SOP – Front Office – How to check guest car before pick-up

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How to Check the guest’s car before pick-up?

Check Grooming & Personal Hygiene of Drivers:

  • Drivers are the first point of contact with the guest.
  • They represent the hotel and the company
  • Uniform to be crisp, clean, and well-ironed
  • Well shaved
  • Hair and moustache to be trimmed
  • Deodorant to be applied
  • Shoes to be well-polished
  • Nails to be clipped
  • No chewing of pan/gutka.
  • Avoid smoking, Need to wash hands and mouth refreshments to be taken.

Check for Driver and Vehicle documents:

  • Driving license
  • Vehicle Registration paper.
  • Validity of vehicle Insurance. 
  • Pen and a small notepad
  • Name tag.

Check Car Condition:

  • Check the car service due date.
  • The car is to be cleaned and washed from the outside.
  • All windows/screens should be cleaned.
  • Seat covers to be clean.
  • The car should be smelling fresh.
  • The front seat of the car should always be pulled to the front to the maximum.
  • Check the Tyre pressure and Wheel rim to be washed.
  • Radiator coolant level.
  • Fuel Level ( Low / Med / Full).
  • Engine oil level.
  • Window washer water lever and Wiper working.
  • Check A/C working conditions.
  • Check the music system and CD / USB as per hotel standards.
  • First Aid Kit.
  • Fire Extinguisher.

Check Car Facilities:

  • Trip Sheet / Duty Slip
  • Daily newspaper to be in place – neatly folded & placed in the back pocket of the driver’s seat.
  • Choice of Magazines as per hotel standard should be kept in another seat pocket.
  • Local city guide book which shows places of interest map etc.
  • 2 Notepad and pen to be kept in a folder.
  • Car air freshener should be present.
  • 2 Boxes of tissue paper.
  • 2 bottles of mineral water(room temperature), 2 Soft drink, 4 Cold towel
  • The front seat of the car should always be pulled to the front to the maximum
  • Seat pockets should be cleaned.
  • Coat Hangers
  • Mobile Car Charges and Pins.

Check the placard:

  • The board and the handle rod are to be cleaned.
  • The paper on which details are printed is to be clean and free of creases & folds.
  • The hotel’s name with the logo to be printed in bold and clear.
  • The full name of the guest is to be printed with salutation and without any spelling mistakes.

Training Summary questions:

Q1. Why should we check grooming & personal hygiene?

Q2. What should be checked in grooming & personal hygiene?

Q3. What should the driver be checked for?

Q4. What should be checked in the car?

Q5. What should one check on the placard?
SOP Number: Front Office SOP - 25 
Department: Front Office – Travel Desk / Concierge
Date Issued: 27-April-2014
Time to Train: 45 Minutes

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