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4. When guests call art’otel Guest Services they only make one
point of contact and never have to repeat the details of their
request or dial another extension.
5. Find out what assistance the guest may need and help them.
If talking to the guest by telephone, pay attention to what the
caller is saying and repeat important facts if appropriate.
6. art’otel Guest Services fulfil/deliver the required service
within the promised timeframe.
7. Routine requests for standard stocked items are filled within
10 minutes.
8. The Hotel’s Guest Services Operator will:
• be pleasant, unhurried and well organised;
• answer calls from the guest room within 3 rings: “Good
morning [afternoon/ evening], [Guest name when
available]. This is [Operator name], how may I help you?”;
• pick up unanswered incoming calls to the guest room within
5 rings, and offer the caller the options of leaving the guest
a written or voice mail message
• not put guests on hold for more than 15 seconds; if a
longer hold is unavoidable, offer guests a call back, which
is placed within 3 minutes; and
• answer all emergency calls after the first ring, identify the
extension and ask for the location of the caller;
• provide an estimated delivery or service time, where
applicable.
4. Offer to carry bags for guests when they pass through public
areas;
5. Pick up items and debris in the public areas;
6. Report any Health and Safety issues;
7. Will at the end of all interactions, thank the guest for
choosing art’otel, with a warm smile and a genuine farewell;
8. Will ensure that guests with a disability experience the
standards of guest service that are outlined in the Disability
Assistance Guest Standards document;
9. Will at all times, make themselves aware of their presence
before entering a guest room with regular knocks/doorbell
rings, a minimum of 2 verbal service announcements, a pause,
a discreet door opening and entry
Art of comfort and presentation
1. Hotel elevators, corridors and all public areas are
immaculately clean and welcoming.
2. The hotel Lobby always has a key piece of art from the
signature artist and/or fresh, creative floral display.
3. Offices are clean, efficient and professional in appearance.
4. Signage is clearly visible, dust free, well-polished and in
good condition.
Guest services delivered wake-up calls
1. Record wake-up call requests promptly with the guest name,
room number and time of the desired call.
2. Repeat the wake-up call time back to the guest to ensure
accuracy.
3. Offer guests requesting a wake-up call the additional option
of placing a room service breakfast order.
4. Deliver the wake-up call within 3 minutes of the requested
time in a calm, clear voice: “Good morning, Mr./Mrs. [name].
This is your wake-up call. It is currently [time].”
5. Offer a follow-up wake-up call within 10 minutes of the prior
wake-up.
Art’otel team members
1. Will answer calls within 3 rings;
2. Will confidently introduce themselves by name
5. Carpets are clean and free of spots, holes and tears, with no
frayed edges.
6. All brass/stainless steel/chrome is polished, shining and free
of fingerprints.
7. Furniture is dust free, not chipped, without stains, not wobbly
and in as-new condition.
8. Walls and ceilings are clean, without scratches, spots or
discolouration.
9. Electrical switches are in good working order.
10. Light fixtures are uniform, working and dust free.
11. Windows and mirrors are clean, with no streaks or
smudges.
12. During servicing of public areas, the Public Area Attendant
carries a basket that is neatly stocked and does not obstruct
passing guests.
13. art’otel signature scent in all public areas
14. Public toilets are clean, spotless, sanitised and fresh
smelling, with no cracks, chips or discoloured grout.
3. Hold doors open for guests, and invite guests to move in and
out of elevators and public spaces first;
art’otel brand book
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