Guest Interaction Etiquette
Delivering great service isn’t just about completing tasks — it’s also about how you treat the people you’re working around. This module explores the simple but powerful ways that professional communication can make a guest feel comfortable, respected, and welcome. Whether you’re passing someone in the hallway or responding to a room request, the way you present yourself leaves a lasting impression. This course is about making those everyday moments count, with confidence, clarity, and kindness.
10 minutes
Award Level One
Updated 05/06/2025
The purpose of this course is to help staff develop confident and professional communication skills when interacting with guests. Whether it’s a quick hallway greeting or responding to a service request, the goal is to create a positive guest experience through friendly, respectful, and appropriate behaviour. This module covers the importance of clear communication, respectful conduct, and understanding personal boundaries — so that every guest feels acknowledged, respected, and well cared for during their stay.
Learning Objectives
Greet guests politely and professionally in a range of everyday situations
Respond to guest requests in a calm, helpful, and clear manner
Demonstrate active listening and awareness of guest needs
Maintain professionalism and protect guest privacy at all times
Key Areas of Focus
Handling Guest Requests:
Understand how to respond calmly and clearly when guests ask for something. This includes knowing how to repeat the request back, confirm details, and follow through or report it as needed.
Professional Tone:
Practice speaking clearly and respectfully — even if the guest seems frustrated or unclear. Using polite language and a friendly tone helps build trust and keeps situations calm.
Respecting Guest Privacy:
Know when to give space. Learn what the “Do Not Disturb” sign means, how to knock before entering a room, and why it’s important to never share guest information or personal items.