V Bell Checklist

BELL DEPARMENT SERVICE STANDARDS CHECKLIST

No

Standard

Duration

GENERAL Bell Service Staff to be in proper uniform, with name tag worn properly. Staff must be neat and well groomed. Concierge Counter clean and tidy. Brochure rack to be filled with brochures and promotional materials. Bell Service Staff must be able to provide accurate information to all guests enquiries. COURTESY All telephone must be answered within 3 rings. Al telephone calls must be answered with a greeting, identification, and an offer of assistance. Bell service must not engage in private conversation or discussion in front of the guest Guest to be acknowledged verbally or with an eye contact and smile by Bell Service Staff within 1 minute of arrival at the Concierge counter. Guest to be greeted : “Good…. Sir/ Madam” with a smile, and assistance offered: ”How may I help you”. If guest were not attended to immediately, an apology must be offered: “ We are sorry to have kept you waiting Sir/Madam”. 1

Training by

Date

Signature

ARRIVAL Doorman to open car door within 10 seconds of car arrival at hotel entrance. Guest to be greeted : Welcome to Sun Spa resort Doorman to acknowledge and wish the guest with an eye contact. Doorman or Bellman to offer luggage assistance. The luggage has to be confirmed how many pieces before directing guest to the Front Desk for check - in. Doorman or Bellman to give direction to Front Desk for check - in.

2