STANDARD OPERATING
PROCEDURE
Edited by:
Approved by:
Department: Front Office Subject: Pre-Arrival
Sections: Front Desk Date issued: Track No:
OBJECTIVE
To ensure a seamless and personalized experience for guests from the moment their reservation is confirmed
until their arrival at the hotel.
BENEFIT
Maximizing guest satisfaction while following proper communication standard with professionalism & warmth
throughout the pre-arrival stage.
MINIMUM STANDARD
I. Reservation Confirmation:
A. Upon receiving a reservation, the Front Office team should:
1. Verify reservation details, including room type, duration, and special requests.
2. Send a confirmation email to the guest, outlining reservation details and hotel amenities.
3. Include a personalized welcome message and contact information for any pre-arrival inquiries.
II. Guest Preferences and Special Requests:
A. Collect and store guest preferences and special requests, such as:
1. Room preferences (e.g., bed type, view).
2. Dietary restrictions or preferences.
3. Any special occasion or celebration.
B. Utilize guest profile system to ensure these preferences are readily available to the Front Office team
during the guest's stay.
III. Transportation Arrangements:
A. Offer assistance with transportation arrangements:
1. Provide information on hotel transportation services.
2. Offer options for private car services or local transportation providers.
3. Confirm transportation details and update the guest accordingly.
IV. Pre-Arrival Welcome Call (If required)
V. Welcome Package:
A. Prepare a personalized welcome package for the guest:
1. Include a welcome letter with the guest's name.
2. Provide a map of the hotel and its facilities.
3. Include any relevant information about local attractions or events.
VI. VIP Guests:
A. Identify VIP guests and enhance their experience:
1. Coordinate with other departments to provide special amenities.
2. Ensure VIP preferences are prioritized.
Front Office Manager________________Date: ___________
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STANDARD OPERATING
PROCEDURE
Edited by:
Approved by:
Department: Front Office Subject: Pre-Arrival
Sections: Front Desk Date issued: Track No:
VII. Check-In Preparation:
A. Pre-assign rooms based on guest preferences:
1. Expedite the check-in process for a smoother arrival.
2. Ensure key cards are prepared and ready for distribution.
3. Ensure to update the Traces, Alerts accordingly (i.e.; In room check-in ,Actions to be taken during the
check in etc)
VIII. Staff Briefing:
A. Conduct a pre-shift briefing for Front Office staff:
1. Share information on arriving guests and their preferences.
2. Review any special requirements or events taking place during the guest's stay.
IX. Continuous Training:
A. Regularly update Front Office staff on new procedures and guest service techniques to enhance the pre-
arrival experience continually.
By implementing this Pre-Arrival SOP, hotel aims to provide a personalized and memorable experience for
each guest, setting the stage for a delightful stay.
Recap
Front Office Manager________________Date: ___________
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