BAMZOOKA
Front Desk Services For Guest Arrival Experience
- Staff was present and visible at the main entrance, waiting to receive and welcome all guests
- Guest was acknowledged with eye contact and smile within 10 feet
- A polite greeting according to the time of day, offer of assistance, etc. was made within 5 feet
- If arriving by vehicle, staff approached the passenger side (if driven by chauffeur) of the vehicle, opened doors and greeted guest
- Staff determined the name of the guest and communicated this to the front desk
- Guest name was used at least one time during the conversation
- Return guests were recognized and acknowledged
- All items were removed from the vehicle confirmed with guest and placed on a bell cart
- Assistance was offered with golf clubs, packages, directions, etc
- Staff inquired about the guest’s special requests (in case any)
- Parking options (valet/self parking) were explained and instructions were provided
- Guests were directed towards a waiting bell person or towards the main entrance
- Staff did not congregate or engage in personal conversation with other staff, no horseplay
- Staff well groomed, uniformed and name tag present
- Staff did not eat, drink, smoke or chew gum
- Staff member was the last one to speak (kind comment, offer of assistance, etc.) and guest was thanked
- The speed of service was adapted to the guest requirement
Front Desk Standard for Guest Departure
- Staff was present and visible at the lobby and main entrance, waiting to receive and assist all guests
- The guest was acknowledged with eye contact and smile within 10 feet
- A polite greeting according to the time of day, offer of assistance, etc. was made within 5 feet
- The guest name was used at least one time during the conversation
- Guests were assisted in retrieving valet parked cars or booking taxis
- Car key voucher verified and returned to guest
- Vehicle was returned within 10 minutes
- Vehicle returned with seats adjustment in original position, with music settings left untouched, and personal property inside the vehicle undisturbed, windows were closed
- Luggage was loaded into the vehicle as directed and items were verified with guest
- Vehicle doors were opened and closed
- Staff ensured that guest had directions to their next destination. Verbal and / or written directions provided when necessary
- Staff did not congregate or engage in personal conversation with other staff, no horseplay
- Staff well groomed, uniformed, name tag was present
- Staff did not eat, drink, smoke or chew gum
- Staff member was the last one to speak (kind comment, invitation to return, etc.) and guest was thanked
- The speed of service adapted to the environment and the needs of the guest
- Overall, guest had a found farewell
Front Desk Services for Check-in Process
- Staff well groomed, uniformed and name tag was present
- Staff did not eat, drink, smoke or chew gum
- Staff maintained focus on guest, was not distracted
- All guests were acknowledged with eye contact and smile within 10 feet, even if the guest waiting in line
- Guests were not waiting in line for longer than 5 to 8 minutes
- Front office team were staffed adequately
- Staff spoke first and greeted the guests with an smile, welcoming comment within 5 feet
- Staff verified the guest's name and used it a minimum of two to three times during the interaction with the guest
- Registered guests were not asked for duplicate information
- Guest was discreetly asked how they would like to settle their account after their personal information was confirmed
- Details were verified including dates of visit, rate, room type, bed type, smoking preference, email address and billing method
- All special requests, relevant procedures were explained either on registration form or verbally
- Guest correspondence / messages / parcels were discreetly conveyed to the guest
- Staff was engaging guests in conversation during the check-in procedure
- Check-in of the guest shown on the Property Management system (PMS)
- Credit card pre-authorization done and cards returned back to the guest
- Key card in the jacket was presented, floor level was indicated, and other information within the key jacket was explained to guest
- Room number was discreetly provided to guest
- Guest registration procedure accurately completed within 5 to 8 minutes (As per hotel standard)
- In case room is not ready, the other options were provided and agent offered refreshments at the coffee shop and also luggage storage
- Front desk agent gave directions to room, and also offered assistance with the luggage
- Staff spoke last, offered an authentic departure greeting referring to the guest’s reason for stay, and thanked the guest
- Staff did not congregate or engage in personal conversation with other staff, no horseplay
Front Desk Service Standard for Guest Check-out Process
- Staff well groomed, uniformed, name tag was present
- Staff did not eat, drink, smoke or chew gum
- Staff maintained focus on the guest, was not distracted
- All guests are acknowledged with eye contact and smile within 10 feet, even if the guest waiting in line
- Guest are not waiting in line for no longer than 5 to 8 minutes
- Front office team were staffed adequately
- Staff spoke first and greeted the guests with a smile, welcoming comment within 5 feet
- Staff verified the guest's name and used it a minimum of two to three times during the interaction with the guest
- Billing was pre-prepared as per the billing instructions on the reservation
- Enquired about the stay and any issues with the stay were resolved or immediately follow up promised
- Staff asked if there had been any additional charges to be added to the bill eg: mini bar charges, airport drop etc
- Appropriate charges were added, and a copy of the info-invoice was provided for verification
- Method of payment was verified and processed discretely
- If there is any dispute on mini bar charges then as per hotel policy appropriate steps done. Eg: Allowance off the disputed charges etc
- Two copies of the invoice were generated and guest signature was taken on both copies
- Handover one copy to guest neatly folded on an envelope
- Check out process was completed in less than 4 minutes
- Staff offered further assistance with luggage, directions, or transportation
- Hotel feedback form was presented to the guest to fill out during the check-out process
- Staff asked when the room would be vacated, and ensured keys remained operative
- Staff spoke last, offered thanks and an invitation to return
- Staff did not congregate or engage in personal conversation with other staff, no horseplay
- The overall speed of service adapted to the environment and to the needs of the guest