Chapter 9, Section 2

1. Chapter 9, Section 2

2. Welcoming Guest and Offer Assistance • Greet guests • Assist guests out of vehicles • Open lobby doors for guests • Offer valet parking • Inform guests of parking charges • Provide directions to parking areas • Assist guests with luggage • Store guest luggage • Answer guest questions • Suggest activities

3. Loading a Courtesy Van, Car Trunk, Luggage Cart • Put heavier or larger items on the bottom. • When using a luggage cart, place the heaviest items over the rear stationary wheels. • When lifting items, bend at the knees. • Keep your back straight and use your legs to lift. • Set items down carefully • Hang soft garment bags from luggage cart bars or place them on top of other luggage.

4. Loading a Courtesy Van, Car Truck, or Luggage Cart, continued • Secure fragile items between other bags (do not put other items on top of fragile items). • Secure all luggage on the cart before moving it. • Push heavy luggage carts instead of pulling them. • Move slowly, especially around corners. • Never allow guests to use luggage carts by themselves

5. Handling Group Arrivals • Have enough luggage claim checks or tickets when unloading the motor coach, bus, or van. • Tag all luggage with the guests’ names before guests go to the front desk. • Arrange luggage onto luggage carts by room numbers. • Assist guest who return after checking in and insist on handling their luggage. Help them find their bags. • Match names on claim checks with the rooming list an deliver luggage by floors to save time.

6. Handling Group Departures • Take luggage cart and go to each guestroom on the lsit to pick up luggage. • Introduce yourself when guests open the door. Enter the guestroom when invited in. • Quickly check each guestroom for personal articles that might have forgotten. • Take the luggage to where it will be easy to load the tour bus or van.

7. Section 9.2 Quiz • True/False: Bell attendants should never open the door of an arriving guest’s vehicle unless the guest has instructed them to do so. • True/False: The typical luggage claim ticket has two parts: one for the guest and one for the attendant.

8. Section 9.2 Quiz 3. Which of the following most accurately describes a step to follow when loading luggage onto a luggage cart? • Heavier or larger items should be placed on the bottom. • Loose items such as toys should never be placed on the cart. • Guests should load their own carts to avoid liability.

9. Section 9.2 Quiz • The entire procedure of checking guests in and taking them and their luggage to the guestroom is referred to as: • Nighting guests • Rooming guests • Hosting guests

10. Section 9.2 Quiz 5. Which of the following is the most likely reason why bell attendants should not expect a cash tip from large group guests? • Large group guests are notoriously stingy when it comes to gratuity. • Large group guests typically only use credit cards to pay service. • For most large groups, gratuity is included in the package price.