GREETING AND WELCOMING THE GUEST AT THE DESK

FRONT OFFICE PROCEDURE MANUAL / GENERAL

WHAT HOW WHY

Whether, it was the Guest relation, Being alert with positive open body posture at all times To show attentiveness and eager to
concierge, valet parking or Always stand up whenever the guest approaches your serve.
reception desk… the staff must desk
show gratitude in welcoming the
guests.

1. Use standard greeting for the As the guest approaches the reception acknowledge their This gives a positive impression of the
guest. presence and offer an appropriate hospitality phrase in hotel that; the hotel acknowledges the
accordance to the time of the day. guest presence with great importance
and concern.
E.g. Good Morning Mr. X, “How may I assist you” (If
name of the guest is not known use sir/madam)

2. Welcome guest to the hotel. Greet the guest “Welcome or welcome back (if repeated) Raise the self-esteem of the guest by
to Le Royal Hotel ... Mr. X” addressing them by their name. That
they have been recognized.

3. If you are busy You still need to acknowledge the guests’ presence with This shows that we are genuinely
a nod and a smile! willing to welcome and assist our guest.

4. If guest was waiting Offer your sincere thanks and apologize to the guest for
waiting “ Thank you and sorry for waiting Mr. X, How
may I assist you”
( If name of the guest is not known use sir/madam)

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