STANDARD OPERATING PROCEDURE

LSOP: FO007
TITLE: Hospitality and Conduct: Guest Interactions / Service Behavior Expectations
DATE: 10/08/2019
UPDATE: -
AUTHOR: Mehmet Kasdan, FOM

OBJECTIVE: Required hotel training programs (per Brand) cover, in detail, all of the following topics: Hotel
Associates / Managers are expected to consistently display knowledge and service behaviors acquired during
training.

Requirements
• Hotel must follow the individual Brand Service / Service Culture Training Program

• Hotel must ensure that associates / managers practice Gracious Hospitality skills and meet the following
Service Behavior expectations

o In addition to these standards, JW Hotels will demonstrate components of the Brand Program - JW:
Symphony of Service Training (OPS-FRO-266A)

• All Associates and Managers:

o Interactions with guests must be guided by the question "What do I need to do to exceed this
customer's expectations"
o Demonstrate the empowerment to make decisions in all guest interactions / delight each guest /
anticipate needs / provide thoughtful gestures
o Demonstrate a positive attitude / attentive service and always make a great first impression / be
responsive to cues for pace / service
o The 15 / 5 (4.6 / 1.5m) rule is consistently displayed. Always be on stage
▪ At 15 feet (4.6 m, 15 steps) make eye contact and smile
▪ At 5 feet (1.5 m, 5 steps) maintain eye contact
▪ Greet the guest with warm greeting/welcome
o Acknowledge guest standing in queue (including car queue), either verbally or non-verbally
o Use the guest name with every interaction, when known
o Be well-groomed and professional at all times
▪ Proper uniform and name badge and/or service pins where applicable
▪ Uniform is always clean and in good condition
o The associate / manager maintained good posture (i.e., visibly engaged/listening attentively) and eye
contact throughout guest interaction
o Provide a warm and sincere opening (i.e., indigenous local welcome / genuine sense of welcome) /
closing to each guest interaction / thank the guest for joining them)
o Offer pro-active assistance with each guest interaction (May I assist you with anything else)
o Guest expectations are always met / satisfied after every associate / free of negative detractors /
focused on individual needs
o Elevator Etiquette:
▪ Hold door for guest(s)
 STANDARD OPERATING PROCEDURE
▪ Allow guest to enter elevator first / exit first
▪ Offer to select floor for guest
▪ Full Service only: Bell staff using carts will yield to guests (use service elevator when
appropriate)
o Never use hand-written / photocopied (copy paper) signage in public areas for any purpose (i.e., out of
order equipment or machines)
▪ Always use professionally produced signs in Brand Voice and visual identity
o Associates never watch television in public areas or adjust television volume above a normal level

• Front Desk associates and managers:

o With Welcome Pod type Front Desk area, associates / manager should walk from behind / step to the
side of the kiosk to interact with guest. (i.e. issue the guest room key, provide directions, etc.)
o Front Desk must be visibly staffed at all times
o Inquire about guest's stay at check-out
o Management presence is visible in lobby during peak check-in / check-out periods

o The Front Desk associate confirmed the guest's request(s) including room type
▪ Requested items are in the guest room

o Items requested by guest(s) should always be delivered promptly, clean and in good condition
▪ Knocking on guest room door and announcing the department and delivery is always required
▪ The associate positioned themselves in front of the door
▪ Confirm requested item with the guest and offer set-up if required
▪ If applicable, request to enter the guest room
▪ Any delivery must be accompanied with a warm greeting and sincere closing

▪ Delivery to a guest room must take no longer than 20 minutes

o Friendly and responsive telephone skills are required, including:

▪ Proper greeting with a 'smile in your voice'. Refer to PBX Operations standard for internal
and external call scripting
▪ Use guest name when known
▪ Articulate words for easy understanding
▪ Speak in an efficient and unhurried manner
▪ Uncover guest needs and offer assistance
▪ Repeat guest request to ensure correct / clear understanding
▪ Never repeat guest name and room number audibly in front of other guests
▪ When required, always ask a caller if they can be placed on hold and wait for a response
▪ Conclude all calls with a pleasant phrase, such as I will be happy to connect you
 STANDARD OPERATING PROCEDURE

Related Resources

• Hospitality and Conduct Collection (OPS-FRO-175)

• Brand Service Programs
• Front Office Collateral, Information and Logs (OPS-FRO-305)
• Telephone: Answering Hotel Phones (OPS-FRO-297B)

• Brand Program - JW: Symphony of Service Training (OPS-FRO-266A)

Approval FOM (Signature, date): ___________________________

Approval HM (Signature, date): ___________________________

Approval GM (Signature, date): ___________________________