- Eye contact - look them in the eye.
- Warm, sincere smile - a false smile is worse than none at all.
- Good body language - stand up straight and avoid defensive positions, such as having arms folded.
- Use the guest's name, once established - but don't use it too much.
- Remember to say "Welcome to... " or "Welcome back."
- Listen to the guest's response and act accordingly.
Mark Kirby, front office manager, the Landmark hotel, London