PURPOSE

To ensure consistent and exceptional guest service experiences by providing prompt and effective assistance to guests throughout their stay at Deluxe Holiday Homes.

SCOPE

The scope of this policy applies to all GROs for providing personalized assistance to guests throughout their stay, including addressing inquiries, resolving issues, and offering recommendations for activities or amenities.

POLICY

1. Guest Arrival and Check-In:
   • Greet guests warmly upon arrival and assist with the check-in process.
   • Provide information about the property amenities, services, and any special promotions.
   • Offer assistance with luggage handling and escort guests to their accommodations when necessary.
2. Guest Inquiries and Requests:
   • Respond promptly to guest inquiries, whether in person, via phone, or email.
   • Listen attentively to guest requests and ensure clear understanding before taking action.
   • Document all guest requests and communicate them to the relevant departments for timely fulfilment.
3. Problem Resolution:
   • Address guest concerns or complaints with empathy and a desire to resolve the issue satisfactorily.
   • Follow established procedures for handling guest complaints, including escalation to management if necessary.
   • Provide appropriate compensation or gestures of goodwill as warranted to restore guest satisfaction.
4. Check-Out Assistance:
   • Offer assistance with check-out procedures, including settling bills and arranging transportation if needed.
   • Solicit feedback from departing guests to identify areas for improvement and ensure guest satisfaction.
5. Documentation:
   • All guest interactions, inquiries, requests, and resolutions should be accurately documented in the PMS for future reference and accountability.

Policy Review:

This policy will be reviewed periodically to ensure its effectiveness and relevance. Feedback from employees and stakeholders will be considered for continuous improvement.