TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

Region 02
Southern Isabela College of Arts and Trades
Santiago City

COMPTENCY BASED LEARNING MATERIAL

FRONT OFFICE
NC 11
Developed by:
Rodnessy C. Santago
Instructor 1

Sector :

TOURISM
Qualification :

Front Office NC II
Unit of Competency :

Provide Porter Services
Module Title :
PROVIDING PORTER SERVICES
SOUTHERN ISABELA COLLEGE OF ARTS AND TRADES
SANTIAGO CITY

SICAT
QA
SYSTEM

COMPETENCY BASED
LEARNING MATERIAL IN
FRONT OFFICE NC II

Document No. SQAS-002 – REG - 011
Issued by SICAT
May 2008
Page 1 of 27
Revision 01

How to use this Competency – Based Learning Material
Welcome to the learners guide for the module: PROVIDING PORTER
SERVICE. This Learning material contains training materials and activities for you to
complete. All learning materials are installed in this computer for your trainer for one
The unit of competency “PROVIDE PORTER SERVICE “contains the knowledge
and skills and attitudes required for a FRONT OFFICE NC 11 as Core Unit of
Competency.
You are required to go through a series of learning activities in order to complete
each learning outcomes of the module. In each learning outcome there are Information
Sheets Slides and Reference Materials for further reading to better understand the
required activities .Follow these activities on your own and answer the self –check at the
end of each learning outcome. You may remove a blank answer sheet at the end of each
module (or get from your facilitator/ trainer) to write your answers for each self-check at
the end of each learning outcome.
If you have questions, please don’t hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)
You may have some or most of the knowledge and skills covered in this learner’s
guide because you have:
worked for some time
Already completed training in this area
If you can demonstrate/show to your trainer that you are competent in particular
skills you don’t have to do the same training again.
If you feel you are competent on some of the skills, talk to your trainer about having
them formally recognized. If you have qualification or certificate of competence from
previous training, show it to your trainer. If the skill you acquire still relevant to the
module, they may become part of the evidence you can present for RPL.
If you are not sure about the currency of your skills discuss this with your trainer.

SICAT
QA
SYSTEM

COMPETENCY BASED
LEARNING MATERIAL IN
FRONT OFFICE NC II

Document No. SQAS-002 – REG - 011
Issued by SICAT
May 2008
Page 2 of 27
Revision 01

SQAS-002 – REG . A record of achievements is also you provided to your trainer to complete ones to complete this module. Read through the learning guide carefully. When you have successfully completed each element.At the end of this learner’s guide is a learner diary. With the aid of this materials you will acquire the competency and at your own pace. When you are ready. Work through all the information and complete the activities in each section. SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. As you work through the activities. When you have completed this module (or several modules) and feel confident that you have had sufficient practice. Most probably your trainer will also be your supervisor or manager. Use this diary to record important dates. Use the self check questions at the end of each section to test your own progress. Your trainer will tell you about the important things you need to ask question and practice on the job. This way you will improve both of your speed and memory and also your confidence. ask your trainer to marks on the reports that are ready for assessment. your trainer will arrange an appointment with a registered assessor to assess you. The results of your assessment will be recorded in your competency Achievement record. Ask for help. ask your trainer to watch you perform the activities outline in the learning guide. Jobs undertaken and to other work place and events that will assist you in providing details to your trainer or assessors. Suggested references are included to supplement the materials provided in this module. This will be the source of information for you to acquire knowledge and skills in this particular module with minimum supervision or help from your instructor. Read information sheets and complete the self check. ask for written feedback on your progress.011 Issued by SICAT May 2008 Page 3 of 27 Revision 01 . He/she is there to support you and show you the correct way to do thing. It is divided into sections that cover all the skill and knowledge you need to successfully complete this module. Talk to your own trainer and agree on how you will both organize the training of this unit. This module was prepared to help you achieved the required competency in Providing Porter Service. Talked to more experienced workmates and ask for their guidance. Your trainer keeps feedback/pre-assessment for this reason. Make sure you practice your new skills during regular work shifts.

After processing of registration of the guest. the bellman is expecting to carry the luggage of the guest until check out time. SQAS-002 – REG .011 Issued by SICAT May 2008 Page 4 of 27 Revision 01 . Knowledge and attitude required providing porter Service : 64 hours Nominal Duration Introduction : This module will guide each students to a quire the skills and Attitude in knowledge PROVIDI NG PORTER SERVICE This particular module consist of four learning outcomes (lO) Under each LO are assessment criteria that are use to guide the judgment weather or not a learner has achieved a learning outcome This unit defines the competency required to correctly Provide Porter to the guest. the trainee/ students must be able to: LO1: Handle guest arrivals and departures LO2 : Handle guest luggage LO3: Respond to guest for bell desk services SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. Prerequisite : SUMMARY OF LEARNING OUTCOMES: Upon completion of this module.Qualification : FRONT OFFICE Unit of Competency : Provide Porter Service Module Title : Providing Porter Service Module descriptor : This module covers the skills.

011 Issued by SICAT May 2008 Page 5 of 27 Revision 01 . SQAS-002 – REG .RESOURCES: Lecture room Learning Materials /resources This learning Package References Book SICAT QA SYSTEM : FRONT OFFICE PROCEDURES AND GUST RELATIONS COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No.

Monitor financial transactions ASSESTMENT CRITERIA: 1. LEARNING ACTIVITIES APECIAL INSTRUCTION Sheet #O1 Review and plan the expected Arrivals check-out and request Welcomed and direct the guest To the registration area Assist the guest with his luggage Escort the guest to his room Showed/explain the establishment/room Answer Self-check Check your answer Refer to Answer keyO1 Do Job sheet #O1 Do Job sheet #O1 Submit it to the Trainer Finished? Proceed to the next page for lO2 SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No.3 Guest with luggage are assisted in accordance with establishes procedures and safety requirements 1.1 Expected daily arrivals.2 Guest are welcomed promptly on arrival and directed to the appropriate area for registration 1.011 Issued by SICAT May 2008 Page 6 of 27 Revision 01 . SQAS-002 – REG . departures and request for major guest movements are reviewed and planned in accordance with establishment standards 1.LO1.4 Guest are escorted to rooms and where appropriate courteously showed/ explained the establishment/room features in accordance established procedures.

011 Issued by SICAT May 2008 Page 7 of 27 Revision 01 . 2. 4. Luggage storage system is operated correctly and in accordance with established procedures and security requirements 3. SQAS-002 – REG . LEARNING ACTIVITIES SPECIAL INSTRUCTION Sheet #O2 Transfer and deliver the guest luggage Operate correctly the luggage storage system Store and marked the luggage for easy retrieval Placed correctly the luggage in the storage system Answer Self-check #2 Check your answer Do Job sheet #O2 Refer to Answer keyO2 Perform the activity Finished? Proceed to the next page for lO3 SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No.Handle Guest Luggage ASSESTMENT CRITERIA: 1. Guest luggage is safely transported and delivered to the correct location within appropriate timeframes.

Bell desk services are provided promptly and in accordance with establishment’s security and safety requirements 2.011 Issued by SICAT May 2008 Page 8 of 27 Revision 01 .Respond to Guest for Bell Desk Services ASSESTMENT CRITERIA: 1. SQAS-002 – REG . Colleagues and other departments are liaised with to ensure effective response to bell desk request. where appropriate LEARNING ACTIVITIES SPECIAL INSTRUCTION Sheet #O3 Provide bell desk service All staff are Responsible For bell desk request Answer Self-check #3 SICAT QA SYSTEM Check your answer Refer to Answer keyO3 Do Job sheet #O3 Perform the activity COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No.

011 Issued by SICAT May 2008 Page 9 of 27 Revision 01 . It is noted that a bell staff in direct personal contact with guest. SQAS-002 – REG . always polish and good condition Have a well shave face. clean hands and fingernails Have a well groomed hair. Their behavior while on duty reflect the image of the property.INFORMATION SHEET Adopted from Front office procedures And guest relations BELL SERVICE Bell Service . neatly cut and combed Wear a clean and neat uniform Possess good body posture Have a sound health SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. Attending to their luggage and doing errands for the front desk.is responsible for escorting guests during check-in and check-out. Regulation and Behavior of Bell service Staff Certain regulations and behavior should be properly observed when working in this section. Wear dark brown or black slacks Wear black shoes. hence. All Bell Service Staff Should…. certain guidelines should be strictly enforced so the performance of their activities are based on the regulator standard of the hotel.

SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. SQAS-002 – REG .011 Issued by SICAT May 2008 Page 10 of 27 Revision 01 .

Performs other related duties as maybe assigned by superior SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. packages and messages. 5. Attends to the safe and proper storage of guests valuables in the Bell Station as Well as their issuance to owners. maintains a Logbook of critical incidents and complaints 9. FAX. Assists the guest upon check-out carries his luggage. Specific Function: 1. Attends to guess’ inquiries. leads him to the Front Desk For a clearance and payment and escorts him towards his vehicle 6. following standard procedures 8. Orients the guest about the facilities and amenities in the room and informs him of House services and facilities 4. Responds to desk clerk’s call for guest assistance including the delivery of guest’s Mails. Assists a guest when a room transfer service is called for 7. SQAS-002 – REG . requests and complaints 10. unloads Their luggage and leads them to the Front desk for registration. 3. 2. opens the door of their vehicles.011 Issued by SICAT May 2008 Page 11 of 27 Revision 01 . Welcomes and greets incoming guests. Prepares errand report and other reports as maybe required by superior. Receives rooming instructions room the desk clerk and escorts the guest towards His room.Doorman/Bellboy Basic Function: Assists/escorts during check –in and check-out and runs errand for The Front desk.

package and messages.Most medium size and large hotels have separate Bell service unit that attends to the following service. 6. Responding to all service calls of hotel guests. Assisting guests during the check in and check out. Assisting guests during room transfer. SQAS-002 – REG . SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. Monitoring cleanliness and orderliness of the lobby and coordinating with housekeeping Unit for paper cleaning. 5. 3. In small guests with very few guests. Doing errands from the Front Office. there is no separate Bell Service unit.011 Issued by SICAT May 2008 Page 12 of 27 Revision 01 . The job of a doorman is done by the security guard. Observing and reporting all unusual circumstances accruing at the lobby such as entry of unauthorized and suspicious paper person’s disorderly conduct of unknown persons. 7. The clerk simply request the housekeeping Unit to send a room boy to assist guests with their luggage during check in and check out. presence of suspicious objects. 1. etc. 2. 4. including the delivery of guests’ mail. Providing escort and luggage assistance to arriving and departing guests.

011 Issued by SICAT May 2008 Page 13 of 27 Revision 01 . SQAS-002 – REG .TROLLEY/BELLBOY’S CART BELLBOY’S CART.Use for stocking or carrying guest luggage SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No.

Direct the guest to the Front Desk while carrying the luggage in the cart. business center. 6. The bellman shall open the room with the key and switch on the light. “This way to your room Mr._______________” 7. the hotel has provisions for room service from_____ to______. 10. “This way to the front desk sir. 9. Inspect room and bathroom – check for busted bulbs. “May I help you with your luggage sir/mam?” 3. our hotel has an entertainment bar called__________ operating from___ to ____. lunch and dinner. Long distance facilities. Unload the guest’s baggage. laundry. There is laundry bag in your drawer together with the laundry rates. You may also dine at some of our outlets like …… operating from… to… serving breakfast. products/services o Room service. Explain operation of TV if it needs special instructions. SQAS-002 – REG . As guest registers. Sell Hotel services. When this is occupied or not yet ready. “For your convenience. “Good morning sir/mam. “Could you check sir if your entire luggage are complete before we let go with the cab? 4. he shall show him the room and bring in the baggage. should d you wish to go for entertainment.” 2. dirt’s. welcome to our hotel. Knock or activate the door bell before entering the room to verify if there is someone inside and to make sure it is available before opening it for the guest. You may also avail of our laundry service. Offer to unload guest’s luggage from the vehicle. Greet and welcome the arriving guests. etc. count each peace and inform the guest of the total count for the letter to check and to make sure that all his traveler’s effects were taken out of the cab and accounted for. The room service menu is on top of the nite table. Inform guest of: o Outlets and operating time.” SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. 8. Receive key and rooming instructions from the desk clerk then lead the guest to his room. the bellman shall tactfully inform the guest of the mistake and ask for a replacement via the telephone. 1.011 Issued by SICAT May 2008 Page 14 of 27 Revision 01 . He shall explain the use of facilities in the room such as air-conditioning thermostat control.” 5. and then let the guest in. bathroom light switches etc.JOBSHEET LO1 SERVICE PROCEDURES DURING CHECK – IN When a guest reaches the hotel. stand by to receive rooming instructions from the Desk Clerk. he should be warmly received and assisted by the doorman/bellboy following the following procedures. and defective amenities.

Take leave f the guest and ask if everything is ok. The number of luggage and the room number.011 Issued by SICAT May 2008 Page 15 of 27 Revision 01 . “Is everything satisfactory Mr. Inform the Bell Captain or the Front Office manager of unusual behavior of the or condition of the baggage.” “I hope enjoy your stay in our hotel. SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. SQAS-002 – REG . Guest? Is there anything else I can do for you? “ “Please call us should you need further assistance. He must also call the attention of the housekeeper Supervisor the noticing any direct in the room.11. 13. Record the check – in on the bellman Control Sheet.” 12. As a last gesture he shall demonstrate his willingness to be of further help and bib the guest a pleasant and enjoyable stay.

SQAS-002 – REG . fill up the check out slip. Before loading the baggage of the guest to any vehicle. Check the room Key rack of the vacated room upon reaching the lobby. 3.O. ask first if the luggage are complete.). number of the items to be picked up and the name of the bellman assigned to answer the call. 6. 5. indicating therein The room number. The guest is brought to the Desk Clerk / FO cashier for bill settlement or payment clearance while on stand by until the guest is ready to be assisted to his vehicle. then load them to the cab and wish the guest a pleasant trip. The Desk Clerk shall check if the key has been returned and then she shall singe on the checkout slip. SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. Upon advice of the guest checkout. 2. is attached to the storage baggage. Proceed to the guest room and remind the guest to double check the drawers. Time-stamp the Check – out slip and surrender it to the Front Desk after the service.C.011 Issued by SICAT May 2008 Page 16 of 27 Revision 01 . 4. closet the bathroom to make sure that nothing is left behind.CHECK . If the key has not been returned the bell man shall ask the guest to return it.OUT PROCEDURE 1. The bell man shall also ask for the cashier’s clearance signature on the check out slip together with a note stating (please check with F. The baggage shall note be taken out of the hotel unless the account is paid in full by the guest and the cashier has signed on the checkout slip.

What are the Regulation and Behavior of Bell service Staff Answers: Wear black shoes. 4. Give me one specific duties of a bellman Answer: Receives rooming instructions room the desk clerk and escorts the guest towards His room. always polish and good condition Have a well shave face. 3.011 Issued by SICAT May 2008 Page 17 of 27 Revision 01 . What is the used of bellman’s cart Answer: -It is used for stocking or carrying guest luggage 2. neatly cut and combed Wear a clean and neat uniform Possess good body posture Have a sound health Wear dark brown or black slacks SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. SQAS-002 – REG . clean hands and fingernails Have a well groomed hair.SELF CHECK LO1 1. What is the basic function of a bellman Answer: Assists/escorts during check –in and check-out and runs errand for The Front desk.

Learning Outcome 2 Adopted from Front office procedures And guest relations BAGGAGE TAG – A personal identification attached to a piece of luggage STORAGE OF LUGGAGES 1. 2. e. SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. d. Specify the noted defect on the item prior to receipt. Tag each item with a baggage Claim Check. c. Store luggage in the luggage room making sure that the smaller. size. d. and other leading characteristics. Time stamp the claim check portion. shape. SQAS-002 – REG . Leave the luggage tag portion attached to the item. lighter ones are in top of the heavier ones. Detach the claim check portion. b. Attach the baggage Claim check to the item to be stored. 6. c. Indicate also the identifying feature such as color. b. The bell boy/bell captain shall deposit the item in the luggage room. Indicate if item is breakable and store them safely in the cabinet. Before storing the item: a. 3. Time stamp the baggage Claim Check.011 Issued by SICAT May 2008 Page 18 of 27 Revision 01 . 4. Inspect all items for storage as to their condition before accepting them. The bell boy/bell captain shall enter the item in the package Storage Record (Logbook) 7. The bellboy/bell captain shall: a. Hand the claim check portion the guest. Ask the owner to read the conditions stated at the back of the Baggage claim form have him/her sign. 5. Fill the baggage claim check complexly making sure that item has been properly and clearly described in the baggage Claim Check.

b. cross out the withdrawn claim cheek and time stamp at the back the time of insurance. If the claimant is the owner himself or the person who originally endorsed the item.011 Issued by SICAT May 2008 Page 19 of 27 Revision 01 . 2. a. If the claimant is representative perform no.1. If the claimant can present the requirements. Valid ID. File all baggage claim check. When require documents are presented. SQAS-002 – REG . 5. or he is authorized representative. the bell boy shall determined if the person claiming the item is the owner Who left them for safekeeping. a specific written authorization b. 4. Ask claimant to sign to acknowledge receipt of the item. Valid ID of the owner of the item. 3. After insurance. proceed to step 2 and 3.WITHDRAWAL OF STORAGE BAGGAGE 1. issue luggage upon presentation of baggage tag. refer the matter to the duty manage/supervisor for proper disposition./ticket. a. Require the representative to present.1 below.(business card and residence certificate are not considered valid ID) c. the bell boy/bell captain shall retrieve the The items from the storage area and detach the claim. Storage room SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. If not.

How will you handle lost and found items? Answer: Bring the items ro the lost and found section under housekeeping department SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. Always count the luggage of the guest and handle with care.SELF CHECK LO2 1. What will you do in carrying items? Answer: Handle with care. 4. 2.011 Issued by SICAT May 2008 Page 20 of 27 Revision 01 . report to the front office that the guest need to transfer to another room 3. The guest is assisted to his room but the room is already occupied. What will you do if the guest luggage is moving? Answer: Hold the item close to your body step carefully. 5. SQAS-002 – REG . What will you do to protect guest luggage from getting lost and damage? Answer. what will you do? Answer: Apologize to the guest.

The extension of the assistance can be properly demonstrated when bellman (intended) initiates the move of assisting the guest in whatever way possible. SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. 1. Carry baggage into the lobby As the guest approaches the front desk it is expected that the bellman uses the proper approach in helping out with his luggage. the feeling of recognition and welcome the boosts the guest ego that he is being remembered. In this situation the bellman takes charge of seeing to it that the guest accommodation is properly taken cared of. Greet the guest and offer assistance Always begin a conversation by greeting the guest a friendly tone of voice and pleasant facial expression.Learning Outcome #3 Adopted from Front office procedures And guest relations PROCEDURE OF ROOMING GUEST As soon as the desk assigns the room to a guest. Reflect the manner or mood of service extend to the guest when one is familiar with the guest’s name it would be much appreciated if they are being addressed by their name. the bell man continuous the task of efficiently roaming the guest.011 Issued by SICAT May 2008 Page 21 of 27 Revision 01 . In this way. SQAS-002 – REG . 2.

SQAS-002 – REG . Lead and carry luggage to elevator The guest expects the bellman to lead the way since he is more familiar with the location of the elevator and the rooms. Obtain key and roaming slip from desk clerk The roaming slip contains the name of the guest and assigned room minutes as the clerk it will give him an idea to address the guest by his name and lead him to his room. 4. Lead Guest and carry luggage to the room SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No.3.011 Issued by SICAT May 2008 Page 22 of 27 Revision 01 . Enter the elevator To show the courtesy to the guest the bellman enter the elevator first so that he can hold the door of safely lead the guest luggage are placed in the side of the elevator (preferably at the back of the elevator operator) so as no to block the entrance of the guest 6. 5. 7. It is polite to say “ This way please” when talking the guest when carrying luggage it should always be properly handled with care as guest are sensitive to the way their personal belonging are being handled by others. Call floor number Address the elevator operator with courtesy as to what floor you would want to be dropped off.

If the room is warm and there is no air conditioning. The bellman explains the operations of the air con system. 8. Switch on Air conditioner and Explain Operation Bellman immediately turns on the air condition so as to make the room comfortable for the guest. The guest is usually transferred to another room which might be more comfortable SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. Put the luggage on the rack to make it convenient for the guest when opening his bag 9. Enter room and place luggage on rack The bellman opens the door of the room. SQAS-002 – REG . It is important that the bellman shows the guest on how to open the hotel window to avoid accidents when he is alone. open the hotel window. 10. Switch on the light to make the room attractable an inviting. thus it is important to play on the safe side by explaining how it works. Air cons controls should be properly demonstrated so that the guest will have the freedom to regulate temperature they wish to have.Again always lead the way while on the way to the room open a conservation to make the guest at ease. immediately call the attention of the Front Desk Clerk so that the proper instruction can be done.011 Issued by SICAT May 2008 Page 23 of 27 Revision 01 . Some guests may not familiar with the air conditioning system of the hotel. Call desk clerk if guest is dissatisfied with the room When the guest is not happy with the room assign to him.

crimes like purse snatches. especially on smaller hotel properties. and handbags left casually on the lobby floor. SQAS-002 – REG . elevator banks. bellman. Without competent curbside security. Important access points include the front. or side entrances. lounge. SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. In large metropolitan hotels. car thefts. A doorman can monitor a property better if the number of entrances is limited. Criminals don’t like doormen for two reasons: First. and restaurant entrances. and concierge desks in a position to view critical access points. especially at night. and luggage thefts would increase substantially on most urban properties. the ground floor lobby presents another major opportunity to deter crime. The best security designs position the registration. back. and second. Nothing instills more confidence in a hotel guest than a capable doorman who greets and makes eye contact with them as they enter the property. In a high-rise hotel. This design philosophy gives the hotel the advantage of making the criminal feel "out of place" and therefore more likely to be deterred. briefcases.011 Issued by SICAT May 2008 Page 24 of 27 Revision 01 . they don’t want to be identified. extra attention needs to be paid to guest luggage. they don’t want to be captured should they have to escape in a hurry.Security and safety requirements Highly visible doormen and valet parking attendants are a great crime deterrent.

indicating therein the room number of the new room of the guest. 5. 4. Then shall endorse the message to the guest if he is in the room. The Front Desk shall advice the Telephone Exchange of the new room number. They will be brought to the guestroom by the bellman upon receiving instructions from the desk clerk. have them checked by the guest for completeness and leave the room only after making sure that the connecting doors are closed and the room is in good order. If a cable or package will be delivered.ROOM TRANSFER 1. The bellman shall get the message (duplicate copies) from the Front Desk. SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. making sure that nothing is over looked or left behind. The bellman will knock or activate the doorbell and announce “bell Service”. Duplicate copies of all in – house guest messages are to be received at the Front Desk. The bell Captain. SQAS-002 – REG . The bell-man shall pick-up the key of the new room and shall proceed to where the guest is waiting to be moved. After unloading and arranging the guest’s belongings on their proper places. the guest will be requested to acknowledge receipt of the items by signing the in the duplicate copy/or package or cable logbook. 2.011 Issued by SICAT May 2008 Page 25 of 27 Revision 01 . MESSAGE DELIVERY: 1. with the cart if there are several items to be transfer. All luggage of the guest shall be loaded to the bellman’s cart. 2. 3. Then accompany the guest to his assigned room after taking the key of the former room. upon receipt of the room change notice from the desk clerk shall Record the room change’s in bellman’s Control Sheet. 3.

6. If the guest has checked out. Sometimes a mail or package may arrive open or in poor or damage condition. mail is place in the holding rack and the notation is made on the guest reservation card that said guest has a mail. he calls the Front desk who then tells the guest that he or he has a mail. The Bell station is allowed to received guest mails and packages. efficiently. SQAS-002 – REG . this must be recorded at the time of receipt. 5. If the mail or package has defect. 3. If the guest is not registered but expected to arrive. In some hotel using hightech electronic telephones. 4. a. the bell is ask to slip a message to the guest room (usually under the room) informing him of a mail that he can claim at the front Desk. or mail is not picked up within ten days. But in some hotels. If the guest is registered. the guest clerk shall place the mail in the guestroom slot or mail rack or key rack whichever is used. Mail should be time-stamped at point of receipt. he should bring him the logbook for the guest to sign acknowledgement that he has received his mail. When the guest notices the light. Mails for guest are usually received at the front desk. SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No. When the bellboy delivers the mail. the mail shall be sent to the following addresses left by the guest. Guest rely on front office personnel to deliver this quickly. 7. b.DELIVERY OF GUEST’S MAIL 2. Some guest attending special function or meetings expect some materials for he delivered to the hotel. Mails are to be delivered to the guest by the bellman. It is important to tell the guest beforehand before he will not place the blame in the Front Desk. When the guest is not in his room.011 Issued by SICAT May 2008 Page 26 of 27 Revision 01 . Mail shall be returned to the post office if a forwarding address is not known. a message indicator light may be returned on in the guest room. and sometime in person.

What is the procedure in entering an elevator? Answer: the bellman enters the elevator first so that he can hold the door of safely lead the guest luggage is placed in the side of the elevator.SELF CHECK LO3 1. SQAS-002 – REG . so as no to block the entrance of the guest 2.Emphasize with the guest complain A-Apologize to the guest T. What will you do in lifting items? Answer: Knee bend and straight body 5.Take an action and be responsible for the complains 3. How will you ensure the safety of the guest inside the room? Answer: Always check the room. even the facilities if they are in a good condition 4. SICAT QA SYSTEM COMPETENCY BASED LEARNING MATERIAL IN FRONT OFFICE NC II Document No.011 Issued by SICAT May 2008 Page 27 of 27 Revision 01 . How will you handle guest complaints? Answer: H-ear the guest E. Guest complaints that the air conditioning unit is not cooling. How will you handle the situation? Answer: Apologize to the guest and report to the maintenance department.