15 Golden Rules

Health Club Receptionist Standards

  1. Warm welcome always: Greet guests promptly with a friendly, professional approach. 

  1. Efficient check-in process: Handle bookings and arrivals smoothly and accurately. 

  1. Knowledgeable assistance: Provide clear information on facilities and services. 

  1. Calm & professional presence: Maintain composure in all situations. 

  1. Facility awareness: Ensure cleanliness and readiness of all areas and amenities. 

  1. Guest needs anticipation: Recognize and respond to guest preferences. 

  1. Clear communication: Confirm bookings, timings, and services precisely. 

  1. Service recovery readiness: Handle concerns promptly and professionally. Report damaged equipment for functionality and tracking. 

Global Standards

  1. Guest acknowledgment: recognise the guest by name, identify guest preferences, and create meaningful connections.

  2. Eye contact: Maintain natural, confident eye contact to show presence and respect.

  3. Smile and say “bom dia”: this is our meaningful warm interaction towards all.

  4. Body language: Upright posture, calm movements, and composed, confident presence at all times.

  5. Interaction/Engage with guests: identify golden nuggets and gather feedback.

  6. Close every interaction with “thank you” and a wish: always thank a guest or employee and say something like, "Wishing you a great week ahead!"

  7. Service recovery & communication excellence: Take ownership, resolve issues promptly, and communicate clearly with warmth and professionalism. You should say “certainly, let me come back to you...”