a. No eye contact, no engagement, just silence……
b. Luggage left unattended in the lobby, even if momentarily so….
c. Not knowing the basics of the hotel (e.g. how old is the hotel, number of rooms, operating hours of restaurants, where the facilities are located, etc.)
d. Putting hand-carry luggage on the floor without asking the guest (unless guests themselves do the same with that very same bag)
e. Announcing room number in front of other guests (whether at/near the counter or at/in the elevator)
f. For multiple rooms, not sorting out beforehand which luggage belongs to which room
g. Asking “May I come in?” when the guest has already just said, “Please come in”
h. Lingering on for tips
Instead, try to add more to your Service Bank by doing the following:
o Give your recommendation about the hotel’s facilities (e.g. lunch promotion, signature spa treatment, best view for photo-takings, etc.)
o Find out more about the guest (e.g. places of interest to visit, if they are familiar with some new or key sights) so as to create opportunities to surprise them during the stay
o Offer specific services (e.g. restaurant booking, shuttle or transport service) before leaving the guest room.
o Offer to remove airline tag when delivering the luggage
o Offer to hang up suits, jackets, cardigans during arrival in the room
o Offer to wipe down the luggage if soiled or wet
o Ask about guest’s stay when entering the room to pick up luggage for departure.
Reflective thoughts: What would impress you during porter service?