2.8 2.8 15 16 2.9 2.9 16 17 2.10 2.10 17 18 2.11 2.11 18 19 Element 3: 3.1 3.1 19 20 3.2 3.2 20 21 3.3 3.3 21 22 3.4 3.4 22 23 3.5 3.5 23 24 3.6 3.6 24 25 3.7 3.7 25 26 3.8 3.8 26 27 Element 4: 4.1 4.1 27 28 4.2 4.2 28 29 4.3 4.3 29 30 4.4 4.4 30 31 4.5 4.5 31 32 4.6 4.6 32 33 4.7 4.7 33 34 4.8 4.8 34 35 Element 5: 5.1 5.1 35 36 5.2 5.2 36 37
Some special requests are provided by the housekeeping department such as: opening connecting doors, adding an extra bed or baby cot, extra supplies in the guest room. Concierge Staffing levels – determining the number of porters required to meet shift demands Assist in the preparation of arrivals such as tours. This may include preparing envelopes (or similar) to give to, for example, the tour leader or coach captain for distribution of room keys/cards Organising luggage storage especially for large groups of guests who may be on a tour, or who have all come off a recently landed plane. Porters Planning of daily tasks – identifying the potentially busy and quiet times Knowing the arrival time of guests so there are porters available to assist with luggage and escorting guests to their rooms Porters use the arrivals list as a source of information to all the luggage, tag it with the appropriate room number and transport it to the guest’s room. The porter will check the name and corresponding room number, and tag the bag accordingly. Note: in some venues the term ‘Uniformed Services’ is used to describe the department staffed by valets, porters, concierge and door attendants, and in these cases the Arrivals List may be forwarded to the concierge who will distribute it to, or share it with, others who need to become aware of its contents. Security Preparation for Very Important People (VIPs) – which may involve the need for additional security Security may be required to accompany bell boy to escort particular guests to their room. Food & Beverage Special requests that come from room service such as : wine, champagne, fruit platters, chocolates and any food and beverage requests
Friendly Polite. In all instances, the verbal welcome offered must conform to any establishment policies or directives, but will generally contain: A greeting The establishment’s name The guest’s name or title if appropriate An of assistance. Alternatively, the establishment may have a standard ‘welcome’ phrase that they require you to use: check with your supervisor and follow what applies in your workplace. Examples of greetings when a guest arrives at reception: Time of Day Checking in - Guests arriving with bags Checing Out - Guests who look like they are departing General Greeting Morning "Good morning Sir/Madam, welcome to the Angliss Hotel, checking in? Could I have your name please". Or If you recognize the guest "Good morning (or name if you know it) Ms. Wilson. Checking out? Could I have your room number please. "Good morning Welcome to the Angliss How can I help you"
If the updates or corrects any information make sure you update the computer (PMS) with the same data as you don’t want the guest to have to make this correction every time they arrive. This is especially crucial for spelling of the guest’s name. The guest’s signature All guests are required to sign the registration card or registration sheet. The only exception to this might be a VIP – where the signature is not actually required as a representative from the VIP group can sign on behalf of the guest. Even guests arriving as part of a group or tour are required to sign in or register. By signing the registration card, the guest is entering into a contract with the property to pay for services it provides. 2.6 Introduction Once a guest has registered and you have given them information about your property, they will need to know their room number and obtain a key access for their room. Some properties use keys while some have electronic key cards that look like credit cards and can be encoded with information for each individual guest. Whichever you use, the keys or key card will be located at Reception where they are easily accessible to the Receptionist and the guest.