Tour or Group Arrivals

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A reservation of 5 rooms (10 pax and above) above is automatically considered a group. Normally, a lot is taken up especially with tour groups.

Standards:

A lot of guests shall be involved, therefore, careful planning must be made to ensure a smooth check in process without much hassle.

Procedures:

Pre-block or assign the rooms for all guests preferably on the same block. This can speed up the luggages to the guest room by the bellman.    

Look carefully into their special request (if any) and insert in the key cards/folders.
   
Prepare the group assign room list and distribute it to Bell Service counter, Housekeeping  
        as soon as the assigned room numbers had been confirmed.
  
FO supervisor to re-confirm the group arrival time and number of pax.
     
Prepare the room keys and meal coupons (if any) and insert in the key cards/folders.
      
During the group arrival, receptionist concern must ensure that the rooming list and billing   instruction tallies with the tour guide’s, i.e. number of pax, rooms and billings. Collect a copy of Tour Leader’s Rooming List. 
Distribute the room keys and briefly explain the hotel facilities, venue and time for the breakfast to the group.        
Confirm the wake up call time, luggage collection time, meal time (i.e. ABF) and check out time with the tour leader or guide.
Finally, prepare the Tour Group Service Order and distribute the service order according to the respective department. Original Group Service Order to sign by respective department when it was issued and to file for 3 months.
Should there be any changes, the Bell Service counter must be notified immediately.

Also to inform the  Housekeeping Department of the latest room change (if any).

Should there be any information pending, to follow up before the group departs from the hotel.
     
~IMPORTANT:
Ensure that the Group Check-in room is in order and ready before the Group Arrival.

To co-ordinate with F&B department prior before Group Arrival for Welcome Drinks to be Served when Group arrival.(If  it is VIP Group)

 

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