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IO 1 – Standard Operating Procedures
SOP 05 - Provision of the information to hotel
guest before arrival
“SOP 05 - Provision of the information to
hotel guest before arrival.”
Created by Štěpán Chalupa
Issued on 12. 5. 2022
Created for Front Office employees, Trainers and Trainees, Students
Updated by XX
Updated on XX
Introduction
During the pre-stay period, the client might request the modification of their reservation of just
additional details about their stay, available service or conditions of their use. Be sure to provide
the guest with the reservation details only if the guest is identified. Do not mention the stay's
room number or any other sensitive details.
Purpose
Provide the guest with additional information about the stay and provided services or the
conditions of their use.
Procedure
The whole procedure is directly connected to the content of previous SOPs. In this, the client does
not request any changes in the reservation, only strive for further details about the stay, other
product and services and conditions of their use.
1. Greet the customer. “Good Morning/Afternoon/Evening, this is Hotel International Front
Office/Reservation Department, Štěpán Chalupa speaking. How may I assist you?”
2. The client asks for specific detail about the stay.
3. Ask the client for the guest's name or a reservation number. “May I ask you for the
reservation number or the name on which the reservation was made?”
4. Search the reservation in the PMS. “Let me check the reservation in our system. Please
hold on for a while.”
5. Re-confirm the reservation details (date of arrival and departure, number of rooms and
guests, structure of other ordered services/products).
6. Ask the client for the additional information request. For example, if the client wants to
know more details about other services, conditions of their use and their reservations,
please follow the SOP 04, check the availability of the services and provide the guest with
the new confirmation of the stay/reserved services.
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7. Confront the reservation details, business terms and cancellation policy of the
reservation (or reserved products and services). For example, “Sir/madam, let me check
your reservation details to provide you with the updated information. Please hold on for a
while.”
8. Provide the client with the information in an understandable manner.
9. Give the client time for further questions. For example, “Sir/Madam, is there anything
else I can do for you?”
10. Let the client close the call.
Critical points and unstandardized situations
In this case, it is vital to mention just a few situations that might impact the procedure of this SOP.
• FO employee is not able to identify the customer. If you are unsure about the client, do
not provide him with sensitive details about the stay.
• The reservation is missing in the system. Apology for such an inconvenience, and ask the
client to send you the confirmation letter. Follow the other procedures and inform the
client about the details and possible solutions.
• The reservation is made through a third party. For TO reservations, you might not know
the terms and conditions of the reservation. Let to client know to check with the TO or
other third party.