Front Office

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Handling of guest compliments-GSA STANDARD OPERATION PROCEDURE

STANDARD OPERATION PROCEDURE

             

DEPARTMENT: Front Desk 

 

JOB TITLE: Guest Service Associate

TASK NO: FD- REC 13.1      

 

  TASK: Handling of guest compliments 

EQUIPMENT REQUIRED: Fidelio Workstation

       

WHAT TO DO 

HOW TO DO 

WHY

             

 Guest reach the Front Desk.

Stay calm with actively listening.

Monitoring Room Status-Guest Service Associate STANDARD OPERATION PROCEDURE

DEPARTMENT: Front Desk 

 

  JOB TITEL: Guest Service Associate

TASK NO: FD- REC 2.1      

 

  TASK: Monitoring Room Status

EQUIPMENT REQUIRED: Fidelio work station 

       

WHAT TO DO 

HOW TO DO 

WHY

             

 Block room to the arrivals with 

 It's the best way of block the vacant

 for easy in monitoring room status.

Travel Agency Voucher-Guest Service Associate SOP

STANDARD OPERATION PROCEDURE

DEPARTMENT: Front office 

 

  JOB TITLE: Guest Service Associate

TASK NO: FD- REC 27.1    

 

  TASK: Travel Agency Voucher(Page1 of 2)

EQUIPMENT REQUIRED: Fidelio terminal,Bill Folio, Indemnity Form 

     

WHAT TO DO 

HOW TO DO 

WHY

             

Request guest to present 

If upon check in, guest indicate that 

check out guest with traveler's check-GSA SOP

STANDARD OPERATION PROCEDURE

             

DEPARTMENT: Front office 

 

JOB TITLE: Guest Service Associate

TASK NO: FD- CA.1  ( Page 1 of 3 )    

  TASK: check out guest with traveler's check

EQUIPMENT REQUIRED: Fidelio Workstation / bill folio / cash refund voucher

 

WHAT TO DO 

HOW TO DO 

WHY

             

1. Greeting guest.

House Amenity-Guest Service Associate STANDARD OPERATION PROCEDURE

STANDARD OPERATION PROCEDURE

             

DEPARTMENT: Front Desk 

 

  JOB TITEL: Guest Service Associate

TASK NO: FD- REC 3.1      

 

  TASK: Handing In - House Amenity

EQUIPMENT REQUIRED: Fidelio work station 

       

WHAT TO DO 

HOW TO DO 

WHY

             

 Amalyze the arrival report and 

check out guest with transferring

STANDARD OPERATION PROCEDURE

             

DEPARTMENT: Front office 

 

JOB TITLE: Guest Service Associate

TASK NO: FD- CA.3  ( Page 1 of 3 )    

  TASK: check out guest with transferring

EQUIPMENT REQUIRED: Fidelio Workstation / bill folio/ Transfer voucher

   

WHAT TO DO 

HOW TO DO 

WHY

             

1. Greeting guest.

Preparation for Guest Arrivals-Guest Service Associate OPERATION PROCEDURE

STANDARD OPERATION PROCEDURE

             

DEPARTMENT: Front Desk 

 

  JOB TITEL: Guest Service Associate

TASK NO: FD- REC 4.1      

 

  TASK: Preparation for Guest Arrivals

EQUIPMENT REQUIRED: Fidelio work station 

       

WHAT TO DO 

HOW TO DO 

WHY

             

Prepare welcome folders.

Print guest's name, arrival  date,

Tour group arrival handling-GSA GRO GSO SOP

STANDARD OPERATION PROCEDURE

             

DEPARTMENT: Front Desk 

 

  JOB TITLE: Guest Service Associate

TASK NO: FD- REC 28.1    

 

  TASK: Tour group arrival handling (Page1 of 4)

EQUIPMENT REQUIRED: Fidelio terminal

       

WHAT TO DO 

HOW TO DO 

WHY

             

Receiving group order and 

Once day before group arrival day,

Face to Face Handling Guest Opecial Request-Guest Service Associate PROCEDURE

STANDARD OPERATION PROCEDURE

             

DEPARTMENT: Front Desk 

 

  JOB TITEL: Guest Service Associate

TASK NO: FD- REC 5.1      

 

  TASK: Face to Face Handling Guest Opecial Request

EQUIPMENT REQUIRED: Fidelio Terminal, Telephone

     

WHAT TO DO 

HOW TO DO 

WHY

             

1. Greet the guest

check out guest with cash

STANDARD OPERATION PROCEDURE

             

DEPARTMENT: Front office 

 

  JOB TITLE: Guest Service Associate

TASK NO: FD- CA.4  ( Page 1 of 2 )    

  TASK: check out guest with cash

EQUIPMENT REQUIRED: Fidelio Workstation / bill folio

     

WHAT TO DO 

HOW TO DO 

WHY

             

1. Greeting guest.

 

Initiate to greet guest with smile