Scope & Objective - cha-international.cn · madinah hotel/ concierge sop / issue 2 /september 2012...

MADINAH HOTEL/ CONCIERGE SOP / ISSUE 2

/SEPTEMBER 2012

1

Contents

INDEX

SCOPE & OBJECTIVES Page 2

ORGANIZATIONAL CHART Page 3

GROOMING STANDARDS Page 4

ETIQUETTES Page 5-6

PREPARATION OF SHIFT Page 7

MAINTAIN CLEANLINESS OF THE HOTEL ENTRANCE Page 8

ARRIVAL AT THE HOTEL Page 9

ASSIST WITH LUGGAGE Page 10

DELIVERING LUGGAGE TO THE ROOM Page 11

DIRECTING / ESCORTING GUESTS Page 12

GROUP ARRIVAL Page 13

WAKE UP CALL REQUEST Page 14

PLEASE DRIVE ME TO CARD Page 15

VALET PARKING PROCEDURE Page 16

GUEST PAGING PROCEDURE Page 17

DELIVERING MESSAGES AND FAX Page 18

TAKING MESSAGES AND DELIVERING TO THE ROOM Page 19

LEFT LUGGAGE / PARCEL Page 20

BAGGAGE TO BE BROUGHT DOWN ON DEPARTURE Page 21

LUGGAGE HANDOVER Page 22

GROUP DEPARTURE Page 23

RESTAURANT RESERVATION Page 24


/SEPTEMBER 2012

2

Scope & Objective

Scope:

This document applies to the function of Concierge that describes all necessary service

offers to the entire guest as per brand standards.

Objective:

Ensure Associates have up to date knowledge of hotel products, services, pricing and

policies as well as a good knowledge of the local area. Maintain good communication and working relationships with all other departments.


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4

Task : GROOMING STANDARDS

Date : November 2012

SOP Author : Susanne

SOP Owner : Madinah Project

SOP Approver : Sam Saker

GOAL:

To appear smart and presentable at all times

PROCEDURE:

Name badge on at all times

Uniform well pressed

No strong after shave or strong perfume

Clean hands & manicured nails

Attention to personal hygiene (shower prior to start of shift use of deodorant, brushing of

teeth , fresh breath at all times)

GENTLEMAN:

Clean shaven Hair –Short & off collar

One necklace ( not revealing )

Wedding band permitted


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5

Task : ETIQUETTES





GOAL:

To have the right Attitude and Product Knowledge. To recognize sales opportunities.

PROCEDURE:

Attitude Greet guest and colleagues with a smile and maintain a friendly and pleasant expression

Stand upright, do not fold your arms in front of the guest

Keep your hands out of your pockets

Do not lean on the counter at any time

Do not play with hair and jewellery

Ensure a positive body language

Speech Be tactful and courteous, do not argue with guests

Be humored and even tempered, do not become over friendly with guests

Look at a guest when addressing him/ her

Look and act professional

Always appear confident

Listen carefully to guest when talking to him/ her

Be positive Use the guest’s name at least twice once known

Ask the right questions to identify needs. Talk clearly and maintain a good tone of voice at all times

Do not criticize one guest to another

Do not refer guest as “he/She to They “ in their presence

Do not weary the guest with your troubles

Do not discuss religion or politics with guests

Be specific in your explanations

Consult your colleagues if any doubt arises

Establishing Contact


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Give guest a warm and friendly welcome, “Good morning Mr. XYZ…., how may I help

you” Make the guest feel comfortable and safe

Refer to the guest twice by the correct title and name once known

Identify the guest’s needs

Observe what is happening around you Be discreet

Show guests a sympathetic interest

Take your time for the guest

Always recommend our services to the guest

Appear neat and tidy but never severe

Maintain eye contact Product Knowledge - Know the different facilities available in the hotel and at the

MADINAH HOTELBe able to describe each product Know who is who Know the layout of the hotel

Know the location, timings, promotions and theme nights of the outlets

Have a good general knowledge of Madinah and the UAE

Be aware of any special promotions going on in the hotel

Know which function are taking place and where

All F&B staff to posses thorough knowledge of the Menu


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7

Task : PREPARATION OF SHIFT





GOAL:

Staff to be prepared in order to assist guest by delivering professional service.

Collect relevant information (Follow the checklist) Taking proper handover and follow up

on pending issues/traces.

PROCEDURE:

Read Diary and Supervisor’s logbook

Check Events for the day and ensure adequate staffing.

Print reports as follows: - Check arrival transportation requirements for current day and next day

Concierge trace report for current day and next day

Guest in house by room number (for night shift for news paper delivery)

Group arrivals and departures for the day

Take hand over from the previous shift in charge.

Take over cash from the previous shift.

Check staffing for the shift and update handover sheet.

Organize the desk and have sufficient stationery Check e-mails and action accordingly.

Check the left luggage room and left parcel logbook and update accordingly.

Check cleanliness of luggage room and trolleys. File reports for the day.

Check the parking cards. (NEED TO DELETE THIS LINE)

Check “follow up sheet” for follow ups and action accordingly.


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Task : MAINTAIN CLEANLINESS OF THE

HOTEL ENTRANCE





GOAL:

To maintain a professional and an impeccably clean and aesthetic entrance for the

guests first impression.

The area to be presentable.

To feel welcomed

PROCEDURE:

Check the area

Anticipate maintenance requirements and action.

Make sure that you are aware of the activity at the main porch.

Check for dirt and fingerprints. Always make sure that all the lights are working at the entrance.

If not working, then inform the maintenance department to replace the light bulbs.

Ensure that hotel surroundings are clean and tidy at all times and that the hotel access is clear (no cars parked on the driveway, no luggage trolleys left lying around, front doors of

the hotel are clean, no paper or cigarette butts on the ground, etc. )

Hotel entrance should be well lit between sundown and sunrise.


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Task : ARRIVAL AT THE HOTEL





GOAL:

To find the hotel easily.

To have a positive first impression.

Friendly and professional welcome.

To feel valued and recognized.

Welcome the guest.

PROCEDURE:

Check daily arrival list for VIP and regular guests, special events, etc. Memorize the names

of VIP guests and regular guests.

Aware of any special events, conferences & meetings.

Meet guests on arrival and SMILE. Maintain eye contact and carry out polite conversation.

Greet guest by the time of the day and welcome them. (Good morning, Welcome to Madinah

Hotel )

If the guest(s) name is known greet them by name (Good morning Mr. Smith, Welcome to

Madinah Hotel)

Anticipate the guest’s needs and assist in alighting from the vehicles where required.

(Elderly guests, young children, physically challenged guests) Guide guests to the reception.

Always offer to carry any parcels, “May I help you, Mr. X”

“May I help you Sir/Madam” (where name is not known)


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10

Task : ASSIST WITH LUGGAGE





GOAL:

To immediately offer to assist with luggage and ensure safety and careful handling of

luggage Ensure all luggage’s is handled and stored in a secure manner

Unload luggage

Take luggage to the lobby.

PROCEDURE:

Assist guests with any luggage.

Carefully unload the luggage from the car and place them on the trolley.

Luggage trolleys are used when there is more than one piece of luggage.

Confirm the total number of pieces with the guest and make sure no luggage has been

left in the car. Never leave the guests luggage unattended

Ensure sufficient luggage trolleys are available and in perfect condition.

Handle guest luggage carefully and take special care of any fragile items.

Take luggage to the lobby and follow up with the reception to allocate the room to the

guest.


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Task : DELIVERING LUGGAGE TO

THE ROOM Date : November 2012




GOAL:

Identify guest luggage.

Luggage to be delivered to the guest room within 8 minutes of check in

Luggage to be delivered to the room safely.

Luggage to be handled with care and delivered to the room.

PROCEDURE:

Check the room number on the check in tag.

Identify building as per the tag color.

If room number not written on the tag confirm room number with Front Desk.

Use the luggage elevator to take the luggage to the floor.

Knock the door twice and announce yourself. If guest does not answer after two knocks,

wait and knock again before entering.

Inform guest that the luggage has arrived.

Place the luggage on the luggage rack. Any clothes on hangers should be hung in the wardrobe.

Wish the guest a pleasant stay and close the door behind you gently.

Log the details in Check In / Check out logbook.


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Task : DIRECTING /

ESCORTING Date : November 2012




GOAL:

To have good product knowledge & a good knowledge of Dubai

To be given clear directions

PROCEDURE:

Within the hotel grounds:

Be aware of the exact location of the facilities in the hotel.

Explain in a clear and simple way.

Escort the guest whenever possible or have him/her escorted by another Associate.

NEVER GIVE DIRECTIONS OR POINT!

Also ensure that you are aware of all health and safety procedures, especially in case of an

emergency. Know the location of the nearest fire exit, etc.

Outside the hotel:

Give clear directions.

Offer to arrange transportation.

Give the guest realistic timings.

Give the guest realistic pricing if traveling by taxi.

Consult your colleagues if in doubt. Provide a map of Madinah whenever possible


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13

Task : GROUP ARRIVAL





GOAL:

Identify guest luggage.

Luggage to be delivered to the room within 30 minutes of arrival

Luggage to be delivered to the room safely.

Luggage to be handled with care and delivered to the room.

PROCEDURE:

Have a member of the team attend the Groups Meeting and get as much information

about any arriving groups for the week.

Be aware of the group arrival time, number of rooms booked, number of people and the

transportation arrangements.

On arrival, unload baggage from the vehicle and confirm with group organizer.

Check for any luggage left behind. Tag the bags with the hotel’s check in tags.

Check the names on the luggage tag against a rooming list.

Request guests to identify bags without luggage tags.

Mark the room numbers on the check in tags.

Sort the luggage as per floor. Deliver bags as per Standard (Refer Delivering luggage to room)


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Task : WAKE UP CALL REQUEST





GOAL:

To make sure that all “wake up call requests” information is accurate and the guest will

receive a timely wake up call, in a professional manner.

PROCEDURE:

Take down the name of the guest, room number, requested time and date for the wake up

call.

Check with the guests if they would like to order tea / coffee / breakfast along with the

wake up call

Offer to arrange a reminder call for the guest.

Offer to book transport if departure guest.

Repeat all information to the guest to ensure clear understanding.

Log down the information in the reception wake-up call book. Call the operator to inform the above details and take the name of the operator. All wake up call books will be collected by Concierge to be given to the Operator at

01.00AM and to be returned at 07.00AM during the Morning briefing (During 0100h –

0700h all areas will call directly to the Operator for any wake up call requests and

temporarily noted in the shift check list to be recorded in the wake up call book)

Wake up call is given by the telephone operator.


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Task : PLEASE DRIVE ME TO

CARD Date : November 2012




GOAL:

To provide a correct hotel address as direction guide for our guests

To feel secure, safe & confident.

To know where they are staying To facilitate easy movement to and from the hotel

PROCEDURE:

“Please Drive Me To” card should be kept ready at the Concierge & Valet Desk at all times.

“Please Drive Me To” card will be given to the guest who needs assistance especially for

first-timer guests who may not know their way in and around Dubai.

Write clearly the destination of the guest on the backside of “Please Drive Me To” card

Explain politely to the guest the purpose of it while giving the card to the guest and

explain to the driver the destination.


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Task : VALET PARKING

PROCEDURE Date : November 2012




GOAL:

To provide a professional service in parking the guests vehicle

That efficient & friendly associates meet & greet the guest.

That staff will park the car efficiently without damage, thereby ensuring that the guest

feels safe and secure.

PROCEDURE:

Greet guest “Good Morning / Afternoon / Evening Sir / Madam and welcome to Le Royal

Madinah Hotel Beach Resort & Spa. Offer to park the guest vehicle.

Inquire if guest is staying with us. Write “I” in case of in-house guest & “D” in case of day

guest.

Hand over the guest the valet parking slip and write the guests name on the slip and

inform that the vehicle will be released on the presentation of this slip. Carefully examine the car for any visible marks i.e. dents, damage light etc. Sign on the slip, in the valet parking logbook, your name for reference.

Ensure all windows / doors of the vehicle to be parked are locked. Take note that no

valuables are visible whilst parking the car e.g. mobile phone, jewelry etc.

If any valuables are noted inside the car, notify the guest and the duty Manager and Duty

security.

Record the name, type of car, the car number plate and the zone to which the car will be

parked.

Place the keys in the valet parking envelopes and the keys in the valet drawer cabinet

locked in the valet desk. At the end of the shift a list of all the cars still parked to be made and a copy to be given to security.


/SEPTEMBER 2012

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Task : GUEST PAGING

PROCEDURE Date : November 2012




GOAL:

To page the guest in a professional and friendly manner.

PROCEDURE:

Repeat the name of the guest to confirm the spelling. Check on the computer if guest has

left a locator. If the guest has left a locator contact the guest.

When a request to page a guest is made, advise the caller to hold while the paging is

taking place Have the guest name clearly typed in block letters on a clear page and place it on the paging board.

Page for the guest in all restaurants and the beach area. The paging board is held up so

that it is in clear view of all the guests.

When the guest is found pass on the message if guest is not found, leave message in the

guest room.

For emergency or distressing messages the hotel Duty Manager should contact the guest

when located and deliver the message discreetly.


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Task :Fax & DELIVERING MESSAGES





GOAL:

Messages and faxes to be delivered to the guest within 12 minutes of receipt

Check for faxes and messages.

PROCEDURE:

The fax machine to be checked constantly.

Sort out guest messages /guest faxes and faxes for other departments

Guest faxes to be sent up to the room immediately.

If a DND sign is on the door, do not open the door. Gently slip the message under the door.

During the day time, between 0900 – 2000 hrs knock the door thrice. In case there is no

answer, open the room and place the message at the foot of the bed. If the guest responds, hand the message over to the guest.

After 2000 hrs, gently slip the message under the door.

After delivering the guest messages and/or faxes, note down the details in the Fax /

Message logbook. Departmental faxes /messages to be filed in the departmental slots in the executive office.


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SusanS

Task : TAKING MESSAGES AND DELIVERING

TO THE ROOM





GOAL:

Message to be delivered to the room within 12 minutes

PROCEDURE:

Answer the telephone within three rings.

Take down: - Name of the guest and room number

Name and contact number of the caller

The message, along with time the message was received.

Spell out the name correctly. Repeat to the guest the message to check for understanding.

Type the message in opera and a printed message to be sent up to the room.

If the message contains sad news i.e. death or hospitalization, notify the Duty Manager

before sending the message to the room. In such cases guest must be paged immediately.

Write clearly the name of the guest / Room No on the message envelope.

Deliver the message to the room as per the standard.(Refer DELIVERING MESSAGES

AND FAX)


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Task : LEFT LUGGAGE / PARCEL





GOAL:

To ensure safe and organized storing of guest luggage/parcels

PROCEDURE:

On receiving the Luggage / parcel tag it as per the building category the guest is staying

in. Red – Main, Blue – Club, Yellow - Tower

Reconfirm the number of bags to the guest.

Confirm details of collection. Tear the claim slip and hand to the guest.

The rest of the tag is to be tagged to the baggage /parcel along with the details of the

guest. Enter the details in the left luggage /parcel book.

If the luggage is stored only for the day, place the yellow dot sticker on the luggage.

Any Alcohol should not be accepted or kept in the left luggage room. In case of an envelope, determine and reconfirm the name of the person handing over the

envelope, contents of the envelope and the person the envelope is to be handed over to.

Place in slot and note the slot letter. Log details in the envelope log book.


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Task : BAGGAGE TO BE BROUGHT

DOWN ON DEPARTURE





GOAL:

Guest luggage to be brought down quickly and carefully and either placed in storage or

loaded into the departure vehicle.

PROCEDURE:

Take a check out tag and proceed to the room.

Knock the door.

Pick up luggage from the room. Check for fragile / breakable items.

Luggage to be brought down using the luggage elevator.

Supervisor will check with the reception if the bill has been settled. If the bill is pending

and guest has already left, contact the duty manager. Do not call the guest back. Thank the guest for staying with the hotel and bid them fare well.

(Thank you for staying with us Mr. Smith. Have a pleasant journey and hope to see you

again soon.) Record the departure details in the logbook.


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Task : LUGGAGE HANDOVER





GOAL:

Hand over luggage carefully as per guest instructions

Luggage to be stored and handover in a secure manner.

Check details and handover the luggage.

PROCEDURE:

Receive the luggage tag from the guest.

Identify and verify that the tag is corresponding to the details in the log book.

Ask the guest for a brief description of the luggage. Handover the luggage to the guest.

In case of delivery, fill out the acknowledgement receipt.

File the acknowledgement receipt in the file after delivery. Inform the guest that the task is Completed (need to delete this line)


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23

Task : GROUP DEPARTURE





GOAL:

Luggage to be brought down and loaded in the transport safely and in a timely manner

To be assisted with the luggage on departure.

Luggage to be handled carefully.

PROCEDURE:

Check with the group leader or group coordinator for departure details.

Confirm time for luggage pull & Transportation.

Reconfirm Number of bags to be collected.

Allocate bellboys floor wise for luggage pick up.

Once the luggage is in the lobby count and reconfirm with the group leader.

Once again count the number of pieces to be loaded. Load the luggage on the Bus / Cars. Bid farewell to the group.

Record the details in the logbook.


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Task\ : RESTAURANT RESERVATION





GOAL:

Make restaurant reservations as per guest requirements

To be given accurate and relevant information.

To be assisted with Reservations.

PROCEDURE:

Check if guest has decided which restaurant is to be booked.

If guest is undecided, suggest restaurants based on their preference (Cuisine,

Ambiance). Always suggest hotel’s restaurants first and then other Madinah Hotel Hotels

before suggesting any other restaurants. Get the details of the reservation.

Guest Name - Room number / contact number -Date, Preferred time - number of diners

and Special requests.

Call the restaurant and check for availability. If available, confirm the reservation

and inform guest.

If reservation not possible as per guest, requirements check options and get back to

the guest.

Always reconfirm reservation details with guest.

Thank the guest.

Scope & Objective - cha-international.cn · madinah hotel/ concierge sop / issue 2 /september 2012...

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