FRONT OFFICE

                                             



                     HOW TO GREET A GUEST 




      

While the guest experience starts way before the customer even walks through the doors of your property, the first face-to-face experience will make a lasting impression. From the moment the guest seeks out your property to the time they decide to purchase a room, they are comparing your property with their standards and expectations. When a guest finally comes to the front desk, their physical experience in the hotel begins. Efficient front desk management should be of paramount importance for all hoteliers. The experience can be positive or negative, and it all starts with how they are greeted.

A front desk should offer each and every guest a warm welcome – even if (and especially if) a guest’s jet lag may have given them a short temper. The front desk attendant needs to smile throughout their entire shift, anticipate the needs of guests as they approach the desk and solve all issues with a calm, understanding demeanour. As the face of the property, every move counts. The mannerisms, appearance and language used by the front desk attendant can send signals to guests. Be sure that your front desk staff is thoroughly trained on the hotel’s brand, how to resolve conflicts and how to make guests feel welcome right from the beginning.