Hotel Uniformed Staff slides for Hotel Management students..

1. HOTEL UNIFORMED STAFF
PRABAL MUKHERJEE
LECTURER
INDIAN HOTEL ACADEMY

2. HOTEL UNIFORMED SERVICES
Lobby Desk : The lobby desk is situated
prominently in the lobby. It is a one point
contact for the management for all
guests to sought issues about the hotel.
The desk is manned for all three shifts by
a Lobby Manager, who is the
representative of the General Manager
at all times, during the day and night.
During the day, he has certain powers to
make decisions on behalf of the
management but at the sole in charge at
night when the management offices are
closed. He or she oversees the Bell Desk
services which includes porterage,
concierge, transport and left luggage
activities.

3. LOBBY MANAGER’S DUTIES &
RESPONSIBILITIES
• In a nutshell the Lobby Manager’s main
duties and responsibilities :
 Coordinate all guest services from a
central point.
 Handle all guest complaints and disputes.
 Interpret and safeguard house policies
with guests.
 Evict undesirable guests from the
premises.
 Ensure proper baggage handling services.
 Ensure efficient transportation services to
the guests.
 Maintain order in the lobby.
 Be the sole representative at night.

4. BELL CAPTAIN
• The Bell Captain is a senior
supervisor who covers the
morning shift. His main role is to :
 Set the work schedules for all the
other shifts
 Supervise the morning shift as all
arrivals and departures are
related to the room day which is
at 12 noon.
 Bell Captain assumes all
responsibilities as a supervisor for
that shift.

5. BELL CAPTAIN
 Stand in for the lobby
manager in his absence.
 Be accountable in the
movement of guests’
baggage.
 Control the left luggage
procedures.
 Organise errands as required
by guests and management.
 Oversees the transport
operations and valet parking.

6. BELL ATTENDENTS
Many Guests arrive at the hotel with heavy baggage or several pieces of luggage.
Guest receive help handling this luggage from probably the best known employee
among the uniformed service staff: the bell attendant.
The selection of the bell attendant has to be done carefully, because most hotels have
carts or baggage trolley for transporting baggage, the physical ability to actually
carry the baggage is nota a critical job qualification. More importantly the bell desk
personals should have strong communication skills and should be able to give
personalized service to each guest.

7. BELL ATTENDENTS
• Below are some tasks performed by the bell desk attendants,
Even though the mentioned tasks appear simple they all
require a degree of professionalism.
• Transport Guest Luggage to and from guest rooms.
• Familiarize guests with the hotels's facilities and services,
safety features, as well as the guest room and in room
amenities .
• Provide a secure area for guests requiring temporary luggage
storage.
• Provide information on hotel services and facilities.
• Escort guest to guest rooms.
• Deliver mail, packages, messages, and special amenities to
guest rooms.
• Pick up and deliver guest laundry and dry cleaning.
• Perform light housekeeping services in lobby and entry areas.
• Help guests load and unload their luggage in the absence of a
door attendant.
• Help guest with special challenges or disabilities.