One of the critical issues is to satisfy your customer. You may achieve that goal if you help your staff to recognize their SOP in a decent way. I hope this tutorial helps tourism and hospitality educators and students to not widen the gap between the industry and the curriculum.

1.  
Dr. Karam Gomaa Zaki
4 March 2015

2. Assignment
 Summarize the Check-out steps from the last video
from your point of view?
 2 points from the 30 points of your tips box. Grab the
bargain….hurry up.

3.  Check -out.
 The How To’s Defined.
 How To’sin Check inout.
 GuestCycle

4. ACTION OF SEQUENCE
• Greet all guests, “good morning, afternoon, evening”, use name when known/ ask for
room number.
• Ask about stay, and verify name to the room number
• Ask if there are any recent charges incurred, e.g., breakfast, and private bar.
• Offer luggage pick up and transportation assistance (Limousine service) Or if car to
be brought to hotel entrance
• Presenting the account for review and offering an explanation of the folio
• Confirm method of payment.
• Finalise account and give the guest a copy.
• Confirming departure time and assure the validity of room key card, collecting room
keys and safe deposit key (if applicable), explaining the late charge procedure (if
applicable).
• Offer to make future reservations (regular guest)
• Doing the utmost to ensure that the guest departs satisfied.
• Wish the guest a safe and pleasant journey and offer an expression of a return visit,
escorting guest to the limousine.

5. Our working definition of How To’s of
Guest Service is the specific method
for completing every task in each
department.

6.  TASK # 1: Offering a Genuine
Greeting using the guest’s surname
 STANDARD: An approaching guest is greeted
immediately (i.e. once they step onto our view) and a
waiting guest is acknowledged immediately. A waiting
guest should not wait in the Reception line longer than
30 seconds. A guest’s name is to be used at least for 3
times during the check-in process, which takes 4
minutes in total (including waiting time). Check in
should take only 4 minutes.

7.  PROCEDURE:
 Immediately as the guest approaches the desk (i.e. once they step onto our
view), look up and establish eye contact.
 Offer a warm, sincere, professional greeting such as “Good Morning,
Afternoon, Evening” and “Welcome to the Four Seasons”.
 Whenever possible, use the guest’s surname, and, if a return guest, indicated
by welcoming them BACK to the hotel. E.g. “It’s a pleasure having you back
again Mr. Smith / Welcome back Mr. Smith” A guest’s surname should be
used at least 3 times during the check-in process.
 If all receptionists are busy and guests are waiting, acknowledge them
immediately. Establish eye contact, smile and say that someone will assist
them in a moment. A guest should not wait in the reception line longer than 30
Seconds. Call for assistance if needed from the Back Office/ use the crunch
option.
 Engage the guest in casual conversation during check-in.

8.  TASK# 1 OFFERING A SINCERE GREETING
BEFORE THE GUEST APPROACHES THE DESK .
 STANDARD: An approaching guest is greeted
immediately (i.e. once they step in to Your view), and
a waiting guest acknowledged immediately. A waiting
guest should not wait in the cashier line longer than
30 seconds without being acknowledged. A guest’s
name is to be used a minimum of two times during
the check-out process. The check-out time should
take only 4 minutes.

9.  PROCEDURE:
 Greet the guest with a sincere greeting before the guest reaches the
desk. Use the guest’s surname when known. Always use a
professional greeting .
 Make eye contact. Stop what you are doing and give full attention
to the guest.
 If all cashiers are busy and a guest is waiting, acknowledge them
immediately. Establish eye contact, smile and say that someone
will assist them in a moment. A guest should not wait in the cashier
line longer than 30 seconds.
 Engage the guest in polite conversation during the check-out.

10. The guest cycle describes the activities that
each guest passes by from the moment
he/she calls to communicate a reservation
inquiry till he/she departs from the hotel. In
fact, the guest cycle encompasses 4
different stages.
Each stage of the guest cycle is associated
guest service, and guest accounting activity

11. GUEST CYCLE 4
STAGES
PRE-ARRIVAL
ARRIVAL
Occupancy
DEPARTUR
E

12. 1. Guest services:
Reservation  Registration  Occupancy services 
Check-out and history
2. Guest Accounting:
Establishment of credits  Posting charges  Night
auditing  settlement of accounts

13. PRE-ARRIVAL
* Reservations
ARRIVAL
* Registration
* Room assignment
* Issuance of room key
* Baggage handling

14.  OCCUPANCY
* Mail and message handling
* Maintenance of guest account
* Paging and travel assistance
* Safe deposit, currency exchange
 DEPARTURE
* Preparing the guest bill
* Settlement of guest account
* Transportation
* Future reservation