10 Commandments of Front Desk

The front desk is typically where customers develop their first impression of a business. A bad
first impression is often difficult to change, so offering exemplary customer service is a must for
front desk clerks. One of the most valuable assets a customer has is its repeat customers; by
ensuring a pleasant front desk experience, business owners are making an investment into their
own future.

1. The Customer is Always Right

o Front desk clerks should maintain a neat and professional appearance.
The customer's needs and concerns should come first. When customers approach the
front desk, focus attention on them.

2. Practice Active Listening

o The only way to clearly identify customers' needs is to hear them out. A
customer should not be interrupted when speaking. If you do not understand what a
customer is saying, allow him to finish speaking before asking for clarification.

Anticipate Customers' Needs

o When a customer approaches the front desk, attempt to silently anticipate his
needs. If there is additional information that can be shared to assist with a need, work to
provide that.

Make Every Customer Feel Valued

o Customers will share positive experiences.

People do business where they feel most comfortable. A bad experience with a previous
customer should not affect the next client's experience. Treat customers as individuals
and make them feel special by remembering their names or any other information that
will exemplify their value to the business.

Help Customers Understand Your Process

o Customers are not behind the scenes and often have no idea what your business
policies are. Work to inform customers of your process with clarity and tact.

Make Helping the Priority

o Customers appreciate the power of yes. Always look for ways to help clients.
Make it easy for them to do business with the company.

Keep Your Cool

 o By actively listening to customers' needs, you will be more equipped to offer
solutions.
In a perfect world, all customers would be pleasant. This is far from the case, and the
front desk is where most complaints land. If the customer appears to be getting angry,
work to calm him down. Do not argue or challenge customers. Call a senior team
member if the situation escalates beyond what is safe and appropriate.

Exceed Customer Expectations

o Happy customers help build successful businesses. Customers who are pleased
with their front desk experiences will be more likely to return. By offering customers
something they were not expecting, you are contributing to an overall pleasant
experience.

Maintain a Neat and Professional Experience

o Customers may make determinations about the business based solely on their
experience at the front desk. Front desk personnel and their seating areas should be neat
and orderly at all times.

Encourage Feedback

o Exceeding customer expectations should always be the goal.

Allow customers the opportunity to give feedback on their experiences. They may have
suggestions that could benefit the front desk environment or the business as a whole.

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Most companies have performance standards for employees. Performance standards are the
criteria for success that the company establishes, and that set of criteria is attainable, specific,
observable, meaningful and measurable. As a front desk clerk, you must meet your company's
specific performance standards in order to successfully perform the essential functions of your
job. According to the Bureau of Labor Statistics, in 2008, 230,300 people were front desk clerks;
in 2018, this number is expected to rise to 261,700.
Performance Standards for a Front Desk

Personal Skills

o As the first line of customer service, the front desk clerk is usually the first person
most people come into contact with, especially in the lodging or hospitality business. So
be professional and courteous, and extend that level of business conduct to all clients and
co-workers. Your friendly demeanor is a performance standard for this type of position,
 and you want to demontrate this level of professionalism with clients who are in person
or whom you talk to on the telephone.

Multitasking

o Front desk clerks must be proficient at handling multiple tasks at one time, for
instance, scheduling appointments for managers while still answering calls. You may be
required to file paperwork while greeting customers. During the initial interview process,
the employer will let you know what tasks they want you to complete and when. If you
work as a hotel front desk clerk, then you may be required to meet, greet and assign
rooms to guests. This requires you to be knowledgeable on the standard policies and
procedures of the hotel.

Equipment

o As a front desk clerk, you must know how to operate basic equipment such as a
photocopier and the telephone system. For those working in a hotel environment, it is
imperative that you know how to use the computerized reservation, rooming assignment
and billing systems.

Other Standards

o Attendance is an important part of this position. In order to meet an employer's

expectations, you must be on the job. You may need to work holidays, weekends or
evenings. A front desk clerk must have experience in problem solving. As a clerk in the
hospitality field, you must field guest complaints and resolve issues in a timely manner.
You must also deal with staff issues regarding maintenance and housekeeping.

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Standard Operation Procedures for Hotel Front Offices

1.
o A hotel's front office is responsible for the guests.
 Some hotels seem to operate effortlessly; however, several departments are working
diligently to ensure a smooth operation and safe environment for hotel guests. The front
offices are the central unit of all hotel operations. They are responsible for keeping track
of guests, making reservations, keeping the hotel staffed, keeping track of schedules, and
much more.

2. Reception and Reservations

o The reception desk will deal with greeting the guests as well as
reservations.
It is the job of the front office to perform several functions, including reception, cashier
and reservations. As guests enter the hotel, it is a standard procedure to greet them with a
warm and inviting welcome. The hotel front desk will deal with walk-ups, call-in
reservations, room accommodation, keys, and also act as a cashier. The front office is
also responsible for taking phone calls, and making sure guests are comfortable with their
hotel choice.

3. Concierge
o Guest services will help with your luggage.
The concierge or guest service staff member is a part of the hotel front office. He
arranges help for guests' bags and luggage. He also answers questions regarding the
services of the hotel and provides information on restaurants, entertainment, tours and
other activities outside the property. The concierge might also be responsible for
delivering special items such as flowers, cards, messages, and room necessities for
guests. The concierge sometimes works with the valet or acts as the valet, retrieving
vehicles from the car park for guests.

4. Oversees All Departments and Staff

o The hotel manager keeps track of employee schedules and more.
The front office includes the hotel manager's office. She oversees all departments and
operations of the hotel. She organizes staff schedules, schedules meetings, addresses
problems or questions from guests and departmental workers, and keeps the hotel running
smoothly. The manager also tracks check ins and check outs, communicates between
departments, and addresses issues from outside vendors and supply companies.

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 A shop attendant is an entry-level position in retail. Shop attendants are also referred to as sales
assistants, store clerks and retail assistants. Shop attendants are employed in a range of stores and
usually work as part of a wider sales team. Regardless of the type of stores shop attendants are
employed by, all are expected to be good communicators, have a smart appearance and be
helpful and friendly.

1. Education
o There are no set entry requirements to becoming a shop attendant. The role is a
junior position in which little previous experience is required. According to the Bureau of
Labor Statistics, employers prefer those with a high school diploma. New shop attendants
will be given some form of training when they begin work, usually in the form of
shadowing a more experienced employee.

Skills

o Shop attendants should enjoy working with members of the public. A shop
attendant acts as a representative of the company they are working for and should be
helpful and professional, with good customer service skills. Customers at times can be
demanding and a shop attendant should be able to handle these situations in a
professional manner. Tact and a positive attitude are beneficial personal attributes to
hold.

Skills

o Day-to-day shop attendants work on the shop-floor of the store. This could be in a
large grocery store, department store or smaller local independent store. Typical duties
include advising customers, issuing refunds, conducting financial transactions, stock
taking and greeting customers. If working in a store such as one that sells televisions,
shop attendants are expected to have a reasonable level of product knowledge in order to
assist customers effectively.

Salary
 o Salary varies widely depending on the location, size and type of store. According
to Indeed.com the average annual salary of a shop attendant in June 2010, was $18,000.
The BLS reports that many new and inexperienced retail sales workers could expect to
earn federal minimum wage of $7.25. However, many states set the minimum wage at a
higher rate than this and wages reflect this in different states.

Employment Outlook

o The BLS reports that employment growth in retail is expected to grow by around
eight percent until 2018. Employment prospects are positive for the industry as new staff
are continually replacing the high numbers that leave the profession each year. Most
stores also employ additional staff during peak times such as Christmas. The BLS also
notes positive employment for part-time workers.

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Front Office Standard Operating Procedures

Mary Freeman is a freelance writer. She has held several editorial positions at the print
publication, "The Otter Realm." She traveled throughout Europe, which ultimately resulted in an
impromptu move to London, where she stayed for eight months. This life experience inspired her
to pursue travel writing. Freeman received a degree in human communication from California
State University.
By Mary Freeman, eHow Contributor




 Print this article

Most businesses, small or large, have a front office or reception area. The standard operating
procedures of a front office clerk consist of many duties and responsibilities that improve the
efficiency of the office as a whole. Front office clerks should be well-versed in every aspect of
their position in order to fulfill the role to the best of their abilities.

1. Serve as the Gatekeeper

 o The first and most important role a front office clerk plays is that of being the
office gatekeeper. You are the first person people see when they walk in, and normally
the first person they speak to when they call. You must be both friendly and polite to
customers and clients, but also retain your authority as the gatekeeper. Your attitude will
reflect either positively or poorly on the business as a whole, and you must always keep
this in mind. It is up to you to ensure that the higher-ups are only receiving the people
they have the time for and wish to speak with or see. Always direct the person
appropriately and directly; you may need to tell someone he needs to leave a message, or
that he needs to sit and wait..

Day-to-Day Tasks

o In most offices, the front desk receptionist must handle most or all of the day-to-
day activities, such as picking up the mail, listening to voicemail, readying moneybags,
watering plants and restocking desks. Keeping a binder or checklist handy with all of the
regular tasks for the day can help prevent you from forgetting something. It's also useful
to keep an address book with important and frequently used numbers, because it is often
the front desk's responsibility to call maintenance, IT and various other people throughout
the day as problems arise.

Organizing the Datebook

o Lastly, unless this job has been delegated to another employee, such as the boss's
assistant, the front desk is where the datebook is kept. Always be aware of upcoming and
canceled appointments. Remember to take down the names and numbers of people who
wish to make an appointment on days that are full in case an appointment is canceled and
a time slot becomes available. At times it might be necessary to make tentative
appointments; if so, simply place a post-it note over the time slot. Remember to always
use pencil, as this is easier to erase and cover up should the schedule change.

Checkout Procedures in Front Office Management

 1.
o A checkout list makes front desk procedures smooth.
According to James A. Bardi, the author of the textbook "Hotel Front Office
Management," checkout is the "best opportunity for securing additional reservations." As
the final impression that your customer has of your hotel, your checkout procedures are
essential for maintaining and growing your customer base. You can ensure that your front
office staff makes the most of this opportunity by developing a checklist for your
checkout.

2. Arrange Paperwork
o The evening before, review all your guests who are due to check out and arrange
all their files together. Send express checkout forms to all the appropriate guest's rooms.
Note your customer's names so you can greet them by name in the morning.

Greet the Customer

o Make eye contact and greet the customer by name. Ask if she will be checking
out. If she has completed the express form, take the form, review it for accuracy and ask
for the keys. If the customer has not filled out the express form, continue with the
checklist.

Ask About the Stay

o Ask if she enjoyed her stay and if she will be returning to the area. If so, ask if she
would they like to make another reservation. Is there another hotel in the chain where she
might need another reservation? Note any future reservation information.

Review Bill With Guest

o While chatting with the guest, print out the final bill and review all charges. Make
sure you review all room service, phone and mini-bar charges. If there is a discrepancy,
ask the customer which item she disputes and tell her you will look into it immediately. If
you have made a mistake, apologize and correct it. If no mistake is found, refer the bill to
your supervisor.

Process Payment

o Ask how the customer will be paying for the bill. Process all charges and present
the customer the receipt.

Ask About Other Services

o Ask if the customer requires hotel transportation to the airport or to have her
luggage stored.
Thank the Customer

o Make eye contact and thank the customer for staying at the hotel. Ask if there was
anything else that could have been done to improve her stay. Give out any survey forms
and indicate where she can post positive comments online.

Report Back

o Report any complaints and suggestions to your supervisor. Refer any future
reservation requests to the reservations department.

Making the Right Impression at the Front Desk: How Proper Etiquette Helps Sell Walk-Ins
and Creates Long-Term Patronage

by Hamister Hospitality
We all know that you never get a second chance to make a good impression.  But just how can
hotel management ensure that they are making the right impression at the front desk?  General
managers have a responsibility to ensure that our guests find both efficient service and a positive,
outgoing, and friendly attitude the minute they arrive at reception.  Here is my advice on front
desk etiquette:

Proper staff attitude starts with management and is then diffused to members of staff.  If General
managers approach their duties with a smile, a can-do attitude, and a determination to exceed our
customers' expectations, their co-workers is more likely to do the same. 

The most important part of the uniform my front desk staff wears is their smile.  This smile should
reflect the pride they take in their work and it should be worn not only when greeting guests in
person, but  should also be “heard” when talking on the phone.  Guests should ideally be greeted
within 10 seconds of their arrival.  This can sometimes be complicated by the fact that your staff
may already be serving another guest.  We train our staff to acknowledge new guests immediately
and to tell the new guests that they will be with them momentarily, even if they are presently
serving someone else.  Phones should  be answered within four rings and with a tone of voice that
reflects his or her smile.

Another way that we ensure that our staff has the right attitude towards our guests is by treating
them in the same way that I want them to treat our customers.  We strive to create an environment
in which our staff can be happy with their present job and take initiatives in new areas.   We
consider their individual needs and desires, and they in turn do the same for our guests.  Since we
are a property with a lot of repeat business, we try to learn our guests’ names and greet them by
name when we see them.  Both staff and management do this on a regular basis; it lets our guests
know that they are not just a room number but also a person whose business we value.

 We also give high priority to thorough training in efficient procedures.  Proper training on all of
the front office equipment, including the switchboard, computers, and office machines, not only
increases efficiency, but also makes it less likely that your staff will get frustrated and take it out
on your guests.  Moreover, if your staff can efficiently operate your computer system, the process
of registering guests is quicker and the billing process upon their exit will be correct.  This is
crucial to leaving a lasting good impression.

Finally, we must also make it a point to inform guests of all of the amenities we offer as well as
hours of operation and local area information.  If the guest is not given this information, he or she
may not realize what you are offering and what value it represents in the amount they are paying. 
The guest should be aware that we are staffed 24 hours per day and that we will be glad to answer
any questions or concerns they might have.  This gives our guests a point of reference, whether
they would like to learn about local restaurants or whether they need a light bulb replaced in their
room.

General managers must make sure that staff is equipped with the knowledge they need in order to
efficiently perform their jobs.  We also have a responsibility to create an environment in which
they can thrive professionally.  Individual attention and positive attitude towards co-workers
encourages co-workers to treat our guests in the same way I treat them—with respect, a can-do
attitude, and a smile.  Not only do we then make a good first impression, but we create a great
lasting impression of our hotel and its service, which makes guests likely to return again and
again.

Hamister Hospitality Group is one of the hospitality industry's fastest growing hotel management
companies. Founded in 2004 by The Hamister Group, Inc., a leader in assisted living and health
care management for over 25 years, the company now manages five hotels in Tennessee and
Kentucky. Just as we have been committed to running our assisted living facilities like luxury
hotels for the past three decades, Hamister Hospitality Group now strives to make your hotel stay
an exceptional experience. Our success in both the assisted living and the hospitality industries is
due to our unwavering determination to exceed our customer's expectations in every aspect.

Our web site: www.hamisterhospitality.com

Checking Guests In and Out

Check In

Front Desk Receptionist

 What name is the reservation under?

 How long will you be staying?
 Are you planning on checking out tomorrow?
 I'm afraid you can't check in until after 4:00 pm.
  What type of vehicle are you driving?
 Do you know the license plate number of your vehicle?
 Complimentary breakfast is served in the lobby between 8 and 10 am.
 I'll give you two room keys.
 The dining room is on the main floor at the end of the hall.
 The weight room and sauna are on the top floor.
 Just call the front desk if you need any extra towels or pillows.

Guest

 We have a reservation under Jill McMann.

 Do you have any vacancies?
 Is the hotel booked, or can we get a room for tonight?
 How do we get to our room from here?
 Is it okay to park out front?
 What time is the pool open until?
 What time is breakfast served at?
 Is it too early to check in?
 Can we get a wake-up call?
 When is check out time?

Check Out

Front Desk Receptionist

 Are you ready to check out?

 What room were you in?
 How was your stay?
 Was everything satisfactory?
 Will you be putting this on your card?
 And how will you be paying for this?
 Would you like to speak to the hotel manager on duty?
 I'll just need your room keys, please.
 Enjoy the rest of your holiday.
 Have a safe trip home.

Guest

 We're checking out of room 401.

 Sorry we're a bit late checking-out.
 I'm afraid we overslept/slept in.
 We really enjoyed our stay.
 We have a few complaints.
 We'll be back next time we're in town.
Sample Conversation

Double-click the left button (>) to start. Click the middle button to stop. Click the right button to
pause. Click it again to continue.

Receptionist
Hi there. Are you checking out now?
:
Guest: Yes, sorry. I know we're a few minutes late.
Receptionist
That's no problem. It's always really busy at check out time anyway.
:
Guest: Oh, really. The last hotel we stayed in charged us for a late check out.
Receptionist
The hotel isn't booked this week, so it's not a problem. How was everything?
:
The room was great. The beds were really comfortable, and we weren't
Guest:
expecting our own fridge.
Receptionist
I'm glad you liked it.
:
Guest: The kids were disappointed that the pool wasn't open this morning, though.
Receptionist
I apologize for that. We can't get a cleaner in any earlier than 10 am.
:
Guest: Well we had a nice swim last night anyhow.
Receptionist
Will you be putting this on your credit card?
:
Guest: No. I'll pay cash.
Receptionist
OK. So the total comes to $123.67, including tax.
:
I thought it was $115 even. That's what they said yesterday when we checked
Guest:
in.
Receptionist
Yes, but there is an extra room charge on your bill.
:
Guest: Oh, I forgot. My husband ordered a plate of nachos. Sorry.
Receptionist No problem. So...from $140, here's your change. Now, I'll just need to ask you
: for your room keys.
Taking a Reservation

Front Desk Receptionist

 Enterprise Hotels, Lise speaking. How can I help you?

 What date are you looking for?
 How long will you be staying?
 How many adults will be in the room?
 I'm afraid we are booked that weekend.
 There are only a few vacancies left.
 We advise that you book in advance during peak season.
 Will two double beds be enough?
 Do you want a smoking or non-smoking room?
 The dining room is open from 4 pm until 10 pm.
 We have an indoor swimming pool and sauna.
 We serve a continental breakfast.
 Cable television is included, but the movie channel is extra.
 Take Exit 8 off the highway and you'll see us a few kilometers up on the left hand side.
 The rate I can give you is 99.54 with tax.
 We require a credit card number for a deposit.

Guest

 I'd like to make a reservation for next week.

 Is it necessary to book ahead?
 Do you charge extra for two beds?
 How much is it for a cot?
 Do you offer free breakfast?
 Is there a restaurant in the hotel?
 Do the rooms have refrigerators?
 Do you do group bookings?
 Is there an outdoor pool?
 Do you have any cheaper rooms?
 When is it considered off- season?

Sample Conversation

Receptionist Thanks for calling Quality Inn. Morine speaking.

:
Caller: Hello. I'm interested in booking a room for the September long weekend.
Receptionist I'm afraid we're totally booked for that weekend. There's a convention in town
: and we're the closest hotel to the convention centre.
Caller: Oh, I didn't realize. Well what about the weekend after that?
Receptionist
So... Friday the seventeenth?
:
Caller: Yes. Friday and Saturday.
Receptionist It looks like we have a few vacancies left. We recommend that you make a
: reservation, though. It's still considered peak season then.
Caller: Okay. Do you have any rooms with two double beds? We're a family of four.
Receptionist Yes, all of our rooms have two double beds. The rate for that weekend is $129
: dollars a night.
That's reasonable. And do you have cots? One of my daughters might be
Caller:
bringing a friend.
Receptionist We do, but we also charge an extra ten dollars per person for any family with
: over four people. The cot is free.
Caller: Okay, but I'm not positive if she is coming. Can we pay when we arrive?
Receptionist Yes, but we do require a fifty dollar credit card deposit to hold the room. You
: can cancel up to five days in advance and we will refund your deposit.
Caller: Great, I'll call you right back. I have to find my husband's credit card.
Receptionist Okay. Oh, and just to let you know...our outdoor pool will be closed, but our
: indoor pool is open.