Professional Documents
Culture Documents
Welcoming a Guest
Hilton St Helens
Welcoming a Guest
Trainer’s Notes:
•Introduce Name, Position Title
•Explain concept of Bite Size Training (if group have
not been through it before)
•Will take about 15 minutes
Why Welcome a Guest?
“Good Morning………”
“Good Afternoon……..”
“Good Evening……..”
“Good Morning………”
“Good Afternoon……..”
“Good Evening……..”
Sir/Madam or use Name when you know it.
Trainer: Saying it in this ways shows
professionalism, practice how you would say it,
use the correct tone and speaking with confidence
shows you are a confident person.
Our Hilton Promise to the Guest
Hilton Time is
“To put back into life what it takes out”
Why do you think using the guests name is one of our Hilton’s
Brand Standards?
Makes the guest feel special, it is personalised, it shows you have made a
special effort.
In what ways can you find out what the name of the guest is?
Through you having a conversation with the guest, keycard, event
information, or simply asking. Once you know it, take the opportunities to
use - notice the reaction you get!