RECEPTIONIST’S

ETIQUETTE

Elaborated by: Anastasia CALINCOV

Student,gr.I-TUR-181-11
Verified by: Galina LISA
 Being the receptionist in
the hotel means you’re the
face of the brand.
You’re the first person the
guests see when they walk
in, and the last when they
leave and, if you present
yourself well and go out of
your way to help, then
you’re only increasing the
reputation of the brand,
 RECEPTIONIST ETIQUETTE

 A receptionist’s primary duty is to receive visitors and to send

them to the appropriate places in the building, so you’re quite
an important cog in the machine as not everyone can do the
job as effectively as you. Common etiquette includes greeting
every guest and staff member with a smile on your face so
they know you’re approachable and can rely on you to ease
their worries.
 KEEP YOUR COOL

 You’re going to come across confrontational and angry guests ,

so it’s important to stay safe in that situation, while
retaliating in anger can only land you in deeper trouble. You
need to be well versed in handling these situations, as you
don’t want other guests seeing you act in an unprofessional
manner.
 Try not to admit that you don’t know the answer to a question,
instead, politely tell them you’ll find somebody who can
answer their questions and they’d appreciate the job you’re
doing.
 You’ll be on your feet most of the day, so it’s vital that you
blend safety with comfort in case you come across any
potential hazards, so the right receptionist footwear is crucial.
 BE CONSISTENT WITH YOUR PHONE
ETIQUETTE
 Naturally, this requirement means being welcoming and
friendly on the phone, and knowing how to hold your own in
tough conversations on the phone. You’d need to possess
good judgement and ensure that you communicate with staff
with the same phone etiquette too - don’t treat it like a
personal phone call with cursing, as you’d never know who’s
listening.
 MAINTAIN DISCRETION

 Even though it might not be intentional, receptionists can

land themselves in situations they might not want to be in,
such as finding out sensitive information about a guest or an
employee. You’d need to gauge whether it’s suitable to talk
about information like that at work or at home, or whether
the better option would be to keep that information to
yourself.

If somebody knows that you’re aware of the information and
realises you didn’t discuss the information with anybody, then
they’d appreciate that you remained discreet and
professional.
 STAY ORGANISED

 It’s crucial that a receptionist remains organised, mainly

because they’re bound to come across situations where they’ll
need to multi-task. The receptionist is tasked with a large
number of responsibilities ranging from greeting guests, to
answering the phones, as well as reminding the higher-ups
about meeting and appointments.

 Other staff members also need to rely on the receptionist as

their first port of call, so it’s essential they the receptionist
they’re contacting has an organised and effective system in
place to make sure no task is forgotten and can help whenever
anybody needs it. Sure, it can be a tiring process but there
are tips on how to survive those long shifts , and have the right
sort of footwear to stay prepared.
 BECOME MULTI-SKILLED

 A receptionist can’t be tasked with simply one job; they need

to be versatile, flexible and ready to take on any task or at
least know who to contact if it’s something they’re not
qualified to do. Saying you can’t do it to a guest isn’t the best
impression to give, but if a receptionist is skilled in certain
areas such as first aid, then you’d be known as a reliable
member of staff.
 MAINTAIN A PROPER DRESS CODE

 Following the dress code

means receptionists need to
wear the suitable colours
that suit the establishment,
and your footwear is just as
vital. Many establishments
enforce a uniform, which
means it’s important they the
receptionist ensures their
uniform is always ironed and
cleaned, as well as generally
maintaining a neat
appearance from the amount
of make up to well-groomed
facial hair.
 Receptionists need to find the right balance of safety and
comfort, as they are bound to come across some hazards
while staying on their feet all day and repeating certain
motions means their feet will be painful without the suitable
shoes, and it can also lead to further injuries which can put
them out of work. They don’t have to sacrifice one for the
other either, as there are shoes available that are not
only stylish, but safe and comfortable as well .