How to create a top first impression at hotel
1. Your look and body language
Before you speak, the guest already feels something.
Do this:
- Wear a clean uniform
- Hair neat, light perfume
- Stand straight
- Smile gently
- Look at the guest, not at the computer
A calm and clean look = luxury.
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1. Look and body language
The first impression starts before speaking. A receptionist must look clean, neat, and professional at all times. Good posture shows confidence and respect. A gentle smile makes guests feel welcome and safe. Eye contact is very important because it shows attention and care. The receptionist should avoid looking tired or busy. Calm body language helps the guest feel relaxed. In a five-star hotel, quiet and elegant movements create a feeling of luxury and trust.
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2. When the guest arrives
When you see the guest:
- Stop typing
- Look at them
- Smile
- Welcome them
Say slowly and clearly:
“Good afternoon. Welcome to [Hotel Name].”
or
“Good evening. Welcome to [Hotel Name].”
Your voice should be:
- Calm
- Warm
- Not fast
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2. Guest arrival
When a guest arrives, the receptionist should give full attention immediately. Stopping other work shows respect and importance. A calm and friendly attitude helps the guest feel comfortable. The welcome should be clear and warm, not rushed. The first seconds are very important because guests form opinions quickly. A smooth and polite arrival experience sets the mood for the whole stay. In a luxury hotel, the arrival should feel organized, peaceful, and professional.
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3. Use the guest’s name (very important)
If you know the guest’s name, use it.
Example:
“Welcome to [Hotel Name], Mr. Johnson.”
This makes the guest feel:
- Important
- Respected
- Comfortable
In a 5-star hotel, names are very powerful.
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3. Using the guest’s name
Using the guest’s name creates a strong personal connection. It shows care, respect, and good service. Guests feel recognized and valued when their name is used correctly. This small action can make a big difference in their experience. It also shows that the hotel is well prepared. In a five-star hotel, personal service is very important. Remembering and using names helps build trust and makes the guest feel special and welcome.
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4. Speak politely and simply
Use polite and soft words.
Instead of:
“Passport.”
Say:
“May I please have your passport?”
Instead of:
“Wait.”
Say:
“One moment please.”
Smile when you speak. Guests can hear your smile.
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4. Polite and simple language
Clear and polite language helps guests feel comfortable and understood. Simple words reduce confusion, especially for international travelers. A soft and respectful tone shows professionalism. The receptionist should avoid strong or short words that may sound rude. Polite language creates a positive atmosphere at the front desk. In luxury service, the way something is said is as important as the message. Good language skills show high standards and care.
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5. Make the guest feel safe and relaxed
Many guests are:
- Tired
- Hot
- New to Cambodia
Help them feel relaxed.
You can say:
“Please allow me to assist you with your check-in.”
“You may relax. I will take care of everything.”
If possible:
- Offer water
- Offer a seat
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5. Making the guest feel relaxed
Many guests arrive tired from long travel. A good receptionist helps them feel calm and supported. Kind behavior and patience reduce stress. Offering help and showing understanding make the guest feel safe. When guests feel relaxed, they trust the hotel more. A peaceful check-in experience is very important in a five-star hotel. The goal is to let the guest feel cared for and free from worry from the first moment.
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6. Explain what you are doing
Guests feel happy when they understand.
Example:
“I will check your reservation now.”
“This will take about two minutes.”
“After this, I will give you your room key.”
This makes the guest feel calm and confident.
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6. Explaining the process
Explaining each step of check-in helps guests feel confident. When guests know what is happening, they feel more comfortable. Clear information reduces waiting stress and confusion. The receptionist should explain the process in a simple and calm way. This shows organization and professionalism. In a luxury hotel, guests expect smooth and clear service. Good explanations show respect for the guest’s time and improve the overall experience.
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7. Be calm, even with difficult guests
In a 5-star hotel:
- Never argue
- Never show anger
- Never say “No” directly
Instead of:
“That is not possible.”
Say:
“Let me check what I can do for you.”
or
“Allow me to see the best solution.”
Your calm voice = luxury service.
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7. Staying calm with difficult guests
Some guests may feel upset or impatient. A professional receptionist stays calm and polite at all times. Showing understanding helps reduce tension. Arguing or showing anger damages the hotel’s image. A calm response shows confidence and control. In a five-star hotel, problems should be handled quietly and respectfully. The goal is to find a solution while keeping the guest comfortable and maintaining a high service standard.
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8. End the welcome in a warm way
Before the guest leaves the desk, say something kind.
Examples:
“If you need any help, please contact the front desk.”
“We wish you a pleasant stay with us.”
Smile again. Eye contact again.
The last feeling is as important as the first.
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8. Ending the welcome warmly
The end of the first interaction is very important. A warm and polite ending leaves a positive feeling. Guests should feel supported and confident after check-in. Clear guidance helps them know what to do next. A friendly attitude shows ongoing care. In a luxury hotel, the last moment at the desk should feel just as welcoming as the first. A good ending helps create a memorable and pleasant stay.
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Simple rule to remember
A 5-star first impression means:
- Calm
- Polite
- Clean
- Personal
- Never rushed
You are not only checking in a guest.
You are welcoming them to their experience.
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