How to handle guest luggage upon departure

• ·         GSA should offer assistance if there any guest going to check out and they still have luggage in the room. Communicate with Housekeeping if needed.

• ·          If guest ask the luggage to be stored, tag the luggage (guest name, room number and put mark c/o).

• ·         Put the luggage at luggage store with carefully, if there any fragile item, GSA should put aside and mark “fragile”

• ·         If guest is leaving the hotel immediately after completing the check out process, GSA shall ask to the guest whether they need horse cart or not. Please call horse cart operator if guest need one.

• ·         Assist guest by loading the luggage to the horse cart and help guest to get in to the horse cart.

• ·         Leave lasting impression. GSA shall farewell guest and thank to the guest for have stayed with us, with guest to stay with us in the near future.

How To Handle Check In Using ARRIVAL Methode

• Front office staff should be able handle check in timely and friendly manner

To provide timely and friendly manner GSA should be follow ARRIVAL method for check in process.

A for Acknowledge guest.

GSA shall acknowledge guest using 10 to 5 rules. GSA should be acknowledge guest within 10 feeds with smile and eye contact and greet the guest within 5 feeds (good morning sir/mam,, how can I help you?). Please greet guest by name if you have know their name.

·         R for Recognize guest.

GSA shall recognize guest, offer as assistance, eye contact and smile.

·         R for Re inform Reservation.

GSA shall re inform guest reservation (length of stay, room rate, type of the room, email address, deposit payment) and ensure all are correct.

·         I for Information guest preference.

GSA shall inform guest preference (bedding type, baby cot, extra bed, connecting room, etc).

·         V for Verify method of payment.

GSA shall verify method of payment to the guest upon arrival to ensure we have correct detail of the payment (credit card or cash).

·         A for Acquire key.

Once registration process finish and the room ready, GSA acquire the room key to the guest.

·         L for Leave Lasting Impression.

GSA shall provide Leave Lasting Impression to the guest before guest go to their room with friendly manner (Mr. Nigel, have a great experience stay with us…) and keep eye contact and smile.