How to Handle the Airline Delayed Passengers

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Standards:

DO NOT DELAY in information the FOM/Assistant Manager in the event.

In the event of a flight delayed, the airport personnel will call up the hotel to find out if they are able to accommodate the delay passengers for that flight.

Procedures;
If this happens, immediately look for someone superior (FOM/Assistant Manager) to take the call.

Questions to confirm or ask from the airport personnel:
                   
How many passengers on board.
      
How many rooms do they need?
      
What is the flight number?
   
Flight is flying to which destination.
      
How many room nights do they require?

Time of departure from the hotel.
       
What meal arrangements do they require?
       
Confirmed with the airport personnel if the guest will be given vouchers or is there a
      representative will be coming over to the hotel.
Transport from the hotel to airport.
If there is an airport representative coming over, please arrange a place for the staff to sit as this will make it easier for the delayed passengers if they have any questions pertaining the flight for the airline representative.

As soon as all the details had been taken and confirmed, to inform
The F&B Manger

The Housekeeper

The Front Office Manager

Assistant Manager

Resident manager
      

IMPORTANT:
Every minute counts, as there’s a lot to be done if the delay passengers are coming in.
       
The first hand information and if we can get back to the airport personnel and offer him/her the rooms needed, it means in revenue for the Rooms and F&B outlets.

 

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