SOP (Standard Operating Procedure)
Subject: Welcome Cards Writing No: FO-001
Issued by: FOM Reviewed by: Michael Häfner
Position: Resort Manager
Concerned Department: Front Office
Topic: Below are the resort standards of writing and signing welcome cards to the guests depending on their VIP level.
Welcome Cards:
- To be handwritten, using blue or black pan
- Written on the logo stamped special card, which was approved by hotel management
- A handwriting to be neat, tidy and understandable
- Every guest room has to be with welcome card upon arrival among with special amenities
- Welcome card to be placed on the small table with the fruit platter
STANDARDS - It is a direct Front Office responsobility to make sure the welcome note reaches the guest's upon
arrival
- The staff should be careful and paying attention to the guest's information
(VIP Code, The amount of visits, Guests Names)
while writing it as well making sure if its a repeat guest or not
ORDER VIP CODE AMENITY IN CHARGE
VIP 1 -
General Welcome letter + Welcome Card to be written by Front Office using
1
Welcome card + fruit basket in room Card Template
Card
Repeater
Welcome letter + Welcome Card to be written by Front Office using
2 Guest
card + fruit basket in room Card Template
(2nd time)
Welcome letter + Welcome
card + 30 mins spa voucher for Card to be written by Resort Manager
2 pax and given to FO before 10am.
Repeater
3 Guest
Small bottle of sparkling wine/ In case of his absence or last minute
(3rd time)
Ice bucket/ 2 sparkling wine booking to be written by Front Office
glasses(IF ONE PERSON - using the Card Template
ONE GLASS)
Card to be written by Resort Manager
and given to FO before 10am.
Welcome letter + Welcome
4 VIP 2 card + 30 mins spa voucher for
In case of his absence or last minute
2 pax
booking to be written by Front Office
using the Card Template
Welcome letter + Welcome
card + 30 mins spa voucher for
2 pax
Card to be written by Resort Manager
and given to FO before 10am.
Set Up for Honeymoon Guest:
5 Honeymoon Small bottle of sparkling wine/
In case of his absence or last minute
Ice bucket/ 2 sparkling wine
booking to be written by Front Office
glasses/ flowers on bed with
using the Card Template
towels folded into bird shape/All
curtains in room closed with a
dimmed lights in room.
Welcome letter + Welcome
card + 30 mins spa voucher for
Card to be written by Resort Manager
2 pax
and given to FO before 10am.
Wedding
6 Guests Set Up for Honeymoon Guest:
In case of his absence or last minute
Small bottle of sparkling wine/
booking to be written by Front Office
Ice bucket/ 2 sparkling wine
using the Card Template
glasses/ red rose flowers on
bed & bathtub
Welcome letter + Happy
Card to be written by Resort Manager
Birthday’s card + Birthday’s gift
and given to FO before 10am.
Birthday
7 Complimentary Birthday
Guest In case of his absence or last minute
Surprise for Birthday Guest:
booking to be written by Front Office
Birthday plate in Sandals/
using the Card Template
Mojito’s or La Baia
• All VIP’s 3 in general
(Welcome letter + Welcome
card + 45 mins spa voucher for
2 pax + Small bottle of
VIP 3 -
sparkling wine/ Ice bucket/ 2
Owners &
sparkling wine glasses(ONE Card to be written by Resort Manager
General
GLASS IF ONE PERSON)) and given to FO before 10am.
Managers
8 /Travel
• GM from 5 star rating In case of his absence or last minute
Agents -
Resorts (Welcome letter + booking to be written by Front Office
Must be
Welcome card + 45 mins spa using the Card Template
approved by
voucher for 2 pax + Small bottle
GM/EAM
of sparkling wine/ Ice bucket/ 2
sparkling wine glasses (ONE
GLASS IF ONE PERSON))
glasses)
ng Procedure)
Number of pages: 3
Reviewed Date: 01.04.2022
depending on their VIP level.
e or black pan
special card, which was approved by hotel management
y and understandable
with welcome card upon arrival among with special amenities
on the small table with the fruit platter
ponsobility to make sure the welcome note reaches the guest's upon
nd paying attention to the guest's information
visits, Guests Names)
well making sure if its a repeat guest or not
CARD TEMPLATE
Dear Mr. OR Mrs. OR Ms. (Guest’s surname) and Ms.
(Guest’s Surname)Family/Partner(If Applicable and we
don’t know the partner’s name)
Examples: Dear Mr. Smith, / Dear Mr. and Mrs. Smith, / Dear
Mr. Smith and Ms. Green, / Dear Mr. Smith and partner, /
Dear Mr. Smith and Family
Warm welcome to Mia Nha Trang Resort.
We wish you a pleasant and relaxing stay at this
beautiful region of Vietnam.
Please don’t hesitate to contact us at any time should
you require assistance.
Best regards,
The Mia Team
Dear Mr. OR Mrs. OR Ms. (Guest’s surname) and Ms.
(Guest’s Surname)/Family/Partner(If Applicable and we don’t
know the partner’s name)
Examples: Dear Mr. Smith, / Dear Mr. and Mrs. Smith, / Dear
Mr. Smith and Ms. Green, / Dear Mr. Smith and partner, /
Dear Mr. Smith and Family
Welcome back to Mia Nha Trang Resort and warm
greetings from the whole team.
We are honored to have you with us once again and
wish you pleasant stay.
Please don’t hesitate to contact us at any time should
you require assistance.
Best regards,
The Mia Team
Dear Mr. OR Mrs. OR Ms. (Guest’s surname) and Ms.
(Guest’s Surname)Family/Partner(If Applicable and we don’t
know the partner’s name)
Examples: Dear Mr. Smith, / Dear Mr. and Mrs. Smith, / Dear
Mr. Smith and Ms. Green, / Dear Mr. Smith and partner, /
Dear Mr. Smith and Family
Welcome back to your home away from home and warm
greetings from the whole Mia team.
Please let us know if there is anything we can do to
make your stay more memorable.
Best regards,
The Mia Team
Dear Mr. OR Mrs. OR Ms. (Guest’s surname) and Ms.
(Guest’s Surname)Family/Partner(If Applicable and we
don’t know the partner’s name)
Examples: Dear Mr. Smith, / Dear Mr. and Mrs. Smith, / Dear
Mr. Smith and Ms. Green, / Dear Mr. Smith and partner, /
Dear Mr. Smith and Family
Warm welcome to Mia Nha Trang Resort.
We are honored to have you with us and wish you a very
relaxing and pleasant stay.
Please don’t hesitate to contact us at any time should
you require assistance.
Best regards,
The Mia Team
Dear Mr. and Mrs. (with Guest’s surname);
Example: Dear Mr. and Mrs. Smith, / Dear Mr. Smith and
Mrs. Green,
Welcome to Mia Resort, warm greetings and on behalf of
the whole team congratulations on your wedding.
We are honored to have you with us on this very special
occasion and wish you a memorable stay.
Please don’t hesitate to contact us at any time should
you require assistance.
Best regards,
The Mia Team
Dear Mr. and Mrs. (with Guest’s surname);
Example: Dear Mr. and Mrs. Smith, / Dear Mr. Smith and
Mrs. Green,
Welcome to Mia Resort, warm greetings and on behalf of
the whole Mia team congratulations on your upcoming
wedding.
We are honored to have you with us on this very special
occasion and wish you a very relaxing and memorable
stay.
Please don’t hesitate to contact us at any time should
you require assistance.
Best regards,
The Mia Team
Dear Mr./Ms./Mrs (with Guest’s surname)
Example: Dear Ms. Smith,
Welcome to Mia Nha Trang Resort, warm greetings and a
very Happy Birthday on behalf of the whole Mia team.
We are honored to have you with us on this very special
occasion and wish you a very memorable stay.
Please don’t hesitate to contact us at any time should
you require assistance.
Best regards,
The Mia Team
Dear Mr. OR Mrs. OR Ms. (Guest’s surname) and Ms.
(Guest’s Surname)Family/Partner(If Applicable and we
don’t know the partner’s name)
Examples: Dear Mr. Smith, / Dear Mr. and Mrs. Smith, / Dear
Mr. Smith and Ms. Green, / Dear Mr. Smith and partner, /
Dear Mr. Smith and Family
Warm welcome to Mia Nha Trang Resort.
We wish you a pleasant and relaxing stay at this beatiful
region of Vietnam.
Please don’t hesitate to contact us at any time should
you require assistance.
Best regards,
The Mia Team
