Front Office Operations Guide 1178 Guest Mail and

Front Office Operations Guide, 1178 Guest Mail and Packages A. The Purpose of This Policy Handling guests' incoming mail and packages is an important service we provide to our guests, so handling every piece professionally and thoroughly is essential. Lost mail or packages can be disastrous to the guest and the Hotel. The purpose of this policy is to assure that we handle guests' mail and packages efficiently and without losses. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1178 Guest Mail and Packages B. Incoming Mail and Packages When guest service agents sort the Hotel's incoming mail, send incoming mail or packages that are not addressed for a Hotel department to the front desk for possible delivery to guests. Use the following procedures to process potential guest mail: First, determine for whom we received the mail or package, including the following: v an in-house guest, v a guest arriving today, v a guest arriving on a future date, v a departed guest, or v an addressee who cannot be located. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1178 Guest Mail and Packages B. Incoming Mail and Packages (cont. ) To learn which applies, check advance reservations and our guest history records. (Be certain to check for multiple guests in rooms by checking the In-House Phone List. ) Then use the appropriate procedure from the following sections. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1178 Guest Mail and Packages C. In-house Guest Mail and Packages If the guest for whom we received the mail or package is registered in the Hotel, use the following procedure: 1. Record the mail or package in the Guest Mail, Fax & Package Log. 2. Call the guest to inform him or her of the delivery. If the guest is not in or the line is busy, leave a voice-mail message. 3. If you give the mail or package to someone to deliver, have him or her sign the Guest Mail, Fax & Package Log. Call the guest about 20 minutes later to check if he or she received the mail or package. 4. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1178 Guest Mail and Packages C. In-house Guest Mail and Packages (cont. ) 4. Hold mail in the bucket for that room number's slot. 5. Hold packages behind the front desk in a safe place where they will not be a tripping hazard or obstruction to traffic. Get a baggage claim form. Place the claim form on the package and the portion of the ticket that the guest normally would receive in the bucket. 6. When you present the mail or package to the guest have him or her sign the Guest Mail, Fax & Package Log showing that the mail or package has been received. 7. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1178 Guest Mail and Packages C. In-house Guest Mail and Packages (cont. ) Handle overnight and express mail and packages, such as Federal Express, with special urgency. For example, if you believe the guest is in a meeting, in the restaurant or outside the Hotel, make a special effort to locate him or her to explain that a package has arrived. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1178 Guest Mail and Packages D. Same-day Guest Mail and Packages If the mail or package is for a guest arriving today use the following procedure: 1. Log the mail or package in the Guest Mail, Fax & Package Log. 2. If it is mail, attach the mail to the guest's pre-registration documents. If it is a package, attach a baggage claim form to the package and store it in the back office. Attach the portion of the claim form that the guest normally receives to the preregistration documents. 3. Hold the package in the back office in a safe place where they will not be a tripping hazard or obstruction. 4. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1178 Guest Mail and Packages D. Same-day Guest Mail and Packages (cont. ) 4. When the guest arrives for registration, give him or her the mail or package early in the registration procedure. See the procedure Guest Check-in. When you present the mail or package to the guest, have him or her sign the Guest Mail, Fax & Package Log showing that the mail or package has been received. 5. If the guest does not arrive that day, telephone him or her to learn how we can forward the mail or package. 6. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1178 Guest Mail and Packages E. Future-arrival Guest Mail and Packages If the mail or package is for a guest not arriving until the next day or longer, use the following procedure: 1. Log the mail or package in the Guest Mail, Fax & Package Log. 2. Get the telephone number from the advance reservation and call the guest. Ask the guest if he or she would like the mail or package held for arrival or forwarded to another address. Encourage the guest to have the mail or package forwarded to another address if the arrival is for a week or more in the future. 3. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1178 Guest Mail and Packages E. Future-arrival Guest Mail and Packages (cont. ) 3. If the guest wants the mail or package held for arrival, flag a note on the guest's reservation and follow the procedures described in the heading "Same-day Guest Mail and Packages". 4. If you cannot reach the guest, keep trying. If you have tried several times and for several days, leave a message that you are holding the mail or package for arrival and follow the procedures described in the heading "Same-Day Guest Mail and Packages". 5. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1178 Guest Mail and Packages F. Mail and Packages for Departed Guests If you receive mail or a package for a departed guest, use the following procedure: 1. Log the mail or package in the Guest Mail, Fax & Package Log. 2. Get the telephone number from our guest history records and call the guest. Ask the guest where he or she would like the mail or package delivered. Make arrangements for the mail or package to be sent to the departed guest at his or her expense. 3. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1178 Guest Mail and Packages F. Mail and Packages for Departed Guests (cont. ) 3. If you cannot reach the departed guest, keep trying. If you have tried several times and for several days, leave a message that you are returning the mail or package to the sender. 4. Return the mail or package to the sender and record your action in the Guest Mail, Fax & Package Log. 5. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1178 Guest Mail and Packages G. Non-deliverable Mail If you cannot locate information on a mail or package addressee as a Hotel current, past or arriving guest, take the following steps: 1. Log the mail or package in the Guest Mail, Fax and Packages Log. 2. Check the address again to be certain that the mail was properly delivered. 3. Check with the Hotel's sales, catering and reservations department, to learn if anyone in that department is familiar with the guest or organization. 4. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1178 Guest Mail and Packages G. Non-deliverable Mail (cont. ) 4. If you believe the mail or package may be related to a citywide convention, check with the convention's housing bureau to learn if they are familiar with the guest. 5. If the above steps do not locate the addressee, return the mail or package to the sender and note that action in the Guest Mail, Fax and Packages Log. 6. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1178 Guest Mail and Packages H. Confidentiality As with all other guest information, keep information about guests’ incoming and outgoing mail and packages confidential. Do not discuss the contents of guest mail and packages with others. I. Related Policy See Policy 0195, Safe Mail Handling. End GUEST SERVICES GUIDE © Marin Management, Inc.

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