Fo Sop Manual

Department: Front Office
FRONT OFFICE DEPARTMENT MANUAL

Effective Date: June 2016
Carlson Rezidor Hotel Group

Approved By: Ronnie Lobo
November 2012 Page 1 of 327
Front Office
Standard Operating Procedure Manual

CONTENTS
S. No. Topic Page No.
1. Introduction to Standard Operating Procedures Manual
1.1 Objective of Standard Operating Procedures Manual 14

1.2 Implementation of Standard Operating Procedures Manual 14
1.3 Revision of the Standard Operating Procedures Manual 16
2. Introduction to the Brand
2.1 Carlson Rezidor Hotel Group Familiarization 17
2.2 Creating Value 17
2.3 Ambition/Route 2015 18
2.4 Our Credo 19
2.5 Radisson Service Concepts 20
3. Introduction to Hotel (As per hotel)
3.1 Mission Statement 24
3.2 Organisation Chart 24
3.3 Location and Map 24
3.4 Guest Rooms 24
3.5 Guest Facilities 24

3.6 Owning Company 24

4. Generic Standards
4.1 Grooming & Hygiene 24
4.2 Etiquette & Phraseology 32
4.3 Communications & Briefings 34
5. Department Scope & Responsibility
5.1 Role of Department 35
5.2 Departmental Goals 36
5.3 Departmental Organisation Chart 36
5.4 Departmental Functions 36
5.5 Duties & Responsibilities 37
6. Functional Operating Process & Procedures
6.1 Reservations 58
6.1.1 Advance Deposit 58
6.1.2 Arrival List 59
6.1.3 Child Policy 62
6.1.4 Competitive Set Analysis 63
6.1.5 Complimentary Room 66

6.1.6 FIT GIT Cancellation Policy 67

6.1.7 Handling Black Listed Guest 69
6.2 Airport& Transport Services 72
6.2.1 Airport knowledge 72
6.2.2 Recognition of VIP Guests 74
6.2.3 Knowledge of visas and immigration procedures 75
6.2.4 Airport to Hotel transfers 76
6.2.5 Hotel to Airport transfers 78
6.2.6 Knowledge of phonetic alphabets 80
6.2.7 Knowledge of the on-going events in the city 82
6.2.8 Communication between Hotel and Airport 83
6.2.9 Guest arrival at the Airport 85
6.2.10 Handling walk in Guest 87
6.2.11 Reconfirming flights 89
6.2.12 Handling lost and found at the Airport 91
6.2.13 Vehicle operation and log 94
6.2.14 Vehicle accidents 96
6.3 Concierge and Bell Desk 97

6.3.1 Guest interaction 97

6.3.2 Door service 100
6.3.3 Rooming procedure 102
6.3.4 Valet parking 105
6.3.5 Brochure rack 108
6.3.6 Baggage check 109
6.3.7 Guest messages and delivery 110
6.3.8 Newspaper distribution 112
6.3.9 Room changes 113
6.3.10 Package storage and delivery 115
6.3.11 Umbrella on loan 116
6.3.12 Luggage storage & retrieval 117
6.3.13 Handling luggage upon arrival 118
6.3.14 Handling luggage upon departure 120
6.3.15 Guest‟s departure 122
6.3.16 Lost luggage 123
6.4 Front Desk 124
6.4.1 Front desk and lobby appearance 124

6.4.2 Check in procedures 125

6.4.3 Check out procedures 133
6.4.4 Paid out procedures 136
6.4.5 Foreign currency exchange 137
6.4.6 Credit card authorization 139
6.4.7 Registration card usage 141
6.4.8 Handling safe deposit box – lobby 142
6.4.9 Up selling 146
6.4.10 Cash handling 148
6.4.11 Room change 150
6.4.12 Travel agent voucher handling 152
6.4.13 Disputes of charges and adjustments 154
6.4.14 Differently-abled Guests 156
6.4.15 Gift certificates 159
6.4.16 Threat condition 160
6.4.17 Room blocking & pre-registration 161
6.4.18 Travellers Cheques 165
6.4.19 Issuing Keys 166

6.4.20 Express check out 167

6.4.21 Club Carlson program 169
6.4.22 Upgrading a Guest 170
6.4.23 Advance deposits 172
6.4.24 Amenities and facilities for VIP Guests 174
6.4.25 Arrival Guest interaction 176
6.4.26 Arrival and reception 178
6.4.27 Check-in & check-out times 181
6.4.28 Complimentary rooms 183
6.4.29 Credit limit Check 184
6.4.30 Room Day- Use 186
6.4.31 Departure Control 187
6.4.32 Doctor on Call 189
6.4.33 F & B dockets 190
6.4.34 Reservations from the front desk 192
6.4.35 Front of the house 193
6.4.36 Guest Complaints 195
6.4.37 Guest History 200

6.4.38 Guest Privacy 202

6.4.39 Guest waiting for a Room 203
6.4.40 Non – smoking Rooms 205
6.4.41 Payment methods 206
6.4.42 Pleasing the Guest 209
6.4.43 PM Rooms 211
6.4.44 Room escort 213
6.4.45 Single Lady Traveller 214
6.4.46 House use rooms 216
6.4.47 Cash against credit cards 217
6.4.48 Bucket Check 219
6.4.49 Baby-sitting services 220
6.4.50 IOU Clearance 221
6.4.51 4-MM – 1600 hrs Medallia Meeting 222
6.5 Guest Relations 224
6.5.1 Social skills 224
6.5.2 Checking VIPs rooms & amenities 227
6.5.3 Courtesy calls 229

6.5.4 VIP database 231

6.5.5 Welcoming & escorting VIPs, Elite Members 232
6.5.6 Guest Relations Executive 235
6.6 One Touch 236
6.6.1 Telephone Standards 236
6.6.2 Emergency Hotline Handling 238
6.6.3 Taking a Wake-up Call 240
6.6.4 Giving a Wake-up Call 242
6.6.5 Telephone set up – Meeting room 244
6.6.6 Handling inquires 245
6.6.7 Medical /Doctor‟s Assistance 246
6.6.8 Emergency – Bomb Threat 247
6.6.9 Personal Calls 249
6.6.10 Hotel Emergency Line 250
6.6.11 Scripting for Guest calls 251
6.6.12 Guest Service Centre Guidelines 253
6.6.13 Answering Incoming Calls 256
6.6.14 Answering Internal Calls 257

6.6.15 Putting a Caller on Hold 258

6.6.16 General Brand Standards 259
6.6.17 Transferring Calls 262
6.6.18 Connecting ISD Calls 263
6.6.19 Telephone Systems and Services 264
6.6.20 How to take a Message 267
6.6.21 Voice Mail Service 268
6.6.22 Guest Privacy 269
6.6.23 Handling DND 271
6.6.24 Information to be updated 272
6.7 Business Class Lounge 274
6.7.1 Outgoing and incoming faxes 274
6.7.2 Typing service 276
6.7.3 Photocopies service 278
6.7.4 Contracted service 280
6.7.5 Binding service 282
6.7.6 Printing service 283
6.7.7 Meeting room rental 285

6.7.8 Equipment rental 286

6.8 Business Class Lounge 287
6.8.1 Food and Beverage Lounge 287
6.8.2 Knowledge of operating equipment 288
6.8.3 Opening and closing duties 289
6.8.4 Cleaning schedules 290
6.8.5 Serving cocktails and drinks 291
6.8.6 Setting table 292
6.8.7 Meeting room 293
6.9 Wellness Centre (Fitness Centre & Swimming Pool) 295
6.9.1 Rules and Regulations 295
6.9.2 Hours of operations 297
6.9.3 Policy terms and conditions 299
6.9.4 Music 301
6.9.5 Lost & Found 302
6.9.6 Conduct of Guest 304
6.9.7 Cleanliness & maintenance of Gym equipment 306
6.9.8 Cleanliness of pool deck area 311

6.9.9 Selling & upselling 312

6.9.10 Cleanliness & maintenance of pool furniture 313
6.9.11 Greeting the Guest at Gym 315
6.10 Triton & Glitch 317
6.10.1 Register a call 317
6.10.2 Park a call 318
6.10.3 Manually assign/ re-assign a job 319
6.10.4 Register multiple jobs 320
6.10.5 Close a call 321
6.10.6 Add remarks 322
6.10.7 Reset the time 323
6.10.8 Register a Call in Glitch 324
6.10.9 Glitch – Action on Glitch Calls 325
6.10.10 Glitch – Set Alerts in Glitch 326
6.10.11 Glitch – Glitch Reports 327

1. Introduction to Manual
1.1 Objectives of Departmental Operations Manual

The Departmental Operations Manual has been designed in close relation to Carlson recommended standards and developed
further to meet local and property specific requirements.
The contents of the manual serve as a key tool for
1. Checking of standards
2. On- the-Job Training
3. Off-the-Job Training and Development of all staff in the department.
Whilst all procedures are described in detail, it must be remembered that flexibility should always be practiced throughout,
especially as it involves dealing with people - be it our colleagues or guests.
1.2 Implementation Departmental Operations Manual

The correct introduction and explanation of the revised Departmental Operations Manual is vital in gaining the understanding,
commitment and support from employees within the department.
The Department Head should
Compile a complete and clear description of the Operations Manual.

Conduct a workshop to brief the employees on the procedure and its purpose.
Monitor the individuals‟ implementation and provide guidance where necessary.

How to use the Departmental Operations Manual
Accessibility
The Departmental Operations Manual is accessible to:

Divisional Head
To set and convey desired
standards Department Head
To run the operation as per
standards Departmental Trainers
To train employees to achieve service standards and deliver product with
confidence Human Resources Department
To communicate expectations to employees and identify training needs
Confidentiality
The original departmental operations manuals and CDs are kept with the Training Manager. A
duplicate copy of the manual is maintained by the Division / Department Head.
Departmental operations manuals are not to be duplicated or brought out of the Hotel premises without the prior
approval of the Division /Department Head or Human Resources.

1.3. Revision of the Departmental Operations Manual
In setting up an effective and innovative department, changes will occur from time to time, which in turn requires amendments to
be made to procedures established. As such, the departmental operations manual will be updated annually in month …..
As the overall budget could be affected, all changes will require the prior approval of the Division Head and/or General Manager
and support from other departments have to be solicited. The Department Head will be responsible for revising and updating the
departmental operations Manual after consent is obtained from the Divisional Head. Upon receipt of the approval from the
Divisional Head, the Department Head should:
1. Prepare a list of the revised content.

2. Draft the policies and procedures as they pertain to the revised content.
3. Circulate the revised draft to all affected departments.
4. Validate the revised content with the hotel‟s legal advisor, where applicable.
5. Obtain the Departmental Operations Manual CDs from the Training Manager to make the necessary amendments.
6. Obtain Management‟s endorsement on the new Departmental Operations Manual material.
7. Submit the Final Document and CDs to the Training Manager.
8. The Training Manager will compile the new materials into the relevant Departmental Operation Manual.
9. In order to gain their understanding, commitment and support, it is important that the Department Head explains to
staff within the department on the changes and the reasons for change.

2. Introduction to Brand
2.1 About Carlson Rezidor Hotel Group
Carlson Rezidor Hotel Group – born in early 2012 – is one of the world‟s largest and most dynamic hotel groups. The portfolio of
the Carlson Rezidor Hotel Group includes more than 1,300 hotels, a global footprint spanning 81 countries and territories, a
powerful set of global brands (Radisson Blu, Radisson, Park Plaza, Park Inn by Radisson, Country Inns & Suites By Carlson and
Hotel Missoni). In most of the group‟s hotels, guests can benefit from the loyalty program Club Carlson, one of the most
rewarding loyalty programs in the world. Carlson Rezidor Hotel Group and its brands employ more than 80,000 people.
Carlson Rezidor Hotel Group is headquartered in Minneapolis, Minn., and Brussels, Belgium
2.2 Creating value
The Impressive Size of Carlson Rezidor Hotel Group‟s Worldwide Footprint unlocks significant value creation opportunities
related to:
The global management and development of its brands
The ambitious development of its revenue generation
engines The leveraging of global purchasing opportunities
People development on a global basis
The goals of the Carlson Rezidor Hotel Group partnership are to:
Generate attractive financial returns for
owners Create value for all shareholders
Be advantageously perceived by business partners around the world as one global hotel
company Offer compelling and consistent value propositions to the guests
Offer global career and development opportunities to the staff

Through a number of concrete revenue generation initiatives, the Carlson Rezidor Hotel Group aims to generate more than USD
400 million in additional revenue and a RevPAR Index increase of more than nine points by 2015. These initiatives include:
A reinforced global sales team

The growth of the company‟s brand
website Unique revenue optimization tools
Partnership projects with travel intermediaries, including Carlson Wagonlit Travel
The rapid growth of Club Carlson, the group‟s successful loyalty program
A global steering committee has been established to oversee the value creation areas and the development of the Carlson
Rezidor Hotel Group. It is co-chaired by Trudy Rautio, president and chief executive officer of Carlson, and Kurt Ritter, president
and chief executive officer of Rezidor.
The chosen logo of the Carlson Rezidor Hotel Group symbolizes several key elements of the company: the combination of
the Carlson name and the Rezidor name highlights the partnering nature of the relationship; and the Carlson symbol on
top of the logo represents important values such as relationships, heritage, innovation and service.
2.3 Ambition/Route 2015
The Carlson Rezidor Hotel Group has ambitious goals: to be the number one hotel company to work for and invest with, and to
have segment leading, global brands. We intend to grow the company's hotel portfolio by at least 50 percent, reaching at least
1,500 hotels in operation by 2015.
Underpinning these key principles, the group will also maintain a strong focus on the four priority growth initiatives:
Expanding Radisson Blu and Radisson as strong, globally consistent, first class
brands Accelerating the growth of Country Inns & Suites By Carlson in key markets
Growing Park Inn by Radisson as a winning midscale brand across theaters in key countries
Continuing the push in key emerging economies, with added emphasis on midscale

These will be achieved by:
Establishing clear, compelling positioning for each

brand Operationalizing the brand promises
Accelerating development resources and
commitment Winning the revenue battle
Building a global team and organization
Rezidor, as a publicly listed company, is leveraging the relationship with its main shareholder, Carlson. The partnership with
Carlson can help Rezidor capture revenue generation and purchasing opportunities, in support of its Route 2015 plan. Carlson
has invested significantly in the last few years in revenue generation capabilities, especially in the areas of the web, its industry
leading loyalty program Club Carlson, global sales capabilities, relationship with key intermediaries (especially Carlson Wagonlit
Travel) and revenue optimization tools. These investments can and will be leveraged by Rezidor.
2.4 Credo
For the Carlson Rezidor Hotel Group, hospitality is more than a market: it represents the essence of what we do for our guests.
We simply like to take care of them and bring them extraordinary service.
Whatever you do, do with Integrity.

Wherever you go, go as a Leader.
Whomever you serve, serve with Caring.
Whenever you dream, dream with your All.
And never, ever give up.

2.5 Radisson Service Concepts
2.5.1 Yes I Can!
Over a decade in the works, Yes I Can! is our special service philosophy that sets us apart from the competition. Being
hospitable is all about giving guests your undivided attention and when guests stay at a Radisson Blu hotel; the hotel manager,
the waiter, the receptionist, the porter- everyone plays a vital role in delivering a memorable guest experience.
At Carlson Rezidor, Yes I Can! is our company's mission and a way of life which guides us to meet any challenge and identify every
opportunity. Whether our guests are in Glasgow or Cape town, Beijing or Rome, they are assured consistently excellent service.
2.5.2 100 % Guest Satisfaction Guarantee
In our fiercely competitive industry, we stand apart from the rest thanks to our special Yes I Can! service spirit. We love what we
do and as proof of that, we promise to deliver a 100% Guest Satisfaction Guarantee.
Our staff will do everything to ensure that you leave our hotel happy, so if there is a complaint, it is addressed with the utmost of
haste. If your complaint remains unresolved or you leave disappointed, any one of our staff can invoke the 100% Guest
Satisfaction Guarantee. This means that you will not have to pay for your room or the service in question.
To keep you coming back time and again, we strive to provide an exceptional service level at all times. This is our promise to
you… or your money back.
So, if the Guest are dissatisfied with anything during their stay, please let us know and we will endeavour to make it right.

2.5.3 Super Breakfast
Breakfast is the most important meal of the day and the last impression a guest has of a hotel before leaving. The Radisson Blu
Super Breakfast is an extensive buffet featuring a range of food items selected from the best of Continental, North European,
and American cuisine.
2.5.4 3-hour Express Laundry
The average guests stays at a hotel for less than two days, which makes getting laundry done a complicated matter. But at
Radisson Blu we have dispensed of this complication with 3-Hour Express Laundry. All shirts, blouses, socks, underwear, pants
and other pieces of clothing, handed in before 8 p.m. will be returned fresh and clean that same evening.
2.5.5 Express Check-Out
Even with our improved departure process with Satellite Reception desks, some guests cannot spare the time to check-out in the
morning. For our guests in a rush we offer Express Check-Out to save valuable time and ensure an efficient and accurate check-
out, by offering the options of sending invoice by email, mail or a quick pick-up at the reception desk.
2.5.6 Late Check-Out
Check-out from Radisson Blu hotels as late as 6 p.m. (subject to availability) instead of the normal check-out time at no extra
cost. Our aim is to accommodate the needs of our guests and offer tailor made flexible solutions.
2.5.7 One Touch Service
All guest needs, whether it is room service, a question for the concierge or a special request, are taken care of at the touch of a
button. Just press the One Touch Service button on your room telephone and let us take care of you.

Access the following services with the touch of a button:
INFORMATION/CONCIERGE: request special information on local

events ROOM SERVICE: have meals delivered to your room
WAKE-UP CALL: our front desk will make sure you wake up on
time LAUNDRY: obtain laundry service, or 3-hour express service
HOUSEKEEPING obtain an iron, ironing board or extra pillow and blankets
MAINTENANCE: 24 hour a day service to ensure your stay is comfortable and convenient
2.5.8 Free high-speed Internet
With our easy-to-follow instructions, you can log on to your corporate network, access email, download music, shop, do
whatever it is you like to do online, and do it for free!
Long committed to being among the first to anticipate the needs of the busy traveller, Radisson Blu has been offering Free
high-speed Internet access to all guests who stay in our hotels. Just check-in to Radisson Blu Hotels & Resorts worldwide and
get free access to the Internet as a part of our Easy Connect service concept.
(Please be aware that dial-up, modem, and other forms of analogue Internet connections which require telephone lines will
be charged a fee.)
2.5.9 Grab & Run
Breakfast on the go! For our guests on the go with no time for a sit-down breakfast, we offer the Grab & Run takeaway
breakfast. Tea and coffee in disposable cups along with fresh fruits and energy bars are available on a special table in the lobby
so that none of our guests miss out on the most important meal of the day.

2.5.10 Attention to Detail
Attention to Detail speaks to the sum of the smaller things that make a difference in our hotels.
There are two standards currently included in Attention to Detail:
i. Music Moods : Music transmits different things to different people at different times - to make you feel good, to enjoy
yourself, to hope, to dream, to relax - in short, the soundtrack to people's lives. It is all about added value and giving you
the edge with your guests. Let music set the mood.
The modern hotel, bar and restaurant places great emphasis on all aspects of their environment. Beautiful spaces have
been created with the right furniture, lighting and décor, yet, in almost all cases, a crucial element is being overlooked - the
music.
ii. Extra Thoughtful Care (ETC). : Attention to detail is a way of life at Radisson for all our guests. However, guests staying
away from home for a longer duration have special needs with regards to replenishment of the in-room amenities, special
housekeeping requests, arrangement of the rooms and guests„ personal items. At Radisson, our aim is to make guests
feel at home, at all times.
2.5.11 Meeting Success
Utilize Radisson's meeting planning services featuring professionally tailored events and cutting edge technology.

3. Introduction to Hotel (As per hotel)
3.1 Organizational Chart (As per the Hotel )
3.2 Location and Map (As per the Hotel )
3.3 Guest Rooms (As per the Hotel )
3.4 Guest Facilities (As per the Hotel )
3.5 Owning Company (As per the Hotel )
4. Introduction to Generic Standards
4.1 Grooming & Hygiene
Objective
Importance of Grooming
We play a very important role in forming the professional image of Carlson Rezidor. Our personal presentation and the quality of
our behaviour in our everyday work situation reflect on that professional image.
Our guests perceive this as a “brand contact” and this can be positive or negative in their minds, depending on the encounters
we have and the way in which we handle ourselves.

It is therefore essential that we maintain overall cleanliness and good personal hygiene at all times. Poise, voice, manners and
attitude are all crucial factors that are considered when forming a first impression and we should ensure that this is positive.
We have prepared the following guidelines to assist employees to build and maintain the desired professional image of our Hotel
– an image of cleanliness, simplicity, and elegance.
Bearing
Employees should always demonstrate their undivided attention when dealing with guests, using eye contact and acknowledging
their comments. Work related issues when discussed, should be conducted in a professional manner and tone.
Uniform
Clean, Well ironed and fitted

Name Tag on the left hand chest pocket
No decoration and personal pins on the
uniform Appropriate inner clothing /essentials
to be worn No buttons missing
No visible flaws
Business suits to be worn with same cloth material and color for trouser and jacket, and not worn with mismatched trouser
and jacket.
Business Jacket can be worn in - black, blue and dark grey color.
Plain single colored business shirt with business Trousers
Trousers to be full length only without any embellishments
A note for Gentlemen

Tie compulsory when wearing Business Suit – has to complement with the attire
Belt the trousers at the waist – no low slung trousers/jeans
A note for Ladies

Business Jackets compulsory with a skirt. Corporate Dress does not require a jacket if the dress has
sleeves Length of Dress/Skirt should not be above the knee
Indian Saree:
Corporate Indian Sarees – to be worn in traditional Indian style
only No deep cut backs or sleeveless blouses
Front Paloo must be pleated and pinned appropriately
Hair
Odour free / Dandruff free

hair Should be neatly set
No Extreme style
Natural tone hair colour, with no obvious regrowth (colour of
hair) Streaks/ Highlights are not permitted
Hair Oil is not permitted
Kitchen staff must use a cap when in the kitchen

Hair should not touch the collar, no pony tails
Side burns should not be below the middle of ear. Should be straight cut. NO fancy
cuts Conservative use of hair spray/ gel/waxes
Short and neatly styled
Shaved head not allowed unless prior permission is obtained from HOD and HR in writing
A note for Ladies
Only conservative black hair accessories should be used

Short Hairstyle: Hair that falls above the top collar must be styled away from face and fully controlled by discreet hair bands
or pins, which match the natural hair color. Hair should be not covering the eyebrows.
Medium Hairstyle: Hair just above the shoulder length must be styled away from face and utilize black pins if required, to
keep it neat and in place. Hair length beyond shoulder, please apply long hair standard
Long Hairstyle: Hair that falls below the top collar length must be tied up neatly using discreet black accessories off the
shoulder into a neat Pony Tail or French knot.
Hands
Fingernails must be clean and well

maintained Hands must be clean
Religious threads / bracelets not to be
seen Religious bangles/ bracelets not to
be seen No thumb rings
Only one ring is permitted, unless working with machinery or Food, in which case no Jewellery is
permitted. Length of the nails should be shorter than the tip of the finger
A note for Ladies
Only one ring per hand is permitted – the ring is to be worn on ring finger

Not more than 0.5 cm in diameter (moderate length)

Nail varnish, if worn, must be clear and not chipped and of conservative natural tones that complement the skin tone. Bold
colours to be avoided
Henna decorations on any part of the body is not allowed
Shoes
Clean and polished
Conservative closed Shoes only without embellishments
Shoe colour to complement the trouser colours or as
specified Socks to match the colour of the trousers
No holes or runs in socks and shoes

Shoes worn must be functional ,conservative sneaker/sports shoes only - boots/fancy shoes must not be worn while on shift
A note for Ladies

Shoes worn must be closed from front and back
Face & Makeup
Clean
Tikka/Bindi is not permitted

Clean and no makeup
Daily shave, immediately prior to commence of the roster shift
Always shave before duty maximum 2 hours prior to the shift

Beards are not permitted (unless for Sikh). Only permitted if the same was approved before the commencement of
employment with the Hotel
Conservative Moustaches should not be beyond the lip joint (between upper and lower lip). Should be well trimmed and not
touching the upper lip. Conservative mustache will only be permitted if the same was approved before the commencement
of employment with the Hotel
No earrings
Should not exceed half the length of the
ear No hair on the nape and ears
A note for Ladies

Light visible makeup applied tastefully and elegantly to enhance
features Foundation should be applied in natural tones
No false eyelashes
Only black eye-liner / eye-pencil / kaja/ Mascaral should be used
Lipstick / Blush / Eye-shadow shades must be of natural colours, complementing the skin
tone Sindoor not allowed
Accessories
Belts:
Plain belt to complement the trouser

colour Conservative Buckle
Jewellery:

Should be Conservative
Neck Chains not to be seen
Food Handlers (Production) are not permitted to wear any jewellery in the hand (rings, bangles, watches, religious threads)
Watches:
Only conservative corporate watches in silver/Gold/ Black

strap Dial of the watch to be either black or White
Big faced / sporty watches with plastic straps not allowed
Eyewear:
Simple, conservative corporate spectacle frames in silver/gold/black only
Name Badge:
Worn on the left hand side over the

heart Clean, polished, unscratched
Correctly spelt name
Yes I Can Badge:
Worn on the left hand side over the Name
Badge Clean, polished, unscratched
A note for Ladies

Religious chains / Mangalsutra should be discreetly worn and not to be seen

Only one pair of conservative studs (moderate size), should not be coloured, no hoops/danglers/ fashion jewellery are
permitted
Only one bracelet or bangle per hand to be worn in silver or gold
Appearance & Personal Hygiene
Always take a shower prior to your shift

Use mild antiperspirants, perfumes, colognes when
necessary No visible hair on hands and legs (for women)
Strictly no facial hair (for women)
No visible body art (piercings/tattoos)
Food Handlers : must not wear any jewellery which can harbour dirt and bacteria
Dental Hygiene
Maintain fresh breath at all times

Use a breath freshener / brush teeth after having meals /
smoking No chewing gum / tobacco / pan masala
Manners & Poise
Have a positive and helpful body language, Always maintain a warm and genuine
smile Greet every person, Be polite and courteous
Maintain eye contact while talking
Walk straight with poise, do not slouch,
Do not lean on the doors and walls
Do not sit on desks, counters etc

Do not talk loudly or laugh out loudly in the guest areas
Three is a crowd
4.2 Standard Greetings
Use standard Greetings for guests

o As the guests approach
o Acknowledge their presence by way of gesture(Smile, Nod) from two meters
away o Walk towards the guest(unless behind a work station)
o As the guest comes closer
Guests Checking in for the first time

o Greet by saying: “Good morning/afternoon/evening”,
o “Welcome to (hotel name). Mr. Smith”
Repeat Guests Checking in

o “Good morning/afternoon/evening”,
o “Welcome back to (hotel name). Mr. Smith”
o (Establish and keep eye contact with guests during conversation)
Smile & End with a positive statement

o Looking forward to your next visit
o Have a pleasant Stay
o Thank you for your feedback it would help us in the future to uphold our standards
o We value your loyalty to the brand, Thank you for booking room again with us.
o Have a pleasant Day/Evening

Greeting
o “Good morning/afternoon/evening”,
o “Welcome to (hotel name). Mr. Smith, May I assist you”
Guest Issues Resolution
o Greet the guest: Good Morning /Afternoon/ Evening. Mr. Smith
o Introduction: My name is John
o Clarify the Issue raised: Mr. Smith you called for A/C not working etc.
o Please allow me to resolve the problem, it would take approximately 30mins to 45mins time
Always use a positive language.
o No slang such as:
o Yeah!
o Wanna!
o Gonna!
Never use Hotel Jargons such as:
o Rez Number
o Number of Pax
Always thank the guest
o Thank you Ma’am/Sir
o It was a pleasure
o It’s a pleasure to be of assistance
If you want to apologize
o “I am sorry”
o “I Apologize for the inconvenience”
Ending Conversation
o “Mr. Smith the problem has been resolved. Have a pleasant Day/Evening(as per the time)”

4.3 Communication & Briefings
Mangers to ensure that prior to commencement of each team members shift they are provided with the Log Books, and Attend Briefing
for any messages, service tasks, chores or important information which needs to be known or acted upon during their shift.
In order to achieve the objectives of information sharing these tools must be
used: o Be very well planned
o Be short, to-the-point and with good visual
support o Keep routine information to a minimum
Briefing Logbook must be Maintained
o The communication need to be recorded only the relevant team members are aware of each item recorded in the
communication book.
o After read the communication book the item recorded need to prioritize and immediately acted upon until completed.
o Clearly and accurately record all pertinent information relating to the following matters into the communication
book
o Tasks that need to be followed up by next shift
 Guest complaints / Guest Incidents
 Guest compliments
Internal service related messages between team members
Upon completion of each logbook item:
o Double check that all details have been clearly and accurately recorded, sign and enter time
When making entries to be acted upon by the next shift clearly and accurately record the following details into the
communication book
o Stated the status of action / task has been taken
o Specify by name the person who is expected to take action
o TO ALL shall be used if the item requires everyone‟s attention.
Ensure the Briefing Logbook IS NOT displayed in the public area

The Briefing Logbook will be placed into the drawer with secure lock prior off duty

5. Departmental Scope and Responsibility
5.1 Role of Front Office
The FRONT OFFICE is the nerve centre of a hotel. Members of the front-office welcome the guests, carry their luggage,
and help them register, give them their room keys and mail, answer questions about the activities in the hotel and
surrounding areas and finally check them out. In fact, the only direct contact most guests have with hotel employees,
other than in the restaurants, is with members of the front-office.
The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, One Touch
Centre, Business Class Lounge, Wellness Centre, Fitness Centre and Business Centre. The purpose of the Front Office
Department is to provide guests assistance with luggage, transportation, information concerning the hotel and the city,
and any other service arrangements needed during their stay. Employees of the Front Office Department often provide
the first and last impression of the hotel to our guests. It is therefore critical that employees display a prompt and
courteous attitude to all guests and demonstrate excellence in service.
The FOM, working under the supervision of the Director of Rooms, is responsible for creating the good first and lasting
impression of the Hotel in the minds of the Guests. It is an important factor in developing a secure and continued
relationship with guests, ultimately resulting in loyalty. From giving a warm welcome to a fond farewell, it includes
delivering a personal hospitality experience to each guest, to the extent of knowing the guests, remembering them, their
names, backgrounds and preferences.

5.2 Front Office Goals (As per the Hotel)
5.3 Front Office Organisation Chart (As per the Hotel)
5.4 Main Functions
1 Reservations
2 Airport & Transport Service
3 Concierge Desk
6 Front Desk
7 Guest Relations
8 One Touch
9 Business Centre
10 Business Class Lounge
11 Wellness Centre (Fitness Centre & Swimming Pool)
12 SPA & Salon

5.5 Duties & Responsibilities
5.5.1 FRONT OFFICE MANAGER
RESPONSIBILITY & AUTHORITY
Manages the operation of the front office and related areas

Creates the first impression by supervising the Valet, entrance,, , parking, one touch centre concierge and front office areas
Develops and implements processes and procedures for assigned departments which support achievement of service and
financial goals
Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as
appropriate
Prepares and analyses reports in order to develop an informative database for decision making and to communicate
upcoming business throughout the hotel
Analyses business forecasts and maximizes productivity by adjusting schedules accordingly
Ensures front desk handles billing and cash in accordance with hotel‟s standards
Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other
departments Ensures front office is in compliance with all hotel policy and procedures
Develops and implements strategies and practices which support employee
engagement Recruits and selects qualified candidates
Provides employees with the orientation and training needed to understand expectations and perform job responsibilities

Communicates performance expectations and provides employees with on-going feedback

Provides employees with coaching and counselling as needed to achieve performance objectives and reach their fullest
potential
Creates 100% guest satisfaction by providing the Yes I Can! Experience through performance that demonstrates the standards
of, genuine hospitality and exceeding guest expectations
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is
appropriate to use the 100% Guest Satisfaction
Adheres to hotel policies and procedures
Keeps General Manager promptly and fully aware of all problems or matters of significance
Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies
and procedures to achieve the overall objective of this position
Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and
harmonious working environment
At all times projects a favourable image of the Hotel to the public
Works in conjunction with the Human Resources Department to ensure that all HR initiatives, both at corporate and hotel
level are implemented and adhered to in a pro-active and professional manner

5.5.2 ASSISTANT FRONT OFFICE MANAGER

Manages the operation of the front office and related areas during assigned shifts
 Creates the first impression by supervising the, entrance, concierge and front office areas

 Participates in the development and implementation of processes and procedures for assigned departments which
support achievement of service and financial goals

 Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as
appropriate
 Prepares and analyses reports in order to develop an informative database for decision making and to communicate
upcoming business throughout the hotel
 Analyses business forecasts and schedules accordingly

 Ensures that front desk handles billing and cash in accordance with hotel‟s standards

 Plans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departments

 Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate
with one another
 Greets all arriving VIP‟s, is visible and in contact with guests in a public relations capacity. Logs any points of concern and
promptly resolves/actions requests of guest as a “First Effort” priority. Follow up call(s) are to be made to ensure the
guests expectations are met and exceeded.

 Assists in all administrative and statistical analysis of department operations

Provides employees with the information needed to perform their job effectively
 Orients employees to the department and hotel and provides on-the-job training on job responsibilities

 Prioritises and assigns work

 Provides feedback to the employee and department manager on the employee‟s performance of job responsibilities

 Utilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct
reports
 Performs all Human Resources related functions within the Front Office Department, including recruitment and selection,
performance management, training and counselling
Performs other duties required to provide the service brand behaviour and genuine hospitality


 Ability to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcome

 Keeps Manager promptly and fully informed of all problems or unusual matters of significance

 Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies
and procedures to achieve the overall objectives of this position
 Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and
harmonious working environment
 At all times projects a favourable image of the Hotel to the public
5.5.3 LOBBY MANAGER
RESPONSIBILIITY & AUTHORITY
Participates in the development and implementation of strategies for Customer with great focus on Guest Relations that support
achievement of the hotel‟s goals
Manages the operation of the Lobby during assigned shifts

Creates the first impression and leads by example. Supervises the door, bell, parking, transportation, operator,
reservations and front office areas utilizing the CSA operating standards.
Participates in the development and implementation of processes and procedures for assigned departments which
support. Achievement of service and financial goals.
Required to be visible primarily in the hotel‟s lobby or in areas of highest Guest impact.

Would give a courtesy calls to Guest upon check in and check with them if the room is comfortable and if there are
additional requirements.
Must complete a daily report (log) for each shift noting Guest activities, comments, and observations and suggested best
demonstrated practices. Preferences and notes would be taken and updated in Opera after discussing with the Duty
Managers and one touch department.
Before starting a shift, Reports to the One touch as it is the point of contact and attains all information pertaining to the
Activities during the shift.
Daily E-log would be maintained to ensure the team is aware of the Guests interaction and
feedback. Will meet the Guest upon departure and take the feedback on his/ her stay.
Provides Director of Rooms and Front Office Manager/Department Heads with summary of activities during shift by
preparing and distributing written log daily.
Represents the hotel contact of the general
public Meet and greets all VIP guests.
Checking the arrival list for the day including VIP‟s.
Ensuring all guest room preferences are carried out accordingly to the guest
profiles. Drives Guest Loyalty Program
Drives Guest Satisfaction through constant feedback from the guest and communicating the actions required with
concerned departments
Communicates and demonstrates Yes I Can! Service to other employees.
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.

appropriate to use the 100% Guest Satisfaction Guarantee.
Performs other duties as required to provide Yes I Can! Genuine hospitality.
Provides employees with the information needed to perform their job
effectively. Prioritizes and assigns work.
5.5.4 DUTY MANAGER
Participates in the development and implementation of strategies for Front Office, bell stand, parking, transportation, One Touch
Service, Business Centre and reservationists that support achievement of the hotel‟s goals
Manages the operation of the front office – rooms and related areas during assigned shifts
Creates the first impression and leads by example. Supervises the door, bell, parking, transportation, operator,
reservations and front office areas utilizing the CSA operating standards.
support. Achievement of service and financial goals.
Assumes responsibility for supervision in the absence of departmental heads; communicates daily with department heads
regarding areas of concern.

Provides Director of Rooms and Front Office Manager/Department Heads with summary of activities during shift by
preparing and distributing written log daily.
Represents the hotel contact of the general
public Meet and greets all VIP guests.
Checking the arrival list for the day including
VIP‟s. Inspecting of VIP rooms prior to arrival.
Ensuring all guest room preferences are carried out accordingly to the guest
profiles. Assists the front desk and lobby during peak periods.
Liaise with the housekeeping department on a day to day basis to ensure communication lines seamless.
upcoming business throughout the hotel.
Analyses business forecasts and schedules accordingly.
Ensures that front desk handles billing and cash in accordance with hotel‟s standards.
Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other
departments.
Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate
with one another
Insures proper customer relations and safe guards the hotel interest by resolving and taking appropriate actions on all
customer complaints and or/problems.

Review and understand CSA Brand Standards for Radisson

Hotels. Prepare and check for the next day‟s arrivals.
Assumes responsibility for overall security of the hotel
Assures full security for customers, hotel personnel and property by working closely with Hotel Security.
Oversees emergency operation to insure customer safety and minimize hotel losses and liability.
Takes corrective action during emergency; files appropriate reports to
supervisors. Assumes responsibility during the absence of the Night Manager.
Understand the hotel‟s emergency and evacuation response plans implemented by the
hotel. Review the CSA safety and security / Manager on Duty program guidelines.
Calls General Manager and Executive Management Team / Director of Rooms / Front Office Manager for any fire, bomb
threat, burglary or death that has occurred in the hotel premises.
Managing and safekeeping the Grand Master Key while on
Duty. Follow the income audit guidelines implemented by CSA.
Creates 100% guest satisfaction by providing Yes I Can! genuine hospitality and by exceeding guest expectations
Communicates and demonstrates Yes I Can! Service to other employees.
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
appropriate to use the 100% Guest Satisfaction Guarantee.

Performs other duties as required to provide Yes I Can! Genuine hospitality.

Provides employees with the information needed to perform their job effectively.
Orients employees to the department and hotel and provides on-the-job training on job
responsibilities. Prioritizes and assigns work.
Provides feedback to the employee and department manager on the employee‟s performance of job responsibilities.
5.5.6 BUSINESS CENTER INCHARGE
Provide value added service to clients/guests by performing whatever is reasonable and possible to meet and exceed
their expectations
Manage Business Centre requirements of all guests ensuring efficient delivery of
service Maintain booking system for portable equipment if required
Communicate effectively with clients, guests, colleagues and supervisors
Contribute to open lines of communication within the department by composing routine
correspondence Maintain and control daily incoming and outgoing mail
Follow proper procedures in answering the telephone, both internal and external
calls Type and distributes proposals and information expeditiously
Maintain typewriter/personal computer and other Business Centre
equipment Recommends maintenance as needed
Adheres to all hotel policies and procedures

Actively supports and promotes Workplace Health and Safety within the work environment
Perform any other reasonable duties as directed by your Department Head, the General Manager or his/her
designate Keeps Manager promptly and fully informed of all problems or unusual matters of significance
Performs all duties and responsibilities in a timely and efficient manner in accordance with established company
policies and procedures to achieve the overall objectives of this position

5.5.7 GUEST RELATIONS EXECUTIVE

Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay:
Greets guests and processes hotel registration.
Develop good open communication and rapport with all guests. Recognise return guests and ensure all guests
expectations are met and exceeded at all times.
Ensure all guest account details are correct and accurate.
Keeps current on hotel accommodations, services and area
attractions. Responds to customer inquiries for information.
Arranges for services requested by the guest by working with other departments as appropriate.
Stays current with developments in the hotel by reviewing and updating the communication log.
Maximises revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes:
Offers guests updates to rooms and promotes hotel amenities, food and beverage outlets and
services. Makes reservations in accordance with hotel‟s yield management practices.
Processes customer credit at check-in in accordance with hotel policy.
Identifies and records special billing instruction and notifies Accounting.
Follows hotel policy on cash banks – at all times adheres to credit limits and procedures as set down by the Financial
Controller.
Obtains appropriate approvals and signatures.

Other responsibilities include:

Liaising with housekeeping to ensure information is passed on for room requests and special requests.
Balances daily cash, transaction postings and credit card remittance at the end of each shift ensuring all information is
accurate and without discrepancy.
Accepts responsibility for accurately maintaining cash float.
Use the Brand technique for answering the telephone.
Ensure work area is keep neat and tidy.
Keeps abreast with the hotel‟s daily banquets, functions and activities.
Attends Front Office communication meetings to maintain solid teamwork and a sharing of
goals. Maintains policies and procedures to ensure the lowest level of loss is maintained.
Adheres to rate restriction periods.
Attends any training programs as directed or requested.
Accurately processes maintenance requests.
Keeps Executive Assistant Manager informed of all problems or unusual matters of significance.
Creates 100% guest satisfaction by providing the Yes I Can! Experience through performance that demonstrates the
standards of, genuine hospitality and exceeding guest expectations


Adhere to Brand policies and procedures
At all times keeps a favourable image of the Brand.
Comply with the personal presentation, grooming and hygiene standards.
Actively support and promote Workplace Health and Safety within the work environment.
Perform any other reasonable duties as directed by your Department head, the General Manager or his/her designate.
Maintain hotel and guest security and confidentiality at all times and reports any relevant information to a supervisor or
manager.
4.5.8 FRONT OFFICE EXECUTIVE
Participates in the development and implementation of strategies for Front Office, Bell Desk, Valet, Concierge etc. that support
achievement of the hotel‟s goals.
Manages the operation of the front office and related areas during assigned shifts:
Creates the first impression by supervising the door, bell, parking, concierge and front office areas.

support achievement of service and financial goals.
Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as
appropriate.
upcoming business through the hotel.
Analyses business forecasts and schedules accordingly.
Ensures that front desk handles billing and cash in accordance with hotel‟s standards.
Plans and co-ordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other
departments.
Ensure seamless transition during shift changes by developing and implementing processes for shifts to communicate
with one another.
Maintains and co-ordinates the operations of hotel departments in conjunction with or in the absence of supervisory
personnel within each department. Takes corrective action whenever possible and prudent to do so.
To attend and/or conduct meetings as and when required.
Conduct regular inspections of guest rooms, service areas, public area and function rooms and communicates any
deficiencies to the appropriate department so corrective action can be taken.
Checks premises for security of property and safety of persons.

Reports, resolves and take appropriate action on guest complaints or problems to ensure good guest relations and
safeguard of Hotels interests represents hotel in contact with general public.
Greets arriving VIPs, is visible and in contact with guests in a public relations capacity. Logs any points of concern and
promptly resolves/actions requests of guests as a „first effort‟ priority. Follow up calls are to be made to ensure the
guests expectations are met and exceeded.
Handles all emergencies, guest and employee accidents, co-ordinate with appropriate departments, services and
notifies management.
Prepares reports as requested, to ensure appropriate corrective actions may be taken and to develop a more
informative database for improved management decision making and critical evaluation of work activities and guest
services in such areas as:
o Guest Complaints and services
o Staffing inadequacies
o Cleanliness and safety hazards
o Employee violation of Hotel or Departmental
policies. o Public liability/employee accident reports
o Incidents/emergencies
o Room inspections
o Manager on Duty report

Performs all accountabilities in a timely and efficient manner, following established company policy and projecting a
favourable image to achieve objectives of public recognition and acceptance.
Ensures adequate availability of operation supplies and foodstuffs by providing authorised personnel access to
secured storage areas on an emergency basis only.
Assumes responsibility for appropriate action in the case of employee violation in the absence of their departmental
supervisor.
Follows all company policies, particularly in relation to credit procedures.
Is responsible for all systems maintenance in communication with systems support and the Executive Assistant
Manager for systems difficulties. Remains on call 24 hours for system difficulties.
Provide employees with the information needed to perform their job effectively:
Orients employees to the department and hotel and provides on-the-job training on job
responsibilities. Prioritises and assigns work.
Provides feedback to the employee and Department Manager on the employee‟s work performance of job
responsibilities.
To adhere to the following procedure for claims by guests for theft of guest property:
Remain calm and empathetic to the guest problem; always follow the „Yes I Can‟ approach to handling problem
situations.
If the police are notified: Advise the guest that the police handle each case on its own merits, and any investigation by
the police is to be assisted by Senior Management.

The Hotel does not admit liability for the loss through theft or damage to the guest‟s property (including vehicles) and
that all such items are brought onto the property at the guest‟s risk and that any discussion or reimbursement will be
conducted without prejudice and in a genuine effort to resolve the guests problems.
The guest should submit a claim in writing stating the full details of the occurrence attention to The General
Manager. Our insurers will be notified and any action taken will be handled through them.
Remember to follow up the action taken and ensure the guest is satisfied with the result.
Record the occurrence in the Managers log and complete an Incident Report Form.
Keeps Front Office Manager promptly and fully aware of all problems or unusual matters of significance
Performs all duties and responsibilities in a timely and efficient manner in accordance with established company
policies and procedures to achieve the overall objective of this position

5.5.9 FRONT OFFICE ASSISTANT

Creates 100% guest satisfaction by providing Yes I Can! genuine hospitality and by exceeding guest expectations
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate
to use the 100% Guest Satisfaction Guarantee
Performs other duties as required to provide Yes I Can! genuine hospitality
Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay
Greet all guests warmly and sincerely as soon as they approach the front
desk. Smile and maintain eye contact.
Greets guest and processes hotel registration
Utilize the guest‟s name as often as possible.
If the guest is not a Gold points plus member, either warmly offer to enroll the guest and confirm that the guest will receive for
that stay or include the Gold points plus application in the key packet folder.

Radisson hotel is required to offer Radisson Express Departure Service to all guests who have provided an imprint of a valid
credit card.
Keeps current on hotel accommodations, services and area attractions
Responds to customer inquiries for information, face to face and over the phone in a positive and warm
manner. Arranges for services requested by the guest by working with other departments as appropriate.
Stays current with developments in the hotel by reviewing and updating the communication
log. Ensures all VIP happenings are communicated through the relevant hotel departments.
Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes
Offers guests updated rooms and promotes hotel amenities, food & beverage outlets and services. Participates aggressively
in the hotel up selling program to lift hotel revenues.
Makes reservations in accordance with hotel‟s yield management practices at all
times. Processes customer credit at check-in in accordance with hotel policy
Identifies and records special billing instructions and notifies
Accounting Obtains appropriate approvals and signatures
Follows hotel policy on cash banks and cashiering.

5.5.10 MANAGER ON DUTY
Manager on Duty is a unique program of the Hotel which has an important role to maintain Guest satisfaction at par and ensure
Guests are happy throughout their stay.
The hotel must have a minimum of one Manager on Duty in the evening.
Procedure:
All employees designated as Manager on Duty must have previously completed the hotel‟s emergency procedures
training The Manager on Duty would be on shift from 18:00-23:00hrs every day.
He would report to the One touch before starting his shift.
The Manager on Duty has to be attentive whilst on duty and have an eye for detail. Her/his presence in the Guest service
area is expected throughout the duty hours. The interaction with the Guest is a must. Proper feedback would be taken
from the Guest and follow ups on the same will be done with appropriate deadline set.
MOD would meet at least 10 Guests and the Guests of conference and events during the shift taking appropriate feedback.
MOD will have a complete check on the restaurants/ public areas/ back of the house and the faults and loopholes would be
mentioned and reviewed by the concerned Department Head. Follow ups would be done on the same. FLS check would
be done during the rounds of the property.
A detailed report would be filled by the Manager on Duty and would be posted in the drop box in order to make sure that
everyone in the Management is aware of the Guests feedback and suggestions.
Monthly schedule for MOD will be made by the Human Resources department.

6. Functional Operating Procedures
6.1 Reservations
6.1.1 Advance Deposit
S. NO TASK ACTIVITY
To ensure that advance payments are made in line with the hotel policy.
1 Objective To ensure all the payments are accurately recorded in the reservations system to avoid any confusion upo
the guest arrival.
Guest Service Agents shall ensure that the following standards are conformed to concerning “Advance Depos
2 Procedure Cheques:”
Receive “Advance Deposit Cheque” and immediately pass it on to the Accounting Department fo
processing. Accounting will issue a “Receipt” and send it on through to Reservations.
Receive copy of “Advance Deposit Cheque Amount” from the Accounting Department and immediatel
attach it to the “Reservation Form” and related “Reservation Correspondence” before filing it according t
date of check-in.
The correct “Amount” is accurately entered into the Hotel Computer System immediately upon
receiving “Receipt” issued by the Accounting Department.
All “Cheques” received on a day on which accounting is closed are immediately sent to the assistan
Manager of the Front Desk for posting.
Update the “Notices Field” showing that a “Deposit” has been received so that when the guest Checks-i
the “Method of Payment” will show on the computer screen.

6.1.2 Arrivals
S. NO TASK ACTIVITY
To ensure Arrival Experience is flawless and meets all guest expectations.
1 Objective To ensure Reservation is made as per guest preferences
The next day “Arrivals List” shall be printed out in alphabetical order based on each guest‟s last
2 Procedure name last evening, before closure of shifts.
o Ensure that special needs or requests are met
o Ensure that all bookings are guaranteed
o Ensure that all details have been correctly entered into the computer system
o Confirm limousine reservations
Each “Arrivals List” shall be printed out
twice: o 72 hours before check-in date
o 24 hours before check-in date
One day prior to Public Holidays or to the Reservations Department closing for 24hrs or longer
the “Arrivals List” shall be printed out in alphabetical order based on each guest‟s last name and
carefully processed for the duration of that period.
Guest arrival details shall be carefully scrutinized against the “Reservation Files” for accuracy in
order to ensure that all guest reservation details are honored in full and that any special
requirements are complied with and are in place at least one hour before the guest arrival. 72
hours before the arrival date, collects all “Guest Reservation Correspondence” from the
“Correspondence Folder.”

Print out the “Arrival List” for that day by completing the following
steps: o access “Reservations” and press “Enter”
o select “Arrivals/Departure Report” and press
“Enter” o select “1” for “Arrivals” and press “Enter”
o select “1” for “Include Cancellations” and press
“Enter” o carefully key in the “Date”
o select “0” for “Not Include Comments” and press
“Enter” o press “Enter” twice to print
Carefully scrutinize each guest on the “Arrivals List” against “Guest Correspondence” for any
errors or omissions:
Pay special attention to the following
areas: o Guest name
o Number of guests per room
o VIP status
o Company name
o Room type & rate
o Rate reason code
o Packages
o Billing instructions
o Arrival / departure date
o Flight details/ exact time of arrival.
o Smoking or non-smoking
o Special requests/Handicap
o Any other special comments including complaints from previous stays
Ensure that guest names are correctly spelt to avoid any future confusion or misunderstandings
as quite often guests may have similarly sounding or spelt names.

Check that guests with Limousine bookings are actually on their flight by calling the relevant
airline.
Immediately investigate any discrepancies and take appropriate action ensuring that each
discrepancy is fully resolved before guests arrive.
Tick off each guest on the “Arrival List” as you go and when all guest arrivals have been
carefully checked return the “Guest Correspondence” to the folder.
One day prior to guest arrival carefully repeat the same process.
One day prior to Public Holidays or to the Reservations Department closing for 24hrs or longer
print out the “Arrivals List” in alphabetical order based on each guest‟s last name and carefully
process each booking for the duration of that period.

6.1.3 Child Policy
S. NO TASK ACTIVITY
To have clarity on the stay of children at the hotel.

1 Objective
This policy will also be listed on LANYON and OTA‟S.
2 Procedure The reservation agent while noting down the booking for children, must advise the guest about the policy.
The policy is applicable only on sharing of accommodation and does not include extra bed or meals.
If an extra bed is requested by the guest for children, the day rate of the extra bed will be charged
If the children are having buffet breakfast along with their parents, only then the buffet rate will not b
applicable.
Any dishes ordered a la carte will be charged on actuals in the restaurant or room service.
Children under 12 years, if ordering buffet at coffee shop, the same will be charged at 50% of the buffe
rate.
All children above 12 years will be treated as adults.

6.1.4 Competitive Set Analysis
S. NO TASK ACTIVITY
Maintain comprehensive information on the competitive set which will include data on meeting room
facilities, rate information, brochures and sales kits.
1 Objective
Generate on a daily/monthly/yearly basis a compilation of the competition hotels data to evaluate hotel
market penetration & revenue generation index V/s Competition Hotel.
2 Procedure Front Office Night Manager will call the Night Manager/Duty Manager of the five competition hotels (agree
by management & owners), to check and record occupancy and average rate, net room revenue exclusiv
of any meals, ,Breakfast, service charge and VAT in the given format
1. _______________
2. _______________
3. _______________
4. _______________
Night Duty Manager will then summarize all figures as per the format set (see attached Daily Competito
Analysis report)
The Daily Competitor Analysis report will be recorded daily and MTD by the Revenue Manager. The
repor will be used as a tool for forecast report every week. The month end competition report will be part
of th monthly reports sent to owners & corporate office.
The monthly competition report will also be compared with the STR report to calculate its accuracy an
th
adjusted accordingly. STR report is generated by 15 of a month for the last month.
The Director of Sales & Marketing will review the Competitive Set report at the sales meeting and at othe
meetings as agreed upon by the Executive Committee team.
The Executive Team will review and adjust if necessary, the competitive set annually. Changes requir
endorsement from Director –Operations (South Asia), which is most commonly done during the busines
plan and budget process.
Distribution of this report will be to Executive Team members and others as designated by the
GM. At the daily morning meeting, DOSM will read out the daily competition report.
The Daily competition report including MPI, ARI and RGI Please see clarification of specific name an
report as attached.
MPI = Market Penetration Index:
o Hotel : list of all competing hotels in the local market
o No. of Rooms : Number of rooms available for sale on a daily basis
o Rooms Available in the month: Number of rooms available on a daily basis multiplied by the
day in the month
o % Occupancy : Information received from competitors
o Rooms Occupied : Percentage occupancy achieved applied to the number of rooms
available (M.P.I. : Division of hotel`s actual market share by its natural market share)
Natural Market Share : Ratio of hotel`s rooms available in relation to total rooms available in th
competition set
Actual Market Share : Ratio of hotel`s rooms sold in relation to total rooms sold in the competition set
ARI = Average Rate Index:

Average rate: Information received from competition hotels
Total Rooms Rev: Total occupied rooms multiplied by the hotels average rate
A.R.I. : Hotel`s actual average rate divided by the average room rate of the competition set
Note. If the M.P.I. and A.R.I. index are greater than one, it means the hotel is performing better than it
natural market share; Less than one means the hotel is performing under its natural market share
RevPar (RGI) = Revenue per Available Room (total room revenue divided by total available room)
o RGI : Hotel`s Rev Par divided by the RevPar of the competition set

6.1.5 Complimentary Room

S. NO TASK ACTIVITY
To establish guidelines on granting complimentary rooms to clients and business associates, essential t
1 Objective
building customer and business relations.
2 Procedure Sales Team Member/Events Manager makes a recommendation to the DOSM which states the potential o
the account, indicating the projected room nights and revenue that can be generated.
Sales Team Member gives a request for complimentary use with the DOSM‟s signature to support th
recommendation subject to the GM‟s approval.
Upon approval, the Sales Team Member informs the concerned departments of the complimentary use an
forwards the signed complimentary form.

6.1.6 FIT_GIT Cancellation Policy

S. NO TASK ACTIVITY
To establish guidelines on granting complimentary rooms to clients and business associates, essential t
1 Objective
building customer and business relations.
2 Procedure FIT
o A FIT booking is defined as any booking with less than 10 pax.
o Any booking cancellation received before 24 hrs of arrival of the guest will not be subjected to an
retention charges
o Any Cancellation received within 24 hrs of guest arrival will be charged for one night retention
GIT
o A group is defined as booking with 11 pax and above.
o Any group reservation should be received by the hotel 15 days prior.
o No group booking will be held in the system without guarantee of payment.
o All group cancellations must be received 15 days prior to the group arrival, No retention will be charge
in such a case.
o Any cancellation received between 15 days to 7 days of group arrival will be subject to 50% of the on
night retention.
o Any cancellation received within 7 days of arrival will be charged full one night retention.
General
o All the bookings subject to retention will be notified to the Revenue Manager, who in turn will see
approval from the DOSM/EAM for charging the retention.
o Once retention is charged in the system, the guest will be sent a bill through the finance department.

o The FC should be informed of all the retention before charging in the system.
o In case of non- guaranteed bookings any cancellation received after the cut off is also subject to one
nigh retention
o The reservations department needs to notify source before charging retention.
o It is important to take a guest concurrence before charging the retention on the system. o
All non-guaranteed bookings will be automatically released by 6 pm on the day of arrival.

6.1.7 Handling Black Listed Guests
S. NO TASK ACTIVITIES
Guest Service Agents shall handle “Black Listed Guests” in a polite, smooth and efficient
manner.
Objective
1
Guest Service Agents shall recognize “Black Listed Guests” by the presence of one or more
stars following the guest name in the “Guest History Name Search Menu.”
2 Procedure Greet callers in a clear, warm and professional manner and offer service.
“Nidhi”. Reservations, how may I help you?”
After establishing that the caller would like to book a room, collect a reservation form and
complete the following steps:
o Identify the caller‟s company
“May I know which company you are with, sir/madam?”
o Thank the caller & identify caller‟s name
“Thank you, sir/madam. And may I have your name, please?”
o Ask caller to spell name
“Would you please spelling your name for me, ma‟am/sir?”
o Actual reservation name
“Are you making this reservation for yourself, Ms./Mr._____?”
o Identify if the caller is a repeat guest
“Have you ever stayed with us before, (name of caller)?”
o Identify if guest is a Club Carlson member.
“And are you a Club Carlson Member, Ms./Mr._____?”

“From the 10th to the 14th of July.”

o confirm the check-out date
“Checking-out on the 14th, is that right, ma‟am/sir”
If the caller/guest is a Club Carlson Member, sir/madam?”, Identify and record the
membership Number(s)
If the caller/guest is not a current member offer a brief upbeat explanation
o Identify during which period

“For which period would that be, sir/madam?”
o Repeat the period
Thank the caller ask the caller to hold while you check “Guest History” and “Room
Availability” by completing the following steps:
“Thank you, (name of caller). Let me check. One moment, please.
o select “H” for “History”
o select “1” for “Guest History” and press “Enter”
o key in “Password” and press “Enter”
o select “F1” for “Accept”
o select “1” for “Guest History Maintenance” and press “Enter”
o key in “Guest Last Name “ and press “Enter”
o key in “Guest First Name” and press “Enter”
o repeatedly press “Enter” until “Guest Name” appears on “Guest Name Search”
Black listed guests will have a row of stars after their name e.g. KING PAR HWA
******
Having established that the guest is black listed apologize and politely inform the caller
that our hotel is completely sold out during the requested period.

o “I‟m very sorry, sir/madam, but I‟m afraid that during the period you have requested we
are completely sold out. And unfortunately, we already have a very long waiting list.
So on this occasion, sir/madam, I‟m very sorry but we are unable to assist you.
If the guest insists on making a room reservation apologize again, explain the situation
and offer an alternative.
o “I‟m so sorry, sir/madam, if I could offer you a room I would but as I just informed you
we do not have any rooms available during that period. Perhaps other Hotels will have
some rooms available. Would you like me to give you their telephone numbers,
sir/madam?”
Thank the caller for calling before closing the conversation.
“Thank you for calling, (name of caller/guest).
In a nutshell follow the six steps:

o Apologize to the guest.
o Inform the guest that the hotel is completely sold out.
o Inform the guest that the waiting list is already very long.
o Suggest alternative hotels.
o Apologize again.
o Thank the guest for calling.

6.2 Airport & Transport Service
6.2.1 Airport Knowledge
S. NO TASK ACTIVITY
To ensure Airport Representative possess an excellent knowledge of the airport and surrounding areas
1 Objective contact information of the airport and the facilities in order to assist the guests.
The representative at the airport is expected to display an excellent knowledge of the following area
2 Procedure in order to respond to guests‟ requests and assist them in and around the airport :
o Airline locations in each terminal
o Airlines and the designation codes
o Airline office locations
o Airport Services & Facilities
o Clinic / First Aid Centres
o Luggage Deposit Counters / Lost & Found
o Police Station / Immigration
o Mini Marts / Essential Store
o Restaurants / VIP Lounge
o Book shops /Gift shops
o Duty Free Shops
o Bank / ATM Machines /Exchange booths
o Limousine Service / Airport Taxi / Airport Link / Airport Bus
o Meeting Point / Rest Rooms
o Cargo / Car Park
Be prepared to meet / escort the guests in and around the various locations of the airport in order t
provide an exceptional service.
Keep abreast of any developments or changes in the Airline Customer Care Offices in order to pas

on or assist the guests with accurate information.
Act as a Sales Representative for the hotel at the airport.

6.2.2 Recognition of VIPs

To ensure the Airport Representative is aware of all VIP Guests‟ category as listed on the arrival list
o 1 Objective informed via telephone. All VIP guest will be met and welcomed by Airport Representative upo
arrival.
Be aware that the following guests are classified as VIPs
2 Procedure o Club Carson Member (Gold or Concierge Member)
o Long Staying Guests
o Key Customers / Organizers
o Repeat Guests-10 or more Visits
o Government Officials or Representatives
o Ministers or any celebrities
Ensure arrival report is checked and highlighted for any special comments or Guests‟ requests.
Airport Representative will meet and greet the VIP Guest at the arrival area.
Greet the Guest with a smile, using their last name and introduce yourself to the Guests.
Escort the Guest to the car or taxi or any other as directed.
If you are not expecting any more guests, ask the Guest for his requirement whether he woul
like to eat/ drink or shop something before leaving for the hotel.
If the Guest would like to have a cigarette, ensure guest will be escorted/directed to th
smoking area (outside the terminal).
Inform the guest the approximate time for the car to come to the point of pick up.
Ensure Guest‟s name is taken at least twice in the conversation.
Immediately call the “One Touch Service” at the hotel and inform that the Guest is on his way t
the hotel.

6.2.3 Knowledge of visas and immigration procedures.
To ensure Airport Representative have accurate knowledge of Immigration, Visa / Customs Clearance
1 Objective Procedures to answer queries and assist the Guest in coordinating with the local office.
Airport Representative must be knowledgeable about the Airport immigration office‟s locatio
2 Procedure and operations.
Ensure the Airport Representative has knowledge of the areas related to Visa / Custom
Clearance and is informed about the regulations in order to confidently and accurately respon
to guests‟ queries.
Types of Visas Available:

o Tourist (15 –30 days depending on applicant‟s country of origin) (May vary)
o Non Immigrant (up to 90 days) (May Vary)
o Non Immigrant Multiple Entry (up to 1 year) (May Vary)
o Resident Visa
o Educational Visa
Immigration Division Offices Address / Contact number (Downtown)
(As per Hotel)

6.2.4 Airport to Hotel Transfers
To ensure the hotel provides timely transportation services and permits only employees who ar 1
Objective appropriately licensed to drive vehicles. The hotel believes limousine drivers must provide an excellen
first impression to all guests of the hotel. Limousine drivers must adhere to the hotel‟s policies.
The Car would be ready to pick up the Guest at airport 15 minutes prior to booked time.
2 Procedure
Guests will be shown to an immaculate car both inside and outside; displaying the hotel logo.
For VIP arrivals, a Duty Manager is to be on hand at the airport to personally handle
arrival, transfer and check in.
The driver should introduce himself however should not initiate excessive conversation.
The Duty Manager makes sure the car is to be at a comfortable temperature of 21 degrees
with fans on medium and not pointed directly at Guest. This must be the ambient
temperature when guest enters vehicle.
The Airport Representative offers the Guest damp towels (cold or hot depending on
climate) and mineral water before the car pulls away from the Airport.
Should the Guest be entitled for a Limo Check in, the same to be practiced.
Music selection to be available for Guests. Default music is to be classical.
Guest will be offered to wear safety belt (unless mandated then guest will be requested)
for safety.

Guest will be asked if car temperature is acceptable with adjustments made as necessary.
Guests will be advised of the approximate driving time to the Hotel.
The limousine will have available a selection of newspapers and magazines, like a local daily
newspaper, local business journal, IHT, Hotel magazine and news magazines.
The hotel limousine will be driven safely and smoothly and within speed limits.
The Driver will be informed of places of local interest on route or in the proximity. If conversation
is initiated by the guest, driver will offer information on these locations and activities /events the i
guest may wish to enjoy during his stay. (Driver should be briefed on guest length of stay.)
Using a hands free device, the driver will call ahead and notify the hotel of guest expected
arrival.
Reception will check the guest in while the car is enroute; the guest will be met curb side and
escorted to their room, where the signing of the registration card will be done in room.
Driver checks car for personal belongings, farewells guest and waits until guest has entered the
hotel before departing.
All vehicles will carry: Two golf size hotel umbrellas, first aid kit, covered tissue box, fire
extinguisher, local street directory.
The vehicles will be cleaned after every transfer and serviced at all times.

6.2.5 Hotel to Airport Transfers
To ensure the hotel provides timely transportation services and permits only employees who ar
1 Objective appropriately licensed to drive vehicles. The hotel believes limousine drivers must provide an excellen
first impression to all guests of the hotel. Limousine drivers must adhere to the hotel‟s policies.
The Car would be ready to pick up the Guest at airport 15 minutes prior to booked time.
2 Procedure
Driver smiles and meets guest curb side.
In case of VIP departures, a Guest Relations Officer/ Duty Manager will be on hand to personall
handle departure, transfer and check in assistance at airport.
Guests will be shown to an immaculate car both inside and outside; displaying the hotel
logo. Doors are to be opened and guest invited to seat.
Where guests are departing internationally, and the local authorities require it, the limousine wi
carry a supply of immigration forms.
Luggage is to be in car prior to guest arrival at driveway, driver confirms number of pieces o
luggage at hotel curb side.
The Duty Manager makes sure the car is to be at a comfortable temperature of 21 degrees wit
fans on medium and not pointed directly at Guest. This must be the ambient temperature whe
guest enters the vehicle.
The Airport Representative offers Guest damp towels (cold or hot depending on climate) an
mineral water before the car pulls away from the curb.
A selection of music need to be available for the guests. Default music is to be classical.
Guest will be offered to wear safety belt (unless mandated then guest will be requested) for safety
Guests will be advised of approximate driving time to airport.
The limousine will have available a selection of newspapers and magazines, like a local daily
newspaper, local business journal, Hotel magazine and news magazines.
The hotel limousine will be driven safely and smooth and within speed limits.
Guest‟s airline is ascertained (if not advised on booking sheet) or confirmed, and Guest is droppe
off at appropriate airline location (gate and/or terminal).
Using a hands free device, the driver will call the Airport Representative and notify on the Guest‟
arrival time at the airport.
On arrival at airport, the driver would assist the Guest in getting the trolley and unload luggag
onto the trolley.
Driver checks car for personal belongings, farewells Guest and waits until Guest has entered th
terminal before departing.
All vehicles are to carry: Two golf size hotel umbrellas, first aid kit, covered tissue box, fir
extinguisher, and local street directory.

6.2.6 Knowledge of phonetic alphabets

To ensure the Airport Representative is well versed with the Phonetic alphabets in order to identif
1 Objective and record the names via telephone.
The airport representative should be in a position to understand the Phonetic alphabets which woul
2 Procedure assist him to:
Record / Check names on the telephone

Clear information during indistinct calls
Phonetic Alphabets:
A ei as in Alfa
B bii as in Bravo
C sii as in Charlie
D dii as in Delta
E ii as in Echo
F ef as in Fox-trot
G dzi as in Golf
H eitò as in Hotel
I ai as in India
J dzei as in Juliet
K kei as in Kilo
L el as in Lima
M em as in Mike
N en as in November
O ou as in Oscar
P pii as in Papa
Q kju as in Quebec
R aar as in Romeo
S es as in Sierra
T tii as in Tango
U juu as in Uniform
V vii as in Victor
W dabljuu as in Whiskey
X eks as in X-ray
Y wai as in Yankee
Z zed, zii as in Zulu

6.2.7 Knowledge of the ongoing events in the City - Copy

To ensure the Airport Representatives are well versed with the knowledge of ongoing events
1 Objective functions/ concerts in the city to portray a positive image when the guest asks for information an
assistance.
Ensure airport representatives are aware of the ongoing National or Monthly Event which i
2 Procedure held in the city.
Create and maintain a neat and presentable Monthly Events Information including the locatio
contact number.
Keep update by reading through magazines, newspapers or online like:-

o Exhibitions
o Conferences
o Trade fairs
o Festivals
o Seminars & courses
o Concerts
o Films
o Stage shows
o Book fairs
o Shopping promotions
o Art & craft fairs
o Miscellaneous events & activities
Keep yourself updated by visiting the various city information websites :
If there is a particular event or activity that does not sound clear, try and find out about th
same by asking your colleagues or if possible calling the actual location for more information.

6.2.8 Communication between Hotel and Airport
1 Objective Ensure seamless communication between the Airport representatives and the hotel.
Airport Representatives shall update all pertinent information concerning the following to th
2 Procedure hotel in order to ensure guests receive a smooth, friendly and efficient experience
o Guest arrivals
o Guest requests / comments / moods & complaints
o Massage reservations
o Food & Beverage requests
o Other if any
Communicating with the hotel on the following to ensure appropriate action is take
immediately:
o Guest lost luggage claims
o Guest flight reconfirmation requests
o No shows
o No car or shuttle to pick up guest
o Physically challenged guest
Airport Representatives shall be prepared to immediately act upon receiving information from
the hotel concerning the following areas:
o Flight reconfirmations
o Luggage exchanges
o Guest account corrections
Call “Reservations or One Touch Service” at the hotel on a daily basis to ascertain th
following:
o Occupancy of the Day
o Special packages
o Best Available Rate / Room Available
o Food & Beverage promotions
Immediately inform the hotel of any situation where the guest satisfaction may be at risk. Thi
would be pertaining to the Front Desk, Guest Service Centre, Concierge, Guest Relations o
any other relevant department.

6.2.9 Guest Arrival at the Airport
To ensure Guest will be met and greeted by the airport representative at the arrival area and th
1 Objective Guest experience is enhanced with contact and service extended at the first possible moment of
Guest‟s arrival at a destination.
Ensure the Airport Representative is knowledgeable of what is expected out of him and keep
2 Procedure track on the following:
o He must be well groomed and with complete uniform
o Keep his arrival report and airport pick up list ready
o Placard and mobile to be kept handy
Upon arrival at the airport, the Airport Representative must recheck and update the flight details o
his pick-up sheet.
Guests will be greeted with a smile and eye-contact.
Guests will be assisted with their luggage trolley.
Guest will be shown to the waiting vehicle/taxi. The door will be opened for the guest and Gues
offered a seat while the luggage is loaded. Where, due to parking/traffic regulations, guests ma
have to wait for the transportation, airport representative will make the guest as comfortable a
possible and secure refreshments if necessary. A lounge facility is ideal in such a situation.
All luggage is loaded into the vehicle. The number of pieces of luggage is confirmed to the Gues
before the car departs.
Guest will be fare-welled as the car drives away.

Airport Representative will call hotel and advice of departure time, Guest name and car
registratio number.
Guests using the Hotel-Airport limousine service are to be met curbside with a luggage trolley
an assisted to the check in counter.
If Guest is taking a taxi or other public transportation, the Airport Representative will assist wher
possible, communicating to the driver the destination and giving the Guest a printed card with
hote details in both English and the local language.

6.2.10 Handling Walk-in Guests
To ensure the Airport Representative handles walk in Guest in a professional, warm and friendl
1 Objective manner displaying excellent product knowledge and making every effort to secure a room reservation.
If guest approaches the Airport Representative with a query of room availability at the Hotel, th
2 Procedure below steps to be followed:
o Guest full name with his company
o Ask the Guest whether he/she has stayed with us before
o Arrival / Check-in date
o Length of Stay
o Room / Bed preferences
Call the hotel and check room availability with reservation or One Touch Service.
Having identified available “Room Options” politely inform the guest of the available options.
If the Guest‟s company has a corporate contract with the Hotel and inform the guest of th
available room rates with that particular hotel.
If the Guest‟s company does not have a corporate contract rate then, inform the guest of Bes
Available Rate of the day.
Encourage the Guest to book the room with us. If the guest would like to make the reservation
carefully and accurately reconfirm all of the necessary details.
If the Guest is still hesitate or unsure, offer to repeat the room rates and up-selling the benefit
which our property offers such as Complementary internet connection and Wi-Fi etc.
.
Offer hotel car as first priority. If guest prefer to take Taxi / Airport Shuttle, then proceed to th
Taxi / Airport Shuttle Counter and assist in reserving.
Give out the hotel name card and remind guest to check the luggage prior leaving the
airport. Ensure the driver is clearly communicated regarding the destination and location of
the hotel. Call the hotel to make reservation and inform the reservations as following:
o Guest full name

o Car or shuttle details and estimated time to reach the
hotel o Preferred room type and rate
o Arrival and Departure Date
o Special guest requests/ requirements

6.2.11 Re-confirming Flights
To ensure the Airport Representative shows excellent knowledge when the Guest requests fo
1 Objective assistance in reconfirming the flights.
If the Hotel staff contacts the Airport Representative:
2 Procedure
Whenever the Airport Representative gets a call from the hotel, ensure all
necessary details are noted accordingly.
Inform the front desk staff in case there is a need for the Guest‟s passport /
airline ticket photocopy.
After the photocopy is received, the Airport Representative carefully checks

the following details:
o Endorsed or non-endorsed status
o If the ticket is endorsed it is possible to change the airline
o If the ticket is a full fare, it is possible to upgrade to the next class if a
seat is available
Proceed to the appropriate airline office and ask if anything can be done to
get the Guest on the preferred flight or to secure the preferred seat.
If the Customer Care Office is in a position to assist, take the reconfirmation

details and immediately call back the hotel and update the information to the
staff who had given the request on the Guest‟s behalf.
Take feedback from the Guest and offer further assistance.

If the Guest contacts the Airport Representative:
Greet the Guest with smile according to time of the day and offer assistance.
Listen to the Guest carefully and note down the request.
Escort the Guest to the appropriate airline office / airline counter.
Assist in reconfirming the Guest‟s flight ticket.
With a smile, bid farewell to the Guest.

6.2.12 Handling lost and found at the Airport
To ensure the Airport Representative quickly and efficiently handles the situation when the Gues
1 Objective reports a lost item at the airport.
When the Guest claims that he has lost an item(s) at the airport, the following steps have to be carrie
2 Procedure out:
Listen carefully to the guest by identifying / noting the following details:

o Guest‟s full name with company
o Flight / Seat number
o Type / Quantity of item(s) lost
o Size / Color of item(s)
o Contents (if appropriate)
o Contact details
o Identify that She / He has filled out the Lost & Found Form
If the Guest has not filled in a Lost & Found report, complete the following steps:
o Explain to the guest that a Lost & Found report must be filled in and assist the guest in
filling the report.
o Escort the Guest through Customs to the Lost & Found counter.
o Ask the Guest for his/her passport in order to take a photocopy for the reference. Invite
the Guest to take a seat while taking photocopy.
o Explain to the Guest that you will follow up on behalf of him/ her and inform him/ her on
the progress as the follow up is carried on (within 24 hours).
o In case the Guest would like the Airline Customer Care Office to handle the situation,
inform him/her that you will pass on all the details to the Customer Care Office and they
will update the hotel as soon as the lost item has been found.

If the guest prefers to wait while you try to locate the lost item, make him/her comfortable at
the airport lounge (outside the airport) and if possible request the guest to proceed to the
hotel and assure him that you would update him on the status. Request the guest to give
the airport representative the authorization letter to pick up the item.
If the guest is proceeding to the Hotel, immediately call the “Front Desk” at the hotel and
inform them of the following:
o Guest‟s full name
o Time of departure from airport
o Expected time of arrival at the hotel
o Any special guest‟s requests/ requirements
o The lost & found item‟s details
Make sure the hotel keeps the basic necessities of the Guest ready in his room prior to
his/her arrival, since all his important necessities would have been in the lost luggage.
Record all the details into the airport representative log book clearly once you reach the
Hotel and ensure a proper handover is given to all the shifts.
Follow up with the Airport‟s “Lost & Found” section on the lost item(s).
If the lost item has been located, proceed to Lost & Found and present the following:
o Photo copy of guest‟s passport
o Photo copy of Lost & Found Form receipt
o Authorization letter given by the Guest.
After signing the appropriate form, collect the item(s) and immediately send the same in the
Hotel car.
Call the hotel and update One Touch Service or the bell desk on the item/ items found.
The Guest should be informed immediately. If the Guest is not there in the room, a written
message needs to be sent to his/ her room.
Take the Guest‟s signature on the receipt stating that the item(s) have been received.

6.2.13 Vehicle Operations and Logs
Vehicles used for the hotel must be operated and maintained in a safe manner and in compliance wit
1 Objective local and state laws concerning child seats, safety flares and seat belts.
Control uniform quality of all drivers, including subcontractors, keeping in mind the image of th
2 Procedure Hotel.
The Bell desk should make sure the travel desk keeps a log of all trips and any unusual incident
that occur.
The vehicles would only be for the Guest and would not be used for personal reasons.
Prior to each trip, the Duty Manager/ Supervisor will conduct a visual vehicle check
All vehicles will carry: Two golf size hotel umbrellas, first aid kit, covered tissue box, fir
extinguisher, flashlight and local street directory.
To ensure limousines are equipped with children safety seat belt
locks. Ensure a child car seat is available at all the times.
Address in all Manuals detailed policies on the following

items: o Driver screening
o Driver selection
o Driver training
o Accident procedures
o Vehicle inspection
o Driver responsibility acknowledgement
o Vehicle Inspection checklist

Maintain a daily trip log that includes the following items:
o Date and time of trip
o Name of driver
o Destination
o Number of passengers
o Concluding time of trip
o Mileage in and out
o Comments relating to any incidents that occurred, if any
o Confirmation of visual vehicle check
Keep and file transportation logs for one year.

6.2.14 Vehicle Accidents
To ensure immediate reporting on vehicle accidents, without exception, to the local police at the tim
1 Objective the accident occurs.
The driver contacts his/her supervisor immediately before notifying the police.
2 Procedure
The driver will immediately notify the police when an accident occurs, even if there is n
apparent injury to passengers or damage to the vehicles.
In case of injury and/or damage, the driver‟s supervisor immediately notifies the Management.
Drivers will not claim any responsibility for an accident or make any statements other than i
direct response to questions from police officers on the accident scene.
The driver is expected to exchange insurance information with the other motorist, if possible
prior to leaving the accident scene.
The driver will follow the written instructions kept in the glove compartment of the vehicle,
whic are based on information provided by the insurance company involved.
Upon returning to the hotel, the driver will complete a detailed incident/accident report an
cooperate in any investigation of the accident undertaken by the Management.
No matter if an injury occurs or not, any guest traveling in a car that has been involved in a
accident is to be contacted personally by the senior most Managers available.

6.3 Bell Desk
6.3.1 Guest interaction
S. NO TASK ACTIVITY
To ensure the bell services staff communicate in a courteous and friendly manner with all hotel
Guests, making them feel welcomed and comfortable, acknowledging all the Guests and
1 Objective maintaining eye contact to assure a positive experience. The bell service must be insightful and
not verbatim in its nature.
The bell services staff will greet and welcome Guests with a warm smile, assisting them in
2 Procedure less than 30 second. All bell staff will be aware of their role as a hotel “Ambassador" to the
general public, as well as the Guests.
Bell services staff will offer a warm and sincere feeling of welcome to all guests ensuring that
each guest has a positive first impression of the hotel.
All bell service staff will offer assistance to guest on arrival, with their luggage.
Bell services staff will be posted in established areas to make them as accessible as
possible to serving the guests.
Service will be efficient and professional in a manner that exudes friendliness, yet
personalized and discreet.
The bell desk team will be “insightful” in all responses and supply of information to guests.

The bell desk team will have a complete knowledge of Hotel facilities.
The bell desk will be able to appropriately recommend all hotel‟s F&B and Spa
facilities/services.
Messages will be delivered within 10 minutes in a message envelope.
The bell desk team is to proactively follow up on guests who have checked out without
receiving messages. The caller is to be informed that the message was not collected.
The bell desk team will keep all directories and address books up to date in system.
Information given must be accurate at all time.
The bell desk team will be familiar with all local activities, museums, entertainment, stores,
boutiques, salons. Staff is to be aware of hours of operations. Suggestions should be made
without any excessive prompting. Area maps to be made available.
Only non-hotel facilities/services pre-approved by Management may be openly

recommended to guests.
The Bell desk team will not accept commission payments (in cash or kind) for services
booked.
The team will suggest hotel restaurants, whenever possible and appropriate; and when
booking, will ensure the staff is aware of the attention required.
The team will be familiar with all local restaurants and be able to offer a brief description –

type of cuisine, distance from hotel/transit time, any dress code, general atmosphere, any
idiosyncrasies – i.e. parking difficulties/reservation release times/difficulty of obtaining return
taxis (an offer of booking return taxi should be made).
The team must have knowledge of operation of voice-mail, fax, printers in guest rooms as
well as all available internet facilities.
No charges are to be levied for incoming faxes.

6.3.2 Door Service
S. NO TASK ACTIVITY
To ensure the hotel provides 24 hour a day door attendant coverage as it is critical that all
Guests are warmly welcomed and fare welled. A bell service staff will assist Guests with
1 Objective baggage, loading and unloading and transportation as they arrive and depart from the main
entrance of the hotel.
2 Procedure Guests will be greeted by the bell attendant at the drive way area. Guests will be greeted
warmly and the door of all vehicles will be opened within 5 seconds of arrival as well as
luggage assistance.
The Hotel main door must be opened and closed for arriving and departing guests.
Door attendants must personally welcome all arriving guests and thank all departing
Guests with the greeting:
“Welcome to the (Hotel name)” and “Thank you for staying with us”.
Guests will be greeted with eye-contact, smiles and addressed by name. (If the staff is busy
with other guests, a wave/nod of recognition should be extended).
Door attendants must read luggage tags to ascertain the Guest‟s name and use the name at
least twice.
Guests will be protected from bad weather by an umbrella.
Door attendants must give limousines and taxis a final check to ensure no Guest items are
left behind.
The bell attendant will ensure the system is followed to meet every arriving cars, taxis,
transportation vans and limousines and then providing assistance.
If space permits the drive area may have a limited number of cars, appropriate to the image
of the hotel, held there for a short period of time. Bell desk must assist security to control the
traffic flow at the hotel entrance. The bell attendant should assist security and valet drivers in
opening vehicle doors and entry doors within 5
seconds of arrival.
The bell attendant should assist security to ensure that the drive has a clear space at all
times for new arrivals and emergency vehicles.
The bell attendant will assist security in opening the doors of arriving vehicles and welcome
Guests to the hotel.
The bell attendant will assist the Guests with luggage when necessary.
The bell attendant informs the Guest to identify their luggage and guide them to the front
desk.

6.3.3 Rooming Procedure
S. NO TASK ACTIVITY
To assure every Guest will be offered the assistance by a team member/ bell person at
1 Objective check-in. The Front Office Manager or Duty Manager will ensure that the staff has been
properly trained on how to room a Guest.
2 Procedure Every Guest would be assisted upon check in by a team member/bell service at check-in.
The bell attendant will receive the key card(s) from the front desk staff.
If the guest declines for the bell service, the keycard will be graciously handed over to the
Guest, keeping in mind to walk the first few steps with the Guest and show the way to get to
the room.
Make the guest comfortable and familiar with the hotel facilities so he/she can fully enjoy the
visit. The following should be covered:
o Restaurant / Lounge o Minibar

Hours
o Guest Service o Internet
Directory
o Voice Mail System o Heat/Air Conditioning
o Hotel services, o Key card use
facilities and hours of

operations
o Emergency o TV controls.
procedures / Fire Exit
o Room service menu o Security door lock /
Safety Box
o Iron & Iron board
On escort to the room, the staff will offer a brief explanation of food and beverage outlets
highlighting any special promotions/events during the guests stay, and will point out the
location of the Fitness Center & Spa.
Conversations should be sensitive to other guests in confined areas such as the

elevator.
The team to ensure that the baggage would be delivered to the room within 5 minutes
(timing begins after Guest arrival in room).
Suitcases are placed on the luggage racks, right side up.
Garment bags and coats to be hung properly in closet.
The bell desk agent should offer to remove airline baggage tags (bellman to carry scissors).
On delivery of bags, Bellman is to offer guest an orientation to the room, if accepted outline
special room features such as: heat/air system, location of in-room safe, Do Not Disturb
button. Minibar, Iron and Iron board, Safe box, and to Guests carrying laptop computers,
highlight power, telephone and internet connections.
The fire/ safety exits have to be shown to the Guest.

Prior to departing room, offer pressing or request Guest to call when they have unpacked.
While rooming the Guest, ensure the room is inspected and in perfect condition. If any item
in the room is not satisfactory, the front desk to be contacted and proper follow up to be
done.
The Bell desk Agent creates an impressive "Sense of Arrival". It is expected that he reads
the Guest‟s mood and does not overdo the rooming.
The bell desk agent/ GSA would always offer himself as a point of contact to the Guest by
announcing the extension number where he would be available should the Guest requires
any assistance during his stay.

6.3.4 Valet Parking

S. NO TASK ACTIVITY
To ensure the valet parking attendants provide friendly, efficient car parking service to all
1 Objective Guests of the hotel.
2 Procedure Provide 24-hour day valet driver coverage & valet parking service.
The door attendants will accept cars for valet parking. They must give a valet ticket to the
Guest and explain retrieval instructions and time requirements. Door attendants should
never use the porte-cochere as their own personal garage. Only Guest cars will be
allowed to be parked on the porte cochere.
Give full and complete directions to Guests‟ inquiries.
Leave the Guests‟ car seats and radios and mirrors undisturbed.
Have readily available and be knowledgeable on the availability of these items in case of
Guest need:
o Tire pump
o Gas/fuel/oil
o Maintenance
o Windshield washer fluid
o Jumper leads and battery
Never attempt to break open doors for keys locked in cars. A certified locksmith must be
called.
If we are unable to locate a Guest‟s car keys, the hotel will offer transportation to
wherever the Guest wants to go, conduct a complete and thorough search, contact a
locksmith service to make a key as soon as possible, determine if any other
compensation is due, and fill in a security report. It is also acceptable to ask the Guest if
they have a second key in their possession.
Guest vehicles must be treated with the utmost care. We do not smoke, eat or drink in
the car. We do not slam doors or trunks. We do not drive the car in a reckless or
dangerous manner.
Never release a vehicle to a hotel guest until you have checked the Guest‟s claim docket
matches the one on the car.
Do not leave keys in waiting vehicles on the driveway. If a Guest is under the influence
of alcohol, offer a taxi to take the Guest home, or a room to stay in. We do not drive
guests home because of potential liability issues. Always try and handle intoxicated
Guests tactfully and out of public view. Always involve a
manager in these situations.
If Guest vehicles have to be driven on public streets, all local traffic laws have to be
obeyed. Any offences will become the driver‟s personal responsibility.
The valet driver works in harmony with the door attendant. They are just as responsible
for providing a warm welcome and a speedy, efficient departure.
When issuing parking tickets for Guests, note any pre-existing damage or valuables left
in the car on the back of the ticket.
The doorman issues a ticket to the Guest and explains the charges and retrieval
instructions/time requirement.
The doorman will not hold cars on the driveway for their own personal gain.

6.3.5 Brochure rack
S. NO TASK ACTIVITY
1 Objective The bell staff will maintain the lobby brochure rack in an organized and professional manner.
The lobby brochure rack must be filled at all times with brochures of the Hotel.
2 Procedure
The Supervisor is responsible for establishing pars and ordering brochures from the
fulfilment centre.
Only Hotel specific brochures should be in the rack.

6.3.6 Baggage Check
S. NO TASK ACTIVITY
All bell staff will be aware of proper procedures in checking and holding baggage in storage for
1 Objective Guests.
All luggages will be tagged immediately upon receipt, using a serial-numbered as claim
2 Procedure check.
All luggage must be counted and re-confirmed number of pieces with the Guest
Guests are to be instructed to return their claim stub in order to reclaim their luggage.
Luggage must be held in secured area and away from public access.
Claim checks must be secured permitting no opportunity for loss or theft.
Logging the record into the book if Guest requested to store the luggage over 24 hrs.
Ensure that claim check stubs are destroyed once the Guest‟s belongings have been
returned.
Items of high value (i.e. cameras) should be kept in front desk safety deposit boxes and the
information logged.
The bell staff will report any missing luggage immediately to the Duty Manager or FOM.

6.3.7 Guest message and delivery
S. NO TASK ACTIVITY
To ensure the hotel adheres to the procedures that provide timely, accurate, and safe delivery of
1 Objective articles to Guests‟ rooms and meeting/banquet attendees in a timely and conscientious manner.
Prior to arrival – Messages, faxes and letters, etc., will be held at the Front Desk and
2 Procedure given to the Guest upon arrival. A trace/alert is put on the reservation to make sure there
is proper communication and guest gets the message upon arrival.
In-house Guest – All items that need to be delivered will be sent to the room promptly by
a Bellman and documented in a delivery log. All items are to be delivered within 10
minutes of receiving them.
Efficiency/Accuracy – The dispatch sheet will be time stamped to ensure that Guest
items are handled chronologically and a tracking record of how long it takes for items to
be delivered is maintained.
All Guest parcels must be signed for when delivering to guests rooms. If the guest is not
there the parcel is returned to Bell Desk and a message left for the guest. (Unless guest
has given instructions to leave the item in which case we return to the guest room and
seek a signature once the guest has returned).
The bell desk Associate will not do deliveries to Guest rooms between 10.00 pm and 8.00
am (Unless instructed otherwise by the Guest). The message light will be turned on
during these times. If the Guest then rings down we will deliver to the room.
If the room is on “Do Not Disturb”, the bell attendant will return to the Bell Desk desk and
the message light will be turned on and message left.
If it is necessary to store an item, note item information on the log, such as description
of item, number of pieces, airway bill number or courier number, and location stored.

6.3.8 Newspaper distribution
S. NO TASK ACTIVITY
Ensure the daily English newspaper will be provided to every in-house Guest. The newspaper
1 Objective distribution would depend on the room category and the VIP level.
On a daily basis, afternoon shift bell desk team must order the number of newspaper
2 Procedure necessary for the following (next day) day. (Based on the house count).
The Bell Desk / Bell Supervisor must order spare newspapers for Guests.
Hotel shall receive different choice of newspaper from the vendors.
Bellmen must print out the In-house Guests report from the PMS and acknowledge the number
of in-house Guests who will receive the newspaper.
Log the preference, if any, into the logbook
The Bell desk team will put the newspaper into the newspaper bag and hang it outside every
Guestroom door (occupied room).

6.3.9 Room Changes
S. NO TASK ACTIVITY
The hotel establishes professional, efficient procedures for handling the potentially delicate
1 Objective situations involved in room changes
Room changes in the presence of Guests:
2 Procedure
The bell desk Attendant must be familiar with the circumstances surrounding the room
move. Be prepared with working keys or the appropriate card key. Be familiar with the
amenities and features of the new room.
Greet Guest, be attentive, and apologize for any inconvenience.
Offer to check the room for any items that may be left.
Assist with the room change while providing new orientation to the new accommodations
(same level of detail as a new check-in).
Make sure the Guest likes the new room.
Again, apologize, thank the guest for his/her patience and offer your name so the guest has
a contact for any additional needs. Take the old keys with you to avoid confusion.
Room changes in the absence of Guests:
From time to time, a room move may be requested when the Guest is not there.
Two staff members should conduct these room moves, usually a Bell attendant and H/K
Supervisor.
If the luggage is already packed up, the luggage should be transported to the new room.
Suit bags hung in the wardrobe, and other bags placed on luggage racks. Check the old
room and ensure nothing has been left behind.
If the luggage needs to be unpacked, this should be done as carefully as possible. All
guests belonging should be placed in a similar position to where they were in the old room
Note: Please make sure to communicate the room move to One Touch Supervisor who will
inform all departments

6.3.10 Package storage and delivery
S. NO TASK ACTIVITY
The bell services will ensure that packages in their care will be securely stored and promptly
1 Objective delivered to the Guests, when requested for.
All packages received for future Guests will be received, logged in and placed in the
2 Procedure Luggage room or store and delivered when called for.
The bell desk will have a centralized storing area for storing packages or luggage after they
have been logged in.
Packages in the secure area will be reviewed daily and delivered when appropriate.
Guests with packages are to be notified at check-in. A comment and an alert should be
placed on the Guest reservation and will be conveyed to the bell desk by front desk at the
time of check-in.
Guests who are in-house when packages arrive will have those packages delivered to their
room immediately.
For security reasons the Guest must sign for all packages.
Packages that arrive for departed guests will be refused or returned to the sender
immediately.
Packages for arriving Guests who are a no-show or cancellation should be returned to the
sender immediately. This should be done at the sender expense

6.3.11 Umbrella on loan
S. NO TASK ACTIVITY
Ensure the umbrellas will be offered to hotel Guests during rainy days. Ensure the quality and
1 Objective quantity will be checked and control by the bell desk with a weekly / monthly inventory.
Bell desk department is responsible for ensuring umbrellas are neatly stored in a designated
2 Procedure area.
Bell desk must ensure there are sufficient umbrellas stored in the store room.
When a Guest comes to borrow an umbrella, the Bell Desk should ask for his/her name, room
number and note it down in the log book. Guest will be advised for loss / damage charges.
The umbrellas are offered to hotel Guests only. Please inform the Guest to return the
umbrella when he/she comes back.
Clean the umbrella after return and regularly review the cleanliness of umbrella, checking for
mold etc.
If there are insufficient umbrellas in storage, Bell Captain, either should order additional
umbrellas from the HK Office or to ensure a purchasing request is raised in consultation with
FOM or Duty Manager.
The general par stock is 30 umbrellas (Medium Sized).

6.3.12 Luggage storage & retrieval
S. NO TASK ACTIVITY
The bell attendant should be able to provide luggage storage making sure the luggage is handled
1 Objective carefully, and stored in the storage room to ensure its safety. The luggage claim tag number must be
recorded in the storage register and Guest will be advised for storage condition and policy.
2 Procedure Storage:
When receiving Guest request for luggage storage, check the luggage and verify whether there
is any damage and confirm the pieces of luggage with Guest.
Fill in the luggage claim tag by noting Guest name, room number, the pieces of luggage, date /
stamp time on the tag and location.
Ask Guest to initial the top part of the luggage claim tag and tear off the one part of the tag and
present it to Guest.
Attach the top part of the tag with luggage.

Explain to Guest how to retrieve his/her stored luggage; the Guest must present their part of their
tag prior to pick their luggage.
Store luggage in the luggage storage room, be careful not to damage any luggage especially
leather bags.
Make record on the luggage storage control Logbook.

Note: - Perishable items will not be stored.

6.3.13 Handling luggage upon arrival
S. NO TASK ACTIVITY
Ensure the Guest luggage will be carefully handled and delivered to the Guest room as soon as
1 Objective possible
Bellman should always escort the guest to the Front Desk and introduce the guest to the Front
2 Procedure Desk agent.
Familiarize yourself with the Guest name and introduce the Guest to the Front Desk.
Never leave Guest luggage unattended.
After registration, obtain the room number from the Front Desk, verify the room number and
write it on the luggage ticket.
Identify the Guest‟s luggage and deliver to the guest‟s room without delay.
Greet the Guest by name and introduce yourself, maintain eye contact and smile.
After entering the room, gently retrieve the luggage rack from the closet and put the luggage on
top with the locks facing towards you.
Neatly and carefully hang garment bags either inside the closet or on the luggage rack.
During escort explain the hotel‟s facilities such as Restaurant, Business center, Spa, In-Room
Dining, etc.

Inform the Guest about the Mini bar, climate control, light switches and bedside control,
laundry/dry cleaning supplies and TV and fire exit plan (basically behind door).
Wish the Guest an enjoyable stay and then leave the room. And return to the lobby without
delay

6.3.14 Handling luggage upon departure
S. NO TASK ACTIVITY
1 Objective Ensure the Guest luggage will be carefully handled and placed in the designed secure area.
Upon receiving a checkout request, the following information is required:
2 Procedure o Room number
o How many bags
o If storage is needed
If a Guest calls from his / her room, log the “luggage down request” in the logbook or
errand card. Bell Desk must note the key information information in their logbook i.e. room
number, departure time and number of pieces.
The Bellman must reach the Guest room as soon as possible after receiving a call for
collection of bags within 10 minutes.
Give the Guest an estimated time, take a luggage trolley, if needed and proceed to the
room. The luggage trolley must be polished and kept clean and shining.
Once at the door, ring the bell and announce yourself.
Upon opening the door, greet the Guest by name and introduce yourself by say:
Good Morning/afternoon/evening Mr. / Ms. (Guest‟s name…). My name is ………, I am

here to collect your luggage / assist you with your luggage.

After entering the room, retrieve luggage as instructed by the Guest.
If storage has been requested, Guest needs to store the luggage (refer to Luggage Storage
SOP).
Take the luggage to the hotel lobby and store it in the appropriate storage section, or
proceed to the hotel entrance for departure.
Offer Taxi / Limousine to the Guest. Bid farewell and thank him/her for staying with us.

6.3.15 Guest Departure
S. NO TASK ACTIVITY
Bell attendant creates valuable final impressions of the hotel as they ensure timely collection of
1 Objective Guest luggage and handling of transportation. The hotel provides prompt, courteous, safe
service to Guests who desire baggage-handling assistance upon check-out.
Guest requiring luggage assistance on departure will wait no longer than 7minutes once they
2 Procedure have called.
Ascertain if Guest requires luggage stored for a later departure.
Check Guestrooms for forgotten items when the Guest is not present.
Ask the Guest for transportation arrangements and coordinate as requested.
When loading luggage into a vehicle, leave the trunk open for the Guest to account/verify all
luggage items.
Thank the Guest and extend the offer to return.

6.3.16 Lost Luggage
S. NO TASK ACTIVITY
The hotel develops and implements procedures to deal with lost Guest luggage that ensure
1 Objective quick resolution and attention to Guest concerns.
Listen, apologize and solve the problem.
2 Procedure
Thank the Guest and get a detailed description of the item.
Ensure that senior management and Security Manager is made aware of Guests who are
missing luggage.
Find out the time when the luggage was lost (by going through the Bell desk‟s daily log for all
deliveries around the appropriate time period).
If the initial search is unsuccessful, contact the employee who last interacted with the Guest
to gain first-hand information that may aid in the investigation.
Provide compensation to the Guest according to the hotel‟s policy where necessary.
Keep Guests informed of progress when searching for luggage.
If necessary provide emergency kit for Guests.
If lost luggage is the hotel‟s fault, send an apology note and amenity

6.4 FRONT OFFICE RECEPTION
6.4.1 Front Desk & Lobby Appearance

S. NO TASK ACTIVITY
The Front Desk and Lobby area must be neat, tidy and well organized at all times. The Duty
Manager will be responsible for consistently maintaining the upkeep of the lobby area. This is
1 Objective often the first visual impression of our hotel to our guests and must therefore always be a
positive one.
The Front Desk should be displayed in a way that is tasteful and appropriate. Literature or
2 Procedure advertisements not related to hotel functions should not be publicly displayed.
Following a heavy check in or check out, the desk should be put back in an orderly condition
as quickly as possible.
No Memos or notes should be posted in areas where guests can see.(Paper-less
Philosophy)
The area behind the Front Desk and the general office area should be neat and tidy at all
times
The shift Duty Supervisor is in charge of inspecting the Desk to ensure it remains
professional in appearance at all times.
All maintenance requests should be reported immediately and followed up until completion
every 5-10 minutes.
All flowers on display should be fresh.
Music in the Lobby must be suitable.
Apart from the appropriate logbooks, “Making it Right” log, In-house and Arrival buckets, all
filing should be organized neatly in the Back-Office.
Light must be suitable, in case of raining or dark days, engineering & housekeeping to be
called by front desk or bell desk.

6.4.2 A. Check-in Procedures – Walk-in

S. NO TASK ACTIVITY
Walk-in Guests present an excellent opportunity to add a loyal customer not only for our Hotel
1 Objective but to our brands all over the world. In addition, turning a walk-in into a Guest improves our daily
rate. Therefore every effort should be made to “WOW” the walk-ins.
Establish eye contact and Welcome the guest in a friendly and polite manner Invite the guest
2 Procedure to have a seat whilst you provide her/him with information on the Hotel. Offer refreshments at
your discretion.
Check House Status. Check for number of night required.
In case the rooms are not available Inform Duty Manager, who will politely inform the guest
of non-availability.
In case the rooms are available request for business card for proper identification.
Inform the Guest by identifying her/him needs and assist her/him to choose room types that
fit her/his requirements.
Give the various room options and explain the difference and/or packages included
according to the guest‟s length of stay.
Try to Upsell by offering the best available rate. (BAR). Always maximize the room revenue
but do not lose the sale.
Once the guest chooses to stay with us, take his business card, passport and Credit card to
start the Check-in process
Present the registration card to the guest and verify his departure date/time, room category
and the rate and request him to sign the registration card.
Ensure the necessary details are filled in the registration card like, residence address,
designation, Birthday date & room number etc.
In case of Foreigner request for the passport & fill in the Passport number, Date of Issue &
place of issue besides the above details on the registration card.
Request for the mode of payment.
Verify the payment method with the guest. If the guest is paying cash, politely inform him of
the requirement for an advance deposit which should amount to the total of his room charge,
service charge, tax and cover incidentals. Ensure “No post option is marked in the PMS”
create a comment for back up. Ask for the advance of room rate (Including Taxes) plus
incidentals then there is no need to put “No Post” in the PMS, if guest is only paying for room
& taxes then click on No Post.
In case of Credit Card, take the details for the Credit card like Credit card Number & the
Expiry date of the Credit card.
In case of Cash request for the cash advance which should be 1.5 times of the total room
charge.
Present the registration card with pen pointing towards guest for the guest signatures
In the meantime prepare the room key, and errand card.
Handover the key to the person who will be escorting the guest to his room.
Get authorization form credit card which should be 1.5 times of the total room charges.
Attach authorization with the registration card and handover the charge slip to Shift In-
charge.
If she/ he is not a Club Carlson member, ensure membership is offered.
The Front Desk staff must be always be aware of “Skipper” issues when registering a Walk-
in Guest, The Credit policy of the hotel must be strictly observed - Full payment of room rate,
tax and service charge, plus 50% more for incidentals. This policy will also be applicable for
guests with advance reservations but settling by cash. If the guest is paying by credit card,
obtain the credit card and swipe it through the machine to verify that the credit card is valid.
(preauthorized amount must be observed full payment plus incidentals charges)
Watch out for strange behavior (like nervous, sweating, with little or no luggage or lot of
luggage etc.) Inform Duty Manger & Security to keep an eye.
Note: Follow Room Escort policy for escorting the Guest to the room.

6.4.2 B. FIT Check In
S. NO TASK ACTIVITY
Ease, efficiency, and friendliness during guest check-in at the hotel to Strongly influence the
1 Objective guest experience.
Ensure all arrival rooms are blocked and ready/Inspected at least an hour before the guest‟s
2 Procedure estimated time of arrival. Check for any mail or messages that might be on hold for the guest
and ensure an alert is put in the system so that they may be handed to her/him upon Check-
in.
Check the Billing details to avoid hassle in case the billing is to the company.
Ensure the room is in a Vacant Inspected status one hour before ETA of the Guest. If not in
an inspected status, call housekeeping. Should there be no revert in 5 minutes, inform the
Duty Manager (DM) or the Front Office Manager (FOM) for a quick follow up.
Ensure to make eye contact, smile and greet the guest on arrival.
Greet the guest “Good Morning/Good Afternoon/Good Evening, Welcome (Welcome Back
for repeat guests) to (Hotel name).
Ask for the last name politely and request for the passport and business card.
Check the billing instructions. If the billing is direct, please check with the guest how She/he
would like to settle the bill. Click on “Rate Information” in the system. Take a pre
authorization or deposit according to the rate and the length of stay including the incidental
charges. If the billing is to the company, ensure to attach a copy of the company letter to the
Registration Card.
Check in the system to see if the guest has a parcel, envelope or anything else waiting for
her/him. If she/he does, inform her/him and hand it over to her/him.
If she/he is a Business Class guest, ( ensure you do not change his room as there will be a
welcome letter in his room regarding his privileges‟)
“You‟re welcome letter has been placed in your room which will inform you of all the

privileges that will be available to you as our exclusive Business Class Guest.”
Proceed with the registration process and introduce the guest to the Carlson Loyalty
Program - “I would like to take the opportunity to introduce you to our loyalty program, Club
Carlson. Please go over the details in this brochure and get back to us at any point in your
stay for more details or if you would like to join this program.” Do not enroll the guest if not
interested/ without his consent.
“We are holding a reservation for you. May I request you to kindly verify the information we
th
have here? You will be checking out on the 8 of June? May I have your check out time
please? I see you have requested a non- smoking room with a king size bed (smile and wait
for the acknowledgement)? You have booked a “Room Category” room; this would be your
Rate (point to the rate, DO NOT ANNOUNCE THE ROOM NUMBER).”
Mention the facilities included in the rate if applicable.
If the breakfast is not included in the rate, ask if She/he would like it to be included in the rate
and add an additional amount….. Make sure changes are made in the system accordingly.
If all the details are correct, print a Registration Card and ask the guest to sign it.
Check in the guest in the system and make a room key. Put the key in a key wallet, write the
room number and the departure date on it, and handing it over to the guest say:
“This is your room number. Your room is located on the “X” floor (NEVER ANNOUNCE
THE ROOM NUMBER). Introduce the guest to the Agent or Bellman who will escort him
to the Room. Please offer yourself as a point of contact by giving your first name and the
extension you can be reached on.
Call the guest room after 15 minutes to ensure everything is okay with the room. “Mr. “X” this
is Neha again. I hope you liked your room? If there is anything else you require, please do
not hesitate to call me. Enjoy your stay.”
Establish eye contact and Welcome guest with the greetings of the Day.
Request for the last name of the guest and use at least twice and maximum thrice during the
conversation.
Take out the registration card & request the guest for photo ID proof

Show check-in of the guest in Opera.

Prepare the room key, escort the guest up to the room.
On escort to the room, the staff will offer a brief explanation of food and beverage outlets
highlighting any special promotions/events during the guests stay, and will point out the
location of the Fitness Center & Spa. Communication will be sensitive to other guests in
confined areas such as the elevator.
Upon reaching the room request for the business/visiting card of the guest.
Fill in the necessary details in the registration card like, residence address, designation,
Birthday date & room number etc.
In case of Foreigner, request for the passport and fill in the Passport number, Date of Issue
& place of issue apart from the above details on the registration card.
In case of Residential permit holder request for the Certificate of Registration Details.
Verify all reservation information with the guest, such as spelling of name, departure date,
time, rate, number of adults, smoking, non-smoking preference of the guest etc.
Request for the mode of payment.
In case of Credit Card, take the details of the Credit card like Credit Card Number and the
Expiry date of the Credit card and authorization of room +taxes with some amount for
incidentals to be blocked.
In case of Cash request for the cash advance which should be 1.5 times of the total room
charge and cash receipt to be handed over to the guest.
Present the registration card with a proper pen for the guest signatures
Offer room orientation, inform about the room clock wise or anti clock wise, in-room safe,
mini bar, dialing calls, service directory, guest services and internet.
Check with the guest about his usage on internet and number of connections required, offer
assistance of IT technician.
During orientation in wash room inform about bath shower pressure.
Wish the guest a pleasant stay.
If the guest‟s room is immediately not available, make arrangements to accommodate the

guest on temporary basis such as checking the guest‟s luggage and offering a temporary
waiting area. Offer the
Guest temporary tea/coffee while they are waiting. If a longer wait, offer a complimentary
meal if appropriate to time of day situation.
To ensure security and privacy, never openly announce the room number in the presence
of other guests. If, room is on double occupancy two key cards to be given.
Oblige to credit the guest‟s mileage with the hotel airlines partner. If, guest is a member of
a loyalty programme .i.e. Club Carlson, guest membership number to be taken.
And if not, guest should be enrolled for the membership.
After 2100 hrs. Offer guest a wake-up call and log it down into the wake up call register
maintained at the front desk.

6.4.2 C. Group Check In
S. NO TASK ACTIVITY
1 Objective To provide a smooth and efficient check in for a group arrivals to our hotel.
One week in advance the Group Folder (Group Profile, Rooming list, Flowers, Amenities,
2 Procedure VIPS, Meet and Greets, movement of the group while in-house, corporate gifts etc) will be
handed to the Group Coordinator. The group folder will have all information on the group
The Group Coordinator will ensure all Rosters are arranged one week in advance in order to
give accurate information to the hotel.
Keycards are programmed and welcome letters (if required) are prepared one day in
advance. Room numbers are handed over to HSK, IRD to do the needful with the Mini Bar
and the various F&B Outlets and Spa where the group is entitled to a discount. If it is VIP
Group, a list has to be prepared to place in all the rooms for easy dialing.
For a group of 10 or more Guests (if they are arriving at the same time) ensure to set up
stations in either the Business Center Boardroom or small banquet halls to avoid hassle in
the lobby and the Front Desk.
On the day of arrival of the group, the group coordinator sits at the desk to facilitate the
group check-in.
The Keycards are handed over to the Guests and their signatures are taken on the Group
Check-in folder or individual Registration Cards or Master Registration Cards. Passports,
business cards and credit cards (unless using other modes of payment or other instructions
are provided) and taken from the guest and returned after doing the needful.
Once the keycards are handed over, Check-in is done in the Front Desk.
Once the guests are escorted to the room, the baggage is delivered in 15 minutes.

6.4.3 Check Out
S. NO TASK ACTIVITY
Ensure a seamless Check out in 5 minutes, with all post transactions reviewed with the guest
1 Objective and explained if necessary. All disputed charges must be handled efficiently and accurately.
Guest folios are to be properly arranged the previous night by the Night Shift so that all
2 Procedure dockets and documents can be presented upon the guest‟s request. If there are any
comments made regarding billing instructions, these should be noted and acted on by the
Front Desk immediately, any billing instructions recorded on the registration card should also
be complied with.
When a guest comes to the Front Desk to check out, the following scripting is to be used:
“Good Morning/Afternoon/Evening! How may I assist you? I will assist you in check out
May I have your last name, please?”
As the GSA/Supervisor opens his/her cashiering, inquire about the guests stay and ask
when s/he will be returning. “Mr./Mrs./Miss/Ms. X”” , how was everything with your stay or
How can we make your stay better in future?
Check if there is any Mini bar consumption

“Is there any Mini bar consumption?” Honor Guest‟s words if She/he says that there was
nothing consumed.
Check if guest has emptied his/her Safe

“May I ask if you have taken your valuables from your safe?”” or “Have you emptied your
safe?”

Check if the guest is going to the airport and if s/he requires to use the hotel transport for
the Airport Drop. “Would you like us to arrange a drop to the Airport?”
If s/he says yes, inform the Travel Desk to make the necessary arrangements. If the
charge has not been posted already, do it before the bill is closed.
While chatting with the guest, print a copy of the folio for the guest to review and enquire if
the account is accurate. “Would like to review your bill before settling it down”.
If the account is not accurate, resolve the inaccuracy by determining if the 100% guest
satisfaction action is necessary.
“Which item did you have a question about? I‟ll look into it immediately.”
Apologize for the inconvenience. “I apologize for the inconvenience “Mr./Mrs./Miss/Ms. X”
“Will you be using your Credit card to settle the account? “
Finalize the method of payment, check out the folio and present the guest with his bill
copy. “Here is a copy of your receipt.”
If the guest changes the method of payment, enter the new one in the system
“I‟ll enter the new method of payment for your records.”
Print a final copy of the folio with the zero balance and present to the guest in the envelope
provided.
Ask the guest if they have vacated the room and if so, request for the room key. If not, let
them know they can drop it off at the Front Desk. “Would you be going back to your room?”
If not:
“May I please have your room key?”
“When you are ready to vacate the room, please let us know and drop your key off at the
Front Desk.”
Enquire if the guest needs any luggage assistance. If they do, obtain services of a bell
person.
“Would you be requiring any assistance with your luggage? Please allow me to get a Bell
Person to assist you.”
Thank the guest for their patronage and ask them to return again in future. Send them off
with a smile. “Thank you for staying with us. Have a safe flight. or Hope to welcome you
back again soon”
For travel agent, wholesale room rates, the master folio should not to be shown to the guest.
After the guest checks-out the signed Room Folio must be sent to the Accounting
department with the corresponding documents for billing (Credit Card, TA Vouchers, Gift
Certificates, Billing letter etc.) depending on the mode of payment. A copy to be kept for the
audit.
In times of heavy checkout, the Duty Manager or Supervisor will be present to offer and
assist guests with express checkout.

6.4.4 Paid Out
S. NO TASK ACTIVITY
Ensure all paid outs provided at the Front desk for miscellaneous purchases for the
convenience of the in-house Guests are charged and posted to the Guest‟s room account with
1 Objective
the approval of the Front Office Manager / Duty Manager as per procedure.
Paid outs are cash advances to the in-house guests. Cash Paid Outs are necessary for
2 Procedure Taxi fares, Doctor‟s fee and Stamps etc. If exceed 5000/- or after certain amount then
need approval of AFOM or EAM. If not available then Duty Manager (During Night Time).
Paid out vouchers are used for Cash Advances and should be printed via our PMS.
Ensure the additional 10% surcharge is added to the amount requested and post it in
his/her room account. Ensure to inform the guest and explain: It will be better if we don‟t
charge the surcharge to the guest???
“Mr. / Ms.……, please be informed, that we will be charging a 10% handling fee.”
Print out the Paid-out voucher from the system. The form should be filled out and
completed by the Front Desk Staff. Guest and cashier signature to be taken on the
receipt.
The Front Office Manager or Duty Manager will counter-sign the „Paid-Out Voucher‟ in
the end of each shift.
If you do not have enough cash for the paid outs, please borrow (I.O.U) the money from
the General Cashier or Duty Manager and give them a copy of the „Paid Out Voucher‟ for
reference.
Return the money to the General Cashier / Duty Manager as soon as the due back is
received from Accounting.
6.4.5 Foreign Currency Exchange
S. NO TASK ACTIVITY
All Front Desk Staff members must be well aware of handling Foreign Currency Exchange
transactions. This process must be handled efficiently and effectively to ensure 100% Guest
1 Objective
Satisfaction.
Understand that the foreign currency exchange is restricted to in-house Guests only.
2 Procedure
When Guests request for currency exchange, present the foreign currency exchange rate
to the guest prior to accepting the currency.
All currencies that are accepted by the hotel are listed with the appropriate exchange rate
at the Front Desk.
All notes should be checked by using the counterfeit money checker or cash check
machine. Ensure to handle this process discreetly.
Complete and sign the foreign exchange voucher for the guest, and request the Guest to
count and confirm by signing the amount of the foreign currency.
Carefully count the money to ensure that it is the amount stated. If it does not correspond
to the amount stated on the form, query this immediately with the guest. Do not put the
money away until this is resolved.
Place money into the cashier drawer.

Take the local currency from your cash drawer and count the exact local currency for
the Guest.
Place the local currency into the tray and hand over to the guest in a courteous manner
Request the Guest to count and sign in acknowledgement on the Foreign Exchange
receipt.
Note: Ensure to complete all counting by placing the currency on the desk (in view of the
guest but out of his reach). Ensure not to put the money in the float until the guest has signed
an agreement on the amount of cash handed over.

6.4.6 Credit Card Authorization
S. NO TASK ACTIVITY
The Front Desk staff should always ask for Guest‟s Credit Card upon checking in to establish
1 Objective Guest credit. Ensure all Guests‟ Credit Card transactions are handled discreetly.
Advance Credit Card Authorization can ensure a smooth check-out and protect the Hotel
2 Procedure from potential billing complications.
Special attention should be given to the validity/expiry date of the Credit Card and guest‟s
signature on the back of his card. Approval codes must be obtained for all Credit Card
transactions. If an approval code is already obtained for a Credit Card transaction but the
guest subsequently decides to pay in cash, the GSR must ensure the code is canceled
immediately. The Duty Manager in the end of each shift must re-check this process.
Obtain the guest Credit Card and take an imprint.
Obtain authorization code according to the length of the guest‟s stay plus incidentals.
Contact the Bank immediately in case of any difficulties in obtaining the Guest‟s Credit
Card approval.
Advise the Guest if his Card has been declined and offer other options, such as another
Credit Card, payment through cash etc.

The Night Shift Supervisor and Night Auditor must check all Guests‟ outstanding
accounts to ensure they are within the limit according to the respective Credit Card
authorizations.
If the Guest‟s balance is over the Hotel‟s credit limit, either follow up with the guest
through the telephone or in writing to request for additional authorization.(See Duty
Manager‟s High Balance Report policy for more details).
If the Guest chooses not to provide a credit or debit card at check-in, request a deposit
for the total room and tax charges plus an estimated amount (established at our hotel) to
cover incidentals.
All direct billings will be allowed only with the approval of the Accounting Department.

6.4.7 Registration Card
S. NO TASK ACTIVITY
All registration cards for arriving guests for the next day must be prepared and printed prior to
1 Objective the guest arrival. Ensure all guest‟s arrival experience is smooth, seamless with accurate
information.
The Front office supervisor will print out the next day arrivals report alphabetically.
2 Procedure
Check the printer option and condition i.e. cartridge, power etc.
Place blank hotel registration card at printer service tray.
Ensure before printing out, that the first alphabet of both the First Name and Last Name
are in capitals eg. Bobby Williams
Check if all the information on the registration card is neat and aligned professionally.
All VIPs and Regular guests must have accurate information.
Check registration card against the report before submitting to the supervisor to authorize.
Bucket the registrations cards for easy access.

6.4.8 Handling Safe Deposit Box
S. NO TASK ACTIVITY
1. To ensure all Front Desk staffs know how to handle guests when they wish to use the
Safe Deposit lockers in the Front Office.
1 Objective 2. To prevent mismanagement of the Guest lockers and prevent false guest claims.
3. To ensure 100% Guest Satisfaction Guarantee.
The Safe Deposit Boxes are available only for in-house guests - 24 hours a day access.
2 Procedure
The door leading to the Safe Deposit lockers room on the side of staff entrance must be
kept under lock and not accessible to anyone unauthorized to enter the room.
The key of Safe Deposit lockers must be handed over from shift to shift.
Master key of Safe Deposit lockers must be kept in the Duty Manager‟s float or
Cashiering float only.
Individual keys of Safe Deposit lockers must be kept under lock at all times. When not
being used by the guest, do not leave the key in the locker.
All Occupied and unoccupied Safe Deposit lockers must be inventoried at the end of

each shift. On a weekly basis a report should be sent to the FOM.
The guest‟s access door to the Safe Deposit Service booths must be locked at all times
and must be operated by an automatic control switch when the guest wishes to use the
Safe Deposit box.
When a guest wishes to access the Safe Deposit lockers room, the GSR has to identify
by checking the room number and guest name before allowing her/him to enter the Safe
Deposit box room.
GSR should take the key of the Safe Deposit box room from the float. The guest must be
requested to wait for a moment to ensure that the Safe Deposit service booth is not
occupied by another guest.
Front Desk staffs will revert to the guest by saying “Mr. / Mrs. ………., the room is
available for you. Please press the exit bell once you wish to leave the room.” Thereafter,
press the entry bell button to allow the guest have access to the Safety Box room.
There are three procedures of giving a safe deposit box to the guest.
o New Safe Deposit Box Opening Procedure:

The guest should be asked to fill up the “Safe Deposit Key Record” form with
the following information in block letter must be mentioned;
o Room number
o Guest name (Full Name)
o Period of stay
o Nationality
o Passport number
o Address
o Guest signature
o Time
Note: Please ensure that, the guest read before signing off the Form.
GSR has to recheck all details.

GSR should write down the key number, date issued, issued by etc. The guest
can then be given an empty safe deposit box for his use until the end of his
stay.
The guest is then explained how the box is used with full details. The GSR
must first explain that the box can only be opened if both the master key, which
remains with the GSR, and the guest key, are used in conjunction. It is
preferable that the GSR demonstrates the opening procedure of the box as
well.
Upon handing over the key to the guest, the Supervisor must explain to her/him
that since the keys must be used together to open the box, the guest must
keep the key safe.
The guest must also be told that if the key is lost, the only way to open the safe
would be to drill the box. In such a case, s/he will have to bear the full cost of
the drilling and replacement of the box. (A sum of cost will be fixed by the
management in order to inform the guest.
Put the safe deposit box back into the locker and ensure that, the locker is
closed and locked properly. Remove the safe deposit box key and tear off the
“Depositor‟s Receipt” for the guest and inform her/him that the receipt must be
presented to gain access again to the Safe Deposit box.

o Safe Deposit Box Access Procedure:
Each time the guest needs to access his/her safe deposit box, She/he has to
present the “Depositor‟s Receipt” with the safe deposit box key.
The GSR should check the safe deposit key record. Ensure to inform the guest
to fill out date and signature at the “Identification Card-Safe Deposit” form.
The GSR must verify the guest‟s signature against the signature on the “Safe
Deposit Key Record” form before giving access to the Safe Deposit box.
Put the safe deposit box back in the locker and ensure it is closed and locked
properly. The GSR must sign his/her name after removing the safe deposit box
key.
Ensure the safe deposit box key and “Depositor‟s Receipt” are handed back to
the guest.
o Surrender of the Box Procedure:
Ensure to check the Safe Deposit box key and “Depositor‟s Receipt”.
Inform the guest to complete signature/date in the “Surrender of Box” form.
Guest service officer must recheck and confirm with the guest again to ensure
there is nothing left in the safe deposit box. The GSR must also personally
check the box in the presence of the guest before signing the
acknowledgement on the form.
NOTE: The FOM will conduct a weekly reconciliation of the safety deposit boxes. Any
discrepancies will be passed on the Director of Security for a decision on whether to drill the box
or not. If drilling does occur, two people have to be present.
6.4.9 Upselling
S. NO TASK ACTIVITY
To ensure we maximize revenue in the Front Office at all times keeping the Guests satisfaction
1 Objective and preference in mind
The Duty Manager on every shift will go through the arrival report as to decide on the Guests
2 Procedure who will be potential for Upselling.
Upselling should be the part of each and every Front Desk team member.
Upselling should be tried with the Guests who would be ready to spend the
money.
“Welcome (back) to the (Hotel Name) Mr./Mrs./Miss “X”! How was your trip?”
After asking for the necessary documents and going over the necessary information
(reference:
Check-in script) try and upsell the room.
Upselling to a ……. room
“Mr/Mrs/Miss “X”, I see that you have booked a Superior room. May I recommend a …….
Room? Ideally located in the center of the hotel, the rooms are named after their positioning
in the atrium area. This also means that one has closer access to the elevators than many
of our other rooms. Our ……rooms are also bigger than our Deluxe rooms in size, and the
bathrooms feature a standing shower stall in addition to the standard bathtub. May I show
you an Atrium room to help make up your mind?”

Upselling to a Business Class room
“Mr/Mrs/Miss “X”, I see that you have booked a ……….. room. May I recommend the
Business Class? Located on the … and … floors, these exclusive rooms come with a host
of complimentary services and facilities, as well as access to the Business Class Lounge
located on the …. floor. This letter (hand guest a welcome letter) details the facilities our
Business Class guests are entitled to or preferably mention verbally all the add-ons with
the room e.g. laundry etc. The rooms themselves are larger than the Atrium rooms and
are tastefully styled to create a very personal atmosphere. May I show you a Business
Class Room to help you make up your mind?”
Upselling to an Executive Suite

“Mr/Mrs/Miss “X”, I see that you have booked a ……………room. May I recommend one of
our Executive Suites? Located on the …floor, each of our two roomed suites are distinctly
designed with the very latest in technology and decorated with beautiful local antiques.
The rooms also feature a luxurious ……….for guests.
If the guest is not interested in an Upsell, do not insist.

“Certainly, thank you Mr. /s……... The ……… room you have booked is also very pleasant
and one that I am sure you will enjoy.”
Proceed to normal check-in.
Proceed to rates only if the guest expresses interest.
“As per the agreement your company has with us, the ….. Room will only be INR XX more
than a ……Room
for you, which makes the total INRXX++”

6.4.10 Cash Handling
S. NO TASK ACTIVITY
Ensure all guest service staffs are handling cash transactions efficiently and accurately
1 Objective
Cashier floats needs to be counted, tallied and signed in acknowledgement in the float
2 Procedure count logbook before commencing each shift.
Cash drawer must be never left unattended and should always be kept locked. The key
must always be with the GSR in charge of the concerned float.
During any counting of the cash, the GSR must ensure to be fully attentive until the cash
is placed back in the float again.
To avoid disputes and complications, all cash payments from the guest should never be
placed in the float (cash drawer) until the transaction has been completed. Cash should
be placed within the sight of the guest however out of his reach.
On completion of the transaction, the GSR must place the cash into his/her drawer before
serving the next guest
The cashier envelope (Remittance Envelope) has to be issued after the shift audit.
Describe and breakdown the cash to be dropped in detail according to the finance format
before putting the money into the envelope.
Hand the money with the journal report to the Duty Manager to re-count before dropping

the cash envelope into the Safe.
Ensure to have a Witness present when you seal the envelope and drop the cash.
Log the record into the cash drop summary as detailed below:
o Date/Month/Year
o Time
o Staff Name
o Amount
o Signature
o Witness Signature
Note: Shortage or Overage has to be immediately reported to the Front Office Manager or
Duty Manager with a full report to be made for reference.

6.4.11 Room Change
S. NO TASK ACTIVITY
The Guest Services Staff must handle all room changes in an efficient and courteous manner.
Room changes are an inconvenience to the Guests and should be handled with great diplomacy
1 Objective
and care.
2 Procedure Ensure the new room is up to the Guest‟s satisfaction.
All physical room moves should be conducted in the presence of the guest unless
requested otherwise.
Offer assistance with packing the guests belongings for the move. Check thoroughly in
the Guest room to ensure no Guest belongings are left behind in the closet, drawer and
safety box etc.
Change the records in the computer, changing the rate if applicable.
Change the registration card and file under the new room number. Complete a room
change slip and hand to the Bell staffs to assist with the room move.
A Bell boy/Concierge must collect the new guest key from the Front Desk, take a trolley
and using the service elevators go up to the room, knock on the door and announce
“Concierge”.
When the Guest opens the door, he must greet the guest and offer assistance with
packing the guests belongings for the move or ask him if he is ready to move rooms. If he
is ready to move, the luggage is to be placed onto the trolley and before leaving, a quick
glance around the room is to be made to check to see is the guest has all his belongings
with him.
“Mr. X, just to ensure that you have all your belongings with you? Have you emptied the
El-safe?”
Move the guest to his new room, leave the trolley outside the room, open the door for the
Guests and place the luggage on the luggage rack.
Give the Guest a new guest key and request the guest for the old key back.
After the Concierge physically completes a room move, they are to inform the Front
Desk. The GSR is then to change the room in the system and change the old room status
to “Dirty Room”.
Front Desk will inform to One “Touch Service” about the room change and then OTS will
inform to all concern departments.
A copy should be forwarded to the Front Desk and Housekeeping after the room move to
avoid hassle.
Advice the Valet, Housekeeping, Laundry, In-room Dining, Spa, Concierge and PABX to
ensure all Guest services if previously booked is handled seamlessly.
Room changes / Rate changes should always have a comment explaining the reason for
the change. To avoid future disputes, ensure the guest signs in acknowledgement on the
new room rate confirmed.
Make a courtesy call after 15 minutes to the Guest to ensure he is happy with his new
room.

6.4.12 Travel Agent Voucher
S. NO TASK ACTIVITY
1 Objective Travel agents are our partners and all TA bookings have to be handled with extra care.
2 Procedure Review Guest accommodation voucher carefully upon Check-in.
Check the description, all travel agent accounts must be supported by vouchers or billing
instruction correspondences.
All incidental charges must be settled by the Guest. A method of payment must be
confirmed with the guest upon Check-in.
The room rate must be kept confidential. The Guest should never be shown the
contracted rate or the travel agent account folio. (The Guest pays to the agency a
different rate than what the agency pays the Hotel).
Obtain the travel agent voucher and billing instruction correspondence to verify that the
account has been correctly charged. If it is not, adjustments must be made immediately.
Treat the incidental account as a normal account and follow FIT Check-Out Procedure.
Once the guest has left the Front Desk, check out the travel agent folio using the
appropriate settlement key.
Attach the voucher or billing instruction correspondence to the folio and place it in the
Cash Drawer for shift balancing.
The Hotel has a list of approved Travel Agencies for voucher acceptance. No other
Travel Agencies voucher has to be accepted other than approved one (In Credit List).
This approved list will be a part of a manual that will be kept in the Front Office for easy
reference.

6.4.13 Disputes of Charges and Adjustments
S. NO TASK ACTIVITY
Ensure all Front Desk staff act efficiently and professionally to resolve disputed charges. The
Front Desk staff must be fully aware of the 100% Guest Satisfaction Guarantee, be sensitive to
1 Objective inquiries and always show concern for any error that may have been made with efficiency and
accuracy.
2 Procedure The Rebate Form must be used for all valid disputes. If the amount of the rebate exceeds
USD 10 (Approx. Rs.440), the Duty Manager‟s signature must be obtained for the
transaction to be completed. This should always be done in a timely and professional
manner.
All Front Desk staff has been empowered to resolve charges under USD 10 (Rs.440), if
questioned or denied by the Guest. All amounts in excess of USD 10 (Rs.440) must be
referred to the Duty Manager for approval.
Situations that would require adjustments are:

o When a Guest disputes a charge.
o Charges inaccurately posted; account overcharged. (The charge was previously posted,
not a same day transaction.)
o Discounts given by the Management.
When a rebate is necessary, fill out the Rebate form with the disputed amount and reason
for the adjustment. Ensure to sign clearly and date your explanation.
Obtain the supporting documents, such as the bill with the correct amount stated; copy of the
folio with the wrong charge; amendments, correspondence from Sales etc, and attach to the

Rebate form.
Duty Manager has to review and countersign on the folio.
After every shift, Rebate Vouchers / Adjusted folio are submitted to the Accounting
Department after auditing.
On occasion, Guests may dispute a charge(s) (personal bar, telephone, laundry, etc.) that
have been posted to their Account. In all cases the Front Desk must make every attempt to
resolve the disputed charge immediately and to the satisfaction of the Guest.
o If a guest disputes a charge appearing on the folio, the Front Desk Staff must attempt
to explain what the charge is for and present the supporting documents to the guest.
o If the Guest continues to dispute the charge and it is less than USD 10 (Rs.440), the
charge should be taken off from the guest‟s account.
o All Rebate Voucher / Folio needs to be completed and signed by the Duty Manager.
o Apologize to the Guest for the error and any inconvenience it may have caused.
o The Rebate Voucher / Folio should be attached to the Guest‟s folio.
o If the disputed charge is in excess of USD 25 (Rs.1100), the Duty Manager must
inform the Front Office Manager before passing the rebate. Should look into that.
o All folio adjustments will be reviewed by the Management.
o All Rebate forms must be presented to the FOM for his/her signature by the
Accounting Department.

6.4.14 Differently Abled Guests
S. NO TASK ACTIVITY
Ensure all Differently-abled Guests are handled with care and great sensitivity in order to make
1 Objective them comfortable.
2 Procedure All operational departments must be aware when a Differently-abled Guest is in-house to
ensure sensitive service including special care in case of emergencies. Those would fall
under this category would be Guests confined to a wheel chair or who require assistance
in moving; Guests who are hard of hearing, Guests who have impaired vision etc. The
communication to all the departments would be done by the Security Manager/ Duty
Manager or shift.
Reservations must make a special needs note in the PMS clearly indicating the Guest‟s
challenges. If a wheelchair is required, this has to be clearly stated in the PMS for follow
up. (Using Trace Option)
Always pre-assign accessible rooms when a reservation is made to ensure its availability.
If all accessible rooms are reserved and the hotel cannot accommodate a physically
challenged guest, provide assistance to locate an alternative hotel to meet the guest‟s
needs.
Special Service codes are to be used to identify the Reservation. Executive Office needs
to be kept informed. The Duty Manager must prepare for the Differently-abled Guests
prior to their arrival and ensure a seamless check-in.

The Housekeeping Floor Supervisor and Room Attendant have to be made aware of the
Differently-abled Guests on their floor so as to ensure extra thoughtful care for the room,
keeping the Guest‟s challenges in mind.
All departments are to ensure discreet assistance is given to such guests with regards to
their comfort and safety at the hotel.
Consult legal counsel or other appropriate persons for compliance issues.
All disabled Guests will be escorted to their room no matter what.
The Executive Housekeeper will make personal contact with all such Guests to ascertain
any additional special requirements.
The Telephone Operator, Security, Housekeeping and Room Service must be notified of
all registered Differently-abled Guests in the Hotel.
Comply with local regulations regarding transportation, auxiliary aids and services.
Note which Guests have disabilities and flag their rooms at the Front Desk. This is in
case an emergency evacuation is necessary.
All staffs must be trained on the operation of wheelchair lifts and special disabled
equipment handling.
Accessible rooms are held as “last sell” to ensure availability should a person with a
disability arrive unexpectedly.

Blind Guests:
o Talk the guest through the
reservation. Deaf Guests:
o Be familiar with the required equipment (TDD machine, etc.).
o Confirm with the guest if She/he requires use of any of this equipment.
o Closed caption on television and DVDs.
Do not gossip about a Guest‟s disability or offer assistance when not requested.

6.4.15 Gift Certificates
S. NO TASK ACTIVITY
The hote; corporate issued gift certificates will be accepted as a valid form of payment for Guest
1 Objective accounts. Hotels may issue their own gift certificates as well. The EAM or Front Office Manager
will ensure that all gift certificates are properly handled.
2 Procedure Gift certificates should be carefully read as to be clear as to what services are included.
All certificates should have an expiry date and number.
For queries regarding specific corporate issued gift certificates consult the Radisson
Hotels & Resorts Promotional Catalogue / Sales & Marketing.
At check-in the gift certificate (Original One) must be requested from the guest by Front
Desk Staff and attached to the guest registration card. The gift certificate will be traced
for settlement in the guest services trace file, on the day of departure.
Credit must be established at check-in to cover all incidental charges.
The Guest must settle all charges not covered by the gift certificate at the time of
checkout. Gift certificates should be closed out to the appropriate house account or city
ledger account
Unless the certificate states otherwise, when a Guest spends less than the stated value
of the gift certificate, a new gift certificate should not be issued for the difference.

6.4.16 Threat Condition
S. NO TASK ACTIVITY
To bring about a standardized „security procedure‟ thereby ensuring safety of Hotel Property,
1 Objective Associates and Guests keeping in mind safety as our first priority.
2 Procedure o For Threat Condition….

Upon check in, if the Guest is a foreigner, a passport is the mode of identification, which
should be asked at the front desk and for an Indian guest any identity which is
Government approved, is essential.
Photography and Camera shooting in the Lobby or any place of the hotel is strictly
prohibited unless appropriate instructions from the Public relations authority.
While storing of luggage, the Security department screens through the luggage for safety
reasons.
Any suspicious items or articles found in the lobby which do not belong to any guest
should be reported to the Duty Manager and also the Security department for appropriate
measures to be taken.

6.4.17 Room Blocking, Pre- Registration & Special Packages
S. NO TASK ACTIVITY
The front office department will ensure that all guest‟s special requests and reserved room types
1 Objective are honored. When necessary, specific rooms should be blocked in advance. The guests on
special package programs must have pre-blocked, pre-registered rooms.
2 Procedure Reservations will hand over the next day‟s correspondences to the Front Desk. This
correspondence will be further checked to ensure all details have been put into OPERA.
How it‟s going to be helpful & effective in busy period???
All details are checked in the system before the room is allocated
Housekeeping must be notified early in the day to coordinate the cleaning of rooms for
special requests.
Special requests have to be adhered to when blocking rooms for the guests, by
looking into the Guest Profile and History. Non Smoking Rooms should be blocked
for guests requesting Non Smoking Rooms. Repeat guests should have the same
room as previous stays or to their specific preference if any has been mentioned
on earlier visits. Persons travelling together from the same company should have
rooms as close to each other as possible unless requested otherwise. Guest
requests (cribs, extra bed, and guest amenity) when necessary, should be blocked
early on the day of arrival
Suite/ Accessible and any special requests bookings should be blocked by Reservation
prior to confirming.

Guaranteed Late Check-out rooms would be monitored closely, and Housekeeping

should be informed in advance. Ensure key expiring date & time has been adjusted for
keys and in PMS.
If any Special Request or Amenities (e.g. Flowers. Fruits, etc) are to be placed in the
room, this should be ordered a day in advance and the departments responsible for
placing them in the room informed. An alert should also be set so that room moves are
minimal and the respective departments informed to make the respective changes.
All Guests who have been guaranteed early Check-ins or who have Pre-Registered
bookings should have appropriate rooms blocked for them and should be checked into
the system from the day of their reservation (a day before their physical Check-In).
General aspects like blocking a King Room for a Honeymoon Couple, a Twin room for
two men travelling together or a family (of 4), or room close to the Elevator for Senior
Citizens, Single Lady
Traveler etc. should be taken into account while blocking rooms.
Floors or sections would be blocked for Groups, Tours and Conventions, as much as
possible.
Blocking should be kept to a minimum. Excessive blocking is a burden to the

Housekeeping Department additionally it reduces the Guest Service Staff‟s flexibility
during room assignment.
Rooms blocked for VIP‟s should be pre-registered, pre-keyed and communicated to the

Housekeeping Department for VIP inspection or check-in.
The Front Office Manager / Duty Manager will ensure that guests on package rates have
all necessary elements of the package (i.e. coupons and tickets) are prepared prior to
guest arrival??? Front desk shift in-charge or supervisor of the afternoon shift will do it
along with other reports and duty manager will be available for any assistance???
During a guest requested PR booking check-in due to early arrival, the GSR must inform
her/him that s/he has a Pre-Registered booking, and the room has been held for him from
the previous night and therefore he would be charged from the previous night. Remove
*PR* from the profile when keys to the room are given to the guest. ( Normal Check-in
policy must be followed in the next step)
A summary of the rooms that need to be included for blocking are:

VIPs
Special attention
Early arrivals
Special requests
Rooms with amenities
Accessible
Repeat Guests rooms
Groups
Groups may require pre-registration after room assigned in advance. The Sales
Department should make these arrangements prior to arrival and pre-registration needs
should be outlined in the Group resume‟.

All groups arriving via bus should be pre-registered and pre-keyed to expedite their
check-in process. The sales person should provide adequate credit information and have
sufficient communication with the group contact prior to arrival to enable these groups to
receive professional service.
All Front Desk staffs will be fully trained and knowledgeable to professionally explain
package elements to the guest on check-in.

6.4.18 Travellers Check
S. NO TASK ACTIVITY
1 Objective Ensure all Front Desk staffs handle the cashing of the Guest‟s Travelers Cheques efficiently.
2 Procedure Guest has to countersign the Traveler Cheques in the presence of the GSR. Ensure to
request the guest to countersign the Traveler Cheques before beginning the process.
Cross check the signature and verify that the signature matches the pre-signed one.
Count and verify with the guest to reconfirm the amount (To avoid later disputes, do not
put the Travelers Cheques into your cash draw)
Guest‟s Passport is required as proof, for the signature.
Obtain cash from your „float‟, count it very carefully and hand it over to guest along with
the receipt.
Ask the guest to verify the cash.
If there seems to be something wrong with the Traveler Cheques, please contact the
Duty Manager immediately.
Print out the form from PMS

6.4.19 Issuing Keys
S. NO TASK ACTIVITY
The safety and security of the guests must be protected at all times. Front Desk Staff will not
1 Objective announce room numbers or issue additional keys to guestrooms without proper guest
identification.
2 Procedure Upon check-in indicate the Guest‟s room number on the key packet. Do not announce
the room number verbally.
Issue only as many keys as required for the number of Guests registered in the room. It‟s
better to ask “How many keys would you like for your room?”
Guests requesting a duplicate key must provide appropriate picture identification.
Without written approval from the registered Guest, visitors will not be given access to the
Guestroom.
Key packets should only have the Guest room number and name on them.
Room attendants/Bellmen should not give Guests access to their room if they claim they
have lost their keys. They should be asked to return to the Front Desk to obtain another
key.
If a Guest walks into a room while it is being cleaned, the room attendant should politely
request the Guest to verify that they are registered to the room. (Refer to HK SOP)

6.4.20 Express Check-Out
S. NO TASK ACTIVITY
It is part of our brand standards to offer Express Check–out to enhance the Guest experience at
1 Objective our Hotels. This service will be available to all Guests that have checked into the hotel using a
valid credit card guarantee or who have been approved for direct billing.
2 Procedure All Guests using a valid credit card with proper authorization will be eligible for the
Express check out service.
Each Guest eligible will have their bill printed by the Guest service staff (evening shift)
and delivered to their room before 2000hrs on the previous evening of their scheduled
departure.
Deliver the Guest bill in an appropriate folder. For security reasons, slide the packet
completely inside the Guest‟s room. Include instructions on how the Guest can utilize the
service.
Upon departure, Guest will need to dial “0” and notify the hotel operator that they are
leaving the hotel; the hotel operator must notify the GSA who in turn will check out the
guest.
Ensure all bills and registration card is prepared and ready for the Accounting department
Any charges incurred after the printing of their bill will be added to their credit card. The
Front Office Supervisor or other designated employee will mail the guest a copy of their
adjusted bill prior to the end of their shift. Guest folio should be sent out no later than 24

hours after the Guest has checked out.

Express departure service via an in-room video service will be provided if available.
In busy hotels we must actively promote express check out in the lobby, for Guests
waiting to depart.
It is advisable to have the Express check out Box in the Lobby.

6.4.21 Club Carlson Program
S. NO TASK ACTIVITY
Club Carlson program is the loyalty program of Carlson Rezidor Hotel Worldwide and it is the
1 Objective responsibility of the Front Office Manager to ensure that his/her staff understands the brand
loyalty program (Club Carlson) and implements the program correctly.
2 Procedure The Club Carlson Program is designed to identify and reward Guests who have the
potential to be advocates for the Carlson brand. The program rewards Guests for their
loyalty with points and miles.
Members can earn and redeem Points with Carlson Hotels (More than 1,500 participating
locations worldwide.)
Club Carlson program is a unique loyalty program that offers our Guests the option to
choose either reward points or airline miles for their stays.
Ensure all Frontline employees are trained in the customer benefits of Club Carlson
program and understand how to enroll and redeem rewards certificates.
The hotel will prominently display all point-of-sale material at the Front Desk for the
enrolment of new members‟.
All employees will proactively enroll guests into the program. The goal of Club Carlson
enrolment will be set by Rooms Management.

6.4.22 Upgrading a Guest
S. NO TASK ACTIVITY
It is the policy of the hotel, to actively manage the upgrading of guest. All guests who have been
1 Objective upgraded must be advised along with the rate confirmed at check in.
2 Procedure An upgrade can occur when a guest occupies a room or suite of a higher rate than the
rate actually paid by the guest. In effect the hotel loses revenue due to not being able to
sell the room or suite at its rack rate.
Upgrades due to high occupancy occur when a room type reserved is not available and
the Front Desk Agent offers the guest the next higher category. Upgrades should only
happen during peak season. It is the responsibility of all Front Office staff to sell rooms
according to room types available for sale.
Guests who are upgraded due to high occupancy should be for the full length of stay in
order to minimize inconvenience to them. In such cases as the guest is upgraded due to
high occupancy into a suite then the guest may need to be room changed on the second
night should the room be required for an arrival. This must be advised to the guest at
check in, traced for action on the following day.
Upgrades may be offered by GSA‟s at the front desk depending on the situation and the
same may be informed to the DM on shift citing reasons for the upgrade.
Should the hotel be short of rooms, the Front Office Manager shall every morning, decide
on which guests should be upgraded. Preference lays with VIP‟s, Carlson‟s Members,
One Night Stay and Preference Members.

The Front Office Manager may upgrade a guest in order to pick up a reservation to fill
the house, which otherwise would go vacant.
All upgrades must be authorized who has authorized the upgrade and why on the
comments line, i.e. upgrade per General Manager or FOM.

6.4.23 Advance Deposits
S. NO TASK ACTIVITY
Advance deposits on reservations at the hotel are always acceptable and even desirable
1 Objective payment method for all bookings.
2 Procedure Personal Cheques – No counter cheques (cheques without a name imprinted by the bank),
third party cheques or cheques drawn on foreign banks (except Canada in the US and US in
Canada) are accepted. For advance deposit payments, all personal cheques require ten
working days for clearance.
All cheques received less than ten days before arrival should be forwarded to the attention of
the Controller or the Assistant Controller. Possible actions:
Call the bank to confirm whether the cheque is good.
If a local bank, the cheque should be replaced by a cashier‟s cheque.
Notify guest and hold cheque for arrival; the guest must then use other means of settlement.
Certified Cheques – Bank drafts and cashier‟s checks are acceptable if they are made
payable to either the hotel or to the client and endorsed to the hotel.
Credit Cards – Through normal credit card authorization procedures.
Cash payments:
Rooms Advance Deposits:
Advance deposits for Guestrooms must be posted through the Front Desk (PMS) and
receipts issued to the Guests.

Catering and Sales advance deposits:

Advance deposits for catering functions and sales meetings are posted to the client‟s
account upon receipt by the credit manager. Once the credit manager receives a direct
payment by mail or otherwise, She/he sets up an appropriate account and notifies Catering
and/or Sales of receipt of the deposit. A copy of the Advance Deposit receipt is forwarded to
the appropriate department(s) for inclusion in the client file. If a deposit is not received in
time, the credit manager will notify Catering and/or Sales for further follow-up.
Refund Policy, Guest Rooms and Catering

In instances where a prepaid catering function should have a credit balance remaining when
the event has been completed, the customer will be informed that a refund will be processed
through the Accounting department as soon as possible. The Accounts Receivable Clerk will
then complete a check request for approval, attaching documentation of both payments and
charges. After approval is obtained, the request will be forwarded to the Accounts Payable
Clerk. In the event the customer within the cancellation guidelines cancels the function, a full
refund will be made. The cheque request for the refund will be initiated by the Catering
Manager, approved by the Director of Catering and forwarded to the Credit Manager for
verification.
The Credit Manger will submit the cheque request for refund to the Controller for approval,
after which Accounts Payable will process a cheque, which must be mailed to the customer
within seven working days.
Non-Refundable Deposit – At the time of confirmation, the Rooms, Catering and Sales
departments may require a non-refundable deposit. When such a deposit drops to “Did not
arrive”, it should then be posted as Miscellaneous Income.

6.4.24 Amenities & Facilities for VIP Guests
S. NO TASK ACTIVITY
1 Objective To ensure exceptional services for our VIP Guests

nd rd th th th th th
2 Procedure Repeat Guests (2 ,3 ,5 ,10 ,20 ,30 and 50 ), Potential discerning Guests, Guests
with previous complaint will be treated as
VIP: 1
CEOs, Top company Executives, Top Government Officials, Carlson Gold members,
Commercially important Guest, Long stayers (15 days+) will be treated as
VIP: 2
Heads of state, Vice presidents, Ambassadors, Celebrities, Carlson Concierge

members will be treated as
VIP: 3

Single Lady Traveller would be treated as VIP 3 and would have amenities which would
be called as

6.4.25 Arrival/ Guests Interaction
S. NO TASK ACTIVITY
To ensure the Check and Guests interaction is healthy, efficient and adds a WOW effect to the
1 Objective Guest‟s journey.
2 Procedure Guests will be offered curbside check-in when using hotel limousine. The curbside check-
in will be auctioned by the hotel and the registration card will be completed in room.
Guests will not queue on check in. Check in time will take no more than 5 minutes.
Reception staff will not answer phones while dealing with guests at the desk. The face to
face contact must be priority. (Phones are to be forwarded to the “One touch”). Should
the Guest like to speak to the front desk, the line to be transferred and only if the Agent is
free, the line to be released by informing who is on line.
Phones are to be on non-ring with „light only‟ indicators at the front desk. If talking to the
guest, kindly excuse yourself for a moment and take the call. Acknowledge the call and
ask to put on hold if required.
Guest names will be verified before any extra key is given.
No additional keys are given out unless name is checked against registered name, guest
confirms check out date and room number and photo identity is provided.
If guest does not have any luggage the reception escort is to complete the rooming as
per standards of “Bellman or Room Escort”.

For Guests checking in at the front desk, the GSA should wish the Guest a pleasant
stay and should offer himself as a point of contact should the Guest require any further
assistance.
Currency exchange board to be visible at the Front Desk/Cashiering Area. Rate must
not be more than 2% from bank rate.
Families with children will be given extra attention shown to children by way of a
welcome candy or gift.
Group desks may not be set up in hotel‟s main lobby. The pre function area should be
used for the same.

6.4.26 Arrival & Reception
S. NO TASK ACTIVITY
Create a hospitable first impression for all Guests of the hotel.
1 Objective
2 Procedure Provide 24 hours day coverage at the Front Door, (concierge) Front Desk, and Cashier
Station.
The hotel should have a warm and welcoming atmosphere. Employees should smile,
make eye contact, and acknowledge all guests. They will personally welcome the Guest
to the hotel.
Guests will be greeted immediately on arrival with eye-contact and a smile. After a car
pulls up and once has stopped, open the passenger door and say “Welcome to (Hotel
name)”. Help the Guest from the car if necessary (i.e. elderly, people with large handheld
packages).
If the Guest is checking in, find out his name and take him to the Front Desk and
introduce them to the Guest Service Agent. If the Guest is just using the facilities, direct
them to where they wish to go.
Guests are greeted warmly and sincerely as soon as they approach the Front Desk. No
Guest is to wait in line for more than 60 seconds without being acknowledged.
All Guests are addressed by surname when learned.

From curbside arrival to check-in and checkout, services for Guests are caring, expedient
and efficient to meet standards as specified.
When making Guest contact, employees are personally attired, in well-fitting uniforms
and neatly groomed with appropriate shoes. Female employees have appropriate make-
up and jewelry. Professional demeanor is a must for all employees.
Hotel public areas should create ambiance and a peaceful atmosphere. They should be
decorated with distinctive floral pieces.
Housekeeping and engineering maintenance are of the highest quality throughout the
building in order to create proper ambiance and Good safety issues.
Excellent security services must be provided for Guests and employees.
To each arriving guest:
Make eye contact, smile and welcome the Guest to the hotel.
Ask for the Guest‟s name.
Confirm dates of stay.
Confirm a preference for a smoking or non-smoking room.
Confirm room type and rate offer brief description of room.
Establish credit.
Inquire as to the number of keys desired.
Deliver all pre-arrival messages and faxes.
If Guest is a VIP:

Room must be pre-blocked.

A VIP guest must be greeted and escorted to his/her room by the Hotel
Assistant Manager.
If Guest is a return guest:
Room must be pre-blocked.

Signature/credit information is not required upon registration for return Guests with a
credit card number on file.
Have a currency exchange board at the Front Desk/Cashier Station.
Make sure Guests are aware that safety deposit boxes are available to
them. Offer Guest assistance with luggage.
The receptionist will come out from behind the desk to give the guest their rooming
booklet. If a return Guest declines a room escort, they will be partially escorted to the
elevators.

6.4.27 Check In – Out Time
S. NO TASK ACTIVITY
The hotel maintains a standardized checkout time of 12:00 midday and a quoted check-in time
of 2:00 pm, with the exception of approved corporate programs or specials. Late Check-out
1800 hrs. or early Check-in.
1 Objective In accordance with the hotel policy, make every effort to accommodate any special guest
request. Accommodate the guest‟s request if it is possible to extend the check-in or checkout
hour without undue expense to the hotel.
2 Procedure When late checkout is requested always listen to the guest‟s request first. Regardless of
occupancy, always be flexible by at least one hour (until 1:00 pm).
Check the room to see if it is blocked for an arrival that day. If so, an alternate option
such as luggage storage and use of the Fitness Center may be required.
Always update a late departure time in the Opera field for a late check-out time. This
ensures all departments are aware and will not disturb the guest with inquires of
departure.
One half-day charge should generally be applied with check-out between 6:00 pm – 9:00
pm. After 9:00 pm, a full day‟s charge applies.
Note agreed upon charges in comments field of reservation to inform later shifts of
appropriate charges.

If the guest arrives early and the room is not ready, the guest should be given an
accurate estimate of the time the room will be ready. The guest will then be escorted to a
comfortable lounge and offered a complimentary beverage.
Other alternatives that can be offered to guests while they are waiting for their room
include the offer of the Guest Lounge/Health Club to change and freshen.
Offer the Business Center.
Offer the use of a temporary room, if the room type reserved is not available. Telephone
and concierge should be notified of the guest‟s location, to ensure proper handling of
guest‟s calls and messages.
Whenever the room is not ready after a published check-in time, the guest must receive a
personal apology and amenity from management. It also should be recorded as a Guest
Complaint/Issue
o Front office management must manage all “rooms not ready” until resolved.

6.4.28 Complimentary Rooms
S. NO TASK ACTIVITY
1 Objective To ensure good control on complimentary room bookings are kept at all times.
2 Procedure Only the General Manager or (EAM - in absence of GM) can authorize complimentary
rooms.
The room should be allocated as per the availability prior to the Guest‟s scheduled check-
in time. Alerts should be set to remind the GSR doing the check-in that the stay is
complimentary. A separate alert should be set for anything else that is inclusive with the
room such as meals etc.
Mention to the Guests about the facilities included in the rate if applicable.
Before handing over the complimentary room key, the GSR should check in the exact
billing detail that has been authorized.
The Complimentary form signed by the authorized person should be attached to the Reg.
card after Check-in.

6.4.29 Credit Limit Procedure
S. NO TASK ACTIVITY
To ensure a proper control on the Guest account and avoid High Balance without affecting
1 Objective Guest service.
2 Procedure A credit limit report is issued by the Accounts Department every 2-3 days. The rooms that
require additional authorization are marked out by accounts. The Front Desk will cross
check the list with the system.
The Guest room against which an additional pre-authorization is required is sent a credit
letter stating the following
“Dear Mr./Mrs./Miss “X”,
We hope your stay with us has been comfortable and pleasant and that our team has
been consistently assisting you with their “Yes I Can” attitude.
We enclose herewith your account to date. As this now exceeds the pre-authorization
amount taken on your credit card when you checked in, we would appreciate if you could
come to the Front Desk and authorize us to take additional funds on your credit card.
However if you are unable to come to the Front Desk, we do understand that it is due to
your busy schedule, and to avoid further inconveniencing you, we will automatically take
the second pre-authorization after 24 hours.
Please contact me at extension 8109 for any further assistances or clarifications and I
would be happy to be of service to you.

We again wish you an enjoyable stay.
Thank you for your kind understanding
Warm Regards
o The Guest‟s current bill, along with the credit letter is then prepared by the Front
Desk, and handed over to the Concierge to be sent to the rooms.
If the Guest does not come to the Front Desk, she/he must be charged as stated in the
letter using the credit card information we have. However, it is still necessary to inform
the guest after taking an additional pre –authorization.

6.4.30 Room Day
S. NO TASK ACTIVITY
To ensure proper charge for all the Guests according to check in time is followed which would
1 Objective facilitate appropriate accounting control.
2 Procedure Charge all the Guests who register prior to 0600hrs the rate for the entire night.
From 1200hrs -1800hrs should be charged a half a day‟s room rate.
All late check outs after 1800hrs should be charged full day‟s charge.
Any variations from this should be discussed with the Duty Manager.

6.4.31 Departure Control
S. NO TASK ACTIVITY
To ensure a proper departure control is maintained by the front desk to ensure a smooth
1 Objective checkout experience for all our Guests.
The folio of the Guest departing the next day is cleaned and all dockets etc rechecked.
2 Procedure All potential rebates are done. All postings are rechecked and any system errors are
rectified.
A Departure list is printed for the following day from Opera.
All Guests who are checking out must receive a copy of their bill (folio) prior to their
departure. Folios are printed by the Front Desk and handed over to the Business Center
to be sent to the guest rooms.
The Business Center puts the bills along with a departure letter in an envelope and hands
them over to the Concierge for distribution to the Guest rooms.
The Concierge distributes all the letters to the Guest rooms accordingly before 2000hrs.
Between 1800 and 2030hrs, the Guests are called in their rooms and their departure
times are confirmed. At the same time, the Guests are asked regarding their transfer to
the airport for the next day. Offer to make arrangements for them and make sure the
correct time is provided to the Travel Desk. Use Departure control spiel.
On the day of the departure, the guests that were not spoken to the previous evening are
called after 0900hrs to ask them for their departure details. The Guests must be
reminded that the normal check out time is at 1200hrs.
o If rooms are available, a late Check-out may be offered. Guests must be
reminded of the following
  Late Check-Out charge after 1800hrs incurs a half day charge

 Late Check-Out charge after 2100hrs incurs a full day charge

6.4.32 Doctor on Call
S. NO TASK ACTIVITY
To ensure all Guests receive proper medical care whenever they need.
1 Objective
If a Guest requires a doctor, the Duty Manager has to immediately call for the Doctor.
2 Procedure
The Duty Manager will meet the Doctor on arrival and escort the doctor to the Guest
room. The doctor should carry with him his medical/first aid box. A car should be sent to
pick up the Doctor, if required. The Guest should be informed about the doctor‟s fee prior
to calling the Doctor.
The doctor may give the Guest a prescription. However, the medication should not be
provided by the hotel. A car must be arranged to go and purchase the medication for the
Guest from an outside pharmacy. Must inform the charges of car (if any) to the guest in
prior.
When the doctor is requested to come, a charge of Rs……++ “Doctors Fee” must be
charged and posted to the Guest room folio under “doctor‟s fee”.
A paid-out should be cut for the doctor‟s fee and the cost of the medication purchased
and the complete amount posted in the Guest folio.

6.4.33 F&B Dockets
S. NO TASK ACTIVITY
To ensure controls and avoid any discrepancies in the guest Accounts
1 Objective
Food and Beverage
2 Procedure o Every Food and Beverage outlet should separate the dockets and hand over the
signed dockets to Front Office in an envelope.
The second set of dockets must be sealed in an envelope and dropped for the Night
Auditor in the Accounts Draw.
Both envelopes must have the total number of dockets in the envelope written on top of
the envelope. The Front Office when taking their set must quickly count off the number
of dockets to match the number written on the envelope by the Food and Beverage.
Front Office
o The Front Office on signing for the dockets on the envelope will attach the
dockets to the correct registration card and bucket the dockets accordingly.
Each shift supervisor will be responsible to do a proper bucket check in order to

maintain a proper control and ensure all the registration cards, Guest folio and
supporting dockets etc are in the right order.
During check out, in the case where the Guest pays for the bills, the dockets, on request,
should be handed over to the guest with the copy of his folio and his credit card receipt.

If the Guest does not require the dockets, it must then be attached to the registration
card, the reservations supporting documents and filed.
During check out, where the billing instruction is direct billing, the supporting dockets with
the registration card, copy of the signed folio and the company letter is attached and
dropped to the Accounts department to process the payment through the company.

6.4.34 Reservation From Front Desk
S. NO TASK ACTIVITY
Front desk staff has the responsibility to handle incoming reservations calls when the
Reservations office is closed. Properly trained Front Desk staff processes inquiries, reservations
1 Objective
changes, and new reservations.
The Reservations department is never closed.

2 Procedure
All Guest Service Agents are cross-trained in reservations and how to properly book
reservations.
Any inquiries that require the attention of the Reservations Manager or an agent are offered
a return call during regular business hours. All information gained during the initial call is
included in the message so the guest will not be required to repeat information.
The Reservations department the next day should check reservations taken by Guest
Service Agents at the desk, to ensure the information is accurate.
If the Guest Service Agent if busy with a guest, when a call comes through for a reservation,
She/he should offer to take the caller‟s number and give a realistic time as to when they will
call them back. Guests are not to be asked to hold in such situations.

6.4.35 Front of the house
S. NO TASK ACTIVITY
To create a perfect first impression in front of all our Guests as it is very important as Front
1 Objective Office is the first point of contact for the Guests.
Management and staffing levels are appropriate for the level of business. During crunch
2 Procedure periods, there is to be sufficient presence and reaction by both management and staff.
Public Areas
All public areas are to be noted for their sense of smell and ambience through for
instance the extensive use of exquisite fresh cut floral displays.
No silk or artificial flower arrangements are permitted.
All public areas are always “welcoming”, well maintained and free of litter.
Public restrooms are well stocked and maintained at all times.
Paper towel may only be used in high volume Banquet washrooms and in tasteful bench
top presentation. No wall mounted dispensers.
Soap dispensers are to be properly maintained.
Signage is in good condition and visible.
Carpets are not soiled or stained and are always in good condition (no “patching” visible).

Live music suitable to the local environment (hours dependant on business needs) or
for 8 hours a day.
Lobby level elevator foyer to have attendant coverage from 8:00 am to 10:00 pm
daily. Appropriate background music system in various public and outlet locations.
All music selection must be made by a specialist company and volume must be set
appropriately.
Lighting is always set by a specialist at predetermined levels suitable to location and the
time of the day.
Placement of furnishings is predetermined and maintained in or returned to original

setting.

6.4.36 Guest Complaint
S. NO TASK ACTIVITY
The hotel responds promptly and effectively to all Guest complaints and requests. Many Guest
concerns are brought to the Front Desk staff. Often a Guest‟s complaint or request does not
directly relate to the responsibilities of the Front Office. Each contact with a Guest gives us an
1 Objective opportunity to know their experience. The proper and expedient handling of Guest complaints is
an integral part of the service difference at the hotel. A successful resolution of a Guest
complaint can often mean a customer for life.
Listen to all Guest comments regardless of the area of the hotel it concerns. Give the
2 Procedure guest the chance to express their feelings. Do not interrupt them and avoid giving an
explanation or pointing out the facts.
Always exhibit a highly visible and unique character of service that differentiates the hotel
from other hotels. Never take complaints personally, it would not matter who was
standing in front of them, their feelings would be the same.
Document the complaint. Maintain eye contact and express concern with the situation.
Use the Guest‟s name. Do not make excuses. If the complaint has a factual base, explain
and clarify the situation. Ensure that the complaint is passed on to a manager who will
follow through on obtaining resolution and/or communication of the problem with
appropriate departments. Apologize and thank the guest for taking the time to alert us
of the shortcoming. Do not promise anything you cannot deliver.
Guest Recognition and Rapid Recovery Report (GRRRR) – Each hotel may create its
own terminology for this report. The Guest Recognition and Rapid Recovery Report
communicate a situation when a guest has been inconvenienced or we have not met a
guest‟s expectations. It is a means of identifying potential problem issues, improving

service and recovering guest satisfaction.
Goals of the GRRRR
o To recognize a Guest complaint throughout the hotel and recover the guest‟s
satisfaction rapidly. In so doing, all departments should be prepared to provide the
Guest with special attention and care.
o To provide accurate details for entry into the Guest profile in Fidelio by the guest
historian to ensure recognition/awareness for future stays.
o To provide each department with records for tracking and retraining so we do not
make the same mistake more than once.
o To communicate necessary follow-up or the status of follow-up underway (i.e.

amenities delivered or apology letter written, etc.).
Who initiates a GRRRR
Any staff member who receives a complaint or observes a lapse in service quality is
expected
To complete a GRRRR. Staff members who have access to e-mail should
immediately draft a
GRRRR and e-mail it to the GRRRR distribution list.
o For any staff member who does not have access to e-mail, She/he should
complete a pre-
Printed GRRRR form, copy it and distribute it to all the mailboxes in the

mailroom
What Should be Reported
o Guest name, address, phone number, room number, and arrival and departure
dates.
o Staff member and department reporting GRRRR.
o The name of the MOD to whom the GRRRR was communicated.
o Detailed description of occurrence to include circumstances leading up to and
resulting in the GRRRR.
o Action taken to resolve GRRRR‟s, e.g. verbal/written apology, rebate, room
move, and comp‟d items, etc.
o Total cost of the corrective action.
o A description of the Guest‟s
temperament. GRRRR Writing Etiquette
o Be concise but provide well researched notes.
o Do not sensationalize
o Be careful when naming employees. (It may be helpful sometimes to name
employees in
 certain situations that they have handled well. Otherwise, if it is not
essential to do so, avoid the same.)
o Reread your GRRRR for accuracy and use spell check.
o Always use “reply to all” when reporting follow-up on e-
mail. Who enters the GRRRR into e-mail
o The GRRRR should be entered into the system immediately, regardless of

whether full follow- up and recovery has been achieved, thus informing fellow
departments to handle the Guest with care.
o When a staff member completes a pre-printed GRRRR from, the Department

Head or
 Assistant Guest Service Manager should enter the GRRRR into e-mail.
 The management of
each department must ensure that training occurs to ensure an adequate number of
staff on each shift is capable of e-mailing GRRRR‟s.

Who Receives the GRRRR
o The GRRRR committee consists of:
  General Manager
 Executive Committee
 Department Heads
 Assistant Department Heads
 Night Manager It is essential to include the Night Manager on every
 GRRRR and follow-up update.
The Night Manager will ensure that every guest who has had a GRRRR issue has a
departure note on the Fidelio check-out screen. This note allows the GSR to know that
a problem occurred during the guest‟s stay and to check to see that satisfaction has
been recovered since the incident. Additionally, all guests who have had more severe
GRRRRs will be met by the Assistant Guest Service Manager to ensure that they
depart satisfied.


 Management Responsibilities
o Each Department Manager is responsible for ensuring GRRRR procedures are
quickly, accurately, and thoroughly followed. They should include details on how
recovery is achieved or what should be done to resolve the situation.

o The Assistant Guest Service Managers are the GRRRR coordinators and from shift to
shift are responsible for ensuring all “outstanding” GRRRRs are followed through,
working with Department Heads as necessary and briefing the General Manager,
Executive Committee, and appropriate Department Heads of final resolution and
guest feedback.
GRRRR History
GRRRR‟s will be maintained in a “GRRRR Master”. The Assistant Guest Service

Managers will be responsible for maintaining and editing the file. These records will be
kept permanently.
o A GRRRR summary report will be compiled and distributed each month.
o No GRRRRs are to be deleted under any circumstances.

o Please note that the first transmission of a GRRRR may not be the last. A follow-up
may be in
progress, therefore check carefully to see that the most current
transmission is filed.
o The Assistant Guest Service Managers will ensure all GRRRRs are entered into the
Guest‟s
 profile in Fidelio.

6.4.37 Guest History
S. NO TASK ACTIVITY
As part of our commitment to providing our Guests with the ultimate in comfort and service, we
1 Objective must compile as much information as possible about each Guest who stays with the hotel. Our
guest history is maintained in Opera, our PMS system.
Information about Guests will be input into Profiles using the Remarks option. As staff interacts
2 Procedure with Guests, each at some point will get information that will need to be entered into Guest
History. Anyone can enter this information but here are standards and formats to follow when
doing so. (The information can be anniversaries, birthdays, room and food preferences and
requests, and complaints and problems.)
There are six categories under which information will be entered about guests. They are
Title, Rooms, F&B, Special Occasions, Miscellaneous and Guest Complaints.
TITLE – Job title of the Guest, e.g. Director of Information Systems.
ROOMS – Information concerning the Guest‟s room preferences and requests such
as wanting service at a particular time every day, location of a room, needing extra
towels, soap, etc.
F&B – Food and beverage preferences relating to both Room Service and the
restaurant. This will include the Private Bar.
SPECIAL OCCASION – Important dates such as birthdays and anniversaries.
MISCELLANEOUS – Names and ages of children, information about pets, etc.

GUEST COMPLAINTS – A form used to identify, communicate and correct

shortcomings in service, which a Guest may experience. Department Heads will train
staff members on this procedure.
Each time information is entered in the Guest History, the category, date and the
initials of the person inputting are required. See examples: Rooms: 10-13-99 SS
Prefers room far away from elevator.
Keep comments brief, professional and relevant. Communicate as much information

as possible in as few words as possible.
DO NOT DELETE any information from the Guest History. This is very important.

6.4.38 Guest Privacy
S. NO TASK ACTIVITY
The hotel ensures the safety and privacy of Guests by never giving out a Guest‟s room number.
1 Objective
If someone requests a room number, always respond with, “I am sorry, but for the safety and
2 Procedure security of our Guests, we do not give out room numbers. However, I will be happy to call the
room for you”.
Do not give information about a Guest‟s previous stay if persons (other than the guest)
inquire about
details, such as the date of stay, room number occupied, or a detail of charges.
If a Guest has questions about his/her stay, send a folio to the Guest provided that the
address to which the information is sent is the same as the address shown in the Guest
History System.
A Guest must submit a written request for any information regarding his/her stay.
When registering a guest, do not announce the room number aloud.

6.4.39 Guest Waiting for a room
S. NO TASK ACTIVITY
To ensure all Guests are taken care when they have to wait for a room due to high occupancy
1 Objective or non-availability of rooms
If a guest arrives before his/her scheduled arrival time and the room is not ready, you must
2 Procedure first go through the Guest details using the Check in spiel.
“Good Morning/Good Afternoon/Good Evening

Welcome (back) Mr. X!” Check to see is all information already exists and only after, ask
for the necessary documents and items.
“We are holding a reservation for you. May I request you to kindly verify the information we
th
have here? You will be checking out on the 8 of June? May I have your check out time
please? I see you have requested a non-smoking king, is that correct? You have booked a
“Room Category” room, this would be your Rate (point to the rate, do NOT say it ALOUD).”
Mention the facilities included in the rate if applicable.

If breakfast is not included in the rate, ask if s/he would like it included in the rate and add
the breakfast supplement and charge for the same. If yes, make sure changes are made in
the system accordingly...
Check the billing instructions. If the instructions show that the Guest will pay, ask her/him
how s/he would like to settle the bill. Click on “Rate Information” in the system. Add the
breakfast charge to the total amount shown on the Rate Information screen and take a pre
authorization or deposit accordingly. This amount represents the total room and incidental
charges. If the instructions are for bills directly to the company, ensure to attach a copy of
the company letter to the Registration Card.

The Guest must be informed that his/her room is not ready as our usual Check In time in
1400hrs.
“”Mr. X!” unfortunately your room is not ready as of this moment, as our normal Check in
time is 1400hrs. However, I will try and ensure to have your room made ready for you as
soon as possible. Please make yourself comfortable in the lobby and I will be with you in a
moment. May I offer some refreshments for you whilst you wait?” If a longer wait is
necessary, offer a complimentary meal if appropriate to time of the day. Guests are never
to be given „vouchers‟ for beverage of meals. Staffs should advise the F&B team and sign
Guest check.
If the Guest comes after 1400hrs and we still do not have the room ready, apologize to the
Guest, ask her/him to wait in the lobby and inform the Supervisor/Duty Manager/FOM.
“”Mr. X! Unfortunately your room is not yet ready.. We are extremely sorry. I assure you,
we are putting our best effort to have the room ready for you as soon as possible. In the
meantime, may I offer you some tea/coffee or a light snack?”
Call Housekeeping and find out how long it will take to have the room be inspected.
Come back to the guest and inform her/him
“”Mr.X! I have checked and it shall take about “……time” to have your room ready. Again I
am extremely sorry to have to ask you to wait after your long flight. In the meantime may I
offer you a cup of coffee/tea or perhaps some juice?”
Check back with Housekeeping to see if the room has been made ready. If not, ask them
to have it ready as soon as possible, or go inform the Duty Manager.
Once the room is ready, take the Registration Card and Key Card to the Guest.
NOTE: See Room Escort policy for next step.

6.4.40 Non-Smoking Room
S. NO TASK ACTIVITY
CSA requires that the hotel provide non-smoking floors and rooms. The number will be
1 Objective determined by the location of the property and market mix of business.
Evaluate the need for additional non-smoking rooms annually. When possible, designate
2 Procedure entire floors as non-smoking.
Reservations and Front Desk employees advise guests of the availability of non-smoking
rooms until none are available.
Pre-assign advance reservations for non-smoking rooms.
Do not assign non-smoking rooms to Guests who smoke.
If the smoking rooms are not available, the front desk associates will explain about the non-
availability of the room and will explain about the public areas, where a guest can smoke.
In a non-smoking room, a Guest will not be allowed to smoke strictly. If do so then Duty
Manager will explain the Guest and politely request the Guest to not to smoke in the room
and offer the public areas.

6.4.41 Payment Methods
S. NO TASK ACTIVITY
Guests may settle charges using a number of methods and the Front Desk staff will have to be
familiar and proficient in all to ensure guest satisfaction
1 Objective
Cheque Authorization Service:

2 Procedure
Credit card must be on file to cover amount of all cheques written.
All cheques are posted as “cheque” in Fidelio. Any credit balance greater than $50.00
when made by check must be refunded in the form of a cheque. Only balances of less
than $50.00 may be refunded as cash.??? Local laws
Travelers‟ Cheques
o Guests may use travelers‟ cheques as a method of payment for incurred hotel
charges or to obtain cash. To limit exposure to loss resulting from fraudulent
practices, use the following procedure.
Ensure travelers‟ cheques are countersigned in the presence of the cashier. Travelers‟
cheques are posted as cash or TC‟s in Fidelio.
Cashiers should be familiar with paper/printing quality, watermarks and ink bleed cheques
on travelers‟ cheques to protect against fraudulent cheques.
Write guest‟s room number on cheques. Local currency will only be provided for travelers‟
cheques.
We do not convert local currency back to the guest‟s own currency on departure. Refer
him or her to the closest bank.
Credit Cards
o Proper credit card handling procedures among the hotels prevents the added
expense for collection
o efforts and the potential for bad debt losses.
An imprint of all credit cards is made on the back of the registration card. This will identify
to the issuing bank that an actual place was presented at the time of services being
rendered.
Match the name of the credit card to that of the reservation as well as the signature to that
on the registration card.
Obtain a pre-authorization for an amount that will cover the guest‟s accommodation plus
$100 per day. This ensures the card has enough funds to cover the stay.
We do not ask for the credit card on departure unless the guest is going to settle with an
alternate card. In this case, we cancel the pre-authorization on the original card.
Disputed Charges and Adjustments
o Give Guests the benefit of the doubt and be sensitive to inquiries. Always show
concern for any error that may have been made.
If noted upon check out, remove the charge and investigate the back up once the guest has
departed. If the charge is valid, the amount can be re-billed with appropriate back up.
All adjustments require managerial review and signature. Often, the entire charge does
not need to be removed. Be conservative when adjusting charges. An apology and
listening to the guest can, many times, suffice. Do not immediately turn to an adjustment
as a resolution.
Complete the appropriate paperwork to back-up adjustments. Ensure managerial

signature is present on paper work before dropping work to Accounting.
Adjustments (Rebates, Allowances)
o When the VIPs Guests request adjustments, rebates, or allowances, ensure

Guest satisfaction while justifying the reason for the rebate.
Understand where the shortcoming originated and adjust accordingly. For example,
removing desserts or a bottle of wine from a check is better than instantly removing the
entire charge.
If a complaint is based on a rooms issue such as HVAC, rebate a portion of the room charge
as opposed to making the breakfast as complimentary or sending a food amenity.

6.4.42 Pleasing the Guest
S. NO TASK ACTIVITY
1 Objective 100% Guest Satisfaction
If a guest has a complaint or an issue, ensure the brand standards are adhered to and the
2 Procedure proper steps taken to making it right and followed sequentially
o Listen with empathy
o Apologize
o Find a solution
o Follow Through
o Invoke the guarantee
o Making it Right
After satisfying the guest, if possible, the guest is to be given something as a gesture of
the brand commitment to 100% Guest Satisfaction. It is important to note that this is
not a compulsory or necessary step, but one that is used to “Surprise and Delight”
the guest.
Ways to please a guest
o Sending a packet of cookies from the cake shop

o Sending a spa package for women
o Sending a special kit for men
o Sending a fruit basket
o Sending chocolates
o Offering a dinner voucher*

o Sending a cake*
o Complimentary room night*
o Bottle of wine*
o Upgrade to Business Class*
o *(For more serious issues)
Department Managers are to be made aware every time a guest has to be “pleased”.
If the guest is being sent a Food & Beverage item, ensure the Kitchen is notified and be
flexible to the outlets availability.
It is also important to ensure that an amenities form is filled out completely with the
necessary information including the date, room number, guest name reason for “pleasing”
etc.

6.4.43 PM Rooms
S. NO TASK ACTIVITY
1 Objective To ensure better controls and easy handling of the PM rooms
PM rooms can be opened only by the Shift-in-Charge and Supervisory level in the Front
2 Procedure Office.
Any Front Office PM‟s that have been opened must be closed within 24 hours and is the
responsibility of the person opening the PM room to close it within 24 hours.
The FOM on all occasions must be kept informed when a Front Office PM is being opened.
This information must be also logged in the Manager‟s Log.
In the case of Sales Gift Vouchers PM‟s, all Vouchers with the full details (Name of the guest,
Voucher number, voucher exp. date, Sales agent‟s name) must be inputted in the reference
field and only then posted in the GIFT VOUCHER PM room. Under no circumstances must
the Voucher posting be done without these details.
Banquet PM‟s can be handled as per the request of the person requesting the PM.
The names of all the PM‟s must have a suffix that denotes which department the PM belongs
to at all times
No Manager apart from the GM is entitled to have a PM opened for them.

All Breakfast PM‟s must be cleared and closed on a weekly basis
All Weekend package PM‟s must be closed on a weekly basis (Sunday)
All other PM‟s must be cleared and closed in the end of every month on a regular basis
All requests to Front Office for opening PM‟s must be in writing and copied to the DOF,EAM
and the Credit Manager.
In general, Accounts department will be opening the PM account and for closing might ask
front office to do that.

6.4.44 Room Escorting
S. NO TASK ACTIVITY
1 Objective To exceed Guest expectations, we should try to escort as many Guests as possible in the Front
Office.
Try to escort as many guests as possible to the guest room as this gives Front Office staff time to
2 Procedure make a personal connection with all guests staying at the Hotel.
(To be customized as per hotel, however complete information about Room, AC Controls,
Light Controls, Dining options, health club, pool, spa, Laundry, C/Out procedure etc to be
given)
Make a courtesy call in 15 minutes, reintroduce yourself and query if he likes his room.
Room show-around must be done clockwise or anticlockwise depending on how the

facilities and amenities are placed in the room.

6.4.45 Single Lady Traveller
S. NO TASK ACTIVITY
To exceed Guest expectations, we should try to escort as many Guests as possible in the
1 Objective Front Office.
One day before the arrival of a single lady Guest, a room with a good view must be
2 Procedure blocked. The room must not be a connecting room and must be close to the elevator (not
very close, however midway would be ideal).
Once the room is blocked as per the request (smoking /nonsmoking) the Front Office must
inform the room numbers to the Housekeeping department.
Housekeeping must place the SLT amenities (spa package and chocolates) in the guest
room on the day of arrival along with a welcome note.
Chocolates must be placed in her room as a turndown amenity.
*Chocolates must be ordered with IRD according to the number of guests expected the
following day.
The note that accompanies the SLT amenities should have a quote that epitomizes the
strength or uniqueness of a woman.
The note should also mention the following
One complimentary drop and pick up to the nearest shopping point

Spa special offer of 50% discount on “Tired Feet massage”.
We are pleased to offer you the following services at our Hotel, designed to make your
stay with us a memorable one.
One complimentary drop and pick up to and from a shopping area of your choice in the
o …………….Mall.
50% discount on “Tired Feet Massage”, a treatment formulated for women that helps
cleanse, relax and rejuvenate at the Spa.
An exclusively designed spa pack compliments from the General Manager to assist you
to refresh and revive the senses.
(Depending from Hotel to Hotel)***

6.4.46 House Use Room
S. NO TASK ACTIVITY
1 Objective To ensure all house use rooms are accounted for and have necessary approval.
If there is a prior knowledge of a house use room, a house use authorization form should
2 Procedure be filled and duly signed by the EAM or Head of Department and approved by the General
Manager and handed over to the reservations who will make the reservation and hand
over a copy of the form to the front desk. No rooms will be given out by the Front Desk
unless a copy of the form is verified by the Duty Manager.
If there is a requirement of a house use room after office hours then, (Night) the
concerned associate will have to check with the Duty Manager on shift for availability and
fill in the form with a proper reason for its usage. The DM‟s decision will be final and the
room usage needs to have a proper justification by both the DM and the associate using
the room. The form has to be signed off by the EAM subsequently and will be forwarded
for General Manager‟s approval.
If any associate has to use the rooms for any other reason than prior concurrence of the
EAM is required and the Front Desk will not honor any such requests directly. A house
use form has to be filled subsequently and approved by the General Manager.

6.4.47 Cash against Credit Card
S. NO TASK ACTIVITY
As far as possible cash advances on credit cards should be discouraged, however in certain
1 Objective circumstances this may be required to assist a guest. All requests for cash advances will be at
the discretion of the Duty Manager or Front Office Manager.
When a Guest requests cash advance from his hotel account the Front Desk Cashier
2 Procedure should ask for the ROOM NUMBER, NAME and AMOUNT required.
The amount must not exceed Rs.5000 in any single transaction and the Duty Manager
must advise authorization.
The said facility would be restricted to in house guests only and would be allowed only
once during the guest‟s stay.
The same would be applicable only to Guests settling their bills directly with the hotel.
The charges along with the service charge of 10% will be charged to the credit card
immediately and would not be added to the guest bill for final settlement.
For all the above-mentioned transaction, the Front Desk Agent must double check the
guest‟s information and signature against the registration card, and a 10% surcharge
should be charged with a miscellaneous debit voucher.
Cash paid out can only be made against recognized credit cards; this must be imprinted
on the back of registration card. The Front Desk Cashier should obtain Guest‟s signature

on the imprint and check if it‟s identical to the one on the Credit card and Registration
Card. 10% surcharge shall be levied and posted to the guest‟s folio via Miscellaneous
Charge Voucher, which obtain the signature of the guest.
Guest who does not have a credit card will not be allowed a Cash Advance.
Caution should always be used.

6.4.48 Bucket Check
S. NO TASK ACTIVITY
To verify that all supporting vouchers are present in accordance to the entries in all rooms‟ folios
of Opera.
1 Objective
This procedure has to be carried out by every shift.

2 Procedure
All outlets to submit their respective bills within the specified timeframe.
All supporting vouchers to be dropped into the bucket
Outlets to be informed in case their bills have not arrived.
Bills to be sorted and slotted in to their respective buckets.
All bills featuring in Opera must be present in the bucket.
After every shift a report of the “Todays Checkouts” to be taken and the respective
buckets to be emptied.
After every shift a report of “Room Changes” to be taken and the bills to be interchanged
accordingly.

6.4.49 Baby Sitting Service
S. NO TASK ACTIVITY
It is policy to provide Guests with reliable and safe babysitting services and also protect the
1 Objective company/hotel from liability.
When One Touch Service gets a request, they inform the procedure of babysitting to the
2 Procedure Guest. The same is intimated to the Duty Manager.
Every Guest who wishes to use the baby sitting facilities would be informed of the
following:
Guest should intimate about the baby sitting requirement 24 hrs. in advance.
The charges would be Rs 500/- per hour, which is paid to the baby sitter by cash. (a) Cash
directly by the guest ( b ) Paid out amount raised for the no of hrs. used and posted to
room. Also there will be a 10% Surcharge for the paid out amount paid to the baby sitter
and posted separately as a misc. Income.
In case the baby sitting hours goes past 2200 hrs. a car will be organized to drop the
Associate and the car rental bill will be posted to the Guest room account.
The Guest must sign a disclaimer that states that he / she releases the hotel from liability
for any injury that the guest or his / her dependent may incur as a result of hiring a baby-
sitting service.
In the event of the baby sitting hours passing a meal period, the baby sitter will be allowed
to order a room service meal.
A list of baby sitters will be made by Front Office and kept on file.

6.4.50 IOU Clearance
S. NO TASK ACTIVITY
It is policy to provide Guests with reliable and safe babysitting services and also protect the
1 Objective company/hotel from liability.
The associate taking the IOU would have to clear the IOU within 24 hours. In case it‟s not
2 Procedure done, the front desk associate will hand over to the General cashier who will then debit the
personal account of the associate who had taken the IOU.
The IOUs‟ would be kept in the cash drawer and will become the part of shift cash handover.
All the details of the pending IOUs‟ (the ones that haven‟t been cleared within 24 hours)
including the ones that Front Desk has taken will need to go to EAM or FOM.
In case of any IOU taken because of a medical exigency, Director of Human Resources has
to be informed.
For medical exigency, the concern department has to clear the IOU.

6.4.51 4 MM –Guest Arrival meeting
S. NO TASK ACTIVITY
To ensure all team members are well informed and updated about the Guest Preferences
before during and after Arrival.
1 Objective To ensure a memorable experience for the Guest
To act as a tool for the Team members in achieving 100 % Guest Satisfaction Guarantee.
To discuss current and live scores of Medallia regarding the Guest Satisfaction Index,
2 Procedure Problem Incidence, Return Intent, Problem Resolution, Service Performance Index, Product
Performance Index, Loyalty Performance Index, etc.
Discuss Guest Issues and find potential resolutions.
Discuss 2 days Guest Arrivals and VIP Guests In-house.
Discuss in details the learnt preferences of the Guests and planning to make their stays
memorable through the same.
Active Participation from the following:-
Following team members are mandatory for the meeting.
HOD’s :
Front Office Manager
EHK
Chief Engineer
Director F&B
Chef / Ex Sous Chef / Chill Chef
Others :
Reservations
Duty Engineer
HK supervisor / one associates
Outlet Managers ( minims 2 ) / minimum 2 associates
Front desk duty managers / minimum of 2 associates
IT representative
One cook from Holy basil
And anyone else that like to be a part of this meeting….it‟s an Open Forum

6.5 Guest relations
6.5.1 Social skills
S. NO TASK ACTIVITY
Ensure Guest Relations have the right attitude and product knowledge to recognize sales
1 Objective
opportunities.
Positive Body Language
2 Procedure
Greet the Guest and colleagues with a smile and maintain good positive expressions at
all times.
Stand upright, hands free, not in the pockets or folded.
Both feet flat on the ground, not leaning.
Open and positive body language and posture.

Speech
Be tactful and courteous, maintain good humor and acknowledge the guests.
Maintain eye contact when addressing the guest, look and act professional.
Always appear confident, listen carefully and respond to guests accordingly.
Use the guest‟s name at least twice during the conversation; ask open-ended questions
to identify needs.
Speak clearly and maintain a good tone of voice at all times
Be specific in your explanations, always escort guests to the place they were asking for.
Point in the direction and leave the guest on his own.
Product knowledge (Facilities / Services)
Be able to describe each product
Know who is who
Know the layout of the hotel
Know the location, opening hours and on-going promotions of the outlets
Have a good general knowledge of events in your city
Be aware of all functions and their location in house.
Knowledge of the city should include

o Location of other hotels
o Location of night clubs
o Location of restaurants in the city
o Location of banks & ATMs.

o Location of conference centres

Location of sport facilities
o Location of main events happening in city.
o Location of main shopping centres
o Location of specific shopping (local market / tourist attractions).

6.5.2 Checking VIPs rooms & amenities
S. NO TASK ACTIVITY
To ensure that the room and equipment is cleaned and in proper working condition with all the
1 Objective amenities, to be ready and occupied, prior to Guest arrival
2 Procedure Room to be blocked as per:

o Guest History (Likes / Dislikes / Preferences)
o Feedback during previous stays
o Room preferences
o Special requests
o Upgrades within reason or if the room reserved is not available
Ensure all room amenities have been placed, based on the welcome amenities (V1, V2,
V4 & V3) prior to the Guest arrival.
Room to be checked as per the standard room inspection list.
Ensure that all in - room amenities and complimentary treatments are in
place. Check if all the additional requests have been complied with.
Make spot checks in the room regularly.
If any defects are found, inform the relevant department to rectify the problem
promptly. Follow up with the department that the fault has been rectified.

Ensure that the room has been made up as per the set standards of cleanliness and
hygiene.
Check whether all the facilities are functioning, e.g. phones, television, air condition etc.
If any defects are found while completing the list, inform the relevant department to
rectify the problem promptly.
If any major fault has been detected, the room has to be taken under repair and inform
to the duty manager and have it placed Out Of Order.
For any blocked rooms for expected VIPs, if it needs to be change then inform the H/K
& IRD for the necessary action to be taken.

6.5.3 Courtesy call
S. NO TASK ACTIVITY
Courtesy calls are to exceed Guest expectations and learning about the guest needs by doing
1 Objective this we are showing our true hospitality and exceeding Guest expectation.
2 Procedure Courtesy Call
Guest Relations Officers have to make courtesy calls on a daily basis between 17:00 to
20:00h to maximize guest satisfaction.
To identify Guests that need to be called by print out reports / check in the computer to
identify all long staying guests, regular customers and VIPs. Also check the logbook for
previous shift (anything to know).
Call the Guest in his / her room. Introduce yourself by saying, “Good Afternoon/Evening,
Mr. /Mrs. / Ms. XXX, my name is xxx, from Guest Relations.”
Ask questions, e.g.: “How are you enjoying your stay with us, Mr. /Mrs. XXX?” and “Is
there anything we can do to make your stay more comfortable and assist you with?”
Make sure that you are not disturbing the guest. If you feel that the guest might be in a
hurry, offer to call again some other time!
If the Guest gives you feedback, make notes and offer assistance when and where
appropriate. Inform the guest which action you are going to take.

Thank the Guest for any feedback given and let the guest know that you will be glad to be
of further assistance, e.g. by saying: “Thank you very much for your feedback, Mr./Mrs./
Ms. XXX and please let me know if I can be of any further assistance.”
Take all appropriate action according to guests‟ feedback and/or requests.
Guest feedback needs to be noted in the Logbook as well as in the guest profile. Guest
complaints need to be brought to the attention of the EAM or FOM or Duty Manager.
Entering guest feedback into guest profile (PMS)
Guest feedback, comments, compliments, complaints as well as special requests have to

be entered into the guest profiles.
An up-to-date guest history will ensure guest satisfaction.
GUEST PROFILE STANDARD:

Attention:
Like / Dislike:
Contents:
Initial & Date, Month, Year
Guest preferences that require action by the Housekeeping Department should be entered to
their attention, e.g.:
o Requests blanket instead of duvet
o Needs extra hangers
o Needs synthetic pillow – guest is allergic (Hypo allergic)
Block room close to the elevator
Always block quiet room
Always block Non-Smoking Room
6.5.4 VIP Database
S. NO TASK ACTIVITY
To ensure the VIPs database history is updated accurately with Guests‟ special request and
1 Objective have the Guests feel the experience of home away from home by anticipating their needs and
keeping a track on their special requests.
2 Procedure To carry out all Guest request with extra care

o Check the arrival list for any unrecognized VIP.
o Try to find out all possible information or special requests via Internet, Colleague,
Sister Hotels, Media and etc.
To update VIPs database

o Update the guest profile accordingly and carry out the request.
o Be careful as all information is very important and crucial.
o Note all incidents, special requests, preferences, attitude in the guest profile.
o Be responsible for a complete VIP database with all details.

6.5.5 Welcoming & escorting VIPs, Elite Members
S. NO TASK ACTIVITY
Ensure all VIPs and Gold Elite Member or Carlson‟s Elite Member receives a warm welcome,
1 Objective escort the Guest to the room and give the Guest useful information about his/her stay at the
hotel.
VIP Check-in Folder is prepared and ready one day prior arrival
2 Procedure o Pre-register
o Room assignment
o Making Keys
o Gold points plus prospect
o Special requests
Greet and welcome the guest with smile in a sincere and friendly manner at main
entrance. If the estimated time of arrival is known, wait for guest on arrival. “Mr. /Ms.….
Welcome to (Hotel name)” or “Welcome back Mr. / Ms.….”
VIP Guests and Elite Gold membership is offer the in-room escort, the Front Desk staff
or Guest Relation will lead the way. Do not walk too fast and leave the guest behind.
Guest must be checked into a vacant clean room and in the category he has requested,
or upgrade room (If the reserved room type is not available or eligible as member).
Ensure upgrade room GUEST needs to be informed. Information obtained must be
verified against his passport or other identification documents and a method of payment
obtained.
Obtain a passport from the guest and fill out the card for guest legibly, noting full name,

address, the name of his company, passport number, date of birth, nationality, visa type,
etc. All the necessary information required by the police must be obtained upon check-in.
Present the registration card to the guest and verify his departure date, room category
and the rate. Check with the guest regarding room preferred and newspaper service
Present the registration card to the guest and politely ask him to sign the card.
Verify the payment with the guest, guest must provide a method of payment upon check-
in.
If the guest is paying cash, politely inform him of the requirement for an advance deposit,
which should amount to the total of his room plus taxes and 25% to 30% of the total room
rate for the incidentals.
If the Guest is paying by credit card, obtain the credit card and swipe it through the
machine to and verify the amount as for room plus taxes and for incidentals. Thank the
guest and return the credit card to the guest.
Introduce the F& B facilities and other hotel services such as, Fitness Center, Business
Center, Bar, Spa, etc.
Demonstrate how to use the key and open the guest room door for guest and fire exits
must be pointed out. Allowing guest to enter room first.
Inform the guest of the Mini bar, air conditioning, light switches and bedside control,

laundry/dry cleaning supplies, TV, Restaurants, Bar and Safe
At least one F&B outlet must be promoted during the rooming the guest. The breakfast
venues will be explained.
Leave the room by say Mr. / Ms...….. “This is your room key, is there anything else I can
do for you.” or “Please contact our “One Touch Service” if we may be of any assistance.
Have a pleasant stays Mr. / Ms.……… ”.
Note: Ensure room number and room rate is not announce to guest
Ensure all elite member room allocation and key will be ready prior upon checking in
Ensure early check-in and late checking out is applicable to the hotel standard with “Yes I
can attitude” is complying with all guest service staffs.

6.5.6 Guest Relations Executive
S. NO TASK ACTIVITY
BLU Angels would be the heart and soul of the lobby. The beautiful and well-presented
1 Objective ladies would be the single point of contact for each and every Guest who would walk in the
lobby. They would be perfect assistance to any query or feedback of the Guest.
Proper follow up on all the feedback would be done by the BLU Angels.
2 Procedure
All Guest complaints must be documented in a log book or alternate appropriate electronic
system and a Service Recovery to be done for making the Guest happy. This would be
tracked by the department head.
Blu Angels would act as a sales person and be directing any Lead they get in the Lobby to
the sales and marketing department.
The BLU Angels would be responsible to maintain procedures to ensure that in-house Guest
complaints are taken 24 hours per day and, whenever possible, responded to while the guest
is still in-house.
The BLU Angels would be interacting with the Guests directly all the time and at no given
point of time , they must not in any way attempt to solicit scores from Guests at any time
including the use of buttons, posters or other forms of guest communication (written or
verbal). This includes soliciting comments and/or reviews for third-party scoring media.
The BLU Angels would be asking the Guest on their next destination and should there be
any Carlson Rezidor Hotel, promote the same to the Guest.

6.6 ONE TOUCH
6.6.1 Telephone Standards
S. NO TASK ACTIVITY
Ensure that the greeting is brief and easily understood. All greetings should be consistently
1 Objective polite and a proper standard phrase should be used.
All incoming calls must be answered within three rings.
2 Procedure
The standard phrase for answering all external calls is: “Good Morning /Afternoon/
Evening (hotel name), This is Neha, How may I help you?”
All calls must be acknowledged prior to transfer. “Certainly– one moment please, I will put
you through Mr. / Ms. /…” (If you know the name of the caller) or allow me to put your call
through or allow me to transfer your call.
Never put the caller on hold before you have acknowledged their request.
Ask the permission from the caller before putting the call on hold: “May I please place
your call on hold for a moment?” and wait for their response. Return to holding calls
every 15 seconds and acknowledge caller: “Thank you for waiting, that line is still busy,
would you like to leave a message or a voice mail?”
Do not put calls through to guest rooms without verifying the Guest‟s name (Full Name).
If the caller cannot provide the name of the registered guest, DO NOT connect the call.
When answering in-house calls: “Good Morning/ Afternoon/ Evening, Guest Services,
This is Neha “How may I help you?”
Do not use slang.
It is important to avoid transferring calls without verification. “Transferring you to

Reservations”
Allow the Caller to disconnect first at the end of a call. The Operator should never hang
up before the caller.
In all cases a “Yes I Can” attitude must be displayed: “Please allow me to check and get
back to you” rather than “I‟m Sorry I don‟t know”.
Never inquire who is calling. If someone is not available offer to take a message. Unless
the Guest has requested for screening, no guest calls should be screened. For internal
call for HODs or GM (or his secretary), the calls are going to be directly transferred.

6.6.2 Emergency Hotline Handling
S. NO TASK ACTIVITY
The Guest Services / Telephone Operator is the centre of communications in the event of
1 Objective responding to an emergency situation. All staffs must be in a contin0ued state of readiness to
handle any emergency switchboard and power failures.
The Front Office Manager / Asst. Front Office Manager will be responsible for the training
2 Procedure of the Hotel Operators on all types of emergencies handling.
Emergency procedures should be well coordinated with all other departmental procedures.
The Emergency Manual should be readily available to all Hotel Operators and should be
reviewed once in three months to check workability.
An Emergency hotline should be answered on the first ring and related procedures
followed answering “Emergency Hotline, How may I help you?”
Ensure that the Switchboard room always has an easily accessible updated list of
emergency telephone numbers for the Power Company, Fire Brigade, Police, Hospital,
Ambulance and Doctors, Police etc.
Should the Hotel Operator receive a call regarding fire, smoke etc., they must immediately
get the following pertinent information.
o Name and Location of caller
o Exact location of the incident and time
o Nature and size of the incident
o If anyone is injured or trapped

The call has to be reported to the Security Department immediately. Should a guest
call, he/she is to be advised that an emergency has been reported and that guests will
be kept informed through the Hotel‟s Public Address System. The Operator should
remain at the switchboard unless ordered to evacuate.
If the Hotel Operator receives a bomb threat call, every effort should be made to coax
the caller into disclosing the location of the bomb. A Bomb threat checklist should be
followed to guide the Operator through the call. The Operator must try to keep the caller
on the line as long as possible; and while they are keeping the Caller engaged, they
should try to draw the attention of another employee to alert them regarding the nature of
the call. Security Department must be informed immediately for them to respond
accordingly. The line should be kept open after the Caller has hung up
If the GM has given the directive to evacuate the Hotel, the Operator should remain at
the switchboard until given directions to leave the post by the GM. No calls from outside
should be put through to the guestrooms when the Hotel is being evacuated.
Follow Communications procedures according to the Emergency Evacuation Manual.
Note: Refer the Crisis Management Manual

6.6.3 Taking a Wake-up Call Request
S. NO TASK ACTIVITY
One Touch Service will be responsible for accepting, recording, and placing all Guest wake-up
1 Objective calls in an accurate and warm friendly manner. Personalized wake up calls will be given to all
VIP and Business Class Guests
We will offer personalized wake-up call service to all our Guests 24 hours a day, 7 days a
2 Procedure week. All wake-up calls request must be handled politely and accurately recorded.
Pick up the phone within three rings.

The following Greeting is to be used
“Good Morning/ Afternoon/ Evening (Guest name). This is Neha, How may I help you?”
If the Guest is asking for a wake-up call, ask the following questions
o time s/he needs to be woken up
o if s/he wants a reminder call
o if he wishes to have coffee or tea through room service delivered to his room
o time of delivery
o Specifications of the beverage
Reconfirm the room number and reconfirm the name by checking in Opera against the
room number given. Such as “Mr. Smith we will wake you at 6:00 am, in room 206. Thank
you, Mr. Smith.
Any wake-up calls that are received from other sections i.e. Concierge, Front Desk, etc.
should be checked for any discrepancy in the PMS system and logged on the wake-up
call sheet immediately. If there is a discrepancy, the guest should be contacted as soon

as possible in order to reconfirm information.
When in doubt as to any aspect of a wake-up call taken, indicate your concerns to the
morning operator to avoid any surprises when the time comes to deliver the wake-up call.
Examples of concerns would be: if you receive a call from a Guest who is obviously
intoxicated, or take the information from a child who seems too young to be fully
responsible, etc.
Afternoon wake- up calls
Offer DND service with all afternoon wake-up requests.

If a guest requests a “Wake up” call during the day, he must be asked whether he is
willing to accept any other calls prior to the wake up calls time
Record the information taken in the wake up call sheet.

Set a reminder in the alarm for the wake up time requested on the emergency telephone
line.
A copy of the wake up calls sheet must be distributed to the Front Desk, Concierge, and
Club Lounge every morning before 0630hrs.
The master wake-up log sheet will be kept for 30 days

6.6.4 Giving a Wake-up Call

S. NO TASK ACTIVITY
One Touch Service will be responsible for accepting, recording, and placing all guest wake-up
1 Objective calls in an accurate and warm friendly manner. Personalized wake up calls will be given to all
the Guests.
2 Procedure The night shift Operator must take control of the wake-up call sheet from the evening shift
Operator at the end of their shift. At this stage the Operator must check the Wake Up call
sheet for any name or room number that cannot be understood.
Set the alarm for the entire wake-up call requests two minutes before the requested time.
Check in Opera that the name of the Guest and the room number matches what has
been written on the wakeup call sheet. If it does not you should inform the Duty Manager/
Night Manager (or check with the person who has taken it)
Dial the Guests room number and in a pleasant voice say
“Good Morning/ Afternoon/ Evening, Mr. /Ms. (Guests name), this is your wakeup call for
...0600 hrs. or 6 am. Have a good day Mr. /Ms. (Guest name.)” Would you like a reminder
call in 15 minutes? (If guest has requested for reminder call)
All wake-up calls should be within 2 minutes of requested time.
Special attention to be taken to give the wake-up calls at the exact time as there would
already be sometime difference between our and Guest‟s clock timings.
Unanswered Wake-up Calls
Should a guest not respond to a wake-up call, it is essential to ring the room a total of two
times, each call five minutes apart.

After repeated failure to get a reply, a bell attendant/porter and security officer must be
notified. Note the security officer‟s name and make a notation on the wake-up call sheet.
A Bell attendant and a Security officer will be dispatched to the Guestroom and will knock
on the Guest‟s door. If there is no reply, they will enter the room to ensure that the guest
is present and awake.
The Security Officer will call the operator and relay the results of the attempt to carry out
the wake-up call.
At all times, the Operator should be kept informed as to the status of the wake- up call
and the Guest‟s response. Any unusual occurrences must be brought to the attention of
the Front Office Manager or Duty Manager.
Should the Bell attendant or Security Officer be unable to wake the Guest , the Duty
Manager should be notified and if the room is double locked from within he must
immediately inform the Duty Manager for further action.
If a Guest complains about not getting a wake-up call, it should be reported to the Front
Office Manager who will contact the Guest and apologize and explore options of
“pleasing” the Guest.
The master wake-up log sheet will be kept for 30 days.

6.6.5 Telephone set up - Meeting room
S. NO TASK ACTIVITY
Telephone services will be offered in all Meeting rooms upon request from the Guest /
1 Objective Convention sales.
2 Procedure All Meeting room Telecommunication requests must come from the Sales and Catering
office at least one day prior to the date required.
All Meeting room jacks must be live with in-house access only.
Upon request from the Sales and Catering staff, jacks will be given the appropriate access
lines and will be opened by the One Touch Associate/ Supervisor.
The Sales and Catering staff will add charges on the Group Resume for the telephone
hook- ups. The set up charges should be consistent and in line with the competition.
If the Call Accounting System does not allow for immediate and accurate billing, at the end
of the Meeting the Communication Agent will print out a listing of all the calls made from
the extension. The cost of the calls should be recorded and posted by the Front Desk
Staff. The cost of the calls should be equivalent to a call made from the Hotel guestroom.
When additional direct lines are added, a trace system must be in place to ensure that
lines are disconnected after use.

6.6.6 Handling Inquires
S. NO TASK ACTIVITY
Ensure all Guest Services Centre / Telephone Operators handle all inquiries efficiently and
1 Objective accurately.
2 Procedure Ensure all Guest Services agents/ Telephone Operators excel in Product knowledge.
Ensure that all inquiries are dealt with promptly and accurately.
Nothing offends more than being passed from one person to person or being put on hold.
Ensure all inquiries are either correctly responded to or channeled to the correct
person/department in the very first instance.
Ensure the phone book in Opera is updated on a regular basis to assist you in giving the
right information to the Guest regarding Hotel, City etc.
Note: Ensure Yes I Can attitude and 100% Guest Satisfaction Guarantee is complied

6.6.7 Medical/ Doctors Assistance
S. NO TASK ACTIVITY
To ensure all Guest Services Centre / One touch agents provide Guests with professional
1 Objective medical assistance and all guest requests are handled in a considerate and confidential
manner.
Listen to the Guest with empathy. Do not interrupt the guest and clarify his requirements
2 Procedure for either medical aid or medication. Confirm with the Guest if possible the reason for his
illness.
Take down the following details:
Guest name and room number

o Exact time of the call
o Type of illness
o Reason
o Name of staff
Inform the Duty Manager immediately and give full details.
In case of emergencies GM/EAM must be informed immediately.
Note: Refer call the Doctor Policy

6.6.8 Emergency - Bomb Threat
S. NO TASK ACTIVITY
To provide effective and efficient service during an emergency situations and ensure Guests
1 Objective and Staffs feel safe and secure.
Operator receiving the call should stay with the caller and not transfer the call under any
2 Procedure circumstances as this could result in the loss of vital information.
Attract the attention of another employee and inform them of the situation, without distracting
the Caller.
DO NOT PANIC!
KEEP THE CALLER ON THE LINE. Get as much information as possible from the Caller
(see Bomb Threat Checklist attached). Ask questions such as :
o WHEN is it set to go off?

o WHERE is the bomb/explosive located?
o HOW is it built?
o WHAT does it look like?
o WHY are you doing this?
Notify the following personnel immediately and have them report to the Front Office area:
o ALL SECURITY PERSONNEL

o ALL ENGINEERING PERSONNEL ON DUTY
o GENERAL MANAGER / EAM / MANAGER ON DUTY

o ANY DEPARTMENT HEAD WHO IS ON THE
PROPERTY Advise them if a search has been initiated.
Await further instruction from the General Manager, Executive Assistant Manager and
Manager on Duty or Security Manager.
The following individuals must be contacted or advised if we have a bomb threat :

o GENERAL MANAGER / EAM / DOSM / EXECUTIVE COMMITTEE / MANAGER ON
DUTY
o SECURITY MANAGER
o CHIEF ENGINEER
If the above Management is not on the property, attempt to reach them and update them of
the situation.
(NOTE: If they are unavailable, contact their respective Assistants and update them on the
status.)

6.6.9 Personal Calls
S. NO TASK ACTIVITY
To ensure no personal calls are transferred to the staffs on duty, with the exception of
1 Objective Managers.
2 Procedure All incoming calls must be answered within three rings.
The telephone will be answered according to the Hotel standards.
If the call is a personal call, the Telephone Operator should politely inform the caller to leave
a message or call the Time Keeper‟s Office.
In case of emergencies, the call should be transferred to the Outlet Supervisor or Manager.
Note: Personal incoming and outgoing calls are prohibited for the staff.

6.6.10 Hotel Emergency Call
S. NO TASK ACTIVITY
The hotel will have a designated Emergency Hotline that rings directly to the Guest Services
1 Objective Centre – PABX.
All House phones will be set up to directly ring at the Hotel Guest Services Centre – PABX.
The Emergency Hotline is only to be used in case of an emergency.
2 Procedure
The Hotline number must be posted in such a manner as to make all employees and guests
aware of its existence.
Answering the Emergency Hotline takes priority over all other phone calls and should be
answered on the first ring: “Emergency Hotline, How may I assist you?”
All House phones should be programmed to ring directly to the Hotel Operator for security
reasons.
Ensure there is a house phone on every guest floor near the elevator.
Recommended Procedures
A prominent phone should be installed near the switchboard. The phone should have a
display that will give the Operator the location of the caller.
The Hotline number should be easy to remember or be on speed dial.
The number should be posted in all the guestrooms and employee areas.
All employees should be trained to use this number to report emergencies. This should be
included in the employee orientation and departmental training programs.

6.6.11 Scripting for Guests Calls
S. NO TASK ACTIVITY
To set up a standard scripting for all calls, call transfer and putting a call on hold etc…
1 Objective
The scripting for all calls needs to be consistent in the entire hotel.
2 Procedure For Incoming Calls:-
Good Morning/Afternoon/Evening, Hotel name, how may I assist you?
For Internal Calls:
Good Morning/Afternoon/Evening, this is ________ One Touch Service, how may I help
you.
For transferring Calls:
Certainly Ms./Mr._____ allow me to transfer your call.
For putting a guest on hold:
Ma‟am/Sir or Ms./Mr. ________ allow me to put you on hold.
In case a call comes for an Incognito guest:

I am sorry Ma‟am/Sir or Ms./Mr. _______, but Ms. /Mr. _____ is not staying with us.
In case a caller asks for the guest room number:
I am sorry Ma‟am/Sir or Ms./Mr._____, but I cannot reveal the room number of

Mr./Ms.______. May I connect you to his/her room?
In case a caller asks to talk to a guest whose room is on DND:
I am sorry sir, but Mr. /Ms. ________ does not wish to be disturbed. Would you like to
leave a message or you would like to call back.
In case a guest asks for all calls to be screened:
Certainly Sir/Madam/Mr. /Ms. _______ I would connect your call to Mr. /Ms. _______
whom shall I say is calling.

6.6.12 Guest service Centre Guidelines
S. NO TASK ACTIVITY
1 Objective To ensure seamless service at the Guest services Centre
2 Procedure Guest Service Centre is a centralized operator that handles a large number of guest
requests.
All requests concerning the Housekeeping and Laundry department will be forwarded to
the Housekeeping :
o Room to be made up
o Extra supplies of linen / towels
o Laundry/Dry cleaning collection
o Lost property
o Extra bathroom amenities
The following is a list of items that are available in the Housekeeping Storage.
o Rollaway bed
o Baby cot
o Kettle
o Flower vases
o Band aid
o Power adaptor
o Sanitary bag
o Bathroom scales
o Phone charger
o Ties
o Cuff links
o Extension cords
Requests concerning Engineering or noticing a maintenance problem.
o Call the Engineering Office to report the problem.

o Take the name of the person you reported the problem.
o Note on the Maintenance Logbook.
The Room Service Orders must be forwarded to the In Room Dining Department
without any delay
Advise the guest that our In Room Dining Department will assist him all Room Service
Orders.
o Breakfast
o Lunch
o Dinner
o Beverages
o Afternoon tea
We process requests for the Bellman. The following details must be taken as a
minimum and logged accordingly.
o The Guests‟ name and room number.

o Time of the call was
received o Number of bags
o Transport arrangement
o Stamps
o Postcards
Inform the Guest that the Bellman will be arriving shortly. Ask if there is anything else
you can do.
The Bellman must report to the Guest Service Centre when the task is completed
Processing requests for the Concierge. Kindly advise the Guest that our Concierge will
be more than happy to help him.
o Airline Tickets Reconfirmation

o Transportation Arrangements
o Restaurant Recommendations
o City Tour
o Shopping Guide
All Guest Service Agents must be aware of Front Desk Standard Operating Procedures.
Note: The Making It Right Log Sheet must be distributed to FOM and EAM each morning at
07:30 hrs.

6.6.13 Answering Incoming Calls
S. NO TASK ACTIVITY
1 Objective To efficiently and courteously answer incoming calls and carry out the required action.
When the switchboard rings, indicating an incoming call answer the telephone within three
2 Procedure rings. A Caller will not be placed on hold for more than 15 seconds. If it is going to be
longer, a call back offered, and provided within 5 minutes.
Greet the caller “Good Morning/ Afternoon/ Evening, (Hotel name), how may I help you?”
Listen carefully to the request; identify the required destination. If you are searching for a
guest, ask the caller to spell the name, and enter the first three letters of the name in
Opera. When the name comes up, inform the caller of what you are about to do, (i.e. one
moment please connecting your call to Mr./ Mrs./ Miss. “X”), then carry out the action by
pressing the “Transfer or hold” button.
If the line is busy offer the caller, to hold, leave a message or call back.
If the call returns to the board due to no reply from the extension, explain this to the caller
and offer to take a message.
Thank the caller and allow them to disconnect first (if not transferring a call) then press the
“release” button on the switchboard.

6.6.14 Answering Internal Calls
S. NO TASK ACTIVITY
1 Objective To efficiently answer an internal query or redirect a call when necessary.

Answer the telephone within two rings.
2 Procedure If the caller is from a guest room greet the caller with
o “Good Morning/ Afternoon/ Evening Mr. (Guests name), This is One touch, Neha
(your name) speaking, How may I help you?”
If the caller is from an internal extension, greet the colleague with
o “Good Morning/Evening Mr. Shah. This is Communications, Neha (your name)
speaking. How may I help you?”
Listen carefully to the request; identify the required destination. If you are searching for a
guest, ask the caller to spell the name, and enter the first three letters of the name in Opera.
When the name comes up, inform the caller of what you are about to do, (i.e. one moment
please, connecting you to…), then carry out the action.
If you are unable to find the guest name in Opera, check under other options such as
company name, arrival date, last name, and first name.
Thank the caller and allow them to disconnect first (if not transferring a call) then press the
“cancel” button on the switchboard.

6.6.15 Putting a Caller on Hold
S. NO TASK ACTIVITY
To courteously ensure to put a caller on hold when it is necessary to find further information, or
in order to
1 Objective
confer with a third party
If an extension is busy, you cannot find the required person, or you need to confer with a
2 Procedure third party, ask the caller if s/he would like to hold until the extension is free
“The line is busy Sir/Madam. Would you like to hold?” May I place you on hold please?
o Wait for the caller‟s acknowledgement.
“I cannot find the name of the person you wish to speak to. Would you like to hold?”
o “There is no response Sir/Madam. Would you like to leave a message or would
you like to call back?”
If the caller agrees to be put on hold, proceed by pressing the “Transfer” or “Hold” button.
After 15 seconds, revert back to the caller on hold and update the caller on the situation.
If you are still waiting for an answer/action, return to the caller, and inform of what is
happening.
Ask the caller if s/he wishes to hold further or would like to leave a message.
When you have found the required information or the extension required is free, divert
back to the guest on hold, inform him/her that the line/person is now available and
transfer the call.

6.6.16 General Telephone Brand Standards
S. NO TASK ACTIVITY
1 Objective The hotel provides its Guests with prompt, thorough, courteous and efficient telephone service.
2 Procedure 24 hour coverage, 7 days a week.
All staff will extend a friendly greeting, pleasant attitude and smile on the phone.
No Guests put on hold for more than 25 seconds without return by operator.
Personalized wake-up calls on time and in guest‟s language. When staff language skills do
not permit, recorded wake up in Guests language is required (minimum language selection
is: English, Mandarin, Japanese, Korean, French, German, Spanish and Italian). A reminder
call is to be offered.
Rapid response when wake-up call not answered.
Operator knowledgeable about the instructions and workings of the voice mail system, faxing
and internet connection.
Screening and “Do not disturb” functional.
If line is busy, automatic return to operator for offer of a message or to leave a voicemail.
All messages verbatim, with time and name of caller (if message taken by Operator).

Message light to be switched on within 3 minutes of message being taken.
Operator verifies Guest name before connecting telephone calls (extreme sensitivity for
single female Guests).
No direct call to guest room between the hours of 11:00 pm – 6:00 am; caller to be advised
of time and asked if call is still to be connected.
Guest and administrative voice mail, multi-lingual
Fax – Separate fax machines available for guest rooms on request (FOC), and PABX for
incoming guest fax traffic.
Guestrooms:
o One phone in bathroom

o One phone on night table
o One phone on desk (cordless for suites)
Phones to have two lines, hold button, and speaker phone
capability. No charge for toll-free, calling card and credit card calls.
No charge for incoming faxes.
Dedicated fax and modem outlet.

Long distance mark-up to be competitive in marketplace.
Music on hold to be light classical or ethnic classical.
No promotional messages on hold.
House phones connect to the Operator at the “One Touch Service”.
House phones available for complimentary local calls for house guests only.
Pen/Pencil with memo pad at all house phones.
Elevator lobby telephones are to be no ring and no incoming calls with automatic direct line
to the operator.
No digital display phones are to be placed in guest rooms/suites or left in public view when
facilities are not operating.
All One Touch/ Reservation team members to be supplied with approved headsets, one unit
per team members.
Facility must be able to offer self-programmed wake up calls.
Phones may not have a direct dial call button for companies such as AT&T/BBG.

6.6.17 Transferring Call
S. NO TASK ACTIVITY
1 Objective To efficiently and courteously redirect a call from one extension to another.
Answer the telephone within three rings. A caller will not be placed on hold for more than
2 Procedure 15 seconds. If it is going to be longer, offer a call back and provide it within 5 minutes.
Listen carefully to the person calling to ascertain where the caller needs to be transferred.
Maintain a smile in your voice and handle all calls efficiently. Never be abrupt. Never let
the caller feel you are too busy for them. Always speak clearly and in a friendly manner.
Avoid using a monotone.
Inform the caller that their call is going to be transferred to another extension. Keep the
caller informed if they need to be placed on hold.
Dial the extension of the telephone you wish to connect the caller to.
Transfer the caller to the extension/destination requested. Always explain the situation to
the recipient so that guests do not have to repeat themselves when being transferred.
Never blind transfer a call.
Transfer any calls for the General Manager to the Secretary without screening. If the call
bounces back to the switchboard then take message and deliver the message to the
General Manager‟s Secretary/General Manager as soon as possible.

6.6.18 Connecting International Call
S. NO TASK ACTIVITY
1 Objective To control and follow hotel procedures in connecting International calls

When a manager calls you to assist him with International number, write down the details
2 Procedure of the call in the International phone calls logbook and whether it is a business or private
call. Also, double check the information provided and asks questions if you have any
doubts about the number.
o The only manager with a direct International line is the General Manager
Ask the Manager whether s/he would like to hold or if you should connect the line and
then call them back.
Dial the number and connect to the caller.
If the Operator cabin is busy, inform them of the situation. Request them to hang up and
inform them that you will connect the call as soon as possible.(If internal customer)
Connect the call and log it in the log book or admin call sheet for internal customers.
Guest International calls

When a Guest calls you with an International number to call, write down the details of the
call, double check the information provided and ask questions if you have any doubt
about the number.
Dial the number and connect to the caller.

6.6.19 Telephone Systems and Services
S. NO TASK ACTIVITY
1 Objective The hotel provides 24 hour a day, 7 days a week telephone coverage.
Hotel must provide:
2 Procedure Guest and administrative voicemail.
Separate fax machines and lines for incoming guest fax traffic for hotel guests versus
administrative traffic.
Guestrooms must have:
o One telephone in the bathroom

o One telephone on the nightstand
o One telephone on the desk (cordless for suites)
Guestroom telephones should have two lines, a hold button, and speaker telephone
capability.
Place a pen/pencil with a memo pad beside each guestroom telephone.
Place a pen/pencil with a memo pad at all house telephones.
Provide free of charge toll-free, calling card and credit card calls to all guests.
Provide free of charge incoming faxes to all Guests.

A dedicated fax and modem outlet should be near the desk and easily accessible to
guests.
Have a separate Guest fax machine available and easily accessible.
A detailed set of instructions about logging on to the Internet should be included with the
telephone instructions for international calls.
Keep long distance mark-up charges competitive with the marketplace. We must not be
the most expensive.
Keep a current list of all multi-lingual personnel and the languages each reads or speaks
near telephones in Guest service related areas and in the Front Office area.
Ensure privacy and security. Do not provide callers with Guests‟ room numbers or any
personal information about guests.
Do not put calls through to room numbers without first verifying the Guest‟s name.
Do not place a caller on hold for more than 15 seconds.
No outside call that has been transferred to a room or another extension should be
allowed to ring more than six times. Break in with a message by the sixth ring either via
voicemail or attendant.
Have telephone „Do not disturb‟ available.
Have call forwarding available upon request.

Have call screening readily available.
Calls for Management should not be screened.
Collect Calls
o The hotel generally does not accept collect telephone calls. Collect calls are only
accepted when it is necessary to provide an optimum level of service and to avoid
circumstances that promote negative guest perception.
o All telephone lines in the hotel should have call screening placed on them by the local
telephone company to ensure that no collect calls are accepted. Screening will also
alert operators that lines belong to a hotel and no direct charges are allowed to lines
by guests.
Guest Complaints
o If an operator receives a guest complaint, the Guest Service Manager on duty will be
contacted immediately to assist the guest.
o If the Guest will not hold, please get his/her name and room number and reassure the
guest the appropriate manager will contact him/her immediately.
VIP Procedures
o Telephone operators are to be advised daily of all VIP and Special Attention Guests
who are registered in the hotel. A list is to be kept updated on the service board.
The General Manager or his designated assistant must handle all media, general public
requests and inquiries.

6.6.20 How to take Messages
S. NO TASK ACTIVITY
To inform a Guest or a member of the Management of a call that he missed due to his absence
1 Objective from his designated place.
When it has been identified that you must take a message, take a message form and fill in
2 Procedure the information required.
Take the name of the caller, company name, contact number (landline and mobile) and the
message. All of this information should be repeated back to the caller. Assure the caller that
the message will be delivered.
In-house Guests
o type the message into Opera for the guests
o print out the message A5 paper size and put in the envelope for A5 papers
o stamp the time seal on the envelope along with the Guest‟s name and room no.
o fill out the log on the details
Delivered to the guest room within 30 minutes of receiving it.
For Internal Guests
o fill out the message form
For arriving Guest
o A locator will show on the guest check – in screen and the guest service agent on arrival, will
advise the guest that there is a message. The message should be printed and
presented promptly during the check in process.
o Message and Faxes will only be delivered between 8:00 am and 10:00 pm. Outside of
these times; the guest‟s message light will be turned on.Call for the Concierge and once
he comes in, ensure he signs in the messages logbook and delivers the message.

6.6.21 Voice Mail Service
S. NO TASK ACTIVITY
The hotel provides voice-messaging service to all guestrooms. Offer callers the option of leaving
1 Objective a written message, which will be placed in the in-house Guest‟s voicemail box.
Within each Guestroom, provide clear and easy instructions about the use of the voice-
2 Procedure message system.
Maintain a system to regularly check that guestroom telephone message lights are in good
working
o order.
When a caller calls for a registered in-house Guest, and there is no answer in the room, the
call will revert back to the Operator within 5 rings. The operator will ask the caller if he/she
wishes to leave a voice message. If the answer to the latter is in the affirmative, the operator
will connect the caller to the voice mail system. If the caller prefers to leave a text message,
the operator must type the message, have it delivered to the room and activate the message
light on the Guest‟s phone.

6.6.22 Guest privacy

S. NO TASK ACTIVITY
The hotel ensures the safety and privacy of its Guests by never giving out Guests‟ room
1 Objective numbers.
Screening Calls
2 Procedure
Should a Guest request that all incoming calls for him/her are to be screened, the
Operator must ask any caller for the room: “May I ask who is calling please?”. The
Operator should then place the caller on hold and call the Guest. When the guest
answers, explain to him/her: “This is Mary, the Hotel Operator. I have Mr. /Mrs. _____ on
the line, may I connect you?”Should the Guest decline, the Operator is to return to the
caller and say: “I am sorry there was no answer in the room. May I take a message?”
Calls for administrative extensions will not be screened.
Privately Registered
Should a Guest, who is privately registered, request that his/her stay in the hotel not be
acknowledged to anyone for any reason, a (PR) will be placed in front of the guest‟s
name in the computer. The room number will not be found by the name. The name,
however, will appear by the room number inquiry.
When a caller asks for a privately registered guest, the operator is to advise: “I am sorry.
We do not have Mr. /Mrs. _____ registered in the hotel, nor are we holding a reservation
for him/her.”

Requests for Room Numbers
A Guest‟s room number may never be provided to a caller. The Operator is to ask the
caller if he/she wishes to be connected to the room once the caller has provided the
operator with the Guest‟s name.

6.6.23 Handling DND
S. NO TASK ACTIVITY
1 Objective To ensure that when Guest requests that they not be disturbed it is followed as per procedure
When a Guest requests that no calls are to be transferred or made to in his/her room the
2 Procedure Operator must make sure that the Guest receives no calls in their room.
The switchboard will allow you to bar any calls being transferred to a guest room. This must
be done immediately when a guest requests for a “Do Not Disturb.”
Once the Operator sets a “Do Not Disturb”, no calls will be allowed to get through to the
room. The DND is to be placed on the telephone and a locator on the room indicating until
when the DND is valid and any special request that the Guest may have made. The request
is to be placed on the service board. It is very important to remove the “locator” as well as
the request which was placed on the service board, once the DND is removed to avoid future
calls being missed by the Guest.
Any callers who wishes to speak to a guest whose line is on DND must be asked to leave a
message and as soon as the DND is off the message would be sent up to the guest.

6.6.24 Information
S. NO TASK ACTIVITY
The operator must be fully informed at all times of events, functions, promotions and their
1 Objective whereabouts.
2 Procedure Keep all available information in the operator‟s clipboard and update daily.
Contact the Food & Beverage Manager on a weekly basis to ensure that the information you
have of upcoming events is up to date.
Contact the Banquet coordinator on a daily basis to ensure the Daily events are up to date
and any amendments can also be noted.
All information such as Daily Sheets must be placed on a clip board and be within reach of
each Operator. Important facts such as Place and Name of Event, Time of event, description
of excursions, prices, weather forecast, availability of adapters, Spa promotions, Airport
limousine schedules, available business services and prices, daily VIP(very important
person) list, directions to the hotel from major airports and highways, directions to an all-
night pharmacy or medical emergency center, emergency procedures and telephone
numbers, home telephone numbers of key staff, message pads and envelopes, assignments
for the pages and in house radios/phones, procedures and a log for telephone problems,
hotels and resorts directory, wake up log. etc. must also be available
Consider the telephone attendant position of prime importance in the case of a fire of
emergency.

Ensure telephone attendants have the current, accessible list of emergency telephone
numbers for the power company, fire, police, the hospital, ambulance service, doctors, and
CPR (cardiopulmonary resuscitation ) trained/certified employees

6.7 Business centre
6.7.1 Outgoing and incoming faxes
S. NO TASK ACTIVITY
To ensure all Guest incoming and outgoing documents/ faxes are handled with utmost
1 Objective confidentiality and delivered to the Guests on time.
Welcome the Guest with a smile and courteously offer assistance.

2 Procedure
The Associate should verify the Guest‟s name and room number. Always repeat the Fax
number given by the Guest.
The business centre Associate will have to make sure he/ she communicates the charges to
the Guest prior to sending the fax.
The Associate will ask the Guest whether he wishes to wait or have the original fax delivered
to the room or another area (like banquet or restaurant).
The Associate will hand over the sent fax to the Guest in a sealed envelope.
If the guest wishes to have the fax delivered to the room, the Associate will place the fax in
an envelope, note room number and name of the guest and call the bell desk for delivery.
The fax needs to be sent immediately (Within 5 Minutes) as it might contain important
information and the Guest might expect a quick revert from the party at other end.

The Associate should always present a business center bill and request the Guest to sign
the bill after the fax has been sent.
Always thank the Guest and check on his satisfaction. Offer further assistance and end the
conversation by wishing the Guest a pleasant day.

6.7.2 Typing service

S. NO TASK ACTIVITY
To ensure all Guests requesting typing services are handled in a professional manner
1 Objective keeping in mind international business standards.
Welcome the Guest with a smile and ask the Guest to have a seat.
2 Procedure
Courteously offer assistance.
Check the assignment before accepting the work. If you are not able to complete the task,
ask for help from your Supervisor/ Duty Manager
Obtain the Guest‟s name and room number.
Clarify with the Guest whether they want it retained at the business center for collection or
sent up to the room or other area.
Inform the Guest of the cost and completion time, type carefully and accurately.
Proofread the quality of the copy.
Place the typed pages together with original document in an envelope.
Take assistance of the bell desk to send the documents to the Guest‟s room and record in
the „Typing Log Sheet‟ or maintain excel file by date, guest name and room number.
If the Guest is not staying in the hotel, ensure you receive an immediate payment or charge
to the conference bill (Check function sheet for instructions), if the Guest has come for the

conference.
If the Guest is in-house, post the charges to the Guest room as soon as the task is
completed.
Obtain Guest‟s signature on the bill

6.7.3 Photocopies service
S. NO TASK ACTIVITY
To ensure Guest is assisted efficiently in making the photocopies, keeping a track on the
1 Objective quality of the copies and sequence. The staff should be competent in handling the photocopy
machine.
2 Procedure Welcome the Guest with a smile and courteously offer assistance.
Obtain the Guests‟ name and/or room number.
Advise the Guest of the cost and completion time.
Proofread the quality of the copies.
Place your copies as well as the Guest‟s original document into an envelope
Call the bell desk to send it to the Guest‟s room or keep at the Business center for
collection(In accordance with the Guest‟s Instruction).
Record in the data log register or excel file by date, Guest name and room number.
If the guest is not staying in the hotel, ensure you receive an immediate payment or a charge
is made to the conference bill (Check function sheet or instructions). If the Guest has come
for a conference, the convention sales have to be informed.
If the Guest is in-house, post the charges to the Guest folio as soon as the task is completed

(Obtain Guest signature).

6.7.4 Contracted service
S. NO TASK ACTIVITY
1 Objective Ensure the contracted services will be offered professional the Business Centre Team.
2 Procedure Welcome the Guest with a smile and courteously offer assistance.
Once the request has been taken, advise the Guest of the cost and completion time.
Contracted Services may include:

o Making business cards
o Courier services
o Interpreter Service
o Cell phone rental
o Packing company
Ensure the grooming of the contracted service personnel is good before he/she
approaches the Guest.
Introduce the employee to the guest (If any or possible).
Record in the „data register or excel file by date, Guest name and room number, as well
as the company.
If the guest is not staying in the hotel; ensure you or the hotel receives an immediate
payment or a charge is made to the conference bill (Check function sheet or instructions).
If the Guest has come for a conference, the convention sales to be informed.
If the Guest is in-house, post the charges to the guest folio as soon as the task is
completed.
Obtain Guests signature on the bill for further reference.
Always thank the Guest and check on his satisfaction. Offer further assistance and end
the conversation by wishing the Guest a pleasant day.

6.7.5 Binding service
S. NO TASK ACTIVITY
To ensure business centre Staff knows how to use the binding machine and complete the task
1 Objective given in a professional and speedy manner.
2 Procedure
Advise the Guest of the cost and completion time.
Proofread the quality of the binding material. Thereafter, present the bound material to the
guest
If the Guest has requested the item to be delivered to his room, send it to the room or keep
it at the business center for collection.
Record in the „Data Record Register or Excel file‟ by date, Guest name and room number.
If the guest is not staying in the hotel; ensure you receive an immediate payment or a
charge is made to the conference bill (Check function sheet or instructions). If the Guest
has come for a conference, the convention sales to be informed
If the guest is in-house guest, post to the guest‟s room as soon as the task is completed.
Obtain Guests signature on the bill before posting any bill.

6.7.6 Printing service
S. NO TASK ACTIVITY
Ensure Business Centre staffs know how to handle guest requesting to print out a document
1 Objective and this task to be completed in a professional manner.
2 Procedure
Obtain the guests‟ name and/or room number.
Advise the guest of the cost and completion time. Please note, color and black / white prints
have different charges.
Proofread the quality of printed pages. Thereafter, present the printed pages to the guest in
an envelope.
Ask the bell desk to send it to the guest‟s room or keep it at the Business Center for
collection. (In accordance with the Guest‟s Instruction) ensure all delivery must be recorded.
Record in the „Data log register or excel file‟ by date, guest name and room number.
If the guest is not staying in the hotel, ensure you receive an immediate payment or a
charge is made to the conference bill (Check function sheet or instructions). If the Guest
has come for a conference, the convention sales to be informed.
If the Guest is in-house, post to the Guest folio as soon as the task is completed (Obtain
Guest signature).

Obtain Guests signature on the bill before posting any bill.
Always thank the Guest and check on his satisfaction. Offer further assistance and end
the conversation by wishing the Guest a pleasant day.

6.7.7 Meeting room rental
S. NO TASK ACTIVITY
To ensure the meeting room is well arranged and organized. The equipment is cleaned and in
1 Objective proper working condition, all the stationary to be ready before the Guest arrival.
Check daily logbook / function sheet for the updates on the meeting room reservation.
2 Procedure Turn on the lights and air conditioner to ensure everything is in proper working condition.
Check the stationary i.e. meeting pad, pencil, letterhead paper etc.
Double check with engineering/ IT regarding the room set up system i.e. Internet
Connection, LCD, DVD, Sound System etc.
Double check with Food and Beverage regarding the coffee break, snack and etc.
Greet and welcome the Guest with a smile as per our standards.
Reconfirm with the Guest regarding the duration, total participants, cost, and billing
instruction.
During the meeting period check with the Guest if there is any service required ensuring the
meeting goes well.
At the end of the meeting, prepare the bill for guest to verify and sign on miscellaneous
voucher and proceed with the billing.
Thank the Guest for using the meeting service and obtain the feedback from Guest to
review and improve our services.
Post the charges accordingly and fill in the business centre control sheet or excel file.

6.7.8 Equipment Rental
S. NO TASK ACTIVITY
To ensure the business centre has a proper control on the equipment on loans (for resident
1 Objective Guests only) assuring the equipment are in good condition, clean and functioning as well and
have a knowledge of operating them.
Ensure the equipment quantity and quality is checked daily and logged in the
2 Procedure communication book for the reference.
Obtain the Guests‟ name and room number and check the equipment before giving it to the
Guest.
Advise the Guest of the cost of rental.
Present the equipment in a good condition to the Guest.
Record the rent into the logbook or excel file such as date, name, room number, time of rent
and expected date of return.
Inform the Guest to fill out the equipment rental form, explain the Guest how to operate the
equipment or call engineering or IT to explain it.
If the Guest is in house, post charge to the guest‟s room folio as soon as the task is
completed.
If the equipment is given to a conference guest, ensure convention sales team is informed
and charge accordingly to the conference bill (Give Guest‟s name and room number if
applicable to Convention Sales).
Ensure to obtain Guest signature on the bill, thereafter recheck the Guest‟s signature with
front desk for reference.
Note: For non-residential Guest the hotel equipment will not be rented.

6.8 Business Class Lounge
6.8.1 Food & Beverage Lounge

S. NO TASK ACTIVITY
1 Objective To ensure Club lounge staff has proper product knowledge and is well versed with the taste of the food items i
the menu and method of preparation in order to answer Guests‟ queries.
The Club Lounge staff should be fully trained by Food and Beverage management, in terms of service, food an
2 Procedurebeverage that would be served in the lounge.
Staff must be sure of what product they are offering to the Guest. This gives them them enough confidence t
approach the Guest and recommend the product.
Staff will have a good food and beverage knowledge when it comes to the description and preparation of th
menu item.
Knowledge of the correct chinaware, glass, and flatware used to serve the items is required.
The staff will read and study food and beverage menus carefully, and be aware of the items available and an
changes made.
The staff should know the basic cooking methods and type or style of beverage / cocktail preparations.
The staff should taste and see the presentation of a dish or cocktail in order to know how it looks and tastes like.
Before the product is served, ensure that the correct presentation and equipment are the same as the men
explains.
6.8.2 Knowledge of Operating Equipment

S. NO TASK ACTIVITY
1 Objective To ensure the Club lounge staff understands the procedures and handle all the operating equipment properl
by giving proper training to maintain and operate equipment.
2 Procedure Club Lounge staff must have the following knowledge concerning the operation of the equipment in the outlet
(china, glass ware, flat and hollow ware, cutlery, linen, etc.)
All material will be used, cleaned, and stored correctly according to the outlines of use that are given.
Material will only be used in the Club Lounge. The stewarding department, with an issuing and return sli
must monitor equipment that is to be lent to other outlets or departments.
Use operational manuals, and familiarize with the equipment available, to ensure proper
use. Use the equipment only for what it is meant for.
Equipment must be stored safely and securely at all times. The equipment must not be obstructing th
passage or way or be in direct view to the Guest.
All storage racks to be labelled / type of equipment stored.
Equipment cannot be stored in cardboard boxes or improvised containers.
A par stock for all equipment is to be monitored at all times by the Manager In-charge.
6.8.3 Opening and Closing Duties
S. NO TASK ACTIVITY
1 Objective To ensure proper duties are performed and tasks are completed before opening and closing the loung
and appropriate checklist to be filled by the respective agent.
2 Procedure When opening or closing the Club lounge, the manager or supervisor in charge must follow th
corresponding checklist correctly.
The person in charge for following the opening or closing checklist, must delegate the work evenly and
mak sure it‟s done by the designated person.
The person in charge must assure that all tasks are completed, and as per standard requirements. Th
person responsible for these pre-opening activities or closing or after service activities must double chec
that everything is left in order. This will facilitate the next service period for the colleagues coming for the
ne shift.
Ensure the checklist is verified by the Club Lounge Manager or Manager in charge or outlet managers daily.

6.8.4 Cleaning Schedule
S. NO TASK ACTIVITY
1 Objective To ensure that the staff is familiarized with the cleaning schedules of the Club lounge, adhere to th
schedules strictly and supervise correctly in order to have a clean and sanitized outlet at all the time.
2 Procedure The club lounge staff has to strictly follow the different types of cleaning schedules that exist. (Daily, weekly
monthly, general cleaning, and deep cleaning etc.)
The Club Lounge Manager or Supervisor must delegate the correct job assignments to each responsibl
staff.
The housekeeping department does some cleaning at the outlets as well. Full cooperation is expected from
all the departments.
The cleaning schedule i.e. daily, weekly, monthly, and deep cleaning will be logged for the further referenc
after task is completed.

6.8.5 Serving Cocktails and Dinner
S. NO TASK ACTIVITY
To ensure that the staff is familiarized with the cleaning schedules of the Club lounge, adhere to th
1 Objective schedules strictly and supervise correctly in order to have a clean and To ensure that all Club Loung
attendants serving cocktails and drinks receive the correct knowledge of presentation, recipe an
quantity.
2 Procedure
Club lounge attendants must have the knowledge of how to serve and present the drinks correctly.
Club lounge attendant need to reconfirm the order at all times.
Club lounge attendants must study and follow carefully all training procedures for the service and
presentation of each drink before getting directly involved in this duty.
Ensure each drink has a standard recipe and must be strictly followed.
The Club lounge attendants should ensure that the service is getting provided to the eligible Guest
only.

6.8.6 Setting Table

S. NOTASK ACTIVITY
To ensure the tables are set properly with all the necessary arrangements as per outlet requires. Th
1 Objective tables have to be arranged according to the time of the day and service i.e. Breakfast, all day and evenin
cocktails.
2 Procedure Before collecting all the necessary equipment, staff must check for cleanliness and quality.
All the chairs are aligned as well as the
tables. The apron is set.
The tablecloth is set.
The plate is set 1 cm away from the border and well cantered with the
chairs. If the plate is not set, replace with napkin.
Large fork is set on the left 1 cm away from the border of the table.
Large knife is set on the right 1 cm away from the border of the table.
The bread plate is set next to the fork well cantered, the bread knife can be added now if desired, and it‟
placed in the far right side of the plate.
The glass is set on the right side, just 1 cm on top of the knife, and well cantered.

6.8.7 Meeting Rooms

S. NO TASK ACTIVITY
To ensure the meeting room is well arranged and organized. All meeting room equipment must be i
1 Objective working condition and stationary must be checked and placed in order prior to Guest arrival.
2 Procedure Check daily logbook / function sheet in regard to the meeting room reservation.
Turn on lights and air conditioner to ensure everything is in proper working condition.
Check the stationary i.e. meeting pad, pencil, letterhead paper any other Guest request.
Double check with Engineering regarding the room set up system i.e. Internet Connection, LCD, DVD,
Soun System and etc. if requested for.
Double check with F&B regarding the coffee break, snacks and other requirement, if any.
Greet and Welcome the Guest with a smile, escort the Guests to the meeting room as reserved.
Reconfirm with the Guest or organizer only regarding the duration, total participants, cost, billing
instruction coffee break, and discreetly.
During the meeting period check with the Guest if there is any service required ensuring the Guest succes
on the meeting and provide your name.
At the end of meeting prepare the bill for Guest to verify and sign on miscellaneous voucher to bill th
charges.

Thank the Guest for using the meeting service and obtain the feedback from Guest to review and improv
our service standards.
Post the charges accordingly and fill in the Club Lounge Meeting control sheet.

6.9 Wellness Centre
6.9.1 Rules and Regulations
S. NO TASK ACTIVITY
To ensure all employees are aware of the Rules and Regulations for the guests and to provide a
1 Objective environment where all Guests will enjoy the facilities of the Health Club and Spa without causin
inconvenience to other Guests.
2 Procedure The Management reserves the right to suspend or terminate membership if any member fails t
comply with the rules and regulations of the Health Club.
The Management reserves the right not to renew membership upon expiry of any membership.
Health Club members may bring outside guests and will be charged at the prevailing daily rates
Members are responsible for the conduct of their guests.
It is prohibited to run and dive in the pool area.
For hygiene purposes, guests are advised to shower before entering the Swimming Pool o
Jacuzzi.
Proper attire must be worn at all times while using the Health Club facilities (i.e. swimming attire
athletic/exercise clothing and athletic shoes).

Guests and members are asked to present their name and room/apartment number o
membership card to register at the reception desk prior to using the facilities. The managemen
reserves the right to refuse admission to any member or guest not producing this information.
Members and guests are asked to disclose any information with regards to medical conditions o
their confidential medical record with the Health Club Reception. For any advice concernin
medical conditions and use of the Health Club and Spa Facilities, they are advised to contact th
Health Club & Recreation or Spa Director.

6.9.2 Hours of Operation
S. NO TASK ACTIVITY
To ensure consistent hours of operation and ensure all areas are manned properly during operatin
1 Objective hours.
The pool facilities are open from 0600hrs until 2200hrs. This area is manned by certified lifeguard
2 Procedure during opening hours at all times. One Lifeguard starts work at 0600 hrs. To prepare the area an
another one lifeguard is on duty until 2200 pool closing.
The gymnasium is open from 0600hrs until 2200hrs for members after then keys can be procure
from security on call to magic team for room guest.
This area is manned by a gym instructor or a gym attendant who will prepare the area by 0600hr
(i.e. turn on the machines; ensure there are enough towels, water in dispenser etc.) The gym
equipment will be switched off at 2200hrs.
One Health Club/SPA attendant is assigned in each area per shift. A male attendant for the Mal
locker and a female attendant for the Female locker..
Ensure that we are consistent in following the policies indicated when dealing with the guests
Should the staff encounter situations wherein the guest would request an extension before use o
the facilities, it is recommended that he/she would write about it in the logbook and ask permissio
from Duty Manager or Health Club & Recreation Manager.

It is important that the staff be confident enough to come up to the guest and inform him/her of th
closing time. This is for the guests own safety.

6.9.3 Policy, Terms and Conditions
S. NO TASK ACTIVITY
1 Objective To ensure that the guest is aware about the policy of terms and conditions of the Fitness centre.
Health Club membership is based on single, couple, family and corporate applications. Use o
2 Procedure facilities by members or their guests is entirely at their own risk. The Hotel will not be liable for an
injuries or damages sustained while using the Club facilities.
The Hotel is not liable for any loss or damage to any personal belongings left in the Health Club o
on the Hotel premises. Members must produce their membership cards upon entering the clu
premises and prior to using the Health Club facilities. Membership cards remain the property o
hotel.
Loss of membership cards must be reported to the Health Club management immediately. A
administration fee will be charged for a new card. Membership of the club is strictly non
transferable and non-refundable.
Guest passes must be pre-booked by a member and the member must be present for the entir
time the guest is on the club premises. Guests of members cannot avail of food and beverag
discounts that apply to memberships.
Parents are responsible for the behavior of their children and should ensure that they ar
supervised at all times.

Parents are responsible for the behavior of their children and should ensure that they ar
supervised at all times.
Children under 16 are not permitted to use the gym, heat experience or Spa facilities at any times
unless in a structured session being run by the club or one of its appointed staffs.
Domestic helpers/ Nannies are not part of the membership and a full individual fee must be pai
should they wish to enter the facilities
Food and beverage should not be brought onto the premises at any time for any reason. A full foo
and beverage service is available throughout the hotel.
To avail of membership food and beverage discount, a valid membership card must be presente
and he member must be present.
The use of radios, television, CD/DVD players and all other portable music systems is no
permitted, except with headphones
It is forbidden for members or their guests to remove any brand property from the premise
including towels. Disciplinary action will be taken by the management leading to termination of th
membership.
Pets of any kind are not allowed onto the premises at any time.

6.9.4 Music
S. NO TASK ACTIVITY
1 Objective To ensure the guests will enjoy the environment of the Health Club facilities.
Only the in house music should be played in the areas. In treatment rooms only selected musi
2 Procedure is to be played.
Music can significantly enhance the guests‟ experience at the Health Club. It is important t
review and approve all artists, music type and actual songs/sounds prior to playing th
selections in the public areas, treatment rooms or fitness center. The Health Club and Sp
Manager must review and approve all music to be played in the Health Club and Spa areas.
Relaxation music (no vocals) should be played in spa and treatment room areas. Gym an
movement studio music should not be loud enough to be heard in relaxation areas. Musi
should be on from 0600hrs to 2200hrs. Volume should be kept low as background music only.

6.9.5 Lost & Found
S. NO TASK ACTIVITY
To ensure a centralized handling of all “Lost” items found in the hotel and also to make everyon
1 Objective aware with what to do with the lost and found items and how to handle the queries.
2 Procedure To ensure a centralized handling of all “Lost” items found in the hotel, all items must be turne
into the Housekeeping Department immediately.
Three Categories of Lost and Found Articles:
Valuable Articles
Non- Valuable Items
Perishable Articles
11111 , Any item that has monetary worth such as watch, jewelry, electronic items (e.g. mobil
phone, CD player, radio, video camera, camera…), money, passport, credit cards, I
cards, etc.
Items that do not have monetary value such as clothing, shoes, paper documents, etc.
Items that will degrade after a period of time and therefore should be disposed off after
holdin it for 24 hours maximum, such as food, beverage, flowers, etc.
Found items from all areas in the Health Club must be handed over to the Housekeepin
Department as soon as possible, accompanied by a properly filled out Lost and Found Repor

Slip. If for some reason the item cannot be brought to the Housekeeping Departmen
immediately, the Housekeeping Office must be informed that the item has been found.
Any inquiries for lost items shall be given to person in charge of Lost and Found to maintain
centralized control. After office hours calls should be taken by the Duty Manager.
For privacy reasons, under no circumstances shall the guest be contacted and informed abou
a lost item found. It is for the guest to inquire about the item.
All valuables are to be kept for six month. Unclaimed items are given back to the finder.
For all items to be disposed of, prior written approval from the General Manager or the Residen
Manager must be obtained.
Below is the list of items that will not be returned to the finder under any circumstances:
Alcoholic beverage/liquor
Drugs/medicine
Food
Flowers
Other perishables
Credit cards
Passport and ID cards
Traveller‟s Cheques

6.9.6 Conduct of Guest
S. NO TASK ACTIVITY
To ensure the guest and members follow the Health Club and Recreation rules and regulations an
1 Objective also able to enjoy our facilities without the disruption of others.
All Health Club members and Hotel guests have the right to a quiet environment. Guest
2 Procedure shouting, using foul language within the facilities will not be tolerated.
Children under 18 years of age are not allowed in the gym and spa areas.
Intoxication is contradiction of Health Club and Spa facilities. All Health Club and Sp
employees have the right to refuse Spa.
Service or access to the Health Club and Spa to the guest.
Guests are to wear socks and Training shoes whenever they wanted to use the gym facility.
Guests are to wear sportswear when using the facilities or appropriate loose fitting clothing.
Guests should wear proper swimming attire whenever using the pool. Such as a swimmin
costume or swimming shorts.
Ladies are not allowed to be topless when swimming or sunbathing in the pool area
Employees are to politely inform the guests of the rules and regulations in all areas.

If difficulties arise, the Health Club and Spa Manager should be notified. In the absence of th
Health Club and Spa Manager, the Duty Manager can be called for assistance.

6.9.7 Cleanliness & Maintenance of Gym Equipment
S. NO TASK ACTIVITY
2 Procedure To maintain the equipment of the gymnasium, schedule inspections and cleaning of th
equipment must be conducted.
The Cleanliness and Maintenance Checklist has been devised for the entire Health Club
Gymnasium Area and Fitness Equipment.
The checklist is to be conducted daily and given to the Health Club Manager on a daily basis.
Immediate action is to be taken on dirty or defective equipment and supplies.
The following checking and cleaning is to be conducted on a daily basis.
Check the applicable items for general wear and tear and operational faults.
o Electrical supply
o Screen
o Elevator
o Belt
o Pedals
o Straps

o Startup process
o Grips
o Heart rate sensors
Operate the machine to ensure it is running

correctly. General cleaning
o Switch OFF and unplug the machine from the wall socket.
o Clean all external parts by using damp cloth with disinfectant.
Check the applicable items for general wear and tear and operational faults.
Cables:
o Ensure the cables are not worn.
o Ensure the cables are in the pulley slots correctly.
o Ensure the cable tension is correct, is it too loose or too tight.
Selector pin:
o Ensure the selector pin is available at each machine.
o Ensure the selector pin slides smoothly in and out to change the desired
weight. Seat and height adjustment:
o Ensure the adjustment of all possible areas is smooth and easy to operate.
o Ensure all selector pins are available at each
machine. General Cleaning:

o Clean guide rods, if dirty.

o Use disinfectant to wipe the all of the upholstery.
o Clean all exterior and chrome parts with damp cloth (disinfectant may be used
needed)
Check equipment for damage

o If the weights are scratched or damaged, they need to be repaired or replaced.
o Check all adjustment to ensure they move smoothly and are easy to adjust.
o Check the safety precautions on the equipment for
operation. Cleaning:
o Wipe all free weight bars, plates and benches with disinfectant.
o Ensure items properly arranged according to weight classification.
o Always use caution when handling heavy weights and lift items properly.
It is a daily procedure to ensure all guest amenities are clean, fully stocked and in goo
operational condition.
The Health Club employees should do a daily basic inspection on all equipment as per th
outside maintenance contract specifications.
Preventative maintenance program is to be conducted by the Health Club employees on

regular basis as per the contractor.
The Health Club Supervisor may conduct light repairs and adjustments.
The supplier or the equipment manufacturer must conduct all major repairs.

Under warranty repair work and service on equipment must to be done by the supplier or th
equipment manufacturer.
The contract with the supplier is for regular annually scheduled maintenance.
Log Book for repair and service of the equipment to be signed by Health Club Manager o
Health Club executive
Cardiovascular machines:
Gym equipment with electrical or generator supply.
o Treadmills
o Cross-trainers o
Upright bicycle o
Recumbent cycle
Non electrical strength range machines:

o Pull down
o Shoulder press
o Pec fly
o Abdominal crunch
o Vertical press
o Leg extension
o Stretch trainer
o Smith machine
Free weights and dumbbells

o Dumbbells and racks
o Adjustable bench
Core and balance kit:
o Stability ball
o Stability ball holder
o Medicine balls
o Rack package
o Foam rollers
o Stretch mats
Gym Amenities:
o Towel rack
o Used towel basket
o Weight Belts
o Television sets
o Headphones
o Wall clock

6.9.8 Cleanliness of Pool Deck Area
S. NO TASK ACTIVITY
To ensure the deck areas of the swimming pools are clean and free of algae growth (not slippery) an
1 Objective also to provide an enjoyable and safe experience for our guests and members.
Pool deck areas close to the swimming pool are to be rinsed every morning.
2 Procedure
The water should be routed into the storm drain area or the pool overflow.
Pool deck areas around the swimming pool are to be swept in the afternoon and evening o
when needed.
Entire pool deck area is to be pressure washed completely. (Preferably during low period, nigh
or early morning).
This is to remove all algae growth from the pool deck areas.
The excess water should be directed into storm drain areas and NOT back into the swimmin
pool skimmer areas.

6.9.9 Selling and Upselling
S. NO TASK ACTIVITY
To ensure maximum revenue per reservation of each guest and also in order to have higher averag
1 Objective revenue per guest ratio.
It is the responsibility of the employees of the Health Club to up-sell during taking of reservatio
2 Procedure and upon arrival of the guest in order to maximize the revenues.
Each member of the Health Club and Spa has to be professionally trained to the up-sellin
techniques in order to take the guest through the process without any inconvenience and wit
maximum chances of success.
Provide accurate and knowledgeable information about the products or services to the guest.
Ensure the price and duration of the service or product is explained to the guest with accuracy.
Listen to the guests needs by evaluation of Health Questionnaire and consulting the gues
needs.
Give guest what they need to suit their personal program.
Be aware of daily and monthly target.
Do not push the guest to accept if the guest does not want to buy graciously.
Do not say “I cannot “or “they cannot” before you try!

6.9.10 Cleanliness & Organization of Pool Furniture
S. NO TASK ACTIVITY
Cleaning (Daily)
2 Procedure All pool furniture is to be wiped cleaned with damp cloth on a daily basis & arranged properl
according to the layout given. (morning)
o Deck chairs
o Deck chair cushions
o Tables
o Chairs
o Umbrellas and stands
o Pool towel countertop
o Pool rescue equipment
Organization of Furniture
To be conducted 3 times per day (and as
needed). o Morning
o Noon
o Evening
Organization of deck chairs

Organization of deck chair
cushions Organization of tables
Organization of chairs

Organization Umbrellas and stands

Organization of pool rescue equipment
Deep Cleaning (Weekly)

All pool furniture to be scrubbed clean with cleanser and rinsed with water.
o Cleaning of deck chairs

o Cleaning of deck chair cushions
o Cleaning of tables
o Cleaning of chairs
o Umbrellas and stands
o Cleaning of pool towel countertop
o Cleaning of pool rescue equipment

6.9.11 Greet the Guest at Gym
S. NO TASK ACTIVITY
1 Objective To greet the guests in a professional & courteous manner and make them feel the Brand touch.
Greet the guest
2 Procedure
“Good morning/ Afternoon/ Evening (Mr./Ms. ------), Welcome to fitness center.
Identify the purpose of visit
To use the facility

To see the facility
For membership
Greet the guest and introduce yourself
“Good Morning/ Afternoon/ Evening

Sir/Ma‟am OR Mr. / Ms.………………. I am …………….. I would assist you during your work out.
Offer assistance:
Ask for the equipment preferences and provide assistance if required.
Provide ear phones with disposal covers if required.
Check the comfort zone of the guest and offer cold towels water bottles.
Ask for the further assistances and provide mat with the big towels.

Escort the guest to the requested destination:
“Certainly, Sir/Madam this way please”
Bid farewell:
Thank you, Mr. /Ms. (Guest name) looking forward to see you again. Have a nice day.
Ensure that guests feel valued and recognized with consistent, personalized high quality an
hassle-free service.
Smile – put a smile in your voice.
Appropriate eye contact
Positive body language.
Listen to what the guest is really saying.
Utilize the guest‟s name. if know.
Always offer assistance to the guest.
Speak clearly.

6.10 Triton & Glitch
6.10.1 Register a Call
S. NO TASK ACTIVITY
To start a Guest request, i.e. a call using Triton and send the message to the concerned and assigne
1 Objective department‟s shift mobile number.
Guest Service Agents shall ensure that the following standards are taken into account while registering a call:-
2 Procedure
Note the name or number of the location along with the nature of the complaint with time and any othe
additional information.
Click Triton Client Application, Log on to Triton, open call registration and Triton Console.
Select “Guest” or “Staff” radio button. In case of a Guest‟s request, click “Guest” and in case of staff
request click “Staff”.
Select the location from the dropdown menu and start a call
Select the desired fields and enter appropriate information in
Triton Click “Save” and “Close” once done.

6.10.2 Park a Call
S. NO TASK ACTIVITY
To offer extra time to the concerned departments to finish a particular call/ or order especially in case of
1 Objective hassle in between.
Guest Service Agents shall ensure that the following standards are taken into account while parking a call:-
2 Procedure
Name and time to be extended to be noted in the comments box for records.
Time to be changed carefully.
Set a reminder for ourselves to have it followed upon with the concerned department.

6.10.3 Manually assign/ re-assign job
S. NO TASK ACTIVITY
1 Objective To assign/ re-assign a job during a call

Due to periodic log-in and log-out change of status the call get assigned to the person who is not available t
2 Procedure do the job or to the person from another shift set-up, in this case the concerned name is to be selected and th
call is to be manually assigned to the person to channelize the process and to be followed up on.

6.10.4 Register Multiple Jobs
S. NO TASK ACTIVITY
1 Objective To register multiple jobs for the same location

There are times when a single room or a single Guest requests for more than one jobs to be done, then we us
2 Procedure this feature of Triton to add more than two jobs to a single call and is scheduled for the same or may b
different department(s) and channel may follow two of more numbers to start a call. And, also the multiple call
are raised for the same as such.

6.10.5 Close a call
S. NO TASK ACTIVITY
When the job/ task are completed the concerned department call One Touch to inform that the particula
1 Objective call is to be closed.
While closing a call One Touch need note the time when the person called.
2 Procedure One Touch should write a remark for the same writing along with the name of the person informing and also th
follow-up made for the same. This will give us a reason as documentation.

6.10.6 Add Remarks
S. NO TASK ACTIVITY
1 Objective This is the most important feature in the process of registering a call.
This is used to have a written record documented for future references, etc.
2 Procedure

6.10.7 Reset Time on call
S. NO TASK ACTIVITY
1 Objective To re-set a call time.

Guest Service Agents shall ensure that the following standards are taken into account while parking a call:-
2 Procedure
Note the name or number of the location along with the nature of the complaint with time and any othe
additional information.
Click Triton Client Application, Log on to Triton, open call registration and Triton Console.
Select “Guest” or “Staff” radio button. In case of a Guest‟s request, click “Guest” and in case of staf
request, click “Staff”.
Select the location from the dropdown menu and start a call.
Select the desired fields and enter appropriate information in Triton.
Click “Save” and “Close” once done.

6.10.8 Glitch – Register a Call in Glitch
S. NO TASK ACTIVITY
1 Objective To register a call in Glitch and document the incident/ issue or complaint.
Log into Triton
2 Procedure Open Triton Call Registration
Click the „Glitch tab‟ to register a Glitch.
Select the gueSest type by cllicking on the correct raddio button opptions – In‐hoouse, Visitorr,
Checked Out or Pre‐Arrival.
If it is a staff gglitch, click oon the „Staff‟ rradio buttonn and the „Gueest‟ radio buttons will get
Disabled.
When you enWnter an In‐houuse guest name, a slide wwindow openns up with alll the guest deetails
As stored in the PMS. a
IIn case of all the other guuest types, Trriton prompts you to enter one of the contact details
Of the guest. Enter the location of the incident from the drop down.

6.10.9 Glitch – Action on Glitch Calls
S. NO TASK ACTIVITY
1 Objective You can viewYw the details oof a glitch calll by double clicking the Glitch call.
To perform at actions, right click the glitch call; Fig 22.4
2 Procedure The possible actions are atlas follows:
Investigattion: A detailled incident report can be entered in this text boxx.
Recoveryy: You can entter the recovvery action wwith its cost, iif need be;
Close: Thhis tab allowss you to closee a Glitch witth an approppriate reasonn and remarkks;
Copy: Hellps in creatinng a new Glitch without hhaving users‟ enter all thee details in Gllitch
Call Registration.
Edit: To mmake changes, once the glitch has beeen registeredd, you can usee Edit optionn
Delete: Too delete a glitch incident, incorrectly reported.
Re‐open: In case furthher investigation/recoverry is requiredd, a closed Gllitch can be
Reopenedd. This actionn can only bee performed on a closed GGlitch.
View/edit attachmentt: an attachmment can be vviewed/addeed/edited/deeleted.
On the right hOhand side of tthe Glitch call detail winddow, you cann see the Histtory tab whicch
includes a summary of the Investigations and Recoveries;
When you ree‐open a clossed call, the ffont color chaanges to red indicating thhe same.

6.10.10 Glitch – Set Alerts in Glitch
S. NO TASK ACTIVITY
Triton sends Glitch alerts on the basisTs of registratiion, investigaation, closuree, recovery, aand
re‐opening off a Glitch call;
Glitch alerts cGcan be filtereed on the bassis of departmment, action performed oon a glitch annd
1 Objective Glitch description.
In order to seet up an alertt, right click aanywhere onn the Glitch SSetup screen and click on
„New‟. Fig 3.22
Follow the steps below to create an alert for Glitch:

2 Procedure Enter a named for the alertt;
Choose filtersCs on the basis of alert typpe, descriptioon and deparrtment
Create a scheCedule for the alert – day oof the week along with thee time;
Select the recScipients for thhe alert fromm the staff listt. You can addd multiple sttaff to the
recipient list for an alert brby using the add and continue buttonn;
Click „On Duty Staff‟ checkCk box to sendd alerts only when staff iss on duty
Click „Save and Exit‟ or „Save & Add‟;
To edit or delTlete the alertts created, rigght click the alert and choose an appropriate option

6.10.11 Glitch – Glitch Reports
S. NO TASK ACTIVITY
To produce relevant reports to analyse and interpret data which can be used for eradicating the root cause o
1 Objective the problem.
Glitch reports cann be used as a managemeent tool to identify and adddress operaational issuess.
2 Procedure Therre are 7 standdard Glitch RReports which can be custtomized to vview the relevvant informaation.
These are:
Glitch Analysis
Glitch List – Detail
Glitch List – Summary
Glitch Recoveries
Glitch Summary per page
Glitch Trend – Monthly
Glitch Trend – Weekly


Fo Sop Manual

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Fo Sop Manual

Uploaded by

Copyright:

Available Formats

Department: Front Office

FRONT OFFICE DEPARTMENT MANUAL

Carlson Rezidor Hotel Group

Standard Operating Procedure Manual

Carlson Rezidor Hotel Group

1. Introduction to Standard Operating Procedures Manual

1.1 Objective of Standard Operating Procedures Manual 14

Carlson Rezidor Hotel Group

3.6 Owning Company 24

Carlson Rezidor Hotel Group

6.1.6 FIT GIT Cancellation Policy 67

Carlson Rezidor Hotel Group

6.3.1 Guest interaction 97

Carlson Rezidor Hotel Group

6.4.2 Check in procedures 125

Carlson Rezidor Hotel Group

6.4.20 Express check out 167

Carlson Rezidor Hotel Group

6.4.38 Guest Privacy 202

Carlson Rezidor Hotel Group

6.5.4 VIP database 231

Carlson Rezidor Hotel Group

6.6.15 Putting a Caller on Hold 258

Carlson Rezidor Hotel Group

6.7.8 Equipment rental 286

Carlson Rezidor Hotel Group

6.9.9 Selling & upselling 312

Carlson Rezidor Hotel Group

1.1 Objectives of Departmental Operations Manual

The contents of the manual serve as a key tool for

1.2 Implementation Departmental Operations Manual

The Department Head should

Compile a complete and clear description of the Operations Manual.

Monitor the individuals‟ implementation and provide guidance where necessary.

Carlson Rezidor Hotel Group

How to use the Departmental Operations Manual

The Departmental Operations Manual is accessible to:

Carlson Rezidor Hotel Group

1.3. Revision of the Departmental Operations Manual

1. Prepare a list of the revised content.

Carlson Rezidor Hotel Group

2.1 About Carlson Rezidor Hotel Group

2.2 Creating value

Carlson Rezidor Hotel Group

A reinforced global sales team

2.3 Ambition/Route 2015

Carlson Rezidor Hotel Group

These will be achieved by:

Establishing clear, compelling positioning for each

Whatever you do, do with Integrity.

Carlson Rezidor Hotel Group

2.5 Radisson Service Concepts

2.5.1 Yes I Can!

2.5.2 100 % Guest Satisfaction Guarantee

Carlson Rezidor Hotel Group

2.5.3 Super Breakfast

2.5.4 3-hour Express Laundry

2.5.5 Express Check-Out

2.5.6 Late Check-Out

2.5.7 One Touch Service

Carlson Rezidor Hotel Group

Access the following services with the touch of a button:

INFORMATION/CONCIERGE: request special information on local

2.5.8 Free high-speed Internet