Front Office Do's and Dont's and Not Tolerated

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.