SOP - Standard Operating Procedure, SOP – Do’s and Don’ts in Front Office

SOP - Standard 

Operating Procedure

                             

                   At hotels, front office refers to the front desk or reception area or the core operations department of the hotel. This would include the reception and front desk, as well as reservations, sales and marketing, housekeeping and concierge. This is the place where guests go when they arrive at the hotel.

Department: Front Office

Doctor on Call Standard procedure:-

                    As the first point of contact the Telephone operator / Guest service agent should check with the guest what problem he is facing.

Take down the caller’s name, room number or location of the scene, type of sickness or injury, inform the Front Office Manager or Duty manager immediately.

If guest requires hospitalization then an ambulance is to be called, or alternatively a hotel vehicle may be offered depending upon the situation / condition of the guest.

If the guest request to call a doctor to the hotel then:-

1. The Manager on duty / Security head are to be advised about the request for the House Doctor.
2. Always call doctor who is known to the hotel.
3. Check from doctor how much his consultation fee and the same to be communicated to the guest.
4. If the doctor is not an House doctor then let the doctor and the guest communicate to finalize on the charges after his visit.
5. Also inform the doctor about guest problem and only connect to the guest if asked by the doctor.
6. Check for timing he can come in to hotel.
7. Inform the guest about the approximate time the doctor can come and visit him.
8. When doctor arrives at the Hotel, Duty Manager / Guest Relation Executive is required to escort the doctor to the guest room for assistance.
9. After consultation if a prescription is given to buy medicines, then arrange for the same using either the hotel car or taxi and charge the expenses to the guest account as 'Paid Out'.
10. If the guest want to pay the doctor's consultation charge form his room account then the same need to be posted on to his folio as a 'Paid out'.
11. Guest Relation staff should follow up with a courtesy call to the guest the following day to check the guests condition.
12. As per the hotel policy complimentary Fruits / flowers may be sent to the guest.
13. Duty Manager / Manager on Duty should log such information on the manager's log book and front office log book for record purpose.
14. At all times the Hotel staff are to show empathy towards the guest.

Training Summary questions:

Q1. How to handle doctor on call request from guests?

Q2. Whom should accompany the doctor to guest room?

Q3. Can the doctors consultation charges posted to the guest account?

Q4. What should be done in case the doctor had prescribed medicines after consultation?

SOP Handling Booking requests and procedure at Concierge

Department: Front Office – Concierge

Transportation Booking requests:-

• Be intimately familiar with and able to arrange for a wide variety of services for the guest, at the minimum including:
• Reservations for airlines, hotels, restaurants, and rental cars.
• Tickets for theaters and sporting events.
• Limousines, tours, and other transportation.

Excursion or Tour Booking procedure:

• Call the ticketing service.
• If booking can be organized in advance, make the booking and reconfirm all the information with the guest.
• If no booking is required, explain it to the guest.
• Give directions and a map if needed.

In-House Facilities or Restaurant Booking procedure:

• Check availability with FNB or other outlets eg: SPA, Recreation center etc.
• Concierge must call all outlets every morning to ensure the Concierge quota of bookings of the day. When they have reached the quota check with outlet to increase it.
• Note the name of the guest, number of pax, room number and time on the reservation log book.
• Ensure that all bookings are confirmed by F&B.

Outside Restaurant Booking procedure:

• Always try to sell our own restaurants before talking about outside restaurants.
• Guest books via phone (from their room) Note all the guest information.
• Explain to the guest that you will get back to him after calling the restaurant and booking the table.
• Fill up a booking voucher and offer the guest to bring it to their room. If the guest doesn’t want to be bothered offer to keep the voucher at the concierge desk for him to pick it up later.
• Guest books at the Concierge desk

When Guest has time:

• Call the restaurant while the guest is at the desk. Confirm name, number of pax and time.
• Note the name of the restaurant, time, address and phone number for the guest and offer direction if needed.

When Guest is in a hurry:

• Note all the information and explain to the guest that you will book the table for him and send him a confirmation in his room with all the details .
• Take a phone number to be able to contact him if needed.
• Note all the bookings in the concierge log book

Training Summary questions:

Q1. How to handle transportation booking request from Guests?

Q2. Procedure for booking tours and packages for guests?

Q3. How to book outside restaurants for guests?

Q4. What to be done in case the allowed concierge quota for In-house reservation is exhausted?

Q5. Why concierge staff should try to sell own restaurant before suggesting outside one?

SOP – Do’s and Don’ts in Front Office

Department: Front Office – General

Date Issued: DATE THE DOCUMENT WAS CREATED

Time to Train: 30 Minutes

1) Establish Eye contact while speaking to guest.

2) Greet everybody you meet and see, with a smile.

3) Address guests and team mates by name at all possible opportunity.

4) When guest ask for direction always guide the way.

5) Never tell a guest that you are tired, working long hours or want go home.

6) Maintain your work area -keep it clean.

7) Pick up any debris.

8) Do a follow up on anything you do for a guest by contacting them personally.

9) Listen to guest complaints / requests carefully if required pen down the details but never contradict or interrupt.

10) Never discriminate against any people, regardless of nationality, race, religion, color, sex or appearance, Give equal treatment for all.

11) Do NOT insult the guest.

12) Do NOT make promises that exceed your authority.

13) Don't Argue with the guest.

14) Always stay calm.

15) Avoid responding with hostility and defensiveness.

16) Don't promise the impossible, instead offer alternate choice.

17) Do report incidents on Log book or to superiors this will help to do any service recovery if needed.

Training Summary questions:

Q1. Why it is required to address guest and team mates by name?

Q2. What will you do if you find debris on the lobby?          

Q3. What will you do when a guest complaints?

Q4. Should we treat guest according to their nationality / race?

Q5. Why it is required to report incidents on log book?