Quality Assurance 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 ensure that all properties managed by Deluxe Holiday Homes meet the highest standards of quality and cleanliness to enhance the guest experience.
SCOPE
The scope of this policy applies to all staff members responsible for property management & guest interactions, including guest relation officers, housekeeping staff, maintenance staff, and third-party companies.
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 Manager | 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 Manager | 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
Property Quality Assurance
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Pre-Arrival Inspection:
- Housekeeping staff conduct a thorough inspection of each property before guest arrival to ensure cleanliness, functionality of amenities, and compliance with company standards.
- Any identified issues or deficiencies are promptly addressed in PMS via Issues and rectified before guest check-in.
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Regular Maintenance Checks:
- Maintenance personnel conduct regular inspections and maintenance checks of all property features and amenities, including HVAC systems, plumbing, electrical, and appliances.
- Any maintenance issues are documented in PMS via Issues and addressed promptly to prevent inconvenience to guests.
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Housekeeping Standards:
- Housekeeping staff adhere to strict cleanliness standards when cleaning and preparing properties for guest arrivals.
- Cleaning checklists are followed meticulously to ensure all areas of the property are thoroughly cleaned and sanitized.
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Guest Feedback Management:
- Guest feedback regarding property quality is actively solicited and documented in PMS.
- Any issues or concerns raised by guests are addressed promptly and followed up with corrective actions.
Guest Quality Assurance
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Warm Welcome and Check-In Process:
- Guest Relation Officer guests warmly upon arrival and facilitate a smooth and efficient check-in process by maintaining a professional and courteous demeanour throughout interactions with guests.
- Any special requests or preferences expressed by guests are documented in PMS and accommodated to the best of the property's ability.
- Ensure that Check-Ins are completed within the assigned time frame ensuring accuracy in guest information.
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Personalized Service and Assistance:
- Any guest inquiries, issues or requests are addressed promptly and courteously to enhance the overall guest experience.
- GROs must adhere to the established standards and guidelines outlined in this policy.
- If required, assist with luggage and guide guests to their accommodation.
- Offer information about nearby attractions, dining options, and other relevant services.
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Regular Communication and Follow-Up:
- GROs to clearly explain the terms and conditions, policies, necessary house rules, key features of the property and available amenities.
- Inform guests about the contact details for reaching the Customer Support throughout their stay.
- Guest Support Team to maintain regular communication with guests throughout their stay to ensure their needs are met and any issues are promptly addressed.
- Follow-up calls or surveys may be conducted post-stay to gather feedback and ensure guest satisfaction.
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Resolution of Guest Complaints:
- Any guest complaints or concerns are handled promptly and professionally by Guest Support Team.
- Collaborate with other departments (cleaning, maintenance, etc.) to ensure a seamless and pleasant stay for guests.
- Complaints are escalated to management if necessary, and appropriate measures are taken to resolve issues and ensure guest satisfaction.
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Guest Departure and Farewell:
- Front desk staff bid guests farewell warmly upon departure and express gratitude for their stay.
- Any feedback or suggestions provided by guests during their stay are noted for continuous improvement in service quality.
By adhering to these detailed tasks, each department can contribute significantly to maintaining high-quality assurance, ensuring a positive and memorable experience for our guests.
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.