Front Office
Check – in to Check - out
Clean Uniform
Well groomed
Porch Welcome
Open car door for the guest
•Welcome the guest to the hotel
•Direct him to reception Good Morning,
Mr.Ahuja. Welcome to
Fern Residency. This
way please.
•Bell boy/ Driver removes luggage from car
•Escorts guest to reception
•Doorman opens the door with a warm smile
This way is the
reception
Tags guest luggage
Check in (to be completed within 5 mins)
Acknowledges the guest immediately
Addresses guest by name
Warm welcome to the guest by the
Aarti
Uses eye contact
Speaks clearly
Namaste Mr. & Mrs
Ahuja, Welcome to
Fern Residency
•Confirms personal preferences
•Confirms check-out date
•Enquires with departure assistance
•Give the Guest Registration card to the Guest to sign
Would you prefer
Smoking or Non Smoking
Room..
Non
Smoking,
please.
I wish to reconfirm that
your Check Out Date is
17th July 2012. Would
you need any drop to
the airport.
Request the guest for Identity Proof
Request for the Credit Card
Point the Room Number and the
Room Rate on the Guest
Registration Card. Do not
Announce to the Guest
Handover the Key card and the Welcome Letter to the Guest
Have a
pleasant stay
with us
The Front Office Manager meets the
Guest and the Welcome Drink is
offered to the Guest
The Guest is escorted to the room and is briefed about the different
facilities in the hotel
The Front Office Staff opens the door of the guest room and shows the key
insert to the guest
Room Orientation
Safe Deposit Locker Bathroom Amenities
Mini bar Tea/ Coffee Set
up
Luggage delivery by the Bell Boy
The Bell Boy Knocks the door/
rings the bell. Announces BELL
DESK
Wishes the Guest with a Warm
Smile. Takes the permission of
the Guest to come in with his
luggage
Good Morning,
Mr. Ahuja. Your
Luggage, Sir..
May I come in
Place the Luggage on the
Luggage Rack
Enquire with the guest if he needs
anything else
Is there anything
else I could help you
with?
Departure
Knock the door lightly
or ring the bell
Greet the guest
Use guest name
Inquire about transportation
Carry the luggage
Thank the guest
Good Morning
Mr. Ahuja. May
I come in.
Check out (to be completed within 5 mins)
•Acknowledged by staff
•Welcoming smile
•Eye-contact
•Addresses by name
Good Morning Mr. &
Mrs. Ahuja. How was
your stay with us?
Could you spare a
few mins to give
us your valuable
feedback.
Feed back Form
•Bill queries are handled efficiently
•Accurate & correct bill
•Requested guest to return
keycard
Request the guest for Credit
Card for settling the bill
Present the Credit Card Slip to
the Guest for the Signature
Present the Bill with credit
card slip attached in the
envelope to the Guest
FOND FAREWELL
Place guest luggage in car
Confirm no. of bags placed, to the guest
•Offer car door assistance
•Thank the guest
•Wish a pleasant journey