STANDARD OPERATING PROCEDURE DOORMAN – GUEST DEPARTURE TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0002 Concierge January 2005 I expect the Doorman to bid me farewell and to help me with my luggage and transportation arrangements Using my name provides me with extra recognition and is always appreciation 30 minutes Why is this task important for you and our guests? Answers: We must bid farewell to every one of our guests The Guests last impression is very important Increase our guest satisfaction Demonstrate my professionalism Doorman – Guest Departure Page of WHAT/ STEPS 1) Greeting HOW/ STANDARDS Greet guest outside main entrance and ask if Taxi/Limousine will be needed TRAINING QUESTIONS Why I have to greet the guest outside the main entrance and ask if a taxi will be in needed? Guest last’s impression is very important 2) Arrange transportation Call a taxi ( Refer SOP of Taxi Service ) How can I call a taxi? Inform Driver of destination 3) Help with luggage Steer luggage trolley from Bellman outside the main entrance and assist in loading the luggage into taxi’s/Limo’s trunk Can this be done by the Bellman as well? Ensure all the luggage has been placed into the car by asking the guest to verify his luggage Why we need to verify the luggage with the guest? 4) Farewell Open the door for the guest and wish him/her a good trip What you say when opening the door for the guest? 5) Extra service Always give a taxi card (in local Why are taxi cards needed in some Doorman – Guest Departure Page of dialect) to ensure correct destination locations? Summary questions: What role does the Doorman play on a guest departure? What is the procedure for calling a taxi? Why we need to verify the luggage with the guest? What you say when opening the door for the guest? Where are taxi cards obtained from and who are they given to? Now ask the Trainee to practice the whole task from start to end to test competency Doorman – Guest Departure Page of ... needed? Guest last’s impression is very important 2) Arrange transportation Call a taxi ( Refer SOP of Taxi Service ) How can I call a taxi? Inform Driver of destination 3) Help with luggage Steer