Stanby in the lobby. Housekeeping staff must use PPE such as disposable gloves, eye protection gear (goggles) and face masks, when cleaning guest rooms and other common areas. If we want to enthusiastically welcome back the tourists, then we have to make imperative changes to ensure everyones safety and well-being. After wrap the belonging nicely, guests data has to be put on the packaging nicely, which is: guests complete name, home address, and phone number. Guest Arrival Procedure Step 1: When a guest arrives, the doorman buzzes the Bell captain's desk for a bell boy. Parcel received from Courier Companys for guests expected, in house must be recorded in the logbook mentioning by whom it was received as well as date and time, name of the Courier Company and description of the item. A contactless process at the front desk is highly encouraged. All items for disposal must be disposed in sealed bags immediately. Dispose of your trash properly, especially used Personal Protective Equipment (PPE) like face masks, disposable gloves, and other sanitation wastes. Buses and coasters A waterproof transparent barrier between the driver and the passengers must be installed. Dont expect to find food and drinks at the minibars because its strongly discouraged. Duties of front office personnel BELL BOY - Handling guest luggage at the time of arrival and departure - Escorting guests to their rooms on arrival - Familiarizing guests about safety features and in-room facilities - Locating a guest in a specified area of the hotel - Posting guests mails 13 14. Inform the guest that the delivery service is chargeable based on the weight and the location. Lift the luggage with your leg muscles. Get notified about exclusive offers every week! Mabuhay Gesture | Source: traveldailymedia.com, Foot Markers at a Hotel Elevator | Photo by Boylosoi | Shutterstock Photo ID: 1760629775, These are only some of the many steps that hotels in the Philippines are taking to ensure a seamless, relaxing and safe hotel experience for everyone. The following star-rated hotels are now granted the Certificate of Authority to Operate for Staycation (CAOS): We have also listed down our highly-recommended hotels that you may consider for your post-COVID travel. Blog Inizio Senza categoria handling guest luggage in new normal. Contractors and suppliers of goods and services must follow safe systems of work. Try to limit bending at the waist. The concentration of disinfectant in water for consumption, swimming pools and spas recommended based on international standards, must be regularly maintained. Bellmen/Bell Captain should be standing at the door at all times to welcome the guest. Make available to guests masks and a designated trash bin for those already used. These may include the following: Official up-to-date information must be available at the reception desk about travel to and from local destinations and other countries, which have been identified by the Department of Health (DOH) as high-risk areas for COVID-19. Brand with specification of mask and gloves as recommended by the Hygiene Partner Sanitizer will be offered to all the guests in different areas starting from the main porch Body temperature will be checked at the main porch No traditional welcome to maintain social distancing Guest luggage will be disinfected by the Loss Prevention team before This copyright applies to all posts, images and pages of this website, unless otherwise stated. M&T Hotel Management | Leader in Hotel Management in the UK If the reception is located on another area or floor then, Check the PMS and find out what room has been allocated to the guest. Germicidal disinfectant or wipes for surface cleaning; 70% solution alcohol or alcohol-based hand sanitizer; Tissue paper, napkin, or paper towel; and, Full-length long-sleeved gown / protective clothing / coveralls. Greet the guest and apologies for the inconvenience. Should always smile and use the guest name while interacting with him. Ten ways to handle guest complaints Front office management and staff should keep the following resolution guidelines in . SOP for Handling Guest Luggage. 1) No sharing of food or any personal or non-personal belongings; 2) Proper disposal of used PPE; 3) Mingling with occupants of other rooms are not encouraged; 4) Practice of proper handwashing etiquette/hand hygiene, respiratory etiquette, and proper use of face mask; 5) Strict observance of physical distancing. o Page guest shifting Guest baggage o Handling left luggage o Handling newspaper and postage 2020-002, released by the Department of Tourism (DOT), which enumerates the New Normal health and safety guidelines for the operations of hotels and other accommodation establishments. Step 2: Edit the downloaded template with your hotel's logo and address. You should find at least two trash bins inside your room; one is intended for used PPE. When cleaning rooms used by a suspected infected person, housekeeping staff must use additional protective equipment, such as disposable or washable coverall and protective shoe covers in accordance with DOH guidelines for disinfection processes. It goes as follows . Strict observance of Physical/Social Distancing. The DOT memorandum paints a picture of the processes and rules. Dont forget to collect our premium training guides from here: https://hospitality-school.com/training-manuals. It is very important to remain updated. Request for the guests credit card copy on the front and back side. ALL RIGHTS RESERVED | BROUGHT TO YOU BY GO DISCOVER TRAVELS | SEC. 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Provision of equipment and procedures, developed in collaboration with local authorities for the management of suspected cases and their possible contacts must also be included. Subscribe on Youtube! Guests presenting with a fever and flu-like symptoms will not be allowed to enter the hotel and must be referred to a doctor, to the nearest hospital, or to the Barangay Health Emergency Response Team (BHERT). Please also see our earlier article: COVID 19 Hospitality Industry Updates. Upon receiving a call from GSA for luggage delivery, identify the guest luggage. The entire request has to be with email from other Front Office section, Prepare the mail with correct details of transportation, double check and send it. Used PPE must be removed and disposed of, or washed using standard disinfection control measures in accordance with the guidelines issued by DOH. Maintain an updated list of contact details of each member of the hotel crew or staff. The luggage room is divided in 3 areas, arrival, departure, long term storage. Restaurants, dining areas and other F&B personnel must strictly observe proper hygiene at all times. 2020-002 of the Department of Tourism (DOT), accommodation establishments are required to secure a Certificate of Authority to Operate (CAO). Body temperature checking using a thermal scanner at the hotel entrances shall be undertaken for all guests by qualified health or medical staff or trained hotel personnel. The crisis has . You should not be escorted or showed around the room by staff after check-in. 5. But of course, a lot has changed in the processes and overall experience. Associates will engage in polite and un obstructive conversation. If the guest is abusive, ask him kindly to moderate his tone. Staff members including those under housekeeping, maintenance, kitchen, and reception must don the personal protective equipment (PPE) appropriate to their tasks. Never give any promise which you cannot maintain. Fill in type of payment, e.g. Instead of a handshake, reception and front desk officers can greet or welcome guests with the "Mabuhay Gesture" (right palm placed over the heart), or contact-less forms of greeting. Food handlers must use proper PPE to avoid contamination. Unload the trolley before entering the Room. Guest Handling Policy Guests must complete a Health Declaration Form upon check in. Ideally, rooms and common areas should also be thoroughly disinfected using advanced technologies like electrostatic sprayers, ultraviolet lighting, and high efficiency particulate (HEPA) filter every two weeks. A staff member will be busy wiping down and spraying the call buttons and the elevator cab on the hour. RECEPTION Separated check-in and check-out areas will be created. Steps for updating and filing your Luggage Movement Register: Step 1: Download any of the Template from the above download link. Ideally, the beds should be at least one meter apart. A hotel guest entering her room in the new normal | Photo by Jo Panuwat D | Shutterstock Photo ID: In June 2020, the Department of Tourism(DOT) along with the Inter-Agency Task Force (IATF), regulated the operation of all accommodation establishments(AEs) in the Philippines. Escort guest to the room and offer the hotel facilities explanation. Just like any typhoons, volcanic eruptions, earthquakes or unforeseen challenges, we can get through this COVID in time. Most transactionsfrom checking in to paymentwill probably be done online, flights will be limited, and face masks will be part of your travel essentials. To learn more, view ourPrivacy Policy. Manila, the countrys capital city, is the first one to operate a staycation experience as per the go-signal of the Department of Tourism (DOT). Preparing of Guest Luggage Management In dealing with guest luggage, a valet or butler must treat it with care and respect. Hotel transport vehicles must be sanitized and disinfected after every use. Luggage should be collected from the guest within 10 minutes of the guest telephone request if there is any delay, the guest should be informed about the delay and the new collection time. Belmont Hotel Manila (Manila Airport Hotel), The Henry Hotel Manila (Boutique Hotel in Manila), The Bayleaf Intramuros (4 Star Hotel in Manila), Diamond Hotel Manila (5 Star Hotel in Manila), Find more hotels in Manila and attractions on this blog, Crimson Cebu (One of the Best Cebu Beach Resorts), Radisson Blu Cebu (Hotel in Cebu City Proper), Goldberry Suites (Hotel Near Mactan Airport), Bohol Beach Club (Best Panglao Beach Resort), South Palms Resort Panglao (Best Panglao Beach Resort), North Zen Villas (A Tranquil Boutique Resort in Bohol), Loboc River Resort (A Charming Boutique Resort in Loboc), Find more hotels in Bohol and attractions on this blog, Daluyon Beach and Mountain Resort (Best Hotel in Puerto Princesa), Sheridan Beach Resort and Spa (4-star Hotel in Sabang, Puerto Princesa), Nay Palad Hideaway (Best Luxury Hotel in Siargao), Find more hotels in Siargao and attractions on this blog, Find more hotels in Siquijor and attractions on this blog. Would you need a taxi to airport?" If the guest ask the luggage to be stored, tag the luggage accordingly (guest name, room Guests allowed to enter the hotel must disinfect their shoes using the sanitizing mats provided at the hotel entrance. Immediately refer guests with fever (> 38 C) and/or cough, and have a history of travel to identified high risk countries or localities within the Philippines, to the nearest hospital. Accommodation Establishments establishments operating primarily for accommodation purposes; hotels, resorts, apartment hotels, tourist inns, motels, pension houses, private homes used for homestay, eco-lodges, serviced apartments, condotels, bed and breakfast facilities etc. Ensure luggage is kept clean and in good condition. Home; Services; New Patient Center. Immediately inform the doctor on duty or the emergency response team for assistance for coordination to the referral hospital or the Barangay Health Emergency Response Team (BHERT) for assessment if any staff is concerned about the condition of a guest, or if a guest request access to medical services. : +91 33 40051635 www.orionedutech.com . Print arrival and departure transportation report on daily basis for tomorrow and the day after. Storage Space Estimator; About; FAQ (02) 8569-0371 0915-2676997. Your email address will not be published. In June 2020, the Department of Tourism(DOT) along with the Inter-Agency Task Force (IATF), regulated the operation of all accommodation establishments(AEs) in the Philippines. Hotels/Accommodation must have the following medical kit and PPE available at the reception counter or desk: Other PPE that can be available at the reception counter, for emergency purposes are as follows: 70% solution alcohol, alcohol-based hand sanitizers and tissue paper / paper towel must also be available at the concierge. Once you lift the luggage, hold it close to your body. Kitchen staff must wear face shields when handling food. Holding area must conform to DOH standards. Make sure no luggage has been left in the car. All staff providing guest assistance which requires physical contact (e.g. 18008 Bothell Everett Hwy SE # F, Bothell, WA 98012. Room should be reached within maximum 10 minutes of the check in. Provide medical consultation benefits, mental and psychological support such as but not limited to in-house or online counselling session, and support group to its employees. It goes as follows: Handling Luggage on Guest Arrival As a bellboy look for the new arrival of guest. All general facilities and all furnishings must be cleaned, disinfected, and wiped at least once daily. Wish the guest and walk few steps backward before turning to leave the room. As a bellboy look for the new arrival of guest. Handling Luggage on Guest Arrival. Proper disposal procedures of the trash bag should be strictly implemented. Greet the guest if possible with the name and smiling face. This must be done, using a thermal scanner, by trained hotel personnel or qualified health or medical staff. All Rights Reserved. Ever wonder what hotels in the Philippines will be like after COVID-19? Required fields are marked *, Your phone number (please add your country code), Which activities are you interested in? Keep eye contact. Couples or family members who live in the same house may book a double or twin occupancy room. Only guests cleared during screening shall be allowed to enter the hotel to check-in. The guest's luggage is lost by an airline. SOP for Handling Guest Luggage. Fill in the guest name, room number, number of pax, Fill in the pickup time for Airport Drop Off. As we live in the new normal, may we carry with us the learning from COVID-19 to make us better travelers and better humans. Function venues must have limited capacities to ensure physical distancing. Number of guests who were transferred to the appropriate facility, if any. Guests must be reminded to disinfect their hands with alcohol-based hand sanitizer or 70% solution alcohol located at the reception counter upon entering and leaving the vicinity. A distance of one to two meters between the beds is highly encouraged," the guidelines said. Generally bellboy or bellhop is north American term whereas porter is used mostly in UK and other English spoken countries. Single Occupancy only one person shall be accommodated in each room no matter the size of the room.

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