✅ SOP Title: Guest Check-In Procedure

Department: Front Office
Objective:
To ensure a smooth, efficient, and welcoming check-in experience for all guests, while collecting accurate information and adhering to hotel policies.

Scope:
Applicable to all Front Office associates responsible for handling guest arrivals at the reception.

Responsibilities:

• Front Desk Agent

• Duty Manager

• Concierge (for luggage coordination)

Materials/Tools Needed:

• Property Management System (PMS)

• Registration Card

• Room Key/Card

• ID/Passport Scanner (if available)

• Welcome Folder (Wi-Fi info, amenities, etc.)

Procedure Steps:

1. Greet the Guest:

   • Stand up, smile, and warmly greet: “Good [morning/afternoon], welcome to [Hotel Name], how may I assist you today?”

2. Verify Reservation:

   • Ask for booking name or ID.

   • Search in the PMS system.

   • Confirm stay dates, room type, and rate.

3. ID Verification:

   • Request valid government-issued ID/passport.

   • Verify identity and scan/store as per policy.

4. Registration & Payment:

   • Complete registration form digitally or manually.

   • Confirm payment mode and collect advance if required.

   • Swipe or authorize credit card as per hotel policy.

5. Room Assignment:

   • Assign clean, ready room based on reservation.

   • Code or issue key card.

   • Update PMS with room number and check-in time.

6. Guest Information Briefing:

   • Provide room number discreetly.

   • Explain breakfast hours, Wi-Fi info, hotel facilities, etc.

   • Offer help with luggage if needed.

7. Thank & Escort/Guide:

   • “Thank you, Mr./Ms. [Name]. Enjoy your stay with us.”

   • Call Bell Desk or direct guest to elevators as per lobby setup.

Safety/Compliance Notes:

• Never disclose room number aloud in public.

• Ensure scanned ID complies with data protection laws.

• Be aware of blacklist/VIP alerts in PMS.

Documentation/Records:

• Registration card stored (physical/digital)

• ID copy saved as per policy

• Payment mode recorded in PMS

Review Date:

• Reviewed every 6 months or after major PMS update

✅ SOP Title: Guest Check-Out Procedure

Department: Front Office

Objective:
To ensure a smooth, accurate, and courteous guest check-out process while verifying charges, collecting feedback, and maintaining a positive final impression.

Scope:
Applicable to all Front Desk staff responsible for handling guest departures.

Responsibilities:

• Front Desk Agent

• Duty Manager

Materials/Tools Needed:

• Property Management System (PMS)

• Guest Folio

• Payment Terminal / POS System

• Feedback Form / Digital Survey Access

Procedure Steps:

1. Greet the Guest

   • Smile and say: “Good morning/afternoon, Mr./Ms. [Name]. Are you checking out today?”

2. Verify Room Details

   • Ask for the room number or guest name.

   • Confirm identity (via ID or room number & booking name).

3. Review the Folio

   • Open the guest’s folio in PMS.

   • Go through all charges (room, minibar, restaurant, taxes) clearly with the guest.

4. Address Discrepancies

   • If the guest questions any charge, politely investigate.

   • Involve the Duty Manager if the issue cannot be resolved quickly.

5. Collect Payment

   • Confirm payment method (cash/card).

   • Settle the bill and provide an official receipt.

   • For corporate guests, ensure billing instructions are followed.

6. Update the PMS & Notify Housekeeping

   • Mark the room as “Checked Out” in PMS.

   • Inform Housekeeping to clean and reset the room.

7. Request Feedback

   • Ask, “How was your stay with us?”

   • Encourage verbal feedback or offer a feedback form/digital link.

8. Thank the Guest

   • Say: “Thank you for staying at [Hotel Name]. We hope to see you again soon!”

9. Coordinate with Bell Desk (if needed)

   • If the guest needs help with luggage or transport, notify the bell team.

10. Document Filing

• Save or print folio and payment confirmation.

• File according to hotel’s documentation standards.

Safety/Compliance Notes:

• Do not reveal guest billing info publicly.

• Confirm all payments are completed before releasing the guest.

• Report any uncollected charges or irregularities to the Duty Manager.

Documentation/Records:

• Guest Folio

• Payment Receipt

• Feedback Form or record

Review Date:

• Reviewed every 6 months or upon any PMS or policy changes.

✅ SOP Title: Reservation Handling Procedure

Department: Front Office

Objective:
To ensure all reservations are handled professionally, efficiently, and accurately, while maximizing room occupancy and revenue, and providing personalized guest service.

Scope:
This SOP applies to all Front Office staff, including Reservation Agents and Front Desk personnel responsible for managing and processing guest reservations.

Responsibilities:

• Reservation Agent

• Front Desk Agent

• Duty Manager

Materials/Tools Needed:

• Property Management System (PMS) or CRS

• Telephone/Email Communication Tools

• Booking Channel Interface (e.g., OTA, GDS, Website)

• Guest Profile Database

Procedure Steps:

1. Receiving the Reservation Request

   • Accept requests via phone, email, OTA, GDS, or website.

   • Greet the guest courteously and record full guest details.

2. Verify Availability

   • Check room availability in the PMS for requested dates and room type.

   • Offer alternative options if the preferred choice is unavailable.

3. Quote Rates and Conditions

   • Inform guest of applicable rates, taxes, meal plans, cancellation policy, and any promotions.

   • Maintain rate parity and follow revenue management guidelines.

4. Record Reservation Details

   • Input accurate guest data including:

     • Full name

     • Contact information

     • Nationality

     • Special requests

     • Payment method (guaranteed or tentative)

5. Confirm Booking

   • Provide confirmation number or code.

   • Send email or SMS confirmation, including check-in/check-out dates, rate, policies, and hotel contact.

6. Update Guest Profile

   • Check for existing profile; update or create new if needed.

   • Note guest preferences (e.g., room type, amenities, floor, repeat visit).

7. Handle Modifications/Cancellations

   • Amend or cancel bookings per guest request and cancellation policy.

   • Send updated confirmation or cancellation email.

8. Coordinate with Other Departments (if needed)

   • Notify Sales, Housekeeping, or Concierge for special arrangements (e.g., VIP arrival, honeymoon setup).

9. Maintain Communication Log

   • Document all verbal or written interactions for future reference.

10. Daily Reservation Review

• Conduct daily checks of upcoming arrivals and special requests.

• Ensure all guaranteed bookings are reconfirmed 1–2 days in advance.

Safety/Compliance Notes:

• Protect guest information under data privacy laws.

• Do not share guest details or booking data with unauthorized parties.

• Follow hotel policy for credit card handling and deposits.

Documentation/Records:

• Reservation entry in PMS

• Confirmation email/message copy

• Guest profile and notes

Review Date:

• To be reviewed every 6 months or after a PMS/channel manager system update.

✅ SOP Title: Room Assignment & Key Control

Department: Front Office

Objective:
To ensure proper allocation of rooms based on guest preferences and booking details, while maintaining strict control and security over room keys.

Scope:
This SOP applies to all Front Office staff responsible for assigning rooms and handling key/card issuance during check-in and internal operations.

Responsibilities:

• Front Desk Agent

• Duty Manager

• IT/Systems (for digital key management if applicable)

Materials/Tools Needed:

• Property Management System (PMS)

• Room Status Report

• Key/Card Encoder

• Guest Profile Data

• Physical/Digital Room Key Inventory Log

Procedure Steps:

1. Check Room Readiness

   • Refer to the Room Status Report in the PMS to confirm room is cleaned, inspected, and marked as “Vacant & Ready”.

   • Verify any maintenance holds or out-of-order tags.

2. Match Guest Preferences

   • Review guest profile or reservation notes for preferences (e.g., bed type, non-smoking, floor level, view).

   • Prioritize loyalty members, VIPs, and repeat guests for preferred rooms.

3. Assign Room in PMS

   • Select appropriate room from available inventory.

   • Confirm rate plan, occupancy, and dates.

   • Assign room number in PMS.

4. Encode Room Key/Card

   • Use electronic encoder to program key card with accurate stay duration.

   • Verify functionality before handing over.

   • For physical keys, record issuance in manual/digital key register.

5. Issue Key to Guest

   • Provide room key discreetly, without announcing room number publicly.

   • Hand over any additional key cards or access cards (e.g., lift, pool, lounge).

   • Offer orientation on key usage if required.

6. Room Change Handling

   • If guest requests a different room, update PMS and re-encode new key.

   • Block previous room and cancel its key for security.

7. Master Keys & Emergency Keys

   • Keep master keys secured under Duty Manager or Security supervision.

   • Use only for emergency or authorized inspections and log usage details.

8. Lost Key Procedure

   • Verify guest ID and re-issue a new key card.

   • Invalidate old key immediately in PMS system.

9. Daily Reconciliation

   • Review daily room assignment vs. occupancy report.

   • Ensure no unauthorized key logs or access anomalies.

10. Secure Key Storage

• Store backup keys, master keys, and key encoders in locked cabinets with restricted access.

Safety/Compliance Notes:

• Never announce room numbers aloud at the front desk.

• Never issue keys without guest identity verification.

• Immediately invalidate lost or returned keys.

Documentation/Records:

• Room Assignment Logs (PMS)

• Key Issuance Log (Manual or Digital)

• Master Key Usage Record

Review Date:

• Reviewed every 6 months or after system upgrade or security policy update.

✅ SOP Title: Handling Guest Complaints

Department: Front Office

Objective:
To ensure all guest complaints are handled promptly, professionally, and empathetically, aiming to resolve issues effectively while preserving guest trust and satisfaction.

Scope:
Applies to all Front Office and Guest Relations staff who may receive or manage guest complaints during their stay.

Responsibilities:

• Front Desk Agent

• Guest Relations Officer (if available)

• Duty Manager

• Department Head (if escalation required)

Materials/Tools Needed:

• Guest Complaint Logbook or CRM System

• Service Recovery Tools (e.g., voucher, amenity, upgrade options)

• Communication Devices (phone, email)

• Guest Feedback Form

Procedure Steps:

1. Listen Actively and Calmly

   • Maintain eye contact, show concern, and let the guest speak without interruption.

   • Take notes if necessary to understand the full issue.

2. Acknowledge and Empathize

   • Use empathetic phrases like:
     “I understand how that must have been frustrating for you.”
     “Thank you for bringing this to our attention.”

3. Apologize Sincerely

   • Apologize even if the problem was not caused by the hotel:
     “I’m truly sorry for the inconvenience caused.”

4. Clarify the Details

   • Ask polite follow-up questions to fully understand the complaint.

   • Confirm the facts before proceeding.

5. Take Immediate Action

   • Resolve the issue if it is within your authority (e.g., change room, offer late check-out, send housekeeping).

   • If not, escalate to the Duty Manager or appropriate department immediately.

6. Offer a Solution or Recovery

   • Based on the severity, offer a form of service recovery (e.g., room upgrade, complimentary service, F&B discount, written apology).

   • Ensure the guest feels heard and compensated fairly, if applicable.

7. Follow Up with the Guest

   • Check back with the guest within a few hours to confirm the issue is resolved.

   • If escalated, the Duty Manager or Guest Relations Officer should personally follow up.

8. Log the Complaint

   • Record all complaints in the Guest Complaint Logbook or CRM, including:

     • Guest name & room number

     • Nature of the complaint

     • Actions taken

     • Resolution date/time

     • Staff involved

9. Report for Analysis

   • Submit daily complaint summary to Front Office Manager and GM.

   • Analyze trends monthly for service improvement.

10. Train Staff Regularly

• Conduct role-play and service recovery training at least quarterly.

Safety/Compliance Notes:

• Never argue with the guest.

• Maintain confidentiality of sensitive complaints.

• Use professional tone at all times—even if the guest is aggressive.

Documentation/Records:

• Guest Complaint Log

• Service Recovery Form (if used)

• Internal Incident Report (if required)

Review Date:

• Reviewed every 6 months or following a recurring issue pattern.

✅ SOP Title: Wake-Up Call Procedure

Department: Front Office
SOP Number: FO-OPS-003
Prepared by: Hotel Hosting BD
Effective Date: [Insert Date]
Version: 1.0

1. Objective:

To ensure timely and accurate wake-up calls are delivered to guests as requested, maintaining a high level of guest satisfaction and service reliability.

2. Scope:

This SOP applies to all front desk personnel responsible for handling and executing guest wake-up call requests in the hotel.

3. Responsibility:

• Front Office Associates / Receptionists

• Night Shift Duty Staff

4. Procedure Steps:

1. Receiving a Wake-Up Call Request:

   • Politely acknowledge the request from the guest.

   • Confirm the requested wake-up time (mention AM/PM clearly).

   • Record the request in the Wake-Up Call Logbook or PMS Wake-Up Module.

   • Reconfirm the guest name and room number.

2. Setting the Wake-Up Call:

   • Use the hotel’s Property Management System (PMS) or telephone system to schedule the wake-up call automatically.

   • If the system is manual, set a reminder alarm or mobile alert to initiate the call manually.

3. Executing the Wake-Up Call:

   • Call the guest exactly at the requested time.

   • Use a polite and clear voice. Example script:
     “Good Morning, this is your wake-up call from the Front Desk. The time is now [Time]. We hope you have a pleasant day.”

4. Failure to Answer:

   • Wait for 30 seconds and retry once.

   • If the guest does not answer on the second attempt, inform the Duty Manager.

   • A staff member (preferably with security or a manager) may be sent to knock on the guest’s door if necessary.

5. Logging the Call:

   • Mark the call as “Completed” in the log/PMS.

   • Note any failures or follow-ups taken.

5. Service Standards:

• Calls must be punctual within ±2 minutes of the requested time.

• Tone must be polite, calm, and clear.

• Any delay or missed calls must be reported to the Front Office Manager.

6. Records to Maintain:

• Wake-Up Call Logbook or PMS Logs

• Incident report for missed or delayed calls (if any)

7. Safety & Confidentiality:

• Never disclose guest details during or after the call.

• Ensure the call is made privately and respectfully.

✅ SOP Title: Night Audit Process

Department: Front Office
SOP Number: FO-OPS-004
Prepared by: Hotel Hosting BD
Effective Date: [Insert Date]
Version: 1.0

1. Objective:

To define a standard procedure for performing the night audit to ensure all financial transactions and guest records are accurately reconciled, documented, and closed for the business day.

2. Scope:

This SOP applies to the Night Auditor or Front Office personnel assigned to perform the night audit during the overnight shift.

3. Responsibility:

• Night Auditor / Front Desk Night Staff

• Supervised by Front Office Manager / Accounts Department

4. Procedure Steps:

A. Preparation Before Audit:

1. Check Front Desk Status:

   • Verify that all check-ins, check-outs, and room moves are updated in the PMS.

   • Ensure all transactions for the day are posted (room charges, F&B, laundry, etc.).

2. Balance Cash Drawer:

   • Count cash float.

   • Reconcile cash and credit card transactions with PMS records.

B. Running the Night Audit:

3. Post Charges Automatically:

   • Post remaining room charges, service charges, and taxes for all occupied rooms.

4. Verify Departures & No-Shows:

   • Confirm all scheduled departures have checked out.

   • Mark any unoccupied rooms as “No-Show” and apply applicable charges if policy permits.

5. Verify In-House Guests:

   • Cross-check the in-house guest list with room status.

   • Rectify any discrepancies between housekeeping and PMS.

6. Print Night Audit Reports:
   Typical reports to print or export include:

   • Room Revenue Report

   • Cashier Summary

   • Guest Ledger Report

   • Arrival/Departure List

   • Complimentary and House Use Room Report

   • No-Show and Cancellation Report

   • POS Revenue Summary (if applicable)

7. Backup Data:

   • Perform system backup as per IT/Security Policy.

   • Save reports digitally (if applicable) and/or in physical audit files.

C. Shift Closing Tasks:

8. Log Activities in Audit Logbook:

   • Note the time audit started and completed.

   • Record any discrepancies or incidents.

9. Handover Notes:

   • Prepare handover for the morning shift.

   • Mention any pending tasks or follow-up requirements.

10. Secure Audit Files:

• Place printed reports and cash drop in designated safe box or submit to accounts as per protocol.

5. Service Standards:

• Night audit must be completed before 06:00 AM.

• Accuracy in posting, reconciliation, and reporting is mandatory.

• Any anomaly must be reported to the Front Office Manager and/or Finance Controller.

6. Records to Maintain:

• Daily Night Audit Reports

• Cashier Summary Reports

• Night Audit Logbook

• Cash Drop Register

7. Safety & Security:

• The cash drawer and audit reports must be handled securely.

• Access to audit reports and financial data must be restricted to authorized personnel.

✅ SOP Title: VIP Guest Handling Procedure

🏨 Department: Front Office

👤 Prepared for: Front Office Associates, Guest Relations Officers, Duty Managers

📄 Objective:

To ensure personalized, seamless, and high-standard services are provided to VIP guests, enhancing their experience and satisfaction throughout their stay.

🔧 Standard Operating Procedure:

1. Pre-Arrival Preparation

• Obtain VIP arrival list from the Sales & Marketing / Reservations / GM’s Office.

• Identify VIP level (e.g., VIP 1 – VVIPs like owners, celebrities; VIP 2 – high corporate clients; etc.).

• Allocate premium or pre-blocked rooms as per preference.

• Place VIP amenities in the room (e.g., welcome fruit basket, flowers, personalized note).

• Coordinate with Housekeeping and Room Service to ensure everything is in top condition.

• Inform all relevant departments (F&B, Housekeeping, Security, GM Office).

2. Arrival Experience

• Assign a dedicated Guest Relations Officer or Duty Manager to welcome the VIP guest.

• Offer a cold towel and welcome drink upon arrival (if applicable).

• Avoid regular check-in queue — complete check-in either in-room or at a dedicated lounge.

• Ensure luggage is promptly handled and delivered to the correct room.

3. During Stay

• Provide personalized service, including preferred newspaper, meal preferences, etc.

• Regular follow-ups by GRO or Duty Manager to ensure satisfaction.

• Inform relevant departments of any special instructions (e.g., dietary restrictions, wake-up calls, transport needs).

• Avoid room shifts or disturbances unless explicitly requested by the guest.

4. Departure Experience

• Offer late check-out or complimentary service (if allowed by hotel policy).

• Arrange transport or airport transfer with preferred vehicle (if pre-informed).

• Thank the guest personally with a farewell letter/card from GM or Duty Manager.

• Ensure all pending dues are discreetly settled.

5. Post-Stay Engagement

• Share feedback form and record comments.

• Send a thank-you email or letter with future offers or loyalty benefits.

• Update CRM with preferences, visit history, and remarks for future reference.

✅ Documentation & Records

• VIP Guest Tracking Sheet

• Welcome Letter Template

• Feedback Form

• CRM Profile Update Sheet

🎯 Performance Indicators

• VIP satisfaction scores

• Number of return visits from VIPs

• Incident-free VIP handling records

• Staff adherence to VIP checklist

✅ SOP Title: Lost & Found Coordination

🏨 Department: Front Office

👤 Applicable For: Front Office Associates, Duty Managers, Housekeeping, Security

📄 Objective:

To ensure all lost and found items are properly recorded, stored, and returned to rightful owners promptly and securely, following a standardized and ethical process.

🔧 Standard Operating Procedure:

1. Discovery of Lost Item

• Any item found in guest rooms or hotel premises must be immediately reported to the Housekeeping Supervisor or Front Desk.

• The finder should not attempt to return the item personally to a guest.

2. Initial Documentation

• Fill out the Lost & Found Register/Form with:

  • Date & Time

  • Location item was found

  • Description of the item

  • Found by (Name & Department)

• Assign a unique item reference number.

• Take a photo (if applicable) and attach to the report.

3. Item Handling & Storage

• Valuables (e.g., cash, jewelry, electronics) should be handed over to the Duty Manager or Security and stored in the hotel safe.

• Non-valuable items (e.g., clothing, books, chargers) to be stored in the Lost & Found Locker in Housekeeping.

• Perishable items (e.g., food) should be discarded after 24 hours if not claimed.

4. Claiming by Owner

• If a guest contacts to claim an item:

  • Verify identity (e.g., past stay details, item description).

  • Guest must fill out and sign a Claim Acknowledgment Form upon collection or authorise someone in writing if collecting on their behalf.

• If the item is to be couriered:

  • Get written request from guest including mailing address.

  • Pack securely and send via trackable courier.

  • Shipping cost to be borne by guest unless otherwise approved.

5. Unclaimed Items

• Hold non-valuable items for 3 months; valuables for 6 months.

• After the holding period:

  • Items may be donated, discarded, or auctioned (as per hotel policy).

  • Update the Lost & Found Log accordingly.

✅ Documentation & Records

• Lost & Found Register / Digital Entry

• Claim Acknowledgement Form

• Item Photo Records

• Courier Dispatch Slip (if applicable)

🎯 Performance Indicators

• Number of successfully returned items

• Guest feedback related to lost item recovery

• Accuracy and timeliness of entries in the Lost & Found log

✅ SOP Title: Telephone Etiquette

🏨 Department: Front Office

👤 Applicable For: Front Office Associates, Telephone Operators, Guest Service Agents

📄 Objective:

To ensure all incoming and outgoing telephone communications are handled with professionalism, courtesy, and consistency, reinforcing the hotel’s image and providing excellent guest service.

🔧 Standard Operating Procedure:

1. General Telephone Answering Standards

• Answer all calls within 3 rings.

• Use a polite and friendly tone.

• Always begin with the hotel’s standard greeting.
  Example:

  “Good [Morning/Afternoon/Evening], Thank you for calling [Hotel Name], this is [Your Name], how may I assist you?”

• Smile while speaking—your tone reflects it.

2. Handling Internal Guest Calls

• Respond promptly and courteously.

• Confirm the guest’s name and room number if necessary.

• Repeat requests to confirm understanding.

• Provide clear timelines for assistance or service delivery.

3. Handling External Calls

• If the caller requests a guest:

  • Verify guest privacy status (Do Not Disturb, Confidential Guest).

  • Never disclose guest room numbers or any personal information.

  • Transfer only after confirmation of guest consent or availability.

• For inquiries or reservations, follow the appropriate script and protocol.

4. Transferring Calls

• Inform the caller before transferring.

• Say:

  “I will now transfer your call to [Department/Person], please hold the line.”

• Ensure the target extension is available before transferring (use warm transfer when possible).

5. Taking Messages

• When the intended recipient is unavailable, offer to take a message.

• Use a Message Slip or Digital Note to record:

  • Caller’s name, contact number

  • Date & time of call

  • Message content

  • Name of the person who took the message

• Ensure prompt delivery of the message.

6. Placing Callers on Hold

• Ask for permission before placing a caller on hold.

• Example:

  “May I place you on a brief hold while I check that for you?”

• If holding time exceeds 30 seconds, return to the call to update or offer a callback.

7. Handling Complaints on Phone

• Remain calm and listen actively.

• Acknowledge the issue and reassure the caller.

• Do not argue or place blame.

• Escalate to Duty Manager if needed, and document the complaint.

8. Closing the Call

• Thank the caller.

• Offer further assistance.

• Example closing line:

  “Thank you for calling [Hotel Name]. Have a great day!”

✅ Documentation & Records

• Telephone Logbook (if maintained)

• Message Slips

• Call Escalation Reports

🎯 Performance Indicators

• Guest satisfaction feedback

• Call handling time

• Mystery call results

• Complaint handling success rate

✅ SOP Title: Cash & Credit Card Handling Procedure

Department: Front Office
SOP Number: FO-011
Effective Date: [Insert Date]
Prepared by: Hotel Hosting BD Consultancy
Approved by: [Insert Approver Name/Position]

📝 Objective:

To ensure secure, accurate, and accountable handling of all financial transactions involving cash, credit/debit cards, and other accepted payment methods during guest transactions.

📌 Scope:

Applicable to all Front Office staff involved in handling guest payments at the reception, including cashiers and front desk agents.

👤 Responsible Personnel:

• Front Desk Agents

• Cashiers

• Front Office Manager

• Night Auditor

🛠️ Standard Procedure Steps:

1. Transaction Initiation

   • Greet the guest professionally.

   • Confirm the total amount due for payment (room charges, additional services, etc.).

2. Cash Handling

   • Accept cash payments in local currency only.

   • Count the cash in front of the guest before placing it in the cash drawer.

   • Issue a printed receipt with payment breakdown and balance, if any.

   • Keep large denominations in the lower drawer and organize notes/coins properly.

3. Credit/Debit Card Transactions

   • Confirm the cardholder’s identity by matching the card with a valid ID, if needed.

   • Swipe/insert the card using the POS terminal.

   • Ensure the guest signs the charge slip or enters the PIN as applicable.

   • Cross-verify the transaction amount with the system receipt.

   • Provide a copy of the transaction slip to the guest.

4. Foreign Currency (If Applicable)

   • Accept only approved foreign currencies and apply daily exchange rates.

   • Record the currency details clearly in the system.

   • Issue receipts in local currency showing equivalent value.

5. Handling Refunds

   • Verify guest eligibility for refund (as per hotel policy).

   • Obtain proper approvals (Manager signature required).

   • Process refund through the same payment mode used.

6. Cash Float Management

   • Each cashier is issued a specific float at the start of their shift.

   • At shift end, reconcile the float with the system totals.

   • Any overages or shortages must be reported to the Front Office Manager.

7. End-of-Shift Reconciliation

   • Tally all cash, card, and other receipts with system totals.

   • Submit reports and hand over cash to the Accounts or Night Auditor.

8. Security Measures

   • Never leave the cash drawer open or unattended.

   • Avoid discussing payment issues in public areas.

   • Always verify high-value transactions with a supervisor.

9. Training & Compliance

   • All cashiers must undergo training on POS usage, fraud prevention, and money handling best practices.

   • Comply with local banking and anti-money laundering regulations.

✅ Quality Control & Record Keeping:

• Receipts must be printed and handed over to guests.

• All transaction copies (manual or system-generated) must be retained for audit.

• Random cash spot checks by Supervisor/Manager.

📎 Related Documents:

• Guest Registration Card

• Payment Receipt Template

• Cash Reconciliation Sheet

• Refund Authorization Form

✅ SOP Title: Baggage Handling Coordination

Department: Front Office
SOP Number: FO-012
Effective Date: [Insert Date]
Prepared by: Hotel Hosting BD Consultancy
Approved by: [Insert Approver Name/Position]

📝 Objective:

To ensure smooth, secure, and efficient handling, tagging, and delivery of guest baggage during check-in, check-out, and storage, while enhancing guest experience and minimizing the risk of loss or damage.

📌 Scope:

Applicable to all front desk staff, bell desk, concierge, and porters involved in the handling and transportation of guest luggage.

👤 Responsible Personnel:

• Bell Captain

• Bellboys / Porters

• Front Desk Agents

• Concierge

• Front Office Manager

🛠️ Standard Procedure Steps:

1. Arrival/Check-In Baggage Handling

   • Greet the guest warmly at the entrance.

   • Assist with unloading baggage from the vehicle.

   • Tag each piece of luggage with a baggage tag showing guest name and room number.

   • One baggage claim stub must be given to the guest; another remains on the luggage.

   • Escort the guest to the front desk or lounge area.

   • Once room key is issued, escort the guest and deliver baggage to the room promptly.

2. Room Delivery Etiquette

   • Knock on the door and announce politely (e.g., “Bell Desk” or “Your luggage, Sir/Madam”).

   • Ask where the guest would prefer the luggage to be placed.

   • Briefly explain room features if required.

   • Thank the guest before leaving the room.

3. Departure/Check-Out Baggage Collection

   • On request, collect luggage from the guest room.

   • Confirm number of bags and guest’s onward transport details (car, airport, etc.).

   • Assist in loading baggage into guest vehicle or coordinate with transport provider.

4. Luggage Storage Handling

   • Issue a Luggage Storage Tag to the guest with claim stub.

   • Tag all stored items clearly and store in the designated luggage storage room.

   • Check guest ID and tag number before returning stored luggage.

5. Lost or Misplaced Baggage

   • Report immediately to Front Office Manager and initiate a search.

   • Record incident in the logbook and keep the guest updated.

   • Assist guest in reporting to police or insurance if required.

6. Group or VIP Handling

   • Prepare group luggage tags in advance.

   • Arrange porter assistance according to group size.

   • Assign dedicated staff for VIP or group arrivals/departures.

7. Coordination & Communication

   • Maintain clear communication between Front Desk and Bell Desk using internal phone, radios, or WhatsApp.

   • Keep the bell desk logbook updated with baggage movement records.

8. Safety Precautions

   • Avoid lifting heavy luggage improperly—use carts or ask for help.

   • Do not open or tamper with guest baggage under any circumstances.

✅ Quality Control & Record Keeping:

• Log all stored luggage in the baggage register.

• Monitor baggage tagging and claim stub practices regularly.

• Review bellboy service quality through guest feedback or spot checks.

📎 Related Documents:

• Baggage Tag & Claim Stub

• Luggage Storage Register

• Lost Luggage Incident Report

• Guest Feedback Form

✅ SOP Title: Lobby Management SOP

Department: Front Office
SOP Number: FO-013
Effective Date: [Insert Date]
Prepared by: Hotel Hosting BD Consultancy
Approved by: [Insert Approver Name/Position]

📝 Objective:

To ensure the hotel lobby is welcoming, clean, safe, and efficiently managed, creating a positive first impression for all guests and visitors.

📌 Scope:

Applies to all Front Office staff, including receptionists, lobby hosts, bellboys, and security personnel.

👤 Responsible Personnel:

• Front Office Manager

• Lobby Ambassador / Guest Relations Officer

• Bell Desk Staff

• Housekeeping Liaison

• Security Team

🛠️ Standard Procedure Steps:

1. Lobby Appearance & Cleanliness

   • Maintain spotless floors, carpets, furniture, and decorative items at all times.

   • Coordinate with housekeeping for immediate cleaning if spills or litter are noticed.

   • Ensure scent diffusers, lighting, and temperature are pleasant.

2. Guest Greeting & Assistance

   • Acknowledge guests within 5 seconds of entering.

   • Offer luggage assistance and guide them to the reception desk.

   • Provide seating for waiting guests.

3. Traffic Flow & Crowd Management

   • Keep check-in/check-out queues organized.

   • Direct large groups to designated waiting areas.

   • Monitor entry and exit points for security.

4. Information & Signage

   • Ensure all promotional materials, brochures, and signboards are tidy and up to date.

   • Keep directional signage visible and clear.

5. Coordination with Security

   • Monitor suspicious activities discreetly.

   • Report lost or unattended items immediately.

6. Special Event Management

   • Coordinate with banquet/conference teams for group arrivals.

   • Assign additional lobby staff during peak hours or events.

✅ Quality Control & Record Keeping:

• Daily lobby inspection checklist signed by duty manager.

• Incident reports for any unusual activity.

• Guest feedback monitoring.

✅ SOP Title: Early Check-In & Late Check-Out SOP

Department: Front Office
SOP Number: FO-014
Effective Date: [Insert Date]
Prepared by: Hotel Hosting BD Consultancy
Approved by: [Insert Approver Name/Position]

📝 Objective:

To manage early arrivals and late departures efficiently while maintaining occupancy control and guest satisfaction.

📌 Scope:

Covers all early check-ins before standard time and late check-outs beyond normal departure time.

👤 Responsible Personnel:

• Front Desk Agents

• Reservations Officer

• Front Office Manager

• Housekeeping Coordinator

🛠️ Standard Procedure Steps:

1. Early Check-In Process

   • Confirm room availability with housekeeping.

   • If room is ready, allow check-in and charge early check-in fee if applicable.

   • If not ready, offer luggage storage and lobby waiting area.

2. Late Check-Out Process

   • Check next-day arrivals to determine room availability.

   • Approve late check-out based on occupancy and management policy.

   • Charge late check-out fee if applicable.

3. Special Cases

   • VIP guests, loyalty members, or corporate accounts may receive complimentary early check-in/late check-out.

4. Record Keeping

   • Update PMS with approved times and charges.

   • Notify housekeeping of changes to room release schedules.

✅ Quality Control & Record Keeping:

• Maintain log of all early/late check approvals.

• Monthly review of revenue from early/late charges.

✅ SOP Title: Overbooking / Walk-In Guest Handling

Department: Front Office
SOP Number: FO-015
Effective Date: [Insert Date]
Prepared by: Hotel Hosting BD Consultancy
Approved by: [Insert Approver Name/Position]

📝 Objective:

To effectively manage situations when confirmed reservations exceed available rooms, ensuring guest satisfaction and minimizing negative impact.

📌 Scope:

Applies to all overbooking scenarios and handling of walk-in guests without reservations.

👤 Responsible Personnel:

• Front Desk Agents

• Reservations Officer

• Front Office Manager

• Duty Manager

🛠️ Standard Procedure Steps:

1. Overbooking Management

   • Monitor reservation levels daily to anticipate overbooking risks.

   • On arrival, prioritize confirmed bookings and loyalty/VIP guests.

   • Offer alternative accommodation at a nearby partner hotel if necessary.

   • Arrange complimentary transport to alternative accommodation.

   • Provide compensation (meal voucher, discount, or free night) as per hotel policy.

2. Walk-In Guest Handling

   • Greet walk-in guests warmly.

   • Check real-time room availability in PMS.

   • If rooms are available, offer rates and room types.

   • If fully booked, recommend partner hotels.

3. Communication

   • Always apologize for inconvenience and explain the situation clearly.

   • Keep a list of partner hotels and rates for emergency referrals.

4. Record Keeping

   • Maintain log of overbooking incidents and walk-in inquiries.

   • Report monthly to management for trend analysis.

✅ Quality Control & Record Keeping:

• Daily occupancy reports to avoid last-minute overbooking.

• Regular review of walk-in conversion rates.