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11
TLE – HE – FRONT OFFICE
SERVICES
Quarter 4 – Module 1:
PROVIDE PORTER SERVICES
Hotel Procedures for Handling Luggage
TLE – Grade 9
Alternative Delivery Mode
Quarter 4 – Module 1: Hotel Procedures on Handling Luggage
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in any
work of the Government of the Philippines. However, prior approval of the government
agency or office wherein the work is created shall be necessary for exploitation of such
work for profit. Such agency or office may, among other things, impose as a condition
the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this module are owned by their respective copyright
holders. Every effort has been exerted to locate and seek permission to use these
materials from their respective copyright owners. The publisher and authors do not
represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Pamela May A. Cadorna
Editor: Joseph S. Mapili
Reviewers: Joseph S. Mapili & Gina S. Zerna
Typesetters: Joseph S. Mapili, Ivah Mae C. Estoconing
Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
Joelyza M. Arcilla EdD Maricel S. Rasid
Marcelo K. Palispis EdD Elmar L. Cabrera
Nilita L. Ragay EdD
Antonio B. Baguio, Jr. EdD

Printed in the Philippines by ________________________

Department of Education –Region VII Schools Division of Negros Oriental

Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: negros.oriental@deped.gov.ph
 9

TLE
Quarter 4 – Module 1
PROVIDE PORTER
SERVICES
Hotel Procedures for Handling
Luggage
 What I Need to Know

This module was designed and written with you in mind. It is here to help you master
the nature of the Nutritional Needs of Children. The scope of this module permits it
to be used in many different learning situations. The language used recognizes the
diverse vocabulary level of students. The lessons are arranged to follow the standard
sequence of the course. But the order in which you read them can be changed to
correspond with the textbook you are now using.

After going through this module, you are expected to:

1. Explain the process for providing bell desk service;

2. Familiarize the step by step procedure for handling group luggage at arrival
and departure; and
3. Value the importance for handling guest’s luggage in a hotel.
 What I Know

Direction: Arrange the steps below according to the procedure in luggage handling
upon guest arrival by writing the appropriate number of the steps on the blank
provided before each number.

______1. The bell boy will ask the front office staff the accommodation number
allotted to the guest.
______2. He will write the accommodation number on the luggage tag and confirm
if the guest registration formality is complete.
______3. If the room is ready, he will take the luggage to the room by the staff
elevator and place the luggage on the luggage rack.
______4. If the room is not ready, the luggage will be taken to the store room.
______5. The luggage details will be recorded into the Daily Luggage Register.
______6. He takes the luggage inside and ensures that nothing is left in the vehicle.
______7. He will ask the guest’s name politely and tag the luggage with the guest
name.
______8. He will ask if there is anything fragile or perishable is in the luggage and
add this information on the luggage tag so as to handle it more carefully.
______9. He will inform the guest that their luggage is with him.
______10. He will escort the guest to the hotel reception.
______11. A bellboy is assigned to look for the new arrival of guest.
______12. As the guest vehicle stops at the hotel entrance, the bell boy should open
the vehicle door and greet the guest
______13. The bell boy will help the guest with his luggage.
______14. He will also help the elderly/disables guests to get out of the vehicle if
necessary.
______15. He will inform the guest that he will be taking care of their luggage bring
it their accommodation.

ii
 Lesson
Hotel Procedures for
1 Handling Luggage

Luggage refers to the bags, suitcases, etc. that contain the guest’s possessions
he brought along with him when he check in at the hotel.

Hotel must ensure to handle luggage carefully as it may contain breakable or

fragile items. It is imperative for hotels to treat luggage as an item of great value and
never be left unattended, particularly outside the hotel entrance. Luggage labels or
tags will ensure the luggage is delivered to the owner.

Notes to the Teacher

This contains helpful tips or strategies that will
help you in guiding the learners. The following
are information that would lead to the activities
and assessment. Some activities may need your
own discretion upon checking, or you may use
rubric if provided. Please review the activities
and answer keys and amend if necessary.

1
 What’s In

Direction: Give at least 5 features of a hotel club. Write your answer on your
activity notebook.

1.
2.

3.

4.
5.

What’s New

Direction: List down 5 things you bring with you when you travel. Write your answer
on your activity notebook.

1.
2.
3.
4.
5.

What is It

Luggage Handling

Luggage refers to the bags, suitcases, and other containers that hold the
guest’s possessions he brought along with him during checking in at the hotel. Hotel
must ensure that persons responsible for the guest’s luggage must handle it carefully
as it may contain breakable or fragile items.

2
 Luggage handling of guests is done on several occasions such as arrival,
during stay (change of room), and at the time of departure.

up bell activity—this is the activity done when the luggage of the guest is
moved from car/taxi at the time of arrival to the lobby and further to the allotted
room

down bell activity—the activity When the luggage of the guest is moved from
room to lobby and further to the car/taxi at the time of departure.

The baggage is collected from the room upon request. A left luggage register is
maintained in this case and an entry is made in this book. A baggage ticket (which
has two parts) is used. One part is attached to the luggage and the counterfoil is
given to the guest. This portion details the hotel’s liability exemption clause. When
the guest comes to collect his luggage he has to produce his portion of the baggage
ticket. The luggage storeroom must be secure at all times.

The Bell Desk

A bell desk is an extended arm of the front desk. There are many activities at
the time of arrival, during the stay, and at the time of departure of the guest which
cannot be carried out from the front desk but are to be carried out essentially, in
order to provide services to the guest. As the name suggests it is a small
desk/counter in the lobby near the main entrance of the hotel. The bell desk should
be situated in clear view of the front desk, cashier, and particularly the doorman
standing outside the lobby, so that the doorman may signal for a bellboy at the arrival
of a guest. Further, it is also important that the bell desk is situated near the luggage
center and luggage entrance.

Functions of Bell Desk

1. Transport guest luggage to and from guestrooms.

2. Escorting and rooming of the guest.

3. Provide information to the guest regarding hotel facilities.

4. Co-ordinating and providing left luggage facility.

5. Delivering mail, packages, and amenities to guestrooms.

6. Load and unload guest luggage from cars.

7. Opening door and welcoming guest on arrival.

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 8. Escorting guest to reception.

9. Distribution of newspapers and magazines in the guest room

10. Assisting the guest with outside errands such as getting cinema tickets,
buying any medicine, cosmetics etc. for the guest from outside.

11. Arranging for city tours.

12. Paging for guests.

13. Identifying potential skippers and scanty baggage guest.

The Bell Staff

The bell service staff in hotels is typically responsible for unloading luggage at
curbside upon a guest's arrival, as well as delivering the luggage to a guest's room
after check-in.
The Senior Bell captain
The overall supervisor of the bell desk and he usually takes care of the
morning shift as most arrivals and departures are scheduled for 12 noon.
The Bell Captain
One bell captain is present each shift and is responsible for the supervision of
the shift. He looks after the guest luggage movement, left luggage and organises
errands for guest and management. The bell captain records the attendance of the
bell boys and trainees at the beginning of each shift and does briefing of staff and
passes on special instructions to them about their activities and conduct during the
shift.
The Bell boy
The bell boys are also called porters or bell hops. Their main job is to carry
guest luggage, and do errands.
Transportation Supervisor
The transportation supervisor reports to senior bell captain. He is in charge of
monitoring all transport movements. A number of drivers report to him.
Doorman
Doorman receives guests at the hotel porch and welcomes them. He helps the
guest with opening the door of cars and lobby and informs bell desk. His main job is
to ensure that there is no traffic jam in the porch.
Valet Parking Attendants
The valet parking attendants assist local visitors to park cars in parking lot
and also retrieve cars when visitors depart.

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Luggage Handling Procedure
Upon Arrival of Guest
1. A bellboy is assigned to look for the new arrival of guest.
2. As the guest vehicle stops at the hotel entrance, the bell boy should open the
vehicle door and greet the guest
3. The bell boy will help the guest with his luggage.
4. He will also help the elderly/disables guests to get out of the vehicle if
necessary.
5. He takes the luggage inside and ensures that nothing is left in the vehicle.
6. He will ask the guest’s name politely and tag the luggage with the guest name.
7. He will ask if there is anything fragile or perishable is in the luggage and add
this information on the luggage tag so as to handle it more carefully.
8. He will inform the guest that their luggage is with him.
9. He will escort the guest to the hotel reception.
10. He will inform the guest that he will be taking care of their luggage bring it
their accommodation.
11. The bell boy will ask the front office staff the accommodation number allotted
to the guest.
12. He will write the accommodation number on the luggage tag and confirm if
the guest registration formality is complete.
13. If the room is ready, he will take the luggage to the room by the staff elevator
and place the luggage on the luggage rack.
14. If the room is not ready, the luggage will be taken to the store room.
15. The luggage details will be recorded into the Daily Luggage Register.

Upon Departure of Guest

1. Bell boy informs the guest that he is going to guest’s accommodation to collect
the luggage.
2. He will collect the luggage from the guest room.
3. If the guest needs to store the luggage for long term, the luggage will be tag
with the guest name, accommodation number, date and time of collection,
contact number, and receive the guest’s signature on long-term luggage
request form.
4. He will ensure with the guest that there is nothing perishable in the luggage.
5. The luggage will then be stored on the designated departure area.

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 6. If the guest is leaving the hotel immediately after check-out, then the bell boy
will bring the luggage to the lobby.
7. If a transport vehicle is ready to go, the luggage must be placed in the vehicle.
8. Bell boy must request the guest to verify the loaded luggage.
9. He must also update the departure luggage movement on the Daily Luggage
movement register.

The front office staff will thank the guest for giving an opportunity to serve
and arrange for handling luggage. If the guest requires airport or other drop service,
the front office bell desk will be the one to fulfil it.

What’s More

Direction: Fill in the table below with the members of the Bell Desk Staff and a short
description of their duties. Write your answer on your activity notebook.

Bell Desk Staff Duties

1.
2.
3.
4.
5.

What I Have Learned

Direction: Write at least a two-paragraph essay about your learning on this

lesson/module using the following guide phrases.

I have learned that

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

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I have realized that

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

I will apply

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

Essay Rubrics
Areas of
Assessment 10 points 7 points 4 points 1 point
Presents ideas Presents ideas
in an original in a consistent Ideas are too Ideas are
Ideas manner manner general vague or
unclear

Organization Strong and Organized Some No

organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack
beg/mid/end beg/mid/end

Understanding Writing shows Writing shows Writing shows Writing shows

strong a clear adequate little
understanding understanding understanding understanding

Mechanics Few (if any) Few errors Several errors Numerous

errors errors

TOTAL POINTS: /40

What I Can Do

Directions: Answer the following questions on your notebook. Write

your answer on your activity notebook.

1. What is the difference between up bell activity and down bell

activity?
2. Why is it necessary for hotels to have a Bell Desk?

7
 Assessment

Direction: Arrange the steps below according to the procedure in luggage handling
upon guest arrival by writing the appropriate number of the steps on the blank
provided before each number.
______1. The bell boy will ask the front office staff the accommodation number
allotted to the guest.
______2. He will write the accommodation number on the luggage tag and confirm
if the guest registration formality is complete.
______3. If the room is ready, he will take the luggage to the room by the staff
elevator and place the luggage on the luggage rack.
______4. If the room is not ready, the luggage will be taken to the store room.
______5. The luggage details will be recorded into the Daily Luggage Register.
______6. He takes the luggage inside and ensures that nothing is left in the vehicle.
______7. He will ask the guest’s name politely and tag the luggage with the guest
name.
______8. He will ask if there is anything fragile or perishable is in the luggage and
add this information on the luggage tag so as to handle it more carefully.
______9. He will inform the guest that their luggage is with him.
______10. He will escort the guest to the hotel reception.
______11. A bellboy is assigned to look for the new arrival of guest.
______12. As the guest vehicle stops at the hotel entrance, the bell boy should open
the vehicle door and greet the guest
______13. The bell boy will help the guest with his luggage.
______14. He will also help the elderly/disables guests to get out of the vehicle if
necessary.
______15. He will inform the guest that he will be taking care of their luggage
bring it their accommodation.

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 Answer Key

What’s In
1. Separate club floor for guest registration
2. Guest is picked up from airport
3. Room is provided with all luxury amenities and board room facilities
4. Access to business center, recreation, and leisure facilities
5. Free parking

What’s I Know
11 5
1
12 6
2
13 7
3
14 8
4
15 9 10

What’s New
Answers may vary (ex. suitcases, bags, valise, trunks, packs)

What’s More

Bell Desk Staff Duties

1. The Senior Bell -takes care of the morning shift as most arrivals and
captain departures
2. The Bell -looks after the guest luggage movement, left luggage and
Captain organises errands for guest and management
-records the attendance of the bell boys and trainees at the
beginning of each shift
-does briefing of staff and passes on special instructions
3. The Bell boy -carry guest luggage, and do errands
4.Transportation -in charge of monitoring all transport movements
Supervisor
5. Doorman -receives guests at the hotel porch and welcomes them
-He helps the guest with opening the door of cars and
lobby and informs bell desk
-ensure that there is no traffic jam in the porch

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 6.Valet Parking -assist local visitors to park cars in parking lot and also
Attendants retrieve cars when visitors depart

What I Can Do
Answers may vary

Assessment

11 5
1
12 6
2
13 7
3
14 8
4
15 9 10

10
References

Tutorials Point, Front Office Management, Copyright 2016 by Tutorials Point (I) Pvt.
Ltd.

Central Board of Secondary Education, Front Office Operations (753), year

published, unspecified

https://setupmyhotel.com/train-my-hotel-staff/front-office-training/743-front-
office-introduction-operations-functions.html
https://www.internationalairportreview.com/article/7463/keeping-baggage-safe/

https://dictionary.cambridge.org/us/dictionary/english/luggage

For inquiries or feedback, please write or call:

Department of Education – Schools Division of Negros Oriental

Kagawasan, Avenue, Daro, Dumaguete City, Negros Oriental

Tel #: (035) 225 2376 / 541 1117

Email Address: negros.oriental@deped.gov.ph
Website: lrmds.depednodis.net