Please see below (✅ sign) for detailed instruction from the Group Sales Team.
The process:
Prepare in advance (preferably during the NT shift)
🖨 Print the group arrival form
📑 Prepare the welcome packs and make the keys in advance (if you can set them to be active as of 2pm)
When the group arrives:
😃 Greet them with a big smile
🚪 Make sure they are not blocking the entrance area entirely
📝 Go over the Arrival form and the Rooming list with the Group leader and make sure the IDs match
☎️ Make sure you have the Leader's contact information (email, phone number)
🤫 Explain the House Rules to the Leader and make sure they sign the form
🍔 Tell them about Meals/Breakfast
🗝 Ask the Leader to collect all keys on check-out and hand them back to you all together*
🗣 If you can do that without screaming, deliver the Welcome Speech to the entire group, if not, deliver it to the Leader and ask them to pass the information on to their group
🍻 Don't forget to tell them about the Bar deals (unless they're minors)
☑️ Check the Group in in the system as well!
*We do not take key deposits for Group bookings. However, we do charge £/€ 2 per lost key at checkout so make sure you count and note the amount of keys given and confirm it out loud with the Leader
✅ A final email will be sent to you close to the arrival, with the subject "Groups: Important information about Group Booking: Folio XXX".
This email will have all relevant information to help you check-in the group, including any extras booked (upgraded breakfasts, lunches or dinners, damage deposit info, but also activities and city taxes).
❗️ Please check this email from us thoroughly (WE ADVISE TO PRINT THE EMAIL), so that if there are any concerns the Group Sales team can still get back to you with enough time before the group arrives.
Please remember our group prices include a continental breakfast.
When you check-in a group, please confirm you have:
✔️ the House Rules fully completed (all groups are informed this should be ready to give to you on arrival - HAVE BLANK COPIES PRINTED IN CASE )
✔️ the Guest Arrivals Form prepared (this is normally sent to you with the final email noted above, however you should confirm to ensure you have all details required).
***PLEASE BE SURE TO CHECK EVERYONE HAS ID ON THEM LIKE EVERY OTHER GUEST AND MATCHED THE FORM
Damage Deposit for Groups
Unless we have accepted an exception (for which we will discuss with you in advance), groups should not be requested to leave card details written down on the signed House Rules upon their arrival. This is to comply with privacy and security rules.
The alternative to this, which we will do our absolute best to get done before each group's arrival date, will be for the group leader to authenticate their debit/credit card via our secure payment system STRIPE, for which £/€1 will be taken in order for the payment system to be able to authenticate the card.
IF WE CANNOT GET THIS INFO IT WILL SAY IN THE FINAL EMAIL MENTIONED ABOVE.
This £/€1 will be refunded by our group sales team after check-out, if no damages have been done and if no house rules have been broken.
To note this will only be required when groups have NOT paid for their accommodation booking via STRIPE.
Before we refund this £/€1, we will reach out to you and ask if there was any damage or broken House Rules. If you have any feedback for us on top of this, this is certainly welcomed and it would be great if your teams could get into the habit of sending us some feedback 1 or 2 days after each group has stayed with you. This will allow us to improve with future groups. We will wait for 3 days for a response from your team; if we do not hear back, we will refund them and will consider there was nothing to report from your side.
If there are any damages / broken house rules you would like us to charge before the group’s check-out, please ensure a supervisor/manager informs the group leader that the card on our payment system will be charged for X amount. Then, this supervisor/manager must contact the Group Sales team by email to request the card on file to be charged for that amount and confirming the group leader with the name Y has been informed.
If everything mentioned above is received and all okay after being checked, you can give them their room keys, give a check in speech about facilities you may need to tell them :)