COMPETENCY-BASED LEARNING MATERIAL

SECTOR TOURISM (HOTEL AND RESTAURANT)

QUALIFICATION TITLE FRONT OFFICE SERVICES NCII
UNIT OF COMPETENCY PROVIDE CONCIERGE AND BELL SERVICES
MODULE TITLE PROVIDING CONCIERGE AND BELL SERVICES
 HOW TO USE THIS MODULE

Welcome to the module in “Front Office Services”. This module contains training
materials and activities that a trainee should complete.

The unit of competency Provide Concierge and Bell Services deals with the
knowledge, skills and attitudes in providing bell and concierge services required
for handling guest arrival and departures, handling guest luggage and responding
to requests for bell desk services. This is one of the core modules for National
Certificate level II (NC II).

Trainees are required to go through a series of learning activities in order to

complete each of the learning outcomes of the module. In each learning outcome
there may be Information Sheets, Work Sheets, Task Sheets, and Job Sheets.
Follow these activities on your own and answer the Self Check at the end of each
learning activity.
• Information Sheet: This will provide you with information Sheet
(concepts, principles and other relevant information} needed in
performing certain activities.
• Work Sheet: This will provide you with written exercises to practice
the concepts which has been learned
• Task Sheet: This will guide you in performing single task, operation or
process in a job.
• Job Sheet: This is designed to guide you how to do job that will
contribute to the attainment of the learning outcome.

If you have questions, do not hesitate to ask your trainer for assistance.
Date Developed: Document No. FOS2-06-02
Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 1 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
Recognition of Prior Learning (RPL)
You may already have some of the knowledge and skills covered in this module
because you have:
o been working for some time
o completed training in this area.
If you can demonstrate to your trainer that you are competent in a particular skill
or skills, talk to him/her about having them formally recognized so you don’t have
to do the same training again. If you have a qualification or Certificate of
Competency from previous trainings show it to your teacher. If the skills you
acquired are still current and relevant to this module, they may become part of
the evidence you can present for RPL. If you are not sure about the currency of
your skills, discuss it with your trainer.

After completing this module, ask your trainer to assess your competency. Result
of your assessment will be recorded in your competency profile. All the learning
activities are designed for you to complete at your own pace.

Inside this module you will find the task for you to complete followed by relevant
information sheets for each learning outcome. Each learning outcome may have
more than one learning activity.

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 2 of 34

Developed By:
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Medina
 FRONT OFFICE SERVICES NCII
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies
NO. Unit of Competency Module Title Code
1 Receive and Process Receiving and TRS5123105
Reservations Processing Reservations
2 Operate a Computerized Operating a TRS5123106
Reservations System Computerized
Reservations System
3 Provide Accommodation Providing TRS5123107
Reception Services Accommodation
Reception Services
4 Conduct Night Audit Conducting Night Audit TRS5123108
5 Provide Club Reception Providing Club TRS512305
Services Reception Services
6 Provide Concierge and Providing Concierge and TRS5123109
Bell Services Bell Services
7 Provide Cashiering Providing Cashiering TRS5123110
Services Services

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Medina
 Table of Contents
How to Use This CBLM...... ............................................................................................................................................ 1
List Of Competencies.... ................................................................................................................................................ 3
LO 1. Handle guest arrivals and departures.................................................................................................................5
Modul Content .............................................................................................................................................................. 7
Learning EXperiences.................................................................................................................................................... 9
Information Sheet 6.1-1. Check-in and Checkout Assistance Type chapter title (level 2)……………………………….….10
Task Sheet 6.1-1A. Provide Check-in Assistance............................................................................................... 14
Performance Criteria Checklist 6.1-1A……………………………………………………………………………….…………………….15

Task Sheet 6.1-1B. Provide Checkout Assistance…………………………………………………………………………………………….16

Performance Criteria Checklist 6.1-1B……………………………………………………………………………………………………...17

LO 2. Handle guest luggage……………………………………………………………………………………………………………………………….18

Learning EXperiences.........................................................................................................................................20

Information Sheet 6.2-1. Storing and Releasing Stored Luggage...............................................................................21

Self-Check 6.2- Lie………………………………………………………………………………………………………………………………….………24

Answer Key 6.2-1…………………………………………………………………………………………………………………………….….….25

Task Sheet 6.2-1A. Accept and Store Luggage………………………………………………………………………………….….….…….26

Performance Criteria Checklist 6.2-1A…………………………………………………………………………………………....…….27

Task Sheet 6.2-1B. Receive Reservation: Charge To Company.............................................................................28

Performance Criteria Checklist 6.2-1B…………………………………………………………………………………………………...29

LO 3. Respond to request for concierge Services……………………………………………….……………………………………………….30

Learning EXperiences...............................................................................................................................................32

Information Sheet 6.3-1. Concierge and Bell Services…………………………………………………………………………………………33

Self-Check 6.3- 1………………………………………………………………………….….….…………………………………………………….….35

Answer Key 6.3-1…………………………………………………………………………………………….…………………………………….36

Technical Terms…………………………………………………………………………………………………………………………….…………………….37

Bibliography…………………………………………………………………………………….………………………………………………………………….38
Date Developed: Document No. FOS2-06-02
Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Developed By:
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Medina
 MODULE CONTENT
UNIT OF COMPETENCY: Provide Concierge and Bell Services
UNIT MODULE: Providing Concierge and Bell Services
MODULE DESCRIPTOR: This unit of competency deals with the
knowledge, skills and attitudes in providing
required for handling guest arrival and
departures, handling guest luggage and
responding to requests for bell desk
services.
NOMINAL DURATION: 20 Hours
QUALIFICATION LEVEL: NC II
PREREQUISITE: Receiving and Processing Reservations

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/trainees must be able to:
1. Handle guest arrivals and departures
2. Handle guest luggage
3. Respond to request for concierge services
ASSESSMENT CRITERIA:
1. Expected daily arrivals and departures and requests for major guest
movements are reviewed and planned in accordance with established
standards
2. Guests are welcomed promptly on arrival and directed to the appropriate
area for registration
3. Guests with luggage are assisted in accordance with established procedures
and safety requirements
Date Developed: Document No. FOS2-06-02
Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Developed By:
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Medina
4. Guests are escorted to rooms and where appropriate courteously
showed/explained the establishment/room features in accordance with
established procedures
5. Guest luggage is safely transported and delivered to the correct location
within appropriate timeframes
6. Luggage storage system is operated correctly and in accordance with
established procedures and security requirements
7. Luggage is marked and accurately stored to allow for easy retrieval
following the established procedures
8. Luggage is placed correctly within the storage system
9. Concierge is provided promptly and in accordance with establishment’s
security and safety requirements
10.Colleagues and other departments are liaised to ensure effective response
to concierge service requests.

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 6 of 34

Developed By:
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Medina
 LEARNING OUTCOME # 1 HANDLE GUEST ARRIVALS AND
DEPARTURES
CONTENTS:
• Check-in and Checkout Assistance
ASSESSMENT CRITERIA:
• Expected daily arrivals and departures and requests for major guest
movements are reviewed and planned in accordance with
established standards
• Guests are welcomed promptly on arrival and directed to the
appropriate area for registration
• Guests with luggage are assisted in accordance with established
procedures and safety requirements
• Guests are escorted to rooms and where appropriate courteously
showed/ explained the establishment/room features in accordance
with established procedures
CONDITIONS:
The students/trainees must be provided with the following:
• WORKPLACE LOCATION Front Office Workshop

EQUIPMENT:
• Computer, desktop or laptop, with media player installed
• Multimedia projector or LCD screen
• Multimedia speakers or earphones
• Bell cart

TOOLS, ACCESSORIES AND SUPPLIES

• Key card
• Luggage

TRAINING MATERIALS
• Competency-based Learning Material

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

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METHODOLOGIES:
• Lecture
• Self-paced Individualized Learning
• Audio-Visual Presentation
• Demonstration
• Observation
• Field-trip
ASSESSMENT METHODS:
• Role-play
• Demonstration
• Observation

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Medina
 LEARNING OUTCOME 1
HANDLE GUEST ARRIVALS AND DEPARTURES
Learning Activities Special Instructions
In this Learning Outcome, you will
learn how bell persons assist guests
during arrival and departure. Read
Read Information Sheet 6.1- 1 - each Information Sheet. Some learning
Check-in and Checkout activities may require you to. perform
Assistance certain tasks or jobs which the trainer
will evaluate based on the
performance criteria set.
View Video 6.1-1A -
Bell Service 1.mp4 Ask your trainer for use for multimedia
View Video 6.1-1B - equipment
Bell Service2.mp4
This is a role-playing task. When ready,
work with a partner who will pretend
Perform Task Sheet 6.1-1A - as a guest.
Provide Check-in Assistance
Evaluate performance according to the
Performance Criteria Checklist 6.1-1A
Perform Task Sheet 6.1-1B - This is a role-playing task. When ready,
Provide Checkout Assistance work with a partner who will pretend
as a guest.

Evaluate performance according to

the Performance Criteria Checklist
6.1-1A

After doing all the activities of this LO,

you are now ready to proceed to the
LO 2: Handle quest luggage
Date Developed: Document No. FOS2-06-02
Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
 INFORMATION SHEET 6.1-1
Check-in and Checkout Assistance
Learning Objectives:
After reading this information sheet, you should be able to:
1. identify the roles of the bell desk during guest arrival until rooming
2. identify the roles of the bell desk during guest departure

During their stay, guests require many services that may not be carried out
from the front desk. The bell desk, being the ‘extended arm’ of the front desk,
tries their best to deliver these services instead. The bell desk is a counter situated
at the lobby near the main entrance of the hotel, where it is visible to the front
desk, cashier and the doorperson.
CHECK-IN ASSISTANCE
Procedure Phraseologies
Smile, greet and welcome. “Good afternoon, sir. Welcome to ¢
uniformed services are the first The members of the ABC Hotel”
hotel employees who come into
contact-with guests when they
arrive. A pleasant smile and warm
welcome set the stage for guest
satisfaction
Offer to unload luggage from “May I help you with your vehicle
luggage?”
Count the luggage and inform the “One... two...] Sir, you have 2
guest to make sure all were taken bags. Would you please check if
out these are complete before we let
the cab go?”

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Developed By:
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Medina
 IF THERE IS DAMAGE on any “...you have 2 suitcases but one is
luggage: tell the guest at once damaged.”

Direct the guest to the Front Desk; “This way please, to the Front Desk”
standby as the guest registers
Receive the key “May I have the room key please?”
Lead the guest to their room “This way to your room Mr. Medina”
Sell hotel services “Are you here in the city for business or
for leisure?”

“You may grab this chance to try our

spa located on. the 4* floor or enjoy
our swimming pool from 7:00AM until
12:00 MN.”

“Our bar is also a comfortable place

for casual drinks and it is open until 12
midnight. I’m sure you can fully unwind
yourself and have a great time here.”
Knock
Open the room, switch on the lights “Here we are. [Open the door]

Mr. Medina, once you insert your key

card here, the whole room functions.”
Let the guest in
Bring in the luggage, ask guest where Where do you want me to put your
to put it luggage?
Show room while you explain the use “Mr. Medina, your room is equipped
of facilities with a safety deposit box. Please put
your valuables here.”

“And also here is the TV remote

control. We have 70 channels for you
to choose from.
Date Developed: Document No. FOS2-06-02
Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Medina
 Breakfast will be served tomorrow
starting at. 7:00. The restaurant is
open until 1OPM but room service is 24
hours. The menu is on the side table.
Ask if everything is ok. Show “Is there anything else I can help you
willingness to be of further help. with?”

“If you'll need anything, please don't

hesitate to call the Front Desk.”
Wish the guest a pleasant stay before “We hope you'll enjoy your stay with
leaving us.”

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Developed By:
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Medina
 CHECKOUT
Procedure Phraseologies
Proceed to the guest room and knock
Identify yourself
Greet guest “Good day Mr. Medina.”
Ask if guest/baggage is ready “Are you ready for checkout?”
Remind guest to double- check their “Please double-check your things.”
belongings
Usher guest to the Front Desk; standby “This way to the front desk please.”
until guest is ready to depart
Ask guest if luggage is complete [“One... two...] Sir, you have 2
bags. Would you please check if these
are complete?”

Assist in loading luggage onto the car

Wish the guest a pleasant trip “Thank you for staying with us, Mr.
Medina. We hope to see you again.
Have a safe trip.”

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 13 of 34

Developed By:
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Medina
 TASK SHEET 6.1-1A
Title: PROVIDE CHECK-IN ASSISTANCE
Performance Objective:

By performing this task, you should be able to:

• demonstrate how to assist guests during registration.
• demonstrate how to offer facilities and show room amenities to guests
Equipment:
Bell Cart
Tools /Supplies:
Luggage, Key Card
Time Allotment:
Practice until you can complete the task within 6 MINUTES
Safety Precaution:
Observe OH&S practices
Steps/ Procedure
1. Smile, greet and welcome
2. Count the luggage and inform the guest
3. Direct the guest to the Front Desk; standby as the guest registers
4. Receive the key
5. Lead the guest to their room
6. Sell hotel services (spa, swimming pool, and bar)
7. Knock
8. Open the room, switch on the lights
9. Let the guest in
10.Bring in the luggage, Ask guest where to put it
11.Show room while you explain the use of facilities (SDB, TV, breakfast.
Schedule, restaurant schedule, room service and menu)
12.Ask if everything is ok. Show willingness to be of further help.
13.Wish the guest a pleasant stay before leaving
Assessment Method: Role-play / Demonstration

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 14 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
 PERFORMANCE CRITERIA CHECKLIST TASK SHEET 6.1-1A

Provide Check-in Assistance

Trainee: __________________________________Date: ______________
CRITERIA YES NO
1. Guest was welcomed with a smile
2. Luggage was counted; guest was informed
3. Guest was directed to the Front Desk
4. Key card was obtained
5. Guest was led to their room
6. Hotel services were offered:
Spa
Swimming Pool
Bar
7. Knocked on door
8. Room was opened, lights were turned on
9. Guest was let in
10. Luggage was brought in; guest was asked where to put it
11. Room facilities were explained to the guest
Safety Deposit Box
TV
Breakfast schedule
Restaurant schedule
Room service and menu
12. Asked if everything is ok. Show willingness to be of further help.
13. Wish the guest a pleasant stay before leaving
14. Task was completed within the prescribed time
15. OH&S practices were observed
Comments/ Suggestions
______________________________________________________________________________
Trainer’s Signature______________________________ Date:______________
Date Developed: Document No. FOS2-06-02
Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
 TASK SHEET 6.1-1B
Title: PROVIDE CHECKOUT ASSISTANCE
By performing this task, you should be able to:
1. demonstrate how to assist guests during departure
Equipment:
Bell Cart
Tools /Supplies:
Luggage, Key Card
Time Allotment:
Practice until you can complete the task within 4 MINUTES
Safety Precaution:
Observe OH&S practices
Steps/ Procedure
1. Proceed to the guest room and knock
2. Identify yourself
3. Greet guest
4. Ask if guest/ baggage is ready
5. Remind guest to double-check their belongings
6. Usher guest to the Front Desk; standby until guest is ready to depart
7. Ask guest if luggage is complete
8. Assist in loading luggage onto the car
9. Wish the guest a pleasant trip
Assessment Method: Role-play / Demonstration

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 16 of 34

Developed By:
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Medina
 PERFORMANCE CRITERIA CHECKLIST TASK SHEET 6.1-1B

Provide Checkout Assistance

Trainee: __________________________________________ Date: _______
CRITERIA YES NO
1. Knocked on guest room door
2. Identified self as ‘Bell Service’
3. Guest was greeted
4. Asked guest if ready for checkout
5. Guest was reminded to double-check their belongings
6. Guest was ushered to the Front Desk
7. Luggage was counted and verified with the guest
8. Guest was assisted in loading luggage onto the car
9. Guest was wished a pleasant trip
10.Task was completed within the prescribed time
11.OH&S practices were observed

Comments/ Suggestions
_____________________________________________________________
___________________________________________________________________
___________________________________________________________________
Trainer’s Signature: _____________________ Date: ____________

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 17 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
LEARNING OUTCOME # 2 HANDLE GUEST LUGGAGE
CONTENTS:
1. Storing and Releasing Stored Luggage
ASSESSMENT CRITERIA:
1. Guest luggage is safely transported and delivered to the correct location
within appropriate timeframes
2. Luggage storage system is operated correctly and in accordance with
established procedures and security requirements
3. Luggage is marked and accurately stored to allow for easy retrieval
following the established procedures
4. Luggage is placed correctly within the storage system

CONDITIONS:
The students/trainees must be provided with the following:
1. WORKPLACE LOCATION Front Office Workshop
2. EQUIPMENT
3. TOOLS, ACCESSORIES AND SUPPLIES
• Luggage
• Luggage Tag
4. TRAINING MATERIALS
• Competency-based Learning Material
METHODOLOGIES:
5. Lecture
6. Self-paced Individualized Learning
7. Observation
8. Demonstration
ASSESSMENT METHODS:
1. Role-play
2. Demonstration
3. Observation

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Developed By:
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Medina
 LEARNING OUTCOME 2
HANDLE GUEST LUGGAGE
Learning Activities
1. Read Information Sheet 6.2- 1 - In this Learning Outcome, you will learn
Storing and Releasing Stored how bell persons accept luggage from
Luggage guests, store them, and release them
according to property standards. Read each
Information Sheet and answer the Self-
2. Answer Self Check 6.2-1 Compare
check that follows. Some learning activities
answers with Answer Key 6.2-1
may require you to perform certain tasks or
jobs which the trainer will evaluate based
on the performance criteria set.
3. Perform Task Sheet 6.2-1A - This is a role-playing task. When ready,
Accept and Store Luggage work with a partner who will pretend as a
guest.

Evaluate performance according to the

Performance Criteria Checklist 6.2-1A
4. Perform Task Sheet 6.2-1B - This is a role-playing task. When ready,
Release Stored Luggage work with a partner who will pretend as a
guest.

Evaluate performance according to the

Performance Criteria Checklist 6.2-1AB

After doing all the activities of this LO, you

are now ready to proceed to the LO 3:
Respond to request for concierge services

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Developed By:
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Medina
 INFORMATION SHEET 6.2-1
Storing and Releasing Stored Luggage
Learning Objectives:
After reading this information sheet, you should be able to:
• demonstrate the recommended pointers for lifting and moving luggage
• identify the essential steps the bell person performs when accepting left
luggage and storing them
• identify the essential steps the bell person performs when releasing
deposited luggage to guests claiming the luggage
Luggage handling is the function that is perhaps the most identified with a bell
person’s job. Other than during arrival and departure, movement of guest luggage
is sometimes done during stay such as when there is a need for the guest room to
change rooms. The bell staff must be methodical at all times to ensure efficient
luggage movement and prevent loss of guest bags.
SECURING AND LIFTING LUGGAGE
✓ Estimate the load. Check for a weight tag or push one corner of the load.
✓ Make sure that the load is secure. No other loads should dislodge when the
load is moved.
✓ Make sure that your balance is good. Feet must be slightly apart and.close
to the load.
✓ Secure grip; use whole hand.
✓ Keep arms bent and close to the body.
✓ Keep back straight.
✓ Keep head up; chin tucked in.
✓ Use the muscles in the leg to lift.

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Medina
ACCEPTING AND STORING LUGGAGE
Left luggage - luggage left by a guest who checks out of the hotel but wishes to
collect his luggage later after they return from a tour short tour.
Procedure Phraseologies
1. Greet and offer assistance “Good day. How may I help you?”
2. Inspect the bags before “[One... two...] To verify, you are
accepting them. Count them depositing 2 bags?
and inform the guest.
Ensure that the guest wishing to
leave their things have settled
their checkout bill
3. A baggage ticket/tag has two “Please read the conditions and sign
parts: one is attached to the here”
luggage, and the end that is
given to the guest. This portion
details the hotel’s liability
exemption clause. Ask guest to
read the conditions of baggage
claim, and have them sign it.

4. Detach the claim check portion “Here is the claim check, Mr. Medina.
and give it to the owner. When Please present this stub when claiming
the guest returns to collect their your things”
luggage, they have to produce
their portion of the tag.

5. Tag each bag with the baggage

ticket.

6. Offer further assistance “Is there anything else I can help you
with?”
7. Wish the guest a pleasant day “Have a great day.”
Date Developed: Document No. FOS2-06-02
Front Office Services August 2019 Issued by: GM
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Medina
8. Deposit the bags in the luggage
room. Smaller, lighter luggage
must be on top of heavier ones.
Breakable items must be safely
stored in cabinets. The luggage
store room must be secure at all
times

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Medina
RELEASING STORED LUGGAGE (WITHDRAWAL)
Procedure Phraseologies
1. Greet and offer assistance “Good day. How may I help youP”
2. Ask for the claim stub “May I have the claim stub (and an ID)
• Determine who is the person please?”
claiming the item
If the owner himself: issue
luggage upon presenting the
claim stub.
If a representative: ask for his
valid ID and confirm
authorization from the owner.
3. Retrieve the luggage from the “One moment please...”
luggage store room.
4. Count and inform the guest. [“One... two...] To verify, you have 2
bags?”
5. Detach the tag from the bag
6. Ask the claimant to sign the “Please sign these”
acknowledgment
7. Offer further assistance “Is there anything I can help you
with?”
8. Thank the guest and wish them a “Thank you and have a great
pleasant day day”

9. Time stamp the claim check

Handling Group Luggage
• Bag delivery - group’s luggage is delivered to individual rooms after the
group has checked in
• Bag pull - luggage is “pulled” from each room then stored until the group is
ready to depart.

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

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Developed By:
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Medina
 Self-Check 6.2-1
IDENTIFY. List down important instructions when lifting luggage.
1.

2.

3.

4.

5.

Date Developed: Document No. FOS2-06-02

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Developed By:
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Medina
 Answer Key 6.2-1
Any 5 of the following instructions when lifting luggage:
o Estimate the load. Check for a weight tag or push one corner of the load.
o Make sure that the load is secure. No other loads should dislodge when the
load is moved.
o Make sure that your balance is good. Feet must be slightly apart and close
to the load.
o Secure grip; use whole hand.
o Keep arms bent and close to the body.
o Keep back straight.
o Keep head up; chin tucked in.
o Use the muscles in the leg to lift.

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 25 of 34

Developed By:
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Medina
 TASK SHEET 6.2-1A
Title: ACCEPT AND STORE LUGGAGE
Performance Objective:
By performing this task, you should be able to:
1. demonstrate how to receive and store guest luggage
Equipment:
Tools /Supplies:
Luggage, Luggage Tags
Time Allotment:
Practice until you can complete the task within 5 MINUTES
Safety Precaution:
Observe OH&S practices
Steps/ Procedure
1. Greet and offer assistance
2. Inspect the bags. Count them and inform the guest
3. Ask guest to read the conditions of baggage claim, and have them sign
it
4. Detach the claim check portion and give it to the owner
5. Tag each bag with the baggage ticket
6. Offer further assistance
7. Wish the guest a pleasant day
8. Deposit the bags inthe luggage room

Assessment Method: Role-play / Demonstration

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 26 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
 PERFORMANCE CRITERIA CHECKLIST TASK SHEET 6.2-1A
Accept and Store Luggage
Trainee: _____________________________________DATE: ______________
CRITERIA YES NO
1. Guest was greeted and has been offered assistance
2. Bags were inspected and counted; guest was informed
3. Guest was asked to read the conditions of baggage
claim, and have had it signed
4. The claim check portion was detached and given to the
owner
5. Each bag has been tagged with the baggage ticket
6. Further assistance has been offered
7. Guest was wished to have a pleasant day
8. Bags have been deposited into the luggage room
9. Task was completed within the prescribed time
10.Luggage was properly handled
11.OH&S practices were observed

Comments/ Suggestions
________________________________________________________________
________________________________________________________________
________________________________________________________________

Trainer’s Signature: _______________________________ Date: ___________

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 27 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
 TASK SHEET 6.2-1B
Title: RELEASE STORED LUGGAGE
Performance Objective:
By performing this task, you should be able to:
1.demonstrate how to release stored luggage to guests
Equipment:
Tools:
Luggage, Luggage Tags
Time Allotment:
Practice until you can complete the task within 3 MINUTES
Safety Precaution:
Observe OH&S practices
Steps/ Procedure
1. Greet and offer assistance
2. Ask for the claim stub
3. Retrieve the luggage from the luggage store room
4. Count and inform the guest
5. Detach the tag(s) from the bag(s)
6. Ask the claimant to sign the acknowledgment
7. Offer further assistance
8. Thank the guest and wish them a pleasant day
9. Time stamps the claim check

Assessment Method: Role-play / Demonstration

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 28 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
 PERFORMANCE CRITERIA CHECKLIST TASK SHEET 6.2-1B

Release Stored Luggage

Trainee: _______________________________________DATE: __________
CRITERIA YES NO
1. Guest was greeted and has been offered assistance
2. Guest was asked for the claim stub
3. Luggage were retrieved from the luggage store room
4. Baggage were counted; guest was informed
5. Tag(s) were detached from the bag(s)
6. Claimant was asked to sign on the acknowledgment
7. Further assistance has been offered
8. Guest was thanked and wished to have a pleasant day
9. Time has been stamped on the claim check
10.Task was completed within the prescribed time
11.Luggage were properly handled
12.OH&S practices were observed

Comments/ Suggestions
________________________________________________________________
________________________________________________________________
________________________________________________________________

Trainer’s Signature: _______________________________ Date: ___________

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 29 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
LEARNING OUTCOME # 3 RESPOND TO REQUEST FOR
CONCIERGE SERVICES
CONTENTS:
1. Concierge and Bell Services
ASSESSMENT CRITERIA:
1. Concierge is provided promptly and in accordance with
establishment’s security and safety requirements
2. Colleagues and other departments are liaised to ensure effective
response to concierge service requests.
CONDITIONS:
The students/trainees must be provided with the following:
1. WORKPLACE LOCATION Front Office Workshop
2. EQUIPMENT
3. TOOLS, ACCESSORIES AND SUPPLIES
o Newspaper
4. TRAINING MATERIALS
o Competency-based Learning Material

METHODOLOGIES:
1. Lecture
2. Self-paced Individualized Learning
3. Demonstration

ASSESSMENT METHODS:
1. Oral questioning
2. Demonstration

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 30 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
 LEARNING OUTCOME 3
RESPOND TO REQUEST FOR CONCIERGE SERVICES
Learning Activities Special Instructions
In this Learning Outcome, you will be
introduced to the common duties and
1. Read Information Sheet 6.3-1 - tasks of the bell desk other than
Concierge and Bell Services handling luggage.
Read each Information Sheet and
answer the Self-Check that follows.
This is the last Learning Outcome of
2. Answer Self Check 6.3-1 – the competency: Provide Bell and
Compare answer with Answer Key Concierge Services. You may now
1.1-1 prepare for the Institutional
Assessment

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 31 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
 INFORMATION SHEET 6.3-1
Concierge and Bell Services
Learning Objectives:
After reading this information sheet, you should be able to:
1. identify the roles of the concierge in handling guest mail
2. identify the various services performed by the bell desk

Guests require other services during their stay and the bell staff’s job is not limited
to rooming guests and handling luggage. The bell and concierge desk deliver these
services in behalf of the front desk including mail handling, making arrangements
with other establishments, and running errands.

DELIVERY OF GUESTS’ MAIL AND PACKAGES

1. Mails should be time-stamped upon receipt. If the quest is REGISTERED:
place the mail in the guest room slot or in the mail rack. If the guest is
EXPECTED TO ARRIVE: place in a mail rack and make a note on the
reservation.
2. If the mail or package has a defect, record at the time of receipt.
3. Identify who sent the item/s. Record the name of the sender and his
contact. number, description of the items, and the name of the messenger
who delivered it.
4. When package is delivered to the guest, ask the guest to sign the logbook as
acknowledgment.
5. If guest had checked out, or mail is not claimed within 10 days, send it to
the forwarding address left by the guest OR to the Post Office if forwarding
address is not known.

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 32 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
OTHER ERRANDS AND DUTIES
Have readily available compiled
information on details about the
facilities, tourist attractions, local
market, car hire, taxis and public
transport options, theatre and dinner
bookings, airline and other bookings,
and frequently called numbers of
Prepare in-house guest information/ information.
directories and respond to requests for ❖ When asked for directions or
local knowledge information, do not simply give
the guest a brochure or
pamphlet. Review the
information with a guest and
ensure all questions have been
answered, then offer
suggestions or alternatives from
personal experience or local
contacts
1. Check event order or daily
Prepare daily event function or memorandum from other
announcement signage departments.
2. Update the directory/sign board
at the lobby.
Certain areas in the facade, lobby and
rooms need cleaning or special Inform Housekeeping/ Maintenance
attention
1. Accomplish Time Out Form
Errands requested by guests 2. Perform the errand
3. Hand over the item or report to
the guest.
Delivering daily newspaper to the room Slip newspaper under the door or place
it on the knob if possible
Date Developed: Document No. FOS2-06-02
Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 33 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina
 BIBLIOGRAPHY
❖ Firdaus, A.“Front Office Terminology”. Indonesia. https:/
/hotelterminology.wordpress.com/2011/04/23/front-officeterminology/
(accessed January 10, 2017)
❖ Hickman, A. et al “Provide Bell Boy/ Porter Services: Trainee Manual”.
Australia: William Angliss Institute of TAFE., Association of Southeast Asian
Nations (ASEAN), 2013. https:/ / s3-ap-
southeastl.amazonaws.com/aseanasia/documents/toolboxes/
Provide™20Bell%20BoyPorter%20services/TM_Provide_bell_boy-
porter_services_refined.pdf (accessed April 5, 2019)
❖ Ismail, A. “Front Office: Management and Operations”. Singapore: Cengage
Learning Asia Pte. Ltd., 2010
❖ Juhasz, L.“Hotel Operations Management Glossary”. Hungary: Hotel 2022.
www:hotel2022.hu/hotel2022/szakmai-oneletrajz (accessed
❖ Roldan, A. “Introduction to Hotel and Front Office Operations’.
Manila,Philippines: AR Skills Development and Management Services, Inc.,
2008
❖ Setup My Hotel. “Key terms or jargons used in hotel Front office
department”. http:/ / setupmyhotel.com/train-my-hotel-staff/frontoffice-
training/ 136-key-terms-used-in-front-office.html (accessed January 10,
2017)
❖ Swiss Diamond Hotel http:/ /sdhprishtina.com/ accommodation
/rooms/348/deluxe-twinroom (accessed March 30, 2017)
❖ The Rundle Stone Lodge.
http://www.rundlestone.com/roomssuites/kitchenette-jacuzzi-suites/
(accessed March 30, 2017)

Date Developed: Document No. FOS2-06-02

Front Office Services August 2019 Issued by: GM
NCII SKILLS

Providing Concierge and Page 34 of 34

Developed By:
Bell Service Mark Genesis G. Revision # 00
Medina