Greeting the guests in public area

Standard

Front Office staff acknowledge guests with a smile, eye contact and nod within a distance of 10 steps. Guests who have waited for service receive an apology. Guest receive appropriate verbal greeting with a smile and eye contact within 5 steps away.

Procedure

When a Front Office staff meet a guest, in a public area, gardens etc. who is approximately 10 steps away, eye contact should always be made, with a smile and nod to acknowledge the guest’s presence.

When a guest is within 5 steps away, greet the guest with an appropriate greeting.

The staff should not wait for the guest to take the initiative, or avoid looking at the guest when passing