How do you say with guest?

Good morning/afternoon/evening! Welcome to Silk Path Hotel

Why do I have to confirm the pieces of luggage with guest?

To make sure that number of luggage

What should you do on the way to the to the reception counter?

Escort guest and their luggage to the Lobby

Take care of the luggage and let customer to come in by themselves

Take care of luggage if guest ask for assistant

Always allow the guest to enter or leave the door first, why?

Because we always behind to Guest

After guest entering room, what do you do?

Introduce room facilities and Guest's benefit

Do bellmen offer guest for luggage assistant?

Yes, if guest ask for assistant

What should we introduce to guest?

Introduce room facilities and Guest's benefit

Show maps direction on the main door

Turn on the TV and assist guest to connect wifi

Why do I need to write the destination on the hotel card?

To make sure taxi driver to take right place

Why do I need to note down the taxi number?

In case it has any trouble relates to guest, we can call to support easily

Why do I need to confirm the luggage pieces with the guest (if has)?

To make sure that number of luggage is correct

Why do you need to hold your hand on the top of the door car?

Show we care to protect Guest's head

How can we ensure all luggage from one group is kept together?

Keep all luggage in 1 area with a sign noted

Why do we need to confirm the amount of luggage with tour leader and driver?

To make sure that number of luggage will deliver to guest’s room

Why do we need one Bellman to be responsible for the safety of the luggage

To handle directly to Tour leader

Why do we must confirm the quantity and condition of the luggage with the tour leader?

To make sure that number of luggage and guest’s damaged luggage

To know the luggage is belonging to which guest

Why do I have to confirm the pieces of luggage with guest

To make sure that number of luggage

What do I need to fill in luggage tag?

Guest ‘name, room number, number of luggage, check by, store date, back date

Guest ‘name, room number, check by, store date, back date

Room number, number of luggage, check by, store date, back date

What do you note in case guest report lost luggage in hotel?

Time, place, number of luggage, color, brand

Place, number of luggage, color, brand

Should you report to your Supervisor/Manager about this situation?

Report only if guest is upset because of luggage missing

Do you have to keep guest informed the situation?

Customers must be kept updated on the situation.

Wait until the luggage is found

Until when do you have to follow up?

Follow through until luggage is returned to guest.

Until reported to the Bell Captain

Where should you put the umbrella rack?

Should be set up at the main entrance on rainy days and keep in store in normal day

In the backside of the Concierge counter

Why should the umbrella be regularly checked for cleanliness?

To make sure guests have clean and qualified umbrella

Do I need to charge the guest when he/she does not return the umbrella?

Yes, umbrellas are property of the hotel.

To whom do you inform to if guest request Luggage assistant?

Bellman or call to Concierge Counter

What do you do if you see guest are carrying luggage?

Offer our assistance right away

Let customer to bring by themselves

Why should we use guest name?

Show respect, and make friendly

What do you say to guest when farewell them?

Thank you for your stay and have a good trip/journey/safe flight

When do you offer transportation for guest?

When guest request or checking in/check out

Why must we check transportation report for next day?

For the best arrangement transportation service and well prepare to serve guests

To give information to receptionists

Why do we need to check transportation on guest folio?

Make sure all the postings are correct and clear

FO-Concierge SOPs

Authored by Bin lee

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Professional Development

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49 questions

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MULTIPLE CHOICE QUESTION

10 sec • 1 pt

How your position when open the car doors?

Bellman should stand behind the door always and not blocking the path of the guest.

Bellman stands at driver side

Bellman stands near staircase

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

In case there are some cars arrivals at the same time, which one you open first?

Nearest from you

Far from you

Any one if you can

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

How do you do if the volume of cars cannot handle?

Seek assistance from Security or receptionist

Let them queue

Ask any staffs for support

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

What should you do when receive an item or message?

Check carefully, call and send to Guest's room

Check and send to Guest's room

To avoid thief

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

For mail/goods or other documents, if the guest is in the room, what do you do?

Call and send to guest’s room, then record in details

Keep at Counter, no send and no need record

Send to reception

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

If there is an item for a guest due to arrive, what do you do?

Check carefully, check system to make sure that guest have a booing, put flag in the PMS and give an alert for all.

Check carefully and keep it at Concierge counter

Check carefully and send to reception

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

What Doorman must do when the car approaches?

Open the car door, greeting and assist Guest's luggage if have

No need to do

Open car door and come back lobby

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