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    How To Handle Airport Pickup Service by The Concierge or Travel Desk?

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    Cheline nera
    The document provides guidelines for airport pickup services. It outlines steps for concierge or travel desk staff to follow, including printing arrival reports, checking flight statuses, updating estimated arrival times, holding signs with guest names at the airport, greeting guests by name, and informing the hotel concierge when departing the airport. The overall aim is to promptly meet all guests upon arrival to ensure their satisfaction.

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    How To Handle Airport Pickup Service by The Concierge or Travel Desk?

    Uploaded by

    Cheline nera
    617 views2 pages
    The document provides guidelines for airport pickup services. It outlines steps for concierge or travel desk staff to follow, including printing arrival reports, checking flight statuses, updating estimated arrival times, holding signs with guest names at the airport, greeting guests by name, and informing the hotel concierge when departing the airport. The overall aim is to promptly meet all guests upon arrival to ensure their satisfaction.

    Original Title

    HANDLING GUEST AT AIRPORT

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    The document provides guidelines for airport pickup services. It outlines steps for concierge or travel desk staff to follow, including printing arrival reports, checking flight statuses, updating estimated arrival times, holding signs with guest names at the airport, greeting guests by name, and informing the hotel concierge when departing the airport. The overall aim is to promptly meet all guests upon arrival to ensure their satisfaction.

    Copyright:

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

    How To Handle Airport Pickup Service by The Concierge or Travel Desk?

    Uploaded by

    Cheline nera
    The document provides guidelines for airport pickup services. It outlines steps for concierge or travel desk staff to follow, including printing arrival reports, checking flight statuses, updating estimated arrival times, holding signs with guest names at the airport, greeting guests by name, and informing the hotel concierge when departing the airport. The overall aim is to promptly meet all guests upon arrival to ensure their satisfaction.

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    © All Rights Reserved
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    How to Handle Airport Pickup Service by the Concierge or Travel Desk?

    Purpose of Airport Pickup Service SOP:

    The Concierge and Travel Desk team should make sure to do the right thing the first time and
    every single time especially when it comes to the airport pick up and drop requests.
    All guests should be promptly met and greeted upon arrival. The primary objective should be to
    avoid missed pick-up, control of vehicle usage and following the hotel pickup standards.

    The Front Office / Bell Desk / Concierge team should be ready to assist as good as possible in
    this process. Any request of the guest must be followed up in the correct way in order to ensure
    his/her satisfaction.

    Airport Baggage Lost and Found Standard Procedure:


    1. Getting the airport pickup report.
     Every morning and afternoon shift airport representative should print an airport pickup
    report from the PMS (Property Management System) / Hotel Software.

     Concierge or Travel desk team should double-check with the daily transportation control
    sheet.

     Always get the updated information for picking up of the guest.

     For reference check the hotel guest arrival airport.

    2. Upon arrival at the airport.


     Check airport limousine transfer status.

     Upon arrival on the airport, Airport Representative should check all the guest
    flight arrival time according to arrival report.

     Make sure all the ETA is updated as per the latest schedule.

     Every 30 minutes check the ETA and if there are any changes and update the same on the
    report if required.

     Avoid misunderstanding between reservation and transportation.

    3. Before flight landing.


     Every 30 minutes check the ETA and if there are any changes, update the arrival report
    and call back to the hotel to inform concierge on-duty staff.

     Prepare Placard / Paging Board / Airport Pickup Board with printed guest name and flight
    details clearly.
    4. Upon flight arrival.
     Ensure the limousine arrives at the airport 15 minutes prior to the flight arrival.

     Guest will be able to see his name and will be met upon arrival.

     Avoid airport representative missing the guest.

    5. Meet the guest.


     Hold the signboard in front of you at eye visible level and stand in front of the arrival
    gate to wait for the guest.

     Always maintain a smile and when a guest approached you, say: “Mr/Mrs, Welcome
    to……, Hope you had a nice flight".

     If more than one guest says "Hi Sir/Madam, May I have your name, please."

     After obtaining the guest name, must greet the guest by name.

     Clear visual and able to see all guests coming out from the arrival hall.

     Inform the Hotel Concierge team before starting from the airport.

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