Hotel Guest Relations SOP

A guest-being-served-at-the-reception

A hotel guest relations officer (GRO) is at the forefront of customer service. He or she is one of the first hotel workers to greet guests as they arrive. The GRO provides hotel guests with above and beyond service to ensure their experience will be worth remembering. A guest relations officer gives each guest a personal recognition which could be in a form of memorizing names of the customers or addressing them with the correct salutations, such as “Miss”, “Sir”, “Madam” or “Senator e.t.c” 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.

When going on a vacation, most people would prefer to stay in a hotel or other establishments with similar services. But whatever the choice of the vacation home, one thing that people may remember is their experience of the hotel. Such experience will be a basis for the vacationers whether to return to that hotel or not. 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.   The GRO 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 and re-emphasize the “welcome to XYZ hotel.”

• VIPs will be escorted to the room and enlightened on the different facilities and how they function, for instance, lighting, air conditioning or TV.

• Within 15 – 60 minutes of check-in, the GRO (as part of the guest link) 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 with their names engraved on it.

• 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 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 SOPs.”

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