STANDARD OPERATING PROCEDURE MESSAGE DELIVERY TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0013 Concierge January 2005 I expect all messages which come through, phone, fax, or visitors who leave a message for me at the front desk, will be advised to me immediately and written messages are clearly legible with complete information presented in a professional manner 30 minutes Why is this task important for you and our guests? Answers: We must provide a prompt and accurate message delivery service to our guests Some messages are very important for our guests and we must ensure guests can get their information promptly Increase our guest satisfaction Demonstrate my professionalism Task – Message Delivery Page of WHAT / STEPS 1) Receiving HOW/ STANDARDS All written messages must be left at the Concierge, in an envelope The envelope has the guest’s name and room number on the front Writing has to be clear and readable TRAINING QUESTIONS Why we need to put messages into an envelope? What information we need to write down? Some hotels have typed envelopes as the standard to counteract any What is the standard in YOUR potential problems in this regard Hotel? 2) Delivery Upon receiving a call from the Concierge, proceed to pick up the message Why must we deliver the message as soon as possible? Deliver the message to the guests’ room as soon as possible What can we if the guest is not If the guest is not present, slip the present? message under the door Some hotels have Message Holders What is the standard in YOUR which are located on the writing desk hotel? in the guest room If your hotel has such a holder, enter the room and place the envelope in the holder Return to the lobby without delay Task – Message Delivery Page of 3) Other service Parcels/ Thick Documents/ Packages Why we need to leave a A written message has to be left for message with the guest when we the guest that clearly indicates there have a parcel for him/her? are a Parcel/ Document/ Package awaiting collection at the Concierge rainee to practice Summary questions: a) Why we need to place a message in an envelope? b) What kind of information we need to write on the envelope? a) Why we need to deliver the message as soon as possible? What you think a realistic time frame? b) What should we when the guest is not present? How you handle a message or parcel which can not be slipped under the door? Now ask the Trainee to practice the whole task from start to end to test competency Task – Message Delivery Page of ... 2) Delivery Upon receiving a call from the Concierge, proceed to pick up the message Why must we deliver the message as soon as possible? Deliver the message to the guests’ room as soon as possible... lobby without delay Task – Message Delivery Page of 3) Other service Parcels/ Thick Documents/ Packages Why we need to leave a A written message has to be left for message with the guest when... Concierge rainee to practice Summary questions: a) Why we need to place a message in an envelope? b) What kind of information we need to write on the envelope? a) Why we need to deliver the message