1. MENANGANI KEDATANGAN & KEBARANGKATAN TAMU PORTER SERVICE Created by Julie

2. I. Porter sevice Porter Service is one section of Front Office Department which responsible to handling guest luggage ( check in, room change, check out )

3. Organization & Function The organization is not always same with other hotel cause of hotel size (number of rooms), hotel is classified to be four but now we discus only two: large & small I.Large Hotel is a hotel which has more than 300 rooms. In this hotel department are usually classified be two groups : revenue and non revenue producing department and both of them are under the direction of the management

4. Cont’d Revenue Department ( these department earn income to hotel) 1.Front Office : selling rooms 2.Porter Service : rent hotel car 3.Housekeeping : cleanliness of room and hotel 4.F & B ; serving food 5.Laundry : handling guest & outside laundry 6.Recreation : responsible all facilities guest creations (golf, fitness, tennis course) 7.Telephone : handling telex, fax and phone

5. Cont’d Non Revenue ( these department do not make income ) 1.Accounting : responsible to arrange all hotel budget, and hotel financial administration 2.Engineering : to maintained all hotel equipment 3.Personnel : handle all matter related hotel employees

6. Cont’d II. Small Hotel is a hotel which has less than 100 rooms, in small hotel the management generally has direct contact with hotel department 1.Reception : is instead of Front Office there will be a Reception is responsible for selling rooms and guest luggage 2.Kitchen : handle food 3.Restaurant : handle serve food 4.Room : is instead as HK not only guest room but all activities

7. Porter Staff in Large Hotel Bell Boy Door Man Elevator Operator Page Boy Messenger Courier Enquire Clerk Cloak Room Attendant Concierge Bell Captain

8. a. Large Hotel Concierge : in charge of Porter Service but in other hotel they use Chief Concierge Bell Captain :a supervises Bell boy and other Porter Section Bell Boy : to handle guest luggage and work in hotel lobby (entrance – hall) Doorman : works outside the main entrance Elevator Operating : to company guest who use lift elevator

9. a. Large Hotel Page Boy : to page guest whom there is a message Messager : to deliver guest or hotel staaf messages Courier : delivery mail and outside message of the hotel Enquiry : give information (like Inf Clerk) Cloakroom Attendant : store guest belongings for short period

10. b. Small Hotel Reception : a member of FO Departement who sell rooms Bell Boy : do all task is supervised by R eception (in large hotel all jobs done with more staff or each position has its own function about in small hotel usually has less staff and jobs done general or each position has more than one function)

11. c. The Porter Service staff with other names found in large hotel a. Concierge / Head Hall Porter / Head Porter b. Bell Captain / Hall Porter / Service Captain c. Bell Boy / Bellman / Bell Hop / Luggage Porter / Service Clerk d. Doorman / Linkman / Commissionaire e. Elevator Operator / Elevator Attendant / Liftman / Lift Operator / Lift Attendant f. Page Boy g. Inquire Clerk / Enquiry Clerk / Information Clerk h. Cloakroom Attendant: - Gentlemen’s Cloakroom Attendant / Male Cloakroom Attendant - Ladies Cloakroom Attendant / Female Cloakroom Attendant