STANDARD OPERATING PROCEDURE

Airport Transfer

DEPARTMENT : Rooms Division

SECTION : Bell Boy/GSA

Basic:

 The arrangement for transportation is done as soon as confirmed

with the Reservation Department.

Procedure:

Airport Representative

AIRPORT REPRESENTATIVE (GUEST ARRIVAL)

 (GUEST WHO REQUESTED FOR TRANSPORTATION TO

THE RESORT)

 Arriving guests are met at the “Arrival Meeting Point” right at

the terminal exit. Guest is identified upon arrival at the
airport by showing him/her the resort signage with his/her
name.

 Upon identification of guests, they are approached and

greeted with eye contact and a smile, i.e.:

 If FIT – “Good Morning, Mr/Ms/Mrs ______. Welcome to

Samui. How was your flight?

 If Group – “Good Morning everyone. Welcome to Dubai. I hope

you had a nice flight.”

 Guest is offered and provided assistance with his/her luggage.

 While guest is escorted to the pick-up area, the Driver is

called through the mobile phone to proceed to load the guest.

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 Guest is kept attended while waiting for the vehicle and
informs that the driver has been called.
 Load the luggage to the car and reconfirm with the guest that
luggage is in order.

 Approximate arrival time at the resort is being relayed to

guest-“Mr/Mrs/Ms______. It would take you 20 minutes from
here to the resort.

 Guest is given door assistance (opening & closing). Wish the

guest a pleasant stay at Nora Beach Resort & Spa “Have a
pleasant stay at Nora Beach Resort & Spa, Mr/Ms/Mrs
_______.”

 Call the hotel reception, through 2-way radio, to inform that

guest is on the way to the hotel, with full name and flight
details- “Guest Mr/Ms/ _______, PG 047, on the way to the
hotel”.

 If there is more than one (1) arrival at the same time, then the
first priority must be given to the reservation guest:
Mr/Ms/Mrs.___ would you mind waiting please. I will be right
back in a minute and will arrange you a car to the resort.

 Airport Limousine is being contacted and guest is asked to pay

directly to the Limousine Company/Driver.

 Load the luggage to the car and reconfirm with the guest that
luggage is in order.

 Approximate arrival time at the resort is being relayed to

guest-“Mr/Mrs/Ms______. It would take you 20 minutes from
here to the resort.

 Guest is given door assistance (opening & closing). Wish the

guest a pleasant stay at Nora Beach Resort & Spa “Have a
pleasant stay at Nora Beach Resort & Spa
Mr/Ms/Mrs__________.”

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  Call the hotel reception, through 2-way radio/mobile phone, to
inform that guest is on the way to the hotel, with full name,
flight details and the type of airport limousine car with plate
number- “Guest Mr/Ms/ _______, EK 047, on the way to the
resort”.

Resort Driver

 Greet guest – “Good morning Mr/Ms/Mrs __________”.

 Seat the guest at the back, or in front whichever guest

prefers.

 Turn-on the video of the hotel for the guest to watch. Ensure
that the volume is on an acceptable level.

 Wear the seatbelt. Also suggest to the guest to wear – “May I

please recommend to wear the seatbelt”.

 Take off the car smoothly.

 Show friendliness throughout guest contacts. However, driver

must not converse unnecessarily with the guest. Answer the
guest only when he/she asks questions.

 Contact the Doorman/Bellman, through 2-way radio, upon

reaching a pre-determined location, approximately 5 minutes
prior to estimate arrival to resort – “Guest Mr/Ms/Mrs.
______, ETA 5 minutes”. No unnecessary communication on
the radio.

 Park the car close to the resort’s main entrance.

 Let the bellman open the door for the guest.

 Open the car boot to empty the luggage.

 Check the car thoroughly. Ensure that no guest belongings are

left behind.

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  Wish the guest a pleasant stay – “Have a pleasant stay at
Nora Beach Resort& Spa”
 Hand-over to the Doorman the Guest Preference
Questionnaire (for submission to the Front Desk Staff).

TRANSPORTATION FROM RESORT – AIRPORT

 Approaching guests at the Front Desk Counter are greeted by

Guest Services Agents/Officers. Within 8-feet distance,
guests are acknowledging with eye contact and a smile. Within
5-feet distance, perform “Wai” and greet the guests – “Sawadi
Krab/Kha! Good morning sir/madam (use guest name as much as
possible)”.

 Upon check-in, departure details are confirmed with the guest:

1. Date of departure
2. Time of flight departure
3. Flight number and airline
4. Time of pick up at the resort entrance/exit.

 How many persons and how many pieces of luggage.

 Guest is informed of the cost of transfer-out/transportation

service, which will be posted into his room folio. Enter the
departure time and codes “CAR” into the Fidelio departure
field.

 Information for same-day-service should be done before 1800

hrs. The Concierge Desk will handle any arrangement after
1800hrs.

 The GRA/GRO checks the Fidelio transfer departure list

report to ensure that information is entered / accepted.

 The GRA/GRO has to record into the Limousine Reservation

Logbook located at the Concierge Desk.

RESERVATION DEPARTMENT

 At the time of Reservation, it is the responsibility of the

Reservation Agent to ask the guest if he/she requires

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 transportation. If so, guest is informed about the different
options (shuttle, limousine) and tariff is quoted accordingly.
 Reservation Agent enters into Fidelio (in a special field that
will be created for this purpose) the requested airport
transfer as well as the flight details.

 Reservation Department is checking on a daily basis all

bookings for the next day before passing the correspondence
to the Front Office; therefore, at the same time to ensure
that the transportation has been set up correctly.

 One day prior to arrival, Head Concierge is responsible for

printing the Airport transfer report and cross check with the
Limousine Reservation log book and hand it to the Limousine
counter by 1830 hrs.

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