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SOP - Front Office - On Queue or Wait Procedure

SOP Number: FO - 24 (SOP serial number and department code)

Department: Front OfficeGuest Service

Date Issued: 06-April-2014

Time to Train: 30 Minutes

  • A guest “On Queue” or “wait” for 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 as "on queue" or "wait" on the property management software and also inform the housekeeping department.

  • Housekeeping control desk can then prioritise 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 him/her 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 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 guest before it is ready; or indicate to the quest the anticipated room number.

  • While the guest is waiting for the room to be ready, the normal registration procedure can be completed. And also inform the guest to return to the Front Desk to collect room key(s) when the room is ready.

  • All guests who had waited for room need to be time stamped on 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, and inform the guest about the same and also finalize 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 registration card to remind about the luggage kept with the Bell desk.

  • When the guest returns for 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 his/her discretion, may available to waiting guests a wash and change rooms. An alternative would be to utilize the Business Centre /Concierge Lounge/pool side area for this purpose.

Training Summary questions:

Q1. What does it mean by “On Queue”?

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

Q3. What all can be done to keep the guest engaged while he / she is waiting for the room?

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

Q5. What can be done in case of a group waiting for room to be ready?

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Authored and managed by Augustine, a hotelier with over 20 years of experience in the industry. He has a 3-year diploma with 'honors' from the American Hotel & Lodging Educational Institute and a Bachelor of Computer Application - BCA Degree.