How To Handle Airport Pickup Service by the Concierge or Travel Desk?

The Concierge and Travel Desk team should make sure to do the right thing the first time and every single time especially when it comes to the airport pick up and drop requests. All guests should be promptly met and greeted upon arrival. The primary objective should be to avoid missed pick-up, control of vehicle usage and following the hotel pickup standards.

The Front Office / Bell Desk / Concierge team should be ready to assist as good as possible in this process. Any request of the guest must be followed up in the correct way in order to ensure his/her satisfaction.

Airport Baggage Lost and Found Standard Procedure:

1. Getting the airport pickup report.

• Every morning and afternoon shift airport representative should print an airport pickup report from the PMS (Property Management System) / Hotel Software.
• Concierge or Travel desk team should double-check with the daily transportation control sheet.
• Always get the updated information for pick up of the guest.
• For reference check the hotel guest arrival airport.

2. Upon arrival at the airport.

• Check airport limousine transfer status.
• Upon arrival on the airport, Airport Representative should check all the guest flight arrival time according to arrival report.
• Make sure all the ETA is updated as per the latest schedule.
• Every 30 minutes check the ETA and if there are any changes and update the same on the report if required.
• Avoid misunderstanding between reservation and transportation.

3. Before flight landing.

• Every 30 minutes check the ETA and if there are any changes, update the arrival report and call back to the hotel to inform concierge on-duty staff.
• Prepare Placard / Paging Board / Airport Pickup Board with printed guest name and flight details clearly.

4. Upon flight arrival.

• Ensure the limousine arrives at the airport 15 minutes prior to the flight arrival.
• Guest will be able to see his name and will be met upon arrival.
• Avoid airport representative missing the guest.

5. Meet the guest.

• Hold the signboard in front of you at eye visible level and stand in front of the arrival gate to wait for the guest.
• Always maintain a smile and when a guest approached you, say: “Mr David, Welcome to Atlanta, Hope you had a nice flight".
• If more than one guest says "Hi Sir/Madam, May I have your name, please."
• After obtaining the guest name, must greet the guest by name.
• Clear visual and able to see all guests coming out from the arrival hall.
• Inform the Hotel Concierge team before starting from the airport.

F&B Service Techniques for waitress and waiters

1. How to Handle Trays?

• All trays must be clean and stain free.
• Never overload or stack up too high.
• Small service tray should be carried with one hand. 
• Big tray must be always carried with two hands.
• Place the left hand under the Center of the tray with fingers spreading out comfortably.
• Heavy, high and hot items must be closed to your body.
• Don’t walk too fast and Always use tray mat or liner for balance.

2. How to Change Ashtrays?

• Ashtrays must be clean. 
• Maximum 2 cigarette butts in the ashtray at any time.
• Do not ask the guest to pick up their lit cigarette so that you may change the ashtray.
• Remove astray from the table if guest is a non – smoker.
• Place one of the clean ashtrays straight on the top of the dirty ashtray while removing.
• Always wash your hands after changing ashtrays.
• Wait until the guest finished the cigarette, then approach, asking politely if they mind you change their ashtray.

3. How to Serve Snacks?

• Snacks are served for very guest who seat for a drink.
• All bar snacks are free of charge and refillable. (depending upon your hotel policy)
• Serve the bar snacks right away when guest seated.
• Quantity of bar snacks differ on the number of guest.
• If bar snacks is with a shell, each bowl should have an empty bowl.
• Always make sure there are enough paper tissues while serving snacks.

4. How to serve Cigars and Cigarette?

• Present cigar tray to the guest, with the cigar menu.
• All cigar and cigarette must be served as per guest order.
• Employees must know what products we sell in the outlet.
• All cigarettes must be served on a BB plate with hotel matches.
• Cigars should be accompanied with cigar ashtray.
• Always offer to light guest cigar or cigarette.
• After the guest chosen cigar, prepare cigar ashtray, cutter and matches.
• Ask the guest if they would like to have cigar cut and lit, And Cut cigar according to the guest preference.
• Light the cigar by using cigar torch or matches and Wave cigar to move lighted embers.

5. How to Handle Telephone in F&B outlets?

• All Telephone calls must be answered before the third ring.
• Always ensure a “smile” in the voice before answering all calls.
• The phone call should be answered as follows:
• “Good Morning / Evening, *(Outlet name). Eric speaking. How may I assist you.”
• If you are attending a guest face to face while the telephone rings, then excuse yourself, answer the telephone and if required ask the caller if you can put them on hold or offer a call back later.
• Always ensure to thank the guest for calling.
• Under no circumstances will a telephone call be answered by asking: “Who is calling?”
• Maintain correct posture while answering the phone.
• Always verify the source of the call by looking at the screen of the phone.
• Always finish the call with “Thank you for calling”

Hotel vs Motel

Difference Between Hotel and Motel (Hotels Vs Motel)

Definition of the term hotel: A Hotel or Inn may be defined as an establishment whose primary business is providing lodging facilities for the general public, and which furnishes one or more of the following services. Additionally  according to the category of the hotel they provide different level of personalised service .

• Food and beverage service
• Room attendant ( House keeping ) service
• Concierge
• Laundry or dry cleaning service
• Use of furniture or fixtures
• Bell and Door attendant service
• Conference and Banqueting
• Business centre etc.

Definition of the term motel: The term motel is a contraction of motor hotel. It is a lodging facility that caters primarily to guests arriving by auto mobiles. Early motels often provide parking spaces near guest rooms, but that has changed in recent years as motel owners and franchisors have become more aware of guest security.

Motels may be located in any setting, but are usually found in suburban or roadside areas . They became especially successful in the 1950's and 1960's with the development of the inter-state highway system in the US.

Many motels are two-story or low-rise building located near major highways. Pool areas with shrubbery, trees, and children's playground etc.

By the way the term Hotel is used as a general term for motels, hotels, inns suite hotels, conference centres and other lodging properties.