WELCOME & ESCORT GUEST TO THE ROOM

OBJECTIVE:

To ensure all guests are escorted to the room upon check-in to familiarize themselves with the hotel and facilities.

POLICY:

Deliver full & accurate hotel information and its facilities to all the guests

PROCEDURE:

The Guest Relations Officer(GRO) should check the arrival list and note the VIPs of the day

She should check carefully the arrival time and specials of the guest booking

The GRO would check the room, make sure it’s proper cleaned, enough amenities, and full benefits set up

GRO should stand by at the entrance by around the time of guest arrival

She should inform the Lobby bar to prepare the welcome drink and cold towel

GRO would open the door, greet the guest warmly with friendly smile by using her name and escort him to the Lobby

By showing the way to the guest, she never can point by 1 finger. She has to show full hand straight to the direction

“This way please Sir/Madam”

Never say “Follow me” to the guest

She would assist the GSA check-in the guest, then accompany him to the room

She would press the lift, keep the lift door not be closed, invite the guest to enter, then she last enter and choose the floor to go

Introduce about our hotel facilities and services, or any special promotion of Food & Beverage or Spa to guest while going, or asking about their trip, but not personal affair of the guest. She should not keep the silent environment during the way to guest room (except guests are on call or talking to each other)

When the lift stops, lift door opens, she would get out first, keep the door lift not be closing, invite the guest to get out and show the direction for him to go

Then try to move forward, instruct the guest to the room

She would open the room door for the guest, both opening and instructing the guest how to open it, how to insert the key to get the power and invite guest into the room

Then the GRO shows the guest the facilities in the room and instructs him how to use, such as safety box, minibar, TV, hot & cold shower…

Then she would offer further assistance: Anything may I assist you, Sir/Madam? If you need any assistance, please call the Operator with extension “…”

She wishes the guest a nice stay and says goodbye: “Hope you enjoy your stay with us. Good bye Mr/Ms…. Or Sir/Madam”

She close the door gently and back to the lobby

The VIPs should be taken good care during the time they are staying at the hotel, should be received the special care from the GROs at all times