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    Front Office Policy

    Uploaded by

    nilepharoah
    The document outlines front office policies and procedures for a Sheraton hotel, including: 1) Wake-up calls are to be handled warmly and delivered on time, with personal calls for elite members. Unanswered calls will be repeated after 5 minutes and investigated if still unanswered. 2) Check-in is to provide a welcoming experience, confirm guest preferences, verify payment and provide keys, aiming to impress. 3) Check-out options include folios under doors or automated methods. Associates are to provide an efficient but memorable departure, addressing any issues and thanking the guest.

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    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd

    Front Office Policy

    Uploaded by

    nilepharoah
    1K views3 pages
    The document outlines front office policies and procedures for a Sheraton hotel, including: 1) Wake-up calls are to be handled warmly and delivered on time, with personal calls for elite members. Unanswered calls will be repeated after 5 minutes and investigated if still unanswered. 2) Check-in is to provide a welcoming experience, confirm guest preferences, verify payment and provide keys, aiming to impress. 3) Check-out options include folios under doors or automated methods. Associates are to provide an efficient but memorable departure, addressing any issues and thanking the guest.

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    The document outlines front office policies and procedures for a Sheraton hotel, including: 1) Wake-up calls are to be handled warmly and delivered on time, with personal calls for elite members. Unanswered calls will be repeated after 5 minutes and investigated if still unanswered. 2) Check-in is to provide a welcoming experience, confirm guest preferences, verify payment and provide keys, aiming to impress. 3) Check-out options include folios under doors or automated methods. Associates are to provide an efficient but memorable departure, addressing any issues and thanking the guest.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    1K views3 pages

    Front Office Policy

    Uploaded by

    nilepharoah
    The document outlines front office policies and procedures for a Sheraton hotel, including: 1) Wake-up calls are to be handled warmly and delivered on time, with personal calls for elite members. Unanswered calls will be repeated after 5 minutes and investigated if still unanswered. 2) Check-in is to provide a welcoming experience, confirm guest preferences, verify payment and provide keys, aiming to impress. 3) Check-out options include folios under doors or automated methods. Associates are to provide an efficient but memorable departure, addressing any issues and thanking the guest.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 3
    At a glance
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    The key takeaways are the procedures for wake-up calls, check-in, and check-out at the hotel front desk.

    Wake-up calls are delivered within 5 minutes of the requested time in a warm and friendly manner. Personal wake-up calls are given to SPG Platinum guests, Premium Suite guests, and VIPs. Calls are repeated if unanswered.

    Associates should acknowledge guests, recognize loyalty members, confirm reservations details, verify payment methods, provide room keys, and leave a positive impression during check-in.

    Front Office Policy & Procedures

    -----------------------------------------

    1) Telephone Operator:

    -Wake-up call requests and delivery are available 24 hours per day/ 7 days a week.
    -Wake up call requests are handled in a warm and friendly manner reflecting the
    Sheraton

    Service culture using the Sheraton Tone of Voice and Language to include the
    following:

    - Welcome greeting.
    - Confirmation of the guest name, wake-up time, and room number.
    - Thoughtful closing remark
    - Wake-up calls are delivered within 5 minutes of the time requested.

    Wake-up calls are delivered in a warm and friendly manner reflecting the Sheraton
    service
    Culture using the Sheraton Tone of Voice and Language to include the following:

    - Thoughtful greeting, purpose of call and pleasant closing.


    - Time of day and the outside temperature or weather forecast (personal calls only).
    - Use of the guest's name (personal calls only).

    SPG Platinum guests, Premium Suite guests, and VIP guests receive personal wake-
    up
    Calls

    All unanswered wake-up calls will be repeated within 5 minutes. If call remains
    Unanswered after another 5 minutes, it is investigated by an associate.

    2) Check/In Procedures
    All front office stations are equipped to handle check-in, check-out, key validation,
    parking
    validation (where applicable) and monetary transactions.

    Posted check-in time is no later than 3PM, (15:00h) although guests are
    accommodated
    earlier when possible.

    Guests are asked to present a valid photo ID at check-in. Identification is requested


    of
    arriving guests to verify the name, but no information from the ID is photocopied or
    recorded, unless required by local law.
    Time waiting in line for check-in will not exceed three minutes.
    Associates provide a welcoming, efficient and genuine arrival experience for guests
    creating an emotional connection, a positive first impression and reflecting the
    Sheraton
    service culture using the following components:

    - Acknowledge the Guest by providing eye contact, smiling, using the guest's name
    (min.
    2 times) and welcoming the guest to the property saying "Welcome to Sheraton. May
    I
    have your name?"

    - Recognize SPG to determine if the arriving guest is a Starwood Preferred Guest


    Member, and remind them of benefits, such as upgrades and amenities.
    - Recap Preferences to ensure that the information in the guest profile is correct,
    update
    e-mail address and thank them for their loyalty.
    - Information in Reservation to confirm departure date, rate, room preference, early
    departure fees, and special requests etc.
    - Verify Method of Payment to obtain the proper method of payment
    - Acquire Keys for the guest (room numbers and rates are indicated in writing and not
    stated out loud)
    - Leave a lasting impression - the final opportunity to truly impress the guest.(offer
    luggage assistance, etc.)
    The local language, if not English, is used where appropriate.

    Messages, faxes and packages received prior to arrival are given to guest at check-
    in.

    3) Check/out Procedures:

    In accordance with local law, at least one of the following methods of check-out are
    offered:
    - Placement of folio under guestroom door overnight for guests due to depart. Folios
    are
    secured to protect guest's privacy.
    - Video or other automated check-out method. On request, the folio may be mailed,
    faxed or e-mailed as indicated within 24 hours of departure.
    (May not apply to select customer market segments.)

    Check-out time is no earlier than 12 noon (12:00h).


    Time waiting in line for check-out will not exceed three minutes.
    Associates provide a memorable and efficient departure experience to guests
    reflecting
    the Sheraton service culture using the following components:
    - Deliver a warm greeting (including eye contact and genuine smile)
    - Personally inquire about the guest's experience and offer a probing follow-up
    question if
    there is any indication that the guest was not completely satisfied
    - If a problem is indicated, follow the "Solutions that Connect" service recovery model
    - Inquire if guest received folio
    - Ask about settlement and any additional charges
    - Verify e-mail address
    - Present updated folio to guest, and re-swipe credit card if necessary, as per
    divisional
    SOP's
    - Use guest name
    - Offer luggage assistance
    - Thank the guest
    - End with invitation to return
    Guests are notified when after-departure charges are added to their account after
    checkout
    by sending a revised voucher and copy of the charge to the guest within 24 hours.

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