Process How to report to work/ shift Objective + ‘To bea thorough professional as you enter the department Responsibility + | All tft SeNo: Pencedare Standard (Measurement, Number, Time, Quantity, Precautions, Phraseology ete.) 1] Arrive ar the staf gare 20 © Ansive at the hotel well in advance to the minutes prior to the beginning of duty timing the shift © Punch your arrival ar the staff gate Go to the Lockers & collect the soiled uniforms 2 Get the uniform issued from Exchange the soiled uniform for fresh ones Linen Room ‘© Ensure that the uniform is in good repair before leaving the uniform exchange counter 3, | Change in Locker Room = Gome to Tocker room with the Fresh uniform Change into uniform Ensure that the body odour is addressed using deodorants Ensure all accessories which are part of uniform are worn Ensure shoes are shining Snsare grooming is up to the mark and as per standards © After changing, move to briefing areaProcess ¢ How to report to work briefings Objective + “To bea thorough professional as you enter the department Responsibility :_| Frontoffice staff a Bioentore Standard (Measurement, Number, Time, ‘Quantity, Precautions, Phraseology ete.) 1.) Punctuality * Staff should report at least 10 minutes prior to the stipulated time of duty Morning Shift at 6:45hrs for 07:0hes Afternoon Shift ar 13:1 Shes for 13:30hrs Night Shift at 22:15hrsfor 22:30hrs 2. | Grooming Standards Uniform should be elean and well ironed. Hair above shoulder length has to be For Ladies neatly tied © No flashy hairpins, rubber bands or hair accessories allowed Hair color / hair bleach is not permitted. Only black well polished closed shoes with skin color socks or stockings to be wom. Apply tight make up to suit your skin color Nail needs t0 be clean and properly immed Only transparent gloss nail paint allowed. Long nails or flashy nail paint is not permitted Use only mild perfumes/ deodorants Long nails not permitted One sing in cach handfinclusive of wedding —band}should be sober, conservative and not too large. © Assimple gold chain or & mangal sutra or a peael chain is allowed around the neck. © Matching ear studs{one in each ear) 10 the neckwear is allowed. Dangling earrings are ig no. * Gold bangles not more than nwo numbers io be warn in one wrist only, No dangling bracelets to be worn, © The other wrist shoukl have a business style watch, should be sober, conservative and not too large.For Men Uniform should be clean and properly ironed Hair should be trimmed short and neatly set using hair gel Long haa, hair colour is nat permitted Shoes should be black, well polished with black shocks to be worn Use only mild perfumes/ deodorants Long nails not permitted ne wedding ring is allowed. No bracelets or bands {except for religious reasons, ‘Seal must update themselves with the following information about the hatel Hotel occupancy, fevenue, averge room ste for last night Expeeted oecupaney, revenue and average room rate for the day VIP Tn house and Long staying guest VIP arrivals for the days Groups In-house Groups expected for the da special traces, comments if any City comparison, Staff must know the events and the promotions going on in the hotel Staff must read the log book Banquet fuactions of the day Special promotion in any of the restaurantsProcess ¢ What are the openings and closing duties of a front desk associate Objective + “To ensure smooth and efficient operations of the shift Responsibility :_| Front office staff ‘SNe: ‘Proceduse Standard (Measurement, Number, Time, Quantity, Precautions, Phraseology ete.) a g duties of a front desk © To report on duty on time and be well groomed * To read log book and acknowledge same by signing the log book + To take key handover from the previous shift ‘To take message or any specific handover ‘To go through the arrivals for the day To check the room blocking for VIP arsivals | To ensure that the desk is equipped with required stationery ig duties of a front desk * To prepare log book handover for next shift ‘To prepare key handover for next shift ‘To prepare message or any specific handover for next shift + To update AD (arrival and departure) register ‘To file following reports Arrivals checked in report Managers report Shift ChecklistProcess ¢ How to welcome the guest on arrival Objective + Every guest entering the hotel must be given a warm welcome and departure. Responsibility + | Front Office Saft / Guest Relations NE ‘Procedure Standard (Measurement, Number, Time, ‘Quantity, Precautions, Phraseology ete.) T "To welcome the guest on arrival * Body Language: When you see guest entering the hotel from the main porch stand straight with head up, smile on your fae and confidence in yourself, take pride in your job zi ‘Acknowledge the guest within 30 © Eye Contact: seconds of the arrival Make eye contact and wish guest with smile and refer to the time of the day. “ Good Moming / Afternoon / Evening Mr...«Weleome to The 3. Meet guests requirement © Check with the guest what he requires, L_ If the guest is checking in the hotel than proceeds with registration process, ensure you take the guests ID or Passport Copy for registeration. Ti, lf guest is a visitor then escort him to his destination 4, _| Information about the hotel * Tnform guest about the hoiel, its facilites and the sarious promotions going on in the hotel 3. | Guest Recognition Always address guest by his last name and show genuine interest in his talks "To give warm departure the * Always give warm fare well to the guest and guest wish hima wonderful / pleasant day © Always thank the guest * Always invite the guest to return to the hotelbaggage Reception greets the guest and offers assistance Process ¢ How to welcome a guest on his first time visit Objective + “To create everlasting impression about the hotel. Respon: Front Office Staff BN: Procedure Standard (Measurement, Number, Time, Quantity, Precautions, Phrascology ete.) Case study of a first time visit guest on arrival when he approaches the reception on his © Guest reaches the hotel porch own "The doorman opens the door with a smile 1 Doormen greets the guest and wishes guest, “Good Morning / Aftemoon / Evening, Weleome to the 2 Bellboy greets the guest and offers = Bell boy wishes guest the time of the day and baggage assistance assist him with his baggage, “Good Morning / Afternoon / Evening Sir / Madam, Allow me to take care of your baggage” 3 Ballboy confirms the count of * Bellboy confirms the number of baggage with the gue: © Guest approaches the reception ™ Reception associate wishes the guest, “Good Moming / Afternoon / Evening, Welcome to The Sit / Madam. How may I assist you?” © Guest: Lam checking in the following details taken at the time of reservation x ‘Reception offers seat assistance, * Reception Associate: “Please make yourself makes guest comfortable and comfortable, May 1 request you for your Last request for his last name name under which the reservation is being made” Guest: Tam Mr. Singh. 6 ‘Receptionist tnkes out the © Receptionist will then take out the registration registration eard of the guest card of Mr, Singh TZ. Guest registration card will have = Guest Name © Guest Co, Name © Guest Arrival and Departure date = Guest room category ( booked for) © Guest room rate © Guest credit card details © Guest contact details3 ‘Registration card is printed on * Guest registration cand is t be printed on arrival if the reservation is mac arrival if registration eard is not printed ‘on same day earlier, which may happen if the teservation is mace on same day 9 ‘Guest registration formalities * Receptionist completes the guest registration, formalities, {For tepistration refer SOP Nos &9} 16, | Programming of guest room key * Recepdonist will then make the key for Mr. Singh. (For Programming of guest key refer SOP No: HY TI. | Guest relations to escort the guest Receptionist will introduce Mr. Singh to 1h to his room guest relations and request her to escort Mr. Singh to his room “Mr. Singh, my guest relations Ms, Bhumika vill escort you to your room. { For escorting refer SOP NO. 12} 12. Wish guest a pleasant stay * Receptionist wishes Mr Singh very pleasant stay “Me. Singh, have a pleasant stay with us” B. Delivery of guest baggage to the ® Receptionist will inform the bell boy Mr. room Singh’s raom number for baggage delivery Case Soidy oF a first dime visit * Guest reaches the hotel porehy guest on arrival when guest relations meets the guest in the lobby Doarmen greets the guest guest and wishes him with a smile “Good Moming / Afiernoon / Evening, Welcome to The 2 Ballboy greets the guest and offers * Bell boy wishes guest the rime of the day and baggage assistance assist guest with his baggage z ‘Guest relations greets the guest in the lobby and offers assistance: * Guest relations meets the guest ia the lobby and wish him “Good Moming / Afternoon / Evening, Welcome to ‘The __” How may I assist you” Guest: I have a reservation‘Guest relations request guest for his last name and escorts the ‘guest to the reception ‘Guett relations Informe receplion ‘of the guest cheeking in © Guest Relations will ask the guest under what name the reservation is being made. “May I have your last name please” Guest: “ Lam Mr. Singh” * Guest Relations escoms Mr. Singh to the reception * Guest rations informs receptionist of Mi Singh checking in 6 Reception offers seat assistance, * Receptionist makes guest comfortable, takes the day, make him comfortable and will take ‘out the registration card out his registration card “Good Moming / Afternoon / Evening Mr. Singh, Welcome ta The please make yourself comfortable” 7 ‘Guest registration formalliies ir Programming of guest room * Receptionist will complete Mr Singh's registration. For registration refer SOP No. 8&9) * Receptionist will then make the key for Mr. Singh. {For Programming of guest key refor SOP No: 11} % ‘Guest relations to escort the guest © Receptionist will introduce Me. Singh to the to his room ‘guest relations and request her to eseort Mr, Singh to his room “Me. Singh, my guest relations Ms. Bhumika will escort you to your ro { Por escorting refer SOP NO. 12} TO, | Wish questa pleasant stay * Receptionist wishes Mr Singh “Have a pleasant stay with us” TT, __ | Delivery of guest baggage to the = Receptionist will inform bell boy of Ni room Singh's room number for baggage delivery 12. ‘On multiple check- ins * In ease of multiple check-in guest relations will request the guest (© identify his baggage and informs the same 1 bell boy before procecding to his romProcess ¢ How to weleome a repeat guest on arrival Objective : “To give warm and recognised welcome to the guest Responsibility :_| Front Office Staff / Guest Relations a Bioentore Standard (Measurement, Number, Time, Quantity, Precautions, Phraseology ete.) 7. | Case study of a repeated guest on arrival when he approaches the * Guest reaches the hotel porch reception on his own 2 | Boormen grees the gacst by his The doorman opens the door and wishes ‘name wishing him welcome back guest “Goad Moming / Afternoon / vening, Mr, Chaddha Welcome back to the Beliboy greets the guest by his * Bell boy wishes the guest “Good Moming 7 name wishing him welcome back Afternoon / Evening Mr. Chaddha, and offers baggage assistance Welcome back to the —___" and assist him with his baggage 4. __ | Bellboy confirms the count of * Bellboy confirms the number of baggage baggage ith Mr, Chaddha. * Mr. Chaddha appeoaches the reception Receptionist greets the guest by * Reception associate stands up and wishes, his name and wishes him “Good Meming / Afternoon / Evening, welcome back Me. Chaddha, Welcome back to The Please make yourself comfortable” 6 Receptionist will take out the The Receptionist will then whe ou the registration card of the guest registration card of Mr. Chaddha m Receptionist will confirm the * Receptionist will confirm the departure date departure date and time and time with Mr, Chaddha and will request him only for his signature as she already has the details of Mr. Chaddha (being a repeated guest) & ‘will request the = Mr. Chaddha, May I request you for your guest for his signature on the signature on the registration fore” registration card Programming of guest room key © Receptionist will then make the key for Mr. Chadda.{For Programming of guest key refer SOP No: 11}10, | Guest introduction wo the gu * Receptionist will introduce Mr, Chadda to relations the guest relations and request her to escort Mr. Chadda to his room. ‘Mr. Chadda, my guest relations Ms, Bhumika will escort you to your roo { For escorting refer SOP NO. 12} Ti. | Wish guest a pleasant stay * Receptionist wishes Mr Chaddha, “Wave a pleasant stay with vis Mr. Chadha” 12. | Delivery of guest baggage to the * Receptionist will inform the bell boy Mr. room Chaddha’s room number for baggage delivery ‘Case study of a repeated guest on = Guest reaches the hotel poreh, arrival when guest relations meets the guest in the lobby T. __ | Boormen greets the guest by his A doorman opens the door for the guest name and wishes him “Good Morming / wishing him weleome back Afternoon / ening, Welcome back to The Me. Chaddha.” 2. Bellboy greets the guest by his * Bell boy wishes the guest “Good Morning / ame wishing him welcome back Afternoon / Evening Mr. Chaddha, and offers baggage assistance Welcome back 10 the and assist swith his baggage 3 jest relations greeis the guest cat relations meets the guest in the lobby by his last name and wishes him and wish him “Good Morning / Afterine. welcome back # Evening, Welcome back to The Mr. Chadd | Guest relations eseorrs the guest * Guest Relations escorts Mr, Ghadilha to the to the reception reception 5, ‘Guest relations inform the * Guest relations inform receptionist of Mr receptionist of guest cheeking: in Chaddha checking in G. __ | Receptionist greets the guest by Receptionist will wish Mr, Chaddha the ume his name and wishes him of the day “Goad Moming / Afternoon / welcome back Evening Mr, Chadha, Welcome back to The 7. __| Receptionist will take out the "The Receptionist will then tke out the rogistration card of the guest registration card of Mr. Chaddha 5 Receptionist will confirms the * Receptionist will confiem the departure date departure date andl time and time with Mr. Chaddha and will request ‘only for bis signature as she already has the details of Mr. Chaddha being a repeated leat 109. Receptionist will request the guest for his signature on the registration card = "Mr. Chadkdha, May 1 request you for your signature on the registration form” 10. | Programming of guest room key * Receptionist will then make the key for Mr. Chadda,{For Programming of guest key refer SOP No: 11 Ti. | Guest relations to escort the * Recepiionist will introduce Mr. Chadda to guest to his coom the guest relations ancl request her to escort Mr, Chaddla to his room, “Mr. Chadda, my guest relations Ms, Bhumika will escort you to your room.” { For escorting refer SOP NO. 12} 13, | Wish guest a pleasant stay * Receptionist wishes: “Mr. Chaddha, Have a pleasant stay with us” 15, _ | Delivery of guest baggage to the * Receptionist will inform bell boy of Mr room Chaddha’s room number for baggage delivery 14. | On multiple cheek- ins Tn case of multiple check-in guest relations will request the guest to identify his baggage and informs the same to bell boy before proceeding to his roomProcess ¢ How to prepare for group arrival Objective + “To ensure smooth cheek in of the group Responsibility :_| Front Office Staff / Guest Relations ‘S.No. ‘Procedure Standard (Measurement, Number, Time, Quantity, Precautions, Phraseology ete.) Group Information sheet Preparation of rooming sheet oF the group. Rooming Ist gives following information of the group * Group Information Sheet is circulated to all concerned departments and HOD's a day oF ‘two prior to the group arrival date by the reservations As per the arrival time of the group previous night shift at the reception prepares the rooming sheet of the group = Group Name = Name of the Group / ‘Tour leader * Guest name with room number. * Arrival and Departure details of the group * Total aumber of paid and complimentary room, if any = Total number of single Room blocking fora group * Rooms ate blocked a day prior or by previous shift dury manager depending on the group arrival time and the availability of the rooms Point to be kept in mind while blocking the rooms for the group While blocking the rooms for group, try and accommodate the group in same room category and on the same floor for the group Tnformation of room blacked for the group to the house keeping department 6. | Check for room rate adjustment © Room tate is checked forany adjustment if required 7. Routing for the group = Group routing is done as per the billing instructions of the group 8B it and Flower (P&P) Voucher * F&F voucher for the group welcome drink or any other amenities (as per GIS) is sent on the morning of the day of group. arrival Flouse keeping is informed of the rooms blocked for group and the expected time of arrival of the group. 1210. ] Preparation of room key and key ] © Once the rooms ate blocked, keys are jackets for the group prepared and kept read ¥y jackets with, quest name and room number on it by the previous shift at the reception Ti. | Registration card is prepared for = One registration card is prepared in the group leader ame of the Group / Group leader, who signs on behalf of the group 13, | Restaurant booking for the group Restaurant booking is done for the group sper the group information shect 14. | Note - Cheek for staffing Ensure that we have enough staffing at bell desk for smooth handling of group baggageProcess : ‘What is the et Objective = "To record and maintain proper and accurate information oF the guest Responsibility :_| Front Office Saft SDN. ‘Reocetiure Standard (Measurement, Numbers, Time; Quantity, Precautions, Phraseology etc.) Case sadly of egisimtion fora domentic guest Wish guest “Good Moming / Aftemoon / 1. Receptionist greets the guest Evening Sir / Madam, Weleome to The offers the seat assistance Please make yourself comfortable Z| Requese quest for his sc name © Politely ack guest for his last mame under which the room is reserved. “May I have your last name please?” Guest: Lam Mr. Singh 3.___| Trace guest feservation with © Treould nor trace the guest weservation with following details his last name, then ask for other details like the company name, confirmation number. “Lam sorry Mr. Singh, | am not able to trace your reservation, May I have your company name or confitmation number” | Check for comments and iaces | Check For guest conamnents, WOES, mean, ifany 5 Regisomtion cardio be ken out [© Take our the registation card from Pano file 6.) Registration card's printed on SThithe guest reservation Is made on the day arrival if the reservation is made of antival, print the registration card, {For con same day printing of reyistration form refer SOP No. 35} 7. | Registration card to be presented | Neally keep the regstration cardion the in folder leather folder. 8. | Request guest for his business © Politely ask guest for his business card and exediteatd card /Credit card/ID (all required documents together) ir. Singh, May I request you for your business card/ID and credit card?" 9. | Note down the details = Note down the details on the registration card using. black pen only10, | In ease guest is not carrying his TE guest is not having his business card, business card, request him to politely request him to write down his write down the same on address, contact numbers and email address registration card ‘on the registration card “Mr. Singh, May I request you to-write your Address, Contact number and E-m: address” 11. | Confirm the departure date, me ‘Confirm the departure date and time with and hotel transfer with the guest the guest and the hotel transfer if required for airport drop on departure ‘Me. Singh, your departure date is 1" June, 08, that means you will be staying with us for 3 nights, and would you be requiring the hotel car to drop you to the airport on departure” 12. | Confirm the room eatezory, ‘Confirm the room eategory and the rate at room rate and the package which the room is booked by pointing inclusive of with the guest towards the rite printed on the registration card and package inclusive of “Mr, Singh, the room category you have been booked for is deluxe room and the rate for same is Rs./US $__+ Taxes inclusive of morning breakfast in our All day dinning restaurant ic. Pickwicks at lobby level 13. | Tafosm guest if the wom is Tnform guest if the room is blocked as pet blocked as per his liking his special eequest Mr. Singh, As per your liking your room has a beautiful view of the pool 14. | Confirm the arriv ‘Confirm the arriving and departing departing destination with the destination with the guest guest “Mr. Singh, May I know the place you are coming from and place you are heading: towards” 15. _ | Confirm the mode of payment Confirm the billing instructions with the with the guest guest, If the mode of payment is bill to €0, If the mode of payment is bill to /‘Travel agent voucher check if you have cof travel agent voucher correct correspondence for same If not please follow up the same with the coneemed sales account manager Ar, Singh, Your bills for room and taxes will be taken eare by the company / ‘Travel Agent and extras will be charged to you directly 16, | Ifthe mode of paymentis-cash Ifthe mode of payment is eash, request the guest to make advance deposit for ar least a night plus Rs. 5000 additional"Mir Singh, Trequest you to make th advance payment for one night whieh is Rs _— plus Rs. $000 additional for extras” 17. Trthe mode of payment is credx card Ir. Singh, May 1 request you for your credit card?” 18. ‘Guest and signature w be tallied Please tally the guest name and signature on the given eredit card, Note down the credit card number on registration card 1D. Request guest for his signature on the registration card ‘Once you Finished with all guest the registration card, Present registration cand in leather folder along with a black pen ro the guest for his signature ‘Mr, Singh, May I request you for your ignature on registration card” 20. Programiniing of the guest room key Prepare key for the guest and present it in key jacket along with guest name and room number written on it. { For programming of key refer SOP No. 11 } ‘Guest relations to escort the uest to his coom Tntroduce guest to Guest Relations and request her to escort the guest to his room, “Mr.Singh, My Guest Relations Ms. Bhumika will escort you to your soom” {Por escorting refer SOP No.12 } 22. Wish guest a pleasant stay Wish guest a pleasant / wonderful stay Ar. Singh, Have pleasant stay with us 16Process ¢ ‘What is the jure of registration for an International guest Objective = "To ensure proper and accurate information of the guest for legal documentation Responsibility +_| Front Office Sait SNe. ‘Procedure Standard (Measurement, Number, Time, ‘Quantity, Precautions, Phrascology ete.) Case study of registration Foran International guest Receptionist greets the guest © Wish guest “Good Moming / Afternoon / Evening Sit / Madam. Welcome to the Registmition eard is printed on arrival if the reservation is made om same day z Receptionist offers seat assistance | * Make guest comfortable On seat, to the guest ke yourself comfortable Sir / 3. | Request guest for his last name * Politely ask guest for his last name under which the room is reserved. “May I have your last name please?” Guest: Lam Me. Singh 4 | Trace guest reservation with = TF could not trace the guest reservation following details with his last name, then ask for other details like the company name, confirmation number “Lam sorry Mr. Singh, Tam not able 0 trace your reservation, May I have your company name or confirmation number” ck for comments and trices | © Check for guest comments, traces, message, iF any & | Regisration card to be taken out [© Take out the registration card from Piano file Ifthe guest reservation is made on the day of arrival, please print the seyistration ead. { For printing of registration form refer SOP No. 35} business card and credit card 5 Registration card to be presented | * Neatly keep the registmation card on in folder the leather folder a Request guest for his passport, * Politely ask guest for his Passport/ Business cand and Credit card. “May | request you for your Passpost/ Business Card and Credit v7card” (Ask for all required documents together) Note down the details Note down following deuils on the registration card using a black pen only. i. Paints to be Rept in mind while taking down the guest passport details Tally Me, Singh’s name on registration eard ‘vith name mentioned on the passport Date of Issue of passport Date of Expiry of passport Place of Issue of passport Date of Birth of guest Date of Arrival in the Country Purpose of visit in the Country Arriving from and Next destination, Guest credit card number and the date of of the credit card ex} Tn case guest is not carrying his business card, request him to write down the same on registration card Tf guest is not having his business card, politely request him to write down his address, contact numbers and email addsess on the registration card “Mr. Singh, May I request you to write your Address, Contact number and E-mail, address” BB. Confirm the departure date, time and hotel transfer with the guest ‘Confirm the departure date and time swith the guest and the hotel transfer if equired for airport drop on departure Singh, your departure date is 1" June, 08, that means you will be staying with us for 3 nights, and would you be requiring the hotel car to drop you te the airport on departure” ro Confirm the room category, room nite and the package inclusive of to the guest Confirm the room category and the rate at which the room is booked by pointing towards the rate printed on the registration cand and the package inclusive of “Mr. Singh, the room category you have been booked for is delux same is Rs,/US$_ +1 morning breakfast only in our All day dinning restaurant Le. Piekwicks at lobby level” Tnform guest W the room is blocked as per his liking Inform guest if the room is blocked as per his / her preference “Mr. Singh, «As pee your liking your room has a beautiful view of the pool” 1816, | Confirm the arriving and = Gonfiem the arriving and departing departing destination with the destination with the guest guest “Mr. Singh, May I know the place you are coming from and place you are heading towards" 17 | Confirm the mode of payment = Confirm the billing instructions with the with the guest guest. Ifthe mode of payment is bill to 60. If the mode of payment is bill to [Travel agent voucher check if you have co/ travel agent voucher eoercet eortespondence for same If not please fallow up the same with the Concerned sales account manager, “Mr. Singh, Your bills for room and ‘Taxes will be taken care by the company / Travel Agent and extras will be charged to you diseeily TS. | Ithe mode of paymentis cash = Ifthe mode of payment is cash, request the guest to make the advance deposit for at least one night "Mr. Singh, L request you to make the advance payment for one night which is Rs _— plus Rs. 5000 additional for extras.” 1, | Ithemodeof cash payments + If guest pays by foreign currency, same forcign curreney reeds to be converted into local curreney and posted to the room account 20. | If the mode of payment is credit ® If the mode of payment is credit eatd than card “Mc, Singh, May [request you for your cre cand? jest and Signature to Be tal Please tilly the guest name and signature on politely ask him for his eredit card the given credit cand Note dawn the credit cand number on segistration card Do. Request guest for his signature con the registration eard Once you finished with all guest details on the registration card, Present registration card in leather folder along with a black pen to the guest for his signaruse “Mr. Singh, May I request you for your signature om registration card.” Be Programming of the guest rooin key Prepare key for the guest and present it in key jacket along with guest name and room number written on it to the Guest Relations. { For programming of key refer SOP No. 11} 192A] Guest relations to eseort the = Tntroduce guest to Guest Relations and guest to his room request her to eseort the guest to his toom “Mr. Singh, My Guest Relations Ms. Bhumika will escort you to your room, { For escorting refer SOP No. 12} [= [Renan | = “Mr. Singh, Have pleasant stay with us.” 20Process : ‘What is the procedure of registration for a Objective = “To ensure proper and accurate information of the group Responsibility :_| Front Office Saft SDN. ‘Reocetiure Standard (Measurement; Number, Time; Quantity, Precautions, Phraseology etc.) 1. | Chock for safting * Ensure you have enough stalling at the front office two handle group efficiently and smoothly Z| 'Trdiaonal welcome for he = Wien group check+-dn Guest Relations to group do Arti Tika (traditional weleome) for the Group, if required as per Group Information Sheet at the porch 3 Wish group the dime of the day | * Wish group members the ume of the day and a very warm welcome to the T__| Make group comfortable = Make group sitand comfortable in the lobby Welcome diink to be served = Tafomm In room dinning t get weleome drink in the lobby 6. | Registration of the group © For group there is only one registration card * Present registration card neatly in black leather folder along with a black pen to the group leadet/tour leader 7 __| Signature of group leader /tour | * Group leader / Tour leader is the authorized leacler on the registration card person to sign on the proup registeation card 8. | Group deuile sheet vo be wken = Please collect group deuail sheet from the from the graup leader group leader on check In (fnot received prior to their arrival) containing following details % Details to be taken for domestic * Name of the Group members group Date of arrival and departure of group members Room sharing information 10. | Derails wo be taken for International group, Name of the Group members Passport details of the group members Date of arrival and departure of the group. Group arriving from. 21+ Nest destination of the group * Date of arrival in India of the group Group leader on check In. Ti. | Travel agent voucher Collect the travél agent voucher from group leader, if not received earlier 12] Details to be confirmed from Time for breakfast / lunch 7 dinner booking of the group in the hotel restatirant, if any as per the group information sheet Group deparnure date Wake up call for the group Reminder wake up call for the group ‘Time for baggage down of the group Check our time of the group Request to deposit the heys at the bell desk on cheek out 13. | Request group leader for group contact address and cletails * Politely cequest group leader to give the ‘correspondence address of the group, his contact numbers and email acldress for any future tequirement 14. | Allocation of group room umbers and services Information on hotel facilities * Allocate the mom numbers to the group and give them the keys as per the group rooming, sheet Briel the group leader on the various Facil and services available in the hotel 16, | Wish group a wonderful stay Wish group members a very metnorable/ ‘wonderful stay with us 17] Group Baggage wo be tagged Ball bay has atanged the baggage of the group with baggage tag on one side of the lobby 18. Request group members to identify their baggage ‘After the room allocation of the group is completed duty manager/guest relations request the group to identify their baggage to ensure the delivery af the bags to the ‘correct room 19. | Gne poine contaer for group Group leader is one point contaet For any, group movement activity 20. | ‘The group information sheet ‘Name of Group Leader and Room Number Name of the Group Members and Room ‘Arrival and Departure Date Wake Up Call for the Group Time for Baggage DownBreakfast time Check out time 21. ‘Group Information Sheet is circulated ro the concemed departments: "Telephones — Por group wake up eall Housekeeping — For Checking the Mini Baron departure Pickwicks / IRD —For Group Breakfast Cashier = For Group Departure 23Steps to be followed for programming the guest raom key in CISA machine Process ¢ Explain the procedure for programming and issuing the guest key Objective + ‘To programme and isstie the Keys t0 the guest only for the number of days that the guest would be staying with us in order tw prevent for the key being misused Responsibility +_| Front Office Siait S.No. ‘Procedure Standard (Measurement, Number, Time, ‘Quantity, Precautions, Phraseology ete.) Guest room number Number of days, guest would be staying: with us ic. duration of stay of the guest Number of keys to be made, depending on number of Pax in the room Guest name and then press enter ‘The sercen will play write card, then enter the key in the CISA slot Incase the sercen displays Pass Enter to Continue, then press enter and then put key in CISA clot © The key will be made ‘or programming the muliple keys * In case of making more than one key, after the first key is made, the screen will show again Write Cand, and then put another fresh key in the CISA sloc © Assoon as the guest has checked in, a guest key is programmed for the number of days the guest would be staying with us Issuing of guest room key Only one key is issued t0 the guest. In ease of sharer o a joiner another key may be issued © The key should be eolleeted from the guest at the time of cheek out Th case guest oxtends the stay key needs to be reprogrammed, Steps to be followed for existing key being extended on account oof guest departure date is extended * The cereen will beon a display of Read Card afier programming of any key, at that particular note, the key to be pus in CISA lov it will show the followings : ‘The Guest room number Guest Name Number of keys made for that particular Number of days the key is been made fioe Scroll the arrow key in the sereen by keys on the keyboard to the sumber of days column 24Edit the number of days as per the guest extension as required Press Enter and sereen will displ Card Pur the key card in the CISA slot and the key will be programmed for the extended number of days Write ‘Steps to be Followed for programming the duplicate key in CISA machine Method | Pur the room number in the CIS displaying read card Press down button and copy ‘The CISA will search for the program of the main key and display the option of copy card Put the blank key card in the CISA slot Duplicate key for the given number will be programmed 7A machine Method 1 We can also make duplicate key, while programming the main key by entering the number of keys required to be made in the option of number of keys Maximum two keys are issued to the guest 25Process ¢ How to escort a first time visit guest to his room Objective : “To orient the guest to the hotel and his room Responsibility ;_| Front Office Staff SNe. Piocelume Standard (Measurement, Number, Time, ‘Quantity, Precautions, Phraseology ete.) ra Case study of escorting ofa first * Guest is escorted to the room by Guest time visit guest to the room Relation Executive ‘Open hand gestures w be used = Open hand gestures be used whil guest. “This way please Mr. / Ms. ‘On entering the guest room- © Here is The For a domestic guest you Me/ Ms Welcome letter for For an International guest . Welcome fetter anil a small souvenir(howing ‘The ‘Tea Box) for you Mr/ Ms, | Explain the facilities of the hotel + “Amongst the dining options we have to the guest kwieks, the multi cuisine all d Pickwicks which is open 24 Hrs, Your breakfast will bbe served here from 0700 Hes — 1030 Hrs 3 Dhaba and Jade © Jade serves authentic Chinese from Mainland China, Dhaba is our signature Indian restaurant serving Highway euisine from North India, Both are open for lunch from 1230 Hrs = 1445 Hes and Dinner froth 1930 Hrs ~ 2330 Hes % [Sevilla + Sevilla which serves authen Mediterranean cuisine has an i outdoorambience and is open only for dinner from 1930 Hes 0030 Hes and elosed on Tuesdays Tura —‘The Vodka bar * Wealeo havea lounge bar - Auni-The Vodka Bar stocking over 70 brands of vodka from across the world, besides other premium spirits. Iris open daily from 1600 Hrs to OIOOHRS with Happy Hours from. 1700 - 2000 HRS daily 6 Ye Old Bakery * The patisserie Ve Old Bakery has a selection of cakes, pastries, chocolates and savories to choose from 26‘Offer assistance for restaurant reservation “Would you like me to make a lunch/dinner reservation for you" If Yes go ahead and note down the reservation details and if guest says No then inform guest “If you wish to dine at any of the restaurants we request you to make a prior reservation at the In—-Room Dining number 8082)” B plain other facilities oF the hotel Business Centre The Business Centre is accessible to you 24 Hes a day, we also have wireless internet connectivity through out the hotel as well as, in your room, to access it your last name is the User “Id and room number is the password Beauty Salon and Health Club have a beauty salon with expert make- professionals providing a host of treatments, The Health Chub is equipped with gymnasium, sauna, steam and Jacuzzi. You can also go for rejuvenating massage therapies at the Health Club. There is also an outdoor swimming pool. The pool is accessible from (0700 Hes ~ 1900 Hrs and the Health Club is accessible from 0630 Hirs ~ 2130 Hrs (Timing for ladies is from 1000 Hrs ~ 1500 Hrs and for gentlemen, from 0630 Hrs — 0930 Hrs and 1530 Hrs —2130 Hrs) 10, ‘plain if the hotel renovation is going on We are in the process of upgrading our produets so there is some renovation work taking place however we will ensure minimum disturbance during the day all renovation is stopped after 1940 Hrs in the evening i. ‘Guest Relation Executive opens the door and keycard is inserted for power. ™ Welcome to your room no Welcome to your roam which is part of our newly renovated wings( Incase of new wing) Guest Relation “May Lastist you with your room,” If yes Guest Relations explains various features of the room View of the guest room Note While showing around the room care be taken with the View ( Incase of pool facing or landscape) Onily if the room has a view else please avoid.” You have a beautiful pool side from your room,1B. Power saving unit ‘The keyeard needs to be inserted in order te control paver to the room, (incase the guest enquires mention — on removal all lights go off and the air conditioner goes to blower mode) i Make my room ‘Would you want your room to be cleaned at any time please jeate here Reliance Interactive TV Show usage of the TV We have newly introduced the interactive television. The main menu will offer you options for you to choose with the number keys button ‘The shortcut buttons will also help you to choose aptians as displayed on the screen, We offer movies on demand, internet connection and world radio which are chargeable 16, DVD Player ‘We have also placed a DVD player. For DVD's, Information on shopping, City guide please contact concierge Extn. ___ ‘This blue button will also allow you to go directly to television mode. At any time you can also get back t the main menu. Yau may also use the keypad for internet and games 7. Minibar The Mini Bar has been placed for you (indicate where) and this is the rate list, Should you require additional amenities or replenishment, kindly call housekeeping on Extn. 18, Tea 7 Coffee maker This is with compliments from us, For replenishment, kindly contact housekeeping on Extn. ___, 19. Tadieate folder for Morel Compendium The Hotel Compendium contains all information on the hotel as well as the In- Room Dining Menu 20. Mixon panel ‘This is a Mixon Panel it controls all the electrical facilities in the room, the lights are controlled from hete (entrance, rooms, chandelier, and nightlight), It controls the opening and closing of the drapes, The air conditioning temperatures can be increased of reduced from here.a. Do not disturb * Should you require nat to disturbed kindly indicate here it will display outside the room, Bathroom amenities = For regular rooms “We have placed for you special Kama products, which are ayurvedic © For Suites “We have Molen Brown products for you.” “The hair dryer is kept here” “This is the music knob by turning it you can listen to musie or watch television in here” 3B. 2A Taundey bag and bathrobes Wardrobe and CISA safe © The laundry bag, list and bathrobes have been placed for you here The sale is also placed for you, the instructions are mentioned here w you Tike:me to explain how to use it? id "This is the fire plan, You are here ght now: In ease of emergency this is the nearest exit door 26. | Offer assistance to the guest © Guest Relations will ask the guest before leaving the room. “Is there anything else I may help you swith?" 37, __ | Wish guest a wonderful siay and + Wish the guest a wonderful stay before appreciate guest for giving his leaving the room. valuable time Thank you for your time, L wish you a wonderful stay with us, Should you require any assistance, please feel free to call reception at Extn P 38. | While escorting a repeated guest + In case of a repented guest, Guest relations offer assistance to explain the escorts the guest to the room and ask the room features guest “Mr./ Ms. you wish me to explain you the features of the room 25. | TF guest says yes = [Fike answer is yes, guest relations explain the roam features as mentioned above 30. Offfer assistance for restaurant * Lf No, Guest Relations will offer reservation Iunch/dinner reservation for guest “Would youlike me to make a Junch/dinner reservation for you" IF Yes go ahead and note down thethen inform guest “If you wish to dine at any of the restaurants we request you to ake a prior reservation at the In Room Dining number 31. Wish guest a wonderful say ‘Guest Relations will come out of the raom wonderful stay. “Have wishing guest a a wonderful stay with us Mr/Ms. # “For any assistance please eall at Extn, 30Process How to escort a VIP guest to the room Objective + “To make the guest feel special/important and recognized Responsibility : | Guest Relations / Front Office Stall SNe Bioeetore Standard (Measurement, Number, Time, Quantity, Precautions, Phriseology ete.) Case study of VIP arrival having aicport pick up from the = Name of the guest hotel = Number of bags Baggage tag needs to be ready before the Airport representative pages duty suest checks in fs manager from the hotel giving details about the guest & | Guest Relations welcomes guest | © Cararrives at the porch at the hotel porch Guest Relations will be ready at the Porch with the folder which contais 1, Guest Registration Card 2.A black pen 3. The welcome letter 4. Guest room key in key jacket with guest name and room number written on it 3. __ | Guest relations greets guest = Guest relations will welcome the guest atthe porch “Good Morning/Afternoon/ Evening Mr. /Ms Welcome to The 3. | Guest relations eseorts guest Guest Relations will escort the guest from the porch to his room from the poreh to his/her zoom 6 | Teaboxtobegivenon checkin | © Incase ofa International VIP artival for an International VIP arrival Tea box is given to the guest on arrival by guest relations ions to eseurr the guest to the | In=room checkin to bedone by | _* Guest relations will do in coom checking for guest relations VIP guest B__| Registration formality = Guest Relations proceeds for registation formality of Me./Ms. {For guest registration in the room refer SOP No: 8:& 9 } {To explain room feature refer SOP Nos12 } 3h0 Nowe For VIP arrivals not scheduled for airport transfers, trace is been left in the reservation to inform the guest relations on check — in for guest In Room check — in, 32Process ¢ Objective = “The correct way do a checking fora guest who has an altpont pickup. Responsibility :_[ Guest Relations / Front Office Stalt_ S.No. ‘Procedure How to welcome a Standard (Measurement, Number, Time, ‘Quantity, Precantions, Phrascology ete.) Case study of a guest artival having airport pick from the Name of the guest hotel © Number of bags Baggage tag needs t0 be kept ready before 1. | Aisport representative informs the guest checks in the duty manager from the hotel z ‘Guest Relations welcomes guest [© Cararrives at the porch at the hatel porch Guest Relation Executive welcomes the guest at the porch x ‘Guest relations greets guest * Allguests having Airport piek up, must be met and greeted at the main porch, “Good Morning / Aftemoon / Evening Me. Thomas. Welcome to The " ‘Guest relations greets the guest * Allvepeat guests must be met and greeted by his last name and wishes him by name at the main porch. “Good ‘welcome back Moming / Afteinoon / Evening Me, ‘Thomas, Welcome to The Its good to see you again.” Toload the guest baggage * Baggage is unloaded and brought up w the lobby by the bellboy. * Guest baggage should offloaded and placed and neatly at the right entrance to the lobby on left of the bell desk. “Please come sway Mr. / Ms. vs (lf roam noi reserved.) & “Tagging of guest baggage © Baggage is tagged and room number allotted. “May [ag yout baggage Mr. / Ms? 7. ‘Guest relations escorts the guest | _* Guest is excorted to the room by to the room Relation Executive for In Room check = in Guest Relations proceeds for registration formalities of the guest {Por registration in room refer SOP No.8 & oH (To explain room feature refer SOP No.2} 33Process: How to handle a check In when guest raom is not Objective + ‘To handle the situation in a professional and cordial manner by providing alternatives to the Responsibility +_| Front Office Saff / Guest Relanons 7 Dury Manager SINEs ‘Paperdure Standard (Measurement, Number, Time, Quantity, Precautions, Phrascology ete.) T.___ | Gave study to handle a guest = When a guest arrives at the hovel before the when the room is not ready on assigned room is ready, offer a suitable arrival alternati 2 Points co be kept in mind when the guest raom is not ready on © Apologize guest for the inconvenience arrival caused Apolagiae to the guest 3. __ | Make guest comfortable = Make guest comfortable in the lobby lounge & offer a refreshing beverage (tea/Cotfee /Feuit Punch) GZ. | Offer guest an altemaiive room © Find and offer guest alternative room in different category 3, | "Time guaramce eo be given tothe | ® Time to be given to the guest for room and guest keep guest informed of room stacus 6. | Make guest feel important and Show tha guest every effort is being made his need on priority to make room ready for him on priority basis 7. | Offer food and bevenige sonics | © Guest might have been ona long fight ro the guest Depending on the time of the day guest may be offered Breakfast or tea / coffee/soft beverages in Pickwicks a ‘Guest relations to entertain the © Guest Relations to entertain the guest in guest Pickavicks 9] Room wo be made on priority * Inform Hoasckeeping Supervisor to make b room reidy for the guest on urgent basis 10. | Follow up with house Keeping on |» Constantly follow up with House Keeping room status on room status Ti. | Upelate duty manager with room | © Keep duty manager informed about the statis same 342 ‘Guest relations / duty manager to speak to the guest Guest Relations or Duty Manager should speak to the guest for the inconvenience caused for the room was not ready on the arrival of the guest 1. Apology note trom the hovel Flowers and a personalized card from the Genceal Manager of the hotel with an apology to be placed in the room when it ‘was neat serviced hy househeeping Update guest history Guest history ta be updated for future reference ail to be marked Email be sent to all concerned persons when ever guest is made to wait for a room, 35Process: How to show check — in and profile updating on system Objective + "To know the check = in process and wo maintain the records for audit purpose Responsibility +_| Front Office Sait SiNe. ‘Proeedute Standard (Measurement, Number, Time, ‘Quantity, Precautions, Phrascology ete.) 1. | Steps te show check in on the |» Goto the front Desk system © Press enter on arrivals © Bantec the last name of the guest © Click on check-in option 2, | Search for arrivals by ether of | 1. Guest Pint Name the followings TL Guest Last Name TIL Guest Company Name IV. ‘Travel Agent Name V. Group Name VL Confirmation Number, Ete Select comect aption. Press Enter on Check-In Check-in should be done on system so that other departments are aware of the guest's accupaney Show cheek in of guest im the computer it order (o ensure that all other departments are aware of the guests who have checked in and to release the telephone lines 3. | Updation of guest profile in the system Guest information to be entered in the system accurately ‘All personal information collected at check- in will be updated on the guest’s profile ‘ilinformation will be entered accurately in the sysiem and completely without error Upsate folio and guest information to have information that is correct and to record it accurately: Ea Following information is must for profile Updation Market Segment Guest Name Room Number Arrival and Departure Date No. OF Adults ancl Childron Room Type (Upgraded reason if any) Rate Code Room Rare Source of Business 36Discount and reason Souree of booking ‘Credit carel number and expiry date ‘Comments/Traees Designation, Company Name Address Telephone Number Fax and E-Mail Id Passport umber, Date and Place of Issue ‘Nationality and date of Birth Prequent flyer progeam membership details (Uf reservation is made through world horels) &. | Steps to update the profile inthe |» Gow the Front Desk system * Go w the Acrival option/Guest In house © Eimter the last name of the guest or room number * Click on profile ane update profile in the system = Click on save button = Click on OK 10 confirm to save the data. 7, __ | Cheek for guest mode of = To have clear knowledge of guest mode of payment Tr guest mode of payment fs t0 €0. / travel agent voucher payment is very important t ensure that the check out is carried our in quick and efficient manner Tf payment instruction has been given specifying the whole or part of the bill, will be setiled by cither a company, a travel agent or a third party: ‘Cheek the correspondence Check the correspondence to see whether the hotel management has approved the arrangement ‘Make sure that the correspondence, reservation order and letter has been attached Double Check the voucher o correspondence presented by guests and cheek for any discrepaney in guest name, period of stay For any diserepancy please make a note of same and inform g0 the duty manager ancl the concemed sales account manager 10. Routing Tnstrictions ‘Sct appropriate routing for agent/eompany billing on the system ii. Updation of arrival and departure register Rilregistration eards entry has wo be made in Araival and Departure register shift wise on daily basis 3713. | Check for the guest information Double check whether information on the ‘on the registration card tallies registration card matches in the systemy ie. with the information fed in the Room Rate, Room Type, Cheek Out Date system ere. Sct up appropriate routing according to correspondence 3. | Nowe Tnease there is any information missing such as address, payment, departure time ete. Call guest to confirm of leave a trace for the nest shift to follow up 38‘occupied guest room change Process : How to do a room cha Objective “To ensure room change in a prompt and Gfficcne manner Responsibility © | Front Office Staif / Guest Relations / Duty Manager SNe. ‘Pioosinre Standard (Measurement, Number, Time, ‘Quantity, Precautions, ‘Phraseology etc.) 1 | Boineeo be keprin mind Foran | * Inthe event, an accupicd guest room necdls to be changed, i will be done in an. efficient ‘manner in the presence of duty manager and security supervisor ensuring all the guests belongings are transferred, all the concerned departments are intimated and the billing is accordingly adjusted room change beeause of various reasons ‘Aisign new room 2 | To meet guest request = In house guest expect to have immediate ¢ roams and the request to be 3. | Guest request reception fora = Smell in the room = Room has defect * Different category of room given on arrival than what the guest was booked for + Guest didn’t like the room, ete + Check with the dugy manager to assign new room for the guest baggage a ‘Apologize to the guest © Duty manager to apologize the guest in case of hotels fault leading to room change 6. __| Offer assistance to pack guest = Offer assistance to guest to pack his baggage baggage, which is to be shifted to the newly assigned room 7 Meet guest expectation © Ensure that the new room meets the expectation of the guest 8 jest Fehations to escort the + Gucat Relations to escort the guest to the puest ‘new room and ensure that the guest is satisfied with the new room % ‘New room key to be give = Give the new key to the guest and old hey to place of changed soom key be taken back from the guest 10. _ | Offerassistance to move guest © Bell boy tobe present to move the guest baggage immediately 39Ti. [| Room move to be done inthe = Agsoon a the guest is moved system physically to the new room, room, change has to be shown in the system © Gouo the reservation folio and show a change of room in the system 12.__| Room status to be changed in the | © Please change the status of old room system dirty in the system For house Keeping to clean that room, 13. _ | Concemed departments to be © House keeping informed about the guest room * Laundey change © Opetator = Cashier M4. ‘Staff to be informed © Allstaff should be informed about the change of guest room 15. | Update guest history = Update the guest history a well as the reason for room change. * Ensure all guest records are updated. 16. | Room change voucher = Room change voucher to be made and acknowledged by all departments 17. | Guest registration card t0 be © Guest registration card to be moved to new moved in the back office oom number slot in the Pigeon hole in back office 18. | Room number to be updated on | * Mention new room number on the the guest registration card registration card 19. | Stepsto do room change inthe | © Gow the front desk system Gow the Guest In-house option Enter the guest room number * Go to the options © Select the room move option * Enter the new room number in which the guest is moved physically * Click OK button to confirm the roam move of the guest 20. | Screen will display following ‘Change room status to dirty options, Change room status to clean Do not change room status Bi. | Selece required option = Soleet resjuired option and press enter on that, room change is done on system 403. Bocumentation of room rate change Ujsiniion of room rate change Process : What is the jure for rate cl Objective : "To maintain records and documentation to avoid discrepancies and Tor audit purpose Responsibility ont Office Stal S.No. ‘Procedure Standard (Measurement, Number, Time, Quantiey, Precautions, Phraseology ete.) 1. | Exphin room rate * Rate is the amount charged to the guewt for the room he is staying in and is printed on the guest registration eatd | Gonlinm room mate with the guest | * Its important to confirm the Room rare with the guest om his Check-in + Any changes in guest's room rate should be documented and communicated to all concerned The Rave change should be updated in the guest records and the eashiers should be notified about the same * Incase of any changes that has to be done in the rates that is quoted to the guest, reason for nite change has to be mentioned on Registration Card Room rate may be changed for various reasons © Discount given to the guest * Up selling a toom to a guest © Change in rate from a rack rate to corporite rate Skeps to do room rate change in the system ‘Obtain proper documentation Change Rate in the registration Card Mention the reason for rate change in Registration Card Change rate in the Opera system Mention the reason for rate change in the (Opera system Inform to the concerned Department Select guest profile for which room rate is 10 be changed Click vin edit Enter the new room rate in rate column Click save OK burton to confirm the rate change Mention the reason for rate change in comments 4Nowe = Any rate change has t0 be updated on the registration card and must also mention the reason for rate change 2Process ¢ ‘What is the procedure for receiving the guest wake up call at the reception Objective + To attend wake up call requesis immediarely Responsibility ont Office Staff S.No. Procedure Request for guest wake up call at the reception Standard (Measurement, Number, Time, ‘Quantity, Precautions, ‘Phraseology ete.) Pew requests for wake up call will be taken at the front desk 3B | Guest wake up eallrequest tobe | + All wake up eall requests should be attended met immediately immediately 3 ‘Olfer reminder wake up call = Whenever guest request for wake up call at the guest the reception, Front office associate must cheek with quest if a reminder wake up call is required < Paints to be kept in mind while = Name of the guest taking guest wake up call request | Room Number Lt Wake up call time 5. Offer Tea /Coffee assistance to ® Front office associates must also ask if any the guest ‘Tea/Coftiee required along with the wake up call = Ifrequired yes then, Front office associate must ask further questions like = I. Regular coffee or Decaffeinated coffee 11. Coffee with milk or black coffee IH, Ready made tea or everything separate IV, Regular tea or a Masala tea. Etc. o Wish guest «good night sleep ® Frontoffice associate must wish guest Tnioam In room dinning for guest onder, If any “Good Night Me./ Ms, = Front office associate will give guest onder to In room dinning to be served along with the wake up eall a Wake up call sheet is filed giving following details Guest Name Guest Room No, Wake call time Reminder Wake Call Time, If any Any In Room Dining Request Any other request Wake call taken by Wake call given by 4B0 Wake eall sheet to be acknowledged by the operators ‘This sheet is then given to the operator who in turn, calls up the guest at the requested time for the wake up call ‘A duplicate copy of wake up call sheet with guest IRD request is send to the In Room Dinning by 01:00 hrs, by the operators acknowledged by IRD associate 10. | Operators to be updated with = Bell desk must give daily weather report to daily: weather report the operators Ti. | Guest tobe informed about city [~ © Operators must give weather details to the weather temperature guest along with wake up call 12. | Guest tobeacknowledged using | * Operators must use guest name their nameProcess ¢ How to create a sharer in the system Objective = “To give accurate occupancy status of the room and details of the sharer guest Front Office Statt Responsibility S.No. ‘Procedure Standard (Measurement, Number, Time, ‘Quantity, Precautions, Phraseology ete.) 1. ‘Steps co create sharer inthe = Goto Front Desk system before Primary guest Go to arrivals checks-in Guest first name Guest last name Guest company name, ete Go to-the options and select shares Click on Combine on right hand side Feed last name or first name of the Sharer guest Press Enter Fill he required details Press Enter and the sharer are created Rate code for sharer is SHARER and the rate must be zero 2 | To select primary guest use following options Go w front desk Go to guest In- house Enter guest name or guest room number Go to the options and select share Select combine and enter the name of the sharer il the details and select the profile if any * Rate code for sharer is SHARER and the sate must be zero 3 ‘Steps to create sharer in the system after Primary guest checks-in * Ciek OK * Click close button * Click Yes to save the changes Note * Please remember to update the profile of the sharer guest 45Noe guests expect Process How to handle a sharer with advance notice Objective + “To welcome the notified shater in. warm and cordial manner Responsibility + | Front Office Staff SDN. ‘Reocetiure Standard (Measurement, Number, Time; Quantity, Precautions, Phraseology etc.) 1. | Explain Shaver Sharer: All quest who joins after the Oat guest has checked in smoothly are called Sharer. 2. ‘To handle sharer with an advance notice © Notified sharer will be weleomed ina warm ‘Welcome shater in a warm and cordial mariner manner W Tmotice the gu have immediate aceess to the room 7 Name verification of the sharer Verify the Name against arrival information guest inn the system cf Information for profile updation |= Golleet all information required for Profile Updation 6. ‘Show check-in in the system Check in the guest into the system 7 Tnfoam primary guest in the © Offerto phone the primary guest in the room room to inform about the sharet is arrived & | Paints wo be kepr in enind for a * The Rate Code of shazer mustbe Sharer guest “SHARER” © ‘The rate amount of sharet must be “ZERO” The rateamount must feature in PRIMARY guest room account 0, Now = Above things must not be changed unless specified by the guest in specific manner 46Process: How to handle a sharer without advance notice Objective + “To ensure the privacy of the guest and avoid inconveniences Responsibility + | Front Office Staff SDN. ‘Reocetiure Standard (Measurement, Number, Time; Quantity, Precautions, Phrascology ete.) 1. __ | To handle Sharer without UN notified sharers/ join in would be advance notice (Un notified accommodated in a helpful and tactful sharer guest) manner while preserving the security of the registered quest 2 Toform duty manager ® Inform duty manager about the Unnoticed Sharer a The Inhouse guest wo * Tithe guest arvives and says that he/she is confirm about the sharer going to share room with In-house guest but there is no instructions received concering hee arrival, eall the in-house guest to clanit 4 Paints to be kept in mind ifthe Request guest to have seat in Tobby In-house guest is not available in Leave message to the in-house guest, asking the room the guest to contact front office * Advice sharer guest that he/she will be contacted as soon as the guest returns. Ask sharet t© he comfortable in the lobby or in any Of the restaurants = Do not allow another person to enter the guest room unless. an instruction is reecived from the guest * On confirmation with the primary guest, heck in the sharer guest after completing hic registration formalities Update no. of pax in system Update no. of pax in system Inform house keeping to place double amenities in the room 47Process ¢ How to handle guest telephone messages Objective : “To ensure efficient and prompt delivery of messages to guest rooms Responsibility + | Front Office Staff SDN. ‘Rrocetiure Standard (Measurement; Number, Time; Quantity, Precautions, Phraseology etc.) T, | Messages for the guest to = Messages left fora guest over the tlephone delivered correctly and protptly will be accuintely recorded and delivered to the guest # Staff'is required to leave text messages for In — House guest and all messages to be delivered to guest promptly 2 “Guidelines to be followed for = The guest eapects to get the telephone guest messages message while they are not in the room © Incase guest is not in the roam then a In ease guest is noe available in message can be left on the voice mail, whieh the room the guest will receive when he comes back to his oom. There is an option in the guest telephone called message by which the guest can retrieve all his voicemail messages. Eg “Hi Lam Peter , please call me back at xwxxxxxxa Thank you.” However, if the caller wishes to leave a text message, the operator will transfer the call to the front desk © ‘The front desk personnel should realize thar the caller has been online for sometime and must ensure that the message is taken promptly * ‘The received message should then oF typed ‘on the system in the In— House sercen Contents of messages = Name of the caller (eorrecily spelled) and the company name ‘The coniiact details of the calling party Date and time af call | Steps for printing quest messages | © Once the message is typed for an In — in system House guest then it should be printed on message slip and the same should be updated on system Go to main menu Gow front office option Press-enter on the in house 0} Press enter on cither of the following for which the message L._Guest mame, 48TI, Room Numi ‘The sereen will display the oom profile of the guest with options at the bottom. Press enter at the message option Screen will display previous messages, if any If there are no previous messages Click on New to type new messige ‘Type new message on the blank screen Afier typing the message, click Ok on right hand side. ‘The sereen will have options of print if message is required to-be printed Click on print button and the message is printed Once the message is delivered to the room, click on receive burton on right hand side to confirm the delivery of message to the guest room 5. Bell boy vo deliver message wo the Ball boy to deliver dhe message to the guest guest rvom in silver tray 6 | Update bell desk control sheet Entry of the guest message is made in bell desk control sheet 7. For urgent delivery of message Tn ease the message is an urgent one, please cheek if the guest is in any of the public areas before the sencling the message to the tom 49How to do departure control ‘To know actual hotel position Front Office Staff ‘Procedure Standard (Measurement, Number, Time, ‘Quantity, Precautions, Phrascology ete.) ‘Objective of departure control = Departure control must be done for all guest as it helps us to know our actual hotel position "Departure control helps us to know the exact availability of room, ‘Confirmation of guest departure details on check -in = At the dime of eheck in along with other details of the guest receptionist must confirm: Date of departure of the guest ‘Time of departure of the guest “Try to sell the hovel transportation for airport drop 3 Departure conirel is done a day prior to the guest departure date = One day prior to the date of departure of the guest, guest relations will call the guest and reconfirms the departure date andl time with the guest. vening Mr. /Ms. This is ka calling from the guest relations, How are you today?” Gues am good. Bhumika: Mr./Ms. May | reconfirm your departure date and time for tomorrow.” Nox (06:30hrs, if you wish to have breakfast at that hour you ean onder for it through In Room Dinning with our compliments = If guest is departing before 07:00am and wish to have breakfast before that, guest ean avail the facility of having complimentary breakfast through In Room Dinning * Complimentary breakfast facility is offered only to the BLT's departing before 07:00am, Guest: Fam leaving at 06:30hes. ‘Guest Relations: Mr. /Ms,____our breakfast at Pickwicks starts at 07:00hrs and you are 50Checking out at O6:30hrs, if you wish to have Drea fst at that hour you ean order for it through In Room Dinning with our compliments Up sell horel wanaportation + Guest relations also cheeks with the guest, any transportation required on departure * Mr./ Ms, would you be requiring the hotel ear to drop you to the airport tomorrow on departure” ‘Offer wake up call assistance t0 the guest = Guest relations also cheeks with the guests, if any wake call required "Me. /Ms. Would you wish to place'a wake up call for tomarrow.”” Guest: Yes at 7.00 am, ‘Olier assistance for reminder wake up call and for tea / coffee Guest Rehations: Conainly Me. / Ms, do you wish to have a reminder wake up call andl Would you like to have Tea / coffee along with yous wake call? Guest: No, [don’t need the reminder wake up call and I necd coffee at 07:45 am, Guest Relations: Certainly Mr. /Ms___, swould you like to have Decaffeinated coffee ora Regular eotiec? Guest: No want regular coftee Guest Relations: Certainly Mr./Ms__, you wish 10 have black cofice or coffce with milk. ‘Guest: I want black coffee Reconfirem wake up call details with the guest juest Relations: Certainly Mx. / Ms. 1 repeat your room no. is 301 and your wake up cal is at 07:30 am with no.reminder wake up call and with black regular coffe ar Jave a nice sleep Mi. / Ms, Tmporiance on sold out dates + Gi sold our dates departure contvol plays a very important role to contral our room reservations Point to be kept in mind on sokd out date = No extensions or late check outs to be given to the guest on sold out dates, unless authorized by Rooms Division Manager (RDM) st