Hotel Front Office Staff Rules and Regulations
The front office staff plays a crucial role in setting the tone for a business. They are often the first point of contact for customers and clients, and their demeanour and behaviour can greatly impact the overall experience. To ensure that the front office staff is representing the business in the best possible way, it is important to establish clear rules and regulations.
Some key rules for front office staff may include greeting every customer with a smile and a positive attitude, answering the phone in a professional manner, and dressing appropriately for the workplace. It is also important for front office staff to maintain confidentiality and handle sensitive information with care.
In addition to these general rules, it may be necessary to establish specific guidelines for certain situations. For example, if a customer is unhappy with a product or service, the front office staff should be trained on how to handle the situation and provide appropriate solutions.
Rules and Regulations For The Hotel Front Office Staff
- Arrive on time, inspired and motivated.
- Dress up properly and maintain high grooming standards.
- Smile naturally on stage and backstage.
- Be proactive and motivate each other.
- There is no mine, everything is ours.
- Even if smoking is not good for you, you are only allowed to smoke in the designated staff area. (As per hotel policy)
- After smoking, please consider our guests and colleagues, wash your hands & take a mouthwash or mint.
- Breaks are important but don’t take extensive ones.
- Never Ever leave your Desk unattended.
- Always communicate your position with your teammates.
- Keep your eyes open, observe, and check our environment permanently.
- Report any irregularity.
- It’s your responsibility to keep our hotel clean, maintained, and stylish.
- Every guest is a VIP.
- Never say I don’t know or/and it’s not my job, always offer an alternative.
- Chewing doesn’t look good on you.
- Don’t lean on the wall, the wall can stand by itself.
- Keep your mobile on silent mode and do not speak on mobile in the guest areas.
- Don’t hide your mistake, Instead learn from it.
- Do not disclose guest details: like profiles, C.C No. and current guest balance outside the hotel.
- Dispose (by shredding) any outdated internal or guest documents after a specific period.
- Mask guest Credit Card no. when implying on emails.
- Never say out the guest room number, instead point out the room number displayed on the key card or indicate which floor they will be allocated on.
- Always confirm guest details discreetly before renewing the lost guest key.
- Be cautious with money.
Overall, by setting clear rules and regulations for front office staff, businesses can ensure that their customers are receiving the best possible experience and that the business is being represented in a professional and positive manner.