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