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IO 1 – Standard Operating Procedures
SOP 06 - Provision of the information to the nonhotel
client
“SOP 06 - Provision of the information to
the non-hotel client.”
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
As a FO employee, you will be facing several requests connected not only with the stays of the
hotel guest but also from the hotel non-guests. Therefore, be prepared to answer the questions
about the product and services provided by the accommodation facility, their conditions of use
and reservation, as well as about the destination and other travel-related information.
Purpose
Provide non-hotel clients with other information about the property and provided services or the
conditions of their use.
Procedure
The whole procedure is directly connected to the content of the previous SOP, which focused on
providing additional information to hotel guests. If the hotel non-guest wants to make a
reservation, follow the SOP01. Not only reservation of the accommodation services should follow
the content of that procedure.
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 hotel non-guest asks a specific question not related to the stay.
3. Ask the client for more specifications, if needed.
4. Check the information. “Sir/madam, let me check the details about your request. Please
hold on the line for a while.”
5. Provide the client with the information in an understandable manner.
6. Give the client time for further questions. For example, “Sir/Madam, is there anything
else I can do for you?”
7. Let the client close the call.