- simple tips and daily tasks to make guests feel like royalty
🧑💼 Front Desk Staff
Stay professional under pressure
→ When the lobby is busy, it is important to stay organized and calm.
Welcome guests with a smile
→ The front desk is the first contact point. A warm welcome sets the tone for the guest’s stay.
Check guests in and out quickly
→ Fast, correct service makes the guest feel valued. Long waiting times can make guests unhappy.
Give clear information
→ Guests often need details about breakfast times, Wi-Fi, the gym, pool, or local attractions. Clear answers prevent confusion.
Answer the phone politely
→ A kind voice on the phone builds trust. Always say hello, give the hotel name, and speak slowly and clearly.
Help with problems
→ For example, if a key card does not work or if a guest’s room is too noisy, front desk staff must listen carefully and solve it quickly.
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Setting:
The manager’s office at the Grand Horizon Hotel, a luxury 5-star hotel. Ms. Elena Carter, the manager, is sitting at her desk.
Mr. Raj Patel, the assistant manager, comes in for a meeting about guest service at the front desk.
Elena: Good morning, Raj. Please come in. How are you today?
Raj: Good morning, Ms. Carter. I am fine, thank you. And you?
Elena: I am very good, thank you. Today, I want to talk about the front desk. It is very important. The front desk is the first place our guests see when they arrive. If our staff is polite, organized, and friendly, guests feel welcome and happy.
Raj: Yes, I agree. A friendly welcome can make the guest’s day very good. It is the first impression, and the first impression is very important.
Elena: Exactly. When the lobby is busy, the staff must stay professional under pressure. For example, imagine ten guests are at the front desk at the same time. Staff must stay calm, not speak too fast, and keep everything organized. If they are nervous, the guests can feel it, and they may become unhappy.
Raj: That is true. We can remind them to take a deep breath and smile, even when it is busy. A smile is simple but very effective.
Elena: Yes. Also, check-in and check-out must be fast and correct. Guests do not like to wait a long time. For example, if a guest comes after a long flight, they want to get to their room quickly. Fast service shows that we respect their time.
Raj: I agree. But we must also be careful. We cannot make mistakes with room numbers, names, or bills. Fast and correct is the key.
Elena: Very good. Another important point is giving clear information. Guests often ask about breakfast time, Wi-Fi, the gym, the pool, or local attractions. Staff must answer clearly and politely. If the information is not clear, guests can be confused or upset.
Raj: Maybe we can make a small sheet for the staff with all important information. Then they can answer quickly and correctly.
—————–end of audio————-
Elena: Excellent idea. And the phone is very important too. Staff must answer politely. They should say: “Good morning, Grand Horizon Hotel, how can I help you?” Always speak slowly and clearly. A kind voice builds trust.
Raj: Yes, Ms. Carter. Sometimes guests call when they are tired or upset. A polite voice can make them feel better.
Elena: Exactly. And of course, we must help with problems quickly. For example, if a key card does not work, or if a room is too noisy, staff must listen carefully and solve the problem. They must never say: “I don’t know.” They should try to find a solution fast.
Raj: Yes. We can give the staff examples. For example, if a guest says: “My room is too noisy,” we can offer another room quickly. If the key card does not work, we can make a new one in two minutes.
Elena: That is right. Small actions make a big difference. Guests notice if we care about them. And this is what a 5-star hotel should do.
Raj: Should we also talk about teamwork? Sometimes staff work together, and sometimes alone. They need to help each other.
Elena: Very good point. Teamwork is very important. If one staff member is busy, another can help. For example, one can answer the phone while the other checks in a guest.
Raj: Yes, and also, staff should always greet guests with a smile. Even if they are tired or busy.
Elena: Correct. A smile, politeness, clear information, and fast service — these are the most important things.
Raj: I think we can also give small tips for difficult situations. For example, if a guest is unhappy, the staff can say: “I am very sorry. Let me help you.” This shows care and respect.
Elena: Excellent idea, Raj. And one more thing — staff should remember the names of regular guests when possible. It makes guests feel special.
Raj: Yes, Ms. Carter. I will remind the team to practice remembering names and always using polite words.
————-end of audio————
Elena: Good. If we follow all these rules — stay calm, smile, be polite, give clear information, check in/out fast, answer the phone politely, help with problems, and work as a team — our guests will be happy. They will write good reviews and return to our hotel.
Raj: I understand. I will prepare a training session this afternoon. We can practice checking in, answering the phone, giving information, and solving problems.
Elena: That is perfect, Raj. Let’s make sure our front desk service is the best in the city. Thank you for your help.
Raj: Thank you, Ms. Carter. I am excited to start and help the team improve.
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