Sales and Marketing SOP, SOP Sales Hotels, Marketing SOP Hotels | Resorts, SOP - Response to Customers

SOP Sales - Response to customers

SOP Number: S&M – 01

Department: Sales and Marketing – General

Date Issued: 13-May-2017

Time to Train: 30 Minutes

Response to Guests Query Standard procedure:

  • Sales team should be customer driven and provide a timely response to any customer’s request.

  • All guest inquiries should be answered within the same day of receipt. 

  • If the requested information is not available within this time, the inquiry will be acknowledged giving date when full information will be sent back to the customer.

  • Obtain as much information from the customer as possible and complete a lead/inquiry form.

  • Client is to be advised of the next step and trace date will be established and followed up timely.

  • Should further details/information be requested before a quote can be completed, client should be contacted the same day.

  • For banquet queries if requested dates not available, alternatives will be offered with flexibility being shown.

  • Quote will be given according to client’s directions, i.e. per person, number of nights, special rates, net, all inclusive, packages, additional request, AV equipment etc.

  • Hidden costs should be avoided by pointing out any potential additional charges taxes, service charges etc.

  • Guests / Customers should be advised about the status of the booking eg: tentative, definite, proposal, waitlisted etc.

  • Actively manage all banquet bookings, room bookings, Out Door Catering and record any denials or turnaways?

  • Encouraging repeat business through excellent inquiry handling, follow-up and correspondence.

  • Build strong relationships with customers to fully understand their needs.

  • Each month review the next 6 months availability to highlight high or low demand dates for optimum response time.

  • All inquiries are recorded accurately in the sales and marketing software (Opera S&M, Delphi, Protel Banquet, MICE software etc.).

Training Summary questions:

Q1. How to handle guest enquiry in sales?

Q2. What all need to be part of the customer 'quote' or 'proposal'?

Q3. In case the requested dates are not available then what should be done?

Q4. Where should all guest enquiry be recorded?

Q5. Why it is important to track all denials and turnaways?


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