Front Office SOP | Step By Step Process

Front office SOP addresses everything from the appearance of staff uniforms to creating customer reservations. Therefore, these procedures are critical to the continued financial viability of a hotel.

Hotel Front Office is among the many departments in a hotel that interact directly with the guests on arrival. Thus, Departmental staffs are very visible to the customers. Front office staff deal with transactions involving the hotel and its guests.

A hotel reception SOP is a principle procedure for its operation in a relevant approach. It encompasses welcoming guests, as well as endorsing their identifications in the register or computer. On the other hand, they inform the concerned department about their guests. They finally, hand them to the responsible personnel. Check out similar articles.

Why Front Office Is The Heart Of Every Hotel

The front office is the initial and final area that is seen and interacted with by the guests. How well this department operates can generate repeat business or chase away customers.

The hotel front office department supervises the rooms division, where reservations and departures are facilitated. Besides, this is where room keys are assigned to individual guests. This is the department that works together with the guest the most. This is the department that provides the initial and final impression to the client during their stay in the hotel. Check out how we help hotels achieve their objectives

Depending on the hotel facility experience, a front office SOP should consider definite operational aspects.

Front Office SOP | Concierge

Concierge services reveal a complete awareness of diverse information.

• Employees should be knowledgeable about hotel products, services, as well as facilities.
• They understand diverse city events and activities, for endorsement to customers.
• Customers use motor vehicles that are spotlessly clean with ideal functionality.
• Professionally receive guests with a warm friendly smile and eye contact.
• Carefully handle guest baggage and deliver them back safely within 5 minutes after arrival.
• Handle luggage for all group arrivals with care. Thereafter, deliver them safely within 15 minutes after entering their rooms.
• Collect luggage from the guest room within 5 minutes of request. Thereafter, place them in the selected area within the lobby.
• Smoothly and efficiently conduct airport drop-offs requests using a well-conditioned motor vehicle.

Front Office SOP | Reception

• Acknowledge and welcome guests with eye contact, and a warm smile.
• Allocate the requisite rooms for physically disabled persons. Besides, advise them about the special services within the hotel.
• Allocate in advance room keys for groups and provide a briefing room for their check-in process.
• Clarify billing instructions from the reservation details of the guest in the system.
• Ensure guest bills are comprehensible, accurate, and neatly folded.
• Ensure that guests sign receipts, invoices as well as credit card printouts.
• Check-out guests on departure within 7 minutes. Besides, courteously request them to fill out the customer feedback form.
• Bid farewell to guests and invite them to purpose for another visit.

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Guest Relations (GRO) Office

• All V.I.P guests’ rooms must be in excellent condition. Besides, all amenities should be in place ahead of arrival.
• Call the guests within 15 minutes of check-in to send them a welcome message.
• Respond to calls within 3 rings and apologize if responded to after 3 rings.
• Handle professionally and convincingly guests’ grievances within the shortest time possible. On the other hand, always give feedback as soon as possible.
• At all times, inform GRO employees of all activities in the hotel and its surroundings.
• Recognize preferential guests according to the hotel repeat guests’ award program.
• Accompany all physically disabled customers to their rooms.

Front Office SOP | Reservations

• Handle all questions within 24 hours.
• Sound product knowledge and excellent speaking and listening skills are a must for the clerk.
• Respond to phone calls with a clear voice, a language with correct articulation.
• Repeat thoroughly and accurately the particulars of the reservation before cutting off.
• Accurately and swiftly chart bookings indicating guest name, room type, arrival, departure dates.
• Staffs have complete knowledge concerning hotel reservation policies.
• Give options when rooms are unavailable.

Switchboard Department

• Staff must be tidy, eloquent with sound product knowledge.
• Have excellent communication skills as well as knowledge of the day’s activities.
• Respond to calls within 3 rings with a clear tone, speech, and correct pronunciation.
• Assist the callers while providing feedback within two minutes of their request.
• Use easy language while avoiding slang and scientific terminologies.
• Notify callers ahead of transferring them to further extensions, within 5 seconds.
• Employees must always be audible, affectionate, and maintain a friendly voice.
• Record all wake-up calls precisely.
• Staff should understand the emergency numbers and escape procedures.

The Bottom-Line

Hotels cannot function successfully exclusive of a front office system. As we all know “the first feeling is the last feeling.” Customers often judge hotels depending on their first impression at the front office. This can lead to generally excellent or terrible experiences in the facility.

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