1. Hotel Procedures

2. Basic Procedures in: Receiving Guests –transfer in Welcome the guests
Try to make them feel comfortable
Give them vital information about the country, region, province, site or destination
Inform the guests on the hotel’s name, it’s location and how to get there

3. Check in Refer to rooming list Review pax name/s
Always ask for vouchers
Assist the guests with their luggage
In the absence of the hotel coordinator or representative, explain the hotel’s policy, facilities and amenities

4. Coordinate with the tour escort about onward flights, hotel/resort reservation and other requirements of the guests
Remind them of the next movement according to the itinerary
Brief them on the local time difference

5. Check out
Remind the group of the check out the day or night before departure to avoid delay
Coordinate with the hotel cashier regarding guest’s account
Always give allowance for the departure time

6. Supervise baggage collection
Check the flight details
Before leaving, remind them to check their things (passport, ticket, terminal fee, etc.)
Do not be dramatic when bidding goodbye
Personalize your ending piece

7. Terminologies Transfer in – arrival (airport to hotel)
Transfer out – departure ( hotel to airport)
Pax – passenger
Ovn – overnight
Ow – one way
Rt – roundtrip
Eta – estimated time of arrival
Etd – estimated time of departure

8. Iti – itinerary
GMT – greenwich meridian time
Standard time
Local time

9. THE END