Luggage & Bell Desk Service

Purpose

To handle guest luggage safely and courteously, with correct tagging, storage and delivery.

Scope

Applies to arrival and departure assistance, luggage storage and luggage handling for groups.

Responsibility

Bell Captain supervises; Bell Attendants carry and deliver; Front Desk coordinates with room assignments.

Detailed procedure

1. Welcome the guest at the vehicle, take the luggage and count the pieces in the guest’s presence.
2. Attach a numbered tag to each item and give the guest the matching counterfoil.
3. Escort the guest to the front desk and wait for room assignment.
4. Deliver the luggage to the room, show the room features and leave with a courteous farewell.
5. For storage, record the details in the register and keep items in the locked luggage room.
6. On departure, collect luggage at the agreed time and verify tag numbers before loading.
7. Report damage or missing items to the Duty Manager immediately.

Standards and guidelines

• Luggage is delivered within ten minutes of room assignment.
• Fragile and valuable items are handled with extra care.
• No luggage is released without matching tag and identification.
• The storage room is locked and checked every shift.

Required records and documentation

• Luggage storage register
• Tag counterfoil book
• Damage report
• Group luggage list

Related images

Document control