Etiquettes and Manners for Hotel Staff / Front Office Staff
Etiquettes and Manners for The Hotel Staff specially Front Office Staff
- Always you need to greet guest and colleagues with a smile and always you should maintain a friendly and a pleasant expression.
- Always Stand upright, do not fold your arms in the front of hotel guest .
- Keep your hands out of your pockets.
- Keep a space between you and the guest when dealing with them .
- Always Do not lean on the counter at any time and especially when dealing or contacted with the guest.
- You Should not play with your hair and jewellery when you are in the front of the house area.
- Ensure a positive body language at all times.
- Always be tactful and courteous, never argue with guests.
- Always be humoured and even-tempered , do not become over friendly with hotel guests.
- Always be attentive when speaking to guest and look at a guest when addressing him/ her.
- Always look and act professionally, do understand that there are other guests watching your behaviour.
- Always appear confident and be positive.
- Always listen carefully to the guest when talking to him/ her.
- Try to use the guest’s name at least twice once known.
- Try to ask the right questions to identify the needs of the guests.
- 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.
- Never weary the guest with your troubles.
- one of the very important that Never discuss religion or politics with guests.
- Be specific in your explanations, in-case of any doubt then consult your colleagues and promptly get back to the guest. if necessary repeat the information to be sure it goes to be right understanding .
- Always give the guest a warm and friendly welcome, “Good morning Mr / Madam , how may I Assist you today”.
- Always do your best to 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 and try to provide anticipatory service.
- Always observe what is happening around you and be ready to assist the guest when needed.
- Show guests a sympathetic interest.
- Take your time for the guest and do not rush with them.
- Always recommend in-house hotels services to the guest and provide with a brochure or additional details if required.
- Appear neat and tidy but never severe or harsh or strict to the guests.
- Always try to maintain eye contact with the guests.
- Should have a good product knowledge and keep updating about new products and services offered.
- Know the different facilities and services available in the hotel and be ready to describe the details to the guest when asked.
- Know who is who in the hotel organization.
- Know about VIP, VVIP and repeating guests.
- Have a clear understanding of the layout of the hotel.
- Should know the location, timings, promotions and theme nights of the outlets.
- Know which function is taking place and where.
- Have a good knowledge of the place and surroundings where the hotel is situated, eg: nearby places of interest, distance to the airport etc.
- Be aware of any special promotions or food festivals going on in the hotel.
- The Front desk team should have the full knowledge of all different rooms types and their rack rates .
- The Food and beverage staff should have a good knowledge of the menus plates and contents of each one .
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