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HOTEL FRONT OFFICE OPERATIONS AND MANAGEMENT
Call: 020 4010 4000 Near Inox,Bund Garden Road,Pune.
INDEX PAGE
TWELVE RULES OF SUCCESS The legacy continues from THE CENTRAL PARK HOTEL to you………..
“Although time, growth and changing workforce move us further from the early days of the company, we must never stray from the basic principles that have made us successful. That can only be achieved if the people running our system-from myself to you-understand, support and communicate the CENTRAL PARK MANAGEMENT PHILOSOPHY AND CULTURE……A Living Tradition of Values and Beliefs.”
1. Continually challenge your team to do better 2. Take good care of your employees and they will take good care of customers, and the customers will come back. 3. Celebrate your people’s success, not your own. 4. Know what you are good at and mine those competencies for all you are worth. 5. Do it and do it now. Err on the side of taking action. 6. Communicate. Listen to your customers, associates and competitors. 7. See and be seen. Get out of your office, walk around, and make yourself visible and accessible. 8. Success is in the details. 9. It’s more important to hire people with the right qualities than with specific experience. 10. Customer needs may vary, but their bias for quality never does. 11. Eliminate the cause of mistakes. Don’t just clean it up. 12. View every problem as an opportunity to grow
BUSINESS ETHICS “How we do Business is as Important as the Business we do” This statement stands for a pledge to maintain an ethical workplace and a commitment by associates to do the right thing. High ethical standards foster pride and confidence among our associates and help us maintain our Competitive advantage
ABOUT THE CENTRAL PARK OUR VISION To Be the Global Hospitality Leader OUR MISSION Built Brand Loyalty and Preference to Maximize Shareholder Value OUR OBJECTIVES Solidify Product and Service Leadership, Drive Profit And Optimize Growth “We have great PEOPLE committed to providing wonderful experiences for our guests.
PROPERTY INFORMATIONS Located in the heart of the city next to INOX and opposite to Council Hall near Pune Cantonment.
Address:
Near Inox Multiplex, Bund Garden Road Pune - 411001, India
Distance
From Pune-Bangalore highway - 7 KM Mumbai-Pune expressway - 12 KM Shivajinagar railway station - 3.5 KM Deccan - 5 KM Pune airport - 8.4 KM Mumbai airport - 157 KM
ATTRACTIONS AND LANDMARKS
Balewadi sports stadium
Nature trails eco park
Chaturshingi temple
Raja dinkar kelkar museum
Shaniwar Wada
Pashan lake
National Defence Academy
Osho Ashram Pune
Maval Paragliding
Khadakwasla Dam
Pune Golf Course
Sinhagad Fort
Aga Khan Palace
Rajiv Gandhi Snake Park
Lonavla
OWNERS TO KNOW
PHOTO MR .NITIN ADVANI.
WHO IS WHO IN AREA TEAM GENERAL MANAGER
PHOTO MR.SUMIT KUMAR SHARMA.
WHO IS WHO IN AREA TEAM OPERATION MANAGER
PHOTO MR.SUJIT KUMAR SHARMA.
WHO IS WHO IN AREA TEAM MR.SAROJ DHAL
MR.BALBIR SINGH NEGI
MR.AJAY KUMAR.
ADMIN & HR HEAD
ACCOUNT’S HEAD
FOOD & BEVERAGE MANAGER
MR. MAHESH KUMBHARE
MR.BHUSHAN MURKUTE
MR.SHYAM NARAYAN YADAV.
FRONT OFFICE MANAGER
EXECUTIVE CHEF
EXE. HOUSEKEEPER
MR.AVINASH BONDADE
MR.AHMAD SHEKH.
MR.____________
EDP
CHIEF ENGINEER
SECURITY HEAD
THE CENTRAL PARK HOTEL’S PRINCIPLES OF HOSPITALITY
SMILE AND GREET EVERY GUEST. SPEAK TO THE GUEST IN WARM, FRIENDLY, COURTEOUS MANNER. DISPLAY GENUINE AND ENTHUSIASTIC INTEREST IN THE GUEST; PAY COMPLETE ATTENTION TO THE GUEST CONVERSATION. ANTICIPATE GUEST NEEDS AND BE FLEXIBLE IN THE RESPONDING TO THEM. BE KNOWLEDGEABLE ABOUT YOUR JOB. LEARN TO TAKE OWNERSHIP OF GUEST PROBLEMS AND RESOLVE THEM.
ROOMS THE CENTRAL PARK HOTEL OFFERS 74 SPACIOUS ROOMS WITH A VERY CONTEMPORARY DECOR. SUPERIOR ROOMS -KING(24) & TWIN (13) (274 SQFT) SMART SPACE ROOMS-KING( 21 ) & TWIN( 11 ) (274 SQFT) SUITES: Each of the four lifestyle suites are also based on unique design concepts that derive inspiration from the orient to the west. This luxury accommodation at the Central Park Hotel is complimented by a host of amenities, high service standards and our warm and hospitable staff who strive to offer a comfort level that make our guests feel at home. EMERALD SUIT
RESIDENTIAL SUIT
GALAXY SUIT
ZEN STUDIO SUIT
GUEST SERVICES 24 HOUR ROOM SERVICE TWICE-DAILY HOUSEKEEPING ATTENTION LAUNDRY SERVICE COMPLEMENTARY OVERNIGHT SHOESHINE EVENING TURN DOWN
VALET PARKING
ON-SITE FITNESS CENTRE COMPLEMENTARY WATER
ONE HOUR PRESSING SERVICE COMPLEMENTARY MORNING NEWSPAPER
BABYSITTING SERVICES
AVAILABLE UPON REQUEST
COMPLEMENTARY HEALTH CLUB ADMITTANCE
CONFERENCE FACILITIES THE PAVILION (1824SQFT) Accommodating up to 250 in plush indoors is ideal for larger gatherings, conferences and banquets. The pavilion banquet hall can be divided into 2 smaller venues as well! We offer you theatre style seating for up to 200 people classroom style for 110 and workshop style for 60 people for a reception with a floating crowd, we can take up to 250 and for dinner we can accommodate 170 people.
UPPER PAVILION (576SQFT) The upper pavilion another conference hall for smaller get-togethers with a break way room for deliberations and smaller group discussions.
THE PARKVIEW (360SQFT) The Parkview, our terrace suite is designed for smaller conferences for 15 to 40 people. An attached terrace with a magnificent view of pune city, is an ideal backdrop for a memorable evening. If you prefer to be indoors, the food can be arranged within the suite.
FOOD & BEVERAGE
A great stay is never complete without a great culinary spread. TIME AFTER TIME, the Multicuisine restaurant at THE CENTRAL PARK treats you to an amazing menu of delicious cuisines. Time after time the best food and beverage outlet in Pune serving a mix of Indian, oriental & European cuisine. 3 buffet meals includes midnight. BREAKFAST: 7:00AM—10:00AM
LUNCH 12:00PM—3:00PM
DINNER: 7:00PM—10:00PM
Zanzibar is the perfect choice to chill out and unwind after a hard day’s work. This consummate watering hole has an amazing collection of exotic cocktails and heady mixtures. Sway to the rhythm of the music and soak in the mystical ambience of ZANZIBAR. TIMING: 11.00AM—1.00AM
FOOD & BEVERAGE
Smoke on the water is rooftop restaurant highly rated for its Indian cuisine. Popular among punites for its enhancing ambience, the restaurant plays a happy host to romantic evenings by the sparkling and shimmering waters by the poolside. Canopied in the monsoon, smoke on the water is one of the rains come down. Rest assured, there is always a hint of romance in the air.
ANGAN
TBC
GROOMING STANDARDS OBJECTIVES To establish and maintain a uniform standard of appearance for all associates and provide for its implementation and equitable enforcement, since many of our associates come in frequent with guests. MINIMUM STANDARDS Each associates working in direct or indirect guest contact should be well groomed, which is part of giving customers the security that the hygienic standards of the hotel are at a top level
GROOMING FOR GENTLEMEN HAIR: A conservative and well-trimmed hair style must be maintained at all times. A neat gelled back look appears smart on most hair types. Hair must not touched the collar or ears or fall over the forehead. Hair must be cut straight at the back. Avoid heavily scented oils or hair dressings at work. Use only hair gel or hair cream. Turbans if worn by Sikhs must be black or as per their uniform colour.
GROOMING FOR GENTLEMEN FACE: Clean shaven. No stubble beard or moustache. Moustache if maintained should be well trimmed, above lip level and not drooping over. No beards, exception for Sikhs. Must look neat by gelling back or using a beard net Sideburns should not be longer than half the length of each ear HANDS: Regularly washed. No marks or nicotine stains. Nails: clean and short with even length and well-trimmed. PERSONAL HYGIENE: Bath daily and use a deodorant after bath to avoid body odour. Mouthwash often and brush teeth twice a day to avoid bad breath. Visit a dentist twice a year. Smokers should take care to avoid nicotine stains on teeth and hands, as well as “tobacco breath”. Smokers should rinse their mouth before returning to their areas of work. Chewing pan or gutka is forbidden. Wash your face frequently to appear fresh. Offensive habits should be avoided like: . Picking teeth, nose or ears. . Sneezing or yawning without closing mouth . Belching loudly . Continuously rearranging hair or clothes in guest contact areas. . Making noise while chewing food.
GROOMING FOR GENTLEMEN ACCESSORIES: Ties must be knotted with a double knot. No personal tie-pins and cufflinks to be worn with uniform. Religious treads if worn should not be visible below the cuff. Only a formal black leather belt with simple buckle is to be worn. SHOES: Restricted to a maximum of two rings and no more than one ring per hand No bracelets or necklaces to be worn. A watch of conservative design with a plain simple face is allowed and the strap must only be gold, silver, steel or leather. Coloured straps are not to be worn. Ornate and coloured spectacle frames are not allowed. Spectacle frames should be conservative and well fitted. GROOMING FOR LADIES HAIR: Hair should be left open only if above shoulder length. While at work it should be away from the face. Long hair must be pulled back in a bun or tied back neatly in a ponytail and then be fastened in a black hair net. Fringes or hair coming over the face is not allowed. Plaints are not allowed. Hair accessories should be black and minimal. Only natural looking hair dye a shade lighter or darker may be used Highlighting or streaking of hair is not permitted. Short hair should be cut in elegant contemporary style, which is manageable and looks neat throughout duty hours
HAIR STYLE RECOMMENDED ARE
HAIR STYLE TO BE AVOIDED ARE
.French knot .Figure of 8 .A simple low bun .A blunt cut .Short crop
.Elaborate coiffeurs .Knots or coils low loose .knots tied at the nape of the neck. .knots tied at the nape of the neck.
MAKE-UP: Day makeup should be subtle. Light to medium shades of pinks, peaches and russets should be used. Evening makeup should be deeper coloured. Maroons and rust suit most Indian complexions. Eye makeup should consist of light application of mascara, a light shade of eye shadow, and kohl or eye liner application. Dark shades of eye shadows e.g. brown, bright pink, red should be avoided during the day. Blush on the cheek bones and along the neck is a must. It enhances your features. HANDS: Hands should always be clean and well-manicured. Mehdi designs are not allowed. Written permission from the executive committee member should be obtained if there is a marriage in the immediate family. Mehdi should be bleached off before resuming duty after the ceremonies. An exception will only be made if the associate has herself got married Nails should be well shaped at the same length on both hands. A light to medium colour application of nail polish to be worn evenly on both hands Nail polish should not be chipped. Extremely long nails or nail enamel of very bright or dark shades of nail polish should be avoided
PERSONAL HYGIENE: Bath daily and use a deodorant after bath to avoid body odour. Mouthwash often and brush teeth twice a day to avoid bad breath. Visit a dentist twice a year. Smokers should take care to avoid nicotine stains on teeth and hands, as well as “tobacco breath”. Smokers should rinse their mouth before returning to their areas of work. Chewing pan or gutka is forbidden. Perfumes or colognes used should not be over powering. Wash your face frequently to appear fresh. Hands to be washed after every meal with ‘clean & smooth’ liquid. Replenish make up after every break. You should look fresh and made up at any time of the day or shift. Facial hair to be removed or bleached regularly. Legs and hands should be regularly waxed. Wash your face frequently to appear fresh. Offensive habits should be avoided like:
.Picking teeth, nose or ears. .Sneezing or yawning without closing mouth. .Belching loudly .Continuously rearranging hair or clothes in guest contact areas.
SHOES: Only black or brown closed shoes to be worn on uniform. Shoes worn should not expose the toes or heels. Shoes should be well polished and heels should be in good condition. Stilettos are not allowed. A minimum of 1 inch heel should be worn as flat shoes give a rather ungainly walk and could be avoided. Only black or skin tone stockings to be worn while wearing uniforms with skirts. Stockings worn should have no runs or tears.
JEWELLERY & ACCESSORIES: Ornate and coloured spectacle frames are not allowed. Spectacle frames should be conservative and well fitted Ear rings to be restricted to a maximum of two pairs. Ear rings worn on the earlobe may be studs or loops (no longer than ½ cm) in a simple design, while if worn higher, only small plains studs should be worn with uniform. Only a simple thin chain should be worn on duty. Anklets should not be worn with the uniform. Brooches/accessories that are not part of the uniform should not be worn. A watch of conservative design with a plain simple face is allowed. The strap must be gold, silver, steel; or leather.no coloured straps to be worn on the uniform. Only two simple rings on one hand or a maximum of three rings on both hands should be worn. Only one light gold /silver bangle or bracelet should be worn. UNIFORM: The upkeep of uniform is the associates responsibility: Keeping it clean, crumple free and well pressed. Uniforms must be well maintained, i.e. no tears, unauthorized alternations. Nothing to be added on or subtracted from the uniform. Name tags are part of uniforms and are to be worn at all times (Left side of the upper uniform on the chest) Cosmetics worn must be natural looking, not gaudy. Uniforms cannot be taken out of the hotel premises and should be given to the hotel laundry for regular cleaning. This provision has been waived off for Leadership Team members.
DO’S & DON’T’S
DO’S Always speak politely to guests & colleagues. Use English language as the only mode of communication. If sick, call at least 8 hours prior to the commencement of your shift & the message should passed on to the Leader and the Manager only. Leave request to be forwarded to your supervisor 4 weeks in advance. Always report 10-15 minutes prior to your shift & take the note of all necessary information you are expected to know before commencing your shift. Ensure that you read log book and check for the all necessary information while starting your shift. Always be knowledgeable about your job, general information relevant to your job and hotel information. Always wear your name tag as a part of your uniform. Always keep work area &department clean Always be the well groomed as per your hotel standards. Only urgent personal calls to be entertained Body posture and the behaviour in guest area to be maintained.
DO’S & DON’T’S
DON’T’ No staff is allowed to loiter in the hotel premises after duty hours unless with specific work related purpose with the Permission of the manager. No personal pagers cellular phones & wallets to be carried while on duty. Do not chew gum, pan, etc. while on duty. Do not consume any food and beverage in your work area. Duty meal will be provided if somebody doesn’t get the meal break due to busy operation. Do not loiter on the guest corridors without a specific job related purpose. Do not enter the hotel premises from the guest entrance. Do not smoke in area other than designated ones. Do not raise your voice or when on the floor. Do not wear soiled uniform at any time. Do not spend more than the time required to complete your job in the guest rooms Do not indulge in personal talks or discuss personal problems with your guests Do not use slang or abusive language at any time with guests or colleagues
TELEPHONE ETIQUETTE Use the central park hotel telephone etiquette. Answer within three rings and with a smile. Use the guest name when possible. When necessary ask the caller “kindly allow me to put your call on hold” Do not screen calls. Eliminate call transfers whenever possible. Adhere to voice mail standards. Answer Promptly: Try to answer on the first ring if possible. All calls should be answered within three ring Be alert: A cheerful, wide awake greetings sets the tone for any conversation and shows you are ready to help. Be a good listener Be natural: use simple language, avoid slang and technical terms Be distinct: pronounce your word clearly and carefully. Always speak directly into the telephone transmitter. Pay particular attention to word endings. Be pleasant: show that you are interested in being helpful. Personalize your conversation by using the caller’s name Be courteous: good telephone habits are nothing more than good manners. Building confidence in yourself and THE CENTRAL PARK HOTEL starts with personal consideration for the caller. Do not treat every call as routine. Never leave a caller on hold: if the caller chooses to stay on the line be certain that you give progress report at every seconds to assure the caller that you are working on a request. Thank the caller for waiting. Show your appreciation for the caller’s patience. A phrase such as, “THANK YOU FOR HOLDING, MR SMITH” helps you smile over the telephone.
TELEPHONE ETIQUETTE Transfer calls only when necessary: handle the call yourself, if you can. Make certain that you know how to complete the transfer procedure successfully. Inform the caller of the new party with whom they are being connected. Use the release button when releasing the call. Be discreet: be careful not to create the wrong impression with statements such as “He /she is still on their coffee break” or “I do not think hi/she has come in yet”. When a person is not available to answer a call, an appropriate response would be “I am sorry, he/she is away from their desk right now, may I take a message?” Always know where your people are: when you expect their return and or where they can be reached. Be prepared to take message: be through when you take a message. Include the caller’s name, phone number, the caller’s firm or department, the date and time of the message, the message (if the caller chooses to leave one) and your name. Do not screen calls: if the party is in, forward the call immediately. Do not ask, “Who is calling?” Use the caller’s name: there is no sweeter music to a person’s ear than the sound of his or her own name. When placing a call, always allow one minute for the party to answer: Ten rings are equivalent to one minute. Take time for a good closing: always give the third step of service. Let the caller hang up first, then replace the handset gently.
TELEPHONE ETIQUETTE
VERBIAGE. “Smile – we are on stage.” Always maintain positive eye contact. Use the proper vocabulary with our guests and each other. (Use words such as—“Good Morning,” “certainly,” “I‘ll be happy to” and “My pleasure.” Do not use words such as –“O.K.,” “sure,” “hi/hello,” “folks,” and “no problem.”) “We pledge to provide the finest personal service and facilities to our guests, who will always enjoy a warm, relaxed yet refined ambiance”, we want to be warm, friendly, outgoing, helpful, accommodating and relaxed with our guests; however, we also want to be refines, or “polished”. The style of our service is reflected in how we interact with our guests. The manner in which we speak and the choice of appropriate phrases and words we use will convey THE CENTRAL PARK HOTEL STYLE (refined and professional) in the service we provide. All it takes is a little practice! Below are some suggestions for developing consistent verbal etiquette in our dealing with our guests and fellow employees.
JOB DESCRIPTIONS WHAT TO OBSERVE DURING CROSS INDUCTION
HOUSEKEEPING SR. NO. 1 2 3 4 5 6 7 8 9 10 11 12
HOUSEKEEPING WHO IS WHO LAUNDRY PROCEDURE LINEN EXCHANGE PROCEDURE HOW TO STOCK HOUSEKEEPING CART ROOM LOST AND FOUND PROCEDURE THE CENTRAL PARK BEDDING F &B LINEN IDENTIFICATION EXTENSIONS HOUSEKEEPING DESK UNIFORM EXCHANGE PROCEDURE HEALTH CLUB AND TIMINGS MASSAGE CHARGES
ENGINEERING SR. NO.
ENGINEERING
1 2 3 4 5 6 7 8 9
R. O. WATER SYSTEMS TV CHANNEL LIST LIGHTING STANDARDS AREAS IN ENGINEERING WHO IS WHO EXTENSION NUMBERS WORK ORDER CARPENTERS SECTION R&M
JOB DESCRIPTIONS WHAT TO OBSERVE DURING CROSS INDUCTION
FINANCE SR. NO.
FINANCE
1
WHO IS WHO
2
PURCHASING AND RECEIVING SYSTEM
3
STORES AND REQUISITION PROCESS
4
SUN SYSTEM FOR ACCOUNTING
5
INVENTORY MANAGEMENT
6
F&B CONTROLLING
7
PAID OUT VOUCHER
8
PETTY CASH VOUCHER
9
CASH DROP PROCESS
10
IOU VOUCHER
11
P & L STATEMENTS
12
INFORMATION PROCEDURE AGREEMENT GUIDELINES
13
WHAT IS GRR?
HUMAN RESOURCES DEPARTMENT SR. NO. 1 2 3 4 5 6 7
HUMAN RESOURCE WHO IS WHO LEAVE PROCEDURE COMPENSATORY OFFS BENEFITS & WELFARE POLICIES PF & ESIC PASSPORT TO SUCCESS TRAINING AND DEVELOPMENT PLAN
JOB DESCRIPTIONS WHAT TO OBSERVE DURING CROSS INDUCTION
BANQUETS & EVENTS SR. NO.
BANQUETS AND EVENTS
1
WHO IS WHO
2
EXTENSION
3
TIMINGS
4
DIFFERENT TYPES OF SETUPS
5
HALL CAPACITIES
6
BANQUETS BEVERAGE MENU
7
OPENING AND CLOSING CHECKLIST
8
FOOD PICK UP PROCEDURES
9
FUNCTIONS OF THE DAY SIGNAGE
10
COORDINATION WITH EVENTS
11
EVENT FLOW
12
EVENT CHECKLIST
G.U.E.S.T MODEL & LEARN MODEL
G.U.E.S.T
BEHAVIOURAL OBSERVATION
Greet the guest
The associate smiles and greets the guest with a warm welcome
Use the guest’s name
The associate uses the guest name, or sir/ma’am If the name is not known
Establish the guest’s needs The associates determines the guests needs and offers assistance Show interest in the guest
The associate personalizes the conversation to the guest’s needs
Thank the guest
The associate thanks the guest
IMPRESSIONS
BEHAVIOURAL OBSERVATION
Voice tone
The associate uses a professional tone of voice reflective of the situation
Body language
The associates demonstrates good posture
Eye contact
The associate maintains eye contact with the guest during the entire conversation
grooming
the associate adheres to property grooming standards
L.E.A.R.N
BEHAVIOURAL OBSERVATION
Listen
The associate listens with patience and does not interrupt the guest
Empathize
The associate makes a statement that captures the emotion and content of the guest’s situation
Apologize
The associate offers a sincere, personal apology
Respond
The associate reacts to the guest complaint and works with the guest to identify a solution that pleases the guest
Notify
Notifies all the necessary authorities and after resolution of the problem informs the guest regarding the resolution
EMPOWERMENT GUIDELINES
HOUSEKEEPING
Room not serviced Insects in room Odour in room Cleanliness issue Minibar not replenish Expired items found in the minibar Guest DND ignore TV remote is not working TV not working/improper reception
ENGINEERING
Iron not working TCM not working Noise complain construction AC noisy/malfunction Water: no water in room/improper water temperature / water pressure low/muddy No light in room/light fluctuation Telephone instrument/line not working Leakage in room Minibar not cooling
FOOD & BEVERAGE
EMPOWERMENT GUIDELINES
Poor food quality Incorrect order punched/send Food is cold Foreign particle in food Missed order Accompaniments not delivered along with the order DND room disturbed Lack of appropriate response
FRONT OFFICE
Internet not working Missed fax/message Delay in pickup/delivery Dirty room check-in Incorrect room type assign Room key not working Missed / delayed pickup Luggage delayed Missed wakeup call room type not met
BEST SERVICE ASSOCIATE SCRIPTING AT THE CENTRAL PARK HOTEL
AIRPORT REP PHRASEOLOGY Follow 15/5 rule “ Namaste !!! Mr Muller ” “ welcome back”(if repeat) “ May I assist you with your bags ” “ Allow me to escort you to your car Mr. Muller” or “Your car would be here in a moment Mr. Muller ” “ You have __pieces of luggage which I have placed in the boot ” “ Is there anything else I can assist you with Mr Muller ” “ Thank you for choosing THE CENTRAL PARK HOTEL” “ Enjoy your stay with us ”
CHAUFFER PHRASEOLOGY “ Namaste !!! MR. Muller ” “ welcome back(if repeat)” “ May I offer you a cold towel and some water? ” “ it would take about 20 - 30minutes to get to the hotel Mr Muller ” “ Is the air conditioning comfortable Mr. Muller? ” “ Would you like to listen to some music? ” (on arrival)”welcome to THE CENTRAL PARK HOTEL and thank you for choosing THE CENTRAL PARK HOTEL”
ARRIVAL AT SECURITY CHECK (SCRIPT) (Hands folded) “ Namaste ma’am”/sir “ Welcome to THE CENTRAL PARK HOTEL” “ Welcome back to THE CENTRAL PARK HOTEL PUNE Mr______” “ Welcome back to the CENTRAL PARK HOTEL PUNE Mr____” (repeat guest) “ Please switch off the car engine and open the car bonnet and boot sir /mam” “ Thank you for choosing THE CENTRAL PARK HOTEL”
ARRIVAL AT MAIN PORCH (SCRIPT) “Namaste Mr Smith. “Welcome to THE CENTRAL PARK HOTEL” “Allow me to assist you with your luggage” “I will have your luggage scanned and placed at the concierge” “Please proceed this way for security check Mr ____” “Is there anything else I can assist you with Mr___” “My colleague ____ will assist you with the check in “(doorman) “Have a nice stay with us/thank you For choosing THE CENTRAL PARK HOTEL”(doorman)
GUEST RELATION PHRASEOLOGY ESCORTING UPTO FRONT DESK “NAMASTE welcome to THE CENTRAL PARK HOTEL PUNE” (repeat guest)- NAMASTE Mr___ “welcome back to THE CENTRAL PARK HOTEL” “Under what name would you be holding a reservation?/May I request you for your last name” “My colleague ____ will assist you with the check in process” Introduce guest to front office associate “____,Mr ___is checking in” “Is there anything else I can assist you with Mr____” Thank you for choosing THE CENTRAL PARK HOTEL /Enjoy your stay with us”
GUEST RELATION PHRASEOLOGY IN ROOM CHECK IN “NAMASTE ,Mr ____ welcome /we are delighted to have you back at THE CENTRAL PARK HOTEL” “We have prepared an in room check in for you. Allow me to show you up to your room on the ___floor”
FRONT DESK CHECK IN PHRASEOLOGY
“NAMASTE welcome to THE CENTRAL PARK HOTEL PUNE” (1st timer) “May I request you for your business card and passport/photo identity” (if Indian), along with your credit card. (repeat Indian guest) “I already have most of your details on file from your previous visits” (if photo ID on file). (repeat foreign national) “I already have most of your details on file from your previous visits , could I just request you for your passport so that I can verify your visa details (if expired)” (print display reg. card ) “I have your reservation for _____nights till the (date)”. “based on your preference /request we have a non-smoking room with a king sized bed” “Is there any particular time you would like me to keep your bills ready at departure?” “this would be your room no Mr _____ on the ___floor and that is the rate you are biked in for (DO NOT ANNOUNCE ANY OF THESE AND HIGHLIGHT THEM ON REG. CARD)”it includes breakfast at time after time from 7.00 am to10.30 am” (offer upgrade based on inclusions) May I go ahead and pre-authorization an amount on your credit card for the room nights?(in case of card) May I request you for a cash deposit for the room night charges (in case of cash) Based on your virtual concierge request we have placed ----- in your room. How many keys can I offer you for your room Mr ____
FRONT DESK CHECK IN PHRASEOLOGY LUGGAGE IDENTIFICATION Step out of the desk with both hands present the room keys “Mr __ , these are your 2 room keys” “May I request you to identify your luggage?” Walk with the guest to the concierge Reconfirm the bags “My colleague ______ will escort you to your room.” In case busy “I will have your luggage sent up to your room”. “Is there anything else I can assist you with Mr ____? Thank you for choosing THE CENTRAL PARK HOTEL and enjoy your stay with us”.
ESCORTING PHRASEOLOGY Introduce guest to GR /concierge my colleague _____ will take you across to your room “or “Allow me to show you to your room Mr ____”. (in the elevator) “your room would be on the 3rd floor and you would need to insert the room key in the elevator panel and press the floor number” “Would you be staying with us on business or leisure?”
BUSINESS RELATED INFORMATION: “we have high speed wireless internet in your room and hotel public areas and a business centre with board rooms to take care of your business requirements” “our concierge can assist you to arrange transfers to your office destination”
FRONT DESK CHECK IN PHRASEOLOGY ROOM ORIENTATION This would be the minibar with a list of foods & beverage options, the menu for the same is placed here (point it out)” “This is your writing table with a jack pack for your usage” “We have Wi-Fi in the room and all public areas of the hotel, for assistance on the same feel free to contact Front desk” In your room the dining menu is on the writing table along with your guest service directory” “At your bedside you will have your telephone in case you need to contact at our service button for any assistance, along with the television remote and a TV channel list” The wardrobe in the washroom is equipped with an electronic safe” “This is the air conditioning control panel to control room temperature” (explain function) “Thank you for choosing THE CENTRAL PARK HOTEL and have a nice stay with us”
GST “Guest response” PHRASEOLOGY Pause and engage(corridor) Two handed delivery Delivery all room amenity on a tray Ensure all items delivered are in a good condition Thank the guest before leaving
FRONT DESK CHECKOUT PHRAZEOLOGY May I request you for your last name/room no”. “would there is any last moment consumption that I need to add to your room bill” “I have a car reserved to take you to the airport Mr ___” OR “would you like me to arrange for any transportation for you Mr _____”. “would you have any luggage to be brought down from your room” “This is a copy of your room bill Mr ____, for your verification”. “I trust you had a pleasant stay with us Mr ____” “Is there any feedback you will like to share with us?” “may I request you to sign on the credit card sleep” (Step outside the desk and with two hands present bill copy.) “here is a copy of your bill Mr _____ (escort in case car is arranged) “My colleague ____ at the concierge desk will escort you to your car” or “allow me to escort you to your car”. Thank you very much for patronizing THE CENTRAL PARK HOTEL PUNE and we hope to see you soon”
DEPARTURE AT MAIN PORCH (Hands folded) Namaste !!! Mr _______, allow me to assist you with your luggage. Thank you for choosing THE CENTRAL PARK HOTEL.
DEPARTURE AT SECURITY CHECK Thank you for choosing THE CENTRAL PARK HOTEL (if car stops)
CHAUFFER DEPARTUREPHRASEOLOGY NAMASTE, Mr ______, it will take us 20 - 30 min to reach the airport. “Which airline would you be flying Mr____?” “May I request you for your signature Mr ___?” (on arrival at airport) “Thank you for choosing THE CENTRAL PARK HOTEL, have a nice day”
NAMASTE!!!
Near Inox Multiplex, Bund Garden Road, Agarkar Nagar, Pune, Maharashtra 411001 www.thecentralparkhotel.com Phone: 020 4010 4000