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Rooming a Guest (SOP)

April 23, 2010

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:

  • Bellpe
  • Guest Relation Officer (GRO) handover the room key to the bellperson.
  • rson 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.

{ 4 comments… read them below or add one }

1 Loulou November 18, 2015 at 2:08 am

We have learned so much about the bellpe and dockets. Happy article writing.
#bellpeforlyfe

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2 Paul January 25, 2012 at 2:27 pm

Thank you, this is great!!!

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3 abdellah October 21, 2011 at 7:45 pm

THANKS ALOT FOR ALL THIS HUMAN SIGNS
INDEED WE ARE ADDING SOME KNOWLEDGEABLE
TRICKS AND ETIQUETTES IN HOSPITALITY

KIND REGARDS
FOR YOU TANJI

Reply

4 Nour Elhariri December 27, 2010 at 5:35 pm

thak you for your vaulbe information still we are waiting for more Housekeeping free Vido .

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