Estandares De Servicio De Recepcion

S E R V I C E S T A N D A R D S  FRONT DESK

WHO: WHAT: WHEN: WHERE: WHY:

Front Desk Agent Guest Arrival Experience Guest Check In Hotel Front Desk To provide our guests with an effortless,entertaining, informative check-in experience that lets them know the party has started.

GUEST E XPECTATION S – THE PRICE OF ADMISSION
1 2 Acknowledge all of our guests using the 10/5, First and LastRule. Acknowledge each of our waiting guests by working the line with a smile and eye contact to let them know that you will be right with them. 3 Greet our guests with an authentic, welcomingcomment, "You look like you are ready for some

fun, how can I help you? Do NOT say, "Are you checking in?"

4 5

Verify our guest's name on the reservation and use it while you are entertaining them.Acknowledge our repeat guests by welcoming them back and verifying their information on the Property Management System Guest History.

6

Present our guests with their registration form andreview and verify the details of the reservation including dates of their visit, room type, bed type, smoking or non-smoking, email address and any special requests.

7

Ask our guests how they wouldlike to settle their account after their personal information has been confirmed.

8

Note any special requests and/or information by entering it into their Guest History profile in the PMS.

9Present the key packet to our guests, indicating which floor they are on and explain any other collateral/information within the packet.

AUTHENTIC EXPERIENCES THAT ROCK 2011 HARD ROCKINTERNATIONAL
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S E R V I C E S T A N D A R D S  FRONT DESK

10 Inform our guests of options if their room is not ready and offer to store their luggage. Offer

at 2:00 pm, Mr. Fogerty. It's abeautiful day out, so how about lunch by the pool?"
11

suggestions, e.g., touring the memorabilia, having lunch or a cocktail. "Your room will be ready

Inquire if our guests will need...