Assisting Guests

upon their
arrival and
departure

Gu Guest Arrivals & Departure

Contents

Preparation is Key
Communication
Body Language
Daily Planning
Greeting Guests
Departure Procedures
 Contents

Trainee Information 3

Certificate of Completion 4

Introduction 5

Preparation is Key 6

Daily Planning 7

Greeting Guests 8

Procedure for Welcoming Guests 9

Departure Procedures 10

Self Assessment Test 11

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Training Manual

Guest Arrivals & Departures

This Manual is designed to provide you, the employee, with the full
knowledge of all procedures associated with assisting guests who arrive
at your establishment, and also upon their departure. You will be well
versed in the facilities available and how best to assist each guest.

Trainee Information

Name: ____________________________________________

Manager: ____________________________________________

Training
Commenced: ______ / ______ / ______ (DD/MM/YYYY)

Training
Completed: ______ / ______ / ______ (DD/MM/YYYY)

Assessment
Completed: ______ / ______ / ______ (DD/MM/YYYY)

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Certificate of Completion

I _______________________ (Manager/Supervisor) hereby certify that

_______________________ (Employee Name) has successfully completed

their training in “Guest Arrivals and Departures” and is fully qualified

under the requirements of the establishment in which they are

employed herewith.

____________________________________
(Signature of Manager/Supervisor)

____________________________________
Date

____________________________________
(Signature of Trainee)

____________________________________
Date

Congratulations!

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Introduction

Assisting guests at their arrival to your establishment is an important

part of their stay. You will understand the importance of reporting
customer complaints to the appropriate person and the correct way of
welcoming guests, according to company policy. It is important to
understand the importance of a warm welcome for guests. You need to
communicate with guests effectively and use positive body language.

This manual is designed to assist you in your understanding of the

importance of a great first impression for guests. From their initial
checking in at the reception desk, to the transportation of luggage and
providing information as required, each part of the guests arrival needs
to be attended to with the utmost attention.

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Preparation is the Key

It is important to plan your day to ensure an efficient running of the

Portering service. All receptionists should work in conjunction with the
General Manager, as this will ensure a smooth running working day.
It is essential to keep the Reception Desk neat and tidy, as well as well
stocked with information brochures and all stationery required.

Teamwork
Working as a team in the arrival and departure of guests is essential, as
one person cannot perform the act alone. The reception team must be
aware of the need to offer assistance at all times, especially when the
reception is really busy, and also learn to accept help graciously.
It is important that everyone respects their fellow team members and
the jobs that they perform. When each member of a team gets along
and pulls together, it produces a great working atmosphere.

The Guest’s Requirements

Prior to the guest’s arrival, obtain information from the Front Office
about the guest reservation. This will allow you to prepare for guests’
special requirements.
For example:
♦ Arrivals of VIP’s (Very Important Persons)
♦ Any room upgrades required for special guests
♦ Late or early arrivals
♦ The number of guests arriving
♦ Disabled guests’ requirements
♦ Special requests from guests

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Daily Planning
It is important to plan your day effectively. Use the following checklist
to assist you in your day to day activities:

It is important to plan your activities each day, according to how many

guests will be arriving and departing.
♦ After most Arrivals have checked in, it is important to obtain the
arrivals and departures list for the following day.
♦ Check all times for these arrivals and departures, and ensure that you
have the right number of staff on hands.
♦ Are there any early arrivals? It is always good to check that all
arrangements have been covered for early arrival of guests – room
ready, luggage storage, etc.
♦ Where rooms will not be available for early arriving guests, check
where they will be able to relax before being escorted to their room.
♦ When you have the arrival times for all guests, check with the Food
and Beverage Department if welcome drinks are required.

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Greeting Guests
Communication
It is important to understand how effective communication can be the
difference between success and failure. When you speak to guests or
staff, always ensure that you are clear in your communication and that
you deliver your message in a clear and crisp manner.
Remember, when explaining how things are done, or giving instructions,
you should:
♦ Ensure that your audience understands the big picture first.
♦ Ensure you have the attention of the listener.
♦ Speak clearly with good diction.
♦ Check your audience understands what you are communicating.
♦ Build on the understanding that the listener already has.

Body Language
When communicating with someone, it is interesting to note that body
language has a higher percentage of importance to the social meaning
of a situation than verbal communication.
Body language is a reference to your movements and posture. These
being:
♦ Hand gestures
♦ Facial expression
♦ Movements of the head
♦ Eye contact

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Procedure for Welcoming Guests
Welcome the guest in a friendly and courteous manner is the
responsibility of the Receptionist. The manner in which the welcome is
conveyed displays the warmth and care of the organisation.
Remember, all guests to your establishment should feel welcome and
comfortable at all times.
When ensuring customer satisfaction, you need to remember that a
customer has come to your establishment for the highest quality
service. You must present a positive first impression to each guest, as a
visitor forms their decision about an establishment in the first few
minutes of their arrival.
It is essential that there is someone available to meet and greet guests
on arrival. Duties need to be allocated
♦ Welcome guests by using their name at least twice
♦ Take a credit card emprint or cash deposit to every guest
♦ Confirm the number of nights
♦ Give them the reservations business card and tell the guest to book
through our website for future bookings for Best Available Rates
♦ Give them GM Welcome letter with discount voucher, and ask them if
they wish to reserve a table at the Restaurant
♦ Give them The Guest Feedback form and ask them to return it when
they check-out so we can measure and improve our services.
♦ Ask them if they wish to have a wake-up call at morning
♦ Tell them if they need further assistance with Taxi, London Tours etc
to call the Front Desk by dialling 0.
♦ Direction of guests to the lift/ Rafkins restaurant
♦ Escorting of guests to their room, along with their luggage, upon
completion of the registration process.

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♦

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Departure Procedures
Just as essential when greeting guests, assisting them and using their
name on departure is just as important. Giving a personalised attention
will contribute towards the customers satisfaction and make them feel
like they are receiving special treatment. Make the guest feel important
and they will be sure to return.
Familiarise yourself with each guest who will be departing on a
particular day and ensure you are aware of any special requirements or
requests e.g. collecting any items stored, VIP’s, etc.
Ask the guest how was their stay
If positive, ask them to post a review on the Tripadvisor.com
As soon as a guest is departing they should be assisted with their
luggage immediately.
If you recognise the guest who is departing, make a special effort to
come from behind the desk to say farewell. Remember, special
treatment and make the guest feel important.
Treat every guest as a VIP and you won’t go wrong.

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 SELF ASSESSMENT TEST

The following test is designed to assist you in remembering all the

things you have learnt in this Training Manual.

1. Why is preparation important to your day?

_________________________________________________________________________
_________________________________________________________________________
_______________________________________________________

2. Why is body language as important, if not more, than verbal

communication?
_________________________________________________________________________
_________________________________________________________________________
_______________________________________________________

3. What are the procedures for welcoming guests?

_________________________________________________________________________
_________________________________________________________________________
_______________________________________________________

4. What are the procedures for departing guests?

_________________________________________________________________________
_________________________________________________________________________
_______________________________________________________

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