The Farewell Standard
Five steps from the luggage call to the car pulling away. The bill is checked the night before, so the last five minutes at the desk belong to the guest.
- Who
- Front desk agents, bell attendants and doormen
- When
- Every departure, from the luggage call to the car leaving
- You need
- Folios checked overnight, the departures list, transport times
- Measured by
- Bags collected within 10 minutes of the call
- Checkout done within 5 minutes
- Room and car checked for left items
5 steps
01
Check overnight
By 06:00 the night agent reviews every folio for the day’s departures: rates match the booking, no duplicate charges, all extras posted. Anything unclear is noted for the morning agent.
Say this
“Folio 412 checked. Spa charge from Tuesday not yet posted: chase at 07:00.”
Common mistake Checking the bill while the guest stands there. Every question becomes a wait, and the car is already outside.
02
Collect the bags
When the guest calls for luggage, give a time and be at the door within ten minutes. Count the bags against the arrival tags, and check the safe, the wardrobe and under the bed before leaving.
Say this
“Someone will be with you in ten minutes, Ms Rossi. How many pieces are we collecting?”
Common mistake Taking the bags and leaving the safe unchecked. The passport is found at 15:00 by housekeeping.
03
Settle in five
Have the folio ready before the guest reaches the desk. Offer a printed or emailed copy, let them read it without commentary, confirm the payment method and finish within five minutes.
Say this
“Here is your bill, Mr Al-Harbi. Take your time with it; I can also email you a copy.”
Common mistake Asking about the minibar after the room has already been checked. It sounds like an accusation.
04
Ask and listen
Ask one open question about the stay and listen to the whole answer. If something went wrong, write it down in front of the guest and pass it to the duty manager before they leave the building.
Say this
“What should we keep exactly as it was for your next visit?”
Common mistake Asking while the printer runs and your eyes are on the screen. The guest says “fine” and writes the rest online.
05
See them off
Walk the guest to the car, check the bags are loaded and counted, and confirm the destination with the driver. Say goodbye by name and stay at the kerb until the car has turned out of the drive.
Say this
“Safe travels, Ms Rossi. We look forward to having you back.”
Common mistake Turning back to the lobby while the car is still at the door. The last thing the guest sees is your back.
The Departure Timeline
Who owns each part of a departure. The guest sees five minutes of it; the rest happens the night before and in the corridor.
Read one row at each morning briefing for six days. On the seventh, the front office manager watches two departures from the lobby and tells the team which row slipped.
The Standards Library.
No. 22 · Front Office
The Room Move Standard
Five steps for moving a guest to another room mid-stay. Done well, the guest leaves one room for dinner and comes back to find everything in the other.
No. 23 · Front Office
The Bill Query Standard
Five steps for the moment a guest questions a charge. Most queried lines turn out to be posting errors, so the first job is to check the record, not explain it.