STANDARD OPERATING PROCEDURE –

SMILE

Created by: Approved by :

Dept.: Subject:
Other department: Date issued: Last Revision:
OBJECTIVE
 To provide a service as smooth and normal as possible with a SMILE
 To improve shower experience
BENEFIT
 Increase the Overall experience/IRD/clean stay/Accommodation/Cleanliness
SALT score
 To have consistent set up standards in place that can easily be followed by TM’s.
MINIMUM STANDARNDS RESPONSIBLE
1) Empowerment
1.1) Getting the team to realize it’s okay to make mistake but
they have to learn from it.
 When the team makes a mistake, call them aside
and quietly discuss the issue by providing a
sandwich feedback

1.2) Allowing the team space to make decision to ensure guest

satisfaction
 Start macro managing the team instead of micro
managing
 Allow them the opportunity to try and if they get
stuck they know they can get support from seniors
 When they are interacting with the guest be both
present and absent at the same time ( your ears
only present so you can monitor or follow the
interaction)

2) Product Knowledge
2.1) Hotel Knowledge
 Team Members needs to be well versed about the
different products/services offered in the
respective establishment.
 Team Members needs to be well versed about the
different products/services offered in the sister
properties as well.

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 STANDARD OPERATING PROCEDURE –
SMILE

Created by: Approved by :

Dept.: Subject:
Other department: Date issued: Last Revision:

2.2) Know the surrounding

 Team Members needs to have adequate
information on the happenings around the island
and hotel
 Develop an attitude within the team whereby they
constantly share news happenings (not gossip, but
attractions or activities for guest)

3) Body Language
 Guest needs to feel your smile through voice if
communicating by phone
 Always portraying a genuine approach with a smile

Shower:

Shower is one of most important part of guest stay.

Few factors which effects shower experience:

 Water Pressure
 Water Temperature
 Water Quality

By making sure these aspect are adjusted to right

standards we can elevate the shower experience.
**By making it part of pre arrival check.

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 STANDARD OPERATING PROCEDURE –
SMILE

Created by: Approved by :

Dept.: Subject:
Other department: Date issued: Last Revision:

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