20 Front Desk Commandments

The statement suggests that it is appropriate to share personal matters during program time. However, this is not true. Program time is typically meant for work-related activities and discussions, not personal matters. Sharing personal matters during program time can be seen as a distraction and may disrupt the flow of work. It is generally recommended to keep personal matters separate from work and discuss them during appropriate times, such as breaks or after work hours.

Making eye contact is important because it shows that you are actively engaged and paying attention to the person you are interacting with. It conveys interest, respect, and attentiveness, making the other person feel valued and acknowledged. Eye contact is a non-verbal form of communication that helps to establish a connection and build rapport with others. It can also enhance understanding and trust in a conversation, as it allows for better interpretation of facial expressions and body language.

The correct answer is "always wrong right". This means that you should always apologize, even if you know you're right, because the guest is always considered to be wrong. It emphasizes the importance of prioritizing customer satisfaction and maintaining a positive relationship with guests.

The statement suggests that one should ensure that the schedule is accurate and avoid providing incorrect information. This implies that it is important to be diligent and responsible when it comes to managing schedules and sharing information. Therefore, the correct answer is "True" as it aligns with the given statement.

The statement suggests that a smile is an essential component of a person's uniform. This implies that a smile can have a significant impact on one's appearance and how they are perceived by others. A smile can convey warmth, approachability, and positivity, making it an important aspect of a person's overall image and impression. Therefore, the answer "True" indicates that a smile holds great significance in one's uniform.

The correct answer is "welcomed" because the sentence is discussing how guests should feel when they visit, indicating that they should be made to feel welcomed. The front desk is mentioned as representing the program's environment, further emphasizing the importance of creating a welcoming atmosphere for guests.

The correct answer is "clear of people" because the front desk area should be kept free from any unnecessary or unauthorized individuals. This is important to maintain security, ensure privacy, and allow the front desk staff to effectively carry out their duties without any distractions or disruptions caused by the presence of people who do not have a legitimate reason to be there.

The correct answer is "organized" because it is the opposite of "disorganized" and "messy," which implies that the front desk should be neat and well-arranged. Being professional is also important, but it is not directly related to the physical organization of the front desk area.

The correct answer is "announce" because it suggests that visitors should be informed or notified about something, such as their presence or their turn to be attended to. This implies a courteous and organized approach to handling visitors, rather than ignoring them, staring at them, or upsetting them.

The correct answer is "always" because as a host or hostess, it is important to provide excellent customer service and make guests feel valued and respected. Even if a guest is mistaken or wrong about something, it is crucial to handle the situation with tact and professionalism. By always making guests feel like their opinions and concerns are heard and acknowledged, it helps create a positive and welcoming atmosphere, enhancing the overall guest experience.

Leaving your phone "in your Pocket" implies that it should be kept in your pocket, suggesting that it should not be visible or easily accessible. This answer promotes the idea of minimizing distractions and being present in the moment by keeping the phone out of sight and reach.

When communicating over the phone, the sense of hearing is the primary way to perceive and understand the other person's voice and tone. Since the question is about callers being able to perceive something, the most appropriate answer would be "hear." This is because hearing is the sense that allows us to perceive sounds, including the speaker's voice, laughter, or any other auditory cues that might indicate a smile.

This question is asking about knowing two things: who the children are and where they are. The word "who" is used to ask about a person's identity, so it is appropriate to use in the first blank. The word "where" is used to ask about a location, so it is appropriate to use in the second blank.

The statement is false because it is not efficient or productive to use program time for administrative tasks. Program time should be dedicated to the activities and tasks directly related to the program's goals and objectives. Administrative tasks such as making copies or sharpening pencils should be done outside of program time to ensure that program staff can focus on their primary responsibilities and maximize their time and efforts.

The statement suggests that checking the mailboxes is always necessary because only old paperwork should be in there. However, this is not necessarily true as there could be other important items like letters, packages, or documents that are not considered old paperwork. Therefore, the correct answer is False.

When addressing people, it is important to be considerate of your tone, language (including body language), and attitude. Tone refers to the way you speak or express yourself, and having a respectful and appropriate tone is crucial in effective communication. Language encompasses not just the words you use, but also your non-verbal cues such as facial expressions and gestures. Being mindful of your body language is essential in conveying respect and understanding. Attitude refers to your overall demeanor and approach towards others, and having a positive and considerate attitude fosters better relationships and interactions.

The statement suggests that it is appropriate to ask for help only after expressing frustration in front of a guest. However, this is not true. It is generally considered polite and respectful to handle frustration privately and calmly before seeking assistance. Venting frustration in front of a guest can create an uncomfortable or negative atmosphere, and it is better to maintain composure and address the issue in a more appropriate setting.

The statement suggests that it is not necessary to go out of your way to help guests feel welcome. This implies that guests should not expect any special efforts or gestures from the host. However, this contradicts the basic principles of hospitality, where hosts are expected to make an extra effort to ensure the comfort and satisfaction of their guests. Therefore, the correct answer is False.

This answer lists four actions that should be followed: giving the right information, double checking the information, making guests feel comfortable, and making guests feel confident in the services they are receiving. These actions are likely referring to guidelines or expectations for providing good customer service. By giving accurate information and double checking it, guests can trust the information they receive. Making guests feel comfortable and confident in the services they are receiving helps to create a positive experience for them.

The phrase "Thou shall treat everyone, everybody as your favorite person" suggests that one should treat every individual as if they were their favorite person. The words "everyone" and "everybody" are both used to refer to all people without exception. Therefore, both options are correct and convey the same meaning in this context.