GSA Service Expectations

1. A colleague must be visible at the Front Desk at all times

2. Front desk colleagues must be knowledgeable about hotel services and facilities
a. Including, but not limited too; room types, F&B outlets, meeting and events
facilities, laundry, pool/gym opening hours
b. Must be knowledgeable about IHG Rewards
3. Front desk colleagues must be knowledgeable about the local area
a. Transport services, sites and attractions, restaurants/cafes, events, local laws (RSA,
hotel smoking restrictions), ATM/currency exchange locations, fitness options (local
running routes, gyms, pools), shopping centres, pharmacies
b. Directions and approximate travel times
4. All colleagues must present themselves for work in a clean, tidy and professional manner
5. Front desk and surrounding area
a. Must be free from clutter and well maintained
b. Required guest information including IHG Rewards Club, F&B information must be
accessible, i.e. Room Service/Oceans Menus
6. Front desk colleagues must have sufficient supply of necessary items
a. Room key cards/wallets, folio paper, maps, additional guest amenities,
adaptors/chargers, laundry bags/lists
7. When the guest arrives within 3m of the concierge desk, colleagues must immediately
acknowledge and greet the guest.
a. If the desk is busy, colleagues must make eye contact so that the guest are aware
that their presence has been acknowledged
8. All phone calls must be answered within four rings
a. Calls must be answered using hotel brand greeting
b. Callers must be thanked for their call
9. Colleagues must acknowledge all guest request and take ownership to achieve the desired
results
a. Colleagues must inform guest of the length of time it may take to complete their
request
b. Colleagues must introduce themselves by name and assure guest they will take care
of the request
c. If a request cannot be completed, guest must be informed of reason and offered
alternative
d. Upon completion of guest request, colleagues must follow up to confirm the guest’s
satisfaction
10. Guest must be notified within ten minutes upon completion of any requested services
GSA Service Expectations – Check-in

1. Check-in must be available from 2pm

2. A Check-in process must be in place and include the following:
a. A check-in process must take no longer than 4 minutes for a guest with a reservation
b. A check-in process must take no longer than 6 minutes for the guest without a
reservation
3. For arriving guest
a. For repeat guest > colleagues must welcome back guest and provide
hotel/surrounding information where required
b. For new guest > colleagues must welcome them as ask if they require more
information about the hotel
4. Method of payment must be determined at time of check-in
5. Guest must be directed to their room and invited to contact front desk at any time for
further assistance
6. Hotel must adhere to all VIP guest
a. Colleagues must offer guest to be escorted to the room
7. Confirm that all rooms are non-smoking in the hotel
8. Where a room is not available at time of check-in, they must fully be informed of the
following:
a. Approximate wait length
b. Luggage storage must be offered in secure location and guest is to be provided with
a luggage tag
c. Offered green room facilities and complimentary water
d. Where a room is not available at stated check-in time, guest must be offered service
recovery, e.g. complimentary beverage
e. When room is available, guest must be contacted and check-in must be processed
with key handed to guest
GSA Check-in Checklist

1. Welcome Guest
a. Welcome back/to the Crowne Plaza Coogee Beach
2. Confirm reservation with Credit Card and Photo ID
a. Ensure that CC and Photo ID both match the name on the reservation
3. Print Registration Card
4. Check Alerts, Traces and Profile Notes
a. Action accordingly
5. Confirm number of Nights and Check-Out date
6. Update Guest Profile
a. CC information (Change Pre-Auth Amount to 0.00)
b. Contact information, i.e. Phone Number and Email Address
c. Residential address if applicable
7. Confirm Pax
8. Confirm Room Type
9. Confirm inclusions:
a. i.e. Breakfast, Car parking, Internet (complimentary WIFI), etc
10. Check Comments
a. POA = Take payment on check-in
b. POE = Ensure routing is set up correctly
11. Membership – Are you a member with IHG rewards?
a. IF GUEST IS A MEMBER
i. BASE – Membership recognition and welcome letter
ii. GOLD – Elite membership recognition, welcome letter and welcome amenity
iii. PLATINUM – Elite membership recognition, welcome letter and welcome amenity
iv. SPIRE – Elite membership recognition, welcome letter and welcome amenity
b. IF GUEST IS NOT A MEMBER
i. Offer enrolment and explain benefits of enrolling
12. Have Guest Sign Registration Card
13. Inform guest of hotel facilities and hotel surroundings
14. Cut Keys for Guest
15. Luggage assistance
a. Do you require any assistance taking your luggage up to your room?
16. Further assistance
a. Mr Smith, my name is ____ , if you require any further assistance, please don’t
hesitate to contact me.
b. Offer directions and assistance to room
GSA Service Expectations – Check-out

1. Check-out time must not take more than 5 minutes

2. Luggage collection must be offered
a. Luggage must be collected within 10 minutes of guest request
3. When assisting guest with Taxis colleagues must
a. Inquire where guest is going
b. Accurately communicate location to driver
4. Check-out process must include the following
a. Must offer payment option in home currency
b. Must take note of guest payment
c. Must present guest with Hotel bill to check and agree
d. Colleagues must ask guest if they have removed charges and any items from the safe
e. Must address guest using title and Sir Name
f. The bill must be presented with a branded pen
g. Must ask guest about their stay
h. Must offer luggage assistance
i. On completion of check-out colleague must ask if the guest requires any further
assistance
j. Colleague must thank guest for their stay and offer safe journey
k. Any issues/complaints raised by the guest must be logged and actioned
GSA Check-out Checklist

1. Greet Guest
2. Enquire about guest stay
a. Mr Smith, how was your stay with us?
3. Any issues/complaints raised by the guest must be logged and actioned in duty log
4. Colleagues must ask guest if they have removed all charges from room and any items that
were kept in the safe
a. Mr Smith, I’d just like to check that you have removed all charges from the room and
all items from the safe
5. Enquire if additional charges apply and post where necessary
a. Mr Smith, did you have any minibar or car parking with us
6. Present guest will hotel bill to check and agree with the room charges
a. Must be presented with branded pen
7. Payment options must be given to guest at time of payment
a. Cash, Eftpos, and Credit
8. When paying with Credit, guest MUST be advised that a service charge applies
a. Mr Smith, a credit card surcharge of 1.5% applies for all visa credit transactions. Is
that ok? Alternatively no surcharge applies on cash or savings transaction
9. Once payment has been completed, guest must be offered tax invoice in hardcopy or email
format.
a. Mr Smith, would you like your receipt to be printed or sent via email?
10. Guest must be offered both luggage and transport assistance
a. Mr Smith, do you require any luggage or transport assistance this morning?
11. Colleague must thank guest for their stay and offer safe journey
a. Thank you Mr Smith for choosing to stay with us and have a safe journey. We look
forward to seeing you again.