Knowledge Assistant

1. Open Opera Cloud → Bookings.
2. Select Manage Reservations.
3. Set Arrival From and Arrival To to tomorrow’s date.
4. In Specials, select FG.
5. Set Reservation Status to Arrival and click Search.
6. Open each reservation and review the Guest Profile, Preferences, Notes, Alerts, and Traces.
7. Conduct the pre-arrival call according to Butler standards.

Butler Procedures

The Amenities Program defines amenity categories and guest eligibility for Fairmont Nile City. The program includes A1–A6 membership levels, SA (Special Attention), V1 (VIP High Profile guests), V2 (TOP VIP Guests), KA (Kids Amenities), special-occasion amenities, Site Inspection amenities, and Long Staying (LS) amenities.

The April 2025 communication also requested the Opera Specials shortcuts for A1–A6, SA, V2, and KA.

Amenities Program

All Fairmont Gold reservations should be reviewed before arrival, including room assignment, special requests, guest history and ALL membership. Supervisors should confirm arrival method, bedding and pillow preferences, morning beverage preferences, refreshment center options, toiletry and extra amenity needs, travel companions, special occasions, dietary restrictions, pets or service animals, concierge needs and profile preferences. Every Fairmont Gold guest is to receive a personalized pre-arrival email at least three days before arrival, sent directly by the Fairmont Gold team. The email should clearly explain where to check in and coordinate any special departmental requests before arrival.

Fairmont Gold Lounge

Guests should be acknowledged immediately with eye contact within 30 seconds, and the Heartist should initiate the greeting. Standard greetings are “Good morning” from 24:00–12:00, “Good afternoon” from 12:00–18:00, and “Good evening” from 18:00–24:00. When possible, use the guest’s name discreetly, at least once and no more than three times in a conversation. The Lobby Ambassador should personally escort the guest to the appropriate destination and facilitate the predetermined check-in experience. For curbside arrivals, guests should be greeted within 60 seconds, offered baggage assistance, and escorted to the Fairmont Gold area or room.

Fairmont Gold Lounge

During check-in, the Heartist should confirm the stay duration, billing arrangements, check-out time and potential late check-out, room number, Fairmont Gold services and lounge offerings, morning coffee service, concierge and wake-up services, preferred housekeeping servicing times, and all previously noted preferences or requests. The Heartist should offer newspaper or PressReader access, provide a brief hotel orientation highlighting at least two key facilities for first-time guests, respect privacy when confirming sensitive details, offer further assistance, and escort the guest to the room unless the guest declines.

Fairmont Gold Lounge

If the assigned room is not ready and the guest does not wish to wait, quickly identify a different clean room when possible and have another Fairmont Gold Heartist “warm” the room while the guest begins the Fairmont Gold experience in the Lounge. If the guest specifically wants a particular room or room type that is not ready or is occupied, offer the choice of waiting for it, taking another ready room, or storing luggage. Invite the guest to relax in the Fairmont Gold Lounge while the Room Attendant prepares the room, and offer tea or coffee while learning more about the guest and their stay.

Fairmont Gold Lounge

Fairmont Gold food presentations should feel residential, be attractive, well illuminated, neat and tidy, and be referred to by the specific offering (such as the “breakfast presentation” or “hors d’oeuvres presentation”), never as a “buffet.” Offerings should be rotated at minimum every six days, with major seasonal changes quarterly. Use an assortment of vessels and appropriate service utensils, use labels only where food is unrecognizable or contains key allergens, replenish promptly, and use superior-quality china, crystal, flatware and linen unique to Fairmont Gold. At breakfast, tables should be pre-set with a coffee cup and saucer, flat-folded linen with cutlery including dessert fork, butter knife and spoon, plus salt, pepper and sugar containers including raw sugar and organic sweeteners. Tables must be continuously monitored and promptly cleared and reset.

Food & Beverage

The Fairmont Breakfast Guidelines emphasize quality over quantity and recommend regional influence, targeted guest demographics, weekday versus weekend and city versus resort considerations. Offerings should use minimally processed, organic, functional or high-impact ingredients where appropriate; showcase seasonal and local produce; include healthy, gluten-free, low-fat and plant-based alternatives; support ethical and sustainable sourcing; use in-house or local artisan jams and sustainable honey; provide cage-free eggs, cultured high-fat butter, fresh ripe fruit, daily baked goods, 100% maple syrup, high-quality artisan coffee and tea, fresh juices and non-chemical-based sweeteners. The breakfast document also emphasizes genuine hospitality, attention to detail and high-quality products.

Food & Beverage

At breakfast, tables should be continuously monitored for dirty dishes, glassware and linen and cleared immediately once guests have finished or more space is needed. Tables should be quickly cleaned and immediately reset until the breakfast period ends. Heartists should check that guests are pleased with their choices after a couple of bites and offer a sincere farewell at the end of the meal. Guests taking food back to their room should be offered a tray, a small thermos for coffee or tea when needed, and assistance carrying it to the room. Departing guests should be verbally offered a breakfast-to-go option with travel-friendly items based on the local market. Guests needing breakfast before the Lounge opens should be offered a complimentary continental breakfast through In-Room Dining. An outside guest invited for breakfast is to be charged the equivalent of a deluxe continental breakfast in the main restaurant, subject to availability.

Food & Beverage

Fairmont Gold pricing should be BAR-based, with an increment that fluctuates according to seasonality and demand. Hotels should review BAR levels and competitor pricing, including amenities and services, and analyze the gap to the closest competitive products. Where applicable, the Gold floor increment should cover servicing costs such as breakfast, concierge and lobby lounge. A minimum increment should be maintained in low-demand periods to protect room integrity. The Gold rate should include breakfast and other key amenities that form part of the offering. The updated pricing guideline also positions Fairmont Gold as a rate-driven product and not as a loyalty reward or a compensation mechanism for service shortcomings.

Fairmont Gold Lounge

Complimentary Gold upgrades should be limited and prioritized for valuable guests who are likely to purchase Fairmont Gold again and for top-tier loyalty members, while an approval process should ensure complimentary upgrades do not displace paid Gold occupancy. Gold upsell price points should be reviewed against BAR increments for rational pricing across the booking journey. The guidelines recommend focused Front Office Gold upsell training and a specific incentive program for upselling Gold and other premium products.

Fairmont Gold Lounge

Fairmont Gold Heartists must respect guest privacy and tailor the service approach to whether the guest is relaxing, working or seeking discretion. VIP talent should not have their name or alias disclosed around other guests, and Heartists should never ask for autographs, request photos, stare, or be overeager. For confidential stays, the request must be escalated immediately to the senior leader on duty. Calls can be screened according to the guest’s instructions, parcels and deliveries are rejected unless specifically authorized, and pseudonyms or incognito instructions must be kept confidential and recorded according to the approved hotel process.

Fairmont Gold Lounge

Every Fairmont Gold guest should receive a warm, personalized and discreet experience. Heartists should recognize and greet guests promptly, use names appropriately, anticipate needs, take ownership of requests, verify information rather than guess, offer alternatives when a request cannot be fulfilled, respect privacy and adapt service to the guest’s purpose and preferences. The objective is to create the feeling of a hotel within a hotel through genuine care, attention to detail and consistent personalized hospitality.

Lounge Standards

Apply the Fairmont Gold arrival greeting approach: acknowledge the guest immediately with a smile and eye contact, ideally using the guest’s name discreetly when known. Create a warm “we have been waiting for you” impression, introduce yourself when appropriate, ascertain the guest’s name if unknown, and adapt the interaction to whether the guest is relaxing, working, dining or seeking privacy. Waiting guests should also be acknowledged so no guest feels overlooked.

Lounge Standards

Acknowledge every request immediately, take ownership and act without unnecessary delay. If the exact request cannot be fulfilled, do not simply say no: explain appropriately and offer a practical alternative whenever possible. Verify information before responding, involve the manager when an exception or escalation is required, and close the loop with the guest after the request has been handled.

Lounge Standards

Before opening, the supervisor should brief the team on occupancy, arrivals, departures, VIPs, repeat guests, preferences, special occasions, dietary requirements, outstanding requests and service priorities. Confirm that the Lounge is clean and guest-ready: ambience, lighting, music, temperature, tables, seating, serviceware, food presentations, beverage stations, signage, equipment, systems and stock must be checked. Any defect or shortage must be addressed or escalated before service begins.

Daily Lounge Operations

Throughout every service period, Heartists should continuously Observe → Anticipate → Serve → Monitor → Replenish → Reset → Recognize. Monitor guests, tables, food and beverage presentations, cleanliness, serviceware and ambience continuously rather than waiting for a complaint. Replenish promptly, clear and reset tables quickly, maintain the residential presentation and communicate any operational issue to the supervisor.

Daily Lounge Operations

At closing, complete a final guest check and offer appropriate assistance. Clear and reset the Lounge, remove food safely, secure beverage and service areas, restore furniture and ambience, record lost-and-found items, report maintenance or equipment issues, reconcile outstanding requests and complaints, and prepare the next service period. The supervisor must hand over VIP information, guest preferences, pending requests, incidents and operational concerns clearly to the incoming team.

Daily Lounge Operations

The guest journey should be managed as one continuous experience: Pre-arrival → Arrival/Recognition → Personalized Welcome → Stay & Lounge Experience → Anticipatory Service → Recovery/Follow-up → Departure. Review the reservation and preferences before arrival, prepare for special occasions and dietary needs, recognize the guest promptly, explain relevant Gold services without overwhelming them, personalize interactions throughout the stay, follow up on requests and recovery, and close the stay with a sincere farewell and appropriate assistance.

Guest Journey

Food should be presented with a residential, premium appearance: attractive, well illuminated, neat and tidy, using an assortment of appropriate vessels and service utensils. Refer to each offering by its specific name rather than calling it a “buffet.” Replenish promptly, keep presentations clean, and use high-quality china, crystal, flatware and linen appropriate to Fairmont Gold. Offerings should be refreshed regularly, with rotation at least every six days and major seasonal changes quarterly where applicable.

Food & Beverage

Take every dietary requirement seriously. Confirm the guest’s request, notify and verify with the Chef or kitchen before promising an item, identify suitable alternatives, and communicate accurately to the guest. Do not guess about ingredients or allergens. For allergies, use the hotel’s established food-allergy and cross-contact procedures and escalate immediately when clarification or additional controls are required.

Food & Beverage

Use a consistent recovery sequence: Listen → Acknowledge → Apologize when appropriate → Take ownership → Act → Follow up → Record/Escalate when required. Give the guest your full attention, avoid defensiveness, resolve the issue promptly within your authority, offer alternatives when the original request cannot be met, involve the manager when needed, and confirm that the guest is satisfied before closing the case.

Service Recovery

The supervisor owns the operational picture for the shift: review occupancy, arrivals and departures, VIPs and repeat guests, preferences, special occasions, dietary needs, complaints and outstanding requests; deploy the team; conduct the pre-shift briefing; inspect guest readiness, food and beverage, cleanliness and ambience; monitor service in real time; coach Heartists; resolve or escalate issues; and complete a clear handover. The supervisor should be visible on the floor and proactively prevent service failures.

Supervisor Playbook

Use Observe → Ask → Explain → Demonstrate → Recheck. Observe the service without interrupting unless the guest experience is at risk. Ask the Heartist to explain the situation, identify the correct standard, demonstrate the expected behavior when useful, and recheck performance later in the shift. Recognize good performance and document recurring gaps for structured follow-up.

Supervisor Playbook

Training should cover Fairmont Gold positioning and experience principles, guest recognition and names, personalized and anticipatory service, privacy and VIP discretion, guest journey, Lounge access, breakfast and all service periods, beverage service, dietary requirements and allergens, requests and alternatives, service recovery, escalation, opening/service/closing routines, and property-specific operational policies. Certification should combine knowledge checks with scenario-based assessment, live observation and supervisor sign-off.

Training & Certification

Audit the Lounge across ten control points: Entrance & recognition, ambience, cleanliness, tables & serviceware, food presentation, beverage service, guest engagement, Heartist deployment, service execution, and overall experience. Record gaps, assign ownership and deadline, correct immediate issues during the shift, and verify completion. The audit should test both visible standards and the guest’s actual experience.

Checklists & Audits

The supervisor should cover expected occupancy and business levels, arrivals and departures, VIPs and repeat guests, guest preferences, special occasions, dietary requirements, outstanding requests or complaints, staffing deployment, service-period priorities, operational risks and any property-specific updates. Assign clear responsibilities and confirm that all Heartists understand the shift priorities before opening.

Daily Lounge Operations

Each transition should be planned and controlled rather than treated as a simple reset. Complete the outgoing period, clear and reset tables, remove or replace food safely, refresh serviceware and beverage stations, clean presentation areas, confirm the next period’s menu and equipment, replenish stock, review guest needs and brief the incoming team. The supervisor should verify readiness before the next service begins.

Daily Lounge Operations

Maintain control of People, Product, Place, Process and Personalization. People: deployment, engagement and coaching. Product: food, beverages, quality and replenishment. Place: cleanliness, ambience, seating and presentation. Process: standards, timing, communication and follow-up. Personalization: guest recognition, preferences, special occasions and anticipatory service.

Supervisor Playbook

Week 1 should establish the service foundation: Fairmont Gold positioning and the “hotel within a hotel” concept, experience principles, Lounge orientation, guest recognition and names, warm welcomes, personalization, anticipatory service, privacy and VIP discretion, communication standards, guest requests, basic Lounge access, guest journey and essential food-and-beverage knowledge. The trainee should demonstrate the standards during supervised live service.

Training & Certification

Week 2 should move from foundation to independent execution: breakfast standards, afternoon offering, dinner and beverage service, property-specific Happy Hour rules, dietary requirements and allergens, guest requests and alternatives, service recovery, escalation, opening and closing routines, service-period transitions, table and buffet presentation, replenishment, and difficult guest scenarios. The trainee should be assessed through role-play and observed live service.

Training & Certification

Certification should not rely on a written test alone. Use three components: knowledge check, scenario assessment and live-service observation, followed by supervisor sign-off. The Heartist should demonstrate correct service behavior, accurate operational knowledge, appropriate escalation and consistent execution under real guest conditions. Any failed critical standard should be coached and reassessed before certification.

Training & Certification

Before opening, verify: 1) guest information and briefing, 2) entrance and readiness, 3) cleanliness, 4) ambience, 5) tables and seating, 6) food presentation and labels, 7) beverage stations, 8) serviceware and equipment, 9) stock and replenishment, and 10) systems, signage and operational issues. Any critical gap should be corrected or escalated before guests are served.

Checklists & Audits

At closing, verify: 1) final guest assistance, 2) food removal and safe storage/disposal, 3) beverage station security and replenishment, 4) table and seating reset, 5) cleanliness, 6) serviceware and equipment, 7) lost and found, 8) maintenance issues, 9) outstanding guest requests/incidents, and 10) next-service preparation and handover. The supervisor should confirm completion and communicate all pending matters to the next responsible team.

Checklists & Audits

Conduct a visible floor check at regular intervals and whenever occupancy or service conditions change. Review the ten control points: entrance and recognition, ambience, cleanliness, tables and serviceware, food presentation, beverage service, guest engagement, Heartist deployment, service execution and overall experience. Correct immediate issues, assign ownership for non-immediate gaps, and recheck before the end of the shift.

Checklists & Audits

Involve the supervisor immediately when the guest requests a manager, the issue is sensitive or high impact, an exception is requested, the Heartist cannot resolve the matter within their authority, safety or privacy may be affected, the guest remains dissatisfied after an attempted recovery, or the issue could affect the wider guest experience. The supervisor should take ownership, coordinate the response and ensure follow-up.

Service Recovery

1. Open Opera Cloud → Bookings → Manage Reservations.
2. Set Departure From and Departure To to tomorrow’s date.
3. In Specials, select FG.
4. Select Arrival, Checked In, and In House under Reservation Status.
5. Click Search and prepare the Courtesy Calls sheet for follow-up calls.

Butler Procedures

Treat the situation as urgent. Stay calm, obtain the essential details needed to assist, and immediately contact the appropriate hotel emergency/security team and emergency medical support according to hotel procedure. Stay with the guest when appropriate, provide reassurance, and coordinate access for responding medical personnel. Do not provide medical advice beyond your training.

Safety & Security

A1 (Classic Members) applies to:

• Deluxe rooms
• Deluxe Nile rooms
• Classic members

Amenities Program

1. Greet the guest and introduce yourself.
2. Explain the purpose of the call.
3. Confirm reservation details.
4. Review or ask about guest room preferences.
5. Ask for the ETA.
6. Ask about allergies or dietary restrictions.
7. Offer airport transportation (Limousine / Meet & Assist).
8. Ask if there are any additional requests.
9. Thank the guest and confirm that you look forward to welcoming them.

Butler Procedures

Report the situation immediately to the hotel emergency/security team and follow the hotel’s fire and life-safety procedure. Remain calm, inform the guest of the appropriate safety instructions, and avoid taking unnecessary personal risks. Do not use elevators during a fire evacuation unless specifically instructed by authorized emergency personnel.

Safety & Security

A2 Silver Member is under SA (Special Attention). Eligibility includes:

• High rates starting from $350
• VIP guests highlighted by the Sales team
• Suites booked without Fairmont Gold access
• Key persons of travel agencies or companies
• Recovery compensation

Amenities Program

1. Ask for the restaurant, date, time, number of guests, smoking/non-smoking, and indoor/outdoor preference.
2. Check availability.
3. Contact the restaurant and communicate all requests.
4. Confirm that all requests are accepted.
5. Inform the guest of the confirmed reservation details.
6. Send an email to the F&B Concierge department to confirm.

Butler Procedures

Listen carefully and obtain the relevant details, including where and when the item was last seen. Notify the hotel Security team immediately and follow the hotel lost-and-found/security reporting procedure. Do not make accusations or promise recovery. Record the incident according to hotel practice and keep the guest informed of the appropriate follow-up.

Safety & Security

A3 Gold Member is classified as DV (Distinguished Visitor). Eligibility includes:

• Fairmont Gold guests holding Gold, Gold Nile, or Signature rooms
• Gold members

Amenities Program

1. Ask what the guest would like to buy and identify the shopping category.
2. Recommend suitable shopping destinations.
3. Explain distance and travel time.
4. Offer transportation arrangements.
5. Recommend nearby restaurants or cafés.
6. Confirm the guest’s preferred option.

Butler Procedures

Do not touch, move, open, or investigate the item. Keep a safe distance, prevent guests from approaching when possible, and immediately notify the hotel Security team according to the emergency procedure. Follow the instructions of Security or authorized emergency personnel.

Safety & Security

A4 Platinum Member is classified as DV (Distinguished Visitor). Eligibility includes:

• Fairmont Gold guests holding Signature rooms
• Platinum members

Amenities Program

1. Ask whether the guest would like a bouquet, vase arrangement, or special decoration.
2. Ask about flower type, color, and bouquet cover preference.
3. Show sample photos and explain prices.
4. Confirm the selected arrangement.
5. Ask for the preferred setup time: pre-arrival or in-house.
6. Confirm all details with the Flower Shop.
7. Explain that flowers are not allowed on the bed according to hotel policy.
8. For an in-house setup, the Butler must be present with the Flower Shop team.

Butler Procedures

Verify the guest’s identity and reservation details before providing access assistance. Coordinate with Reception or Security according to hotel access procedures and issue or reprogram a key only after the required verification has been completed.

Safety & Security

A5 Diamond Members are classified as V1 (VIP High Profile guests). Eligibility includes:

• Celebrities
• Bloggers
• High-profile guests, including CEOs of corporate accounts

Amenities Program

1. Check the Do Not Disturb sign.
2. If there is no DND sign, knock three times, wait 10 seconds between knocks, and announce “Butler” each time.
3. If there is no response, open slowly while announcing “Butler, Butler is coming.”
4. Keep your eyes at a 45-degree angle toward the floor to respect privacy.
5. Remove old amenities and refresh them according to guest preferences.
6. Never stay inside the room with the door closed.
7. If DND is displayed, do not knock; call and ask for a convenient refresh time.

Butler Procedures

Treat the report seriously and immediately notify the hotel Security team. Encourage the guest to remain in a secure location, avoid confrontation, and follow Security’s instructions. Record and escalate the incident according to hotel security procedures.

Safety & Security

A6 Limitless Member is classified as V2 (TOP VIP Guests). Eligibility includes:

• Head of Delegation
• Royal, Presidential, or Diplomatic suite bookings
• Corporate office visits
• Owner guests' visits

The program also includes A6 amenities with Chocolate Preference and with Cheese and Wine Preference.

Amenities Program

1. Welcome the guest at the Fairmont Gold Lounge.
2. Escort the guest to the elevator and engage in natural conversation.
3. Explain the elevator and key scanner.
4. Mention two hotel facilities, excluding Fairmont Gold, Sky Pool, and Gym.
5. Explain that the access door also requires the key.
6. At the room, say: “Welcome to your room, Room [Number]” or “Welcome to your suite, Suite [Number].”
7. Ask: “May I open the door for you, please?”
8. Let the guest enter first, then ask: “May I come in, please?”
9. Offer a room/suite orientation.
10. Always explain Chromecast, twice-daily housekeeping, and the DND sign.
11. Offer unpacking assistance.
12. Ask if further assistance is needed and wish the guest a wonderful stay.

Butler Procedures

Treat the report as a potential safety issue. Do not investigate the source yourself or operate electrical switches near a suspected gas leak. Immediately notify the hotel Security/Engineering team and follow the hotel emergency procedure. Keep the guest away from the suspected area and follow instructions from authorized emergency personnel.

Safety & Security

KA is the Kids Amenities category. It is designated for kids amenities in the program.

Amenities Program

1. Ask permission to show the guest around.
2. If declined, offer to return at a convenient time.
3. Explain lighting, A/C controls, TV features, and Chromecast.
4. Continue the orientation in one direction.
5. Show curtain controls, In-Room Dining Menu, and laundry bag; offer laundry assistance.
6. Show bathroom features, amenities, and hairdryer.
7. Show the safe box, Pillow Menu, International Adapter, and Steamer.
8. Show minibar, microwave, and tea & coffee station.
9. Explain that minibar items are complimentary except alcoholic beverages.
10. Ask about the guest’s plans and offer assistance.
11. Ask if anything else is needed and wish the guest a pleasant stay.

Butler Procedures

Respond calmly and treat the incident seriously. Check whether immediate medical assistance is required and contact the appropriate hotel Security/emergency team according to procedure. Avoid moving an injured guest unless there is an immediate danger. Secure the area when appropriate, notify the responsible department, and ensure the incident is documented and followed up according to hotel policy.

Safety & Security

For special occasions, the program lists the codes BD, AN, and HM. Two preference variations are shown:

• BD, AN, HM – Chocolate Preference
• BD, AN, HM – Cheese and Wine Preference

The source document does not provide the expanded meaning of the BD, AN, and HM codes.

Amenities Program

1. Confirm the guest is ready.
2. Offer packing assistance.
3. Coordinate with Reception to move the room in Opera Cloud.
4. Collect the new room key.
5. Assist with luggage or request support through the Guest Services WhatsApp Group.
6. Escort the guest to the new room.
7. Offer unpacking assistance.
8. Ensure the guest is comfortably settled before leaving.

Butler Procedures

The program includes a Site Inspection amenity category for rooms without Fairmont Gold access.

Amenities Program

1. Offer the hotel Airport Pick-up Service.
2. Collect flight details, arrival date/time, number of guests, and luggage.
3. Explain vehicle options, capacity, rates, and Meet & Assist / VIP Lounge options.
4. Send the appropriate Pick-up Confirmation Email.
5. Create a CSF and attach the reservation.
6. Add a Trace with transfer details and CSF number.
7. Create an Alert for charge collection.
8. For same-day requests, confirm with Airport Representative and Limousine Team, update the Combined Transfer Sheet, and share it with the relevant WhatsApp groups.

Butler Procedures

The Fairmont Gold Lounge operates daily from 6:30 AM until 11:00 PM.

Daily Lounge Operations

Breakfast is served from 6:30 AM until 11:00 AM.

Food & Beverage

The Fairmont Gold Lounge provides an exclusive, personalized experience for eligible guests. It is part of the Fairmont Gold “hotel within a hotel” concept, combining dedicated service, privacy, personalized hospitality and quality food and beverage experiences.

Lounge Standards

The program includes LS (Long Staying Guests) amenities in two forms:

• LS – Long Staying Guests to be served prior to check-in
• LS Refresh Amenities – Long Staying Guests Refresh amenities

Amenities Program

1. Offer the hotel Airport Drop-off Service.
2. Explain vehicle options and rates.
3. Explain that drop-off does not include Meet & Assist.
4. Departure Meet & Assist costs USD 50 per person in addition to the drop-off rate.
5. Collect flight number, departure date/time, preferred pick-up time, number of guests, and luggage.
6. Recommend pick-up 3 hours before international flights and 2 hours before domestic flights.
7. Send the Drop-off Confirmation Email.
8. Create a CSF, Trace, and Alert.
9. For departure today or tomorrow, post the charge if a deposit is available; otherwise collect payment before confirming.

Butler Procedures

The April 2025 communication requested the following shortcuts to be added to Opera Specials for the new amenity program:

• A1, A2, A3, A4, A5, A6 – Membership levels
• SA – High rates, key persons of travel agencies or corporate accounts, and VIP guests highlighted by the Sales team
• V2 – Head of Delegations, Royal Suite, Presidential Suite, Diplomatic Suite, and Corporate Visits
• KA – Kids Amenities

The email confirms that the codes were subsequently created.

Amenities Program

Private check-in/check-out, Fairmont Gold Lounge access, complimentary breakfast, afternoon tea, light dinner including complimentary local beer and wine, refreshments throughout the day, personalized concierge service, and exclusive Fairmont Gold amenities.

Reception FAQs

Breakfast: 6:30 AM–11:00 AM. Afternoon Tea: 3:00 PM–5:00 PM. Light Dinner: 5:30 PM–7:30 PM.

Reception FAQs

Subject: A Warm Welcome from Fairmont Gold

Dear [Guest Name],

Greetings from Fairmont Gold. My name is [Butler Name], your personal butler during your upcoming stay. I’m delighted to assist with any preferences or arrangements to ensure a seamless arrival.

Please let me know your estimated arrival time and if you have any specific requests—pillow types, dietary needs, special occasions, or transport.

We look forward to welcoming you home.

Warm regards,
[Butler Name]
Fairmont Gold Butler

Butler Procedures

Complimentary late check-out until 3:00 PM is subject to availability. After 3:00 PM, USD 25 per hour applies, also subject to availability. Check availability and offer luggage storage and hotel facilities if unavailable.

Reception FAQs

Verbal greeting:

“Good [morning/afternoon/evening], Mr./Ms. [Guest Name]. Welcome to Fairmont Gold. My name is [Butler Name], and I’ll be your personal butler. It’s a pleasure to have you with us. May I escort you to your suite?”

Butler Procedures

Check availability, verify eligibility, and explain available upgrade options and charges.

Reception FAQs

“This is your suite, Mr./Ms. [Guest Name]. Allow me to show you a few features: your Wi-Fi QR code is here, lighting and climate controls are by the bedside, and Fairmont Gold Lounge is available daily from [time]. Please don’t hesitate to message me via WhatsApp for anything you may need.”

Butler Procedures

Recommend the appropriate outlet, describe its cuisine and operating hours, and offer to make a reservation.

Reception FAQs

Good morning Mr./Ms. [Guest Name],

I hope you slept well. Would you like your usual tea/coffee sent up this morning? Also, please let me know if I can assist with any plans or reservations today.

Kind regards,
[Butler Name]

Butler Procedures

Recommend Mamsha Ahl Masr, the Egyptian Museum, Cairo Tower, Khan El Khalili, the Citadel, Nile City Mall, and the Pyramids.

Reception FAQs

Happy [Birthday/Anniversary], Mr./Ms. [Guest Name]!

Wishing you a wonderful celebration filled with joy and cherished moments. It is an honor to share this special day with you at Fairmont Gold.

Warmest wishes,
[Butler Name] & Fairmont Gold Team

Butler Procedures

Confirm flight details, pick-up time, and applicable charges, then arrange transportation.

Reception FAQs

Verbal:

“It’s been our pleasure having you, Mr./Ms. [Guest Name]. I hope you enjoyed your stay. I’ve arranged your transport and included a small farewell gift from us. We look forward to welcoming you back soon.”

Card: Dear [Guest Name],

Thank you for staying with us. We look forward to your next visit and wish you safe travels.

Warm regards,
[Butler Name]

Butler Procedures

Explain the ALL – Accor Live Limitless program and offer enrollment if the guest is not already a member.

Reception FAQs

Dear Mr./Ms. [Guest Name],

It was a pleasure having you with us at Fairmont Gold. Thank you for allowing us to be part of your journey. Please don’t hesitate to reach out for your next stay—we’d be honored to welcome you again.

Sincerely,
[Butler Name]
Fairmont Gold Butler

Butler Procedures

Verify the guest’s identity, deactivate the previous key, and issue a new key.

Reception FAQs

Fairmont Gold is positioned as a “hotel within a hotel” where exceptional service is elevated to create an exclusive, personalized experience from check-in to check-out and beyond. It should feel like a small private hotel operated by a highly dedicated team, with residential surroundings and warm hospitality. The program is intended to provide consistently high-quality personalized service and discretion while allowing regional adaptation to local culture and practices.

Lounge Standards

Yes. Explain how to connect to the hotel Wi-Fi network.

Reception FAQs

Confirm the preferred time, make the reservation, and provide confirmation.

Reception FAQs

Apologize, check room status, offer Fairmont Gold Lounge access where applicable, offer spa locker and pool service, provide Wi-Fi, and follow up proactively.

Reception FAQs

Dial 24, or contact the Butler phone from 7:00 AM until 11:00 PM.

Reception FAQs

Yes. Offer complimentary luggage storage and a claim tag. Guests may use hotel facilities where applicable until departure.

Reception FAQs

Yes. Confirm the preferred time and arrange the wake-up call by email to the Royal Service team.

Reception FAQs

Confirm the request and arrange prompt delivery through Housekeeping.

Reception FAQs

The pool is open from sunrise until sunset and is located on the SK floor. Explain any applicable guest guidelines.

Reception FAQs

Yes. Offer assistance with printing the boarding pass where available.

Reception FAQs

Yes. Fairmont Gold guests can enjoy two complimentary hours in the meeting room. Print the disclaimer for the guest to sign.

Reception FAQs

The three principles are: 1) Orchestrate the flow — create a seamless Fairmont Gold journey and clear visibility from discovery through the stay; 2) Share the warmth — use anticipatory service by understanding and responding to articulated and unarticulated guest needs; 3) Expand the experience — extend the Fairmont Gold feeling beyond the Gold floor through broader hotel experiences, food and beverage, recreation, special events and other approved touchpoints.

Lounge Standards

Yes. In-Room Dining operates 24 hours. Explain how to access the menu and assist with questions.

Reception FAQs

Yes. Laundry service operates 24 hours. Explain laundry and dry-cleaning services and send the request immediately to the laundry group.

Reception FAQs

Yes. Currency exchange is available on the LL floor. Offer to escort the guest.

Reception FAQs

Offer available tour options, confirm preferences, arrange the booking, explain charges, and offer transportation.

Reception FAQs

Subject to availability: from 7:00 AM, USD 15 per hour applies until 10:00 AM; from 10:00 AM, early check-in may be complimentary. Prioritize Fairmont Gold guests where possible and offer lounge access while waiting.

Reception FAQs

Yes. Offer available amenities such as cake, flowers, or room decorations, explain applicable charges, and arrange the request.

Reception FAQs

Check room availability, confirm the new departure date, explain the updated rate, and process the extension.

Reception FAQs

Yes. Confirm the destination, arrange the taxi promptly, provide the estimated arrival time, and explain applicable charges.

Reception FAQs

Check and verify the guest’s identification and reservation details before completing check-in. Follow the hotel’s applicable check-in requirements and ensure the registration details are accurate.

Reception FAQs

Check room availability and the guest’s reservation details. If the room is not ready, explain the available options and offer Fairmont Gold Lounge access where applicable while following up proactively. For early check-in requests, follow the current hotel early check-in policy and advise any applicable charges.

Reception FAQs

Special requests should be acknowledged immediately and acted upon. If the request cannot be completed as requested, alternatives should be suggested. Fairmont Gold housekeeping guidance states that a guest request is an opportunity to foster the relationship and make the stay memorable; Heartists should not simply say no unless the request is illegal. When the team cannot accommodate a request, the Heartist should inform the Manager so a solution or alternative can be explored.

Guest Journey

Afternoon snacks are served from 3:00 PM until 5:00 PM.

Food & Beverage

Yes. Ask for the guest’s preferred room type or location and review the reservation preferences and notes. Check availability and explain that requests are subject to availability. Record the confirmed preference appropriately and coordinate with the relevant team.

Reception FAQs

Sandwiches, snacks, oriental pastries, and western pastries.

Food & Beverage

Check the reservation and room availability for connecting rooms. Confirm the guest’s requirement and explain that connecting-room requests are subject to availability. Coordinate with Reception/Rooms Division and update the reservation information as appropriate.

Reception FAQs

Dinner is served from 5:30 PM until 7:30 PM.

Food & Beverage

Yes. Understand the guest’s reason and preferred room requirements, check availability, and explain the available options. Coordinate the room change with Reception and, once confirmed, arrange the move according to the applicable room-move procedure.

Reception FAQs

Happy Hour is from 5:30 PM until 7:30 PM.

Food & Beverage

Listen carefully to the guest, acknowledge the concern, and clarify the specific issue. Check the appropriate room status or information, coordinate with the relevant department for immediate assistance, and follow up with the guest to confirm the issue has been addressed. Record any important follow-up information according to hotel practice.

Reception FAQs

Beer and wine only.

Food & Beverage

Check the room type, reservation details, and availability of the requested item. Confirm the guest’s requirement and coordinate with the relevant department for setup. Advise the guest that requests are subject to availability and any applicable charges.

Reception FAQs

Heineken, Stella, and Sakara.

Food & Beverage

Yes. Ask for the guest’s preferred location and review the reservation preferences and notes. Check availability and explain that the request is subject to availability. Record the preference appropriately and coordinate with the relevant team.

Reception FAQs

Red Wine, White Wine, Rosé Wine, and Sparkling Wine.

Fairmont Gold Lounge

Verify the guest’s identity and reservation details before issuing an additional key. Confirm that the person receiving the key is authorized according to the hotel’s applicable security procedures, then issue the key as appropriate.

Reception FAQs

No. They are complimentary only during Happy Hour from 5:30 PM until 7:30 PM.

Fairmont Gold Lounge

Yes, but they will be charged.

Fairmont Gold Lounge

Yes, but they will be charged.

Fairmont Gold Lounge

Alcohol service during breakfast is subject to applicable local law and the hotel’s current alcohol-service policy. Heartists must follow the current approved property policy and should not promise service outside those rules.

Fairmont Gold Lounge

Alcohol is not automatically prohibited at breakfast; service must comply with applicable local law and the hotel’s current approved alcohol-service policy.

Fairmont Gold Lounge

Hard-liquor service at breakfast is subject to applicable local law and the hotel’s current approved alcohol-service policy. Verify the current property policy before offering or charging the item.

Fairmont Gold Lounge

All hard liquor is chargeable at all times.

Fairmont Gold Lounge

No. Whisky is always chargeable.

Fairmont Gold Lounge

No. Vodka is always chargeable.

Fairmont Gold Lounge

No. Gin is always chargeable.

Fairmont Gold Lounge

No. Rum is always chargeable.

Fairmont Gold Lounge

No. Tequila is always chargeable.

Fairmont Gold Lounge

All hard liquor and premium spirits.

Fairmont Gold Lounge

Recognize the guest promptly and discreetly, use the guest’s name when known and appropriate, acknowledge familiarity without being intrusive, and personalize the interaction based on known preferences or the purpose of the visit. Share relevant guest information with colleagues discreetly so the experience remains consistent throughout the Lounge.

Lounge Standards

No.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Tea, coffee, espresso, cappuccino, latte, Americano, Nescafé, soft drinks, mineral water, sparkling water, and other non-alcoholic beverages.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Personalized, attentive, professional, and proactive service. Lounge Operations

Lounge Standards

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

No. All beverages are served by the Fairmont Gold team.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

From 5:30 PM until 7:30 PM.

Fairmont Gold Lounge

Politely inform the guest that you will verify the information and provide the correct answer.

Lounge Standards

Yes.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

No, cocktails are chargeable.

Fairmont Gold Lounge

Beer, wine, and Mocktail of the Day.

Fairmont Gold Lounge

Yes, but it will be charged.

Fairmont Gold Lounge

Yes, when accompanied by their family.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

Guests with Fairmont Gold access and eligible Diamond or Limitless members.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

Access is restricted to eligible Fairmont Gold and qualified members.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

yes Tea and coffee only ETC....

Fairmont Gold Lounge

Only with manager approval.

Fairmont Gold Lounge

Tea and coffee only.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

Listen attentively, apologize when appropriate, take ownership, and seek a prompt resolution.

Service Recovery

When a guest inquires about allergens, the Fairmont Gold Heartist must confirm the information with the Chef before responding. The team should also be prepared to extend service and offer assistance rather than leaving the guest to manage the request alone.

Food & Beverage

No.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

Politely explain the dress code.

Fairmont Gold Lounge

Only in the designated smoking area.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

Contact the manager immediately.

Service Recovery

Alcohol service at breakfast is subject to applicable local law and the hotel’s current approved alcohol-service policy. Verify the property policy before offering or charging whisky.

Fairmont Gold Lounge

Alcohol service at breakfast is subject to applicable local law and the hotel’s current approved alcohol-service policy. Verify the current property policy before confirming whether alcohol may be ordered.

Fairmont Gold Lounge

Beer is available but chargeable before Happy Hour.

Fairmont Gold Lounge

Wine is available but chargeable before Happy Hour.

Fairmont Gold Lounge

Yes, beer is complimentary during Happy Hour.

Fairmont Gold Lounge

Yes, wine is complimentary during Happy Hour.

Fairmont Gold Lounge

No, whisky is always chargeable.

Fairmont Gold Lounge

No, vodka is always chargeable.

Fairmont Gold Lounge

Beer is available without quantity limitation during Happy Hour.

Fairmont Gold Lounge

Wine is available without quantity limitation during Happy Hour.

Fairmont Gold Lounge

Apologize, suggest an alternative, and assist the guest as much as possible.

Service Recovery

Politely explain that food cannot be taken outside the lounge.

Fairmont Gold Lounge

Refer the matter to the manager.

Fairmont Gold Lounge

Refer the request to the manager.

Fairmont Gold Lounge

Check availability and assist the guest accordingly.

Fairmont Gold Lounge

Explain the available selections: Red, White, Rosé, and Sparkling Wine.

Fairmont Gold Lounge

Explain the available selections: Heineken, Stella, and Sakara.

Fairmont Gold Lounge

Inform the guest that it starts at 5:30 PM.

Fairmont Gold Lounge

Inform the guest that it ends at 7:30 PM.

Fairmont Gold Lounge

Inform the guest that the order will be chargeable.

Fairmont Gold Lounge

Inform the guest that the order will be chargeable.

Fairmont Gold Lounge

Thank the guest and direct them to the appropriate feedback channel or manager.

Service Recovery

Explain that it is a non-alcoholic beverage.

Fairmont Gold Lounge

Explain that it is complimentary from 5:30 PM until 7:30 PM.

Fairmont Gold Lounge

Serve sparkling water if requested.

Fairmont Gold Lounge

Serve mineral water if requested.

Fairmont Gold Lounge

Serve it, as hot beverages are available throughout operating hours.

Fairmont Gold Lounge

Serve it.

Fairmont Gold Lounge

Serve it if the lounge is still operating.

Fairmont Gold Lounge

Visitors are subject to hotel policy and management approval. Please check with the Fairmont Gold team.

Fairmont Gold Lounge

Verify the guest's reservation and access status in the system.

Fairmont Gold Lounge

Eligible Diamond members may access the lounge according to current hotel and ALL loyalty program benefits.

Fairmont Gold Lounge

Politely explain the current Lounge eligibility requirements. If the guest disagrees, requests an exception, or the situation cannot be resolved, involve the manager and maintain a respectful, discreet approach.

Fairmont Gold Lounge

Yes. Inform the kitchen or chef and assist with available vegetarian selections.

Fairmont Gold Lounge

Yes. Check availability and offer suitable alternatives whenever possible.

Fairmont Gold Lounge

Yes. Verify available options with the kitchen before serving.

Fairmont Gold Lounge

Notify the kitchen immediately and ensure the guest is informed of ingredients and possible allergens.

Fairmont Gold Lounge

Yes, subject to availability.

Fairmont Gold Lounge

Yes. The Fairmont Gold team should make reasonable efforts to accommodate guest coffee preferences, subject to available equipment, ingredients and current property service standards.

Fairmont Gold Lounge

Yes. Guests may choose from the available wine selections.

Fairmont Gold Lounge

Yes.

Fairmont Gold Lounge

Yes. Serve wine at the appropriate temperature whenever possible.

Fairmont Gold Lounge

Follow hotel alcohol service procedures and immediately inform the manager.

Fairmont Gold Lounge

No. Alcohol may only be served in accordance with local laws and hotel policy. Children & Families

Fairmont Gold Lounge

Subject to availability, yes.

Fairmont Gold Lounge

Yes, when accompanied by their family.

Fairmont Gold Lounge

Yes, when accompanied by their family.

Fairmont Gold Lounge

Offer age-appropriate non-alcoholic beverages such as water, juices, soft drinks, hot chocolate and the Mocktail of the Day when available, subject to current property offerings.

Fairmont Gold Lounge

To exceed guest expectations through exceptional personalized service and memorable experiences, while delivering the Fairmont Gold promise with warmth, discretion and genuine care.

Fairmont Gold Lounge

Fairmont Gold is designed as a more exclusive and personalized hotel experience, with dedicated Heartists, lounge access and premium food and beverage offerings. The experience should feel warm, discreet and residential, not simply like an added list of benefits.

Fairmont Gold Lounge

Dinner includes one soup of the day, a selection of salads and cold items, desserts, and a choice of one main course from the daily menu.

Fairmont Gold Lounge

Guests may choose one main course from the two daily main course options.

Fairmont Gold Lounge

Yes. Two main course options are available daily, and guests may select one of them.

Fairmont Gold Lounge

Yes. One type of soup is offered daily and is included in the dinner service.

Fairmont Gold Lounge

The dinner offering includes one main course per guest. Additional portions are subject to an extra charge.

Fairmont Gold Lounge

Inform the guest of the daily soup and the two available main course options and assist them in making their selection.

Fairmont Gold Lounge

An additional meal can be provided for an extra charge of USD 25.

Fairmont Gold Lounge

Yes. Any additional main course or extra meal requested after the included portion is chargeable at USD 25.

Fairmont Gold Lounge

Politely explain that an additional portion can be provided for an extra charge of USD 25.

Fairmont Gold Lounge

Inform the guest of the USD 25 charge and obtain their approval before proceeding.

Fairmont Gold Lounge

Yes. The included dinner offering consists of one soup and one main course selection from the daily menu.

Fairmont Gold Lounge

Politely explain the Fairmont Gold dinner policy and refer the matter to the manager if necessary.

Fairmont Gold Lounge

Welcome the guest and serve them while the lounge remains open.

Daily Lounge Operations

Politely inform guests that the lounge is closing and offer any appropriate assistance.

Daily Lounge Operations

Guests should be politely asked to conclude their visit in accordance with lounge operating hours.

Daily Lounge Operations

Yes, complimentary Wi‑Fi is available for eligible guests.

Daily Lounge Operations

Yes, provided they respect other guests and lounge etiquette.

Daily Lounge Operations

Yes, to maintain a comfortable environment for all guests.

Daily Lounge Operations

Follow Lost & Found procedures and report the item immediately.

Daily Lounge Operations