Rooming a Guest (SOP)

There are some special procedures for rooming a guest from front desk to room for the first time. Here are some steps to follow while rooming a guest.

1: Greeting at the elevator:

• Guest Relation Officer (GRO) handover the room key to the bellperson.
• Bellperson address the guest and welcome him to the hotel.
• Then he show the way to the elevator.
• Bellperson should offer to carry guest’s coat or luggage as he escorts him or her to room.

2: Showing the Room:

• Open the guestroom door with the guest key (making sure it works before the guest arrives), hold the door open and insert the key into the master switch.
• Let your guest settle down little bit.

3: Present Room facilities:

• Generally guests remain very tired while they come. So don’t expect they will allow you to give your full presentation. It is better to cordially ask in this way “May I take a few moments to explain the features of your room?”
• Briefly explain the light switches to the guest including the standing lamp switch and the bed side lamp switches. They may tilt beside lamp shades for extra light.
• Let the guest be aware of the location of the hair drier, laundry bags and dockets located in the top drawer underneath the TV.
• Guests may listen to the TV or radio in the bathroom by switching on the “Radio” switch above the tissue box located on the wall.
• Be sure that you don’t miss to explain following points of information:

1. Temperature control
2. Emergency exits
3. Technology information regarding internet access
4. Power supply
5. Introduce Restaurants and Bar
6. Introduce Hotel services and facilities

4: Offer Services:

• Ice will be offered to all guests or pre-set in room.
• Whilst greeting arriving guests, offer complimentary pressing and shoeshine service.
• Offer to take coats and hang them in the closet.
• Explain the operation of the Instant Service Button.
• Offer unpacking services.
• Offer complimentary coffee, tea, or soft drinks.

5: Leave & Follow Up:

• Be sure you fulfill all guest queries.
• Tell him how to contact to you if he or she needs your assistance.
• Wish him happy staying and leave the room.