MOD Report - SL SHGHA - FL15

As soon as guest or guest's car comes to a stop, open the doors and greet them.

The hotel doorman welcomes each guest in an outgoing and lively manner, using the local language and gestures.Greet you in “Ni Hao” Welcome to Pudong Shangri-La with smile

Engage with the guest by making eye contact and speaking in a friendly and calm voice, so<br>they can hear you and better understand you

Make sure you are always alert and facing the guests, even when you are standing still, and<br>when you move, walk with confidence, never running or seeming confused

Make your service cheerful, but don’t ask the guest questions about their journey or<br>previous visits, allowing them to reach reception as soon as possible

Help all guests with their baggage unless they decline. Explain clearly to them what will happen with their baggage next.

Tell the guest exactly how many bags you will be taking, and issue them a baggage claim<br>check

Was reservation details(room type, room rates, total pax, room preferences, benefits, departure date) are confirmed?

Greet guest name. Ensure that guests are not crowded together at the desk and the conversation isn't easily overheard by other guests.

When staff find guest reservation, explain to guest the room type they have booked and their departure date.

Once you know the guest’s name, and if you feel comfortable saying it, use their name just<br>once or twice, especially when you are finishing your service to them

Be aware of the guest’s mood – if they appear to be tired from a long journey, or in a hurry, remain mostly quiet; if they seem receptive, staff can ask them about their journey but don’t ask a lot of other questions unless the guest brings it up first.

If the guest is a return visitor, genuinely welcome them back to the hotel; if they are a first time guest, welcome them graciously and thank them for choosing Shangri-La

If the guest’s reservation includes a package of services or benefits, mention this very briefly and without excessive detail

If invite the guest to upgrade to a better room, suggest that the guest might be more comfortable and the advantages of the better room; for example, a beautiful view, spacious working area, or separate sitting room

If the guest is a member of Golden Circle, confirm that staff is aware of it; staff may ask if they are a member but if they are not, ask if they will be interested to enroll, but do not press them

If need to help ensure baggage delivery, for example by handling the baggage claim check, handle this carefully and urgently

If the guest has made a dinner or spa reservation at the hotel, confirm this with them or give them a written confirmation

If the guest has received any pre-arrival mail or messages, make sure it is given to them right away

Offer each guest an escort to their room or provide it automatically; If the guest is being escorted to their room, don’t try to introduce hotel features at reception

Make final comments to the guest warm and friendly, and express genuine welcome

Was the employee dressed in a clean, pressed and complete uniform?

Did all employees wear name badges?

Was the employee well groomed?

Did the employee maintain eye contact with the guest?

Did the employee smile and exhibit a friendly manner?

Did the employee have a good command of English language and speak clearly?

Did the employee respect guest's presence when interacting with other colleagues?

Make sure the entire arrival area and front doors are very clean and neat, with no stored baggage or working supplies visible to the guests.

Did the reception desk look neat and professional?

Was area behind he reception desk free of clutter?

Answer the phone within 3 rings and do not place the guest on hold for more than 30 seconds.

If calls are placed on hold, ask permission before doing so, and thank the guest for waiting

If a call is transferred, make a polite comment before you connect the guest

If see the guest’s name and feel comfortable saying it, use their name once or twice during the conversation, especially when ending the conversation

If a guest must wait, or if staff are interrupted while serving a guest, try to make it less than 1 minute, and always apologize for any delay.

Engage with the guest by making eye contact and speaking in a friendly and calm voice, so they can hear and better understand. Give the guest undivided attention at all times.

Listen carefully to what the guest is asking, and try to understand completely what they need and when; make sure the solution or answer really meets their needs before closing the conversation

Always alert and facing the guests, even when standing still, and when move, walk with confidence, never running or seeming confused

If the guests include elders or children, make a special effort to speak to them respectfully, and for example, by bending down to make eye contact with children

Did Bell person offered Laundry and valet services.

If the guests include elders or children, make a special effort to speak to them respectfully,<br>and for example, by bending down to make eye contact with children

Make final comments to the guest warm and friendly, and express genuine thanks for their visit

If guest information is involved, like their name and room number, be careful to keep it confidential by not leaving it out on a desk or announcing it loudly

If an appointment or booking has been made, or an address written down, be sure to use the Shangri-La confirmation, and write it neatly and completely

Arrive at the guest’s room quickly after their call for service – if this won’t be possible, tell<br>the guest and estimate the accurate time

Ring the bell at the door, and wait ten seconds before repeating (if no one answer the door, please repeat it 3 times)

Ask permission to enter before stepping into the guest’s room

Greet the guest cheerfully and ask if they have enjoyed their visit

Confirm the number of bags and tell the guests what will happen with the bags next and<br>where you will meet them

If the guest has ordered a hotel car for transport, load the bags into the car, ready for<br>departure

If the guest asks to have bags stored, give them the luggage tag and store the bags<br>accordingly

Engage with the guest by making eye contact and speaking in a friendly and calm voice

Check guest's staying satisfaction with smile

Remind to clear safety box

Present paperless of the bill to the guest and ask them if there are any other charges,<br>for example, minibar

If the guest disputes that a charge is correct, and if you don’t have the actual receipt, then<br>assume the guest is correct and credit their account (up to the amount per hotel delegation<br>of authority)

Offer to email the guest a copy of the final bill after they have reviewed it, or if they prefer,<br>print a final copy making sure that it is neat and that it has a zero balance due

Fold the copy of the bill so that the logo is facing outward and present it to the guest with<br>both hands

Ensure that guests aren’t crowded together at the desk and that your conversation isn’t<br>easily overheard by other guests

Complete the check-out as quickly as you can without seeming rushed (4 minutes maximum)

Once you know the guest’s name, and if you feel comfortable saying it, use their name just<br>once or twice, especially when you are saying goodbye

Make your final comments to the guest warm and friendly, and express genuine thanks for<br>their visit

When the guest leaves the reception desk, make sure that you or one of your colleagues<br>escorts them to the front of the hotel

Long-staying and other esteemed guests should be greeted personally by a manager<br>during their departure

Was the employee dressed in a clean, pressed and complete uniform?

Did all employees wear name badges?

Was the employee well groomed?

Did the employee maintain eye contact with the guest?

Did the employee smile and exhibit a friendly manner?

Did the employee have a good command of English language and speak clearly?

Did the employee respect guest's presence when interacting with other colleagues?

Make sure the entire arrival area and front doors are very clean and neat, with no stored baggage or working supplies visible to the guests.

Did the reception desk look neat and professional?

Was area behind he reception desk free of clutter?