Communicating the No Smoking Room Policy & Handling Smoking Fines

SOP #

Date :

Revised :

Objective: To equip front desk agents with the knowledge and skills to effectively and professionally communicate the hotel's No Smoking Room policy to guests and to handle situations where a guest has smoked in a non-smoking room, including the imposition of a fine.

Part 1: Understanding the Policy & Its Importance

· Hotel Policy: Clearly state your hotel's official No Smoking Room policy.

o Example: "Our hotel is a 100% smoke-free environment. Smoking is strictly prohibited in all guest rooms, suites, hallways, and public indoor areas."

Reasons for the Policy: 

• Guest Comfort & Health: Many guests have allergies or sensitivities to smoke. We want to ensure a comfortable and healthy environment for all.

• Fire Safety: Smoking in rooms significantly increases fire risk.

• Maintenance & Cleaning Costs: Eliminating smoke odor requires extensive cleaning, air purification, and sometimes even replacement of soft furnishings, incurring significant costs.

• Brand Reputation: Maintaining a smoke-free environment contributes to our hotel's reputation as a clean, healthy, and responsible establishment.

  
  

The Fine: 

• Why a Fine? The fine is not punitive but compensatory. It covers the actual costs associated with restoring the room to a smoke-free condition (e.g., specialized cleaning, ozone treatment, potential loss of revenue due to the room being out of order).

• Amount of the Fine: Clearly state the exact fine amount.

  • Example: "A cleaning fee of IDR 1,000,000 will be charged to guests who smoke in non-smoking rooms."

• Where is this policy communicated? (e.g., website, booking confirmation, in-room signage, check-in registration card). Emphasize that guests are informed through multiple channels.

Part 2: Proactive Communication at Check-in

This is your first line of defense. A clear, polite mention at check-in can prevent issues.

When to Communicate: During the check-in process, after confirming the room type and before handing over the key card.

What to Say 1 : (Script : Direct & Concise): 

o "Just a friendly reminder, [Guest Name], our hotel is a non-smoking property. Smoking is not permitted in any of our guest rooms. We do have designated smoking areas outside the main entrance and near the pool, if you require them."

What to Say 2  (Script : Emphasizing Comfort & Health): 

o "Welcome, [Guest Name]! To ensure a comfortable and healthy environment for all our guests, we operate as a 100% smoke-free hotel. Smoking is not allowed in any of our rooms or indoor public areas. We have designated outdoor smoking areas available for your convenience."

How to Say It: 

o Tone: Polite, professional, and informative. Not accusatory.

o Body Language: Open, friendly, and confident. Make eye contact.

o Key takeaway: Make it sound like a standard piece of information, not a warning.

Part 3: Handling a Smoking Incident & Communicating the Fine

This requires professionalism, empathy (where appropriate), and firmness.

Confirmation of Incident: Before approaching the guest, ensure the smoking incident is confirmed (e.g., housekeeping report, strong smoke odor in the room, evidence of smoking).

Who Should Communicate: Ideally, the Front Desk Supervisor or Manager on Duty, or a well-trained Senior Front Desk Agent.

When to Communicate: 

• During Stay: If detected during the guest's stay, approach them discreetly and professionally.

• At Check-out: If detected after check-out, contact the guest by phone or email. (For training purposes, focus on communicating during or immediately after the stay.)

• Scenario: Communicating the Fine to a Guest (During Stay - Best Practice)

  
  

Approach:

o If possible, speak to the guest privately, away from other guests.

o Begin by stating the purpose of your conversation clearly and calmly.

What to Say 1 (Script : Direct & Factual):

o "Good morning/afternoon, [Guest Name]. My name is [Your Name], and I'm a Front Desk Agent here. We've received a report that there has been smoking in your room, [Room Number]. As per our hotel's 100% smoke-free policy, smoking is strictly prohibited in all guest rooms. This policy is in place to ensure a comfortable and healthy environment for all our guests and to maintain the quality of our rooms."

o "Due to the presence of smoke, a specialized cleaning and air purification process is required to restore the room to its smoke-free condition. Therefore, a cleaning fee of IDR 1,000,000 will be applied to your bill. This fee covers the cost of this specialized service."

o "We kindly request that you refrain from smoking in the room going forward. We have designated outdoor smoking areas available [mention locations, e.g., 'by the main entrance and near the pool'] for your convenience."

What to Say 2 (Script : Emphasizing Policy & Costs):

o "Mr./Ms. [Guest Name], I understand you're staying in room [Room Number]. We've unfortunately detected a strong odor of cigarette smoke in your room. As you may recall, our hotel has a strict No Smoking policy in all guest rooms, which is communicated during check-in and through signage in the room. This policy is in place to protect the comfort of future guests and to prevent damage to our property."

o "Due to the smoke, we will need to perform an extensive cleaning, including ozone treatment, to remove the odor completely. This is a significant cost to us, which is why a cleaning fee of IDR 2,000,000 will be charged to your account. We appreciate your understanding and ask that you please use our designated smoking areas outside the building for the remainder of your stay."

How to Say It:

• Tone: Calm, firm, and professional. Avoid being accusatory or emotional. State facts clearly.

• Body Language: Maintain eye contact, stand upright, project confidence.

• Anticipate & Respond to Reactions: 

  
  

Denial: "I understand you may not agree, but the smell is quite strong, and we have confirmed it. Our policy is clear on this."

Anger/Argument: Stay calm. "I understand your frustration, but this is a necessary charge to cover the costs of cleaning and ensuring our rooms remain smoke-free for all guests." Do not engage in a lengthy argument. Reiterate the policy and the reason for the charge.

Apology: "Thank you for your understanding. We appreciate you using our designated smoking areas moving forward."

Processing the Fine:

o Clearly explain that the charge will be added to their bill.

o If the guest asks for details, briefly explain what the fee covers (specialized cleaning, ozone treatment, potential loss of room nights).

o Do not negotiate the fine amount. It is a fixed charge.

Documentation:

o Note the incident in the guest's profile.

o Document the date, time, room number, agent involved, and any specific observations.