Professional Documents
Culture Documents
SOP for Concierge Travel Desk Airport Pickup Service
SOP for Concierge Travel Desk Airport Pickup Service
The Front Office / Bell Desk / Concierge team should be ready to assist as well as
possible in this process. Any request of the guest must be followed up in the correct
way in order to ensure his/her satisfaction.
Every 30 minutes check the ETA and if there are any changes, update the
arrival report and call back to the hotel to inform concierge on-duty staff.
Prepare Placard / Paging Board / Airport Pickup Board with printed guest
name and flight details.
4. Upon flight arrival.
Ensure the limousine arrives at the airport 15 minutes prior to the flight
arrival.
The guest will be able to see his name and will be met upon arrival.
Avoid airport representatives missing the guest.
5. Meet the guest.
Hold the signboard in front of you at eye-visible level and stand in front of
the arrival gate to wait for the guest.
Always maintain a smile and when a guest approaches you, say: “Mr.
David, Welcome to Atlanta, Hope you had a nice flight”.
If more than one guest says “Hi Sir/Madam, May I have your name,
please.”
After obtaining the guest’s name, greet the guest by name.
Clear visual and able to see all guests coming out from the arrival hall.
Inform the Hotel Concierge team before starting from the airport.