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 Arrive at the hotel well in advance to the
minutes prior to the beginning of duty timing
the shift Punch your arrival at the staff gate
Go to the Lockers & collect the soiled
uniforms
2. Get the uniform issued from Exchange the soiled uniform for fresh ones
Linen Room 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

1
 Standard Operating Procedure No: 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 Standard (Measurement, Number, Time,

Quantity, Precautions,
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 Uniform should be clean and well ironed.

Hair above shoulder length has to be
For Ladies 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.

2
 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 Hotel occupancy, revenue, average room

with the following information rate for last night
about the hotel 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

3
 Standard Operating Procedure No: 3

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 Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Opening duties of a front desk To report on duty on time and be well
associate 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 To prepare log book handover for next
associate 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
To file following reports
Arrivals checked in report
Managers report
Shift Checklist

4
 Standard Operating Procedure No: 4

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 Standard (Measurement, Number, Time,

Quantity, Precautions,
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 Eye Contact :

seconds of the arrival
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 Always give warm fare well to the guest and
guest wish him a wonderful / pleasant day
Always thank the guest
Always invite the guest to return to the hotel

5
 Standard Operating Procedure No: 5

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 Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
Case study of a first time visit
guest on arrival when he
approaches the reception on his Guest reaches the hotel porch
own
The doorman opens the door with a smile
1. Doormen greets the guest and wishes guest, “Good Morning /
Afternoon / Evening, Welcome to the _____

2. Bellboy greets the guest and offers Bell boy wishes guest the time of the day and
baggage assistance 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 Bellboy confirms the number of baggage with
baggage the guest.
Guest approaches the reception

4. Reception greets the guest and Reception associate wishes the guest, “Good
offers assistance Morning / Afternoon / Evening, Welcome to
The _____ Sir / Madam. How may I assist
you?”
Guest: I am checking in

5. Reception offers seat assistance, Reception Associate: “Please make yourself

makes guest comfortable and comfortable, May I request you for your Last
request for his last name name under which the reservation is being
made”
Guest: I am Mr. Singh.

6. Receptionist takes out the Receptionist will then take out the registration
registration card of the guest card of Mr. Singh

7. Guest registration card will have Guest Name

the following details taken at the Guest Co. Name
time of reservation Guest Arrival and Departure date
Guest room category ( booked for)
Guest room rate
Guest credit card details
Guest contact details

6
8. Registration card is printed on Guest registration card is to be printed on
arrival if the reservation is made arrival if registration card is not printed
on same day 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 Receptionist will introduce Mr. Singh to the
to his room 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 Receptionist will inform the bell boy Mr.
room Singh’s room number for baggage delivery

Case study of a first time visit Guest reaches the hotel porch
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 Bell boy wishes guest the time of the day and
baggage assistance assist guest with his baggage

3. Guest relations greets the guest in Guest relations meets the guest in the lobby
the lobby and offers assistance and wish him
“Good Morning / Afternoon / Evening,
Welcome to The ____” How may I assist
you?”
Guest: I have a reservation

7
4. Guest relations request guest for Guest Relations will ask the guest under what
his last name and escorts the name the reservation is being made.
guest to the reception “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 Guest relations informs receptionist of Mr.

of the guest checking in Singh checking in

6. Reception offers seat assistance, Receptionist will wish Mr. Singh the time of
makes guest comfortable, takes the day, make him comfortable and will take
out the registration card 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}

8. Programming of guest room key Receptionist will then make the key for Mr.
Singh.{For Programming of guest key refer
SOP No: 11 }

9. Guest relations to escort the guest Receptionist will introduce Mr. Singh to the
to his room 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}

10. Wish guest a pleasant stay Receptionist wishes Mr. Singh “Have a
pleasant stay with us”

11. Delivery of guest baggage to the Receptionist will inform bell boy of Mr.
room 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

8
 Standard Operating Procedure No: 6

Process : How to welcome a repeat guest on arrival

Objective : To give warm and recognised welcome to the guest
Responsibility : Front Office Staff / Guest Relations

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Case study of a repeated guest on
arrival when he approaches the Guest reaches the hotel porch
reception on his own

2. Doormen greets the guest by his The doorman opens the door and wishes
name wishing him welcome back guest “Good Morning / Afternoon /
Evening, Mr. Chaddha Welcome back to the
_______

3. Bellboy greets the guest by his Bell boy wishes the guest “Good Morning /
name wishing him welcome back Afternoon / Evening Mr. Chaddha,
and offers baggage assistance Welcome back to the _______” and assist
him with his baggage

4. Bellboy confirms the count of Bellboy confirms the number of baggage

baggage with Mr. Chaddha.
Mr. Chaddha approaches the reception

5. Receptionist greets the guest by Reception associate stands up and wishes,

his name and wishes him “Good Morning / Afternoon / Evening,
welcome back 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 the guest registration card of Mr. Chaddha

7. Receptionist will confirm the Receptionist will confirm the departure date
departure date and time 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 “Mr. Chaddha, May I request you for your
guest for his signature on the signature on the registration form”
registration card

9. Programming of guest room key Receptionist will then make the key for Mr.
Chadda.{For Programming of guest key
refer SOP No: 11}

9
10. Guest introduction to the guest Receptionist will introduce Mr. Chadda to
relations 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.”
{ For escorting refer SOP NO. 12}

11. Wish guest a pleasant stay Receptionist wishes Mr. Chaddha, “Have a
pleasant stay with us Mr. Chaddha”

12. Delivery of guest baggage to the Receptionist will inform the bell boy Mr.
room Chaddha’s room number for baggage
delivery

Case study of a repeated guest on Guest reaches the hotel porch

arrival when guest relations meets
the guest in the lobby

1. Doormen greets the guest by his A doorman opens the door for the guest
name and wishes him “Good Morning /
wishing him welcome back Afternoon / Evening, Welcome back to The
______ Mr. Chaddha.”

2. Bellboy greets the guest by his Bell boy wishes the guest “Good Morning /
name wishing him welcome back Afternoon / Evening Mr. Chaddha,
and offers baggage assistance Welcome back to the ______” and assist
him with his baggage

3. Guest relations greets the guest Guest relations meets the guest in the lobby
by his last name and wishes him and wish him “Good Morning / Afternoon
welcome back / Evening, Welcome back to The _______,
Mr. Chaddha”

4. Guest relations escorts the guest Guest Relations escorts Mr. Chaddha to the
to the reception reception

5. Guest relations inform the Guest relations inform receptionist of Mr.

receptionist of guest checking- in Chaddha checking in

6. Receptionist greets the guest by Receptionist will wish Mr. Chaddha the time
his name and wishes him of the day “Good Morning / Afternoon /
welcome back Evening Mr. Chaddha, Welcome back to The
_______
7. Receptionist will take out the The Receptionist will then take out the
registration card of the guest registration card of Mr. Chaddha

8. Receptionist will confirm the Receptionist will confirm the departure date
departure date and time 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
10
9. Receptionist will request the “Mr. Chaddha, May I request you for your
guest for his signature on the signature on the registration form”
registration card

10. Programming of guest room key Receptionist will then make the key for Mr.
Chadda.{For Programming of guest key
refer SOP No: 11 }

11. Guest relations to escort the Receptionist will introduce Mr. Chadda to
guest to his room 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.”
{ For escorting refer SOP NO. 12}

12. Wish guest a pleasant stay Receptionist wishes: “Mr. Chaddha, Have a
pleasant stay with us”

13. Delivery of guest baggage to the Receptionist will inform bell boy of Mr.
room 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

11
 Standard Operating Procedure No: 7

Process : How to prepare for group arrival

Objective : To ensure smooth check in of the group
Responsibility : Front Office Staff / Guest Relations

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
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 As per the arrival time of the group previous
the group night shift at the reception prepares the
rooming sheet of the group

3. Rooming list gives following Group Name

information of the group 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 While blocking the rooms for group, try
blocking the rooms for the group 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 F & F voucher for the group welcome
for the group 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 House keeping is informed of the rooms

the group to the house keeping blocked for group and the expected time of
department arrival of the group.

12
10. Preparation of room key and key Once the rooms are blocked, keys are
jackets for the group 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 One registration card is prepared in the
group leader 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

13
 Standard Operating Procedure No: 8

Process : What is the procedure of registration for a domestic guest

Objective : To record and maintain proper and accurate information of the guest
Responsibility : Front Office Staff

S.No. Procedure
Standard (Measurement, Number, Time,
Quantity, Precautions,
Phraseology etc.)
Case study of registration for a
domestic guest
Wish guest “Good Morning / Afternoon /
1. Receptionist greets the guest Evening Sir / Madam. Welcome to The
offers the seat assistance ________, 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 If could not trace the guest reservation with
following details 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

6. Registration card is printed on If the guest reservation is made on the day

arrival if the reservation is made of arrival, print the registration card. {For
on same day printing of registration form refer SOP No.
35}

7. Registration card to be presented Neatly keep the registration card on the

in folder leather folder.

8. Request guest for his business Politely ask guest for his business
card and credit card 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
14
10. In case guest is not carrying his If guest is not having his business card,
business card, request him to politely request him to write down his
write down the same on address, contact numbers and email address
registration card 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 Confirm the departure date and time with
and hotel transfer with the guest 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, Confirm the room category and the rate at
room rate and the package which the room is booked by pointing
inclusive of with the guest 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 Inform guest if the room is blocked as per
blocked as per his liking his special request
“Mr. Singh, As per your liking your room
has a beautiful view of the pool

14. Confirm the arriving and Confirm the arriving and departing
departing destination with the destination with the guest
guest “Mr. Singh, May I know the place you are
coming from and place you are heading
towards”

15. Confirm the mode of payment Confirm the billing instructions with the
with the guest guest. If the mode of payment is bill to co.
If the mode of payment is bill to /Travel agent voucher check if you have
co/ travel agent voucher 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

15
 “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 If the mode of payment is credit card than
card politely ask him for his credit card
“Mr. Singh, May I request you for your
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
on the registration card the registration card. Present registration
card in leather folder along with a black pen
to the guest for his signature
“Mr. Singh, May I request you for your
signature on registration card”

20. Programming of the guest room Prepare key for the guest and present it in
key key jacket along with guest name and room
number written on it. { For programming of
key refer SOP No. 11 }

21. Guest relations to escort the Introduce guest to Guest Relations and
guest to his room 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”

16
 Standard Operating Procedure No: 9

Process : What is the procedure of registration for an International guest

Objective : To ensure proper and accurate information of the guest for legal
documentation
Responsibility : Front Office Staff

S.No. Procedure
Standard (Measurement, Number, Time,
Quantity, Precautions,
Phraseology etc.)
Case study of registration for an
International guest Wish guest “Good Morning / Afternoon /
Evening Sir / Madam.
1. Receptionist greets the guest Welcome to the _______”

2. Receptionist offers seat assistance Make guest comfortable on seat.

to the guest “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 If could not trace the guest reservation
following details 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

7. Registration card is printed on If the guest reservation is made on the

arrival if the reservation is made day of arrival, please print the
on same day registration card. { For printing of
registration form refer SOP No. 35 }

8. Registration card to be presented Neatly keep the registration card on

in folder the leather folder

9. Request guest for his passport, Politely ask guest for his Passport/ Business
business card and credit card card and Credit card. “May I request you for
your Passport/ Business Card and Credit
17
 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 Tally Mr. Singh’s name on registration card
taking down the guest passport with name mentioned on the passport
details 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 If guest is not having his business card,
business card, request him to politely request him to write down his
write down the same on address, contact numbers and email
registration card 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 Confirm the departure date and time
and hotel transfer with the guest 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, Confirm the room category and the rate at
room rate and the package which the room is booked by pointing
inclusive of to the guest 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 Inform guest if the room is blocked as per
blocked as per his liking his / her preference
“Mr. Singh, As per your liking your room
has a beautiful view of the pool”

18
16. Confirm the arriving and Confirm the arriving and departing
departing destination with the destination with the guest
guest “Mr. Singh, May I know the place you
are coming from and place you are
heading towards”

17 Confirm the mode of payment Confirm the billing instructions with the
with the guest guest. If the mode of payment is bill to co.
If the mode of payment is bill to /Travel agent voucher check if you have
co/ travel agent voucher 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 If guest pays by foreign currency, same
foreign currency needs to be converted into local currency
and posted to the room account

20. If the mode of payment is credit If the mode of payment is credit card than
card 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 on the registration card. Present
registration card in leather folder along
with a black pen to the guest for his
signature
“Mr. Singh, May I request you for your
signature on registration card.”

23. Programming of the guest room Prepare key for the guest and present it
key 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 }

19
24. Guest relations to escort the Introduce guest to Guest Relations and
guest to his room 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}

25. Wish guest a pleasant stay “Mr. Singh, Have pleasant stay with us.”

20
 Standard Operating Procedure No: 10

Process : What is the procedure of registration for a group

Objective : To ensure proper and accurate information of the group
Responsibility : Front Office Staff

S.No. Procedure
Standard (Measurement, Number, Time,
Quantity, Precautions,
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 When group checks-In Guest Relations to

group 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 Group leader / Tour leader is the authorized
leader on the registration card person to sign on the group registration card

8. Group details sheet to be taken Please collect group detail sheet from the
from the group leader group leader on check In (if not received
prior to their arrival) containing following
details:

9. Details to be taken for domestic Name of the Group members

group Date of arrival and departure of group
members
Room sharing information

10. Details to be taken for Name of the Group members

International group Passport details of the group members
Date of arrival and departure of the group.
Group arriving from

21
 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 Time for breakfast / lunch / dinner

Group leader on check In 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 Politely request group leader to give the
contact address and details correspondence address of the group,
his contact numbers and email address for
any future requirement

14. Allocation of group room Allocate the room numbers to the group and
numbers give them the keys as per the group rooming
sheet

15. Information on hotel facilities Brief the group leader on the various facilities
and services 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 After the room allocation of the group is
identify their baggage 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 Name of Group Leader and Room Number
prepared by the previous night Name of the Group Members and Room
shift at the reception, giving the Number
following details: Arrival and Departure Date
Wake Up Call for the Group
Time for Baggage Down
22
 Breakfast time
Check out time

21. Group Information Sheet is Telephones – For group wake up call

circulated to the concerned Bell Desk – For group baggage down
departments: Housekeeping – For Checking the Mini
Bar on departure
Pickwicks / IRD – For Group
Breakfast
Cashier – For Group Departure

23
 Standard Operating Procedure No: 11

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
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Steps to be followed for Guest room number
programming the guest room key Number of days, guest would be staying
in CISA machine 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 In case of making more than one key, after
keys 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 The screen will be on a display of Read Card
needs to be reprogrammed. after programming of any key, at that
particular note, the key to be put in CISA
slot, it will show the followings :

Steps to be followed for existing The Guest room number

key being extended on account Guest Name
of guest departure date is Number of keys made for that particular
extended 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

24
 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 Put the room number in the CISA machine
programming the duplicate key in displaying read card
CISA machine Press down button and copy
The CISA will search for the program of the
Method I 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

25
 Standard Operating Procedure No: 12

Process : How to escort a first time visit guest to his room

Objective : To orient the guest to the hotel and his room
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Case study of escorting of a first Guest is escorted to the room by Guest
time visit guest to the room Relation Executive

Open hand gestures to be used Open hand gestures be used while direction
guest. “This way please Mr. / Ms. …”

On entering the guest room- Here is The ______ Welcome letter for
For a domestic guest you Mr./ Ms._____

For an International guest Here is The ______ Welcome letter and a

small souvenir(showing The Tea Box) for
you Mr./ Ms.____
2. Explain the facilities of the hotel “Amongst the dining options we have
to the guest Pickwicks, the multi cuisine all day dining
Pickwicks 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

26
7. Offer assistance for restaurant “Would you like me to make a lunch/dinner
reservation 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 The Business Centre is accessible to you 24

hotel Hrs a day, we also have wireless internet
Business Centre 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 We are in the process of upgrading our
going on 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 Welcome to your room no ____

the door and keycard is inserted Welcome to your room which is part of our
for power. 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 While showing around the room care be
taken with the
View ( Incase of pool facing or landscape)

Note Only if the room has a view else please

avoid.” You have a beautiful view of the
pool side from your room

27
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 The Hotel Compendium contains all
Compendium 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.

28
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 Wish the guest a wonderful stay before
appreciate guest for giving his leaving the room.
valuable time ” 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 In case of a repeated guest, Guest relations
offer assistance to explain the escorts the guest to the room and ask the
room features 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 If No, Guest Relations will offer
reservation 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

29
 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.
____”.

30
 Standard Operating Procedure No: 13

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 Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
Case study of a VIP arrival
having airport pick up from the Name of the guest
hotel Number of bags
Baggage tag needs to be ready before the
Airport representative pages duty guest checks in
1. manager from the hotel giving
details about the guest

2. Guest Relations welcomes guest Car arrives at the porch

at the hotel 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 Guest Relations will escort the guest
from the porch to his room from the porch to his/her room

6. Tea box to be given on check in In case of a International VIP arrival

for an 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 will do in room checking for

guest relations 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 }

31
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.

32
 Standard Operating Procedure No: 14

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
Standard (Measurement, Number, Time,
Quantity, Precautions,
Phraseology etc.)
Case study of a guest arrival
having airport pick from the Name of the guest
hotel Number of bags
Baggage tag needs to be kept ready before
1. Airport representative informs the guest checks in
the duty manager from the hotel

2. Guest Relations welcomes guest Car arrives at the porch

at the hotel 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 All repeat guests must be met and greeted
by his last name and wishes him by name at the main porch. “Good
welcome back 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 Guest is escorted to the room by Guest
to the room 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}

33
 Standard Operating Procedure No: 15

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
Standard (Measurement, Number, Time,
Quantity, Precautions,
Phraseology etc.)
1. Case study to handle a guest When a guest arrives at the hotel before the
when the room is not ready on assigned room is ready, offer a suitable
arrival alternative in a cordial manner

2. Points to be kept in mind when

the guest room is not ready on Apologize guest for the inconvenience
arrival caused
Apologise to the guest

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 Time to be given to the guest for room and
guest keep guest informed of room status

6. Make guest feel important and Show that guest every effort is being made
his need on priority to make room ready for him on priority
basis

7. Offer food and beverage service Guest might have been on a long flight:
to the guest 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 Relations to entertain the guest in

guest Pickwicks

9. Room to be made on priority Inform Housekeeping Supervisor to make

basis room ready for the guest on urgent basis

10. Follow up with house keeping on Constantly follow up with House keeping
room status on room status

11. Update duty manager with room Keep duty manager informed about the
status same

34
12. Guest relations / duty manager Guest Relations or Duty Manager should
to speak to the guest 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

35
 Standard Operating Procedure No: 16

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
Responsibility : Front Office Staff

S.No. Procedure
Standard (Measurement, Number, Time,
Quantity, Precautions,
Phraseology etc.)
1. Steps to show check –in on the Go to the front Desk
system Press enter on arrivals
Enter the last name of the guest
Click on check-in option

2. Search for arrivals by either of I. Guest First Name

the followings 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 All personal information collected at check-

system in will be updated on the guest’s profile

4. Guest information to be entered All information will be entered accurately in

in the system accurately 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 Guest Name

for profile Updation 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
36
 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 Go to the Front Desk

system 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 To have clear knowledge of guest mode of

payment 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 If payment instruction has been given

to co. / travel agent voucher 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 All registration cards entry has to be made in
register Arrival and Departure register shift wise on
daily basis
37
12. Check for the guest information Double check whether information on the
on the registration card tallies registration card matches in the system, i.e.
with the information fed in the Room Rate, Room Type, Check Out Date
system 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

38
 Standard Operating Procedure No: 17

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
Standard (Measurement, Number, Time,
Quantity, Precautions,
Phraseology etc.)
1. Point to be kept in mind for an In the event, an occupied guest room needs
occupied guest room change 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 Smell in the room

room change because of various Room has defect
reasons 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 Offer assistance to guest to pack his

baggage 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

8. Guest relations to escort the Guest Relations to escort the guest to the
guest new room and ensure that the guest is
satisfied with the new room

9. New room key to be given in Give the new key to the guest and old key to
place of changed room key be taken back from the guest

10. Offer assistance to move guest Bell boy to be present to move the guest
baggage baggage immediately

39
11. Room move to be done in the As soon as the guest is moved
system 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 Please change the status of old room
system dirty in the system for house keeping to
clean that room.

13. Concerned departments to be House keeping

informed about the guest room Laundry
change 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 Guest registration card to be moved to new
moved in the back office room number slot in the Pigeon hole in
back office

18. Room number to be updated on Mention new room number on the

the guest registration card registration card

19. Steps to do room change in the Go to the front desk

system 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 Change room status to dirty

options 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

40
 Standard Operating Procedure No: 18

Process : What is the procedure for rate change

Objective : To maintain records and documentation to avoid discrepancies and for
audit purpose
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
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 Any changes in guest’s room rate should be

change 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 Discount given to the guest

various reasons 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 Obtain proper documentation

the system 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
41
7. Note Any rate change has to be updated on the
registration card and must also mention the
reason for rate change

42
 Standard Operating Procedure No: 19

Process : What is the procedure for receiving the guest wake up call at the
reception
Objective : To attend wake up call requests immediately
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Request for guest wake up call at Few requests for wake up call will be taken
the reception at the front desk

2. Guest wake up call request to be All wake up call requests should be attended
met immediately immediately

3. Offer reminder wake up call to Whenever guest request for wake up call at
the guest the reception, Front office associate must
check with guest if a reminder wake up call
is required

4. Points to be kept in mind while Name of the guest

taking guest wake up call request Room Number
Wake up call time
5. Offer Tea /Coffee assistance to Front office associates must also ask if any
the guest 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 Front office associate will give guest order
guest order, If any to In room dinning to be served
along with the wake up call
8. Wake up call sheet is filled giving Guest Name
following details 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

43
9. Wake call sheet to be This sheet is then given to the operator who
acknowledged by the operators 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 Bell desk must give daily weather report to
daily weather report the operators

11. Guest to be informed about city Operators must give weather details to the
weather temperature guest along with wake up call

12. Guest to be acknowledged using Operators must use guest name

their name

44
 Standard Operating Procedure No: 20

Process : How to create a sharer in the system

Objective : To give accurate occupancy status of the room and details of the sharer
guest
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Steps to create sharer in the Go to Front Desk
system before Primary guest Go to arrivals
checks-in

2. To select primary guest use Guest first name

following options 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 Go to front desk

system after Primary guest Go to guest In- house
checks-in 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

45
 Standard Operating Procedure No: 21

Process : How to handle a sharer with advance notice

Objective : To welcome the notified sharer in a warm and cordial manner
Responsibility : Front Office Staff

S.No. Procedure
Standard (Measurement, Number, Time,
Quantity, Precautions,
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 Notified sharer will be welcomed in a warm
Welcome sharer in a warm and cordial manner
manner

3. Meet guests expectation With advance notice the guest expects to

have immediate access to the room

4. Name verification of the sharer Verify the Name against arrival information
guest 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 Offer to phone the primary guest in the
room room to inform about the sharer is arrived

8. Points to be kept in mind for a The Rate Code of sharer must be

Sharer guest “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

46
 Standard Operating Procedure No: 22

Process : How to handle a sharer without advance notice

Objective : To ensure the privacy of the guest and avoid inconveniences
Responsibility : Front Office Staff

S.No. Procedure
Standard (Measurement, Number, Time,
Quantity, Precautions,
Phraseology etc.)
1. To handle Sharer without UN notified sharers/ join in would be
advance notice (Un notified accommodated in a helpful and tactful
sharer guest) 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 If the guest arrives and says that he/she is
confirm about the sharer 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 Request guest to have seat in lobby

In –house guest is not available in Leave message to the in-house guest, asking
the room 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

47
 Standard Operating Procedure No: 23

Process : How to handle guest telephone messages

Objective : To ensure efficient and prompt delivery of messages to guest rooms
Responsibility : Front Office Staff

S.No. Procedure
Standard (Measurement, Number, Time,
Quantity, Precautions,
Phraseology etc.)
1. Messages for the guest to Messages left for a guest over the telephone
delivered correctly and promptly 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 The guest expects to get the telephone
guest messages message while they are not in the room
In case guest is not in the room then a
In case guest is not available in message can be left on the voice mail, which
the room 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 Once the message is typed for an In –
in system 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.

48
 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 Bell boy to deliver the message to the guest
guest room 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 In case the message is an urgent one, please
For check if the guest is in any of the public
areas before the sending the message to the
room

49
 Standard Operating Procedure No: 24

Process : How to do departure control

Objective : To know actual hotel position
Responsibility : Front Office Staff

S.No. Procedure
Standard (Measurement, Number, Time,
Quantity, Precautions,
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 At the time of check in along with other

details on check -in 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 One day prior to the date of departure of
prior to the guest departure date 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: If guest is departing before 07:00am and

06:30hrs, if you wish to have wish to have breakfast before that, guest can
breakfast at that hour you can avail the facility of having complimentary
order for it through In Room breakfast through In Room Dinning
Dinning with our Complimentary breakfast facility is offered
compliments 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

50
 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 Guest relations also checks with the guests,
the guest 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 Guest Relations: Certainly Mr. / Ms.___,

wake up call and for tea / coffee 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 Guest Relations: Certainly Mr. / Ms.___, I

with the guest 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 No extensions or late check outs to be given

out date to the guest on sold out dates, unless
authorized by Rooms Division Manager
(RDM)
51
10. Steps to enter the departure time Go to the front desk
of the guest in the system 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

52
 Standard Operating Procedure No: 25

Process : How to handle In-house guest stay extension

Objective : To handle stay extension in an efficient manner keeping guest informed of
the situation
Responsibility : Front Office Staff

S.No. Procedure
Standard (Measurement, Number, Time,
Quantity, Precautions,
Phraseology etc.)
1. In house guest stay can be All guest extension depends on the
extended depending on the availability of rooms and will be
availability of the rooms communicated to guests

Guest stay extension also

depends on the type of the If rooms are available, request guest to the
reservation. agent to send the amended voucher for the
2. For a Travel Agent reservation 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 To check with the Rooms Division

use room Manager

5. For a World Hotel reservation Stay can be extended on direct payment at

the best available rate

6. Points to be kept in mind while In house guest stay extension must be

handling In house guest request handled in the efficient manner and the
for stay extension 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 If available, to be accommodated and if not

not meet his request for stay possible the guest has to be informed
extension 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.”

53
 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 Before extending the stay or making any
making commitment to the guest commitments to the guest please check
with the duty manager

9. Guest registration card to be up Whenever guest stay is extended, please

dated and room key to be make sure to change the departure date on
reprogrammed the guest registration card and also
programme guest key for the extended
number of days

10. Offer guest assistance for On sold out dates assistance is offered for
alternative arrangement on sold making alternative arrangements in another
out dates 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?”

54
 Standard Operating Procedure No: 26

Process : How to handle late check outs

Objective : Late check outs should be accommodated according to the set guidelines.
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. For late check out check on the Late check outs will be extended subject to
availability and inform guest availability of rooms and same needs to be
accordingly 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 availability of rooms

check outs 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 Explain the late departures charges, only
late departure charges when necessary and applicable
Check if applicable, according to
reservation system

4. Guide lines to be followed for Normal Check Out Time: 12:00 Noon
late check out 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

55
 Standard Operating Procedure No: 27

Process : How to do a Front Office courtesy calling

Objective : To check if the guest is comfortable and to get feedback
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Courtesy call is made for the All VIP In-house guest
following guests 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

3. Points to be kept in mind while Guest Relations will ask guest following
making courtesy calling to a VIP questions related to the experience of their Stay
staying guest 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.

6. Points to be kept in mind while Guest Relations will ask guest following
making courtesy calling to a long questions related to the experience of their Stay
staying guest in the hotel.
How is their stay in the hotel?
How is the food and the service of
the hotel?
56
 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

8. Points to be kept in mind while Guest Relations will ask following

making first courtesy call to the questions to the guest:
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: ____.

57
 Standard Operating Procedure No: 28

Process : How courtesy meet is done

Objective : To give personalised feel to the guest and to win guest’s loyalty.
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
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 Guest Relations will ask guest if its possible to
courtesy meet as per guest have courtesy meet with him
convenience 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 Guest Relations will check with guest if a
courtesy meet 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 Guest company name

herself with the following guest Company details if possible
details before going for courtesy Guest designation
meet 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 During courtesy meet, Guest Relations has to
courtesy meet gain maximum information about the guest
and provide maximum information about the
hotel

58
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 Any good or bad experience of the guest in
the concerned departments 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

Guest relations have to update the Guest
meet log book
Relations courtesy meet log book on daily
basis

59
 Standard Operating Procedure No: 29

Process : What are the various welcome letters

Objective : To provide information about hotel services and facilities
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. The welcome letter for all first Welcome letter is placed in the guest rooms
time arrival guest 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 Welcome letter given to all repeated guest on
repeated guest check-in before proceeding the registration
formalities

3. The welcome letter for all VIP Welcome letter given to all VIP arrivals by
guests Guest Relations in their room before
proceeding In room registration/ check in
formalities

4. The welcome back letter for all Welcome letter given to all repeated VIP
repeated VIP guests 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

60
 Standard Operating Procedure No: 30

Process : What is co-ordination meeting

Objective : To share the information of In house guest and to prepare for next arrivals
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
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- Arrivals for next day

ordination meeting 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.

61
 Standard Operating Procedure No: 31

Process : What are the different amenities vouchers (F&F) used at Front Office
Objective : To ensure amenities placed in the room as per requirement
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Explain F&F (Fruits and Flower) F&F voucher is prepared by front office to
Voucher inform to the concerned departments for
the amenities to be placed in the guest
rooms

2. Fruit & Flower (F&F) reports are printed

twice a day.
Morning F&F reports to In room Morning 0800 Hrs :
dinning F & F reports:
VIP arrivals
VIP In-house
All arrivals
All in-house

3. Afternoon F&F reports to In Afternoon 15:00 Hrs :

room dinning and House F & F reports :
Keeping VIP In- house for Chocolate drops
Single lady In-house for Chocolate drops
and Moisturizer

4. In case of birthday / F &F is prepared for ½ kg bitter

anniversary/ guest not well 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 Name of the group

drink is prepared for In Arrival time of the group
room dining with following Number of person
details Any preference for welcome drink
Any request mentioned in traces or
comments

62
 Standard Operating Procedure No: 32

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 Standard (Measurement, Number, Time,

Quantity, Precautions,
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 House keeping also updates occupancy

twice a day 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

5. Points to be kept in mind while Scanty Baggage

checking the occupancy report Sleep out/ bed not used
for the room status Privacy Card
Out of order/out of service

6. Steps to be followed for checking Duty Manager will check the status of room
the occupancy report 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

63
7. Discrepancy can of following Number of person in the room
types 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 report, duty

any discrepancy in the manager will check with the Asst. Manager
occupancy report 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

64
 Standard Operating Procedure No: 33

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
Responsibility : Duty Manager / Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
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

Points to be kept in mind for

room allocation of the guest Guest Relations to check for the traces,
comments, preferences, if any
2. Check for Guest Preferences/
comments/ traces

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 Allocated room status to be made DNM

move (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 Any special instruction related to VIP

departments arrival is informed to concerned
department

9. Note Room allocation for a VIP arrival is to be

done a day before by 18:00hrs

65
 Standard Operating Procedure No: 34

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
Responsibility : Duty Manager / Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Room allocation for a regular Room allocation for a regular guest is
guest done by night duty manager

Points to be kept in mind for

room allocation of the guest Room allocation is done keeping in
consideration guest preferences, comments,
2. Check for Guest Preferences/ traces if any
comments/ traces

3. Room status to be made do not Allocated room status to be made DNM

move (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 On sold out dates room blocking is done as
dates per the guest expected time of arrival
keeping in mind back to back room

66
 Standard Operating Procedure No: 35

Process : Explain the procedure for printing guest registration card

Objective : To provide smooth and efficient check in to the guest
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
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 Registration form for next day arrivals is
arrivals printed by the previous day night shift front
desk associate

3. Steps for printing registration Go to the reservations

forms for future date 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 Correspondence, If any

and attached with Hotel Welcome Letter
Fax, message, If any

5. Arrangement of registration Registration forms are then arranged in

forms Piano file in alphabetical order.

6. Registration forms for same day Registration card for the same day is printed
arrivals may be printed for the when the guest reservation is made on the
following reasons same day of arrival
Registration form for same day is printed in
case of Walk In Check In.

67
7. Steps to be followed for printing Go to the arrivals
registration forms for same days Select the profile for which registration
arrivals 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 Guest Name

for which registration card is to Company Name
be printed Travel Agency Name
Confirmation Number

68
 Standard Operating Procedure No: 36

Process : What is the procedure for Master key

Objective : To avoid misuse of Master key
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Master key in front office In front office department we have two
department 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 Master key to be used only by the

authorised personnel only 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 Date

the following details 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

69
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 Insert the data card to the guest room(for
CISA lock 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

70
 Standard Operating Procedure No: 37

Process : What is C-form

Objective : To maintain hotel records and for legal requirement
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
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 For Front Office record
night shift reception. For FRRO Office
For acknowledged copy for Front Office

4. Steps to be followed for printing ▪ Go to the Miscellaneous

C form in the system ▪ 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
71
 Standard Operating Procedure No: 38

Process : What are the back-up reports

Objective : To ensure smooth functioning of Front Desk activities when system is shut
down
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
Phraseology etc.)
1. Following back up reports will be Go to the Miscellaneous
printed at the front desk for the Go to the Reports on left hand side
emergencies by all shifts 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.

72
 Standard Operating Procedure No: 39

Process : What is First aid box

Objective : To provide first aid in emergencies
Responsibility : Front Office Staff

S.No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions,
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 Medicines
following 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

73