In Japanese, the word for customer is “o-kyaku-san,” which
means “a visitor in your home.” When at
the desk, it’s easy to forget about all of these visitors, especially when most of them will never come talk to
us. But we still need to treat them like
guests, and there are two simple ways to do this.
First, appear welcoming and approachable.
Second, remain aware of your surroundings and
be ready to give a guest your full attention.
During your shifts think about how your actions, body language, and expressions convey
this.
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