SOP – Front Office – Do’s and Don’ts

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Do’s and Don’ts in Front Office

  1. Establish Eye contact while speaking to guests.
  2. Greet everybody you meet and see, with a smile.
  3. Address guests and teammates by name at all possible opportunities.
  4. When guests ask for directions always guide the way.
  5. Never tell a guest that you are tired, working long hours, or want to go home.
  6. Maintain your work area -keep it clean.
  7. Pick up any debris.
  8. Do a follow-up on anything you do for a guest by contacting them personally.
  9. Listen to guest complaints/requests carefully if required pen down the details but never contradict or interrupt.
  10. Never discriminate against any people, regardless of nationality, race, religion, colour, sex, or appearance, Give equal treatment to all.
  11. Do NOT insult the guest.
  12. Do NOT make promises that exceed your authority.
  13. Don’t Argue with the guest.
  14. Always stay calm.
  15. Avoid responding with hostility and defensiveness.
  16. Don’t promise the impossible, instead offer alternate choices.
  17. Do report incidents in the log book or to superiors this will help to do any service recovery if needed.

Training Summary questions:

Q1. Why it is required to address guests and teammates by name?

Q2. What will you do if you find debris in the lobby?     

Q3. What will you do when a guest complains?

Q4. Should we treat guest according to their nationality/race?

Q5. Why it is required to report incidents in the logbook?
SOP Number: Front Office SOP -03
Department: Front Office – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes

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Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

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