Standard Operation Procedures
Room Division
Front Office
Agenda
1. Service Experience
1.
1.
1.
1.
1.
1.
1.
1.
1.
1.
01 Company Introduction & Mission Statement
02 Benefits Of Training
03 Objectives Of Standards
04 Ethics
05 Achievement Reviews
06 Personal Hygiene
07 Personal Grooming
08 Prevention Of Accidents – First Aid
09 Do’s & Don’ts
11 Preparing Staff Roster
2. Preparation Experience
2.
2.
3.
2.
2.
2.
2.
2.
2.
2.
2.
2.
01 Social Skill
02 Activities Prior To Starting Shift
03 Preparing For And Taking Over Shift
04 Closing Shift
05 Conducting Briefings
06 Finding A Clean Room In Fidelio
07 Procedure For Cutting Keys
08 Preparing Welcome Packs And Cards
09 Preparing For Individual Arrival
10 Preparing For Group Arrival
11 Using The Trace Report
12 Inserting A Trace For A Guest Not Having Arrived
3. Commercial Experience
2.
3.
3.
3.
3.
01 Client Visit To Hotel
02 Telephone Enquiry
03 Follow Up A Sales Call
04 Sales Call Visit
05 Closing A Deal
4. Reservation Experience
4. 01 Guest Call The Hotel
4. 02 Accommodation Request
4. 03 Sold Out Status
4. 04 All Agents Involved
5. Arrival Experience
5. 01 Air Transfer
5. 02 In Front of the Hotel
5. 03 Welcoming The Guest / Entering The Hotel
5. 04 Registration/Check In At The Desk
5. 05 Registering Guests
5. 06 Registration Procedures
5. 07 Group Check In
5. 08 Method Of Payment At Check In
5. 09 Billing Instruction During Check In
5. 10 Room Type Not Available
5. 11 Room Not Ready
5. 12 Turn Away Guest
5. 13 Full Guest Room Situation
5. 14 Public Area First Impression
5. 15 The Concierge Desk / Service
5. 16 Personal Assistant
5. 17 The Corridor First Impression
5. 18 The Room First Impression
5. 19 No Show Policy
5. 20 Frequent Flyer Guest
6. In House System
6. 01 Entering A Message In Fidelio
6. 02 Routing Instructions In Fidelio
6. 03 Checking For Guest Messages
6. 04 Rate Change, Rate Increase
6. 05 Posting During Guest Stay
6. 06 Handling Multiple Accounts
6. 07 Transferring Charges From Room To Room
6, 08 Corrections And Adjustments In Fidelio
6. 09 Room Change
6. 10 Room Discrepancy Report
6. 11 Paid Outs
6. 12 Foreign
6. 13 Key Control Numbers
6. 14 Open Guest Room
7. In Room Experience
7. 01 During The Stay
7. 02 Laundry Service Order
7. 03 Laundry Service Collection
7. 04 Shoe Cleaning / Polishing
7. 05 Handling Special Request
7. 06 In Room Mini Bar
7. 07 Mini Bar Posting
7. 08 Long Staying Guest Program
7. 09 Guest Complaint
7. 10 Do Not Disturb Room
7. 11 Guest Room Inspection
7. 12 Room Change Without Guest Presence
7. 13 Double Lock Room
7. 14 House Use Guest Room
7. 15 Slept Out Room
7. 16 Cashiers Remittance Procedure
7. 17 Unclaimed Cash Deposit
7. 18 Cashier Shortage & Overage
7. 19 Cash Paid Out
7. 20 Rooms
8. Special Need Experience
8. 01 Paid Outs
8. 02 Foreign Currency Exchange
8. 03 Soiled Clothing
8. 04 Prevent Skippers
8. 05 Force Open Deposit Box
8. 06 Special Request
8. 07 Lost & Found
9. Communication Experience
9. 01 Communication Signage
9. 02 Message & Fax
9. 03 Communication Paging
9. 04 Communication Voice Mail
9. 05 Communication Switch Board
9. 06 Wake Up Call
9. 10 Guest Receiving Visitors
10. Recreation Experience & Business
10. 01 Business Centre Availability
10. 02 Interaction With Guest
10. 03 Swimming Pool
10. 04 Health & Fitness
10. 05 Booking Of Activities
11. Departure Experience
11. 01 Transport / Luggage
11. 02 Luggage Handling
11. 03 Check Out At The Reception Desk
11. 04 Express Check Out
11. 05 Cash Policy
11. 06 Check Out Cash Payment
11. 07 Check Out Late, Due Out
11. 08 Check Out Refund
11. 09 Check Out Credit Card
11. 10 Check Out City Ledger
11. 11 Mini Bar\Posting
11. 12 Farewell
12. Guest Relation
12. 01 Grooming
12. 02 Airline Ticket Reconfirmation
12. 03 Airline Ticket Booking & Rerouting
12. 04 Secretarial Service At Business Centre
12. 05 Welcoming Guest On Arrival
12. 06 Tour Bookings
12. 07 Golf Booking
12. 08 Checking Rooms Prior To Arrival
12. 09 Taking Messages
12. 10 Lost Luggage Complaints
13. Concierge
13. 01 Preparing For Shift
13. 02 Corridor First Impression
13. 03 Picking Up And Greeting Guest
13. 04 Service
13. 05 Cleanliness At Hotel Entrance
13. 06 Guest Arrival At The Hotel
13. 07 Luggage Handling – Delivery On Arrival
13. 08 Valet Parking Procedure
13. 09 Left Luggage Procedures
13. 10 Ambassador, Personal Assistant
13. 11 Follow-up Wake Up Call
13. 12 Paging Guests
13. 13 Delivering Messages & Faxes To The Room
13. 14 Maintenance Cars & Buses
13. 15 Departure, Transport & Luggage
13. 16 Luggage Handling On Departure
13. 17 Driving Guests To The Airport
14. Telephone Operator
14. 01 Handling Outgoing Calls
14. 02 Activities Prior To Starting Shift
14. 03 Attending Calls
14. 04 Calls On Hold
14. 05 Transferring Calls
14. 06 Wake-up Calls
14. 07 No Calls & Confidential Procedure
14. 08 Wake-up Calls Airlines, Groups
14. 09 Mobile Phone Rental Procedure
14. 10 Emergency Procedures
14. 11 Guests Whereabouts
14. 12 Sending, Receiving & Distribution Fax
14. 13 Voice Mail
14. 14 Fidelio Procedures For Telephones
14. 15 Taking Written Messages
14. 16 Communication Paging
14. 17 Communication Switchboard
14. 18 Communication, Message & Fax
14. 19 Guest Receiving Visitors
15. Reservation
15. 01 Guest Call The Hotel
15. 02 Accommodation Request, Making & Confirm Booking
15. 03 All Agents Involved
15. 04 Sold Out Status
Page 1 of 1
STANDARD OPERATING PROCEDURE
ROOM DIVISION
DEPARTMENT : Front Office
JOB TITLE: Concierge – All Staff
WHAT TO DO
To make sure that the
staff are ready and
prepared for the shift in
order to provide
excellent and
professional service to
the guest
Organize yourself.
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Receive handover from the previous shift.
Read the concierge logbook.
Print necessary reports (arrivals, traces, departures)
Check reports – VIPs in house, events for the day,
client follow up requests, guest transportation requests,
etc.
Check cleanliness of hotel vehicles, availability,
breakdown and any damage.
Maintain personal hygiene as per grooming standards.
Signature:
Date:
To receive professional
service.
Ensure the desk is neat and tidy.
Ensure the desk is well stocked with the required
stationary
Ensure the trolleys are clean and placed in the porch
area.
PREPARED BY:
Position:
WHY
Guest Expectations
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Organize your desk and work
area.
TASK #: C.1
TASK: Preparing For Shift
EQUIPMENT NEEDED:
HOW TO DO IT
APPROVED BY:
Stefan Schmid
Position:
Signature:
Date: