SOP – Concierge / Travel Desk – Taxi Booking

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Taxi Booking Procedure For Hotel Guests

Purpose of Taxi Booking SOP: The Front Office / Travel Desk / Concierge team should know the correct standard for handling guest’s requests for taxi booking. All guest taxi booking requests should be handled with care and no wrong information given to the guest, as this creates a negative impression for the guest.

All taxi booking requests of the guests must be accurately processed, tracked and followed up in the correct way in order to ensure guest satisfaction.

Hotel Taxi Booking Procedure Standard Procedure:

1. Procedure upon receiving a guest request for taxi booking in advance.

When a request is made over the counter or by phone, always reconfirm with the guest the following information and write it down on the taxi reservation form at the same time:

  • Guest name
  • Room number
  • Time requested
  • Destination

2. Payment and Charges:

The concierge must inform guests of the approximate taxi price and the payment method.

If the guest wants to charge to the room, the concierge must ask the guest to sign the cash-paid-out voucher before the guest checks out.

Ensure the taxi arrangement has been done

3. Pre-arrange a taxi:

Ensure all requests are met with friendly and accurate.

When the guest needs a taxi immediately, proceed to the outside front door ask the first taxi driver out from the waiting line and park aside.

The concierge must explain to the driver the destination, and look into the guest’s payment method.

The taxi voucher with guest details should be handed over to the driver and explain the payment details (Pre-charged/payment to be collected etc.)

4. Immediately arrange a taxi:

After the taxi arrangement has been done, write down the taxi plate number on the reservation form, the driver’s contact number and the taxi company name.

Make sure all concierge teams are aware of the guest’s taxi requirements and can lead the guest to the right taxi.

5. Record the taxi arrangement:

The concierge team member should always meet the guest’s request with courtesy.

Inform the guest that the taxi has been arranged by phone or leave a message, and remind the guest of the start time and the meeting point should be at the concierge.

All the different types of tours and taxis that are reserved by the concierge must be recorded on the concierge shift logbook.

The concierge team should introduce the guest to the driver before departure.

Training Summary questions:

Q1. What is the purpose of this SOP?

Q2. Who is responsible for taking the taxi booking request?

Q3. What are the details to be taken while taking a taxi booking request?

Q4. What needs to be done if the guest requires a taxi immediately?

Q5. How to record the taxi booking details and why?

SOP Number: Front Office SOP – 59
Department: Front Office / Concierge  - Taxi Booking
Date Issued: 19-Aug-2019
Time to Train: 20 Minutes
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