STANDARD OPERATING PROCEDURE AIRLINE TICKET SERVICE TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0016 Concierge January 2005 I expect that the hotel can provide a prompt and accurate airline ticket service and hotel staff can help me to contact the airline office to reconfirm or change my ticket 30 minutes Why is this task important for you and our guests? Answers: We must provide a prompt and accurate airline ticket service to our guests Increase Guest Satisfaction Demonstrate my professionalism Task – Airline Ticket Service Page of WHAT / STEPS 1) Airline Ticket Reconfirmation HOW/ STANDARDS TRAINING QUESTIONS Ask the guest to bring airline ticket to the Concierge Desk for reconfirmation Call airline office and identify yourself Give all flight information to airline office E.g Guest’s name, Flight number, Departure Date, Departure Time, Class, as well as guest’s destination What kind of information we need to contact the airline office? Why we need to put the ticket into the envelope? After flight changes or confirmation, put ticket into the Insider Concierge envelope and note Guest Name and Room Number on envelope Keep the envelope with the ticket information Leave a message to the guest for collection or additional information What kind of extra service we can offer to the guest? Return the ticket to guest neatly and clearly Offer Transportation Task – Airline Ticket Service Page of 2) Flight booking When a guest requests a new flight booking, the same information request as above is necessary What is the difference between a new booking and a booking change? Ask the guest for his CC number to confirm the flight booking Inform the guest about the new flight details and where he/she can collect the new ticket t trainee to practice Summary questions: a) What are the two issues this SOP deals with? b) In relation to tick reconfirmation, what precise information we need to contact the airline office? c) What is the significance of putting the ticket in an envelope? a) In relation to a flight booking, is there anything you have to differently if it is a flight booking compared with a change? b) What information must be obtained from the guest if booking a flight on their behalf? c) What information is later informed to the guest? Now ask the Trainee to practice the whole task from start to end to test competency Task – Airline Ticket Service Page of ...WHAT / STEPS 1) Airline Ticket Reconfirmation HOW/ STANDARDS TRAINING QUESTIONS Ask the guest to bring airline ticket to the Concierge Desk for reconfirmation Call airline office and identify... the ticket into the envelope? After flight changes or confirmation, put ticket into the Insider Concierge envelope and note Guest Name and Room Number on envelope Keep the envelope with the ticket. .. kind of extra service we can offer to the guest? Return the ticket to guest neatly and clearly Offer Transportation Task – Airline Ticket Service Page of 2) Flight booking When a guest requests