SOP – Front Office – Handling Guest Awaiting For Room

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How to Handle Guests Awaiting For Room?

Handling Guest Awaiting For Room Standard Procedure:

Search for vacant dirty

  • Search for the guest reservation.
  • In case of a walk-in guest, create a reservation for the guest according to the registration procedure.
  • If a vacant clean room is not available immediately, search for a vacant dirty room at first and call the housekeeping to rush rooms.
  • Make sure you have given enough time to clean the room.
  • If the hotel software or PMS has a functionality of ‘Queue or Queuing’ flag the reservation as on queue. (This will also help to log how much time the guest has been waiting for a clean room on arrival)
  • In case require help Housekeeping cleans rooms as needed in order to not keep the guests waiting for a room. (This shows our care for the guests.)
  • While the guest is waiting for the room to get ready issue a welcome drink or breakfast coupon.
  • Issue the welcome drink coupon to the guest by saying: “Mr / Mrs. Bond, the room we blocked to you is under cleaning, and Housekeeping has been informed to rush room and it may take about 30 minutes. May I invite you to have a complimentary breakfast/drink in our lobby lounge? I will let you know as soon as the room is available.

Keep monitoring the room status:

  • Keep monitoring the room status in hotel software/PMS.
  • Get updated room status directly with the room attendant or housekeeping control desk as and when required.

Upon the room being cleaned:

  • As soon as the room status is changed to the vacant clean, send the room key and welcome booklet to the guest personally. By saying: “Mr./Mrs. Bond, I am sorry to have kept you waiting. Now the room is ready, the room number is 101. Thank you for your understanding.”
  • Apologise for the waiting and introduce the GSA or Concierge to escort the guest to the room.
  • Show the check-in of the room in the system immediately. (Change the status to confirmed from on-queue or as per the hotel software functionality before check-in)
  • Use any courtesy service to delight guests.
  • As the room connects with the telephone line after check-in the GSA or Front Desk Assistant should anticipate any guest request.  

Training Summary Questions for “Handling Guests Awaiting For Room”:

  1. What steps should be taken to handle guests awaiting a room?
  2. What should be done if a vacant clean room is not immediately available for a guest?
  3. How can the hotel software or PMS help in managing guests awaiting rooms?
  4. What action should be taken to ensure housekeeping is informed to expedite room cleaning?
  5. What should be offered to guests while they are waiting for their room to be ready?
  6. How should the welcome drink or breakfast coupon be issued to the guest?
  7. What are the key monitoring activities for room status during the waiting period?
  8. What should be done as soon as the room status changes to vacant clean?
  9. How should the handling of the guest waiting for a room be concluded?
  10. What are some additional steps to delight guests during their stay?

These questions cover important aspects of the SOP and can be used to assess understanding and reinforce training on the procedure for handling guests awaiting rooms.

SOP Number: Front Office SOP – 34
Department: Front Office - Reception
Date Issued: 19-Aug-2019
Time to Train: 30 Minutes
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