Taman Bebek Hotel / Last Update: May 2023.

The front office secretary staff must strictly adhere to these guidelines to ensure the smooth operation of the hotel and the satisfaction of the guests.

Purpose

The purpose of this Standard Operating Procedure (SOP) is to establish guidelines and procedures for the operation of the hotel front office.

Scope

This SOP applies to all hotel front office secretary staff.

Procedure

Answering Calls

1. The front office secretary must answer all calls with a warm and friendly greeting, stating the name of the hotel.
2. The front office secretary must respond politely to all inquiries and requests.
3. The front office secretary must take accurate messages and relay them to the appropriate staff member.

Handling Correspondence

1. The front office secretary must sort and distribute incoming mail and e-mails to the appropriate folders and recipients.
2. The front office secretary must prepare outgoing e-mails, messages and packages as needed.
3. The front office secretary must maintain accurate records of all correspondence, received items and delivered items.

Managing In-House Guests Purchases

1. The front office secretary must confirm all reservations with the guest prior to arrival.
2. The front office secretary must maintain accurate records of all reservations from check-in to check-out including minibar, laundry, room service and other purchases during stay.

Assisting Guests