The audit reveals significant gaps between established SOP standards and actual hostess performance. While basic structural elements of guest interaction are occasionally present, the quality of communication, professionalism, and adherence to brand standards is critically deficient. Multiple instances of blacklisted language, internal staff discussions audible to guests, and procedural errors pose immediate risks to guest experience, brand reputation, and revenue. The hostess team demonstrates fundamental misunderstanding of premium hospitality communication standards, requiring immediate corrective action and comprehensive retraining.
Detailed comparison between SOP requirements and observed behaviors with direct transcript evidence. Compliance status assessed as Compliant (fully meets SOP), Partially Compliant (partially meets SOP), or Non-Compliant (fails to meet SOP).
| SOP Category | SOP Expected Behavior | Actual Observed Behavior | Transcript Evidence | Blacklisted Words | Compliance Status |
|---|---|---|---|---|---|
| Greeting & Call Opening | Open calls with warm greeting, introduce yourself, welcome to Just BLR | Inconsistent greeting; sometimes starts with informal or testing phrases | "hello sir. how may i help you?" | how may i help you (casual language) | Non-Compliant |
| Professional Language | Always use polite, professional hospitality language; no slang or casual speech | Frequent use of informal, unprofessional language and internal terms | "Do you feel Weird. Hi. Know where we can give it." | Weird (unprofessional descriptor), incomplete sentences | Non-Compliant |
| Reservation Handling | Confirm all details by repeating, ask about special occasions | Incomplete reservation process; missing key information gathering | "The 22 reservation name was I think it's one We're done." | I think (uncertain language), incomplete process | Partially Compliant |
| Internal vs Guest Communication | No internal staff discussions audible to guests; use walkies for internal comms | Extensive internal discussions audible during guest interactions | "है अंदर से? अभी सब आ जा रहे हैं तो सब dark वन रहा है." (Hindi internal discussion) | Internal Hindi discussion audible to guests | Non-Compliant |
| Upselling & Promotion | Promote specials, events, and 999/- coupon appropriately | Some attempt at promotion but inconsistent and unclear | "Sir, it's 3,000 above purchase. You will get the smoky shooter." | smoky shooter unclear offer | Partially Compliant |
| Guest Check-in Procedure | Verify age 21+, check for bans, apply correct stamp/seal | Incorrect terminology and procedural confusion | "Without the stamp, you can't go inside, sir. So you need a stamp from the ground there." | sground there procedural error | Non-Compliant |
| Guest Query Handling | Answer precisely and correctly; if unsure, politely ask superior | Unclear responses, confusion fillers, incorrect information | "Check. Check. Yeah. This one for selling they want to sell the the device also because we are making this one." | Check. Check. (confusion filler), selling device (irrelevant internal discussion) | Non-Compliant |
| Farewell & Closing | Thank guest, invite to return, use proper closing phrases | Some attempts at thank you but inconsistent and informal | "Thank you, sir. It's nice. See you again next time." | Minimal issues in this instance | Partially Compliant |
| Dress Code Enforcement | Politely redirect guests with chappals/lungis to 1st floor | No direct evidence in transcript of this SOP being applied | No direct evidence found in provided transcripts | No blacklisted words detected | Partially Compliant |
| Priority Seating | Give priority to elderly, families with children, pregnant women | No direct evidence in transcript of this SOP being applied | No direct evidence found in provided transcripts | No blacklisted words detected | Partially Compliant |
Words and phrases that violate premium hospitality communication standards. These terms damage guest experience, reduce perceived brand value, and indicate inadequate training. All instances are highlighted in red in transcript evidence.
| Blacklisted Word/Phrase | Example from Transcript | Why It's Harmful | Frequency |
|---|---|---|---|
| Check, Check check, Testing | "Check one two Omi testing." | Technical testing language audible to guests creates unprofessional first impression | High |
| Weird | "Do you feel Weird." | Negative descriptor; inappropriate for guest interactions | Medium |
| I think | "I think it's one We're done." | Shows uncertainty; guests expect definitive answers from staff | High |
| Internal Hindi/Staff Discussions | "है अंदर से? अभी सब आ जा रहे हैं..." | Excludes guests, appears unprofessional, violates "English only with guests" policy | Very High |
| Lying | "You are people are lying." | Accusatory language; completely unacceptable in hospitality | Low |
| Selling device (internal talk) | "This one for selling they want to sell the device" | Internal business discussions audible to guests; irrelevant to guest experience | Medium |
| Okay okay (repeated) | Multiple instances in transcripts | Shows lack of active listening; filler language appears uninterested | High |
| Boring | "That's why our generation also so boring." | Negative descriptor; inappropriate for any guest-facing conversation | Low |
Unprofessional interactions damage premium positioning
Poor upselling and guest retention
Estimated from transcript quality
Significant improvement possible with intervention
| KPI | Target | Measurement Method | Owner |
|---|---|---|---|
| SOP Compliance Score | ≥90% | Weekly audit of 10 random interactions | Hospitality Manager |
| Blacklisted Word Frequency | 0 per shift | Call recording analysis | Quality Supervisor |
| Reservation Accuracy | 100% | Weekly check of ReservedO data vs actual guests | Hostess Manager |
| Guest Experience Score | ≥4.5/5 | Post-visit surveys (digital) | Marketing Manager |
| Upsell Success Rate | ≥30% | POS data analysis | Operations Head |