PURPOSE

The purpose of this Standard Operating Procedure (SOP) is to establish guidelines and procedures for conducting property viewings at Deluxe Holiday Homes in a manner that ensures the safety and satisfaction of both guests and staff.

SCOPE

This SOP applies to all staff members involved in coordinating and conducting property viewings at Deluxe Holiday Homes, including but not limited to Reservation Team, and Guest Relations Team.

DEFINATIONs

ROLES AND RESPONSIBILITIES

POLICY

Scheduling Viewings

• Viewings should be scheduled in advance by the reservation department based on the availability of both the guest and the property.
• The guest's preferences and requirements should be documented during the scheduling process to ensure that suitable properties are selected for viewing.

Conducting Viewings

• Prior to the scheduled viewing, the property should be thoroughly inspected and prepared to showcase its amenities and features.
• A Guest Relation Officer should accompany the guest during the viewing to provide information, answer questions, and address concerns.
• The Guest Relation Office conducting the viewing should adhere to all safety protocols and guidelines, ensuring that guests are aware of any potential hazards or restrictions within the property.

Follow-Up

• After the viewing, the reservation team should promptly follow up with the guest to gather feedback, address any additional questions or concerns, and assist with the booking process if the guest expresses interest in renting the property.
• Feedback from property viewings should be documented in HubSpot and PMS to improve the guest experience and property presentation in the future.

Policy Review:

This policy is subject to periodic review and revision to ensure it remains current and effective in managing damages and protecting the integrity of Deluxe Holiday Homes properties.