STANDARD OPERATIN PROCEDURE

Escort VIP guest

DEPARTMENT : Rooms Division

SECTION : Guest Service Agent

Basic:

 All VIP guests must be welcomed and escorted to the rooms by GSA
with the correct procedure.

Procedure:

 Guest is greeted with eye contact, smile and greeting of the

day. GSA name is introduced. “Welcome to NORA Beach Resort
& Spa, Mr/Mrs/Ms.... I am ... is the guest relation officer, I
will escort you to your room”.

 Ask the guest to establish the method of payment. “Excuse

me, Mr/Mrs/Ms ... how would you like to settle your account”.

 If by credit card “May I have your credit card for the

authorization, please?”

 When you receive/return credit card/cash say, “Thank you

very much” all the time.

 Escorts the guest to the room, “Mr/Mrs/Ms.... this way please”

and matches the walking space of the guest while escorting.

 While leading to the guest room, guest is informed on resort’s

facilities and food and beverage outlets.

 Guest is allowed to enter the elevator first and informed the

floor number.

 Arriving on the designated floor, guest is showed and explained

Fire Exit and given the direction to his/her room.

NORA Beach Resort & Spa

  First time guest is informed and demonstrated on how to use
the room key card.

 Guest is invited to enter the room first and say “after you
Mr/Mrs/Ms...............”

 Guest is accompanied to the dressing table, and pulls out the

stool then invite the guest. “Mr/Mrs/Ms.... have a seat, please”.

 Guest is requested to sign on the well prepared, registration

card. “May I have your signature at the bottom right, please
Thank you” and “May I have your passport, please”.

 Double check on the guest registration card, there should be

the guest’s signature, and method of payment with room rate
and do not forget to confirm the time and date of departure.

 Guest is offered information of room facilities. “May I explain

the room facilities, Mr/Mrs/Ms....”

 If the answer is yes, GSA explains: bed side panels, TV, mini
bar, coffee/tea maker, safety box, AC, safety plan.

 Advice for airplane ticket reconfirmation and limousine service

are available. If needed.

 Guest is wished a pleasant stay. Guest name is used i.e. “Have a

pleasant stay with us, Mr/Mrs/Ms..............”

 Door is closed silently and completely.

NORA Beach Resort & Spa