Page 72 - English for Front Office

9. Courtesy: Non-verbal cues like saying "please" and
"thank you" can go a long way in showing politeness and
respect to the customer.
10. Multitasking: Reservation staff may need to multitask, but
it's important not to let it show in your non-verbal
communication. Customers should feel like they have
your undivided attention.
11. Keyboard and Computer Use: If you need to use a
computer to check availability, make reservations, or
input customer information, do so quietly and efficiently
to avoid distracting the customer.
12. Personal Appearance: While not directly visible over the
phone, maintaining a professional and well-groomed
appearance can boost your confidence, which can be
reflected in your voice and attitude.
13. Pacing: Speak at a comfortable and appropriate pace.
Avoid speaking too fast, which can be confusing, or too
slow, which can be perceived as disinterest.
14. Eliminate Background Noise: Ensure that the background
environment is free from distracting or disruptive noises.
Background noise can be perceived as unprofessional and
inattentive.
15. Visual Aids: Reservation staff may have access to visual
aids, such as room layouts or rate charts. Efficiently
referencing and describing these aids can enhance the
customer's understanding and confidence.
16. Remember that non-verbal cues can greatly influence the
customer's perception of your service, even when you're
not interacting face-to-face. Being mindful of these cues
can help create a positive and professional customer
experience when handling room reservations over the
phone.