STANDARD OPERATING PROCEDURES (SOP)

SOP Title: How to handle Pre Arrival

Department: Front Office SOP Owner: Rooms Division Manager
(Designation)
Who needs to know  FOM, AFOM, Duty Manager, Night Manager
this SOP:  All Front Office and Guest Relations , All Butler Team
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 The Butler of each shift takes an arrival report at the beginning of

the shift, marks the suites for the arrival on his floor and checks for  Butler to check the
the following: guest preferences and
special requirements
1- Time of arrival and set up the suite
2- Name of the guest accordingly.
3- Villa or Suite No.
4- No. of guest  Ensures all glasses and
5- Nationality of the guest coasters are clean and
6- Guest request if any spotless.

 Butler rings the door bell and follows the standard of entering the  Butler to check the
guest suite. magazines to be crisp
and without any pen
A- Butler sets the suite as per the guest’s preferences and marks before placing in
remarks and arrival amenities are placed in the suite prior to the suite.
the arrival according to the suite category and the
Nationality of the guest.  All the requested
newspaper to be placed
B- All the private bars in the suite to be fully stacked with all on the top of the
the labels facing the guest, all private bar glasses to be standard newspapers.
checked for cleanliness and placed according to the
standard.  Tea cups, coffee
cabinet & coffee
C- Butler to check Tea/Coffee facility in the suite. machine to be clean &
stain free.
D- Selection of magazines to be placed as per the Standards.
 Butler to check the
E- Fresh newspapers are placed according to nationality as per guest history in case of
the newspaper standard, selection of international the repeat guest and set
newspapers are placed as per the guest preference. up the suite
accordingly.

 Checks for Expiry date

of all arrival amenities.

SOP/BUT/001/29Jan 2008 Page 1