Preparing Reception area for Guest Arrival

1. Always check necessary equipment and technology prior to use.

2. Review and check daily arrival details prior to guest’s arrival.
3. Allocate guest rooms according to guest requirements.
4. Following up uncertain arrivals or reservation.
5. Compile arrival lists and distribute to relevant personnel and departments.
6. Inform colleagues and other departments about guest’s special request.

Welcoming and Registering Guests

1. Welcome guests warmly and courteously.
2. Confirm reservation details with guests.
3. Register guests with or without reservations.
4. Follow correct accounting procedures.
5. Issuance of room key/electronic cards, guest mail and messages to guests.

Performing Check-out Functions

1. Maintain and prepare guest accounts:
2. Prepare and review departure lists:
3. Present accounts to guest:
4. Process payments and refunds and issue receipts.

Providing Information on Club Services and Processing Memberships

1. Give the accurate advice and information on club services and facilities to
customers and club members.
2. Explain the Club membership and club rules.
3. Explain clearly the membership application forms.
4. Check and maintain the membership records.

Handling Guest Arrivals and Departures

1. Review expected daily arrivals and departures and requests for major guest
movements.
2. Welcome guests promptly on arrival and directed to the appropriate area for
registration.
3. Assists guest with luggage.
4. Escorts guests to rooms and explain/show the establishment/room features.

Handling Guest Arrivals and Departures

1. Rooming the Guest

2. Handling Guest Luggage

1. Deliver the luggage safely to the correct location.
2. Operate the luggage storage system correctly.
3. Mark or tag accurately the luggage.
4. Place the luggage within the storage system.

Responding to Request for Concierge Services

1. Provide concierge. Concierge services may include:
Mail
Messages
Organization of transport
Luggage pick up
Preparation of guest information directories, normally done at the reception area.
It is concierge’s role to provide help and information to guests on all matters
including:
2. Colleagues and other departments are liaised to ensure effective response to
concierge service request.
1. Determine levels of intoxication of customers.
2. Refer difficult situations to an appropriate person.
3. Apply appropriate procedures to the situation.
4. Apply legislative requirements.
1. Establish an enterprise policy covering:
Laws and regulations.
Roles and responsibilities of staff
Serving strategies.
Refusal of service
2. Avoid promotions that encourage irresponsible consumption of alcohol.
3. Train staff in responsible service of alcohol
4. Identify and address potential difficult situations.
5. Create the right atmosphere.