Bellman is the hotel's signature detail service.

Who is the bellboy in Shenzhen Hotel? Was it the first staff member you met at the hotel? The doorman? . Everyone must be familiar with such a profession, but to be honest, such a position is easily overlooked. Hotel bellboy is a very important position in the hotel signboard. At work, we often hear and feel that for a hotel, the bellman is the face, which is directly related to the first impression of the guests on the hotel.

Anyone who has seen the movie "Big Man" will have a deep memory of Li Chengru's line at the end of the film: An English housekeeper stood at the door and asked you in a standard cockney accent? Can I help you? In order to show the extraordinary identity of the homeowners. This is a joke, but it is true abroad. In high-end hotels abroad, many bellmen are not young people as you think, but men in their forties who are very gentlemanly, because they believe that such a gentleman will make guests have a better impression of the hotel and better reflect the grade and image of the hotel.

Many customers who have visited the hotel praised the service of the waiter. Imagine that on a rainy day, you arrive at the hotel gate by bus. A well-dressed gentleman immediately opens the door for you with an umbrella, greets you politely and then welcomes you into the hotel. How can such considerate and in-place service not make people's impression of the hotel soar all the way? Hotel service is no small matter, and a post can improve the hotel level a lot.

Since the bellboy in the hotel has such a heavy responsibility, of course, the hotel is very strict with them. At present, more and more hotels regard bellboy as their signboard, which reflects the service concept and hotel image as intuitively as possible. There are strict requirements on clothing, hairstyle, movement, speech and service content. Therefore, don't underestimate the profession of hotel bellboy. If you want to be competent, you need great enthusiasm for work and learning spirit. Working in the front line, we have to face many unexpected problems and need to solve them in time. Therefore, the bellboy of the hotel must constantly replenish his own goods and work hard in every detail forever.

Industry voice: To be a good porter, you must learn to stand.

? Hotel bellmen, their words and deeds represent the image of a hotel and also reflect the image of employees in the hotel service industry. The bellman of a hotel usually stands in front of the hotel lobby, which is a signboard of the hotel and the first service staff that guests see when they check into the hotel. If they can greet the guests in a civilized, warm and standardized manner and serve them, they can make a good impression on the hotel before they check in. So they will be required by high standards. ? I heard that our window was going to interview the bellboy, and Miss Chen, the manager of the front office, was busy introducing us enthusiastically.

Miss Chen said, right? Signboard stickers? The hotel's regulations on gfd are very strict and meticulous, requiring them to ask for everything from head to toe? Follow the rules? . For example, hairstyles require a uniform standard hairstyle; Dress should not only be clean and tidy, but also be ironed flat and wear badges; And the shoes under your feet, according to the rules? Unified and bright? .

Bellmen are basically standing in their posts all the time, and they have high requirements for standing posture. Miss Chen said that when the bellboy is waiting for guests outside the hotel, his hands should naturally cross in front of him and his feet should naturally open. This kind of standing posture is not only standard and decent, but also has a profound meaning, that is, being ready to serve guests at any time. Although the regulations on standing posture are only a small detail, guests will feel comfortable and respected after seeing the standard standing posture.

Miss Chen said that the hotel bellboy should also make the service more detailed and in place. For example, keep smiling and try to call guests by their first or last names to make them feel at home. Another example is to arrange taxis for guests. Sometimes it is difficult for a taxi to drive to the hotel door when it rains or there is traffic jam. At this time, the bellboy should do a good job of service, signal a taxi to the side of the road to pick up the guests in front of the hotel, and so on.

Remember the taxi number of the guest.

Character background

He is currently the concierge department of Tian Yue (Jiabo) Hotel, and joined the hotel service work in 2002.

Reporter (hereinafter referred to as "reporter"): What is the specific responsibility of the bellboy in the hotel when receiving guests?

Deng: (hereinafter referred to as Deng): Actually, the job of a porter is not simple. Some work is very detailed and needs to be done with heart. Except for the basics? Home service? In addition to carrying luggage, receiving service and arranging taxis, we should also make the service more detailed and in place. For example, during the peak check-in, it is necessary to ease the traffic in front of the hotel, for example, to help guests write down the taxi license plate number, so that if guests leave things in the car without asking for an invoice, it is convenient to find them.

Reporter: What aspects should the hotel pay attention to when conducting introductory training for bellmen?

Deng: In addition to English and basic etiquette training, we also pay attention to the training of bellmen on customs and geographical knowledge of all countries and nationalities in the world. Because there are many foreign guests staying in hotels and different countries have different customs and habits, we will have different reception details. For example, some countries and nations are not used to the bellman opening the door for them with his right hand, and some don't like the bellman opening the door for them? Roof protection? Some taboo waitresses welcomed them with flowers. These are not only questions of politeness and etiquette, but also questions of respecting guests' personalities and beliefs.

Reporter: I heard that during the reception of the financial work conference of Shenzhen Hotel Management Company in 2005, you were especially praised?

Deng: Actually, I just try my best to provide warm and thoughtful service to our guests and take the initiative to introduce them to our various recommendations. Even if they are not the leaders of the management company, we will do so, and we should treat every guest staying in the hotel like this. No matter who the guests are, our service should be VIP level.