The document outlines the front office handbook for Aonang Villa Resort which contains 13 sections that provide standard operating procedures and job descriptions for front office, reservations, bellman/drivers, and the guest service center. It details everything from room descriptions and maps to checklists for various shifts and step-by-step service sequences for common tasks like check-ins, check-outs, transfers, and more. The handbook aims to ensure employees deliver consistent and excellent guest service.

1. Aonang Villa Resort
Front Office Hand Book consist of
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Aonang Villa Resort Fact Sheet
Aonang Villa Room Descriptions and Information
Aonang Villa Resort Map
Aonang Villa Restaurants and Bar
Front Office Organizations Chart
Front Office Grooming
Guest Service Agent Job Description
Bellman & Driver Job Description
Reservation Job Description
Guest Service Agent Standard Operating Procedure
- Morning shift Check list
- Afternoon shift Check list
- Night shift Check list
- Standard Telephone Etiquette for GSA
- Service Sequence for welcome arrival guest
- Service Sequence for fond fare well departure guest
- Service Sequence for check in guest
- Service Sequence for check out guest
- Service Sequence for escorting guest to room
- Service Sequence for in room information
- Service Sequence for update guest profile
- Service Sequence for giving information to guest at the reception desk
- Service Sequence for room key return
- Service Sequence for solving guest complain
- Service Sequence for Fruit and Flower order
- Service Sequence for ABF Box order
- Service Sequence for Welcome drink order
- Service Sequence for Birth Day cake order
- Service Sequence for checking guest extra
- Service Sequence for Transfer request and shuttle report
- Service Sequence for selling Tour and Transfer
- Service Sequence for checking room availability by GSA
- Service Sequence for up selling Walk – In guest
- Service Sequence for up selling Taxi guest
- Service Sequence for update Guest Satisfactory Card
- Service Sequence for preparing check in guest one day before arrival
- Service Sequence for preparing check out guest correspondence one day before
departure
- Service Sequence for input Manager Log daily
- Service Sequence for Cashier during checking out guest
- Service Sequence for Travel Agent City Ledger closure
- Service Sequence for Fix Service

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Service Sequence for supplement charge
Service Sequence for changing the room block
Service Sequence for input immigration report
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Service Sequence for input
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Service Sequence for filing actual arrival, actual departure and actual in-house guest
Service Sequence for distribute and follow up all guest comment to all concern
Service Sequence for changing room departure room to Dummy room or “X” room
Service Sequence for HOD City Ledger closure
Service Sequence for Room changing
Service Sequence for Rebate
Service Sequence for Balance daily Room Transactions
Service Sequence Cashier close shift
Service Sequence for Settlement Credit Card
Service Sequence for using Credit Card machine
Service Sequence for Balance all outlet Bill and Transactions
Service Sequence for prepare daily report and distribute to all departments
11. Reservation Standard Operating Procedure
- Reservation Check list
- Service Sequence for guest enquiry by Phone
- Service Sequence for guest enquiry via E-mail
- Service Sequence for Daily pick up report
- Service Sequence for update daily revenue bulletin
- Service Sequence for prepare correspondence for Guest Service one day before arrival
- Service Sequence for create a new booking
- Service Sequence for issue a Performa invoice
- Service Sequence for checking room availability by Reservation
- Service Sequence to confirm booking to Travel Agent
- Service Sequence to confirm booking to FIT guest
- Service Sequence for Travel Agent enquiry
- Service Sequence for create Group Reservation
- Service Sequence to fill in guest comment
- Service Sequence to input guest extra
- Service Sequence to input shuttle service
12. Bell man & Driver Standard Operation Procedure
- Morning shift check list
- Afternoon shift check list
- Service Sequence for welcome arrival guest with guest luggage
- Service Sequence for fond fare well departure guest with guest luggage
- Service Sequence for pick up guest from Airport
- Service Sequence for sending guest to Airport
- Service Sequence for luggage storage for check in guest
- Service Sequence for luggage storage for check out guest

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Service Sequence for send luggage to guest room for check in guest
Service Sequence for pick up luggage from guest room for check out guest
Service Sequence for transfer guest for one day tour or half day tour
Service Sequence for Hotel Car mileage check
Service Sequence for Hotel Car yearly maintenance check
Service Sequence for Hotel Car cleanliness check list
Service Sequence for Hotel Car Daily Wash
Service Sequence for sending guest message
Service Sequence for Bicycle Rental
Service Sequence for Bicycle cleanliness check list
Service Sequence for Bicycle Daily Wash
Service Sequence for delivery all Order to concern department
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Service Sequence for delivery
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Service Sequence for handle Group Luggage for check in
Service Sequence for handle Group Luggage for check out
to Muang Krabi District Office
13. Guest Service Center Standard Operating Procedure
- GSC check list
- Service Sequence for Telephone Etiquette as hotel standard
Service Sequence for taking note for all call both internal call and external call
- Service Sequence for distribute all comments to other concern department and follow
up
- Service Sequence for external call who would like to talk with hotel guest
- Service Sequence for making oversea call for hotel guest
- Service Sequence for answering and giving information to guest
- Service Sequence for using operator phone