FRONT DESK
Operational Understanding
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Guest Interaction
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LOBBY / GUEST RELATIONS •
Guest Experience
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Coordination
GUEST SERVICES (Communication / Call Centre)
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Soft Skills and Body Language - •
ROYAL CLUB / EXECUTIVE LOUNGE
Operations
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CONCIERGE
Knowledge & Skills
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BELL DESK
Operations
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RESIDENCES
Understanding Operations
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What are the key check-in and check-out procedures followed here
How do we handle guest preferences and special requests
What are the different room categories
How do we update and manage guest profiles in the PMS - Opera/Ecobillz
What is no-shows and early departures
What is the procedure for late check-outs and early arrivals
How do we handle billing instructions and payment methods - Only Basics
What reports does the Front Desk generate at the end of the day - Basics
How do we address and resolve guest complaints at the desk - Demo at the briefiengs to be given
How do we upsell rooms or packages at check-in -Demo
What are the key standards for guest greetings and body language - 15/5 Rule
How to Guide ( offer directions ) Guests towards different events ( Especially Orbis and Skydeck)
How do we identify VIPs, repeat, and long-staying guests - Demo of all the reports we prepare
What are the standard arrival and departure experiences for VIP guests - Different Amenities to be shown
What is the role of the Guest Relations Executive and Guest Relations Manager
How do we coordinate with Housekeeping and In-Room Dining for guest amenities - Butler cordination to
be introduced
How do we collect and record guest feedback - Revinate to be explained plus online tracker
What are the recovery gestures we can offer for guest inconvenience - Situational based recoveries to be
informed ( Glitches to be shown and explained)
Which all welcome drinks we have and their recepie - Aujasya to be explained
How does Lobby host communicate with Front Desk, Concierge and Bell Desk - For the Guest Arrivals and
Guests Guest coming for MICE
How are group arrivals and departures handled - Basics , one of the days can be allocated at groups.
tion / Call Centre)
How are internal and external calls handled as per standards - LQA to be disccused
What is the call answering etiquette (timing, greeting, tone) - Process to be explained
How are wake-up calls and messages taken and delivered - As per LQA
How do we coordinate with Engineering or Housekeeping for guest complaints - Hotlynk Demo to be given
How do we log guest requests and track completion - Hotlynk Demo to be given
Basics to be explained
What differentiates Royal Club services from the main hotel?
What are the check-in/check-out procedures for Club guests?
How is the Club Lounge F&B service coordinated?
What privileges do Club guests receive (meeting room use, evening cocktails, etc.)?
How do we manage guest recognition and personalization here?
What are the core services offered by Concierge .
How do we make restaurant reservations, transport arrangements, and sightseeing plans.
What is the standard response when we don not immediately know an answer ( How to offer alternative
also to be discussed )
How do we handle lost and found items in lobby
What is the luggage handling procedure at check-in and check-out.
How are left luggage items tagged and stored - LLR register to be shown
How is coordination done for airport pick-up and drop services
How do we handle group luggage arrivals
How do residence operations differ from hotel rooms.
How are guest/stay profiles managed for long-term guests
How do we handle billing and maintenance requests for residents
What are the key touchpoints for guest engagement in Residences
How does Housekeeping and Engineering coordination differ in Residences
Round of Residence lobby
How do we build rapport with long-stay guests without being intrusive?