WELCOME PACK PREPARATION

FRONT OFFICE PROCEDURE MANUAL / GUEST SERVICE

WHAT HOW WHY

Each guest arriving to Le Royal  Welcome packs should be prepared in advance For time saving
must receive a clean tidy welcome during the night shift along with the Registration
pack that consists of the welcome cards
letters and any other promotional  Welcome packs must be given to every guest on
insertions. arrival.
 Ensure that Welcome Pack Folders are clean, no For better image
This welcome pack should be well stains or dirt
presented and prepared given along  Ensure that each Welcome Folder has an
with the key holder. appropriate Welcome Letter placed into it. Taking Reflects professionalism
into consideration nationality and language of the
guest
 If any voucher and or flier insertion is to be given
to the guest, ensure that it is included

KEY HOLDER
 Make sure that the key cards are clean and Hidden for safety reasons
Number of keys without marks;
 Ensure that there are 2 keys per room for suites or This is the most important part, as the
double occupancy. guest’s name is to be highly respected.
Written information  Ensure that room numbers are clearly written on
the key card inside. Cross promotional
 Ensure that the guest’s name is correctly spelled
and neatly written in block letters.
 Departure date is matching the reservation
booking

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Front Office Procedure Manual, CFOPMGS 5 Welcome pack preparation, Page 1 of 1