CHECK-IN AND CHECK-OUT

Guest arrival

To welcome the guest to the property associates, make eye contact and greet them with warm, friendly smiles.

The first available associate should open doors and help guests out of the vehicles.

The porter will unload the luggage and escort the guest to the front desk where they offer coffee and dates.

After the check-in, the porter accompanies the guest to their accommodation. On the way, the porter will highlight the property's F&B options and suggest arranging bookings. They will inform guests of special events at the property or share other relevant information. They will present the accommodation and hand over access cards, set the air conditioner to the guest's preference and point out details such as wi-fi passwords.

Special guests

Check-in time starts at 14:00, but guests may be accommodated earlier if possible.

In the event of a delay, provide the VIP guest with complimentary beverages while they wait. If the delay is extended, offer an alternative room to refresh themselves. If no room is available, direct them to the spa.

To verify their names, all guests are asked to present photo identification at check-in.

To expedite processes, guests swipe their credit cards at check-in. Unless they pay with a different card, it will not be needed again at check-out.

Guests shouldn’t have to wait longer than three minutes to be checked in.

Acknowledge Atana Hotels VIP members and remind them of their exclusive benefits.

Assure them that all preferences in their guest profile have been met.

Check-out

Check-out time is no later than 12:00. Check-out should take less than five minutes.

Guests typically check out at the reception desk. Check-out may sometimes occur in the guest's room or suite, except for specific customer segments or guests without established credit.

A multilingual duty manager is in the lobby during check-out to handle any concerns. The spoken languages are market driven.

Collect the guest’s luggage within ten minutes of the request. Arrange transport if not already done. Retrieve the guest's vehicle from parking upon request. The porter loads belongings into the vehicle and asks guests to check their luggage before leaving.

To settle the account, confirm the desired payment method at check in. Ask if the guest has any unposted charges. Ensure the guest has viewed their bill and reprint if needed. Offer to email the zero-balance receipt and ask if the guest needs a printed copy. Notify guests when late charges are added to their account after check out by sending a revised voucher and copy of the charge to the guest within 24 hours.

Finally, the porter asks about their stay and address any outstanding issues without delay. Thank them for staying with Atana Hotels and invite them back soon. Encourage them to share their experience on social media platforms.

Door and valet services

These services are available from 07:00 until 23:00.

The first available associate opens the passenger door of the vehicle first, and then the others. Greet guests by saying, "Welcome to Atana Hotels (Property name).” Offer umbrellas if it is raining.

Promptly unload luggage if any. Explain the parking options if applicable. Inform them where the electric car charging station is, if required. Open the doors and escort the guest to the reception desk.

Valet service associates greet guests and welcome them to the property. They explain to the guest how the car is to be claimed, parking rates and methods of payment where applicable. They offer directions to the reception area, function location or other location as appropriate and wish the guest a pleasant stay.

Valet services return the key to the guest after parking the car. Return the vehicle with the radio and seats in the same position as when it was handed over.

The property must ensure all associates designated to drive hotel or guest cars have appropriate valid driver’s licenses.

The property must have insurance coverage against injury, damage and loss.

If a third party conducts valet services, the property must ensure they comply with all insurance regulations.

If there is a parking charge, guests can charge the posted rates to their room account.

Luggage service

The luggage service is available upon request.

The porters are near the luggage storage area and easy to spot.

Luggage is delivered to the guestroom within ten minutes of check in and picked up from the guestroom within ten minutes of the request.

Group luggage delivery and pickup may exceed ten minutes but may not exceed thirty minutes.

The porter introduces himself in a warm, friendly manner.

The guestroom door is kept open using an approved doorstop.

The porter place suitcases on the luggage rack, along with garment bags and loose items.

Clothing is hung in the closet.

Upon departure the porter uses the guest's name and politely asks about their stay.

They invite the guest to check the number of luggage loaded into the vehicle.

Luggage storage

Secure storage is available 24/7 in an area restricted to unauthorized associates and guests.

Claim checks have liability limits and comply with Atana Hotels brand graphic standards.

Car care

The porter or receptionist inquires if the guest requires a car wash before departure, available for an additional fee.

Once the car is washed, a thank you card is placed under the wiper blade.

Wake-up calls

Wake-up calls requests and delivery are available 24/7.

Wake-up call requests are managed personally:

Use the appropriate salutation.

Confirm the guest's name, wake-up time and room number.

Offer to schedule a second call.

All guests receive personal wake-up calls; recorded messages are not acceptable.

Wake-up calls are made within two minutes of the time requested.

Greet the guest warmly, use their name and state the purpose of call. Mention the current outside temperature or weather forecast. Offer another call back if not previously requested. Close pleasantly.

If a wake-up call is requested during the day, the agent suggests the guest place the Do Not Disturb sign on the door. The receptionist should also offer to place a do not disturb on the phone line. If the guest accepts, they ask whether any exceptions should be made.

Laundry service

Laundry and dry-cleaning services are available seven days a week, with same-day service during specified hours.

Basic and express laundry services can be handled in-house. Dry cleaning and alteration services may be outsourced.

Laundry/dry cleaning forms must comply with Atana Hotels graphic standards and be printed by the external laundry company if outsourced. When outsourcing, use the tracking system to balance collected and returned items.

Pressing is always available and completed within an hour of request.

Check clothes for damage before cleaning and inform the guest.

Seal personal items found in clothes in an envelope and return them to the guest immediately.

All returned items must be clean, fresh smelling, pressed and properly packaged.

Place hanging items in the closet and store folded items on shelves or in drawers.

Replace lost buttons for free.

Business center

Where applicable, business services are available 24/7.

The property offers personal computer usage, laser printing, photocopying and scanning services.

Additional business services include standard software, phone chargers, USB drives and standard office supplies such as staplers, pens, tape, paper clips and paper. Parcel preparation, packaging and wrapping will be done upon request.

Public areas

Atana Hotels are elegant, featuring unique Omani antiques, paintings, art and live plants throughout.

The floors feature high-quality carpets, tiles with unique patterns, or polished wood, marble, granite and premium stone accented by custom area rugs.

The common area of the property reflects its high architectural standards with all spaces upholding this level of excellence.

The entrance area and other landscaped grounds are well-maintained and inviting.

Aesthetically pleasing trash bins are strategically placed in public areas and regularly maintained. Additionally, the surrounding sand showcases creative design imprints.

Atana’s signature oil diffusers are placed in indoor public areas.

Routes to all areas of the hotel are accessible.

Third-party brochures and ads are prohibited in common areas.

Parking pavement, driveways and pedestrian areas are clean, even and free of debris.

Variations in elevation in pavement and landscaping are clearly marked.

Parking lots, sidewalks and all other exterior public areas are adequately illuminated.

Parking lot striping and accessible spaces are distinctly marked.

The parking area has signs directing to the hotel and a liability disclaimer as per brand graphic standards.

The gardens are weed-free, clean, manicured and enhanced with seasonal colors and accents.

Waste bins are conveniently positioned at all property entrances.

All public areas of the property are designated smoke-free zones. Ash urns are strategically placed away from entrances.

Lobby

Entry mats display the approved Atana Hotels brand signature.

Mats and carpet runners are used to prevent slippage when weather requires.

All plants are genuine and cared for.

Adjust lobby lights with a dimmer panel to transition ambiance from day to night.

Atana Hotels offer a carefully selected selection of signature music, playing continuously throughout the day and night.

Elevators

Hotel associates should use the service elevator rather than the guest elevator.

Elevators should have LCD monitors to display service information and brand video content.

Guestroom elevators require key access.

Public restrooms

Separate men's and women's facilities for guests and visitors are clearly marked and easily accessible from the lobby.

Separate public restrooms for individuals with disabilities are available at all Atana Hotels.

All public restroom amenities are maintained to the highest hygiene standards and regularly restocked with branded amenities.

All systems are in working order. That includes automated toilet flushing and faucets, handheld showers and an air freshener system featuring the Atana Hotels fragrance.

All stall doors have locks and sturdy hangers with two rolls of toilet paper per stall.

Each sink has liquid soap, hand lotion, a paper towel dispenser and a wastebasket.

There are also soft facial tissue dispensers and magnifying mirrors.

Some upgraded restrooms offer hand towels and soiled linen baskets.

Atana Hotels signature music plays throughout the day and night in the restrooms.

Third party advertising is not permitted.

Ice and vending machines

Guests can't access ice machines, but fresh ice can be delivered within ten minutes by calling guest services, available 24/7.

Vending machines are prohibited in Atana Hotels.

Automatic teller machines

ATMs may be installed, but not in the main front of house areas such as the lobby or corridors.

Disability facilities

Atana Hotels offer accommodations, parking services and amenities for guests with disabilities in compliance with local regulations and codes.