Reception & Guest Relations Guide

Author: Ishi
Audience: Welcome Center

Abstract: This document details good practices to work with guess arriving to Samma Kaurna with accommodation only. It is meant to help you with good practices to make your job and the staying of our guests more enjoyable

1. Welcoming Guests

• Warm Greeting: Smile, eye contact, and use the guest’s name if known.
• Welcome Drink & Wet Towel: Always offer a refreshing drink upon arrival.
• During hot hours of the day, also provide a cool wet towel to freshen up.
• First Impressions Matter: Keep the reception clean, tidy, and calm.
• Escort Service: Walk guests to their room, assist with luggage, and explain how to use key card, lights, and air conditioning.

2. Handling Bookings

• Double-Check Quietly: If you cannot find a booking, do not inform the guest right away.
• First: Check the PMS/Booking.com/Smoobu carefully.
• Verify spelling of the guest’s name and booking reference.
• Cross-check email confirmations and payment logs.

Only Inform After Checking: If, after careful searching, no booking exists, then politely explain the situation and propose solutions (upgrade, alternative room, or rebooking).

Never Blame the Guest: Even if the issue is on their side, phrase it neutrally and focus on solutions.

3. Room Changes

• Guest-Initiated Changes: Always say yes if possible. If the requested room is available, arrange the move promptly.
• Escort the guest, and let them pack/move their belongings themselves unless they request help.

4. Hotel-Initiated Changes:

• Only propose changes when absolutely necessary.
• Always offer an upgrade or clear compensation—never a downgrade.
• Explain calmly: “We want to make your stay more comfortable, so we’re offering you…” rather than “Your room isn’t available.”

5. Handling Complaints

• Listen First: Allow the guest to fully express their concern without interruption.
• Acknowledge & Empathize: Use phrases like: “I understand how frustrating that must feel.”
• Resolve Quickly: If the issue is simple (e.g., broken light, towel replacement), fix it immediately.
• Escalate if Needed: If the problem is bigger (billing errors, serious dissatisfaction), assure the guest you will involve the manager and update them as soon as possible.
• Follow Up: After resolution, check back with the guest to confirm they are satisfied.

6. When to Forward to a Manager

Forward issues immediately if:

• The guest is visibly upset or angry.
• The issue involves money (billing disputes, refunds).
• The guest requests to speak with a manager.
• The solution requires authority beyond reception (room upgrades, policy exceptions).

7. Communication Golden Rules

• Be Proactive: Always call guests if they are late for check-in or if there’s missing information.
• Never Leave a Problem Unaddressed: Every concern deserves an answer, even if it’s “I’ll check with my manager and update you shortly.”
• Keep Calm & Positive: Even when problems arise, speak with reassurance and confidence.
• Always Close the Loop: Make sure no issue is left hanging—circle back to confirm it’s resolved.

8. Special Touches

• Complimentary Perks: Offer a free yoga class or activity for guests who booked via external platforms (Booking.com, Agoda, etc.) to make them feel part of the community.
• Feedback at Check-Out: Ask warmly about their staying and to complete the check-out form. If positive, encourage them to leave a review. If negative, thank them for their honesty and assure them of improvements.
• Guest Privacy: Never move belongings without permission. Always ask first.