While talking to a guest.
Always smile while talking to a guest.
Always maintain an interested and helpful expression on your face.
Maintain eye contact. Even if you are busy with the computer look up once in a while to maintain eye contact.
Maintain a distance of at least 2 feet.
Speak softly and clearly without any artificial accent.
Avoid unnecessary movements of hands and facial gestures.
While standing
Stand erect at ease, but not in a casual manner.
Weight balance on both the feet.
Chest out.
Stomach in.
Keep your hands on the sides or behind your back.
Do not keep your hands in the pockets or on the hips.
Do not cross your arms across the chest.
Do not lean against a counter.
Remember, you may be in a view of the guest, even when you are not directly interacting with him/her. Maintain your poise all the times.
Do not huddle against the bunches.
While walking.
Walk at even pace while walking in the public areas, without any sound of the footsteps.
Do not run in the guest area.
While in the corridors, if guest are approaching, get aside and give them the way first.
If near a door, open the door for the guest to pass through.
Walk on the left hand side.
If accompanying a guest, walk on his right hand side and open the door for the guest.
Walk erect and maintain the poise.
While talking to a colleagues.
Do not use slang or abusive language, with our colleagues.
Be aware of your conservative on the telephone. Guest may be watching and hearing.
Never shout on the telephone.
Do not have long conversation on phone, when the guest is waiting.
Do not entertain personal calls, while at work.
Courteous Behavior
Anticipate guest needs and fulfill them without being asked:
Open the door and let the guest pass ahead.
Hand him a pen as he reaches for his own.
Light his cigarette, as he gets ready to light it.
Reach out for the heavy bag he is carrying.
Do not get familiar with the guest, even when he treats you like a friend. Maintain professional relationship.
Treating guest courteously and the turning to a colleague and talking to him impolitely destroy the image. Maintain the same finesse and the politeness.
Treat non-resident guest with as much respect as resident guest.
They are potential guest too.
They may be using F&B facilities.
Do not forget power of “word of mouth” publicity.
General
Be aware of the offensive habits that you have:
Biting nails.
Picking hair, nose, and ear.
Yawning.
Sneezing/coughing without covering your mouth. Refrain at least when in the guest’s view
Handle equipment with banging or making noise.
Do net get nervous or hurried during busy hours, stay calm.
Do not come in the public area in the clothes other than your uniform.
Do not hang out in the guest area when not on duty.
Do not talk loudly or hold lengthy conversation like: lobby, restaurants, floors etc.
Do not talk in a vernacular within earshot of the guest. He may think that you are talking about him.
Do not grumble to the guest, he is not interested in your woes and will think poorly of you.
Do not speak poorly to the guest about another guest, staff member or another department.
Do not hint or solicit tips.
Greetings
Good morning, sir/madam (00.00hrs-12.00)
(It is wrong to say “morning, sir/madam”
Good afternoon, Sir/madam (12.0016.00)
Good evening, sir/madam. (16.00-00.00)
Seeing off a guest
Have a pleasant day, sir/madam.
Have a pleasant afternoon, sir/madam.
Good night, sir/madam.
(Never say, “Have a pleasant night,”).
I hope you enjoy your stay with us, Sir (Mr.___).
We look forward to your next visit. Sir/madam (Mr./Ms.___).
When the guest asks for something and you can provide
Certainly Sir, (Mr.___) I will send it your room.
Certainly Sir, (Mr.___) the attendant will come and help you.
Certainly Sir, (Mr.___) right away.
Certainly Sir, (Mr.) the Housekeeper will assist you.
I will go and get it right away, Sir/madam (Mr./Ms.)
When you like the guest to repeat what was said or when you do not understand what was said
I beg your pardon, Sir/ madam (Mr./Ms.).
Would you kindly repeat that, Sir/Madam (Mr./Ms.).
Could you spell it for me, Sir/Madam (Mr./Ms.).
Never say “what” or “huhn”.
When you are not able to provide the service
I am sorry, Sir/Madam (Mr./Ms.), this is not available, may I get you ___ instead.
I am sorry, sir/Madam (Mr./Ms.), this is not available would you like to have something else, instead.
May I suggest an alternative?
I am terrible sorry; we do not have this item. Is there anything else we can provide?
When you are not sure, whether it can be provided
Yes, certainly, allow me to find out and I will get back to you
If you have to keep a guest waiting because you are busy with someone else. Then when you revert back to guest.
Good morning Sir. Madam, I’ll be with you in a minute.
I’m sorry to have kept you waiting, how may I assist you.
Asking the guest whether he needs any assistance.
May I assist you, Sir/Madam (Mr./Ms.)
May I help you, Sir/Madam (Mr./Ms.)
Could I be assistance, Sir/Madam (Mr./Ms.)
Mat I take your order, sorry to have kept you waiting, Sir/Madam (Mr./Ms.)
My name is ___. Please call me for a service anytime. Sir/madam (Mr./Ms.)
Please let us know if there is any thing we can do for you, Sir/madam (Mr./Ms.)
(Use this expression when you go to see the occupancy.)
When the guest thanks you for something.
My pleasure, Sir/madam (Mr./Ms.)
You are most welcome, Sir/madam (Mr./Ms.)
Glad to be at your service, Sir/madam (Mr./Ms.)
Not at all, Sir/madam (Mr./Ms.)
When you wish to assist in carrying something
Allow me, Sir/madam (Mr./Ms.)
May I assist you, Sir/madam?
When a guest asks you price of something
That will be ____ Rupees inclusive/exclusive of the tax.
Always speak in complete sentence
May I know your name please?
Not ‘name please!”
When leading the guest
Please come this way, Sir/madam
Never use hotel jargon
Do not use words like HRS, TRN, covers, pax ST, LT etc.
To break away a conversation with a guest
Will you please excuse me? Then add- good day Sir/madam.
When the guest is unwell
I am sorry to hear that. I hope you get well soon. May I contact the doctor for you?
