SOP – Bell Desk – Guest luggage handling

procedure
SOP Number: FO – 31
Department: Front office– Bell Desk
Date Issued: 07-Aug-2014
Time to Train: 30 Minutes
On Guest arrival:
 As soon as a taxi (or any other transportation) stops in front of the hotel /
porch, Bell Personal or Door man should open the passenger door.
 Greet the guest: "Welcome to [Your hotel name], I am [your name] do you
need some help with your luggage?"
o Help the guest to get out of the taxi (if needed).
o Take the luggage from the trunk (ensure with the guest that nothing is
missing).
o Ask for guest name: "May I have your name Sir / Madam?"
 Tag the luggage.
 Escort or guide the guest to the reception area or to the reception floor.
 Inform the guest that you will be taking care of their luggage.
 If the reception is located on another area or floor then, Check the PMS and
find out what room has been allocated to the guest.
 Write down the room number on to the luggage tag.
 Check with the FO team if the check-in formality is completed.
 If the room is ready then place the luggage on the luggage rack in the room.
 If the room is not ready, then store the luggage in the store room on the
designated arrival shelve and update the Daily luggage register or log
book with the details.
 Escort the guest to the room if required and send the luggage by the staff
elevator only.
On Guest Departure:
 Collect the luggage from the guest room.
 Try to have a casual conversation with the guest on the way down: "Mr / Ms.
[Guest Name] I hope you enjoyed your stay with us. Would you need a taxi to
airport?"
  If the guest ask the luggage to be stored, tag the luggage accordingly (guest
name, room number, date and time of collection) and get the guest signature
on the - Long term luggage request form.
 Store the luggage on the designated departure area.
 If the guest is leaving the Hotel immediately after completing the check-out
procedure, then bring the luggage to portico.
 If taxi is waiting then load the luggage to the taxi and request the guest to
verify the loaded luggage.
 Update the departure luggage movement on the Daily Luggage movement
register or log book.
Luggage Storage Room:
 Luggage room should be always organized and neat.
 The luggage room is divided in 3 areas, arrival, departure, long term storage.
 Each luggage has to be tagged using luggage tag (Sl no, Guest name, date,
room no, guest’s signature and time of collection).
 A phone number or email address must be on the long term storage luggage
form.
 Long term luggage storage register has to be completed and signed by the
guest.
 Following questions need to be asked while keeping in Items for long storage:
a) Fragile Items
 Ask the guest if there are any fragile items in their suitcase,
 If yes, mark “Fragile” on the luggage tag.
b) Perishable
 For items who need to be kept cool (medication, food…) check with Food and
beverage kitchen.
 Record where the items are stored in the luggage register.
 For long term luggage storage ensure with the guest that there are no
perishable items inside the luggage.
Security & Safety
 Always keep the luggage room closed and dry.
 Do not leave guests alone in the luggage room.
 Remind the guest to keep their valuable item with them (Jewellery, phone,
wallet, camera, Ipad etc.)
  Log down in the bell desk log book and also on errand card each luggage
handling done (Arrival, Departure, Stored) etc.
Training Summary questions:
Q1.How to welcome the guest on Arrival?
Q2.What action to be taken if the allocated room is not ready?
Q3.What is the procedure for long term luggage storage requests?
Q4.Why it is important to confirm that there is no perishable items of the stored
luggage?
Q5.What all questions to be asked when storing items for long term?

SOP Handling Booking requests and procedure

at Concierge
SOP Number: FO – 36
Department: Front Office – Concierge
Date Issued: 04-October-2014
Time to Train: 30 Minutes
Transportation Booking requests:
 Be intimately familiar with and able to arrange for a wide variety of services for
the guest, at the minimum including:
 Reservations for airlines, hotels, restaurants, and rental cars.
 Tickets for theaters and sporting events.
 Limousines, tours, and other transportation.
Excursion or Tour Booking procedure:
 Call the ticketing service.
 If booking can be organized in advance, make the booking and reconfirm all
the information with the guest.
 If no booking is required, explain it to the guest.
 Give directions and a map if needed.
In-House Facilities or Restaurant Booking procedure:
 Check availability with FNB or other outlets eg: SPA, Recreation center etc.
  Concierge must call all outlets every morning to ensure the Concierge quota
of bookings of the day. When they have reached the quota check with outlet
to increase it.
 Note the name of the guest, number of pax, room number and time on the
reservation log book.
 Ensure that all bookings are confirmed by F&B.
Outside Restaurant Booking procedure:
 Always try to sell our own restaurants before talking about outside
restaurants.
 Guest books via phone (from their room) Note all the guest information.
 Explain to the guest that you will get back to him after calling the restaurant
and booking the table.
 Fill up a booking voucher and offer the guest to bring it to their room. If the
guest doesn’t want to be bothered offer to keep the voucher at the concierge
desk for him to pick it up later.
 Guest books at the Concierge desk
When Guest has time:
 Call the restaurant while the guest is at the desk. Confirm name, number of
pax and time.
 Note the name of the restaurant, time, address and phone number for the
guest and offer direction if needed.
When Guest is in a hurry:
 Note all the information and explain to the guest that you will book the table
for him and send him a confirmation in his room with all the details .
 Take a phone number to be able to contact him if needed.
 Note all the bookings in the concierge log book
Training Summary questions:
Q1.How to handle transportation booking request from Guests?
Q2.Procedure for booking tours and packages for guests?
Q3.How to book outside restaurants for guests?
Q4.What to be done in case the allowed concierge quota for In-house reservation is
exhausted?
Q5. Why concierge staff should try to sell own restaurant before suggesting outside
one?
SOP – Allocating Guest Rooms, Upgrade and
downgrade
SOP Number: FO-02 ( SOP serial number and department code )
Department: Front Office
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
1) Familiarize with the room type in the hotel
Memorise the different room categories, their differences, and respective
locations so that you can optimise the situation.
2) Verify the room specificationson the reservation
During check-in, verify with the guest, the room category he has reserved.
(Higher floor, Room with special view, Room away from elevator,
Twin/Double, smoking/Non-smoking etc)
3) Room allocation
During check-in, ensure that the room being allocated to the guest matches
the room type reserved. 
Look for the following:

 Room rate
 No of occupants
 Gender of the guest
 Source of reservation
 View
 Guest History
 VIP Status

4) Honour guest request

 If the requested room type cannot be provided as there are not ready,or
 Some guests have not checked out yet, search for an alternative room
that is as similar as possible to the one reserved.
  Inform the guest about the time required to give him his requested room
and check on his convenience to shift the room.
5) Common requests
 Couples to be allotted King-size beds, not twin beds.
 Non smoking rooms to be available everyday for Special guest request.
 Groups of 2 or more guests from same company/TA to be given same
category and same floor for their convenience.
 Problematic room to be given last and for minimum possible LOS.
 For single ladies do not block a inter connecting room, Also if your hotel
has a separate ladies floor / rooms then block those.
 Non smoking guest can be allotted smoking floor but Smoking guest
should never be allotted a Non smoking rooms.
 Upgrade should be only for short stay guest, or guest who is paying
rack rate or VIPs.
6) Consider other options
 Upgrade a guest if you have no other option available, do inform the
guest that he is being upgraded on the no availability of his desired
room
 Any Room Upgrade has to be approved by the Front office manager /
Duty Manger.
7) Handle the downgrade situation
 If the only available rooms represent a downgrading of the room
reserved, explain the problem to the guest and explain the differences
between the two room types.
 If the guest accepts the change, let him know the earliest possible time
that he could move to the room type he reserved and ensure that his
room rate is adjusted.
 Front office manager to speak to the guest for service recovery if
necessary in this case.
8) Room allocation has to be done as per the status of the reservation ie
confirmed / guaranteed bookings to be blocked first. Waitlisted / Tentative
bookings can be blocked later.
9) Guest with disabilities may need rooms fitted to their special needs, special
amenities or services required at the time of reservation. It is always advisable
to super block these rooms well in advance.
Training Summary questions:
Q1. What are the type of rooms available in the hotel.
Q2. What all details to verify with the guest at time of check in?
Q3. Why is it so important to ensure in the system that the room type
requested is the one that is being given?
Q4. How do you handle a situation where a room request cannot be
honoured?
Q5. What are the common requests by the guests?
Q6. What are guidelines for room up gradation?
Q7. Whom to be informed when a room is downgraded?
Q8. Is it a good practice to block problematic rooms for a long stay guest ?
SOP - Front Office – Bill to company or Direct
billing
SOP Number: FO – 30
Department: Front Office – Cashier
Date Issued: 15 – JUNE -2014
Time to Train: 30 Minutes
To establish procedures for the approval of Bill to company or direct Billing
privileges for a company or travel agent. And also to outline procedures for
handling Direct Bill accounts.
1. If a company wishes to obtain direct billing or credit facility privileges with
the hotel, then the hotel sales team must first submit a letter of Authorization
for “Bill to company" to the hotel credit manager or to the financial controller of
the hotel along with the signed CVGR letter  .
2. The "Letter of Authorisation for Bill to company or Direct Billing" must
contain the following:
 The letter must be on company or travel agent letterhead.
 The letter must include the names of all individuals authorised to sign.
 The name of the individual who will receive and approve the statement.
 The types of charges for which the company had agreed (i.e.,
accommodation charges (room + tax + service charge), sign for all
charges, etc.)
 The correct billing address of the company / travel agent.
 The contact details email / phone / fax number of the company.
3. Copy of these letters are kept on file for future reference. One copy is sent
to Reservations and one copy is sent to the Front Desk.
4. Accounting department then assign an AR (Accounts receivable) ID on to
the company or travel agent profile to enable Bill to AR or Credit settlement on
the PMS.
5. Direct Bill authorisations may be kept on file for companies that make large
numbers of reservations. The credit manager then sends the statement of
account to the company on a timely basis for clearance.
6. If a company becomes delinquent in payments, it is the responsibility of the
Accounting Office to notify Reservations and the Front Desk that Direct Billing
privileges are black listing such for company. 
7. All credit facilities are to be suspended until full payment is received from
the company. At that time the Controller must make the decision as to whether
to re-instate Direct Bill privileges for the company.
RESERVATIONS / FRONT OFFICE:
1. After a company and/or account has been cleared by Accounting for Direct
Billing, the Reservations staff can then use their copy of the approved Direct
Bill Request Letter as authorisation to stamp "Bill Direct" on all future
reservations for that company.
2. Only accounts pre-authorized by accounting department may be granted for
Direct Bill. If a guest requests Direct Billing to his/her company, and there is
no authorisation on file, he/she should be referred to the Credit Manager or
Controller.
3. The Front Desk department is not authorised to approve any Direct Bill
arrangements.
4. At checkout, Direct Billing Accounts must be verified and signed by the
guest to acknowledge verification. This will help to prevent most billing
disputes after checkout.
5. All supporting correspondence to be attached to the final invoice and send
to the accounts team.
6. The correct Company or Travel agent profile with a valid AR –ID  to be only
used while doing a bill to AR settlement.
Training Summary questions:
Q1. Who is responsible for authorising direct billing for a company?
Q2. What all details to be present on a bill to AR authorisation letter?
Q3. What is an AR account ID?
Q4. Does front office staff authorised to approve any direct billing request?
Q5. Why it is important to collect the guest signature on bills and
correspondence at the time of check-out?
SOP – Do’s and Don’ts in Front Office
SOP Number: FO-03 ( SOP serial number and department code )
Department: Front Office – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
1) Establish Eye contact while speaking to guest.
2) Greet everybody you meet and see, with a smile.
3) Address guests and team mates by name at all possible opportunity.
4) When guest ask for direction always guide the way.
5) Never tell a guest that you are tired, working long hours or want go home.
6) Maintain your work area -keep it clean.
7) Pick up any debris.
8) Do a follow up on anything you do for a guest by contacting them
personally.
9) Listen to guest complaints / requests carefully if required pen down the
details but never contradict or interrupt.
10) Never discriminate against any people, regardless of nationality, race,
religion, color, sex or appearance, Give equal treatment for all.
11) Do NOT insult the guest.
12) Do NOT make promises that exceed your authority.
13) Don't Argue with the guest.
14) Always stay calm.
15) Avoid responding with hostility and defensiveness.
16) Don't promise the impossible, instead offer alternate choice.
17) Do report incidents on Log book or to superiors this will help to do any
service recovery if needed.
Training Summary questions:
Q1. Why it is required to address guest and team mates by name?
Q2. What will you do if you find debris on the lobby?          
Q3. What will you do when a guest complaints?
Q4. Should we treat guest according to their nationality / race?
Q5. Why it is required to report incidents on log book?

SOP –Front Office Assistant / Executive - Taking

over a shift
SOP Number: FO-04 ( SOP serial number and department code )
Department: Front Office – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 60 Minutes
Objective: An effective front office communication involves the use of log
books, information directories, emails and telephone procedures. A proper
hand over of shift is required to ensure smooth running of the front office
shifts.
 Report to work place at the correct time.
 Ensure you are dressed and groomed to hotel.
 Check notice boards in the back office.
 Check the hotel position overview for a week.
 Attend briefing and take Hand over from the previous shift.
 Make sure to give hand over and take hand over.
 All Front office staff has to read and sign the logbook.
Read the log book :
 Look for unusual events or incidents.
 Guest Complaints.
 Guest pending requests  .
 Other relevant information’s.
 Situations which requires follow-up.
 VIP- arriving / In-house
 Group arriving / In-house
 Pending room moves.
 Pending departures ( Late check-outs if any )
 Credit issues to be reported to the Duty Manger / Front office manager.
 Pending Mails and Couriers to be delivered to the guest.
Print important report:
 Pending Traces.
 Arrivals with special requests.
 Pending departures.
 Room discrepancy report.
  Shift back up / Batch / Emergency report and file the same.
 Payment masters ( PM ), Group Master ( GM ) rooms balance.
 Balances of guest accounts showing opening guest balance and closing
guest balance.
Prepare necessary Front office documents:
 Guest request tracker sheet.
 Wake up call and DND sheet.
 Reservation request forms  .
 Checklist for reception.
 Guest feed back forms  .
 Ensure Adequate stock of front office supplies are available for the
day’s / shifts operation. Replenish and make store request is required.
 Room tariff cards / slips.
 Hotel brochures.
 Staplers and staple pins.
 Billing paper loaded in printer and photo copiers.
 Envelops for guest bills.
 Registration cards   printed for expected arrivals.
 Loyalty program enrolment forms.
 Message slip and envelopes.
 Refund, Paid out, Cash, Petty Cash slips / receipt books.
 Rubber bands.                              
 Paper clips.
 Magnetic Key / RF Key cards.
 Key Card holders.
 Pens.
 Printer Ink Cartridges.
 Scribbling pads.
 Mini Bar Pricing list.
 Other Front desk Stationeries.
 Make sure that the reception desk if not cluttered.
 Ensure that you are aware of events or functions taking place in the
hotel.
 Take proper cash hand over.
Training Summary questions:
Q1. What the examples for unusual events or incidents?               
Q2. Why it is required to report to duty at the correct time?         
Q3. What should be done if the Printer is not working at front desk?
Q4. Examples of stationery used at front desk?
Q5. What is the importance of Log book in front desk operations? 
Q6. Why it is important to print the shift back up report / emergency report
before starting the shift?

SOP – Guest Registration and Check in process

SOP Number: FO - 05 ( SOP serial number and department code )
Department: Front Office – Guest Check In
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 60 Minutes
Objective: After a guest arrives at the hotel, the front desk agent should
complete the guest registration process. This is to make sure that the guest
registration is completed as per the hotel standard and also to collect
important guest information’s.
Guest is also asked to sign on the printed registration card as a statutory
requirement and also to verify that the details provided on the registration card
is accurate.
When Guest arrives at the reception to check in:
 Great the guest.
 Enquire the Last name / First name of the guest.
 Search for the reservation record and print registration card ( if the
same is not pre printed )
Present the Registration Card   to guest for verifying / reconfirming
preprinted details Like :
 First Name, Last Name.
 Arrival Date. Time.
 Departure Date, Expected time of departure.
 Room Rate.
 Room Number.
 Room Type.
 Method of payment.
 Billing instructions.
 Meal Plan
 Request for ID Proof for local guest and Passport and Visa details for
foreigners.
Following details to be completed:
 Salutation.
 Designation.
 Company Name.
 Address Home / Business
 City, Country
 Postal Code
 Telephone / Fax / Mobile numbers.
 Email address.
 Contact Number / Person in case of emergency.
 Purpose of Visit.
Passport details:
 Passport Number.
 Nationality and country of residence.
 Date of Birth / Anniversary Date.
 Passport Issue date and Expiry Date
 Place of Issue of Passport.
Visa Details:
  Visa Number
 Visa issue date and Expiry date.
 Visa Place of issue.
 Type of Visa.
 Proposed duration of Stay in the country.
 Arrived from.
 Proceeding to.
 Explain to the guest regarding late checkout policy if any.
 Request the guest to sign on the Registration Card.
 Scan / Photocopy of Passport and Visa copy and attach to the
registration card.
 Front office assistant to also cross sign the registration card on the
provided field.
 Update the guest details collected on regard to the Profile of the guest.
 File Registration card.
Training Summary questions:
Q1. Why it is required to complete guest registration process upon guest
check in?      
Q2. What all details to be collected on registration card?               
Q3. What all details to be collected from the passport?
Q4. Should the front desk agent sign on the regard?
Q5. What all details to be updated back on the guest profile?
Q6. What all details to be reconfirmed on registration card?
SOP –Handling Group Check-in in Front Office
SOP Number: FO-06 ( SOP serial number and department code )
Department: Front Office – Reception
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: Estimated time for training
On Check in / Arrival Date:
1) Always designate a Group Coordinator from the Front Desk prior to arrival.
2) Liaise constantly with the sales Group coordinator for information.
3) Check that Arrival Registration cards have been prepared for the group
along with the rooming list for signature.
4) Check all Relevant correspondence has been read and briefed during the
staff briefing.
5) Check Group Billing instructions and cross check the billing instructions
entered on the Property management software.
6) Once Priority group rooms have been allocated, cut rooms keys for arrival.
7) If Group is arriving at one time then all rooms must be allocated and all
keys cut.
8) The number of keys per room must match with the occupancy of the room.
9) Insert Key Cards into key card Jacket and place on the tray along with
rooming list.
10) Print traces report for Front office and read the instructions given.
11) Choose an appropriate group check in area according to the following:
 Size of the Group
 Block / Wing the group is staying
 Transport to the hotel
 Time of  check in
12) Registration cards   along with Keys should be kept in Alphabetical order.
13) Sufficient stationary / Pens must be kept ready for guests to sign their
registration cards.
14) Welcome Drinks and cold towels should be prepared so they may be
served on arrival. And accurate number of Drinks to be pre ordered so that the
room service supervisor is aware of this requirement.
15) The Bell Desk / Concierge must be kept informed of the group arrival time
and the following needs should be coordinated:
 Luggage Tags are ready.
 Luggage delivery plan is organized.
16) Their Duty Roster   has been prepared taking into consideration the
group’s size and Arrival Time.
17) All changes with the group arrival time check in area and group size to be
given to the concierge.
18) Collect wake up call for the group from the tour leader.
Training Summary questions:
Q1. How to choose a appropriate check in area for group arrival?   
Q2. Why it is required to print trace report?
Q3. Importance of Bell desk in group arrival?
Q4. Is it required to mention about group arrival during briefing?
Q5. On what order the Registration cards to be kept and why it in that order?