Guest Service Agents prepare for group rooms by reading through all of the Group Folder information and requirements in order to be knowledgeable. When the group folder arrived weeks prior, the Guest Service Agents went through the information line by line to ensure that all notes and details are met by the hotel and the guests can have the optimal experience during their stay. The preparation is a key component in the pre arrival stage of the guest cycle. During the pre arrival stage, it is an opportunity to clearly communicate to all departments what is required, place any special orders and prepare the room to meet or exceed the guest expectations.

The GSA's had a look at a specific note for wedding guest Mr. Kelvin Lee. Although the final copy of the group folder arrives a few days prior to group arrival, the more prepared the GSA team for the group the better for our guest experience.

Guest Requires fully accessible room - This was guaranteed by sales as it was a condition of booking the group account.

Expected to arrive on Friday via group bus at 8pm

Expected to depart on Tuesday at 12:30pm

Question-What steps do you think the rooms division should take in order to meet Mr. Lee's needs for his upcoming stay at the hotel?