It is every team member’s responsibility to ensure the smooth arrival of every guest.
This begins with taking pride in presentation, it relies on the atmosphere we create, and it is achieved with a warm, genuine welcome.
We all have the ability to transform a guests’ experience. A frustrating journey ends and a smooth one begins at our door, a bad day can be undone with a thoughtful touch, and a stressful day at the office can be eased with fuss-free service and uncompromised comfort.
All this is possible before the guest has even checked in.
We are always happy to welcome a guest. As if guiding them into our own home, we take pride in being the ultimate host to everyone who enters our hotel.
Guests are welcomed by the closest team member to the front door – we always greet our guests with eye contact and a genuine smile.
Handy Tips
A warm and sincere welcome will inspire a warm response.
This is how we expect every guest’s journey to begin, which is why it is not the sole responsibility of our FOH team to welcome our guests.
It is the responsibility of any team member within 4 metres of a guest at the front door to say a friendly hello and offer to help them with their luggage.
Exterior
- Only the brand & country of origin flags are displayed (unless pre-approved by Central Ops team & brand team)
- Planters are positioned at either side of the main entrance
- The hotel name plate must be placed at every entrance, at a height visible to all
Photo of flags
Photo of entrance with planters
Entrance
- Entrances are always well lit and clearly marked, prioritising wayfinding to reception where needed
- Our hotels are accessible 24/7. When the front doors are closed, guests can gain access via an electronic entrance door using their room key card
As if by magic our building, in the middle of a chaotic city, is transformed…
A welcoming fragrance, atmospheric background music and lighting that’s simply perfect for the time of day. Warmth when it’s cold, cool when it’s hot, a comfortable place to sit for a brief rest and water to drink after a day of exploring.
These seemingly small details, experienced together, make a big impression.
It’s this first impression that can, and will, live on in a guest’s memory.
Scent
- The Clermont fragrance is to be used at all points of entry to the hotel
Music
- Our branded playlist is to be played 24/7
- There are a series of set music volume levels for use during the day; the levels are split by time to match the expected footfall and to complement the desired ambience for that time of day (e.g. morning, lunch, evening)
Lighting
- There are a series of lighting levels for use during the day; these are split by time to match the desired ambience for specific times of the day. (e.g. early or late morning, lunch, evening, night)
- Lighting in reception is set at an optimal level for reading documents
Temperature
- Temperature should always be set according to the guests’ needs, not to suit team comfort
- The ideal temperature range is between 19-22°C to suit the time of year and outside temperature, i.e. warm on a cold day, cool on a hot day
The Space
- All hotel spaces need to be kept neat & uncluttered at all times
- Any hotel advertising must be produced according to brand guidelines. Any third-party advertising must be discreet and complement our branding
- Luggage storage is available for all guests but must be out of sight; no luggage is to be stored by reception at any time
- A water dispenser is placed in the lobby and is kept full and clean at all times
- Flowers and/or plants are included in the lobby dressing; these must be kept tidy and watered
- Any temporary signage must be produced in line with brand guidelines
- cloud_download Entrance & Lobby Checklist