Day in and day out, bellstaff help guests move around the hotel. Faces passing briefly — coming and going — often without knowing each other’s names. But what if it happens in real life the way it happens in the movies?  What if bellstaff actually recognize guests by name? What if bellstaff remember guests between visits? What if bellstaff even remember something about each guest? In truth, the best bellpersons do remember guests and here’s how: they establish a relationship with each guest. 

• They train themselves to call the guest by name at least three times in the initial meeting. 
• They initiate a conversation with the guest to set a friendly atmosphere. 
• And they connect with the guest about some thing or place or event or person. 

Some of the world’s best hotels send all guest baggage from the hotel entrance to the guest rooms via service corridors and service elevators. This avoids the uncomfortable position of the bellperson stuffing the guests into an elevator with their cart full of luggage. Unfortunately, not all hotels are built with a covert luggage delivery system, so it is necessary for bellstaff to learn the most practical way to position themselves with guests and baggage. 

Approaching the elevator or entrance to a guest corridor, the bellperson must be courteous about holding doors open and allowing the guest to enter first.  If there are too many guests or too small an elevator, the bellperson may ask the guests to board the elevator, hand them their key packet, show them their room number, ask for their permission to meet them at their room, push the correct floor’s button on the elevator panel, and wait for the next elevator.

Assuming the bellperson is able to accompany guests to their room, the interaction might include confirming the purpose of the guest’s visit.  Knowing the reason for the visit will allow the bellperson to build a rapport with the guest. 

There are several hints that may help the bellperson guess the visit’s purpose: 

• the attire of the guest (i.e., casual clothing versus business attire versus tuxedo)
• the type of luggage the guest is bringing (i.e., golf clubs, fishing rods, ski boots versus briefcase/computer)
• the category code printed on the rooming packet (i.e., corporate rate versus ski weekend package)
• the types of coupons included in the rooming packet (i.e. romantic adventure weekend or discount coupon for shopping center), or 
• a comment from the front desk staff 

If the guest answers “business,” the bellperson might respond with a helpful tip about the breakfast hours of the restaurant in this way: “If you want to get a great breakfast before that business meeting, our cafe opens at 5:30 a.m.” 

If the guest answers that he is attending a meeting in the hotel, the bellperson should volunteer, “Oh, yes, the XYZ Association. They will be meeting in the Lakeview Ballroom tomorrow. That’s on our lower level. Just press LL on the elevator panel, and it will take you right there.”

Perhaps the guest will answer that the whole visit is to relax. The bellperson should suggest hotel leisure facilities such as: “If you enjoy dramas, ‘The Senator’s Tyranny’ is one of the movies tonight on our movie channel.” Or, “Might you have time for a short round of golf in the morning?  I can check on a tee time for you.” 

If the hotel does not have leisure facilities to sell, the bellperson should mention other things the guest might enjoy. For instance: “The YMCA just across the street has a terrific pool and workout room, you just have to show your room key to use the facilities for free.” Or, “You might want to see the Monet exhibit at the Fine Arts Museum. We have discount passes available at the bellstand if you’d like to go.”

The next bit of conversation with the guest might include asking about their travel to the hotel. The standard questions, “How was your trip?” or “Where did you come from today?” are not ideal because they are so typical. It’s more interesting if the bellperson asks, “How long have you been traveling today?” Or, “I see your airline baggage tags are from Seatac. What was the weather like in Seattle?” 

It’s during this elevator time that the bellperson can easily deduce whether the guest wants to talk or be left alone. If the answers to the above questions have been short or curt, the bellperson should put the guest at ease by saying things like: “We’re glad you are here now, this is a great place for a good night’s sleep.” Or, “I’m sure it has been a long day for you. We’ll get you settled in your room as quickly as we can.”

There is an art to having conversation with guests. For some employees it comes easily, for others it must be practiced. But a friendly, gentle exchange of questions and answers between the bellperson and the guest begins to build a relationship that can result in a customer who returns time after time. 

(Brandt Ford is a regional vice president for Towne Park of Annapolis, MD. (800) 291-6111.)

©1999 The Rooms Chronicle
Reprinted with permission from The Rooms Chronicle, Vol. 7, No. 2, Pg. 2, Mar/Apr ‘99