How to Use the Bellhop Performance Review Template
Recording your performance reviews in Pilla means every assessment, objective, and development conversation is captured in one place. Instead of paper forms that get filed and forgotten, you build a continuous record that connects to one-to-one notes, tracks progress against objectives, and gives both you and your bellhop a clear reference point. When pay or progression decisions come up, the evidence is already documented.
Key Takeaways
- Metrics to Review checklist ensures you gather response time, guest feedback, luggage handling accuracy, and availability data before writing anything
- Previous Objectives Review documents what was achieved, partially achieved, not achieved, or blocked since the last review
- Technical Competencies assessment covers luggage handling, guest interaction, local knowledge, room orientation, and physical reliability with Exceeds/Meets/Below descriptors
- Behavioural Competencies assessment covers reliability, teamwork, initiative, and appearance
- Compliance and Standards confirms manual handling, guest privacy, security, and first aid
- Key Achievements and Development Areas use specific evidence, dates, and measurable outcomes
- Objectives for Next Period sets SMART targets covering operational performance and career development
- Overall Assessment selects Exceeds, Meets, or Below expectations as a holistic rating
- Meeting Notes and Review Summary capture the review conversation and agreed next steps
Article Content
Why structured bellhop performance reviews matter
Your bellhops shape the first and last physical impression of your hotel. A well-written performance review helps them understand exactly where they stand, what they're doing well, and what they need to work on. Unlike a quick word in the lobby between arrivals, a formal review creates a record, sets clear expectations, and connects their performance to career progression.
This template walks you through a complete performance review: gathering evidence, assessing competencies, documenting achievements and development areas, setting objectives, and recording the review meeting. Each section is designed to produce a fair, evidence-based assessment that both you and your bellhop can reference throughout the next review period.
Metrics to Review
Metrics to Review
Review objectives set at the last performance review. Note which were achieved, partially achieved, not achieved, or blocked.
Before writing any assessment, gather data on each of these metrics. Tick each one as you collect the information. Having the numbers in front of you prevents vague feedback and ensures your assessment is grounded in evidence.
Response time — Track how quickly they respond to arrival calls and luggage requests. If your property management system logs these, pull the data for the full review period. A bellhop who consistently reaches the lobby within two minutes of an arrival alert is managing their position well. Slower response times might indicate positioning problems, equipment issues, or disengagement — understand the cause before rating.
Guest feedback (bell desk) — Review all guest feedback mentioning the bell desk, porters, or luggage handling across the full review period. Positive mentions — "wonderful welcome," "luggage arrived immediately" — are strong evidence of guest impact. Negative mentions need context: was it a systems failure, understaffing, or individual performance? A bellhop shouldn't be penalised for delays caused by a broken lift.
Luggage handling accuracy — Check for any reported incidents of lost, damaged, or misdelivered luggage during the review period. Zero incidents across hundreds of handoffs is exceptional and worth recognising. Any incidents need thorough investigation — was it a labelling error, a communication failure, or carelessness? The distinction matters for the assessment.
Availability rate — Review their shift acceptance rate, last-minute availability for cover, and whether they're consistently present during peak arrival times. A bellhop who accepts every shift and covers absences at short notice is showing genuine commitment. One who frequently declines additional hours or is unavailable during key periods may be disengaging.
Customisation tips:
- For luxury properties, add VIP guest handling metrics and personalisation scores
- For conference hotels, add group arrival management efficiency and coach turnaround time
- For boutique hotels where bellhops perform concierge duties, add local knowledge utilisation
- Don't rely on a single metric — a bellhop with slower response times but outstanding guest feedback may be taking time to provide exceptional personal service
Previous Objectives Review
Review objectives set at the last performance review. Note which were achieved, partially achieved, not achieved, or blocked.
Pull up the objectives from the last performance review. For each one, document whether it was:
- Achieved: They met or exceeded the target — note the evidence
- Partially achieved: Progress made but not complete — note what was done and what remains
- Not achieved: No meaningful progress — understand why before judging
- Blocked: External factors prevented progress — training not provided, equipment not replaced, staffing changes
Be honest about blocked objectives. If you promised to arrange concierge shadowing that never happened, or said you'd replace broken equipment and didn't, that's not their failure. Acknowledging your own gaps builds trust and makes the review feel fair.
If this is their first review and no previous objectives exist, note that and use this section to document the baseline you're measuring from going forward.
Technical Competencies
Technical Competencies
Record your rating and evidence for each technical competency. Use specific examples and data.
Assess each competency based on observed behaviour over the full review period — not just the last two weeks. Tick each competency as you assess it.
| Competency | Exceeds expectations | Meets expectations | Below expectations |
|---|---|---|---|
| Luggage handling | Handles all luggage types with care and efficiency, anticipates heavy or fragile items, zero damage or loss incidents, manages coach arrivals seamlessly | Handles luggage competently, reasonable speed, occasional minor issues during peak, uses equipment correctly | Slow or careless with luggage, items damaged or misdelivered, struggles with heavy loads, equipment used incorrectly |
| Guest interaction | Creates memorable first impressions, remembers returning guests, adapts communication style to different nationalities, guests mention them by name | Polite and professional, provides clear directions, answers common questions, maintains appropriate warmth | Minimal engagement, robotic greeting, doesn't read guest mood, fails to provide useful information |
| Local knowledge | Confidently recommends restaurants, attractions, and transport with personal insight, keeps knowledge current, tailors suggestions to guest preferences | Knows main local attractions and can give basic directions, refers to concierge for detailed queries | Cannot answer basic questions about the area, gives incorrect directions, no initiative to learn |
| Room orientation | Smooth, professional room walkthrough, highlights relevant features for each guest type, creates a welcoming moment rather than a scripted speech | Covers the key features adequately, shows guests how to use controls, answers questions about the room | Rushed or incomplete orientation, forgets important features, makes guests feel they're being processed |
| Physical reliability | Manages the physical demands of the role consistently, maintains energy throughout shifts, no injury-related absences, uses correct lifting techniques always | Manages the physical aspects adequately, occasional fatigue during long shifts, follows manual handling procedures | Struggles with physical demands, frequent fatigue-related errors, doesn't follow safe lifting procedures |
Avoiding common rating errors:
- Recency bias: Check your notes from three months ago. Did they have a strong start that's now forgotten?
- Halo effect: Brilliant guest rapport doesn't mean excellent luggage accuracy. Rate each competency separately.
- Central tendency: Not everyone "meets expectations." If they're exceptional at guest interaction, say so. If they're struggling with local knowledge, say that too.
Customisation tips:
- For luxury properties, add VIP protocol and discretion as separate competencies
- For large properties, weight room orientation more heavily — it's a longer journey and a more detailed process
- For properties with a concierge team, consider how well the bellhop works with and supports that team
Record your rating and evidence for each technical competency. Use specific examples and data.
For each competency, record your rating (Exceeds, Meets, or Below) with specific evidence. Use dates, numbers, and examples rather than general impressions.
Example phrases:
"[Name] handled the corporate group arrival on 15th March — 45 guests with luggage in 22 minutes with zero misdeliveries, receiving specific praise from the event organiser."
"[Name]'s local knowledge needs improvement — unable to recommend a restaurant when asked by two separate guests during the week of 10th February, both of whom were directed to the concierge."
"[Name] consistently provides the best room orientations on the team — observed three occasions where guests asked follow-up questions and engaged warmly, indicating genuine interest rather than a scripted delivery."
"[Name] struggled with physical reliability during the review period, with two shifts where they were visibly fatigued by hour six, affecting response times and guest engagement."
Behavioural Competencies
Behavioural Competencies
Record your rating and evidence for each behavioural competency. Use specific examples.
Assess each behavioural competency across the full review period.
| Competency | Exceeds expectations | Meets expectations | Below expectations |
|---|---|---|---|
| Reliability | Never late, always ready at the door, stays when needed, covers shifts at short notice, consistent across every shift | Punctual and prepared, occasional lateness with good reason, reasonable flexibility | Frequent lateness, calls in sick regularly, disappears during quiet periods |
| Teamwork | First to help colleagues during rush arrivals, shares the workload naturally, supports new starters, positive presence on every shift | Helps when asked, coordinates with colleagues during busy periods, participates in team activities | Reluctant to help, avoids heavy luggage, creates tension, works in isolation |
| Initiative | Spots problems before they happen, suggests improvements to arrival procedures, takes on tasks without being asked, anticipates guest needs | Completes assigned tasks well, follows up on requests, asks good questions | Waits to be told, misses obvious tasks (tidying lobby, checking equipment), needs constant direction |
| Appearance | Always immaculate, uniform pressed and shoes polished, sets the standard for the team, takes visible pride in presentation | Maintains acceptable appearance standards, uniform clean and tidy, appropriate grooming | Inconsistent presentation, uniform untidy, shoes scuffed, doesn't meet the standard expected for guest-facing role |
Record your rating and evidence for each behavioural competency. Use specific examples.
Record your rating and evidence for each behavioural competency using specific examples.
Example phrases:
"[Name] achieved 100% attendance during the review period, covering five additional shifts at short notice including Christmas Eve and New Year's Day."
"[Name] tends to position themselves away from the heavy luggage during coach arrivals — observed three occasions where they handled smaller bags while colleagues managed the heavy cases."
"[Name] proactively reorganised the luggage storage area during a quiet shift, creating a labelling system that reduced misdeliveries by half over the following month."
Compliance and Standards
Compliance and Standards
Record any compliance concerns, training needs, or positive observations.
Confirm each compliance area has been assessed. Any gaps must be addressed immediately — compliance is pass/fail, not a development area to work on gradually.
Manual handling — Do they use correct lifting techniques consistently? Can they assess the weight of luggage before lifting? Do they use equipment (trolleys, carts) when appropriate rather than carrying excessively heavy items? Have they completed their manual handling training and do they apply it? Back injuries are a significant risk in this role.
Guest privacy — Do they handle room numbers discreetly? Can they identify which guest a piece of luggage belongs to without announcing personal details in the lobby? Do they understand data protection requirements when handling guest information? Privacy breaches damage hotel reputation and guest trust.
Security — Do they follow security procedures for luggage storage? Can they identify suspicious items or behaviour? Do they verify guest identity before delivering luggage to rooms? Do they challenge unaccompanied strangers in guest areas? Security awareness is fundamental to guest safety.
First aid — Do they know the location of first aid kits on the ground floor? Can they respond appropriately to a guest medical emergency in the lobby or corridors? Have they completed basic first aid training? In a guest-facing role with physical proximity, they're likely to be the first responder to incidents.
Record any compliance concerns, training needs, or positive observations.
Record any compliance concerns, training gaps, or positive observations. If any area is below standard, document the required action and timeline for resolution. Note any compliance training completed during the review period.
Key Achievements
Document 3-5 specific achievements with evidence, dates, and measurable outcomes.
Document 3-5 specific achievements with evidence, dates, and measurable outcomes. Achievements should be things that went beyond basic job requirements — moments where this bellhop created particular value.
How to write strong achievement statements:
- Be specific: dates, numbers, names, outcomes
- Show impact: guest satisfaction created, problems solved, team contribution
- Use their contribution, not the team's: what did they do?
Example phrases:
"[Name] handled the wedding party arrival on 22nd June — 30 guests with extensive luggage delivered to rooms within 40 minutes, with the bride specifically thanking them in the hotel review."
"[Name] identified and reported a suspicious unattended bag in the lobby on 3rd April, following security procedure correctly and receiving commendation from the duty manager."
"[Name] trained three new bellhops during the review period, all of whom passed probation and cited [Name] as their most helpful colleague."
"[Name] achieved zero luggage incidents across the entire review period while handling an estimated 1,200 individual bags."
"[Name] received the most individual guest compliments of any bell desk team member, with six written comments specifically naming them."
Customisation tips:
- For luxury properties, achievements might include VIP guest handling, discretion in sensitive situations, or personalised service touches
- For conference hotels, focus on group arrival management and coordination with events teams
- For new team members in their first review, acknowledge the learning curve and highlight improvement trajectory
Development Areas
Document 2-3 development areas with specific evidence and improvement actions.
Document 2-3 development areas with specific evidence. Each development area should link to a concrete improvement action — not just a label.
How to write constructive development feedback:
- Focus on behaviour and outcomes, not personality
- Use specific evidence: dates, observations, data
- Connect each area to an action or opportunity
- Be direct but fair — vague feedback helps nobody
Example phrases:
"[Name]'s local knowledge needs improvement — unable to recommend restaurants or attractions on four observed occasions, defaulting to the concierge each time."
"[Name] struggled with group arrivals during the review period — the corporate check-in on 10th January took 55 minutes for 20 guests, compared to a target of 30 minutes."
"[Name] tends to disengage during quiet periods, positioning themselves in the back office rather than maintaining a visible presence in the lobby."
"[Name]'s room orientation has become scripted and rushed — two guests gave feedback that they felt processed rather than welcomed."
"[Name]'s attendance declined during the second half of the review period, with three unplanned absences in the final two months."
Objectives for Next Period
Write SMART objectives for the next review period. Include both operational targets and development goals.
Set 3-5 SMART objectives (Specific, Measurable, Achievable, Relevant, Time-bound) that connect to both the development areas above and their career interests.
Operational target examples:
"Reduce average response time to arrival calls from 3 minutes to under 2 minutes by end of Q2 through improved lobby positioning."
"Achieve zero luggage misdeliveries for the entire review period by implementing the new check-and-confirm procedure."
"Handle at least three group arrivals (20+ guests) as lead bellhop during the review period, with all completed within 30 minutes."
Development goal examples:
"Complete a local area familiarisation programme by end of March, including visiting the top 10 restaurants and attractions to give confident personal recommendations."
"Shadow the concierge team for at least four shifts during the review period to develop guest services knowledge and prepare for potential progression."
"Train at least one new bellhop during their first two weeks, with the trainee rating the experience as helpful in their probation review."
Connecting objectives to career progression:
| Current role | Typical next step | What to assess |
|---|---|---|
| Bellhop | Concierge / Front Desk | Local knowledge depth, guest problem-solving, communication skills, ability to manage requests independently, technology competence |
If they want to progress to concierge or front desk, include knowledge-building objectives. If they want to stay as a skilled bellhop, focus on mastery goals — group management, VIP handling, training others. Set targets that stretch but don't break — if current response time is 3 minutes, aiming for 30 seconds is unrealistic; under 2 minutes is challenging but achievable.
Overall Assessment
Select the overall performance rating based on the full assessment.
Record the discussion from the review meeting, including their response and any context they provide.
Select the overall performance rating based on the full assessment. This is a holistic judgement, not a simple average of individual competency ratings.
Exceeds expectations — Consistently performs above the standard required. Demonstrates excellence across most competencies, makes a measurable positive impact on guest first impressions and satisfaction, and is developing skills beyond their current role. This bellhop is a genuine asset who raises the standard for the team.
Meets expectations — Reliably performs the role to the required standard. Handles luggage competently, maintains guest warmth, and contributes positively to the team. Development areas exist but don't undermine overall effectiveness. This is solid, dependable performance.
Below expectations — Performance falls short of the required standard in one or more significant areas. Development areas are affecting guest experience, luggage handling, or team operations. Improvement is needed with clear support and timelines.
Be honest. Rating everyone as "Meets expectations" helps nobody. If they're exceptional, recognise it. If they're struggling, name it — with the support plan to address it.
Meeting Notes
Record the discussion from the review meeting, including their response and any context they provide.
Schedule at least 45 minutes for the review conversation — 30 for discussion, 15 for buffer. Meet outside busy arrival periods in a private space.
How to conduct the meeting:
Give them the written review to read for 5-10 minutes. Don't hover — get them a drink and let them absorb it privately. When they've read it, ask: "What are your thoughts? Does this feel fair?" Then listen. Don't defend immediately — understand their perspective first.
If they raise valid points, amend the document. If you noted "slow response times" but they explain the lift was out of service for two weeks during that period, that context matters — add it. If you disagree, explain your reasoning calmly with data.
The goal is a document both parties consider fair and accurate — not necessarily one they're delighted about.
What to record: Their response to each section, any context they provided that changes your assessment, points of agreement and disagreement, and their reaction to the objectives set.
Review Summary
Summarise agreed actions, amendments made during the meeting, and next steps.
Summarise the agreed outcome: amendments made during the meeting, final objectives confirmed, next steps, and when objective check-ins will happen.
Both parties should sign and date the final document. Give them a copy. The signature means "I have read and understood this review" — not necessarily "I agree with everything."
Follow-through matters: Schedule brief objective check-ins in your regular one-to-ones. "How's the local area research going?" and "I noticed your response times are down — what's changed?" keep objectives alive rather than letting them gather dust until the next formal review.
Be transparent about how this review connects to pay and progression decisions. If performance reviews influence pay rises, say so — now, not at the next review.
What's next
Performance reviews are most effective when they connect to ongoing one-to-one conversations. The evidence you need for a fair review should already exist in your one-to-one notes.
- Read our Bellhop one-to-one guide for how to run the weekly conversations that feed into this review
- Check out our Bellhop job description for the full scope of responsibilities
- See our Bellhop onboarding guide if you're reviewing someone still in their first 90 days