Front office SOP

1
Standard Operating Procedure No: 1
Process : How to report to work/ shift
Objective : To be a thorough professional as you enter the department
Responsibility : All staff
S.No. Procedure
Standard (Measurement, Number, Time,
Quantity, Precautions,
Phraseology etc.)
1. Arrive at the staff gate 20
minutes prior to the beginning of
the shift
 Arrive at the hotel well in advance to the
duty timing
 Punch your arrival at the staff gate
 Go to the Lockers & collect the soiled
uniforms
2. Get the uniform issued from
Linen Room
 Exchange the soiled uniform for fresh ones
 Ensure that the uniform is in good repair
before leaving the uniform exchange
counter
3. Change in Locker Room  Come to locker room with the fresh
uniform
 Change into uniform
 Ensure that the body odour is addressed
using deodorants
 Ensure all accessories which are part of
uniform are worn
 Ensure shoes are shining
 Ensure grooming is up to the mark and as
per standards
 After changing , move to briefing area

2
Process : How to report to work briefings
Objective : To be a thorough professional as you enter the department
Responsibility : Front office staff
S.No. Procedure
Phraseology etc.)
1. Punctuality  Staff should report at least 10 minutes prior
to the stipulated time of duty
Morning Shift at 06:45hrs for 07:00hrs
Afternoon Shift at 13:15hrs for 13:30hrs
Night Shift at 22:15hrsfor 22:30hrs
2. Grooming Standards
For Ladies
 Uniform should be clean and well ironed.
 Hair above shoulder length has to be
neatly tied
 No flashy hairpins, rubber bands or hair
accessories allowed
 Hair color / hair bleach is not permitted.
 Only black well polished closed shoes with
skin color socks or stockings to be worn.
 Apply light make up to suit your skin color
 Nail needs to be clean and properly
trimmed
 Only transparent gloss nail paint allowed.
 Long nails or flashy nail paint is not
permitted
 Use only mild perfumes/ deodorants
 Long nails not permitted
 One ring in each hand{inclusive of
wedding band}should be sober,
conservative and not too large.
 A simple gold chain or a mangal sutra or a
pearl chain is allowed around the neck.
 Matching ear studs{one in each ear} to the
neckwear is allowed. Dangling earrings are
a big no.
 Gold bangles not more than two numbers
to be worn in one wrist only. No dangling
bracelets to be worn.
 The other wrist should have a business
style watch, should be sober, conservative
and not too large.

3
For Men  Uniform should be clean and properly
ironed
 Hair should be trimmed short and neatly
set using hair gel
 Long hair, hair colour is not permitted
 Shoes should be black, well polished with
black shocks to be worn
 Use only mild perfumes/ deodorants
 Long nails not permitted
 Only one wedding ring is allowed.
 A business watch. No flashy watches.
 No bracelets or bands {except for
religious reasons.
3. Staff must update themselves
with the following information
about the hotel
 Hotel occupancy, revenue, average room
rate for last night
 Expected occupancy, revenue and average
room rate for the day
 VIP In house and Long staying guest
 VIP arrivals for the days
 Groups In-house
 Groups expected for the day
 Special traces, comments if any
 City comparison
 Staff must know the events and the
promotions going on in the hotel
4. Staff must read the log book  Banquet functions of the day
 Special promotion in any of the
restaurants

4
Process : What are the openings and closing duties of a front desk associate
Objective : To ensure smooth and efficient operations of the shift
Responsibility : Front office staff
S.No. Procedure
Phraseology etc.)
1. Opening duties of a front desk
associate
 To report on duty on time and be well
groomed
 To read log book and acknowledge same by
signing the log book
 To take key handover from the previous
shift
 To take message or any specific handover
 To go through the arrivals for the day
 To check the room blocking for VIP
arrivals
 To ensure that the desk is equipped with
required stationery
2. Closing duties of a front desk
associate
To file following reports
 To prepare log book handover for next
shift
 To prepare key handover for next shift
 To prepare message or any specific
handover for next shift
 To update A&D (arrival and departure)
register
 Arrivals checked in report
 Managers report
 Shift Checklist

5
Process : How to welcome the guest on arrival
Objective : Every guest entering the hotel must be given a warm welcome and
departure.
Responsibility : Front Office Staff / Guest Relations
S.No. Procedure
Phraseology etc.)
1. To welcome the guest on arrival  Body Language :
When you see guest entering the hotel from
the main porch stand straight with head up,
smile on your face and confidence in
yourself, take pride in your job
2. Acknowledge the guest within 30
seconds of the arrival
 Eye Contact :
Make eye contact and wish guest with smile
and refer to the time of the day. “ Good
Morning / Afternoon / Evening
Mr…..Welcome to The ______
3. Meet guests requirement  Check with the guest what he requires,
I. If the guest is checking in the hotel
than proceeds with registration
process, ensure you take the guests
ID or Passport Copy for
registeration.
II. If guest is a visitor then escort him
to his destination
4. Information about the hotel  Inform guest about the hotel, its facilities
and the various promotions going on in the
hotel
5. Guest Recognition  Always address guest by his last name and
show genuine interest in his talks
6. To give warm departure to the
guest
 Always give warm fare well to the guest and
wish him a wonderful / pleasant day
 Always thank the guest
 Always invite the guest to return to the hotel

6
Process : How to welcome a guest on his first time visit
Objective : To create everlasting impression about the hotel.
Responsibility : Front Office Staff
S.No. Procedure
Phraseology etc.)
1.
Case study of a first time visit
guest on arrival when he
approaches the reception on his
own
Doormen greets the guest
 Guest reaches the hotel porch
 The doorman opens the door with a smile
and wishes guest, “Good Morning /
Afternoon / Evening, Welcome to the _____
2. Bellboy greets the guest and offers
baggage assistance
 Bell boy wishes guest the time of the day and
assist him with his baggage.
“Good Morning / Afternoon / Evening Sir /
Madam, Allow me to take care of your
baggage”
3. Bellboy confirms the count of
baggage
 Bellboy confirms the number of baggage with
the guest.
 Guest approaches the reception
4. Reception greets the guest and
offers assistance
 Reception associate wishes the guest, “Good
Morning / Afternoon / Evening, Welcome to
The _____ Sir / Madam. How may I assist
you?”
 Guest: I am checking in
5. Reception offers seat assistance,
makes guest comfortable and
request for his last name
 Reception Associate: “Please make yourself
comfortable, May I request you for your Last
name under which the reservation is being
made”
Guest: I am Mr. Singh.
6. Receptionist takes out the
registration card of the guest
 Receptionist will then take out the registration
card of Mr. Singh
7. Guest registration card will have
the following details taken at the
time of reservation
 Guest Name
 Guest Co. Name
 Guest Arrival and Departure date
 Guest room category ( booked for)
 Guest room rate
 Guest credit card details
 Guest contact details

7
8. Registration card is printed on
arrival if the reservation is made
on same day
 Guest registration card is to be printed on
arrival if registration card is not printed
earlier, which may happen if the reservation is
made on same day
9. Guest registration formalities  Receptionist completes the guest registration
formalities. {For registration refer SOP No:8
& 9}
10. Programming of guest room key  Receptionist will then make the key for Mr.
Singh.{For Programming of guest key refer
SOP No: 11 }
11. Guest relations to escort the guest
to his room
 Receptionist will introduce Mr. Singh to the
guest relations and request her to escort Mr.
Singh to his room
“Mr. Singh, my guest relations Ms. Bhumika
will escort you to your room.”
{ For escorting refer SOP NO. 12}
12. Wish guest a pleasant stay  Receptionist wishes Mr Singh a very pleasant
stay
“Mr. Singh, have a pleasant stay with us”
13. Delivery of guest baggage to the
room
 Receptionist will inform the bell boy Mr.
Singh’s room number for baggage delivery
Case study of a first time visit
guest on arrival when guest
relations meets the guest in the
lobby
1. Doormen greets the guest  A doorman opens the door for the guest and
wishes him with a smile “Good Morning /
Afternoon / Evening, Welcome to The
_____.”
2. Bellboy greets the guest and offers
baggage assistance
 Bell boy wishes guest the time of the day and
assist guest with his baggage
3. Guest relations greets the guest in
the lobby and offers assistance
 Guest relations meets the guest in the lobby
and wish him
“Good Morning / Afternoon / Evening,
Welcome to The ____” How may I assist
you?”
Guest: I have a reservation

8
4. Guest relations request guest for
his last name and escorts the
guest to the reception
 Guest Relations will ask the guest under what
name the reservation is being made.
“May I have your last name please”
Guest: “ I am Mr. Singh”
 Guest Relations escorts Mr. Singh to the
reception
5. Guest relations informs reception
of the guest checking in
 Guest relations informs receptionist of Mr.
Singh checking in
6. Reception offers seat assistance,
makes guest comfortable, takes
out the registration card
 Receptionist will wish Mr. Singh the time of
the day, make him comfortable and will take
out his registration card
“Good Morning / Afternoon / Evening Mr.
Singh, Welcome to The ______, please make
yourself comfortable”
7. Guest registration formalities  Receptionist will complete Mr. Singh’s
registration.{ For registration refer SOP No.
8 & 9}
Singh.{For Programming of guest key refer
SOP No: 11 }
9. Guest relations to escort the guest
to his room
 Receptionist will introduce Mr. Singh to the
guest relations and request her to escort Mr.
Singh to his room
“Mr. Singh, my guest relations Ms. Bhumika
will escort you to your room.”
10. Wish guest a pleasant stay  Receptionist wishes Mr. Singh “Have a
pleasant stay with us”
room
 Receptionist will inform bell boy of Mr.
Singh’s room number for baggage delivery
12. On multiple check- ins  In case of multiple check-in guest relations
will request the guest to identify his baggage
and informs the same to bell boy before
proceeding to his room

9
Process : How to welcome a repeat guest on arrival
Objective : To give warm and recognised welcome to the guest
S.No. Procedure
Phraseology etc.)
1. Case study of a repeated guest on
arrival when he approaches the
reception on his own
2. Doormen greets the guest by his
name wishing him welcome back
 The doorman opens the door and wishes
guest “Good Morning / Afternoon /
Evening, Mr. Chaddha Welcome back to the
_______
3. Bellboy greets the guest by his
and offers baggage assistance
 Bell boy wishes the guest “Good Morning /
Afternoon / Evening Mr. Chaddha,
Welcome back to the _______” and assist
him with his baggage
4. Bellboy confirms the count of
baggage
 Bellboy confirms the number of baggage
with Mr. Chaddha.
 Mr. Chaddha approaches the reception
5. Receptionist greets the guest by
his name and wishes him
welcome back
 Reception associate stands up and wishes,
“Good Morning / Afternoon / Evening,
Mr. Chaddha, Welcome back to The
______. Please make yourself comfortable”
6. Receptionist will take out the
 The Receptionist will then take out the
registration card of Mr. Chaddha
7. Receptionist will confirm the
departure date and time
 Receptionist will confirm the departure date
and time with Mr. Chaddha and will request
him only for his signature as she already has
the details of Mr. Chaddha (being a repeated
guest)
8. Receptionist will request the
guest for his signature on the
registration card
 “Mr. Chaddha, May I request you for your
signature on the registration form”
Chadda.{For Programming of guest key
refer SOP No: 11}

10
10. Guest introduction to the guest
relations
 Receptionist will introduce Mr. Chadda to
the guest relations and request her to escort
Mr. Chadda to his room.
“Mr. Chadda, my guest relations Ms.
Bhumika will escort you to your room.”
11. Wish guest a pleasant stay  Receptionist wishes Mr. Chaddha, “Have a
pleasant stay with us Mr. Chaddha”
room
 Receptionist will inform the bell boy Mr.
Chaddha’s room number for baggage
delivery
Case study of a repeated guest on
arrival when guest relations meets
the guest in the lobby
1. Doormen greets the guest by his
name
wishing him welcome back
 A doorman opens the door for the guest
and wishes him “Good Morning /
Afternoon / Evening, Welcome back to The
______ Mr. Chaddha.”
2. Bellboy greets the guest by his
and offers baggage assistance
 Bell boy wishes the guest “Good Morning /
Afternoon / Evening Mr. Chaddha,
Welcome back to the ______” and assist
him with his baggage
3. Guest relations greets the guest
by his last name and wishes him
welcome back
 Guest relations meets the guest in the lobby
and wish him “Good Morning / Afternoon
/ Evening, Welcome back to The _______,
Mr. Chaddha”
4. Guest relations escorts the guest
to the reception
 Guest Relations escorts Mr. Chaddha to the
reception
5. Guest relations inform the
receptionist of guest checking- in
 Guest relations inform receptionist of Mr.
Chaddha checking in
6. Receptionist greets the guest by
his name and wishes him
welcome back
Receptionist will wish Mr. Chaddha the time
of the day “Good Morning / Afternoon /
Evening Mr. Chaddha, Welcome back to The
_______
7. Receptionist will take out the
 The Receptionist will then take out the
registration card of Mr. Chaddha
8. Receptionist will confirm the
departure date and time
 Receptionist will confirm the departure date
and time with Mr. Chaddha and will request
him only for his signature as she already has
the details of Mr. Chaddha being a repeated
guest

11
9. Receptionist will request the
guest for his signature on the
registration card
 “Mr. Chaddha, May I request you for your
signature on the registration form”
Chadda.{For Programming of guest key
refer SOP No: 11 }
11. Guest relations to escort the
guest to his room
 Receptionist will introduce Mr. Chadda to
the guest relations and request her to escort
Mr. Chadda to his room
“Mr. Chadda, my guest relations Ms.
12. Wish guest a pleasant stay  Receptionist wishes: “Mr. Chaddha, Have a
pleasant stay with us”
room
 Receptionist will inform bell boy of Mr.
Chaddha’s room number for baggage
delivery
14. On multiple check- ins  In case of multiple check-in guest relations
will request the guest to identify his baggage
and informs the same to bell boy before
proceeding to his room

12
Process : How to prepare for group arrival
Objective : To ensure smooth check in of the group
S.No. Procedure
Phraseology etc.)
1. Group Information sheet  Group Information Sheet is circulated to all
concerned departments and HOD’s a day or
two prior to the group arrival date by the
reservations
2. Preparation of rooming sheet of
the group
 As per the arrival time of the group previous
night shift at the reception prepares the
rooming sheet of the group
3. Rooming list gives following
information of the group
 Group Name
 Name of the Group / Tour leader
 Guest name with room number.
 Arrival and Departure details of the group
 Total number of paid and complimentary
room, if any
 Total number of single
4. Room blocking for a group  Rooms are blocked a day prior or by
previous shift duty manager depending on
the group arrival time and the availability of
the rooms
5. Point to be kept in mind while
blocking the rooms for the group
 While blocking the rooms for group, try
and accommodate the group in same room
category and on the same floor
6. Check for room rate adjustment  Room rate is checked for any adjustment if
required
7. Routing for the group  Group routing is done as per the billing
instructions of the group
8. Fruit and Flower (F&F) Voucher
for the group
 F & F voucher for the group welcome
drink or any other amenities (as per GIS) is
sent on the morning of the day of group
arrival
9. Information of room blocked for
the group to the house keeping
department
 House keeping is informed of the rooms
blocked for group and the expected time of
arrival of the group.

13
10. Preparation of room key and key
jackets for the group
 Once the rooms are blocked, keys are
prepared and kept ready in key jackets with
guest name and room number on it by the
previous shift at the reception
11. Registration card is prepared for
group leader
 One registration card is prepared in the
name of the Group / Group leader, who
signs on behalf of the group
13. Restaurant booking for the group  Restaurant booking is done for the group
as per the group information sheet
14. Note - Check for staffing  Ensure that we have enough staffing at bell
desk for smooth handling of group baggage

14
Process : What is the procedure of registration for a domestic guest
Objective : To record and maintain proper and accurate information of the guest
S.No. Procedure
Phraseology etc.)
1.
Case study of registration for a
domestic guest
Receptionist greets the guest
offers the seat assistance
 Wish guest “Good Morning / Afternoon /
Evening Sir / Madam. Welcome to The
________, Please make yourself
comfortable
2. Request guest for his last name  Politely ask guest for his last name under
which the room is reserved.
“May I have your last name please?”
Guest: I am Mr. Singh
3. Trace guest reservation with
following details
 If could not trace the guest reservation with
his last name, then ask for other details like
the company name, confirmation number.
“I am sorry Mr. Singh, I am not able to
trace your reservation, May I have your
company name or confirmation number”
4. Check for comments and traces  Check for guest comments, traces, message,
if any
5. Registration card to be taken out  Take out the registration card from Piano
file
on same day
 If the guest reservation is made on the day
of arrival, print the registration card. {For
printing of registration form refer SOP No.
35}
7. Registration card to be presented
in folder
 Neatly keep the registration card on the
leather folder.
8. Request guest for his business
card and credit card
 Politely ask guest for his business
card/Credit card/ID.(all required documents
together)
“Mr. Singh, May I request you for your
business card/ID and credit card?”
9. Note down the details  Note down the details on the registration
card using black pen only

15
10. In case guest is not carrying his
business card, request him to
write down the same on
registration card
 If guest is not having his business card,
politely request him to write down his
address, contact numbers and email address
on the registration card
“Mr. Singh, May I request you to write your
Address, Contact number and E-mail
address”
11. Confirm the departure date, time
and hotel transfer with the guest
 Confirm the departure date and time with
the guest and the hotel transfer if required
for airport drop on departure
“Mr. Singh, your departure date is 1st
June,
08, that means you will be staying with us for
3 nights, and would you be requiring the
hotel car to drop you to the airport on
departure”
12. Confirm the room category,
room rate and the package
inclusive of with the guest
 Confirm the room category and the rate at
which the room is booked by pointing
towards the rate printed on the registration
card and package inclusive of
“Mr. Singh, the room category you have
been booked for is deluxe room and the rate
for same is Rs./US $ ___+ Taxes inclusive
of morning breakfast in our All day dinning
restaurant i.e. Pickwicks at lobby level
13. Inform guest if the room is
blocked as per his liking
 Inform guest if the room is blocked as per
his special request
“Mr. Singh, As per your liking your room
has a beautiful view of the pool
14. Confirm the arriving and
departing destination with the
guest
 Confirm the arriving and departing
destination with the guest
“Mr. Singh, May I know the place you are
coming from and place you are heading
towards”
15. Confirm the mode of payment
with the guest
If the mode of payment is bill to
co/ travel agent voucher
 Confirm the billing instructions with the
guest. If the mode of payment is bill to co.
/Travel agent voucher check if you have
correct correspondence for same
If not please follow up the same with the
concerned sales account manager
“Mr. Singh, Your bills for room and
taxes will be taken care by the company /
Travel Agent and extras will be charged to
you directly
16. If the mode of payment is cash  If the mode of payment is cash, request the
guest to make advance deposit for at least a
night plus Rs. 5000 additional

16
“Mr. Singh, I request you to make the
advance payment for one night which is Rs.
___ plus Rs. 5000 additional for extras”
17. If the mode of payment is credit
card
 If the mode of payment is credit card than
politely ask him for his credit card
credit card?”
18. Guest and signature to be tallied  Please tally the guest name and signature on
the given credit card.
 Note down the credit card number on
registration card
19. Request guest for his signature
 Once you finished with all guest details on
the registration card. Present registration
card in leather folder along with a black pen
to the guest for his signature
signature on registration card”
20. Programming of the guest room
key
 Prepare key for the guest and present it in
key jacket along with guest name and room
number written on it. { For programming of
key refer SOP No. 11 }
guest to his room
 Introduce guest to Guest Relations and
request her to escort the guest to his
room
“Mr.Singh, My Guest Relations Ms. Bhumika
will escort you to your room”
{For escorting refer SOP No.12 }
22. Wish guest a pleasant stay  Wish guest a pleasant / wonderful stay with
us
“Mr. Singh, Have a pleasant stay with us”

17
Process : What is the procedure of registration for an International guest
Objective : To ensure proper and accurate information of the guest for legal
documentation
S.No. Procedure
Phraseology etc.)
1.
Case study of registration for an
International guest
Receptionist greets the guest
 Wish guest “Good Morning / Afternoon /
Evening Sir / Madam.
Welcome to the _______”
2. Receptionist offers seat assistance
to the guest
 Make guest comfortable on seat.
“Please make yourself comfortable Sir /
Madam”
3. Request guest for his last name  Politely ask guest for his last name
under which the room is reserved.
“May I have your last name please?”
Guest: I am Mr. Singh
4. Trace guest reservation with
following details
 If could not trace the guest reservation
with his last name, then ask for other
details like the company name,
confirmation number
“I am sorry Mr. Singh, I am not able to
trace your reservation, May I have your
company name or confirmation number”
5. Check for comments and traces  Check for guest comments, traces,
message, if any
6. Registration card to be taken out  Take out the registration card from
Piano file
on same day
 If the guest reservation is made on the
day of arrival, please print the
registration card. { For printing of
registration form refer SOP No. 35 }
8. Registration card to be presented
in folder
 Neatly keep the registration card on
the leather folder
9. Request guest for his passport,
business card and credit card
 Politely ask guest for his Passport/ Business
card and Credit card. “May I request you for
your Passport/ Business Card and Credit

18
card” (Ask for all required documents
together)
10. Note down the details  Note down following details on the
registration card using a black pen only.
11. Points to be kept in mind while
taking down the guest passport
details
 Tally Mr. Singh’s name on registration card
with name mentioned on the passport
 Date of Issue of passport
 Date of Expiry of passport
 Place of Issue of passport
 Date of Birth of guest
 Date of Arrival in the Country
 Purpose of visit in the Country
 Arriving from and Next destination.
 Guest credit card number and the date of
expiry of the credit card
12. In case guest is not carrying his
business card, request him to
write down the same on
registration card
 If guest is not having his business card,
politely request him to write down his
address, contact numbers and email
address on the registration card
“Mr. Singh, May I request you to write your
Address, Contact number and E-mail
address”
13. Confirm the departure date, time
and hotel transfer with the guest
 Confirm the departure date and time
with the guest and the hotel transfer if
required for airport drop on departure
“Mr. Singh, your departure date is 1st
June,
08, that means you will be staying with us for
3 nights, and would you be requiring the
hotel car to drop you to the airport on
departure”
14. Confirm the room category,
room rate and the package
inclusive of to the guest
 Confirm the room category and the rate at
which the room is booked by pointing
towards the rate printed on the registration
card and the package inclusive of
“Mr. Singh, the room category you have
been booked for is deluxe and the rate for
same is Rs./US $ ____ + Taxes inclusive of
morning breakfast only in our All day
dinning restaurant i.e. Pickwicks at lobby
level”
15. Inform guest if the room is
blocked as per his liking
 Inform guest if the room is blocked as per
his / her preference
“Mr. Singh, As per your liking your room
has a beautiful view of the pool”

19
16. Confirm the arriving and
departing destination with the
guest
 Confirm the arriving and departing
destination with the guest
“Mr. Singh, May I know the place you
are coming from and place you are
heading towards”
17 Confirm the mode of payment
with the guest
If the mode of payment is bill to
co/ travel agent voucher
 Confirm the billing instructions with the
guest. If the mode of payment is bill to co.
/Travel agent voucher check if you have
correct correspondence for same
If not please follow up the same with the
Concerned sales account manager.
“Mr. Singh, Your bills for room and
Taxes will be taken care by the company
/ Travel Agent and extras will be charged
to you directly
18. If the mode of payment is cash  If the mode of payment is cash, request the
guest to make the advance deposit for at
least one night
“Mr. Singh, I request you to make the
advance payment for one night which is Rs.
___ plus Rs. 5000 additional for extras.”
19. If the mode of cash payment is
foreign currency
 If guest pays by foreign currency, same
needs to be converted into local currency
and posted to the room account
20. If the mode of payment is credit
card
 If the mode of payment is credit card than
politely ask him for his credit card
“Mr. Singh, May I request you for your credit
card?”
21. Guest and signature to be tallied  Please tally the guest name and signature on
the given credit card
 Note down the credit card number on
registration card
22. Request guest for his signature
 Once you finished with all guest details
on the registration card. Present
registration card in leather folder along
with a black pen to the guest for his
signature
signature on registration card.”
23. Programming of the guest room
key
 Prepare key for the guest and present it
in key jacket along with guest name and
room number written on it to the Guest
Relations. { For programming of key refer
SOP No. 11 }

20
guest to his room
 Introduce guest to Guest Relations and
request her to escort the guest to his
room
“Mr. Singh, My Guest Relations Ms.
{ For escorting refer SOP No. 12}
25. Wish guest a pleasant stay  “Mr. Singh, Have pleasant stay with us.”

21
Process : What is the procedure of registration for a group
Objective : To ensure proper and accurate information of the group
S.No. Procedure
Phraseology etc.)
1. Check for staffing  Ensure you have enough staffing at the
front office to handle group efficiently and
smoothly
2. Traditional welcome for the
group
 When group checks-In Guest Relations to
do Arti Tika (traditional welcome) for the
Group, if required as per Group
Information Sheet at the porch
3. Wish group the time of the day  Wish group members the time of the day
and a very warm welcome to the _______
4. Make group comfortable  Make group sit and comfortable in the
lobby
5. Welcome drink to be served  Inform In room dinning to get welcome
drink in the lobby
6. Registration of the group  For group there is only one registration card
 Present registration card neatly in black
leather folder along with a black pen to the
group leader/tour leader
7. Signature of group leader / tour
leader on the registration card
 Group leader / Tour leader is the authorized
person to sign on the group registration card
8. Group details sheet to be taken
from the group leader
 Please collect group detail sheet from the
group leader on check In (if not received
prior to their arrival) containing following
details:
9. Details to be taken for domestic
group
 Name of the Group members
 Date of arrival and departure of group
members
 Room sharing information
10. Details to be taken for
International group
 Name of the Group members
 Passport details of the group members
 Date of arrival and departure of the group.
 Group arriving from

22
 Next destination of the group
 Date of arrival in India of the group
11. Travel agent voucher  Collect the travel agent voucher from
group leader, if not received earlier
12. Details to be confirmed from
Group leader on check In
 Time for breakfast / lunch / dinner
booking of the group in the hotel
restaurant, if any as per the group
information sheet
 Group departure date
 Wake up call for the group
 Reminder wake up call for the group
 Time for baggage down of the group
 Check out time of the group
 Request to deposit the keys at the bell desk
on check out
13. Request group leader for group
contact address and details
 Politely request group leader to give the
correspondence address of the group,
his contact numbers and email address for
any future requirement
14. Allocation of group room
numbers
 Allocate the room numbers to the group and
give them the keys as per the group rooming
sheet
15. Information on hotel facilities
and services
 Brief the group leader on the various facilities
and services available in the hotel
16. Wish group a wonderful stay  Wish group members a very memorable/
wonderful stay with us
17. Group baggage to be tagged  Bell boy has arranged the baggage of the
group with baggage tag on one side of the
lobby
18. Request group members to
identify their baggage
 After the room allocation of the group is
completed duty manager/guest relations
request the group to identify their baggage
to ensure the delivery of the bags to the
correct room
19. One point contact for group  Group leader is one point contact for any
group movement activity
20. The group information sheet is
prepared by the previous night
shift at the reception, giving the
following details:
 Name of Group Leader and Room Number
 Name of the Group Members and Room
Number
 Arrival and Departure Date
 Wake Up Call for the Group
 Time for Baggage Down

23
 Breakfast time
 Check out time
21. Group Information Sheet is
circulated to the concerned
departments:
 Telephones – For group wake up call
 Bell Desk – For group baggage down
 Housekeeping – For Checking the Mini
Bar on departure
 Pickwicks / IRD – For Group
Breakfast
 Cashier – For Group Departure

24
Process : Explain the procedure for programming and issuing the guest key
Objective : To programme and issue the keys to the guest only for the number of days
that the guest would be staying with us in order to prevent for the key
being misused
S.No. Procedure
Phraseology etc.)
1. Steps to be followed for
programming the guest room key
in CISA machine
 Guest room number
 Number of days, guest would be staying
with us i.e. duration of stay of the guest
 Number of keys to be made, depending on
number of Pax in the room
 Guest name and then press enter
 The screen will play write card, then enter
the key in the CISA slot
 In case the screen displays Pass Enter to
Continue, then press enter and then put key
in CISA slot
 The key will be made
2. For programming the multiple
keys
 In case of making more than one key, after
the first key is made, the screen will show
again Write Card, and then put another
fresh key in the CISA slot
 As soon as the guest has checked in, a guest
key is programmed for the number of days
the guest would be staying with us
3. Issuing of guest room key  Only one key is issued to the guest. In case
of sharer or a joiner another key may be
issued
 The key should be collected from the guest
at the time of check out
4. In case guest extends the stay key
needs to be reprogrammed.
Steps to be followed for existing
key being extended on account
of guest departure date is
extended
 The screen will be on a display of Read Card
after programming of any key, at that
particular note, the key to be put in CISA
slot, it will show the followings :
 The Guest room number
 Guest Name
 Number of keys made for that particular
room
 Number of days the key is been made for
 Scroll the arrow key in the screen by keys on
the keyboard to the number of days column

25
 Edit the number of days as per the guest
extension as required
 Press Enter and screen will display Write
Card
 Put the key card in the CISA slot and the
key will be programmed for the extended
number of days
5. Steps to be followed for
programming the duplicate key in
CISA machine
Method I
 Put the room number in the CISA machine
displaying read card
 Press down button and copy
 The CISA will search for the program of the
main key and display the option of copy
card
 Put the blank key card in the CISA slot
 Duplicate key for the given number will be
programmed
Method II  We can also make duplicate key, while
programming the main key by entering the
number of keys required to be made in the
option of number of keys
 Maximum two keys are issued to
the guest

26
Process : How to escort a first time visit guest to his room
Objective : To orient the guest to the hotel and his room
S.No. Procedure
Phraseology etc.)
1. Case study of escorting of a first
time visit guest to the room
Open hand gestures to be used
On entering the guest room-
For a domestic guest
For an International guest
 Guest is escorted to the room by Guest
Relation Executive
 Open hand gestures be used while direction
guest. “This way please Mr. / Ms. …”
 Here is The ______ Welcome letter for
you Mr./ Ms._____
 Here is The ______ Welcome letter and a
small souvenir(showing The Tea Box) for
you Mr./ Ms.____
2. Explain the facilities of the hotel
to the guest
Pickwicks
 “Amongst the dining options we have
Pickwicks, the multi cuisine all day dining
which is open 24 Hrs. Your breakfast will
be served here from 0700 Hrs – 1030 Hrs
3. Dhaba and Jade  Jade serves authentic Chinese from
Mainland China. Dhaba is our signature
Indian restaurant serving Highway cuisine
from North India. Both are open for lunch
from 1230 Hrs – 1445 Hrs and Dinner
from 1930 Hrs – 2330 Hrs
4. Sevilla  Sevilla which serves authentic & inspired
Mediterranean cuisine has an indoor-
outdoor ambience and is open only for
dinner from 1930 Hrs 0030 Hrs and closed
on Tuesdays
5. Aura – The Vodka bar  We also have a lounge bar - Aura-The
Vodka Bar stocking over 70 brands of
vodka from across the world, besides other
premium spirits. It is open daily from 1600
Hrs to 0100HRS with Happy Hours from
1700 – 2000 HRS daily
6. Ye Old Bakery  The patisserie Ye Old Bakery has a
selection of cakes, pastries, chocolates and
savories to choose from

27
7. Offer assistance for restaurant
reservation
 “Would you like me to make a lunch/dinner
reservation for you” If Yes go ahead and
note down the reservation details and if
guest says No then inform guest “If you
wish to dine at any of the restaurants we
request you to make a prior reservation at
the In –Room Dining number (5082)”
8. Explain other facilities of the
hotel
Business Centre
 The Business Centre is accessible to you 24
Hrs a day, we also have wireless internet
connectivity through out the hotel as well as
in your room, to access it your last name is
the User –Id and room number is the
password
9. Beauty Salon and Health Club  We have a beauty salon with expert make-
over professionals providing a host of
beauty treatments. The Health Club is
equipped with gymnasium, sauna, steam and
Jacuzzi. You can also go for rejuvenating
massage therapies at the Health Club. There
is also an outdoor swimming pool. The pool
is accessible from 0700 Hrs – 1900 Hrs and
the Health Club is accessible from 0630 Hrs
- 2130 Hrs (Timing for ladies is from 1000
Hrs – 1500 Hrs and for gentlemen, from
0630 Hrs – 0930 Hrs and 1530 Hrs – 2130
Hrs)
10. Explain if the hotel renovation is
going on
 We are in the process of upgrading our
products so there is some renovation work
taking place however we will ensure
minimum disturbance during the day all
renovation is stopped after 1900 Hrs in the
evening
11. Guest Relation Executive opens
the door and keycard is inserted
for power.
 Welcome to your room no ____
 Welcome to your room which is part of our
newly renovated wing.( Incase of new wing)
 Guest Relation “May I assist you with your
room.” If yes Guest Relations explains
various features of the room
12. View of the guest room
Note
 While showing around the room care be
taken with the
 View ( Incase of pool facing or landscape)
Only if the room has a view else please
avoid.” You have a beautiful view of the
pool side from your room

28
13. Power saving unit  The keycard needs to be inserted in order
to control power to the room, (incase the
guest enquires mention – on removal all
lights go off and the air conditioner goes on
to blower mode)
14. Make my room  Would you want your room to be cleaned
at any time please indicate here
15. Reliance Interactive TV  Show usage of the T V
We have newly introduced the interactive
television. The main menu will offer you
options for you to choose with the number
keys button
 The shortcut buttons will also help you to
choose options as displayed on the screen.
 We offer movies on demand, internet
connection and world radio which are
chargeable
16. DVD Player  We have also placed a DVD player. For
DVD’s, Information on shopping, City
guide please contact concierge
Extn. ____
 This blue button will also allow you to go
directly to television mode. At any time
you can also get back to the main menu.
You may also use the keypad for internet
and games
17. Minibar  The Mini Bar has been placed for you
(indicate where) and this is the rate list.
Should you require additional amenities or
replenishment, kindly call housekeeping on
Extn. _____
18. Tea / Coffee maker  This is with compliments from us. For
replenishment, kindly contact
housekeeping on Extn. _____.
19. Indicate folder for Hotel
Compendium
 The Hotel Compendium contains all
information on the hotel as well as the In-
Room Dining Menu
20. Mixon panel  This is a Mixon Panel it controls all the
electrical facilities in the room, the lights
are controlled from here (entrance, rooms,
chandelier, and nightlight). It controls the
opening and closing of the drapes. The air
conditioning temperatures can be
increased or reduced from here.

29
21. Do not disturb  Should you require not to disturbed kindly
indicate here it will display outside the
room
22. Bathroom amenities  For regular rooms “We have placed for
you special Kama products, which are
ayurvedic”
 For Suites “We have Molten Brown
products for you.”
 “The hair dryer is kept here”
 “This is the music knob by turning it you
can listen to music or watch television in
here”
23. Laundry bag and bathrobes  The laundry bag, list and bathrobes
have been placed for you here
24. Wardrobe and CISA safe  The safe is also placed for you; the
instructions are mentioned here would
you like me to explain how to use it?
25. Fire Plan and Emergency Exit  This is the fire plan. You are here right now.
In case of emergency this is the nearest exit
door
26. Offer assistance to the guest  Guest Relations will ask the guest before
leaving the room.
“Is there anything else I may help you
with?”
27. Wish guest a wonderful stay and
appreciate guest for giving his
valuable time
 Wish the guest a wonderful stay before
leaving the room.
” Thank you for your time, I wish you a
wonderful stay with us. Should you require
any assistance, please feel free to call
reception at Extn _____”
28. While escorting a repeated guest
offer assistance to explain the
room features
 In case of a repeated guest, Guest relations
escorts the guest to the room and ask the
guest “Mr./Ms.______ you wish me to
explain you the features of the room
29. If guest says yes  If the answer is yes, guest relations explain
the room features as mentioned above
30. Offer assistance for restaurant
reservation
 If No, Guest Relations will offer
lunch/dinner reservation for guest
“Would you like me to make a
lunch/dinner reservation for you”
If Yes go ahead and note down the
reservation details and if guest says No

30
then inform guest “If you wish to dine at
any of the restaurants we request you to
make a prior reservation at the In –Room
Dining number ____”
31. Wish guest a wonderful stay  Guest Relations will come out of the room
wishing guest a very wonderful stay. “Have
a wonderful stay with us Mr/Ms._______”
“For any assistance please call at Extn.
____”.

31
Process : How to escort a VIP guest to the room
Objective : To make the guest feel special/important and recognized
Responsibility : Guest Relations / Front Office Staff
S.No. Procedure
Phraseology etc.)
1.
Case study of a VIP arrival
having airport pick up from the
hotel
Airport representative pages duty
manager from the hotel giving
details about the guest
 Name of the guest
 Number of bags
 Baggage tag needs to be ready before the
guest checks in
2. Guest Relations welcomes guest
at the hotel porch
 Car arrives at the porch
 Guest Relations will be ready at the
Porch with the folder which contains:
1. Guest Registration Card
2. A black pen
3. The welcome letter
4. Guest room key in key jacket with guest
name and room number written on it
3. Guest relations greets guest  Guest relations will welcome the guest
at the porch “Good Morning/Afternoon/
Evening Mr. /Ms _______Welcome to The
_________.”
5. Guest relations escorts guest
from the porch to his room
 Guest Relations will escort the guest
from the porch to his/her room
6. Tea box to be given on check in
for an International VIP arrival
 In case of a International VIP arrival
Tea box is given to the guest on arrival
by guest relations
 Guest Relations to escort the guest to the
room
7. In – room check in to be done by
guest relations
 Guest relations will do in room checking for
VIP guest
8. Registration formality  Guest Relations proceeds for registration
formality of Mr./Ms._____
{For guest registration in the room refer
SOP No: 8 & 9 }
{To explain room feature refer SOP No:12 }

32
9. Note  For VIP arrivals not scheduled for airport
transfers, trace is been left in the
reservation to inform the guest relations on
check – in for guest In Room check – in.

33
Process : How to welcome a guest having airport pick up
Objective : The correct way to do a checking for a guest who has an airport pickup
Responsibility : Guest Relations / Front Office Staff
S.No. Procedure
Phraseology etc.)
1.
Case study of a guest arrival
having airport pick from the
hotel
Airport representative informs
the duty manager from the hotel
 Number of bags
 Baggage tag needs to be kept ready before
the guest checks in
2. Guest Relations welcomes guest
at the hotel porch
 Car arrives at the porch
 Guest Relation Executive welcomes the
guest at the porch
3. Guest relations greets guest  All guests having Airport pick up, must be
met and greeted at the main porch. “Good
Morning / Afternoon / Evening Mr.
Thomas. Welcome to The ______.”
4. Guest relations greets the guest
by his last name and wishes him
welcome back
 All repeat guests must be met and greeted
by name at the main porch. “Good
Morning / Afternoon / Evening Mr.
Thomas. Welcome to The ______. It’s good
to see you again.”
5. Unload the guest baggage  Baggage is unloaded and brought up to the
lobby by the bellboy.
 Guest baggage should offloaded and placed
and neatly at the right entrance to the lobby
on left of the bell desk. “Please come this
way Mr. / Ms. …
(If room not reserved.)
6. Tagging of guest baggage  Baggage is tagged and room number
allotted. “May I tag your baggage Mr. / Ms?
…..”
7. Guest relations escorts the guest
to the room
 Guest is escorted to the room by Guest
Relation Executive for In Room check – in.
Guest Relations proceeds for registration
formalities of the guest
{For registration in room refer SOP No.8 &
9}
{To explain room feature refer SOP No.12}

34
Process : How to handle a check In when guest room is not ready
Objective : To handle the situation in a professional and cordial manner by providing
alternatives to the guest
Responsibility : Front Office Staff / Guest Relations / Duty Manager
S.No. Procedure
Phraseology etc.)
1. Case study to handle a guest
when the room is not ready on
arrival
 When a guest arrives at the hotel before the
assigned room is ready, offer a suitable
alternative in a cordial manner
2. Points to be kept in mind when
the guest room is not ready on
arrival
Apologise to the guest
 Apologize guest for the inconvenience
caused
3. Make guest comfortable  Make guest comfortable in the lobby
lounge & offer a refreshing beverage
(tea/Coffee/Fruit Punch)
4. Offer guest an alternative room  Find and offer guest alternative room in
different category
5. Time guarantee to be given to the
guest
 Time to be given to the guest for room and
keep guest informed of room status
6. Make guest feel important and
his need on priority
 Show that guest every effort is being made
to make room ready for him on priority
basis
7. Offer food and beverage service
to the guest
 Guest might have been on a long flight:
Depending on the time of the day guest
may be offered Breakfast or tea /
coffee/soft beverages in Pickwicks
8. Guest relations to entertain the
guest
 Guest Relations to entertain the guest in
Pickwicks
9. Room to be made on priority
basis
 Inform Housekeeping Supervisor to make
room ready for the guest on urgent basis
10. Follow up with house keeping on
room status
 Constantly follow up with House keeping
on room status
11. Update duty manager with room
status
 Keep duty manager informed about the
same

35
12. Guest relations / duty manager
to speak to the guest
 Guest Relations or Duty Manager should
speak to the guest for the inconvenience
caused for the room was not ready on the
arrival of the guest
13. Apology note from the hotel  Flowers and a personalized card from the
General Manager of the hotel with an
apology to be placed in the room when it
was next serviced by housekeeping
14. Update guest history  Guest history to be updated for future
reference
15. Email to be marked  Email to be sent to all concerned persons
when ever guest is made to wait for a room

36
Process : How to show check – in and profile updating on system
Objective : To know the check – in process and to maintain the records for audit
purpose
S.No. Procedure
Phraseology etc.)
1. Steps to show check –in on the
system
 Go to the front Desk
 Press enter on arrivals
 Enter the last name of the guest
 Click on check-in option
2. Search for arrivals by either of
the followings
I. Guest First Name
II. Guest Last Name
III. Guest Company Name
IV. Travel Agent Name
V. Group Name
VI. Confirmation Number, Etc
 Select correct option.
 Press Enter on Check-In
 Check-in should be done on system so that
other departments are aware of the guest’s
occupancy
 Show check in of guest in the computer in
order to ensure that all other departments
are aware of the guests who have checked in
and to release the telephone lines
3. Updation of guest profile in the
system
 All personal information collected at check-
in will be updated on the guest’s profile
4. Guest information to be entered
in the system accurately
 All information will be entered accurately in
the system and completely without error
 Update folio and guest information to have
information that is correct and to record it
accurately
5. Following information is must
for profile Updation
 Guest Name
 Room Number
 Arrival and Departure Date
 No. Of Adults and Children
 Room Type (Upgraded reason if any)
 Rate Code
 Room Rate
 Source of Business
 Market Segment

37
 Discount and reason
 Source of booking
 Credit card number and expiry date
 Comments/Traces
 Designation, Company Name
 Address Telephone Number
 Fax and E-Mail Id
 Passport number, Date and Place of Issue
 Nationality and date of Birth
 Frequent flyer program membership details
(If reservation is made through world
hotels)
6. Steps to update the profile in the
system
 Go to the Front Desk
 Go to the Arrival option/Guest In house
 Enter the last name of the guest or room
number
 Click on profile and update profile in the
system
 Click on save button
 Click on OK to confirm to save the data.
7. Check for guest mode of
payment
 To have clear knowledge of guest mode of
payment is very important to ensure that the
check out is carried out in quick and
efficient manner
8. If guest mode of payment is bill
to co. / travel agent voucher
 If payment instruction has been given
specifying the whole or part of the bill, will
be settled by either a company, a travel
agent or a third party
9. Check the correspondence  Check the correspondence to see whether
the hotel management has approved the
arrangement
 Make sure that the correspondence,
reservation order and letter has been
attached
 Double Check the voucher or
correspondence presented by guests and
check for any discrepancy in guest name,
period of stay
 For any discrepancy please make a note of
same and inform to the duty manager and
the concerned sales account manager
10. Routing Instructions  Set appropriate routing for agent/company
billing on the system
11. Updation of arrival and departure
register
 All registration cards entry has to be made in
Arrival and Departure register shift wise on
daily basis

38
12. Check for the guest information
on the registration card tallies
with the information fed in the
system
 Double check whether information on the
registration card matches in the system, i.e.
Room Rate, Room Type, Check Out Date
etc.
 Set up appropriate routing according to
correspondence
13. Note  Incase there is any information missing
such as address, payment, departure time
etc.
 Call guest to confirm or leave a trace for
the next shift to follow up

39
Process : How to do a room change
Objective : To ensure room change in a prompt and efficient manner
Responsibility : Front Office Staff / Guest Relations / Duty Manager
S.No. Procedure
Phraseology etc.)
1. Point to be kept in mind for an
occupied guest room change
 In the event, an occupied guest room needs
to be changed, it will be done in an efficient
manner in the presence of duty manager
and security supervisor ensuring all the
guests belongings are transferred, all the
concerned departments are intimated and
the billing is accordingly adjusted
2. To meet guest request  In house guest expect to have immediate
access to the rooms and the request to be
met immediately
3. Guest request reception for a
room change because of various
reasons
 Smell in the room
 Room has defect
 Different category of room given on arrival
than what the guest was booked for
 Guest didn’t like the room, etc
4. Assign new room  Check with the duty manager to assign new
room for the guest
5. Apologize to the guest  Duty manager to apologize the guest in case
of hotels fault leading to room change
6. Offer assistance to pack guest
baggage
 Offer assistance to guest to pack his
baggage, which is to be shifted to the newly
assigned room
7. Meet guest expectation  Ensure that the new room meets the
expectation of the guest
guest
 Guest Relations to escort the guest to the
new room and ensure that the guest is
satisfied with the new room
9. New room key to be given in
place of changed room key
 Give the new key to the guest and old key to
be taken back from the guest
10. Offer assistance to move guest
baggage
 Bell boy to be present to move the guest
baggage immediately

40
11. Room move to be done in the
system
 As soon as the guest is moved
physically to the new room, room
change has to be shown in the
system
 Go to the reservation folio and show a
change of room in the system
12. Room status to be changed in the
system
 Please change the status of old room
dirty in the system for house keeping to
clean that room.
13. Concerned departments to be
informed about the guest room
change
 House keeping
 Laundry
 Operator
 Cashier
14. Staff to be informed  All staff should be informed about the
change of guest room
15. Update guest history  Update the guest history as well as the
reason for room change.
 Ensure all guest records are updated.
16. Room change voucher  Room change voucher to be made and
acknowledged by all departments
17. Guest registration card to be
moved in the back office
 Guest registration card to be moved to new
room number slot in the Pigeon hole in
back office
18. Room number to be updated on
the guest registration card
 Mention new room number on the
registration card
19. Steps to do room change in the
system
 Go to the front desk
 Go to the Guest In-house option
 Enter the guest room number
 Go to the options
 Select the room move option
 Enter the new room number in which the
guest is moved physically
 Click OK button to confirm the room move
of the guest
20. Screen will display following
options
 Change room status to dirty
 Change room status to clean
 Do not change room status
21. Select required option  Select required option and press enter on
that, room change is done on system

41
Process : What is the procedure for rate change
Objective : To maintain records and documentation to avoid discrepancies and for
audit purpose
S.No. Procedure
Phraseology etc.)
1. Explain room rate  Rate is the amount charged to the guest for
the room he is staying in and is printed on
the guest registration card
2. Confirm room rate with the guest  It is important to confirm the Room rate with
the guest on his Check-in
3. Documentation of room rate
change
 Any changes in guest’s room rate should be
documented and communicated to all
concerned
4. Updation of room rate change  The Rate change should be updated in the
guest records and the cashiers should be
notified about the same
 In case of any changes that has to be done in
the rates that is quoted to the guest, reason
for rate change has to be mentioned on
Registration Card
5. Room rate may be changed for
various reasons
 Discount given to the guest
 Up selling a room to a guest
 Change in rate from a rack rate to corporate
rate
6. Steps to do room rate change in
the system
 Obtain proper documentation
 Change Rate in the registration Card
 Mention the reason for rate change in
Registration Card
 Change rate in the Opera system
 Mention the reason for rate change in the
Opera system
 Inform to the concerned Department
 Select guest profile for which room rate is to
be changed
 Click on edit
 Enter the new room rate in rate column
 Click save
 Click OK button to confirm the rate change
 Mention the reason for rate change in
comments

42
7. Note  Any rate change has to be updated on the
registration card and must also mention the
reason for rate change

43
Process : What is the procedure for receiving the guest wake up call at the
reception
Objective : To attend wake up call requests immediately
S.No. Procedure
Phraseology etc.)
1. Request for guest wake up call at
the reception
 Few requests for wake up call will be taken
at the front desk
2. Guest wake up call request to be
met immediately
 All wake up call requests should be attended
immediately
3. Offer reminder wake up call to
the guest
 Whenever guest request for wake up call at
the reception, Front office associate must
check with guest if a reminder wake up call
is required
taking guest wake up call request
 Room Number
 Wake up call time
5. Offer Tea /Coffee assistance to
the guest
 Front office associates must also ask if any
Tea/Coffee required along with the wake
up call
 If required yes then, Front office associate
must ask further questions like :
I. Regular coffee or Decaffeinated coffee
II. Coffee with milk or black coffee
III. Ready made tea or everything separate
IV. Regular tea or a Masala tea. Etc.
6. Wish guest a good night sleep  Front office associate must wish guest
“Good Night Mr./ Ms.______”
7. Inform In room dinning for
guest order, If any
 Front office associate will give guest order
to In room dinning to be served
along with the wake up call
8. Wake up call sheet is filled giving
following details
 Guest Name
 Guest Room No.
 Wake call time
 Reminder Wake Call Time, If any
 Any In Room Dining Request
 Any other request
 Wake call taken by
 Wake call given by

44
9. Wake call sheet to be
acknowledged by the operators
 This sheet is then given to the operator who
in turn, calls up the guest at the requested
time for the wake up call
 A duplicate copy of wake up call sheet with
guest IRD request is send to the In Room
Dinning by 01:00 hrs. by the operators
acknowledged by IRD associate
10. Operators to be updated with
daily weather report
 Bell desk must give daily weather report to
the operators
11. Guest to be informed about city
weather temperature
 Operators must give weather details to the
guest along with wake up call
12. Guest to be acknowledged using
their name
 Operators must use guest name

45
Process : How to create a sharer in the system
Objective : To give accurate occupancy status of the room and details of the sharer
guest
S.No. Procedure
Phraseology etc.)
1. Steps to create sharer in the
system before Primary guest
checks-in
 Go to Front Desk
 Go to arrivals
2. To select primary guest use
following options
 Guest first name
 Guest last name
 Guest company name, etc
 Go to the options and select shares
 Click on Combine on right hand side
 Feed last name or first name of the Sharer
guest
 Press Enter
 Fill the required details
 Press Enter and the sharer are created
 Rate code for sharer is SHARER and the
rate must be zero
3. Steps to create sharer in the
system after Primary guest
checks-in
 Go to front desk
 Go to guest In- house
 Enter guest name or guest room number
 Go to the options and select share
 Select combine and enter the name of the
sharer
 Fill the details and select the profile, if any
 Rate code for sharer is SHARER and the
rate must be zero
 Click OK
 Click close button
 Click Yes to save the changes
5. Note ▪ Please remember to update the profile of
the sharer guest

46
Process : How to handle a sharer with advance notice
Objective : To welcome the notified sharer in a warm and cordial manner
S.No. Procedure
Phraseology etc.)
1. Explain Sharer Sharer : All guest who joins after the first
guest has checked in smoothly are
called Sharer.
2. To handle sharer with an advance
notice
Welcome sharer in a warm
manner
 Notified sharer will be welcomed in a warm
and cordial manner
3. Meet guests expectation  With advance notice the guest expects to
have immediate access to the room
4. Name verification of the sharer
guest
 Verify the Name against arrival information
in the system
5. Information for profile updation  Collect all information required for Profile
Updation
6. Show check-in in the system Check in the guest into the system
7. Inform primary guest in the
room
 Offer to phone the primary guest in the
room to inform about the sharer is arrived
8. Points to be kept in mind for a
Sharer guest
 The Rate Code of sharer must be
“SHARER”
 The rate amount of sharer must be
“ZERO”
 The rate amount must feature in
PRIMARY guest room account
9. Note  Above things must not be changed unless
specified by the guest in specific manner

47
Process : How to handle a sharer without advance notice
Objective : To ensure the privacy of the guest and avoid inconveniences
S.No. Procedure
Phraseology etc.)
1. To handle Sharer without
advance notice (Un notified
sharer guest)
 UN notified sharers/ join in would be
accommodated in a helpful and tactful
manner while preserving the security of the
registered guest
2. Inform duty manager  Inform duty manager about the Unnoticed
Sharer
3. Call the In-house guest to
confirm about the sharer
 If the guest arrives and says that he/she is
going to share room with In-house guest but
there is no instructions received concerning
his/her arrival, call the in-house guest to
clarify
4. Points to be kept in mind if the
In –house guest is not available in
the room
 Request guest to have seat in lobby
 Leave message to the in-house guest, asking
the guest to contact front office
 Advice sharer guest that he/she will be
contacted as soon as the guest returns. Ask
sharer to be comfortable in the lobby or in
any of the restaurants
 Do not allow another person to enter the
guest room unless an instruction is received
from the guest
 On confirmation with the primary guest,
Check in the sharer guest after completing
his registration formalities
 Update no. of pax in system
 Update no. of pax in system
 Inform house keeping to place double
amenities in the room

48
Process : How to handle guest telephone messages
Objective : To ensure efficient and prompt delivery of messages to guest rooms
S.No. Procedure
Phraseology etc.)
1. Messages for the guest to
delivered correctly and promptly
 Messages left for a guest over the telephone
will be accurately recorded and delivered to
the guest
 Staff is required to leave text messages
for In – House guest and all messages to
be delivered to guest promptly
2. Guidelines to be followed for
guest messages
In case guest is not available in
the room
 The guest expects to get the telephone
message while they are not in the room
 In case guest is not in the room then a
message can be left on the voice mail, which
the guest will receive when he comes back
to his room. There is an option in the guest
telephone called message by which the guest
can retrieve all his voicemail messages. E.g.
“Hi I am Peter , please call me back at
xxxxxxxxx Thank you.” However, if the
caller wishes to leave a text message, the
operator will transfer the call to the front
desk
 The front desk personnel should realize
that the caller has been online for sometime
and must ensure that the message is taken
promptly
 The received message should then or typed
on the system in the In – House screen
3. Contents of messages  Name of the caller (correctly spelled) and
the company name
 The contact details of the calling party
 Date and time of call
4. Steps for printing guest messages
in system
 Once the message is typed for an In –
House guest then it should be printed on
message slip and the same should be
updated on system
 Go to main menu
 Go to front office option
 Press enter on the in house option
 Press enter on either of the following for
which the message is to be typed:
I. Guest name.

49
II. Room Number.
 The screen will display the room profile of
the guest with options at the bottom
 Press enter at the message option
 Screen will display previous messages, if
any
 If there are no previous messages Click on
New to type new message
 Type new message on the blank screen
 After typing the message, click Ok on right
hand side.
 The screen will have options of print if
message is required to be printed
 Click on print button and the message is
printed
 Once the message is delivered to the room,
click on receive button on right hand side
to confirm the delivery of message to the
guest room
5. Bell boy to deliver message to the
guest room
 Bell boy to deliver the message to the guest
in silver tray
6. Update bell desk control sheet  Entry of the guest message is made in bell
desk control sheet
7. For urgent delivery of message
For
 In case the message is an urgent one, please
check if the guest is in any of the public
areas before the sending the message to the
room

50
Process : How to do departure control
Objective : To know actual hotel position
S.No. Procedure
Phraseology etc.)
1. Objective of departure control  Departure control must be done for all
guest as it helps us to know our actual
hotel position
 Departure control helps us to know the
exact availability of room
2. Confirmation of guest departure
details on check -in
 At the time of check in along with other
details of the guest receptionist must
confirm :
 Date of departure of the guest
 Time of departure of the guest
 Try to sell the hotel transportation
for airport drop
3. Departure control is done a day
prior to the guest departure date
 One day prior to the date of departure of
the guest, guest relations will call the guest
and reconfirms the departure date and
time with the guest.
“Good Evening Mr. /Ms._____ This is
Bhumika calling from the guest relations,
How are you today?”
Guest: I am good.
Bhumika: Mr./Ms.____, May I reconfirm
your departure date and time for
tomorrow.”
Note:
06:30hrs, if you wish to have
breakfast at that hour you can
order for it through In Room
Dinning with our
compliments
 If guest is departing before 07:00am and
wish to have breakfast before that, guest can
avail the facility of having complimentary
breakfast through In Room Dinning
 Complimentary breakfast facility is offered
only to the FIT’s departing before 07:00am.
Guest: I am leaving at 06:30hrs.
Guest Relations: Mr. /Ms.____ our breakfast at
Pickwicks starts at 07:00hrs and you are

51
checking out at 06:30hrs, if you wish to have
breakfast at that hour you can order for it
through In Room Dinning with our
compliments
4. Up sell hotel transportation  Guest relations also checks with the guest, if
any transportation required on departure
“ Mr./Ms.______ would you be requiring
the hotel car to drop you to the airport
tomorrow on departure”
5. Offer wake up call assistance to
the guest
 Guest relations also checks with the guests,
if any wake call required
“Mr. /Ms. Would you wish to place a wake
up call for tomorrow.”
Guest: Yes at 7.00 a.m
6. Offer assistance for reminder
wake up call and for tea / coffee
Guest Relations: Certainly Mr. / Ms.___,
do you wish to have a reminder wake up
call and Would you like to have Tea /
coffee along with your wake call?
Guest: No, I don’t need the reminder wake up
call and I need coffee at 07:45 am.
Guest Relations: Certainly Mr. /Ms.___,
would you like to have
Decaffeinated coffee or a
Regular coffee?
Guest: No I want regular coffee
Guest Relations: Certainly Mr./Ms.___, you
wish to have black coffee or
coffee with milk.
Guest: I want black coffee
7. Reconfirm wake up call details
with the guest
 Guest Relations: Certainly Mr. / Ms.___, I
repeat your room no. is 301 and your
wake up call is at 07:30 am with no reminder
wake up call and with black regular coffee at
07:45 am. Have a nice sleep Mr. / Ms_____
8. Importance on sold out dates  On sold out dates departure control plays a
very important role to control our room
reservations
9. Point to be kept in mind on sold
out date
 No extensions or late check outs to be given
to the guest on sold out dates, unless
authorized by Rooms Division Manager
(RDM)

52
10. Steps to enter the departure time
of the guest in the system
 Go to the front desk
 Go to guest in-house
 Enter the guest room number
 Click on edit on right hand side
 Go to the more fields
 Departure time to be entered in C/O time
column

53
Process : How to handle In-house guest stay extension
Objective : To handle stay extension in an efficient manner keeping guest informed of
the situation
S.No. Procedure
Phraseology etc.)
1. In house guest stay can be
extended depending on the
availability of the rooms
 All guest extension depends on the
availability of rooms and will be
communicated to guests
2.
Guest stay extension also
depends on the type of the
reservation.
For a Travel Agent reservation
 If rooms are available, request guest to the
agent to send the amended voucher for the
extended number of days / Stay can be
extended on direct payment at the best
available rate
3. For a Bill to company reservation  If rooms available speak to the concerned
sales account manager / reservations
manager for the amended bill to company
letter for the extended number of days/
Stay can be extended on direct payment at
the availed rate
4. For a Complimentary / House
use room
 To check with the Rooms Division
Manager
5. For a World Hotel reservation  Stay can be extended on direct payment at
the best available rate
handling In house guest request
for stay extension
 In house guest stay extension must be
handled in the efficient manner and the
guest must be kept informed of the
situation
 Check room availability and house position
to see whether the extension of the stay is
possible
7. Apologize to the guest, if could
not meet his request for stay
extension
 If available, to be accommodated and if not
possible the guest has to be informed
immediately about the same by the duty
manager
“I apologize Mr./Ms.____ the hotel is
completely sold out today and we are not
in the position to extend your stay.”

54
 If extension is not possible then inform the
guest that he would be kept on priority
waiting list
“We will surely keep you in our priority
waiting list, in case of any cancellations or
amendments will be informed to you
immediately”
8. Check with duty manager before
making commitment to the guest
 Before extending the stay or making any
commitments to the guest please check
with the duty manager
9. Guest registration card to be up
dated and room key to be
reprogrammed
 Whenever guest stay is extended, please
make sure to change the departure date on
the guest registration card and also
programme guest key for the extended
number of days
10. Offer guest assistance for
alternative arrangement on sold
out dates
 On sold out dates assistance is offered for
making alternative arrangements in another
hotel of same star category
“I sincerely apologize for not being able to
extend you stay in our hotel, would you
like me to check the availability and
reserve you in another five star hotel?”

55
Process : How to handle late check outs
Objective : Late check outs should be accommodated according to the set guidelines.
S.No. Procedure
Phraseology etc.)
1. For late check out check on the
availability and inform guest
accordingly
 Late check outs will be extended subject to
availability of rooms and same needs to be
communicated to guests in advance.
“I apologize Mr./Ms.____ as the hotel is
full we will not be able to accommodate
your request for late check out. The hotel
check out time is 12:00hrs, at the most we
can extend it till 14:00hrs. beyond that there
will be half day charge till 18:00 hrs and after
that there will be full day charge.
“We also have left luggage facility if you
wish to keep your baggage with us”
2. Points to be kept in mind for late
check outs
 Check availability of rooms
 Guest request to be fulfilled. Avoid
inconvenience to the guest
 Check room blocking status and see if there
are any rooms, which have been blocked for
another guest
 As much as possible, try to accommodate
guest request
 If room is available, confirm extension to
the guest
 If room is blocked, check if you can change
the block and do the needful
3. Check comments on system for
late departure charges
 Explain the late departures charges, only
when necessary and applicable
 Check if applicable, according to
reservation system
4. Guide lines to be followed for
late check out
 Normal Check Out Time: 12:00 Noon
 Late Check Out till 14:00 Hrs: Without
any charges
 Late Check Out till 18:00 Hrs : Half Day
of Room Rate
 Late Check Out after 18:00 Hrs : Full Day
charge
5. Authorization for late check out  Late check out has to be authorised by the
duty manager or any authorised signatory

56
Process : How to do a Front Office courtesy calling
Objective : To check if the guest is comfortable and to get feedback
S.No. Procedure
Phraseology etc.)
1. Courtesy call is made for the
following guests
 All VIP In-house guest
 All Long Staying In-house guest depending
on the length of their stay
 All guest a day prior to their departure
2. For a VIP guest  For VIP guest, Guest Relations will make
first courtesy call after the ten minutes of
the check In of the guest in the room
making courtesy calling to a VIP
staying guest
Guest Relations will ask guest following
questions related to the experience of their Stay
in the hotel
 Is he comfortable in the room?
 How did he find the room?
 Does he wish to reserve himself for
lunch/dinner in the hotel restaurants?
 Does he wish to use the health Club and
Beauty Parlour services?
4. Explain a long staying guest  Any assistance he requires, please call guest
relations at extn: _____
 A long staying guest is one who stays in the
hotel for a minimum period of 10 nights
5. For a long staying guest  For a long staying guest, Guest relations
will give minimum three courtesy calls to
the guest and will have a courtesy meet
with the guest. The process will be repeated
every ten days for guest staying for more
than ten days
 Guest Relations will take the printout of
long staying In house guest report.
 Guest Relations will call the guest in their
room post 17:00hrs.
making courtesy calling to a long
staying guest
Guest Relations will ask guest following
questions related to the experience of their Stay
in the hotel.
 How is their stay in the hotel?
 How is the food and the service of
the hotel?

57
 Has he visited all the restaurants of the
hotel?
 Has he experienced the health club
and the beauty parlour services of the
hotel?
 Any incident occurred in the hotel, which
they would like to share with us
 Any special feedback the guest wish to give
to us
 Any thing guest wishes to add to
improve/enhance the services of the hotel
7. First courtesy call for all guests  Guest Relations will make first courtesy call
in ten minutes of the check-In of the guest
making first courtesy call to the
guest
 Guest Relations will ask following
questions to the guest:
 Is he comfortable in the room?
 How did he find the room?
 Does he wish to place a wake up call?
 Any assistance he requires, please call guest
relations at Extn: ____.

58
Process : How courtesy meet is done
Objective : To give personalised feel to the guest and to win guest’s loyalty.
S.No. Procedure
Phraseology etc.)
1. Explain Courtesy Meet  Guest Relations will meet guest personally on
appointment as per the guest convenience to
gain more information about the guest, his
preferences and the feedback on his stay with
us.
2. Guest Relations to call the guest  Guest Relations will call guest in his room.
3. Fix up an appointment for
courtesy meet as per guest
convenience
 Guest Relations will ask guest if its possible to
have courtesy meet with him
at any time as per his convenience. Preferably
for an evening tea in Pickwicks
 Guest Relations will fix up an appointment
with the guest
4. Offer assistance to remind for
courtesy meet
 Guest Relations will check with guest if a
reminder in the evening is required
5. Table reservation in Pickwicks  Guest Relations will reserve a table in the
Pickwicks for a courtesy meet
6. Guest relations must update
herself with the following guest
details before going for courtesy
meet
 Guest company name
 Company details if possible
 Guest designation
 Duration of stay in the hotel
 Restaurants experienced by the guest so far.
(By checking the guest bill folio.)
 Special comments or traces if any
7. Welcome guest in the lobby  At the said time Guest Relations has to be
ready for the guest in the lobby for courtesy
meet
 Guest Relations must welcome the guest
in the lobby
8. Introduction with the guest  Guest Relations must introduce herself to the
guest and to proceed towards the Pickwicks
9. Point to be kept in mind for
courtesy meet
 During courtesy meet, Guest Relations has to
gain maximum information about the guest
and provide maximum information about the
hotel

59
10. Purpose of courtesy meet  The purpose of Courtesy meet is to build a
relationship with guest and to win guests
loyalty and also to sell the hotel services in a
smarter way
11. Guest feedback to be inform to
the concerned departments
 Any good or bad experience of the guest in
the hotel is circulated to the concerned
departments through Email and updated in
guest history
12. Service recovery to be provided  If required service recovery is provided
13. Update guest relations courtesy
meet log book
 Guest relations have to update the Guest
Relations courtesy meet log book on daily
basis

60
Process : What are the various welcome letters
Objective : To provide information about hotel services and facilities
S.No. Procedure
Phraseology etc.)
1. The welcome letter for all first
time arrival guest
 Welcome letter is placed in the guest rooms
prior to guest arrival. Welcome letter gives
complete information about the hotel services
and facilities and is signed by the Rooms
Division Manager
 Welcome letter given to all the guest on check
in by the front desk associate before
proceeding the registration formalities
2. The welcome back letter for all
repeated guest
 Welcome letter given to all repeated guest on
check-in before proceeding the registration
formalities
3. The welcome letter for all VIP
guests
 Welcome letter given to all VIP arrivals by
Guest Relations in their room before
proceeding In room registration/ check in
formalities
4. The welcome back letter for all
repeated VIP guests
 Welcome letter given to all repeated VIP
arrivals by Guest Relations in their room
before proceeding In room registration/
check in formalities
5. The VIP check out letter
 VIP check out letter is a letter from the
General Manager of the hotel to all VIP
guests personally thanking them to have
stayed with The Hotel and to welcome them
back in the near future. This letter is sent to
all VIP guest on the day of their departure

61
Process : What is co-ordination meeting
Objective : To share the information of In house guest and to prepare for next arrivals
S.No. Procedure
Phraseology etc.)
1. Explain Co – ordination meeting Co-ordination meeting is a meeting conducted
by the Guest Relation with the representatives
of the following departments:
 House Keeping
 Engineering
 In Room Dinning
2. Points to be discussed in co-
ordination meeting
 Arrivals for next day
 Departures for next day
 Group movement for next day
 Projected occupancy for next day
 Special comments or Traces, if any
 GSTS feedback
 Guest feedback during courtesy call and
courtesy meet
 General sharing of information.

62
Process : What are the different amenities vouchers (F&F) used at Front Office
Objective : To ensure amenities placed in the room as per requirement
S.No. Procedure
Phraseology etc.)
1. Explain F&F (Fruits and Flower)
Voucher
 F&F voucher is prepared by front office to
inform to the concerned departments for
the amenities to be placed in the guest
rooms
2.
Morning F&F reports to In room
dinning
 Fruit & Flower (F&F) reports are printed
twice a day.
 Morning 0800 Hrs :
F & F reports:
 VIP arrivals
 VIP In-house
 All arrivals
 All in-house
3. Afternoon F&F reports to In
room dinning and House
Keeping
 Afternoon 15:00 Hrs :
F & F reports :
 VIP In- house for Chocolate drops
 Single lady In-house for Chocolate drops
and Moisturizer
4. In case of birthday /
anniversary/ guest not well
 F &F is prepared for ½ kg bitter
chocolate cake
 F &F is prepared for flowers.
(Housekeeping)
 F & F is also prepared for wine or other
amenities to concern departments :
I. As per guest request mentioned in the
reservation
II. Comments or traces in the reservation.
5. In case of group arrivals welcome
drink is prepared for In
room dining with following
details
 Name of the group
 Arrival time of the group
 Number of person
 Any preference for welcome drink
 Any request mentioned in traces or
comments

63
Process : What is room discrepancy
Objective : To ensure there is no discrepancy in the room by the end of the day
Responsibility : Duty Manager / Front Office Staff
S.No. Procedure
Phraseology etc.)
1. Explain Occupancy report  Occupancy report is a report prepared by
the house keeping department giving the
physical status of the rooms as per their
record and is given to the front office
department
2. Occupancy report is prepared
twice a day
 House keeping also updates occupancy
report on the system
Morning at 10:30 hrs
Evening at 21:30 Hrs
3. Tallying of the occupancy report  The housekeeping occupancy report will be
checked against the front desk status to
ensure that there are no discrepancies in the
room status
4. Explain Room discrepancy  If there is difference in the status of room in
housekeeping report and as per front office
it is called ROOM DISCREPENCY
 Ensure there is no discrepancy in the room
by the end of the day
checking the occupancy report
for the room status
 Scanty Baggage
 Sleep out/ bed not used
 Privacy Card
 Out of order/out of service
6. Steps to be followed for checking
the occupancy report
 Duty Manager will check the status of room
in house keeping report
 Duty manager will check the status of room
in the Opera system
 Duty Manager will check the status of
room in house keeping report
 Duty manager will check the status of room
in the Opera system
 If the status of room in housekeeping
report is different to the room status in the
Opera system then there is discrepancy

64
7. Discrepancy can of following
types
 Number of person in the room
 Status of the room (Occupied / Vacant /
Out of order / Out of service)
 Sleep Out
 Scanty Baggage
 No luggage in the room, etc
8. Steps to be followed in case of
any discrepancy in the
occupancy report
 Any discrepancy in the report, duty
manager will check with the Asst. Manager
House Keeper
 Duty Manager will call the guest in the
room
 If no reply from the guest room, Duty
manager will check the physical status of
the room along with the security supervisor
 Duty manager to the update the report on
the system, if any variance. Same to be
resolved within 15 minutes of receiving the
report from the house keeping
 Once the status is updated and tallied, the
duty manager staples both the reports
together and files them for future
references
9. Filing of discrepancy report  Discrepancy report of morning and
evening shift is filed in the “Discrepancy
Report File” by the Duty Manager on daily
basis
10. Authorize the report  Two discrepancy reports for the day is
signed by the front office manager and the
Exec. House keeper the next day

65
Process : Explain the procedure of room allocation for a VIP arrival
Objective : To ensure room is ready before VIP arrival and to provide in room check –
in to the guest
S.No. Procedure
Phraseology etc.)
1. Room allocation for VIP arrivals  Guest Relations to print the list of VIP
arrivals for the next day
 Room allocation for VIP guest is to be
done by guest relations in co-ordination
with the duty manager
2.
Points to be kept in mind for
room allocation of the guest
Check for Guest Preferences/
comments/ traces
 Guest Relations to check for the traces,
comments, preferences, if any
3. Allocate best available room  Guest Relations to allocate the best
available room for a VIP guest
4. Room status to be made do not
move
 Allocated room status to be made DNM
(Do not move)
5. Time of arrival of the guest  Guest Relations to check the expected time
of arrival of a VIP guest to ensure that the
room is ready before his arrival
6. Amenity voucher for a VIP guest  Guest Relations to send the amenity
voucher for a VIP guest indicating
expected time of arrival to ensure amenities
are placed before guest arrival
7. Trace for In room check  Leave trace for in room check in the
Fidelio system
8. Information to the concerned
departments
 Any special instruction related to VIP
arrival is informed to concerned
department
9. Note  Room allocation for a VIP arrival is to be
done a day before by 18:00hrs

66
Process : Explain the procedure of room allocation for guests
Objective : To assign room according to guest request and changes should be kept to a
minimum
To ensure the room is ready before guest arrival
S.No. Procedure
Phraseology etc.)
1. Room allocation for a regular
guest
 Room allocation for a regular guest is
done by night duty manager
2.
Points to be kept in mind for
room allocation of the guest
Check for Guest Preferences/
comments/ traces
 Room allocation is done keeping in
consideration guest preferences, comments,
traces if any
3. Room status to be made do not
move
 Allocated room status to be made DNM
(Do not move) if done as per guest
preference
4. Time of arrival of the guest  Room allocation is done considering the
time of arrival of the guest to ensure room
is ready before guest arrival
5. Allocation of rooms on sold out
dates
 On sold out dates room blocking is done as
per the guest expected time of arrival
keeping in mind back to back room

67
Process : Explain the procedure for printing guest registration card
Objective : To provide smooth and efficient check in to the guest
S.No. Procedure
Phraseology etc.)
1. Explain registration form  Registration form gives the details about the
guest staying in the hotel
 Its a legal requirement to fill the registration
form for all the guest staying in the hotel
2. Registration form for next days
arrivals
 Registration form for next day arrivals is
printed by the previous day night shift front
desk associate
3. Steps for printing registration
forms for future date
 Go to the reservations
 Go to update reservations on left hand side
 Enter the guest name and select it
 Click on edit
 Click on option on right hand side
 Select the option of register card
 Click on print and the registration card is
printed
 Put either of the following details for which
registration form is to be printed :
I. Reservation/Arrival Date
II. Guest Name
III. Company Name
IV. Travel Agency Name
V. Confirmation Number
4. Registration forms are printed
and attached with
 Correspondence, If any
 Hotel Welcome Letter
 Fax, message, If any
5. Arrangement of registration
forms
 Registration forms are then arranged in
Piano file in alphabetical order.
6. Registration forms for same day
arrivals may be printed for the
following reasons
 Registration card for the same day is printed
when the guest reservation is made on the
same day of arrival
 Registration form for same day is printed in
case of Walk In Check In.

68
7. Steps to be followed for printing
registration forms for same days
arrivals
 Go to the arrivals
 Select the profile for which registration
card is to be printed
 Click on reg. card option on right hand side
and the registration card is printed
 for In-house guest select the guest room
number
 Click edit
 Go to the options
 select the option of register card
 Click on print and the registration card is
printed
8. Put either of the following details
for which registration card is to
be printed
 Guest Name
 Company Name
 Travel Agency Name
 Confirmation Number

69
Process : What is the procedure for Master key
Objective : To avoid misuse of Master key
S.No. Procedure
Phraseology etc.)
1. Master key in front office
department
 In front office department we have two
Master keys.
 One with Duty manager
and second with the Rooms Division
Manager/Housekeeping
2. Function of master key  It opens all guest rooms
 It opens all corporate offices
 It opens all double lock rooms
3. Validity of master key  Master key is activated for the period of 90
days. On 90th
day at 12:00Noon card gets
de-activated automatically
4. Programming of master key  Only IT department has the rights to
program the Master key
5. Usage of master key by
authorised personnel only
 Master key to be used only by the
authorized personnel i.e Duty Manger
 Employees authorized by the duty
manager’s can only use Master key
6. Master key control register  Each time Master key is used to open a
guest room for any reason, entry has to be
made in Master key control register
Egs: Guest Relations for inspecting the
guest rooms
In Room Dinning attendant for placing
amenities in the room. Etc
7. Master key control register has
the following details
 Date
 Name of the employee who has taken the
Master key
 Department of the employee
 Time of issue of Master key
 Purpose of issuing the Master key
 Signature of the employee
 Time of depositing back the Master key
 Signature of the employee at the time of
returning back the Master key
 Signature of the Duty Manager

70
8. History of CISA lock  To check the history of CISA lock, We
have CISA machine and data cord with
data card attached to it
9. Steps for taking the reading of
CISA lock
 Insert the data card to the guest room(for
which reading needs to be taken)
 Press menu button
 Go to data reading
 Enter number from 1 to 100 to record the
data.
 The record of that many numbers of last
readings of the lock will be recorded in the
card
 It will give the reading of various keys used
to open the room lock
 Take the print out of the card reading

71
Process : What is C-form
Objective : To maintain hotel records and for legal requirement
S.No. Procedure
Phraseology etc.)
1. Explain C- form  C- Forms are maintained for all foreign
nationalities staying in the hotel as a legal
requirement and the same is to be
submitted to the nearest FRRO office
(Foreign Regional Registration Office),
within 24 Hours of next working day.
2. Contents of C-form  Name of the guest
 Nationality
 Passport No
 Date of issue of report
 Place of issue of report
 Address
 Date of arrival in India
 Arrived form
 Date of arrival in India
 Arrived From
 Employed in India
 Purpose and Duration of stay in India
 Certified of registration with date of issue
and place of issue
 Date of Arrival in hotel
 Proceeding to which place
3. C-form is printed in 3 copies by
night shift reception.
 For Front Office record
 For FRRO Office
 For acknowledged copy for Front Office
4. Steps to be followed for printing
C form in the system
▪ Go to the Miscellaneous
▪ Go to the Reports
▪ Enter C-form in Report column
There is a option of two C form reports
▪ C-form report will give you the option of
date for which the report is to be printed
▪ C form yesterday will print the report for
previous date
5. For Pakistan nationals ▪ C-Form of Pakistan nationality must reach
FRRO with 24 Hrs of time of arrival of
guest
▪ A guest with Pakistan Nationality has to
report to the nearest police station. If VISA
mentions the same

72
Process : What are the back-up reports
Objective : To ensure smooth functioning of Front Desk activities when system is shut
down
S.No. Procedure
Phraseology etc.)
1. Following back up reports will be
printed at the front desk for the
emergencies by all shifts
 Go to the Miscellaneous
 Go to the Reports on left hand side
Print following reports:
 Guest Open balance report
 Arrival report
 VIP arrival report
 Departure report for Due outs
 Vacant report
 Guest In-house report
 House keeping status report
 Trace report
2. Note  Obtain information for system shut down in
night shift before running night audit.
 Emergency may also arise to shut down the
system for system up gradation by IT
department.

73
Process : What is First aid box
Objective : To provide first aid in emergencies
S.No. Procedure
Phraseology etc.)
1. Explain first aid box  First aid box consist of basic medicines and
first aid kit required to provide first aid to
the guest or to the hotel staff
 First Aid Box is kept at the concierge with
bell desk at all times
2. First aid box comprises of the
following
 Medicines
I. Disprin – For headache.
II. Saridon – For headache.
III. Pudinhara – For stomach upset.
IV. Imodium – For stomach upset.
V. Avil – For allergy.
VI. Crocin – For cold and fever.
VII. Eno – For gastric problems.
VIII. Digene – For proper digestion.
 Band aid
 Savlon
 Burnol
 Cotton
 Bandage
 Thermometer
 Scissor
 Relief Spray

Front office SOP

More Related Content

What's hot (20)

Viewers also liked (16)

Similar to Front office SOP (20)

Recently uploaded (20)

Front office SOP