Front Office SOPs.docx

Front Office SOPs.docx

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FrontOfficeSOPs

SOP–BellDesk–Guestluggagehandlingprocedure

SOPNumber:

 FO–31

Department:

 Frontoffice–BellDesk

DateIssued:

 07-Aug-2014

TimetoTrain:

 30Minutes

OnGuestarrival:

∙Assoonasataxi（oranyothertransportation）stopsinfrontofthehotel/porch,BellPersonalorDoormanshouldopenthepassengerdoor.

∙Greettheguest:

"Welcometo[Yourhotelname],Iam[yourname]doyouneedsomehelpwithyourluggage?

"

∙Helptheguesttogetoutofthetaxi（ifneeded）.

∙Taketheluggagefromthetrunk（ensurewiththeguestthatnothingismissing）.

∙Askforguestname:

"MayIhaveyournameSir/Madam?

"

∙Tagtheluggage.

∙Escortorguidetheguesttothereceptionareaortothereceptionfloor.

∙Informtheguestthatyouwillbetakingcareoftheirluggage.

∙Ifthereceptionislocatedonanotherareaorfloorthen,CheckthePMSandfindoutwhatroomhasbeenallocatedtotheguest.

∙Writedowntheroomnumberontotheluggagetag.

∙CheckwiththeFOteamifthecheck-informalityiscompleted.

∙Iftheroomisreadythenplacetheluggageontheluggagerackintheroom.

∙Iftheroomisnotready,thenstoretheluggageinthestoreroomonthedesignatedarrivalshelveandupdatethe Dailyluggageregisterorlogbook withthedetails.

∙Escorttheguesttotheroomifrequiredandsendtheluggagebythestaffelevatoronly.

OnGuestDeparture:

∙Collecttheluggagefromtheguestroom.

∙Trytohaveacasualconversationwiththeguestonthewaydown:

"Mr/Ms.[GuestName]Ihopeyouenjoyedyourstaywithus.Wouldyouneedataxitoairport?

"

∙Iftheguestasktheluggagetobestored,tagtheluggageaccordingly（guestname,roomnumber,dateandtimeofcollection）andgettheguestsignatureonthe- Longtermluggagerequestform.

∙Storetheluggageonthedesignateddeparturearea.

∙IftheguestisleavingtheHotelimmediatelyaftercompletingthecheck-outprocedure,thenbringtheluggagetoportico.

∙Iftaxiiswaitingthenloadtheluggagetothetaxiandrequesttheguesttoverifytheloadedluggage.

∙Updatethedepartureluggagemovementonthe DailyLuggagemovementregisterorlogbook.

LuggageStorageRoom:

∙Luggageroomshouldbealwaysorganizedandneat.

∙Theluggageroomisdividedin3areas,arrival,departure,longtermstorage.

∙Eachluggagehastobetaggedusingluggagetag（Slno,Guestname,date,roomno,guest’ssignatureandtimeofcollection）.

∙Aphonenumberoremailaddressmustbeonthe longtermstorageluggageform.

∙Longtermluggagestorageregisterhastobecompletedandsignedbytheguest.

∙FollowingquestionsneedtobeaskedwhilekeepinginItemsforlongstorage:

a）FragileItems

∙Asktheguestifthereareanyfragileitemsintheirsuitcase,

∙Ifyes,mark“Fragile”ontheluggagetag.

b）Perishable

∙Foritemswhoneedtobekeptcool（medication,food…）checkwithFoodandbeveragekitchen.

∙Recordwheretheitemsarestoredintheluggageregister.

∙Forlongtermluggagestorageensurewiththeguestthattherearenoperishableitemsinsidetheluggage.

Security&Safety

∙Alwayskeeptheluggageroomclosedanddry.

∙Donotleaveguestsaloneintheluggageroom.

∙Remindtheguesttokeeptheirvaluableitemwiththem（Jewellery,phone,wallet,camera,Ipadetc.）

∙Logdowninthebelldesklogbookandalsoonerrandcardeachluggagehandlingdone（Arrival,Departure,Stored）etc.

TrainingSummaryquestions:

Q1.HowtowelcometheguestonArrival?

Q2.Whatactiontobetakeniftheallocatedroomisnotready?

Q3.Whatistheprocedureforlongtermluggagestoragerequests?

Q4.Whyitisimportanttoconfirmthatthereisnoperishableitemsofthestoredluggage?

Q5.Whatallquestionstobeaskedwhenstoringitemsforlongterm?

SOPHandlingBookingrequestsandprocedureatConcierge

SOPNumber:

 FO–36

Department:

 FrontOffice–Concierge

DateIssued:

 04-October-2014

TimetoTrain:

 30Minutes

TransportationBookingrequests:

∙Beintimatelyfamiliarwithandabletoarrangeforawidevarietyofservicesfortheguest,attheminimumincluding:

∙Reservationsforairlines,hotels,restaurants,andrentalcars.

∙Ticketsfortheatersandsportingevents.

∙Limousines,tours,andothertransportation.

ExcursionorTourBookingprocedure:

∙Calltheticketingservice.

∙Ifbookingcanbeorganizedinadvance,makethebookingandreconfirmalltheinformationwiththeguest.

∙Ifnobookingisrequired,explainittotheguest.

∙Givedirectionsandamapifneeded.

In-HouseFacilitiesorRestaurantBookingprocedure:

∙CheckavailabilitywithFNBorotheroutletseg:

SPA,Recreationcenteretc.

∙ConciergemustcallalloutletseverymorningtoensuretheConciergequotaofbookingsoftheday.Whentheyhavereachedthequotacheckwithoutlettoincreaseit.

∙Notethenameoftheguest,numberofpax,roomnumberandtimeonthereservationlogbook.

∙EnsurethatallbookingsareconfirmedbyF&B.

OutsideRestaurantBookingprocedure:

∙Alwaystrytosellourownrestaurantsbeforetalkingaboutoutsiderestaurants.

∙Guestbooksviaphone（fromtheirroom）Notealltheguestinformation.

∙Explaintotheguestthatyouwillgetbacktohimaftercallingtherestaurantandbookingthetable.

∙Fillupabookingvoucherandoffertheguesttobringittotheirroom.Iftheguestdoesn’twanttobebotheredoffertokeepthevoucherattheconciergedeskforhimtopickituplater.

∙GuestbooksattheConciergedesk

WhenGuesthastime:

∙Calltherestaurantwhiletheguestisatthedesk.Confirmname,numberofpaxandtime.

∙Notethenameoftherestaurant,time,addressandphonenumberfortheguestandofferdirectionifneeded.

WhenGuestisinahurry:

∙Notealltheinformationandexplaintotheguestthatyouwillbookthetableforhimandsendhimaconfirmationinhisroomwithallthedetails.

∙Takeaphonenumbertobeabletocontacthimifneeded.

∙Noteallthebookingsintheconciergelogbook

TrainingSummaryquestions:

Q1.HowtohandletransportationbookingrequestfromGuests?

Q2.Procedureforbookingtoursandpackagesforguests?

Q3.Howtobookoutsiderestaurantsforguests?

Q4.WhattobedoneincasetheallowedconciergequotaforIn-housereservationisexhausted?

Q5. Whyconciergestaffshouldtrytosellownrestaurantbeforesuggestingoutsideone?

SOP–ALLOCATINGGUESTROOM,UPGRADEANDDOWNGRADE

SOPNumber:

FO-02（SOPserialnumberanddepartmentcode）

Department:

 FrontOffice

DateIssued:

 DATETHEDOCUMENTWASCREATED

TimetoTrain:

 30Minutes

1） Familiarizewiththeroomtypeinthehotel

Memorizethedifferentroomcategories,theirdifferences,andrespectivelocationssothatyoucanoptimizethesituation

2） Verifytheroomspecificationsonthereservation

Duringcheck-in,verifywiththeguest,theroomcategoryhehasreserved.

（Higherfloor,Roomwithspecialview,Roomawayfromelevator,Twin/Double,smoking/Non-smokingetc）

3） Roomallocation

Duringcheck-in,ensurethattheroombeingallocatedtotheguestmatchestheroomtypereserved. 

Lookforthefollowing:

∙Roomrate

∙Noofoccupants

∙Genderoftheguest

∙Sourceofreservation

∙View

∙GuestHistory

∙VIPStatus

4） Honourguestrequest

∙Iftherequestedroomtypecannotbeprovidedastherearenotready,or

∙Someguestshavenotcheckedoutyet,searchforanalternativeroomthatisassimilaraspossibletotheonereserved.

∙Informtheguestaboutthetimerequiredtogivehimhisrequestedroomandcheckonhisconveniencetoshifttheroom.

5） Commonrequests

∙CouplestobeallottedKing-sizebeds,nottwinbeds.

∙NonsmokingroomstobeavailableeverydayforSpecialguestrequest.

∙Groupsof2ormoreguestsfromsamecompany/TAtobegivensamecategoryandsamefloorfortheirconvenience.

∙ProblematicroomtobegivenlastandforminimumpossibleLOS.

∙Forsingleladiesdonotblockainterconnectingroom,Alsoifyourhotelhasaseparateladiesfloor/roomsthenblockthose.

∙NonsmokingguestcanbeallottedsmokingfloorbutSmokingguestshouldneverbeallottedaNonsmokingrooms.

∙Upgradeshouldbeonlyforshortstayguest,orguestwhoispayingrackrateorVIPs.

6） Considerotheroptions

∙Upgradeaguestifyouhavenootheroptionavailable,doinformtheguestthatheisbeingupgradedonthenoavailabilityofhisdesiredroom

∙AnyRoomUpgradehastobeapprovedbytheFrontofficemanager/DutyManger.

7） Handlethedowngradesituation

∙Iftheonlyavailableroomsrepresentadowngradingoftheroomreserved,explaintheproblemtotheguestandexplainthedifferencesbetweenthetworoomtypes.

∙Iftheguestacceptsthechange,lethimknowtheearliestpossibletimethathecouldmovetotheroomtypehereservedandensurethathisroomrateisadjusted.

∙Frontofficemanagertospeaktotheguestforservicerecoveryifnecessaryinthiscase.

8） Roomallocationhastobedoneasperthestatusofthereservationieconfirmed/guaranteedbookingstobeblockedfirst.Waitlisted/Tentativebookingscanbeblockedlater.

9） Guestwithdisabilitiesmayneedroomsfittedtotheirspecialneeds,specialamenitiesorservicesrequiredatthetimeofreservation.Itisalwaysadvisabletosuperblocktheseroomswellinadvance.

TrainingSummaryquestions:

Q1. Whatarethetypeofroomsavailableinthehotel.

Q2.Whatalldetailstoverifywiththeguestattimeofcheckin?

Q3. Whyisitsoimportanttoensureinthesystemthattheroomtyperequestedistheonethatisbeinggiven?

Q4. Howdoyouhandleasituationwherearoomrequestcannotbehonoured?

Q5. Whatarethecommonrequestsbytheguests?

Q6. Whatareguidelinesforroomupgradation?

Q7. Whomtobeinformedwhenaroom