Institute of Hotel Management, Hajipur
Front Office Practical Kit
List of some commonly used polite words, phrases and sentences
during guest interaction, in the Hospitality Industry.
Good morning\afternoon\
evening\night\day!
Please
What would you prefer?
Excuse me, Ma’am\Sir!
You are welcome!
Sure, Sir!
Welcome to Hotel
IHM!
Enjoy your stay.
Enjoy your trip.
Pardon me\Beg
your pardon!
Please be seated.
Have a nice day.
May I know your
good name,
Ma’am?
May I ask…?
Is there anything
else I can do for
you?
How may I be of
service to you?
May I offer you a …
Is everything satisfactory?
Allow me…
Is there anything else I can
do for you today?
Please let me
check…
We hope to see you again
soon!
If you don’t mind,
may I call you back
Have a safe trip home!
Good night
Good bye
How may I assist you?
May I suggest…
Of course!
If you please…
Thank you for choosing
our hotel.
Please make yourself
comfortable.
How was your stay?
I apologize for the
inconvenience.
I regret to inform you
that…
I am sorry to know
that.
I’ll get back to you on
this shortly.
May I place your call
on hold for a moment,
please?
Thank you for staying
on the line.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
Page 1
Institute of Hotel Management, Hajipur
Front Office Practical Kit
Please sign here.
Please step in.
in 5 minutes?
Your good name,
please?
Definitely!
Please follow me.
I’ll just be with you in a
moment.
As you wish.
One moment,
please!
Yes, please.
Thank you, Ma’am!
Could you spell that,
please?
Positively!
Please watch your
steps.
Would you like to
have…?
Please come in.
List of Some of the Avoidable Words, Phrases & Sentences during
Guest Interactions:
Yeah!
That’s not my fault!
That’s not possible.
Hello/ Hi
That’s not my work/
department/
responsibility!
Okay
Why?
You are wrong.
Bye
My boss is useless/
incompetent.
I don’t know!
What?
He/she is wrong.
See ya’!
This hotel is terrible!
I hate working here!
Guest Interaction Foundation: (From “Taj Brand Standards”)
The four steps of Service are the basic foundation of Hospitality. Guests
should experience personalized, refined, warm and caring service.
1- While interacting with the guest, associates will maintain eye
contact; have a pleasant expression and a smile on their face.
Associates will speak clearly and use the guest’s surname
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
2-
34-
567-
8-
9-
(prefixed with appropriate English salutation, such as Mister,
Missus, and Miss etc) in a natural manner.
Telephone service will be attentive and all calls will be answered
within 3 rings. Guest’s permission will be sought (asked) before
putting them on hold. No guest will be kept on hold for more than
10 seconds. In case the waiting period is longer, the associate will
offer to call back and do so within 5 minutes. The guest’s surname
will be used in a natural manner, but not more than twice, during
telephone conversation.
Guests should not hear any background noise while talking on the
phone.
Associates will adhere to prescribed standards of grooming and
hygiene. Their uniform will be in excellent condition and well
laundered. Associates will always wear a clearly visible name-tag.
Associates will escort the guest at all times rather than simply give
directions.
Associates will communicate all guest preferences and feedback,
and will ensure that this feedback is recorded.
Associates will own, resolve and report all guest complaints and
difficulties that come to their attention, breaking away from their
routine work to solve guest problems.
When handling guest complaints or comments, associates will
listen fully, calmly and sincerely. Apologize for any inconvenience
and precisely describe the action that will be taken and follow up
immediately.
Guests will never be told, “No”, but will be offered alternative
solutions.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
10If problem requires a response from another associate, all
details will be carefully passed on to him\her, so that the guest
never has to repeat the problem or question.
11All seniors must respond to all complaints within 24 hours.
12Guest’s requests, orders and complaints will be repeated by
the associate to confirm accuracy.
13Associates should never use the guest elevators, only service
elevators.
14In case of “Do not disturb” signs, never disturb the guest.
15The guest’s privacy and confidentiality will be maintained at
all times.
16Associates must try and anticipate guest’s needs so that the
guest doesn’t ever have to ask for anything.
17Fax, packages etc will be delivered to the guest room within
15 minutes of being received.
18Messages will be placed on the writing desk in the guest
room, in case the guest has not placed a locator with the Front
Desk.
19All complaints must be immediately passed on to the head
of the department\property to ensure the complaints are
definitely resolved.
The Front Desk is the centre of every property. It’s where the guest
experience begins and ends and it’s a communication hub for the entire
staff. When you work at the Front Desk, you perform a wide variety of
duties. Looking after the guests’ needs or the co-workers’, your skills
and attitudes, the procedures of the job; they combine to create a
unique profession, the art of hospitality.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
Page 4
Institute of Hotel Management, Hajipur
Front Office Practical Kit
Reservation Procedure: All guests\callers will receive a very warm yet
efficient, personal consultation on the hotel facilities, service and
products. Service will be crisp, knowledgeable, courteous and sensitive
to the guest’s time and needs. The conversation will be tailor-made
(purpose of visit, previous experience etc.) to the guest’s unique needs
and will be dedicated to assisting the guest in selecting the ideal
accommodation.
Pick the phone before three rings and speak in a normal, clear voice.
Take the caller’s permission before placing their call on hold. Do not put
the call on hold for more than 10 seconds. If the wait is longer, offer to
call back and do so within 5 minutes of the call. Use the guest’s
surname prefixed with the appropriate title, such as Mister, Missus and
Miss. However, do not use the guest’s surname more than twice in the
entire conversation.
A suggested script is outlined below.
Reservation Assistant: Good Morning! Thank you for calling Hotel IHM.
This is (name) and how may I assist you?
Caller\Prospective guest: Good morning. I need a reservation.
Reservation Assistant: Sure, Sir! What is the purpose of your visit to
our city and May I know your good name, please?
Caller: I am coming for some business meeting and, Oh yes! My name is
Vineet Das.
Reservation Assistant: Thank you Mr. Das! Could you please spell your
name, Sir?
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Vineet Das: It’s V-I-N-E-E-T and D-A-S.
Reservation Assistant: Thank you, Sir! And may I note down you
address, please?
Vineet Das: Yeah, sure! It’s C-11, Fourth Floor, Regent Apartment, Bose
Avenue, Bhopal.
Reservation Assistant: And your contact number, please?
Vineet Das: 8-5-2-3-4-5-6-7-8-9.
Reservation Assistant: Thank you, Sir! Is this booking for your personal
use or you are making the booking for someone else?
Vineet Das: It’s for my personal use.
Reservation Assistant: Right, Sir! The booking is from what date and for
how many days?
Vineet Das: We would be checking-in on 21st of April and we plan to
stay for about three days.
Reservation Assistant: Have you stayed in our hotel before?
Vineet Das: No, this is the first time I’ll be coming to your hotel!
Reservation Assistant: And what type of room would you prefer; single,
double, twin or a suite?
Vineet Das: I require a twin room. Can you tell me the charges?
Reservation Assistant: The tariff for a twin room would be rupees
10,000/- plus taxes.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Vineet Das: How much would be the price with taxes?
Reservation Assistant: It would be approximately 12,900/- per day, Mr.
Das! May I proceed with the reservation, Sir?
Vineet Das: Yes, please.
Reservation Assistant: Sure, Sir! May I place your call on hold for a few
seconds while I check the room availability on the dates requested by
you?
Vineet Das: Go ahead. No problem!
(Music to play in the background while customer waits)
Reservation Assistant: Thank you for staying on the line, Sir! The rooms
are available on those dates. Should I confirm the reservation for you?
Vineet Das: Ok.
Reservation Assistant: Before confirming, I need to ask your preferred
mode of payment. Would you like to pay by cash or credit card?
Vineet Das: Do you accept all credit cards?
Reservation Assistant: Yes, Sir! We do accept all valid credit cards.
Vineet Das: I would be using an American Express Card.
Reservation Assistant: May I have your credit card number and the
expiration date, please?
Vineet Das: It’s 3-7-5-9-8-7-6-5-4-3-2-1-0-0-1 and the expiration date is
January, 2022.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
Page 7
Institute of Hotel Management, Hajipur
Front Office Practical Kit
Reservation Assistant: I would just repeat your credit card number. It’s
3-7-5-9-8-7-6-5-4-3-2-1-0-0-1 and the card expires on January, 2022. Is
that correct, Sir?
Vineet Das: That’s correct.
Reservation Assistant: Would you like us to make any special
arrangements for you on your arrival, Sir? Like, airport pick-up, or a
baby cot or any special amenities in the room?
Vineet Das: No, nothing. Thanks.
Reservation Assistant: You are welcome, Sir! If you would like to
receive a written confirmation of your booking from our side, please
share your e-mail address with us.
Vineet Das: It’s v-i-n-e-e-t-d-a-s-1-9@gmail.com
Reservation Assistant: You shall receive a written confirmation of your
booking by today evening. Thank you for choosing Hotel IHM. We do
look forward to having you with us on 21 st of April, Mr. Das! Have a
pleasant day!
Vineet Das: Thank you. Good Day!
Sequence of Reservation Simplified:
1. Greet.
2. Ask for name. Surname first.
3. Booking for own use or someone else.
4. Address
5. Calling purpose (Booking\cancel\amend).
6. Date of reservation and number of days\nights.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
7. Type of room. (Single\double\twin\suite)
8. Number of persons.
9. Check availability of room.
10.
If not available, give options.
11.
If available, ask for mode of payment.
12.
Ask for advance.
13.
Ask if confirmation of booking is needed.
14.
Special arrangements needed, if any.
15.
Repeat details of booking.
16.
Thank the caller.
Check-In Procedure: All guests will experience a smooth and efficient
check-in, while receiving a warm welcome and personal recognition.
1- The Guest Relations Executive (or first contact staff) will actively
greet airport transfer guests by surname (prefixed with
appropriate title like Mister, Missus or Miss), smile, make eye
contact and speak clearly in a friendly and welcoming manner.
Guests will also be greeted by the doorman, FO assistant and
butler.
2- All airport pick-up guests will be escorted to their room and
checked-in.
3- All guests without hotel airport transfer will be escorted to the
reception for check-in and thereafter, will be escorted to their
room. All guests will be acknowledged immediately.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
4- A welcome drink will be offered to all club and suite users. The
welcome drink offered will be either Champagne or fresh fruit
juice.
5- Fruit and other amenities will be put in place before arrival. The
guest will not be disturbed after check-in is complete.
6- Guests will be reassured of their room being ready and
preferences incorporated.
7- On arrival, the length of the stay will be re-confirmed.
8- Associates will use hotel phraseology while escorting first-time
guests. For the repeat guests, associates will engage in polite,
appropriate conversation.
9- The registration card will be fully completed, in advance, with all
details provided during the reservation process; the rate will be
pointed out (not verbalized) and the number of nights confirmed
(not the departure date). The room number will be pointed out,
not verbalized.
10All arriving guests will be issued a standard key card.
11Baggage will be placed on luggage racks, right side up.
Airline security tags and security belts will be removed using a pair
of scissors after taking the guest’s permission.
12Guests will not wait longer than 10 minutes for baggage
delivery once they have arrived in the room.
13The associates will pro-actively ask whether the guest
requires any other assistance.
14Physically challenged guests must be made familiar with and
advised of special services available for them.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
Page 10
Institute of Hotel Management, Hajipur
Front Office Practical Kit
15All “Special Attention (SPATT)” and Club Room guests will
receive a handwritten and personalized note from the GM\RM. All
other guests will receive a welcome letter signed by the GM\RM.
16Lady guests will never be allotted interconnecting rooms.
They will be allotted a room designated for ladies by the hotel or
close to elevator.
17In case of non-availability of a ready room, a complimentary
(free) meal, beverage or service must be offered. (Courtesy- Taj
Brand Standards)
A sample conversation is given below. (From AHLEI Video “Quality
Service- From Check-in to Check-out”)
Receptionist: Good morning! How may I assist you?
Guest: Checking-in. Williams. (Gives the confirmation number)
Receptionist: Thank you, Mr. Williams! (Types the name in computer
and the detail flashes on screen)……….Mr. Cal Williams! You reserved a
non-smoking room, with a king sized bed for an early arrival?
Cal Williams: Right.
Receptionist: The room has been confirmed at this rate (shows). If you
are pleased, verify the information and sign right here.
(Swipes the credit card given by the guest, takes out the key and a keycard)
Your key is in the envelope Mr. Williams and this is your room number.
Elevators are off to the right. The vending machines are here and here
(on a locator map).
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Is there anything else I can do for you today?
Cal Williams: No, thank you!
Receptionist: Enjoy your stay, Mr. Williams!
Steps of Registration simplified:
1. Greet. Ask for name.
2. Confirm room type booked. Check duration, too.
3. Ask for mode of payment.
4. Swipe credit card.
5. Present credit card voucher for pre-authorization.
6. Present Guest Registration card (GRC). Indicate room rate.
7. Ask for a valid identity proof with photograph.
8. Present card key\key card.
9. Present Locator map of the hotel.
10.
Ask for any further assistance.
11.
Inform about luggage-up time (5-15 minutes).
12.
Say, “Enjoy your stay”!
Sample sentences to be spoken by FOA at registration (simple):
-Good afternoon, Ma’am\Sir! Welcome to hotel IHM. I am (name short,
no surname, please). How may I assist you today?
Guest- I have a reservation.
-May I know your good name please?
-Could you please spell your name for me?
-Ma’am\Sir! You have booked a single room, on the first floor, with a
sea-view. Is that correct?
-How would you like to pay your bills, Ma’am\Sir?
-May I have your credit card, please?
-Ma’am\Sir, This is a credit card voucher. Please pre-authorize it with
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
your signature over here.
-This is your Registration card. Your room has been booked at this rate
(point-out, don’t say aloud), and from this date to this date. Please
verify the information and sign here.
-Would you have some kind of Id proof, like Aadhar, Voter card, driving
license etc.?
-Ma’am\Sir, this is your room key. The room number is here (point out)
and this is the Wi-Fi password.
-This is our hotel locator map. Vending machines, ice machines are here
and elevator is on to your left.
-Is there anything else I can do for you, today?
-You luggage will be sent to your room within 10 minutes. The bell boy
will escort you to your room now.
-Have a pleasant stay with us, Mrs.\Mr.\Miss (name).
Bell Service\ Luggage Handling Procedure:
A Bellman\Bellboy is a hotel employee who carries baggage and does
other errands for the guest. In a large hotel, a Bell Captain is in charge
of the Bellmen.
Bellman’s duties include opening the front door, moving baggage,
calling cabs, performing basic concierge work and responding to the
guest’s needs.
When check in procedure is completed, a Bellman is called upon to
carry the guest’s belongings up to their room. In addition, the Bellman
also shows where to locate light switches, other equipment and also
explains\demonstrates how to operate weather control unit (ac), TV,
and other electronic or digital appliances.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Bellman runs other errands like delivering mails, messages and faxes;
paging (locating a guest with the help of a Page Board), buying stamps
and medicines, giving wake-up calls and delivering morning
newspapers.
Given below is a sample conversation between a guest and a Bellman
upon arrival.
Bellman: (Opening the car\limousine door) Good morning, Sir!
Welcome to hotel IHM.
(Opening the boot of the car) May I transfer your luggage to the Lobby,
Sir?
Guest: Please do. Thanks.
Bellman should move forward briskly, open the main entrance door,
and stand in a bowed posture, gesturing to the guest to step in to the
lobby\foyer.
(Pointing towards the Front Desk with an open palm gesture) The
Reception is over there, Sir!
Transfer the guest baggage to the Bell Desk; put them through the
standard security mechanism like scanning machines, metal detectors
and sniffer dogs, where available. Then put the luggage tag on each
piece of baggage and wait for the check-in process to get over.
Receptionist: (summoning the Bellman through phone or the Bell)
please take\escort Mr. Das to room number 416.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
Page 14
Institute of Hotel Management, Hajipur
Front Office Practical Kit
Bellman: Sure, Sir! I’ll show you to your room. Could you please verify
the number of your baggage, please? This way, Sir! (Go to Bell Desk) Is
this all your baggage? How many pieces of baggage do you have, Sir?
Guest: 5 pieces, I think!
Count the number of bags, suitcases, hand bags, packages and
overcoats etc. Put the room number on each tag and hand over the
counterfoil to the guest.
Bellman: Mr. Das! These are your claim-tags, 5 in total. We shall bring it
up to your room in about 10 minutes time. Is there anything valuable or
breakable in your bag? For valuable items, I suggest you use the Safety
Lockers available at the Front Desk.
Guest: No, nothing valuable or breakable in the baggage.
Bellman: I shall escort you to your room. The elevator is over there.
Walk briskly forward, and open the elevator door. Keep the button
pressed to prevent untimely closing of the door. Gesture the guest to
step in.
-Please step in, Sir!
When everyone has entered the elevator, step inside carefully. Stand in
the front, facing the elevator door. Avoid touching or looking at the
guest. Avoid talking too, unless initiated by the guest himself or herself.
Upon reaching the designated floor, step out and wait for the guest to
step out.
-This way, please! This is your room, Sir! The room number 416.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
-Insert your card here to open the door. (Show how to open the door)
-Insert your card key in this slot to switch on the power supply. When
you take it out, it automatically shuts-off the power supply.
Guest: Ok.
Bellman: (switching on the lights) how do you like your room, Sir?
Guest: It looks nice. I like it.
Bellman: Do you mind if I put these handbags here on the luggage rack?
Guest: No, put them anywhere.
Bellman: Sir, this is the thermostat. You can adjust the room
temperature if you don’t feel comfortable.
Guest: I see.
Bellman: This is the TV remote control. You can get any channel of your
choice.
Guest: Thanks. By the way, where can I get the directory of services? I
need to know about the hotel services.
Bellman: It’s here in the drawer. Is there anything else I can do for you?
Guest: No, thanks. You’ve been really helpful. Thank you very much.
Bellman: You are welcome. If you need any assistance, please call up
the Guest Services Control Desk or the Front Desk.
Guest: Sure. Bye.
Bellman: Good day, Sir! Enjoy your stay.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
Page 16
Institute of Hotel Management, Hajipur
Front Office Practical Kit
Acknowledge and graciously accept any gratuities (TIPS) the guest may
offer you. However, never solicit (ask for) it or wait longer than normal
to hint at getting TIPS.
Answering queries\questions procedure: Be polite, precise and
prompt in your response to guest queries.
Situation 1:
Guest: When would the Harvard festival end?
Information Assistant: The Harvard festival runs till Wednesday. And
the admission is 5 dollars per person.
Guest: Great, thanks!
Information Assistant: You’re welcome!
Situation 2:
Information Assistant: Good Morning! Can I help you?
Guest: (showing a letter) can I have it mailed here?
Information Assistant: Sure! I’ll have it mailed for you.
Guest: Thanks!
Information Assistant: You’re welcome!
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
Page 17
Institute of Hotel Management, Hajipur
Front Office Practical Kit
Check-Out Procedure: At check-out, guests will be provided a quick
and discreet departure, while conveying appreciation, warmth and
recognition in order to create a lasting impression.
1- Guests will not wait longer than 5 minutes for baggage assistance
once the bell associate is called.
2- If there is a delay in check-out, a facilitator (Duty Manager or
Guest Relations Executive) will assist guests. In either case, the
total time for check-out should not exceed 10 minutes.
3- In case the guest disagrees with the Mini Bar consumption details,
an amount not exceeding 2,000/- may be waived (reduced)
without any further discussion.
4- Every guest will be thanked and asked whether they enjoyed their
stay, and the associate will respond effectively and personally.
Duty Managers\ Club Managers will handle all discrepancies\
queries.
5- Guests will be asked whether their car should be brought around
(if valet-parked), or whether a limousine\taxi should be called (as
applicable). For all guests availing of the hotel car for transfers,
the car should be waiting at the porch at the time of the
departure.
6- All bills will be presented professionally and aesthetically and will
be completely accurate. Hotel bills will be neatly and legibly
printed, folded carefully and placed in an envelope.
7- The Front Office associate will thank guests, using their surname
(respectfully pre-fixed with the appropriate English salutation
such as Mister, Missus, and Miss) and a sincere sentence inviting
guests to return and to have a pleasant\safe journey home.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
Page 18
Institute of Hotel Management, Hajipur
Front Office Practical Kit
8- All guests will be escorted and addressed using hotel phraseology,
from the cashier’s desk to the car\limousine.
9- Baggage will be loaded into the waiting car\limousine, without
additional guest instructions or supervision.
10Guests will be requested to verify the baggage count before
the boot of the car\limousine is closed.
11All guests will be given a fond farewell, which will not end
until the car\limousine has pulled away from the porch.
12The chauffeur (driver) must know the guest’s flight details
and should check with the Travel Desk as to whether the flight is
on time.
13The chauffeur must assist the guest by providing a baggage
trolley at the airport.
14An airport representative will meet special attention guests
and will facilitate the check-in process at the airport.
15The chauffeur must thank the guest for staying at the hotel
and wish her\him a safe journey.
A sample conversation for the check-out procedure is given below.
Cashier: Good Morning, Mr. and Mrs. Parker! How may I assist you?
Mrs. Parker: Checking out.
Cashier: Will you be returning to your room?
Mrs. Parker: No.
Cashier: May I have your room number, please?
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
Page 19
Institute of Hotel Management, Hajipur
Front Office Practical Kit
Mrs. Parker: 204.
Cashier: Thank you! How was your stay?
Mr. Parker: Everything was just fine.
Cashier: Thank you. Would you have any charges this morning?
Mrs. Parker: (To her husband) did you buy anything?
Mr. Parker: Nope!
Mrs. Parker: (To the cashier) No, Nothing today.
Cashier: Alright. (Takes a print-out of the bill)
Cashier: If you please just look this (bill) over and make sure it’s
accurate!
(Mr. and Mrs. Parker check the charges in the folio.)
Cashier: Would you like to keep that on the same (credit) card?
Mrs. Parker: Yes.
Mr. Parker: The bill is correct.
Cashier: And if you please, just sign here. (Mr. Parker signs) Did you
bring your room key with you this morning?
Mr. Parker: Yeah! Here it is.
Cashier: Thank you! (Takes the key and hands over the bill print-out to
the guest)
Thank you for staying with us. Hope to see both of you again, soon.
Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar
Praveenjha1971@gmail.com; Hospitality Career Guide Blog
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Mrs. Parker: Thank you.
Cashier: Good Bye.
Check-out Procedure Simplified:
1. Greet.
2. Ask for room number.
3. Ask if they will return to their room. Take keys if they say ‘no’.
4. Ask for morning charges (purchases).
5. “How was your stay?”
6. “How would you like to settle your bills, please?”
7. Present bill and supporting vouchers. Obtain signature on the bill.
8. Thank.
9. Ask for future bookings.
10.
Good bye.
General Guidelines:
 The first step in any guest interaction is to give the guest your full
attention and a cheerful greeting.
 If the guest has a reservation, verify the room rate, length of stay,
number of people in the party and the type of room reserved.
 Ask the guest to verify the information on Registration card and
sign it.
 Walk-in guests should be asked to fill the necessary details.
 Ask the guest for the method of payment.
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Institute of Hotel Management, Hajipur
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 Guests who pay by cash must pay in advance, and are not allowed
to charge hotel services. Follow your property’s procedure in
marking the guest as PIA (paid-in-advance).
 Follow your property’s procedure in securing identification. For
guests using credit card, check the expiration date and compare
the two signatures (one on the credit card reverse and other on
the Guest Registration Card.)
 Obtain authorization (swipe the credit card in the EDC), then
imprint the credit card on the registration card and the
appropriate credit voucher\charge slip.
 When you decide where to room a guest, consider the hotel’s
perspective (view). Know your property’s status codes so you
always know which room is available.
 Try to fill the best rooms which fit the guest needs. These will
show-off your property and boost revenue.
 Be aware of all marketing programs offered by your property,
such as senior discounts, VIP clubs, weekend packages and
frequent traveler programs.
 When possible, keep the occupied rooms together to help the
housekeeping, security and energy efficiency.
 From the guest’s perspective, consider security issues such as
rooming single female travelers above the ground floor, close to
stairways and elevators, and out of connecting rooms.
 Offer families connecting rooms and place them close to
recreation facilities.
 Assign appropriate rooms to guests with disabilities and offer the
choice of smoking or non-smoking rooms where available.
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
 Once you have selected an appropriate room, you can conclude
the check-in by rooming the guest.
 Start by pointing out the room number. Don’t say it loud.
 If necessary, let the guest know how to use the key or key-card.
Also, explain the availability of secondary locking systems and
emergency procedures (like fire, terror attack, earthquake, flood
etc.)
 Give the guest clear directions to their rooms using a locator map.
 Indicate the best places for the guest to park and enter.
Also, show the guests where vending and ice-machines are located.
And ask, “Is there anything else I can do for you today?”
“No, thank you.”
“Enjoy your stay.”
In about two minutes, Janice (FOA) has put the guest into an
appropriate and comfortable room. She took the precaution to ensure
payment and created a favourable first impression of her property.





Greet the guest.
Register the guest.
Establish payment method.
Assign an appropriate room.
Room the guest.
Procedures for some special situations during check-in:
Handling busy situations:
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Acknowledge other guests (waiting) in line.
“I’ll be with you in a moment, Sir!”
Stay calm and hospitable to your guests.
If you anticipate a delay in service, excuse yourself and get help from a
co-worker.
Tracking a missing reservation:
Reception Assistant: Good morning! May I assist you?
Guest: I am here to check-in.
Reception Assistant: Sure! May I know in what name do we have your
reservation?
Guest: The name is Parr.
Reception Assistant: Can you spell it, Sir?
Guest: P-A-R-R.
Reception Assistant: Thank you, Mr. Parr!
(After confirming the spelling, tactfully ask if the guest has a reservation
confirmation number.)
Reception Assistant: I apologize, Mr. Parr! I’m having difficulty locating
your reservation. Would you have any confirmation number?
Guest: No. my assistant took care of all that!
Reception Assistant: Perhaps we’ve mistakenly placed it in her name!
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Guest: Okay. Her name is Wilson. Mary Beth Wilson.
Reception Assistant: Okay.
(Don’t alarm the guest. If rooms are available, have them fill out a blank
registration card.)
Here are some other things that you can do to track a missing
reservation.
1. Check under future dates and under No-Shows.
2. Ask the name of person’s company name or group.
Reception Assistant: Mr. Parr! We have plenty of rooms and we will
be pleased to have you as our guest. Can I ask you if you are here
with a company or a group?
Guest: I am here on business but I am here just by myself.
Reception Assistant: I apologize for the inconvenience. There are a
lot of hotels in this area with the same chain. Perhaps you are
misdirected to the wrong hotel.
(If the guest is at the wrong property, offer them either direction to
the correct property or to cancel their reservations.)
Resolving Credit Problem:
(Credit problems are an unpleasant experience for the guests. Here
is how to handle them in a hospitable way.
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Front office assistant: I am sorry Mr. Peterson! The amount of your
stay wasn’t approved. Is there another card you would like to use?
(Request alternate form of payment)
First, quietly and politely request for an alternate form of payment.
Guest: You must have made a mistake!
(Offer assistance)
Offer the guest the use of a phone to talk to the credit card
company.
FOA: I could call the credit card company so you could speak with
them?
If necessary, move the guest away from others to avoid creating a
disturbance. For any credit card problems, follow the procedures of
your property and the credit card company. And as always, treat the
guest with courtesy and respect.
Handling non-guaranteed reservations:
Receptionist: I am sorry for the misunderstanding Mrs. Cline.
Unfortunately, a confirmed reservation only holds your room until 6
(pm).
(Explain policy)…and you would have needed a guaranteed
reservation to hold your room after 6. I am very sorry for the
inconvenience.
Mrs. Cline: What am I supposed to do now?
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Receptionist: If you would like, I could call another hotel for you and
make arrangements for some transportation!
Mrs. Cline: Really! That would be a big help!
(Anticipate problems like these by staying informed of availability
(room) at other properties nearby.)
(Encourage guest to return)
Receptionist: I hope the rest of your trip goes more smoothly, Mrs.
Cline! And I hope you give us a chance to make it up to you next
time?
Mrs. Cline: I’ll think about it, But only if I can get my company to
guarantee my reservation.
Walking a guest to other accommodation: (refusing
accommodation to a guest with guaranteed reservation)
If you ever encounter a situation in which you can’t accommodate a
guest with guaranteed reservation, follow these guidelines.
1.
2.
3.
4.
Before the guest arrives, be prepared.
Know the availability at closest comparable properties.
Know the transportation options for getting the guest there.
And above all, know your Company’s policy for handling such
situations.
Front Desk Assistant: Hello, Sir! May I assist you?
Guest: Yes, a reservation for Brian Sinclair.
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Front Desk Assistant: I apologize, Mr. Sinclair! We have your
reservation but we are unable to accommodate you here this
evening.
(Your attitude is the key to this encounter. Be calm\Empathetic and
confident. If you seem uncertain and worried, you make the guest
feel worse about an unpleasant situation.)
Mr. Sinclair: That’s ridiculous! I thought I had a guaranteed
reservation?
Front Desk Assistant: You are right Mr. Sinclair! You had the correct
type of reservation. I am very sorry we cannot accommodate you
here this evening…….
(Reassure the guest that they did not make a mistake. Avoid
explaining why the situation has occurred. Instead, explain what you
can do to help the guest.
…..but I can tell you what I have done for you to make other
arrangements.
(Explain the transportation and lodging options available to the
guest.)
……Since you have reserved a stay for two nights, so I would like to
offer you a choice of returning to us tomorrow night.
(If the guest has reserved a multiple night stay, offer the guest the
option of returning to your property.)
Mr. Sinclair: I don’t know. I’ll think about it.
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Front Desk Assistant: Thank you, Mr. Sinclair! I’ll check for messages
and notify the operator where to forward your calls.
Front Desk Assistant: We have no messages Mr. Sinclair! Thank you
for being so understanding.
These skills will help you keep the Front Desk running smoothly,
even when things don’t go according to plan.
Refusing accommodation to a guaranteed reservation simplified:
1. Greet.
2. Apologize.
3. Reassure that no mistake has been made.
4. Redirect. Give at least two options.
5. Offer to return.
6. Check for any messages.
7. Notify the operator where to forward guest calls.
8. “Thank you for being so understanding, Mrs.\Miss\Mr.
(name).”
Services during the stay:
Once the guest has checked in, you may become responsible for
taking care of their need during their stay. You do this in two ways;
by providing guest services and to teamwork with the rest of the
staff.
The Front Desk is the communication centre of every property. That
means you maintain the flow of the information to and from the
guests.
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Your duties would include serving as an information source, handling
correspondence, operating the phone system and providing business
services.
You answer more guest queries than anyone else on the property.
Giving Information: (Sample conversation)
Front Desk Attendant: The pool is open from 7 AM to 10 PM.
Front Desk Attendant: The Ante Room is down this corridor. It’s the
second door on the left.
Front Desk Attendant: There are vending and ice machines next to
the centre of the stairway on each floor.
(You also provide information about the local area.)
Front Desk Attendant: It’s a white, three storied building, and three
blocks from here on Sentinel Street.
Front Desk Attendant: Yes, the Harvard Festival will be running
through till Wednesday. The admission is 5 dollars per person.
Front Desk Attendant: The fare would be about 6 dollars if you go by
a taxi.
Front Desk Attendant: The Central Grill (Restaurant) is open till 10
PM.
Giving directions is a skill you’ll have to use frequently. Here are
some guidelines.
1. Establish a starting point:
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
It’ll take you about 10 minutes to get to the airport from here. Are
you allowed to park by the foyer?
2. Use Right, Left and Straight directions rather than East, West,
North and South.
3. Use open palm gesture to indicate direction and avoid pointing
with one finger.
 The parking area is in front of the hotel.
 Behind the Golf Course is our Club building.
4. Use Street names and mention any landmarks.
You follow the Preston Street for about a mile till you see the
Farmer’s market at the corner. That’s Airway Boulevard. Turn
right.
(Remember, guests may be unfamiliar with the area so avoid
short-cuts and describe simplest route.)
…You follow the Airway Boulevard as it begins to curve to the left.
Follow that for about half a mile and the nearest airport entrances
are on the left. There are signs marked on the route all the way so
you won’t have any difficulty in finding it.
Some common words and phrases to help in showing directions
to a guest:
In front of
Go straight
Across the corridor
Near
Over there.
Down there.
Behind
Take the elevator
On the next floor
Besides
Take the stairs.
Ground\first\second
floor
Above
Take the stairs
Next to
going down
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Front Office Practical Kit
To the left
On your right
Turn right
Walk about twenty
steps
The washroom is…
Step-out
The cross-roads
Busy Intersection
Skyway
City centre
Market place
Underneath
Take the escalator.
Turn to your left
Go\move forward
On return…
Airport
The fence
Drive-in
On your way back…
Railway station
Main Entrance
Drive-through
Lounge
Step-in
The round-about
Sidewalk/ Footpath
Park/ Garden
Downtown area
Crowded street
Signs/ Signage
landmark
You’ll see\notice
You’ll find\get\come
across
Lobby level
Take a cab
Bridge\Flyover
Under ground
Museum
Suburban Area
Extends up to/ Goes
up to…
Wait
Bus stand
Door on the left\right
Drive way
Handling Correspondence:
Another way you provide information to the guest is through
guest mail, messages and Faxes.
When you receive mail or Faxes, first determine if the guest is
registered, due to check-in or checked-out.
If the guest is registered, notify them promptly. Place the mail in
the appropriate area.
If the guest is due to check-in, note the message on the
reservation and place the mail, message or Fax in an appropriate
place.
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Front Office Practical Kit
If the guest has checked-out, follow your property’s procedure,
for return or forwarding (mail forwarding slip).
Operating the Phone System:
Telephone calls will be handled urgently, with complete accuracy
and with the guest’s convenience in mind.
1- Telephone service will be attentive and all calls will be
answered within 3 rings. Keep a pen and a scribbling pad ready
to note important details. Guest’s permission will be taken
before putting them on hold. Guests will not be kept on hold
for more than 10-20 seconds. In case the waiting period is
longer, offer to call back and do so within 5-10 minutes. The
guest’s surname (pre-fixed with appropriate English salutation
viz. Mister, Missus, Miss), once ascertained will be used in a
natural manner, but not more than twice during the whole
telephone conversation.
2- Unanswered guest room calls will be directed back to the
operator within 5 rings.
3- Callers will be offered the option of voice mail and not
automatically be routed to voice mail. They will have a clear
option of returning to the operator for live assistance.
4- All wake-up calls to be given manually and not to use a preprogrammed, system generated message. For large groups,
conferences and airline crew, one wake-up call will be given
manually and one will be system generated.
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Front Office Practical Kit
5- Repeat the surname, room number and time of the requested
wake-up call in order to assure the guest that all details are
correctly recorded.
6- When a wakeup call request is received, offer a reminder call.
Also, confirm the time gap after which the reminder wakeup
call has to be given.
7- Wakeup calls must be given within 2 minutes of the requested
time.
8- Guests will be offered the option of putting their room number
on a “Do not disturb” status till the wakeup time. Order for
morning tea-coffee to be ensured and correctly placed with
Room Service.
9- International callers for the guest room between 12 midnight
to 6 am will be advised of the local time and offered the option
of leaving a message or putting the call through (emergency).
10- Wherever butler service is provided, calls for guest rooms
will be routed to the Butler Pantry. In all other cases, such calls
will be routed to Guest Services.
Sample Dialogues:
Front Desk Attendant: Thank you for calling Tremont Inn! How
may I assist you?
(You need to know how to operate your property’s phone system,
including receiving calls and routing calls.)
Front Desk Attendant: One moment, please!
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Front Office Practical Kit
(Don’t give out room numbers to callers and follow your
property’s other procedures for guarding guest privacy and
security.
-Connecting your call, with pleasure.
-Mr. Narayan is on the line. Please speak on.
-Mr. Narayan is not in his room. Would you like to leave a
message, please?
Logging and Making Wake-up Calls:
Logging and making wake-up calls is an important service for your
guests.
1. Confirm the room number and time.
Front Desk Attendant: Mr. Desman! You’re in room number 206.
You’ll receive your wake-up call at 6.30 tomorrow
morning……..Good night!
Message Handling:
Whenever taking messages, do remember to take the caller’s full
name; phone number; the time and date of the call; and the
complete message.
Repeat the message to the caller to be sure it’s correct, and then
sign the message so that the recipient can check-back with you, if
necessary.
Other phone duties include operating paging services and
monitoring and setting guest room phone status; such as “Do not
disturb” or restricted usage.
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Institute of Hotel Management, Hajipur
Front Office Practical Kit
Business Services:
You may provide business services such as handling outgoing
Faxes and making copies. Also, be aware of your property’s
incoming Fax number and any charges for the service.
Business Centre:
1- Guests in Business Centre will experience comfort and privacy
similar to their own office. (Office away from office) They will
also receive expert and timely support from the associates, and
all equipment will be in perfect working condition.
2- The equipment and software will be reviewed every 6 months
to make sure that the facilities at Business Center are
technologically current and state-of-the-art.
3- Every associate assisting the guests in Business Centre will be
familiar with each piece of equipment and will have working
knowledge of all software and internet connectivity.
4- Business Center facilities will be available 24 hours a day.
5- The following services and facilities must be offered at the
Business Center:
 Taking dictation and word processing
 Assisting guests to connect to the internet from their
rooms and from the Business Center
 Scanning




Spiral binding
Laser printouts (color and black & white)
Photocopying (color and black & white)
Internet (broadband and dial-up connection)
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Front Office Practical Kit
 Facsimile (outgoing and incoming)
 Courier service (only outgoing)
 Internet newspapers
 Local newspapers and magazines
 Stationery and printing
 Outstation calls
 Conference handling
 Hiring of equipment
 Video conferencing
 Paper shredder
6- All guest requests for courier service will be handled by the
Business Centre or Concierge.
7- The TV in the reception of the Business Centre and the Club
Lounge will always be tuned to BBC or CNN channels.
8- The Business Centre will provide only “working lunch” menus.
Teamwork with Co-workers:
The other half of the services during stay involves working as a
team with your co-workers. You provide the link for all the people
working together.
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Front Office Practical Kit
Teamwork begins right in the Front Office. The Front Office Log
Book keeps the staff informed about the important events and
helps co-ordinate activities between shifts.
Teamwork with Housekeeping:
Front Desk Attendant: Sally! I have an early arrival expected for a
room with the king-sized bed. Can you let me know once it’s
available?
Sally: We can take care of that.
(The Front Desk communicates with the Housekeeping more than
any other department. Each contributes to a constant updating of
the room status.
Maintenance\Engineering:
Front Desk Attendant: I am sorry about the problem, Mr. Paul! I’ll
contact Maintenance and take care of it before you return to your
room this afternoon……….Yes Sir!
(The Maintenance department uses the FO Log-book and WorkOrders to track maintenance problems reported by the guests.)
Front Desk Attendant: Mr. Paul! I just heard from the
Maintenance that they have finished the repairs. Is everything
satisfactory?
(Like the Housekeeping department, Maintenance department
keeps the Front Desk informed of any changes in the room status
due to repairs.)
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Front Office Practical Kit
Depending on the scope of your property, you communicate with
the Food & Beverage service department, Laundry and Valet
services, Health and Fitness centre, Parking facilities and Retail
outlets.
One reason you’ll be communicating with other departments will
be to post charges to the guest folio. Charges originate when the
guest charges a product or service at a Point-of-Sale.
The charges are recorded and transferred again, either manually
or electronically to the Front Office. In computerized systems,
most vouchers are posted electronically.
In electronic system, Folio maintenance is automatic while in
other properties, Front Desk agents manually post charges into
the Folios, using vouchers received from other departments.
During the stay, your job is to make the guest as comfortable as
possible. Many of your responsibilities center on maintaining the
flow of information, to and from the guest.
You meet some guest needs by yourself but other times, you need
teamwork. In any case, remember to treat the guest and coworkers with equal courtesy and respect.
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Front Office Practical Kit
Check-out Procedure:
The check-out process lets you leave your guest with a lasting
favourable impression so they will be more likely to return.
As with check-in, the efficiency and the courteous attitude are
important.
A sample conversation:
Front Desk Attendant: Hello Mr. and Mrs. Parker! May I help you?
Mrs. Parker: We are checking out.
Front Desk Attendant: Will you be returning to your room?
(Ask the guest how their stay was, responding to any comments
or complaints)
Front Desk Attendant: May I have your room number please?
Mrs. Parker: 204.
Front Desk Attendant: Thank you! How was your stay?
Mr. Parker: Everything was just fine.
Front Desk Attendant: That’s good. Before I print your folio…..
(Post any outstanding charges into the guest folio and check for
any late charges.)
…..would you have any charges this morning?
Mrs. Parker: Did you buy anything?
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Front Office Practical Kit
Mr. Parker: No.
Mrs. Parker: No, nothing today.
Front Desk Attendant: If you please just look this over and make
sure it’s accurate.
(Determine the method of payment.)
Front Desk Attendant: Would you like to keep that on the same
card?
Mrs. Parker: Yes.
(Ask for the room key.)
Front Desk Attendant: Did you bring your room keys with you?
Mr. Parker: Oh yes! Here we’ve got it.
(And finally, thank the guest and ask them to return.)
Front Desk Attendant: Thank you for staying with us. Hope to see
you both again soon.
Mrs. Parker: Thank you.
Front Desk Attendant: Good bye!
Check-out forms the guest’s last impression of a property. If you
can deliver the same efficient and courteous service they received
at check-in and during the stay, you may see them again the next
time they travel.
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Front Office Practical Kit
The art of hospitality is a part of everything you do at the Front
Desk, whether you are meeting the needs of the guest or c0workers, the performance of the entire property depends on your
contribution. By mastering the procedures of the front desk, you
are gaining the skills you need to succeed in a challenging
profession.
Getting an Angry customer to back-off:
Being intimidated by difficult customers, ignoring their behavior or tiptoeing around the situation is not healthy or productive. In most cases,
it doesn’t even lead to customer satisfaction. Many employees quit
service industry for ever because of the unpleasant experience they go
through while handling an angry guest.
Here are some 6 field-tested strategies to get irate (angry) customers to
calm down.
1. Apologize:
An apology makes the angry guest feel heard and understood. It
diffuses anger and it allows you to begin to re-establish trust.
Studies have found that the simple act of apologizing has reduced
lawsuits and defense costs.
You need to apologize to the guest, regardless of whose fault it is.
Of course, your apology needs to be carefully worded.
Here is an example of a sincere, yet careful apology.
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Front Office Practical Kit
“Please accept my sincere and unreserved\unconditional apology
for any inconvenience this may have caused you.”
2. Kill them softly with Diplomacy:
This simple phrase never fails anyone.
“Clearly\Obviously we’ve upset you and I want you to know that
getting to the root\bottom of this matter is just as important to us
as it is to you.”
When you say this, anger begins to dissipate. You’ve addressed
the anger directly and non-defensively. Moreover, you have not
been pulled into the drama of an attack.
3. Go into computer mode (when you are the target of a verbal
attack):
To use computer mode, you take on the formality of a computer.
You speak generally, without visible emotions. And you don’t take
the bait your angry or difficult guest is throwing you. Your tone,
words and attitude are completely impersonal and neutral. Think
of the automated response system that you listen to when you
speak to a mobile company or bank.
This response deflects, diffuses and disarms angry customers
because you don’t add fuel to the fire by giving your difficult
customer what they want. And that is an emotional reaction.
When you don’t take the bait, the difficult customer is forced to
stop dead in their tracks. That means you regain control and
confidence.
Example:
Customer: You don’t give a damn to your customers. Once you get
a customer checked-in into your hotel, the service aspect is over.
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(It may be tempting to add fuel to the fire by an equally hostile
response, such as;
“What’s your problem?”
(Don’t take the bait. If you do take the bait, the situation will only
become worse. Nothing positive or productive will result.)
A computer mode response might look like one of these
responses.
“People do get irritated when they don’t immediately get the
service they need.”
“It’s very annoying to experience a delay in service response.”
“Nothing is more distressing than feeling that you are being
passed around from one department to another when all you
want is some simple help.”
And then, you simply stop, just like a locked up computer.
No matter how uncomfortable the verbal abuse is, or how
ridiculous it becomes, continue to respond without emotions. This
tactics works because it is neutral. It doesn’t pick up a fight and
hence, it is unexpected. The difficult guest wants to throw you offbalance, make you lose control and get you to respond
emotionally. When he fails to do any of this, you actually regain
control of the situation.
4. Ask the question, “Have I done something personally to upset
you? I would like to be a part of the solution to your problem.”
Of course, you know you haven’t done anything to upset the
customer. You do this to force the angry customer to re-think
about his behavior. Often, the mere act of asking this question is
enough to get the ballistic customer to shift from right-brain
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response (emotional) to left-brain response (logical, analytical).
He can now begin to listen and rationalize his response.
5. Show Empathy:
Empathy can be a powerful tool used to disarm an angry guest
and to demonstrate that you genuinely care from the
inconvenience the customer has experienced.
Expressing empathy is also good for you. Empathy helps you to
truly begin to see the problem from the customer’s angle. And it
will help you from losing your cool when your customer gets hot.
By letting your customer know that you understand why they are
upset, you build a rapport between you and them.
Here are some samples that express empathy.
“That must have been very frustrating for you!”
“I realize the wait you encountered was an inconvenience.”
“If I were in your place\shoes, I am sure I’d feel just as you do.”
“It must have been very frustrating to have waited forty-five
minutes for your order and for that, I am really sorry.”
6. Show Appreciation:
Show appreciation for the difficult person’s feedback (complaint).
After your difficult customer has shouted enough, you can regain
control of the conversation by interjecting, not interrupting, to
thank the customer for taking the time to give you feedback.
Here are some sample sentences on how to say this.
“Thank you for taking the time to let us know how you feel.”
“Thank you for being so honest.”
“We appreciate guests who let us know when things aren’t right.”
“Thanks for caring so much.”
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The reason why it works so effectively is because; the last thing
your irate\unreasonable guest expects is for you to respond with
gratitude and appreciation. It’s a shock factor and many a times
you will find that the customer is stunned silent. This is exactly
what you need.
Next time you are the target of any angry guest, try these 6 tips
and regain control of the proceedings.
Here are some suggested responses to an angry guest’s very
loud outbursts.
Guest: Is this a 5 star hotel?
Front Office Assistant: What our guests think of us is really
important to the survival of this organization. Your expectations
and feedback always inspires us to give our best. Sometimes, we
are unable to meet the expectations and I sincerely apologize for
that.
Guest: But how can you just let this happen?
Front Office Assistant: I unconditionally and sincerely apologize
for how you feel. We too are surprised. But I can promise you that
we will really go to the root of it and make sure it never ever
happens again.
Guest: How can you provide such cheap, third-rate stuff in your
rooms?
Front Office Assistant: We are committed to use only the best
quality products, from the best of the leading brands. We also
have an elaborate standard purchase specification for all
products. In case our investigation reveals some lapses or
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irregularities, we promise we will take the strictest possible legal
action. Black listing the supplier is always an option open to us.
Guest: You first call that guy who is responsible for all this. I want
to talk to him directly.
Front Office Assistant: Certainly, Sir! He is already placed under
suspension and inquiries are going on. After we have established
all the facts of the matter, beyond any reasonable doubt, the
employee will personally come and apologize to you. As of now,
please allow me to apologize on behalf of my colleague!
Guest: You just call your senior! I don’t want to talk to you.
Front Office Assistant: Let me just say one thing to you before I
call my senior officer. Every employee is duty bound to serve and
please our valuable guests. We all go by set policies and
standards. Allow me to try my best just one more time and if you
are still not satisfied, my senior will be immediately available to
assist you. May I?
Guest: What if this were to happen to you or your family?
Front Office Assistant: I would feel just as you feel right now. May
be, even worse! And that is why I want to sort this out at the
earliest. Please permit me to outline to you, some of the possible
solutions.
Guest: I am going to sue you and your company? You have no
idea who I am and what I can do?
Front Office Assistant: It makes me feel really sad to see how
badly we have upset you. But if you just allow us one patient
hearing, I am sure we can find a solution that is acceptable to you.
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May I get you a glass of water, please; or some other refreshing
thing?
Guest: But my spouse and the kids are so upset! You have no idea
how badly you have ruined our trip!
Front Office Assistant: I am so sorry to know that! But I am
confident that with your support, our team can organize
something really special to make them feel slightly better. Could
you share with us some of their favourites please?
Guest: But I was badly hurt…I could have even died, or get
seriously injured!
Front Office Assistant: God forbid! Please don’t say that! We
would pray that none of our guests or their family members ever
have to be in that type of situation. We beg of you to forgive us,
please!
Guest: I am never ever going to come back here. I have had
enough…You guys are just hopeless!
Front Office Assistant: I can feel (sense) that you are really, really
upset! Is there nothing that we can possibly do to make you feel
just a little better? Please give us at least one more chance to
make it up to you. Your patronage is the most important thing for
our business and we wouldn’t want to lose it for anything.
Part 2: How to handle the Irate, Rude, Unhappy, and sometimes,
Abrasive customers:
Question: When is it ok to be rude or hang-up on a customer?
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Answer: Never.
It’s never ok, even if you sometimes feel like doing it!
If you are handling complaints or angry guests, your job is a tough
one. It takes time and training to learn how to respond
appropriately.
Here are the guidelines and helpful hints to save the day for you.
4 point Program to handle the stress you would come under:
1. It’s nothing personal:
Your customers don’t even know you. These people are
unhappy about a problem and are venting their anger at you
but it’s not personal. Your job as a representative of the
organization is to take responsibility and blame for something
you personally didn’t do.
2. Use the A-S-A-P Technique:
Try to reduce the customer’s anger by
A- Apologize and acknowledge the customer’s feelings (you
spend about 80% of the talking time in massaging the
feelings and only about 20% in working on the actual
problem. Feelings are the key. You need to apologize
immediately and sincerely. And follow up with action.
Lamely just saying, “I’m sorry” won’t work.)
S- Sympathize and empathize with the customer. (If you had a
similar problem, how you would have wanted to be handled is
the key.)
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A- Accept the responsibility of the situation. (If you are
representing your company, you’ve accepted the 100%
responsibility of the situation.)
P- Prepare to help. (Prepare and be very willing to help
because if the customer senses an insincere apology, or worse,
a bored, casual attitude, it will make the customer stay angry.)
Most customers want sympathy or empathy as much as they
want their problem to be fixed. It’s disturbing and frustrating to
tell your complaints to someone who obviously doesn’t care.
Now, let us see how it works when we put it all together.
Customer: I want my money back and I want it now. I am sick
and tired of all your mistakes.
(Apologizing and acknowledging their feelings)
Front Desk Assistant: I apologize for the inconvenience. There
must be a reason why you are so upset.
(Sympathizing and empathizing)
Front Desk Assistant: I can’t blame you. It has to be very
frustrating for you to feel like that.
(Accepting responsibility for the situation and re-introducing
yourself. The re-introduction is very important.)
Front Desk Assistant: Let me see how I may be of service to
you. My name is Alice and I am speaking with….?
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Guest: Lauren. Lauren Perkins.
(Prepare to help. Be sure to use the guest’s name. It will help
diffuse the anger.)
Front Desk Assistant: Thank you, Ms. Perkins! My name is Alice
and I am here to assist you. Now please tell me what
happened.
Ms. Perkins: Ok, here is what happened…
The A-S-A-P technique works most of the time!
Handling a Problem that is Customer’s Fault:
The guest may not always be right and you must take care in
responding to upset customers when they are wrong.
There are 5 strategies for tactfully handling a situation that was
caused by the customer.
1- Realize you can’t win an argument with a customer.
Certainly, you can prove your point and even have the last
word. You may, however, still be unable to change the
customer’s mind or thinking. Your goal in a complaint
situation is to retain the customer, not to be right or correct.
If you win the argument, you might very well have lost the
customer. The only way to get the best out of an argument
is to avoid it.
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2- Never tell a customer they are wrong or mistaken. Telling a
person they are wrong arouses opposition and may
motivate the customer to battle with you. It is difficult even
in the most peaceful condition to get people to change their
minds, so why make your job even harder by telling your
customer he is wrong? You might try phrasing your
statement like this:
“I thought the contract read otherwise…but let’s take a
closer look.”
3- Begin in a friendly way. You catch more bees with honey!
(Warning- Don’t start-out on a defensive tone or
authoritative tone.)
Beginning in a friendly way means:
-Hearing the customer out
-allowing venting time
-showing respect (even when your final answer is a “No”
4- Get a “Yes-Yes” response. Begin by stressing the thing or
points on which you agree. Get the customer to say yes and keep them,
if possible, from saying no. When a person says “no”, their pride
demands that they remain consistent with themselves. It is very
difficult for them to change their mind and agree with you.
5- The diplomatic communicator builds a psychological path.
By getting the customer to answer in “yes” twice on
something simple and obvious, you prepare the path to a
third “yes” that will be beneficial for your business.
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(Here is a sample conversation between the customer and
the business representative of a company that
manufactured and installed elevators. The elevator got stuck
for about three hour and one of the occupants in the
elevator claimed the damages of $3000 from the company.
The litigant claimed that he was a consultant and charged
$1000 per hour for his services. So, a delay of 3 hours cost
him a loss of $3000.)
Business Representative: Mr. Jones! You are an astute
businessman, are you not? (He claimed to be a high earning
consultant)
Mr. Jones (the litigant seeking damage of $3000): Yes. (First
yes)
Business Representative: And as an astute businessman, I’m
sure you only make decisions that make good business
sense.
Mr. Jones: Absolutely. (Second yes)
Business Representative: I am quite sure if you were in my
shoes, talking to a customer in this situation, that you would
not simply give a customer $3000/- because they
experienced an unfortunate delay in services.
Mr. Jones (After a pause of 4-5 seconds) you are right Ms.
Golden! If I were you, there’s no way I’d give a customer
$3000 for waiting 3 hours.
(Wasn’t that easy?)
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Build an affirmative path by asking your customer two
simple and obvious questions that you know would result in
a “yes” response. After that, when the third question is
asked, your customer won’t feel comfortable disagreeing
with himself.
Avoid saying a flat-out “No”. Start with a positive statement
by telling what you can do rather than what you can’t do!
“I can send maintenance personnel immediately to check
what really the problem is. I am sure we can do something
to solve the problem.”
Grooming Standards
What are the grooming standards for hair for men?
 Hair should not fall on forehead, touch ears or collars.
 Should be neatly combed, not oily or permed.
 Cut in a conservative hair style.
Moustaches
• Neatly trimmed
• Should not cover upper lip
Face
• Clean shaved
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• Sideburns – must be cut straight and should not exceed half the
length of the ear lobe.
• Beards – no beards are permitted except for religious purposes
only.
What are the grooming standards for hair for ladies?
Short hair
• Trimmed and maintained regularly, should not sweep the
shoulders
• Neatly pinned and kept away from face.
Longer than shoulder length
• Cut to even length
• Straight
• Tied up at the centre of the nape.
• Bun secured at the back of the head or above the nape with a
black net.
• Always neatly combed, in place.
• Do not use colored/plastic bands.
• Hair should be clean, non greasy, free of oil and dandruff.
• No coloring/streaking,
• Only water based gel used conservatively.
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• Keep permed/curly hair neat & restrained.
Nails
• Trimmed and well maintained
• Neatly cut,
clean and dirt free,
• No nicotine, carbon, ink stains.
Finger nails (Ladies)
• Well Maintained and clean.
• Neatly cut, shaped & clean.
• No excessively long nails.
• Only light & neutral colored nail polish.
• Cover entire nails with polish, with no gaps or cracks.
Toe nails
Well Maintained and clean.
• Nail Polish should match finger nail polish.
• Not cracked.
Ornaments
• Men: Only one simple ring, on any one hand.
• Women: One ring on each hand. Ring must be sober and
conservative.
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• No bracelets or bands. (Except for religious reasons).
Watches
• Conservative, not flashy, or too large
• Leather Strap
• Black, Brown or Tan
• Metallic Strap
• Gold or silver
Other jewellery for ladies
• Earrings
• Only one set of earrings
• Not dangling or flashy or large.
Bangles
• Two thin bangles, gold or silver.
Other jewellery
• Chain
• One, thin, gold or silver chain.
• Nose stud
• Only a small nose stud.
• Footwear
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• Well maintained, well polished, in good repair
• Only Uniform shoes
Socks
• No pattern.
• Odorless & clean
• Elastic intact.
Footwear (women)
• Only uniform shoes.
• Well polished & in good repair
Make Up
 Simple and basic foundation
 Use foundation to avoid oily look
Lipstick
Only prescribed colors
Eye Shadow
Subtle & not excessive
Eyeliner
Thin, straight, applied neatly.
Bindis
 Small, round or tear shaped.
 Single shade of sober colour that matches uniform colour.
Uniform




Immaculate, Spotless, well ironed, no unnecessary creases
Appear fresh, not faded,
Perfect fit,
No loose threads or broken buttons
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 Cuffs and collars clean and stain free.
Uniform
Belts
 Not cracked or dull
 Simple, non flashy buckle
 Not more than 1.5” wide.
Uniform
 Always wear a vest.
 Name tags to be shining and visible.
 Pen, keys and pagers should not be visible.
Uniform
Immaculate, smooth, clean, not to have any creases or stains.
Sarees
 Pinned neatly, pins not visible
 Worn so as naval is not visible.
Uniform
Blouses
 High neck & back,
 Sleeves up to elbows.
Stockings
 Should not have ladders, tears or holes.
Uniform
Pens, keys, pagers
 Not visible.
Name badge
 Should be shining,
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 Prominently displayed.
We don’t get a 2nd chance to make the 1st impression.
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