SHANTI MAURICE STANDARD OPERATING PROCEDURE
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REF: FO COV 3
26-05-2020
TITLE
GUEST ARRIVAL TRANSFER PROCEDURE
Creation Date
DEPARTMENT
FRONT OFFICE
Version No
PERSON RESPONSIBLE
DUTY MANAGER
Version Date
A
1.0 Definitions To ensure that the correct handling of transfer are being observed upon arrival. To ensure that the comfort of guests is optimised whilst observing hygiene and safety standards. The Process of Guest Arrival Transfer includes:
2.0 Responsibilities Driver / Porter Responsible for the application of the SOP on a daily basis Duty Manager / Front Office Supervisor Orchestrates the entire sequence and help wherever required.
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TITLE
GUEST ARRIVAL TRANSFER PROCEDURE
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3.0 PERSONAL PROTECTIVE EQUIPMENT 3.1
Use of Gloves
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TITLE
3.2
GUEST ARRIVAL TRANSFER PROCEDURE
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Use of Mask
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TITLE
GUEST ARRIVAL TRANSFER PROCEDURE
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REF: FO COV 3
4.0 Guest Arrival Transfer Procedure 4.1
Guest Arrival Transfer Process Flow
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4.2
GUEST ARRIVAL TRANSFER PROCEDURE
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REF: FO COV 3
Preliminaries one Day prior Pick-Up of Guests
Driver identifies booking of arrival transfer in hotel car for the next day from the Arrival list and Transfer log book. He takes note of the flight details & reconfirms it with the airport.
He organizes cleaning equipment for hotel vehicle cleaning. He takes into consideration his personal protective equipment.
Cleaning the vehicle: - Open the doors. - Removes any rubbish - Vacuum clean the interior - Clean exterior with soap, water and appropriate cloth and rinse. - Wipe clean with another appropriate cloth. - Dry all the edges of the door interiors. - Clean and disinfect the boot section
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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
GUEST ARRIVAL TRANSFER PROCEDURE
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REF: FO COV 3
He disinfects the front interior and back interior seats thoroughly.
He checks water for the wipers and ensures that tank is full with diesel & “Add Blue�. He ensures that all the tyres are aligned to norms and the notification for servicing is off. The car remains in the Limousine shelter until departure. Car key is sanitized and kept safely at the Reception.
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4.3
GUEST ARRIVAL TRANSFER PROCEDURE
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REF: FO COV 3
Preliminaries on the day of Pick-Up Guests
Driver checks the flight with the airport regarding the landing time. He prepares the welcome board and disinfects it. He keeps hand sanitizer in the car. He ensures airport free access card is in the car. He ensures his grooming and PPE are according to standard: - Uniform - Shoes - Mask - Gloves
4.4
Guests Pick-Up and Welcome Driver leaves the hotel 45 minutes prior to flight landing time. He parks the hotel vehicle in DMC parking area close to Gate 7. Inside the airport, he checks the exact flight landing time and informs the Hotel Reception team. He holds up the “Welcome Board”.
When guests arrive, driver acknowledges them. He greets them with a Namasté and keeps 1 meter of social distancing. He requests for their full names and booking details at Shanti Maurice.
He takes charge of Guests’ luggage and shows the guests towards to the hotel vehicle. He uploads all guests’ luggage in the boot.
He provides guests with hand sanitizer prior to entering the car and opens the car for the guests to be seated.
The driver takes his seat and informs guests about the time taken and reaching time at the hotel. He leaves the airport towards the hotel and keeps conversation to a minimal.
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4.5
GUEST ARRIVAL TRANSFER PROCEDURE
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REF: FO COV 3
Guests Arrival and Welcome At the gate, the Security officers wears a mask & gloves. He keeps 1 metre distance from the arrival transfer. He greets incoming Guests and give them access. He calls Receptionist to inform of Guests' arrival.
Receptionist wearing a mask & gloves advises Porter of guests’ arrival. In case Porter has become unavailable, another Receptionist / Driver /Porter takes over in the process (wearing mask & gloves).
Receptionist makes a quick scan at the Red Ginger Lounge to ensure readily available seats are present. Receptionist carries Hand Sanitizer, Registration Form and Shanti pen.
The Driver and Porter open the vehicle doors on each side. They keep 1 metre of distance from the Guests & greet them with a Namasté. Receptionist keeps 1 meter distance and greets the Guests by their names: "Good Morning / afternoon / evening Mr. & Mrs. X, welcome to ‘Shanti Maurice Resort & Spa’”. Porter offloads luggage and asks Guests: "Mr. and Mrs. X, would you kindly check that all the luggage are accounted for".
Receptionist drops hand sanitizer in guests’ hands, directs them towards Lobby entrance and accompanies them to the Red Ginger Bar. Porter prepares tags with Guests’ names and room number. He notes down the total number of luggage.
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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
GUEST ARRIVAL TRANSFER PROCEDURE
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REF: FO COV 3
5.0 DISTRIBUTION General Manager Resident Manager Financial Controller Housekeeping Executive
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