Issued: ASIA PACIFIC ROOMS DIVISION Index Nº:
27/01/10 POLICIES & PROCEDURES CON-05-03-003
Revised: Department:
01/05/2013 CONCIERGE / PORTER
Subject: Arrival Transfers 2 pages
POLICY
Prior to arrival at the hotel, guests may request for a pick-up service from train station, airport or offices.
Booking Limousines and taxis is a common procedure for the Concierge/Porters Department. All
bookings must be handled with professionalism and a follow up with the driver on a regular basis ensures
service is provided at all times.
PROCEDURE
Pick up Service by Hotel Shuttle
• Shuttle service is explained upon guest request with:
− pick up location,
− schedule,
− length of time to reach the hotel
• When a guest confirms a pick-up, the Concierge/Porters is to ensure the driver will be looking for
them. Should he/she leave the pick-up point without the guest, this is referred to the
Concierge/Porters service straight away to ensure communication with the guest is followed up.
Should the guest reach the hotel before the pick-up schedule, the driver is made aware of the
situation. Follow hotel procedures for payment for shuttles.
Pick up Service with a Limousine/ Car / Personal Driver
• The Concierge/Porter will liaise with the limousine company for the pick-up service.
• The Concierge/Porter is to log the request with the following details:
− Name of the guest
− Room number when already known
− Date of the limousine service required
− Pick up time (morning/afternoon)
− Pick up location (train station, international/national airport, office name and address, hotel)
− Destination (train station, international/national airport, office name and address, hotel)
− Train / fight details / Number of passengers
− Type of vehicle
− Cost: one way or return
− Payment details: whether guest is settling the charge direct to the limo company or the charge is
to go on the guests account.
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• It is the responsibility of the Concierge/Porter department to ensure the guest’s booking is confirmed
and the charges apply accordingly.
• Once you have received confirmation via fax or email from the limousine company, file it in the
appropriate folder located at the Concierge/Porters desk. If a confirmation has not come through
within the 2 hours of the request, call to make sure they have received it.
− If the guest is arriving today or the guest is in house ensure the charge is posted to guest
account.
− If the guest is arriving at a later date, set a trace in the PMS under the guests’ reservation arrival
date. The same procedure as above is to be performed when the guest arrives.
• Once the pick-up has been arranged a confirmation to the guest/booker is to be sent with the
following details;
− Name of the guest
− Date of the pick-up service required
− Pick up time
− Pick up location and meeting point
− Destination
− Type of Vehicle and cost
− Name of the driver if possible
− Contact number of Assistant Manager in case the guest is unable to locate the driver
− Terms and conditions of cancellation / no show
• All details to be added to the guest profile in the PMS.
• The driver should be provided with signage to display at the pick-up which is typed and presented in a
professional manner. Signage to have;
− Hotel name and logo
− All guests name – first and last name
• Guest should be asked for feedback on the pick-up service provided.
REFERENCE DOCUMENTS
POLICY AND PROCEDURE SUPPORT DOCUMENTS
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