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Greeting and Welcoming Gues-Guest Service Associate STANDARD OPERATION PROCEDURE

Release: Dec 2 2008 18:54 Author: ChinaHotelier View: 25977 times Print

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