Etiquettes and Manners for Hotel Staff / Front Office Staff
1-Always greet guest and colleagues with a smile and maintain a friendly and pleasant expression.
2- Stand upright, do not fold your arms in front of the guest.
3- Keep your hands out of your pockets.
4- Do not lean on the counter at any time and especially when dealing with the guest.
5- Do not play with your hair and jewellery when you are at the front of the house area.
6- Ensure a positive body language at all times.
7-Always be tactful and courteous, never argue with guests.
8- Be humoured and even-tempered, do not become over friendly with guests.
9- Always be attentive when speaking to guest and look at a guest when addressing him/ her.
10- Always look and act professionally, do understand that there are other guests watching your behaviour.
11- Always appear confident and be positive.
12- Always listen carefully to the guest when talking to him/ her.
13- Try to use the guest’s name at least twice once known.
14- Try to ask the right questions to identify the needs of the guests.
15- Talk clearly and maintain a good tone of voice at all times.
16- Do not criticize one guest to another.
17- Do not refer guest as “He/She to They“ in their presence.
18- Never weary the guest with your troubles.
19- Never discuss religion or politics with guests.
20- Be specific in your explanations, in-case of any doubt then consult your colleagues and promptly get back to the guest.
