Standard Operating Procedure (Sop)

How to Evoke Guest Feeling in the Hospitality Industry

Guests are the main reason for being in any business. As an entrepreneur, you must come up with ways in which you would like guests to feel when they visit your establishment. Remember that, the first impression is always the last impression – meaning the way a guest feel on entry to the hotel will affect his/her overall experience during the entire stay in the establishment. These feelings do not come by default but rather they require some catalyst. As a professional service provider, you will require to evoke them.

The following are the standards which can be adopted to ensure a smooth relationship between guests and the overall experience in the hospitality establishment:

Let Your Guests Feel Welcome

Offer a smile and warm, genuine welcome at the front door, such as “Good evening. How may I help you?” Make sure the host’s desk faces the door, not the back wall.

Let Your Guests Feel Pampered

Provide valet parking and someone to hold the door open. Make sure guests’ coats and umbrellas are taken and stored securely. Have staff pull out chairs for guests as they seat a party.

Let Your Guests Feel Important

Remember and use returning guests’ names, and greet them with “welcome back” keep track of regular guests’ preference and important dates.

Let Your Guests Feel Comfortable

Make sure the dining rooms’ heat, lighting levels, and music are appropriate and consistent. Ensure that the dining room is spotlessly clean and that furniture is attractive and in good repair.

Let Your Guests Feel Entertained

Offer to entertain tableside preparations or live music, if appropriate. Provide a variety of menu and beverage items, including some novel items unique to your restaurant, and describe them in an enticing way on a menu that is usually interesting.

Guests being served inside a hotel bar and restaurant

Guests being served inside a hotel bar and restaurant

Let Your Guests Feel Relaxed, at Ease

Make sure the reservations process is clear and efficient. Provide waiters with enough knowledge about menu items so that they can answer questions and make suggestions/recommendations with confidence, and train them well in how to read guests’ body language so that they can address needs that guests may not feel comfortable expressing. Offer diners choosing wine the expert assistance of a sommelier.

 Let Your Guests Feel Satiated

Ensure that portion sizes are appropriate (not too big or too small) and instruct waiters to offer guidance if dinners seem to be ordering too much or too little food.

Let Your Guests Feel Appreciated

Maintain a “thank you” mailing list. Ask guests for their opinions, and listen carefully to the responses. The key to all the elements is that each specific action can be trained. For example, you can train your reservationist to say “may I put you on hold?” and wait for the caller to answer before doing so so that the potential guest does not feel as if he or she has been dismissed or treated rudely. This is the essence of service – doing things that will lead to a guest’s satisfaction.

These procedures have been tested and proven to be effectual in maximizing customer satisfaction. When they followed and put into consideration, one can be guaranteed happy and satisfied customers in the hospitality industry.



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