Minimum Standards for Check-in and Check-out
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.
Minimum Standards for Check-in
- Appropriate greeting
- Confirm/use guest name
- Confirm room rate and check-out date.
- If required, get your passport number and address.
- Get signature on reg-card.
- Hand out key pack – Important: Never stateroom number aloud.
- Offer any other assistance or information, i.e., a map of the city, restaurant recommendations, etc.
- Offer assistance with luggage.
- Give directions to the elevator.
- Wish you a pleasant stay.
- Important: Smile during the entire conversation and use the guest’s name as often as possible.
Minimum Standards for Check-out
- Confirm the room number with the guest’s name.
- Ask for any late charges, i.e., minibar, breakfast, etc.
- Present statement.
- Confirm the method of payment.
- Print the final invoice.
- Ask if the stay was satisfactory.
- Hand out the GSS form – inform the guest that the envelope is stamped, if applicable.
- Offer assistance with future reservations.
- Offer luggage assistance.
- Return key.
- Farewell and thank you.
- Important: Use waiting times for small talk with the guest. Do not stare at the computer. Do not forget to say “Thank you” and “You are welcome”.