- anything missing?
5-Star guest journey timeline
[Airport Pickup]
↓
Driver:
- Arrives on time
- Greets guest: "Hello! Welcome."
- Helps with luggage
- Drives safely
- Offers water, checks comfort
Guest feels: welcomed, safe, relaxed
↓
[Arrival at Hotel]
↓
Reception:
- Smiles and greets guest
- Checks in quickly
- Gives key, explains room and services
Guest feels: informed, happy, welcome
Bell Staff:
- Carries luggage to room
- Shows room features (bed, TV, AC, bathroom)
- Explains how things work
Guest feels: comfortable, confident
↓
[During Stay]
↓
Housekeeping:
- Cleans room daily
- Changes towels and bed linen
- Provides toiletries and extra pillows
Guest feels: relaxed, cared for
Concierge:
- Provides city info
- Books tours, tickets, taxis
- Fulfills special requests
Guest feels: supported, special
Food & Restaurant Staff:
- Serves meals politely
- Handles special requests
- Checks everything is okay
Guest feels: satisfied, valued
Manager:
- Checks all staff work well
- Resolves problems quickly
- Supervises guest experience
Guest feels: safe, everything perfect
↓
[Departure / Airport Drop-off]
↓
Reception:
- Checks guest out quickly
- Explains bill clearly
- Says goodbye politely
Guest feels: respected, happy
Bell Staff:
- Helps with luggage to car
Guest feels: cared for
Driver:
- Drives safely to airport
- Says goodbye: "Safe travels!"
Guest feels: happy, satisfied
The manager addressing staff…………..
Good morning, everyone!
We have a very special guest coming to stay with us – one of our regular guests. They know our hotel, and they trust us to give them a perfect experience. Today, I want to go through every step of their stay so we make sure everything is excellent.
First, airport pickup. Our drivers are the first people the guest sees. You must arrive on time, check their luggage, open the car door, and drive safely. Always keep the car clean. Greet them warmly: “Hello! Welcome to [Hotel Name]. Can I help you with your luggage?” Offer water, check the temperature, and play calm music. Ask: “Is the temperature OK?” If we do this, our guest feels welcomed, safe, and relaxed.
Second, arrival at the hotel. Reception staff, greet our guest with a big smile, do a quick check-in, and explain the room key and hotel services: “Welcome! Here is your key. Your room is ready. Breakfast is from 7–10 AM.” Bell staff, help with luggage and show the room carefully. Explain the TV, AC, Wi-Fi, bathroom, and mini-bar. Say: “This is your bed, TV, and bathroom. Wi-Fi password is here. Anything you need, please call us.” Our guest will feel comfortable, confident, and cared for.
Third, room comfort. Housekeeping, clean the room every day, make the bed neatly, change towels and linens, and provide toiletries. Knock politely: “Good morning! I will clean your room now.” Check for maintenance issues, refill water, and ask: “Do you need extra pillows or blankets?” This makes the guest feel noticed, relaxed, and valued.
Fourth, guest support and services. Concierge, provide city information, book tours, tickets, or transport. Ask: “Would you like me to book a city tour or tickets for you?” Handle special requests like birthdays, anniversaries, or surprises: “We can prepare a small surprise for you.” Our guest will feel supported, special, and appreciated.
Fifth, food and drinks. Restaurant and room service, serve meals politely and quickly. Ask about preferences: “Good morning! Would you like tea or coffee?” Clean tables, check the order, and smile: “Is everything perfect for you?” The guest will feel comfortable, satisfied, and important.
Sixth, manager and duty manager. I will supervise all staff, walk around, and greet our guest personally: “Is everything to your satisfaction?” If there is any problem or complaint, we handle it calmly and politely: “I am very sorry. We will fix this right away.” This ensures the guest feels respected, safe, and happy.
Finally, departure and airport drop-off. Reception, do a quick check-out, explain the bill clearly, and say: “Thank you for staying with us. We hope to see you again.” Bell staff, help with luggage: “I will take your luggage to the car. Please check your room.” Driver, drive safely and say: “Thank you and safe travels!” This leaves the guest happy, satisfied, and with a perfect memory of their stay.
Remember, this guest is special because they come to us regularly. Every smile, every polite question, every careful action shows that we care. If we do everything exactly right, they will have a perfect holiday and want to return again and again.
Thank you, everyone. Let’s make this stay unforgettable!
__________________________
Answer these questions:
1️⃣ Airport Pickup
- Who is the first staff member the guest meets?
- What should the driver do with the luggage?
- What should the driver check in the car to make the guest comfortable?
- What words should the driver say to welcome the guest?
2️⃣ Arrival at Hotel
- Who greets the guest at the reception?
- What does reception explain about the room and services?
- Who carries the luggage to the room?
- What should the bell staff show or explain in the room?
3️⃣ Room Comfort
- Who cleans the room every day?
- What should housekeeping provide in the room?
- What should housekeeping ask the guest about comfort?
- How should housekeeping enter the room?
4️⃣ Guest Support / Services
- Who helps the guest with city information?
- Who can book tours, tickets, or transport?
- What special events or surprises can the concierge handle?
- What question can the concierge ask to help the guest?
5️⃣ Food & Drinks
- Who serves meals to the guest?
- What should staff ask in the morning about drinks?
- What should staff do after serving the meal?
- What question should staff ask to make sure the guest is satisfied?
6️⃣ Manager / Duty Manager
- Who checks that all staff are working well?
- What question should the manager ask the guest during their stay?
- How should the manager handle complaints or problems?
- What feeling does the guest have when the manager handles everything well?
7️⃣ Departure / Airport Drop-off
- Who does the check-out at the hotel?
- What should reception say when the guest leaves?
- Who carries the luggage to the car at departure?
- What should the driver say when leaving the guest at the airport?
______________________________
Answers:
1️⃣ Airport Pickup
- Who is the first staff member the guest meets? – The first staff member the guest meets is the driver.
- What should the driver do with the luggage? – The driver should check and carry the luggage for the guest.
- What should the driver check in the car to make the guest comfortable? – The driver should check the temperature and offer water to the guest.
- What words should the driver say to welcome the guest? – The driver should say: “Hello! Welcome to [Hotel Name]. Can I help you with your luggage?”
2️⃣ Arrival at Hotel
- Who greets the guest at the reception? – The reception staff greets the guest at the reception.
- What does reception explain about the room and services? – Reception explains the room key, that the room is ready, breakfast hours, and hotel services.
- Who carries the luggage to the room? – The bell staff carries the luggage to the guest’s room.
- What should the bell staff show or explain in the room? – The bell staff shows and explains the TV, AC, Wi-Fi, bathroom, and mini-bar.
3️⃣ Room Comfort
- Who cleans the room every day? – Housekeeping cleans the room every day.
- What should housekeeping provide in the room? – Housekeeping provides towels, linens, and toiletries in the room.
- What should housekeeping ask the guest about comfort? – Housekeeping should ask the guest if they need extra pillows or blankets.
- How should housekeeping enter the room? – Housekeeping should knock politely before entering the room.
4️⃣ Guest Support / Services
- Who helps the guest with city information? – The concierge helps the guest with city information.
- Who can book tours, tickets, or transport? – The concierge can book tours, tickets, or transport for the guest.
- What special events or surprises can the concierge handle? – The concierge can handle birthdays, anniversaries, or small surprises.
- What question can the concierge ask to help the guest? – The concierge can ask: “Would you like me to book a city tour or tickets for you?”
5️⃣ Food & Drinks
- Who serves meals to the guest? – The restaurant or room service staff serve meals to the guest.
- What should staff ask in the morning about drinks? – Staff should ask: “Would you like tea or coffee?”
- What should staff do after serving the meal? – Staff should clean the table, check the order, and smile.
- What question should staff ask to make sure the guest is satisfied? – Staff should ask: “Is everything perfect for you?”
6️⃣ Manager / Duty Manager
- Who checks that all staff are working well? – The manager checks that all staff are working well.
- What question should the manager ask the guest during their stay? – The manager should ask: “Is everything to your satisfaction?”
- How should the manager handle complaints or problems? – The manager should handle complaints calmly and politely.
- What feeling does the guest have when the manager handles everything well? – The guest feels respected, safe, and happy.
7️⃣ Departure / Airport Drop-off
- Who does the check-out at the hotel? – The reception staff does the check-out at the hotel.
- What should reception say when the guest leaves? – Reception should say: “Thank you for staying with us. We hope to see you again.”
- Who carries the luggage to the car at departure? – The bell staff carries the luggage to the car.
- What should the driver say when leaving the guest at the airport? – The driver should say: “Thank you and safe travels!”
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