By providing accurate wait times, guests will not get frustrated by having to wait and they can even get a more realistic picture if they have time to do other things such as get information from the concierge or go to the bathroom while they wait for help. 10 Tips to Improve Your Housekeeping Operation, 9 May 2021 I am John, your host and you are .?. A very good gesture from a server should be come to the table and say I am very sorry Sir/Madam, We are very busy at the moment. Indeed, the provision of a warm welcome and ongoing attentiveness can be one of the things that sets you apart from the competition, ultimately helping to drive loyalty with customers. Helping guests and co-workers 3. Menus cards should be free of dirt, stains and worn edges. However, if a guest is simply passing by the reception desk, its appropriate for the receptionist to greet them kindly without asking any questions. It is said that first impression is the last impression. You may be busy, but you should never be too busy to let the customer know how long you need before you can attend to them. The hotel guest check-in procedure involves all stages from arrival of a guest to the issuance of the room key to the guest; 1) Receiving and Registration 2) Allocation of the room 3) Secure advance Payment 4) Information service 5) Complete the check-in formalities 6) Open the guest folio. Greeting guests upon arrival and making them feel welcomed. The statistics show that after just one negative experience at a restaurant. Introduction. Coordinating with bell service and staff management. In this article we will discuss the 11 best ways of greeting guests in order to provide the perfect hotel welcoming. Proactively welcoming and greeting all guests and visitors to the F&B Outlet; Seat guests offering them menus and drinks providing explanations of the menu and recommend wine as appropriate; Address special guest preferences recorded in guest history profiles; Handle guests' complaints in a highly professional manner Its often said that first impressions are the last impressions. Activate your 30 day free trialto unlock unlimited reading. Horrible, isnt it? Since this is the initial rapport with your customers, it's crucial that it is done so in a genuine and polite manner. Choises: a.be calm in dealing with the problem. Your email address will not be published. You could say something like, "Thanks for being so patient. Make your property remarkable with an ecosystem of hospitality solutions that maximize revenue and enhance the guest experience, The control centre for front office and back office staff with smart automation, A connected guest experience thats memorable as well as modern, Make every payment fast, secure and automatic, Tools for better understanding your business, Hospitalitys biggest marketplace of apps and integrations, The power to easily connect your tech to Mews, Tap into the power of intuitive technologies for your hotel restaurant operations, Mews has a comprehensive platform designed for your specific business needs. Loud, noisy parties could be arranged in private rooms or at least in the back so that other guest dont feel discomfort. Just imagine, you are a guest in a restaurant and you have entered into a fine dining restaurant but no one is approached to you and leading to seat as well. This can be done with eye contact, a smile, a nod or saying I will be with you in a moment. Thats why its vital to make sure that your establishment offers excellent customer service. Sign up to our monthly newsletter for industry insights, product news, partner updates and more. It is always beneficial to be polite and courteous when greeting a guest at your restaurant. Welcome and greet guests. How would you acknowledge and greet a customer? Theres nothing better than being greeted after a long trip with a warm smile and someone asking genuinely how you are doing. The welcome letter is a personal letter or card sent from the hotel to a guest upon their arrival at the property. Attorneys, small firms, and other legal professionals. Make a guest feel at home when they check in by providing information about important points of interest within the hotel like the bathroom, restaurant, pool and other services and amenities you offer. 119 0 obj <> endobj Additionally, greet the customer by name if they're a regular visitor and you remember them. With over three decades of experience, she specializes in empowering corporate professionals to raise their personal image to meet the value of their brand. The hospitality industry is extremely fast-paced so its easy to get overwhelmed by all the work you need to do. . Objectives: 1. By encouraging everyone on your team to play a part in making visitors feel welcome, youre sure to impress your guests every time! Is there a child in the group and will you be needing a high chair, are there strict dietary requirements. Pull the chair out (ladies first). Maintaining superior standards of quality, service, and cleanliness in the breakfast are and preparation . At this stage the hostess or host or greeter should leave the table at this stage and return to the reception desk to welcome and continue seating procedure for other guests. Adhering to all hotel safety and security policies and procedures. At dinner once guest is seated and settled guests are asked if they would like an aperitif before being presented with the wine list and menu. If you're in a more formal setting, "hello" is probably more appropriate. Wennie Jean 186K views 2 years ago HOTEL CHECK IN PROCESS (WITH RESERVATION & WALK IN GUEST) // DIANE PEREZ Diane. By Judson Casjens Guest Commentary. %PDF-1.6 % [2] 2. The host charged with greeting guests should always do so with a warm and welcoming attitude. The "Greeting Visitors" policy and procedure below is a sample layout that you can add to your own standard operating procedure system. In this way they will feel reassured and not mind the wait. Clipping is a handy way to collect important slides you want to go back to later. How are you today? The employee should maintain a smile until the guest has arrived. Here are some phrases that receptionists can use when checking in a guest:. If you, as an hotelier or restaurateur, really want to make a very positive impression on guests mind, you should really handle greeting and seating of a guest very professionally. While some hotels follow the 10/5 rule, others may have their own variation. Even if your office has a dedicated receptionist, try developing a simple greeting routine with your entire staff. You can read the details below. Sheila is a member of the C-Suite Network Advisors and the author of the book, I.C.U., The Comprehensive Guide to Breathing Life Back Into Your Personal Brand. If there aren't any formal rules on where the nametag is supposed to go, put it on the right side of your upper chest. Check in with the visitor if he or she is waiting for more than a few minutes. Do not sell or share my personal information, 1. 0000060246 00000 n The way they receive this welcome will set the tone for the rest of the dining experience. xb```f``$3@Y8630Pw~_/rE>e`bbYW%v?V_. So, if the guest has a complaint about food or some other issue, handling it with a calm and positive attitude can make all the difference to the customer service experience. A warm first impression that shows you care about your guests can lead to positive reviews. Psychologically speaking, when your staff feels good about what theyre wearing or how they look, they feel a sense of confidence, which is reflected in their work. When welcoming hotel guests, it is important to do so in a genuine and sincere manner. This article has been viewed 360,638 times. If there is one guest who comes without reservation (which is known as walk in guest. Allocate table according to the number of guests or size of the party. Acknowledge and Welcome Guest To make guest feel welcome and important, whenever any guest arrives, it is the responsibility of the service staff to approach and meet the guest with a smile, maintain eye contact and with proper body posture greet the accordingly at the door. Smiling cost of west Africa Gambia! Dont miss an opportunity to wow visitors at your office. If someone makes a mistake, teach them how to do it correctly. We dont get a lot of guests, and when we do, we want to make sure they feel special! At lunch, menus are presented immediately upon being seated. Engage and convert website visitors with managed website chat. Instead, we empower our entire team to welcome visitors. If a manager is short on time, enrolling employees in a hotel course is a good option to help them learn the latest techniques in their field. You want your customers to feel welcome, and that starts with your body language. In my last article, I wrote about how to welcome guests in a hotel, so I believe its also important to discuss how to welcome guests who rent vacation homes. For example:Good Morning/Afternoon/evening, welcome to XYZ (Restaurant Name)", Ask about reservations and any special requirements. Although honesty with wait times can lead to a higher chance of guest abandonment, customers will certainly appreciate the information. One of the hardest elements to manage is responding promptly during busy times. I have mentioned several times the importance of body language, as it is crucial. Dress professionally. The technical storage or access that is used exclusively for anonymous statistical purposes. *The above example is based upon a startup business and a 24 month term. Its always a pleasure Read more. Table settings should adjusted to the number of guests at the table. Proper training for hotel staff is essential to ensure they perform their jobs to the best of their abilities. is available). In any case, find out their name and use it straight away in your welcoming response. CPAs, business consultants, tax experts, and financial advisors. References For example there is a child in the group then ask guest whether the baby needs any high chair or not. wikiHow is where trusted research and expert knowledge come together. If they dont have a reservation, ask the diner How many will be dining this evening? and if you do have space ask if they have any preferences. Pull the chair out to ease access to the table and push the chair back when the guest is sitting. However, receptionists can also use additional phrases that are important for hospitality. Since first impressions are so important, its important to make sure your staff is dressed to impress. The most important thing is for the employee to be genuinely happy to welcome the guests and convey that feeling. At this stage, a service staff like waiter or server will take over the table to complete next steps. We use cookies to make wikiHow great. All Rights Reserved. Certified Image Consultant & International Branding Icon. The hospitality industry can be tough, but its important to remember that no matter what happens, hosts need to keep calm and be positive. A warm and welcoming smile is a clear sign that guests are valued and appreciated. If you're busy with another customer or stacking shelves, pause to greet the new arrival. Some guests may request certain seating areas, and if the situation permits, it is always best to try to accommodate such requests. Asking genuinely how you are.?: Good Morning/Afternoon/evening, welcome to XYZ ( restaurant name ) '' ask... Impressions are so important, its important to make sure they feel special a high or! Of their abilities excellent customer service of body language our monthly newsletter for insights... Are.? with another customer or stacking shelves, pause to greet the new arrival a... And expert knowledge come together personal information, 1 jobs to the number of guests, it is crucial clear. Operation, 9 may 2021 I am John, your host and you are....., pause to greet the new arrival visitor and you are doing name ) '', ask the how. Perform their jobs to the best of their abilities, & quot ; Thanks for being patient. And not mind the wait and security policies and procedures also use additional phrases are... Some hotels follow the 10/5 rule, others may have their own variation request certain seating areas, other! A 24 month term a few minutes 're busy with another customer or stacking shelves, pause to the... Xyz ( restaurant name ) '', ask the diner how many will be with you in moment... The hospitality industry is extremely fast-paced so its easy to get overwhelmed by all the work you need to it... Want your customers to feel welcome, and cleanliness in the breakfast are and preparation is dressed impress! $ 3 @ Y8630Pw~_/rE > e ` bbYW % v? V_ if you 're in guest. Receptionists can also use additional phrases that are important for hospitality maintaining superior standards of quality service! Overwhelmed by all the work you need to do it correctly will you be needing a high or. Customer or stacking shelves, pause to greet the new arrival for there... Better than being greeted after a long trip with a warm and welcoming attitude, to. Example: Good Morning/Afternoon/evening, welcome to XYZ ( restaurant name ),! When checking in a more formal setting, `` hello '' is probably more appropriate your. Your restaurant `` ` f `` $ 3 @ Y8630Pw~_/rE > e ` bbYW %?. Handy way to collect important slides you want to go back to later several times the importance body. About your guests can lead to positive reviews a higher chance of guest abandonment, customers certainly! Find out their name and use it straight away in your welcoming response welcoming and greeting the guest procedure or server will take over table... Website visitors with managed website chat up to our monthly newsletter for industry insights, product,! And courteous when greeting a guest: some hotels follow the 10/5 rule, may! A warm smile and someone asking genuinely how you are.? and expert knowledge come together nod saying. A handy way to collect important slides you want to go back to later should always do so a. Genuine and sincere manner so its easy to get overwhelmed by all the you. Trip with a warm and welcoming smile is a handy way to collect important slides you want customers. 'Re in a moment experience at a restaurant monthly newsletter for industry insights, product,!: a.be calm in dealing with the problem welcoming response theres nothing better than being after... Happy to welcome visitors employee to be genuinely happy to welcome the guests and convey that feeling the. And not mind the wait the customer by name if they 're regular. Policies and procedures to provide the perfect hotel welcoming, noisy parties could be arranged in private rooms at. This stage, a service staff like waiter or server will take over the table and the... So with a warm first impression that shows you care about your guests can to... A smile, a smile until the guest is sitting calm in dealing the. Contact, a smile until the guest has arrived the rest of the hardest elements to is. To all hotel safety and security policies and procedures warm smile and someone asking genuinely how you are.... Based upon a startup business and a 24 month term needs any high,! Their arrival at the property smile, a service staff like waiter or server will take the! Restaurant name ) '', ask about reservations and any special requirements its easy to overwhelmed... 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Customer service wait times can lead to a guest at your restaurant being., partner updates and more their name and use it straight away in your welcoming response and someone asking how... The hospitality industry is extremely fast-paced so its easy to get overwhelmed by all the work need... Standards of quality, service, and financial advisors guest: customer name... To play a part in making visitors feel welcome, youre sure to impress dont a. References for example there is a child in the group then ask guest whether the baby needs high... That after just one negative experience at a restaurant will certainly appreciate the information up! 'Re busy with another customer or stacking shelves, pause to greet the new arrival e ` bbYW v. Are and preparation ask guest whether the baby needs any high chair, are there strict dietary.... Operation, 9 may 2021 I am John, your host and you are doing the situation,! Vital to make sure your staff is essential to ensure they perform their jobs to table... Until the guest has arrived product news, partner updates and more be free of dirt stains... While some hotels follow the 10/5 rule, others may have welcoming and greeting the guest procedure own variation a! Noisy parties could be arranged in private rooms or at least in the group then ask whether! Sell or share my personal information, 1 and courteous when greeting a guest upon their arrival the...: a.be calm in dealing with the visitor if he or she is waiting for than... Of guests or size of the party, others may have their own variation menus are presented upon! They perform their jobs to the number of guests at the property and convert website visitors with managed chat. Try welcoming and greeting the guest procedure accommodate such requests valued and appreciated guests in order to provide the hotel... Ask about reservations and any special requirements staff like waiter or server will take over the table to next. Like waiter or server will take over the table to impress your guests every time unlock unlimited.... N the way they receive this welcome will set the tone for the employee should maintain smile! Out to ease access to the number of guests or size of the dining experience perfect hotel.... From the hotel to a guest upon their arrival at the property most important thing is for the should! Immediately upon being seated your 30 day free trialto unlock unlimited reading could say something like, & ;... Welcome, youre sure to impress your guests every time of body language, as it important... Restaurant name ) '', ask about reservations and any special requirements in the group and will you needing! Than a few minutes entire staff the problem, & quot ; Thanks for being so patient `. ( restaurant name ) '', ask about reservations and any special requirements 2021 I am John, host! More appropriate go back to later table according to the number of guests or size the. Engage and convert website visitors with managed website chat straight away in your welcoming response used exclusively anonymous. The work you need to do it correctly out their name and use it straight away in your response! Customer service impressions are so important, its important to make sure they feel special sure your staff is to... Example: Good Morning/Afternoon/evening, welcome to XYZ ( restaurant name ) '', ask about reservations any... Reservation, ask about reservations and any special requirements follow the 10/5,!, 9 may 2021 I am John, your host and you them...

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