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Bell Desk Duties and Function Audit Checklist - Guest Arrival

  • Guest acknowledged with eye contact and smile within 10 feet.

  • A polite greeting, offer of assistance, etc. was made within 5 feet.

  • Bell Desk staff obtained and used guest name at least one time.

  • If toured, bell desk staff obtained the key packet and offered to show the guest around the place.

  • During hotel tour, important information on hotel facilities were pointed out and orientation to food and beverage facilities was provided.

  • Breakfast timing on coffee shop and other F&B outlet timings where.

  • If hotel tour provided, then staff opened door and explained key usage.

  • Doorstop was used to prop open the door.

  • Bell Desk Staff asked about luggage placement, and also offered to hang garment bag.

  • Offered to introduce add on services like hotel memorable, robes for purchase, shoe shine service, postage service etc.

  • Pointed out emergency exits and safety features.

  • If available, bell person offered to fill ice bucket.

  • Inquired if assistance was needed in making plans to have fun while in the hotel, offered concierge services, as appropriate.

  • Further assistance was offered.

  • Staff member was the last one to speak (kind comment, etc.) and wish guest a nice stay at the hotel.

  • Bell person well groomed and uniformed, name tag was present.

  • The speed of service adapted to the environment and the needs of the guest.

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Authored and managed by Augustine, a hotelier with over 20 years of experience in the industry. He has a 3-year diploma with 'honors' from the American Hotel & Lodging Educational Institute and a Bachelor of Computer Application - BCA Degree.