Etiquettes and Manners for Hotel Staff / Front Office Staff

Working in the hospitality industry requires a high level of professionalism and providing excellent customer service. As a hotel staff member, it is important to not only be knowledgeable about the hotel’s amenities and services, but also to be well-versed in etiquette and manners. Here are some tips for hotel staff to ensure a positive guest experience:

• Greet guests with a smile and a warm welcome. This sets the tone for their stay and makes them feel valued and appreciated.
• Maintain a professional appearance at all times. This includes wearing a clean and pressed uniform, keeping hair and nails well-groomed, and avoiding excessive jewelry or makeup.
• Use proper language and tone when speaking to guests. Avoid using slang or overly casual language, and always speak respectfully and politely.
• Anticipate guests’ needs and be proactive in providing assistance. This includes offering directions, recommendations for local attractions, and making restaurant reservations.
• Practice good communication skills, including active listening and clear and concise speaking. This ensures that guests’ requests are understood and met in a timely manner.

By following these etiquette and manners tips, hotel staff can create a positive and memorable experience for guests, leading to repeat business and positive reviews.

1. Always greet guests and colleagues with a smile and maintain a friendly and pleasant expression.
2.  Stand upright, do not fold your arms in front of the guest.
3.  Keep your hands out of your pockets.
4.  Do not lean on the counter at any time especially when dealing with the guest.
5.  Do not play with your hair and jewelry when you are in the front of the house area.
6.  Ensure a positive body language at all times.
7.  Always be tactful and courteous, and never argue with guests.
8.  Be humorous and even-tempered, and do not become over-friendly with guests.
9.  Always be attentive when speaking to guests and look at a guest when addressing him/ her.
10.  Always look and act professionally, and understand that other guests are watching your behavior.
11.  Always appear confident and be positive.
12.  Always listen carefully to the guest when talking to him/ her.
13.  Try to use the guest’s name at least twice once known.
14.  Try to ask the right questions to identify the needs of the guests.
15.  Talk clearly and maintain a good tone of voice at all times.
16.  Do not criticize one guest for another.
17.  Do not refer to guest as “He/She to They“ in their presence.
18.  Never weary the guest with your troubles.
19.  Never discuss religion or politics with guests.
20.  Be specific in your explanations, In case of any doubt then consult your colleagues and promptly get back to the guest.
21.  Always give the guest a warm and friendly welcome, “Good morning Mr. BondBond is a form of financing by a company. A bond is a debt or long-term liability to be repaid with ..., how may I help you today”.
22.  Make the guest feel comfortable and safe.
23.  Refer to the guest twice by the correct title and name once known.
24.  Identify the guest’s needs and try to provide anticipatory service.
25.  Always observe what is happening around you and be ready to assist the guest when needed.
26.  Show guests a sympathetic interest.
27.  Take your time for the guests and do not rush with them.
28.  Always recommend in-house hotel services to the guest and provide a brochure or additional details if required.
29.  Appear neat but never severe or harsh or strict to the guests.
30.  Always try to maintain eye contact with the guests.
31.  Should have good product knowledge and keep updating about new products and services offered.
32.  Know the different facilities and services available in the hotel and be ready to describe the details to the guest when asked.
33.  Know who is who in the hotel organization.
34.  Know about VIPVery Important Person, VVIP, and repeat guests.
35.  Have a clear understanding of the layout of the hotel.
36.  Should know the location, timings, promotions, and theme nights of the outlets.
37.  Know which function is taking place and where.
38.  Have a good knowledge of the place and surroundings where the hotel is situated, eg: nearby places of interest, distance to the airport, etc.
39.  Be aware of any special promotions or food festivals going on in the hotel.
40.  The front desk team should possess a thorough knowledge of all different room types and their rack rates. 
41.  Food and beverage staff should have a good knowledge of the menu.

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