The staff must be friendly. Some hotels believe in this creed so much that part of the hiring process is counting the number of times a person smiles. Friendliness is great, but must be coupled with professionalism. The staff must always have clean and tidy uniforms—the first impression is the lasting impression in the hotel business. All staff should be practiced in the art of answering the phone politely and professionally, and should be aware of rates, room availability, and any specials running. Every staff member should be prepared to tackle any challenge or task that may occur—from a clogged sink to a financial audit. The staff should have a nice eye contact that shows affection and care towards guest.
Guests are not always on their best behavior, but the staff must be; it is their job. Particularly during stressful times of the year—the holiday season, tax season, the heat of the summer—people tend to get irritated and impatient. It is the job of your staff to accommodate even the nastiest of customers. Patience and a smile should be met with harshness and rudeness, even when it is very difficult to do so.
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