{"id":4049,"date":"2019-12-20T08:32:28","date_gmt":"2019-12-20T07:32:28","guid":{"rendered":"https:\/\/www.thehotelfactory.com\/en\/?p=4049"},"modified":"2022-03-04T12:45:27","modified_gmt":"2022-03-04T12:45:27","slug":"tips-for-sops-reception-department","status":"publish","type":"post","link":"https:\/\/thehotelfactory.com\/en\/tips-for-sops-reception-department\/","title":{"rendered":"Tips for SOPs: Reception Department"},"content":{"rendered":"\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">In our blog we have been talking about SOPs for a year, explaining from what they are to how they should be evaluated. We talk about them once again in this post however, we will focus specifically on the <\/span><b>SOPs<\/b><span style=\"font-weight: 400;\"> of the <\/span><b>reception<\/b> <b>department<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The reception department is the visible face of the hotel. In addition to being the department that supervises the available rooms, where reservations are made, where departures are recorded and where rooms and keys are assigned, it is the first department that the client contacts (through the reservation) and for this it is the <\/span><b>hotel&#8217;s cover letter. <\/b><span style=\"font-weight: 400;\">The functions that we have just developed in the department indicate that it is the department that<\/span><b> interacts with the client the most<\/b><span style=\"font-weight: 400;\"> (doubts, complaints&#8230;) and the department that gives<\/span><b> the first and last impression to the client<\/b><span style=\"font-weight: 400;\"> (with check-in and check-out).<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Based on <\/span><i><span style=\"font-weight: 400;\">the hotel factory <\/span><\/i><span style=\"font-weight: 400;\">experience, a reception SOP should take into account certain aspects. Here are a number of <\/span><b>tips<\/b><span style=\"font-weight: 400;\"> for developing a reception SOPs:<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" style=\"float: right; margin-left: 10px;\" src=\"https:\/\/www.thehotelfactory.com\/en\/wp-content\/uploads\/2020\/01\/SOP-reception-hotel-300x300.jpg\" alt=\"\" width=\"300\" height=\"300\" data-id=\"4054\" \/><\/p>\n<ul>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Name of the client.<\/b><span style=\"font-weight: 400;\"> Staff must use the customer&#8217;s name during interactions with the customer, even more so if the customer is repetitive.<\/span><\/p>\n<\/li>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Wording<\/b><span style=\"font-weight: 400;\">. Depending on the type of customer, the staff should contact the customer in a more formal or informal manner. The SOP must collect the different <\/span><b>approaches<\/b><span style=\"font-weight: 400;\"> according to the different segments of the hotel.<\/span><\/p>\n<\/li>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Welcome and farewell<\/b><span style=\"font-weight: 400;\">. As discussed above, it is the department that gives the first and last impression to the customer, so the <\/span><b>steps<\/b><span style=\"font-weight: 400;\"> described in this process <\/span><b>must be<\/b> <b>accurate<\/b><span style=\"font-weight: 400;\">. It should be specified<\/span><b> how the front desk staff should welcome and how to say goodbye to the client.<\/b><span style=\"font-weight: 400;\"> In the farewell it is important to <\/span><b>ask <\/b><span style=\"font-weight: 400;\">the client<\/span><b> to<\/b> <b>participate<\/b><span style=\"font-weight: 400;\"> in the main <\/span><b>online reputation<\/b> <b>channels<\/b><span style=\"font-weight: 400;\"> in case the latter is satisfied with the hotel.<\/span><\/p>\n<\/li>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Attitude<\/b><span style=\"font-weight: 400;\">. The SOP should indicate that the front desk staff should always make <\/span><b>eye contact and smile <\/b><span style=\"font-weight: 400;\">at the customer as much as possible. It is an important aspect to highlight in SOPs because it is something that seems obvious but it is often lacking.<\/span><\/p>\n<\/li>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Feedback. <\/b><span style=\"font-weight: 400;\">It is important to collect information about the customer and their hotel impressions to know what to offer them and personalize their experience, as well as knowing what should be improved or what should be continued to be done. Therefore, the SOP should include how staff should <\/span><b>request feedback <\/b><span style=\"font-weight: 400;\">from guests during different interactions and what to do with this information afterwards.<\/span><\/p>\n<\/li>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Situations with the customer. <\/b><span style=\"font-weight: 400;\">Certain situations should be developed where it is explained <\/span><b>how<\/b><span style=\"font-weight: 400;\"> the receiving <\/span><b>staff<\/b> <b>should<\/b> <b>react<\/b><span style=\"font-weight: 400;\"> to such situations with the customer. For example, the staff&#8217;s response to a complaint about the room. This way, employees will have a standardized response to the different possible situations. It is recommended to make an accurate list of the most common customer situations, and for less common situations establish a base response (for example: &#8220;Let me check with my director, Mr. X&#8221;).<\/span><\/p>\n<\/li>\n<li>\n<p style=\"text-align: justify;\"><b>Anecdotal tips:<img loading=\"lazy\" decoding=\"async\" style=\"float: right; margin-left: 10px;\" src=\"https:\/\/www.thehotelfactory.com\/en\/wp-content\/uploads\/2020\/01\/hotel-cards-featured-300x300.jpg\" alt=\"\" width=\"300\" height=\"300\" data-id=\"4058\" \/><\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Scanning documents<\/b><span style=\"font-weight: 400;\">. The front desk staff should know how to request and how to scan customer documentation. The SOP must indicate that under no circumstances photocopies of the customer&#8217;s documentation can be made or kept.<\/span><\/p>\n<\/li>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Verification<\/b><span style=\"font-weight: 400;\">. Throughout customer interactions, staff must verify certain aspects such as room type, payment method, booking name and more.<\/span><\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The hotel factory <\/span><span style=\"font-weight: 400;\">has worked on different SOPs projects, both in urban and holiday hotels, perfecting the methodology and the final result. All this allows us to adapt to the demands and needs of our customers and stand out for a differential approach:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Visual format. <\/b><span style=\"font-weight: 400;\">Photos, icons and colors predominate so that the employee has a friendly reading and the message is transmitted correctly.<\/span><\/p>\n<\/li>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Customer-focused<\/b><span style=\"font-weight: 400;\">. SOPs focus on the customer journey, including useful phraseology and tips for each type of client.<\/span><\/p>\n<\/li>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Simple language<\/b><span style=\"font-weight: 400;\">. The wording of the steps will be written in a simple language, understandable to any level of knowledge and experience of the employees.<\/span><\/p>\n<\/li>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Induction, training and control tool.<\/b><span style=\"font-weight: 400;\"> The SOP serves to induce new employees, to train current employees and to establish control over the standardization and quality of services.<\/span><\/p>\n<\/li>\n<li style=\"font-weight: 400;\"><b>Basic steps.<\/b><span style=\"font-weight: 400;\"> The SOP focuses on the basics of the process.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">If you need more information about <\/span><b>the new concept of SOP&#8217;s that we have developed<\/b><span style=\"font-weight: 400;\"> in <\/span><i><span style=\"font-weight: 400;\">the hotel factory, <\/span><\/i><span style=\"font-weight: 400;\">do not hesitate to contact one of our offices, from which we can advise you and offer solutions adapted to your needs.<\/span><br \/>\n<\/p>\n","protected":false},"excerpt":{"rendered":"<p style=\"text-align: justify;\">In our blog we have been talking about SOPs for a year, explaining from what they are to how they should be evaluated. We talk about them once again in this post however, we will focus specifically on the SOPs of the reception department.<\/p>\n<p style=\"text-align: justify;\">The reception department is the visible face of the hotel.<\/p>\n<p>[&#8230;]<\/p>\n","protected":false},"author":32,"featured_media":6101,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[2],"tags":[560,583,360,584,585,576,577,365],"class_list":["post-4049","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-consultancy-en","tag-front-desk-en","tag-hotel-en","tag-reception-en","tag-soft-opening-en","tag-sop-en","tag-standard-operating-procedure-en","tag-the-hotel-factory-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Tips for SOPs: Reception Department | The Hotel Factory<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/thehotelfactory.com\/en\/tips-for-sops-reception-department\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tips for SOPs: Reception Department | The Hotel Factory\" \/>\n<meta property=\"og:description\" content=\"In our blog we have been talking about SOPs for a year, explaining from what they are to how they should be evaluated. 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