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SOP For Door Service and Greetings For Doorman

SOP Number: Front Office SOP – 63

Department: Front office - General

Date Issued: 02-Mar-2020

Time to Train: 15 Minutes

Purpose of this SOP:

The Doorman should be familiar and trained with the process of greeting and handling guests. The primary objective is to give a positive impression of the hotel as well as to acknowledge the importance of the guest in the hotel to raise the self-esteem of guests by addressing them by their name. This will let the guest feel home away from home service at the hotel.

Door Service and Greetings Standard Procedure:

Greet the guest with a big smile and pleasantries.

“Good Morning/Afternoon/Evening Mr/Ms/Madam… Welcome to [Mention Hotel Name] hotel.

Make sure you are aware of all the available services and outlets in the hotel and location.

Be informative and attentive at all times.

Offer assistance if you see that the guest look lost as he/she walked into the hotel.

“May I help you Sir/Madam?”

Be conscious of how you stand at the entrance and always ensure you have a good posture.

Greet the guest farewell as the guest walk out of the entrance.

“Hope to see you again”

“Have a nice day”

“Have a pleasant evening”

Ensure that the glass doors are properly cleaned polished all the time.

The glass doors and windows should not have fingerprints on any of the glass doors at all times.

Training Summary questions:

Q1. What is the purpose of this SOP?

Q2. What are the duties of a doorman?

Q3. Do a mock guest interaction with the doorman.

Q4. Why does the doorman need to be informative?

Q5. Who is responsible to check and ensure the cleanliness of the main glass door?

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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.