BAMZOOKA
Bell Desk Audit for Departure Service
- Bell person arrived at the guest room no more than 5 minutes after the request, or guest was advised if more time was needed
- Bell person knocked on the door three times (or rang bell) and announced themselves
- Guest name was used at least one time during the conversation
- Bell person inquired about the guest’s experience at the hotel, any negative feedback reported to the proper team
- Door assistance provided
- Doorstop was used to properly open the door
- All luggage was confirmed before leaving the room, if the guest was not leaving immediately an offer was made to store luggage
- Guest was asked if the safe was used, bell person ensured that no items were left behind
- Guest transportation needs were determined and arranged accordingly
- Guest was brought to the front desk and handed to front desk person using the guest's name. If front desk person was occupied, bell person provided departure assistance
- Gratuities given by guest were discreetly accepted with gratitude
- Staff member was the last one to speak (kind comment, invitation to return, etc.)
- Door/bell staff well groomed, uniformed, name tag was present
- Staff did not eat, drink, smoke or chew gum
- The speed of service adapted to the environment and the needs of the guest
Bell Desk Duties and Function Audit - 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
- 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 were explained properly
- Doorstop was used to prop open the door
- If hotel tour was provided, then staff opened doors and explained key usage
- 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