10 COMMANDMENT OF GUEST
SERVICE AGENTS
10 C0MMANDMENT OF GUEST
SERVICE AGENTS
FIRST IMPRESSION:
As the first person most customer sees, Front desk
clerks need to represent his or her organisation with
professionalism and friendliness.
A polished appearance and an obvious willingness to
help set the tone for a great customer experience.
HONESTY
It is important to be honest about wait times given to
guest which on different cases warrant us to do so,
however do not promise what might not be delivered.
Also if you do not know the answer to a question,
honestly say so and inform the customer you’ll get the
information.
FOCUS
Many things compete for attention at a
front desk, from ringing phone to
colleagues, but when a customer is in front
of you, give him or her your undivided
attention. Focusing solely on a customer’s
needs gives the impression that customer
service is a top company priority.
BODY LANGUAGE
Smile with sincerity at every customers, but
also pay attention to your body language,
which can send a negative signals. Stand
straight without slouching, look customers in
the eyes and don’t sigh or roll your eyes at
any point. Whether you’re sitting or standing
ensure to lean slightly forward to indicate
attention.
DEMEANOR
Always back up your smile with an
outgoing, friendly personality. Being positive
and cheerful can often overcome even the
most gruff customer. Remain calm at all
times, particularly with an angry flustered
customers and show sympathy when its
warranted.
WORK AREA
A clean and organised work area gives a good
impression. Provide welcoming touches in your
lobby or waiting area, such as Flowers and
magazines. A reception area is a good place to
introduce customers to the business, so keep
company brochures, business cards or other
materials handy.
TECHNICAL EXPERTISE
Ensure to master all of the equipment used
in the job from Telephone system to
reservation software. These are the tools
that help you focus on providing efficient
service to customers, Learn the basics of
your business so you can answer customers
questions when it arises.
TELEPHONE ETIQUETTE
Answer phones cheerfully and professionally
according to the hotel script, follow it. If
you’re attending to a guest and need to
answer the phone, excuse yourself politely,
Finish as quick as possible and apologize for
the interruption.
PERSONALIZED SERVICE
Ensure to call all regular guest by their name
using title such as Mr or Mrs, unless asked to
do otherwise. Offer little services that
exceed expectation to impress customers.
Such as serving beverages, ( welcome drink
) also recommend a service.
FINAL IMPRESSION
As the last person some customers may see,
acknowledged their visit to leave a lasting FINAL
impression