to be moved. He brings along a cart if there are several items to be transferred.
3. The bellman shall load all guest's belonging on his cart. makes sure that nothig has overlooked and missed. Then he shall accompany the guest to his assigned room after taking the key of the former room;
4. The bellman after unloading and arranging the guest belonging in their proper places, shall have them checked by the guest for completeness. He will leave the room only after he has made sure that the connecting doors are closed and the room is in good order;
5. he front desk shall advise the Telephone Exchange of the new room number. STORAGE OF LUGGAGES 1. Tag each baggage with a baggage claim check.
2. Before accepting items for storage, inspect their condition. Also indcate if the item is breakable and store them safely in cabinets.
3. Store luggage in the luggage room making sure that the smaller, lighter ones are on top of the heavier ones.
4. The bellboy/bell captain shall:
a. Fill the baggage claim check complexly making sure that the item has been properly and clearly described in the baggage claim check.
b. Indicate also identifying features such as colors, size, shape, and other leading characters.
c. Specify the noted defect on the item prior to receipt.
d. Time stamp the Baggage Clim Check.
e. Ask the owner to read the conditions at the back of the baggage claim check and have him/her sign.
5. Before storing the item:
a. Attach the Baggage Claim Check to the item to be stored.
b. Detach the claim check portion.
c. Leave the luggage tag portion attached to the item
d. Time stamp the claim check portion.
e. Hand the claim check portion to the guest.
6. The bellboy/bell captain shall enter the item in the packages storage record.
7. The bellboy/bell captain shall deposit the item in the luggage room. WITHDRAWAL OF STORED BAGGAGE 1. The bellboy/ bell captain shall determine if the person claiming the item is the owner who left them for safekeeping, or he is an authorized reeresentative.
Require the representative to present:
a. a specific written authorization
b. Vaalid ID-business card and residence certificate are not considered valid ID
c. Valid ID of the owner of the item.
2. When required documents are presented, the bellboy/ bell captain shall retrieve the items from the storage area and detach the claim tag.
3. Ask claimant to sign to acknowledge receipt of the items.
4. After issuance, cross out the withdrwn claim check and time stamp at the back the time of issuance.
5. File all baggage claim check. The Telephone Exchange to be able to gain more knowledge of the services offered by every bell staff.
to understand the persons behind the bell service department.
to enhance self-confidence in front of the people.
to be aware of the techniques in doing the duties of a bell staff.
to be able to know how to handle different situations & jobs that are required for you.
to be able to communicate with the guests with appropriate and proper words. Telephone
- is an indespensable element in the communication system of any modern hotel.
- known as telephone exchange in large hotels; it is created to handle all transactions pertinent to incoming and outgoing calls, processing of long and overseas calls, wake up calls, information dissemination and other related functions.
-are also considered front liners since they usually serve as first contact of callers/patrons before coming to the hotel. Answering Incoming Calls:
Bring the handset at least ½ inch front the mouth – enough to be heard. Identify your hotel and greet the caller.
To connect a call to a guestroom of office:
First ask for the name of caller, when asked to be connected to the room of a house guest, ask for the room number if the caller knows it. If not, refer to the information rack for the guest room number but it’s not advisable to give the guest’s room number to the caller.
When the name of the guest is not found on the information rack, the operator should never say that the person is not registered. Instead she advises the caller that he/she will be connected to the front desk for assistance. Procedures in Handling Telephone Calls Handling Wake up Calls
Any hotel guest who wishes to avail of wake-up call service the operator directly or may relay the guest through the front desk.
When the operator receives the wake-up call request, he should clarify the exact time with the caller.
Place wake-up call in the wake up request bulletin, starting the name of the requesting guest, room number and time.
Name of Guest Room Number Wake–up Call time Received by: Status
This wake-up call sheet is posted beside the telephone both for it to be easily read by the operator who will be making the wake-up call.
Only one wake-up call sheet should be used by all operators. More than one may result in errors and unattended wake-up call requests.
The operator will check the room number and the name against the information rack to see if they are correct.
When the operator rings a room for a wake-up call, she should do it graciously by calling the guest name.
If the guest does not answer the wake-up or morning call, request the bellboy or the room boy to knock on the guest room, if there is no response, the duty manager may enter the room with the emergency key.
When the guest does not respond despite repeated wake-up call, there is good reason to suspect he might be in a critical condition.
Completed wake calls are crossed out in the wake-up call sheet or a note is made ‘OK’ or “done” under the column “REMARKS”. 1. To attend to all incoming call, both local and overseas.
2. To handle requests from guests and patrons in placing long distance and overseas calls.
3. To coordinate with PLDT operators regarding time and charges for all completed long distance or overseas calls.
4. To prepare toll charges for every completed call with the corresponding charge report.
5. To disseminate through the telephone, correct and vital iinformation about the hotel facilities.
6. To take down and disseminate messages for in-house guest.
7. To do wake-up calls for the guests when requested.
8. To screen all incoming calls for hotel guests and employees.
9. To handle emergency calls.
10. To coordinate with the servicing Telephone Co. (like PLDT
in the Philippines) in case of any breakdown of hotel trunklines.
11. To prepare and submit on time al required reports. Functions of the Telephone Exchange Section Keep the caller on the line as long as possible to be able to get more information.
Ask important information and log it down.
Where is the bomb?
What type of bomb?
When is set to be explode?
Where are you now?
Who are you?
Why are you doing this?
Inform the duty manager right away and give him the details.
Duty manager will coordinate with security office or police for appropriate action. Usually a bomb disposal squad is mobilized for bomb search and if the bomb is confirmed the affected area is condoned. Handling Bomb Threat Calls Maintain a pleasing voice personality.
Always use a voice with a smile. Greet guest with pleasant tone and modulated volume.
Have a message pad and pen, always ready to record messages and other important information.
Answer calls promptly, on first ring, if possible.
Lift receiver only when ready to talk.
If you are talking to someone in another line and your phone rings, excuse yourself and answer the phone promptly.
Maintain friendly and accommodating conversation with callers. Imagine all calls as coming from friends. Be friendly but not be over-familiar.
Speak clearly and distinctly. Open your mouth wide enough to clearly pronounce the vowel sounds.
Speak in a properly modulated tone, the mouth 1/2 inch from the transmitter. Never speak with something in your mouth, while smoking, chewing gum or when eating something.
Be on the line when the called party answers.
In all business calls, never answer an incoming call with "hello" as it sounds rude and unprofessional. The appropriate way of answering a call is identify your office/company or name, accompanied by a greeting. Important Reminders for Telephone Users and Operators Use a slightly rising intonation when starting a fact.
Be helpful and accommodating.
When the called party is not available, give an encouraging and specific report.
Get caller's identity tactfully.
Be attentive to avoid request for repetition.
Avoid slang such as "yeah", "okay", "uh-uh" unless talking with a friend.
If you have encountered a wrong number, transfer the call if it is possible or advise caller to dial again.
While inside the Telephone Exchange, conversation should be limited to business matters only. Private calls are not allowed.
Never leeave the switchboard unattended.
Eating and drinking inside the telephone exchange are absolutely prohibited.
Listening to telephone conversation is tantamount to intrusion to privacy and forbidden and punishable by law. Handling Wake Up Calls The bell service area or counter is usually located near the door before the front desk counter. The position makes it possible for bell service staff to easily note arriving guests', hence the assistance of guests' luggage is the primary responsibilty of these personnel.
The Telephone Exchange Section is one area which takes change of a very important role in the operation of the entire business-communication. Aside from taking the resonsibility of interaction it boosts additional revenue through telephone service, thus, this resale capability enables this section to be a potential profit center. The basic reason is, hotels are permitted to resell telephone service and add mark-ups & impose necessary tax when delivered to guests. Regardless of the size of the hotel and how modern the technology is, telephone operators are always at hand to direct traffic on the flow of communication within the property. Introduction BELL SERVICE
TELEPHONE EXCHANGE Sample Forms: