Important Guidelines


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Behaviors that make the team members achieve optimum guest satisfaction

1. Making a positive First Impression - First impression is usually the lasting impression. Therefore, the first 30 seconds count. When the guest arrives at the hotel and sees one of the hotel staff he actually sees all of them. So please do not miss the opportunity to make a positive first impression.Approach the guest proactively, wish the guest before the guest greets you and Offer assistance. The positive first impression will go a long way and help to create a wow and a memorable vacation experience for our guests.

2. Acknowledge the guest with the 10 and 5 feet rule:

When the guest is 10 feet away acknowledge the guest with an eye contact and smile and when the guest is 5 feet way greet the guest with the friendly greeting.

3. Provide Personalized Service: Always use the guest name when known and offer your name as well. When the guest name is not known use Sir / Ma'am. Always be attentive and look for things and cues that will make the guest feel special and unique.


Offer a warm, genuine smile to our guests. As it is rightly said "One smile makes two". The easiest and simplest way to tell our guests that we care is "Smile".

5. Repeat

As mentioned above meet our guests, greet them with a smile and eye contact and repeat the process all the time, EVERY TIME.................

to be continued........



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Comment by Syed Hammad Ali Bukhari on February 16, 2017 at 16:33

Thank you for sharing this must be practice every touch point, it will bring WOW effect

Comment by Aijaz Ali on February 15, 2017 at 22:06

Good article.  The first impression process starts from the arrival at the portico till the check in.

Its very important to have a contact at both the places for recognition and offer of assistance. One could make out the vibrations and character of the hotel in these 3 to 5 minutes.


Comment by Vandana Bhatt on February 15, 2017 at 19:02

Very informative Sumit, thank you for sharing.

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