Front Desk Training

Learn the essential skills and professionalism required for hotel front desk operations.

The Role of the Front Desk in a Hotel

The front desk is the face of the hotel — it’s the first point of contact for every guest. Front desk staff represent the brand image and service quality of the hotel. Their attitude, language, and efficiency directly influence how guests perceive their entire stay.

The core of front desk service can be summarized as the “Three Firsts”:

Hotel Front Desk

Professional Appearance and Etiquette

Front desk staff must wear clean, wrinkle-free uniforms, usually in neutral colors (black, navy, or gray). Shoes must be polished, and name badges visible.

Personal Grooming: Male employees: neat haircut, no long or colored hair. Female employees: light makeup, hair tied up. Fingernails trimmed, no bright nail polish.

Polite Phrases:
“Good morning! Welcome to our hotel!”
“May I have your booking name, please?”
“Please wait a moment while I confirm your reservation.”
“Enjoy your stay!”

Key Front Desk Procedures

The main workflow includes check-in, guest inquiries, check-out, and telephone handling.

Hotel Check-In

Handling Emergencies

Lost items, guest disputes, or emergencies like fire or power outages require calm and professional responses. Always follow hotel safety protocols.

Common English Phrases for Front Desk Staff

Training Video

Click the button below to watch the front desk training video on YouTube.

Watch Front Desk Training Video