Procedure of Handling Guest Luggage with industry standard

TECHNICAL TERMS
● Bell Captain – supervises the bell staff or porters in bell desk
service of hotel establishment
● Porter – another term for bellboy or bell staff
● Tour Group – group of guests checking in that is headed by
a leader whose reservation is prearranged by a tour operator
or company.

On Guest arrival:
● As soon as a taxi (or any other transportation) stops in front of
the hotel / porch, Bell Personal or Door man should open the
passenger door.
● Greet the guest: "Welcome to [Your hotel name], I am [your
name] do you need some help with your luggage?"
○ Help the guest to get out of the taxi (if needed).
○ Take the luggage from the trunk (ensure with the guest
that nothing is missing).
○ Ask for guest name: "May I have your name Sir / Madam?"
● Tag the luggage.
● Escort or guide the guest to the reception area or to the
reception floor.

● Inform the guest that you will be taking care of their luggage.
● If the reception is located on another area or floor then,
Check the PMS and find out what room has been allocated to
the guest.
● Write down the room number on to the luggage tag.
● Check with the FO team if the check-in formality is
completed.
● If the room is ready then place the luggage on the luggage
rack in the room.
● If the room is not ready, then store the luggage in the store
room on the designated arrival shelve and update the Daily
luggage register or log book with the details.
● Escort the guest to the room if required and send the
luggage by the staff elevator only.

On Guest Departure:
● Collect the luggage from the guest room.
● Try to have a casual conversation with the guest on
the way down: "Mr / Ms. [Guest Name] I hope you
enjoyed your stay with us. Would you need a taxi to
airport?"
● If the guest ask the luggage to be stored, tag the
luggage accordingly (guest name, room number,
date and time of collection) and get the guest
signature on the - Long term luggage request form.

● Store the luggage on the designated departure
area.
● If the guest is leaving the Hotel immediately
after completing the check-out procedure, then
bring the luggage to portico.
● If taxi is waiting then load the luggage to the taxi
and request the guest to verify the loaded
luggage.
● Update the departure luggage movement on
the Daily Luggage movement register or log
book.

HANDLING GROUP
LUGGAGE AT ARRIVAL
AND DEPARTURE

Before the Group's Arrival
1. Secure a copy of arrival documents to do all necessary
preparations for the group guests’ arrival
○ arrival list to assume the particular hours in the shift that
will become very busy
○ room list to determine the rooms allocated for the
members of the tour group
2. Prepare the luggage tags ahead of time using the
information in the room list.

Room Number: __________ Date: __________
Guest Name: __________ Assigned Bell Boy: __________
Suitcase Briefcase Handbag Packets Other
Remarks:
Bell Boy Signature Bell Captain Signature
Room List

During the Group Arrival
1. Help the vehicle operator unload the luggage.
2. Gather the members of the tour group at the reception’s
waiting area so that they will not block the hotel’s door
entrance.
3. Verify the number of luggage to the tour leader ensuring
that no luggage is missing.
4. 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.

During the Group Arrival
5. If the guest rooms are ready for occupancy, deliver the
luggage at the right building floors and room numbers
then place them at the luggage racks. Have an efficient
system of delivering luggage to save time and energy
such as planning your trip according to building areas.
6. If the guest rooms are not yet ready occupancy, then
store the luggage in the hotel's luggage storage
facility Do the necessary updates on the logbook.

During Group Departure
1. Plan all expected departures by referring to the departure list
2. Collect the luggages of the group for checkout through the front desk.
3. The tour leader usually gathers the members of the group at the reception
during checkout. This will be the time for the bell staff to collect the luggage
from individual rooms of the group or if they already brought it to the eception
area.
4. Once all luggages are collected to the reception area, make sure that the
number of luggage will match with the room list.
5. Give the room list to the bell captain to inspect that all luggages are collected
correctly. The bell captain verifies the number of luggage to the tour leader
6. Place all luggage requested in the hotel’s luggage storage facility if the group
will get it after checkout. Give the claim stub to the guest.
7. If the group already claimed their luggage at the storage facility, help the
vehicle driver in loading the luggage.

Load and Transport Luggage and other Article
1. Handle luggage and other articles safely with care
2. Put heavier or larger items on the bottom of the luggage cart, car trunk or
courtesy van
➢ When lifting items, bend at the knees
➢ Keep you back straight
➢ Use your leg muscles, keeping the item close to your body
➢ Set the item down carefully
➢ Lift luggage, stand alongside of it and bend at the knees. Try to limit
bending at the waist. Lift the luggage with your leg muscles. Grasp the
handle and straighten up. Once you lift the luggage, hold it close to your
body.
➢ Do not twist when lifting and carrying luggage. Point your toes in the
direction you are headed and turn your entire body in that direction.

Load and Transport Luggage and other Article
3. Hang soft garment bags from 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 off short

Luggage Storage Room:
● Luggage room should be always organized and
neat.
● The luggage room is divided in 3 areas, arrival,
departure, long term storage.
● Each luggage has to be tagged using luggage
tag (Sl no, Guest name, date, room no, guest’s
signature and time of collection).

● A phone number or email address must
be on the long term storage luggage
form.
● Long term luggage storage register has
to be completed and signed by the
guest.
● Following questions need to be asked
while keeping in Items for long storage:

a) Fragile Items
● Ask the guest if there are any fragile items in
their suitcase,
● If yes, mark “Fragile” on the luggage tag.

b) Perishable
● For items who need to be kept cool (medication,
food…) check with Food and beverage kitchen.
● Record where the items are stored in the luggage
register.
● For long term luggage storage ensure with the
guest that there are no perishable items inside the
luggage.

Security & Safety
● Always keep the luggage room closed and dry.
● Do not leave guests alone in the luggage room.
● Remind the guest to keep their valuable item
with them (Jewellery, phone, wallet, camera,
Ipad etc.)
● Log down in the bell desk log book and also on
errand card each luggage handling done
(Arrival, Departure, Stored) etc.

Summary questions:
Q1. How to welcome the guest on Arrival?
Q2. What action to be taken if the allocated room is not ready?
Q3. What is the procedure for long term luggage storage
requests?
Q4. Why it is important to confirm that there is no perishable
items of the stored luggage?
Q5. What all questions to be asked when storing items for long
term?

Procedure of Handling Guest Luggage with industry standard

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