Department: Concierge - Bell Desk
Time to Train: 30 Minutes
Purpose of this SOP:
The first impression that the guest gets from the hotel will last and the hotel needs to make sure that a guest who stays for the first time in the hotel will get all relevant information in an effective way while he is escorted to his room.
The Concierge staff and Bell Desk team are often the first point of contact and should have good product knowledge & good knowledge of the city and places of interest to give clear directions/recommendations to the guests.
Guest Check-in Service Standard Procedure:
Greets every guest that comes to the hotel with a smile and eye contact immediately
Offer to assist guest with the luggage and confirming the number of pieces with the guest.
To confirm ‘surname’ with guest and note it down with luggage tag.
It is a must he inspects luggage/e for any damage and brings it to guest attention before it is placed on the trolley.
To group the luggage together if it is more than one piece to avoid mix-up.
Luggage to be placed on a trolley and pushed it to the reception while waiting for the guest to register.
To assist the guest in the room and explain facilities available if the Guest Relations Officer is not available to the room the guest.
To assist guest in the lift and allowing him to enter first
Explain to the guest about:
Outlet opening hours.
Which floor he is on and room number.
Special promotions at the F&B outlet (if any).
Demonstrate to guest how to open the room door.
Open door, hold and show guest into the room first.
Show the guest how to activate the lighting in the room by using the key card.
Proceed to introduce and explain our guest room facilities, in a clockwise/anti-clockwise in the following sequence:
Coffee/Tea making facilities
Minibar
TV channels
Control panel (air condition/heater switch, light control, message light, alarm clock, world time)
Personal Safe
Hairdryer / Shavers point
Fire Exits
Check with the guest if he/she requires Laundry/Pressing Services.
Inform the guest that they can contact the Guest Relations Officer at extension 123 if they require flight reconfirmation.
Remind the guest to recover key card from Energizer slot before leaving the room.
Example: Mr Guest Name, please bring along your key card with you when you leave the room.
Before leaving the rooms, with the guest:
“Have a pleasant stay with us”.
To ensure that proper recording in the ‘check-in control book’
Bellman to retrieve the luggage tags from the guest luggage and brings it down for recording purposes.
Training Summary questions:
Q1. What is the purpose of this SOP?
Q2. What all need to be explained to the guest while taking the guest to the room?
Q3. Steps before leaving the room.
Q4. Should you explain how to operate the in-room safe?
Q5. Give examples of 5 room features which need to be explained to the guest?