Basic Etiquette and Manners for Front Desk | Concierge | Bell Desk
ConciergeConcierges - Person who assist guests by making restaurant reservations; arranging for transportatio... & Bell Staff Etiquettes and Manners:
The concierge and bell staff should have the right attitude and product Knowledge, and also be able to recognize any sales opportunities.
Staff Attitude with guests and colleagues:
- Greet guests and colleagues with a smile and maintain a friendly and pleasant expression.
- Stand upright, do not fold your arms in front of the guest.
- Keep your hands out of your pockets.
- Do not lean on the counter at any time.
- Do not play with hair and jewellery.
- Ensure a positive body language.
Concierge Staff Speech with guests and colleagues:
- Be tactful and courteous, and do not argue with guests.
- Be humorous and even-tempered, and do not become over-friendly with guests.
- Look at a guest when addressing them.
- Look and act professionally.
- Always appear confident.
- Listen carefully to the guest when talking to the guest.
Always be positive:
- Use the guest’s name at least twice once known.
- Ask the right questions to identify needs.
- Talk clearly and maintain a good tone of voice at all times.
- Do not criticize one guest for another.
- Do not refer to guest as “They“ in their presence.
- Do not weary the guest with your troubles.
- Do not discuss religion or politics with guests.
- Be specific in your explanations.
- Consult your colleagues if any doubt arises.
Establishing Contact with guests:
- Always give the guest a warm and friendly welcome, “Good morning Mr. David, how may I help you”
- Make the guest feel comfortable and safe.
- Refer to the guest twice by the correct title and name once known.
- Identify the guest’s needs.
- Observe what is happening around you.
Be discreet and attentive to guests:
- Show guests a sympathetic interest.
- Take your time for the guest.
- Always recommend our services to the guest.
- Appears neat but never severe.
- Always maintain eye contact when attending to the guest.
Have good product knowledge and hotel standards:
- Know the different facilities and services available in the hotel.
- Be able to describe each product and service to the guests.
- Know who is who.
- Know the layout of the hotel.
- Know the location, timings, promotions, and theme nights of the outlets.
- Have a good knowledge of the city, places of interest, restaurants, etc.
- Be aware of any special promotions going on in the hotel.
- Know which function/event is taking place and at which banquet hall or venue along with their meeting schedule.
Training Summary questions:
Q1. What is the purpose of this SOP?
Q2. What is the expected staff attitude with guests and colleagues?
Q3. Why should you always have a positive attitude?
Q4. How to establish contact with the guests?
Q5. Why the concierge staff should have good knowledge about products and standards?
SOP Number: Front Office SOP – 45 Department: Concierge - Etiquettes and Manners Date Issued: 22-Jul-2018 Time to Train: 20 Minutes
