GUESTS’ STAY

OCCUPANCY

Prepared by:
Jennifer Gorospe-Sese, CHP®,CGSP, MBA
• To define the importance of Guest Stay.
• To describe the attributes, function, duties and responsibilities of:
a.) BELL SERVICE SECTION
b.) TELEPHONE EXCHANGE SECTION
• To demonstrate the functions of Bell Service and Telephone
Exchange section
• To learn Club Membership and other Club facilities
• To internalize the importance of Bell Service and Telephone
Exchange Section in delivering excellent service to Guest Stay.

Learning Outcomes
 BELL SERVICE

Unit 7 Bell Service

The bell service is usually located
near the door before the front desk
counter. The position makes it
possible for bell service staff to easily
see arriving guest’s, hence the
assistance of guest luggage is the
primary responsibility of these
personnel.
 BELL SERVICE FUNCTION
1. Bell service is responsible for escorting guests during
check-in and check-out, attending to their luggage and
doing errands for the front desk.
2. Responding to all service calls or hotel guests' mail,
package and messages.
3. Monitoring cleanliness and orderliness of the lobby and
coordinating with housekeeping unit for proper cleaning
4. Observing and reporting all unusual circumstances
occurring at the lobby such as entry of unauthorized and
suspicious persons, presence of suspicious objects, etc.
5. Doing errands for the front office
 CHECK-IN ASSISTANCE
1. Greet and welcome the arriving guest
2. Offer to unload the guest’s luggage from the
vehicle. “May I help you with your luggage, sir?”
3. Count each piece and inform the guest of the
total count for the latter to check and ensure that
all his travelers effect where taken out of the
vehicle and accounted for. Sir, kindly check if all your
luggage are complete before we proceed to the front desk.”
4. He shall direct the guest to the front desk as he
carries the luggage in his cart.
4. As guest’s registered, bellboy shall stand by to
receive rooming instructions from the desk clerk.
5. Receive key and lead the guest to his room.
“This way to your room Mr/ Mrs.?
6. Every time a bellman enters a room, he should
knock first to verify if there is someone inside.
When the room is occupied or not yet ready, the
bellman shall tactfully inform the guest of the
mistake and ask a replacement via a telephone.
7. The bellman shall open the room with the key and
switch on the light, then let the guest in. He shall show
him the room and explain the use of the facilities in the
room.
8. Sell hotel services, inform guest of:
-outlets and operating time; products/services
-room service, long distance facilities, business
center, laundry, etc.
9. As a last gesture, he shall assure the guest of his
willingness to be of further help and bid him a pleasant
and enjoyable stay. Is everything satisfactory sir? Please call us should
you need further assistance, I hope you enjoy your stay in our hotel”
CHECK-OUT ASSISTANCE
1. Upon receiving notice of check-out, the front office
shall inform the bell service who will provide the
check-out assistance. The assigned bellboy shall fill-
up the check-out slip, indicating therein the room
number, number of items to be picked up and his
name.
2. He shall proceed to the guest room and shall remind
the guest to double check the drawers, closet and
bathroom just to make sure that nothing is left behind.
3. The guest is brought to the front desk/ cashier
for bill settlement while on stand by until the
guest is ready to assisted to his vehicle.
4. Before loading the guest baggage to his
vehicle the bellman shall ask the guest if the
luggage are complete, then load them to the car.
Thank the guest for the patronage and wish him
a pleasant trip.
5. The bellman shall time-stamp his check-out
slip and surrender it to the front desk.
 STORAGE AND
WITHDRAWAL OF LUGGAGE
STORAGE
• Tag each baggage with a baggage claim check
• Before accepting items for storage, inspect their
condition. also indicate if the item is breakable
and store them safely in the cabinet.
• Store luggage in the luggage room
• The bellboy will enter the item in the packages
storage room
• Deposit the item in the luggage room
WITHDRAWAL of Luggage
• Determine if the person claiming is the owner who
left them for safekeeping, or he is an authorized
representative.

REQUIRE THE REPRESENTATIVE TO

PRESENT:
1.Specific authorization letter
2. Valid ID card
3. Valid ID of the owner of the item
withdrawal of luggage…
• Retrieve the items from the storage area
and detach the claim tag.
• Ask claimant to sign to acknowledge
receipt of the items
• Cross out the withdrawn claim check
and time stamp at the back the time of
issuance
• File all baggage claim check.
 CLUB
MEMBERSHIP
https://thebaguiocountryclub.com/

http://thebaguiocountryclub.com/about-us/
TELEPHONE
EXCHANGE
SECTION
 TELEPHONE EXCHANGE FUNCTION
1. Respond to all incoming calls. Screen calls of hotel
guests and executives (as instructed).
2. Process long distance, overseas call request of guests
and prepare charges accordingly.
3. Disseminate information about hotel facilities and
services to callers through the telephone.
4. Take down and disseminate messages for in house
guests.
5. Attend to wake up call request.
6. Prepare all required reports.
 TELEPHONE MANNERS AND ETIQUETTES
Manners
• Answer calls promptly and pleasantly on the second ring, at
most. DO not discourage or intimidate the caller by sounding
indifferent, threatening or irritated.
• Always have a notepad and pen by your phone so that you can
take messages correctly. Use a call sheet to track your calls.
(Write in notepad the time and date of your call, who you tried
to speak to, anything important that transpired from the
telephone conversation)
ETIQUETTE
• do not let the phone ring many times
• do not answer the telephone by only saying “HELLO?”
• always identify yourself at the beginning of all calls.
• do not lean back in your chair when speaking on the
telephone. Sit up or stand during the conversation
• do not allow interruptions to occur during
conversations. Do not carry on side conversations with
other people around you
ETIQUETTE
• be sensitive to the tone of your voice. Do not
sound overly anxious, aggressive or pushy. It is
important that your tone conveys authority and
confidence.
• don't be too casual or being informally friendly
when speaking. Always address a guest by last
name and use appropriate address like “Mr,
Ms, Dr, Atty.
ETIQUETTE
• Do not get defensive or hostile when called by an
irate, angry, or shouting guest
• When called by a guest who consults for his/her
problems, apologize and solve the problem. Inform
the caller what would you do next and ask if that
would satisfy the guest.
• Always thank the caller at the end of the call.
 HANDLING INCOMING AND OUTGOING
CALLS
• When answering an outside call, you may say: “thank you
for calling UB hotel, good morning! This is Jen, how may I
direct your call?”

• You may also say: “good morning! UB hotel. How may I

help you?”
 HANDLING INCOMING AND OUTGOING CALLS
• When answering internal call, you may say: “Good
morning, this is Jen from the Front Office. How may I
assist you?”
• When connecting a phone call, you may say: “May I know
who do you want to speak with?” and “Thank you sir. One
moment please, I'll connect you now.”
• You may also say: “I'm sorry sir, nobody answers, would
you like to leave a message?” and “Thank you for
calling.”
• If you wish the caller to identify himself/herself, ask politely:
“May I know who's calling please?”
• In case you get a wrong number, you may say: “I'm sorry sir/
ma'am, you dialled a wrong number. This is UB Hotel.”
• Some ways of saying goodbye: “Thank you for your time. I
know you're busy so I won't keep you.”
• You may also say: “Nice speaking to you.” and “That's fine,
thank you for your time. Goodbye.”
 WAKE-UP CALLS
WHAT IS WAKE-UP CALL?
• Wake-up call is an in-house telephone call to
a sleeping guest at a specific time to wake
him up, predetermined by the guest.
• It is generally done in the morning but the
guest may require anytime of the day.
 Wake up calls
• Many hotels already employ an Automated Wake up
call systems that are monitored by the telephone
exchange or PABX.
• When delivering personalized wake up call, the
operator should use the guest’s name.
• When the calls fails to reach the guest after 3 rings,
the T.O. should notify a hotel staff for him to check
the status of guest. (for manual wake up call)
question?