HANDLE GUEST MAIL / FAX/ PARCEL

OBJECTIVE:

-To ensure all guest messages / mail/ fax/ parcel are delivered promptly and in a professional and efficient manner

POLICY:

- All Front Office Employees should constantly monitor the resort email and fax machine / parcel sent to Reception for proper action in delivering to the guest

- All incoming emails and faxes for guests should be printed immediately

PROCEDURE:

PRE-ARRIVAL GUEST MESSAGES

Some guests have the reservation at the hotel and give contact to others, so we might receive messages, emails, or faxes, parcels… of them before they are arriving at the hotel

In this case, the job of the Front Desk staff is:

Receive the messages, emails, faxes, parcels from all sources such as reservations, management, or post office or whoever delivered

Check in the system to look for guest’s name, note in the system of this booking that he has messages, faxes… to be handed over if guest has not arrived yet

Record in the Logbook, keep them in established place of the Front Office Department. Maybe luggage store with Supervised Camera outside.

One day before the guests’ arrival, the GSA will prepare Pre-registration, and check in the logbook as well as SMILE system, then mark on the Registration Card, and attach the messages, faxes… with the check-in documents

Hand it over to the guest when he arrives

Record in the Logbook the date/time and person who handed over it to guest

In case we can’t find out the guest’s booking, return it to the post office, or reply to email sender… that we don’t have that guest in our hotel or even in the future

Then follow up if later we might have the booking from this guest

Inform again to the sender that we have the booking of him from then

Follow the above steps

IN-HOUSE GUEST MESSAGES

Receive the messages, emails, faxes, parcels from all sources such as reservations, management, or post office or whoever delivered

Check in the system to look for the guest’s name, note in the system of this room that he has messages, faxes… to be handed over if guest is in house

Hand it over to the Concierge immediately

Record in the Logbook

The Concierge/Guest Relation will assign the concierge to deliver it to the guest room right away, record in his Logbook

If the concierge is not available at the moment, the Guest Relations Officer can help

The date/time and person who delivered it also be recorded into the logbook

In case the guest is not in the room at the moment, the concierge / guest relations officer should write down the messages, emails into the room by the gap of the door, notice him about the parcel and request guest to contact Concierge or Front Desk when they want to get the parcel back. Then, record to logbook.

Then the Concierge should assign the staff to deliver it again when the guest’s back and contact him, record in logbook

CHECK-OUT GUEST MESSAGES

Receive the messages, emails, faxes, parcels from all sources such as reservations, management, or post office or whoever delivered

Check in the system to look for the guest’s name

If the guest already checked out, try to contact him to inform about the message, then will ask for his advice if he wants to leave it at the hotel for next visit, or post it to him…

In case guest wants to know content of the message, then the message should be check and inform to the guest by Front Office Manager/Assistant Font Office Manager/ Duty Manager

In case guest just wants to leave the message at the hotel for next visit, the GSA has to hand it over to the Front Office Manager and note into the logbook. FOM will keep it in the locked drawer and follow up

In case guest wants it to be posted to him, the Concierge/Guest Relation will do this, and charge the guest properly if the postage fee is high

Proper record into the logbook and notice to the FOM

Follow if until guest received it

Record the date guest inform to receive the package