SOP – Front Office – On Queue or Wait Procedure

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Handling On-Queue or Wait Room Status in Hotels

  • A guest “On Queue” or “wait” for a room situation occurs when no ready rooms are available when a guest arrives at the hotel.
  •  The Front desk agent should change the status of the room to “on queue” or “wait” on the property management software and also inform the housekeeping department.
  •  The housekeeping control desk can then prioritize the room on queue immediately for cleaning and releasing for check-in.
  • The Front desk agent should inform the guest of the situation and advise them as to the approximate length of time before the room is available.
  •  The Front desk staff can utilize this time to explain available services at the hotel to the guest and also offer the guest a tour of the property. If there is any further delay due to any unforeseen issues then the same is to be notified immediately to the guest.
  •  If the guest doesn’t want to take the property tour then offer refreshments (Tea / Coffee / Juice) etc. and provide them with any required assistance.
  •  The guest’s luggage should be safely stored by the Bellman and placed inside the room when available.
  •  Never hand out keys to the blocked room to the guest before it is ready, or indicate to the guest the anticipated room number.
  •  While the guest is waiting for the room to be ready, the normal registration procedure can be completed. Also, inform the guest to return to the Front Desk to collect room key(s) when the room is ready.{loadposition amp-mid}
  •  All guests who had waited for the room need to be time stamped on the registration card and the same need to be updated on the log book. 
  •  Once the room blocked for the guest is made ready by the housekeeping, notify the Bell boy to deliver the guest’s luggage to the room, inform the guest about the same, and also finalize the processing of registration formalities if required.
  •  If the guest doesn’t want to place the luggage automatically after the room is ready then the luggage slip needs to be attached to the registration card to remind about the luggage kept with the Bell desk.
  •  When the guest returns to the ready room, the Guest service associate should escort him/her to the room.
  •  If large numbers of “on Queue” are anticipated like groups or conferences, the Front Office Manager or Assistant, at their discretion, may available to waiting guests a wash and change rooms. An alternative would be to utilize the Business Centre /Concierge Lounge/poolside area for this purpose.

Training Summary questions:

Q1. What does it mean by “On Queue”?

Q2. Is it required to inform the guest about the situation?

Q3. What can be done to keep the guests engaged while they are waiting for the room?

Q4. Should the room key be handed over to the guest in advance?

Q5. What can be done in case a group waiting for the room to be ready?
SOP Number: Front Office SOP - 24 
Department: Front Office – Guest Service
Date Issued: 06-April-2014
Time to Train: 30 Minutes

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