Bellman Job Definition To work closely with the front desk staff, room service staff and other personnel in providing guest assistance with luggage, transportation and miscellaneous requirements.

Basic language skills Able to communicate with others Fit to perform physical tasks Equipment & Materials Usage Skills Product Awareness Policies & Procedures Awareness Contingency Plans Awareness

Required Materials: Sheets of papers, formats, pens, dry & wet dust pad. Task Process: Keep F.O area clean & Tidy Check Equipments & formats Prepare required materials for the operation Check VIP’ s list & prepare the materials for c/in & c/out

Fill in the bellman arrival card & stick the luggage stickers. Required materials: Bellman Cards, luggage stickers, luggage trolley or club cars. Task Process: Welcome the guest Fill in the bellman arrival card & stick the luggage stickers. Escort the guest to his assigned room (Use up selling techniques) Demonstrate the room facilities to the guest (Logic Sequence) Greet the guest & wish him/her a pleasant stay

Task Process: Required Materials: Bellman check-out card, luggage sticker, luggage trolley or club car. Task Process: Receiving expected departure list. Receiving check-out request / card. Warm Farewell: We hope that you enjoyed your stay We wish you a safe flight We hope to see you again “SOON”

Required Materials: Luggage store sticker, luggage trolley, store receipt & store record book. Task Process: Luggage & package receiving process for storing upon guest Check-in or Check-out. Issuing the serial store receipt & handed it over to the guest Store item delivery process Store room control / Inventory.

Conclusion Bellman Job Definition Bellman Basic Skills Bellman Main Tasks Organize the front office Area & prepare for C/In. Handling Guest luggage upon C/In. Handling Guest luggage upon C/Out. Proceed & Control Luggage Storing Service.

Telephone Operator Job Definition Receive and divert the incoming and out going calls, Also provide an efficient telephone service to in-house guests, outsiders and hotel management departments, although carry out his/her role in the emergency plan procedures.

Language skills High ability to Communicate with others Equipment& Material usage skills Financial awareness Product awareness. Policies & procedures awareness. Contingency plan awareness.

Required materials & Equipment: Telephone Console( switchboard), telephone operating manuals, a message pads, pens, information slips rack (manual system). Task Process: Answer calls from outside the hotel Answer in-house extensions Place the caller on hold only when necessary Route calls to guestrooms & in-house extensions. Take Messages.

Alert guests to messages. Make outgoing calls. Perform special telephone functions: change voice mail recorded message-respond waiting calls- use call back queuing- use forwarding- speed dials- put O.O.O telephones out or in service- D.N.D on guest phones – Conference call.

Required Materials: Wake-up call sheets, pens, telephone board, automated wake-up call system. Tasks Process: Take & record wake-up call requests. Input wake-up calls into an automated system, unless the guest is a VIP. Make manual wake-up calls. Keep track of manual wake-up calls. Follow up on un answered calls. File wake-up call sheets.

Required Materials: Switchboard & telephone directory. Task Process: Ask the guest for the telephone number. Carefully dial all the numbers.

Switchboard, telephone directory, computer & Restricted Guests list. Required Materials: Switchboard, telephone directory, computer & Restricted Guests list. Task Process: Check the list of restricted guests. Use the switchboard to restrict phones. Use the computer to restrict phones. Explain to guest with restricted phones that the calls must be made from a pay phone or charged to a credit cards

Required Materials: Switchboard, pens, telephone call vouchers, telephone vouchers summary sheet. Task Process: Figure/Calculate the guest’s telephone charges. Record the guest’s name, room number, the called phone number and charges on a telephone voucher. Turn in the telephone voucher to the front desk to be posted & added to the guest room account.

Conclusion Telephone operator Job Definition Telephone Operator Basic Skills Telephone Operator Main Tasks Use the switchboard Process Wake-up calls Help Guests Make International Telephone Calls Restrict Guest Telephones Process Guest Telephone Charges