Hotel Hospitality Agent

DAY PRIOR TO SAILING

1. Upon arrival at hotel, contact the front desk or concierge and let them know your schedule
2. At table provided by hotel, make sure your sign is visible for guests entering the lobby
3. Fold the welcome letters and attach the name stickers
4. Greet the guests
5. On a “Turnaround Manifest” hi-light a guest’s name and write the hotel’s room number, and the number of bags for tomorrow’s bag pull
6. Explain to a guest the time of bag pull, breakfast location (if applicable), check-out time, and transfer to the port departure time
   • While explaining, hi-light times on the letter
7. In the “Turnaround Manifest” comments column, please note special circumstances, such as needs wheelchair, will take private transportation, does not want a bag pull, or any information needed for the following day’s operation
8. When your shift ends, if you have not met all the guests on the list, leave the letters with the front desk with instructions to give to guests upon check-in. The front desk clerk should write a note in the reservation
9. Write “letter” in the comments column next to guest name
10. You must work the hours indicated on the program; no early departures authorized 

DAY OF SAILING

1. Contact the bellman to get a bag pull list
2. Write-in the room numbers for guests you didn’t see the day before
3. If a guest come to see you, ask them if they were given the letter upon check-in
4. Most people you have missed the day before will come to see you in the morning
5. Ask the guest their room number and the number of bags 
6. Have each bellman tell you which rooms they went to, and how many bags in each room
7. Reconcile with your list and you will have the correct number of bags
8. You may call the room of guests that have not contacted you, to ensure that they are planning to take the transfer and not taking private transportation; this is important to balance the transfer counts
9. Check the name of each guest who is getting on the bus on your “Turnaround Manifest” so you will have an exact count, identify who is missing and look for them in the lobby
10. Call your contact at the port with hotel’s name, bus number, number of guests, and time of departure
    • Specify if wheelchair is needed

Become familiar with your surroundings! Guests expect you to know the restaurants in the area, the layout of the hotel, and tourist attractions if any. Concierge team is your best friend at the hotel!