15 Golden Rules

Lobby Hostess Standards

  1. Immediate guest recognition: Acknowledge and engage every guest even during busy periods and without delay, ensure a seamless and refined welcome amenity experience. Aim to create memorable experiences through storytelling. 

  1. Entrance flow management: Maintain smooth movement at the entrance, avoiding congestion or confusion. 

  1. Warm welcome coordination: Support arrivals by guiding guests to reception or appropriate service points. 

  1. Queue & waiting oversight: Monitor waiting guests, manage expectations, and ensure continuous awareness. 

  1. Accurate directional assistance: Provide clear, confident directions to facilities and outlets. 

  1. Seamless team communication: Coordinate with reception, concierge, and porters to ensure smooth arrivals. 

  1. Lobby presentation awareness: Ensure entrance and lobby areas remain tidy, organized, and guest-ready. 

  1. Composed professional presence: Maintain a calm, polished demeanor reflecting the hotel’s first impression. 

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...”