Department: 

Front office / Concierge  - Departure Transfers

Date Issued: 06-Sep-2018
Time to Train: 20 Minutes
Purpose of Limousine Transfer SOP:
The Front office / Travel Desk / Concierge team should know the correct
standard for arranging the limo/car for the departure guest. No guest
departure should be delayed due to non-availablity of the car, as this creates a
negative last impression for the guest.
All departure drop off request of the guests must be accurately tracked and
followed up in a correct way in order to ensure guest satisfaction. The last
impression should be always a memorable one that the guest carry on with
him and will have an impact on this feedback of his stay at the hotel.

Limousine Drop off for Departure Guests Standard Procedure:

1. Print and check the airport pick/drop report on every day. 

2. Make sure the limousine driver grooming is impeccable with the clean
and crisp uniform. 
3. Use the Limousine or Car checklist to inspect and ensure that the
vehicle is fit and presentable for the guest's pickup. 
4. Make sure the car is clean at the inside and outside and that the inside
air is fresh and without any bad odour.
5. Make sure you have newspaper set up and a music selections ready.

6. Check that you have cold water and cooled hand towels prepared.
7. Make sure you know the guest name and drop off destination, check the
best route on the online map services like 'Google Map' to avoid any
traffic conjunction on the way to the airport.
8. If applicable, prepare taxi voucher and enter the starting kilometres,
make sure you spell the name of the guest correctly on the voucher
along with room number.
9. Make sure you know when is the guest departure time and if the guest
is going by flight which terminal the flight departs from.
10. Make sure to reach the portico at least 5-10 minutes prior to the
guest's departure time.
11. Never should the guest be waiting at the lobby for the car to
arrive at the portico. 
12. The Chauffer or the doorman should always have a straight posture.

13. Acknowledge the guest with an eye-contact. 

14. Walk towards the guest with a genius smile.
15. Always speak clearly when interacting with the guest, an example
introduction is - “Good Morning/afternoon/evening Mr David, Welcome!
Hope we can now depart to the airport?” 
16. Carry the luggage of the guest and carefully load it into the
limousine.
17. Make sure to use an open palm gesture, then ask to confirm the
number of baggage loaded: “May I confirm that you have 2 pieces of
luggage, Mr David?”
18. Open the Limousine door, and use an open palm gesture to invite
the guest into the car, ladies first. 
19. Once the guest is inside the car, close car door carefully, and
never slam the door.
20. After the guest had settled down in the car, please ask the below
questions.
21. In case the guest has not fastened the seatbelt, "For your safety, I
would request you to kindly fasten the seatbelt"
22. "May I offer you some water Sir/Madam”
23. “Is the temperature inside the car comfortable?”
24. “Would you like me to select some music?” 
25. Inform the guest about the approximate travel time to the
destination.
26. Only speak to the guest if he/she starts the conversation with you.
27. Inform the guest that you are 10-15 minutes away from arriving at the
Airport, as he.she might want to keep back the reading books or
shutdown the laptop.
28. The Airport Representative must be notified about the guest arrival
before 1-10 minutes, As he can then be ready to welcome and assist
the guest on arrival. 
29. “We have arrived at the Airport [Mention your Drop off
place] Mr David”.
30. If the airport representative is not present to receive the guest
then the driver/chauffeur is responsible to open the car door and assist
the guest to get out.
31. Assist with the guest's luggage and take the signature on the taxi
voucher or collect the payment as per the hotel's policy. 
32. Bid farewell to the guest by saying "It was a pleasure driving Mr
David, I wish you a pleasant flight and hope to see you soon again”.