Special-Occasion Flagging and Fulfillment Handoff
Sets how a guest-disclosed special occasion is captured, flagged across systems, and formally handed to the departments responsible for delivering the recognition.
Why This Matters
A birthday mentioned at booking and never delivered on arrival is worse than never asking—the guest remembers being asked. The flag itself accomplishes nothing; it is the handoff to housekeeping, culinary, or guest services that turns a note into a moment. This SOP exists because good intentions at booking die quietly without a receiving department.
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