Bell Captain.pptx

8/10/2019 Bell Captain.pptx

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BELL CAPTAIN

Tugas Utama

Mengawasi dan mengkoordinir tugas tugas harian bellboy, doorman, parking valet sesuai dengan standar pelayanan hotel yang bersangkutan.

Tugas Dan Tanggung Jawab :

1. Mengkoordinir para bellboy, doorman atau para driver dalam menjemput kedatangan dan mengurusi barang bawaan tamu sehungga sampai ke

kamar dengan aman.

2. Mengkoordinir para bellboy untuk mengurus barang tamu pada saat check out.

3. Memastikan bahwa semua barang tamu telah di antar dengan baik sampai di kamar

4. Memotivasi para bellboy agar selalu offering help dan memberi informasi kepada para tamu di sekitar lobby5. Mengisi present list

6. Menyiapkan job placement bellboy , doorman, dan parking vallet

7. Membuat general store requisition form

8. Mengatur pembagian kerja bel lboy ( group )

9. Selalu mengecek ruang penyimpanan barang ( luggage room ) secara periodik

10. Mengawasi pembagian & pengantaran surat kabar kepada tamu VIP

11. Memeriksa log book / record book secara teratur

12. Membuat monthly work schedule dan melaporkan data absen kepada chief concierge untuk di serahkam kepada FOM

13. Selalu memastikan seragam & penampilan bellboy , doorman, vallet parking sesuai standar grooming yang berlaku14. Selalu memastikan bell counter dalam keadaan rapi, bersih dan kelengkapan form terpenuhi


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Tugas informed service dalam

menangani surat untuk tamu:Surat yang masuk dibagi menjadi 3 kelompok:

1. Hotel mail

2. Staff mail

3. Guest mail

EA Guest

In House Guest

Check out guest

Penanganan Barang Barang Tamu :


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Proses Check In Scr Individual

Prosedure individual guest arrival :

1. Doorman

a. Open the door and greeting

b. Offer help

c. Last greeting

2. Bellboya. Greeting

b. Offer help

c. Bring the luggage out ( bring the trolley if needed )

d. Escort the guest to the lobby

e. Prepare the luggage tag

f. After reception inform the guest room no then fill the laggage tag and escort guest to the room

g. Open the guest lift door

h. Knock the door 3 times, open the door

i. Turn on the light

j. Explain the hotel extension, guest fasilities and hotel fasilities

k. Give the key and the guest card or left it in the dressing table

l. Make the last greeting


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Proses Check Out Secara Individual

Informasi yang di butuhkan :

1. Room No.

2. Check out time

3. Total of guest luggage

Procedure :

1. Take order from bell captain / reception / front office cashier2. Bring the errand card in concierge / bell captain desk

3. Call to the room and asking to the guest

4. Prepare trolley

5. Knock the door ( 3x )

6. Bring the luggage down to lobby

7. Ask the guest to check his luggage if any luggage left in the room8. Stamp the errand card to front office cashier if the guest allready paid the bill

9. Deliver the luggage to the main entrance

10. Last greeting


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Job Desk Of Bellboy For Group

Departurea. Rooming list ( check with the FO cashier )

b. Luggage down ( Bell Captain order to bellboy for luggage down )

c. Luggage down procedure1. Perhatikan no kamar sebelum barang di keluarkan dari kamar

2. Kumpulkan barang dengan hati2

3. Mengumpulkan barang di tempat yang telah di sediakan

4. Memberi informasi kepada group team leader5. Hitung dan periksa barang barang apakah sudah sesuai dengan daftar barang pada waktu

check in bersama dengan tour leader

6. Keluarkan barang2 ke main entrance, siap untuk diangkat oleh petugas travel agent

7. Adakan serah terima mengenai jumlah barang kepada petugas travel agent yangmengangkat

Note :Catat jumlah barang yang diambil dari masing masing kamar

Hitung jumlah barang sebelum di laporkan kepada tour leader


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Handle Baggage For Changing Room

Bellcaptain menerima perpindahan kamar dari tamu /receptionist

Bellcaptain menyuruh bellboy

Bellboy menelpon tamu ( menanyakan apakah tamu sudah

siap untuk pindah kamar dan juga menanyakan banyak atautidak barang bawaannya )

Bellboy mengambil trolley ( kalau barang tamu banyak )dan meminta errand card kepada bell captain

Mengetuk pintu

Mangangkat barang tamu ke kamar yang lain Mengisi errand card dan menyerahkan kembali kepada

bellcaptain


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Macam2 Barang Yang Di gunakan Di

Bellboy Trunk : Koper pakaian atau box dengan kunci yang di gunakan oleh tamu untuk tempat pakaian,

kadang2 juga di gunakan untuk tempat membawa film

Suite case : koper yang bentuknya lebih kecil dari trunk dan di gunakan untuk membawa pakaian ,ada 2 macam

1. Hard : terbuat dari mental

2. Soft : terbuat dari kulit / kanvas / kain

Handbag

Briefcase : untuk membawa surat2 / dokumen Cosmetic case / beauty case/ vanity case

Hat box

Haversack : tas yang terbuat dari kanvas berbentuk ransel

Vaal / veal case : suite case yang dapat di lipat/ di gantung

Traveling / shoulder bag : tas ukuran kecil yang tali pegangannya biasanya agak panjang dan digantungkan di bahu

Garmet bag / valet bag / suit bag : tas yang biasanya untuk membawa jas, celana atau jaket

Golf case

Camera case


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Perlengkapan / Kebutuhan Yang Di

Gunakan Dlm Bellboy

Luggage cart / Trolley

Paging Board

Duplicate room rack

Telephone

Mail box

Stationeries

Postage meler machine / betas bean

Luggage room


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Form Yang Di Gunakan Di Bellboy

Errand Card : mencatat jumlah barang dan item yang dibawa untuk data data autentik atau informasi bila terjadisesuatu masalah di kemudian hari yang menyangkut barangtamu dan untuk menghindari barang2 tamu kalau ada yangtertukar ( checkin/out, move room )

Luggage Tag : untuk menandai barang tamu , terdapatnama tamu dan nomor kamar

Baggage / Luggage claim check : untuk pengambilan barangdi luggage room ( serial number, date received, guest name,room no. , received by, date delivered, delivered by,luggage description, condition )

Laggage room book : mancatat barang2 yang di simpan diluggage room


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CONCIERGE

Handling Damage Baggage

Upon receiving guest complain : inform immediately toassistant manager / chief consierge

Check which item(s) has / have been damaged

Investigate factfully whether the damaged on thebaggage allready axisted prior to the guest arrival

Investigate factfully whether the guest was regligent

Make a follow up at each area accordingly

Never discuss the compensation directly with the guest( ask assit.manager if the guest asked )


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Concierge

Handling Left Baggage When any baggage left behind by a departing guest hotel staff must take

care of any the baggage

1. Inform to ass.manager / chief concierge on form

2. Write to the log book ( guest name, room number, description ofbaggage, check out time, time of discovery, details of follow up action )

3. Ass manager / chief concierge determine the contact of the baggage ordelarging left behind and find out the urgency

4. Make every effort to contact the guest immediately

5. If contact could be made, ask the guest of the contact in short & how theguest would like to be assisted

6. Any changes accoured in delivering the item : billed considered as hotel

best image service7. In case all efforts to contact the guest fails, then the asst manager will

pass on the baggage or to the housekeeping departement and will bestored until it is claimed by the guest


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CONCIERGE

Handling Airline ReservationConcierge should cover their scoupe of work by also know a bit about

handling airlines ticket service. This is to ensure that airline RSV arehandle efficiently

1. Listen to guest carefully , record the relevant details accurately inairline RSV form

2. Repeat the info back to the guest accuracy3. Check on the airline seats availability on the flight concerned &

reserve accordingly

4. If the guest want to pick the ticket up at airport, inform him / herwith preliminary details

5. If the guest want to have the ticket before c/o , he will sign paidout voucher , authorizing the amount of money

6. Inform the guest that request is confirmed and give the ticketaccordingly


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CONCIERGE

Handling Restaurant BookingThe concierge desk must keep the complete list of in house FB outlet and outside local typical

restaurant updated at all times, which will assist the guest with efficient rest booking service

When received such request , concierge incharge will :

1. Obtain from the guest him / her :a. Room number

b. Name

c. Date & time of booking

d. Name of rest.e. No. of cover

f. Seat request

g. Type of cuisine

h. Level of establishment

1. Recommend a suitable restaurant that match the request

2. Offer assistant & call concorned rest. For RSV, if the guest agrees

3. Inform the guest that concierge will leave a message after booking confirmed4. Ask if the guest need transportation arrangement ( taxi / limo )

5. If not, give direction to guest on how to reach the rest


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Concierge

Handling Guest Incoming Fax1. Check the guest name / room no. in computer

2. Leave message to the guest, inform him a fax is received and kept atconcierge desk

3. Record in the incoming fax book :a. Guest room no.

b. No. of pagesc. Sender reference

d. Received time

e. Clerk initial

4. Put the fax in an emvelope & attach the message cover sheet

5. Place the envelope in the fax slot6. Delayed message in computer as it has been relayed to the guest

7. Record in hold for arrival book if the guest is on future RS

8. Record & place the fax properly inside pigeon hole


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Concierge

Handling Missing Bell captain must inform the asst.manager about the missing baggage imediately

Check the description of the missing item with the guest

Check the following1. Double check again in the baggage store room wether the item just hidden

2. Review the record of all rooms that have checked out at the same time that day, andposibility of mixed up

3. Investigate all cars that have left on the hotel at the same time that day of any posibilitywrongly loaded

File an in house accurience report with details as follow :a. Time

b. Guest name & room number

c. Missing item

d. Investigation

e. Follow up actionf. Person who collected baggage

Tell, staff should never discuss conversation with the guest, or ask any questionregarding compentation directly to the asst.manager

Bell Captain.pptx

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Transcript of Bell Captain.pptx