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Tour Arrangement Procedure For Hotel Guests

SOP Number: Front Office SOP – 58

Department: Front Office / Concierge  - Tour Arrangement

Date Issued: 20-Aug-2019

Time to Train: 20 Minutes

Purpose of Tour Arrangement SOP:

The Front Office / Travel Desk / Concierge team should know the correct standard for handling guest's request for a tour arrangement. All guests tour arrangement request should be handled with care and no wrong information given to the guest, as this creates a negative impression for the guest.

All tour arrangement request of the guests must be accurately processed, tracked and followed up in the correct way in order to ensure guest satisfaction.

Tour Booking Procedure Standard Procedure:

1. Upon receive guest’s request for booking a tour:

Inform guest that there are 3 types of the tour they can take: Private tour/Guide service only/Transportation only depending upon the services available.

At the same time, explain what is the difference between them.

Offer guest more options to provide “Do More” for the guest.

2. Information should be listed when taking a tour arrangement:

Avoid any mistakes while taking the guests details.

Details should be accurately recorded on to the logbook.

The following information must be taken down when the guest decides to take which kind of tour:

  • Guest name

  • Room number

  • Tour date

  • Departure time

  • Total price

  • Type of tour

  • Date reserved

3. Inform the guest about the tour outcome:

Make sure to provide the correct details about the tour, the sightseeing places, timings etc.

Ask the guest to sign a miscellaneous voucher for the tour payment, which will be charged to the room.

Make sure the guest is aware of the breakup of the charges and the method of payment.

4. Record the tour arrangement:

Inform the guest that the tour has been arranged by phone or leave a message, and remind the guest the start time and the meeting point should be at Concierge.

All the different types of the tour that are reserved by concierge must be recorded on the concierge shift logbook.

The concierge team member should always meet the guest request with courtesy.

On the day of the tour, the concierge should introduce the guest to the tour guide and the driver.

Training Summary Questions:

Q1. What is the purpose of this SOP?

Q2. Who is responsible for taking the tour arrangement request?

Q3. What all details to be taken while taking a tour booking request?

Q4. Why it is important to inform the guest about the tour booking request outcome?

Q5. How to record the tour arrangement details and why?

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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.