One of the responsibilities of a Front desk is to review expected daily arrival departures and guest requests.  As a Front desk, why do we need to review the arrival list?

When reviewing and planning expected daily arrivals, departures, and guest requests. We should consider the following except on

This is to record any important information regarding what has happened during a specific shift.

The Front desk receptionist ascertains the list of anticipated check-out for the day. He /she confirmed with the guest the check-out and time Why the front desk need to confirm the check-out day and time of the guest?

Ms. Gomez her role is to handle guests’ registration, and check-out procedure, handle guest mail; and coordinates room status updates with other departments. There was a guest who came into the front desk to pay all his/her bills but did not check out on that day. Ms. Gomez, she’s not aware of this situation and she marks room 101 as vacant. Ms. Gomez did not coordinate with housekeeping about the status of the guest. There was a call coming from the caller and ask if there is an available room for that day. She says yes. The caller asks Ms. Gomez to reserve the room and pay for the room in advance. The customer agreed to the hotel policy. Ms. Gomez update her arrival list for incoming guests at the specific daytime the guest reserved. She calls the housekeeping department to prepare room 101 because guests arrive at 11 am. The housekeeping said to Ms. Gomez there was a current stay in room 101. She notice she had a mistake in updating the guest directory and lack of coordination with the housekeeping department. The time will come the guest arrives at the hotel and the room that he/she reserved is occupied by another guest. If you are Ms. Gomez how would you handle this situation?

When you see the arrival guest coming in. What will you do as a bell desk staff?

How to welcome and escort the guest to the front desk?

1.   Make guests feel welcome

2.   Unload luggage for checking in guest

3.   Open the door for arriving vehicle

4.   Escort or directs the guest to the front desk 

During registration, the guest is required to enter important information in the GRC such as guest name, contact number, purpose of stay at the hotel, and passport and visa details in case of a foreign guest. As a front desk, why is it important to gather guest information?

  Registration is the process of gathering information from the guest that is mandatory as per law prevailing in the country. Registration in a hotel  is important because__________________.

How are you going to handle guest arrival?

 The Front desk informs you that there will be a guest coming at 11 in the morning named Ms. Matsuto. She ask you to escort the guest when she arrived. The taxi stops in front of the hotel and this is Ms. Matsuto. How are you going to assist Ms. Matsuto with her luggage?

 After the security check is complete. What will the bellboy do for the guests belongings?

After the check-in procedures, the guest is asked by the Front Desk associate to identify their bags. If you are a Front desk, what questions would you ask your guest after check-in procedures?

Once the pieces of baggage are identified by the guest. As a bell staff, what will be the next step that you need to do?

 Ms. Chiara and her friends are check-out and requested to keep their luggage outside their the room and brought it to the lobby area. What are you going to do to help Ms. Chiara and her friends?

  Which is responsible for escorting guests during check-in and check out attending to guest luggage and doing the errand for the front desk?

What is the first procedure for escorting and assisting the guest?

  Mr. Masigan is a first-time guest visiting your hotel. The Front desk introduces you and gives a guest room key and asks you to escort  Mr. Masigan to his room. While walking with the guest you explain the different facilities of the hotel that you may pass by. When you are in the elevator, the elevator is full. What will you do?

How do we explain the different features of the room to the guest?

What is the nine procedure in escorting and assisting guest?

Which of the following details should be recorded in the luggage storage logbook?

   To avoid injury in lifting and carrying guest luggage. What you should be avoided?

Arrange the following steps in loading and transporting luggage and other articles.

                   1.       Handleluggage and other articles safely with care

                   2.       Put heavier or larger items on the bottom of the luggage cart, car trunk or

                              courtesy van

                   3.       Hang soft garment bags from the luggage cart bars or place them on top of other  

                              luggage.

                   4.       Secure fragile items between bags; do not put other items on top of fragile items.

                   5.       Push heavy luggage carts instead of pulling them

                   6.       Move slowly, especially around corners, so items don’t shift and fall of short

  Mr.  Narboneta is assigned as a porter who awaits the arrival of the expected group. Upon arrival, Mr. Narboneta leads the coach to the designated parking. He welcomes and greets the group leader and then guides the group to their check-in areas as needed. Mr. Narboneta's duties are to unload the luggage and appropriately position the luggage in the assigned location that is. Before transporting the guest’s luggage to their designated room. What is the first step he will do?

It is where the luggage is temporarily stored upon the request of the guest after checkout or during waiting hours when the room to be occupied is not yet ready

 The porter attached the luggage claim check to each piece of luggage during the check-in procedure. Tear off claim stubs and present them to the guest. How to explain to guests how to pick up their checked luggage?

The following must be observed by the bell staff to ensure the safety of luggage in the storage facility. Which of the following procedures is NOT belong?

  There is a group of arrival who is coming to your hotel. Your role as a bell staff is to unload the luggage when they arrive. Verify the number of the luggage to the tour leader ensuring that no luggage is missing. Attach the tags on each piece of luggage, and then arrange them according to room numbers while the tour leader is completing the registration and check-in at the front desk.  What will you do if the guest rooms areready forr occupancy?

Asa bell staff, why do we need to carefully check the number of luggage on the room list during check-out?

When the guest request to leave their heavy luggage in the hotel after departure for convenience in traveling they will just claim them later. What will you do?

When you store luggage in the storage room facility. What information that you need to write on the luggage tag?

A group of guests checking in that is headed by a leader whose reservation is prearranged by our operator or company

It is the equipment used in transporting the luggage to a guest room.

 It is a reference for identifying and securing the luggage of guests.

A guest reports that his luggage is missing. How to handle this situation?

   Arranget he following procedures for releasing stored luggage from the facility.

1. Collect the claim stub or the bottom part of the tag from the guest.

2. Check for the luggage in the storage room that corresponds to the claim stub by looking on the luggage tag information.

3. Note the date of release in the luggage storage logbook.

4. Detach the tag and assist the guest in carrying the luggage.

  You are working as a bellboy in a hotel. You saw there a guest carrying scanty luggage. What will you do?

Why did the bellboy string or loop the bottom parts of the group luggage?

There is unclaimed luggage that did not pick up on the expected date for pick up. You send an email to the guest and you can’t reach the guest through the contact number. How to handle this situation?

There is a lot of luggage that you need to store in the storage rooms. There are big sizes and small sizes of luggage. How to arrange the luggage or place the luggage in the storage room?

As a bell staff at PJ Suite, you are assigned by the front desk to welcome and assist the guest during her arrival. Ms. Lea Calsada is one of the foreign guests expected to arrive on that day. She has a leg injury and bringing with her huge luggage, the reason why she found it difficult to reach the front desk. So she needs more attention with this situation, much more he is very much particular with the time, the idea for her is 2 hours before the expected check-in time of arrival. However, the room reserved for Ms. Lea Calsada is not yet available because the room is still occupied. What should you do as a front desk to help Ms. Calsada?

Refer to the situation in No. 41.

Why Ms. Calsada is difficult to reach the Front desk?

  Luggage handling of the guest is performed on numerous occasions. When did the bellboy carry the luggage of the guest?

 During arrival bell boy carries the luggage of the guests from the car to the lobby and further assist guest luggage to the assigned room, this venture is called_________.

What kind of services or facilities is very essential to offer to the departure guest whenever you are done with collecting luggage in the room before you leave and end services?

  Why bell desk is an extended arm of the Front desk?

Ms. Jay- em requests to check out and she requests to pick up her luggage in room 101 at 1 p.m. As a front desk, you need to respond to the request and coordinate with the bell desk immediately. How do you relay the information to the bell desk staff?

If you are not able to provide the guest's request, what action you will be going to offer?

How do you handle the guest who’d like to know information about the places or destination?

Mr. Jordan  Pantoja is a first-time guest who visits your where is a city and wants to make dinner with his friends but he did not know where is the best restaurant in Marikina. How do you help Mr. Jordan?