SOP - REPORTING ON DUTY / GROOMING & HYGIENE

Department: Hoteliers / Front Office / General

Guest Expectation:

Guest expect a high level of personal grooming and hygiene from all employees. Guest pay high room rates and I expect there to be high standards of grooming and hygiene which complement the facilities of the hotel.

First impressions are important. The employees working in (ORGANIZATION) Hotel staff should represent a hygienic environment. Hotel staff is to be clean, neat and professional in appearance at all times.

  Report on Duty :

• Present yourself in a tidy appearance toward our customer and represent highest standards of service.
• Report on duty 5 – 10 minutes before your shift starts.

 Staff grooming & hygiene:

• Brush your hair before going on duty.
• Ensure that shoes are clean and polished before going on duty.
• Females must wear appropriate stockings with black court shoes where heels do not exceed two inches.
• Males must wear black socks and shoes.
• Change your uniform regularly at Housekeeping Linen Room.
• Clean pressed uniforms must be worn with neatly brushed hair, polished shoes, clean name badge and no buttons missing.
• Contact Housekeeping Uniform Linen Room if buttons are missing.
• Contact HR Department if your name badge is damaged or lost.
• Change your socks/stockings daily.
• Ensure nails are well-trimmed, only clear or pale nail polish for female staff

·         Nails must be short, trimmed and clean.

·         If using hand cream, its needs to be of a non-grease nature.

• Only one ring and watch is permitted, small earrings for female staff.
• Take a bath daily.
• Brush your teeth daily and always wear a smile. Use breath freshener if necessary.
• Teeth should be clean and the breath must be fresh. This can be achieved by cleaning the teeth regularly and visiting the dentist for check-ups on a regular basis.
• Deodorant/eau de toilette cologne/aftershave may be used but not so much that it is offensive.
• Earrings, beards and moustaches are forbidden for male staff.
• Light cosmetics with colours that complement the uniform and skin tones may be worn. Lipstick of a suitable colour must be worn at all times.
• Never use heavy make-up. If make-up is worn it should be light and natural-looking. Avoid vivid colours, like bright blues or violets around the eyes, and make sure the blusher does not look too dramatic. Bright lipstick colours should also be avoided.
• Be aware of your posture. Walk briskly with a straight back and do not lean on walls..
• Check your appearance in a mirror in the locker rooms before going on duty. No exclusive or eye appealing jewellery is allowed.
• Female hair length beyond the shoulder must be neatly tied/ bundled. Proper hair band should be used to cover head.

 

• Don’t use high hill. This could be dangerous. Use flat shoes.

 

• Men must have short well-combed hair which doesn’t extend below the collar or over the ears.
• Avoid excessive use of hairsprays and gels, as they can make the hair look stiff and unnatural.
• Do not use unnatural hair-colours e.g. green, blue, unnatural blond etc.

·         Personal mobile phones should not be carried with employees during working hours.

·         Exception can be granted by the manager only.

·         The mobile phone must be on silent mode.

·         Calls can only be made and answered in the back of house. At no time can a call be picked by within the public area.

Key Points:

v No smoking except in designated area.

v No abusive or offensive language.

v No sitting in work area.

v Never run in the lobby or no running inside the work place.

 

Check in process In hotel for front office

1.   First of All…

*Prepare for Guest Arrival

*Check room status and availability

*Check expected arrival and departure

*Special Request

*Important guest

 

2.   Process Begins… Guest Arrives
*Welcome the Guest

*Try to make them feel comfortable

*Give them information about the country, region, and cites etc.

 

3.   Check Reservation Status

*Ask the guest name
*Check the system for the reservation If guest made a reservation *Ask for the remaining information

*Then complete the Registration Form

 

4.   Assign room & rate
*Always ask for the guest preference

*If guest have some priority, try to fulfil that first

*Guest must be informed about the room rate

*After assigning the room, check again…

 

5.   Check Mode of payment

*Ask guest how he wants to settle his account

*In case he offer card, check weather card is accepted by property or not

*If he offer other currency, you should accept that

*If the guest pays a limited amount we should accept that also

 

6.   Issue room key

*Prepare room key

*Ensure last key is destroyed

*Give it to the guest Escort guest to room

*If guest is new to hotel

*If he is old one

*As per wish of guest

 

7.   If guest did not made any reservation

*Check whether rooms are available or not

*If rooms are available

*Follow the same procedure i.e. complete registration form assign room& rate Check mode of payment issue room key Escort guest to room

 

8.   If rooms are not available

*Deny request

*Suggest alternative

*Like if you have any chain hotel

*Hotel nearby you

*Guest preference

 

9.   Key point should be keep in mind

*All guest should be treated with equal respect

*Always extend a warm welcome and cheerful greeting

*Any message related to the guest should be sent to the Front Office

*The receptionist should offer themselves rather then calling some one else

 

10.               The front desk clerk should disclose the room rate as it is the most important part of contract
*For a walk in guest, advance must be requested from him, against accommodation and incidental charges

 

11.               BIBLIOGRAPHY §Wikipedia §Goggle Images §Journal’s Note

Hospitality Guide(For All Department information)
 www.hospitalityguidebd.blogspot.com

Advantages of Pre Registering Guests

Pr-registration Activities are those which is done prior to guest arrival at the property and is also one of the most important stage in guest cycle . Preregistration is normally done for Group's, VIP / VVIP guests and also for FIT bookings.

Activities such as room assignment, updating guest profile, preparing welcome letters, collecting all reservation correspondence and sending request for amenities etc. are part of pre arrival activities and normally done one to two days prior to guest arrival.

Advantages of per-registering guests:

• Helps to accelerate the guest registration or check-in process.
• Almost completed / pre populated registration card can be generated from the system.
• Guest only need to verify the information instead of writing down them at the time of check-in.
• Special requirements from guests can be met in advance and kept ready at the time of arrival.
• In room check-in can be provided for all per-registered guests.
• Rooms are assigned as per the guest room preference at the time of booking eg: Away from elevator, Pool facing etc.
• Guest preferred amenities can be kept on the pre assigned room.
• Lesser or no complaint on the room assigned.
• If booked room type is not available then an alternate room or upgrade can be provided in advance.
• Rooms blocked for VVIP and VIP's  can be communicated to other departments like Housekeeping or Room service in prior.
• VIP amenities can be placed in advanced by Housekeeping and Room Service.

• In case of Groups and Conference guests Mini Bar ban be either locked or removed in advance.
• Amenity voucher are send in advance to the house keeping and the room service department in order to make flower bouquet, place fruits and cookies basket room prior to the arrival of the guest.
• Duty managers or Guest service manager cross check the VVIP rooms if all amenities are placed before arrival ensuring a great arrival experience.
• For groups all Keys and rooming list is kept ready in advance for a smooth check-in experience.
• If group members bags are reached in advance then the same can be placed in the room before check-in.
• Pr-prepared  Wi-Fi access coupons and meal coupons can be easily hand over to guests at the time of check-in.
• Guest Relation team can be ready to provide a traditional welcome to VVIP guest. Eg. Flower Garland, Spice Garland etc.

 

Hospitality Guide(For All Department information)
 www.hospitalityguidebd.blogspot.com