‫إفعل‬ Do ‫ال تفعل‬ Don’t

‫قم بإعطاء الضيف التفاصيل الكاملة‬ give the guest complete and accurate details ‫ال تعطي الضيف معلومات غير كاملة او‬ Don’t give the guest incomplete
‫والدقيقة قبل الوصول‬ before arrival ‫غير صحيحه‬ information or false information

Don’t check in the guest into a room

‫افحص الغرفة بعناية قبل كل وصول‬ inspect thee room carefully before every arrival ‫ال تقم بتسكين الضيف إلى الغرفة حتى‬
‫التحقق من الغرفة جيًدا‬ untill checking the room well

‫اتبع إجراءات توصيل الضيف الي غرفته‬ Don’t check in the guest until you
follow escorting procedures ‫ال تسكن الضيف حتى تقوم بعمل جولة‬ make to him a full orientation while
‫كاملة له أثناء اصطحابه إلى غرفته‬ escorting him to his room

‫إهتم بالتفاصيل وبسرعة الخدمة‬ ‫ال تجعلهم ينتظرون الخدمة‬ Don’t Keep them waiting for the
Take care of details and speed of service
service

‫اجعل النزيل مرتاح وسعيد فى غرفته من‬ Make the guest comfortable and happy in his Do not leave the room before making
‫ال تخرج من الغرفة قبل ان تتأكد من نظافة‬
‫ خالل احساسه بالنظافة فى كل ركن من‬room by feeling the cleanliness in every corner of ‫كل جزء وكل شىء بداخلها‬ sure that every part and everything
‫الغرفة‬ the room inside is clean

Don’t enter the guest room without

‫ال تدخل غرفة الضيوف دون طرق الباب‬
‫اتبع إجراءات دخول غرفة الضيوف‬ follow entering guest room procedures ‫حسب تسلسل الخدمة‬ knocking the door as per sequence of
service

don’t be tough or silly with the guest

alwayes smile and be friendly with the guest and ‫ال تكن قاسًيا أو سخيًفا مع الضيف وقم‬
‫ابتسم دائًم ا وكن ودوًدا مع الضيف وتحدث‬ ‫بإعطاء المزيد من االهتمام لسلوكك‬ and give more attention to your
‫بأدب‬ speak in a polit way
attitude
 don’t be tough or silly with the guest
alwayes smile and be friendly with the guest and ‫ال تكن قاسًيا أو سخيًفا مع الضيف وقم‬
‫ابتسم دائًم ا وكن ودوًدا مع الضيف وتحدث‬ ‫بإعطاء المزيد من االهتمام لسلوكك‬ and give more attention to your
‫بأدب‬ speak in a polit way
attitude

don’t ignore checking the quality of

‫ قم دائًم ا بمتابعة موظفيك للتأكد من أنهم‬always follow up your staff to be sure that they are service , follow up your staff,
، ‫يخدمون الضيف بطريقة مناسبة‬ serving the guest in a proper way, communicate ، ‫ال تتجاهل التحقق من جودة الخدمة‬
‫ ويتواصلون جيًدا مع بعضهم البعض‬well with each other and make a proper hand over ، ‫ والتواصل بشكل جيد‬، ‫ومتابعة موظفيك‬ communicate well with each other
‫ويقومون بتسليم مناسب‬ ‫وقم بالتسليم المناسب‬ and make a proper hand over

sanitize all touching points during the room

‫طهر جميع نقاط اللمس أثناء تنظيف الغرفة‬ ‫ ال تتجاهل جميع االحتياطات والتعليمات‬don’t ignore all covid 19 precautions
‫ارتدي قناعك‬- cleaning and wear your mask 19 ‫الخاصة بمرض كوفيد‬ and instruction
‫ اتبع سياسة الفندق واهتم أكثربسلوكياتك‬Follow the policy and give more attention to your ‫ ال تملك أو تشرب المخدرات في الفندق أو‬Don’t own or drink Hash ( drugs ) in
‫أثناء العمل‬ attitude and behaviours during operation ‫أثناء العمل‬ the hotel or during operation
‫قم بإجراء فحص للتأكد من تطبيق جميع‬
make check round to ensure that all health and ‫ال تهمل إجراءات الصحة والسالمة‬ Don't neglect Health and safety
‫إجراءات الصحة والسالمة‬
safety procedures are applied procedures

‫كن امين‬
‫أعد التحقق من طلب الضيف قبل توصيله‬
‫له‬
‫استخدم بوابة الموظفين فقط‬
Be honest ‫ال تسرق شيئًا من العمل أو من زمالئك‬ don’t steal anything from the
operation or from your colleagues
‫ال توصل أي أطعمة أو مشروبات إلى‬ don’t deliver any food or beverage
recheck the service order before contacting with ‫غرفة الضيوف قبل فحصها‬ items to the guest room before
the guest
checking themfirst
‫ال تستخدم بوابة الضيوف دون إذن من‬ don’t use the guest gate without
use only staff gate ‫اإلدارة‬ permission from the management
 Examples from Negative Comments

The guest commented that the reservation not gave him the full information pre the arrival so he had to
call them two times to get the information

The guest asked about the breakfast box at the check-in process but the FO agent told her it's against extra
charge (350 LE)

The guest commented that no one told him about the parking fees
The guest commented on the delay in the check in process, sink was pulgged, terrace door not closing
properly, hot water temprature not so hot and no carpets
The guest commented that bathtub is plugged
The guest commented on the old TV, the signal is not stable and broken cupboard door
room smell, water color is yellow
The guest commented that minibar is not working
The guest commented that there is no water and hand towels when they checked in, requested from FO
and HK 3 times and there was delay in the service
shower gel bottles is half empty
The guest commented that ceiling in the bathroom leaked some water at night and hot water is not stable
The guest commented that there is ants in the bathroom and the room floor was not clean enough
AC making loud sound
The Guest commented that the minibar was not working and he requested to change it yersterday
commented that capboard is broken
safebox numbers not working properly
The guest commented that thae bathroom was not clean, the bathtub plugs, the light system was not
working yesterday and someone fixed it in an hour
commented that water pressure is weak in the bathroom and AC makes a noise sound
The guest commented that bathroom door lock not working properly
The guest was satisfied but commented on the room isolation and windows need more cleaning
The guest commented that the sink was plugged (she asked the Eng. to fix it already), broken cupboard
shelf and the terrace door handle not stable

The guest commented there is a broken shelf in the cupboard

The guest commented that bellman didn't escourt him to the suite just told him the direction and he
couldn't found it easily

wait for the extra bed for 2 hours to delivered to the room while they reserved a triple room
Yesterday at sohour he requested water from room service but sohour delivered with no water
she requested from HK water and slippers at 02:00 AM but no one fullfil the request
Commented about the delay in serving the pizza order at Gamila also delay to get the check
The guest commented that he requested room cleaning at 9:30 AM but not done till 01:00 PM
The guest commented that he requested water from HK and there is delay one hour until it comes
The guest commented that he requested from HK yesterday shampoo & shower gel but no one fullfil the
request
The guest commented that TV was not working and called reception but there is delay from ENG to come
(2 Hours)

The guest commented that the HK delayed in the daily cleaning till 15:30
and the sink was plugged

The guest commented that there is a delay in the check in process and the room size

The guest commented on the room cleaning after ENG fix the bathtub
The guest commneted that the suite was not clean, fingerprints on the cupboard, spots and hair on the bed sheet

The guest commented that HK didn't clean the room daily (only cleaned the bed)not refilled the coffee
tray or cleaned the used mugs
The guest commented that the mugs were not clean, blanket with spots and kettle leaking water which not
safe for the guest

The guest commented that the floor of the room was dirty and the HK did not clean it properly, The guest
asked for extra cover and it was wet

The guest commented on the mini bar sound and there is many mosquites in her room

The guest commented that there was a blood stain on the bed sheet, Ants inside the rooml

The guest commented that no water bottle in the room, empty mini bar and the telephone was not
working so he couldn't contact us to order water bottle also there is no carpert and slippers

The guest commented that HK entered the room while his mother was sleeping

The guest requested more amenties in the bathroom and HK entered the room without kncoking

the chef at oriental section was not smilling or welcoming

The guest commented on the service friendliness of the main restaurant

 The guest commented that restaurant staff are not smilling

beach boys behaviour when they told them about the closing time of the beach

security behavoiur when they told them visitors are not allowed enter the room

The guest commented on the security attitude when he asked her about the room number

The guest commented that the receptionist gave her late checkout till 14:00 last night and today the
operator called him at 12:00 to checkout

HK not wearing mask all the time and fold the towel with his mouth
The guest was satisfied, Just needs HK to sanitize all touching points during the room with cleaning
employees were terminated from work because they were hiding Hash (drugs )in their cloth during
operation

handles of the fence glass not stable

employees were terminated from work because of Stealing, one stole his colleague's phone, other stole
cigarettes from office and other stole napkin

The guest commented that boiled eggs came to him raw uncooked at sohour meal

an employee tried to left the hotel from the guest gate