Staff Organisation

Front Office Department

Reservation Section Business Center Concierge Desk Communication

Telex Fax Telephone

Lobby

Check-In Information Bills Section Cash Section Porters Lodge

Section Section

Door Looby Parking Luggage

Area Elevators Area center

Front Office Staff Organization:

 Front Office  Bell Boys/Porters/Page Boys

 Lobby Manager  Front Office Cashier
 Assistant Front Office Manager  Bills Clerk
 Front Office Supervisor  Doorman
 Front Office Assistants  Valet
 Reservation Clerk  Chauffer and Car Valet
 Receptionist/Informationist  Lift Attendant
 Senior Bell Captain/Head Hall Porter In Some Hotels, the following may also come under front
office:
 Telephone Supervisor
 Bell Captain/Hall Porter  Telephone Operator
 Concierge  Telex Operator
 Small Hotel (Approx.50 Rooms)

Front Office In-Charge

Reservation/Receptionist/Informationist Bell Boy Cashier Cum Bills Clerk

Medium Hotel (Approx.100 Rooms)

Front Office Manager

Asst.Front Office Manager/Lobby Manager

Reservationist Receptionist/Informationist Cashier Bell Captain

Bell Clerk

Bell Boy/Page Boys

Doorman

Lift Operator
 Large Hotel (Appox.350 rooms & Onwards)

Front Office Manger

Reservation Manager Asst.Front Office Manager Lobby Manger

Reservation
Supervisor
Senior Business Night
Informationist Center Manager
Manager
Senior
Reser Telephone Reception Night
Junior Business
vation & ist/Shit In- Auditor
Informa Center Clerks
Clerks Charge tionist
Computer
Operator Clerk Senior Front
Operators
Cashier

Trainees

Junior Bills Cashiers

Recepti Clerks
onist

Trainees Concierge Senior Bell Captain

/Head Hall Porter

Bell Boys/Hall Door Lift Valet Chauffer

Porter/Page Man/Li Operator / Car
Boy nk Man Valet
 Duty Rota and Work Schedule

Staff Requirement:

Staff requirement of a hotel depends on various factors. Some of them are as

follows:

1. Type of establishment (hotel, motel etc.)

2. Clientele (transient, residential)
3. Location of the establishment (city, urban, business center etc.)
4. Automatic/ semi Automatic
5. Nature of the business

How to analyze the requirement

1. There must be a balance b/w the human resources & logistics systems.
2. Work force analysis should match workload analysis.
3. Follow the labour regulations like weekly off, number of hours, in b/w
rest, etc.

Hotel Staff Duty Roster / Duty Chart Sample Format

A work shift or duty Chart shows the typical workload for employees in hotels,
There work shifts may vary with hotel occupancy and peak business days. This
also ensures that the staffs has sufficient time to note their working schedule for
the following week / month.
Common work shifts in the hotel are:
 Morning 0700hrs to 1500hrs
 Evening 1500hrs to 2300hrs
 Night 2300hrs to 0700hrs
 General 0900hrs to 1800hrs
 Break Shift 0700hrs to 1200hrs and 1800hrs to 2300hrs
Duty Roster are usually prepared by the supervisors and then authorized by the
HOD / Manager of the department.
Approved Duty rosters are then placed on the notice board on each
department. Staffs are not allowed to make any changes on the duty rosters, if
any changes required then the same has to be approved by the HOD / Manager.
 Bell Desk – Guest luggage handling procedure

 As soon as a taxi (or any other transportation) stops in front of the hotel /
porch, Bell Personal or Door man should open the passenger door.
 Greet the guest: "Welcome to [Your hotel name], I am [your name] do
you need some help with your luggage?"
o Help the guest to get out of the taxi (if needed).
o Take the luggage from the trunk (ensure with the guest that nothing
is missing).
o Ask for guest name: "May I have your name Sir / Madam?"
 Tag the luggage.
 Escort or guide the guest to the reception area or to the reception floor.
 Inform the guest that you will be taking care of their luggage.
 If the reception is located on another area or floor then, Check the PMS
and find out what room has been allocated to the guest.
 Write down the room number on to the luggage tag.
 Check with the FO team if the check-in formality is completed.
 If the room is ready then place the luggage on the luggage rack in the
room.
 If the room is not ready, then store the luggage in the store room on the
designated arrival shelve and update the Daily luggage register or log
book with the details.
 Escort the guest to the room if required and send the luggage by the staff
elevator only.
On Guest Departure:
 Collect the luggage from the guest room.
 Try to have a casual conversation with the guest on the way down: "Mr /
Ms. [Guest Name] I hope you enjoyed your stay with us. Would you need
a taxi to airport?"
 If the guest ask the luggage to be stored, tag the luggage accordingly
(guest name, room number, date and time of collection) and get the guest
signature on the - Long term luggage request form.
 Store the luggage on the designated departure area.
  If the guest is leaving the Hotel immediately after completing the check-
out procedure, then bring the luggage to portico.
 If taxi is waiting then load the luggage to the taxi and request the guest to
verify the loaded luggage.
 Update the departure luggage movement on the Daily Luggage
movement register or log book.
Luggage Storage Room:
 Luggage room should be always organized and neat.
 The luggage room is divided in 3 areas, arrival, departure, long term
storage.
 Each luggage has to be tagged using luggage tag (Sl no, Guest name,
date, room no, guest’s signature and time of collection).
 A phone number or email address must be on the long term storage
luggage form.
 Long term luggage storage register has to be completed and signed by the
guest.
 Following questions need to be asked while keeping in Items for long
storage:
a) Fragile Items
 Ask the guest if there are any fragile items in their suitcase,
 If yes, mark “Fragile” on the luggage tag.
b) Perishable
 For items who need to be kept cool (medication, food…) check with
Food and beverage kitchen.
 Record where the items are stored in the luggage register.
 For long term luggage storage ensure with the guest that there are no
perishable items inside the luggage.
Security & Safety
 Always keep the luggage room closed and dry.
 Do not leave guests alone in the luggage room.
 Remind the guest to keep their valuable item with them (Jewellery,
phone, wallet, camera, Ipad etc.)
  Log down in the bell desk log book and also on errand card each luggage
handling done (Arrival, Departure, Stored) etc.
Training Summary questions:
Q1. How to welcome the guest on Arrival?
Q2. What action to be taken if the allocated room is not ready?
Q3. What is the procedure for long term luggage storage requests?
Q4. Why it is important to confirm that there is no perishable items of the stored
luggage?
Q5. What all questions to be asked when storing items for long term?