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Provide Product and Guest Informatio-Guest Service Associate OPERATION PROCEDURE

STANDARD OPERATION PROCEDURE







DEPARTMENT: Front Desk 
JOB TITLE: Guest Service Associate
TASK NO: FD- REC 10.1      
  TASK: Provide Product and Guest Information 
EQUIPMENT REQUIRED: Fidelio Workstation



WHAT TO DO  HOW TO DO  WHY







 Product knowledge
Know the number of outlets. Be  To sell the hotel and ready to serve


aware of the operational howrs. Be  guest to show care about hotel benefit


aware of all other facilities that are  and sincerity to guest.


available.
Be knowledgeable.


never assume, be sure 




(Do not say "Maybe" "I think ")











By saying,





"Business center is on the second floor."




"safe is available in your room."






Provide accurate information to 
 Follow up 
If you do not know something, provide precise service.


By saying,





"Mr./Mrs.XX, I will check it and get 




back to you within 5 minutes."






Use team work of SOFITEL BoAo


Check with concierge of other to  serve guest.


department colleagues,






Do more and show card.  


Or check other ways to get imfprmation Be sincere.


e.g. city information telephone center,




map, tour guide menu.






To have completely details for guest 
 Guest information
Obtain all information from guest history.


registration and key into the computer. To obtain statistic date


e.g…..





 Business source 





 Rate





 Spacial requests





 Home address





 Business address





 Visa





 Passport number 




 Date of birth etc.







To anticipate and meet the guest need.
 Any extra information Any information offered by the guest




or by a staff from other department 




can be valuable.





Fully use the information from "the 




guest preference Pad









PREPARED BY: APPROVED BY:
DESIGNATION SIGNATURE / DATE DESIGNATION
SIGNATURE / DATE

 

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