BELL

SERVICE
What is Bell Service?
Hotel guests expect a variety of services to
enhance their visit, and hotel bell service staff
are available to provide any reasonable request
made by a guest. Although assisting guests with
transporting luggage is the primary responsibility
of bell staff, modern high-end hotels provide all
manner of luxury goods and services
Duties and Responsibilities of Bellman
• Transporting guest luggage is one of the main bellman
duties.
• Bell service staff are typically responsible for unloading
luggage at curbside upon a guest's arrival, as well as
delivering the luggage to a guest's room after check-in.
• Bell service staff also store luggage for guests as needed
before or after check-in/check-out, and usually load it
directly into the taxicab or rental vehicle upon request.
• Bell service at hotels also includes delivery of food and other
items to a guest room.
• Bellmen may also assist guests with laundry service.
• Bellman responsibilities include assisting guests with making
arrangements for local activities.
• Bellman responsibilities include assisting guests with
making arrangements for local activities.
• They help guests buy tickets to shows or local
attractions, make reservations at restaurants and
arrange for a massage or spa treatment.
• Bellmen can also assist with getting a rental car, as well
as calling for and to hail a cab for guests.
• Bell service staff often give advice on local things to do
and see, recommending restaurants in various price
ranges and local attractions.
Bellman’s Cart
Bell Service Procedures Upon Arrival
1. When a guest arrives, the doorman buzzes the Bell captain’s desk
for a bell boy.

2. The Bell Captain will initiate the Arrival Errand Card by giving the
bell boy (who is attending to the guest) an identity number.

3. The Bell Boy wishes the guest/s and unloads the baggage from the
transport. He brings the baggage via the baggage entrance beside
the main door He places the baggage at the bell desk and awaits
instructions from the receptionist to move the baggage to the guest
room. Hotels may have tags to identify baggage.

4. The Bell Boy will inform the receptionist or Lobby Manager in

case a guest has scanty baggage. Hotels have a separate policy for
guests with scanty baggage.
4. The Bell Boy will inform the receptionist or Lobby
Manager in case a guest has scanty baggage. Hotels have
a separate policy for guests with scanty baggage.

5. The receptionist will confirm to the bell boy that the

guest has been registered into the hotel by signing the
arrival errand card and gives the name and room number of
the guest. The receptionist will also hand the allotted room
key to the Bell Boy.

6. The Bell Boy will bring to the attention to the guest any
pre-damage to the baggage to absolve the hotel
responsibility for it.
7. Lead the guest to his/her room with the baggage.
Some hotels will have separate baggage elevators in
which case the guest is given the direction to the room
and the Bell Boy follows in the baggage elevator.

8. The Bell Boy will open the door and let the guest
enter the room first.He follows and places the baggage
on the luggage rack provided in each room.He leaves
the room key on the dresser or allotted place at the
entrance in modern hotels.
9. The Bell Boy explains the following features in the room:
•The console from where room lights are operated
•The television controls and how to operate it
•Internal locking system
•Mini-bar operation
•Telephone controls include messaging facility
•Internet connection points
•Display of fire-exit rules
•Safety locker (if provided in the room) and how to
operate it
•Air-conditioning/heating thermostat and how
to operate it
10. Wish the guest a pleasant stay and leave. Though
it is an international practice to give tips, Bell Boys
should not solicit it.
Bell Service Procedures Upon Departure

1. A guest calls the bell desk about his intention to check-

out. The Bell Captain asks the guest the number of
baggage he/she has to send the right number of bell boys.
The Bell Captain initiates the Departure Errand Card
writing the date, time, guest name, room number and the
number of baggage. He allots a Bell Boy/s and writes his
identity number on the card
2.The Bell Captain deposits the Departure Errand Card
with the Front Cashier who gets the cue that since a
check-out is taking place he has to prepare the billing
formalities.

3. The Bell Boy in the meantime proceeds to the guest

room and knocks on the door announcing his name in. He
may repeat the knock after 30 seconds if there is no
response, announcing himself again.

4.Upon entering the room the Bell Boy wishes the guest
the time of the day. He then proceeds to search the room
and bathroom for guest belongings.
5. He looks around the room for any damage to hotel property
or anything missing.
If there is any default, he reports the same to the Lobby
Manager or Bell Captain.

6.He takes custody of the room key and also takes the baggage
out of the room.

7.He switches off the air conditioning/heating and room lights

and shuts and locks the door.

8. The Bell Boy then leads the guest to the elevator or informs
him (the guest) to meet him in the lobby in case a baggage
elevator has to be used.
9. The Bell Boy places the baggage at the bell desk. He hands
over the room key to the cashier and awaits confirmation from
him/ her that the billing formalities have been completed. In
the meantime, he attaches the hotel baggage tags or any
publicity stickers of the hotel onto the baggage.

10.The cashier signs the Departure Errand Card and hands it to

the Bell Boy as a cue to remove the guest baggage. The Bell
Boy deposits the errand card with the Bell Captain and
proceeds to remove the guest baggage using the baggage door
to the front porch.

11.He will proceed to load the baggage onto the transport.

He wishes the guest a pleasant trip and returns to the bell
desk for the next assignment
ARRIVAL ERRAND CARD
BELL BOY NO: DATE: TIME:
ROOM NO:
GUEST NAME:
BAGGAGE TYPE & NO:
•OTHER PACKETS REMARKS:
•HANDBAG
•BRIEF CASE
•SUITCASE

DEPARTURE ERRAND
BELL BOY NO: DATE: TIME: AM/Mg
CARD
ROOM NO: GUEST NAME:
BAGGAGE TYPE &
NO:
·SUITCASE
·BRIEF CASE
·HANDBAG
·OTHER PACKETS
CONCIERGE
Assist patrons at hotel, apartment or office building with
personal services. May take messages, arrange or give
advice on transportation, business services or
entertainment, or monitor guest requests for
housekeeping and maintenance.
Job Duties and Tasks for Concierge

1) Make dining and other reservations for patrons, and

obtain tickets for events.

2) Provide information about local features such as

shopping, dining, nightlife, and recreational destinations.

3) Make travel arrangements for sightseeing and other

tours.
4) Receive, store, and deliver luggage and mail.

5) Perform office duties on a temporary basis when

needed.

6) Pick up and deliver items, or run errands for guests.

7) Carry out unusual requests such as searching for hard-to-

find items and arranging for exotic services such as hot-air
balloon rides.

8) Arrange for the replacement of items lost by travelers.