LE SUTRA – THE INDIAN ART HOTEL

LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Debriefing

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: A regular mandatory procedure of handover between front office staff for a smooth
operation, and guest service and accountability. The Front Office team must and should be
briefed about guests/rooms/revenue every day.
Scope: To ensure accountability in terms of a detailed handover and jobs carried out during
the shift.
Procedure:
1. Discuss previous night’s report figures with business on books and outlet revenue.
2. Discuss log points.
3. Discuss one training topic related to front office operations.
4. Logbooks are well maintained and handed over to the next shift in accordance
with the set procedures.
5. Verify and cross-check VIP guest arrivals & focus special attention.
6. Check guest history to confirm any likes/dislikes of a particular repeat guest.
7. Discuss guest tariff and packages of the guest.
8. Follow check out timings.
9. Discuss about the long stay guest in-house.
10. Follow long stay guest check out procedures.
11. Discuss the High Balance guest details.
12. Discuss the Scanty baggage guest details.
13. Discuss any bills on hold.
14. Discuss the Details about airport pickup.
15. Discuss the Overview of hotel occupancy for the week.
16. In Process Measures should be implemented and updated every day. A report of
the same must be shared with GM regularly and the consolidated score must be
entered into Master Tracker along with other guest facing departments.

For the Team,

 Training sessions to be held for the team regularly
 IPM’s to be recorded and updated regularly
 FO should hold at least One mock drill every month for pre-arrival, arrival and
departure experiences
 The team should be up to date with their SOP and ensure that it is followed
completely
 Guest recognition program is followed accordingly
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LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Reception Guidelines

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: Maintenance, upkeep and procedures of the reception area must be followed as per
the guidelines set by the management.
Scope: To ensure operations in the reception run smoothly and everything is in order.
Printouts & Photocopies
 Complimentary Prints: 5 | Chargeable over 5 copies
 Black and white Printouts @ INR 10 per page
 Photocopies @ INR 5 per page
Other services on request (outsourced)
 Color Printouts
 Scanning
 Lamination
 Spiral / Comb binding
*Charges as applicable | Please note that all prices are exclusive of all taxes.

Telephone Information

Calling Room-to-Room:
 Examples:
If you wish to call Room # 106 – Dial 1106, dial the number 1 than the room number

Dial 9 – The operator will connect you to the number you request for
 Local Calls
 National Calls
091 + Area Code + Number
(Time and distance charges apply)
 International Calls
091 + Country Code +City Code + Number
(Time and distance charges apply)
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LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Room Upselling

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: The FO team must be updated about the room revenue targets for the day, week, and
month. Upselling is the process of persuading the guest to opt for a superior room with a
higher room rate. This is a skill essential for all front desk staff.

Scope: To upsell rooms and services to the hotel guests

Procedure:
1. Up sell (encourage guest to consider buying a higher-priced product or service than
originally anticipated by using Selling Techniques) to guests who have made prior
reservations. Maintain a full knowledge of the rooms for better Selling Techniques

2. Prompt additional services to guests, such as a session at the spa, information of

Karma Korner, etc. FO associate can also up sell rooms (otherwise known as room
upgrade) to guests with the same intention as with up selling.

3. On the days the hotel has more rooms to sell Front Office manager should connect to
inhouse guest and offer a spacious room with difference amount to be paid so it can
help in increasing the ARR for the day ( Taal, Ashoka, Vaasna, Dyutta ,Prakriti and
Ravaana rooms option can be used for upselling)
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LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Guest Profile Management

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: Information of every guest visiting the hotel must be recorded

Scope: To build a strong database and provide personalised services/experiences to guests

based on the preferences/choices noted at the time of check in or during the stay in the
system.

Procedure:

1. A record of Corporate/FIT/Walk-in Guests must be maintained.

2. A record of every detail noted by staff in their guest preference notepads/preference
forms must be updated regularly.
3. Preferences to be noted in the guest profile in IDS
4. Note food choices of guest (fruits/sweets/savouries) | Ex: Consumption of Bananas
5. Make a note of guests carrying the books and provide Bookmarks as a personalised service
6. The preferences must be discussed one day prior to the guest arrival in Morning
meeting
7. Reports of guest with likes / dislikes comments to be generated daily by all
departments - FOM / F&B / H/K
8. Top 100 guests and repeat guests must be identified with all the details to be added in
their Master profile which includes their basic information, preference, likes/dislikes.
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE GSTS Administration

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: The Front Office team must be well informed about the guest choices before they
arrive and note their feedback on departure. Every guest must be given due attention and the
FO team must be well prepared in advance to receive the guest.
Scope: Ensure the pre check-in and post-checkout survey is sent out to each guest and to
build on the feedback received to roll out improved customer experiences in the future.
Procedure:
Survey Example
Pre check-in
 Number of adults, children, etc.

 Would you require any extra blankets pillow, iron and iron board, etc.

 Do you have any food allergies, would you like to share with us?

 Are you celebrating any special occasion during your stay here at our hotel? If yes, do
mention the occasion and date so we can make it accordingly special for you.

Post Check-out Survey (via Kepsla)

 First email will go out within 24 hours of check-out

 1 reminder email will go out two days after the first email

 1 WhatsApp message to go out as the second reminder ( to check if feasible)

OR

 1 SMS message to go out as the second reminder asking for feedback

Post Departure Experience

 SMS timing & content

 Special Occasion Greeting (implementation to be decided)

 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Front office and Guest Communication

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy:
An acknowledgment of the reservation must be communicated by the hotel to the guest and
other details like transport/travel information must be shared.

Scope:
To relay precise information about reservation and any extra info the guest has requested for.

Procedure:
EMAILS
Pre check in survey will go the via KEPSLA feedback management system, 2
days in advance
1. The Front Office department must send 2 emails to the guest
2. First email via IDS on reservation (concern for Le Sutra hotel)
3. Second email from GM Personalised email 24 hrs prior to arrival. (Content will
change with every mail)

Room Reservation Confirmation Email Format

Dear (Mr./Ms Guest Name),

Greetings from Le Sutra!!

Thank you for your interest at Le Sutra Hotel – The First Indian Art Hotel. We would love to have you
placed with us as we truly believe that they shall appreciate the art and hospitality extended from our end. We
are writing to confirm that we have SUCESSFULLY booked your reservation with us. Kindly find the details
below.

Guest Name :
Check-in :
Check out :
Rate :
Mode of Payment :
Reservation No. :
No. of Room :
No. of Pax :
Room Type :
Accommodation :
 LE SUTRA – THE INDIAN ART HOTEL

Rates mentioned above include:

 Buffet Breakfast at “Out of the Blue” between 07:00 to 10:30 HRS

 Wireless & Wired Internet Connectivity
 Angdai Day Spa: 20% off on all services

The airport transfer comes at an extra cost of INR 1500++18% taxes One Way -

 Airline :
 Flight No :
 Coming From :
 Arrival Date & TIME :

Cancellation policy: In case of No show / last minute cancellation, full retention will be charged.

Important Note: Kindly provide GST number of your company and Billing Address for accurate Invoice.

Please be informed payment should be done before DATE in order to secure your bookings, if nor your
bookings can be cancelled from our reservation system.

Feel free to contact me in case of any further clarification needed on the same,

Warm Regards,

Muddassar Nirban

Assistant Front Office Manager

(: +91 22 66420020 : +91 9892680889

: gsm@lesutra.in
Le Sutra - the Indian art hotel
Le Sutra Art Homes Luxury Apartments
Out of the Blue - something's always happening
Hingori Sutra’s

14, Union Park,

Khar West, Mumbai, Maharashtra 400052

Website: www.lesutra.in www.outoftheblue.in

 LE SUTRA – THE INDIAN ART HOTEL

General Reservation Enquiry Reply Email Format

Dear (Mr./Ms Guest Name),

Thank you for contacting Le Sutra The Indian Art hotel.

You will shortly receive a reply to your request via email/text with all the requested details.
In the meantime, if you need to speak to a member of our staff by phone, please call our
offices from 9:00 a.m. to 7:00 p.m., from Monday to Sunday.

022 66420020/25
+91 8291102280

Sincerely,
Muddassar Assistant Front Office Manager
9892680889
Le Sutra India Art Hotel
www.lesutra.in

Repeat Guest Email Format

Dear (Mr./Ms Guest Name),

Namaste and Welcome back!

We are delighted that you have chosen to stay with us again at the Le Sutra India Art Hotel.

We want you to enjoy every day of your stay so we pledge to you that our service will always
live up to the standards you have come to expect of us. We hope you have a pleasant stay and
we will do our best to make your journey to be the best recall. Our staff is attentive and
sensitive to your needs, and they always remember all your preferences from your previous
visits. Any of your input, queries, and feedback is much appreciated as they serve as succour
in achieving better service.

If you need anything during your stay our staff will be pleased to assist you - morning, noon
or night! Just call the front desk and we will be at your service. Reach out to us at +91
02266420020/25 if you have any questions or concerns.

Yours sincerely,

Muddassar,
Assistant Front Office Manager
9892680889
Le Sutra The Indian Art Hotel
www.lesutra.in
 LE SUTRA – THE INDIAN ART HOTEL

SMS

1. Reservation confirmation SMS via IDS

2. 24 hrs prior to arrival

3. Travel desk SMS 4hours in advance (if applicable on booking)

Post check out survey via KEPSLA

24 hrs post check out
Reminder will go out after 2 days and 2 reminders will get.

Reservation Confirmation SMS

Dear (Mr./Ms Guest Name),

Thank you for choosing Le Sutra The Indian Art Hotel, Mumbai for your stay. We trust you
will have a wonderful experience with us. Kindly note your reservation details,

Arrival Date:
Departure Date:
Room Type:
Number of Occupants:
Confirmation Number:

We look forward to welcoming you to our hotel. For further assistance contact the front desk
at +91 022 66420020/25

Sincerely
Muddassar
Assistant Front Office Manager
9892680889
Note: Every guest must carry an original Govt. issued address ID proof.

Cab confirmation SMS

Dear (Mr./Ms Guest Name),

Greetings from the Le Sutra The Indian Art Hotel, Mumbai

Thank you for choosing our hotel for your stay. With reference to your reservation
confirmation number 1234, your pickup/ drop details are as follows.

Arrival / Departure Date:

Arrival / Departure time:
 LE SUTRA – THE INDIAN ART HOTEL

Flight Number:
Flight Name:
Flight From - To:
Cab number:
Cab driver Name:
Cab driver contact number:

We look forward to having you with us. If there is anything, we can do for you prior to your
arrival, do reach out to us at +91 02266420020/25 |

Sincerely
Muddassar, Assistant Front Office Manager,
9892680889

Check Out SMS

Dear (Mr./Ms Guest Name),

I trust you have enjoyed your stay at Le Sutra The Indian Art Hotel - Mumbai

Room No:
Bill Date :
Bill No:
Bill Amount :
Pax :

Do share your valuable feedback on Trip advisor at,

Link:
The links https://www.tripadvisor.in/UserReview-g304554-de654566-
Le_Sutra_The_Indian_Art_Hotel-Mumbai_Maharashtra.html-Mumbai_Maharashtra.html

Thanks again for choosing our hotel.

Sincerely
Muddassar
Assistant Front Office Manager
9892680889

For Travel Assistance

Travel Service: Car Rates Tariff

Airport Pick Up 1500+18% taxes
Airport Drop 1500+18% taxes
Railway Station Pick Up
Railway Station Drop
Local Usage 8hrs-80kms
 LE SUTRA – THE INDIAN ART HOTEL

Extra Km
Extra Hour

All the above rates are exclusive of all Toll Taxes, Parking Charges and Driver Allowances.
The above rates are exclusive of GST.

SECTION SUBJECT
FRONT OFFICE Pre-arrival
FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: The time leading up to the arrival of the guest must be smooth and free of any
hassles. The experience right from the airport to the reception at the hotel and to the room
must be followed as per guidelines set.

Scope: To ensure that no guest is unhappy with their stay (starting with the reservations
process to the arrival and stay)

Procedure:

Pre-Arrival
 Audit Cars thoroughly - Maintain a checklist of all the cars. Check the
maintenance and condition of the car sent to the hotel.
 Always check the car 30 minutes prior to the date of exit from the hotel to pick
up the guest. Negative points if any, must be shared with Mr. Denver.
 Cold towels must carry the signature Jasmine fragrance
 In Car Fragrance
 In Car Experience must be followed as set in the SOP
 Car Folder
 Driver must ensure the visibility of Placard
 On greeting the guest at the Airport/Station, the Driver must bow down
slightly while holding the Placard Sign
 The Front Office must be updated on an estimate time of arrival at the First
signal enroute
 Guest must be informed about Reading material at least five minutes after
exiting the airport.
 GM Welcome note to be signed by the GM and placed in the room prior to
arrival
 LE SUTRA – THE INDIAN ART HOTEL

PLACARD LAYOUT

Welcomes

Mr./Ms Guest Name

AIRPORT ORIENTATION

1. Print and check the airport pick/drop report on every day. Please make sure the
standardised Travel Desk message with driver details are sent to the guest in advance.
(Before he/she boards his flight in the destination.)
2. Make sure the car driver grooming is impeccable with the clean and crisp uniform.
 LE SUTRA – THE INDIAN ART HOTEL

3. Use the Car checklist to inspect and ensure that the vehicle is fit and presentable for
the guest's pickup. Make sure the car is clean at the inside and outside and that the
inside air is sprayed with freshener and without any bad odour.
4. Make sure you have newspaper set up.

5. Check that you have an ice box placed in the car with cold water and cooled hand
towels prepared.

6. Make sure you have studied the guest profile - name and pickup destination, company
and designation (if applicable) of the arriving guest to make personalised
conversation.
7. Prepare name sign to welcome the guest, make sure you spell the name of the guest
correctly. (The font to be used is Californian FB and the font sizes for the placard to
be printed on an A4 sized paper are as follows, NAME (80), Welcomes you (48),
ARRIVING BY FLIGHT NO., TIME&VEHICLE NO. (36)
 LE SUTRA – THE INDIAN ART HOTEL

1. Make sure you know where and when you have to pick up the guest.
2. Make sure to reach the pickup area at least 30 minutes prior to arrival time at the
destination.
3. The hotel's airport representative should have a straight posture.
4. Acknowledge the guest with an eye-contact.
5. Walk towards the guest with a genius smile.
6. Always speak clearly when interacting with the guest, an example introduction is –
Namaskar Mrs/Mr/Ms - X. Welcome! (Or Welcome Back) Hope you had a pleasant
travel? Let me help you with your luggage” (With an open hand gesture towards the
bags)
7. While walking towards the car, offer the umbrella under the sun (if it is sunny). At
same time, alert the driver on guest arrival, so that he may be ready with the AC on,
spray air freshener to maintain freshness and boot is open to place the luggage.
8. Carry the luggage of the guest and carefully load it into the car.
9. Make sure to use an open palm gesture, then ask to confirm the number of baggage
loaded: “May I confirm that you have 2 or 3 (always count the number of bags the
guest is carrying) pieces of luggage, Mrs/Mr/Ms X?” Always place Laptop bags in
the car on the seat, unless the guest advises otherwise.
10. Open the car door, and use an open palm gesture to invite the guest into the car,
(ladies first).
11. Once the guest is inside the car, close car door carefully, and never slam the door.
 LE SUTRA – THE INDIAN ART HOTEL

12. After the guest had settled down in the car, please ask the below questions.
13. In case the guest has not fastened the seatbelt, "For your safety, I would request you
to kindly fasten the seatbelt"
14. "May I offer you some water and a cold towel Sir/Madam”

15. Also inquire about the comfort of the AC. “Is the temperature inside the car
comfortable?” This question must be asked after 10 minutes into the ride once the
guest has spent a few minutes in the AC. (on exiting the airport)
16. After the guest has taken a few minutes to settle down, inform him/her that it will take
30-35 minutes to reach the Hotel.
17. If guest is keen offer to talk a little about Mumbai (only if the guest is a First Timer),
point out the interesting Western Express Highway en route, Left side Domestic
Airport, B.K.C on the left hand side which is a corporate HUB, Bandra to Worli Sea
Link, Lilavati Hospital - one of the big & famous Hospitals in Bandra Mumbai, the
famous Mount Mary Chruch, the famous Mehboob studio, Left Side Andrew’s
Chruch, Carter Road etc.? (For a repeat guest, the driver can mention maybe an event
–if any in the city or something new that has been introduced.)
18. Post the initial introductions, only speak to the guest if he/she starts the conversation
with you.
19. Call or Message the hotel to confirm that you are 10 minutes away from arriving at
the Hotel. ( make the call or Message to the hotel when he is reaching Lilavati
Hospital)
 LE SUTRA – THE INDIAN ART HOTEL

20. The bellman or the doorman must be notified about the guest arrival and they should
move into position on the driveway to welcome the Guest on arrival.
21. The driver or Rep must announce the arrival, while entering the gate. “We have
arrived at the Hotel Mrs/Mr/Ms X”.
22. Stop the car in front of the hotel main entrance.
23. If the doorman or bell boy is not present to receive the guest then the
driver/chauffeur/rep is responsible to open the car door and assist the guest to get out.
24. Assist with the guest's luggage and take the signature on the taxi voucher or collect
the payment as per the hotel's policy.
25. Bid farewell to the guest by saying "It was a pleasure driving you to the hotel Mr/
Mrs/ Ms X; I wish you a pleasant stay”.
26. Guest reaches the hotel porch the doorman opens the car door with a smile and wishes
guest, “NAMASKAR, Welcome to the Le Sutra – The Indian art Hotel”
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Arrival / Check-in
FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: The procedure of greeting, introducing our hotel, orientation, standards, facilities, and
formalities comes under the check in/ arrival.

Scope:

Procedure:

The arrival of the guest must be an outstanding experience for him as the first impression will
last.

1. Arrival list to be shared with the front office team. Everyone in the team should be
aware of the name of the Guests and tentative time of arrival.

2. Guests must be welcomed with the traditional greeting Namaste and the name of the
hotel. (Namaste, Welcome to Le Sutra Hotel)
 The Door Man must greet the guest at her/his car
 The guest should then be handed over to the Front Office Manager and guided
to the reception for refreshments and to complete the check-in procedures.

3. A welcome drink and magical napkin should be offered. (If time permits explain a bit
about the traditional welcome drink that is served)

4. The General Manager or the Front Office Manager to greet the guest at the Porch.

CHECK-IN

1. Pre check guest history – First timer/Repeat Guest

2. Maintain the Front Office KPI database
3. Guest check-in must be expeditious and must include the following: Acknowledge
arriving guests through eye contact. During periods when there are longer lines,
the hotel must have the Front Office Manager, or another appropriate member of
management expediting guest service offering assistance. Room type, any special
requests, departure date and billing arrangements must be confirmed.

4. Make changes as per Guest requirements. (Check-in/Check-out dates, address,

room category etc.) Ask her/him politely about payment options.

5. Guests must be escorted by the front office manager/ Duty Manager/Associate to

their rooms, accompanied by the Room Attendant who will carry their luggage to
the room.
 LE SUTRA – THE INDIAN ART HOTEL

6. Present the pre generated GR Card in a folder to the Guest in her/his room for
their signature (for Repeat/Vip guest)

7. An appointed front office associate should address her/him by name –

Mrs/Mr/Ms….. And escort the guest to the assigned room. On the way, briefly
explain the hotel features and facilities which the guest needs to know (e.g.
breakfast room, restaurant timings, spa access, complimentary facilities etc.).

8. For first time guests, the hotel concept and amenities must briefly be mentioned.
First timers should be introduced to the restaurants.
 “Please allow me a few minutes to inform you of the restaurant, Out of the
blue. You can enjoy your Breakfast between 7:00am to 10:30am.
 We also have two other restaurants which are Olive bar & kitchen
Mediterranean lounge bar and restaurant is one of the hippest hangouts in
Mumbai which introduced the concept of Mediterranean fare and fun and Deli
By The Blue, a handcrafted venture from the stables of Out Of The Blue is a
place that will cater to all your healthy, organic needs.
 We also have Angdai Day Spa –Time – Daily 10:00 am to 10:00 pm.
 We are located 2 minutes walking distance from Sea Front We highly
recommend that you walk down from hotel to Carter Road on of the most
happening Street of the area

 For a repeat guest,

If they’ve had a bad experience – learn the guest history and ensure her/him
that their requests will be taken care of.
If they’ve had a good experience, make a note of specifics (likes/dislikes,
places they visit often, special requirements) and use them as talking points.
Each guest should be introduced or informed about something new in the hotel
- a new service that has been added or a new offer that has been introduced, if
there is an event being organized at the hotel or around the city.

9. Once you reach the room, open the door for the Guest. Demonstrate how to use
the room key.
10. Open the door and gesture the Guest to the room. Ask Guest permission to enter
the room. On entering the room, introduce the guest to the concept of the hotel
and room theme.

11. Inform the guest of the amenities provided and courtesies extended to them by the
hotel. A brief introduction to the sweets/savouries to be made.

12. Ask if they wish to have an explanation of the other facilities in room. If the
answer is yes, explain e.g. using the TV, Set Top Box, mini bar, air-conditioning,
lighting etc.

13. Set the air conditioning at 23 °C, bearing in mind the temperature outside the
room and tell the guest that they can adjust the temperature to suit their needs.

14. Offer further assistance and excuse yourself.

 LE SUTRA – THE INDIAN ART HOTEL

15. Wish the guest a pleasant stay.

16. The Front Office Manager/ associate should reintroduce herself/himself and
inform the guest that they will be available for any further information or anything
else they may require. They can Dial 09 for further assistance.

17. Leave the room and close the room door behind slowly.

Other General Points to note while directing/escorting guests:

 Be aware of the exact location of the facilities in and around the hotel.
 Always explain in a clear and simple way.
 Escort the guest whenever possible or have him/her escorted by another Associate.
 Know the location of the nearest fire exit, assembly point etc.

NOTE:

 The first impression that the guest gets from the hotel will last and the hotel needs to
make sure that a guest who stays for the first time in the hotel will get all relevant
information in an effective way while he is escorted to his room.

ORIENTATION
ARRIVAL of the guest at the hotel
Two kinds of arrival

1 Airport
2 Own cab
 In case of airport pick up the Front Office Manager has to guide the guest to the
reception
 In case of direct arrival, a Front office Manager has to greet the guest at the car
 The doorman must greet the guest at the car irrespective of the kind of arrival .the
doorman must open the door of the car and welcome the guest with a clear and crisp
Namaste.
 The guest must be then guided to the FOA at the reception.
 The pre arrival report must be shared with the entire FO team. The guest must be
addressed by his/her name, Mrs/Mrs/MsX.
 The guest must be guided inside the reception and offered a welcome drink (talk line
about the Welcome Drink) and Offered a napkin, while his/her reg card details are
being collected.
Communication should be as follows.
1. Greet the guest at the entrance
2. Lead the way to the room, may I show you to your room?
3. Collect the registration card
4. As you move towards the room,
 LE SUTRA – THE INDIAN ART HOTEL

 I hope you had a pleasant flight

 May I share a few details about the hotel
 Your complimentary breakfast will be served at the Out of the Blue restaurant
from 7am - 10:30 am
 We also have other two outlets Olive and Deli by the Blue
 We also have a spa if u wish to relax
 When you are in elevator explain guest about the theme of elevator which based
on chakras.
 Direct them to their room on reaching the room, open the door and usher them in
let the guest in first.
 “After you Mr/Mrs/Ms ___ “
 “May I come in?
 “May I give you a brief orientation of the room?”
 If the guest agrees,
“The room is designed or based on the theme described as per the room.You can
see various elements reflected in the interiors”

 If the guest asks for specifics explain a bit about the painting and the art in the
furniture and the wardrobes,
 Point out the telephone numbers,

“In case you want any further assistance you can dial 9 the following Departments
Reception
Room service
House keeping
 “I hope you enjoy the courtesies extended by the hotel
The sweet & savory are native to Mumbai we also have some local candy in the
jar and some fruits.

If you wish to have the fruit changed you can inform the room service.

 “We have a mini refrigerator stocked with some water/beverages’

 “The temperature of the ac has been set at 23. You can set it accordingly to suit
your comfort.”
 Explain guest about TV and Set top Box Guidelines and inform about Wi-fi
connection credentials
 Talk about the switches
1 Do not disturb switch
2 Clean my room switch
3 Ac switch (for #201)
4 Master switch

 There is a safe locker in the wardrobe to store your valuables”

 LE SUTRA – THE INDIAN ART HOTEL

 I will take your leave now. If there is any further assistance that you require,
contact me at the front desk.
 Finally inform the guest how to lock door
 Leave the room by saying, have a good day!

FORMAT TO BE FOLLOWED

1. Doorman greets the guest and offers baggage assistance, ‘NAMASTE’ Mr/Mrs Allow
me to take care of your baggage.
2. Doorman confirms the count of baggage.

3. Airport Representative will assist the Guest to FOE for Check in assistance.
4. The Hotel FOE associate wishes the guest ‘NAMASTE’ may I assist you for your
check in. And offer the welcome drink at same time.
5. Share a bit of information about the significance of the welcome drink.
 LE SUTRA – THE INDIAN ART HOTEL

6. GM / FOM will meet the guest at the lobby.

7. Front Office Manager/ FOE will carry pre prepared GR Card in folder for repeat and
regular guest

8. Front Office Manager/ FOE will Escort and give Room Orientation for Guest.
 LE SUTRA – THE INDIAN ART HOTEL

9. Room Attendant will take the luggage to the room and ask permission to remove the
tag. Then he will excuse himself wishing the guest a pleasant stay.
 LE SUTRA – THE INDIAN ART HOTEL

The Front Office team are often the first point of contact and should have good product
knowledge & good knowledge of the city and places of interest to give clear
directions/recommendations to the guests.

Terms of Stay:

 The Hotel's Check-in & check out time.

 The room tariff mentioned above is applicable per room per night and includes Buffet
breakfast and Wi-Fi, Taxes and other levies are additional wherever applicable.
 The hotel reserves the right to cancel reservations after 12 hours post the expected time on the
day of arrival.
 Guaranteed room reservation, if not cancelled 48 hours prior to arrival, would attract a
retention charge equivalent to one night's room tariff.
 Guests are requested to settle their bills directly at the time of check-out. We do not accept
personal cheques.
 Personal preferences of King or Twin Beds may be communicated to us prior to arrival
enabling us to fulfil your requests. However, the same shall be subject to availability.
 Airport/railway station transfers and city tours can be organized at additional charges.
 Children above 8 years of age, sharing the room will be charged as an extra adult. Children
aged between 5 to 8 years sharing the same room without an extra bed will not be charged.

Domestic Arrival Registration SOP:

Procedure

1. Receptionist will introduce Mr. Xyz to the guest relations and request her to escort
Mr. Xyz to his room.
2. Wish guest NAMASTE, Welcome to Le Sutra Hotel, Please make yourself
comfortable.
3. Politely ask guest for his last name under which the room is reserved. “May I have
your last name please?”
4. If could not trace the guest reservation with his last name, then ask for other details
like the company name, confirmation number. “I am sorry Mr. Xyz, I am not able to
trace your reservation, May I have your company name or confirmation number.
5. Check for guest comments, message, if any
6. If the guest reservation is made on the day of arrival, print the registration card.
 LE SUTRA – THE INDIAN ART HOTEL

7. Politely ask guest for his business card/Credit card. (All required documents together)
8. “Mr. Xyz, May I request you for your business card and credit card?
9. If guest is not having his business card, politely request him to write down his
address, contact numbers and email address on the registration card “Mr. Xyz, May I
request you to write your Address, Contact number and E-mail address”
10. Confirm the departure date and time with the guest and the hotel transfer if required
for airport drop on departure “Mr. Xyz, your departure date is 1st Dec, 19, that means
you will be staying with us for 3 nights, and would you be requiring the hotel car to
drop you to the airport on departure.
11. Confirm the room category and the rate at which the room is booked by pointing
towards the rate printed on the registration card and package inclusive of “Mr. Xyz,
the room category you have been booked for is Art deluxe room and the rate for same
is Rs. So, and so + Taxes inclusive of morning breakfast in our All day dinning.
12. Inform guest if the room is blocked as per his special request “Mr. Xyz, as per your
liking we have block a room with bath tub.
13. Confirm the arriving and departing destination with the guest “Mr. Xyz, May I know
the place you are coming from and place you are heading towards.
14. Confirm the billing instructions with the guest. If the mode of payment is bill to co.
/Travel agent voucher check if you have correct correspondence for same If not please
follow up the same with the concerned sales account manager “Mr. Xyz, Your bills
for room and taxes will be taken care by the company / Travel Agent and extras will
be charged to you directly.
15. If the mode of payment is cash, request the guest to make advance deposit for at least
a night plus Rs. 5000 additional for extras.
16. “Mr. Xyz, I request you to make the advance payment for one night which is Rs. ___
plus Rs. 5000 additional for extras”.
17. If the mode of payment is credit card than politely ask him for his credit card “Mr.
Xyz, May I request you for your credit card.

VIP Arrival/ Check-in/ Room Allocation/ Check-out SOP

Procedure

Explain the procedure of room allocation for a VIP arrival:

1. FOA to print the list of VIP arrivals for the next day. Room allocation for VIP guest is
to be done by guest relations in co-ordination with the Front Office Manager.
2. FOM to check for the traces, comments, preferences.
3. FOM to allocate the best available room for a VIP guest.
4. Allocated room status to be made DNM. (Do not move)
5. FOE to check the expected time of arrival of a VIP guest to ensure that the room is
ready before his arrival.
6. Check time of arrival to ensure amenities are placed before guest arrives.
7. Any special instruction related to VIP arrival is informed to concerned department.
8. Room allocation for a VIP arrival is to be done a day before by 18:00hrs.
9. On arrival of the guest, reconfirm if the room and its amenities are up to their
satisfaction
 LE SUTRA – THE INDIAN ART HOTEL

10. The FOM must introduce himself and the FOA to the VIP Guest and assure them that
they will be available to assist her/him at any point of time, to make their stay more
comfortable.
11. The FOM must place a courtesy call to the guest enquiring if they require anything or
need any assistance
12. A day prior to check-out, the guest should be reminded of their check-out date and
time. The billing details should be prepared accordingly.
13. Always ask the guest if they wish to extend their stay and make the necessary
arrangements as requested.

International Guest Registration

Procedure

1. Wish guest NAMASTE, Welcome to Le Sutra Hotel, please make yourself

comfortable.
2. Make guest comfortable on seat. “Please make yourself comfortable Mr / Mrs / Ms.
3. Politely ask guest for his last name under which the room is reserved. “May I have
your last name please?” Guest: I am Mr. Xyz.
4. If cannot trace the guest reservation with his / her last name, then ask for other details
like the company name, confirmation number “I am sorry Mr. Xyz, I am not able to
trace your reservation, May I have your company name or confirmation number.
5. Registration card to be taken out from file.
6. Registration card is printed on arrival if the reservation is made on same day
7. Neatly keep the registration card on the leather folder
8. Politely ask guest for his Passport/ Business card and Credit card. “May I request you
for your Passport/ Business Card and Credit card” (Ask for all required documents
together)
9. Note down following details on the registration card.
a. Date of Issue of passport
b. Date of Expiry of passport
c. Place of Issue of passport
d. Date of Birth of guest
e. Date of Arrival in India

10. Purpose of visit in India

11. Arriving from and Next destination
12. Guest credit card number and the date of expiry of the credit card
13. If guest is not carrying his business card, politely request him to write down his
address, contact numbers and email address on the registration card “Mr. Xyz, May I
request you to write your Address, Contact number and E-mail address.
14. Confirm the departure date and time with the guest and the hotel transfer if required
for airport drop on departure “Mr. Singh, your departure date is 1st June, 08, that
means you will be staying with us for 3 nights, and would you be requiring the hotel
car to drop you to the airport on departure
15. Confirm the room category and the rate at which the room is booked by pointing
towards the rate printed on the registration card and the package inclusive of
16. “Mr. Xyz, the room category you have been booked for is Tamas and the rate for
same is Rs. 9000 + Taxes inclusive of morning breakfast only in our all-day dining
restaurant.
 LE SUTRA – THE INDIAN ART HOTEL

17. Inform guest if the room is blocked as per his / her preference “Mr. Xyz, as per your
liking we have block a room with bath tub for you.
18. Confirm the arriving and departing destination with the guest “Mr. Xyz, May I know
the place you are coming from and place you are heading towards.
19. Confirm the billing instructions with the guest. If the mode of payment is bill to co.
/Travel agent voucher check if you have correct correspondence for same If not please
follow up the same with the Concerned sales account manager. “Mr. Xyz, Your bills
for room and Taxes will be taken care by the company / Travel Agent and extras will
be charged to you directly.
20. If the mode of payment is cash, request the guest to make the advance deposit for at
least one night “Mr. Xyz, I request you to make the advance payment for one night
which is Rs. ___ plus Rs. 5000 additional for extras.
21. If guest pays by foreign currency, same needs to be converted into Indian rupees and
posted to the room account.
22. If the mode of payment is credit card than politely ask him for his credit card “Mr.
Xyz, May I request you for your credit card?
23. Please tally the guest name and signature on the given credit card.
24. Note down the credit card number on registration card.
25. Once you have been entered all guest details on the registration card. Present
registration card in leather folder along with the guest for his signature “Mr. Xyz,
May I request you for your signature on registration card.
26. Front Office Manager escort the guest to his room in his absence Front Office
Executive “Mr. XYZ, will escort you to your room.
27. Wish the guest a pleasant stay, Mr. Xyz, Have pleasant stay with us.
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Check-out

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: Guests should be given a smooth and a quick check out

Scope: To maintain and improve upon the check-out experience with each guest

Procedure:

PRE DEPARTURE

1. Front Office Staff must check and share a list of all the Departures of the Day with
their team.

2. Verify with the Guests if they are checking out or if they would like to amend their
stay and make changes in their reservations depending on availability.

3. Check the arrival timing of the next Guest and if might overlap with the departure of
the current in-living guest. Remind the Guest politely about his check-out time.

4. When the Guest asks arrives to complete the check-out procedure, enquire if they
would like a single bill or a split bill.

5. Match the G R card details with the Bill.

6. Check-out information is communicated to the House Keeping departments and point

of sale.
Re-verify the GST details if any.

7. Recheck the spelling of the Guest Name, Company name, etc.

8. Ensure the House keeping is prepped in advance about the time of the check-out.

DEPARTURE

The departure of the guest must be a hassle free experience for her/him.

Guest departure must be expeditious and must include the following:

1. When the Guest arrives at the Front office for Check-out greet him and send the
House Keeping Boy to the room to bring the luggage to the lobby.

2. Acknowledge guests that are in a line through eye contact.

3. During periods where longer lines exist, the hotel must have a member of
management, present in the lobby, expediting guest service and offering assistance.
 LE SUTRA – THE INDIAN ART HOTEL

4. The guest must be presented with a clear, easy to read and accurate invoice. Provide a
printed copy and allow time for review. Charges must not be read out loud.

5. Once the billing review is completed; the payment method must be reconfirmed with
the guest. All guest questions must be answered, and all back-up documents must be
readily available. Invoices must then be neatly folded and enclosed in an envelope and
placed in the guest's hand.

6. The Front Office Associate must keep his room bills ready as per his request. Keep all
the supporting vouchers ready as per his billing date. Present the check-out bill in a
folder.

7. Verify if it is a split bill before swiping and ask the guest whether the payment has to
be made in a single transaction or not.

8. Place all his bills in a cover and hand it over to him.

9. The House keeping must check the room for any signs of damage to interiors of the
room. He must also check for any guest belongings left behind by mistake and return
them to the guest.

10. The FOA must collect the room keys from guest

11. Always ensure that Guest feedback is taken and apologise if the guest has been
inconvenienced in any way. If the feedback pertains to a certain department, inform
the concerned department about the issues the guest faced.

12. The FOA must inform the guest about the upcoming offers if any.

13. FOA may suggest future reservation for the Guest`s return trip.

14. A gift should be handed to the guest (painting and gift according to the theme of the
room) as a farewell present.
 LE SUTRA – THE INDIAN ART HOTEL

15. Update in Front Office Records, Guest History.

16. Farewell to the guest by Front office Manager in his absence FOE/FOA escort guest
to the car and bid a farewell

SECTION SUBJECT
FRONT OFFICE C-Form

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: When a foreign guest checks in there are certain formalities that need to be completed
and uploaded in a Govt. Authorised site as a part of National security.

Scope: To Maintain hotel records and for legal requirement

Procedure:

C- Forms are maintained for all foreign nationalities staying in the hotel as a legal
requirement and the same is to be submitted to the nearest FRRO office (Foreign Regional
Registration Office), within 24 Hours of next working day.
Contents of C-Form:
a. Name of the guest
b. Nationality
c. Passport No
d. Date of issue of report
e. Place of issue of report
f. Address
g. Date of arrival in India
h. Arrived form
i. Date of arrival in India
j. Arrived From
k. Employed in India
l. Purpose and Duration of stay in India
m. Certified of registration with date of issue and place of issue
n. Date of Arrival in hotel
o. Proceeding to which place

C-Form is printed in 3 copies:

 For Front Office record

 For FRRO Office

 For acknowledged copy for Front Office

 LE SUTRA – THE INDIAN ART HOTEL

For Pakistani Nationals,

 C-Form of Pakistan nationality must reach FRRO with 24 Hrs of time of Arrival of
guest.

 A guest with Pakistan Nationality has to report to the nearest Police station. If VISA
mentions the same.

SECTION SUBJECT
FRONT OFFICE Guest registration card

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy:

Scope:

Procedure: for printing guest registration card

 To provide smooth and efficient check in to the guest:

 Registration Card gives the details about the guest staying in the hotel
 It’s a legal requirement to fill the registration. Form for the entire guest staying in the
hotel.
 Registration Card for next day arrivals is can be printed by the previous day night
shift front office associate.
 Steps for printing registration forms for a future date
 Go to the reservations
 Go to update reservations on left hand side
 Enter the guest name and select it
 Click on edit
 Click on option on right hand side
 Select the option of register card
 Click on print and the registration card is printed

Put either of the following details for which Registration form is to be printed:
1. Reservation/Arrival Date
2. Guest Name
3. Company Name
4. Travel Agency Name
5. Confirmation Number

Registration forms are printed and attached with correspondence if any.

Registration card for the same day is printed when the guest reservation is made on the same
day of arrival.

Registration form for same day is printed on the same day in case of Walk in Check In
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Courtesy meet

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy:

Scope: To give personalised feel to the guest and to win guest’s loyalty.

Procedure:

1. FOM / FOA will meet guest personally on appointment as per the guest
convenience to gain more information about the guest, his preferences and the
feedback on his stay with us.

2. FOA will call guest in his room

3. Fix up an appointment for courtesy meet as per guest convenience.

4. FOA must update herself/himself with the following guest details before going
for a courtesy meet.
a) Guest company name
b) Company details if possible
c) Guest designation
d) Duration of stay in the hotel
e) Restaurants experienced by the guest so far (by checking the guest bill
folio)

5. During the meet, FOM has to gain maximum information about the guest and
provide maximum information about the HOTEL.

6. The purpose is to build a relationship with guest and to win guests loyalty and
also to sell the hotel services in a smarter way.

7. Any good or bad experience of the guest in the hotel is circulated to the
concerned departments through Email and updated in guest history.
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Front Office courtesy calling

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy:

Scope: To give personalised feel to the guest and to win guest’s loyalty.

Procedure:
Courtesy call is made for the following guests
1. All VIP In-house guest All Long Staying In-house guest depending
2. On the length of their stay all guest a day prior to their departure.
3. For a VIP guest
4. For VIP guest, Front Office Associate will make first courtesy call after the ten
minutes of the check in of the guest in the room.
5. Guest Relations will ask guest following questions related to the experience of their
Stay in the hotel
 Is he comfortable in the room?
 How did he find the room?
 Does he wish to reserve himself for Lunch/dinner in the hotel restaurants?
 Does he wish to use the spa
6. If any assistance is required, request them to call the Front desk at ext.: 09
7. For a long staying guest, Guest relations will give minimum two courtesy calls to the
guest and will have a courtesy meet with the guest. The process will be repeated every
ten days for guest staying for more than ten days.
8. Guest Relations will ask guest following questions related to the experience of their
Stay In the hotel.
 How is their stay in the hotel?
 How are the food and the service of the hotel?
 Has he visited all?
 The restaurants of the hotel?
 Has he experienced the spa and the amenities services of the Hotel?
 Any incident occurred in the hotel, which they would like to share with us
 Any special feedback the guest wishes to give to us.

Note: A long staying guest is one who stays in the hotel for a minimum period of 10 nights.
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Guest Wakeup Call

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy:

Scope:

Procedure:
a. All wakeup call requests should be attended immediately

b. Whenever guest request for wakeup call at the reception, Front office associate must
check with guest if a reminder wakeup call is required

c. ALWAYS VERIFY
-Name of the guest

-Room Number

-Wakeup call time

d. Front office associates must also ask if any Tea/Coffee required along with the wakeup
call. If required yes then, Front office associate must ask further questions like,
-Regular coffee or Filter coffee

-Coffee with milk or black coffee

-Readymade tea or everything separate

-Regular tea, Masala tea, etc.

 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Guest Services

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy:

Scope: The entire reason for a hotel offering Wi-Fi to the guests is to help with the bottom
line. Free Wi-Fi has become a necessity in the hotel. Not only to get first-time guests, but
especially to have return guests, the Wi-Fi needs to meet the expectations of the guests.

Procedure:

WELCOME TO LE SUTRA – THE INDIAN ART HOTEL

Free Wi-Fi Login Details

Room No:
User Name ID:
Password:

ONE ID FOR THREE DEVICES

Thanking you
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Co-ordination meeting

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy:

Scope: To share the information of in-house guest and to prepare for next arrivals

Procedure:
A meeting conducted by the representatives of the following departments:
a. FOM
b. House Keeping
c. Engineering

Points to be discussed in coordination meeting

a. Arrivals for next day
b. Departures for next day
c. Group movement for next day
d. Projected occupancy for next day
e. Special comments or if any
f. GSTS feedback
g. Guest feedback during courtesy call and courtesy meet
h. General sharing of information

1. Training sessions to be held for the team

2. IPM” s to be recorded and updated regularly
3. FO should hold at least one mock drill every month for pre-arrival, arrival and
departure experiences
4. The team should be up to date with their SOP and ensure that it is followed
completely
5. Talk lines to be added for the reception (artwork/books- storytelling)
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE In-house Guest Stay Extension

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: All guest stay extension depends on the availability of rooms and will be
communicated to guests.

Scope: To handle stay extension in an efficient manner keeping guest informed of the
situation.

Procedure:
Stay extension depends on the type of reservation
1. for travel agent reservation
If rooms are available, request guest to the agent to send the amended voucher for the
extended number of days / Stay can be extended on direct payment at the best available
rate
2. for a bill to company reservation:
If rooms are available speak to the concerned sales account manager/reservations manager
for the amended bill to company letter for the extended number of days / Stay can be
extended on direct payment at the availed rate.
3. for a complimentary house guest:
To check with the Front Office Manager
a. Apologize to the guest, if could not meet his request for stay extension availability has to be
informed to the guest by the Front Office Manager.
b. “I apologize Mr/Mrs/Ms ____ the hotel is completely sold out today and we are not
c. in the position to extend your stay.”
d. If extension is not possible then inform the Guest that he would be kept on priority waiting
list,
e. “We will surely keep you in our priority waiting list, in case of any cancellations or
amendments will be informed to you immediately’
f. On sold out dates, assistance is offered for making alternative arrangements in another
g. Hotel of same star category.

“I sincerely apologize for not being able to extend you stay in our hotel, would you like me to
check the availability and reserve you in another star hotel?”
Note: In house guest stay extension must be handled in the efficient manner and the Guest must be
kept informed of the situation.
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Request for Change of Room

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy:

Scope: To ensure room change in a prompt and efficient manner

Procedure:
1. A room change request can occur for various reasons, Front office team should
change the room as quickly as possible when a guest is dissatisfied with
accommodations or finds defects that cannot be immediately corrected.

2. A/C not working. Room Type allocated was not as per the room confirmed. Water
leakage in bathroom, Noisy floor / Noise from adjacent room. Guest wanted to stay on
a higher category room (Up sell) If no room of similar type is available, the Front
office Manager may be authorized to offer upgraded accommodations at no additional
cost to the guest.
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Rebates

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: Front Desk Cashier normally passes a allowance when a guest indicates that he/she
has a complaint about room rate applied, charges on bill, double postings, free inclusions
which was part of rate and may also due to dissatisfaction of certain hotel services.
Scope:

Procedure:
1. All rebates / adjustments / allowances for charges posted to a guest must be
authorized by the department heads. Normally allowances are authorized by the Front
Office Manager.

2. The General Manager / Financial Dept will also maintain close supervision over
rebates. He/she will review and approve all rebates daily. It should be only used by
the front desk staff.
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Cash In Advance

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy: A receipt is an acknowledgment that a payment has been made. A cash receipt
voucher is prepared and issued to the person depositing cash as a proof of remittance of the
deposited cash.
Scope:

Procedure:
1. Charge purchase transactions must be correctly documented for the front office to
properly maintain accounts.

2. Cash advances differ from other transactions in that they reflect cash flow out of the
hotel, either directly to or on behalf of a guest. Cash advance transactions are similar
to debit transactions and increase a folio Balance.
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE Paid Outs

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy:

Scope:

Procedure:
1. If petty payments like taxi fare, cinema tickets, postage etc. are made by the front
desk, a Visitor’s Paid out Voucher is issued on guest’s name and his signature is
collected and the Amount is debited in guest’s folio.

2. Receipts samples used in hotels (Paid Out / Petty cash) Paid outs are expenses made
by the hotel on behalf of the guest and the same is later charged to the Guest room
account or Invoice.
 LE SUTRA – THE INDIAN ART HOTEL

SECTION SUBJECT
FRONT OFFICE First Aid Box

FO SOP: 01 Pages - 01 Date Issued: Effective Date:

Policy:

Scope:

Procedure:
Explain the first aid available
1. Inform the guest that we have a well-stocked & updated kit.
2. First aid box consists of basic medicines and first aid kit required to provide first aid
to the guest or to the hotel staff First Aid Box is kept at the FRONT DESK with bell
desk at all times.

First aid box comprises of the following:

Medicines
1. Saridon (Headache)
2. Disprin (Headache)
3. Merimol (Fever)
4. Lomotil (loose motions)
5. Combiflam (Body Paining)
6. D cold (Cold and Cough)
7. Sorbitrate (Heart attack)
8. Digene (Digestion)
9. Buscogast (Stomach pain and gastric)
10. Band-Aids
11. Dettol
12. Burnowin
13. Soframycin
14. Burn heals
15. Ors
16. Bandage
17. Scissors
18. Iodine

It is always ensured that all the above mention medicines and supplies never exceed the
expiry date.