ASSISTING WITH LUGGAGE

Guest Expectation :

This is a courtesy which I find separates a standard hotel from one which calls itself “5 star”. I expect offers of assistance from all staff, irrespective of which departments they work in.

Why is this task important for you and our guests?

Answers: 

1. I understand the importance of helping guests.

2. When I offer help with the luggage, I am able to satisfy our guests and increase the GSTS score.

3. Guests feel comfort.

4. I can show my professionalism.  Able and will recognize our special attention.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Assistance	When you see a guest on the floor carrying luggage or a package, stop your work and assist the guest without hesitation.	Why do I need to offer assistance?
Greet the guest	Politely greet the guest and offer your assistance by saying, Good Morning/afternoon/evening, may I help you?	DRILL LANGUAGE
When guest accepts the offer	If the guest accepts your offer, ask for the room number and help the guest to carry the luggage or package to the room. When in the room, check with guest where to place the luggage/package Before leaving the guest, always ask guest if further assistance is needed. Close the guest door and return to your assignment.	Why do I need to ask for further assistance?
If guest is leaving the room and is departure	If guest is going to the elevator, carry the guest luggage into the elevator. Be courteous and allow the guest to enter the elevator first. Hand over the luggage/package to the guest in the elevator and wish, “goodbye and we hope to see you again”, if the Bellmen is not available.	Why do I need to let the guest enter the elevator first? Why does not the Bell man help with the luggage?
Return to assigned work	Close the guest door and return to your assignment.  Continue with your assigned work	Why do I have to close the door?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. Why should I pay special attention to all guests I pass in the Corridor?

2. What is so special when offering this service?

3. Do I have to return immediately to my assigned work?

4. What do I do if I have been given extra rooms for the day? Must I still offer assistance?