Etiquettes and Manners for Front Desk | Concierge ,
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:
- 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.
- Do not play with hair and jewellery.
- Ensure a positive body language.
Concierge Staff Speech with guests and colleagues:
- Be tactful and courteous, do not argue with guests.
- Be humoured and even-tempered, do not become over friendly with guests.
- Look at a guest when addressing them.
- Look and act professionally.
- Always appear confident.
- Listen carefully to the guest when talking to the guest.
Always be positive:
- Use the guest’s name at least twice once known.
- Ask the right questions to identify needs.
- 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.
- Do not weary the guest with your troubles.
- Do not discuss religion or politics with guests.
- Be specific in your explanations.
- Consult your colleagues if any doubt arises.
Establishing Contact with guests:
- Always give the guest a warm and friendly welcome, “Good morning Mr. David, how may I help you”
- 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.
- Observe what is happening around you.
Be discreet and attentive to guest:
- Show guests a sympathetic interest.
- Take your time for the guest.
- Always recommend our services to the guest.
- Appear neat and tidy but never severe.
- Always maintain eye contact when attending to the guest.
Have good product knowledge and hotels standards:
Keep your hands out of your pockets.Do not lean on the counter at any time
- Know the different facilities and services available in the hotel.
- Be able to describe each product and services to the guests.
- Know who is who.
- Know the layout of the hotel.
- Know the location, timings, promotions and theme nights of the outlets.
- Have a good knowledge of the city, places of interests, restaurants etc.
- Be aware of any special promotions going on in the hotel.
- Know which function/event is taking place and at which banquet hall or venue along with their meeting schedule.