Front Office

Check – in to Check - out

Clean Uniform

Well groomed

Porch Welcome

Open car door for the guest

•Welcome the guest to the hotel

•Direct him to reception Good Morning,

Mr.Ahuja. Welcome to

Fern Residency. This

way please.

•Bell boy/ Driver removes luggage from car

•Escorts guest to reception

•Doorman opens the door with a warm smile

This way is the

reception

Tags guest luggage

Check in (to be completed within 5 mins)

Acknowledges the guest immediately

Addresses guest by name

Warm welcome to the guest by the

Aarti

Uses eye contact

Speaks clearly

Namaste Mr. & Mrs

Ahuja, Welcome to

Fern Residency

•Confirms personal preferences

•Confirms check-out date

•Enquires with departure assistance

•Give the Guest Registration card to the Guest to sign

Would you prefer

Smoking or Non Smoking

Room..

Non

Smoking,

please.

I wish to reconfirm that

your Check Out Date is

17th July 2012. Would

you need any drop to

the airport.

Request the guest for Identity Proof

Request for the Credit Card

Point the Room Number and the

Room Rate on the Guest

Registration Card. Do not

Announce to the Guest

Handover the Key card and the Welcome Letter to the Guest

Have a

pleasant stay

with us

The Front Office Manager meets the

Guest and the Welcome Drink is

offered to the Guest

The Guest is escorted to the room and is briefed about the different

facilities in the hotel

The Front Office Staff opens the door of the guest room and shows the key

insert to the guest

Room Orientation

Safe Deposit Locker Bathroom Amenities

Mini bar Tea/ Coffee Set

up

Luggage delivery by the Bell Boy

The Bell Boy Knocks the door/

rings the bell. Announces BELL

DESK

Wishes the Guest with a Warm

Smile. Takes the permission of

the Guest to come in with his

luggage

Good Morning,

Mr. Ahuja. Your

Luggage, Sir..

May I come in

Place the Luggage on the

Luggage Rack

Enquire with the guest if he needs

anything else

Is there anything

else I could help you

with?

Departure

Knock the door lightly

or ring the bell

Greet the guest

Use guest name

Inquire about transportation

Carry the luggage

Thank the guest

Good Morning

Mr. Ahuja. May

I come in.

Check out (to be completed within 5 mins)

•Acknowledged by staff

•Welcoming smile

•Eye-contact

•Addresses by name

Good Morning Mr. &

Mrs. Ahuja. How was

your stay with us?

Could you spare a

few mins to give

us your valuable

feedback.

Feed back Form

•Bill queries are handled efficiently

•Accurate & correct bill

•Requested guest to return

keycard

Request the guest for Credit

Card for settling the bill

Present the Credit Card Slip to

the Guest for the Signature

Present the Bill with credit

card slip attached in the

envelope to the Guest

FOND FAREWELL

Place guest luggage in car

Confirm no. of bags placed, to the guest

•Offer car door assistance

•Thank the guest

•Wish a pleasant journey