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.  
SOP Number: Front Office SOP – 67
Department: Front Office - Reception
Date Issued: 19-Aug-2019
Time to Train: 30 Minutes

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