Front Office Staff Do's & Dont's 

The Purpose of the Training:

• To ensure the most efficient behaviours in front of customers.

• To increase the attentiveness of the front desk staff.

• To generally increase staff efficiency.

• Increase Front Office and overall GSS score.

• Be self-disciplined at all times.

FRONT OFFICE DO'S

• Make eye contact, smile and greet every guest.

• Do concentrate only on the customer in front of you but, also acknowledge any waiting guests.

• Lean towards customers, stand alert, tall and visible.

• Control body language.

• Keep a positive attitude.

• Offer assistance before the guest has to ask - anticipate guest's needs.

FRONT OFFICE DON'TS

• Fail to acknowledge the customer.

• Make faces.

• Use slang.

• Say "mmmmh" all the time while conversing with the guests.

• Gather in groups to chat.

• Have personal conversations with others in front of guests.

• Put your hands in your pockets.

FRONT OFFICE NOT TOLERATED BEHAVIORS

• Chewing gum.

• Rude behavior.

• Lack of focus on the customer who is currently being served.

• Discriminating against customers.

• Failing to follow check-in and check-out list.

• Forgetting to complete work or to follow up on customer requests to be sure they have been carried out.

• Inattentiveness.