Taman Bebek Hotel / Last Update: May 2023.

All hotel staff must strictly adhere to these guidelines to ensure the satisfaction of the guests.

Purpose

The purpose of this Standard Operating Procedure (SOP) is to establish guidelines for eye contact and greetings when interacting with guests.

Scope

This SOP applies to all hotel staff.

Procedure

Eye Contact

1. All hotel staff must establish eye contact with guests if within 5 meters.
2. Eye contact should be made with a warm and friendly smile.
3. Eye contact should be maintained throughout the interaction if the guest engages in a conversation.
4. Eye contact should be broken naturally and respectfully.

Greetings

1. All hotel staff must greet guests within a space of 2 meters accordingly to the time of the day warmly and naturally.
2. The greeting must be appropriate for the time of day.
3. The greeting must be tailored to the guest's culture and language if know.
4. The greeting must include the guest's name if known.

Follow-up

1. All hotel staff must follow up with guests after the initial greeting if the guests seems in need of something.