| 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 | |||
TAG: Guest GUEST information Information OPERATION Procedure procedure PROCEDURE Product product service Service