15 Golden Rules

Receptionist Standards

  1. Immediate guest welcome: 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. Efficient check-in process: Complete registration smoothly within set time without making the guest feel rushed.  

  1. Accurate reservation handling: Confirm names, room details, preferences, and requests with complete accuracy.  

  1. Clear information delivery: Provide essential hotel information, facilities, and directions confidently and clearly.  

  1. Proactive assistance offering: Anticipate needs and offer services such as baggage handling or additional support.  

  1. Queue & waiting management: Manage flow efficiently, acknowledge delays, and keep guests informed.  

  1. Accurate billing & check-out: Ensure folios are correct, clearly explained, and processed efficiently.  

  1. Seamless guest journey coordination: Liaise with departments to ensure a smooth and uninterrupted stay. 

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...”