Reception standards MDH

Team answer all external calls with good morning/afternoon/evening macdonald xxx hotel, Name speaking how can I help you?

Team to answer internal phone calls as: good morning/afternoon/evening, Reception, (Name) speaking, how can I help you?

Calls are answered in 3 rings if not, the caller is thanked for waiting

transferring calls- team always announce the name of the person to the caller before putting the call through

Team transferring External calls for a guest as: "hello Mr xxxx I have Mr xxxx on the phone for you, can I put him through? Always wait for the call to connect before ending the call. Calls should not be put through to voicemail unless specifically requested.

Message handling: I house guests- All messages are entered into the reservation in Opera. It is printed and put in an envelope and delivered to the guest

Guests due to arrive: All messages are entered onto the reservation in Opera. It is printed, put in an envelope and handed to the guests on arrival

Guests in a conference/meeting- if the message is urgent, it is passed to the guest immediately. If not it is passed to the guest by the conference Team on a break.

Internal - messages are emailed to save paper

Internal-All messages are typed, spell checked and delivered to the guest in 10 minutes of it being taken

Collateral relocated in the reception area: point of sale stands- 2 current A1 posters and 4 A5 flyers/brochures

Digital photo frame- the Frame should be ideally located on the desk. Alternatively, it may be fixed to the wall close to the reception desk in a good viewing and reading position for the Guest

Plasma TV should be fixed to the wall ideally behind the Reception desk where Guests are easily able to view the corporate video

Map and mini directories available

F&b Easel/Canvas to be placed in reception area to advertise Food Provenance and other food messages within Macdonald Hotels.<br>

All Marketing collateral is kept up to date as per the information found in Marketing matters

Brochures and flyers are not scattered on the reception desk

Credit card fee sign A5 detailing the £3 credit card fee is on display in an easily readable area of reception

Charity- Macdonald Hotels charities leaflet to be present at/on the desk, explaining to the guest on check in and departure what this is

Room Allocations- special requests, club members and VIP guests have rooms allocated the night prior to arrival. large groups can also be pre allocated if required. All other rooms are allocated at the point of check in.

Large groups are put in a different corridor or floor (if possible) to leisure guests to help alleviate noise complaints

VIP guests are allocated the best room of the room type booked. Elite and by invitation members are entitled to a complimentary upgrade subject to availability.

Lone travellers are allocated rooms in the main building and where possible: rooms on the ground floor, near a fire escape, opposite stairs or lift, rooms near a flat roof

Where a hotel is a 4 red star and above we should offer to take the guest to their room

Team to liaise with housekeeping to ensure Elite and By invitation members Receive VIP package in the room

Team ensue all VIPs are recognised and treated accordingly, making sure all special requirements are adhered to from the trace reports

All guests and visitors to the hotel are acknowledged with eye contact, a smile and a greeting I.e good morning/Afternoon/Evening, Sir/madam even if they are passing the Reception desk

If the guest is approaching the desk the same greeting is given with how can I help? If there is a queue, staff acknowledge the waiting guest with eye contact and if possible advise them that they will. E with them as soon as possible

At check in the Team greet the guest ask for their name and confirm details of their stay. Team to establish if the guest is a member of the club and if not explain what it is, the benefits and how they can sign up/join if not a club member Team member should check if the guest has stayed at at Macdonald Hotels as they may have a profile

Confirm address email and phone number and amend if necessary. Non U.K. Residents must present a passport or national identity card and the details recorded in Opera

Guest to complete registration card, key card and complete car registration if applicable

Offer newspapers and wake up call. Up serve diner and breakfast (if the rate does not include this) offer to book a table for dinner

Explain the location and opening times of all facilities including the restaurant

Request credit card for pre authorisation and explain the £3 credit card change. Hand out room key and give directions to the room offering luggage assistance. (Room number never to be announced)

Guests name to be used twice on check in

Luggage delivery- knock 3 times and announce department. Greet the guest in a polite friendly manner using guests name. Ask the guest if any transport or route planner required

Group check in- all rooms to be pre allocated prepared registration cards keys and welcome letters. Keys to be cut and and placed in key wallets prior to arrival

Prepare luggage tags if applicable. Greet group organiser and welcome to hotel, explain group check in and registration process. Explain hotel facilities. Ensure to discuss ore authorisations if applicable

Check out- team to greet the guest "good morning how can I help?" Ask for their surname and then confirm the room back to them <br>

Team to always ask guest how their stay has been. If applicable staff to ask if the guest has had anything from the mini bar and charge accordingly

Team to ask guest if they are happy to support the Make the difference foundation as there will be a £1 charge on the guests bill

If guests do not wish to donate, staff remove from the bill and present to the guest to check. Bills are not verbalised and are always checked prior to departure

Team to engage with the guest in a polite and friendly conversation asking about their plans for the day opportunity to ask about booking another stay

Ask guest if they would like to settle their bill and point out £3 credit card fee if already applied. Ask if the guest is settling with the same card, if paying by cash or debit card remove the £3 fee. Inform guest their bill will be emailed to them

If the guest is not already a member team must always ask if the guest has heard of the club, explain the benefits and how they sign up

On departure we should be highlighting to the guest about booking direct. These are guests who booked through ITA such as booking.com, late rooms and Expedia

Team to offer luggage assistance and help with onward journey or taxis etc personalise their fairwell comments

Express check out guests are told on check in that they will receive a copy of their bill in the morning of their departure

Bills are printed after the night audit with the express check out letter on the reverse

Bills are placed under the doors of the guests departing day

Guests complete and sign the completed express check out document and hand it in at the reception desk

Complaints: Team must always listen and be sincere, never interrupt the guest or imply the issue is the guests fault. Ask how you can resolve the situation, agree a course of action with the guest, resolve the issue before the guest leaves the hotel

If the guest wants to see the manager, Team Member to ask the guest to take a seat and call the duty manager immediately

Team to inform duty manager of all complaint details before they meet the guest

If the guest is in house and requires a follow up during their stay, Team ensure details of the complaint are entered on the reception handover

Team to add an alert on check out so that other Reception Team know and can follow up with the guest

Team to update the guest profile in Opera with notes detailing the complaint and outcome

The club: all team know that anyone wishing to become a member can do by signing up on line through Macdonald Hotels website

Team know that all elements of the guest membership are managed through their on line account. Team know that all cards, welcome packs, vouchers etc are organised through head office and are not the responsibility of the hotels

Team know that if a guest wishes to redeem their points this is done on line through their club account. Team are aware that points cannot be redeemed directly through the hotel

Make a difference charity- team to inform guests about Macdonald hotels charity foundation.

Team can explain 3 charities that make a difference supports: place2be- a school based counselling service dedicated to improving the emotional well being of children their families and whole school community.<br>The Prince's Trust supports 13-30 year olds who are unemployed and those struggling at school and at risk of exclusion <br>Columbia 1400- help young people from tough realities realise that they possess the inner greatness to transform their lives

Out of hours enquiries- enquiries are recorded on the standard Macdonald hotels enquiry forms. Enquiries are passed on to the relevant departments to follow up.

Out of hours wedding enquiries- the form is filled out and a copy of the current wedding brochure is emailed out to the caller within 30 minutes of the call. Advise the caller the name of the person who will be contacted them

Walk in wedding enquiries- reception to have 10 wedding brochures behind the desk

An enquiry form is filled in on a walk in wedding enquiry and potential couple given a wedding brochure

Data Entry of enquiry form- last name or first name cannot contain any of the following: @!$#%^*{}:;?+[]|\'+= and cannot contain only numbers <br>Address - first line of address is mandatory, city must be present in city field, post code in post code field post code must contain s gap<br>Email must be present and valid so that invoices on departure(don't force guest to leave an email address)<br>Phone number- uk phone numbers should be entered as per BT dialling code standard with a space between area code and the number<br>International numbers should have international dialling code area code then number with spaces i between<br>U.K. Mobile phone numbers entered first 5 digits space then rest of the number

Profile notes are kept up to date with any information regarding the guest preferences complaints etc<br>Data entry standard is note date initials. Newest note at top use only General or background notes