Knowledge Management-Standard Check In Procedure
- 1. THE RITZ CARLTON, BANGALORE SOP:CHECK IN STANDARDS SUBMITTED BY:- SANDEEP RANGRA ROLL NO:- C-20 PRN-15020441220 SUBMITTED TO: PROF. SUPRATIK GHATAK
- 2. INTRODUCTION Industry:- Hospitality Founded:- 1983 Headquarters:- Chevy Chase, Maryland, United States CEO& President:- Mr. Herve Humler Parent Company:- Marriott International Hotels:- 90 Hotels Worldwide Brief:- The company opened its first Hotel in the year 1911, The Ritz Carlton New York. The current company was established in 1983. The company has aa very strong foundation and always focus on exceeding customer satisfaction by providing exceptional services. MOTTO:- “WE ARE LADIES AND GENTLEMEN SERVING LADIES AND GENTLEMEN”
- 3. CHECK IN Check In:- Check in is a registration process that is required to be adhered by the guests who have booked the rooms in the particular property or are in need of a room. The guests are required to provide the following details:- • Identifications documents:- For all the occupants of the room. Eg:- driving license or passport • Itinerary:- If prior booking are made otherwise not required • Other mandatory details are as follows:- • Nationality:- If foreign national then visa details needs to mandatory taken by hotels • Duration of Stay:- Number of night the guest will be staying • Transportation Arrangement:- Confirm that whether guest will require transport on departure or during the stay and arrange for the same • Package Inclusions:- Guest needs to be explained on the inclusions in his stay package • Pre-Authorization:- Advance payment to be taken from the guest by credit card, cash or debit card • Signature:- The registration procedure is a contract and it is mandatory by hotels to get the guest signature on the registration card • After registration the guest is escorted to the room and make sure the guests are comfortable
- 4. CHECK IN: SOP The below procedure was being followed at THE RITZ CARLTON, BANGALORE:- Agent need to be having a welcoming smile and greet the guest within 10 seconds of arrival Need to confirm guest’s reservation and ask for the IDs In the mean time offer welcome drinks to the guests Retrieve reservation, print the registration card and confirm reservation details:- Checkout time, room type, guest preference etc Check if there is any message for the guest on the system, if there is pass the same to the guest Take pre-authorization on the guest’s credit card and write the same in the registration card Update the credit card number in the system and hand over the same with the charge slip to the guest Return the IDs to the guest Take guest’s signature on the registration card Make room keys and escort guest to the room The above procedure needs to be completed within the time period of 2-4 mins. The other important things to be kept in mind is that the guest needs to be engaged in the conversation all throughout the process and also agent needs to confirm the number of bags the guest is carrying and inform the bell desk to deliver the bags to the room within 15 mins
- 5. CHANGES IN SOP In order to provide an exceptional experience to the guests. The hotel introduced radio sets among the front office staff for efficient and fast communication so that the doorman can intimate the front desk staff as soon as the guest reaches the main porch. The changes made in the SOP were:- Agent once informed of the guest name needs to keep the registration card and room keys ready in the folder Show check-in in the system Welcome drinks needs to ready in the lounge area for the guest As soon as guest reaches the lounge welcome the guest and escort the guest directly to the room Confirming with the guest of the number of bags and intimating the bell desk to deliver the same in the room within 10mins Make guest comfortable in the room and do the registration process Offer hotel membership to the guest if first time visiting otherwise if already a member take the membership number and update in the system Explain the guest various amenities in the room and various restaurants in the hotels and places to visit nearby hotel Announce your name before leaving the room and enquire incase guest requires any further assistance Wish guest a pleasant stay and leave the room
- 6. MAINTENACE OF STANDARDS AND BENEFITS Weekly surprise audits by the Learning and Development Managers or Manager on Duty Training on the SOP provided during the briefing with different check in scenarios Assessing agents performance after audits and providing key areas of development Quiz during the briefings asking agents about various packages and different facilities in hotel to keep track of their awareness of the hotel BENEFITS:- Following the procedures has given the below benefits to the company:- Increase in customer satisfaction Customer retention Increase in sales and increase in upsells Front Office department got 93% rating in the recent quality audit in April 2015 Higher work satisfaction and high morale amongst employees
- 7. THANK YOU