Guest Interaction Guidelines
Verbal Greetings (Returning Guests)
Acknowledge Their Return & Use Guest ’ s Name: “ Welcome back, Mr. Al - Farsi! It ’ s wonderful to have you with us again at Shangri - La Jeddah. We ’ re so happy to see you return. ” or “ Good morning/afternoon/evening, Mr. Ahmed! It ’ s a pleasure to welcome you back to Shangri - La Jeddah. ”
Non - Verbal Greetings
Eye Contact : Making eye contact shows attentiveness and conveys that you are present and engaged in the interaction. Posture : Stand tall and open, with shoulders back and a smile, demonstrating confidence and a readiness to serve. Gestures : Simple gestures like a nod or a slight lean forward can demonstrate active listening and invite the guest to share their needs. Hand Gestures : If guiding a guest to a location, such as directing them to check - in or to their room, use open hand gestures to indicate direction. Handling Requests
Handling guest requests is key to great service. Acknowledge requests quickly, show understanding, act fast, and offer personalized solutions to create a positive experience. Communicate clearly, manage expectations, and follow up to ensure satisfaction. Going the extra mile shows your commitment to excellence and builds lasting guest relationships.
“ I ’ m happy to assist you with that, Mr. Sami, I will take care of that right away. ”
“ I ’ m afraid Niyyali doesn ’ t have availability for the time you requested, but we can reserve a table for you at [alternative time], or I can recommend other dinner options. ”
“ I just wanted to check in Mr. Ibrahim and make sure the extra towels were delivered to your satisfaction. ”
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