Guest ExperienceSOP7 min read
Guest Review Response Standard
Respond professionally while learning from recurring praise and failures.
PRIMARY ROLEGeneral Manager
USE WHENOnline Review
Operating standard
- 01
Guest Review Response Standard: Confirm the scope, desired outcome and guest experience owner for this online review work.
- 02
Verify the current facts with the appropriate hotel systems, logs, guest records or physical inspection.
- 03
Complete the actions within General Manager 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.