Guest ExperienceSOP5 min read
Guest Request Tracking Standard
Record ownership, timing and closure so guest requests do not get lost between shifts.
PRIMARY ROLEFront Office Supervisor
USE WHENGuest Request
Operating standard
- 01
Guest Request Tracking Standard: Confirm the scope, desired outcome and guest experience owner for this guest request work.
- 02
Verify the current facts with the appropriate hotel systems, logs, guest records or physical inspection.
- 03
Complete the actions within Front Office Supervisor authority and escalate any safety, guest, revenue or policy exception promptly.
- 04
Coordinate required handoffs with the affected department so the action is visible beyond one shift.
- 05
Document the result, any exception and the next action before the work is considered complete.