WAIT PROCEDURE

GOAL: All properties will follow established procedures for checking guests in when no rooms are available.

SCOPE:

• To enhance guest satisfaction.

• To outline proper wait procedures.

  
  

PROCEDURE:

A "wait" situation occurs when no ready rooms are available when a guest arrives at the hotel. The Desk Clerk should inform the guest of the situation and advise him/her as to the approximate length of time before the requested/required room is available.

The clerk should explain available services to the guest, offering as many alternatives as possible. The guest's luggage should be stored by the Bellman and automatically placed

in the room as it becomes available. The guest should complete the normal registration procedure, but should be directed to return to the Desk for the room key(s) when the room is ready.

Never hand out keys for rooms on change; or indicate to the quest the anticipated room number. All wait registrations are to be time stamped and held until room assignments

are available. Housekeeping should be notified whenever guests are waiting for rooms.

As the requested/required room becomes available, notify the Bellman to deliver the guest's luggage to the guest's room, and finalize processing of the registration as required.

If the quest chooses to store his/her luggage, but not have it delivered automatically, the luggage claim check should be attached to the guest's registration card.

When the guest returns for the ready room, the Bellman should escort him/her to the room.

If large numbers of "waits' are anticipated, the Front Office Manager or Assistant, at his/her discretion, may available to waiting guests a function room or sleeping room equipped with complimentary coffee, newspapers, and access to outside lines for phone calls. An alternative would be to utilize the Concierge Lounge for this purpose.