Front Office Staff Rules and Regulations

Front Office Staff Rules and Regulations

· Arrive in time, inspired and motivated.

· Dress up properly and maintain high grooming standards.

· Smile naturally on stage and backstage.

· Be proactive and motivate each other.

· There is no mine, everything is ours.

· Even if smoking is not good for you, you are only allowed to smoke in the designated staff area. (As per hotel policy)

· After smoking, please consider our guests and colleagues, wash your hands & take a mouthwash or mint.

· Breaks are important but don’t take extensive ones.

· Never Ever leave your Desk unattended.

· Always communicate your position with your team mates.

· Keep your eyes open, observe and check our environment permanently.

· Report any irregularity.

· It’s your responsibility to keep our hotel clean, maintained and stylish.

· Every guest is a VIP.

· Never say I don’t know or/and it’s not my job, always offer an alternative.

· Chewing doesn’t look good on you.

· Don’t lean on the wall, the wall can stand by himself.

· Keep your mobile on silent mode and do not speak on mobile in the guest areas.

· Don’t hide your mistake, Instead learn from it.

· Do not disclose guest details: like profiles, C.C No. and current guest balance outside the hotel.

· Dispose (by shredding) any outdated internal or guest documents after a specific period of time.

· Mask guest Credit Card no. when implying on emails.

· Never say out the guest room number, instead point out the room number displayed on the key card or indicate which floor they will be allocated on.

· Always confirm guest detail discreetly before renewing loss guest key.

· Be cautious with money.

· Prev

Front Office Training Manual