Effective Strategies for Collecting Guest Feedback in Hotels for Front Office, Restaurant and Housekeeping Staff

Hotel Staff – How to Take Reviews From Guests? SOPs for Front Office, Restaurant & Housekeeping Staff

Guest reviews are one of the strongest pillars of a hotel’s reputation. Whether it’s online ratings, feedback forms, or verbal comments, every review helps the hotel improve its services and attract more guests. To ensure consistent and professional collection of feedback, each department must follow specific SOPs.

Below is a complete guide on how Front Office, Restaurant, and Housekeeping staff should take reviews from guests, along with standard operating procedures (SOPs).

Why Guest Reviews Are Important?

• Improve hotel services

• Increase online reputation & ratings

• Build guest trust and loyalty

• Identify problem areas

• Boost occupancy and revenue

1. Front Office Staff – SOP for Taking Guest Reviews

Front office staff interact with guests during check-in, stay, and check-out, making them the best touchpoint for collecting reviews.

When to Ask for Review

✔ During check-out

✔ When a guest praises the hotel service

✔ While assisting a guest with any request

✔ In-person or via message (WhatsApp/SMS)

How to Ask

“Sir/Madam, we hope you had a comfortable stay with us. Your feedback means a lot to us. Could you please spare a minute to share a review on Google/TripAdvisor? It helps us improve and serve you better.”

Front Office SOPs

• Keep a QR code standee at the reception for easy review access.

• Always ask politely with a smile.

• Never force or pressure the guest.

• Assist the guest if they need help scanning the QR.

• Thank the guest sincerely after they submit the review.

• Record the review in the daily feedback log.

2. Restaurant Staff – SOP for Taking Guest Reviews

Restaurant staff have direct interaction during meals, giving them an opportunity to take real-time feedback.

When to Ask for Review

✔ After serving food

✔ During bill settlement

✔ If the guest compliments the food or service

How to Ask (Script)

“Sir/Madam, we’re glad you enjoyed your meal. It would mean a lot if you could share a quick review about your dining experience. Here is our review QR code.”

Restaurant SOPs

• Keep review QR codes on tables.

• Ensure tables and service are perfect before asking for reviews.

• Ask politely after the guest finished eating, not during their meal.

• Do not push if the guest seems in a hurry.

• Maintain a feedback register for dine-in comments.

3. Housekeeping Staff – SOP for Taking Guest Reviews

Housekeeping staff rarely ask directly, but they collect feedback through the service experience.

When to Collect Feedback

✔ After room cleaning

✔ During turndown service

✔ When interacting with the guest for amenities

How to Ask (Simple Script)

“Sir/Madam, I hope the room is cleaned as per your preference. If you are happy with our services, kindly share your feedback with the front office or QR code placed in the room.”

Housekeeping SOPs

• Keep review tent cards inside rooms.

• Ensure room sanitation and amenities are up to standard before asking.

• Never disturb the guest during rest hours.

• Report guest remarks (positive/negative) to the supervisor immediately.

Best Practices for All Hotel Staff

• Be polite, humble, and friendly.

• Always maintain eye contact and smile.

• Use simple language.

• Never argue with the guest, even if feedback is negative.

• Thank the guest for both positive and negative feedback.

• Share negative feedback immediately with management.

Review Platforms Hotels Should Use

• Google Reviews

• TripAdvisor

• Booking.com

• MakeMyTrip

• Agoda

• In-house feedback form / WhatsApp link