ENQUIRIES SOP & SERVICE STANDARDS

“Evolve Back” is a world class hospitality brand and & our communications to guests over email needs to be of the same pedigree. We receive over 300 queries every day through calls, whatsapp and email. The guest’s journey at Evolve Back begins from the time he calls/mails into the reservation line until the time he checks out of the property. All queries have to be handled with utmost care and patience in order for the guest to have a seamless booking experience.

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All enquiries responded to by EB employees need to be

• Clear, simple and understandable by the guest

• Short and to the point whilst answering every query of the guest

• Good vocabulary and language without spelling and grammatical mistakes over email

• Formats/Fonts as per EB brand standards (Avoid usage of colors) over email

Email Enquiries Etiquette and Email formats :

As mentioned above, We receive over 300 queries every day through calls, whatsapp and email. The below table specifically pertains to our SOPs with respect to queries received over email.