Page 8 - English for Front Office

for the first time as eye contact will indeed go a long way
in establishing connection from the get go.

4. Provide warm and sincere smile. The saying goes
“when I smile, the world smiles back at me.” The front

office staff should incorporate this way of life into his/her

welcome greeting. There is nothing better than being
greeted after a long trip with a warm smile and someone

asking genuinely how you are doing. A smile is also a
great icebreaker.

5. Greet the guest by referring to the time of the day with

eye contact and smile. Always offer help to the guests.
“Good morning/afternoon/evening. Welcome to Edutel

Hotel. How may I help you?”
6. Recognize guest. When the front office staff has already

had the guest’s name, it is important to always address the

guest by his last name to show genuine interest in his
talks.

7. Ask questions. Questions are a great way to connect with
guests quickly. People love to talk about themselves so

giving them a chance to do so will help guests feel at
home right away. To build interpersonal relationships, the

front office staff can ask questions about their journey and

what plans they have while they are visiting (During this
conversation, the front office staff can upsell hotel

services, tours and amenities. Asking questions is
essentially a quick way to do market research and find out

what your guests want.