Welcoming, Greeting and Receiving Hotel Guests –
Full Notes
Introduction
Welcoming, greeting, and receiving guests are the most important duties of the front office staff in
any hotel. The first impression created at this stage sets the tone for the guest’s entire stay. A
warm, courteous, and professional welcome not only enhances guest satisfaction but also builds
long-term loyalty.
Importance of a Warm Welcome
- Creates a positive first impression of the hotel.
- Reflects the quality, service standards, and professionalism of the hotel staff.
- Helps in reducing guest anxiety after traveling.
- Encourages repeat visits and guest loyalty.
- Distinguishes the hotel from competitors.
Key Elements of Welcoming and Greeting
(a) Approaching the Guest
- Acknowledge the guest’s presence immediately.
- Approach with a smile and professional posture.
- Avoid making guests wait unnecessarily.
(b) Greeting Etiquette
- Use time-appropriate greetings (Good Morning / Afternoon / Evening).
- Mention hotel name: 'Welcome to [Hotel Name].'
- Address personally if name is known.
- Maintain eye contact, smile, and warmth in voice.
(c) Body Language
- Friendly smile and open gestures.
- Stand straight with hands at the side.
- Avoid folding arms, chewing gum, or being distracted.
Receiving Guests
- Assistance with Luggage → Bell desk staff should step forward promptly.
- Offer Seating → Especially if check-in takes time or for elderly guests.
- Welcome Drink / Refreshments → In luxury and star hotels.
- Escort Service → Escort guest to the front desk or directly to the room.
- Special Attention → VIPs, families with children, and elderly guests need personalized care.
Check-in Procedure and Etiquette
- Politely ask for reservation confirmation.
- Request ID and registration form completion.
- Be efficient to avoid delays.
- Provide room key card with info (Breakfast, Wi-Fi, facilities).
- Confirm luggage assistance and escort if required.
Personal Touch and Hospitality
- Anticipate guest needs (extra pillows, wheelchairs, etc.).
- Share hotel facilities and promotions.
- Provide local information when asked.
- Stay friendly but professional.
Do’s and Don’ts
Do’s
✔ Smile genuinely and be polite.
✔ Use the guest’s name.
✔ Provide quick and accurate service.
✔ Show empathy and willingness to help.
Don’ts
✘ Do not ignore or delay acknowledging a guest.
✘ Avoid slang or casual remarks.
✘ Never argue or show impatience.
✘ Do not keep guests waiting unnecessarily.
Conclusion
Welcoming, greeting, and receiving guests is the foundation of front office operations. A
professional, warm, and efficient approach ensures that guests feel valued and comfortable from
the moment they arrive. This stage not only influences guest satisfaction but also contributes to the
hotel’s reputation and repeat business.
