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Greeting and Welcoming Gues-Guest Service Associate STANDARD OPERATION PROCEDURE

STANDARD OPERATION PROCEDURE







DEPARTMENT: Front Desk 
  JOB TITEL: Guest Service Associate
TASK NO: FD- REC 6.1      
  TASK: Greeting and Welcoming Guests
EQUIPMENT REQUIRED: Fidelio Workstation



WHAT TO DO  HOW TO DO  WHY







 Use standard greetings for  As the guests approach the Front  To give a positive impression of the 
the guest.
Desk counter, acknowledge their hotel as well as to acknowledge the


presence by greeting them at least improtance of the guest in the hotel 


two meters away from the counter by to raise the self esteem of guests by 


saying:"Good morning/afternoon/evening, addressing them by their name.To let


Mr./Mrs.XXX."(If name of guest is kown,  guest feel home away from home


otherwise use Sir or Madam) service . Respect









Establish and keep eye contact with  To show that you are genuinely 


the guest and slmile genuinely. willing to serve the guest. Sincerity









Stand upright with an attentive body A good body posture indicates good 


posture.
grooming and confidence. Showing




humility respect to guest. Humility







Welcome guest to the hotel. Saying:"welcome to  To make guests feel at home as well


xx hotel." If the guest is a return  as delight guest with calling guest's 


guest. Saying;" Mr./Mrs. XX, welcome name proudly. Respect


back to xx."












Saying:"Thank oyu for waiting, 


If guest should be kept waiting, Mr./ Mrs. XX."
To acknowledge that the guest has 
thank them for waiting.

been waiting and that their patience is 




appreciated. Care about guest feelings. 




Show care









Offer assistance and identify guest's 




name. Saying:"May I have your sir  To retrieve reservation from Fidelio.


name, please?"
Make the guest feel friendly and 




courtesy. Warm and natural care.



































PREPARED BY: APPROVED BY:
DESIGNATION SIGNATURE / DATE DESIGNATION
SIGNATURE / DATE

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