HOST Worldwide Training

HANDLE WITH CARE — CONTENTS UNDER PRESSURE

Front Office associates create the impeccable first and last impressions that define the entire stay. Like an orchestra, they set the stage and the tone for the performance.

7 secondsto form a first impression

×8positive touchpoints to fix one bad start

10 minutesarrival window shapes the stay

Guests Arrive Under Pressure

Fluctuating airfares & hidden charges
Long airport lines & baggage restrictions
Security friction & cramped seating
Inconsistent, impersonal service en route

Front Office Mission

Be the calm after the journey. Your welcome should say, “We see you. You matter.” Make every guest feel welcome, appreciated, and important.

“Welcome,” direct eye contact, and a tone-matched smile
Personalize by learning and using the guest’s name
Anticipate needs; provide swift relief and clarity
Warm language + polished body language
Confident guidance and effortless lobby flow

Outcomes We Drive

Stronger first & last impressions
Higher guest satisfaction & loyalty
Better online sentiment & brand reputation
Operational rhythm—like a well-led orchestra

Front Desk — The Tempo

Acknowledges the next guest in queue with a smile or kind word
Welcomes each arrival with genuine warmth
Lets the guest speak first and last (guest-centered tone)
Graceful queue flow, confident verification, friction-light key handoff
Upsells with integrity; offers tailored local insight

Bellman — The Theme

Uses the guest’s name naturally in conversation
Escort with presence; introduces self; conversation finesse
Polished room reveal; confirms satisfaction
Proactive guidance on dining, amenities, and directions

Minute 0–1

Welcome & Relief
Doorman opens with grace; names used; baggage glide.

Minute 1–3

Orientation
Front Desk sets tempo—clear, confident, human.

Minute 3–6

Personalization
Preferences noted; small touches that matter.

Minute 6–9

Escort & Reveal
Room readiness confirmed; “this is perfect.”

Minute 9–10

Assurance
Next steps (Wi-Fi, dining, amenities); open invitation to ask.

Skill Rehearsals

Greeting choreography & body-language drills
Recognition & name-use practice
Speed-with-warmth check-in scripts

Service Recovery

De-escalation language under pressure
Make-it-right authority & boundaries
Turning missed notes into standing ovations

Quality & Measurement

Arrival/Departure scorecards
On-site Quality Assurance Auditors (objective evaluation & coaching)
Team huddles and post-shift reflections

Make the first minute unforgettable—and the last one the reason they return.