Guest Arrivals & Departures

Introduction

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Assisting guests at their arrival to your establishment is an important part of their stay.  You will understand the importance of reporting customer complaints to the appropriate person and the correct way of welcoming guests, according to company policy.  It is important to understand the importance of a warm welcome for guests.  You need to communicate with guests effectively and use positive body language.

This manual is designed to assist you in your understanding of the importance of a great first impression for guests.  From their initial checking in at the reception desk, to the transportation of luggage and providing information as required, each part of the guests arrival needs to be attended to with the utmost attention.

Preparation is the Key

It is important to plan your day to ensure an efficient running of the Portering service.  All supervisors should work in conjunction with the Front Office Manager, as this will ensure a smooth running working day.

It is essential to keep the Porters Desk neat and tidy, as well as well stocked with information brochures and all stationery required.

Teamwork

Working as a team in the arrival and departure of guests is essential, as one person cannot perform the act alone.  The Concierge team must be aware of the need to offer assistance at all times, especially when the reception is really busy, and also learn to accept help graciously.

As there are many team members in the Concierge team, it is important that everyone respects their fellow team members and the jobs that they perform.  When each member of a team gets along and pulls together, it produces a great working atmosphere.

The Guest’s Requirements

Prior to the guest’s arrival, obtain information from the Front Office about the guest reservation.  This will allow you to prepare for guests’ special requirements.

For example:

¨  Arrivals of VIP’s (Very Important Persons)

¨  Any room upgrades required for special guests

¨  Late or early arrivals

¨  The number of guests arriving

¨  Disabled guests’ requirements

¨  Special requests from guests

Daily Planning

It is important to plan your day effectively.  Use the following checklist to assist you in your day to day activities:

It is important to plan your activities each day, according to how many guests will be arriving and departing.

¨  After most Arrivals have checked in, it is important to obtain the arrivals and departures list for the following day.

¨  Check all times for these arrivals and departures, and ensure that you have the right number of porters/staff on hand.

¨  Are there any early arrivals?  It is always good to check that all arrangements have been covered for early arrival of guests – room ready, luggage storage, etc.

¨  Where rooms will not be available for early arriving guests, check where they will be able to relax before being escorted to their room.

¨  When you have the arrival times for all guests, check with the Food and Beverage Department if welcome drinks are required.

Greeting Guests

Communication

It is important to understand how effective communication can be the difference between success and failure.  When you speak to guests or staff, always ensure that you are clear in your communication and that you deliver your message in a clear and crisp manner.

Remember, when explaining how things are done, or giving instructions, you should:

¨  Ensure that your audience understands the big picture first.

¨  Ensure you have the attention of the listener.

¨  Speak clearly with good diction.

¨  Check your audience understands what you are communicating.

¨  Build on the understanding that the listener already has.

Body Language

When communicating with someone, it is interesting to note that body language has a higher percentage of importance to the social meaning of a situation than verbal communication.

Body language is a reference to your movements and posture.  These being:

¨  Hand gestures

¨  Facial expression

¨  Movements of the head

¨  Eye contact

Procedure for Welcoming Guests

Welcome the guest in a friendly and courteous manner is the responsibility of the Concierge, Porter or Doorperson.  The manner in which the welcome is conveyed displays the warmth and care of the organisation.

Remember, all guests to your establishment should feel welcome and comfortable at all times.

When ensuring customer satisfaction, you need to remember that a customer has come to your establishment for the highest quality service.  You must present a positive first impression to each guest, as a visitor forms their decision about an establishment in the first few minutes of their arrival.

It is essential that there is someone available to meet and greet guests on arrival.  Duties need to be allocated among the portering staff, and distributed as follows:

¨  Someone is on hand to open car doors and welcome guests to the establishment.

¨  Direction of guests to the reception/check-in area.

¨  The should be a porter available to park a guest’s car, or someone on hand to direct the guest to the car park.

¨  Luggage will need to be removed from the car and brought into the reception area, prior to being taken to the allocated room.

¨  Escorting of guests to their room, along with their luggage, upon completion of the registration process.

¨  There should always be a porter on duty to greet the next arrival.

¨  Where a Doorman is present, he will greet guests on arrival and the porter will be on hand to organise the luggage.  If no porter is present at that time, the Doorman may bring luggage into the lobby area of the establishment, where a porter will be able to collect.

Departure Procedures

Just as essential when greeting guests, assisting them and using their name on departure is just as important.  Giving a personalised attention will contribute towards the customers satisfaction and make them feel like they are receiving special treatment.  Make the guest feel important and they will be sure to return.

Familiarise yourself with each guest who will be departing on a particular day and ensure you are aware of any special requirements or requests e.g. collecting any items stored, VIP’s, etc.

As soon as a guest is departing they should be assisted with their luggage immediately.

If you recognise the guest who is departing, make a special effort to come from behind the desk to say farewell.  Remember, special treatment and make the guest feel important.

Treat every guest as a VIP and you won’t go wrong.