BODY LANGUAGE OF HOTEL RECEPTIONIST

 Speak with your customers of the hotel with a smiling face. A smiling face says that whatever
you are talking about all are truth and you are also realizing the other person’s problem and is
possible for you to solve his/her problem. The other meaning of your smiling face is all times
you try to solve any problem of the customer and you are prepared for helping in any need. It is
the best way to convince the customer and to raise your personality by an original smiling face.
 Hand shaking is an important matter for you. When you shake hands your customers want to
get a greeting by feeling your hand shaking. Bad, aloof or rude shaking can make customer has
negative feedback on you.
 As a body language, eye contact is also a great thing. When you talk to the customer, keep a
direct eye contact with smiling face. Never show extra curiosity with eyes. And, never answer
the questions of the customer engaging your eyes with other works or keeping to the ground.
Keep your eyes natural when asking something or answering something.
 It may be hesitating for you when you are not clear what to do with your arms and hands in
front of the customers. People generally try to do anything like cracking finger. But, the
professional stance is to keep hands at your side as usual. If you don’t feel comfortable, then
hold papers or something in the excuse of preparing for the next work. Never show down extra
business towards the customers.
 Posture your body for the gentle view. It is good for you and for the business. When you are
seated on or talking to the customer even walking in the hotel, keep in the mind that customer
will follow your posturing.
Receptionist CUSTOMER
 MAKING RESERVATION
Receptionist: Good morning, Love Hotel. How can I help you today?
Customer: Hello, I would like to book a room for 20th till the 23rd.
Receptionist: What kind of room would you like?
Customer: I would like a single room room with king sized bed, please.
Receptionist: Please hold on I will check .... I am afraid we only have queen sized bed available.
It that okay miss?
Customer: OK that will do. How much for a single room?
Receptionist: 450 dollar per night
Customer: What’s included in that price?
Receptionist: A full Continental buffet every morning, free airport shuttle service, and use of the
hotel's safe are all included. Now what name the reservation be listed under?
Customer: Hilda
Receptionist: Alright, Miss. Hilda, your reservation has been made for the 20 th until 23rd of
September for a single room with a queen sized bed. Check-in is at 2 o'clock. If you have any
other questions, please do not hesitate to call us.
Customer: Great, thank you so much.
 CHECKING-IN
Receptionist : Good afternoon. Welcome to the Love Hotel. How may I help you?
Customer : I have a reservation for today. It's under the name of Hilda.
Receptionist : Yes, Miss Hilda, we've reserved a single room for you with queen sized bed for two
nights. Is that correct?
Customer : Yes, it is.
Receptionist: Excellent. We already have your credit card information on file. If you'll just sign
the receipt along the bottom, please.
Customer : 450 per night huh? What included in this price again?
Receptionist : A full Continental buffet every morning, free airport shuttle service, and use of the
hotel's safe are all included.
Customer : So what's not included in the price?
Receptionist : Well, you will find a mini-bar in your room. Use of it will be charged to your
account. Also, the hotel provides room service and pet caretaker, at an additional charge of
course.
Customer : Hmm. Ok, so what room am I in?
Receptionist : Room 487. Here is your key. To get to your room, take the elevator on the right up
to the fourth floor. Turn left once you exit the elevator and your room will be on the left hand
side. A bellboy will bring your bags up shortly.
Customer : Great. Thanks.
Hotel: My pleasure, miss. Have a wonderful stay at the Love Hotel
Do’s and Don’ts in Conversation with
Customer
 Do’s
Be polite
Always maintaining eye contact during
conversation
Wear appropriate clothing
Treat customer like V.I.P, not like friend
unless it’s someone you know
Answer what customer ask, and provide
some additional info or relatable trivia
 Don’ts
Ask about customer’s personal life
unless required
Going off tangent
Be rude to customer
Assume customer problems
Be too honest
 Conclusion
As a customer support person, you interact with people every day you go to
work. Quite often, these people - your customers - may be individuals you’ve
never met before, and certainly never spoken to before. If your company
serves tens or even hundreds of thousands of users, you might spend your
entire day engaging with customers that you are “meeting” for the first time...
every time the phone rings.

This lack of familiarity requires you to take an extremely delicate approach to

how you converse with customers, and what topics you talk about. It also
requires you to be able to react quickly and smoothly when the conversation
goes a direction you weren’t expecting.