BELL DESK PROCEDURE

Bell Desk is the first place that meets and greets the guest and helps the guest by carrying the
luggages.

Guest Arrival Procedure

Step 1: When a guest arrives, the doorman buzzes the Bell captain’s desk for a bell boy.

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

Step 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.

Step 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.

Step 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.

Step 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.

Step 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.

Step 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.

Step 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

Step 10: Wish the guest a pleasant stay and leave. Though it is an international practice to give tips,
Bell Boys should not solicit it.

Step11: Return to the bell desk and complete the baggage information on the arrival card and
surrender it to the bell captain.

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Arrival Errand Card

BELL BOY NO: DATE: TIME: AM/Mg

ROOM NO: GUEST NAME:

BAGGAGE TYPE & NO:

·SUITCASE
·BRIEF CASE
·HANDBAG
·OTHER PACKETS REMARKS:

Guest Departure Procedure

Step 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.

Departure Errand Card

BELL BOY NO: DATE: TIME: AM/Mg

ROOM NO: GUEST NAME:

BAGGAGE TYPE & NO:

·SUITCASE
·BRIEF CASE
·HANDBAG
·OTHER PACKETS REMARKS:

Step 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.

Step 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.

Step 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.

Step 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.

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

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Step 7.He switches off the air conditioning/heating and room lights and shuts and locks the door.

Step 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.

Step 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.

Step 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.

Step 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

Paging
Paging refers to a system of locating guests within the hotel precincts. The bell desk has a mini board
with bells on a long handle. The guest’s name and /or room number is written on the board. When a
guest has to be paged, the bell boy pages the guest by holding the board aloft around the lobby, coffee
shop or swimming pool, ringing the bell to draw the attention of all guests. The guest concerned
identifies himself. Paging is necessary when guests receive phone calls in the house phone or need to
be identified by a visitor or the hotel requires passing on an urgent message. Modern hotels have
public address system and paging can be done on the P.A.system.

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