Login Manifesto

How to welcome guests

This 'How to' is designed to ensure all staff welcome guests into the hotel with the same warmness and enthusiasm as they would do a visitor to their own home.

all staff must ensure the required level of quality for this procedure is maintained at all times and that all staff, contractors and suppliers that this procedure affects are aware and trained.


  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. 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 aren’t sure treat the guest as a new guest.
  3. Our greetings are never scripted and should always be delivered with inclination and sincerity. We also prefer elegant, more formal language during our first interaction with guests. Some suggested Some suggestions include; Hello, welcome; Welcome, good morning; Hello, good afternoon, welcome.
  4. Introduce yourself by name making sure your communication is professional, yet personal. “Great to meet you, I’m Nikko”.
  5. If occupied with another guest, it is important to acknowledge arriving guests. This can be done with eye contact, a smile, a nod or saying ‘I will be with you in a moment’. If occupied with another task, put it on hold. the person in front of you comes first – always.
  6. Anticipate what you think the guest would like. Look for needs. Flush out information through simple questions:
    • How did you get here, how has your day been, how did you arrive, how to you plan on spending your time here
    • What – what do you plan to do, what have you heard about the hotel, what are your plans for dinner
    • Who – who are you traveling with
    • Ask what to get when – when do you plan on doing that, when is your rental care arriving
    • Where – where did you hear about us, where are you headed tonight
    • Why – are you in Canberra, why choose hotel
    • Are – are you aware of the carpark, are you aware of the hotel, are you aware of whats happening tonight.
  7. Always check if there is anything else you can do to assist. “Is there anything else I assist you with Mr Jones?”