Front Office Do’s and Dont’s

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Front Office Staff Do’s & Dont’s 

When it comes to working at the front office of a business, there are many important do’s and don’ts to keep in mind. First and foremost, it is crucial to always greet customers with a warm and welcoming smile. This sets the tone for the entire interaction and helps to establish a positive relationship.

Another important “do” is to listen carefully to the customer’s needs and concerns. This shows that you value their business and are committed to providing excellent service. It also helps to ensure that you are able to address their needs and resolve any issues they may have.

On the flip side, there are also some important “don’ts” to keep in mind. One of the biggest mistakes that front office staff can make is to be dismissive or rude to customers. This can quickly turn a positive experience into a negative one and can even result in lost business.

Another important “don’t” is to avoid making assumptions about customers based on their appearance or behavior. It is important to treat everyone with respect and to avoid making snap judgments.

Overall, working in the front office requires a combination of excellent customer service skills, a positive attitude, and a commitment to professionalism and respect. By following these do’s and don’ts, front office staff can help to ensure that every customer interaction is a positive one.

The Purpose of the Training:

  • To ensure the most efficient behaviors in front of customers.
  •  To increase the attentiveness of the front desk staff.
  •  To generally increase staff efficiency.
  •  Increase Front Office and overall GSS score.
  •  Be self-disciplined at all times.

FRONT OFFICE DO’S

  • Make eye contact, smile, and greet every guest.
  •  Do concentrate only on the customer in front of you but, also acknowledge any waiting guests.
  •  Lean towards customers, stand alert, tall, and visible.
  •  Control body language.
  •  Keep a positive attitude.
  •  Offer assistance before the guest has to ask – anticipate the guest’s needs.

FRONT OFFICE DON’TS

  • Fail to acknowledge the customer.
  •  Make faces.
  •  Use slang.
  •  Say “mmmmh” all the time while conversing with the guests.
  •  Gather in groups to chat.
  •  Have personal conversations with others in front of guests.
  •  Put your hands in your pockets.

FRONT OFFICE NOT TOLERATED BEHAVIORS

  • Chewing gum.
  •  Rude behavior.
  •  Lack of focus on the customer who is currently being served.
  •  Discriminating against customers.
  •  Failing to follow check-in and check-out lists.
  •  Forgetting to complete work or to follow up on customer requests to be sure they have been carried out.
  •  Inattentiveness.

Front Office Do’s:

  1. Welcome Guests Warmly:
    • Greet guests with a warm and friendly demeanor as they enter the establishment.
  2. Professional Appearance:
    • Maintain a neat and professional appearance, including wearing a uniform if required.
  3. Effective Communication:
    • Communicate clearly and professionally with guests and colleagues.
  4. Be Courteous and Polite:
    • Always be polite, courteous, and patient, even in challenging situations.
  5. Attentiveness:
    • Be attentive to guests’ needs and anticipate any potential issues.
  6. Smile and Make Eye Contact:
    • Smile genuinely and make eye contact to create a positive and welcoming atmosphere.
  7. Knowledge of Services:
    • Be well-informed about the services, facilities, and local attractions offered by the establishment.
  8. Efficient Check-In and Check-Out:
    • Streamline the check-in and check-out process to make it quick and efficient for guests.
  9. Handle Complaints Professionally:
    • Address guest complaints with a calm and professional demeanor, seeking resolution promptly.
  10. Maintain Confidentiality:
    • Respect and maintain guest confidentiality regarding personal information and requests.
  11. Provide Information:
    • Offer information on nearby attractions, dining options, and transportation when requested.
  12. Up-to-Date Information:
    • Keep information about room availability, rates, and promotions up to date.

Front Office Don’t’s:

  1. Avoid Rudeness:
    • Avoid being rude or dismissive to guests, regardless of the situation.
  2. Personal Phone Use:
    • Refrain from using personal phones excessively or inappropriately during working hours.
  3. Ignoring Guests:
    • Never ignore guests or leave them unattended for extended periods.
  4. Inattentiveness:
    • Avoid appearing disinterested or inattentive when interacting with guests.
  5. Negative Body Language:
    • Steer clear of negative body language such as eye rolling or sighing.
  6. Overpromising and Underdelivering:
    • Do not make promises that cannot be fulfilled; instead, manage expectations realistically.
  7. Discussing Personal Matters:
    • Avoid discussing personal matters or issues with guests.
  8. Lack of Knowledge:
    • Do not provide inaccurate information about services or local attractions.
  9. Arguing with Guests:
    • Never argue with guests; instead, seek resolution through calm and professional communication.
  10. Neglecting Training:
    • Neglect ongoing training in hospitality and customer service skills.
  11. Ignoring Guest Preferences:
    • Do not ignore or overlook guest preferences; strive to accommodate requests when possible.
  12. Violating Privacy:
    • Respect guest privacy and do not disclose room numbers or personal information without proper authorization.

These do’s and don’ts are essential guidelines for front office staff to provide exceptional service and maintain a positive and welcoming environment for guests.


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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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