SOP - Front Office - How to Check guest car before pick-up

SOP Number: FO - 25 (SOP serial number and department code)

Department: Front Office – Travel Desk / Concierge

Date Issued: 27-April-2014

Time to Train: 45 Minutes

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 mustache 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 note pad

• Name tag.

Check Car Condition:

• Check car service due date.

• Car to be clean and washed from outside.

• All windows / screens should be cleaned.

• Seat covers to be clean.

• Car should be smelling fresh.

• The front seat of the car should always be pulled to the front to the maximum.

• Check 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 condition.

• Check Music system and CD / USB as per hotel standard.

• 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 drivers seat.

• Choice of Magazines as per hotel standard should be kept on other seat pocket.

• Local city guide book which shows places of interest map etc.

• 2 Note pad and pen to be kept in a folder.

• Car air freshener should be present.

• 2 Box 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 to be clean.

• The paper on which details are printed to be clean and free of creases & folds.

• The hotels name with the logo to be printed bold and clear.

• The full name guest 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?