Front Office

Standard Operating Procedure

Update: 16.08.08 / CO-FO-LTR-003

Sawasdee Welcome Back Letter

[Location], [dd/mm/yy]

SAWASDEE
Welcome back to [Name of property]
Dear [Name of Guest/Re cipient]

We are delighted to have you back here as our valued guest and wish you a most pleasant and
memorable stay at [name of property].

For your wining and dining pleasure we have [number of restaurants] excellent restaurants and a
wonderful [name and number of bars] bar(s) at your disposal. You will find more detailed information
in your Guest Service Directory.

A very popular choice among our guests is the [name of restaurant] [location] featuring the very best
of [type of cuisine] prepared to perfection.
At dinner time Executive Chef [name of the Executive Chef] prepares a mouthwatering [name of
menu] in the most elegant restaurant on [location] at the [name of signature restaurant] located
[location].

I would like to recommend my person al favorite to start a pleasant evening. Enjoy a cocktail at the
[name of pool bar/b ar] and relax at the sea front ( if applicable) while celebrating your existenc e with
us. [Name of property] offers an extensive drink list with over [number of items listed on the menu]
positions. The bar caters to every need with thrill ing cocktails to outstanding and rare whiskies. In
addition to the drink list we pay utmost respect to our wine list and are very proud to have an
extensive range of top wines. Both menus are tailored to perfection!

Our [name of afternoon tea/high te a location] is open from [operating hours] and provides the right
atmosphere to surf the net (if applica ble), read a newspaper or just enjoy a coffee or freshly brewed
tea. The area is designed with ultra modern and un ique design furniture to enhance your holiday in
style (if applicable).

We sincerely hope that you will enjoy our hotel’s facilities and services. Should there be anything we
can do for you to make your stay more comfortabl e, please do not hesitate to contact us. Our
concierge (if applica ble) and his/her team, the Exe cutive Management or I will be more than happy
to assist you with any queries you might have.

As our valued guest we assure you of our best care and attention at all times and remain,

Yours sincerely

[Name]
[Position]
[Name of property]

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 Front Office
Standard Operating Procedure
Update: 16.08.08 / CO-FO-LTR-015

Thank You Letter for Guest Recommendations (general)

[Hotel Name]
[Address 1]
[Address 2]
[Date Today]

[Recipients Name]
[Address 1]
[Address 2]

Dear [Name of Guest/Re cipient]

Thank you!

Thank you very much for taking the time to write us and sharing with us your pleasant experienc e
during your stay at [name of property]. We are most delighted to learn that you were impressed with
our services and facilities.

We strongly believe in providing our guests with the highest services and utmost attention to detail
and nothing makes us happier than a confirmation of our guest’s satisfaction.

Your fine compliments are highly appreciated and we shall certainly share them with our team. In the
meantime, we shall endeavour to maintain and improve our services.

I hope to welcome you again to our Hote l/Resort in the near future, I remain,

Yours sincerely

[Name]
[Position]
[Name of property]

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
 Front Office
Dara Hotels & Resorts
Standard Operating Procedure
Update: 16.08.08 /CO-FO-LTR-016

Thank You Letter for Guest Recommendations (positive)

[Hotel Name]
[Address 1]
[Address 2]
[Date Today]

[Recipients Name]
[Address 1]
[Address 2]

Dear [Name of Guest/Re cipient]

Thank you!

What a wonderful letter! Many thanks indeed for taking the time to write and express your satisfaction
with our services. Such correspondenc e is always hi ghly motivating but even more so when it comes
from someone who has traveled and remarks more de tailed points of what our services means to
them.

I shall take the greatest pleasure in passing on your kind words to our employees of the [name of
property].

It is wonderful to learn that [name of property] wa s an integral part in your enjoyment of Thailand. I
wish that it will not take tool long until we can welcome you back to the land of smiles.

I remain with my best personal regards.

Yours sincerely

[Name]
[Position]
[Name of property]

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
 Front Office
Dara Hotels & Resorts
Standard Operating Procedure
Update: 16.08.08 /CO-FO-LTR-017

Thank You Letter for Guest Recommendations (negative)

[Hotel Name]
[Address 1]
[Address 2]
[Date Today]

[Recipients Name]
[Address 1]
[Address 2]

Dear [Name of Guest/Re cipient]

Thank you!

I would like to extend my personal thanks to you for taking the time to comment on our services during
your recent stay with us.

Whilst I am pleased to see that your impressions we re satisfactory in the main, I have made a special
note of the point mentioned which did not meet yo ur approval, and immediate action will be taken
to rectify this.

(Individual text with points to be improved explained)

Your comment is of highest importance to guarant ee smooth running of our operation and to provide
the highest standards possible. With the assistance of our valued guests we can further improve our
services!

I hope we may have the pleasure of welcoming you back to [name of property].

Yours sincerely

[Name]
[Position]
[Name of property]

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
 Front Office
Standard Operating Procedure
Update: 16.08.08 / CO-FO-LTR-020

Complimentary Letter - Heavy Complaints

[Hotel Name]
[Address 1]
[Address 2]
[Date Today]

[Recipients Name]
[Address 1]
[Address 2]

Dear [Name of Guest/Re cipient]

Thank you!

Thank you for your (letter/fax/email) dated [dd/mm/yy] following your visit to [name of property]. It is
only by this kind of information that we are able to constantly improve our services.

We were concerned to hear of your problems, whic h certainly do not reflect our usual standards, and
the matters raised by you have been treated very seriously. Corre cting procedures were
implemented to ensure that similar situations will not occur again.

As a goodwill gesture, I would like to extend to you an invitation to stay free of charge in one of our
[name of Suite / best room category for xx night(s) , during your next visit. May I suggest that you
channel this reservation through my offic e directly with reference made to this letter, Ref. No:
[Reference number].

Once again, my sinc ere apologies and I do hope we will have the pleasure to welcoming you back
to our Hotel/Resort in the near future.

In the meantime, I remain,

Yours sincerely

[Name]
[Position]
[Name of property]

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
 Front Office
Standard Operating Procedure
Update: 16.08.08 / CO-FO-LTR-037

Management Welcome Letter

[Date Today]

[Guest Name]
In residenc e [room number]

Dear [Name of guest]

Invitation

We are delighted that you have chosen [name of property] as your vacation residenc e. The
associates and management would like to cordially invite you to our welcome reception [weekday]
[date: dd] [Month], [year] at [time of reception] at our [name of bar] Bar.

We are looking forward to share some drinks and snacks with you.

Yours sincerely

[Name]
[Position]
[Name of property]

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1