Front Office Policy & Procedures

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1) Telephone Operator:

-Wake-up call requests and delivery are available 24 hours per day/ 7 days a week.
-Wake up call requests are handled in a warm and friendly manner reflecting the
Sheraton

Service culture using the Sheraton Tone of Voice and Language to include the
following:

- Welcome greeting.
- Confirmation of the guest name, wake-up time, and room number.
- Thoughtful closing remark
- Wake-up calls are delivered within 5 minutes of the time requested.

Wake-up calls are delivered in a warm and friendly manner reflecting the Sheraton
service
Culture using the Sheraton Tone of Voice and Language to include the following:

- Thoughtful greeting, purpose of call and pleasant closing.

- Time of day and the outside temperature or weather forecast (personal calls only).
- Use of the guest's name (personal calls only).

SPG Platinum guests, Premium Suite guests, and VIP guests receive personal wake-
up
Calls

All unanswered wake-up calls will be repeated within 5 minutes. If call remains
Unanswered after another 5 minutes, it is investigated by an associate.

2) Check/In Procedures
All front office stations are equipped to handle check-in, check-out, key validation,
parking
validation (where applicable) and monetary transactions.

Posted check-in time is no later than 3PM, (15:00h) although guests are
accommodated
earlier when possible.

Guests are asked to present a valid photo ID at check-in. Identification is requested

of
arriving guests to verify the name, but no information from the ID is photocopied or
recorded, unless required by local law.
Time waiting in line for check-in will not exceed three minutes.
Associates provide a welcoming, efficient and genuine arrival experience for guests
creating an emotional connection, a positive first impression and reflecting the
Sheraton
service culture using the following components:

- Acknowledge the Guest by providing eye contact, smiling, using the guest's name
(min.
2 times) and welcoming the guest to the property saying "Welcome to Sheraton. May
I
have your name?"

- Recognize SPG to determine if the arriving guest is a Starwood Preferred Guest

Member, and remind them of benefits, such as upgrades and amenities.
- Recap Preferences to ensure that the information in the guest profile is correct,
update
e-mail address and thank them for their loyalty.
- Information in Reservation to confirm departure date, rate, room preference, early
departure fees, and special requests etc.
- Verify Method of Payment to obtain the proper method of payment
- Acquire Keys for the guest (room numbers and rates are indicated in writing and not
stated out loud)
- Leave a lasting impression - the final opportunity to truly impress the guest.(offer
luggage assistance, etc.)
The local language, if not English, is used where appropriate.

Messages, faxes and packages received prior to arrival are given to guest at check-
in.

3) Check/out Procedures:

In accordance with local law, at least one of the following methods of check-out are
offered:
- Placement of folio under guestroom door overnight for guests due to depart. Folios
are
secured to protect guest's privacy.
- Video or other automated check-out method. On request, the folio may be mailed,
faxed or e-mailed as indicated within 24 hours of departure.
(May not apply to select customer market segments.)

Check-out time is no earlier than 12 noon (12:00h).

Time waiting in line for check-out will not exceed three minutes.
Associates provide a memorable and efficient departure experience to guests
reflecting
the Sheraton service culture using the following components:
- Deliver a warm greeting (including eye contact and genuine smile)
- Personally inquire about the guest's experience and offer a probing follow-up
question if
there is any indication that the guest was not completely satisfied
- If a problem is indicated, follow the "Solutions that Connect" service recovery model
- Inquire if guest received folio
- Ask about settlement and any additional charges
- Verify e-mail address
- Present updated folio to guest, and re-swipe credit card if necessary, as per
divisional
SOP's
- Use guest name
- Offer luggage assistance
- Thank the guest
- End with invitation to return
Guests are notified when after-departure charges are added to their account after
checkout
by sending a revised voucher and copy of the charge to the guest within 24 hours.