Title: Detail the duties and services of customer-facing staff.
Course: Hospitality, Recreation, and Tourism II (16999-II) > Section: Fulfilling the Responsibilities of the Rooms Division and Lodging Facilities Operations

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?