Detailing should include the following:
- The bell person
- assists guests with luggage in the hotel and takes guests and their luggage to their rooms
- describes the hotel's amenities and special features to guests
- handles guest laundry, dry cleaning, and shoe repair.
- The door person
- opens car doors
- helps guests with their luggage and places the luggage on a cart
- hails taxi cabs and works with the parking and transportation staff.
- The valet
- parks automobiles
- retrieves automobiles
- ensures the curbside safety of guests.
- The concierge
- provides guests with information about the community and hotel services
- makes entertainment and dining recommendations and arrangements.
- Security personnel
- secures the property
- writes accident reports.
Process/Skill Questions:
Thinking
- What kind of information should a bell person be able to give a customer about a hotel?
- What ethical guidelines must the customer-facing staff follow?
Communication
- What kinds of communication skills should a bell person have?
- How is nonverbal communication by customer-facing staff as important as verbal communication?
Leadership
- What kind of training should bell persons have?
- How can leaders instill a positive attitude in customer-facing staff?
Management
- What standards of attire should customer-facing staff follow?
- What are the hotel amenities a bell person should point out to customers?