Module 2 1. The personal qualities of a good hotel receptionist
1.1 The main attributes and desirable qualities of a good hotel receptionist
Te reception office is the nerve-centre of the hotel. Not only is it the communication centre of all the servicing departments, it is also the first point of contact for incoming guests and the departure point for the outgoing. Terefore, the receptionist, whether male or female, has a very special role to play in the establishment.
Personality traits: friendly, reliable, trustworthy and helpful
Many qualities are desirable in a first-class receptionist; some of these qualities such as charm and responsibility, come naturally, but others can be acquired by good training and the conscious development of social skills and personal attributes.
A smile of welcome from a charming, attractive, well-spoken receptionist immediately creates a warm, friendly atmosphere for the oſten tired traveller on arrival. But a capable, competent, intelligent person is also needed to ensure that the many tasks that have to be dealt with every day in the office are carried out smoothly and efficiently, and good relationships and communications with all other departments in the hotel are maintained.
Poise Te term ‘poise’ is difficult to define – it is the self-discipline that enables you to appear serenely dignified when your head is throbbing, your feet are aching and you are confronted with an angry guest full of complaints. Poise is the ability to be friendly yet businesslike, to suggest efficiency without frenzied effort, to be self-assured without appearing smug.
Deportment Poise is directly concerned with good deportment; a poised person does not walk noisily or clumsily, slump in a chair, or sit or bend down in an awkward manner. You should walk with a brisk step that indicates that you are interested in your job, never stroll like you are on vacation or droop your shoulders; your head should be held high, your shoulders back; you should walk gracefully with good body line, and sit and bend down elegantly. Aim for neat foot and hand movements and a graceful demeanor.
Remember, poise and good deportment can be cultivated, and achieving them will give a sense of well-being and an improved mental attitude, for you can never feel completely at ease if you are self- conscious about your appearance and movements.
20
FutureManagers
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98 |
Page 99 |
Page 100 |
Page 101 |
Page 102 |
Page 103 |
Page 104 |
Page 105 |
Page 106 |
Page 107 |
Page 108 |
Page 109 |
Page 110 |
Page 111 |
Page 112 |
Page 113 |
Page 114 |
Page 115 |
Page 116 |
Page 117 |
Page 118 |
Page 119 |
Page 120 |
Page 121 |
Page 122 |
Page 123 |
Page 124 |
Page 125 |
Page 126 |
Page 127 |
Page 128 |
Page 129 |
Page 130 |
Page 131 |
Page 132 |
Page 133 |
Page 134 |
Page 135 |
Page 136 |
Page 137 |
Page 138 |
Page 139 |
Page 140 |
Page 141 |
Page 142 |
Page 143 |
Page 144