Five-Star Guest Service: A Tour Guide’s Standard Operating Procedure
Purpose Five-star guest service means making every person feel welcomed, valued, comfortable, and cared for throughout the entire tour. Guests may forget a date or the name of a dish, but they will remember how the experience made them feel. A five-star guide combines preparation, warmth, local knowledge, attentive service, and professional problem-solving to create…
Handling Delayed Service Professionally
Purpose This SOP explains how guides should respond when a tasting is not ready at the expected time. Delays should be handled calmly, discreetly, and without embarrassing the restaurant or creating unnecessary concern among guests. Confirm the Delay Privately Speak with the restaurant contact away from the group. Ask: How long the delay is expected…