Helpful Service Behaviors for Staff + Common Service Mistakes to Avoid
DO:
- Greet guests warmly before any transaction — skipping the greeting reads as dismissive
- Let a female guest lead the physical greeting — never initiate contact first
- Use formal address — "monsieur" or "madam" followed by a last name where possible
- Always use your right hand when passing items, receipts, or payment
- Be warm and genuinely attentive — hospitality-driven guests respond better to connection than efficiency
- Be patient and unhurried — a pressured interaction may feel disrespectful
DON'T:
- Don't challenge or embarrass a guest in front of others — honor and reputation are easily damaged
- Don't read indirect communication as confusion — a hint may be a serious concern raised politely
- Don't assume directness means aggression — receive direct complaints calmly and resolve them efficiently
- Don't rush past a guest who wants a brief moment of connection — transactional service with no warmth feels cold
- Don't point a finger at a guest or product — use an open hand to direct instead
- Don't use the left hand to pass items or exchange anything with a Tunisian guest
