Rooming a Guest (SOP)

Saurav Sarkar

May 15, 2025 - 17:13

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There are some special procedures for rooming a guest from front desk to room for the first time. Here are some steps to follow while rooming a guest.

1: Greeting at the elevator:

Guest Relation Officer (GRO) handover the room key to the bellperson.
Bellperson address the guest and welcome him to the hotel.
Then he show the way to the elevator.
Bellperson should offer to carry guest’s coat or luggage as he escorts him or her to room.

2: Showing the Room:

Open the guestroom door with the guest key (making sure it works before the guest arrives), hold the door open and insert the key into the master switch.
Let your guest settle down little bit.

3: Present Room facilities:

Generally guests remain very tired while they come. So don’t expect they will allow you to give your full presentation. It is better to cordially ask in this way “May I take a few moments to explain the features of your room?”
Briefly explain the light switches to the guest including the standing lamp switch and the bed side lamp switches. They may tilt beside lamp shades for extra light.
Let the guest be aware of the location of the hair drier, laundry bags and dockets located in the top drawer underneath the TV.
Guests may listen to the TV or radio in the bathroom by switching on the “Radio” switch above the tissue box located on the wall.
Be sure that you don’t miss to explain following points of information:

Temperature control
Emergency exits
Technology information regarding internet access
Power supply
Introduce Restaurants and Bar
Introduce Hotel services and facilities

4: Offer Services:

Ice will be offered to all guests or pre-set in room.
Whilst greeting arriving guests, offer complimentary pressing and shoeshine service.
Offer to take coats and hang them in the closet.
Explain the operation of the Instant Service Button.
Offer unpacking services.
Offer complimentary coffee, tea, or soft drinks.

5: Leave & Follow Up: