STANDARD OPERATING PROCEDURE (SOP) On Queue or Wait Procedure – Front Office Departement
Dalam hotel diperlukan SOP ( Standard Operational Procedure) dalam menyelesaikan masalah dan melaksanakan tugas berikut adalah contoh STANDARD OPERATING PROCEDURE (SOP) On Queue or Wait Procedure – Front Office Departement dalam bahasa inggris yang bisa dipakai pedoman dalam bekerja di dalam sebuah hotel
Position : Guest Sevice Officer
Prepared by : Front Office Manager
Department : Front Office
Approved by : Resort Manager
Date : 23 October 2020
TASK : SOP On Queue or Wait Procedure
Purpose : To keep maintenance fo Operational running well and organise
“On Queue” or “wait” procedure will be applied when Guest arrives at the hotel and the room situation are not ready.
• While the guest is arrive and the room not ready, the normal registration procedure can be completed. And also inform the guest to return to the Front Desk to collect room key(s) when the room is ready.
• The GSO also had to inform the House keeping Depart about the Guest arrive in “wait” system , Then the HK Supervisor can prioritise wich room will prepare immediately for cleaning
• The GSO should inform the guest of the situation and advise The Guest as to the approximate length of time before the room is ready.
• The GSO can utilize this time to explain available services at the hotel to the guest, and also offer the guest a explaination with the situation outside the hotel
• The guest’s luggage should be safely stored by the Bellman and placed inside the Storage room when available. Please atthced the luggage with Out Luggage Tag, split the tag and give half with the Guest
• Never hand out keys to the blocked room to guest before the room is ready
• When the guest returns for the ready room, the Guest service associate should escort him/her to the room.
• If large numbers of “on Queue” are anticipated like in the groups, the Front Office Manager or Assistant, GSO, may available to waiting guests a wash and change rooms. An alternative would be to utilize the Business Centre /Concierge Lounge/pool side area for this purpose.
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