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MENYEDIAKAN LAYANAN PORTER OLEH : DRA. LINA MINARNI

MENYEDIAKAN LAYANAN PORTER OLEH : DRA. LINA MINARNI. FRONT OFFICE. Guest Actifities. RECEPTION. PORTER. TELEPHONE OPERATOR. RESERVATION. INQUIRY.

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MENYEDIAKAN LAYANAN PORTER OLEH : DRA. LINA MINARNI

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  1. MENYEDIAKAN LAYANAN PORTEROLEH :DRA. LINA MINARNI

  2. FRONT OFFICE Guest Actifities RECEPTION PORTER TELEPHONE OPERATOR RESERVATION INQUIRY

  3. Menurut SKKNI Menyediakan Layanan Porter Dibagi Menjadi :1. Menangani kedatangan dan keberangkatan tamu2. Menangani barang bawaan tamu3. Merespon permintaan atas layanan Bell Desk/Reception PORTER

  4. Struktur Organisasi Uniformed Service Front Office Manager Chief Concierge Bell Captain Bell Boy Airport Dispatcher Doorman

  5. Bagian 1 Human Resource in Uniform Service • Chief Concierge : Membuat jadwal kerja karyawan di uniform service,mengawasi proses penitipan, sistem penyimpanan dan pemindahan Luggage • Bell Captain : Bertanggung jawab terhadap shift yang dipimpinnya, mengawasi dan mengkoordinir kinerja bawahannya

  6. Bagian 2 • Doorman : Membuka dan menutup pintu mobil serta membantu barang-barang bawaan tamu kedalam ataupun keluar mobil • Bell Boy/Porter : Menangani barang bawaan tamu saat tiba,berangkat maupun pindah kamar serta menjelaskan fasilitas hotel • Elevator Operator : Mengantarkan tamu naik-turun lift ke lantai yang di tuju

  7. Bagian 3 • Page Boy :Menangani dan mengirim surat, fax, telegram dan kiriman lainnya baik untuk tamu maupun manajemen hotel • Cloakroom : Menangani penitipan barang sementara,barang bawaan tamu • Car Jokey/Valet : Memarkir dan mengambil mobil kembali dari tempat parkir

  8. Peralatan dan Formulir • Peralatan : • Trolley • Stationary • Time Keeper • Paging Board • Paging Mic • Telephone • Formulir : • Arrival Claim Tag • Departure Claim Tag • Storage Claim Tag • Bell Boy Errand Card • Bell Boy Control Sheet • Valet Parking Card

  9. Peralatan 2. Stationery Alat untuk mencatat informasi penting ataupun permasalahan yang dihadapi selama bekerja 1. Trolley Alat Bantu untuk memindahkan barang yang berat, besar dan dalam jumlah yang banyak 3. Time Keeper Alat untuk mencetak waktu pada Bell Boy Errand Card

  10. Formulir 1. Arrival Claim Tag (Luggage Tag) Fungsinya: Untuk menandai barang bawaan tamu yang check in Mr. White 212 2 pcs LUGGAGE TAG Name/Group : ………………………………. I.D : ……………………………… Room No : ……………………………… Mr. White Banana 212 Mr. White Mr. White 212

  11. Fungsinya: Untuk menandai barang bawaan tamu yang check out 2. Departure Claim Tag (Luggage Tag) Mr. White 212 2 2 14.00 LUGGAGE TAG Name/Group : ………………………………. I.D : ……………………………… Room No : ……………………………… Mr. White 212

  12. 3.Storage Claim Tag (Claim Tag) Mr. White 21/11/07 212 Fungsinya: Untuk menandai barang bawaan tamu yang dititipkan oleh tamu di Gudang atau Clockroom 2 Dar Mr. White 22/11/07 212 2 Dar 22/11/07

  13. 4. Bell Boy Errand Card • Time In : Time Out: : • BELLBOY ERRAND CARD • No: 4526 • Boy No : Arrival • Room No : Departure • Guest Name : Room Change • Number of/Pieces of Luggage: • Description : • ( ) • ( ) • ( ) • ( ) • Date :Clerk: 11.00 11.20 Hotel Cempaka Jln. Drupadi No.5 Denpasar Timur Telp.(0361)247122 Fungsinya: Sebagai media pencatatan perintah kerja serta catatan pekerjaan yang telah dilakukan oleh Bell Boy 05 212 Mr.White 2 Suite Case Brief Case 1 1 Golf Bag 11.21.07 Dar

  14. 5.Bell Boy Control Sheet

  15. 6.Valet Parking Card HOTEL CEMPAKA VALET PARKING SERVICE Valet Parking Surcharge Rp 5000,Per 2 Hour Additional charge Rp 1000,-/hour 221 HOTEL CEMPAKA DENPASAR VALET PARKING SERVICE TERIMAKASIH THANK YOU 221 HOTEL CEMPAKA Date : Tanggal Car No. : No.Polisi Car Model : Jenis Mobil Colour : Warna 221

  16. Various of Luggage • Briefcase => Surat, dokumen penting juga uang 2. Suite Case => Pakaian

  17. 3. Beauty Case => Alat kecantikan 4. Hat Box => Topi

  18. 5. Val Case => bisa digantung,dilipat, untuk menyimpan pakaian 6. Haversack => “tas prajurit” menyimpan pakaian, makanan dan minuman

  19. 7. Golf Case/Bag => Perlengkapan Golf 8. Hand Bag => Tas ringan,tas tangan

  20. 9.Traveling Bag/Shoulder Bag =>Tas kecil/tas pundak sering digunakan anak sekolah dan pendaki

  21. 10.Trunk =>Pakaian, Peralatan dan Perlengkapan film 11. Camera Case => Kamera

  22. 12. Back Pack => Tas punggung serba guna 13. Shoe bag => tempat sepatu

  23. TeknikPenangananBarang 1. Mengidentifikasi Tanda – Tanda pada Barang

  24. Penanganan Barang 1. Identify Luggage Sign 2. Gunakan Metode penanganan Barang: - Lifting => gerakan mengangkat barang - Stacking => Menumpuk barang + Berat + Bentuk (Tebal/tipis) + Ukuran

  25. Provide Porter Service Handling Guest Check in • Open the door • Greeting • Ask for the guest attention • Ask for the guest luggage, offering help • Take the guest luggage, identify and count it • Ask the guest to check the luggage (fill the luggage tag/arrival claim tag) • Escort the guest to the lobby/front desk for registration (Try to excuse first)

  26. Introduce your self, ask the guest, are they ready to go to their room • Escort the guest with their luggage (ask for their claim tag/luggage tag to check the luggage). • On the Way to the room explain the hotel facilities (Try excuse before explaining the facilities) • In front of the room mention the room number • Knock the door • Open the door slowly • Offer the guest to enter the room first • Put the luggage inside the room (luggage rack) • Explain the room facilities (Try to excuse before explaining) • Offering last assistance • Last Greeting

  27. GAME OVER

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