Taman Bebek Hotel / Last Update: May 2023.

The receptionist staff must strictly adhere to these guidelines to ensure the smooth operation of the hotel and the satisfaction of the guests.

Purpose

The purpose of this Standard Operating Procedure (SOP) is to establish guidelines and procedures for the operation of the hotel reception desk.

Scope

This SOP applies to all hotel receptionist staff.

Procedure

Greeting Guests

1. The receptionist must greet all guests with a warm and friendly welcome, following the eye contact and greetings SOP.
2. The receptionist must address the guest by name and confirm their reservation details.
3. The receptionist must provide the guest with all necessary information regarding the hotel and their stay.

Check-In

1. The receptionist must request identification and a valid credit card from the guest at check-in.
2. The receptionist must verify the guest's identification and credit card information.
3. The receptionist must provide the guest with their room key and all necessary information about the hotel, including the location of their room and hotel amenities.

Check-Out

1. The receptionist must request the guest's room key and check-out date and time.
2. The receptionist must verify the guest's billing information and provide them with a copy of their bill.
3. The receptionist must process the guest's payment and provide a receipt.