SOP – Concierge / Bell Desk – Check-In Service

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Concierge / Bell Desk Guest Check-in Service Procedure

Purpose of this SOP: The first impression that the guest gets from the hotel will last and the hotel needs to make sure that a guest who stays for the first time in the hotel will get all relevant information in an effective way while he is escorted to his room. 

The Concierge staff and Bell Desk team are often the first point of contact and should have good product knowledge & good knowledge of the city and places of interest to give clear directions/recommendations to the guests.

Guest Check-in Service Standard Procedure:

  • Greets every guest that comes to the hotel with a smile and eye contact immediately
  • Offer to assist the guest with the luggage and confirm the number of pieces with the guest.
  • To confirm ‘surname’ with the guest and note it down with the luggage tag.
  • It is a must they inspect luggage for any damage and bring it to guest attention before it is placed on the trolley.
  • Group the luggage together if it is more than one piece to avoid mix-up.
  • Luggage is to be placed on a trolley and pushed to the reception while waiting for the guest to register.
  • Assist the guest in the room and explain the facilities available if the Guest Relations Officer is not available to the room the guest.
  • To assist the guest in the lift and allow him to enter first

Explain to the guest about:

  • Outlet opening hours.
  • Which floor he is on and what room number?
  • Special promotions at the F&B outlet (if any).
  • Demonstrate to guests how to open the room door.
  • Open door, hold and show guests into the room first.
  • Show the guest how to activate the lighting in the room by using the key card.

Proceed to introduce and explain our guest room facilities, in a clockwise/anti-clockwise in the following sequence:

  • Coffee/Tea making facilities
  • Minibar
  • TV channels
  • Control panel (air condition/heater switch, light control, message light, alarm clock, world time)
  • Personal Safe
  • Hairdryer / Shavers point
  • Fire Exits
  • Check with the guest if they require Laundry/Pressing Services.
  • Inform the guest that they can contact the Guest Relations Officer at extension 1234 if they require flight reconfirmation.
  • Remind the guest to recover the key card from the Energizer slot before leaving the room.
  • Example: Mr. Guest Name, please bring along your key card with you when you leave the room.

Before leaving the rooms, with the guest:

  • “Have a pleasant stay with us”.
  • To ensure that proper recording in the ‘check-in control book’
  • Bellman to retrieve the luggage tags from the guest’s luggage and bring it down for recording purposes. 

Training Summary questions:

Q1. What is the purpose of this SOP?

Q2. What all needs to be explained to the guest while taking the guest to the room?

Q3. Steps before leaving the room.

Q4. Should you explain how to operate the in-room safe?

Q5. Give examples of 5 room features which need to be explained to the guest?

SOP Number: Front Office SOP – 64
Department: Concierge - Bell Desk
Date Issued: 14-Aug-2019
Time to Train: 30 Minutes
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