The hotel receptionist
Communicate with tact and diplomacy Diplomacy is the art of conducting negotiations between people.
Tact is the skill of handling a difficult person or situation without giving offence. Te day-to-day experience of dealing with people and problems will develop the skills of tact and diplomacy. It is not difficult to deal with people who are pleasant and co-operative, but it requires intelligence, understanding, common sense and self-discipline to handle difficult and awkward people or situations without giving offence and putting yourself or the management in the wrong.
Excellent service at all times – handling enquiries in a professional way Every employee is the personal representative of the establishment and has a public relations job to do. To establish good communication with the guests is part of this job; they are paying for service and how much nicer that service is if it is given with a smile by a person who takes a personal interest! Tere should always be willingness to help and an understanding of the guests’ anxieties and problems.
Good voice and speech Always greet the guest warmly by name and say something pleasant, never argue or contradict and avoid controversial conversation. Do not be too familiar and remember that ‘Sir’ or ‘Madam’ is not a sign of servility but one of respect. Immediate attention to requests for information is part of the service that the guest will appreciate. It is not difficult to please nine out of then people, so regard the difficult and awkward customer as a challenge which will prove your skill in human relations.
Te personal appearance of the receptionist including hygiene of the highest standards is vital qualities of a good receptionist. Excellent telephone manner is also an excellent attribute for a receptionist. Both aspects will be discussed during the following sections of this chapter.
Tip Keep the following tips in mind when applying for a position as a hotel receptionist (also see link in the web link block):
• Te General Manager of a hotel will look for those receptionists with a vivacious personality. Ensure you show enthusiasm and passion for the position.
• Remember that sales is an important part of your job: you are there to convert enquiries, especially phone enquiries and you will be expected to be at reception during your entire shiſt. You must love dealing with guests constantly in this position.
• Before you go for an interview, ensure that you are familiar with the hotel’s primary selling points, especially those that give them an edge over competitors.
• During an interview you might be asked to answer a phone call or send an e-mail – make sure that you can perform these tasks with confidence.
• You must never say that the hotel you are employed at is expensive. Guests pay for the quality and value they receive at a hotel. You must know what adds value to the hotel that you are working at.
Te General Manager of the hotel can implement the following tips to ensure that Front Office staff remain motivated and provide excellent service to guests:
• Treat staff to a dinner and a night in the hotel so they understand what makes the hotel special. Tey will then be able to convey the character of the hotel far more effectively over the phone or in an e-mail.
• Prepare an e-mail response template for staff that features the primary selling points of the hotel. Tis can be sent to all guests and saves time.
• Hold monthly front office meetings (more frequently, if necessary) to: a. Review the guest comments and discuss how they can be improved. b. Review the average room rate being achieved and discuss how it might be improved. c. Ask them to list the primary selling points of the hotel at every meeting.
FutureManagers
21
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