STANDARD OPERATING PROCEDURE SHOPPING RECOMMENDATIONS TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0018 Concierge January 2005 I expect that hotel staff can recommend suitable shopping centers to me and refer me to local specialty shops in accordance with my requests 30 minutes Why is this task important for you and our guests? Answers: We must recommend a nice shopping center to our guests as well as being able to know specialty shops Increase guest satisfaction Demonstrate my professionalism Assist guests with special request Task – Shopping Recommendations Page of WHAT / STEPS 1) Shopping recommendations HOW/ STANDARDS Ask guests what they are looking for and try to find out the estimated budget from the guest TRAINING QUESTIONS Why we need to find out our guest needs and their budget? What is the Insider Concierge? Check the Concierge Insiders to the City and print out a list of stores along with complete store addresses Give the guest a map and indicate the store locations Be sure to give accurate addresses along with stores’ hours of operation Why we need to provide a map to guest? Why is the accurate address important? Offer the guest any discount cards if applicable If the guest has limited time, shopping arrangements can be organized Offer Transportation What kind of transportation could that be? Summary questions: Why we need to find out about our guest needs and their budget? Task – Shopping Recommendations Page of Why we need to provide a map to guests as well as the correct address? Can we offer a limousine? Now ask the Trainee to practice the whole task from start to end to test competency Task – Shopping Recommendations Page of ... QUESTIONS Why we need to find out our guest needs and their budget? What is the Insider Concierge? Check the Concierge Insiders to the City and print out a list of stores along with complete store...WHAT / STEPS 1) Shopping recommendations HOW/ STANDARDS Ask guests what they are looking for and try to find out... address important? Offer the guest any discount cards if applicable If the guest has limited time, shopping arrangements can be organized Offer Transportation What kind of transportation could that