Be A Good Receptionist

The first of all i would like to say thank to The God that makes me can write this tips for member of Front office Departement, especially receptionist.

This tips i got for many referencess, and some experience as long as working on hospitality services..

The reader,  “Front Office of a hotel has a very important role to keep your clients returning time after time”, the first and last impression of the hotel is very much dependent on how good the front office staff are at playing their role. It is therefore vitally important that the front office staff display a prompt and courteous attitude to all guests and demonstrate their exellence in service in everything they do.

Front Office staff will greet the guests upon arrival, escort to their rooms, have the longest contact with the guests during their stay and most importantly, you must give them a positive and memorable last impression when they are check out.

Having this important function, you must also be able to speak several different languages, but primarily english as it is the international language. Miscommunication can be serious problem. Therefore you must be upfront about your english speaking and reading ability from the beginning  with your employer of guest.

Tips to make a good communication with the guest:

1.      You can ask your client to speak slowly if you don’t understand the instructions. If you still have a problem, you could even ask your client to write down their request, if you haven’t fully understood what they are asking.

2.      Don’t pretend to understand if you haven’t understood, as it wil only worsen the situation and can, and probably will, cause complaints from your clients to be made to the management. If you ask them to repeat their request because you dont  fully understand, they will be happy to help you by repeating what they said, and may even be willing to repeat it again.

A.    Handling reservation

Tips handling reservation:

“ It is important to say that you still have a limited number of rooms left to encourage them to book directly but some clients like t shop arround. Don’t forget to charge a oe night deposit or according to your hotel’s policy before you block the space for the potential guest. You will need to have a guarantee from the guest who is booking, in case they cancel their booking or if they don’t show up on date of arrival.”

B.     Checking Guest in

Tips Checking In Guest

“Do not panic when you are handling many guests at the same time. Take your time with everyone, although you can apologize for keeping the others waiting, if necessaryor ask for another member of staff to help you. Ths way, all the guests will be handled well and each will be given enough information upon their arrival.”

C.     Taking The Message

It is very important to be able to take a message for a guest accurately. The caller may be disapointed, or even angry, with staff who seem reluctant to take a message.

Tips Taking The Message

“Write down the name of the caller, and ask for the spelling if you are not sure their phone number for the return call and any message they wish to leave.”

D.    Handling Complaints

Complaint mostly happend because the hotel’s product or services do not meet with the guests’ expectations. All complaints must be well handled with dispatch and profesioanlism. Losts of clients will still come back, despite the fact that they may heve complained during their stay, because the hotel handled their complaint well and its responses met with what the guest wanted to hear.

Please Remember!

“ The Hotel wants the guest to be happy during their stay, and they must be handled with consideration in order to avoid dissatisfaction.”

E.     Giving Directions

Guest frequently ask the receptionist for directions. They usually want to ask directions to nearest restaurant, money changer, shopping malls, spas, gym etc.

 “Giving street directions is really very easy when you remember to follow these points. When giving directions you are actually giving two sets of instruction. In the first set “ Go To” you are telling the listener what street to go to or how far to go. In the second set “Then” you are telling the listener what to do when they get there. Turn left, turn right, go straight, on the left, etc.”

F.      Asking For Permission

Before taking any actions that may affect the guest, the staff should politely ask for permission from the guest. The responses from the guest will either be an agreement or a disaggrement.

G.    Checking Guest Out

Same tips with Checking in guest, make sure that you can do quick service when the guest check out, and don’t forget to ask the guest to check the bill before payment, it’s important to avoid mistake.

best regards,