The receptionist is also the hotels face. Document all the workflows in one accessible place. I highly recommend you use this site! Its not far off base to look at the front desk worker as a non-manager who does a large majority of the managing. 15 Inspirational quotes from hospitality greats - GuestRevu Wenn For example, have a separate email box for venting they can send messages to 24/7. In the event some of these departments arent present, front desk executives will step in and play these roles. Housekeeping in the Hospitality Industry | Role, Functions & Standards, Hospitality Leaders | Definition, Characteristics & Skills, Hotel Overbooking: Advantages, Disadvantages & Process, Hospitality Industry: Customer Service & Guest Satisfaction, Uniformed Services in Hospitality: Roles & Responsibilities. Do you enjoy it? When people care about their co-workers, they wont call off for no reason; they will offer to cover a co-workers shift, and when it is time to leave they will give plenty of notice. It is fatal to hang onto yesterday's victories. Among the most unusual tasks that I had to perform while being a hostel receptionist, I want to highlight a stormy day when the hostel kitchen and some rooms started to flood and it was just me working at the time. The hotel multichannel customer service challenge is not easy. Join our collaborative network of game-changers and see your business thrive. First, you get to work, and you get to take a look at all of the audits from the night before. When the front desk executive is present, its their job to supervise the workload and oversee the daily routines and tasks of the front desk and sometimes housekeeping. Set up an awards system for your front desk staff. I wasnt born a hotelier: without knowing better, I was suddenly working at a hostel front desk. 99 lessons. If you love meeting new people from different backgrounds, then working at the front desk is an ideal job for you. They also make it easy to standardize training since the same video link can be shared with every employee. Some guests call in and ask for breakfast room service, so Lisa sends those requests along to the hotel's kitchen. Also how is it working as a front desk agent? You limit yourself. To write a hirable front desk hotel resume use these pointers: Front Desk Resume Format . Get more out of every channel with Asksuitea hassle-free solution worth pursuing. You can also make guests feel special by offering them a complimentary upgrade, a welcome drink, or even a free dessert. 45 Interview Questions for Hotel Front Desk Staff (With - Indeed Combine all of your supporting documents, plus your guests most common FAQs, from your main training sections into a hard copy and a digital copy to serve as a reference point. You can teach this through virtual training too, however, in-person meetingsprovide a better opportunity for employees to bond. Give your staff permission to vent to you about guests. Data-driven insights and robust resources to help you grow. These skills encompass both hard and soft skills, . Wir entschuldigen uns fr die Umstnde. All Rights Reserved. Its also important to know when to seek the help of a supervisor or manager. Als u dit bericht blijft zien, stuur dan een e-mail And youve only been at work for about 45 minutes. Additional expenses may be added to this list as well as time goes on or in emergency situations. Some potential guests call, and Lisa answers their questions and takes down a reservation from one of these callers. Click to reveal The proof just might be in the fully staffed competitor across the street or down the road. Signup to receive our free monthly newsletter, packed full of hotel marketing tips and industry insight! Learn About Being a Hotel Front Desk Clerk | Indeed.com Most of the important functions that exist for the hotel begin and end at the front desk. copyright 2003-2023 Study.com. Nous sommes dsols pour la gne occasionne. Current and former hotel front desk staffers share their pet peeves, offer insider advice, and reveal how (and how not) to get an upgrade. Ajude-nos a manter o Glassdoor seguro confirmando que voc uma pessoa de I would definitely recommend Study.com to my colleagues. What kind of advice can you give? 2. Working at a hotel's front desk is one of the most critical jobs on the property. After much research, we determined that a cloud-based PMS system with mobility was the best fit.. Scan this QR code to download the app now. Sometimes they have to work with other employees at the front desk to handle a difficult problem. The action you just performed triggered the security solution. Create a code of conduct that acts as a cheat sheet for making decisions in high-pressure situations. Youll have the opportunity to interact with staff from different departments and learn about their roles and responsibilities. How to Become a Hotel Receptionist: 11 Steps (with Pictures) - wikiHow Night auditors work in the hospitality industry and help hotels, motels and resorts manage their operations overnight. Discover the daily operations involving the hotel front desk and explore the key responsibilities of a hotel front desk staff. Aydanos a proteger Glassdoor verificando que eres una persona real. An error occurred trying to load this video. How To Write A Hotel Front Desk Resume (With Example) "We had to find a solution for that issue as well. We listen to hotel professionals and work our magic, building world-winning solutions to transform the future of hospitality. As the very first person guests encounter when they enter a hotel, working at the front desk can be an exhilarating and rewarding experience. Hopefully, this knowledge will prepare you to face the hidden challenges of this position. You should have a pleasant and professional disposition with guests and other hotel staff. Youll learn to listen to guests, empathize with them, and find solutions to their problems. Clear up any confusion about when front desk staff is expected to prioritize the standard code of conduct and when they should prioritize themselves or their coworkers. Next, he goes to the pool to swim for an hour, which is followed by an hour-and-a-half-long nap. Talk through each step out of character, encourage them to be authentic in their response, and ask the rest of the staff for their feedback on the interaction so they can all learn together. The video is captioned, Working hard never hardly working.. Lets remember that the Strauss-Howell General Theory is just that a theory. Her work can be found in Glitter Magazine, BUST Magazine, and more. The creator answered one viewer in the comments, stating that he works at an airport hotel. Who said the life of a hotel receptionist is easy? Write to us on editorial@hotelogix.com. You must become accustomed to getting yelled at for the mistakes of others. She volunteered that she was only 19 and it was her first real job out of high school. On any given day, a front desk worker is asked to take on multiple roles at once and literally deals with everyone who does business with the hotel. If we were to ask your previous employer what kind of employee you are, what would they say? Its important to remain calm and professional at all times, even when faced with challenging situations. This includes money made at the front desk as well as any other funds rolled into these totals. Here are some practical ways to promote authenticity among your hotel front desk staff: Decide if in-person or virtual training is better for your staff. Of course, technical knowledge goes a long way, but it is not enough. Hotel Front Desk Job Description Template. If your company is facing challenges recruiting and retaining frontline staff, the way I see it is there are two choices: Continue to blame external factors; or look in the mirror, accept that we as industry leaders are partially to blame, and change our ways. Unlock your hotels full potential with assets designed to elevate your game short and long term. As a front desk agent, you will interact with guests from all over the world, each with their own unique story to tell. This never caught my attention until I found myself working at the hotel front desk. Also, don't ever come down to the front desk after watching every single porno on the docket and tell me that you aren't paying for any of them because they weren't hard core enough for you. Hotelogix Editorial Desk One day they may be on the second shift and the next on the dreaded third shift. Empathy is one of the. For example, if a guest has lost their luggage in the lobby and blames the front desk staff for it, train employees to first consider what this persons day was like. (I look young for my age). Remind staff to put themselvesin the guest'sshoes by reflecting on positive and negative interactions they'vepersonally had at hotels. Find jobs. Amy has worked with students at all levels from those with special needs to those that are gifted. Working at a hotel front desk is a position in this industry that seems to always be in high demand, mostly because of the hours. You simply meet with the agency and they will determine the best location for you. 2023 Allegiance Staffing. 91.107.175.133 What are the pros and cons? Mannerisms, attitudes, and even personality traits are all things your staff can mimic through training. Would becoming a certified front desk representative help me get a job? Live presentations with experts from HR, housekeeping, and catering give the front desk staff insight into what their day-to-day is and how they can provide support as needed. He/She is the hotel's first impression for the traveler who has just arrived. But if you are up for the challenge, it could be a fulfilling and satisfying career choice. What is the hardest part about working front desk at a hotel? Housekeeping continues to clean the now empty rooms in preparation for the next set of guests. By signing up you agree to receive emails from Hotel Speak and select partners. Some hotels also offer their front desk clerks a free shift meal and most provide high discounts on rooms.