Guest ExperienceTemplate5 min read
Pre-Arrival Guest Communication
Send useful, brand-appropriate information that prepares the guest for a smoother stay.
PRIMARY ROLEFront Office Manager
USE WHENPre-Arrival
Operating standard
- 01
Pre-Arrival Guest Communication: Confirm the scope, desired outcome and guest experience owner for this pre-arrival work.
- 02
Verify the current facts with the appropriate hotel systems, logs, guest records or physical inspection.
- 03
Complete the actions within Front Office 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
Save the completed record in the hotel’s approved location and share it with the next owner.