Professional Documents
Culture Documents
Objective:
Key to success:
Self discipline
Punctual
Courteous
Professional Attitude
Communicative
Helpful
Attention to detail
Alertness
Innovative
Well groomed
Honesty
Team work
PERSONAL GROOMING
DEPORTMENT
Uniforms
1. Must be neat and well pressed.
2. Must be clean and spotless.
3. Well maintained, no patches and missing part e.g. buttons.
4. Buttoned up and hooked as designed.
5. Clean and unscratched name tag to be worn.
Footwear
1. Plain black colored shoes or polish able leather only. Open toed
shoes, sling back shoes and moccasin are not permitted.
2. Covered heeled ladies court shoes with 5cm heels.
3. Must be well maintained, clean and good condition.
Accessories
1. Continental watch only, no fancy designed or colored watches
allowed (e.g. Swatch).
2. One pairs of studded earring not bigger that 1cm in diameter.
Nose studs and earlobe clips are not allowed.
3. Maximum 2 rings allowed. Wedding band and engagement tings
only.
4. All accessories worn e.g. watch, ring, earring and necklace must
be in conservative design and presentable.
Hair
1. Neat clean and professional looking. Punk hairstyles and coloring
of hair is note permitted.
2. Fingers must be neat and just touching eyebrows.
3. Short hairstyles length or shorter must be styled and keep away
from face.
• When you start to open the manual before starting the training
ask her is she has an idea about what is Guest Relation, and
what makes her interested to work in the department.
• Read the job summary thoroughly, ensure she is clear with the
information.
Guest will be happy if they are being recognized, they will feel
that they are important, special touch, etc.
Because in this part after the guest lest the hotel, guest will
remember that the hotel staffs are very friendly, courteous and
helpful, this going to be good reputation for the hotel.
Base on our report (A22. VIP arrival by time & remark show
sample the arrival by time) the airport representative will call
the GRO and inform us that this guest is already on the way to
the hotel, GRO must ask, what type of car, the plat number
and how long ago the guest has left the airport.
Around 40 minutes after the call, GRO see the car stop in the
front, GRO to walk out from the entrance and fetch the guest,
greet the guest and escort the guest straight to the room to do
the in room check-in.
4. For all other arrivals, ensure the are escorted to the room
(after check-in formalities have been completed) and
roomed.
Hotel standard not only taking care for the VIP guest but the
entire guest who come here will get the same courteous and
friendly service. To achieve this task, GRO's duty is to escort
the entire guest to the room and help the guest to fill up the
Registration Card in the counter.
5. Review current arrivals list and are familiar with it on a
daily basis.
All GRO must know how to read the arrival list trough our
report, to update it to follow it p, which all will be explained in
the task in detail.
Usually Reservation will call GRO for the additional VIP on day
arrival, GRO is responsible to request the amenities for them,
print the Registration Card, to inform Housekeeping to do the
dusting and for VVIP guest the GRO must inspect the room.
It a must for the GRO to know all the facilities in our hotel,
hotel's promotion and also to know the to go around the
town, GRO must know or give suggestion to the guest which
are the interesting place to go.
Courtesy calls is done by late shift GRO, usually asking for the
guest's feedback to how they fill during his/her stay in the
hotel, offering assistance, and record it in the courtesy calls
book. This task will be discussed on the task in detail.
1. VIP Determination
Explain in detail the VIP code and amenities for VIP. The VIP
code is based for market segmentation, so then every month
sales could make statistic to know how many percent of each
code come in to our hotel.
10.Escorting guest
Inform the important points e.g. GRO must walk in the front of
the guest (to lead the guest) but when entering the lift or walk
out the lift should let the guest first, meanwhile to explain the
most updated hotel information etc.
12.Handling complaints
One of the most tasks that GRO have to do is handling
complaints.
Never frighten with the complaints, the more we are facing the
complaints, the more confident we are going to be, so don’t be
afraid as long as you are based on the procedure you will
handle it professionally. When filling up the complaint book,
GRO have to write the company name and also the check-out
date.
18.Lobby Positioning
Familiar with the lobby area and the GRO table has to be
manned from 07.00Hrs until 23.00Hrs.
19.Product Knowledge
To be professional GRO of course have to know all the product
we have, all facilities, opening time, room rates, how many
rooms we have etc. also we have to know who are the name of
the GM, EAM, our Chef, etc.
20.Bidding Farewell
It's important that GRO stay courteous not only when guest
arrive, and in house, but we are also give a courtesy when the
guest check-out. Greet the guest and thanking them for staying
with us and wish see them again in the future.
21.Basic check-in and updating
All GRO must know how to do the basic check-in and updating,
especially if she see the reception are too busy in the counter,
she has to help them by helping the guest check-in, explain
briefly the important points, and escort them to the room.
22.Basic Reservation
It is important to have knowledge in reservation, as GRO might
be required to handle of make a reservation on guest behalf.
23.Telephone Technique
Ensure to be professional in this task, as voice tone is obviously
shown the character of the GRO. Telephone must be answered
within 3 rings greet the caller, inform the department / section
you are in, and offer assistant e.g.
24.Courtesy call
One of the GRO in-charge in afternoon shift will do the courtesy
call, this one of the way also to give an attention by offering
assistance to the guest and get the guest's feedback. Don’t
forget to write the conversations in the guest comments book.
27.Guest Messages
Guest message has to be taken properly and repeat it again to
ensure that we got the message clearly. If we have to write
message, write in a good handwriting and ensure the tidiness
of the written message. It also be typed if you think it looks
nicer.
28.Product up-selling
Whenever get a chance, GRO have to up-sell the hotel product,
as GRO will have more chance to chat with the guest, and at
this point, GRO have to be professional to know the product
knowledge in the hotel. Is all for staff benefit, as more profit
the hotel earn, staff will have more service point?
GUEST RELATION CHECK LIST
PREPARATION
The preparation at Front Desk must be done by GRO assist by
Section concern with under supervision of FOM. The preparations
are as follow:
Flower ( to Housekeeping )
2nd After the room has been cleaned, to see if there is any
defect or not working then we still have time to follow up with
department concern.
Note: use Room Check List when you do the inspection at the 1 st
and the 2nd time.
6. Prepare the Registration Card and other collateral needed for VIP
check in standard such as :
Any gift need to be put in the room must be put on the pillow
in the bed room.
NOTE:
The above activities must be done one day before. In case
there is last minute VIP it must be done soon and maintain the
effective communication with other Department or Section.
THE DAY OF ARRIVAL
The check in process must be done in the rooms which are set up
already with the Registration Card and other amenities inside.
GRO is full responsible for check-in the VIP with under supervision
from FOM.
1. Check with Bell Captain regarding the pick up transfer, check the
condition or the car, was it clean, fresh and comfortable.
2. Check with F&B regarding the Welcome drink and Cool Towel are
ready to serve.
3. Double check the room after F&B set up the amenities, to make
sure the room is ready for check in. ( it's point from PREPRATION
no:3/3rd Inspection )
7. Ten (10) minutes before arrive at hotel all respective staffs are
stand by at Main Entrance to welcome the VIP.