Page 58 - English for Front Office

1. Smile: A warm and genuine smile upon greeting guests
creates a positive first impression and sets a friendly tone
for the interaction.
2. Eye Contact: Maintain appropriate eye contact to show
attentiveness and interest in the guest's needs. Avoid
staring, which can be uncomfortable.
3. Open Posture: Stand or sit with an open posture, facing
the guest, to appear approachable and receptive to their
questions.
4. Gestures:

• Use inviting hand gestures to indicate directions or point
out key areas like the lobby, elevators, or dining facilities.
• Use gestures to guide guests visually through information
materials, such as maps or brochures.
• Nodding: Nodding your head while the guest speaks
indicates active listening and understanding.
• Mirroring: Subtly mirroring the guest's body language
(without being overly obvious) can create a sense of
rapport and connection.
• Proximity: Stand or sit at an appropriate distance that
allows for comfortable conversation without invading
personal space.
• Voice Tone and Volume: Speak with a calm, clear, and
polite tone. Adjust your volume to match the ambient
noise level in the reception area.
1. Pacing and Timing:
• Avoid rushing through information. Speak at a moderate
pace to allow the guest to absorb the details.
• Pause at key points to allow guests to ask questions or
seek clarification.
2. Facial Expressions:
• Maintain an attentive and friendly expression while the
guest is speaking or asking questions.
• Show empathy when addressing concerns or challenges.