Basic Etiquettes and Manners for Front Desk | Concierge | Bell Desk
SOP Number: FO – 45
Department: Concierge - Etiquettes and Manners
Date Issued: 22-Jul-2018
Time to Train: 20 Minutes
Concierge & Bell Staff Etiquettes and Manners:
The concierge and bell staff should have the right attitude and product Knowledge, and also able to recognize any sales opportunities.
Staff Attitude with guest and colleagues:
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Greet guest and colleagues with a smile and maintain a friendly and pleasant expression.
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Stand upright, do not fold your arms in front of the guest.
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Keep your hands out of your pockets.
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Do not lean on the counter at any time.
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Do not play with hair and jewellery.
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Ensure a positive body language.
Concierge Staff Speech with guests and colleagues:
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Be tactful and courteous, do not argue with guests.
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Be humoured and even-tempered, do not become over friendly with guests.
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Look at a guest when addressing them.
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Look and act professionally.
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Always appear confident.
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Listen carefully to the guest when talking to the guest.
Always be positive:
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Use the guest’s name at least twice once known.
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Ask the right questions to identify needs.
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Talk clearly and maintain a good tone of voice at all times.
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Do not criticize one guest to another.
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Do not refer guest as “He/She to They“ in their presence.
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Do not weary the guest with your troubles.
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Do not discuss religion or politics with guests.
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Be specific in your explanations.
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Consult your colleagues if any doubt arises.
Establishing Contact with guests:
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Always give the guest a warm and friendly welcome, “Good morning Mr. David, how may I help you”
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Make the guest feel comfortable and safe.
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Refer to the guest twice by the correct title and name once known.
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Identify the guest’s needs.
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Observe what is happening around you.
Be discreet and attentive to guest:
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Show guests a sympathetic interest.
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Take your time for the guest.
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Always recommend our services to the guest.
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Appear neat and tidy but never severe.
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Always maintain eye contact when attending to the guest.
Have good product knowledge and hotels standards:
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Know the different facilities and services available in the hotel.
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Be able to describe each product and services to the guests.
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Know who is who.
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Know the layout of the hotel.
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Know the location, timings, promotions and theme nights of the outlets.
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Have a good knowledge of the city, places of interests, restaurants etc.
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Be aware of any special promotions going on in the hotel.
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Know which function/event is taking place and at which banquet hall or venue along with their meeting schedule.
Training Summary questions:
Q1. What is the purpose of this SOP?
Q2. What is the expected staff attitude with guests and colleagues?
Q3. Why should you always have a positive attitude?
Q4. How to establish contact with the guests?
Q5. Why the concierge staff should have good knowledge about products and standards?