PRACTICAL
WELCOMING OF THE GUEST
Objective: To understand the essentials of welcoming the guest to the hotel
Welcoming of guest to the hotel is very important aspect of the guest experience as this is the
first impression which the guest receives as far as his or her stay is concerned. It creates an
instant link of the guest with the hotel and the hotel staff. All the guest arriving in the hotel
must be welcomed in.
Welcoming begins with the first employee that comes in contact with the arriving guest.
Remember a good greeting sets a positive tone for the entire conversation as it is said “ FIRST
IMPRESSION IS THE LAST IMPRESSION”.
GOLDEN RULES
There are few GOLDEN RULES that are important for Front Office Personnel during the
welcoming process.
A) Golden Rule- Prerequisites
These are to be followed and maintained prior to the arrival of the guest
1. Well groomed
2. Clean and Hygienic Lobby and the work area
3. Pleasing Personality
4. Confident
5. Positive Attitude
6. Knowledge of the hotel, city, etc.
7. Technical Competence-Skills and Salesmanship
8. Presence of mind
9. Cultural Considerations
B) Golden Rule- Guest Contact
These are to be followed while coming in contact with the guest. While Greeting the guest
one has to be -
1. Polite
2. With Smile (genuine, Happiness)
3. Warmth
4. Speech- clear
5. Courteous
6. Good body language
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7. Tone-Friendly
C) Golden Words-
1) While coming in contact of the guest- PLEASE
PLEASE
P POSTURE
L LOOK AND LISTEN
E EXPRESSION
A APPEARANCE
S SPEECH
E EAGERNESS TO HELP
2) During Guest Complaint Handling-RIGHT
RIGHT
R RESPOND PROMPTLY
I IDENTIFY YOURSELF
G GO OUT OF YOUR WAY TO HELP
H HEAR CAREFULLY AND PATIENTLY
T TALK POLITELY
3) Use of Magic Words
1. Thankyou
2. Please
3. Welcome
4. Sorry
5. Excuse Me
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WELCOMING PROCEDURE
1. Regardless of your role when a guest first walks in welcome them with a warm smile
and eye contact.
2. Guests must be greeted verbally when they come within 2 metres of the front desk.
3. Think! Have you seen or met the guest before.
• If so, acknowledge this by saying “welcome back” or “it’s good to see
you again”. If you can recall name then address by name.
• If you aren’t sure treat the guest as a new guest.
4. When the guest approaches-
i. Introduce yourself by name making sure your communication is professional, yet personal.
Good morning, I am.......... How may I assist you?
ii.If occupied with another guest, it is important to acknowledge arriving guests.
• This can be done with eye contact, a smile, a nod or b y saying ‘I will be with
you in a moment’.
iii.If occupied with another task, put it on hold, the person in front of you comes first.
5. Small talk at the time of arrival keeps the guest busy during registration formalities.
6. Registration formalities- From International Guest- Passport/Visa details. From
Domestic-Photo Identification Card (Registration form- pre printed form which has
Information regarding- Name of guest, no of pax, address and contact details, room
type, no of days, mode of payment tour, any other, these are crosschecked at arrival.
And duly signed by guest. Along with this information confirm about place he is coming
from, where is he going, is this his first visit to country/city/hotel, does he need
assistance for city can be part of small talk.
7. Inform the guest about hotel services like health club, pool timings, restaurants, special
events in the hotel.
8. While attending the guest requests and complaints show empathy, inform them that you
will do the needful/resolve the complaint. Then do it and inform the guest.
PHRASES FOR WELCOMING GUEST
1. Good morning welcome to The IHM Pusa Hotel, How may I help you?
2. Good morning Pusa Namaskar, My name is ………………, How may I assist you
today?
3. Welcome to The IHM Pusa Hotel Ms. Sharma, Good to see you back.
4. Hope you have a pleasant stay at the hotel.
COMMONLY USED PHRASES
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1. Is there anything I can do for you?
2. Hope you had a pleasant stay at the hotel.
3. Thank you, have a pleasant day.
4. It's been a pleasure serving you. We look forward to see you again.
5. Hope to see you back again
6. Have a nice journey
VIP WELCOME ON ARRIVAL
Arti Tikka
Garland
Planter
Bouquet
Welcome Dance
Welcome Drink
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