The front office of a hotel is often referred to as the nerve center of hotel operations. Within the front office, the Bell Desk and Concierge play critical roles in ensuring seamless guest service and creating memorable guest experiences. These departments act as the first point of contact for guests upon arrival and the last upon departure, making their contribution vital to guest satisfaction.
Introduction
to Bell Desk Operations
The Bell Desk, sometimes known as the Bell
Stand, is located in or near the hotel lobby, typically close to the main
entrance and reception. It is managed by bell staff, including the Bell
Captain and Bell Boys/Attendants, who are responsible for handling
guest luggage, providing directions, and facilitating various guest requests.
The Bell Desk is an extension of the front
office and plays a supportive role in providing personalized services. It is
often the first team guests interact with after check-in and plays a vital part
in guest arrival and departure procedures.
Equipment
Used at the Bell Desk
The Bell Desk is equipped with tools and
equipment that support luggage handling, paging, and smooth operations. Key
equipment includes:
a. Luggage
Trolleys
Used to transport guest luggage safely and
efficiently. Types include:
- Cart Type Trolleys
- Flatbed Trolleys
- Bellman’s Gold Trolleys
b. Luggage
Tags & Stickers
Used to tag guest baggage for identification
during arrival or storage.
c. Paging
Board
Used for displaying guest names during the
paging process, especially at transport hubs.
d. Log
Books and Registers
For maintaining records of guest requests,
luggage storage, and room changes.
e. Storage
Racks
For organizing and storing luggage
temporarily.
f. Communication
Devices
Includes:
- Telephones
- Intercom systems
- Walkie-talkies for intra-departmental coordination
Functions
of the Bell Desk
The Bell Desk is entrusted with multiple functions that contribute to smooth front office operations:
a. Guest
Luggage Handling
From receiving baggage at the entrance to
escorting it to the room, luggage handling is the primary duty of bell staff.
b. Assisting
at Check-In and Check-Out
Bellboys assist guests in transporting luggage
to/from rooms, explaining room amenities, and accompanying them during
check-out.
c. Handling
Left Luggage
Guests may leave their luggage with the hotel
before check-in or after check-out. The bell desk ensures proper tagging and
storage.
d. Paging
Guests
If a guest is not in their room, paging helps
locate them. This is common in larger hotels or during emergencies.
e. Room
Transfers
Bell staff assist in transferring luggage
during room changes.
f. Mail and
Message Delivery
Delivering mail, messages, and newspapers to
rooms is also managed by the bell desk.
g. Coordinating
Transportation
Bell staff assist in arranging taxis, luggage
loading, and providing directions to drivers.
h. Valet
Services (if applicable)
Assisting with parking and vehicle retrieval
in hotels that offer valet parking.
Luggage
Handling Procedure
Proper luggage handling reflects the hotel's
efficiency and care for guest property. Key steps include:
a. Arrival
- Greet the guest with a smile.
- Offer to assist with luggage.
- Tag the luggage with guest details.
- Escort the guest to reception and then to the room.
b. In-Room
Service
- Place the luggage in the appropriate spot.
- Explain room features (light switches, AC, etc.)
- Offer further assistance and wish the guest a pleasant stay.
c. Departure
- Assist in packing and collecting luggage.
- Transport luggage to the lobby or vehicle.
- Ensure all items are accounted for.
d. Left
Luggage Handling
- Issue a Left Luggage Tag to the guest.
- Record details in the Left Luggage Register.
- Securely store the luggage in the luggage room.
Paging
Systems in Hotels
Paging is the
method of locating guests within the hotel premises when they are not in their
rooms. It is often used for VIP guests, transportation notifications, or in
emergency cases.
a. Types of
Paging
- Printed Paging Boards (with
guest names displayed)
- Electronic Boards
- Verbal Announcements in
public areas (if permitted)
b. Paging
Procedure
- Confirm the guest’s identity and expected location.
- Use the paging board or public announcement system.
- Escort the guest or inform them of the message upon contact.
Change of
Room Procedure
Room changes are common due to guest requests,
maintenance issues, or upgrade opportunities.
a. Reasons
for Room Change
- Discomfort or dissatisfaction
- Malfunctioning amenities
- Noise disturbances
- Complimentary upgrades
b. Bell
Desk Role
- Coordinate with the front desk for new room assignment.
- Assist the guest with packing and moving.
- Transport luggage and help set up in the new room.
- Update the Room Change Register.
Introduction
to Concierge Operations
The Concierge Desk operates alongside
or near the Bell Desk and focuses on providing personalized services to guests
beyond standard procedures. The concierge is often a well-informed, courteous,
and resourceful professional who can assist with a wide range of services.
a. Definition
A Concierge is a hospitality
professional who assists guests by handling bookings, recommendations,
transportation, event tickets, and special requests.
b. Key
Attributes of a Concierge
- Excellent local knowledge
- Strong communication skills
- Networking with local service providers
- Multilingual abilities (in luxury hotels)
- Confidentiality and discretion
Functions
of the Concierge
The concierge’s role revolves around enhancing
the guest experience:
a. Information
Provider
Offers information about the hotel, city,
attractions, shopping areas, dining, and cultural experiences.
b. Booking
and Reservations
- Restaurant reservations
- Spa appointments
- City tours and excursion packages
- Show or event ticketing
c. Transportation
Arrangements
- Booking taxis, limousines, or airport shuttles
- Scheduling rental cars
- Private guides or translators
d. Special
Requests
- Celebrations like birthdays or anniversaries
- Floral arrangements
- Babysitting services
- Courier and postal services
e. VIP and
Loyalty Guest Services
- Personalized welcome
- Gifts and amenities
- Exclusive access arrangements
Concierge
vs Bell Desk: Key Differences
|
Aspect |
Bell
Desk |
Concierge |
|
Primary Role |
Luggage handling and escorting guests |
Personalized services and guest assistance |
|
Location |
Near hotel entrance or lobby |
Near the bell desk or lobby |
|
Staff Designation |
Bell Captain, Bellboy |
Concierge |
|
Focus |
Operational/logistical |
Information and guest experience |
|
Guest Interaction |
Arrival, Departure, Room moves |
Throughout the stay |
Common
Forms & Formats Used
Both departments use various forms and formats
for systematic operations and record-keeping.
a. Left
Luggage Register
Used to record details of stored guest luggage
including:
- Guest name
- Number of bags
- Luggage tag number
- Date and time
- Signature of guest and bell staff
b. Luggage
Movement Register
Tracks movement of guest luggage during
check-in, check-out, and room changes.
c. Paging
Register
Maintains record of all paging requests and
responses, including:
- Date and time
- Guest name
- Person paging
- Reason
- Outcome
d. Errand
Card
Documents bell desk duties carried out:
- Room number
- Luggage count
- Time in/out
- Signature of bellboy and guest
e. Room
Change Register
Records:
- Original and new room numbers
- Reason for change
- Time and date
- Guest signature
f. Concierge
Logbook
Chronological record of guest requests and
fulfillment, including:
- Name and room number
- Type of request
- Vendor or contact used
- Charges (if any)
- Remarks
Importance
of Bell Desk and Concierge in Guest Satisfaction
The impression created by bell desk and
concierge services can influence overall guest perception. Benefits include:
- Warm welcome and smooth departure
- Quick resolution of guest needs
- Value-added services
- Positive reviews and return visits
For luxury and business hotels especially,
concierge services can be a major point of differentiation in the competitive
hospitality market.
