Hotel Reception

Receiving Guests

When a visitor approaches the reception area, the receptionist should always smile directly at the visitor and greet him or her followed with words such as "How can I help you?"  The receptionist's next question should then be to ask the name of the visitor.  Once this is known, it should be used immediately, as this gives the visitor the impression that his individual needs will be attended to efficiently, by this friendly, welcoming person.

Under no circumstances should a receptionist ignore her visitor while chatting to a colleague or while continuing with a trivial task.  Even if talking on the telephone or dealing with another guest, the new visitor should be acknowledged with a smile and an indication that he will have the receptionist's full attention as soon as possible.