Standard Operating Procedure. Hotel Front Office Department [PDF]

Zitiervorschau

Indigo heights hotel & suites

Standard Operating Procedure. Hotel Front Office Department Date: 00-00-2019 Pages: 7

Approved by: General Manager

Drafted by: Front Office Manager

Summary. Below are the High lights of Front office complete SOPs however detailed functions for easy reference are furnished following the summary.  Skills and qualifications.  Staffing and training.  Staff scheduling and appearance.  Guest call handling procedure.  Room reservation procedure.  Reservation cancellation procedure.  Pre-arrival preparation procedure  Booker preferences follow up procedure.  Room allocation procedure.  In-room experience preparation procedure.  Airport counter service procedure.  Pick and drop transportation procedure.  Valet parking service procedure.  Luggage handling service procedure.  Lobby services procedure.  Arrival drink and towels service procedure.  VIP Check-in procedure.  General check-in procedure.  Walk in guest handling procedure.  Guest birthday, anniversary, special events celebration procedure.  Guest request delivery procedure.  Guest complaint handling procedure.  Room move and room change procedure.  Extra Bed and third occupancy procedure.  Billing and payment procedure.  VIP Guest Check out procedure.  All Guest Check out procedure.  VIP Guest Departure experience procedure.  All Guest Departure experience procedure.  Guest claims handling procedure. (Lost and Found, Theft)  Medical attention procedure.  On-call doctor procedure.  Police case, arrival procedure.

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Guest documentation handling procedure. Mini bar charges and dispute handling procedure. No show procedure. Secretarial services procedure. Ticketing, Restaurant booking, outside food orders handling procedure. Luggage storing request handling procedure.

S.O.P Front Office Introduction: Front office is considered heart of the hotel. The first employees who come into contact with most Guests are the front office staff. Front office works as a Bridge between guest and hotel management. All the services provided by various departments is presented to guest through front office. Operations: Interviewing and recruitment team members. Creating training and development plans for team members according to services offered. Team building within the time period and available budget. Drafting and approving and applying SOPs according to services provided. Planning and executing for occupancy and guests levels. Arranging Doctor on call and ambulance service. Responding and organizing guest’s demands, complaints and requests. Planning and preparing for personalized services. Participating in revenue plans and supporting overall sales activities. Front office members continuously coordinate and work together with other departments to provide guests with hassle free stay and a memorable experience. To deliver a great guest experience cycle other departs involved are, mainly--- 1: Executive offices 2: Finance  3: Sales & Marketing 4: House Keeping  5: Food & Beverage 6: Information technology  7: Engineering 8: Human resources and Security In addition to the above Front office has to create its specialized sections to assist guests and support hotel operations and achieve its agreed KPIs (Key performance indicators) thoroughly as follow below, 1: RECEPTION. 2: RESERVATIONS. 3: GUEST RELATIONS. 4: CONCIRGE 5: COMM CENTER. 6: BUSINESS CENTER 7: BELL SERVICE 8: VALET PARKING.

Reception. Operations: Reception staff has to follow complete personal hygiene. Staff members must offer personalized service with greetings and smiles. Guest greetings must be formal and time based. Guest rooms has to be blocked according to the reservation. Guest preferences must be taken into consideration before check-in.

Welcome guest warmly and perform registration with in a time frame. Obtaining and maintaining record of guest documentation. Team must respond and resolve guest problems and complaints and record accordingly. The team has to be well aware of all the paid and complimentary services hotel offers. Team will ensure and forward all guest queries and needs to concerns immediately. Team members’ needs to fulfill the required criteria for cashiering. Team members has to follow the procedures of room- move and room-change. Team strictly has to follow the foreign currency exchange procedure advised by Finance. Team members must follow the phone ethics and formalities while Receiving/Delivering calls. Team must maintain a LOG of all guest and internal communication for follow up. Team must follow the procedure of early arrival and late check-out. Team must ensure that guest luggage is forwarded for handling. Team will ensure transport requests are forwarded to concierge. Team members will ensure guest profiles are completed with required data. Team will ensure to have the guests offered up-selling. Team will ensure to collect all the extra devices / appliances upon check-out. Team has ensure that guest is asked and mini consumption posted before check-out. Team must perform a fast check-out and let the guest depart on time. Team has to ensure occupancy discrepancies are resolved and forwarded to accounts. The guest’s requirements and advices must be added to profile for future use. Guest privacy and data confidentiality must be followed strictly except legal requirements. TEAM to handle escapee and delay in payment situations. In case of operator absence Reception must take over communication center and respond to internal as well as external guest calls. Team must submit NO-SHOW report to Room service for amenities control. TEAM and Duty manager /AFOM to ensure data backup is performed. Team will ensure all transactions are rechecked for documentation and dropped along with cash envelop to accounts. All transactions of the day should be verified including rates, rebates by night shift. Team will ensure Night audit and business date is changed on time. Duty manager and team to perform their guest related task during threats and emergencies.

: Reservations. This is first pre-arrival guest experience It’s called “First Impression is the host impression”. Thus it very important to know How to book a room and provide guest with most accurate information and collect all the contact information for office use.

Reservations to execute sales plans by creating revenue codes and apply promotions. Operations: Reservation section will report to front office manager through reservation manager/in charge. Reservation team must greet callers / emails with properly sat criteria. Team must be well aware on the rates and facilities of Indigo hotel and suites. Team will always revisit companies’ profiles and rates to remain updated. Team will be trained to handle online third party bookers. Team will ensure to strictly follow the payment modes and advise bookers accordingly. Team will always achieve their upselling targets. Team will offer complimentary as well as paid transportation to bookers according to our schedule and policy. Team will ensure clear and concrete billing comments. Team register guest requests and demands in the PMS as well to update profile notes. Team will ensure to maintain guest and companies data for future communication. All requirements of guest or companies are forwarded to all concerns. Reservation in charge to discuss and draft our terms and conditions for online bookers. Team will ensure to transfer phone lines to reception before leaving office. Team will ensure to cascade information well in advance in case of group arrival. Team will ensure that room inventory is followed closely for accuracy in booking. Team will ensure the right room for the right guest to improve revenue earning. Team will ensure to identify and forward potential corporate business leads to sales. Team to coordinate closely with sales on blocked out dates. Team to ensure working closely with housekeeping and reception for group arrivals. Team will ensure to collect flight details and contact details of arriving guests. Team to charge and register the guaranteed bookings payment. Team to manage 6 pm release, confirmed and guarantee bookings with standards. Submitting daily report of cancelled and NO-SHOW bookings. Booking.com, Expedia, trip advisor are few to name for online booking partners to be taken care of in terms of payment and inventory control and business relation. Team must follow the criteria sat for early arriving, late departing guest. Internal sales data or guest data must not be shared with any authority without referring to management.

Guest Relations: Introduction: Guest relations is back bone of planning and execution for offering personalized service. Guest relations perform focused service to win guest loyalty. Guest relations plays a crucial role in developing further our personalized services and guest care. Operations: Guest relations is mainly focused on creating greater guest experiences. Team will be planning for room allocation on daily basis. Team will be checking profile notes and make sure to deliver the same. Team will be preparing welcome letters and welcome amenities on daily basis.

Team will be preparing for guest birthday celebration, honey-mooners or any VIP arrival for meetings or restaurants. Team has perform guest escorting to rooms. Team has to ensure lobby is tidy and clean all the time. Team will follow on reservations to provide pre-arrival experience in terms of special attention / instructions required. Team will ensure room inspection in general and VIP on mandatory basis. Team will respond n interact with guests requiring Baby-sitting. Team will respond and interact should a VIP requires secretarial services. GRM will be handling CLUB CLASS ROOMS & LOUNGE in terms of F.O Tasks. Team will responsible for handling in VIPs check-in and check-out tasks. Team will plan and execute IN-ROOM check in experience. Team will be responsible for VIP room move and room change tasks. Team will be responsible to plan, prepare n deliver welcome drink and H/C Towels task. In case lobby hostess culture, GRM to be in charge of planning and execution. Team to respond and attend to SICK guest care in post medical attention. Team will be performing Courtesy calls to guest in general and VIP specific on daily basis. Team to announce IN-HOUSE guest events and VIP arrivals via email to management with pictures in case of greetings related guests everywhere in the hotel. Team will be responsible to follow up with guests and handle lost and found cases. Team to escort VIPs from and to their transportation. Team to plan and advise GUEST INTERVIEW to concern departments. Team to plan and advice room to check notification to other departments. Team to assist RECEPTION when and where required. Team to attend and manage minutes of the briefing. GRM to manage guest loyalty programs. GRM to attend and support ON JOB TRAINING activity. Team to coordinate with Bell desk directly for VIP luggage storage.

CONCIERGE. Introduction. Concierge performs extra tasks to delivered personalized service. Concierge keep their selves and other concerns updated of events in the hotels and city. Concierge will manage bookings and services within and out of hotel premises. Concierge can book services from airport to city tours, restaurant booking to courier service bookings. Concierge handles internal and external mailing and delivery mechanism. Operations: Concierge team has to have updated city n hotel information. Team has to maintain a city directory of all important venues and offices. Team has to keep country, city and hotel maps. Team to be well aware of all important tour spots and public spots. Team has to have a list of registered tour operators’ country wide. Team has to receive/ Deliver hotel and guest mail. Team provides guests devices and material requested by guests. Team has to manage all transportation requests.

Chief concierge is responsible to train drivers for top service. Team has to inspect cars and its amenities consistently. Team will approve the type of cars which can serve our guest. Team has to serve every guest possible with welcome drink n towels. Team has to be responsible of REFILL for the lobby drink (Amenity). Chief concierge to direct Valet members. Team to provide, remind, and attach guest luggage with our Tags. Team has to ensure every car is tagged. Team has to ensure valet deliver cars on time. Team has ensure lost TAG dispute is properly handled, reported n documented. Team has to ensure lobby, entrance n drive way is always clean and neat. Chief concierge has to maintain an updated data of stored luggage for easy access. Team has to maintain a log book updated at all times.

Bell Desk. Introduction. Bell desk service involves multiple jobs in house. They report to chief concierge / front office manager through bell captain. Operation: Handling guest luggage upon arrival and departure. Moving guest and luggage from one room to another room. Planning for group luggage well in advance to maintain proper manning. Delivery of mail and messages. Distribution of newspaper to rooms and executive offices. Physical room check in case of escaped / not responding guest. Team to provided physical wakeup call whenever required. Guest luggage storing and tracing stored luggage. Delivery of outside food / equipment orders to concern guest rooms. Team would always assist in show around provided relaxed operations. Team to provide complete hotel information and in-room facilities n functionality upon luggage delivery to room, should guest allow to proceed.

Valet Parking. Introduction:

valet parking desk will be easily noticeable and accessible in hotel entrance., Guests hand their car keys over to an attendant at the entrance and the attendant then finds a parking space and delivers the car back to guests at the transfer point for collection.

Operation: Valet parker maintains presence at all times and man their desk. Team has to reach out to car, open the car door and greet the guests. Team has provide guest with key TAG and direct guest towards lobby. Team has to assist the guest offloading luggage. Team will tag the key and park the car. Team has to respond quickly to a call for delivering a guest car. The key TAG policy to be followed strictly to avoid damage claims. Team must involve and seek duty manager approval in case of lost TAG.

Team to maintain a close contact coordination between valet desk and operations area. Team to be well aware of the city roads in case guest ask for road map assistance. Team to possess the knowledge of driving manual and automatic suspension.

Monitor and direct personal and commercial vehicle traffic on property. Responsible for opening and closing parking area or facility. Document and report all vehicle incidents like damages, accidents, theft, missing articles etc involving duty manager, chief concierge. Plan and Re-route traffic when parking facility reaches maximum capacity. Team must be trained on fire extinguisher manual. Team will submit their daily report along with the record of tags used.

Business center. Introduction: Business center is established to provide business travelers with a facility where they can perform or get served with basic office facilities. Scanning, emailing and printing are most asked for facilities. Function: Indigo heights will provide basic facility mostly on self-service basis. Our Team would serve, should a guest ask for assistance.

Communication center. Introduction. This section handled by telephone operators and is located at the back office. Its main function is to handle incoming and outgoing calls as well provide message delivery service and wakeup call procedure.

Function: Team has to follow uniform and personal hygiene Rules. Team has to determine call charges and process. Team has follow proper greetings and rules of answering business calls. Team has to respond all sort of calls, collect guest request and forward it accordingly. Team has to respond to staff members calls and forward them accordingly. Team will be responsible to deliver guest wakeup calls. Team has to keep an updated data of all important and general phone numbers. Team has to note and deliver messages following the sat procedures. Team has to inform management of any threat or fire alarm. Team has to follow the procedure sat for VIPs in-house. Team has to strictly follow the procedures of DND and Confidentiality and privacy. Team to be well aware of the product and sales promotions.

Mian Fazal Haleem Front Office Manager