PORTER SERVICE

Check in
PROCEDURE INDONESIA ENGLISH
Welcoming The Guest
 Greeting  Selamat siang  Good afternoon
Bapak/Ibu, selamat sir/ma’am, welcome to
datang di hotel kami. our hotel.
 Asking the guest’s  Ada yang bisa saya  How may I assist you?
needs bantu?
 Asking the guest’s  Sebelumnya, boleh saya  Excuse me, may I know
name tau nama Bapak/Ibu? your name sir/ma’am?
 Asking for the  Apakah Bapak/Ibu  Do you have any
luggage punya barang bawaan? luggage sir/ma’am?
 Arranging the  Boleh saya pindahkan  May I put it on the
luggage on the barangnya ke atas trolley sir/ma’am?
trolley trolley Pak/Bu?
Directing the guest to the lobby
 Asking the guest to  Boleh ikuti saya menuju  May you follow me to
follow to the lobby ke lobby pak/bu? the lobby sir/ma’am?
 Showing lobby plan  Baik Bapak/Ibu, disini  Alright sir/ma’am, this
adalah lobby kami. Jika is the lobby. If you want
Bapak/Ibu ingin check to check in our reception
in reception counter counter is over there,
kami ada di sebelah and if you want to look
sana, dan apabila for the restroom, it is
Bapak/Ibu ingin over there, and if you
mencari restroom, ada want to go to restaurant,
di sebelah sana, dan it is over there.
apabila Bapak/Ibu ingin
ke restoran ada di
sebelah sana.
 Tagging the luggage
 Hand overing the  Permisi Bapak/Ibu, ini  Excuse me sir/ma’am,
luggage claim ticket tiket barang bawaan here is your luggage
Bapak/Ibu. Ada lagi claim ticket. Is there
yang bisa saya bantu? anything else?
 Asking luggage  Mohon maaf Bapak/Ibu,  Pardong sir/ma’am, may
claim ticket boleh saya ambil tiket I have your luggae claim
pengambilan ticket? Thank you
barangnya?
Terimakasih
Check in room procedure
 Asking the guest to  Mari Bapak/Ibu, boleh  Allow me to take you to
follow to their room ikutin saya menuju ke your room sir/ma’am,
kamar Bapak/Ibu? this way please.
 Silahkan, sebelah sini
pak/bu.
 Making small  Bagaimana kabarnya  How are you today
conversation with the hari ini pak/bu? sir/ma’am?
guest  Bagaimana  How was your trip to the
perjalanannya menuju hotel? Was it smooth?
ke hotel? Apakah Or there are any
lancar? Atau ada problem sir/ma’am?
kendala?  May I know, are you
 Tujuan Bapak/Ibu staying for vacation or
kesini untuk liburan job sir/ma’am?
atau pekerjaan pak/bu?
 Knocking the door  (Knocking) Bellboy,  (Knocking) Bellboy,
please! (3 kali) please! (3 times)
 Asking the guest to  Mohon maaf  Pardon sir/ma’am, may I
wait for checking the Bapak/Ibu, boleh saya check your room first?
room memeriksa kamar
Bapak/Ibu terlebih
dahulu?
 Turning on the AC  (Tidak perlu ada  (No conversation)
and TV percakapan)
 Allowing the guest  Baik Bapak/Ibu  Alright sir, you may
to enter to the room silahkan masuk, come in.
kamarnya telah saya
periksa.
 Loading the luggage  Barangnya boleh saya  Excuse me, where
to the room taruh di sebelah mana should I put the luggage
pak/bu? sir/ma’am?
Room Explanation
 Explaining the  Baik pak/bu, ijinkan  Alright sir/ma’am.
facility of the room saya untuk menjelaskan Allow me to explain
tentang fasilitas yang your room facility
ada di kamar ini: sir/ma’am.
o Di kamar ini o We have TV with
tersedia TV dengan 50 channels of
50 channel international and 20
internasional dan channels of national
20 channel nasional o Then we have
o Kemudian ada minibar if you want
minibar. Di some snacks or
dalamnya tersedia beverages.
kudapan dan o For the Air
minuman ringan Conditioner is over
o Untuk Air there and the
Conditionernya ada remote is over here.
di sebelah sana.
Untuk remotnya
ada di sebelah sini.
  Explaining the  Untuk telephone ada di
dialing numbers. sebelah sini. Jika
Bapak/Ibu ingin
menghubungi
resepsionis, silahkan
memencet tombol 1.
Dan jika bapak/ibu
ingin menghubungi
housekeeping, silahkan
memencet tombol 2.
Dan jika bapak/ibu
ingin menghubungi
restoran, silahkan
memencet tombol 3.
 Asking the guest for  Ada lagi yang bisa saya
another needs bantu pak/bu?
Farewell the guest
 Farewell with proper  Baik pak/bu, kalau
statements begitu saya undur diri.
Selamat beristirahat.
Check Out
PROCEDURE INDONESIA
Greet and Confimr the Guest
 Knocking the door  (Mengetuk pintu)
Bellboy, Please! (3 kali)
 Greeting with  Selamat pagi pak/bu.
proper statement Saya bellboy yang
bertugas hari ini.
 Confirming the  Permisi pak, saya
guest about the mendapatkan informasi
check out bahwa Bapak/Ibu hari
ini akan check out,
apakah benar?
 Confirming the  Apakah bapak/ibu
guest luggage punya barang bawaan?
 Arranging the  Boleh saya pindahkan
luggage on the barangnya ke atas
trolley trolley pak/bu?
Check out room procedure
 Findings the lost or  Sebelum kita
found things meninggalkan kamar,
boleh saya cek
kamarnya terlebih
dahulu pak/bu?
 Asking the room  Boleh saya ambil kunci
key/card kamarnya pak/bu?
 For the telephone, it is
over here. If you want to
contact reception, you
may dial 1. If you want
to contact housekeeping,
you may dial 2. And if
you want to contact
restaurant, you may dial
3.
 Is there anything you
need sir/ma’am?
 Alright sir, allow me to
leave the room. Enjoy
your stay.
ENGLISH
 (Knocking the door)
Bellboy, please! (3
times)
 Good morning,
sir/ma’am. I am the
bellboy in charge today.
 Pardon sir/ma’am, I got
the information that you
are going to check out
today, is it correct?
 Do you have any
luggage sir/ma’am?
 May I put the luggage
on the trolley
sir/ma’am?
 Before we leave the
room, may I double
check the room
sir/ma’am?
 May I have your room
key/card sir/ma’am?
  Locking the door (Tidak ada percakapan) (No conversation)
before leaving
 Asking the guest to  Mari Bapak/Ibu,  Alright sir/ma’am.
follow to the lobby silahkan ikuti saya Please follow me to the
menuju lobby. lobby.
 Making small  Bagaimana liburannya  How was your vacation
conversation pak/bu? Apakah sir/ma’am? Was it fun?
menyenangkan?
 Suggest the guest to  Baik pak/bu, kita sudah  Alright sir/ma’am, we
process check out berada di lobby. have arrived at the
Silahkan bapak/ibu lobby. Please go to the
menuju meja reception counter to
resepsionis untuk process your check out.
melakukan proses check Thank you.
out. Terimakasih
Processing luggage claim tag
 Tagging the luggage (Tidak perlu ada (No conversation)
percakapan)
 Hand overing the  Permisi bapak/ibu, ini  Excuse me sir, here is
claim ticket to the tiket pengambilan your luggage claim
guest barangnya. ticket.
 Informing the guest’s  Ijinkan saya  Allow me to inform you
car has arrived menginformasikan juga sir/ma’am, your car has
pak/bu bahwa mobil arrived, thank you.
jemputan anda telah
tiba. Terimakasih
 Asking the luggage  Permisi pak/bu, boleh  Excuse me sir/ma’am,
claim ticket saya minta ticket may I have your luggage
pengambilan claim ticket? Thank you.
barangnya? Terimakasih
 Escort the guest toe  Permisi bapak/ibu,  Escuse me sir/ma’am,
the car boleh ikuti saya menuju may you follow me to
ke mobil bapak/ibu? your car? Thank you.
Farewell the guest
 Confirm the guest’s  Baik pak/bu, ijinkan  Alright sir, let me
luggage before saya untuk confirm your luggage.
loading to the car mengkonfirmasi barang You have ….
bawaan bapak/ibu. Is it complete
Barang Bapak/ibu sir/ma’am? May I load it
antara lain.... onto the car?
Apakah sudah lengkap
pak/bu? Boleh saya
naikkan keatas mobil?

 Farewell the guest  Terimakasih bapak/ibu  Thank you for choosing

with the proper telah memilih hotel our hotel sir/ma’am. We
statement kami. Kami tunggu hope you come back
kedatangannya soon. Please be safe on
your way.
Kembali. Hati-hati di
jalan.
 CEKLIS PENILAIAN

Skala Penilaian
0 = Tidak melakukan prosedur
1 = Melakukan prosedur

Nama/Name :
Tanggal/Date :
Bahasa/Language :

Check in
Video Direct Practice
Procedure Indonesia English Indonesia English
(Max 80) (Max 85) (Max 90) (Max 100)
Welcoming the guest
 Greeting
 Asking the guest’ name
 Asking the guest’ needs
 Asking for the luggage
 Arranging the luggage on
the trolley
Directing the guest to the lobby
 Asking the guest to follow
to the lobby
 Showing the lobby plan
Processing luggage claim ticket
 Tagging the luggage
 Hand overing the claim
ticket to the guest
 Asking luggage claim ticket
Check in room procedure
 Asking the guest to follow
to their room
 Making small conversation
with the guest
 Knocking the door
 Asking the guest to wait for
checking the room
 Turning off the AC and TV
  Allowing the guest to enter
to the room
 Loading the luggage to the
room
Room explanation
 Explaining the facility of
the room
 Explaining the dialling
numbers
 Asking for the guest another
needs
Farewell the guest
 Farewell with the proper
statements

Check out
Procedure Video Direct Practice
Indonesia English Indonesia English
(Max 80) (Max 85) (Max 90) (Max 100)
Greet and confirm the guest
 Knocking the door
 Greeting with the proper
statement
 Confirming the guest about
the check out
 Confirming the guest’
luggage
 Arranging the luggage on
the trolley
Check out room procedure
 Finding the lost or found
things
 Asking the room key/card
 Locking the door before
leaving
 Asking the guest to follow
to the lobby
 Making small conversation
with the guest
 Suggest the guest to process
check out
Processing luggage claim tag
 Tagging the luggage
  Hand overing the claim
ticket to the guest
 Informing the guest’ car has
arrived
 Asking luggage claim ticket
 Escort the guest to the car
Farewell the guest
 Confirm the guest’ luggage
before loading to the car
 Farewell the guest with the
proper statement

FORM
Video Direct Practice
Procedure Indonesia English Indonesia English
(Max 80) (Max 85) (Max 90) (Max 100)
Bellboy Errand Card
 Time in
 Time out
 Boy No
 Room No
 Guest Name
 Number of luggage
 Arrival
 Departure
 Luggage Description
 Date
 Clerk
Arrival Claim Tag
 Guest’ Name
 Number of Luggage
Departure Claim Tag
 Guest’ Name
 Number of Luggage

KKTP = × (80, 85, 90, 100) = ⋯ ( 71)