Guest Communication Policy
Written by Artyom Meltonyan
Updated at September 2nd, 2025
- Policy & Procedures
- Check-In / Check-Out
- Booking Related
- Payment Related
- Property Related
- Privacy, Safety & Awareness
- Complaints & Requests
- Procedures, Policies & Guides
- Fujairah Branch
- Business Development
- Vacation and Leave Policies
- POLICIES
- POLICIES
- POLICIES
- Reservation Policies
- Guest Relation Policies
- POLICIES
- POLICIES
- POLICIES
- PROCEDURES
PURPOSE
The purpose of this SOP is to establish guidelines for staff members on how to interact with guests at Deluxe Holiday Homes in order to provide exceptional customer service and enhance the overall guest experience.
SCOPE
The scope of this policy applies to all staff members, including guest support team, housekeeping staff, guest relation officers, and management, who are involved in guest interactions at Deluxe Holiday Homes.
ROLES AND RESPONSIBILITIES
| Department | Description |
| Guest Support Team | The Guest Support Team plays a central role in the seamless management of guest concerns, demonstrating a commitment to prompt resolution through the implementation of clear and effective escalation protocols, empathetic communication strategies, and timely responses. Tasked with ensuring the highest level of guest satisfaction, |
| Guest Relations Officers | Guest Relations Officers (GROs), serving as the primary point of contact, assume the responsibility of personally addressing guest concerns. In instances requiring the involvement of other departments, it is imperative to ensure clear communication with the Customer Support team. This ensures a seamless coordination process, allowing for the timely and effective resolution of guest concerns. |
| Housekeeping Team | The Housekeeping Manager is imperative for ensuring the swift resolution of all guest concerns directly tied to the housekeeping department. Their active involvement is crucial for prompt rectification and maintaining high standards of guest satisfaction. |
| Maintenance Team | The role of the Maintenance Manager is of utmost importance in guaranteeing the expeditious resolution of any guest concerns that are directly linked to the Maintenance department. Their active and hands-on involvement is critical for the prompt rectification of issues, contributing significantly to the maintenance of exceptionally high standards of guest satisfaction. |
POLICY
Friendly and Professional Demeanor:
- All staff members are expected to greet guests warmly and professionally, using courteous language and maintaining a positive attitude at all times.
- Adhere to a professional dress code that aligns with the Deluxe standards.
- Greet guests with warmth and professionalism and maintain a positive and friendly demeanour throughout all interactions with the guests.
- Express gratitude to guests during the check-in/out process and ensure a swift and efficient experience.
Active Listening:
- Staff members should actively listen to guests' inquiries, concerns, and feedback, demonstrating empathy and understanding.
- Provide a warm welcome to guests upon arrival and efficiently process check-in formalities, explaining all relevant information about the stay.
Prompt Response:
- Guests' concerns, requests and inquiries should be addressed promptly and efficiently, with clear communication regarding any necessary actions or timelines.
Knowledge and Assistance:
- Staff members should be knowledgeable about the property's facilities, services, and local attractions in order to provide accurate information and assistance to guests.
- Inquire about the guest's overall satisfaction and address any concerns or feedback.
Privacy and Confidentiality:
- Staff members must respect guests' privacy and confidentiality, refraining from discussing personal information or sensitive matters in public areas.
Problem Resolution:
- In the event of a guest complaint or issue, staff members should follow established procedures for problem resolution, escalating matters to management if necessary, and ensuring that the guest's concerns are addressed satisfactorily.
- Conduct property inspections with attention to detail and a proactive approach.
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.