Hotel Guest Relations SOP

Hotel guest relations officer (GRO)

GRO one of the first hotel workers to greet guests as they arrive. He/she provides hotel guests with excellent service to enhance their experience. The GRO gives each guest a personal recognition during service delivery. Although a GRO would not be able to memorize the names of all the hotel guests at a given time, they should remember a hotel guest’s name after two transactions.

Most people would prefer to stay in a hotel or other establishments with similar services. During vacations, one thing that people may remember is their general experience. Such experience provides a basis for the engagement of repeat clients. How they were treated as hotel guests will give them the whole impression of the hotel. This kind of responsibility rests upon the Guest Relations Officer.

The GRO reviews the arrival list daily and assists in preparing and distributing welcome amenities. He/she attends promptly to customers’ inquiries and assists them with their needs. They log in the day’s activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention. They should always be present in the hotel lobby and should maintain proper decorum at all times. They should respond quickly to calls in case he or she is not at his or her post. He or she also promotes all the facilities of the hotel and knows the surrounding areas when asked for directions. The GRO should also be familiar with the best places to tour, shop, and dine.

The following are the best brand standard practices for hotel guest relations officer;

Your pledge: To maintain contact and be available to meet guest’s needs.

  • Associates shall introduce themselves to the guest.
  • VIPs will be escorted to the room and briefed on the different facilities and how they function.
  • Within 15 – 60 minutes of check-in, the GRO will ensure that the guest is contacted to establish whether they like the room.
  • A follow up is made on the guest the following morning to find out how he is enjoying his stay at the hotel.
  • Throughout their stay, personal and telephone contact is maintained to ensure that the guests are comfortable.
  • Long staying guests should be contacted at least once per day.
  • All VIPs are highlighted by GRO and receive welcome letters.
  • Certain categories of VIPs receive fruit baskets, flowers and house wine as indicated by the GRO.


  • Immediately after a wedding, the guest is congratulated by GRO and given a love shaped gift.
  • The guest is offered complimentary candlelit dinner at a venue of their choice within the hotel.
  • A complimentary upgrade to a deluxe room on availability and champagne breakfast in bed is served the following morning.
  • Contracted guests on honeymoon are given flowers, cake, house wine, and complimentary dinner.
  • Non-contracted guests on honeymoon are given cake on arrival in their rooms by GRO.

Show Around

  • Guests are taken on show around by the GRO through the prescribed route.
  • Tickets bought for confirmation will be given back to the guest on the same day and flight communicated to the guest within 8 hours.

It must be noted that each hotel has different guest relations standards formulated by top management. Most hotels invest more in guest relations as a taping point for the potential business. As the hotelier, making efforts to value every minute spent by your guest goes a long way in meeting and exceeding their expectations. This calls for the need to embrace guest relations brand standard.

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