Front Desk Best Practices

Purpose (Why we do this):

At HRA we strive for excellence, and our leasing office/front desk space is on display. It is important that we uphold The Pledge by keeping these area’s clean and offering superior customer service in our greeting.

Policy (What you’re supposed to do):

First impressions are made in the first 3 seconds with a new guest, so it is important to Horizon that every interaction (especially their first), is a positive one. We must give our attention to every guest that walks in the door.

Our leasing office and front desk are a representation of Horizon takes pride in its exceptional property appearance. Desks are not to be used for file storage or for eating.

Procedure (HRA Way!):

When greeting a guest, address them with a smile while making direct eye contact and stand to introduce yourself while shaking their hand. We must always attempt to answer their questions without passing them a different team member and to always maintain a pleasant attitude (even when it is difficult to do so). When guests are waiting, offer them a beverage or a snack. If you are on the phone when a guest walks into the office, or if you are with another guest, make eye contact and stop and find a good stopping point with your phone guest to place them on a brief hold; address the client in front of you and ask them to please have a seat while you wrap up your call. If the call will take some time, call for back up from another teammate if they are available.

Our workspaces must be clean and tidy; free of food, cell phones, and clutter. Business cards (ordered through the design portal), should be displayed neatly on your desk and available for your guests to take.