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.