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PORTER SERVICE

Guidelines for handling guest arrivals and departures, including luggage conveyance, communication, and recording procedures in hotels. Ensure smooth guest transition with proper communication and luggage handling. Developed by Julie.

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PORTER SERVICE

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  1. PORTER SERVICE MENANGANI KEDATANGAN & KEBARANGKATAN TAMU Created by Julie

  2. Develop Guest Check Out • 1. Communication • Information for removal of • luggage : • Expected Departure Guest List • Receptionist • FO Cashier • The Guest / himself • b. Information Needed : • Nos of bag • Time of collection • Transportation

  3. Cont’d • 2. Conveying Luggage • Before taking the luggage • from the room : • Bell Captain gives the • order • Bell Boy receives a • stamped BBEC • Reporting to room • Maid / Boy • Knocking at the door • (3 times and say id) • Entering the room • (Greet and say Mr.P are • you ready with your • luggage?)

  4. Cont’d • b. Taking luggage from the • room • - Checking guest’s left • articles (check all room • area) • - Checking missing items • (hotel belongings) • - Taking out the luggage • (check luggage condition,if • there is any damage inform • guest right away, nos of • luggage) • - Turning “off” all lights

  5. Cont’d • Bringing the luggage to • the lobby • * Using the guest • elevator (BB tell to • elevator operator • “lobby please” if there • is no clerck BB press • the bottom to lobby) • * Using the service • elevator (employee • elevator) (before • placing the luggage in • lift BB should switch • off the lift to open the • door until the luggage • come in to lift)

  6. Cont’d • Placing the luggage orderly in the lobby (put the luggage near to • guest and guide to FOC) • Sticking the luggage sticker (hotel sticker hassign or symbol of hotel to • make easily position and as the hotel promotion) • Hanging on the luggage • tag (to avoid mistaken)

  7. Cont’d • 3. Recording • - Bell Boy Errand Card • * Completion of the Record • * Filling out all information • * Writing Key OK • * Handling the BBEC to Cashier • (to check Bill) • > Stamping “PAID” or • CHARGE” (paid to cashcharge • other method) • > From Office Cashier initials • Card (toknowwho serve the • guest CO)

  8. Cont’d • * Return Key and Bell Boy • Errand Card( return key • to Inf Clerk BBEC to BC • which wrote plate of car) • * Taking luggage to car • (confirm guest luggage) • Errands Control Sheet • Bell Boy Control Sheet

  9. Cont’d • 4. Loading • - Before Loading • Placing Order • Asking guest gto check his luggage • - Stacking and Loading • Handling wit care • Special sign • Fragile item • - Saying Good Bye

  10. Tugas • Buatlah percakapan dalam Bahasa Inggris berdasarkan informasi berikut ini • Mr. P Silverman who works to Nikko Osaka Hotel as Overseas Training will be check in August 10 for a five – night stay. His address is 2245 Bay View San Fransisco CA 90412. His bussiness phone is (415) 5551768 and his residence is (415) 5558766 • He will guarantee the Reservation to his Amex Card 660217680008, expiring 12/2012 the cardholder’s neme is Mr. Paul Silverman. The reservation was requested by his secretary Ms. Sandy. Your client plans to arrive at 7 pm, Mr. Silverman who is travelling alone, request a room with the hotel highest level of luxury and service

  11. Latihan Soal 1. Mention defenition of Porter Service 2. Write the other name of porter staff in large hotel 3. In handling arriving guest what should BB do in installing room? 4. In handling departure what BB do in conveying luggage 5. Why BB should record the plate of car

  12. Thank You !

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