PICK UP GUEST AT THE AIRPORT

OBJECTIVE:

- To ensure all guests are picked up to the hotel in proper and friendly manner

-To ensure driver are fully aware of the standard of airport pick up.

-To ensure the first impression the guest receives of these areas is a positive and welcoming one

POLICY:

Drivers must follow traffic rules at all time

PROCEDURE:

When taking reservation, the reservation clerk may take the booking of transportation

The Front Desk Agent has to check the booking before arrival day

All the Front Office Staff (Guest Services Agents, Concierges, Guest Relation) have responsibility to receive the transportation requests from guests

Then inform all the transportation requests to the Concierge/Guest Relation.

The Concierge/Guest Relation Supervisor will check the transportation requests for the next day and assigns the driver to pick up guest, which is logical of timing, vehicle and good combination of pick-up and drop-off

The Concierge/Guest Relation will write down on the board the schedule for transportation

The drivers will have to check the schedule the day before and beginning of each shift, as well as regularly check during the shift if any updated

Concierge/Guest Relation can check the flight if any changed or not by the website www.flightradar24.com

Then he will prepare the vehicle to go to the airport

Driver needs to prepare the pick-up sign with correct guest’s name, drinking water and cold towel for guests

Driver would need to check the car/van carefully, ensure it’s clean & tidy, no bad smell, in good conditions and enough gasoline

Driver has to make sure about grooming (nice uniform, shoes and name tag). Also no body smell, no smoking smell, etc.

Driver has to write down the Transportation Log book the time he departs for the airport

Driver needs to be present at the airport at least 10 minutes before the flight lands

Stand by at the Terminate door with the signboard raising, choose the place to stand where the guest can see him easy

When the guest approach him for picking up, greet the guest, introduce yourself first and politely ask for his passport to double check the name, make sure he pick up the right guest

“Good… Sir/Madam. Welcome to Danang. I am (NAME), driver of Belle Maison Parosand Danang. May I have your passport please Sir/Madam”

Check the name and return the passport to the guest. Ask about their flight and offer to help the luggage

“Thank you very much. Please allow me to take you to our hotel now. How was your flight?”

Carry guest luggage to the car/van, load on the cabin in front of guest, ensure not leaving anything back. Then, confirm with guests about the number of luggage and make sure all luggages are on the car/van.

Open the door for the guests get in and close it gently

Invite them water and cold towel

Then he starts to drive back to the hotel

He should drive very safety

Introduce to guest the attractions on the way, but remember to be careful all the times

When the car is around 5 minutes to reach the hotel, call the Front Desk/Guest Relation to inform the guest arrival

When reach the hotel, open the door for guests get out and unload the luggage with the concierge

Check the car carefully and ask guest to double check the car if any guest’s property left there.

Say thank to guest and hope they enjoyed their stay.

Park the car/van into the established place

Report into the Transportation Logbook the time he get back to the hotel, the kilometers, quantity of gasoline and any remark if has, then sign and submit to the Concierge Supervisor by end of the shift

Clean the car, fulfill the gasoline if needed

Ready await for another pick-up or see-off(except lunch, dinner)