Regardless of how busy your Hotel is and you are during your shift – Your only mission is to serve (read on or watch the video).

  1. Always be patient. It might take practice.
  2. Do not show frustration. Be consistent throughout the shift.
  3. Do not let anyone enter your Hotel without a warm greeting.
  4. Never ask for a reservation aggressively.
  5. Do not make a single person feel bad. Ever.
  6. Do not say, “Are you waiting for someone?” It is rude.
  7. If a Room is not ready within a reasonable length of time, offer a free drink and/or snack. The guests may be tired and hungry and thirsty, and they did everything right.
  8. Do not announce your name.
  9. No jokes.
  10. No flirting, no cuteness.
  11. Do not reach across one guest to serve another.
  12. Do not drink in plain view of guests.
  13. Do not chew food in front of a guest.
  14. Do not wear too much makeup.
  15. Do not wear too much jewelry You know you have too much jewelry when it jingles and/or draws comments.
  16. If someone complains about the music, do something about it, without upsetting the ambiance.
  17. Never play a radio station with commercials or news or talking of any kind.
  18. Do not interrupt a conversation. For any reason. Wait for the right moment.
  19. If someone is getting agitated on a mobile phone, politely suggest they keep it down or move away from other guests.
  20. Do not recite the Booking too fast or robotically or dramatically.
  21. Remember this is not an audition.
  22. Never touch a customer. No excuses. Do not do it. Do not brush them, move them, wipe them or dust them.
  23. Do not touch the Guest’s personal property without asking permission.
  24. When you ask, “How’s everything?” or “How was your journey?” listen to the answer.
  25. Never say “I don’t know” to any question without following up with, “I’ll find out.”
  26. Offer guests Restaurant Bookings with their key.
  27. Know your Hotel and its services thoroughly.
  28. If someone wants to know your life story, keep it short.
  29. If someone wants to meet the chef, make an effort.
  30. Never refuse to substitute one Room for another if it is available.
  31. If someone is unsure about a Room choice, help them. That might mean sending someone else to view another room or two.
  32. Never allow a customer to change the details of their stay without asking them why? Perhaps, something went wrong.
  33. Make sure the Bedroom is clean.
  34. Do not have a personal conversation with another member of staff within earshot of customers.
  35. Do not gossip about co-workers or guests within earshot of guests.
  36. Never patronize a guest who has a complaint or suggestion; take it seriously, address it.
  37. Always Listen.
  38. Never acknowledge any one guest over and above any other. All guests are equal.
  39. Do not drink alcohol on the job, even if invited by the guests. “Not when I’m on duty” will suffice.
  40. Never reek from perfume
  41. Never reek from cigarettes.
  42. Never hover long enough to make people feel they are being watched or hurried.
  43. Do not curse, no matter how young or hip the guests.
  44. Do not call a man “dude” or “mate”.
  45. Do not call a woman “lady” or “chick”.
  46. Do not compliment a guest’s attire or hairdo or makeup. You are insulting someone else.
  47. Make eye contact when guests are checking in or out.
  48. Thank him or her.
  49. Never Disappear.
  50. Don’t Forget Everybody in the Hotel Needs you somehow.

Tell me what you think and if there is anything missing?

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