PROTEA HOTELS BY MARRIOTT GUEST SERVICE JOB AID – FRONT OFFICE – GUEST ARRIVAL Page 1 of 2
FO2: GUEST ARRIVAL: Luggage Assistance & Rooming Job Position: Porter/Doorman
GUEST SERVICE Guests should be met and welcomed upon arrival and assistance offered with luggage. Guest's should be roomed in accordance
STANDARD with the laid down procedure within 10 minutes of registration.
PERFORMANCE The employee must be able to deal with the arrival of Guests in a polite and professional manner in accordance with organisational requirements.
STANDARD
WHAT THE GUEST EXPECTS (ANTICIPATING GUEST MEETING AND EXCEEDING GUEST EXPECTATIONS WHAT YOU NEED TO BE ABLE TO DO
EXPECTATIONS) (GUEST SERVICE STANDARD)
Luggage Assistance
• To be welcomed upon arrival at the hotel, in a warm and friendly • Front of House Staff are aware of the day’s expected Be alert to the arrival of Guests and their individual needs.
manner. arrivals and have made arrangements accordingly –
Individuals, Tour Group arrivals, Conference Delegates. Deal with Tour Group Guides regarding Tour Group
• If using the Hotel parking, for access to be allowed immediately • Luggage is collected, noting number of pieces of luggage,
luggage.
(having been given a brief detail of parking conditions). general description and placed neatly onto the trolley.
Deal with Conference Co-ordinator regarding conference
• For access to the Hotel’s Reception from the parking area to be • Where possible ascertain the Guest’s name from any delegates luggage.
clearly signposted. luggage tag and use the Guests name when addressing
them. Deal with disabled Guests.
• Where applicable, for assistance to be offered and given with • Wish the Guest a pleasant stay.
luggage and for luggage to be taken into the Hotel’s Reception Deal with special items of luggage – prams, wheelchairs,
area. conference equipment, etc.
© LUXURY HOTELS INTERNATIONAL SOUTH AFRICA (PTY) LTD v1 2019
PROTEA HOTELS BY MARRIOTT GUEST SERVICE JOB AID – FRONT OFFICE – GUEST ARRIVAL Page 2 of 2
FO2: GUEST ARRIVAL: Luggage Assistance & Rooming Job Position: Porter/Reception
WHAT THE GUEST EXPECTS (ANTICIPATING GUEST MEETING AND EXCEEDING GUEST EXPECTATIONS WHAT YOU NEED TO BE ABLE TO DO
EXPECTATIONS) (GUEST SERVICE STANDARD)
Rooming
• After check-in for the Guest to be escorted to the Room by a • The Guest is informed that he/she will be escorted to the Deal with the labelling and storage of Guest’s luggage
member of the Hotel’s Staff, if requested. room. where necessary.
• For lights to be switched on and curtains to opened. • The Guest is directed to the lift and is offered to enter first. Be knowledgeable of hotel layout as well as local area
services and facilities and is able to advise Guests on Hotel
• The Guest must be informed on which floor the room is
• For luggage to be placed on the luggage rack or a location and the room number must be repeated.
facilities, local attractions and information.
convenient to the Guest.
• The Guest must be shown how to operate the key card. Be knowledgeable of the reporting procedure to report
• For the basic facilities and amenities of the Room to be explained maintenance faults in a Guest room.
(operation of air-conditioner, TV, light switches, location of mini bar • The Guest must always enter the room first, by welcoming
(where applicable), internet connection, operation of the safe etc). them and asking them “May I show you your Room?”
(explaining the various facilities and features). Should the
• For Guest to be wished a pleasant stay. Guest decline, politely wish them a pleasant stay.
• You may proceed into the room only once the Guest
acknowledges this request. The Guest Room door must
always be left open while rooming the Guest to prevent
any possible misunderstanding or misconduct (Where
bedroom doors are equipped with automatic door-closers,
doorstoppers must be used).
• Once the rooming procedure commences start on the one
side of the room and work your way around the room in
one direction. Show the Guest the operation of the air-
conditioner, safety deposit facility, TV/DVD player, location
of mini-bar and any other unique facilities within the room.
• Briefly check the room to be sure all is in order and room is
up to standard (Report any discrepancies immediately). If
there is a fault, contact reception and ensure that the
problem is attended to.
• Ask the Guest if there is anything further that they require.
If there are any additional services requested call the
appropriate department and arrange it.
• The Room key must be handed to the Guest and wish the
Guest a pleasant stay in the hotel, and leave the room
quietly.
• Use the Guest’s name a minimum of 2 times when
rooming the Guest.
© LUXURY HOTELS INTERNATIONAL SOUTH AFRICA (PTY) LTD v1 2019
