SHANTI MAURICE STANDARD OPERATING PROCEDURE
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26-05-2020
TITLE
FEXCURSION BOOKING PROCEDURE
Creation Date
DEPARTMENT
FRONT OFFICE
Version No
PERSON RESPONSIBLE
DUTY MANAGER
Version Date
A
1.0 Definitions The ensure that excursions and tour services information are given to guests with exactness and communication standards. To ensure that bookings of the different services requested, from tours to restaurants to transfers, are carried out as per requirement and wihin timeframe.
2.0 Responsibilities Concierge Responsible for the application of the SOP on a daily basis Duty Manager / Front Office Supervisor Orchestrates the entire sequence and helps wherever required.
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EXCURSION BOOKING PROCEDURE
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3.0 Enhanced Hygiene Standard 3.1.1 Cleaning Properties
3.1.2 Cleaning and Disinfection Process
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EXCURSION BOOKING PROCEDURE
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3.1.3 Products Technical Sheet
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EXCURSION BOOKING PROCEDURE
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3.1.4 Cleaning Frequency
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EXCURSION BOOKING PROCEDURE
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4.0 Excursion Booking Process 4.1
Excursion Booking Process Flow
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4.2
EXCURSION BOOKING PROCEDURE
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Preliminaries
Setup of collaterals
Concierge must call all outlets every morning to check availability and receive the Concierge quota of bookings of the day.
4.3
Service Offers
When guest requests to book a Tour to visit the island, the Concierge informs of the 3 options available: - Private tour - Guide service only - Transportation only depending upon the services available.
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EXCURSION BOOKING PROCEDURE
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He makes a comparision on the services that differentes them. The guest is offered “we care� option for extra service.
WThe following information must be taken down when the guest has made his choice: - Guest name - Room number - Tour date - Departure time - Total price - Type of tour - Reservation date
The Concierge informs the guest about the Tour specifics: - Details about the Tour - The sightseeing places - Any particular schedules - Any other particularities
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4.4
EXCURSION BOOKING PROCEDURE
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Restaurant Booking
The Concierge offer in-house restaurant options first. If the guest prefers to choose an external restaurant, the Concierge calls the restaurant while the guest is at the Desk. He confirms name, number of pax and time.
Details of reservation are handed over to the guests: - Name of the restaurant, - Time of reservation - Phone number - Address and Direction (if requested)
If the guest will not wait during Restaurtant booking, the Concierge collects all the information required. He explains to the guest that once the restaurant is booked, he will send the confirmation to the guest’s room. He takes a phone number to be able to send messages via watsapp if needed. 4.5
Booking Confirmation Administration
He requests the guest to sign a miscellaneous voucher for the Tour payment which will be charged to the guest’s room. He makes sure that guest is aware of the breakdown of the charges and the method of payment.
He processes the Tour arrangement by recording them in the Concierge Logbook.
For in-house restaurant booking, the following details are recorded in reservino: - Name of the Guest - Number of persons - Room number -Time of reservation Note: He ensures that all bookings are confirmed by the F&B team. If the booking quota has been reached, he checks with the outlet to increase it. Prepared by:
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EXCURSION BOOKING PROCEDURE
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REF: FO COV 7
On the day of the tour, the Concierge should introduce the guest to the tour guide and the driver.
4.6
Booking Over the Phone
If Guest books via their room phone, the Concierge notes down all the guest’s information.
He explains to the guest that once the restaurant is booked, a confirmation will be communicated over the phone or sent to the room. He asks the guest how he would like his booking voucher to be picked up.
He fills up a booking voucher and sends to the room or keeps it according to the guest’s preference.
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EXCURSION BOOKING PROCEDURE
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5.0 Distribution General Manager Resident Manager Financial Controller Front Office Manager Duty Manager
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