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WorksheetsFO-Concierge SOPs
Total questions: 49
Worksheet time: 8mins
Name
Class
Date
1.
How your position when open the car doors?
a)
Bellman should stand behind the door always and not blocking the path of the guest.
b)
Bellman stands at driver side
c)
Bellman stands near staircase
2.
In case there are some cars arrivals at the same time, which one you open first?
a)
Nearest from you
b)
Far from you
c)
Any one if you can
3.
How do you do if the volume of cars cannot handle?
a)
Seek assistance from Security or receptionist
b)
Let them queue
c)
Ask any staffs for support
4.
What should you do when receive an item or message?
a)
Check carefully, call and send to Guest's room
b)
Check and send to Guest's room
c)
To avoid thief
5.
For mail/goods or other documents, if the guest is in the room, what do you do?
a)
Call and send to guest’s room, then record in details
b)
Keep at Counter, no send and no need record
c)
Send to reception
6.
If there is an item for a guest due to arrive, what do you do?
a)
Check carefully, check system to make sure that guest have a booing, put flag in the PMS and give an alert for all.
b)
Check carefully and keep it at Concierge counter
c)
Check carefully and send to reception
7.
What Doorman must do when the car approaches?
a)
Open the car door, greeting and assist Guest's luggage if have
b)
No need to do
c)
Open car door and come back lobby
8.
Do bellmen offer guest for luggage assistant?
a)
Yes
b)
No
c)
Depend on emotion
9.
How do you say with guest?
a)
Good morning/afternoon/evening! Welcome to Silk Path Hotel
b)
Hello, how are you
c)
Hello, how are you
10.
Why do I have to confirm the pieces of luggage with guest?
a)
To make sure that number of luggage
b)
To record
c)
To avoid number of luggage
11.
What should you do on the way to the to the reception counter?
a)
Escort guest and their luggage to the Lobby
b)
Take care of the luggage and let customer to come in by themselves
c)
Take care of luggage if guest ask for assistant
12.
Always allow the guest to enter or leave the door first, why?
a)
Show respect, and professional
b)
Because Guest is too big
c)
Because we always behind to Guest
13.
After guest entering room, what do you do?
a)
Introduce room facilities and Guest's benefit
b)
Say “goodbye”
c)
Wish guests have a nice stay
14.
Where should the Bellman wait for the Guest?
a)
At elevator
b)
At Front desk’s area
c)
At Concierge counter
15.
Do bellmen offer guest for luggage assistant?
a)
Yes
b)
Yes, if guest ask for assistant
c)
Depend on emotion
16.
What should we introduce to guest?
a)
Introduce room facilities and Guest's benefit
b)
Show maps direction on the main door
c)
Turn on the TV and assist guest to connect wifi
17.
What necessary do we need to prepare for information area?
a)
Ha Noi information
b)
Ho Chi Minh areas information
c)
QR code
18.
Why information must be updated and kept in tidy?
a)
Easy to communicate
b)
For sharing
c)
To handle over
19.
What information should we recommend for guest in fist time they stay?
a)
Ha Noi tour information
b)
Food Tour and Waterpuppetry
c)
Ho Chi Minh Museum
20.
Why do I need to write the destination on the hotel card?
a)
To make sure taxi driver to take right place
b)
To us know
c)
To guest know
21.
Why do I need to note down the taxi number?
a)
In case it has any trouble relates to guest, we can call to support easily
b)
Just to know
c)
Just for our record
22.
Why do I need to confirm the luggage pieces with the guest (if has)?
a)
To make sure that number of luggage is correct
b)
To avoid number of luggage
c)
To record
23.
Why do you need to hold your hand on the top of the door car?
a)
Show we care to protect Guest's head
b)
To protect guest's arms
c)
To protect guest's eyes
24.
How can we ensure all luggage from one group is kept together?
a)
Keep all luggage in 1 area with a sign noted
b)
Not necessary
c)
Tight together
25.
Why do we need to confirm the amount of luggage with tour leader and driver?
a)
To avoid any mistakes
b)
To make sure that number of luggage will deliver to guest’s room
c)
Just to know
26.
How should we place the luggage in the lobby?
a)
Keep all luggage together
b)
Keep at elevator
c)
Keep at store luggage
27.
Why do we need one Bellman to be responsible for the safety of the luggage
a)
To handle directly to Tour leader
b)
To arrange luggage
c)
To avoid lost luggage
28.
Why do we must confirm the quantity and condition of the luggage with the tour leader?
a)
To make sure that number of luggage and guest’s damaged luggage
b)
To avoid mistakes
c)
To know the luggage is belonging to which guest
29.
Why do I have to confirm the pieces of luggage with guest
a)
To make sure that number of luggage
b)
To make a record
c)
To avoid number of luggage
30.
What do I need to fill in luggage tag?
a)
Guest ‘name, room number, number of luggage, check by, store date, back date
b)
Guest ‘name, room number, check by, store date, back date
c)
Room number, number of luggage, check by, store date, back date
31.
Why we need to be careful about damage luggage?
a)
To keep avoid damage
b)
To handle by trolley
c)
Avoid complain
32.
What do you note in case guest report lost luggage in hotel?
a)
Time, place, number of luggage, color, brand
b)
Place, number of luggage, color, brand
c)
Time, place, color, brand
33.
Should you report to your Supervisor/Manager about this situation?
a)
Immediately
b)
Not urgent
c)
Report only if guest is upset because of luggage missing
34.
Do you have to keep guest informed the situation?
a)
Customers must be kept updated on the situation.
b)
Wait until the luggage is found
c)
Unnecessary
35.
Until when do you have to follow up?
a)
Follow through until luggage is returned to guest.
b)
Until reported to the Bell Captain
c)
When is your shift over?
36.
Where should you put the umbrella rack?
a)
Should be set up at the main entrance on rainy days and keep in store in normal day
b)
At the Lobby
c)
In the backside of the Concierge counter
37.
Why should the umbrella be regularly checked for cleanliness?
a)
To make sure guests have clean and qualified umbrella
b)
To keep hotel image
c)
Because guest makes order
38.
Do I need to charge the guest when he/she does not return the umbrella?
a)
Yes, umbrellas are property of the hotel.
b)
Up to situation
c)
FOC for them
39.
How much costs need to charge the guest when he/she does not return the umbrella?
a)
250,000 VND
b)
150,000 VND
c)
100,000 VND
40.
Where do you check departure list for the due out?
a)
At Smile system
b)
Ask Receptionist
c)
Check the logbook
41.
To whom do you inform to if guest request Luggage assistant?
a)
Bellman or call to Concierge Counter
b)
Anyone at Front Desk
c)
Housekeeping office
42.
What do you do if you see guest are carrying luggage?
a)
Offer our assistance right away
b)
Let customer to bring by themselves
c)
Call bellman to help guest
43.
Why should we use guest name?
a)
Show respect, and make friendly
b)
make friend
c)
must know
44.
What do you say to guest when farewell them?
a)
Thank you for your stay and have a good trip/journey/safe flight
b)
Goodbye
c)
See you again
45.
How your face and your eyes when farewell guest?
a)
Smiling and eyes contact
b)
Smiling is enough
c)
feel like so sad
46.
When do you offer transportation for guest?
a)
When guest request or checking in/check out
b)
In the evening
c)
In the morning
47.
Why must we check transportation report for next day?
a)
For the best arrangement transportation service and well prepare to serve guests
b)
To collect payment
c)
To give information to receptionists
48.
How to check airport pick up and drop off from system?
a)
Check PMS report and back-up
b)
Check all booking
c)
Ask receptionist
49.
Why do we need to check transportation on guest folio?
a)
Make sure all the postings are correct and clear
b)
To collect payment
c)
For accounting report
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