Dr. Karam Gomaa Zaki

4 March 2015

Assignment

Summarize the Check-out steps from the last video from your point of view?

2 points from the 30 points of your tips box. Grab the bargain….hurry up.

Check -out.

The How To’s Defined.

How To’s in Check in\out.

Guest Cycle

ACTION OF SEQUENCE

• Greet all guests, “good morning, afternoon, evening”, use name when known/ ask for

room number.

• Ask about stay, and verify name to the room number

• Ask if there are any recent charges incurred, e.g., breakfast, and private bar.

• Offer luggage pick up and transportation assistance (Limousine service) Or if car to

be brought to hotel entrance

• Presenting the account for review and offering an explanation of the folio

• Confirm method of payment.

• Finalise account and give the guest a copy.

• Confirming departure time and assure the validity of room key card, collecting room

keys and safe deposit key (if applicable), explaining the late charge procedure (if

applicable).

• Offer to make future reservations (regular guest)

• Doing the utmost to ensure that the guest departs satisfied.

• Wish the guest a safe and pleasant journey and offer an expression of a return visit,

escorting guest to the limousine.

Our working definition of How To’s of

Guest Service is the specific method

for completing every task in each

department.

TASK # 1: Offering a Genuine

Greeting using the guest’s surname

STANDARD: An approaching guest is greeted

immediately (i.e. once they step onto our view) and a

waiting guest is acknowledged immediately. A waiting

guest should not wait in the Reception line longer than

30 seconds. A guest’s name is to be used at least for 3

times during the check-in process, which takes 4

minutes in total (including waiting time). Check in

should take only 4 minutes.

PROCEDURE:

Immediately as the guest approaches the desk (i.e. once they step onto our

view), look up and establish eye contact.

Offer a warm, sincere, professional greeting such as “Good Morning,

Afternoon, Evening” and “Welcome to the Four Seasons”.

Whenever possible, use the guest’s surname, and, if a return guest, indicated

by welcoming them BACK to the hotel. E.g. “It’s a pleasure having you back

again Mr. Smith / Welcome back Mr. Smith” A guest’s surname should be

used at least 3 times during the check-in process.

If all receptionists are busy and guests are waiting, acknowledge them

immediately. Establish eye contact, smile and say that someone will assist

them in a moment. A guest should not wait in the reception line longer than 30

Seconds. Call for assistance if needed from the Back Office/ use the crunch

option.

Engage the guest in casual conversation during check-in.

TASK# 1 OFFERING A SINCERE GREETING

BEFORE THE GUEST APPROACHES THE DESK .

STANDARD: An approaching guest is greeted

immediately (i.e. once they step in to Your view), and

a waiting guest acknowledged immediately. A waiting

guest should not wait in the cashier line longer than

30 seconds without being acknowledged. A guest’s

name is to be used a minimum of two times during

the check-out process. The check-out time should

take only 4 minutes.

PROCEDURE:

Greet the guest with a sincere greeting before the guest reaches the

desk. Use the guest’s surname when known. Always use a

professional greeting .

Make eye contact. Stop what you are doing and give full attention

to the guest.

If all cashiers are busy and a guest is waiting, acknowledge them

immediately. Establish eye contact, smile and say that someone

will assist them in a moment. A guest should not wait in the cashier

line longer than 30 seconds.

Engage the guest in polite conversation during the check-out.

The guest cycle describes the activities that

each guest passes by from the moment

he/she calls to communicate a reservation

inquiry till he/she departs from the hotel. In

fact, the guest cycle encompasses 4

different stages.

Each stage of the guest cycle is associated

guest service, and guest accounting activity

GUEST CYCLE 4 STAGES

PRE-ARRIVAL

ARRIVAL

Occupancy

DEPARTURE

1. Guest services:

Reservation Registration Occupancy services

Check-out and history

2. Guest Accounting:

Establishment of credits Posting charges Night

auditing settlement of accounts

PRE-ARRIVAL

* Reservations

ARRIVAL

* Registration

* Room assignment

* Issuance of room key

* Baggage handling

OCCUPANCY

* Mail and message handling

* Maintenance of guest account

* Paging and travel assistance

* Safe deposit, currency exchange

DEPARTURE

* Preparing the guest bill

* Settlement of guest account

* Transportation

* Future reservation