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Give 3 top points for front desk audit?

Tourism Hospitality Management Hospitality Hotel Management
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Question added by Hussamedeen Smadi , Hotels General manager , Swiss Blue Hotels
Date Posted: 2014/03/11
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Abdulwahab Madhat Agha
by Abdulwahab Madhat Agha , General Manager Operations , Royal Hospitality Org

1) Establish Eye contact while speaking to guest.   2) Greet everybody you meet and see, with a smile.   3) Address guests and team mates by name at all possible opportunity.   4) When guest ask for direction always guide the way.   5) Never tell a guest that you are tired, working long hours or want go home.   6) Maintain your work area -keep it clean.   7) Pick up any debris.   8) Do a follow up on anything you do for a guest by contacting them personally.   9) Listen to guest complaints / requests carefully if required pen down the details but never contradict or interrupt.   10) Never discriminate against any people, regardless of nationality, race, religion, color, sex or appearance, Give equal treatment for all.   11) Do NOT insult the guest.   12) Do NOT make promises that exceed your authority.   13) Don't Argue with the guest.   14) Always stay calm.   15) Avoid responding with hostility and defensiveness.   16) Don't promise the impossible, instead offer alternate choice.   17) Do report incidents on Log book or to superiors this will help to do any service recovery if needed.  

Stoil Zhelyazkov
by Stoil Zhelyazkov , Marketing Manager , Self Employed

Does all front office staff know about the guest service hours -restaurants, pool, special events in restaurants etc.    Does the Front desk team are punctual to their duty.   Are phones answered promptly and courteously.   Does the Front desk team is strictly following the duty schedule.

عبدالحليم سعيد

Se establecieron procedimientos para la recepción y tramitación de los clientes que son miembros de los programas especiales de hoteles clientes / que están destinados para el " invitado especial-

Los procedimientos para los huéspedes que esperan en las líneas de registro y salida controlados y modificados si es necesario con frecuencia

Los recepcionistas de front office y cajeros tienen actitudes amistosas y positivas 

( Lo siento de contestar en Español (sorry to answer in Spanish

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