Written By: Yoshika Brooks D’silva

Most General Managers depend on the performance of an outstanding front office to help them meet their guest service and profitability goals. The front desk develops the first impression about the level of services, standard, facilities and hospitality of any hotel. The Bell Desk is an extension of the Front Office Department and is located very close to the main entrance of the hotel. This section is headed by a bell captain, who leads a team of bell boys (also called bellhops) and page boys. 

The word ‘bellboy’ or ‘bellhop’ comes from the old fashioned hotel practice of the desk clerk ringing a bell to summon the bellhop, who would presumably ‘hop’ to work, hurrying to help with the patron’s bags. The bell service staff is of critical importance to a hotel, as they are the first (arrival) and the last (departure) contact a customer or guest interacts with. 

Duties & Responsibilities :

• Greet all guests in the lobby in a warm and professional manner, make them feel welcome and anticipate their needs before they arise. 
• Escort all guests checking-in to their accommodations following hotel procedures.
• Orienting guests of hotel facilities, guest room features and emergency procedures.
• Ensure collection and delivery of guest luggage and other belongings in an efficient and timely manner.
• Assist guests with long term luggage storage requests/ left luggage requests.
• Making sundry purchases like postage stamps, medicine etc for the guest 
• Respond to guest requests and queries providing knowledgeable and helpful information service.
• Assist with answering telephone calls, taking important guest messages, transferring calls and dealing with enquiries at the bell or concierge desk.

Skills Required : 

• Good Interpersonal Skills 
• Good Communication Skill
• Well Groomed & Presentable 
• Punctual & Organized
• Ability to provide excellent customer service and maintain a professional demeanor.
• Extremely agile as the job demands speed and efficiency in its execution 

(The author is a faculty member at VMSIIHE)