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3. Procedures:
 Greetings, Mr./Ms. Brown, I am
Mary. May I show you to your room?
Address the guest by name
and explain the facilities of the hotel.

4.  While escorting guest to the
room, give a brief introduction of the
hotel (outlets, pool and operating
hours) to the guest.
 Inform guest their room
number and which floor they’re on.

5.  Allow guest to enter/exit the
elevator first.
Open the guestroom door
with the guest key ( making sure
its works before the guests arrive)
hold the door open and insert the
key into the master switch.

6.  Give a brief explanation of the
room layout, specify what to tell and
what not to tell the guest
 Generally guest remain very tired
while they come. It is better to
cordially ask in this way “ may i take a
few moments to explain the features
of your room”

7. Check if the guest requires:
aHis/her air-ticket to be reconfirmed.
aShow him/her where is the deposit
box kept and how to use it
aLaundry service .
aAirport shuttle service for his/her
departure.

8. Inform the guest that if his/her
needs any information or assistance
to contact the GRO desk or the
Reception counter.
Wish guests a pleasant stay
before leaving the room.

9. Leave and follow up.
Be sure you fullfill all guest queries
Tell him how to contact to you if he
needs your assistance