Front Desk Training Essentials

What is the most important skill for customer service?

• Technical knowledge

• Product expertise

• Effective communication

• Sales experience

How should you greet a customer at the front desk?

• Goodbye! Have a nice day!

• What do you want?

• Hello! Welcome to our establishment. How can I assist you today?

• Can I help you with something else?

What is the best way to answer a phone call?

• Answer with a random phrase unrelated to the caller.

• Hang up immediately without saying anything.

• Greet the caller, identify yourself, and ask how you can help.

• Ignore the call and let it go to voicemail.

Why is it important to listen carefully to customers?

• To increase sales without feedback

• To avoid customer complaints

• It is important to listen carefully to customers to understand their needs and improve satisfaction.

• To reduce communication with customers

What should you do if a customer is unhappy with their service?

• Suggest they never use the service again.

• Ignore the customer and move on.

• Listen to the customer, acknowledge their concerns, apologize, offer a solution, and follow up.

• Tell the customer they are wrong.

How can you make a good first impression on a customer?

• Greet warmly, listen actively, and show genuine interest.

• Speak in a monotone voice to maintain professionalism.

• Rush through the conversation to save time.

• Ignore the customer and focus on paperwork.

What information do you need to take when managing reservations?

• Guest's name, contact details, reservation dates, number of guests, special requests, payment information.

• Room service menu

• Guest's favorite color

• Check-in time only

What should you do if you receive a call about a reservation issue?

• Ask the caller to call back later.

• Ignore the call and move on.

• Cancel the reservation without checking details.

• Verify the reservation details and provide a solution.

How can you stay calm during a busy check-in period?

• Focus on what others are doing instead of your tasks.

• Ignore the situation and hope it gets better.

• Practice deep breathing and prioritize tasks.

• Start multitasking without a plan.

What is a professional appearance for front desk staff?

• Casual clothing like t-shirts and jeans

• Worn-out shoes and unkempt hair

• Front desk staff should wear clean, pressed uniforms or business attire, maintain good hygiene, and present a friendly demeanor.

• Loud and aggressive behavior towards guests