STANDARD OPERATING PROCEDURES (SOP)

SOP Title: How to handle Arrival Procedures

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)

 Butler liaises with the Front Office Staff for the  The welcome drinks
arrival and ensures that ice bucket and fresh are served on a clean
selection of seasonal juices at right temperature are salver as per the
placed in the suite or the Villa prior to arrival. standard.

 Butler ensures a warm welcome to the guest by  Butler wears clean

standing at the designated place after receiving the white gloves for the
location call of the guest arrival and greets the guest arrival
by name and wishes him as per time of the day.
 Show around of suite is
 After being introduced to the guest by the Guest based on the time of
Relations Staff, Butler offers the guest the welcome arrival and guest
drink from the choice available and follows the preference.
show around procedure.
 Restaurants and Spa
A- Show-Around Procedure. treatments to up sell.

 During show around of the suite Butler explains the  Checks with the guest
In-suite business desk, all the speed dial buttons on for any laundry and
the phone emphasizing on out dialing facility. pressing.

 Butler shows the private bar (Beverages/ Snacks/  Proper salutation/ guest
SPA items/ Merchandize) to the guest and offers to name to be used while
personalize the bar as per the guest preferences. doing show around.

 Guest is familiarized with all the functions of remote  If guest checks in late
control and different options on TV available. night leave a log for
next shift Butler to
 Butler offers the selection of international offer unpacking
newspaper available on request and checks for guest service.
preferences.
 Butler to keep aside the
 Butler explains about the Light and Temperature clothes and shoes that
control panel. need processing and
check with the guest if
 Butler shows around the bathroom acquainting the he/she can have it
guest with all the amenities. processed.
 Butler describes the function of in-suite electric safe.
 Guest needs to be
 Laundry and shoe care facility is offered. informed about storing
the suitcases in the
 In the bed room, guest is familiarized with Light and luggage room.

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Temperature control panel.

 Describes Spa and Restaurant facilities and offers  Leave the drawer
booking. slightly open for the
guest to see where the
 Offers unpacking and checks for any other garments are placed.
assistance.
 Butler to ensure that all
B- Unpacking of guest luggage: guest occasion
amenities are delivered
 Following points to be considered before starting to together to the guest
unpack
 Butler Order taker to
1- All luggage’s have arrived. follow up and provide
2-All bags/suitcases are unlocked. all additional guest
occasion amenities.
3- Butler to be informed so that he will be available
for other guest request.

4-Enough hangers to be arranged for unpacking

5-While unpacking following points to be

considered:

6-Items to be hung are placed in the wardrobe

separately in a sequence for ladies and gentlemen.

7-Place all small and folded items on the shelf

separately.

8-All the undergarments to be kept separately in

drawers.

9-Place the toiletries bag in the bathroom; do not

unpack toiletries unless advised by the guest.

10-Any electronic items to be kept on the dressing

area.

11-Place all the shoes neatly on the bottom shelf in

the wardrobe and keep aside if they need polishing.

12-Ties and Belts to be hung on the wardrobe door.

13-Remove aside what the butler thinks need

laundry and pressing.

14-Remove suitcase and store in the luggage room.

C- Guest Occasion:

 Any guest celebrating special occasion like

Birthday, Wedding Anniversary or honeymoon are
provided with special amenities

 Butler Order taker compiles the entire guest
celebrating special occasion by checking the traces

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STANDARD OPERATING PROCEDURES (SOP)

and specials from the system using standard form

BAA BUT Guest Occasion Sheet and regularly
updates the same sheet for the day.

 Butler notify Butler Order taker in case of any

additional guest occasions in any other Suite.

 Butler provides the amenities to the guest according

to the standard.

D- Royal Arrival Procedure

Royal Arrival Procedure is given to the Top VIP’s, Dignitaries,

Royalties and top government officials.

 Butler liaises with the Front Office Staff for the

arrival and ensures that before arrival of the guest,
Ice Bucket and fresh welcome drinks are kept in the
suite at right temperature.

 Butler responsible on the floor makes necessary set

up by arranging following items

1- Welcome drink
2- Cold Towels

 Butlers line up outside the suite door holding one of

the above items each with the exception of welcome
drink that is placed in the suite before the arrival.

 Upon guest arrival cold towel is offered followed by

dates and finally the juices are served inside the
suite.

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