Front Office Staff Do's & Don’ts 

The Purpose of the Training:

• To ensure the most efficient behaviors in front of customers.
• To increase the attentiveness of the front desk staff.
• To generally increase staff efficiency.
• Increase Front Office and overall GSS score.
• Be self-disciplined at all times.

FRONT OFFICE DO'S

• Make eye contact, smile and greet every guest.
• Do concentrate only on the customer in front of you but, also acknowledge any waiting guests.
• Lean towards customers; stand alert, tall and visible.
• Control body language.
• Keep a positive attitude.
• Offer assistance before the guest has to ask - anticipate guest's needs.

FRONT OFFICE DON'TS

• Fail to acknowledge the customer.
• Make faces.
• Use slang.
• Say "mmmmh" all the time while conversing with the guests.
• Gather in groups to chat.
• Have personal conversations with others in front of guests.
• Put your hands in your pockets.

FRONT OFFICE NOT TOLERATED BEHAVIORS

• Chewing gum.
• Rude behavior.
• Lack of focus on the customer who is currently being served.
• Discriminating against customers.
• Failing to follow check-in and check-out list.
• Forgetting to complete work or to follow up on customer requests to be sure they have been carried out.
• Inattentiveness.

Hospitality Guide(For All Department information)
 www.hospitalityguidebd.blogspot.com