PURPOSE

The purpose of this Standard Operating Procedure (SOP) is to ensure effective and consistent communication with guests prior to their arrival, enhancing their experience and providing necessary information for a smooth check-in process.

SCOPE

This SOP applies to all guests checking out of rental properties managed by Deluxe Holiday Homes.

ROLES AND RESPONSIBILITIES

POLICY

Communication Channels:

• Once the booking is confirmed, Pre-Arrival communication may be conducted via email, phone calls, SMS, or through PMS.
• The preferred communication channel may vary based on guest preferences and the nature of the communication.

Key Activities:

• Sending confirmation emails upon booking confirmation, including reservation details, check-in/out times, and contact information.
• Sending pre-arrival emails a few days before (for future bookings) and immediately (for same day bookings) prior to the guest's arrival, providing information on local attractions, transportation options, and special requests.
• Responding promptly to guest inquiries and requests received.
• Ensuring PMS is updated with all the relevant information of the guests that would help in smooth check-in experience.

Timeline:

• Pre-arrival communication should commence immediately upon booking confirmation and continue until the guest's arrival.
• Responses to guest inquiries should be provided within a specified timeframe, typically within 1 hour.

Quality Standards:

• All pre-arrival communication should be professional, courteous, and personalized to the guest's needs and preferences as per the template agreed in PMS and HubSpot.
• Information provided should be accurate, up-to-date, and consistent across all communication channels.

Documentation:

• Records of pre-arrival communication, including email correspondence and notes on special requests, should be documented in the guest's reservation.

Continuous Improvement:

• Regular feedback from guests and staff should be gathered to identify areas for improvement in pre-arrival communication processes.

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.