Standard Operating Procedure

Handling Corporate Guest

It is the responsibility of the hotel to receive all corporate guests on arrival by the
GRE on duty, and due courtesies extended.
For corporate guest and suite arrivals, all guest have to be met and escorted to
their rooms and check-in is to be done in the room only.
Reason
To ensure that all corporate arrival are provided with due courtesies and are met by
hotel personnel to provide recognition and importance as appropriate.
Procedure
1. The front office assistant must go through the arrival list and identify the
corporate arrivals in his/her shift and ensure that rooms are pre-blocked and
have been checked. He should liaise with GRE that the recognition cards with
all relevant details are ready along with the keys for all corporate arrivals,
especially guest whose arrival details are known and who are availing of a
pick-up from the airport/station on arrival.

2. The duty manager must be informed as so as a corporate guest check-in

3. In case the general manager of the hotel has sent a welcome note to the
guest, the same has to be presented to the guest on arrival.

4. All corporate guest should be provided airport assistance (subject to flight

details being available and an airport representative being on duty). The
airport representative must meet the guest on arrival, welcome him/her and
provide all necessary assistance until he/she is seated in the car to depart for
the hotel.

5. The car driver must call the hotel from a designated point to inform of the
guest arrival.

6. On arrival at the porch, the doorman must greet he guest, as per the
standard arrival address to the guest.

7. The bell desk should be aware of the same and should provide priority
service.

8. Before the arrival of the corporate guest, the GRE should acquaint herself
with the guest preferences and general background so as to have a positive
 conversation with the guest and provide personalized service and recognition
to the guest.
9. On arrival at the hotel, the guest should be met and greeted by the GRE in
the lobby and escort the gest to the room and take the check-in the room
itself.