Front Office Staff Do's & Dont's
The Purpose of the Training:
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To ensure the most efficient behaviours in front of customers.
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To increase the attentiveness of the front desk staff.
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To generally increase staff efficiency.
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Increase Front Office and overall GSS score.
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Be self-disciplined at all times.
FRONT OFFICE DO'S
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Make eye contact, smile and greet every guest.
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Do concentrate only on the customer in front of you but, also acknowledge any waiting guests.
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Lean towards customers, stand alert, tall and visible.
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Control body language.
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Keep a positive attitude.
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Offer assistance before the guest has to ask - anticipate guest's needs.
FRONT OFFICE DON'TS
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Fail to acknowledge the customer.
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Make faces.
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Use slang.
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Say "mmmmh" all the time while conversing with the guests.
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Gather in groups to chat.
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Have personal conversations with others in front of guests.
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Put your hands in your pockets.
FRONT OFFICE NOT TOLERATED BEHAVIORS
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Chewing gum.
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Rude behavior.
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Lack of focus on the customer who is currently being served.
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Discriminating against customers.
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Forgetting to complete work or to follow up on customer requests to be sure they have been carried out.
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Inattentiveness.