IMPORTANT:

To realize the importance

of guests in the resort. All
GSC agents must take
GUEST SERVICE CENTRE initiative to fulfil guest
needs.

(SOP #01) CODE OF GUEST SERVICE

All guests should be served and treated in a courteous manner at all times, as they are the most important persons
STANDARD in the resort. All guest service centre agents should strive to fulfill guest needs whenever possible in order to make
their stay most enjoyable.

ACTION STEPS HOW OPPORTUNITY

1. Importance of  The guest is the most important person in the resort.

guests in the  The guest is not dependent on us. We are dependent on the
resort
guests.
 The guest is not an interruption of our work; he/she is the
purpose of it.
 The guest does us a favour when he/she stays in our resort;
we are not doing him/her a favour by serving him/her.
 The guest is one who brings his/her needs; it is our job to
exceed his/her expectations.
 The guest is deserving of the most courteous and attention
treatment we can give.

(SOP #01) GUEST SERVICE CENTRE – PAGE 1