Front office employees are the most visible employees in a lodging establishment. They are often the first people you see when entering the building if the establishment does not have a Parking, Door or a Bell Attendant, which is mainly the case when traveling to a more cost efficient lodging facility. Although, if you are traveling to more of an upper class lodging facility, then you will encounter every rooms division employee from the minute you arrive to the second you leave.

Here are ways that each rooms division employee can create exemplary guest service:

Valet Parking Attendant - Valet Parking Attendants provide a parking service for guests vehicles. They should always have a smile on their face and show their utmost respect for the guest from the moment they step out of their vehicle. Making sure you have a calm and confident tone in your voice when approaching the guest will assure them that you are trust worthy, this makes it easier for them to handover the keys to one of their most prized possessions.

Most likely when a guest leaves the establishment they will need directions to popular attractions, restaurants and events. Valet Parking Attendants can remove some of the hassle from their trips by helping with directions. It is important when giving guests directions that you keep them as simple as possible. Only give directions through safe areas, write down the directions for the passenger, and make sure you are using “left” and “right” directions instead of north, south east and west. Most importantly, ask the guest if they understood the directions you gave and if not, repeat them again.

Door Attendant- When a guest arrives at the facilities entrance a particular employee that can make the arrival an excellent one is the Door Attendant. Making sure Door Attendants greet guests with a smile and say, “Welcome” when the guest is arriving and, "Have a great day" when the guest is exiting, is vital. Also Door Attendants need to make sure that the door is opened wide enough for guests especially for those in wheelchairs or pushing a stroller.

Bell Attendant- the Bell Attendant provides baggage service between the lobby area and the guests room. Sometimes they provide service out to the guests vehicle. Before arriving at the guests room it is important to have the correct elevator courtesy. Riding the elevator can often be awkward so it is up to the Bell Attendant to making light conversation. This could entail chatting about about local events going on, what the guest has planned while staying at the establishment or the weather. Allowing the guest to enter and exit the elevator first makes it easier for the Bell Attendant to hold the elevator door so that it does not close on the guest. If there is room in the elevator and other guests are approaching it, the Bell Attendant will hold the elevator door open for them to enter also. A Bell Attendants friendliness and ability to have small talk makes a good impression on the guests. Providing exemplary guest service includes showing the guests how to use security devices in their rooms and the key card that opens their door (including any tricks or tips they may have). Also, showing the guest how to navigate the television/remote, giving directions to the ice and snack machines and how to use the coffee maker.

Room Attendant (Housekeeper) - The Housekeeper is often considered the most important support person for the front office staff and is typically the department that has the largest number of staff. Communication between the front office and housekeeping contributes to exemplary guest service while helping the front desk representative monitor guestroom status. Communication, politeness, and being respectful is also a huge contribution to guest service. The housekeeping staff are the employees that provide a service within the personal space of the guest so it is especially important to knock and announce yourself before entering a guests room. The Housekeeper can also make light conversations like asking the guest if they are enjoying their stay, if they need anything else, and if they have anything fun planned while staying at the establishment. Often hotels will have brochure racks that contain brochures for popular attractions and tourist guide books. Inside these could be coupons for attractions or local restaurants and they may contain local information such as where there the local coffee shops, liquor stores, public restrooms, grocery stores, and visitor information sites are located. If a housekeeper has been told that a family is going to a certain attraction, a great example of exemplary guest service would be to leave a brochure or a coupon in their room. It is very beneficial for the Housekeeper to keep brochures and tourist guide books handy so she/he can easily hand or leave them for the guests.

Watch this video on Guest Engagement Part 1 directed by Hendy Prabowo from Shangri-l Abu Dhabi. The video shows exemplary Housekeeping guest service.

https://www.youtube.com/watch?v=3Kdw4J10LKk

Here is an example of a chance to win a $50 gift certificate to two local restaurants. A Housekeeper could leave this page, an envelope and a stamp for the guest so they can put their name in for a chance to win the raffle. This is another strategy in helping a guest decide if they want to return to your establishment.

Here are a couple of pages in a guide book that can help guests find local places such as laundromats, hospitals, movie theaters etc.