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    Learn About Roaming A Guest

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    Ramesh
    This document outlines the procedures butlers should follow when greeting guests and showing them to their hotel room. It includes greeting the guest at the elevator, escorting them to their room, allowing the bellman to bring in luggage, presenting in-room facilities like temperature controls and technology, offering additional services, answering any questions before leaving, and following up on requests. The goal is to make guests aware of hotel services and facilities through consistent application of the policy.

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    Learn About Roaming A Guest

    Uploaded by

    Ramesh
    36 views8 pages
    This document outlines the procedures butlers should follow when greeting guests and showing them to their hotel room. It includes greeting the guest at the elevator, escorting them to their room, allowing the bellman to bring in luggage, presenting in-room facilities like temperature controls and technology, offering additional services, answering any questions before leaving, and following up on requests. The goal is to make guests aware of hotel services and facilities through consistent application of the policy.

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    Presentation 129

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    This document outlines the procedures butlers should follow when greeting guests and showing them to their hotel room. It includes greeting the guest at the elevator, escorting them to their room, allowing the bellman to bring in luggage, presenting in-room facilities like temperature controls and technology, offering additional services, answering any questions before leaving, and following up on requests. The goal is to make guests aware of hotel services and facilities through consistent application of the policy.

    Copyright:

    © All Rights Reserved
    Download as PPS, PDF, TXT or read online from Scribd
    Download as pps, pdf, or txt
    36 views8 pages

    Learn About Roaming A Guest

    Uploaded by

    Ramesh
    This document outlines the procedures butlers should follow when greeting guests and showing them to their hotel room. It includes greeting the guest at the elevator, escorting them to their room, allowing the bellman to bring in luggage, presenting in-room facilities like temperature controls and technology, offering additional services, answering any questions before leaving, and following up on requests. The goal is to make guests aware of hotel services and facilities through consistent application of the policy.

    Copyright:

    © All Rights Reserved
    Download as PPS, PDF, TXT or read online from Scribd
    Download as pps, pdf, or txt
    of 8

    Learn about Roaming a

    Guest
    Policy
    To make aware the guest about hotel
    services and facilities through following
    the hotel policy.
    Procedures
    Greeting at the elevator
    • Guest Relations Officer will present the Butler
    by name and pass the room key to the Butler.
    • Thank the Guest Relations Officer.
    • Bow slightly, and address the guest as follows:
    • “Welcome (back) to X (your hotel name)……….,
    Mr. / Mrs. (Guest’s name) XXX”
    • Offer to carry his/ her coat or brief case as you
    escort the guest to his/her room.
    Procedures
    2) Show 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.
    • Allow the guest to enter the room first and proceed
    according to one of the following scenarios:
    • If the bellman is waiting in front of the door, let him
    in the room. Do not begin “The presentation” until
    the bellman has finished placing the luggage. Begin
    “The Presentation” as soon as the bellman exits.
    Procedures
    2) Show the room
    • If the bellman arrives after you have begun
    “The Presentation”, let him in and stand as
    he places the luggage. Continue after he
    exits the room.
    • The bellman will usually receive a gratuity.
    Allow the guest time to give it to him, but do
    not pause too long, look or seem interested
    in the gratuity given to the bellman.
    Procedures
    3) Present the in – room facilities
    • Do not assume that the guest has time for a full
    presentation. Ask the guest as follows: “May I take a
    few moments to explain the features of your room?”
    • Guest orientation always includes instructions about
    the following:
    a. temperature control & emergency exits.
    b. technology information regarding internet access.
    c. power supply.
    d. introduce the SPA, Restaurants and Bar.
    e. Introduce Club services and advantages.
    Procedures
    4) Offer services
    • Ice will be offered to all guests or pre-set in
    room.
    • Whilst greeting arriving guests, the butler
    will offer complimentary pressing and
    shoeshine service.
    • During the rooming, the butler will offer to
    take coats and hang them in the closet.
    Procedures
    5) Leave the room
    • Make sure that all the guest’s questions
    have been answered and offer additional
    services.
    6) Follow up
    • All the guest’s requests need to be followed
    up with the appropriate departments.

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