SOP – Front Office – Handling Groups – Pre arrival

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Handling Groups in Hotel Front Office – Pre-Arrival

Purpose: The front office team has to be prepared to receive a group in the hotel. They should also make sure that the requested rooms are ready at the time of group arrival and also the room blocking has been done as per the rooming list sent by the Travel Agent / Company.

Pre-Arrival ( Either one or two days before group arrival):

  1. Duty roster must be prepared accordingly and to be approved by the Front office manager. ( appropriate staffing level should be considered according to group movements)
  2. Read the appropriate Group Folder / Contract.
  3. Look at all arrivals guest profiles, history, and special remarks if any.
  4. Make note of all relevant guest requirements and special needs.
  5. Ascertain the arrival and departure time of the Group. 
  6. Cross-check the arrival and departure dates are correctly fed into the group reservations and also onto the group payment master room.
  7. Check all group reservations for Rate code, Room rate picked up, Meal Packages attached and make sure the instructions are according to the group contract.
  8. Print the rooming list sent by the Travel agent / Company and cross-check that the number of persons occupying a room is correct. If required create a sharer reservation according to billing instructions ( For example if the shares also required an invoice at the time of checkout)
  9. Cross-check the billing instructions on PMS for all group rooms and Group payment master.
  10. Create Routing instructions on all group rooms to group payment master ( If the billing instruction is Room + TAX to travel agent ). This will also help to have a smoother checkout experience for the group members and cashiers.
  11. Print arrival report for the date of group arrival and check room allocation.
  12. Take note of Room allocation, Special needs, Honeymooners, wedding anniversaries, birthdays, etc.
  13. Look for Extra bed and baby cot requirements and send notifications via Traces or email to the housekeeping department.
  14. Do appropriate room allocation according to the room status and availability on the PMS.
  15. Prioritize group early arrivals and room type requirements, Suite rooms, Non-smoking, single lady, etc.
  16. Always ensure that housekeeping / Room service / Engineering is aware of any special needs for this group. Send a requisition form to this department and also create a Trace on PMS.
  17. Group Welcome letter to be prepared, neatly folded, and kept in an envelope.
  18. Call up the group coordinator and reconfirm the arrival time of the group.
  19. Communicate all VIP/Suite room allocations with Guest Services.
  20. Give requisition form to Room service for group welcome drinks and cold towels.

Training Summary questions:

Q1. Why it is important to Prepare for group arrival? 

Q2. Is it important to check billing instructions on the group folder with billing details entered on PMS?

Q3. Name any five important points while preparing for a group arrival.

Q4. How to do a duty roster when there is a group movement?

Q5. When should the requisition for Welcome drinks / cold towels be given to room service?

SOP Number: Front Office SOP -07 
Department: Front Office – Reception
Time to Train: 60 Mintues
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