01Why the first minute matters
A guest who has travelled for hours arrives with one question: will this place take care of me? The answer is formed in the first minute — long before they see the room.
02Before they reach the desk
- Look up and make eye contact as soon as someone walks in, even if you are on the phone.
- Smile and nod if you are busy: it says “I see you, I’m coming.”
- Keep the desk clear. A tidy counter reads as a calm, organised team.
03The greeting
- Greet first, process later: “Good evening, welcome!” before “Last name?”.
- Use the guest’s name as soon as you have it — once or twice, not in every sentence.
- Notice context: luggage, children, a long flight. A short “long day?” shows you are paying attention.
04Confirm, don’t interrogate
Read the reservation back instead of asking for everything again: dates, room type, rate and any requests. It is faster and it proves the hotel already knows them.
05Close with the three things they actually need
Everything else can wait for a card in the room. Finish with an offer: “If anything is not right with the room, call me and I’ll fix it.”
- Wi-Fi.
- Breakfast times and where it is.
- How to reach the desk at any hour.
