Essential qualities and etiquette for front desk staff

**5.** **Proficient in skills**

Front office staff also need to possess certain common skills, such as typing, shorthand, and telex.

Proficiency in computer operation, making and receiving telephone calls, and writing common Chinese and English letters is essential.

The premise for front office staff to provide efficient and high-quality service.

6. **Strong adaptability**

As the nerve center of the hotel, the front office has a very complex job, and service staff come into contact with...

It involves dealing with all sorts of people and handling unexpected situations skillfully. Therefore, one must be resourceful and quick-witted.

Only by being adaptable and having strong responsiveness can one provide targeted and high-quality services.

7. **Strong Language Skills**

Front desk staff have many opportunities to communicate with guests verbally during the process of greeting them.

Service personnel must not only be able to quickly and accurately understand guests' needs, but also be eloquent and articulate.

I enjoy pleasant conversations and communication with my guests. Furthermore, since the hotel's guests come from all over the world, therefore, in my...

In addition to Mandarin, front office staff must also be able to speak a foreign language (English is a required language).

**8.** **Strong interpersonal skills**

Hotels are a service industry that deals directly with people, especially front office staff, who almost every...

They have to deal with all sorts of different types of customers every day. Therefore, they must enjoy and be good at dealing with people.

Furthermore, they possess strong interpersonal skills.

**9.** **Exceptional Sales Skills**

Front office staff are responsible for promoting guest rooms; therefore, they must possess excellent sales skills.

Qualities and sales skills.

**Section Two** **Etiquette** **Guest Service** **Training**

**I. Etiquette for Welcoming and Sending Off Guests**

Greeting and seeing off guests is an important part of hotel service and best reflects the hotel's service level; therefore, it is...

Front office staff must master basic service etiquette. This etiquette includes the following requirements:

**1.** **Airport/Station Pickup Etiquette**

★For guests who have traveled from afar, the personnel responsible for picking them up at the airport, port, or train station should take the initiative to greet them.

★To ensure guests are picked up in a timely manner, they should arrive at the airport 15 minutes before their flight, train, or ship arrives.

When receiving foreign guests, those picking them up at the airport or train station should be aware of their taboos regarding clothing colors, such as those of Europeans and Americans.

Many countries use black as a symbol of funerals; the Japanese avoid green, the Belgians avoid blue, and Moroccans avoid it.

People in Thailand avoid wearing white clothing, and red is considered unlucky. When picking someone up from the station, pay attention to the color of your attire to avoid clashing with their clothing.

The color of the decorations caused displeasure among the guests.

**2.** **Car Accompanying Etiquette**

After guests arrive, the process from the airport to the hotel, and after their stay, from the hotel back to the airport, sometimes involves...

Vehicles and personnel will be arranged to accompany the passenger, so the accompanying personnel should pay attention to relevant etiquette when traveling by vehicle.

★If the host is accompanying the guest, the guest should sit on the host's right, and the accompanying person should sit on the guest's left.

★If the translator is also an accompanying person, in a three-row sedan, the translator sits in the seat in front of the host.

The second row of seats had the interpreter sitting next to the driver.

When boarding, it is best to have guests board from the right-hand door and the host from the left-hand door, to avoid the host boarding from the left.

The guest walks past the seat.

★If the guest boards the vehicle first and takes the host's seat, there is no need to ask the guest to move.

**3.** **Store Reception Etiquette**

The reception etiquette for guests arriving at the hotel is an important part of welcoming guests, and its service etiquette includes:

★When guests arrive at the hotel by car or on foot, reception staff should treat everyone equally and not judge them by their appearance.

They stepped forward to greet the guests warmly and express their enthusiastic welcome.

★Following the order of guest of honor first, then accompanying persons; and female guests first, then male guests, open the car door, take the luggage, and simultaneously use...

Signal guests to enter the hotel lobby. If the doors are not automatic or revolving, open the main entrance for them.

Concentrate when opening doors to prevent accidents. Accompany guests to the front desk or elevator.

★When important guests (VIPs) or groups arrive, the hotel should organize staff to line up at the entrance to welcome them.

Waiters and waitresses should be neatly dressed and full of energy. They should applaud when guests arrive; they should also applaud before all VIPs have entered the store.

The group must not be disbanded until all vehicles have left.

★If the guest is elderly, infirm, sick, disabled, or young, you should greet them first and obtain their consent before providing necessary assistance.

Offering assistance is a way of showing extra care. However, if some guests do not accept special treatment, there is no need to be overly insistent.

reluctantly.

**4.** **Etiquette for Receiving Visitors**

Guests should be received with great courtesy and should not be treated carelessly simply because such hospitality is an extra burden.

After politely inquiring about the visitor's purpose, the receptionist should not arbitrarily refuse to see the visitor or allow them to leave.

Guests should wait in their guest rooms. Alternatively, according to service procedures, visitors should be directed to the front desk for inquiries.

**5.** **Farewell Etiquette**

Farewell is the final and crucial step in the guest reception service, adding to the overall experience.

A key aspect of service that shapes a guest's impression of the hotel.

★The ceremony for seeing off guests should be roughly the same as the ceremony for welcoming them, except that the order of the main guests and the welcoming guests should be exactly the same.

In contrast, when welcoming guests, the host comes first and the guest comes last; when seeing guests off, the guest comes first and the host comes last.

★ It is important to process customer checkout promptly and accurately, including details of beverage usage at the mini-bar.

When settling the bill, never rush up to the customer after they have left the store to ask them to pay any outstanding charges.

★When guests are leaving the hotel, service staff or porters should escort the guests' luggage or slightly heavy items to the door.