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    (CL-001) Club Lounge - Guest Service

    Uploaded by

    hhamid459
    Training - Club Lounge - Guest Service

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    (CL-001) Club Lounge - Guest Service

    Uploaded by

    hhamid459
    7 views2 pages
    Training - Club Lounge - Guest Service

    Copyright

    © © All Rights Reserved

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    DOCX, PDF, TXT or read online from Scribd

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    Training - Club Lounge - Guest Service

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    7 views2 pages

    (CL-001) Club Lounge - Guest Service

    Uploaded by

    hhamid459
    Training - Club Lounge - Guest Service

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Standard Operating Procedures Front Office

    Department

    SOP Title Guest Service SOP Code CL-001


    Department Front Office Section Club Lounge
    Issue Date Jan. 1st, 2021 Effective Date Jan. 1st, 2021
    Retaj Hotels and
    Hospitality - Business
    Chief Executive
    Issued By Development Approved By
    Officer
    Committee & F.O
    Committee
    Applicable
    City Hotel √ Resort √ Apartment √
    to
    Policy & Objectives:
    The Food and Beverage service should be provided in the Club Lounge in
    compliance with the hotel service standards.

    Procedures:
    1) The guest should be approached within one minute of arrival to the Club
    Lounge.
    2) The team member receiving the guest should maintain eye contact with the
    guest, smile and greet the guest with the proper day greeting – Good
    Morning, Afternoon Evening.
    3) Welcome the guest to the Club Lounge and use the guest name whenever
    possible throughout the interaction with the guest.
    4) Inform the guest of the service times in the Club Lounge if the guest is not
    familiar with them or if it is his first time in the Club Lounge.
    5) If the Club Lounge waiter or waitress is busy with another guest, he should
    acknowledge guest arrival and let them know he will be serving them
    momentarily.
    6) If the guest chooses to go to the buffet, the waiter should unfold their napkins
    at the table and remove any extra tableware.
    7) When receiving a group of guests, the waiter should pull the chairs for ladies
    first, if more than one lady is present, pull the chair for the most mature lady,
    followed by others.
    8) If the group consists of gentlemen only, pull the chair for them and you may
    start with the most senior gentleman in the group first.
    9) The waiter should always serve food and beverage items using a tray. No
    service without a tray is permitted at the Club Lounge.

    SOP: CL-001 – Guest Service Page


    1 of 2
    Standard Operating Procedures Front Office
    Department

    10) The waiter should serve food and beverage items from the right hand-side of
    the guest, whenever possible and remove any glassware, chinaware or
    silverware from the right hand-side of the guest as well.
    11) Whenever trying to re-fill beverage items, glasses should be refilled when it is
    1/3 full and should be refilled from the right hand-side of the guest.
    12) The guest table should be serviced on a timely manner. All soiled dishes,
    cups, glasses or silverware should be removed instantly to make the guest
    experience more comfortable.
    13) If the guests are sitting in a smoking area, the ashtray on the table should be
    checked and replaced frequently. The waiter should replace the ashtray when
    it has 3 cigarette butts.
    14) If the guest would order items from a la carte menu, the waiter should
    present the cheque to the guest before their leave the Club Lounge area.
    15) The cheque should be clear, printed and include all the details of the guest
    order. The cheque should be presented in a clean leather folder with the
    hotel logo.
    16) The guest may choose to sign the charges to their room if they are guests in-
    house or they may choose to pay in cash or credit card. If the guest signs the
    cheque, the waiter should check the system to make sure the guest is signing
    to the proper guestroom and compare the signature on the cheque to the
    guest signature on the system.
    17) If the guest chooses to pay in cash, the waiter should collect the money,
    compare to the cheque, close the cheque on the system and return any
    change to the guest, if any.
    18) Upon guests leaving the Club Lounge, the waiter or Club Lounge attendant
    should thank guests for their visit and ask them to come back again.
    19) The used table should be cleaned of any debris, all soiled tableware removed
    to the back area and the table top cleaned and polished.
    20) The entire table and chairs should be disinfected with an alcohol-based
    disinfectant as precautions during the Covid-19 pandemic.

    SOP: CL-001 – Guest Service Page


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