Chapter 9, Section 1

1. Chapter 9, Section 1

2. Successful Bell Attendants are: • Friendly and cheerful • Sensitive to the needs and feelings of others • Able to interact well with strangers • Tactful and considerate • Reliable and trustworthy • Good communicators • Excellent team players • Organized ready to react quickly • Able to handle change well • Abel to handle tasks carefully and correctly • Able to calmly deal with frustrating situations • Even-tempered, even in difficult situations

3. Bell Services: Excellent Team Players • Respond quickly. • Delivery emergency messages. • Help locate guests. • Notify engineering and housekeeping about needed repairs or cleaning problems. • Learn hours of operation amenities • Assist in transporting guest laundry and housekeeping items. • Help deliver materials to function rooms. • Help move tables and chairs when setting up for or breaking down a function.

4. Define or Describe These Terms: • “Service, Please!” • A phrase called out by a front desk employee when a bell attendant is needed to perform a task that will likely earn a tip.

5. Define or Describe These Terms: • “Courtesy, Please!” • A phrase call out by a front desk employee when a bell attendant is needed to perform a task that will not likely earn a tip.

6. Define or Describe These Terms: • Post Position • Where bell attendants will stand while not helping guests or co-workers. By standing at this assigned spot, they will be available whenever someone needs help.

7. Define or Describe These Terms: • Front • The post position from which bell attendants are called to perform service tasks for guests. When in the front position, a bell attendant will be the first attendant called to help a guest with a task that will likely earn a tip.

8. Define or Describe These Terms: • Last • The post position from which bell attendants are called to perform courtesy tasks for guests. When in the last position, a bell attendant will be the first attendant called to help a guest with at ask that is not likely to earn a tip.

9. Logbook Entries Should Include: • The date of the incident • The time of the incident • Details of the incident • The action taken • Name or initials

10. Name features or events that might be of interest to each of these groups of people: • Business people: health clubs, restaurants, dry cleaning and laundry services, newspapers, CNN and ESPN availability, express breakfast, shoe shines, quick haircuts, gift shops, airport transportation, faxing, making copies, mail, messages, and jogging trails

11. Name features or events that might be of interest to each of these groups of people: • Senior Citizens: A coffee shop, fire exits, door locks, a pharmacy, a gift shop, shopping, and bus tours.

12. Name features or events that might be of interest to each of these groups of people: • Younger People: Health clubs, night clubs with dancing, lakes, outdoor recreation, bike rentals, restaurants, tennis courts, golf courses, jogging trails, movie theaters, comedy clubs, and entertainment

13. Name features or events that might be of interest to each of these groups of people: • Couples: Restaurants, plays, events, shows, shopping, piano bars, entertainment, and dancing.

14. Name features or events that might be of interest to each of these groups of people: • Single travelers: safety features, bus tours, health clubs, shopping, and room service

15. Name features or events that might be of interest to each of these groups of people: • Sports teams: Restaurants, restaurants, restaurants! If the team doesn’t have a scheduled pre-game meal at the property, the players will probably ask for restaurant recommendations.

16. Name features or events that might be of interest to each of these groups of people: • Musical groups: all night cafes, privacy features, and restaurants

17. Bell Attendants can assist in finding lost luggage by: • Getting a complete description of the bag • Looking in the luggage storage area. • Allowing the guest to look for the bag in the luggage storage area, if the bell attendant can’t find it. • Checking overflow areas for the bag. • Calling the airport shuttle company or cab companies that the property uses. • If the wrong guest has the bag, working with a front desk employee to call that guest.

18. Show Respect to Guest Vehicles and Property • Operate guest vehicles in a safe, steady manner. • Leave all guest possessions in the vehicle as they were. • Secure the vehicle once it is parked. • Carefully open vehicle doors so as not to chip paint on the car. • Do not search through or remove items form guest luggage. • Secure guest vehicle keys in the valet key cabinet.

19. Master Key Rules • Never leave a master key in a door’s lock, and never set it down; keep master keys with you at all times. • If anyone-even a supervisor-asks to borrow the key, send the person to the front desk. Never loan anyone your key. • Always turn in the key before leaving the property for any reason. • Report any lost keys immediately to the front desk.

20. The Tip Amount Should NOT affect the Level of Service Provided

21. Bell Attendant Duties • Assisting guests with luggage • Parking and retrieving guest vehicles • Delivering luggage and other items to guestrooms • Transporting luggage and/or guests in a courtesy vehicle • Providing guest with directions and other useful information • Performing many other miscellaneous tasks including performing errands, arranging for guest reservations, or escorting guest around the property , to name just a few.

22. Section 1.9 Quiz • Proper tip etiquette dictates that when a bell attendant accepts a tip, he or she should look at the ___, not the tip. • Key control is extremely important in a valet parking service operation. When a bell attendant returns from parking a guest’s vehicle, the vehicle keys should be immediately secured in the valet _____ _____.

23. Section 1.9 Quiz 3. The position where bell attendants stand from where they will perform a task that will likely earn a tip. • “last” position • “next” position • “front” position • “post” position • “courtesy” position

24. Section 1.9 Quiz 4. The position where bell attendants stand while not helping guest or co-workers. • “last” position • “next” position • “front” position • “post” position • “courtesy” position

25. Section 1.9 Quiz 5. The position where bell attendants stand from where they will perform a task that will likely not earn a tip. • “last” position • “next” position • “front” position • “post” position • “courtesy” position