To not reprimand staff for not smiling?

Yes, you can't make someone welcome without the hint of a smile. A huge beaming smile isn't necessary, but it's impossible to project warmth without some form of a smile.

No reprimand necessary- you could pass on the advice to smile when serving customers to all staff members though.
I was asked nicely by my boss to smile more when working in hospitality many years ago - I did try and I didn’t take it very personally, but if I’d been reprimanded it would have been really upsetting.

I never do complain, but was nearly moved to do so at a large London venue. No, I don’t want manic grinning but a stony-faced reception and not looking customers in the eye impacts one’s experience. You just feel like cattle being herded along.

A polite pleasant expression is fine. Staff who look like they really don’t want to be there ensure I, the customer, won’t be back.

You don't have to single her out. Next team meeting, just remind everyone you work in hospitality and remember to smile, be pleasant or whatever, if you feel the need to address it at all.

Not smiling does not equal looking miserable! You can look alert and engaged without a smile.

Is smiling essential for a welcome? Can you welcome without one?

You were wrong to do so. A lack of smiling does not mean sullen.

I’d say that’s quite unusual. When you’re dealing with the public, it should be automatic to smile at them during an interaction, especially in hospitality! Male or female, btw - there’s no misogyny here.

lol this reminds me of when I worked in America and my employer’s staff induction book said “always smile, showing at least six teeth.” The manager who wrote the book was a woman by the way.

But yes in general it’s not too much to expect those in customer service roles to smile. RBF isn’t really an excuse because surely your face is not “resting” when you’re interacting with customers.

So you can’t feel someone is unwelcoming without being misogynistic? I hate the ‘cheer up love’ shit but this is someone in a hospitality job (the clue being in the name).

What if a female customer made the same complaint?

The OP said she had resting bitch face. it isn’t a judgement FFS - ‘manipulating women’s bodies’ is actually a ridiculous comment.

But people working with the public should have mastered the ‘totally fake but looks real’ smile. It sucks but it’s part of the job.

If the employee is unaware then the OP should raise it anyway. She herself said the woman had a resting bitch face. She also said the complaint was that the woman wasn’t ’smiley and welcoming’ which isn’t the same as ‘smile love it might never happen’.

Being helpful is great but surely someone who manages hospitality staff understands that ‘welcoming’ guests requires a smile (which is why I don’t work in hospitality anymore 😬)

Ironically, in therapy he's quite likely to be taught the fact that the physical act of raising the corners of your lips in a smile produces feel-good hormones in your brain.

It is possible this staff member is not aware of how their demeanour comes across. No one wants fake smiles and ‘have a nice day’ but just a genuine smile and hello when you greet someone can make all the difference.

My last boss was always telling me to smile more. The more someone tells you to smile the less you feel like smiling. Some of us have naturally serious faces. It doesn't mean we're not a great job.

I stayed in a premier inn just this past weekend and another customer told one of the staff to smile because it was ruining his experience. This staff member was just telling him where the guest services was to refill on essentials and was very friendly, and even said if you need any more help just let me know I'm happy to help, and he just stomped off.

Sometimes I do just think some people will pick faults with anything simply because they have a bone to pick.

Speak to the staff member and get the full story, but don't single her out for comms. Everybody should be aware that they're responsible for making their guests feel welcome, but equally know that as a manager you've got their back when things feel unfair.

OK so the person who complained is a tool who has time to complain about something so menial. If her not smiling ruined his day he should go to therapy.

I feel when you work in a public facing role you do need to smile. It is an act a lot of the time but it’s part of the role.

Absolutely. I have AUDHD and I kind of have to remember to consciously change my facial expression even when I’m with friends and enjoying myself And even I managed it with the public!

Not smiling when greeting customers IS unwelcoming. It sounds like you and other posters are assuming the customer was being misogynistic because of those knobs in the street that tell you to smile.

I have done hospitality and worked in offices and like other posters say, I was taught to smile on the phone. I am not remotely smiley but I still had to do it. I also have RBF but I know it’s not acceptable to show that to the public.

In any case I’m sure you will see whether it’s an issue with her going forward as there may be other feedback

I rem being snapped at as a 16yr old waitress by my boss one shift I was obvs bit tired hungover whatever 'would you ever put a smile on your face before you go out there' I've never forgotten it! Good advice for anyone dealing with people hospitality retail etc a smile goes a long way.

I agree. If you find smiling and being pleasant difficult then you should not be in a job where you are dealing with the public. Or even working with anyone else either, surely a smile is not too much to expect from someone - it's really not a difficult thing to do!.

I think the comment about aiming it at everyone , rather than that one staff member seems fairer than aiming it at that one poor woman. As long as staff greet me, make eye contact and are polite enough and not really being out & out rude I don't see the issue though. Some people just like the sound of their own voice...e.g. complaining.

"A smile travels down the line"
It works

Tbh in hospitality it's quite important to be welcoming, which does come with a greeting smile. The same as other jobs, we put on a smile while inside thinking fuck off! You can just address is at what customers find positive, a little smile and positive gesture.