Job Title

GSCA, GSC
Supervisor,
GSC Manager
GUEST SERVICE CENTRE

(SOP #04) GREETING AND DIRECTING GUEST

STANDARD GSC agents who meet a guest must take the initiative to greet the guest and use the guest’s name
whenever known and escort guest to the location if guest does not know the way in the resort.

ACTION STEPS HOW OPPORTUNITY

1. Greeting guest
 When GSC agent meets a guest, in a public area, guest room
corridor etc. eye contact should always be made, with a smile
and an initiative to greet the guest with an appropriate greeting,
using the guest’s name if known. The agent should not wait for
the guest to take the initiative, or avoid looking at the guest
when passing.
 Apply 5/10 rules: In distance of 3 meters, Smile and
Acknowledge the guest. Within 1.5 meters, greet the guest and
offer assistance.

2. Directing guest
 GSC agent who is approached by guests inquiring about the
location of a facility in the resort must escort the guest to the
location.
 If for some reasons, the associate is unavailable to give escort,
the guest must be informed of the requested location and
offered escort by another agent. The associate should then
arrange for a colleague to escort the guest, unless the guest
decline.
 When escorting a guest, the agent must always try to make
conversation with the guest, in a friendly, enthusiastic way and
the guest’s name must be used if known.

(SOP #04) Greeting and Directing guest – PAGE 1