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8. If discussing the guest bill, point out charges and personal
details on the guest bill without mentioning them out loud.
9. Apologise, handle all disputed charges immediately and to
the guest’s satisfaction.
10. The front desk hosts will fold the guest bill neatly, attach it
to the credit card receipt if used, place it in an envelope and
present it to the guest.
11. The front desk hosts will on request, provide Radisson
Rewards members with a print-out of their Radisson
Rewards point balance.
12. Ask about the guest’s satisfaction with the stay, noting all
comments and addressing any complaints or problems
immediately.
13. The front desk host will when receiving positive remarks,
thank the guest and tell them that their remarks will be
passed on.
14. Advise the guest of the precise follow-up action that will be
taken if an issue remains unresolved upon departure and
confirm that an art’otel manager will be back in touch before
the end of the next business day to follow up.
15. Inform hotel management of any unresolved guest issue.
16. Before guest departure, check for outstanding messages,
remind the guest to empty the safe deposit box (if applicable)
or in-room safe, and ensure that the guest has all necessary
travel documents.
17. The front desk host will offer the guest assistance with
luggage, directions, future reservations, transportation; and
18. Will thank the guest by surname for their visit, invite them
to return to the hotel and wish them a pleasant & safe onward
journey.
3. Pre-recorded voice mail messages must be short and
professional, stating Hotel Team Member name, position,
department and the option to dial the operator for assistance.
4. The front desk hosts will:
• answer all calls within 3 rings;
• give the caller a clear and welcoming greeting that uses the
art’otel name;
• never tell the caller to dial another extension; rather, dial
the extension for them;
• not screen calls, but transfer calls directly to the requested
extension;
• conclude calls by thanking the caller; and
• never disclose guest room numbers over the telephone.
5. Offer callers who are not immediately connected to their
party the following options, as appropriate:
• To continue holding;
• To be connected to another Hotel Team Member or
department;
• To have another Hotel Team Member return their call within
three (3) minutes;
• To leave a written or voice mail message.
6. Between the hours of 11pm and 6am local time, advise
callers requesting a guest room of the local time and offer the
option to take a message or put the call through.
7. Repeat written messages back to the caller to ensure
accuracy.
8. Note the time of the call, and switch on the message light
immediately.
9. Print out written messages attractively and professionally,
with the complete message, time of call and name of caller.
10. Deliver written messages to the guest room in a sealed
envelope within 15 minutes of receipt.
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Guest communications
Deliveries
1. A Hotel Team Member will deliver incoming messages and
packages to the guest room within 15 minutes of receipt.
2. Switch on the guest’s message light within 5 minutes of a
delivery to the hotel.
Messages
1. During business hours, incoming calls are not automatically
forwarded into voice mail.
2. After business hours, incoming calls are directed into voice
mail with an option to return to the operator.
3. Ensure that packages are released only with a guest
signature upon delivery to the room; and
4. If a room has ‘Do Not Disturb’, leave a written message
asking the guest to contact front desk for a convenient delivery
time.
art’otel brand book
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