Etiquettes and Manners for Hotel Staff / Front Office Staff
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Always greet guest and colleagues with a smile and maintain a friendly and pleasant expression.
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Stand upright, do not fold your arms in front of the guest.
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Keep your hands out of your pockets.
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Do not lean on the counter at any time and especially when dealing with the guest.
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Do not play with your hair and jewellery when you are at the front of the house area.
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Ensure a positive body language at all times.
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Always be tactful and courteous, never argue with guests.
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Be humoured and even-tempered, do not become over friendly with guests.
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Always be attentive when speaking to guest and look at a guest when addressing him/ her.
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Always look and act professionally, do understand that there are other guests watching your behaviour.
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Always appear confident and be positive.
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Always listen carefully to the guest when talking to him/ her.
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Try to use the guest’s name at least twice once known.
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Try to ask the right questions to identify the needs of the guests.
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Talk clearly and maintain a good tone of voice at all times.
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Do not criticize one guest to another.
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Do not refer guest as “He/She to They“ in their presence.
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Never weary the guest with your troubles.
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Never discuss religion or politics with guests.
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Be specific in your explanations, in-case of any doubt then consult your colleagues and promptly get back to the guest.
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Always give the guest a warm and friendly welcome, “Good morning Mr Bond, how may I help you today”.
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Make the guest feel comfortable and safe.
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Refer to the guest twice by the correct title and name once known.
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Identify the guest’s needs and try to provide anticipatory service.
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Always observe what is happening around you and be ready to assist the guest when needed.
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Show guests a sympathetic interest.
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Take your time for the guest and do not rush with them.
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Always recommend in-house hotels services to the guest and provide with a brochure or additional details if required.
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Appear neat and tidy but never severe or harsh or strict to the guests.
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Always try to maintain eye contact with the guests.
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Should have a good product knowledge and keep updating about new products and services offered.
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Know the different facilities and services available in the hotel and be ready to describe the details to the guest when asked.
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Know who is who in the hotel organization.
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Know about VIP, VVIP and repeating guests.
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Have a clear understanding of the layout of the hotel.
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Should know the location, timings, promotions and theme nights of the outlets.
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Know which function is taking place and where.
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Have a good knowledge of the place and surroundings where the hotel is situated, eg: nearby places of interest, distance to the airport etc.
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Be aware of any special promotions or food festivals going on in the hotel.
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Front desk team should possess a thorough knowledge of all different rooms types and their rack rates.
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Food and beverage staff should have a good knowledge of the menu.