Introduction

to
Front Office
 HOUSE RULES
•  Put phones on silent mode

•  Lunch and toilet breaks must be strictly observed

•  Take down notes - No hand outs will be distributed

•  Always participate. Respect others when talking

•  Fire exit is to your right

•  Lastly, have fun!

Objectives:
•  Know about the roles of the front office department;
•  Define the qualities that a front office staff should possess;
•  Understand the different areas of the front office department;
•  Know how to handle overbookings;
•  Learn the different front office procedures for the following:
•  Check In
•  Check Out
•  Reservations
•  Guest Requests and Complaints
•  Practice the standard spiels that are being used in front office
operations.
What do you think
Front Office does
in a hotel?
Front Office Department:
•  Responsible for the systematic reservation and accommodation
of guests in a hotel
•  “Face of the hotel” / “Image builders”
•  Sells/offers the hotel’s products and services
•  Reserve, Receive, Register, Assign guests to their rooms and
act as the contact person for internal and external
communications
 Roles of Front Office

Reservation

Guest
Services Reception

Source of
Information
Qualities and Attributes of a Front Office Staff
 Salesman
 Problem solvers
 A reference point
 Coordinators
 Image builders
 A high sense of personal grooming
and hygiene
 Self confidence
 Good communication skills
 Diplomacy is the greatest attribute
required
 Ability to remember names and faces
 Always smiling
 Physical fitness
 Quick decision making ability
 SERVERS
COOLpersonality
Welcoming  
E  nergetic  
L  ove for Customer  
Cheerful with good sense of humor  
Open-minded
 M  
         odern & smart  

E  mpathetic  
COOLpersonality LIKE listen
 Cool Personality - Self Assessment
1   2   3   4   5   6   7   8   9   10   Total  
"Cool  Personality"  
W  elcoming  
E  nerge:c  
L   ove  for  customer  
C  heerful  with  good  sense  of  humor  
O  pen  minded  
M  odern  &  smart  
E  mpathe:c  
Tell your respective group , your
commitment to improve on the Sub  Total  ÷  7  
traits where you are weak, by
sharing your action plans for
improvement.

L    EGEND:  
S    cores  1  to  4  =  You  must  accept  that  your  old  tradi:onal  traits  must  now  level  up.  Transform  !  Reinvent  !  
S    cores  5  to  6  =  You  have  good  personality  traits,  and  you  are  progressing.  Improve  pamore!  
S   cores  7  to  8  =  You  have  a  modern  and  effec:ve  personality  and  you’re  on  the  road  to  your  real  “cool“   personality.  
S   cores  9  to  10  =  You're  COOL!!!  People  like  you.  People  listen  to  you.  People  follow   you.  
Guest Service versus Guest Experience
( transactional ) ( experiential )
(Guest Interaction)

Satisfying the Guest

versus
WOWing the Guest
 Establishing

per Guest Touchpoint

WOW factor = a quality or feature that is extremely impressive
Areas/functions of the front office department
•  Reservation and receiving guests
•  Forecasting Room Availability
•  Overbooking
•  Underbooking
FRONT OFFICE
DEPARTMENT
STANDARD OPERATING PROCEDURES
GENERAL POLICY STATEMENT
•  Full payment upon checkin.
•  Personal belongings and valuables should not be left unattended in any part of the hotel. The
hotel will not be responsible for any loss or damage to guest property.
•  ECO HOTEL has a zero tolerance policy in which it will refuse to admit or render service or
accommodation to anyone who, while on the premises of the hotel acts in an obviously
intoxicated or disorderly manner, destroys or threatens to destroy hotel property, or causes or
threatens to cause a public disturbance; or refuses or is unable to pay for the
accommodations or services.
•  ECO HOTEL may limit the number of persons who may occupy a particular guest room in
the hotel and will only allow registered guests to use its facilities.
•  A person who negligently or intentionally causes damage to the hotel, its staff, or any
furniture, fixture, or furnishings within the hotel, shall be liable for damages that may be
sustained, including the hotel's loss of revenue resulting from the inability to rent or lease
rooms while the damage is being repaired.
 Guest Reservations:
•  Always pick up the phone in 3 rings maximum.
•  If the guest is a walk in, always make sure to attend to the guest
immediately.
•  Ask the guest the details of their bookings:
•  Dates of Stay
•  Number of persons
•  Are there kids or infants, senior citizens or PWD?
•  Are they bringing pets?
•  Inform them of the rate based on their booking preferences
•  Inform the guest of the option date and the possible modes of payment to guarantee
the reservation
•  For bookings made online, make sure to check all the details before plotting
it in our system
Standard Spiel for Reservation:
•  “Good morning, Mr. ______. How may I help you today?”
•  “For when will your reservation be?”
•  “How many persons will be staying? Are there any kids, infants,
senior citizens or PWD?”
•  “Will you be bringing pets with you?”
•  “For your preferred dates, I can offer you our queen room. The rate
will be _______ including breakfast for 2 and complimentary
welcome drinks”.
•  “I will be plotting your reservation tentatively and your option date to
guarantee the reservation will be on _________. You may settle the
balance through cash, bank deposit, credit/debit cards”
 GUEST REGISTRATION AND CHECK IN
PROCEDURES
Guests arriving at the hotel are often greeted by the front desk agent. Check in procedure should be
handled in a professional and seamless manner so as to provide the guests with efficient, prompt,
and courteous service.
•  Guest Registration Forms must be pre-printed and all pertinent information should be accurate
and complete. Guests must sign on the printed registration card or on the electronic registration
form as a statutory requirement and to verify that the details provided are accurate. Make careful
note of check in and check out policies.

•  When Guest arrives at the reception to check in:

•  Greet the guest.
•  Enquire the Last name/First name of the guest and their voucher. Search for the
reservation record and print registration card if not already done so.
•  Present the registration card and re-confirm the details of the reservation to the guest.
•  Request for a valid ID or Passport details for foreigners and photocopy for file.
•  Confirm payment details on the registration.
•  Advise the guest of the additional deposit required to cover for incidental charges. Cash
deposits should be placed in a sealed envelope with the name and room number of the guest.
In the event that the guest designates another person to receive the deposit on his/her behalf,
ensure that the name of the authorized person be indicated on both the acknowledgment
receipt and on the envelope for confirmation purposes.
•  If reservation is pre-paid, proceed with check-in. If pre-authorized using a credit card, request
for the guest’s credit card and charge full payment to cover the entire duration of stay.
•  For bookings with partial payment, ensure that full and total balance is charged to the guest at
this time.
•  Explain to the guest the hotel policy written on the registration card and provide additional
information like amenities, free coffee, F&B service (if applicable), etc.
•  Request the guest to sign on the Registration Card.
•  Present the keys to the guest(s)
•  Usher the guest in the direction of their room and ask if they need assistance with their
luggage.
•  Complete guest information and update the guest profile on hotel system.
•  File Registration card.
 Standard Spiels for Check In
•  “Good morning, Ma’am. Welcome to Eco Hotel! Do you have a reservation?”
•  “May I have your booking voucher and may I borrow one valid ID, please?”
•  “Ms. ______, you have reserved 1 queen room for 1 night with breakfast, is that
correct?”
•  “Kindly fill up the registration form and please take time reading the hotel
policies before signing”
•  “Please be reminded that we are a non-smoking establishment but we do have
a smoking area at ________. Wi-Fi access is available in all the areas and the
password is ______. Breakfast time for tomorrow is _________ at the
________.”
•  Here’s your room key, Ms. ________. Our room attendant, ______, will be
assisting you to your room. If you need anything, just dial “0” using the phone in
your room. Thank you and enjoy your stay.”
ROOM ASSIGNMENT
•  When assigning rooms ensure that room matches the type reserved or
requested by the guest (bed type, smoking or non-smoking, corner room,
etc.).
•  If the requested room type cannot be provided at the time of guest check-in
(not yet ready or still occupied), ask if he/she is willing to wait but make sure
to give a specific time when room will be ready.
•  Offer to hold the guest luggage and suggest activities or places to visit while
waiting (bar, coffee shop, walking tour, beach, etc.).
•  In case the guest is not willing to wait, search for an alternative room of same
category and switch rooms accordingly. Be careful to note the room change
on the registration form and on the system.
•  Guest with disabilities may need rooms fitted to their special needs. It is
always advisable to block these rooms well in advance to ensure its
availability to the guest at time of check-in.
ROOM UPGRADE
•  Room upgrade may be necessary in cases where a specific room category is sold out due to
overstaying guests or overbooking. At any rate, room upgrades should only be offered to full paying
guests, short stay guests, or VIPs/loyalty card members. Always get approval from the RM prior to
offering room upgrades.

For OTA Bookings

•  Inform guests that booking is subject to cancellation policy. They must call the OTA to cancel their booking first.
•  Create a new booking for Eco Hotel based on prevailing rates at time of guest booking (walk in rate)
•  At the most, FOs may offer their discretionary 10% discount to guests (from walk in rate). Show our website to
confirm that our rate is lower than those published on OTA.
For Walk In Guests
•  Inform them that bookings are NON REFUNDABLE. Thus, if they are checked in for multiple no. of days,
payment shall be forfeited.
•  If guests insist on transferring, do an early check-out and create a new booking for them at Eco Hotel using our
prevailing rates at time of check in. At the most, FOs may offer their discretionary 10% discount to guests (from
walk in rate). Show our website to confirm that our rate is lower than those published on OTA.
ROOM DOWNGRADE
•  In the unlikely event that a room
downgrade is inevitable, carefully
explain the situation to the guest and
apologize for the inconvenience. If the
guest accepts the change, let him/her
know of the earliest possible time when
he/she may be transferred to his/her
preferred room type. Make the
appropriate room rate adjustment and
seek ways to appease the guest for
service recovery as deemed necessary.
GUEST CHECK OUT
•  Upon guest check-out, make sure to ask guest for comments
regarding their stay. It is important to make the guest feel
welcome and that they are encouraged to return and stay in the
future. Check-out procedures need not be difficult so long as
proper guidelines have been complied with upon check-in. The
following procedures should be followed:
•  Get the room number of the guest, ask for the room key and immediately call
the attention of housekeeping to make sure that room is checked for left
behind items or any damage/missing items.
•  Prepare the guest folio.
•  In case incidental charges incurred by the guest, request for cash payment or
ask for the guest’s credit card and charge the correct amount. Ask for a valid
ID and check credit card to ensure that the signatures match.
•  Ask the guest to sign the guest folio to confirm billing details.
•  If a cash deposit was taken at time of check-in, make sure that it is properly
returned to the guest in the same sealed envelope it was placed in. If the
person receiving the deposit is other than the guest, ensure that the name of
matches that one written on the acknowledgment receipt and the envelope.
 Standard Spiel for Check Out:
•  “May I have the room key, Ms. ________”
•  “How was your stay?”
•  “Thank you very much for your compliments. If you may have extra time,
you may also leave a review online for us. / I apologize if you were not fully
satisfied with your stay and thank you very much for bringing this into our
attention. We will certainly look into this.”
•  *Inform the room attendant to clear the room discreetly”
•  “Upon checking, you do not have any pending balance anymore. May I just
have the acknowledgement receipt for the security deposit?”
•  “Here’s your security deposit. Thank you very much for choosing Eco
Hotels and we hope to see you again”
 Front Office Procedures
RESERVATIONS: CHECK IN: ROOMING OF GUEST:

•  Get the guest name •  Greet/welcome the •  Check room plotting

•  Ask for the details: guest on the system
•  Dates of stay •  Ask if they have a •  Check the prepared
•  No. of pax reservation / ask for arrival rooms for the
•  Preferred room the voucher and valid day and the special
•  Are there ID requests of the guest
infants / kids •  Scan the ID and •  Consider if they have
•  Are there senior register the guest infants / kids / senior
citizens / PWD •  Check for room citizen / PWD when
•  Are there pets balance and inform the doing the room
•  Inform guest of the guest blockings
total rate and •  Inform housekeeping •  Be cautious not to give
inclusions of the arrival / ask for out OOO / OOS rooms
•  Ask guest on their assistance for luggage to arrivals
preferred mode of • 
payment
 Front Office Procedures
KEY ISSUANCE / CHECK OUT:
ESCORTING OF GUEST:
•  Ask the room key from
•  Hand the key to the guest
guest •  Discreetly announce
•  Inform the guest that to housekeeping to
they will be assisted to check the room
the room •  Check for unsettled
•  Housekeeping who will balance
assist the room should •  Ask guest for payment
introduce himself/ for unsettled balance /
herself then inform the room charges
guest of the facilities •  Ask how their stay
and services we offer have been
plus the amenities in •  Bid guest goodbye
the room of the guest and ask if they need
assistance with
transportation
HANDLING GUEST REQUESTS
•  In the absence of a concierge, the front desk officer will need to make arrangements
on guest requests.
•  It is crucial that all front desk personnel be familiar with the hotel’s amenities,
products, ancillary services, and events within the area.
•  For the protection of the guests, ensure that all suggested activities are in
coordination with ECO HOTEL policies and guidelines for accredited suppliers.
•  It is against hotel policy for front desk officers to respond to guest inquiries in a
negative manner (e.g., “I don’t know”, “I have no idea”, “It’s not my job”, etc.). Always
make sure that proper and accurate information is relayed to the guest at all times.
•  In case the front desk officer does not have the information available immediately, it
is best to respond to the guest by saying, “I will check on this and get back to you as
soon as possible”. Be mindful however to get back with the answer to his/her inquiry
as soon as it becomes available.
 HANDLING GUEST COMPLAINTS
Although it is inevitable that front desk officers encounter guest complaints, it is
necessary that such complaints are handled in a professional and non-
argumentative manner. The old adage that says “the customer is always right” is still
very relevant. In the event that there is a customer complaint, the following
procedures shall apply:

•  H – Hear Out
•  E – Emphatize
•  A – Apologize
•  T – Take Action
 Handling Overbookings

•  Anticipate early how many rooms are overbooked

•  Check list of bookings, room assignments and room status
•  Check with the housekeeping/maintenance the OOS/OOO
rooms that can possibly be released
•  Make sure to reserve rooms to nearby hotels before the
guaranteed guests arrive
•  Arrange transportation to the hotel
•  Ensure that the supervisors/managers and all the front office
staff are fully aware of the incident
AGE REQUIREMENT POLICY
Guests must be at least 18 years of age to check in at
ECO HOTEL unaccompanied by a parent or guardian
It is virtually impossible to rent a hotel room in
most countries, including the Philippines if you
are under 18, the legal age of majority. The two
basic reasons for this are liability and contract
enforcement. Contracts signed by minors are not
legally enforceable, putting the hotel at risk if
underage patrons do not pay. Also, hotels do not
want to take legal responsibility for minors. If
something should happen to a minor during the
stay, the hotel could be held liable.
EARLY DEPARTURE POLICY/CANCELLATION POLICY
•  All departures (unless due to emergency) prior to date agreed at time of check-in will be subject to a
100% of total room charge.
•  The purpose of this policy is to ensure that in the event of a guest cancellation the hotel does not
suffer the resultant liability of lost revenue as a result of such action.

•  Low and High Season:

•  Any cancellation received within 14 days prior to arrival date will incur a charge of 1 night per
room.
•  Any cancellation received within 7 days prior to arrival date will incur the full period charge.
•  Failure to arrive will be treated as a no-show and no refund will be given.
•  Shortening of stay (early check out) is subject to the same policy as a no-show
•  Peak Season:
•  Any cancellation received within 30 days prior to arrival date will incur the full period charge.
•  Failure to arrive will be treated as a no-show and no refund will be given.
•  Shortening of stay (early check out) is subject to the same policy as a no-show.
 CHECK-IN AND CHECK-OUT POLICY
Standard check-in time is at 2:00PM and check-out time is at 12:00PM. Room
keys are the hotel’s property and must be returned to the Front Desk upon check-
out. Lost keys will be charged P1500.00 each.

EARLY CHECK-IN
Before 4:00AM on day of
Previous night rate shall be assessed (treated as extra night)
arrival
After 4:00AM to 1:00PM 25% of daily rate

After 1:00PM on day of arrival No charge if room is available

LATE CHECK-OUT (LATEST CHECK OUT TIME IS 1:00PM)
25% of the room rate shall be assessed but subject to room
Before 6:00PM
availability
100% of the room rate shall be assessed but subject to room
After 6:00PM
availability
 GUEST LUGGAGE STORAGE
Guests may have their luggage stored temporarily until the room is
available for check-in or upon check out. We do NOT allow
overnight storage. An additional charge of PHP100.00 per piece/
hour will be assessed for luggage stored on site for more than 8
hours (unless room is not yet ready).

hour
s
EARLY DEPARTURE POLICY/CANCELLATION POLICY
•  All departures (unless due to emergency) prior to date agreed at time of check-in will be subject to a
100% of total room charge.
•  The purpose of this policy is to ensure that in the event of a guest cancellation the hotel does not
suffer the resultant liability of lost revenue as a result of such action.

•  Low and High Season:

•  Any cancellation received within 14 days prior to arrival date will incur a charge of 1 night per
room.
•  Any cancellation received within 7 days prior to arrival date will incur the full period charge.
•  Failure to arrive will be treated as a no-show and no refund will be given.
•  Shortening of stay (early check out) is subject to the same policy as a no-show
•  Peak Season:
•  Any cancellation received within 30 days prior to arrival date will incur the full period charge.
•  Failure to arrive will be treated as a no-show and no refund will be given.
•  Shortening of stay (early check out) is subject to the same policy as a no-show.
 PAYMENT POLICY
•  ECO HOTEL strictly implements a NO PAY NO STAY policy. If guest is paying by cash,
full payment of the total room charge including a deposit equivalent to PHP1,000.00
refundable incidental fee will be collected upon check-in. Strictly no refunds will be
entertained.
•  ECO HOTEL does not accept personal checks as form of payment from guests. For
Corporate Accounts, checks may be accepted subject to clearing prior to guest arrival
date.
•  Debit and Credit cards will be charged at check-in for the amount of guest’s stay, plus
One Thousand Pesos cash (PHP1,000.00) to cover incidentals.
•  Payment arrangements made on a third-party credit card shall only be allowed if
accompanied by a photo copy of the credit card, signed card holder’s authorization
letter, and at least two (2) valid IDs.
•  ECO HOTEL accepts Traveler’s Checks as form of payment and will be treated the
same as cash payment.
•  A valid credit card guarantee, deposit, or pre-payment is required at the time of
booking. All room reservations are NOT considered confirmed unless committed with a
payment guarantee.
 OCCUPANCY POLICY
• All children under 9 years of age stay free
of charge as long as they share a bed
with their parents. Any additional guest
staying in the room in excess of the
maximum occupancy shall be charged an
extra person rate.
 SMOKING POLICY
•  ECO HOTEL is a NON SMOKING facility. A
smoking fee of PHP2,000.00 shall be
assessed to guests caught violating this
policy. The fee is applied towards the
cleaning and general de-odorizing of the
room.
•  As a courtesy to our smoking guests
however, we have designated specific areas
with a signage as the SMOKING AREA.
 LOST AND FOUND POLICY
•  ECO HOTEL is not responsible for lost, damaged, or stolen personal
items. ECO HOTEL will keep a detailed record of all 'found' items in
the hotel’s lost and found log book, and will make a reasonable effort
to contact the guest if an item found can be clearly and directly
identified and traced to the registered guest. Unclaimed items will only
be kept on site for a maximum of three (3) months for non-valuable, 1
year for valuable then transferred to the main office to be discarded,
released to finder, auctioned, or donated to charity. The guest gives
the hotel the right to dispose of any unclaimed or “found” items
recovered.
•  It is the responsibility of the guest to recover lost items at their own
expense. Items tagged as “for pick-up” by guest shall only be
retained at the site for a maximum of sixty (60) days after which it will
be transferred to the main office for safe keeping for another 30 days.
If the guest fails to pick up said items after several attempts to
“remind” the guest, items will then be declared as “abandoned” and
disposed off as deemed appropriate by management.
 FOOD AND BEVERAGE POLICY
•  ECO HOTEL allows for outside food to be brought
inside our guest rooms (with corkage) provided that
guests pay careful attention to keeping our rooms,
furniture, linen, and towels free from stains or
damage. Consumption of food items as durian,
shrimp paste (bagoong), or other similar types of
food stuff is strictly prohibited in the room. A fine of
P1,000 will be charged to the guest’s hotel bill when
caught in violation of this rule. The fine will be used
for cleaning and deodorizing of odor and/or stains
left on hotel property as curtains, linens, aircon,
walls, etc.
 NO IN-ROOM PARTY
•  ECO HOTEL strictly enforces a NO IN-ROOM PARTY POLICY In the
event of a disturbance one warning will be given to reduce noise. If
this warning is not followed, the guest will forfeit all fees and will be
required to leave the hotel immediately.
 PET POLICY
•  ECO HOTEL is a pet friendly facility and we welcome our
guest’s furry friends but with a minimum housekeeping fee of
PHP500.00 per pet per night. A security deposit of
PHP2,000.00 shall be collected upon check-in and will be
refunded at check out upon clearance by housekeeping.
•  Guests must register all pets upon check-in and sign a Pet
Policy Agreement.
•  Only pets weighing a maximum of 25lbs shall be allowed
(small to medium sized) and pets must be kept in a leash at
all times.
•  If guest room requires excessive cleaning, or if damages are
incurred as a result of pet’s actions, the hotel may charge for
additional services and repairs.
COMPLIMENTARY COFFEE/WINE
•  At ECO HOTEL, we go the extra mile for our guests by making them
feel at home with a good cup of complimentary coffee/wine. Hotel
guests are welcome to enjoy our special treat during happy hour.
•  We strictly implement a NO VOUCHER NO DRINK policy.
•  All hotel employees on duty may also avail of one (1) cup of
complimentary coffee from 7:00am to 10:00am.
•  From time to time, whenever available, we treat our hotel guests with a
glass of complimentary wine. We do this to make our guests feel
special and as a token of our appreciation for their patronage.
•  The hotel shall strictly enforce a NO VOUCHER, NO WINE policy
 WALK IN RATE DISCOUNT
•  Front office personnel are authorized to extend a 10% discount
(FOD or FO Discount) to walk in inquiries. FOD should be
extended at the close of the sale, meaning after all sales
persuasion actions have been conducted (ocular of rooms, garden,
roof deck and coffee lounge and the concurrent communication of
Eco design sense and Eco mission). FOD must be included in the
daily report.
 SENIOR CITIZEN DISCOUNT
•  Senior citizens are entitled to a twenty percent (20%) discount on his/her share of the room charge
and other amenities which he/she personally availed.
•  Under no circumstances shall there be a double discount offered to any guest. In the event of any
promotional discount offered by our hotel, the senior citizen may opt to avail of the promotional offer
or his/her customary 20% senior citizen discount, whichever is higher and more favorable.
•  Likewise, in cases where the senior citizen is also a person with disability (PWD) identification card
(ID), the senior citizen shall use either his/her OSCA-issued ID card or PWD ID card to avail of the
20% discount.
 FIREARMS AND DANGEROUS
WEAPONS POLICY
•  ECO HOTEL is committed to providing its staff, visitors,
and in-house guests with an environment that is safe and
secure. This commitment includes prohibiting anyone,
from possessing, or having under their control, firearms,
knives, ammunition, explosives, martial arts equipment, or
weapons of any kind within our premises.
•  ECO HOTEL reserves the right to remove anyone from
our property for carrying such items or for failure to
disclose possession of concealed weapons at anytime.
Should anyone be found in violation of this policy, ECO
HOTEL may file appropriate civil and/or criminal charges
against such person(s) as deemed necessary by
management.
Customer Service
Objectives:
•  Introduce basic customer service
•  Develop the qualities in providing good customer service
•  Learn proper telephone and email etiquette
•  Understand the importance and benefits of good customer
service
•  Know the ten major do’s and don’ts of customer service
•  Communicate effectively with the customers
•  A series of activities designed to enhance the level of customer
satisfaction
I care and I can!
 It is not the
who pays
Employer
our salaries.
Employer only
It is the
handles
who the money.
pays
CUSTOMER
our salaries.
Who are Customers?
Definition of a customer

Internal/external customers

Customers are people who need your assistance. They are not
an interruption to your job, they are the reason you have a job..
•  Those who are part of the company / •  Not part of the company/ organization
organization (employees)

“Poorly treated employees treat

customers just as poorly.”
Communicating Effectively with
Customers
Definition:
What describes GOOD service and BAD service?

Good customer service is taking that extra step to

help without being asked! It’s all about attitude
and skills.
Attitude Checklist
What attitudes assist in providing good service?
•  Enjoys helping people;
•  Handles people well;
•  Cares for your customers;
•  Gives fair and equal treatment to all;
•  Be understanding of people with special needs.
Skills for Customer Service
•  Know about your organization;
•  Learn the technical parts of the job;
•  Communicate well;
•  Be consistent;
•  Be organized;
•  Know your place in the team and be a team player.
What do Customers Want?
Brainstorm what it is that a customer wants when they enter your
hotel.

Discuss and share with the group.

 Greeting Customers
The purpose is to create and maintain a welcoming environment - how can we
achieve this?

•  Be attentive, acknowledge a person as soon as they appear,

even if you’re busy

•  SMILE!

•  Establish eye contact

•  Tell them your name

•  Ask how you can help

•  Give the customer your full attention
•  Be polite and courteous……………
Establishing Rapport
What does good rapport feel like?
Practice greeting someone-

 Make the customer feel comfortable;

 Make the customer feel important and valued;
 Use empathy
Find out how You can Help

•  How can you find out what people want?

•  If you can’t help, what should you do?
•  Offer alternatives if possible
•  If they have to wait, how would you handle it?
Making a Significant Difference with Quality Orientation

“Quality” is the degree of excellence of something.

How  Do  We  Make  a  Difference?  

•  Provide more “quality” service than

others expect.
•  Refine our skills and become better
everyday.
•  Do our job the best we can, and the
best it can be done.

That’s  How  We  Make  a  Difference!  

 Driving “Quality”
through the continuing pursuit of excellence
in all aspects of work.
 What “GOOD” looks like?
• Housekeeping - How clean, is “clean” ??

• Visual Displays/ - How appealing and enticing are your

visual displays and arrangements?
Arrangements
- How courteous, friendly, and warm do
• Communication you communicate with guests/colleagues?
• Merchandise/Product - Food and non-food? Measure of quality??

• Facilities/Amenities - How good, is “in good condition”??

- How quick, efficient, and customer happiness
• Back Office Services oriented are the “support”??
• Employee Performance - Passion for details. Love for Guests. Concern
for the company. Pride in your job. Integrity.
& Behavior
QUALITY QUALITY QUALITY QUALITY QUALITY
 Workshop
Workshop:  “My  Sec@on’s  WOW   Factor”  

Group  yourselves  by  sec:on  or  by  area.  

Brainstorm  and  make  a  10-­‐point  list  of  wow  factor  quali:es,  or    
features,  or  approaches  -­‐  to  exceed  expecta:ons  (aka  “walk  the    
extra  mile”)  of  guests.  In  other  words,  what  can  you  par:cularly    
do  in  your  respec:ve  sec:ons  or  areas  to  WOW   guests.  
Present  your  10-­‐point  List  to  the  Body.  

WOW factor = a quality or feature that is extremely impressive

 Frontline Ambassadors
C H A LL E N G E

Deliver the ,
We must Deliver the ,
and
We shall Deliver the !
Deliver the We must Deliver the WOW, and
WOW, We shall Deliver the WOW !
Workshop:  “Group  Chant  Compe@@on”  

Randomly  group  yourselves  into  4  or  5  groups  and  create  a  group    

chant  presenta:on  -­‐  chan:ng  the  word  “WOW”  many  :mes  (at    
least  5  :mes).  You  are  given  
•  5  minutes  of  prac:ce  
•  45  seconds  presenta:on    
Criteria  for  Judging:  
•  Chant  volume  –  30  points  
•  Sychrony  (Sabay-­‐sabay)  -­‐  30  points  
•  Fun  factor  &  Wow  factor  -­‐  40  points  
S.T.A.R. SERVICE

Smile & greet

Talk & listen
Answer &
anticipate
Resolve problems
“ Every time you see a guest, SMILE and
offer an appropriate hospitality comment
or greeting, whenever applicable. ”
When to smile & greet?
 Smile  is  the  universal  language  without  words.  
 Smile  communicates  approachability  and  the  feeling    
of  welcome  and  care.  
 Smile  creates  posi:ve  energy  &  atmosphere.  
 Smile  allows  others  to  smile  back  (“Smile  and  the    
world  smiles  with  you.  Cry  and  you  cry  alone.”)  
 Smile  changes  our  appearance  to  be  befer.  
Communication is a 2-way Process
sender
Communication skills involve:
•  Listening to others (Receiving) message

•  Asserting/ Expressing (Sending) receiver

sender

Barriers
receiver
 The Communication Equation
What you hear
•  Tone of voice
•  Vocal clarity
•  Verbal expressiveness 40% of the message

What you see or feel

•  Facial expression
•  Dress and grooming
•  Posture/ Body Language
•  Eye contact
•  Touch

•  Gesture 50% of the message

WORDS…….. ONLY 10% of the message!

Effective Communication Skills
Eye contact & visible mouth
Body language
Some questions

Effective
Communication skills
Encouragement silence
to continue

Summarising Checking for understanding

what has been said Smiling face
Barriers to Effective Communication
Language Noise

Time Distractions

Other people Put downs

Barriers to
effective communication
Too many Lack of interest
Questions

Distance
Disability

Discomfort
with the topic
 How  to  start  a  “Crea@ve  Conversa@on”  
with  a  Guest?   ( experiential )
(Guest Interaction)

•  Talk  on  COMMON  GROUND.  

•  COMPLIMENT  the  Guest  appropriately.  
•  RECOGNIZE  a  striking  nice  object  in  the  Guest.  
 the act of looking directly
EYE  CONTACT   into one another's eyes.

to look steadily and intently,

 Establish  Connec:on  
as with great curiosity, interest,
pleasure, or wonder.  Acknowledgement  
(Gaze not stare.)  Interest  
  Use  the  Standard  Script  on  Gree:ng  
GREET      10/5  Rule  (10  Ft.  Acknowledge/  5  Ft.  Gree:ng)  
THE      Greet  Every  Encounter  
GUEST    Be  Crea:ve  During  Conversa:ons  
 ADDRESSING  
GUEST  
BY  NAME  

 Shows  friendliness  
 Recogni:on  as  a  person,    
not  as  room  number  or    
group  
 Personalized  service  
 Courtesy  
 Flafers  the  guest  
 Care  &  warmth  
 Workshop  
Customizing our
“Signature Greeting”
per Guest Touch Point
Group yourselves by department and customize
your signature “WELCOME Greeting” and
“GOODBYE Greeting”
•  Gree:ngs  must  not  be  too  formal  for  comfort  and  not  
too  casual  for  respect.  
•  Gree:ngs  must  be  naturally  spoken  (by  the  Greeter)  
without  any  “awkwardness”.  
•  Gree:ngs  must  be  cool,  natural,  yet   unique.  
•  Gree:ngs  must  project  the  image  of  the  company.  
How to Listen to Customers
Active listening = Attending skills (being ready)

 Attend to immediate needs (if you need to finish something before

giving your full attention)
 Being available
 Eye contact
 Attentive posture
 Concentration
 Module
2

Talk & listen

 Module  2  
Talk in such a way
Talk & listen
that other people
love to listen to you.

Listen in such a way

that other people
love to talk to you.
TALK  CLEARLY    What We Say
and    How We Say It
COURTEOUSLY    Body Language
The  Words  We  Say  
 Choice  of  words  
 Avoid  offensive  phrases  
 Use,  considerate  &  respecnul  words  
 Professional  words  to  create  enriching  conversa:ons  
60%
50%

40%
30%
20%

10%
0%
Words Tone of Non Verbal
Voice
How  We  Say  It  
(tone  of  voice)  

Our attitude is conveyed through our voice.

  Volume  -­‐  sop  or  loud  
  Fluctua:on  -­‐  varied  or  monotonous  
  Clarity  -­‐  clear  or  muffled  
  Rate  of  speech  -­‐  rapid  or  just  right  
  Emo:on  -­‐  hos:le  or  pleasant  
60%
50%
40%
30%
20%
10%
0%
Words Tone of Non Verbal
Voice
Your mood affects the tone of your voice.

THE  TONE  OF  YOUR  VOICE  HAS  A  GREAT  IMPACT  ON    

THE  SUCCESS  OF  A  PROFESSIONAL  CONVERSATION
Body  Language  –
communicates attitude that includes posture,
gestures, mannerisms, and facial expressions.  
Types  of  non  verbal  communica:on    
◦  Facial  Expression  
◦  Gestures  and  Head  Mo:ons  
◦  Poise  &  Posture  
◦  Proximity  (amount  of  distance,  nearness)  
◦  Eye  Contact  
◦  Hap:cs  (interac:on  involving  friendly  &  caring  &  parental  touch)  
◦  Appearance  (what  and  how  you  wear,  choice  of  color  and  design,  
hairstyle  &  other  factors  affec:ng  appearance)  
 Common  Posi@ve  Body  Language  

◦ Chin  Up  
◦ Standing  Straight  
◦ Posture  :  Good  balance.  
◦ Physical  Appearance:  Neat,    
Clean,  Presentable  
◦ Eye  Contact  
◦ Head  Steady  or  Nodding  
◦ Hands  Open  Straight  or  at  the    
Side  
 Common  Nega@ve  Body  Language  
  Looks distracted
  Extra movements (playing with a
pen, stomping your feet, looking
around, checking your time etc.)
  No eye contact
  Not smiling; etc.
 LISTEN  
ACTIVELY  

 Be  afen:ve  
 Show  eagerness  and  enthusiasm  
 Listen  ac:vely  to  understand  
 Ask  ques:ons  to  clarify  
 Be  considerate  and  empathe:c  
 8  Tips  to  Effec@ve  &  Ac@ve  Listening  
1. Face  the  speaker    
2. Maintain  eye  contact  
3. Minimize  distrac:ons  
4. Respond  appropriately  
5. Focus  on  what  the  speaker  is  saying  
6. Keep  an  open  mind  
7. Even  if  the  speaker  is  complaining  against  you,  wait  un:l  they    
finish  to  defend  yourself  
8. Engage  yourself  
 Roleplay  
Apply Tone of Voice and Body Language in
Saying your New Signature Greetings
(followed by a one liner to start a creative
conversation)
  Volume  -­‐  sop  or  loud   ◦  Chin  Up  
  Fluctua:on  -­‐  varied  or     ◦  Standing  Straight  
monotonous   ◦  Posture  :  Good  balance.  
  Clarity  -­‐  clear  or  muffled   ◦  Physical  Appearance:  Neat,  Clean,    
  Rate  of  speech  -­‐  rapid  or     Presentable  
just  right   ◦  Eye  Contact  
  Emo:on  -­‐  hos:le  or   ◦  Head  Steady  or  Nodding  
pleasant  
◦  Hands  Open  Straight  or  at  the  Side  
 Customer Service Qualities
Customer = Accountability + Delivery

 Friendliness
 Empathy
 Fairness
 Control
 Information
External customer service starts with
internal customer service.
Following Skills
This opens the door to further communication

 Invitations
 Questions
 Encouragement
 Empathetic Silence
 Questioning Skills
•  Open Questions

•  Closed Questions

•  Paraphrasing

•  Check for Understanding

Reflective Skills
Keeps the door open for further communication

•  Paraphrasing
•  Reflecting Facts
•  Reflecting Feelings
•  Reflecting Silence
•  Summarizing
•  Choosing your Words
•  Useful Phrases
Using Your Voice
Do you
•  Become loud when angry or upset
•  Speak faster when nervous
•  Speak slowly when tired or bored
•  Have a cheerful voice
•  My tone of voice is warm and understanding
•  Find it easy to talk to people you don’t know
•  Control your tone in most situations
•  Sound bossy, weak or unsure
•  Have a clear and easy-to-hear voice
•  Speak in a very formal or very trendy manner?

Think about how you might modify your voice in certain

situations
Body Language for a Positive
Result
Brainstorm some examples of good body language

 Smile
 Introduce yourself (if appropriate) or wear a name badge
 Shake hands if appropriate
 Lean forward
 Be aware of cultural differences
 Telephone Skills

•  Know how to use the phones

•  Speak clearly and slowly
•  Smile (you can hear it in your voice!)
•  State your name and hotel
•  Write down the caller’s name and use it
•  Don’t say rude things while someone’s on hold
•  If they’re explaining something use words to show you’re listening
(umm, yes …)
•  Have pad and pencil ready to take notes or messages (check
spelling and message content)
•  Don’t eat or drink while on the phone
 Telephone Etiquette

•  A flat tone says to the customers “I don’t like my job and would
rather be elsewhere”

•  Slow-pitch and presentation say “I am sad and lonely – do not

bother me”

•  A high-pitch, rapid voice says “I am enthusiastic and excited!”

•  A loud voice says “I am angry and aggressive”

•  Pick up the phone in three
rings
•  Greet the caller
•  Give your name as a
courtesy and for
personalized customer
service
•  Ask the guest how you can
help

“Good morning. Thank you for

calling Eco Hotels, this is
________ speaking, how may I
help you?”
 Handling Unavoidable Call Situations:
 Ask the guest if you can put him/her on hold
•  “Putting a Guest on Hold”  Explain to the guest why you are putting him/her on hold
 Wait for the response before putting them on hold

 Ask the customer if they mind being transferred and

•  “Transferring a Call” inform them of the details to whom they will be transferred
 Wait for the response prior to transferring

 Explain colleague’s absence but do not give out specific

details
•  “Taking a Message”
 Give a reasonable estimate of your colleague’s return
 Offer help to the caller and if you can take a message

A good customer service representative ends the call on a positive note, repeating any actions
agreed to be taken and other important details.
Written Communication
•  Write clearly and concisely
•  Refer to their letter, date and query
•  Be friendly without being too informal (Dear Aunt
writing style)
•  Check your spelling and grammar
•  Make sure you’ve answered their query or request
or explained why you can’t
•  Be timely or apologize for any delay in replying
 Email Etiquette
•  Email should be answered within 24 hours max.
•  Take a closer look before sending your message.
•  Compress your attachments
•  Acknowledge emails that you have received and
reviewed
•  Use formal salutation and closing
•  Identify yourself
•  Write a meaningful subject
•  Be polite, never write irritated
Guaranteeing Return Business
•  Leave a positive impression, SMILE ;-) ;
•  Check customers have everything they need;
•  If you’ve said you’ll follow-up, do so;
•  Tell them something that may be useful to them later
(e.g. new service starting soon);
•  Invite them back;
•  Say goodbye.
 A Positive Organisational Image

First impressions count and will affect the interaction. People make judgements in the
first 30 seconds.

Golden Rule – You only have one chance to make a first

impression!
Organisational Assessment - Activity

•  Take a look at your organisation through the eyes of a customer.

•  What are the first things you notice?
•  What has the organisation done to make you feel welcome?
•  Does anything make you feel uncomfortable?
•  How could you feel more at ease?

Form small groups and discuss different methods used to help people feel
welcome.
One person from each group to present back.
Presentation and Manner
Does your Organization have a policy on presentation?
•  Uniforms, badges, etc
•  Personal hygiene
•  Clothing – appropriate to the situation
•  Hair – cleanliness and style
•  Accessories – jewelry, earrings, watches, tattoos,
•  Expression – facial expressions
•  Tone of voice
•  Body language
•  Surroundings (Can they see a messy desk? Dead flowers in the
vase? Eating your lunch?...)
A Positive First Impression

•  Be confident;
•  Knowledge - know your organisation and the services you provide;
•  Confidentiality;
•  Follow up (don’t just say you’ll do something, do it);
•  Strengthen the customer’s commitment to your hotel.
What to Avoid

•  Saying ‘I don’t know’ without offering an option;

•  Saying you don’t know where a colleague is or saying they are at lunch/
toilet/ gone for coffee, etc.;
•  Leaving people on hold for a long time;
•  Ignoring people if you are busy;
•  Treating people unequally.
Service Standards
How can you contribute to the development and
maintenance of service standards in your hotel?
•  Read and understand your organization's policies and procedures on
customer service;
•  Be prompt and efficient;
•  Ensure services are delivered in accordance with legislative or
statutory requirements;
•  Maintain accurate records;
•  Ensure any special needs of customers are taken into account.
Factors Affecting the Quality of Service
•  Reliability
•  Confidence
•  Responsiveness
•  Efficiency
•  Consistency
•  Organization
•  Acceptance of and adherence to policies and procedures
Customers with Special Needs

•  People for whom English is not their first language;

•  Persons with disabilities;
•  People from other areas who may not be familiar with the way things are
done here;
•  People with limited mobility;
•  Unaccompanied children.
Planning Good Customer Service
•  Recording procedures (when are your busy times);
•  Reporting procedures (meeting organizational/ funding/ legislative
requirements)
•  Observe and report customer needs
•  Be proactive in improving service
•  Market your organization
•  Have processes and procedures for dealing with difficult situations
BEFORE they happen and make sure staff are trained.
 The 3 Types of Customer
Make
the
DIFFICULT customer
Custome
rhapp
VERY DIFFICULT customer
y!

EXTREMELY DIFFICULT customer

 They
INNOVATE.
 Our hotel is now
INNOVATING;
Frontline Ambassadors are
now
SELF-
REINVENTING.
Everybody wants to level up !!!
  OPERATIONS  -­‐  Products,  Processes  and    
Procedures  
  CUSTOMER  SERVICE  -­‐  Approaches  and  
Techniques  
  MARKETING  -­‐  Marke:ng  Strategy  
  LEADERSHIP  STYLE  -­‐  the  new  age  Leader  is  
a  “Rockstar  Leader”  

What do we innovate?
Dealing with Difficult Behaviour

•  Label the behavior, not the customer;

•  Listen;
•  Do not get defensive;
•  Do not take it personally;
•  Find out what the customer wants;
•  Discuss alternatives;
•  Take responsibility for what you CAN do,
•  Agree on action.
The Talkative Customer

•  Ask closed questions;

•  Limit the time available for them to interrupt (do not have long pauses);
•  Provide minimal response;
•  Smile and be pleasant, but do not encourage them;
•  Wind up – thank them for coming, walk them to the door but do not be
rude or dismissive.
The Angry Customer
•  Listen carefully without interrupting so you understand the
problem;
•  Empathize in a broad way;
•  Stay calm and remain polite;
•  Do not escalate the problem;
•  Do not take it personally, be defensive or blame others;
•  Propose an action plan and follow it;
•  Seek support if you are scared, if you can’t agree on a
solution or if the customer asks to see “whoever’s in
charge”.
The ‘know it all’ Customer

•  Acknowledge what they say;

•  Compliment them on their research;
•  Be generous with praise;
•  Do not put them in their place no matter how tempting;
•  Don’t try to be smart – you can’t win!
•  Ask them questions and use them to improve your knowledge.
The Indecisive Customer

•  Find out what they really want;

•  Ask them for the options;
•  Reflect back to them what they have said;
•  Assume control gently and point out the best course of action from what
they’ve told you they need;
•  Be logical;
•  Confirm a plan of action with them;
•  Maybe even put it in writing.
The Suspicious Customer

•  Establish your credibility;

•  Ensure you know your product or service;
•  They will try and catch you out so do not guess or tell them something
you’re not sure of;
•  Be careful what you say;
•  Be polite;
•  Don’t take it personally, they don’t trust anyone!
Role Play
In pairs, one person takes on the role of a
customer and one is the volunteer

•  Use your own scenario if you have one

•  Swap after 5 minutes
Customer Friendly Approach

Two critical qualities:

Benefits of Good Customer Service:
•  Customer will spend up to 10% more for the same product with
better service
•  When customers receive good service they tell 10-12 people on
average
•  When customers receive poor service they tell up to 20 people
•  There’s an 82% change customers will re-purchase from a
company where they were satisfied
•  There is a 91% chance that poor service will dissuade a
customer from ever going back to the company / establishment
 Increased profits

Continued Higher job

success satisfaction

Less stress Repeat and

referred business

Improved Market
company morale expansion of
products and
services

Recognition Better teamwork

Make the Customers Happy!
Why ???
Because …
1.  Happy Customers BUY MORE.
2.  Happy Customers EAT MORE.
shoutout
3. Happy Customers STAYMORE.
4.  Happy Customers BRING MORE other customers.
5.  Happy Customers RETURN.
We improve
Quality of
our Life.
 Personal Presentation for Good
Customer Service
  Smiling
  Eye contact
  How you look
  Shaking hands
  Be attentive
  Tone of voice
  Hand gestures
  Personal space
  Posture
  Observation
Ways to Make Positive Impressions:
•  Thoughtfulness in meeting the guest’s needs
•  Personal responsibility for a guest
•  Quick problem solving for guests
•  Offering immediate assistance
•  Friendliness
•  Using customer’s name in a conversation
•  Pleasant voice tone
•  Polite and courteous manners
•  Neatness
•  A genuine smile
“You will never get a second
chance to make a first
impression”
Factors Creating Negative Impression:
•  Making the customer wait
•  Not answering the phone promptly
•  Not saying “please” and/or “thank you”
•  Speaking loudly or condescendingly to customers or colleagues
•  Making faces, frowning, acting distant, and not smiling
•  Looking dishevelled or like you do not care about your appearance
•  A poor handshake
•  Focusing on another task while addressing or servicing a customer
•  “No”
•  “I don’t know”
•  “That’s not my job./ That’s not my
department”
•  “You are right – that’s is bad”
•  “Calm down”
•  “I’m busy right now. Call me back”
•  “That’s not my fault”
•  “You need to talk to my supervisor”
•  “You want it by when?”
•  “I’ll find out”
•  “What I can do is…”
•  “Let me find the right person who can help
you with…”
•  “I understand your frustrations”
•  “Let’s see what we can do about this”
•  “I’ll try my best”
•  “I’m sorry”
•  “I’ll be with you just in a moment”
•  “I will call you back, what is your telephone
number”
 How to Deal with Unsatisfied Customers:
•  Listen
•  Express your sorry and full understanding
•  Do not argue and do not interrupt
•  Do not lose your self-control / behave without aggression
•  Do not extend excuses for the problem
•  Involve the customer in problem solving
•  Follow up
•  Give the customer a “way back”
•  Do not question the customer’s correctness
•  Ask the necessary questions to get the complete information of the situation
•  Find out exactly what the customer needs you to do for them
•  Explain first what you can do
•  Undertake action immediately
•  Check the result and make sure the customer is completely satisfied
The difference between adequate customer
service and customer service is:

INITIATIVE
 Customer Service Traits to Copy:
 Be on time, open on time, deliver on time
 Follow through and deliver your promises
 Go the extra mile for customers
 Offer your customer options
 Express empathy to upset customers
 Treat customers as the MOST important part of your job
 Treat co-workers as if they are customers
 Give customers your name and contact details
 Workshop Objectives

Our Objectives were to learn how to

 Communicate effectively with customers;

 Create a positive impression;
 Develop and maintain customer service standards;
 Plan good customer service.
 Evaluation Questions
Use:
a. Strongly agree
b. Agree
c. Disagree
d. Strongly disagree
e. Don’t know

1. I found the presentation of material easy to

understand.
2. This discussion session increased my
knowledge on the subject presented.
3. I will be able to use some of the information
from this discussion session in the future.
4. The presenter was well prepared for this
discussion session.
5. This presentation should be repeated in the
future.
 Evaluation

Please complete an evaluation form and leave

it with the trainer before you leave
J THANK YOU J