5.

19 How to check guest history

Scope Of SOP:

To acknowledge repeat and regular guests to deliver the service standards expected.

How to carry out the SOP Key Points

To ensure the right profile is
When a guest has returned to any of Hotels for the second time he is a repeat found, one or two details
guest. should be reconfirmed with
Whenever there is a new reservation, we should always check if the guest has the guest. Contact details are
stayed with us before. Should the guest have stayed with us before it is the best choice.
imperative that we use the same profile for future stays.
While quoting rates previous
This could be helpful to know about the guest’s preferences, specific food stay rate should be referred
likes, dislikes, details of his last stay. to.

Previous feedback could be checked, and the past reservation details could Preferences should be
also be referred to as a basis while offering. reconfirmed with the guest.
Complaints can also be viewed through the profile notes and precautions can
be taken. Moreover, it makes the guest feel valued if we recognize him and
are aware of his preferences.
Once the profile of a returning guest is found, the history tab allows us to check
previous reservation details.
Guest history is important to evaluate the quality of our service and price
competitiveness.

Involvement:
All Reservations Advisors making reservations.

Involvement: This SOP applies to all Reservation Advisors and Team leaders.