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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Reception FAQs

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

Reception FAQs

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

Reception FAQs

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

Reception FAQs

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

Reception FAQs

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

Reception FAQs

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

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

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

Fairmont Gold Lounge

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

Fairmont Gold Lounge

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

Fairmont Gold Lounge

Sandwiches, snacks, oriental pastries, and western pastries.

Fairmont Gold Lounge

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

Fairmont Gold Lounge

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

Fairmont Gold Lounge

Beer and wine only.

Fairmont Gold Lounge

Heineken, Stella, and Sakara.

Fairmont Gold Lounge

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

Fairmont Gold Lounge

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

Yes.

Fairmont Gold Lounge

No.

Fairmont Gold Lounge

Yes, but it will be charged.

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

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

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

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

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

Whisky is available and will be charged accordingly.

Fairmont Gold Lounge

Alcohol is not forbidden and can 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

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

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

To provide an exclusive and personalized food and beverage experience for eligible guests. Access & Guest Eligibility

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 eligibility requirements and refer the matter to the manager if needed. Food & Beverage Service

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 will do their best to accommodate preferences. Happy Hour & Alcohol Service

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

Water, juices, soft drinks, hot chocolate, and the Mocktail of the Day when available. Service Standards

Fairmont Gold Lounge

Greet the guest warmly, recognize them by name whenever possible, and offer assistance.

Fairmont Gold Lounge

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

Fairmont Gold Lounge

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

Fairmont Gold Lounge

Contact the manager immediately.

Fairmont Gold Lounge

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

Fairmont Gold Lounge

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

Fairmont Gold Lounge

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

Fairmont Gold Lounge

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

Fairmont Gold Lounge

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

Fairmont Gold Lounge

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

Fairmont Gold Lounge

To exceed guest expectations through exceptional personalized service and memorable experiences. Bonus Frequently Asked Questions

Fairmont Gold Lounge

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

Fairmont Gold Lounge

Yes, provided they respect other guests and lounge etiquette.

Fairmont Gold Lounge

Yes, to maintain a comfortable environment for all guests.

Fairmont Gold Lounge

Follow Lost & Found procedures and report the item immediately.

Fairmont Gold Lounge

Exclusive lounge access, personalized service, dedicated Fairmont Gold colleagues, and premium food and beverage offerings. Dinner Menu & Additional Portions

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