Page 9 - English for Front Office

8. Make guests feel special. There is always enough time to
make the guests feel special. The front office staff can

consult the booking to find out if there is a birthday or
special occasion they are celebrating. If so, the front

office staff can acknowledge the special occasion upon

check-in. This will go a long way. The front office staff
can give birth day cards, send free voucher for dinner, or

arrange flower bouquet in their room to greet them.
9. Indicate point of interest within hotel. When the guests

arrive at the hotel, the front office should provide them

with information about important points of interest within
the hotel, namely the bathroom, restaurant, pool and other

services and amenities. The information can be easily
conveyed without feeling like an upsell but at the same

time it is a great way of informing guests that the hotel

has different services available.
10. Provide accurate wait times. When the front staff is

doing another job, he/she should inform the guests how
long he/she needs before he/she can attend to them. By

providing accurate wait times, guests will not get
frustrated by having to wait and they can even get a more

realistic picture if they have time to do other things such

as get information from the concierge or go to the
bathroom while they wait for help. Communication is key

to reassuring clients and making sure they know that the
staff cares.