Reception - hotel altar

Hotel in 13 stories: Reception - hotel altar

In a world of distorted values, many jobs do not have their rightful place on the social scale, and one of the underestimated jobs is certainly work at the reception.

For someone who works at the reception, it is popular to say that he could not work anywhere, so he "stands" at the reception. Is that really the case and are the average receptionist really a jerk?

The receptionist of a better hotel is required to have a minimum bacc / mag degree in tourism or economics, knowledge of two foreign languages, two years of work experience, advanced computer skills, knowledge of the basics of foreign exchange and expressive communication skills.

A person who thinks that some idiot can meet such conditions and do the reception work, feel free to skip the rest of the text. "At the beginning of the Mass, the altar is the center of the faithful's attention, because, according to Christian belief, Christ is on the altar, and all offerings during the Mass work exclusively towards the altar, not the sanctuary."

Or transferred - at the time of the start of the stay at the hotel, the reception is the center of attention of the guest and all inquiries during the holiday are almost exclusively placed at the reception.

I think this analogy speaks for itself. 

So, the work of the receptionist starts from the moment the guest makes the accommodationj because in most cases the receptionist, depending on availability, places him in the most suitable accommodation. It is very important to keep in mind that due to the overbooking policy it is possible not to have available accommodation that is reserved, so it is definitely necessary to upgrade (with upselling if possible), and not reduce the quality of accommodation. If there is no possibility of accommodating a guest in a hotel, the search for adequate accommodation for a guest in another hotel is started.

The work of the receptionist continues after the guest's check-in (op.a. we are talking about individual check-in) and it is very important to carefully take all the information, and depending on the channel used by the guest for booking and method of payment, inform the guest that the bill is paid, and if not paid, charge immediately part or make a certain card pre-authorization to avoid payment problems. The guest sometimes for some reason does not want to pay for the delivered service or simply forgets to pay. 

The receptionist then acquaints the guest in more detail with the contents of the hotel and the opening hours of the hotel facilities and with everything he has booked from accommodation to the level and type of services he has booked (eg BB, HB, FB, All inclusive or booking services such as restaurant appointments). , various massages in the spa, excursions, etc.). It is also trying to sell him an additional (Up selling) or similar service (Cross selling). If possible, take him to the most important places in the hotel, and if not, direct him to a room or to one of the FnB outlets if the room is not ready. 

It is crucial not to send a guest to an unprepared room because when a guest sees a room that is unprepared, the image of an unclean room remains in his head until the end of the holiday and it is very difficult to correct this mistake.

Group check-in is specific because at one point you have literally the whole bus in front of the reception and in a very short time you get nervous especially if guests arrive a few hours before the earliest possible check-in time. 

In order to speed up the check-in process of a larger group as much as possible, it is necessary to cooperate with a representative of the agency, ie usually a guide. The representative of the agency collects the necessary documents on the bus and takes them to the reception immediately upon arrival, and then the reception reports them one by one and calls them by name to collect the keys / cards of the rooms. He tells them the basic information they need during their stay and directs them to the rooms.

It is also important to provide occasional drinks and finger food while guests are waiting for check-in and a luggage storage room if guests want to visit some of the hotel's facilities before check-in. 

After check-in it starts and there really is an incredible amount of questions, requests and concerns that guests have and must be resolved by receptionists in different languages. 

It is great when a problem or inquiry can be solved, but if the problem cannot be solved, it is necessary to resort to compensation and depending on the type of problem and compensation needed, this job can be taken over by a senior receptionist, reception shift manager, reception manager in some cases front desk manager), manager on duty, operations manager or his deputy, hotel manager or his deputy.

For compensation it is possible to offer an increase in the level of accommodation (give a larger room or apartment, transfer to a room or apartment with sea view) or services (offer lunch, dinner, massage), extend your stay or give a discount on the amount of money which is the worst option hotel.

Every working day of the receptionist is a kind of challenge, and the beauty of this job is that you are able to make guests happy every day and make their stay unforgettable.

And finally, at the end of the ballad comes a check out and it is very interesting how the success of the whole hotel fits into the facial expression of the guest leaving the hotel.

If the guest is satisfied, your happiness has no end, and if not, after visible dissatisfaction follows a cannonade of emails and comments that hotel staff wish they had never received, let alone read.

Eh, if all the guests, as believers from the Mass, would leave in the peace of God.